A new Marketing Paradigm – Real-Time, Anytime, Anywhere

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Craig Page-Lee in conversation on www.ebizradio.com  about the new ways retailers are having to market their products to consumers and how these ways need to integrate and overlap in such a way as to promote sales in today’s digital age.   Podcast | Click HERE to listen

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10 MEANS ENABLING COMMERCE ANYWHERE: WAYS TO STAY IN STEP WITH TODAY’S SAVVY SHOPPERS

1. ON THE COUCH: CONNECTED INTERACTIONS, Delivering a consistent experience at home via the desktop, smartphones and tablets.

2. ONLINE: CONNECTED INTERACTIONS Improving and personalizing the customer experience through improved site search andguided navigation experiences.

3. ON THE GO: CONNECTED INTERACTIONS, Delivering key mobile messaging to drive action.  4. IN THE STORE: OPTIMIZED OPERATIONS, Enhancing the in-­‐store experience.

5. BETWEEN THE ASSOCIATE & THE SHOPPER: ACTIONABLE INSIGHT, Using advanced solutions to provide optimum customer service.

6. AFTER THE SALE: ACTIONABLE INSIGHT, Cementing brand loyalty with post-­‐sale efficiency.

7. BEHIND THE SCENES: OPTIMIZED OPERATIONS, Gaining efficiencies through advanced technology solutions.

8. FOCUS ON INTERNAL GROWTH: ACTIONABLE INSIGHT, Planning ahead for growth and change.

9. FOCUS ON EXTERNAL GROWTH: ACTIONABLE INSIGHT, Bracing for expansion.

10. OVERALL INTEGRATION: OPTIMIZED OPERATIONS, In the Commerce Anywhere world, right product, at the right place, at the right time is critical.

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WE HAVE REBRANDED TO DENTSU AEGIS NETWORK

Dentsu Aegis Network, the first truly global communications network for the digital age,  announced yesterday the visual rebranding of the Aegis Media and Dentsu Network businesses, collectively known as Dentsu Aegis Network. The rebranding creates visual alignment across the whole organisation to ensure global delivery of best-in-class brand, media and digital communications to its clients, as one group. DAN_logo_ 3line_high

 The rebranding commences with the launch of the new website (www.dentsuaegisnetwork.com), profiling Dentsu Aegis Network’s seven network brands of Carat, Dentsu (operations outside of Japan), Dentsu media, iProspect, Isobar, Posterscope and Vizeum and its growing specialist and multi-market brands including Amplifi, Amnet, Data2Decisions (D2D), mcgarrybowen, Mitchell Communications (PR), psLIVE and 360i.

 All network, specialist and multi-market brands will maintain their individual brand identities whilst benefitting from being part of the world’s first truly global communications network with the ability to deliver integrated and specialist services that add real value to their clients’ businesses.

Jerry Buhlmann, CEO, Dentsu Aegis Network, and Executive Officer of Dentsu Inc. said: “Today is an important and exciting next step in the evolution of our business, as we begin the process to create visual alignment across the whole organisation. With commonality of vision and strategy, highly complementary geographic and product portfolios and a shared focus on the development of digital technologies for all platforms, the combination of the two businesses creates strong opportunities for future growth.”

Businesswomen Bring Dignity to Schoolgirls | #PayingItForward | Dentsu Aegis Network

On any given day, 300 million women and girls around the world will be menstruating. Sadly, according to a recent report by the United Nations’ Water Supply and Sanitation Collaborative Council, the majority of those women and girls will not have access to clean and safe sanitary products and instead use dirty rags, straw, sand or newspaper to manage their periods.

 Furthermore, the grave lack of appropriate sanitary products can push menstruating girls out of school temporarily and sometimes even permanently.

 In South Africa, most rural girls and many urban township girls miss approximately one week of school per month whilst they are menstruating – equating to 12 weeks per year. What this means is that that are missing a quarter of their school education.

