Real-Time Marketing:
The Agility to Leverage ‗Now‘
Spring 2014
Rebecca Lieb, Industry Analyst
@lieblink
AGENDA
•
•
•
•

Defining RTM
Benefits & Risks
The Six Primary Use Cases
12 Steps to Prepare for RTM
DEFINITION
The strategy and practice of
responding with immediacy to external
events and triggers. It‟s arguably the
most ...
Customers now expect brands
to respond in near-real time
•

•

Source: Lithium Technologies 2013

Over half surveyed
want ...
Real-time marketing makes a
difference

Impacts marketing outcomes
Source: GolinHarris, The Promises and Pitfalls of Real-...
BENEFITS OF RTM
• ―Surprise & delight‖

• Right message at the right time
• Brand relevance
• Always-on
Oreo: The RTM Poster Child
This year, Arby‘s rocked RTM at the
Grammy‘s
Meanwhile, other brands jumped on Arby‘s
bandwagon… in real-time!
At this year‘s Superbowl, JC Penny
planned fake drunken tweets…

All in the name of promoting their new ―Team USA‖
mittens...
CHALLENGES OF
RTM
• Plotting strategy & analysis

• Requires intensive preparation, training
• Potential for risk & reacti...
Kenneth Cole‘s RTM #fail
The Six Primary Use Cases
of
Real-Time Marketing
14
Use Case #1: BRAND EVENTS
Planned & Proactive
•

Conferences, product
launches, media
events, customer events, etc.

•

Ad...
Salesforce uses Facebook app to stream
live brand events

Salesforce Live, the app
and dedicated microsite
also integrate ...
Use Case #2: ANTICIPATED
EVENTS
Planned & Proactive
•

Major media events, tradeshows
(e.g. SuperBowl, Emmy‘s, etc.)

•

L...
HBO prepares content for real-time
relevance during Emmys

―We know we need freedom to
develop content on the fly, but we
...
Starbucks promotes a warm nudge
towards coffee during Blizzard Nemo

Starbucks targeted Facebook and Twitter
conversations...
Use Case #3: LOCATION/OBJECTBASED
Planned & Reactive
•

GPS, NFC, or other sensor-based reaction to location, action, or r...
Taco Bell partners with Waze to entice
nearby drivers

Taco Bell leverages several brand integrations
into the Waze app: p...
MGM Resorts serves up recommendations
based on guests‘ location, interests

MGM Resorts sends notifications for
nearby res...
Use Case #4: PREDICTIVE ANALYTICSBASED
Planned & Reactive
•

Branded actions occurring as a result of predictive analytics...
Walgreens responds to in-store
Foursquare check-ins with scannable
coupon
Marketo tracks and scores engagement to
automate relevant content for lead
nurturing
Use Case #5: CUSTOMER
INTERACTION
Unplanned & Reactive
•

Customer service, handling
complaints, community interactions,
c...
PretzelCrisps listens for those in need of a
snack, rewards them with a sample
JetBlue aims for response times of <1
hour, engages both positive and negative
mentions
USA Network interacts with fans in realtime with Character Chatter
Use Case #6: BREAKING NEWS
Unplanned & Reactive
•

Reacting to unanticipated events
(e.g. news) with a legitimate, relevan...
Coca-Cola suspended ad spend, donated
instead to Typhoon relief
Eurocontrol responds to environmental
crisis via Facebook, LinkedIn & Twitter

Eurocontrol used #euva and #ashtag to monit...
Epicurious found itself backpeddling after
Boston Marathon #RTMFAIL
oll:

Which RTM use
case does your
organization find the
most challenging?
Twelve Steps to Prepare for
Real-Time Marketing
37
1. Listen & Learn
Lay the foundation of customer
understanding, goals and content strategy
•
•

Real-time listening for cu...
2. Define RTM Business Goals
Define the goals RTM will serve at the business
and program level
•

