Beyond Push Notifications: Mobile As The New Holy Grail Of One-To-One Marketing?

Thomas Husson

Push notifications make the most of mobile marketing’s unique attributes: intimacy, immediacy, and context. When consumers opt in to receive push notifications, it means they trust you to the point of giving you permission to contact them on their most personal devices. If your messages are not relevant, you will lose your best customers.

Our research shows that consumers who receive push notifications are also the heaviest app users. However, to avoid being spammed with irrelevant messages, consumers increasingly want to be in control, setting preferences on the types of messages they want to receive and when they want to receive them.

While push notifications enable better engagement, the challenge for marketers will be to think beyond just push notifications for smartphone apps. Push notifications already extend messaging to other connected devices. How will push notifications complement email, SMS, and in-app messaging? How will performance from various direct marketing channels evolve?

To differentiate, marketers will have to integrate push into cross-channel and CRM platforms and integrate mobile as a variable of their customer base. Marketing vendors will have to add new messaging platforms, like push notifications, into their core offerings, pushing for another wave of consolidation highlighted by the recent acquisition of Xtify by IBM.

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Seven Steps To A Needs-Based Marketing Strategy

Anthony Mullen

Brands deals with human needs and wants. Leo Burnett, the advertising executive, said: "The work of an advertising agency is warmly and immediately human. It deals with human needs, wants, dreams, and hopes." Smart brands know not to initially focus on what they have to sell but rather on how it meets consumers' needs. If you can address a strong consumer need, you will get those consumers to act. If you can get them to act, then you have opened an all-important channel of dialogue.

The fulfillment of consumer needs, however, is not always a linear hierarchic approach as proposed by Maslow and effectively debunked by Forrester analyst James McQuivey in his book Digital Disruption. Human needs take place simultaneously and are fuelled by a mix of short- and long-term motivations — some conscious and some unconscious. As a student, I would sometimes forgo food on a Friday so I could afford to go to a concert that night; or consider a Spanish couple postponing the short-term comfort of a much-needed upgrade to their central heating so they can put their child through the next year of college. 

The pyramid diagram below shows how the foundation of this needs-based thinking is built from the ground up, from customer descriptions through to the technology and KPIs applied.

 

 

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Where in the Customer Life Cycle do your audiences use social media?

Nate Elliott

You know by now that studying your audience's social behaviors is the first step in building a great social strategy. But most models for evaluating audiences’ social usage simply tell marketers how much their customers are using social -- rather than examining how commercial those social behaviors are, or what marketers should do in response to those behaviors.

To succeed in social media, we think you should map your audience's behavior to the customer life cycle. Why? Find out in our video below:

IBM's Acquisition Of Xtify Continues The Mobile Marketing Consolidation Streak

Jennifer Wise

IBM is diving head first into mobile — yesterday it announced the acquisition of a leading mobile messaging vendor Xtifiy, and it even released its IBM Institute for Business Value study showcasing the value of mobile the same day.

This acquisition adds to IBM’s Smarter Commerce offering and makes its MobileFirst portfolio more robust through enhanced one-to-one communication and customer relevancy. But what does it mean for marketers?

In the short term:

  • IBM keeps moving towards a one-stop shop. We like IBM’s solutions – its MobileFirst solution was even ranked a Leader in our Forrester Wave™: Enterprise Mobility Services, Q1 2013. So, a strong partner adding a mobile messaging pure play to the mix benefits everyone in the short term: Xtify increases the scale of its offering, IBM can pitch an integrated solution, and customers get to reduce their procurement load. And combine Xtify’s messaging with IBM’s soon-to-be-launched Presence Zones and IBM has an especially attractive retail suite.
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Forrester Groundswell Awards Update

Nate Elliott

This week, our team finished judging the 2013 Forrester Groundswell Awards and notified the winners. If your entry was selected as a winner in any of our 11 B2C, B2B, or B2E categories, you've heard from us by now.

If not, I want to still thank you for entering this year's awards. We know the time and effort that companies put into their entries -- and we want you to know that gave every submission full consideration. We received more than 140 entries this year -- including many of excellent quality -- and it was often hard to choose the best in each category. You made the judges' job difficult, and for that we applaud you.

Want to know who won this year's awards? Stay tuned: We'll be announcing the awards both on this blog and at our 2013 Forrester eBusiness Forum on November 5.

Great Content Is Not Enough

Ryan Skinner

There’s a serious, but neglected, problem at the heart of content marketing.

Marketers and agencies have invested large sums to create quality content, but – in many cases – it’s not getting discovered. Audiences are neither finding nor sharing it. It’s not going viral. It’s not going anywhere. One CEO at a company that helps with distribution told me how he finds new clients: He looks for brands on YouTube with great videos but miserable viewing numbers. “Not hard at all,” he said.

How did visibility become such a problem?

Agencies, bloggers, and search experts counsel marketers to publish truly great content, regularly, to win search rankings and social shares and thus draw traffic. For many marketers, however, that organic discovery isn’t happening as quickly or reliably as they need.

