Which Onsite Targeting Approach Works Best?

Brian DeaganThe term "onsite targeting" is increasingly being adopted by the market. The press has done a nice job of chronicling the path of the term's adoption amongst technologists, and the increasingly warm reception to the technology from consumers. Emily Steel and Julia Angwin, writers for The Wall Street Journal, published an article last week entitled "On the Web’s Cutting Edge, Anonymity in Name Only" that continues the overall acceptance of the term and technology.

Among the article's many interesting points is this statement:

“The technology reaches beyond the personalization familiar on sites like Amazon.com, which uses its own in-house data on its customers to show them new items they might like.”

The statement is important because it is positioned in a way that suggests consumers are okay with targeting and understand its value. Taking it a step further, most companies aren’t using in-house data to drive content relevance on their sites to unauthenticated visitors. The general acceptance combined with the technological know-how creates opportunity for onsite targeting to continue its growth trend in use and adoption.

As with the rest of the industry, there is a great deal of nuance in how onsite targeting is done. The key difference between the way Knotice primarily does onsite targeting and a company like [x+1], which is featured in the WSJ article, is [x+1]’s algorithmic-based approach and Knotice’s rules-based approach. Algorithms are important and they definitely serve a market need. But it is important to note that the complexity and lack of basic controls with algorithms are not for every business or every audience type. When that truth is uncovered the value of a rules-based approach comes into focus.

The lesson: Onsite targeting is important, but make sure to investigate which method works best for your business. It is easy to overbuy because of the bells and whistles. But, don’t lose focus of the marketing goals and the audience’s needs.

This article from The Wall Street Journal is excellent. It may surprise some consumers, but it gives clarity to how mainstream targeting techniques are, making them less alarming and increasing market opportunity.

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Holiday Mobile Tips…Already?

Casey Barto Summer is in full swing, and the kids are returning to school. Back to school campaigns are in market for most retail marketers. It is still hot outside, but most marketers have their minds on the upcoming holiday season.
The holiday season is right around the corner, and for most marketers that means putting together big, sometimes complex, campaigns. This year has been full of mobile news and has seen an array of new mobile marketing features hit the market. One question on the minds of marketers this holiday season is, “How will consumers engage with brands via mobile over the holidays?”

Frequent Lunch Pail contributor and mobile marketing expert Bryce Marshall recently provided some insight on how marketers can make the most out of mobile this holiday season in preparation for his panel at Mobile Marketer’s Holiday Mobile Marketing Summit on September 2.

While many consumers use the Web and their mobile device to find information on products and services, Bryce notes that consumers using mobile are looking for different information in different ways. Mobile users want small bits of actionable and useful information, like coupons and contact information.

Despite the increased popularity of mobile, consumers are very much multi-channel. Bryce points out that a great untapped opportunity for marketers exists with shopping cart portage, or allowing consumers to forward an online shopping cart or wish list to their mobile device for use in-store.

For more holiday mobile marketing insight from Bryce, be sure to check out Mobile Marketer’s Holiday Mobile Marketing Summit. Bryce will be sharing valuable tips on mobile marketing for the holidays on the “How Will Consumers Engage with Ads, SMS, Sites and Applications over the Holidays – and why it Matters for Customer Experience” panel.

What questions do you have about implementing a holiday mobile marketing strategy? Post them below and Bryce will answer!

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Great Software Features For Retailers

Josh GordonOn Friday I provided some details and insight into what a direct digital marketing software feature looks like. It is important to understand that a truly multi-channel software feature is able to impact more than a single channel or a even single strategy. Direct digital marketing is about focusing on the consumer and making improvements in communication through the email, Web, and mobile channels. The right "improvements" lead directly to big wins in revenue, conversions, and engagement.

It is important right now, with the rapid development and deployment of myriad mobile marketing strategies, to keep in mind that consumers are still very much multi-channel. That is, they routinely interact with the primary direct digital marketing channels on an equal basis. As a result, direct digital marketing software upgrades must drive improvements in every channel, because the consumer will see the difference.

For example, retailers make heavy use of promotions and coupons. But retail marketers sometimes struggle with coordinating the substantial bit of data that must be cleaned, uploaded, and properly organized to ensure every consumer’s experience with a promotion or offer is a smooth one when making a purchase.

The direct digital marketing software feature that addresses that challenge for marketers must first enable the easy upload of massive amounts of retail information. Important bits of data include discounts, offers, offer name, description, disclaimer, terms and conditions, start date, expiration date, offer code… and the list grows longer and longer.

