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Argyle CMO Summit, Boston 2015

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The biggest problems facing marketers today is how to drive business amidst the rapidly changing environment. This presentation details the effects of limitless media on consumers, their changes in their desires, and how to systematically build marketing programs to drive demand in the infinite media landscape.

Veröffentlicht in: Marketing

Argyle CMO Summit, Boston 2015

  1. 1. Succeeding in the Infinite Future 3 systems for success A presentation created for Argyle Summit Boston 2015
  2. 2. •  Safe  harbor  statement  under  the  Private  Securi4es  Li4ga4on  Reform  Act  of  1995:   •  This  presenta4on  may  contain  forward-­‐looking  statements  that  involve  risks,  uncertain4es,  and  assump4ons.  If  any  such  uncertain4es  materialize   or  if  any  of  the  assump4ons  proves  incorrect,  the  results  of  salesforce.com,  inc.  could  differ  materially  from  the  results  expressed  or  implied  by   the  forward-­‐looking  statements  we  make.  All  statements  other  than  statements  of  historical  fact  could  be  deemed  forward-­‐looking,  including  any   projec4ons  of  product  or  service  availability,  subscriber  growth,  earnings,  revenues,  or  other  financial  items  and  any  statements  regarding   strategies  or  plans  of  management  for  future  opera4ons,  statements  of  belief,  any  statements  concerning  new,  planned,  or  upgraded  services  or   technology  developments  and  customer  contracts  or  use  of  our  services.   •  The  risks  and  uncertain4es  referred  to  above  include  –  but  are  not  limited  to  –  risks  associated  with  developing  and  delivering  new  func4onality   for  our  service,  new  products  and  services,  our  new  business  model,  our  past  opera4ng  losses,  possible  fluctua4ons  in  our  opera4ng  results  and   rate  of  growth,  interrup4ons  or  delays  in  our  Web  hos4ng,  breach  of  our  security  measures,  the  outcome  of  any  li4ga4on,  risks  associated  with   completed  and  any  possible  mergers  and  acquisi4ons,  the  immature  market  in  which  we  operate,  our  rela4vely  limited  opera4ng  history,  our   ability  to  expand,  retain,  and  mo4vate  our  employees  and  manage  our  growth,  new  releases  of  our  service  and  successful  customer  deployment,   our  limited  history  reselling  non-­‐salesforce.com  products,  and  u4liza4on  and  selling  to  larger  enterprise  customers.  Further  informa4on  on   poten4al  factors  that  could  affect  the  financial  results  of  salesforce.com,  inc.  is  included  in  our  annual  report  on  Form  10-­‐K  for  the  most  recent   fiscal  year  and  in  our  quarterly  report  on  Form  10-­‐Q  for  the  most  recent  fiscal  quarter.  These  documents  and  others  containing  important   disclosures  are  available  on  the  SEC  Filings  sec4on  of  the  Investor  Informa4on  sec4on  of  our  Web  site.   •  Any  unreleased  services  or  features  referenced  in  this  or  other  presenta4ons,  press  releases  or  public  statements  are  not  currently  available  and   may  not  be  delivered  on  4me  or  at  all.  Customers  who  purchase  our  services  should  make  the  purchase  decisions  based  upon  features  that  are   currently  available.  Salesforce.com,  inc.  assumes  no  obliga4on  and  does  not  intend  to  update  these  forward-­‐looking  statements.   Safe  Harbor  
  3. 3. @msweezey This presentation will be covering a lot of slides in a very short amount of time. If you would like to follow along on your device please find my slides posted to twitter under @msweezey. This presentation is compliments of Salesforce.com.
  4. 4. What is the biggest problem marketers face? #1 New Business Development We asked 5000 B2B and B2C marketers this question:   They said: (http://www.salesforce.com/research)   Q A #2 Quality of leads #3 Keeping up with trends
  5. 5. What is the biggest problem marketers face? We asked 5000 B2B and B2C marketers this question:   Q A How do we drive business amidst an entirely new consumer landscape?
