ARcade » Mobile Marketing http://blogs.hillandknowlton.com/arcade Weblog maintained by Hill+Knowlton Strategies\' global Analyst Relations team. Wed, 30 Nov 2011 02:40:13 +0000 http://wordpress.org/?v=2.9.2 en hourly 1 Leveraging Mobile in Integrated Campaigns and Customer Engagement with Brands http://blogs.hillandknowlton.com/arcade/2010/12/03/leveraging-mobile-in-integrated-campaigns-and-customer-engagement-with-brands/ http://blogs.hillandknowlton.com/arcade/2010/12/03/leveraging-mobile-in-integrated-campaigns-and-customer-engagement-with-brands/#comments Fri, 03 Dec 2010 19:50:17 +0000 Joshua Reynolds http://blogs.hillandknowlton.com/arcade/?p=199 Mobile marketing. We know it’s coming. With all the CMOs have to juggle right now, some of us might wish it weren’t.  But it is, and the time is now to decide when and how we’re going to embrace it. At the recent CMO Club Summit in San Francisco, CMO Club CEO Pete Krainik convened a panel of three progressive marketers to share their views, early experiments and lessons learned in the nascent field of mobile marketing.

The first most important lesson any CMO who’s ever dabbled in mobile marketing learns is this: it’s not just about cramming laptop-sized content onto a palm-size screen. Adriana Rizzo, VP Mobile for ESPN, takes a content company’s perspective. “We’re guided by the three-screen philosophy,” Rizzo shared. “You have to develop content and think about all three screens at the beginning of your process, not just retrofit it.”

Sophie-Charlotte Moatti, Head of Product Management for Nokia, says it’s also about translating the experience to the device. “Take advantage of location-aware functionality and social graph-aware applications,” advised Moatti. For example, she points to Nokia’s work with OASIS, a fashion brand in the UK, who created a treasure hunt that led consumers to their stores through the use of location-aware messages.

It’s this sort of visceral immediacy that creates such compelling marketing experience on the mobile device. Bill Gajda, head of Global Mobile Product for Visa, says being able to message to a customer when they’re in a specific frame of mind at a specific point in time is very powerful, when architected correctly. Imagine a scenario in which a shopper swipes their card at a coffee shop known to be in a shopping mall, and the shopper receives real-time coupons redeemable at their favorite stores at that mall. It’s the ultimate win-win scenario. “Real-time interaction is going to be a very valuable tool for merchants,” Gajda predicted.

But there are challenges. For example, ROI can be tricky to measure. And for B2B marketing, the promise of mobile is not quite as compelling. As Forrester CMO Dwight Griesman noted from the crowd, mobile content and service adoption is driven by location-based relevance, real-time relevance, and being away from a desktop or laptop screen. But for B2B buyers, who are more likely to take their time comparison shopping from the comfort of their desks, these factors just don’t play as big a role.

And there’s the ever-present concern around privacy and permission—never more relevant then when marketers reach consumers on a device many consider to be their most personal mode of communication. Making sure experiences are opt-in, rather than opt-out, and keeping the marketing messages as relevant and alluring as possible may help to mitigate consumer annoyance and privacy concerns, but given the privacy and security regulation already underway in Europe, the panel advised the US to get ready—because we’re next.

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Immersive, Measurable, and Mobile—The Guiding Principles for Digital Marketing in 2011 http://blogs.hillandknowlton.com/arcade/2010/11/30/immersive-measurable-and-mobile%e2%80%94the-guiding-principles-for-digital-marketing-in-2011/ http://blogs.hillandknowlton.com/arcade/2010/11/30/immersive-measurable-and-mobile%e2%80%94the-guiding-principles-for-digital-marketing-in-2011/#comments Tue, 30 Nov 2010 18:49:30 +0000 Joshua Reynolds http://blogs.hillandknowlton.com/arcade/?p=190 It’s no secret that the paradigm shift toward digital marketing is accelerating. Depending on which research you read, offline marketing spend is down in double digits, while online marketing is up about 10% and mobile marketing is up nearly 20%. But the open question for marketers in 2011—and especially B2B companies—is what kind of digital marketing experiences to create, and what bets to make. Recently at the CMO Club Summit in San Francisco, Adobe CMO Ann Lewne shared some views around the principles that drive digital marketing decisions and the illustrative marketing priorities at Adobe, whose self-described mission is “to change the world through digital experiences.”

A few clear themes emerged from the group discussion. First, the most viral and valuable digital marketing experiences are those that feel the most immersive to the customer. Lewne observed that digital marketing provides unique opportunities for creating experiences that draw in customers, hold their fascination, and drive engagement all the way through funnel. Second, digital marketing allows you to measure not just engagement, but conversion  both on and off your web site (even through sales channels), which is essential for proving the ROI of your campaign. And third, the single most important bet for marketers to make in 2011 is on mobile marketing.

“Next year is the crossover year for mobile,” Lewne observed. “Everybody now has to reformat their content and create experiences that are mobile-oriented rather than taking what you have and slap it onto a mobile device.” And after a robust group discussion around the multi-screen revolution now underway among consumers, Lewne encouraged the audience to get ahead of the digital curve, now. “Get ahead of it and mandate it at your company. Because that’s where people want to get their information, purchase products, read magazines, watch movies. That’s where the world is headed.”

What was most interesting about the discussion was the discussion around which metrics matter most when it comes to digital marketing. Many attendees seemed to be thirsting for a hard ROI argument to take to their CFO, and while digital does offer a variety of metrics miracles, which one you turn to depends on your business objective—and your culture.

“Making it beautiful isn’t enough,” Lewne told the crowd, citing various metrics such as customer loyalty, sales conversion, brand position and consumer engagement. Even reputational standing can be enhanced through philanthropic endeavors such as Adobe’s Museum of Digital Media. “We’re not selling on this thing,” she noted. “This is just about connecting to our customers.”

And that, perhaps more than any other statement, captures where the smart bets in digital marketing appear to be right now—making meaningful, beautiful and authentic connections with your customers.

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