Success in
Digital
Social, Video, Mobile & Utility
04/17/2014
Me
• Digital Producer
• Started in entertainment for MTV / VH1
• Agency side in ‘digital production’
• Pure-play digital, ...
My assumptions
• You will work for brands that are regionally, nationally or globally-
recognized (this is not geared to S...
We aren’t covering
• Media planning
• Production dos and don’ts
• Measurement / metrics
• Stuff you already know (eg. the ...
Digital is kind of a big deal.
strategy for digital…
content
communications
products
services
experiences
…?
Current trend…
OMNICHANNEL
Facebook
Twitter
Instagram / Tumblr
Youtube
Apps
Websites
Web-connected products
TV Commercials
Brands online
Our digital ...
Success is upon us
Question you
should be asking
Who is really succeeding here?
For example:
Brand Awareness
–GE President, Olympic Sponsorship and Corporate Sales
“If you can’t find a link to driving company profits—
don’t do it!”
An Illustration
Video - keynote only
An Illustration
Video - keynote only
We did everything right.
GE 2012
Olympics
15
responsive
websites 

(on NBC, ESPN)
dynamic banners
data viz.
yelp integration
116 videos
celebrities...
–Global executive director of digital advertising at GE
"This is not just a 17-day (social-media) goal. The Olympics
are s...
The problem with ‘success’
• Campaign-centric planning and interruption-based
thinking as foundational for all work
• A co...
Most successful digital
marketing fails for customers.
!
Deliverables are a misdirect.
!
We’ve got to change our foundatio...
AUTHENTICITY
Not ‘what to do’
!
HOW TO BE
!
‘what to do’ follows
How did we get here?
success vs. value
SUCCESS
Brand manager
SUCCESS
Brand manager
Boss(s)
SUCCESS
Brand manager
Procurement
Boss(s)
SUCCESS
Brand manager
Procurement
Boss(s)
‘Digital’ floater(s)
SUCCESS
Brand manager
Procurement
Boss(s)
‘Digital’ floater(s)
SUCCESS
Customers
Eyeballs
Brand manager
Procurement
Boss(s)
‘Digital’ floater(s)
SUCCESS
Customers
Eyeballs
Agency Partners
Brand manager
Procurement
Boss(s)
‘Digital’ floater(s)
SUCCESS
Customers
Eyeballs
Agency Partners
Brand manager
Procurement
Boss(s)
‘Digital’ floater(s)
SUCCESS
Customers
Eyeballs
Agency Partners
Brand manager
Procurement
Boss(s)
‘Digital’ floater(s)
SUCCESS
Customers
Eyeballs
Agency Partners
Brand manager
Procurement
Boss(s)
‘Digital’ floater(s)
SUCCESS
Customers
Eyeballs
Agency Partners
IT / IS
PRODUCT
RETAIL /
CHANNEL
ECOMMERCE
Brand manager
Procurement
Boss(s)
‘Digital’ floater(s)
SUCCESS
Customers
Eyeball...
VALUE
VALUE
THE BRAND (YOU)
VALUE
THE BRAND (YOU)
Customers
VALUE
Silos
BRAND
COMMS
IT / IS
PRODUCT RETAIL
THE BRAND (YOU)
Customers
VALUE
Silos
BRAND
COMMS
IT / IS
PRODUCT RETAIL
THE BRAND (YOU)
Customers
VALUE
Silos
BRAND
COMMS
IT / IS
PRODUCT RETAIL
THE BRAND (YOU)
Customers
Agency Partners
CREATIVE
SHOPPER
MKTG
SOCIAL RETA...
VALUE
Silos
BRAND
COMMS
IT / IS
PRODUCT RETAIL
THE BRAND (YOU)
Customers
Agency Partners
CREATIVE
SHOPPER
MKTG
SOCIAL RETA...
VALUE
Silos
BRAND
COMMS
IT / IS
PRODUCT RETAIL
THE BRAND (YOU)
Customers
Agency Partners
CREATIVE
SHOPPER
MKTG
SOCIAL RETA...