Outgoing Content Marketer of the Year Joe Chernov (VP of marketing at Kinvey, and previously VP – content marketing at Eloqua) told me:

Marketers always ask me how to make more or better content, and it’s almost always the wrong question. The right question is: “How do I get my content in front of the right people?”

That will include paid placement and amplification, but it turns out this kind of promotion is only one part of a multiphase approach.

I just published a report on distribution of branded content. A few remarkable findings:

  • Brands can actually step down content production and step up distribution to get better results.
  • An ecosystem of vendors have cropped up to help marketers drive distribution of branded content.
  • The most effective promotions often come from doubling-down on past successes.
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The Social Technographics Score helps marketers create better social strategies

Nate Elliott

We firmly believe that the first step in building a successful social program is to understand your audience’s social behaviors and preferences.

Since 2007, Forrester’s Social Technographics® ladder has helped marketers understand how social their audiences are, and in which social behaviors those audiences engage. But social media adoption has matured, and today the vast majority of online users engage with social tools. For marketers, the question is no longer whether their customers use social media, but rather how best to use social media to interact with those customers.

So we decided it was time to develop a new framework to help marketers analyze people’s evolving social behaviors and benefit from this evolution. Today, Forrester is introducing a new model — called the Social Technographics Score — that:

  • Focuses on commercial social behaviors. Many surveys reveal the social behaviors in which audiences engage but make no distinction between peoples’ social interactions with friends and their social interactions with companies. In contrast, our new Social Technographics Score is based on how audiences interact with and talk about companies, brands, and products.
  • Helps marketers choose among social strategies. Most models for evaluating audiences’ social usage tell marketers about their customers’ behaviors but don’t tell marketers what to do in response to those behaviors. In contrast, our new Social Technographics Score measures where in the customer life cycle audiences are most likely to use social tools.
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Content Marketing Fortnight II: Advertising is...unclear

Ryan Skinner

Here’s your fortnightly round-up of the best of the best stuff online for marketers who think about content. (For more information about what the Content Marketing Fortnight is, see my intro from the first one. And, if you want to get this curated newsletter in your inbox every other week, send me a mail.)

Advertising is _______.
The head of the IAB comes late to the party that is advertising’s identity crisis. In all truth, I think he’s done a good job of summarizing some tectonic shifts:

Digital technologies have put the very definition of advertising and marketing up for grabs. Now, when a marketer asks for a new campaign, the response from the team is literally a question mark.

At the forefront of those shifts: An idea that advertising should be more useful and valuable. Content marketing winds are blowing down Madison Avenue.

How do VCs value content marketing
An interesting article in VentureBeat shares compelling analysis of VC investment in the content marketing space. Six investment buckets emerge. It’s worth noting that the top four relate specifically to helping brands get broader distribution for their branded content messages. (NB! I have a report coming out next week about distribution of branded content).

Branding e-singles

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Database of Affinity: The Race Is On

Nate Elliott

Earlier this year, we introduced the Database of Affinity: a catalogue of people's tastes and preferences, collected by observing their social behaviors, that could be the Holy Grail for more-accurate brand advertising. And since then two of the companies we featured in our research -- Facebook and Google -- have been working hard to realize this vision:

  • In June, Google introduced Affinity Segments -- a tool that allows marketers to target audiences based on the products and categories for which they've expressed preferences. We think Google has room to add more and broader affinity data to these segments, and to do richer analysis on that data. But Affinity Segments blends multiple signals into a single targeting tool -- which makes this an important step forward from the simplistic affinity targeting most social sites now offer.
  • More recently, Facebook built a team to analyze its affinity data. MIT Technology Review reports that Facebook has assigned eight people to its 'AI' team. Their goal? To address one of the key shortcomings we'd identified in Facebook's business: its inability to bring meaning to its data. It's always been clear that Facebook has one of the largest collections of affinity data online; we hope this move will help the company better leverage that data on behalf of marketers.
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"Who paid for this content?!"

Ryan Skinner

Imagine this scenario:

Only days before the New Hampshire primaries, an article appears on the Des Moines Times-Courier website: “Candidate Chris Christie Hiding Past As Exotic Dancer,” and quickly goes viral, appearing in millions of Twitter streams, Facebook feeds, and email inboxes. Most people see the headline and shake their heads – “Politicians!” As a result, Christie loses the New Hampshire primary, even though the New York Times had revealed that the Des Moines article was a piece of native advertising paid for by a competitor. Christie’s campaign crumbles – from presidential favorite to footnote.

This is the kind of native advertising horror story that’s got old-school journalists hiding under their beds. They ask: “What happens when people don’t know who paid for the content?”

The example, and any horror story like it, is hyperbolic. It’s not going to happen. (And if politicians wanted to tar an opponent, there are far slicker ways to do it.)

In fact, native advertising’s been going on for decades. The original soap operas were native advertising. So are those boring “Invest in Tackyvania” inserts in The Economist.

The journalists and editors are worried about the skyrocketing popularity of native advertising online for a couple of reasons:

1)    Online, it’s often not clear what’s a native ad and what isn’t.
2)    They worry about how it reflects on their editorial content (and authority).

An Advertiser Paid For This Content

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