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Consumer journey as marketing spiral

The new consumer journey

A while back, I attempted to create a model the way companies need to leverage new marketing to engage today’s consumers. I looked at a number of interesting approaches, but in the end opted to build around the idea of a marketing spiral.  I’m sure there are a number of other ways to illustrate the consumer journey other than using a spiral, but this is what I came up with. If anybody wants to take another stab at this, please do and let me know where you post it. Read on to discover how you can use this model to define your new marketing program.

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Baby translator application for iPhone

I recently came across this article and couldn’t resist talking about it see how I have spent the last 6 months helping Nokia plug their Ovi applications store. However as an Ipod and Nokia owner, I know the real value of mobile apps. I use them everyday to check the weather, check train times, find out what’s playing at my local cinema, find out where I am or how to get somewhere, check my mail, keep track of time I spend on projects and much more. I keep discovering new apps all the time to the point where I feel I am actually getting some kind of mobile app overload happening.

As a dad however, I can appreciate the idea of a application that translates a baby’s cries into something more understandable like, “I’m hungry, feed me.”

I remember reading baby books which all mentioned how mothers eventually can tell the difference between one cry and another. But what about dads? To me a screech was a screech. Sure I could tell the difference between a mild night disturbance versus a baby in pain, but these are extremes. It’s all those cries in between that drive you mad with uncertainty and anxiety. After all, you want the little one to be happy all the time. You want to protect and make them feel special. But how can you do that when you have no idea what’s wrong?

Well, for all the new dads out there, I truly hope this mobile app from Biloop Technologic works. Just one word of advice however, if your wife doesn’t know  why the baby is crying and you do because of this application, don’t tell her. She will hate you for it. Instead find a clever way to “lead her” to find the reason that you already know thanks to this application.

As a marketer I am however surprised that the brand managers for Pampers or Johnson & Johnson’s didn’t think of this first. What a huge missed opportunity to create lasting brand value. Didn’t anybody pay attention to Kraft’s success?

IPhone Application Translates Babies’ Howls

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Like the latest fad in fashion, Conversational and Community Marketing is all the rage in marketing today. So what’s so special about it? Do you really need to be bothered, or can you happily go about your business and ignore it?

None of us can escape the fact that the Internet has changed many things for businesses. In my earlier post, I talked about the growing importance for total transparency in everything from a company’s behavior to their pricing and profit margins. Guiding this need is the every growing Internet population of ‘Prosumers’, or rather ‘empowered shoppers.’ Although the size of the prosumer population has never been officially measured, we can figure it out by looking at people’s online behaviors.

For instance, if you look at the last years results from Forrester’s Technographics surveys, you see that:
•    10% of the UK online population read blogs
•    17% watch user generated videos
•    12% participate in discussion forums
•    and 20% read online reviews.
These are all behaviors of empowered shoppers. Let’s focus on the last point, the 20% who read reviews, which is the most common indicator of an empowered consumer.

Related US study by Forrester show similar breakdowns of behavior.

Related US study by Forrester shows a similar breakdown of behaviors.

Nielson Netview estimates that there are 34,151,628 online Brits. So 20% of that figure is roughly 6.83 million Brits who we can classify as acting like prosumers. Granted, that still means there are still a good 27.3 million other online shoppers you could target. But consider this. If every one of the 6.83 million empowered shoppers talks to just 3 other people, your ‘informed shopper-base’ suddenly grows to 20.49 million shoppers! Suddenly, that 27.3 million has shrunk significantly. So it’s probably safest to treat everybody like a prosumer and get on with business.

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This is the first in a series of articles on establishing marketing leadership online. Over the past few years, I looked into how brands behave online and established a brand positioning model which takes into account the different types of strategies employed by different brands in the online space.

There are a number of different ways brands can establish leadership online, from providing a groundbreaking service like Amazon.com, to creating a strong brand position that completely resonates with a core customer base, which is what RedBull has done. To identify potential leadership strategies that a brand can adopt in any given category, I have created a 7 stage positioning chart.

Brand strategies for traditional and empowered consumers

Brand strategies for traditional and empowered consumers

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This past year, I have been recommending to my clients that they should include a price comparison service, using a trusted third party provider, on their own website. Mostly, I was greeted with concerned expressions, frowns and some anxiety-ridden comments.