With its vision of providing a platform for the inspiration and empowerment of women, the Businesswomen’s Association of South Africa’s (BWACT) launched its ‘Girls Becoming Women with Dignity’ project in 2013 with the support of Dawn Rowlands, CEO Dentsu Aegis Network and BWACT’s Corporate Business Woman of the Year 2013. They launched the project at the Zamisa Primary School in Langa, Western Cape and most recently at Beacon School in Mitchell’s Plein.

ImageLana Marias, Communications Manager, Dentsu Aegis Network pictured with some of the pupils at Beacon School

For more information, or if you would like to get involved, visit www.bwasa.co.za or   lana.Marais@dentsuaegis.com

Smarter, faster and more convenient

Each year the world changes slightly. New technologies and innovations come to the fore whilst old ones become discarded. Each decade brings about major changes to the world we live in as these changes agglomerate; the 80’s saw the rise of fax machines and photocopiers (interestingly these are now becoming obsolete themselves showing the pace with which our world is becoming more and more digitised); the 90’s saw the rise of cell phones, personal computers and the internet. The 2000’s (especially after 2006) has seen the rise of Web 2.0 (Social media, incredibly fast internet speeds etc.)  and the integration of many older technologies into one; the cell phone, internet and personalised computer all popularised in the 1990’s has been moulded into one device that has revolutionised life for millions. DawnRolands_01_Colour[3][1]

For those who wish to take advantage of all these new technologies, being ahead of the curve is vital. I have taken the liberty to list a number of key trends in both technology and media that I feel will become commonly used throughout this year.

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The rise of the machines?
Hollywood and writers have often used civilizations increasing reliance on technology to paint horror pictures of humans being overthrown by the machines we create (Terminator and Battlestar Galactica being examples). Jokes and fictional universes aside, humans have become more and more reliant on technology/machinery, with that in mind:

Everything except the kitchen sink (Smart devices)
The advent of so called ‘’smart-phones’’ has led to a communication revolution in the last few years – now new technology is poised to change many aspects of our lives in the next 12 months…

Wearable computer devices primarily used for health and fitness purposes have begun to take off.  In China in 2012 over 2 million of such devices were sold. The release of a wider range of products will accelerate developments in this area.

Nike’s Fuelband, the Adidas miCoach (health and fitness devices) and Samsung’s Galaxy Gear smart-watch are just some examples of what is already available. Google Glass is expected to launch to the public sometime in 2014. The major theme throughout all these smart devices is that they offer customised options to appeal to people’s individual personalities and experiences.

Healthcare innovations
Rising healthcare costs have accelerated the development of digital solutions to healthcare in a preventative sense.
This revolution has also allowed people to monitor their own health more easily as well as enabling more access between consumers and healthcare professionals (doctors/nurses/ psychologists etc.).

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Pioneers in 3D printing are now printing medicines and have begun to experiment to create artificial organs.
As I mentioned in the section above on smart devices, both Nike and Adidas have launched products related to health and fitness, but they are not alone:

Apple’s APP store now features a dedicated section for healthcare professionals and consumers concerned about healthcare. The Scanadu Scout app reads your vital signs, and tracks them over time.
SkinKeeper lets patients monitor their moles over time and then send the information to doctors.
The LadyTimer helps women track and predict menstrual cycles whilst many others track calories and nutrition, for example Daily Carb.

 Location, location, location
Despite the many changes I mentioned earlier certain fundamental dynamics will remain forever unchanged:
One of them being where your business is in relation to your brands consumers will affect how your business performs.
Similarly the more you advertise your product (especially if done cleverly), the better the likelihood that your sales will increase.
I find that the more things change, the more they stay the same:

 The great internet ‘’land grab’’
While all of the major technology companies are now actively incorporating and asking for location information. Google, Facebook and Twitter – currently there is no one dominant service for ‘location’ – are all participating in a huge land grab taking place both for services to target ads based on location (hence the push notifications and Bluetooth beacon technologies), and also to provide local and location based services to consumers.

A key benefit of the mobile device was always said to be location – the phone moves with you – and local mobile advertising will grow fast, especially if Facebook and Twitter start to offer tight targeting.