VALUE
Silos
BRAND
COMMS
IT / IS
PRODUCT RETAIL
THE BRAND (YOU)
Customers
Agency Partners
CREATIVE
SHOPPER
MKTG
SOCIAL RETA...
‘SUCCESS’ VALUEVS.
Brand-first
Campaigns
Fast
Metrics to prove value
Listening to write a case study
Execution is easier
Ma...
Obvious right?
Obvious right?
Easter / seasons!
Obvious right?
Easter / seasons!
New product release
Obvious right?
Easter / seasons!
New product release
Earnings are down
Obvious right?
Easter / seasons!
New product release
Earnings are down
Industry pressure
Obvious right?
Easter / seasons!
New product release
Earnings are down
Industry pressure
KPIs & bonuses
Obvious right?
Easter / seasons!
New product release
Earnings are down
Industry pressure
KPIs & bonuses
Bad press
Obvious right?
Easter / seasons!
New product release
Earnings are down
Industry pressure
KPIs & bonuses
Bad press
Fiscal y...
How to avoid shiny objects,
sure things, and rabbit holes
Problems vs. symptoms
• Everything is connected
• Question things- metrics are the
opiate of the marketers
• Human psychol...
Getting to values
• Be honest about your brand
• Who do you serve?
• What matters to them?
Be honest about your brand
• Field research
• Fly-on-the-wall observation
• Surveys and cultural probes
• Extreme Intervie...
Who do you serve?
• Field research
• Walk-a-Mile Immersion
• Interviewing / contextual
inquiry
• Existing consumer researc...
What matters to them?
• Field research
• Camera journal
• Narration / Contextual Inquiry
• Unfocus group
• Journey Maps
• ...
Make lots of friends
• Strategic Partnerships
• Channels
• IT
• eCommerce
• Retail
• Product
Your values become real
• Your baseline for digital marketing is colorful, specific and full of insight:
• A true brand ‘SW...
Transformation is hard
But it is worth it
What if you were Walgreens?
• What if I don’t have an authentic place in the channels? (what if I’m
Walgreens?)
• Entertai...
Workshop
• Group up
• Review the brief
together
• Do empathy map
• Decide on a few
commitments
Things silos are doing
Pharmacy chat
New Point of Sale
New loyalty program w/ fitbit
Order prescriptions from your phone
De...
Workshop
• Parents (choose the mother or father; younger or older)
• Situation (examples)
• Child gets burned / has rash f...
Some of what happened
• Youtube
• https://www.youtube.com/results?search_query=walgreens
• Twitter/Facebook/Instagram
• ht...
Does this mean
• I shouldn’t do [insert deliverable]?
• Classic metrics don’t matter?
No
• The problem with failing to succeed isn’t execution or failure to
measure - its strategy and the communications parad...
THANK YOU
marceminor@gmail.com
Appendix.
My thoughts on…
How to use…social
• Use it mostly for listening, learning and responding. Its a customer-
service tool for marketing, not ...
How to use…video
• Depending on your brand, entertainment-based content may be your best
bet for serving people. Most bran...
How to use…mobile/utility
• Be as close as you can to purchase intent - retail and POS is really
wonderful and mostly unex...
How to use…brand sites
• See previous slide on mobile (ex…they are the same thing).
• If you have eCommerce, don’t be scar...
…knowing what to do doesn’t
make a great marketer
!
Relentlessly focus on values
and the rest follows
Tactical
Rigor
Strat...
Success in Digital Marketing: Dealing with root causes of failure
Success in Digital Marketing: Dealing with root causes of failure
Success in Digital Marketing: Dealing with root causes of failure
Success in Digital Marketing: Dealing with root causes of failure
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Success in Digital Marketing: Dealing with root causes of failure

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Lecture given to MBA students at UNC Chapel Hill in 2014. What does it mean to succeed in digital and how to avoid industry traps. Also, why does digital marketing fail even when we think it succeeds.

