Posts Tagged ‘customer experience’

There are a lot of marketers out there that understand that integrated marketing and communications (IMC) is a preferred way to do business because it is an outside-in approach. If an organization isn’t integrated, what are the best approaches to getting management buy-in? Anna Barcelos and I wanted to share nine key ways to provide management with the value of IMC.

Sales-Oriented Vs. Market-Oriented – Which Are You?

It’s often been said that the mindset of “If we build it, they will come” is not viable for long term business. To understand why, let’s look at the difference between a sales-oriented and market-oriented organization.

Sales-oriented organizations have a heavy reliance on promotional tactics to sell whatever products/services the organization has selected to produce. Sales teams, not marketers lead the pack and have the burden of performance (i.e. revenue generation).

In the short-run, markets can be created with aggressive campaigns and sales work; however, the lifetime value of a customer is minimal. The organization mindset is focused on ‘the next big thing,’ hungry and aggressive sales teams, and sales beating up marketing for not dishing up qualified leads or customers ready to spend.

Market-oriented organizations identify what markets need/want first and tailor their operations to deliver products/services that meet those demands as efficiently as possible. Within a market-oriented organization, marketing takes the lead not sales.

Because the market-oriented company has its complete focus on the customer, the end result is often brand loyalty, sales, and strong customer lifetime values.

Getting Management Buy-In

If you are in a sales-oriented organization, how then can you get management to understand the benefits of customer-focused integrated marketing and communications? Here are five areas to focus on:

1. Execute long-term customer acquisition programs across channels instead of short-term lead generation to feed the sales funnel. While the former may take a little longer, the end results produce longer term customers with much higher life-time values. Demonstrate this with metrics and show management. They are always interested in seeing results tied to revenue generation. 
2. Emphasize that a customer for life is a much more cost-effective model versus solely focusing on new customer acquisition.
3. Communicate the benefits of how integrated marketing communications delivers a consistent message to both existing and prospective customers.
4. Involve key players from “silos” within the organization in planning process. If you can’t beat them— join them. Realistically, sales-oriented organizations will always have silos due to individual department goals/quotas.  If sales and marketing work together, both are vested in acquiring/retaining customers.
5. Build incentives around existing and new business initiatives to not only motivate sales, but customer service and marketing as well.

You would think that a market-oriented organization would have a leg-up on getting management buy-in, but a lot of times there are still silos and separate budgets in place that affect true IMC. But by demonstrating the value of IMC, chances are you’ll have an easier time convincing management of its inherent benefits. Here are four ways to show value:

1. Do an A/B test of an integrated campaign versus a non-integrated campaign (suggested by Valeria Maltoni, Conversation Agent) Testing is a risk-free, quick way to prove the value of IMC. Large companies shy away from radically changing their current marketing efforts. Testing gets them interested without any disruption in day to day. If tests delivers expected ROI, then scale.
2. Leverage/collect behavioral data and analytics for follow up IMC campaigns with existing customers and build profiles on potential untapped new markets. It’s astonishing how companies have amazing databases that they are not exploiting as much as they could.
3. Survey/talk to customers for the best insight on what works with them and what doesn’t. (“How can we be better?” “ Where do you want to find information?”) Management is always interested in seeing results of these efforts!
4. Maintain communication across all departments. Market-oriented organizations are more customer-centric than sales-oriented organizations. Goals are aligned across the organization from top to bottom. Everyone plays a part in the customer experience. IMC works well within these organizations, but communication is key.

Whether an organization is sales- or market-focused, and the latter may be more beneficial, the reality is that unless upper management encourages a customer-centric culture, self-contained silos and status quo will continue to be the norm.  The benefits of outside-in planning that IMC offers will bring you closer to the customer and social media has really helped put that into perspective.  The voice of the customer is louder than ever, which is forcing traditional organizations to rethink their marketing communications strategies and encouraging customer-centric organizations to develop deeper relationships with their customers.  Both take time, but small efforts across an entire organization will deliver what’s most important—a happy, loyal customer.