 Push Notifications
Modern life is often a deluge of information as I’m sure many of you experience; a deluge of emails Facebook feeds, Twitter and news websites among many others are all vying for our attention in an information obsessed age.  push-notifications-iphone
In response to this, companies have begun to offer individualised ‘’push notifications’’ to users/customers who decide to opt in to the service:

Twitter is developing a service that will allow emergency services to send out disaster management related information in times of crisis in the form of SMS’s.

Google has developed an app that allows users to set reminders of things they need to do/or buy – say petrol for instance. When the user gets close to a shopping environment that is relevant to the item/service listed (garage in this case), a push notification is sent to your phone that reminds you that you have a task to do and the means to do it is nearby.
This app could see massive growth potential in the African continent; not only would there be the initial influx of users as the service is released, but the future growth potential is especially large in Africa as more and more people move from rural to urban areas.
Furthermore, the brands that subscribe to this service from Google will have positioned themselves in a prime location when it comes to advertising their products to a large audience with increasing discretionary spending.

Bluetooth Beacons
Old technologies are finding new niches where they can still perform for both consumers and business.
Both Apple and PayPal have developed systems that use Bluetooth to interact with smart phones inside buildings.
This was done due to the clogged nature of Wi-Fi and other internet roaming technologies as more and more people use large amounts of bandwidth. This could be especially helpful in Africa where internet speeds are well below the world norm (though they are faster than they used to be) and Bluetooth enabled phones are also wide spread.

The single source tracking within iOS could potentially track exposure to advertising, and correlate that with purchases. If paid using the same iPhone (or other smart devices in the future), then the entire process provides lots of retail analytics, a key piece of data for those companies looking for an edge in an increasingly competitive environment, the world over.

If a system whereby Bluetooth beacons and Push Notifications can be made to operate harmoniously (and no doubt one of the tech giants will synchronise these two very appealing innovations), companies that adopt and embrace these technologies will have a significant advantage over their competitors.

Convenience

As people become ever more occupied with both personal and professional tasks, so the need for convenience increases. However, consumers are not only looking for this ease of access and streamlining of services, businesses are as well. Here are just some of the innovations I think will come to the fore this year:

 Frictionless payments
Facebook popularised the term ‘frictionless sharing’ to describe the making of sharing news articles, links and music, etc much easier in 2011.

From this, the idea of frictionless payments has begun to take shape; making payments between people and companies much easier over social networks, messaging platforms and smartphones.
In the US, Square Cash enables customers to send cash to friends through email.
In the UK, Barclays’ Pingit lets people send money by phone to friends and businesses.

Amazon is rolling out a ‘Pay with Amazon’ button for people to embed on their sites, and PayPal has launched ‘Login with PayPal’ that will allow something similar.
Unfortunately due to its relative lack of development and unemployment when compared to the rest of the world, Africa has high crime rates, and this option that allows people to not have to carry cash on their persons will ensure a greater sense of security, never mind the convenience that such an application would provide to consumers.

Give it to me NOW
A key advantage that physical retail stores have over e-commerce is that the consumer can immediately access the product/service they have just paid for.
Whilst many e-commerce companies still manage to deliver their products within 3 working days, the immediacy with which consumers demand products and services has led companies like Amazon to develop the means to deliver products on the same day that they are ordered.

eBay has bought Shutl, the same day delivery company, and also signed a deal for click and collect at other physical stores.  eBay now offers delivery ‘in about an hour’ in some of the larger US cities (Los Angeles, New York, Chicago, Atlanta, Washington etc.).

 ‘’We’ve struck gold!’’ Data Mining comes to the fore
Social platforms now have volumes of information on their members gathered over a number of years but the meaningful use of this data is only just starting.

Many services that let you sign up via Facebook – for example airbnb – can use this data to perform sophisticated forms of credit and character checks, based on non-financial factors, like the number of friends, frequency of posting and so on, based on past customer data.

Lots of stories are emerging about what you can tell from social media data:
Each tweet contains 31 publicly documented data fields – followers, likes, re-tweets, time, location and more – which if analysed could give lots of insights on both users and followers in the Twitter universe.