Generously invited by the wonderful Professor JoAnn Sciarrino - http://www.jomc.unc.edu/directory/faculty/joann-sciarrino

Published in: Marketing, Business
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Success in Digital Marketing: Dealing with root causes of failure

  1. 1. Success in Digital Social, Video, Mobile & Utility 04/17/2014
  2. 2. Me • Digital Producer • Started in entertainment for MTV / VH1 • Agency side in ‘digital production’ • Pure-play digital, creative agencies and in-house • Brands like M&M’s, Snickers, Pedigree, GE, Nike, and MAC Cosmetics • Digital advertising (content, ads, contests, microsites), brand websites, web software, mobile apps, internal sales systems, web-connected products, and installations
  3. 3. My assumptions • You will work for brands that are regionally, nationally or globally- recognized (this is not geared to SMBs) • Most of you will work on the client-side in some kind of marketing capacity • You have some experience actually trying to market in a real-world setting • B2C
  4. 4. We aren’t covering • Media planning • Production dos and don’ts • Measurement / metrics • Stuff you already know (eg. the O continuum) • Storytelling • Organizational structure and change management • Branded entertainment
  5. 5. Digital is kind of a big deal.
  6. 6. strategy for digital… content communications products services experiences …?
  7. 7. Current trend… OMNICHANNEL
  8. 8. Facebook Twitter Instagram / Tumblr Youtube Apps Websites Web-connected products TV Commercials Brands online Our digital lives EXERCISE - INFORMAL POLL Immediate recall - Something you enjoyed and/or passed on 1 person = 1 answer = 1 sticky Use different color stickies for answers
  9. 9. Success is upon us
  10. 10. Question you should be asking Who is really succeeding here?
  11. 11. For example: Brand Awareness
  12. 12. –GE President, Olympic Sponsorship and Corporate Sales “If you can’t find a link to driving company profits— don’t do it!”
  13. 13. An Illustration Video - keynote only
  14. 14. An Illustration Video - keynote only
  15. 15. We did everything right.
  16. 16. GE 2012 Olympics 15 responsive websites 
 (on NBC, ESPN) dynamic banners data viz. yelp integration 116 videos celebrities rich media ads Facebook app Sponsored stories live twitter visualization
  17. 17. –Global executive director of digital advertising at GE "This is not just a 17-day (social-media) goal. The Olympics are step one."
  18. 18. The problem with ‘success’ • Campaign-centric planning and interruption-based thinking as foundational for all work • A complicit industry (metrics can be misleading) • Marketing as science (feeling of control)
  19. 19. Most successful digital marketing fails for customers. ! Deliverables are a misdirect. ! We’ve got to change our foundations.
  20. 20. AUTHENTICITY Not ‘what to do’ ! HOW TO BE ! ‘what to do’ follows
  21. 21. How did we get here? success vs. value
  22. 22. SUCCESS
  23. 23. Brand manager SUCCESS
  24. 24. Brand manager Boss(s) SUCCESS
  25. 25. Brand manager Procurement Boss(s) SUCCESS
  26. 26. Brand manager Procurement Boss(s) ‘Digital’ floater(s) SUCCESS
  27. 27. Brand manager Procurement Boss(s) ‘Digital’ floater(s) SUCCESS Customers Eyeballs
  28. 28. Brand manager Procurement Boss(s) ‘Digital’ floater(s) SUCCESS Customers Eyeballs Agency Partners
  29. 29. Brand manager Procurement Boss(s) ‘Digital’ floater(s) SUCCESS Customers Eyeballs Agency Partners
  30. 30. Brand manager Procurement Boss(s) ‘Digital’ floater(s) SUCCESS Customers Eyeballs Agency Partners
  31. 31. Brand manager Procurement Boss(s) ‘Digital’ floater(s) SUCCESS Customers Eyeballs Agency Partners
  32. 32. Brand manager Procurement Boss(s) ‘Digital’ floater(s) SUCCESS Customers Eyeballs Agency Partners