E.g. brand
relevance, fa...
3. Integrate with Content Strategy
Alignment is foundational to creating guidelines
around what, how, when to respond, pub...
“Develop a brand compass if you don‟t
already have one, and apply it to real-time
marketing. Set the boundaries around wha...
Pepsi lives its ―Live for Now‖ slogan with Pepsi
Pulse, integrating real-time content into evergreen
content hub
4. Integrate with Channel Strategy
Channel strategy dictates the where of RTM
•

•
•

Consider where is target audience
fo...
Most Critical Channels for Real-Time
Marketing
Mini Cooper listens to social buzz to instruct
content targeting

Mini Cooper tapped into
existing conversations
with cont...
5. Define ―Time‖ Element &
Expectations
Define what RTM means for your unique programs
and channels
∙ Let this guide expec...
Halo BCA averages three-minute turnaround
in >90% of customer inquiries
Dell‘s SLA: Respond to all inquiries within 2 hours
in the channel in which it was received

Dell aligns its customer supp...
―Real-time lasts as long as volume of
conversation is still there. If you can ride that
wave, push it out as much as you c...
6. Establish Guardrails & Trust
Pre-define guardrails and streamline
processes
• Simplify legal approval to Yes/No respons...
Symantec‘s three questions all employees must
ask before posting

•
•

•

Symantec‘s ‗mini playbook‘ helps build
confidenc...
7. Anticipate Negative RTM
Preparedness help mitigate risks, but brands must
be actively and proactive ready for anything
...
Listening helped one company avoid crisis in the
face of the Boston Marathon Bombing

Even before the news of the Boston
b...
After racist ad blunder, Mountain Dew
amplifies apology with promoted tweet
55
8. Assemble Teams & Tools
Successful RTM requires constituents be
available, informed, educated, and empowered
Teams
Socia...
Apply the ―War Room‖ technique
based on the RTM use case

Unplanned & Reactive

Anticipated Events

Planned & Proactive

E...
Adobe assembles key stakeholders weekly to
discuss real-time strategy & execution

Corporate
Comms/P
R

Brand

Creative

R...
―At Adobe, we operate a creative newsroom that
meets on a regular basis to identify upcoming
items to plan for (e.g., news...
Although Oreo‘s famous
tweet during the Super Bowl
captured the limelight

it was the fully staffed
Super Bowl ―war room‖
...
9. Establish Triage
Connect certain cues or events to repeatable
workflows
•
•

Consider how users may respond, identify w...
Build workflows based on positive and
negative interactions
10. Train & Test All Parties
This step is critical to enabling trust and
empowerment needed to act in real-time
• Training...
Training must include strategic AND
executional elements
Strategic

Executional

 RTM‘s integration with larger content
&...
11. Identify Analytics & KPIs
Measurement instructs effectiveness of
current efforts and where to focus more
deeply
•

Est...
Leverage RTM to drive the convergence of
Paid, Owned, & Earned Media

Paid

Provides clues or fodder for
developing catchy...
12. Evaluate Scale Periodically
Scaling RTM carries a host of risks to address–
especially for large enterprises
•

Evalua...
uestions?
Thank You
Rebecca Lieb
rebecca@altimetergroup.com
rebeccalieb.com
@lieblink
With assistance from Jessica Groopman, Senior ...
[Slides] Real-Time Marketing: The Agility to Leverage Now
[Slides] Real-Time Marketing: The Agility to Leverage Now
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[Slides] Real-Time Marketing: The Agility to Leverage Now

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In this one-hour webinar, Rebecca Lieb shares findings from her recent research report on real-time marketing, including the top 6 use cases, the benefits and risks, and 12 best practices for preparing for real-time, plus countless examples of success.