Researchers at Facebook and Cornell University were able to predict a relationship break-up 60 days in advance from changes in behaviour on the site
Recent acquisitions – Twitter and Trendrr, Facebook and Onavo, Apple and Topsy – show how seriously the big companies are taking measurement, and exclusive access to data
Twitter is actively working with companies to link their data to TV data, to find correlations, and provide data on how television and internet ads are consumed and acted upon.

 Everyone’s a content provider
From the man on the street using YouTube videos to promote his/her talent, to business’s having to adapt to a changing economic environment (think of the effect the internet has had on print media and the entertainment industry, movies, music and television series especially), content and how it is disseminated has become more and more pivotal in today’s internet age:

Poles apart
In the next 3 years, the world’s burgeoning internet population will grow by another billion people. Most of these users will rely on free services as they are expected to come from the developing world where disposable incomes are significantly less than in the developed world.


At the same time however subscription services like Spotify and newspapers will try to transition more people to paid services, by increasing the difference between the paid and the free versions; the idea being that the free service will entice the user/consumer to access the extra functions that are available once paid for.

Already the signs of this polarisation are becoming apparent:

        In news content we’re seeing a polarisation between new, very immersive content forms being trialled by newspapers, like the New York Times’ ‘Snow Fall’ feature, and the more immediate and basic content of sites like Buzzfeed

        In video we’re seeing a polarisation between the glossy series like Netflix’ House of Cards, which cost over $4m an episode, and the YouTube-only content which costs next to nothing to produce.

        In advertising we’re seeing a polarisation between long form content, like Jaguar’s 12 minute film Desire, starring Damian Lewis, and all of the 6 second Vines that brands are producing

Brands need to decide (and relatively quickly) where on this spectrum they wish to fall. Will content/services/products be free to attract as many users as possible (revenue would then come from ads placed on the website; YouTube is a great example of this).
Will there be a mixed model whereby some content is free but access to more in depth features will require a payment of some kind or lastly will all content/services/products need to be paid for before access/use is granted?

Borrowed formats

The growth of video content and video advertising has led to a large scale borrowing of formats from other media, including TV and print (hence the term ‘’borrowed formats. An example would be the Harlem shake video; the original went viral on YouTube and spawned literally thousands upon thousands of videos of people doing their own versions of the dance, including some famous sport teams like Manchester City).
Many of the most popular brand videos are shorter versions of hidden camera shows; the short video formats that are being popularised through Vine and Instagram are an example of this borrowing of formats in action.
The movie Carrie was marketed with a 2 minute video showing a hidden camera stunt in a New York coffee shop.

DIY chain Lowe’s has produced a series of ‘Top Tips’ as 6 second Vine films, covering lots of common ‘fixes’ – a strategy that has also been used by the bank Nat West – re-appropriating formats popular in magazines.

 2014 is going to be a year of change with many great innovations coming our way. Sit back, buckle up its going to be an incredible ride and business is going to flourish in so many new ways.

Client Supplier relationships

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 Craig Page-Lee in conversation on BizRadio

 

The importance of client-supplier relationships to modern business has taken on more precedence in today’s world of social media: One customer either praising or demeaning your brand can have a real effect on your business. Nick Snow chats to Craig Page-Lee from Posterscope about this dynamic and how to ensure open and effective lines of communication exist between a business and its customers.

 

Highlights include: the need for all concerned to understand the goals that are trying to be achieved by both the client and the business; also discussed is how the brand/business needs to have a clear short/medium/long term plan in regards to building and/or maintaining a relationship not only between the business and the customer, but the staff as well. Below is a diagram that Craig uses to illustrate these relationships.

 

cleint supplier relationships diagram

 

RetailBiz-On-BizRadioCraig Page-Lee in conversation with BizRadio
Podcast | Click HERE to listen

Duration: 15:10 | Size: 28.7mb | Format: MP3

 


 

Craig Page-Lee is the MD of Posterscope – SA’s leading Out Of Home specialists. He is passionate about retail and has a background in design and architecture and one day dreams of heading off on a world adventure on his motor-cycle.

