CMO

“Wow’els of Customer Lifecycle Marketing – AEIOU of an effective Digital Marketing Plan”

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RHYTHM is the longest word, in the spoken english dictionary, which does not use a vowel. Infact, try instantly, there are not too many  such words that come to mind.

Vowels are essentials of language, so why should digital communication be any different. Let me share my cheat sheet of the  essential A to Z  AEIOU of a thought through digital plan for today’s brands.

A : The first vowel stands for 2 main aspects

Acquistion that is apt  and  Attributes that can be captured

Since very long ago, Indian online companies have remained acquisition-oriented. Preferring quantity over quality and spending mega bucks in building Communities, Bases, Lists etc., acquisition strategies remain a primary focus for such companies.  Over the years, we’ve come to learn that visitors are not residents. Acquisition needs to become more intelligent. Sources that can be attributed to provide consumers with larger CLVs should be identified and pursued. Cost of such acquisitions also need to be optimised.

Coming to the other A – Attributes. The higher the number of data points that can be captured or enriched via Data enrichment service providers, the finer your targeting and re-targeting will be.

E : Is the most used letter of the alphabet. E for engagement is the most abused aspect of a digital plan. Most brands expect engagement from a customer or user. Engagement needs to be earned. The channels are growing, the attention span is diminishing and the opportunities for real engagement needs to be created. Content may be king but the objective is Engagement.

If Gamification, Relevance, Real Time Personalisation and FoMo ( Fear of missing out ) were the in things last year, this year will be about even more of these engagement techniques. Some of the attention grabbing engagement campaigns last year were BookmyShow’s eMailers with cinemas, show times and ticket availability that changed by the hour and had near real time updates.

I : Innovation last seen in Digital a long while ago, needs revival. If a digital plan needs to create an impact whether it is branding or performance, innovation is the differentiator. Mediocrity is dead, Innovation is the norm. Some of the oft cited examples I like to remember and remind my peers are the way Cashback replaced coupons which had in turn replaced Loyalty points. Today, loyalty programs are cobwebbed and dust coated, Coupons are still searched for but the innovative few who made CashBack their business are laughing ( all right, at least smiling ! ) all the way to the bank. Innovative disruptions, Innovative promotions enjoy wom and virality.

In 2017 – Innovation using Instagram and Pintrest would be exciting prospects.

O: “Optimization is the sexy term for cost cutting !” a former boss of mine once remrked half a decade ago. In today’s  day and date, nothing seems more true.  My friend in eCommerce, Start ups and even enterprises can vouch for the fact that for every month spends -there is a very tiny envelope marked “Branding Spends”  rest all the envelopes are transparent and closely scrutinised for optimal usage. Leave alone expenses, even efforts, activities and teams are being optimised.

Inventory purchase for Acquisitions is now programmatically optimised.

Key words – organic & purchased are optimised.

U: Unique Personalised experience is the effect of considering the right offer to the right person at the right time using the right channel. ( With so many rights – I wonder what’s left? )

But please consider this the digital equivalent of somebody looking you in the eye with earnestness and making  a solemn promise to love you unto his/her end…

If your proposition can speak in those tones, address each subscriber, each consumer, each prospect in a language they are comfortable with, in a tone they respect and what they need, you are sorted !

Multi lingual communication, big data driven recommendation engines and choice of channel, past behaviour based insights and actions are some of the outcomes. Your Digital plan for 2017 should include these.

So you can vow to wow your audiences with a generous sprinkling of these wow’els in your Digital plan for 2017.

The aforementioned article was published on 16th February in Siliconindia Startup City February 2017 Issue.

The link to the original article: http://www.startupcity.com/digital-magazines/seo-special-february-2017/

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Kenscio Digital Marketing: Spearheading the Optimization of Digital Marketing Technology

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Over the last few years, Digital marketing zone has undergone a substantial transformation to generate acclaimed marketing experience. The best digital marketers utilize emerging trends and technologies to achieve transformative business outcomes with the right choice of both investment and technology. The tardy developments, huge cost and disruptive technology can redefine the position of an enterprise abruptly in the digital landscape. Kenscio, the promising Marketing Company, ushers data driven digital marketing solutions to ameliorate digital marketing industry using high-end tools for Email Marketing and Direct Marketing with global standards. Its Email Marketing tools and services like Email ListCleanr, Real Time Personalisation (RTP) and Multi-Channel Marketing Intelligence Solution (McMIS) are applauded by IT landscape.