  6. 6. Industrial 
 Revolution Taught us marketing was a by product of production, and the businesses had complete control of information about products, and the buying process. There were only 5 media channels.  
  7. 7. Limitless Channels There are currently 200+ channels, and Gartner predicted in 2014 that by 2017 the CMO would have the largest IT budget in the company, taking it away from the CIO.  
  8. 8. Media Ubiquity More people in the world have access to a mobile phone than have access to clean drinking water or electricity. The effects of this are only now beginning to be fully understood.  
  9. 9. Limitless Media On average there are 1,500 posts waiting for you on Facebook, and on average you check Facebook 17 times per day (Ages 35-49). You also have 7.4 social channels on average.
  10. 10. Limitless Media 
 Is very different This is over 12 hours per day, across multiple screens. Tangling up work life, personal life, and everything else together.  
  11. 11. CNN reports there will be 50 Billion connected devices by the year 2020. That would mean devices out number people 7 to 1. Each device can create, distribute, and consume content as well, making them the largest creators of noise.   Internet of Things
  12. 12. He Proved Media 
 Consumption Changes Human Actions Marshall McLuhan denotes how media has changed every society in his foundation text “Gutenberg Galaxy”. Campaigns have not caught up to the modern human, or how we use media.   “For Richard Nixon to win the presidency he must lose 10 pounds.”   -­‐Marshall  McLuhan  
  13. 13. “A” or “B” How do you manage your email in box?
  14. 14. “We now disqualify before we qualify” We are faced with so much content we now disqualify content before we even begin to qualify it. This is a technique we learned on our own (heuristic) and use it as the standard way we now filter large sets of data.
  15. 15. Attention Spans The average human based on a Microsoft study in 2013 has an average attention span of 8 seconds. This does not mean make “Snack-able Content”. This means you must deliver value faster.   NINE SECONDS Goldfish  have  an  a3en4on  span  of    
  16. 16. Buyers  harness  more  power  when  they  do  a  single  Google  search   than  all  of  NASA  had  in  1969  to  land  a  man  on  the  moon.  Anything   can  be  found  in  an  instant,  and  if  it’s  not  they  they  leave.       INSTANT RESULTS 80% Bounce Rate On visits from Adwords 71% Have been Disappointed by content 25% Will never re-engage If disappointed once 1.70 Page views Per visit to your site
  17. 17. Why should you even care about this. You already have social media. You already do content marketing. You’ve read the latest blog post from the experts, and do lead nurturing. Why should you care? Why Care?  
  18. 18. Our systems Don’t work For every 100 leads an aveerage company generates they close .7 of them into actual business. 1.5 Forester estimates for every 100 leads a B2B company generates, best in class only converts 1.5 into revenue.
  19. 19. Production, Technology, Distribution, and Reach are all democratized making the relationship you have with your consumer the only sustainable competitive advantage.   Large Scale Failure of Fortune 500 companies are removed from the list in Last decade (2004-2015)1/3
  20. 20. Content product is the largest single item in a marketing budget at 16% of the total budget. This is a result of the modern buyer and the marketer owing 80% of the sales cycle by 2020.   Massive Inefficiencies Of content a business creates never gets utilized.70% - SiriusDecsions Report  
  21. 21. We need New Systems We need a new coherent body of ideas or principles which take into account the changed environment. Not just iterations of the old ones.
  22. 22. These are Not Systems You’ll likely say, “But I’ve got social media, marketing automation, and do content marketing. I’ve got new systems”. You are wrong. You have new tools, and channels. We still use your same old systems, just on new channels.
  23. 23. Net Positive System 01 The company must have an understanding that limitless interactions must be controlled by a company Mindset of positive experience, or fail at the death of departmental campaigns.
  24. 24. Ship My Pants National retailer spends millions on a campaign to get people to shop in their stores. The campaign was based off of an award winning tag line “Ship My Pants”. Yet it ended at very sour experience for many.  
