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5. Marketing Analytics
1. The Funnel
FUNDAMENTALS
2. Customer Experience
3. Product
4. Integrated Marketing Communications
Structuring
Marketing
Teams
Neighbours of Potential Customers incl. former customers / ourselves
Potential Customers
New Customers
Repeating Customers
MARKETING FUNDAMENTALS
“The Funnel”
CX
a fundamental concept, underlying everything businesses do at work
“The Funnel”
MARKETING FUNDAMENTALS
Tracking Many Different Perspectives on Each Object
For Commercial Profit / Competitive Advantage
Customer
Experience
CX
SEGMENTATION ( example : 6-7 dimensions )
● ASL
○ Age
○ Sexual Orientation, Gender Identity
and Expression (SOGIE)
○ Location
● Socio-economic, Political, Cultural
orientation
○ Earnings / Lifestyle
- present
- aspirational
○ Race / Fashion / Party / Tribe
Tracking Many Different Perspectives on Each Object
For Commercial Profit / Competitive Advantage
MARKETING FUNDAMENTALS
THE PRODUCT
Food & Beverage Personal
Interaction
Buildings &
Landscapes
Fittings &
Furniture
80% of revenue
ex-lockdown
99% of revenue
during
lockdowns
Product … CONTROLS CX
What People
Pay Us for
Includes things which are “free-of-charge”
and packaged together with “charged” items.
CX
MARKETING FUNDAMENTALS
Product
Neighbours of Potential Customers incl. former customers
When the
Product is
Absent
(Who) said (What) about (Which Product)?
THE PRODUCT
Potential Customers
New Customers
Repeating Customers
Marketing Communications … CONTROLS CX
MARKETING FUNDAMENTALS
CX
Comms.
Social Media sometimes
Social Media sometimes
IMC
INTEGRATED Marketing Communications … CONTROLS CX BETTER
MARKETING FUNDAMENTALS
Signage What we say online / offline
Labels / Packaging What we say online / offline
Text / Audio / Video What we say online / offline
Ads What we say online / offline
Content Marketing What we / others say online / offline, indirectly
SEO What search engines say online
Homepage What we say online
E-Store / E-Ordering What we say online
Penalties / Awards What the authorities say online / offline
Direct Marketing What we say online / offline, directly
Reviews What customers say online
Influencers What key opinion leaders say online / offline
May be
Paid or
Unpaid
Social Media sometimes
Social Media sometimes
Social Media sometimes
Social Media sometimes
Social Media sometimes
Social Media sometimes
Social Media sometimes
Social Media sometimes
CX
Social Media sometimes
Social Media sometimes
Public Relations What others say when we’re not there Social Media sometimes
measure all
MARKETING ANALYTICS … measures the effectiveness, of how IMC controls CX
MARKETING FUNDAMENTALS
CX

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Structuring Marketing Teams

  • 1. 5. Marketing Analytics 1. The Funnel FUNDAMENTALS 2. Customer Experience 3. Product 4. Integrated Marketing Communications Structuring Marketing Teams
  • 2. Neighbours of Potential Customers incl. former customers / ourselves Potential Customers New Customers Repeating Customers MARKETING FUNDAMENTALS “The Funnel”
  • 3. CX a fundamental concept, underlying everything businesses do at work “The Funnel” MARKETING FUNDAMENTALS Tracking Many Different Perspectives on Each Object For Commercial Profit / Competitive Advantage Customer Experience
  • 4. CX SEGMENTATION ( example : 6-7 dimensions ) ● ASL ○ Age ○ Sexual Orientation, Gender Identity and Expression (SOGIE) ○ Location ● Socio-economic, Political, Cultural orientation ○ Earnings / Lifestyle - present - aspirational ○ Race / Fashion / Party / Tribe Tracking Many Different Perspectives on Each Object For Commercial Profit / Competitive Advantage MARKETING FUNDAMENTALS
  • 5. THE PRODUCT Food & Beverage Personal Interaction Buildings & Landscapes Fittings & Furniture 80% of revenue ex-lockdown 99% of revenue during lockdowns Product … CONTROLS CX What People Pay Us for Includes things which are “free-of-charge” and packaged together with “charged” items. CX MARKETING FUNDAMENTALS Product
  • 6. Neighbours of Potential Customers incl. former customers When the Product is Absent (Who) said (What) about (Which Product)? THE PRODUCT Potential Customers New Customers Repeating Customers Marketing Communications … CONTROLS CX MARKETING FUNDAMENTALS CX Comms.
  • 7. Social Media sometimes Social Media sometimes IMC INTEGRATED Marketing Communications … CONTROLS CX BETTER MARKETING FUNDAMENTALS Signage What we say online / offline Labels / Packaging What we say online / offline Text / Audio / Video What we say online / offline Ads What we say online / offline Content Marketing What we / others say online / offline, indirectly SEO What search engines say online Homepage What we say online E-Store / E-Ordering What we say online Penalties / Awards What the authorities say online / offline Direct Marketing What we say online / offline, directly Reviews What customers say online Influencers What key opinion leaders say online / offline May be Paid or Unpaid Social Media sometimes Social Media sometimes Social Media sometimes Social Media sometimes Social Media sometimes Social Media sometimes Social Media sometimes Social Media sometimes CX Social Media sometimes Social Media sometimes Public Relations What others say when we’re not there Social Media sometimes
  • 8. measure all MARKETING ANALYTICS … measures the effectiveness, of how IMC controls CX MARKETING FUNDAMENTALS CX