The framework : Digital marketing in practice (04/02/2014) by Hugues REY, Chief Executive Officer, HAVAS MEDIA BELGIUM
In 20 years, marketing has experienced a Copernican revolution. Kotler’s 4P’s and Pareto’s law have been put aside in favor of concepts such as the 5C’s, the "long tail", the Cluetrain Manifesto,… Nice theories! But on the practical side, what are the day-to-day challenges for a marketer in 2014?
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Dontmissthedigitaltrain bmma 2013
1. 10
lundis
pour
ra.raper
le
train
du
digital
20
years
of
Digital
Marke8ng
Age
de
raison
ou
de
passion
?
Hugues
Rey
-‐
March
2013
2. Agenda
or
Bingo
?
Bounce
(Rate)
Big
Data
Crowd
Sourcing
SoLoMo
10
lundis
pour
ra.raper
le
train
du
digital
Long
Tail
Dwell
(Rate)
Cloud
Compu8ng
Gamifica8on
Media
Meshing
Mash
Up
Cookie
Freemium
2
3. Agenda
• Digital
Marke2ng
10
lundis
pour
ra.raper
le
train
du
digital
– Defini8on
– A
Few
Facts:
Brief
History
&
Major
Trends
• Digital
Marke2ng
Strategy
• Tac2cal
Opportunity:
Data
Management
• Conclusions
3
4. Marke2ng
...
10
lundis
pour
ra.raper
le
train
du
digital
is the process of
communicating !
the value of !
a product or service
to customers.!
Wikipedia
4
5. Digital...
10
lundis
pour
ra.raper
le
train
du
digital
is most commonly used in
computing and electronics,
especially !
where real-world information
is converted !
to binary numeric form!
Wikipedia
5
6. A
simple
Rule
...
• Useful
?
10
lundis
pour
ra.raper
le
train
du
digital
!
• Usable
??
!
• Used
???
6
7. 10
lundis
pour
ra.raper
le
train
du
digital
Digital
Marke2ng
A
Few
Facts
7
8. Keep
1
fact
...
10
lundis
pour
ra.raper
le
train
du
digital
8
11. Sources : CIM PMP 2001-2012
Internet total
reach has more
than doubled to
reach 69% of the
12+ in 2012
Total
reach
of
Internet
Websites
10
lundis
pour
ra.raper
le
train
du
digital
24. Smart TV
•
Eric Schmidt: “By the summer of 2012, the
majority of the televisions you see in stores will
have Google TV embedded in it”
24
25. 10
lundis
pour
ra.raper
le
train
du
digital
Major
Trends
SoLoMo
Web
X.0
Web
of
the
Objects
25
26. Based on the data from participating countries,
we make the following assumption.
inter
n
d
billio the worl
2
in
sers
net u
illion
1 b
7 billion
People in the w
orld
users
etwork
cial n
So
29. 2 out of 3 employees
is proud about their
employer, but only 19%
shares stories on
social media: unused
conversation potential.
!29
30. Customers want to be involved
with companies. Bring them in
the boardroom to improve the
relationship.
N
CO-CREATIO
44%
CONVERSATIONS
44%
BRA
33%
ND
FAN
DIRE
INTERA CT
CTION
43%
32. Social
• Not
Facebook
Only
• Impacts
on
all
ac2vi2es
of
Enterprise
– Change
Management
• A
Tool,
not
«The»
Objec2ve
•
KPI’s
are
s2ll
to
be
fixed
• Connect
with
the
real
world
10
lundis
pour
ra.raper
le
train
du
digital
43. Mobile
•
•
•
30% Smarphones Users
•
•
Save Time vs Waste Time
Look behind the I-Phone
Mobility vs. Usability - Think about the
consumer, not the device
Connect with the Real World
49. Web 3.0
Web x.0
Semantic / Objects Web
Meta Web
Web 1.0
Web 2.0
The Web
Social Web
Degree of Social Connectivity
50. Web 2.0 was/is about participation
Portable, personal web, focused on the individual, on
lifestream, on consolidating content, and which is
powered by widgets, drag and drop, and mash-ups of
user engagement.
cc licensed ( BY ) flickr photo by Mykl Roventine: http://flickr.com/photos/myklroventine/3867744073/
51. “Web
2.0”
?
–
6
Rules
!
Harnessing
the
collec8ve
intelligence
Lightweight
programming
models
(Mash
Up,...)
Unique,
hard-‐to-‐recreate
data
sources
Above
the
level
of
single
device
The
web
as
plahorm
Leveraging
the
long
tail
through
customer
self-‐service
53. I
tunes
the
long
tail
How
big
?