Typical arguments against the idea have been: “Our products are more expensive than our competitors.” “Our prices are higher than our retail because we are afraid to undersell them.” Or my all-time favourite: “It’s our company’s policy not to promote our competitors on our sites.”

Yep. All seemingly sound arguments…. that is if you live in a traditional marketing world. But we don’t. We live in a friction-free economy dominated by empowered consumers. So the rules have all changed.

From my view, having a price comparison service just makes perfect sense. Think about it. Your customers are on your site anyway. They are checking out your products and in the “consideration” zone. Everything we know about consumers is that they will look at the price and go, “hmmm… I wonder if I could get that cheaper somewhere else.” And as sure as the rising sun, they click away from your site, and onto Kelkoo, PriceRunner and wherever, to see if they can get the same product for less somewhere else. Chances are, they can and often do. Which makes me wonder why.

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As any researcher will tell you, the difficultly of visualising complex datasets is quite simply, the challenge of finding a way to represent the numbers so that they actually mean something to the person who uses it.

In the interesting US/China trade example, the line weight gives an immediate indication to the size of the number, while color shows inports versus exports with Red being exports and green imports.

us-chinatradecomparison-2

Given that, we see immediately some key facts. First, the US imports far more than it exports. In fact, the trade deficit is a whopping 810 billion USD. Inversely, China exports more than it imports to a tune of 31 billion USD difference.

We also see that Canada and China are almost neck and neck as importers to the US, with Canada at 335.6 billion USD and China at 337.8 billion USD, a mere 2.2 billion USD difference.

Looking at exports however, we see that Canada is a far more strategic trading partner for the US in terms of exports. In fact, the US exports more to Mexico at 151 billion USD, which is no surprise after NAFTA, than it does to China at 71 billion USD. What’s interesting is that the EU seems to be better at negotiating trading relations with China to the tune of an additional 60.7 billion USD a year worth of EU imports! The trade gap is also lower, at 168 billion USD versus the US’s 267.4 billion.

Diving deeper into the chart, Mint.com calls out the top 5 trade areas, little of which will come as a suprise to anybody who looks at any “Made in” labels in the US. So naturally, we have Apparel and Footwear, Computers and Parts, Toys and Bicycles, Televisions and Furniture being the top 5 import areas to the US, while the US is shipping soybeans, semiconductors, aircraft, plastics and copper to China.

Bearing that in mind, take a look at this next data visualisation from Armin Reller of the University of Augsburg, and Tom Graedel at Yale University.

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Much of the exotic raw materials used to make consumer electronics, such as TV’s and Phones, are expected to last for only another 20 or so years if demand in emerging markets continues to grow as fast as it is now.

So by 2029, we will need to find new materials to make our TVs with, which, given the fast development pace of elctronics, seems completly doable. Although a good percentage of our raw materials can be recycled, such as copper and silver (we can always melt down our jewerly to get more), while others such as uraninium is not. Which means sometime between 19  to 59 years, we need new sources of energy.

What’s interesting about the two charts is that growth in trade, which the US constantly pushes like used car salesmen, will in fact cause an increasing strain on resources. In turn, fewer resources means that the cost of goods reliant on those resources go up and investment in companies reliant on them starts to look worse and worse.

And this is the inherent problem with the US (and British) economic model. If you are dependent on an ever increasing amount of global production to justify an ever increasing demand for profit, at some point you will hit the limit of your resourcing.  We see this fastest in services based industries such as advertising where a company’s ability to deliver is linked directly to the number of people they have employed. Less people means less money.

The global answer to this limitation problem is to simply do more with less. Eventually however, the cost of stretching the usage of limited supplies available to the last possible moment will exceed the cost of switching to new solutions and technologies. This is what we are starting to see in the energy industry, where the cost of exploration, drilling, refining, shipping and distributing oil is growing to the point where alternative energy sources such as hydrogen, with all of its challenges, will actually be cheaper to develop than to maintain the status quo.

The future therefore, lies either in those companies that can innovate themselves out of the resource pit, or in the new companies that have found better ways to solve our global needs. Either way, growth in innovation is critical to ensure business continues in the future. Whether it’s technological innovation designed to maintain our current economic models, or economic and business innovation to discover alternative models for measuring and running future business.