Getting data in to the direct digital marketing software with an easy upload of a .csv file enables fast deployment of email, Web, and mobile promotions for every offer. This is a huge win for marketers because the time from the conception of a promotional idea to execution is now much shorter. While retail marketing does have its tried and true ebbs and flows (e.g. Back to School, Holiday shopping, etc.), retailers lose money in the “off-season” not because of lousy promotions but because of the time it takes to get a promotion in market. The software, or the data upload and organization, should never be the primary reason a promotion is delayed to market. The more time is spent trying to get the data setup for content deployment, the less time is spent emphasizing the content and making it great.

It should be simple for online retailers to upload a list of unique redemption codes, then use them to personalize email, Web, and mobile content per customer.

Great conversion reporting is also an important function of direct digital marketing software. But the upfront benefits of great data organization and speed to market are big time wins in the ever-evolving world of online retail. The right direct digital marketing software helps retailers by making the complex world of promotions and offers simple, and gets them in market quickly to maximize impact.

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What’s a Direct Digital Marketing Software Feature?

Josh GordonThere is not yet a whole lot of direct digital marketing focused software in the marketplace. Most that contend for the moniker are really retrofit email marketing platforms that attempt to back in to (or buy up) deeper cross-channel functionality. That, or the players are really database marketing companies where the actual digital execution of direct digital marketing campaigns - email, mobile, Web - is not as strong, reliable, or complete.

Given that general perspective from many trade publications and marketers of all levels, it makes sense to take a moment here – on a blog dedicated to explaining, defining, and refining direct digital marketing – to showcase the type of features a truly cross-channel focused direct digital marketing platform adds when the software is upgraded.

The hallmark of a true direct digital marketing platform upgrade is the ability to easily see how a new feature impacts all channels.

For example, Knotice’s recent upgrade to its Concentri software has a new feature affectionately referred to as “content consumption.” The premise of the feature, which Zak Stambor captured very well in his article on the release in Internet Retailer, is to “scrape” any type of content from the Web and publish it in within a mobile campaign (mobile Web sites, for example), email campaign, or onsite targeting/testing campaign.

This type of feature benefits marketers in two ways. First it is really easy to keep all direct digital marketing campaigns updated and relevant regardless of channel. If there is a certain online asset that is considered the content “hub” – like a Web site or a blog – the content can be published there first, then consumed by Concentri and repurposed for inclusion in any direct digital marketing campaign.

The second cool benefit is a reduction in the time it takes to get a new campaign configured and in market. If the content has only to be published in a central spot, and can be populated in other channels, the messages are coordinated for every recipient and the time between campaign conception and launch is reduced dramatically.

This straightforward feature is exactly what a direct digital marketing software feature should look like. Its impact is felt across each direct digital channel, it coordinates messages, and it is easy to maintain targeting strategies and content relevance per recipient.

The challenge is that most marketing organizations are aligned by channel, not by customer or program type (e.g. loyalty, retention, acquisition, etc.). So, when a new direct digital marketing software feature is published and accessible, the mobile marketing group has one perspective on how to use it, email another, Web site owners have a different one, and the feature sometimes does not reach its full potential.

A feature like content consumption, however, can support multiple interests regardless of how a marketing organization is aligned and everyone can take advantage of the benefits – especially customers.

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How Mobile Analytics Changed Email Strategy

Josh GordonToday is a big day at Knotice, as the public announcement of some shiny new software features was announced. If you have not yet had the chance to check out the information about the updates to the software, please do. There are a number of enhancements, especially regarding Knotice’s overall mobile marketing capabilities.
Since I am Knotice's Director of Marketing I got a sneak preview of the new release, and even got to play around with it before the announcement was made. My adventures with Concentri 3.17 were very enlightening because of one simple discovery: It is amazing what is possible when mobile is included in the email and Web site analytics.

Enhancements in the latest software release enabled me to see how many recipients of Knotice’s marketing emails open them on a mobile device. I can even see which mobile device and mobile operating system is in play (does everyone have an iPhone?). Even cooler, the same analysis is applied to Web content. For Knotice, that means I can see how many folks try to access our handy screencasts via their mobile device.

The new revelation led me to an immediate conclusion – the handy screencasts are built in Flash, and Flash does not get along too well with most mobile devices. So, when someone gets a marketing email from Knotice, the videos that were linked in the email campaigns were not playing on their mobile device. Even more startling, lots of people are viewing these emails and clicking on a mobile device.

