Q&A with Richard Char, Global Head of Information Services, Global Enterprise Payments, Citi

Christine Overby

Our Forum for Marketing Leadership Professionals in Los Angeles is just a few weeks away, and in preparation I’ve been talking with our industry keynoters about their sessions. Last week I had a chance to catch up with Richard Char, Global Head of Information Services, Global Enterprise Payments at Citi, in advance of his keynote at the event. We talked about how Citi is using customer data to market to customers at the right time, with the right messaging for connecting in the moment. Here are some of Richard’s thoughts.

Q: How is Citi using data to build a view of customers in a specific context?

A: In our soon-to-be-released digital wallet application, offers will be selected for each customer (who has opted in) depending on the customer’s indicated preferences and based on predicted relevancy of the offer. We use past transaction data and the customer’s prior interaction with offers in the digital wallet, as well as the customer’s current location and context (time of day, day of week, current weather, etc.), to select the next offer which will have the greatest predicted relevancy for the customer.

Q: Why should brands and merchants work with an intermediary like Citi for targeted promotions?

A: With respect to our soon-to-be-released digital wallet application, there are three reasons local merchants are working with Citi:  

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Take On Mobile Marketing Tactics With Support

Think about the past 24 hours: What have you done with your mobile phone? Did you send a text message? Check your email? Read any articles? Challenge someone in Words With Friends? If you said ‘yes’ to any of these, chances are that you may be one of the rapidly growing segment of perpetually connected customers that Forrester has been talking about. Welcome to the club!

Being one of these super-connected, mobile-savvy people is exciting. You can sit on your couch browsing a store’s catalog on your tablet while simultaneously messaging with friends on your smartphone. You can get a notification from your favorite store’s app about a flash sale happening that moment. You can search for the best dinner spot nearby and check reviews while walking down the street. You can find out more information about the TVs you are deciding between while in-store through the mobile Web or scanning a barcode. The options are endless!

Now put on your marketer hat. It’s an exciting time from this perspective too because the opportunities available to reach this consumer anytime, anywhere also seem endless! So yes, it’s exciting, but — let’s be honest – there is a lot of pressure to successfully meet these consumers’ demands, and it’s a little daunting to wade through the endless options to discover what tactics are right for your brand and how to get the programs launched.

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How Marketers Can Play With Games

Guest Post by Researcher James McDavid:

In our new report, Extend Your Marketing Into Games, we take a closer look at how marketers can take advantage of opportunities within games. From dedicated consoles to mobile devices and in browsers, games are a multi-platform stage for brands to get in front of consumers. 

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The Database of Affinity Can Bring Discipline To Brand Marketing

Nate Elliott

For years, brand marketers have guessed at people’s affinities from the barest of demographic, geographic, and contextual clues. We deduce that Midwestern men prefer pickup trucks and that people watching extreme sports like energy drinks, and then we spend billions advertising to these inferred affinities.

But today, we no longer have to guess. Every day huge numbers of people online tell us what they like. They do this by clicking a ‘like’ button, of course — but there are many other ways people express affinity: talking about things on Twitter and in blogs; reviewing things on Amazon and Yelp; spending time with content on YouTube (and telling us where they’re spending their offline time on Foursquare); and sharing things through both public and private social channels.

People’s rush to post their affinities online recalls another flood of data that began a decade ago: the explosion in online searches. John Battelle once described the data created by search as the “database of intentions,” which I’d define as “a catalogue of people’s needs and desires collected by observing their search behaviors.” In the same way, the result of all these online expressions of “liking” has created the “database of affinity,” which Forrester defines as:

A catalogue of people’s tastes and preferences collected by observing their social behaviors.  

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Emerging Technologies Demand New Marketing Fundamentals

Digital disruption - swifter, deadlier, and more inevitable than any disruption before - tears down and rebuilds every dimension of business. And marketing is no exception. As more media and experiences become digital, marketers must work with an invisible technology backdrop that changes the way people think and behave and - ultimately - how brands go to market. In my new report, Emerging Touchpoints Require a Marketing Mind Shift, I explore the specific effects of digital disruption on marketing, and the four new fundamentals marketers must embrace as a result. 

I published an article on Advertising Age this week that explains these fundamentals in detail:

Emerging technologies — from smart objects and wearables to behind-the-scenes taxonomy tools — are radically changing how customers think, act, and relate to others. And in turn, forcing a rebuild of how brands must go to market on every dimension. It's clear that marketers who try to respond to this seismic shift with today’s practices and skills will fail. So how can marketers adapt? There are four new fundamentals to consider:

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Project Glass: Google’s Transparent Product Strategy Is Great Marketing, Too

Sarah Rotman Epps

View this post as it appears on ReadWrite.com.