Share your expertise with us! Have you encouraged management to implement IMC? Have you broken down or bridged silos in your organization? What worked best? What didn’t work? What would you add here?

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You might be wondering what an Italian physicist, mathematician, astronomer, and philosopher has to do with integrated marketing communications (IMC). Well, I consider Galileo a dot connector and integrated marketing communications is about marketers connecting dots so that your customers, prospects, communities, etc. don’t have to. And you know me, my marketing brain only thinks one way, integrated. But there’s more to this post than that… 

A few weekends ago we drove past a billboard for the Galileo, the Medici and the Age of Astronomy exhibit at The Franklin Institute. I hadn’t heard about the exhibit so the billboard did its job, I was hooked, I checked it out online and we made plans to see the exhibit this past weekend. (Amazing, isn’t it?! A billboard! See push marketing still works.) I even talked about it on Twitter. 

Even though I have lived my entire life only 25 miles from The Franklin Institute I had never been there (true!), so I was really excited to check it and the Galileo exhibit out…the notion of history, politics and science intrigued me to say the least.  

To prepare for our trip we checked out The Franklin website and made a list of everything we wanted to see in addition to the Galileo exhibit. The one other thing that we were completely jazzed about was seeing “The Sky Tonight” at the Fels Planetarium. Just think about it, sitting under the night sky during the day, how cool, right? 

The weekend rolled around, chores were done, and errands were run. We set off for The Franklin. Finding parking was a breeze (which is never the case in Philly), we didn’t have to wait in line to buy tickets, and everything was perfect! 

And then it got a little bumpy… 

After we bought or tickets, the girl behind the ticket counter shoved a little schedule towards us and we immediately looked for the 4:15 time slot for The Sky Tonight, but it wasn’t listed. Surely this had to be wrong, right? We checked their website schedule twice during the week and once before we left. It was listed on their site…they even offered the ability to add it to my calendar. But no. The girl said that was the schedule for the day. We were so bummed, but off we went to the Galileo exhibit and we picked another show at the planetarium. 

Wait! What’s this? The sign above our heads as we entered the planetarium said “4:15 The Sky Tonight.” Excellent, she was wrong! It was back on. 

So, we sat through Cosmic Collisions, which was amazing and actually made you feel like you were moving, which was a bit freaky. Afterwards, I figured I’d ask the guy “in the know,” the one running the planetarium shows. It was one of those typical “Hey Mister!” scenarios. I asked and he said, no it wasn’t showing. Naturally we asked why the sign said it was…he said “good point, I guess we never changed it.” 

Hmmm, interesting. Onward and upward as they say. We left the planetarium to see what other goodies we could find to entertain ourselves with. 

Organizations, like The Franklin, that require flexibility typically have a “subject to change” on their website. While I get that as a marketer, but as a consumer, I really don’t. I wanted to see what was advertised. It’s that simple. 

What’s the point to all of this? It’s the little things that matter. Organizations need to make sure that they have all areas of marketing integrated…no matter how small the details. Because if you don’t your customers will notice. 

If it’s Twitter, tweet me back and let me know that you’re excited for me to come visit (The Franklin didn’t); if it’s website make sure your schedule is reflecting the very latest, up-to-date information (honestly, we would have picked another weekend to go); if it’s a lobby sign, make sure that’s up to date too (don’t tease me!). 

While the overall experience at The Franklin was a great one, it would have been excellent if only The Franklin delivered on what they advertised. 

And as you know, it’s also a lesson in customer satisfaction and social media. I have a voice and, for better or worse, I am using it here on my blog. Will I go back to The Franklin? Absolutely. Even if annoyed, we still want to see The Sky Tonight and we’ll give them another shot to make good on their advertising. Will I tell others how cool The Franklin is, you betcha! But I’ll offer this word of advice, if there’s something you really want to see…call first to check the daily schedule. 

What do you think? Should we marketers worry about every little aspect of integration? Is it the little things that create or enhance a customer experience or affect a brand?

[Image: Discovery Magazine]