Armed with this new, insider knowledge, I quickly made the decision to encode the videos in a friendlier format for the mobile device… and I was able to get everything coordinated in just a couple of days.

The stats were startling. In one particular campaign, 44 percent of the email opens happened on a mobile device, with nearly a quarter of the clicks coming from a mobile device. Absorbing that information, then quickly acting on it, will make a demonstrable difference in how effective Knotice’s marketing campaigns are.

As a software user and enthusiast this was a big discovery for me. The ability to quickly put that new knowledge to good use was equally significant. Statistics and industry media types all agree that mobile video is popular. I was able to see that popularity first-hand and then make immediate campaign adjustments to accommodate it.

I realize The Lunch Pail is a safe haven to learn about all things direct digital marketing, and how the core tenets of it apply to marketing as a whole… primarily retail, hospitality, and restaurants. But, my own personal direct digital marketing story was too revelatory and too immediately impactful to the business to simply ignore. Let me know if you found it as enlightening as I did!

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Overcoming Mobile Coupon Challenges

Josh GordonIn the last two weeks stories have begun to trickle into the mobile marketing trade media that call into question the viability of mobile couponing. The first piece was penned by ReadWriteWeb writer Sarah Perez. The second was written by Chris Brassington, CEO of Starfish Consultants. Two articles lay out several different reasons for why mobile couponing is not catching on in the United States with the same level of enthusiasm demonstrated in other countries and geographic regions.
First, consider that mobile coupon adoption grows in direct proportion to the U.S. consumer’s level of comfort. As more sophisticated smartphones slowly dominate the mobile device marketplace, coupon adoption will grow. In the meantime, mobile marketers and mobile software vendors need to roll up their respective sleeves and begin resolving some underlying challenges before adoption starts to mask – not address – real issues.

Brassington notes two issues, the first of which is a lack of sophisticated backend infrastructure. I firmly believe this is already getting resolved by vendors, thanks to “The Cloud.” The second issue is more fundamental, as Brassington cites an Aberdeen statistic decrying the scant 24 percent of retailers that currently leverage cross-channel loyalty platforms. There is no doubt that retailers are working to leverage the mobile channel as a means to better focus on the customer regardless of channel. There are mobile marketing vendors, and even some specific programs, that are excellent examples of this. (More details on this in a later post here.)

The point is that it has become clear to marketers that mobile is the glue between the online and offline shopping worlds. Vendors and marketers alike are working to this end, and progress is slow but steady.

Perez contributes more specifics regarding mobile couponing’s adoption lag. The first challenge she cites is the “noise” in the market regarding coupon apps. This is 100 percent true, and retailers should work to take greater control over their own couponing despite the temptation of social coupons through apps.

The disconnect some users experience when trying to use a mobile coupon at retail can easily be addressed with a well-trained staff and a straightforward couponing message out of the gate. Some retailers, like Crocs, have had a great deal of success in going to market with a simple call to action, in-store signage, and effort put into training the staff on how to help customers redeem the coupon. In a few weeks time Crocs saw 94,000 coupons fly through the stores.

The final hurdle Perez mentions is the improvements necessary to geo-targeting. This is the one area where privacy law and skeptical consumers will slow adoption. Geo-targeting must be eased into the marketplace as consumers become more comfortable with other mobile couponing options. It will happen, and some great geo-targeting programs are in market and effective right now, but the overall spread will be slow.

Do you use mobile coupons? If so, what challenges have you encountered, and how have you overcome them?

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Live Mobile Polling

Casey BartoThe direct digital marketing industry is in the midst of event season. There is a wide array of events ranging from email marketing to online retail to mobile commerce happening in the coming months. One of the trends in B2B events that Knotice has recognized recently has been the addition of live mobile polling to keynote and breakout sessions at tradeshows.

Live mobile polling has really become an interesting way to enhance presentations. According to Jodi Bresina, Internet Director at ShoeMall, the audience comes alive when they are given the opportunity to participate in presentations via the mobile channel.

“I love the real time interaction of live mobile polling,” Bresina said. “I have been an audience member in a handful of presentations recently. Live polling is very engaging. It is interesting to see whether your opinion is the same or different from your peers and the rest of the audience.”

ShoeMall used live mobile polling during its presentation at Internet Retailer’s IRCE event in June, and noted that both engagement and interest increased during the session. In addition, ShoeMall was pleased to see that live mobile polling gave audience members an easy way to participate with presenters, and provided presenters with a glimpse of the audience make up.

