You might have heard about the traditional 5 key metrics in measuring your marketing and online marketing success:

1. Awareness
2. Influence
3. Attitude
4. Response
5. Value

But what if there was a different approach we should be taking in our measurement?  One that will clearly define whether or not we need to rework and refine our own messaging and positioning in the marketplace?  The 6^th Key metric, in fact, encompasses them all, and lies in the term we (not so) loosely term: Customer Value Management.

So let us explore…

1. Awareness
   Getting awareness right in the sense of volume to your site, your brand name and your social presence, is a great way of measuring your marketing success.  In terms of Customer Value Management (CVM), though, this does not clearly indicate our success in getting our message across.The measurement here is to ensure that your brand persona or messaging clearly outlines your value proposition, and that it is interpreted this way.  People build trust relationships, and if they do not understand what you’re representing and understand your positioning, they won’t trust your brand and interact.

   It’s not about what you say, but about how they interpret it.

2. Influence
   To measure your influence in understanding that people believe in you so much and enjoy the influence you have in their decision making process, that they want to keep you close. They want you to not only influence them, but also the people around them continuously.
   
   
3. Attitude
   Oftentimes we measure attitude by what we hear people say about our brand or marketing messages.  Let’s turn it around and start by looking at our own attitudes.  If our attitudes are right, if what we say and do make people want to draw near and feel the need to connect and affiliate, then we got it right.  If not, we need to go back to the proverbial drawing board and re-assess where the attitude pointing outwards should or could be adjusted.
   
   
4. Response
   Traditionally response is seen as the response to your message.  Increased sales, increased revenue and more likes and fans in the social realm.  These are all good principles to measure response and have been the driving force behind charts and graphs for years.  And they work.But in terms of the customer and their value, we need to look at our own response to their response.  When faced with a challenge, do we respond with an open mind, or do we react arrogantly?  Do we welcome their opinions on our brand, or follow the regiment ways of mass media, not allowing them to form part of our ethos?

   People don’t care what we know, until they know that we care.
   

5. Value
   And finally – instead of seeing our clients and marketing as just the impact on our bottom line, seeing what value we are adding to them. This is exactly the shift marketing needs to make when we look at our brands becoming interactive instead of trying to dictate to the mass media and enforcing our ideas on the predominantly ‘prosumer’ market.

   Our measurement in engagement value should provide the flexibility and insight to measure whether or not the market is letting us in.

Most of us love the idea (still) of speaking or broadcasting our ideas and values.  The world has changed and is changing as we speak.  New measurement metrics are key to keeping abreast of our client partners, and in this measurement, crucial to our realignment of voice and strategy.

Influence and Collaboration: Robin Pullen, BCI

We’ve all heard of it by now, the Consumer Protection Act or CPA for short, effective since the 1^st of April 2011. Finally the “little guys” have the power, to a degree, when buying goods and services. The act covers various consumer rights relating to buying goods and services; the return, repair and refunds thereof; fixed agreement terminations and a few others. The areas of the act that we will focus on that impacts on marketing, though, are: Right 2: the right to privacy, and Right 3: the right to fair and responsible marketing.

Gone are the days of telesales agents calling you at every conceivable hour of the day to sell you that Cellphone contract that you do not want or need. Also, you have the right to demand being removed from mailing lists if you receive spam text SMS’s that do not give you the option to opt out. This also pertains to all other forms of spam emails and other correspondence. This is certainly great news for the consumers, but how does this affect the marketers of all these goods and services? Well now there are fewer avenues to reach potential customers, but there is one avenue that many marketers are starting to rely on to reach an ever-growing online market.

The online population has exploded in the last ten years, with companies like Facebook having more users than all but 3 countries’ populations on earth and marketing budgets all over the world are moving over from the old traditional forms to the new age of marketing, online marketing. The biggest player on the online information/ search engine market is undoubtedly Google. Whenever there is something you want to know, buy or sell, Google can provide you a portal to literally Billions of websites, information and potential customers.

So what does this have to do with the CPA, well it comes down to two words: Permission Marketing. Permission marketing, the opposite is called interruption marketing, is when consumers give you “permission” to advertise and sell to them by clicking on adverts and websites and by searching for information or products. Thus they are coming to you for this info and thus the CPA places no restrictions on this form of marketing. Many large companies are relying heavily on their websites to sell their products and services and some companies do not even have physical offices anymore.

To conclude, the CPA has contributed heavily to the changing face of marketing in South Africa and marketers everywhere have had to adapt their strategies to accommodate this. Companies are spending millions each month advertising using Google and Facebook ads as well as optimizing their websites to rank high on search engines (SEO). The only question that remains is “Can you afford not to adapt your marketing strategy as well”?

Long before automobiles came into existence, business entrepreneurs worldwide saw the potential of advertising.  They instinctively knew even then, that if people saw the names of their companies before that of their competitors, they would more likely purchase from them before they would their competitors, firstly due to awareness, and secondly because it would establish them as trusted brands that people would want to associate with.

The first of these industries to understand the value of this kind of lure, was the hotel industry, and they not only advertised their motel or inn on the first real en masse method of advertising, but quickly adapted their billboard signage to include distance to and amenities at their establishments.