  33. 33. IT / IS PRODUCT RETAIL / CHANNEL ECOMMERCE Brand manager Procurement Boss(s) ‘Digital’ floater(s) SUCCESS Customers Eyeballs Agency Partners
  34. 34. VALUE
  35. 35. VALUE THE BRAND (YOU)
  36. 36. VALUE THE BRAND (YOU) Customers
  37. 37. VALUE Silos BRAND COMMS IT / IS PRODUCT RETAIL THE BRAND (YOU) Customers
  38. 38. VALUE Silos BRAND COMMS IT / IS PRODUCT RETAIL THE BRAND (YOU) Customers
  39. 39. VALUE Silos BRAND COMMS IT / IS PRODUCT RETAIL THE BRAND (YOU) Customers Agency Partners CREATIVE SHOPPER MKTG SOCIAL RETAIL
  40. 40. VALUE Silos BRAND COMMS IT / IS PRODUCT RETAIL THE BRAND (YOU) Customers Agency Partners CREATIVE SHOPPER MKTG SOCIAL RETAIL
  41. 41. VALUE Silos BRAND COMMS IT / IS PRODUCT RETAIL THE BRAND (YOU) Customers Agency Partners CREATIVE SHOPPER MKTG SOCIAL RETAIL
  42. 42. VALUE Silos BRAND COMMS IT / IS PRODUCT RETAIL THE BRAND (YOU) Customers Agency Partners CREATIVE SHOPPER MKTG SOCIAL RETAIL
  43. 43. ‘SUCCESS’ VALUEVS. Brand-first Campaigns Fast Metrics to prove value Listening to write a case study Execution is easier Marketing department only Person-first Commitments (can have campaigns) Slow Metrics to learn and change Listening to listen and act Execution is harder Whole organization involvement
  44. 44. Obvious right?
  45. 45. Obvious right? Easter / seasons!
  46. 46. Obvious right? Easter / seasons! New product release
  47. 47. Obvious right? Easter / seasons! New product release Earnings are down
  48. 48. Obvious right? Easter / seasons! New product release Earnings are down Industry pressure
  49. 49. Obvious right? Easter / seasons! New product release Earnings are down Industry pressure KPIs & bonuses
  50. 50. Obvious right? Easter / seasons! New product release Earnings are down Industry pressure KPIs & bonuses Bad press
  51. 51. Obvious right? Easter / seasons! New product release Earnings are down Industry pressure KPIs & bonuses Bad press Fiscal year end Budgets don’t roll over
  52. 52. How to avoid shiny objects, sure things, and rabbit holes
  53. 53. Problems vs. symptoms • Everything is connected • Question things- metrics are the opiate of the marketers • Human psychology is key to understanding industry-wide failing at marketing effectiveness Tactical Rigor Strategy Values
  54. 54. Getting to values • Be honest about your brand • Who do you serve? • What matters to them?
  55. 55. Be honest about your brand • Field research • Fly-on-the-wall observation • Surveys and cultural probes • Extreme Interviews • Existing research, social listening • Internal performance metrics (bottom-line figures) and SWOT • Information radiators
  56. 56. Who do you serve? • Field research • Walk-a-Mile Immersion • Interviewing / contextual inquiry • Existing consumer research, social and CRM data • Stakeholder and Empathy maps • Personas
  57. 57. What matters to them? • Field research • Camera journal • Narration / Contextual Inquiry • Unfocus group • Journey Maps • Affinity diagram / card sort • Information radiators
  58. 58. Make lots of friends • Strategic Partnerships • Channels • IT • eCommerce • Retail • Product
  59. 59. Your values become real • Your baseline for digital marketing is colorful, specific and full of insight: • A true brand ‘SWOT’ with real life examples and participants for future test & learns • A nuanced, deep and wide understanding of your target with data to inform partners and internal friends • Specific ideas for the things your audience cares about and the factors that influence their behavior
  60. 60. Transformation is hard But it is worth it
  61. 61. What if you were Walgreens? • What if I don’t have an authentic place in the channels? (what if I’m Walgreens?) • Entertainment as value?
