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Disruption leading to O2O

Disruption leading to O2O

Today’s marketing teams have to be technologically literate, data savvy, and agile
Fast moving technology and changing business models have played a part in disrupting every industry from farming to pharma, but it’s easy to overlook their impact on marketing and communications. How has the profession evolved in the face of potential disruption?

We spoke to Barbara Bates, global CEO of international communications agency Hotwire, to find out.

After growing up in Silicon Valley, working as a television reporter, and then starting a technology PR agency from scratch, Bates is not your average marketer. For 25 years, she ran PR agency, Eastwick until it was acquired by Hotwire in 2016. Following the acquisition, Bates was asked to become the global CEO. Now, she runs the company’s operations across Australia, the US, Europe, and Asia.

“We used to talk about ourselves as a technology communications firm, working with tech companies, but now we work with all different types of companies… Every company wants to be a technology company, or leverage innovation to build value around their brand. That’s something we’re really good at.”

Automating marketing
Technology is oiling the wheels of marketing, and according to Bates, most marketers now recognise that disruptive technology will help rather than replace them.

“We’re at a point where people are trying to be smart about leveraging technology that will either automate, or make more efficient, some of the more commoditised parts of our business around data like gathering research and coverage tracking,” she explains. “When it comes to AI, I think people assume that it means replacing humans. Most marketers with any experience realise it’s about augmenting what humans do. It’s a way of making communications more authentic, to automate and get data from AI.”

In many ways, digitalisation has aided in building trust. And, contrary to popular belief, the influx of technology has also catalysed a movement back to the human element.

“One of the observations I’ve made is that with digital transformation and technology, the pendulum swings very far in one direction. We sort of lost the human element, especially when it comes to marketing. I definitely see a big push back towards that. You see brands talking about being more human, and how better to engage. We’re seeing them do that by building an online and offline presence.”

As an example, Bates recalls a magazine pop up event in New York where, instead of handing out purely physical or digital copies, the brand asked authors to present their articles to live audiences. Connecting offline and online experiences in this way has become a valuable tool for building genuine relationships with clients.

Shifting the operating model
Marketing teams have also been affected by changing business models. One particularly important shift has been the abandonment of the agency of record (AOR) model, in which businesses rely on a single agency to handle all of their projects, PR, and marketing needs.

“Over the last five years, the big global AOR model has started to fall away,” says Bates. “Brands now purposefully want to work with a variety of agencies. Adobe, for example, works with three different communications firms that might bring different skill sets and creativity. It also means that companies are not locked into one agency and can offer project opportunities to different agencies to see different types of work.”

The willingness of big businesses to dish out project work is one of the reasons for Hotwire’s notable organic growth. Diverse competition helps smaller firms to make a bigger impact, which threatens the multinational agencies used to one-on-one contracts. Projects such as customer events, rebrands, or training programmes aren’t part of Hotwire’s regular work, but they do present an opportunity. Applying a flexible, nimble, mindset to projects enables Hotwire to work with renowned companies, and compete in a more varied market.

New challenges
Bates explains, the complexity of the job today…

“To be a marketer today, you have to be really well versed in finance, data, technology, and a wide variety of disciplines. Just look at what percentage of global buying technology budget is now decided by the CMO verses the CIO or CTO. CMOs have bigger budgets than ever before. That’s one of the challenges, not just for marketers, but for agencies. You have to learn new skills as you move up in your career, and even if you’re staying at the same level, the disciplines and skill set required is expanding incredibly.”

On top of the difficult task of creating compelling, meaningful narratives, digitalisation has brought a host of new challenges. For Bates, a major problem for CMOs is the onslaught of cyber crime.

“It is the CMO’s job to protect their company’s image. If there’s a data breach, or phishing – which is a huge issue – you have to deal with that. If you’re a retail bank, let’s say, and all of a sudden your customers are getting false emails from someone who’s phishing, that has a direct impact on the bank’s brand even though they’ve done nothing wrong. That’s why marketers care a lot about cybersecurity because, more and more, it’s easy to steal a brand.”

