Tag Archives: digital media

PERSONAL CUSTOMER EXPERIENCE… PCX

Mobile 1 to 1– is No. 1

Big data technology keeps giving brands more and more personal information about YOU. The rise of technologies available to brands keeps enabling each brand to know intimate details about consumer behaviors. These technologies deliver opportunities to create more personal, 1 to 1 customer experiences (PCX) that will hopefully earn loyalty from customers, not only for their own satisfaction, but also for giving recommendations to others.

What would now be the brand’s strategy for PCX? It is being reported that there is a billion-dollar market for advertising sales on mobile videos. Major wireless carriers will be selling personalized ads that can target 1 to 1 with advanced Web videos. Digital PCX will also help retailers improve their omni-channel blend between digital, mobile and physical — “brick and mortar”– in innovative ways.

Drawing by Art Winters
Drawing by Art Winters

What does this all mean for the future of PCX? Is the future of media all about our mobile devices? This rapidly advancing mobile age has certainly created remarkable omni-channel experiences for consumers everywhere in the world, from obtaining instant news, entertainment, to shopping options galore. The interaction that must now be an essential factor for developing strategic PCX is and will continue to be mobile.

With the newest mobile technology in the hands of the customer, retailers are increasing their use of mobile devices to enhance the in-store sales associates’ ability to better serve their customers face-to-face. Whether it is to check prices of competitors; expand the inventory beyond what the store can or does carry; read reviews; arrange for special ordering and shipping; and even to geotarget customers with special and relevant offers as they move through the store.

A newer app option to explore is the concept for visual searching – photographing an item seen on someone while in the street and asking the retailer what they have that is similar.

people

Both the brand and retailer’s mission is to help the customer enjoy the shopping experience and deepen the relationship between them.

What new PCX technologies have you experienced and enjoyed?


Arthur & Peggy Winters co-teach SXB 200 Brand Marketing Communications for Image & Meaning and SXR 050 Intro to Branding: The Art of Customer Bonding.

Stop marketing, and you’ll see a change

We’re usually so busy trying to get started in marketing that we tend to forget that once we start, we need to continue. What happens if we don’t?

Today’s guest blogger,  Aruna Inalsingh (http://www.animarketingservice.com/) provides some insight into marketing, measurements and meltdowns of the corporate variety.  Aruna is President and Found of Ani Marketing Services Ani Marketing Service, and has years of experience providing strategic marketing solutions for a wide  range of companies, products, and services, starting their new programs and improving their existing ones.

“As a career marketer, one of the most common client requests is for a direct correlation between marketing investments and business revenues.  The reality is that it is indeed hard to quantify direct success from marketing programs.  Although with digital media, it’s getting easier, as you can track the number of followers, visitors, clicks, and online sales– especially if you don’t have any brick and mortar stores.  Furthermore, it is true that marketing takes time, resources, and/or money – ask Walmart’s CFO, Charles Holley!

That being said, here’s a story we like to tell about the value of marketing, which is exemplary of scientific proofs where you cannot prove if something is true, but you can prove if something is not true:
Seiko Watches was founded in 1881.  They were a strong believer in marketing, and with an ongoing commitment to invest in company promotion, within a short amount of time they developed a solid reputation for affordable and reliable watches. Seiko had a monopoly on this market until 1930, when Citizen Watches was established. Citizen wanted to be the Pepsi to the Coca-Cola, if you will. Citizen proceeded to invest as much money in marketing, if not more than Seiko, to achieve a similar brand recognition (and revenue stream). It never happened … until 2008. The global financial crisis in 2008 hit everyone hard. Seiko and Citizen had to make strategic decisions. Seiko decided its brand was strong enough to temporarily sustain itself with a skeletal marketing staff, and Citizens decided to maintain as much of its marketing program as possible, in context of its diminishing budget. In 2010, when Seiko was ready to re-invest in its marketing program, initial research showed that the consumer market thought Seiko had gone out of business and therefore had turned to Citizen as the market leader. It took 2 years of marketing withdrawal to ruin the 127 year old Seiko watch dynasty. Today Citizen has a similar brand and market value to Seiko.”

 

Sandra Holtzman teaches CEO 035: Licensing.
She is the author of Lies Startups Tell Themselves to Avoid Marketing.