“Mobile polling is a really easy way to keep your audience interested in your topic,” Bresina added.”It also allowed us to get an understanding of what our audience make-up consisted of – large or small retailers. A lot of times when you ask a question during a presentation, audience members do not want to raise their hand and participate. The mobile polling allows everyone to participate and share their opinions.”

Knotice provided live mobile polling services to Shop.org’s Annual Summit last September. Check out this video (it was filmed in the back of a large hall):

Have you been to an event that has utilized live mobile polling? If so, what are your thoughts?

And, if you have questions about live mobile polling for events, email us at info@knotice.com.

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Privacy Law and Direct Digital Marketing Update

Josh GordonThe rapid evolution of direct digital marketing, fueled by an intense reliance on data quality and capture, has entangled privacy and marketing, and drawn the attention of powerful lawmakers. It is wise to keep an eye out for any consumer privacy developments on Capitol Hill - especially when the developments may have an impact on direct digital marketing. Consumer privacy governance is an ongoing issue on the Hill that is not simply going to disappear with a fulfilled promise of self-regulation from the industry and the promised retirement of North Dakota senator Byron Dorgan.

Several weeks ago Shop.org announced it was able to successfully lobby against the Federal Trade Commission’s attempt to expand its rule-making power in the recently passed financial overhaul bill. The FTC’s move was in response to a privacy bill outline offered in May by Virginia’s Rick Boucher. Boucher’s outline was not turned into a bill, and the FTC’s expanded rule-making attempt never materialized. So, what now?

Illinois’ Bobby Rush introduced a bill yesterday, specifically on online privacy, and it was received more warmly even though it is similar to Boucher’s outline.

Here’s where the political fun comes into play. Boucher heads the House Subcommittee on Communications, Technology, and the Internet. His draft failed to gather input from Rush, who heads the House Energy and Commerce Subcommittee, a group that is charged with oversight on commerce, trade, and consumer protection. According to some industry experts and insiders it appears as though Rush’s bill is more clear about the FTC’s rule-making authority.

As far as direct digital marketing is concerned – especially onsite targeting – early reaction indicates that the Rush bill adheres to the same self-regulatory principles that are already largely in play. The obvious opt-out of behavioral tracking that marketers must provide is contained in the bill. Still, these opt-outs principles are primarily applied to offsite behavioral targeting, like ad networks. Onsite targeting simply tracks customer behavior on a specific Web site, or their entry point to site, with a transparent goal of making the shopping experience better. While offsite targeting is the primary target for lawmakers, it is wise for technologists and vendors that have onsite targeting solutions to offer a similarly transparent opt-out for their customers (like this one).

The truth of the matter is that quality marketers who are talented at creating conversions and generating sales know that transparency is not optional. To retain customer loyalty and build a relationship online with a customer the brand cannot afford to fool the customer – or creep them out with poorly executed marketing that leverages conspicuously captured data.

Marketers have a lot at stake with transparency. Sure, self-regulation may scare some lawmakers on all sides of the political equation. And that is understandable. But all parties involved must first realize that before marketing transparency becomes a legal have-to, it is already a successful marketing must.

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Landing Page Optimization Resources

Casey Barto It’s no secret that landing page optimization is a hot topic in direct digital marketing right now. Marketers are constantly looking for landing page optimization updates and innovations.
Here are two new resources that outline simple ways to make landing page optimization practical and flexible. Lunch Pail contributor Lesley Matt provides an overview of how to maximize conversion rates and streamline and automate landing page processes using direct digital marketing software.

In this informative video, Lesley provides easy instructions for how to make landing page optimization practical and flexible. She also outlines the role test pages and live zones play in optimizing a landing page, and provides real, actionable examples of testing and targeting using test pages and live zones, and the dramatic impact on results when it is done right.

The second landing page optimization resource comes from highly regarded research lab MarketingExperiments. In a recent blog post on MarketingExperiments’ blog editor Daniel Burstein features advice from Knotice on how to optimize landing pages. In his post, Daniel notes that “it is essential for marketers to obtain a thorough understanding of the Offer/Response-Optimization process and the testing-optimization cycle to improve their overall campaigns and advance their career, sometimes you just need a few basic ideas to gain a quick boost right now.”

Knotice was tapped to provide advice on the best tips, techniques, and approaches for landing page optimization. Check out what we had to say here. Also, be sure to check out MarketingExperiments’ free web clinic on landing page optimization, Wednesday.

What questions do you have about landing page optimization? Post them below, and we’ll answer!

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