Cybersecurity also requires marketers to invest in more training and security, which takes time and costs money. Just as CMOs have a responsibility to support cybersecurity initiatives, they have to encourage clean data culture. Suffering a cyber breach is damaging enough, but actively failing to protect client data is entirely the fault of the brand. Another challenge is hiring and retaining the right talent.

“One of the things that I spend a lot of time on is building Hotwire into the best agency you’ll ever work with, and that’s not just for clients, but for employees too. What they want is really challenging creative work, and flexibility. Everyone appreciates flexibility, not just the millennials. If you’re a working mum with an hour and a half commute, then I’d much rather you spend that hour and a half doing great client work.”

Success is simple
Agencies and their employees have to contend with more data, more project work, and more competition than ever before. In the face of these demands, Bates’ key piece of advice to the marketing and communications team within any organisation is to simplify.

“There is so much noise and complication in communication and in every consumer buying decision. When you look at the companies who have really done well with their brands, they have a very simple message. I think this is a huge challenge for technology companies who still talk about lots of features and benefits.”

The first example that comes to Bates’ mind is Apple. However, she explains that a lot of the companies that have quickly gone from being little known to well known – think Deliveroo, Slack, and Uber – came up with a simple message that they told consumers over and over again.

“I know a lot of amazing companies with amazing products that just couldn’t launch because they couldn’t create their story in a way that was simple enough to capture people,” she says. “Make it simple, and learn the power of story, because that’s the way people connect.”

This message is part of Hotwire’s own brand, building the capacity to work collaboratively instead of competitively, and with flexibility rather than rigid rules, is what makes small to medium agencies stand out from the crowd.

“We’re trying to set ourselves apart by doing the best thing for the client,” says Bates. “It’s about being fluid. We’ve come from organic growth, for the most part, and Eastwick worked with a lot of startups, so we have a bit of a scrappy persona. Companies are more likely to work with mid sized agencies who have that global reach but are nimble.”

Source Laura Cox

How AI is Disrupting Google Search?

How AI is Disrupting Google Search?

 A good view from Eric Enge on how Google is improving its search result quality with Rankbrain – its newish AI powerered algorithm.

However, and it’s a big however, 50% of new millennials don’t use search at all – they are simply told stuff by other people – combined with AI assistants like SIRI and Google NOW being pre-emptive. . . search may actually be decreasing. . .

From Fast company: “A new study offers a peek behind the scenes at how Google structures its search results. The study focuses on how Google’s RankBrain algorithm, which was first announced in October 2015, parses the English language. It’s one of the most detailed efforts to understand the algorithm to date.

“Google improved in about 55% of the queries that they didn’t understand back in July of 2015,” study author Eric Enge told Fast Company. “Honestly, I think that’s pretty amazing.”

Enge, who works for marketing consulting firm Stone Temple, focused on how RankBrain works compared to other Google machine learning products. He then made inferences on RankBrain’s behavior and results, which is something Google has not extensively discussed publicly.

In order to conduct the study, Stone Temple compared a sample set of 1.4 million pre-RankBrain queries to Google’s current search engine. They then analyzed a small remnant of search queries from the older set for which Google didn’t provide appropriate results.

After the launch of RankBrain, 54.6% of search queries that previously returned irrelevant results began returning appropriate results.

Some of these hard-to-resolve searches included queries like “What is low in the army” (Where the searcher is believed to have been searching for “what is low rank in the army”) and “Why are PDFs so weak” (Which, in the older version, first showed PDFs with the word “weak” rather than results about the security of PDF files). Stone Temple also saw what appear to be improvements surrounding specific phrases like “What is,” “Who is,” and “Where is.”

“We also found certain specific classes of phrases they handle better,” Enge said. These certain misspellings, such as when users misspell “Qatar” (the country) as “Cutter.”

One of the things Enge emphasized in the report is that he believes RankBrain has a negligible effect on SEO. He writes that it “simply (does) a better job of matching user queries with your web pages, so you’d arguably be less dependent on having all the words from the user query on your page.” The biggest changes from RankBrain, he added, have to do with increasing search quality and creating a likely framework for Google to apply further machine learning improvements to its search engine”

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Source John Straw

Online Saal Bhar Diwali Ghar Par...