To download and read the report, go to: http://goo.gl/8hon3r

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  • After roughly an hour of mystery, J.C. Penney revealed that it had actually been “tweeting with mittens” on all along, promoting the retailer’s Team USA mittens ahead of the Winter Olympics.J.C. Penney, rather than wait around for its own “Oreo moment,” decided it wanted to do something different during tonight’s game.“We knew Twitter would be very active but wanted to find a way to stay above the Super Bowl fray and instead create our own narrative,” Kate Coultas, a spokeswoman for J.C. Penney, told BuzzFeed in an e-mail. “Given it was cold, and we are selling Go USA mittens — we thought it could be a fun stunt!”For those wondering if J.C. Penney was trying to cover its tracks, its social media and mobile director noted on Twitter that he was, in fact, “stone-cold-sober” while sending the tweets.http://www.buzzfeed.com/sapna/jc-penney-planned-fake-drunk-super-bowl-tweets-to-create-own
  • These use cases are listed hierarchically, from the highest to lowest degrees of possible planning and preparation. Note: These are graphed-based on qualitative research interviews; categories do not bear actual numerical coordinates.
  • Symantec, for example, is developing three questions that all employees must ask and answer before posting.This simple system helps build confidence and empower employees to act autonomously but on behalf of the brand. Ultimately, Treadwell contends, “It’s all about common sense and what feels right.”
  • One company we interviewed explained just how integral its listening tools and agility were to preventing negative real time during the Boston Marathon. The company had pre-loaded to publish an infographic on emerging technologies that runners find useful. Even before the news of the Boston bombing hit the airwaves, the company detected mentions of it on Twitter and quickly pulled infographic from the queue, sidestepping what would have come across as insensitive in the face of the tragedy.
  • [Slides] Real-Time Marketing: The Agility to Leverage Now