5
billion
in
2010
…
10
lundis
pour
ra.raper
le
train
du
digital
This
is
no
rumor,
because
Apple
has
just
announced
that
iTunes
Store's
customers
purchased
and
downloaded
more
than
5
billion
songs,
while
the
iTunes
Store
also
has
the
largest
music
catalog
online,
with
over
8
million
tracks.
Even
more,
the
iTunes
Store
is
now
ren8ng
over
50,000
movies
daily,
turning
it
into
the
most
popular
movie
store,
too,
with
a
catalog
of
over
20,000
TV
episodes,
over
2,000
films,
of
which
over
350
are
available
in
HD
quality.
54. In 15 years,
Amazon went from 1 category (books) to 16 main categories
LIMITLESS INVENTORY
55. Amazon began with books…
Competition
Market was large and
fragmented.
Contrary to the
concentrated music
industry, no player would
have the power to freeze
out a new entrant.
Source: Robert Spector, Amazon.com: Get Big Fast (2002)
Product
Search
A book does not have to
be accurately described:
it is a universal and
simple object.
Search would make it
easy for customers to
find books among the
entire database.
Book distributors were
already exchanging
digitalized listing.
Amazon repeatedly
appears first on Google‟s
results page.
56. Example Kindle: A service, not a device
“The vision for Kindle is every book ever in print in any language - all
available in less than 60 seconds.” Jeff Bezos
Amazon struggles with publishers to implement its
vision:
• Lowering prices, even if it requires temporarily selling at a loss
• Increasing selection: 900,000 books available
• Pressuring them with Print on Demand and auto-publishing
Like iTunes, it is a seamlessly integrated ecosystem.
Amazon wants to become a one-stop shop:
• Kindle‟s 3G chip
• Access to the ebook catalog through the Kindle or the apps
Even if the Kindle is the best device to read for a long
time, it is more of a platform than a device:
• A device-agnostic experience thanks to mobile and desktop
application (Whispersync1)
• A streamlined interface and user experience dedicated to
reading on many devices
1
Whispersync enables a seamless synchronization of the reading progress and bookmarks across devices. Icons from Oxygen.
60. Au second trimestre 2011, 51 %
de la musique dématérialisée a été
consommée sur Internet contre 49
% en téléchargement.
61. Un Suédois sur neuf paie un
abonnement à Spotify : avec la même
proportion, nous pourrions
retrouver des ventes à un niveau
antérieur à la crise.
!
Il y aura donc 3 formes de diffusion de la musique numérique:
!
1.L’achat à la carte, type iTunes,
2. L’accès à travers l’abonnement simple (Spotify) ou couplé
(Deezer-Belgacom)
3. La gratuité financée par la publicité.
63. New
horizons
Web 3.0 refers to a third generation of internet-based
services that collectively allow the emergence of
the Objects / Semantic web.
cc licensed ( BY ) flickr photo by paul (dex): http://flickr.com/photos/dexxus/3146028811/
73. So, forget paid media?
19%
59%
ü Control
!
!
ü Control
!
!
22%
ü No control à
negative
can be
!
ü Expensive
ü Cost efficient
ü Cost efficient
ü Wide audience
(reach!)
ü Often limited to
customers
ü No control, but crucial
in the purchase cycle
!
Source : POE Research 2012 by Havas Media
!
!
77. Earned
Media
19 % DE L’IMPACT
DES MÉDIAS PUBLICS (EARNED)
VIENNENT DE l’ OPINION
INTERNAUTES,
WEB SOCIAL,
81 % PROVENANT
DE L’OPINION DES PROCHES,
DU BOUCHE À OREILLE,
L’INTERLOCUTEUR, PROCHE
OU PAS, DEMEURANT PLUS
IMPORTANT QUE LE CANAL.
!77
81. ...close
to
THE
Decision
Cycle
Process
2
Paid
Past
+
actual
campaigns
Owned
•Website
+
Branches
Earned
•WOM/Peers
+
Social
Media
Consumers
add
or
substract
brands
as
they
evaluate
what
they
want.
Ac5ve
evalua5on
1
Paid
•SEO+SEA+
campaign
Owned
•Website
+
Branches
Earned
•
WOM
/
Peers
+
Social
Media
3
Informa5on
gathering,
shopping
The
consumer
considers
an
ini5al
set
of
brands,
based
on
brand
percep5ons
and
exposure
to
recent
touch
points.
Ul5mately,
the
consumer
selects
a
brand
at
the
moment
of
purchase.
Loyalty
loop
Ini8al
Considera8on
Set
Cross
selling
via
Owned
• Website
• Customer
Care
• POS
Trigger
Postpurchase
experience
Ongoing
exposure
Owned
• Website
• Customer
Care
• POS
Earned
4
AFer
purchasing
a
product
or
service,
the
consumer
builds
expecta5ons
based
on
experience
to
inform
the
next
decision
journey.