Ruder Finn Index

If you’re bored of those plain Forrester charts, then take a look at this gem from Ruder Finn. The pro’s of the research is the interactive data visualisation that lets you view the details of any data point and compare ‘intent’ across demographics and categories. The huge con of the research is the methodology. Ruder Finn runs a census style research of a mere 500 US adults 18+, in a nation with a population of 303 million, of which 251 million are online. That means that the validity of the research is based on 0.000002% of the US online population. Which is in essence, the entire problem with surveys of this nature. Digital companies continue to throw up miniscule statistics and present them as representative of the total online space, when in reality, nothing could be father from the truth.

In an age where you can get 100s of million views on YouTube for a video of an overweight kid goofing around with a fake lightsaber, any research based on small numbers should be taken with a very large grain of salt. In the UK, YouGov runs surveys with an online sample of 250 000 plus! That in a nation with an online population of just 43 million. Even though this is still 0.0058% of the online population, you still have to admit it’s far better than what Ruder Finn has put forward.

So here are the take-outs. Learn from the data visualisation approach, but ignore the results of the data itself.

Ruder Finn Intent Index

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Recently I came across some very cool data visualizations, which I am really a big fan of. So I have decided to post some of the best one’s I have found to date.

First off is this nice one on Starbucks and McDonald’s.

Starbucks and McDonald's global domination

Starbucks and McDonald's global domination

Some interesting highlights to note. The total sales of McDonald’s in 2003 was a hairs breadth from being double the GOP of Afghanistan and exceeded all of its major global competitors by a good $8 billion!

The countries you are most likely to find a Starbucks and McDonald’s don’t seem to differ all that much: USA, Canada, UK and Japan are the biggest three for both brands. The size of the UK bubble for McDonald’s is particularly shocking! What would be an interesting layer on this one are the countries with the most problems with obesity, of which both the UK and the US top the charts.

The most surprising figure though is the number of countries used to make up a cup of Startbucks coffee. The answer it 19! Naturally, the beans are sourced from the major coffee growing countries in Latin America, Africa and Indonesia. While paper is sourced from the major paper producers, Canada and Scandinavia. The sugar comes from Brazil and Australia, which is an eye-opener to me as I didn’t even know they grow sugar there.

Next up, the US/China global trade!

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Some will remember the past decade as the decade the people started to claw back power from business and government. What with the rapid growth of online consumer activism, whistleblower sites and consumer driven watchdog organisations that has proliferated on the Internet, I have started to wonder if we aren’t nearing a future in which the current shape of government itself is outdated.

This year will undoubtedly be remembered as the year that MPs in Britain were exposed as people who see working in government as the proverbial gravy train. Second homes paid for, when most people in Britain don’t even have a first home. Three months summer holidays, when most people in Britain are lucky to get three weeks. Short working hours, when most people in Britain are working the equivalent of 1.5 full-time jobs. And golden pensions worth millions, when most people retiring in Britain will be retiring in poverty.

Times have changed. We no longer live in the agrarian world that defined the early days of “government by representation”. People no longer have to travel to London from the countryside on horse and buggy in order to have their voice heard in government. We no longer need to rely on “people who know better” about  problems inflicting our society, nor should we. For time has proved over and over again, they simply don’t know any better than we do. We no longer need problems “managed” by people who in truth, only know how to pass laws to “manage” problems under the carpet rather than actually solve them.

This is the 21st century. It is not only the Information Age, but also the Age of Empowerment. It is the time when we the people, should have the direct power to influence change in our world. In which we the people, should be able to find solutions to problems rather than new and clever ways to sweep them under the carpet.

If we are to even think about replacing the current system, we need another model to consider. One model presented itself in Charles Leadbeater’s book, “We-Think.” Now, the last time I talked about “We-Think,” I was kind of doing it a bit of disservice by not talking about the fundamental societal change the author refers to.  The step-change behind the notion of We-Think, is that collective humanity is better placed to actually solve problems than individuals. The core idea works like this.

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In light of the recent UK elections, I thought it would be helpful for people to have a different view on politicians. In light of the fact that we currently live in an age where the technology exists to enable “direct democracy” over “representative democracy,” we need now more credible reasons to elect professional politicians to spend time sitting in Parliament endlessly debating issues face to face than they happen to be running and belong to the right political party.

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