    1. 1. Real-Time Marketing: The Agility to Leverage ‗Now‘ Spring 2014 Rebecca Lieb, Industry Analyst @lieblink
    2. 2. AGENDA • • • • Defining RTM Benefits & Risks The Six Primary Use Cases 12 Steps to Prepare for RTM
    3. 3. DEFINITION The strategy and practice of responding with immediacy to external events and triggers. It‟s arguably the most relevant form of marketing, achieved by listening to and/or anticipating consumer interests and needs.
    4. 4. Customers now expect brands to respond in near-real time • • Source: Lithium Technologies 2013 Over half surveyed want a response in <1 hour. 38% feel more negative about the company if no response received.
    5. 5. Real-time marketing makes a difference Impacts marketing outcomes Source: GolinHarris, The Promises and Pitfalls of Real-Time Marketing. http://golinharris.com/#!/insights/real-time-marketing-research/ Turbocharges other marketing
    6. 6. BENEFITS OF RTM • ―Surprise & delight‖ • Right message at the right time • Brand relevance • Always-on
    7. 7. Oreo: The RTM Poster Child
    8. 8. This year, Arby‘s rocked RTM at the Grammy‘s
    9. 9. Meanwhile, other brands jumped on Arby‘s bandwagon… in real-time!
    10. 10. At this year‘s Superbowl, JC Penny planned fake drunken tweets… All in the name of promoting their new ―Team USA‖ mittens ahead of the Olympics
    11. 11. CHALLENGES OF RTM • Plotting strategy & analysis • Requires intensive preparation, training • Potential for risk & reactivity • Shift in mindset • Risk of ―culture-jacking‖
    12. 12. Kenneth Cole‘s RTM #fail
    13. 13. The Six Primary Use Cases of Real-Time Marketing
    14. 14. 14
    15. 15. Use Case #1: BRAND EVENTS Planned & Proactive • Conferences, product launches, media events, customer events, etc. • Advance prep of content strategy and execution • Staff available to engage, react to anticipated posts • Few surprises
    16. 16. Salesforce uses Facebook app to stream live brand events Salesforce Live, the app and dedicated microsite also integrate social feeds to drive (and monitor) event conversation.
    17. 17. Use Case #2: ANTICIPATED EVENTS Planned & Proactive • Major media events, tradeshows (e.g. SuperBowl, Emmy‘s, etc.) • Like brand events, ―locked and loaded‖ approach to content strategy & execution • Staff available to engage, react to anticipated posts • Showcases brand voice, relevance
    18. 18. HBO prepares content for real-time relevance during Emmys ―We know we need freedom to develop content on the fly, but we also need to know the guardrails if anything should be escalated. There are built-in parameters for each campaign.‖ -Sabrina Caluori VP Social Media & Performance Marketing at HBO
    19. 19. Starbucks promotes a warm nudge towards coffee during Blizzard Nemo Starbucks targeted Facebook and Twitter conversations around the blizzard, specifically rending ads for viewers clicking on the hashtags #Nemo and #blizzard and testing different copy.
    20. 20. Use Case #3: LOCATION/OBJECTBASED Planned & Reactive • GPS, NFC, or other sensor-based reaction to location, action, or request • Taps into location-based triggers which prompt an offer or action in realtime • Internet of Things brings endless possibilities with uncanny relevance in real-time • Right person, right content, right time, right place 20
    21. 21. Taco Bell partners with Waze to entice nearby drivers Taco Bell leverages several brand integrations into the Waze app: promoting branded pins of locations, destination-specific targeting, custom campaign messaging (if tapped), etc.
    22. 22. MGM Resorts serves up recommendations based on guests‘ location, interests MGM Resorts sends notifications for nearby restaurants, shopping, show deals, coupons, etc., via guests‘ smartphones, based on geolocation, loyalty member status, and preferences.
    23. 23. Use Case #4: PREDICTIVE ANALYTICSBASED Planned & Reactive • Branded actions occurring as a result of predictive analytics (e.g. recommendations based on browsing history) • Sometimes combined with other marketing solutions‘ data sets (e.g. Marketing Automation) • Accessibility will grow as data solutions become easier to implement
    24. 24. Walgreens responds to in-store Foursquare check-ins with scannable coupon
    25. 25. Marketo tracks and scores engagement to automate relevant content for lead nurturing
    26. 26. Use Case #5: CUSTOMER INTERACTION Unplanned & Reactive • Customer service, handling complaints, community interactions, crisis management, CRM, etc. • Requires both reactive and anticipatory work • • • • • Triage workflow Crisis communications plan Determining what will be responded to and where Empowering staff Coordination across functions
    27. 27. PretzelCrisps listens for those in need of a snack, rewards them with a sample
    28. 28. JetBlue aims for response times of <1 hour, engages both positive and negative mentions
    29. 29. USA Network interacts with fans in realtime with Character Chatter
    30. 30. Use Case #6: BREAKING NEWS Unplanned & Reactive • Reacting to unanticipated events (e.g. news) with a legitimate, relevant message • Difficult to prepare for, often emotionally charged events; acute sensitivity required • Risk of ‗culture-jacking‘ • Established creative, collaborative, and approval processes key to agility 30
    31. 31. Coca-Cola suspended ad spend, donated instead to Typhoon relief