Moment
of
purchase
Product
Owned
•Website
+
branches
=
customer
care
94. The first 6 steps to successful converged media
(paid, owned, and earned)
1/ Understand converged media
2/ Plan a stable foundation
3/ Evaluate ability to achieve earned at scale
4/ Align teams and departments
5/ Align agencies and vendors
6/ Sync content and creative across channels
(“finding your voice” - Chris Anderson, editor in chief of WIRED magazine)
95. Monoprix’s POE Challenge : A ‘3D’ implementation
On ne dit pas “je vais faire les courses”, on dit “je vais chez Monop”.
The Idea
The Challenge
How
to
generate
the
best
earned
of
O
?
Step
1:
Owned
Media
A
powerful
repackaging
of
the
private
label
products
the
distribu8on
market
P
Step
2:
Paid
campaigns
Capitalizing
on
the
packaging
OOH
Print
E
Step
3:
Earned
Media
Buzz
around
Owned
and
Paid
Sustained
by
an
ac8ve
community
management
Exclusive
offers
for
Fans
OOB
96. Monoprix’s POE Challenge : A ‘3D’ implementation
On ne dit pas “je vais faire les courses”, on dit “je vais chez Monop”.
!
!
The Results
69k
fans
(compared
to
4k
for
Auchan
and
Leclerc)
Qualita8ve
verba8m
on
Facebook
and
influent
blogs
The
highest
earned
consumer
percep8on
of
the
market
97. Monoprix’s POE Challenge : A ‘3D’ implementation
On ne dit pas “je vais faire les courses”, on dit “je vais chez Monop”.
98. 10
lundis
pour
ra.raper
le
train
du
digital
Tac5cs
Data
Management
Opportunity
98
99. Objec8ves
Related
KPI’s
E-‐Acquisi5on
/
Promo
• Recruit
:
E-‐Prospects
/
e-‐Leads
/
(Loyal)
e-‐Customer
/
• People
who:
Buy
/
Ask
for
Appoinment
/
Ask
Info
/
Look
for
Dealer
• Conversion
Rate,
Repeated
Visits,
C/Conversion,
leads
BRAND
EQUITY
Engagement
• Let’s
live
a
full
Digital
(and
more)
experience
•
Brand
Ambassador,
Advocacy,
Story
Tellers,
Influencers
• Time
spent,
Dwell
(Rate
/
Time),
Virality,
Repeated
Visits
Brand/Communica5on
Values
Building
• Communicate
in
the
most
balanced
impressive
way
• Customers,
(Non)
Users,
Target
Group
• Cov.,
OTS,
Affinity,
Context,
Impact,
Click,
Interac8on
101. Big
Brother
?
Cookie
!
• Micro
file
– Chain
of
characters
!
!
!
• Allows
to
keep
informa8on
about
a
browser
– Browser
=
+/-‐
surfer
• Accepta8on
rate
– Variable
but
for
metriweb
=
98%
• Webver8sing
in
Belgium
– Metriweb
–
Unique
visitors
/
Duplica8on
/
Accumula8on
– Ad
Server
–
Frequency
capping
102. The
last
ad
vs
Reality
The “Last Ad” Standard
The Reality
–
–
Campaigns reach consumers multiple times, across
multiple channels, over extended periods of time
Last Ad Clicked
Last Ad Viewed
Banner
Yahoo
Rich Media
Sponsorship MSN
Banner
CNet
Banner
Sky Sports
Search
Google
$
$
$
$
$
$
103. Dynamic
retarge8ng
:
concept
Data
collect
Strategy
Products
data
collect
Choice
of
the
relevant
strategy
!
1
Products
consulted
(thanks
to
a
cookie)
!
We
memorize
the
products
of
the
users
browsing
/
surfing
on
the
the
partners
sites
2
Similar
products
to
the
products
consulted
or
placed
in
the
basket
page
of
the
site
3
Complementary
products
to
the
product
purchased
Diffusion
Campaign
delivery
!
When
the
concerned
users
go
on
our
network,
the
customized
ads
are
shown
to
the
relevant
users.
104. Dynamic
retarge8ng
:
scenarios
Product
recall
The
user
has
seen
a
46cm
TV
on
the
Hitech.com
site
Hitech.com
Recommenda5ons
The
user
has
placed
the
TV
in
the
basket
page
but
has
not
bought
the
product.
Hitech.com
500€
We
personalized
the
banners
by
showing
the
products
previously
consulted
by
the
user.
300€
We
personalize
the
banners
with
the
highlight
in
the
banners
of
the
products
from
the
same
category
(TV
size,
price,
brand,
etc…)
Cross
selling
The
user
has
bought
a
46cm
TV
Hitech.com
100€
We
personalize
the
banners
by
highligh8ng
addi8onal
products
In
this
case,
it
could
be
a
DVD
player
or
surround
sound
system. 104