  25. 25. “SHIP MY PANTS” Infinite Media Hurts Upon a Google search to find the local store the average review is 2.9 out of 5. Creating a bad impression directly following the positive impression of the “Ship My Pants” campaign.  
  26. 26. “SHIP MY PANTS” Net Positive Experience Upon going to the website to then purchase the website was broken. This now has created a “NET NEGATIVE” effect and the only way to win this consumer back is to spend more money. This is not sustainable.  
  27. 27. “It is not the height of your highs, but the valley of your lows which will shape your brand” -Andrew Davis, Author of Brandscaping “ “
  28. 28. This is the value of the “switching economy” this means switching from one product to another. This makes the economy of switching the 10th largest economy in the world. $1.7 Trillion
  29. 29. It takes - “Understanding Customers” by Ruby Newell-Legner Positive experiences to make up for one unresolved bad experience.
  30. 30. Relationships are hard to substitute! Having everyone in your company with the same mindset is the only sustainable way for you to proactively protect your brand from the infinite amount of content and create a net positive experience for every customer across all touch points. This is why companies like AT&T give CX a seat at the Executive Table. Customer Experience belongs in the C-Suite
  31. 31. Desirable Relationships 02 The human desire has shifted over time, yet our marketing practices are still based on the idea of mass publication is valuable to consumers. We must re learn what consumers desire, and what creates a valuable relationship for them.
  32. 32. Building relationships with consumers inner desires is what we should be focused on Edward Bernay’s created Public Relations after learning from his uncle Sigmund Freud the power of the unconscious mind. He create a new form of strategic marketing which built relationships between products and consumers inner desires. Relationships focus on Human Desire  
  33. 33. Experiences Are Made of “Content” Wrote  “Permission  Based  Marke4ng”  in  1999.  The  forward  to  this   book  was  Don  Peppers  who  co-­‐authored  “The  One  to  One  Future”   wriaen  in  1993.  Yet,  most  of  us  just  see  “Content”  as  something   we  create  and  mass  distribute.       “Our job is to connect with people, and leave them better off than when we found them” - Seth Godin
  34. 34. “Consumers want honest and authentic experiences” -Joseph Pine II Author of the Experience Economy, Authenticity, & Infinite Possibilities
  35. 35. Nobody Ever Said “I want content”They decide engage with content to solve goals, they engage with it because it aligns with their purpose The worlds best media brands are failing. BBC laid of 500 reporters last year. Gigaom the $22 million dollar backed media brand, who pioneered blogging closed it’s doors after 8 years in 2015. We need to be relationship brands.   Media Brands?
  36. 36. Path to Purpose Google research done in 2013 proves it is no longer a linear journey to purchase, but rather helping consumers meet their purpose. When you do you increase purchases by 42%.   Honest  experiences  help   them  fulfill  their  inner   desires,  and  discover  their   purpose.    
  37. 37. Their purpose’s for engaging with content are………
  38. 38. Fight Boredom PEW research found that 51% of the time a CEO picks up their mobile device because they are BORED. We use the internet to fight boredom. This is the purpose at that time. It can lead to other things via passive discovery.  
  39. 39. Escape !People wanting to escape will lean on self discover and social channels. They are looking to escape their work, life, job, and take a short break. No barring on sales readiness. However the escape must be an honest, escape. It can not be contrived by a business, but must be found by the person.
  40. 40. Read this article for more on creating humor in your content: http:// www.clickz.com/clickz/column/2389218/create-better-content-via-humor Kronos Case Study Kronos, a workforce management software company, uses a weekly comic to engage with their audience. Their comics are consistently shared on LinkedIn two to 10x more than their corporate blog posts.
  41. 41. Discover Things The top 5 websites in the world are all “Search Engines”. We use search engines to discover things, but actively and passively.