    32. 32. Eurocontrol responds to environmental crisis via Facebook, LinkedIn & Twitter Eurocontrol used #euva and #ashtag to monitor and respond to conversations about the Icelandic volcanic ash cloud. Followers adopted Eurocontrol‘s hashtags, including them in stories and tips shared.
    33. 33. Epicurious found itself backpeddling after Boston Marathon #RTMFAIL
    34. 34. oll: Which RTM use case does your organization find the most challenging?
    35. 35. Twelve Steps to Prepare for Real-Time Marketing
    36. 36. 37
    37. 37. 1. Listen & Learn Lay the foundation of customer understanding, goals and content strategy • • Real-time listening for customers, competitors, industry, buzz, events Analytics tools to track and benchmark
    38. 38. 2. Define RTM Business Goals Define the goals RTM will serve at the business and program level • E.g. brand relevance, favorability, consideration, purcha se intent, conversion, loyalty • Results serving these goals help justify program expansion across functions to executives
    39. 39. 3. Integrate with Content Strategy Alignment is foundational to creating guidelines around what, how, when to respond, publish, listen • • • Provides reference point for rapid decision-making Content strategy includes training for all stakeholders around goals, brand voice, POV, tone, messaging, values, and content Aids in the creation of ―locked & loaded‖ and evergreen content
    40. 40. “Develop a brand compass if you don‟t already have one, and apply it to real-time marketing. Set the boundaries around what does and does not make sense for you to participate in, so that every time something is trending, the team isn‟t asking: „Is this appropriate?‟” -Sabrina Caluori VP Social Media & Performance Marketing at HBO
    41. 41. Pepsi lives its ―Live for Now‖ slogan with Pepsi Pulse, integrating real-time content into evergreen content hub
    42. 42. 4. Integrate with Channel Strategy Channel strategy dictates the where of RTM • • • Consider where is target audience found; where conversations are occurring; changing media habits Consider appropriate content assets for channel Consider how top RTM channels relate to content strategy as well as temporal and cultural differences
    43. 43. Most Critical Channels for Real-Time Marketing
    44. 44. Mini Cooper listens to social buzz to instruct content targeting Mini Cooper tapped into existing conversations with content geared towards Facebook followers in the Northeast Results: +2,000 likes 1,200 shares
    45. 45. 5. Define ―Time‖ Element & Expectations Define what RTM means for your unique programs and channels ∙ Let this guide expectations for responding and publishing based on organizational capabilities ∙ Consider temporal expectations for different RTM use cases and scenarios ∙ Not all companies can or will operate 24/7
    46. 46. Halo BCA averages three-minute turnaround in >90% of customer inquiries
    47. 47. Dell‘s SLA: Respond to all inquiries within 2 hours in the channel in which it was received Dell aligns its customer support around their policy to respond to 100% of inbound customer interactions within a 2-hour time period, through the channel in which it was received.
    48. 48. ―Real-time lasts as long as volume of conversation is still there. If you can ride that wave, push it out as much as you can. It can be anywhere from two days to a couple weeks, so long as your customers are still talking about it.‘‖ -Jason Miller Senior Manager of Content & Social at LinkedIn
    49. 49. 6. Establish Guardrails & Trust Pre-define guardrails and streamline processes • Simplify legal approval to Yes/No response • Have the necessary teams on deck • Create a ‗mini-playbook‘ to build confidence
    50. 50. Symantec‘s three questions all employees must ask before posting • • • Symantec‘s ‗mini playbook‘ helps build confidence and empower employees to act autonomously on behalf of the brand. ‖Ultimately, it‘s all about common sense and what feels right.‖ - Charlie Treadwell, Director of Social Marketing at Symantec
    51. 51. 7. Anticipate Negative RTM Preparedness help mitigate risks, but brands must be actively and proactive ready for anything • • There is an imperative to respond in real-time to negative brand events as they unfold Coordinate with corp. comms to establish reactive and proactive guidelines: Reactive Proactive Create plan for action: apology, response, improvement Monitor social buzz w/ listening tools What, how, where to respond and message Set alerts for suspect keywords or mentions Act human Stay agile
    52. 52. Listening helped one company avoid crisis in the face of the Boston Marathon Bombing Even before the news of the Boston bombing hit the airwaves, the company detected mentions of it on Twitter and quickly pulled infographic from the queue, sidestepping what would have come across as insensitive and promotional in the face of the tragedy.
    53. 53. After racist ad blunder, Mountain Dew amplifies apology with promoted tweet
    54. 54. 55
    55. 55. 8. Assemble Teams & Tools Successful RTM requires constituents be available, informed, educated, and empowered Teams Social Listening Creative, Copywriters Analytics Brand Design Corp Comms/PR Digital assets Legal Publishing tools Measurement • Tools Collaboration Ensure streamlined execution by taking a ―war room‖ approach
