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Digital messed up Marketing
Understanding your customer in the digital era
Tom Fleerackers
www.flatworldbusiness.wordpress.com
Tom Fleerackers
tom.fleerackers@kdg.be
VolatilityUncertaintyComplexityAmbiguityIt’s a world.
Volatility
Uncertainty
Complexity
Ambiguity
Vibrant
Unreal
Crazy
Astounding
We’re living 

in fascinating
times!
Does anybody know this guy?!
Does anybody know this guy?!
Does anybody know this guy?!
Does anybody know this guy?!
Technology is shaping our lives
f
Technology is shaping our lives
Technology is shaping our livesTechnology is shaping our lives
whether we like it or not!
Technology is shaping our livesTechnology is shaping our lives
whether we like it or not!
Technology is shaping our livesTechnology is shaping our lives
whether we like it or not!
Technology is shaping our livesTechnology is shaping our lives
whether we like it or not!
Technology is shaping our livesTechnology is shaping our lives
whether we like it or not!
Police land Amazon Echo data in quest to solve murder
March 7, 2017
But technology has been shaping our lives for over decades!
Technology is 

a body of knowledge devoted to creating tools, 

processing actions 

and extracting of materials.
Today it’s all about digital technology.
Digital technology is a base two process. 

Digitized information is recorded in binary code of combinations 

of the digits 0 and 1, also called bits, which represent words and images.
Today it’s all about digital technology.
Marshall McLuhan
“We shape our tools, 

and (later) our tools shape us”
1967
“We shape our tools, 

and (later) our tools shape us”
“We shape our tools, 

and (later) our tools shape us”
Let me tell you as story!
Let me tell you as story!
This helped to plan the trip!
“Honey don’t forget the GPS!”
And then you stop preparing for your trip!
And now …..
And now ….

my behaviour changed
Although we might 

want to change
some habits?!
Although we might 

want to change
some habits?!
…We ain’t seen nothing yet!
…we ain’t seen nothing yet!
…we ain’t seen nothing yet!
…we ain’t seen nothing yet!
…we ain’t seen nothing yet!
…we ain’t seen nothing yet!
7.2B pop.
2dev./person
8B pop. 

10 dev./person
The internet will disappear!
“When everything is connected,
the internet as we know it will be gone. You
won’t need to push a button (safari, explorer)
anymore to be online. Connectivity will be

like oxygen: all around!”
Humans are becoming 

digital
The entire context is 

becoming digital
Humans are becoming 

hybrid
The evolution of society and technology and its
impact on behaviour, expectations and customs
Digital Darwinism
Digital is messing up marketing
Marketing is
“the science and art of exploring, creating,
and delivering value to satisfy the needs of a
target market at a profit. Marketing
identifies unfulfilled needs and desires. It
defines, measures and quantifies the size of
the identified market and the profit
potential. It pinpoints which segments the
company is capable of serving best and it
designs and promotes the appropriate
products and services.”
Philip Kotler
VALUE
VALUE
VALUE
VALUE
15%
4P’s AIDA
VALUE
15%
4P’s AIDA
VALUE
10%
VALUE
10%
VALUE
10%
VALUE
10%
data
VALUE
10%
data content
VALUE
10%
data content Services
VALUE
10%
data content Services tech
data content Services tech
data content Services tech
1step
further
Native
Advertising
Native
Advertising
Brand 2
Brand
Native
Advertising
Brand 2
Brand
Global
Brand
NewModel
Push
Push Interactivity
Push Interactivity
+
Push Interactivity
+
NewMedia
Model
POEM Model
Paid
Everybody
Paid Owned
Everybody Customers
Paid Owned
Everybody Customers
Earned
Fans
Paid Owned Earned
Paid
Owned
Earned Content
Budgets are shifting!
Budgets are shifting!
Budgets are shifting!
Digital Marketing - introduction - a new marketing model

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