Kenscio continues its journey as a leading ‘Marketing Technology’ company having complete expertise of Data-driven Digital Marketing added with its demonstrated competence in Digital Direct Marketing/Email Marketing. Besides, it generates a win-win circumstance in the market with technology competent vendors. Kenscio’s motto is ‘Client Success’ and the account management team is called as Client Success Team. RTP, McMIS, Email ListCleanr are notable accomplishments by Kenscio’s research and development team. The following testimonial is an exemplar of Kenscio team’s commitment: “Ever since our inception, e-mail marketing has been an integral tool of marketing communications for us. With our partner Kenscio, we have realized the true significance of e-mail marketing which has immensely helped us streamline our marketing objectives which include acquiring new customers, promoting a particular product range, also majorly solving customers’ queries through the effective social media integrated e-mail marketing campaign and so on and so forth. We have been substantially increasing 100 percent YOY marketing spend on e-mail marketing which generates great ROI to Naaptol.com.”- Naaptol Online Shopping Pvt Ltd.

Kenscio’s Email marketing platform is a personalized communication tool, in terms of integration and automation, personalisation, segmentation, database cleansing, and creative communication that generates strategic partnerships with clients. Through ‘Managed Email Marketing Services’, Kenscio offers the complete solution for successful Email Performance that encompasses the complete process of Strategy Making, Conceptualization, Campaign Design and Development, Testing, Deployment, Campaign Monitoring and Analytical Inputs for effective targeting.

Award Winning RTP

Meanwhile, Kenscio’s award winning product – RTP enhances Email Marketing that enables live information feed in promotional emails even after send-out. RTP is the first of its own kind of dynamic email content personalisation solutions in India and signifies arrival of a new era of dynamic emails replacing the static emails. It deals with actual and real-time value of stock market/portfolio, latest news/updates, location based offers, individual subscriber based preferences, remaining stock/inventory values, time remaining for an offer/deal to expire etc. RTP offers innovatively designed and customized features that can dynamically change email content based on the time of opening the Email, location, device used, customer behaviour, etc. This is more of a contextual Email marketing that can make the Emails more relevant to the readers for a longer period of time.

Digital Marketing Tools

Multi-Channel Marketing Intelligence Solution (McMIS) helps to study customers’ channel behaviour (offline, website, email, social media), activity (or lack of activity) and purchase behaviour in relation to their demographic and psychographic information, that generates accurate and relevant multi-channel campaign management. Furthermore, McMIS empowers to analyse true performance of campaigns via powerful analytic capabilities. A marketer has to record and study how the customers move through their lifecycles over a period of time. McMIS can help in uniting all marketing efforts across paid, owned and earned mediums by integrating customer interaction data and campaign management across multiple channels.

Additionally, Kenscio’s Email ListCleanr is a hygiene application for cleansing huge email database to filter invalid email contacts and ensure authentication for genuine subscribers. It provides assurance on the contacts that can be sent by email safely without spoiling the sender IP or sender Domain reputations. By removing potential spam and emails not conforming RFP standards and ISP rules as well as doing necessary corrections in email IDs/domain names, Listcleanr significantly increases reputation with Gmail, Yahoo and Hotmail. Hence, it improves efficiency of email campaign and return over investment.

Recognition of Expertise

Early 2015, Kenscio’s RTP embedded campaigns for BookMyShow won “Best Email Marketing Campaign of the year” conferred by IAMAI, and “Best Marketing Innovation of the year” conferred by DMAi. RTP also bagged a bronze for ‘Effectiveness-Financial Products & Services Category’ for a successful Email campaign done for Axis Securities. Its journey continues as a strategic technology partner, and has moved its corporate office to a newer and wider space of technology for a defining future in Digital Marketing landscape. Consequently, Kenscio proclaims a specialized approach to unveil digital technology horizon ahead.

 

The aforementioned article was published in CIO Review (India Edition) Magazine in January 2016

For the original article go to: http://www.cioreviewindia.com/magazine/Kenscio-Digital-Marketing-Spearheading-the-Optimization-of-Digital-Marketing-Technology-ZUFI116904034.html

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The CMO Revolution in 2016

Over the past 3 years, than ever before, the role of CMO has been through significant change and 2016 is shaping up to be no less transformative. Marketing professionals will be pressured to deliver measurable business outcomes, driving the need to formalise the customers’ path from digital marketing engagement to purchase. The role of the CMO is changing significantly and how! While a lot has been said and written about the strategic focus required by marketing heads in 2016, here is our immersive view of the same. This reflects the thoughts and opinions of marketing leaders, analysts and industry commentators!

CMO Revolution in 2016 - Kenscio

The 5 key trends predicted to drive the role of CMO to take you through 2016:

1. Get even more tech-savvy or make the CTO your BFF

Experts agree that technical and analytical skills top the most highly needed specialisations for CMOs in 2016. If you can’t do it yourself, make the CTO your most trusted ally!!
A marketing tech officer or specialist will be someone in high demand as CMOs realise the power of tech and how it can play a part in driving forward. One would need to see how to build those technical skills internally within the organisation or recruit them. The role of data-driven marketing, automation and lifecycle programmes and other innovations lean heavily on technology. As a result, to be successful as a CMO, having an analytical and technical background is becoming increasingly important.
The CMO is an important member of the executive board and has to work closely with the CFO, CTO, and CEO. For traditional CMOs, it’s indispensable to prepare to get on top of topics such as performance marketing, business intelligence, marketing automation, and at times even be able to perform basic SQL queries.