    56. 56. Apply the ―War Room‖ technique based on the RTM use case Unplanned & Reactive Anticipated Events Planned & Proactive Existing content hub or social media team OR Pre-identified and trained virtual team RTM hub drives approvals, design, triage, and publication OR Brands without existing RTM team assembles the equivalent for special events All stakeholders involved in RTM assemble for regularly scheduled meetings to discuss opportunities, guidelines, strategy, etc.
    57. 57. Adobe assembles key stakeholders weekly to discuss real-time strategy & execution Corporate Comms/P R Brand Creative RealTime Marketing Execution Legal Social Measure ment Discusses RTM’s role in: • Newsworthy events • Upcoming campaigns • Brand events • Alignment with strategy
    58. 58. ―At Adobe, we operate a creative newsroom that meets on a regular basis to identify upcoming items to plan for (e.g., news, events, etc.) and talk about what is relevant, what we could do more of, where we could take certain ideas. We have the right people in the room on an ongoing basis so that we don‘t need a lot of levels of approval and everyone understands their role — this helps us go from ideation to action much more quickly.‘‖ -Chad Warren Senior Social Media Strategist at Adobe
    59. 59. Although Oreo‘s famous tweet during the Super Bowl captured the limelight it was the fully staffed Super Bowl ―war room‖ (uniting all brand and agency stakeholders) that enabled the rapid design, approval, and publication of that tweet.
    60. 60. 9. Establish Triage Connect certain cues or events to repeatable workflows • • Consider how users may respond, identify what warrants brand response Train all stakeholders, especially community managers, to:    Identify threatening language cues & brand risks Know who/how many will respond and how to do so in a human way [When/How] to escalate to legal, PR, etc.
    61. 61. Build workflows based on positive and negative interactions
    62. 62. 10. Train & Test All Parties This step is critical to enabling trust and empowerment needed to act in real-time • Training must occur across all stakeholders and include both strategic & tactical elements • • • Community managers (i.e. those posting and responding) Those creating, approving, distributing, monitoring Internal & external stakeholders (incl. vendors & agencies)
    63. 63. Training must include strategic AND executional elements Strategic Executional  RTM‘s integration with larger content & brand strategy  Guidelines, guardrails, roles, triages, response time requirements  RTM‘s role across the org. (e.g. Customer Service, Sales, HR etc.)  How to manage workflows based on RTM‘s role across the org; when to triage to other functions  Deep training around brand identity, voice, vision, risks, affiliations, and programs  Sample scenarios of how customers, the crowd, and media could respond to RTM  Which channels will support RTM, which will not, and why  How to leverage measurement and reporting to plan and act in real-time  How RTM program will be measured and optimized  Best practices using technology supporting RTM  The role of agencies & technology vendors (if applicable)  Resources (e.g. contacts, phone numbers, vendor support, etc.)
    64. 64. 11. Identify Analytics & KPIs Measurement instructs effectiveness of current efforts and where to focus more deeply • Establish RTM metrics and align with overall brand metrics • • • • E.g. Increased non-branded referral traffic Engagement Increased lead quality Performance measurement of real-time engagement, content, and activities should tie to [converging] POE media
    65. 65. Leverage RTM to drive the convergence of Paid, Owned, & Earned Media Paid Provides clues or fodder for developing catchy ads and promotions Owned Support hub/contact point for driving customers to owned properties or helpful content Earned Testbed for larger content initiatives & investments
    66. 66. 12. Evaluate Scale Periodically Scaling RTM carries a host of risks to address– especially for large enterprises • Evaluate for scale frequently (i.e monthly, quarterly) • • • • Headcount, talent, roles Tools Regional variation, language Scale must be evaluated on a foundation of benchmarking against KPIs, and always aligned with business goals
    67. 67. uestions?
    68. 68. Thank You Rebecca Lieb rebecca@altimetergroup.com rebeccalieb.com @lieblink With assistance from Jessica Groopman, Senior Researcher Altimeter Group provides research and advisory for companies challenged by business disruptions, enabling them to pursue new opportunities and business models. Disclaimer: Although the information and data used in this report have been produced and processed from sources believed to be reliable, no warranty expressed or implied is made regarding the completeness, accuracy, adequacy or use of the information. The authors and contributors of the information and data shall have no liability for errors or omissions contained herein or for interpretations thereof. Reference herein to any specific product or vendor by trade name, trademark or otherwise does not constitute or imply its endorsement, recommendation or favoring by the authors or contributors and shall not be used for advertising or product endorsement purposes. The opinions expressed herein are subject to change without notice.
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