  62. 62. Workshop • Group up • Review the brief together • Do empathy map • Decide on a few commitments
  63. 63. Things silos are doing Pharmacy chat New Point of Sale New loyalty program w/ fitbit Order prescriptions from your phone Developer program (open API)
  64. 64. Workshop • Parents (choose the mother or father; younger or older) • Situation (examples) • Child gets burned / has rash for longer than normal / warts in strange spots …etc - not sure what to do • At a new doctor; need to select a pharmacy to send prescriptions to • Spouse wants pictures from the weekend getaway printed for get together with friends tonight • GOAL: What can we do with digital marketing to change our image?
  65. 65. Some of what happened • Youtube • https://www.youtube.com/results?search_query=walgreens • Twitter/Facebook/Instagram • https://twitter.com/search?q=walgreens&src=typd • https://www.facebook.com/Walgreens • http://www.snapsbywalgreens.com/walgreensluv/ • Other • https://itunes.apple.com/us/app/walgreens/id335364882?mt=8 • http://www.google.com/trends/explore#q=walgreens • https://developer.walgreens.com/ • Mobile • https://itunes.apple.com/us/app/printicular-print-instagram/id570103834?mt=8
  66. 66. Does this mean • I shouldn’t do [insert deliverable]? • Classic metrics don’t matter?
  67. 67. No • The problem with failing to succeed isn’t execution or failure to measure - its strategy and the communications paradigm • Marketing fails to build the brand and business because it isn’t values- first. It has no insight and is not primarily concerned with the customers. We need marketers who will go to the mat for the customer. • That will change strategy and its connection to the tactics through the line. Sometimes it will mean heavy social media and branded entertainment. Often it won’t.
  68. 68. THANK YOU marceminor@gmail.com
  69. 69. Appendix. My thoughts on…
  70. 70. How to use…social • Use it mostly for listening, learning and responding. Its a customer- service tool for marketing, not for entertainment. • Only a few brands have the right to be entertaining socially (eg. use it as a channel for pushing content). Be honest with yourself. • Take the ‘O Continuum’ seriously • Question the marketing science with social as media; have meaningful metrics
  71. 71. How to use…video • Depending on your brand, entertainment-based content may be your best bet for serving people. Most brands think it is but its only right for a few. Its a crowded space. Consider content from other angles. • If you are a content-brand (eg. CPG), put all your eggs in this basket. Focus entirely on creating wildly entertaining content that is participating in the existing dialog online. Ignore utility. • Don’t start with your brand. Start with what people are enjoying and go from there. Hire lots of awesome partners and take lots of small bets until you have clear sight for a big bet. • Make CSR (corporate social responsibility) your business; align with a cause
  72. 72. How to use…mobile/utility • Be as close as you can to purchase intent - retail and POS is really wonderful and mostly unexplored • Find ways to improve customer experience with unexpected small ‘digital’ bets. Mobile is very popular with brands but few use it right. • Get back to the basics - use ‘digital’ to help grow revenue and that doesn’t always mean targeting your consumers directly with promotions or campaigns (eg. consider sales tools) • Don’t make an app unless your solving a real problem. If you do make an app, dedicate yourself to it beyond a campaign. Commit to solving the problem, not to your campaign cycle.
  73. 73. How to use…brand sites • See previous slide on mobile (ex…they are the same thing). • If you have eCommerce, don’t be scared of them! Its amazing how often the marketing and store teams have near zero engagement with each other. • Reconsider what a ‘brand site’ is. Create a joint task force to serve the customer. You serve the same person.
  74. 74. …knowing what to do doesn’t make a great marketer ! Relentlessly focus on values and the rest follows Tactical Rigor Strategy Values
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