According to global director of a marketing automation company, CMOs are investing more time and resources into technology, and will soon have larger budgets than CIOs, if they don’t have already.
In 2015 Two-thirds of marketers planned to increase their technology spend and we believe that this perfectly mirrors the expansive marketing technology landscape we envisaged. Investment in technology is reaching new heights every year, and it’s all due to the new ways in which marketing teams are adopting technologies like CRM, CMS, marketing operations automation, data management platforms, search and social measurement tools.

2. Focus on Customer-obsessed growth via a Personalised approach

The next 12 months will see the” CMO working more closely with the Data & Analytics, BI, UX & UI teams together as predictions point to a widening in the customer obsession gap, according to Forrester. Leaders will graduate toward a customer-obsessed operating model, while laggards will aimlessly push forward with flawed digital priorities and disjointed operations.

In the analyst firm’s 2016 marketing predictions report, it claimed CIOs, CMOs and customer experience leaders will rally to achieve customer-obsessed growth by adopting human-centred design and data analytics to deliver exceptional experiences.
The marketer’s nirvana is being able to personalise. Being able to market exactly to the target customer. This would require the unification of data-booth demographic and activity level – around the customer, including social media, transaction activity, website clicks, downloads and more. Unified view of the customer and being able to address the customer-empowered with this knowledge is the path to communication nirvana.

3. The growth of Mobile and Social Channels

While Traditional Digital Channels (yes there are some ! ) continue to evolve alternate channels viz. mobile & social will be far more significant in 2016. Mobile innovations continue to fuel opportunities for greater reach and better customer experiences – mobile first services & solutions are expected to continue into 2016 as customers demand a more seamless fully digital experience. In the face of this fresh mobile wave, CMOs need to have a mobile-first mind-set in order to be nimbler and agiler moving forward. Examples of this are evident in the mobile payments space as digital wallets gain traction.
Moving away from traditional marketing to digital marketing front, marketers need to think about how they start engaging across multi-channels more effectively. Addressing customers’ A-I-D-A on a mobile device alone is a lot harder, so the choice of channel is equally important hence Social Engagement.
In fact – it is advisable to create a communication strategy to be able to optimise conversion across the board and to not treat social networks, emails, SMS, calls, and other channels in an isolated manner. CMOs must get their teams to understand – Cross Device Behaviour, Unify consistent communication across touch points and measure performance as well as efficacy of each channel for each customer thereby aim to communicate with each customer in the way that they would most like to hear from the brand.

4. Evaluate a mixed Click & Brick approach

Access anywhere – anytime is what the customer expects in 2016 and the CMO has to think on those lines. Marketers in the retail space will need to embrace Omni-channel strategies if they want to face the challenges of these new behaviours. As expectations evolve when it comes to delivery – for example, the increasingly popular ‘click and collect’ option, could be an option. Some delivery examples like Tube / Underground Metro routes have been tested and worked very well in 2015.
Using Omni – channel strategies – to meet the demands of the modern consumer – enables the design of ultra-personalised and effective loyalty, as well as targeted promotions that will increase sales. There will be a strong need for marketers in the retail industry to employ substantial omnichannel and cross-channel solutions in order to meet the demands of the modern consumer. CMOs will
need to explore In-store technology & experiences that will create a seamless journey for the customer regardless of how they interact with the brand.

5. Innovate to differentiate

It’s the same target customer that every brand is targeting. How then would the CMO get his dollar to go a longer distance? Not just that. This dollar needs to work harder than and before the other guys’ does.
With all things being equal the only differentiator available is Innovation. The approach could be Disruptive, Tactical, Technical, Immersive, Omni-Channel, Multi-Channel, Traditional + Digital, Global + Local – regardless. The vital ingredient that will differentiate winners from laggards will be Innovation. CMOs need to focus on harnessing technology & channels, knowledge & information to deliver innovation. While the technology is there to complement and support existing marketing efforts, we are seeing the rate at which technology is evolving is also pushing CMOs to think, plan, engage and most importantly innovate with customers in new ways.
Partnering with leading Innovative solution providers recognised innovators and thought leaders is the ideal head start that a CMO can give his/her brands.
The New Year brings 12 months of constant change, 52 weeks of innovation, 366 days of collaboration and strongest bond yet between the Dual helix of Marketing & Technology in the DNA of the CMO. May the force be with us!!

Amit Sarna
Vice President – Client Success & Partnership
Kenscio Digital

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