Google’s Project Glass deserves plaudits for innovation, not just for the device itself but also for the process by which Google is developing and marketing the product. Studying product strategy and marketing as a Forrester analyst for almost nine years, I have never seen a company do what Google is doing: launch an entirely new form factor in such a transparent, inclusive way.

The Google Glass Rollout

A bit of history: Google debuted Project Glass publicly in April 2012, first on Google Plus and then on Sergey Brin at a charity event for fighting blindness later that week. From the beginning, Google X (the R&D lab that developed Glass) asked for feedback from the public on its Google Plus page.

At Google I/O last June, Google demoed videos taken with Glass while skydiving and mountain biking (notably, the top comment on YouTube as I write this article is how Glass will revolutionize POV porn) and offered developers an opportunity to buy an “Explorer Edition” for $1,500.

Google Glass In The Real World

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Penny Arcade's Influence On Tech Products Versus Forrester Research

Zachary Reiss-Davis

Your perpetually-connected customers are seeking information from a much broader range of sources than ever before. If you just work with the same traditional influencers you have for years — industry analysts and mainstream media — your message risks getting lost in a sea of noise.  Instead, leading marketers are identifying key online influencers for their products and marketing to them specifically.  These influencers are highly specific, and are not the same for any two products or solutions, or even two different audiences of a single product. 

The value of reaching out to a non-traditional list of influencers was illustrated this week by Microsoft’s marketing campaign for the new Surface Pro. 

Mike “Gabe” Krahulik is the author of the long-running Penny Arcade, a popular webcomic about video game culture.  He said on Twitter he was “interested in the Surface Pro,” and due to the target audience and popularity of his comic, Microsoft sent him a demo unit.  Gabe’s not a technology journalist; he’s not an industry analyst; he’s just someone with a passionate and tech-savvy following — a following which includes perpetually-connected customers who influence technology purchasing.

What happened next? Gabe wrote a full-length, relatively positive, review of the Surface Pro and its applications for media professionals that was not only read by his audience, but became a top link on TechMeme, a tech news aggregator.

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Smart Move: Facebook buys Atlas

Nate Elliott

Facebook just announced that it's buying marketer-side adserver Atlas from Microsoft. I think it's a great move.

It's always been clear that for Facebook to realize its potential, the company would have to start powering advertising beyond its own site. Facebook has collected an incredible amount of data about people's affinities and preferences, but it lacks the brand ad units to help marketers effectively leverage that data. Although the statement announcing the deal focused on Atlas' measurement tools rather than its ad targeting technology, we expect that Atlas will soon be using Facebook's data to target sponsorships, in-stream ads, and other rich ad formats across the entire Web — and that's big news. The question now is how quickly and successfully Facebook can integrate its data with Atlas' tools, and whether they can avoid a privacy backlash as they do so. History suggests they'll struggle on both counts.

If you want to hear more about how Facebook can turn its affinity data into something that's useful for marketers, stop by my SXSW session, Affinity, Intent & The War For Marketing Dollars, at 5 p.m. on March 10 at the Four Seasons.

Brand as publisher or brand as newsroom? My POV: Brand As Storyteller.

Tracy Stokes

Oreo’s recent quick-thinking “Dunk In the Dark” response to the power outage at this year’s Super Bowl put the spotlight on real-time branded content and reinvigorated the discussion about how brands need to become not just publishers but newsrooms. What’s driving this need? Today’s perpetually-connected consumers — 42% of US online adults and 37% in Europe — can engage brands at any place, any time, and at any velocity. Because of this, the sheer volume of creative content that brands must now churn out is forcing marketers and agencies to reexamine how they think about — and how they resource for — content. This challenge is not to be underestimated. But before you think about scale and real-time response, think about the story you want to tell to create brand advantage. To do this well, you need to first be true to yourself, second know your audience, and then engage your customers with a good story:

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Back From Yet Another Pilgrimage To Mobile's Mecca

Thomas Husson

 

After experiencing some of the most exhausting days in the life of a “mobile” analyst, I am back from Barcelona. I shared some thoughts before the event started (see here), but here are my key takeaways from the 2013 event. I saw:

  • Fewer high-end smartphones. Gone are the days when handset makers announced their flagship devices in Barcelona. In a communication ripped from Apple’s playbook, Samsung announced a press conference for the likely launch of the Galaxy S4 on March 14. Among the most interesting devices from a price/technology standpoint were the Huawei Ascend P2 and some of the LG handsets. 
  • More and more “phablets” and tablets. In the “phablet” category — I prefer to call them supersized smartphones — a special mention goes to the LG Optimus Pro. Numerous tablets were announced, including the Sony XPeria Tablet Z for $499, three Android Lenovo tablets, and the HP Slate 7 — an Android tablet for business users at only $169. These types of announcements are new for MWC, highlighting the evolution of personal computing and the growing importance of the screen size.
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