The rise of the automobile meant more people were travelling, many other industries started seeing the value of this form of advertising and quickly adapted their strategies to include a billboard (or six) along the side of industrious motorways.

Many years later, radio and television were introduced, and around that formed a hype and a belief that these forms of advertising would reach masses faster and more effectively than that of traditional advertising.  And, while this is true to certain national and multi-national companies, it does not detract from the fact that, if someone is not listening to or watching at the exact time that your advert is showing, you will not be seen or heard.

This, while the faithful billboard stands -24/7, for everyone to see, at any time, all the time – for as long as you keep your advert showing.

But, advertisers say, isn’t it expensive?
In light of TV and radio?  In light of a 15s or 30s advert possibly lost on a phone call, a thought, or the 10seconds it takes to read a billboard instead whilst in traffic?

But, advertisers say, is it measurable?  How do I know it is not a complete ‘spray and pray’ approach?  And what is my return on investment?
In lieu of these absolutely valid questions, we have set up a few questions to ask yourself before considering a billboard, or any other form of marketing, to see its viability:
1.  What is my strategy? Is it brand awareness or direct response?
2.  How will I structure my messaging to incorporate my strategy?
3.  And finally, where will I place said message?

Either way you look at it, though, people will need to be aware of you before they will associate with you.  And in reference to cutting through the clutter, this is one of the effective ways of standing out above the rest.

It goes without saying, then, that a business without a sign is not only a sign of no business, but a recipe for disaster.

We’re living in an era of information-overload, so cutting through the clutter is no longer an option.  It has become a necessary skill that every one of us has acquired – and mastered.

Gone are the days of waiting patiently for a letter in the post, of standing in line to see if you got some form of communication from a far away friend or relative, and then cherishing every second and every word the letter contained.  In fact, gone are the days of even reading every word in every letter.

What does this mean to us corporates wanting to impart valuable educational information to our clients?  How does this affect our marketing strategies and capture the attention of our potential clients?

We need to innovatively adapt. We need to look at avenues where customers choose to interact with us, rather than the other way round.  We need to impart product knowledge, educate and sell, rather, to the customer while they are either in need of it, or actively looking at acquiring it – where they are most amenable to receiving the information and acting on it.

Where is this, you ask?

The internet.
It has become the single, biggest source of information, education and product listings and guidelines – not only for this next emerging generation, but for everyone.  Lugging the Britannica encyclopedia series or sets of catalogues of all your favourite (and new) products along with you, now means carrying a laptop with 3G access, and most probably utilizing search engines.  In fact, with the emerging market of smartphones, accessing the internet has become even less than all of that already.
Looking at this trend, it would be of utmost importance then, to ensure that you have a website – and more importantly, to have it visible.

While everyone is uncluttering and wading through oceans of information, take the lead by streamlining and honing in your advertising and marketing.  It will probably be the best time spent on business strategy ever!

I know this has probably been discussed so many times online that everyone is an expert on the topic by now. Everybody understands the strengths and weaknesses of either form of marketing by now… But then why is it still so difficult to sell it to some top management executives or directors? If everyone knows about the awesome benefits of online marketing why are so few companies really harnessing its powers?

The answer is most people don’t understand it or have bad experiences of marketing online. The key here is simple, just like with any other traditional marketing your strategy needs to be clearly defined but before we go into that lets look at the two different forms.

Traditional marketing can be defined as any form advertising that was used prior to the Internet. The lines are definitely being blurred but this is a good rule of thumb to live by. Classic forms of this are radio, TV, billboards and flyers. Anything since then that is served using an Internet connection can be classified as an online marketing.  Online marketing includes search engine marketing, banner advertising, email marketing and quite a few more.

Now where these fundamentally differ is in the goals that they achieve. Traditional marketing has most of its power vested in building and broadening reach of businesses brands. This is definitely a key factor that no company could survive without. Online marketing on the other hand is a form of direct marketing, which means that the audience has the chance to directly respond to advertising as they are exposed to it. This vastly increases ROI as users are able to respond while they experience a need compare to traditional where they need to remember it so they can respond to it later.

Another factor that sets apart the two forms of advertising is measurability. Online marketing is the clear winner when it comes to measurability as it takes place in an environment that allows us to track our customers from the adverts they click on till they perform actions that are valuable to our business. Traditional marketing has developed some forms of tracking but they have stumbling blocks, one of the biggest being that they rely on human memory. People forget the tracking telephone number you offer them or they forget to claim the discount code which kills most tools you have to track traditional adverts. This means you will only ever be able to see a sample of the users that traditional marketing generates.

The high ROI of online marketing means even SME’s can take advantage of it and yield great results from it. They can also measure exactly where their leads are originating from and optimize their campaigns accordingly. When it come to corporate companies the combination of traditional marketing and online marketing means that prospective customers manage to find you after you have stimulated a need with traditional marketing. Not only that but the branding power of your traditional marketing campaign means that your visitors from online marketing will convert into leads or sales far higher than when using only one form.

So how do you convince your boss? Well you now have some facts to use and my favorite is measurability. The fact that you can launch an online marketing campaign and track every lead or sale generate by it means that you will be able to demonstrate the benefits even when you implement a smaller test campaign.

Directors need to make a business run sustainably and this means that it comes down to numbers for them. If you can show them the return on investment that online marketing generates they would be crazy not to buy into the idea.