Online Saal Bhar Diwali Ghar Par…

Saal Bhar Kya Kiya??
Online payments? Online food deals? Online messaging? Emails? Online Dating? Online Shopping? Online .. Online… Online !!

Ab Bas Ho Gaya !!!

Iss Diwali ko … Online Band Kar do!
Diwali Family Ke Saath Ghar Pe Manao …
Isliye keh rahe hain – Online Saal Bhar, Diwali Ghar Par!

Check out our five part social post series that highlights why “NOT” being online all the time can actually bring joy and happiness in your life?

Go Shopping with friends not apni dukaan…

Greeting card bhejo, app message nahi….

Mummy ke laddoos, no meals on deals…

Behna ko cash do, ATM mat karo….

Selfie with family, Smile please…

Online Promotion Programs For Businesses

P-Organic

For companies, who feel the online presence is necessary but may not be their primary source of business generation.

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What BENEFITS to expect?

  • Consistent Google Search Indexing & Rankings in your business domain/market
  • Maintain Consistent Visibility of your online brand across the web
  • Build Website Traffic to orient with your services/products  
  • Generate Prospects and Relevant Leads through timely communication and improved user connect
  •  RESULT? – grow your business online at Fraction of a Cost (compared to having a sales team member)
  • Stand out from the competition.

What will ZoomYourTraffic do?

  • Analyze your website to create strategy for your business market (audience, service positioning, approach to reach out effectively, identify platforms to promote, design systems for better traffic connect, etc)
  • Run our campaigns month after month to ensure website position on web (rankings, visibility, traffic, social signals keep improving) and business (relevant prospects converting into leads for business)
  • Monthly analytics review to be shared with you for performance of website and various goals set.
  • Quarterly meeting to review website performance
  • Suggest ideas and concepts to expand market scope and new opportunities that online market will throw…

Key Highlights

  • Website re-alignment suggestions and review based on strategy with NO extra costs involved.
  • Track performance of your website yourself. This is important since it will help you LISTEN to your market and develop new services/products.
  • Keep track of competition. Very important to define your USPs and values to project to your customer (Quarterly competitor analysis report)
  • Customers will find your business, rather you looking out for customers…..

P-Lead

For companies ready to get going with their online business.

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What BENEFITS to expect?
a.Business Signals

i. Generation/Tracking of leads from the website with correct attribution (Deliverables – Lead collection report)
ii. Lead management evaluation/audit/review based on website interactions(Deliverables – Lead categorization report –Geography-wise/Product wise)
iii. Insight into user behavior on-site (Deliverables – User Engagement Report)
1. Products being viewed
2. Geographies viewing those products
3. Demographics of visitors
4. The pattern of user behavior on the website.

b.Branding Signals
 i. Google Ranking for keywords with competition analysis (Deliverables – Google Ranking Report
ii. Social Signals (LIKEs/Shares/Reviews/Rating).


P-Enterprise

Not all businesses market for business. Lucky ones! Brand Image, Reputation, and Market Appeal are more important for established businesses. Rediscover your brand power using our Enterprise Branding solution.

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Online Customer Journey Case Study

Omni-Channel At Work

At the beginning of this year, we announced our Omni-channel digital marketing methodology to educate, engage and enable businesses online. Here we present a real customer journey using this system.

Iteration 1 (Week 1 – Jun 2019)
Customer Registers with our LinkedIn Ad Evaluate Website

Iteration 2 (Week 2 – Jun 2019)
Based on our Phone, Email and WhatsApp communication – customer reviews but drops off (decision postponed)

Iteration 3 (Week 2 – Aug 2019 – 2 months later)
Customer locates our JustDial account and connects via phone again

Iteration 4 (Week 2 – Aug 2019)
Reviews website again

Iteration 5 (Week 3 – Aug 2019)
Keeps engaging with our WhatsApp and Emailer connect programs – asks questions and offerings

Iteration 6 (Week 4 – Aug 2019)
Sets up a personal meetup at our office over phone/WhatsApp

Iteration 7 (Week 4 – Aug 2019)
Visits our office with direction guides using Google Maps/Google My Business.

Iteration 7 (Week 4 – Aug 2019)
Reviews proposition with our team in person

This is our typical omni-channel customer journey model….