  42. 42. Discover!Discovery is one of the greatest gifts of the internet. We have both passive and active discovery modes. Active Discovery: Direct searches on the internet Passive Discovery: When you scroll down in Facebook
  43. 43. Self 
 Discovery The highest form of value the internet provides to a human is self discovery. The instant nature to find what ever, and fulfill any purpose or desire instantly.   “Mass  Publishing  is  the  lowest  form   of  value  the  internet  provides”     -­‐David  Weinberger  (  Co-­‐author  of  Cluetrain   Manifesto)  
  44. 44. Active
 Discovery Anytime you do a search you are engaging in “Active Discovery” This is when you are looking, seeking, or wanting to find a specific item. “Amazon.com strives to be the e-commerce destination where consumers can find and discover anything they want to buy online.” – Jeff Bezos
  45. 45. Passive
 Discovery There is value in helping people discover things. Amazon hires 473 “Data Scientists” to study their conversions, and it’s effect on the customer relationship. If they do something look at why.
  46. 46. Presence!Is the content which consumers create about themselves to validate the mediated self they are projecting. Simply engaging with this is fulfilling their purpose, and is helpful, and does not require you to create more content.
  47. 47. Mediated Self On average we have 7.4 social channels and project a different self on each one. The value to us is in expressing our being, and having that desire validate by others. The Power of a Like!  
  48. 48. “When you see people voting up your answer or adding their own replies in real time it makes you realize there’s a good group of people reading your stuff. I don’t get that immediate rush on my blog” -Robert Scoble, Futurist and Social Media icon “ “
  49. 49. Modern Media Releases Dopamine To Be Released Causing positive relationships, and a Pavlovian response to engagement.   The  New  York  Times,  called  Dopamine  “The  Molecule  for   Mo4va4on”  in  their  2009  ar4cle  on  neuroscience.  hap:// www.ny4mes.com/2009/10/27/science/27angier.html?_r=0  
  50. 50. Dynamic Relevance 03 Building a system of relevance is the only way to scale personal relationships and create desirable experiences at scale required across infinite channels.
  51. 51. This Is the old way of thinking about conversion. How do we make content, and drive people to it. Now we take a new approach with dynamic journeys.   Static Experiences Follow Historical 
 Logic. Stop it!
  52. 52. Single View Of Customer Buyers become highly fragmented beings across multiple channels. They are always connected, and always on. The only way to reach them is to know more about them, and understand what it takes to really be relevant to the modern buyer.   You  no  longer  compete  with  those  in  your  own   industry,  but  rather  the  best  of  those  fields.   Consumer  are  now  comparing  all  experiences   against  each  other  rather  than  against  their   ver4cal.       Behavioral Data You  no  longer  compete  with  those  in  your   own  industry,  but  rather  the  best  of  those   fields.  Consumer  are  now  comparing  all   experiences  against  each  other  rather  than   against  their  ver4cal.       Psychographic Data Also  combine  with  all  other  internal  data,   created  in  a  CRM.       Internal CRM Data
  53. 53. Authentic Journeys Requires you to know each and every person, and demands a system of relevance which touches all aspects of your business. This puts the customer success platform at the heart of your marketing efforts. Then allows for scaling across all channels, with dynamic and predictive personalization. Facilitating both passive, and active discovery.  
  54. 54. Companies using predicative content on average are seeing an increase in revenue by 15% because it help facilitate discovery, and fulfills modern desire. Predictive Content Dynamic content suggests the best next piece of content given set algorithms of most likely engagement. Owned Experiences Creating customized experiences also needs to happen both on your website and via the email content. +15% Revenue  
  55. 55. 99% of all organisms who have ever lived on the earth are extinct due to environmental changes. The modern environment has changed the consumers desires a new type of mediated relationship. They will not respond to forced campaigns, and value self discover above all things. Creating a relationship able to support self discovery, and always be contextually relevant will require a new set of marketing systems. You only have one other alternative. Extinction. Raphus  cucullatus   “DoDo  Bird”     Conclusion:  
  56. 56. Thank you Mathew  Sweezey   Principal  of  Marke4ng  Insights,  Salesforce       msweezey@salesforce.com   @msweezey      

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