Engaging Your Ultra-Connected Customers

Back in March, I hinted at my discomfort with the way SoLoMo has come to mean technology-focused, reductive marketing campaigns usually solely focused on the “check-in.”   But the reason people want to talk about SoLoMo is because of real trends in consumer adoption of technology and advanced technology behaviors. Those of you who were at Forrester’s Marketing Leadership Forum last month know that this thinking evolved into what we’ve been calling the Always Addressable Customer — a topic that I haven’t stopped talking about since we debuted it. For those of you who haven’t yet heard the term, the Always Addressable Customer is someone who:

·         Owns and uses at least 3 data connected devices

·         Accesses the Internet multiple times per day

·         Goes online from multiple physical locations (for example: home, work, in the car, and at the mall)

These customers require marketers to think differently about their programs if they want to be effective. Always Addressable Customers don’t stop to think about their devices or “technology solutions.” Rather, technology is simply how they live their lives and get stuff done. It means that you can now reach this ultra-connected audience wherever they are, but more importantly, wherever and whenever they need you. That “need” is key here: I’m not talking about your ability to bombard your customer with irrelevant messages. I’m talking about how you can now provide true service and value to your customers whenever and wherever they need it. 

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From Advertising to Advice - Intelligent Marketing Agents

Alan Turing sculpture at Bletchley ParkBefore the clouds, webs, and distributed networks people had to create their own spaghetti of logic inside a single building using machinery that looked like props from Doctor Who. Spurred by the need to crack the ‘Enigma’ naval communication codes during the Second World War Alan Turing developed an electromechanical device called the Bombe which played a major part in defusing the war. 2012 is the 100 year anniversary of the birth of Turing and he is rightly considered to be the father of computer science and Artificial Intelligence. Turing had both a wonderful and terrible time of it and his life story is well worth a wiki.  

The British genius didn’t just advance computer science using valves and wires. He is almost as famous for his thought experiments concerning how we may build machines and computers that can engage in intelligent discourse with humans. Could machine responses fool us into thinking that they were sourced from a human? To answer this question Turing developed a methodology to test the validity of the machine generated responses, fans of Science Fiction are likely to recognize this as the inspiration behind the ‘Voight-Kampff’ test administered by Deckard in Ridley Scott’s ‘Blade Runner.’

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Q&A With Jermaine Dupri, Grammy-Award Winning Producer, Hip-Hop Artist, And CEO Of So So Def Recordings And Global 14

Celebrity and marketing go way back. That said, yesterday's celebrity endorsements are giving way to something more complex, sometimes complementary, and sometimes competitive -- witness classic alcohol brands fighting for shelf with Barrymore Pinot Grigio (Drew Barrymore), Mansinthe (Marilyn Manson), and 901 Tequila (Justin Timberlake). Celebrities are in familiar water with social networking, having long created content and acquired fans. Yet that relationship is changing too, as for some, setting up Facebook pages gives way to building their own communities in the same way they've built brands. The best example of this today is Jermaine Dupri and his new social networking community Global 14. Later this month to explore this initiative, I'll be sharing the stage with JD (never thought I'd type those words!). Here's a sample of what we'll discuss at the Forrester Interactive Marketing Summit in London: 

CO: What made you decide to set up your own social network, as opposed to using public tools like Facebook?
 
JD: I wanted and needed to speak to the millions of people who have been listening to my music for the past 20 years. As I studied the power of the “celebrity follow,” I decided that Facebook didn’t sound like what I was looking for. I wanted my own community where I could tap into the power of the celebrity follow. The difference between creating your own community and finding friends on someone else’s network is like night and day. My own network is a place where being a member really matters – a place that is just as much yours as it is mine. 
 
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