 

An influencer of note – Dawn Rowlands, CEO Aegis Media SSA

Dawn Rowlands, CEO Aegis Media Sub-Saharan Africa takes us on a journey of her early days and how she went from a school-girl to her current position as a CEO. She shares openly Aegis Media’s business experiences in the SSA region over the past 2 years and what she feels is going to be the big business changers on the African continent.

Dawn Rowlands in conversation
Podcast | Click HERE to listen

5 barriers to build customer loyalty

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“How can we start a loyalty program?” has almost become as popular as the now famous, “Is there an app for that?” Despite all this talk about customer loyalty, most retailers are struggling to launch and manage successful loyalty programs and a rewards structure that can sustain long-term growth.

We chat to Craig Page-Lee and this week he unpacks a recently published article by Keith Colbourn on the  5 barriers and adds  his personal insights and market learning’s

Barrier #1: A Loyalty Program is a Loyalty Approach

Barrier #2: Loyalty is the Responsibility of the Marketing Department

Barrier #3: Customer Profitability is Key Indicator

Barrier #4: Build a Program, the Data Will Come

Barrier #5: Technology Makes It Easy

To read the full article -  http://www.retailcustomerexperience.com/article/179500/Five-barriers-to-building-retail-customer-loyalty

* Keith Colbourn leads the global loyalty practice at dunnhumby, responsible for developing and growing solutions in regards to customer loyalty and rewards programs for clients including The Kroger Co., Tesco, Shell, Macy’s and Ruby Tuesday

RetailBiz-On-BizRadioCraig Page-Lee in conversation with BizRadio’s Grant Jansen
Podcast | Click HERE to listen

Duration: 19:52 | Size: 19.1mb | Format: MP3


Craig Page-Lee MD Posterscope RetailBizCraig Page-Lee is the MD of Posterscope – SA’s leading Out Of Home specialists. He is passionate about retail and has a background in design and architecture and one day dreams of heading off on a world adventure on his motor-cycle.

How can business change the sustainability conversation to Future Proof Africa?

Few businesses have made sustainability a core part of their strategy, some are doing the minimum for compliance sake, the majority are on a carry on a “business as usual” path without stopping to question their negative impacts on society or the environment, let alone looking at the full life cycle of their brands.

While we are seeing certain countries displaying improved political leadership the African  continent is still characterised by self serving leaders, political instability, corruption and social and environmental sustainability not very high up on the majority of Africans national agenda, despite all of this, Africa is becoming the darling of emerging market, investors and growth rates in Africa are above 5 %.

Not only is Africa attracting investors looking for good yields, but an increasing number of global, multi-national companies are seeing Africa as their growth ticket both in terms of supply of, and demand for their products many South African companies know they have to move north of their borders to maintain their growth trajectory, with many Asian, especially Chinese companies moving in an aggressive way with not much political governance or legislation and little consequences to perpetrators for  environmental and social exploitation.

So we have to ask – will these multinational companies do the right thing and tread lightly on Africa while it consumes its resources above and below the ground?

A tough subject to tackle, but one that the panel of Dawn Rowlands – CEO Aegis Media; Deon Robbertze – Founder – Change Agent; Mike Freedman – Partner – Freed Thinkers and Chris Loker – Founder – Water Financial and moderator Kevin James – Founder – Global Carbon Exchange were eager to engage on at the 11th Aegis Media Thought Leadership Digibate, which took place in Cape Town on 7th November 2013.

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Part-1-Digibate

If we are to Future Proof Africa, we need a sustainability Revolution. What role does communication play in this?

PODCAST ONE | Click HERE to listen

Duration: 16:28 | Size: 23.7 MB | Format: MP3

Part-2-Digibate

What are some of these unexpected consequences and what are the risks to companies either embracing transparency and authenticity as a communication strategy or ignoring it at their own peril?

PODCAST TWO | Click HERE to listen

Duration: 17:51 | Size: 25.7 MB | Format: MP3

Part-3-Digibate

Do we actually need a new word for sustainability? Should that word be Future Proof?

PODCAST THREE | Click HERE to listen

Duration: 14:04 | Size: 20.3 MB | Format: MP3

Part-4-Digibate

What role can African businesses play to Future Proof Africa and ensure Africa can deliver Enough, For All, Forever.

PODCAST FOUR | Click HERE to listen

Duration: 08:02 | Size: 11.6 MB | Format: MP3

Part-5-Digibate

Is business keeping up with this shift in consciousness and are they doing enough to educate and communicate sustainability to an aspirational and demanding Africa?

PODCAST FIVE | Click HERE to listen

Duration: 09:20 | Size: 14.5 MB | Format: MP3

Part-6-Digibate

Is the marketing and advertising sector guilty of not future-proofing their own or their clients businesses by not seeing the major marketing opportunities of embracing true sustainability? What should advertising agencies be doing to change this?

PODCAST SIX | Click HERE to listen

Duration: 08:51 | Size: 12.7 MB | Format: MP3

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“People have begun to realize that we are all part of the problem, but also part of the solution, and due to apathy, most governments are not accountable on this issue especially in Africa.”

“The main avenue for change will be from business and consumers working together to change the mind-set that exists in today’s society.”

“Consumers are not fools, they will very quickly work out if your communications is bullshit’’

Dawn Rowlands | Group CEO Aegis Media SSA

 

Mike Freedman on BizRadio“Africa needs to follow its own model, because the continent is only now enjoying sustained high economic growth, many initiatives or mind-sets that are established now will carry on for years to come.”

“Create instead of sustain”

“We are disassociated from many industries we profit from and it’s up to us as communicators to get the message across. You have got to give people the facts.”

Mike Freedman | Partner – Freed Thinkers

Deon Roberttze on BizRadio Digibate“Lay the groundwork’s for the future today! Do we want a future for the continent similar to the pollution clogged cities of Asia and the first world or one where biodiversity is still maintained, with all the economic and cultural benefits that come about from living in a healthy environment.”

“Only 28% of people know what the term sustainable means”

 Deon Roberttze | Founder – Change Agent

“We all need a change in personal accountability – if governments and companies know that the environment/how we exploit the environment is a top priority issue, then they will respond due to purchasing power or the need to have your vote at the next election.”

“Change the flow of money and your will change the sustainable issue in Africa.”

 Chris Loker | Founder – Water Financial

IMG_7211BizRadio and Aegis Media SSA would like to extend a special thank you to Kevin James for moderating the 11th Aegis Media Thought Leadership Digibate on ‘How can business change the sustainability conversation to Future Proof Africa’

Kevin James | Founder – Global Carbon Exchange

MiWay delivers gold to iProspect SA

“Revenue up, costs down”. Oh! And, “build the most user friendly, online short term insurance website that manages the legal requirements and the user journey through selling policies online”, this was the brief from MiWay to iPropsect, not an easy challenge, but one that has yielded incredible results.

iProspect SA not only took up the challenge but  recently won GOLD at the 2013  iProspect Global Awards in the Pioneering Solutions that Drive Industry Leading Results category.

The challenge:

Build the most user friendly, online short term insurance website that manages the legal requirements and the user journey through selling policies online.     

The solution:

18 months of planning, strategising, researching, UX development, programming, API development, integration with multiple systems, re-engineering, Transunion, CMS development, innovation, meetings and workshops.

To achieve this for the MiWay project, we had to launch a site that was much better than the old one. And we had to develop a platform that allows for continuous optimization.

This meant a custom built CMS integrated with MiWay’s back office systems. It meant Advanced Google Analytics implementation, user surveys, heat maps, A-B testing and user journey video recordings to be analyzed and interpreted.

 The results:

During the first months after launch we achieved:

•             29% reduced bounce rate

•             33% increase in online insurance sales

•             71.5% change in website engagement

 

5 months in, through optimization:

•             17% increase in visitors

•             31% increase in logins to “Self Help”

•             35% increase in user detail updates

•             22% increase in quotes generated

We are happy for you to share in our case study – just click here: http://www.iprospect.co.za/bookmarks/2013/miway/