Havas Discovery Blog
23May/13

Winning Customer Loyalty From The Passenger Seat

Chris Oliver - Managing Director, Loyalty chris.oliver@havasdiscovery.com

CRM Photo By ReferenceForBusiness.comIn today’s cluttered marketing environment, it is becoming increasingly difficult to win customer loyalty. Consumers are becoming promiscuous - hunting for deals on deal sites, and fighting each other for bargains during record-breaking Black Friday sales; low confidence in the weak economy means consumers have to continue to be financially responsible; consumers expect to feel the VIP treatment as standard; and as consumers spend more time in the digital world, marketers have to find new ways to connect, engage and remain relevant.

The marketing environment has changed. Customers have changed. The way customers consume content, engage with brands, how they shop and how they interact with one another - has all changed. What hasn’t changed is the way many brands approach CRM (customer relationship management).

There is a changing dynamic in the ownership of the relationship between brands and their customers. As marketers, we are no longer in control of this relationship.

As marketers, we need to take an interactive approach to CRM and how we build customer loyalty now and in the future. We need to foster interactions, connections, engagements and experiences between customers and brands. We interact with customers in the places they engage with each other, and in places they feel comfortable engaging with us.

Consumers have more power than ever before and emerging technologies are changing the way people shop and behave - your CRM and loyalty marketing programs needs to evolve. Our customers now have the ability to build up brands, and to also bring them to their knees. So choose now - do you want brand advocacy, or anarchy?

To build a better relationship with your customers, you must first engage them, and then keep them engaged. Only then will those consumers decide whether to change the dynamics of their relationship with you.

We, as marketers, are simply bystanders. We are in the passenger seat. And it’s from here that we must drive engagement, interactions and experiences, and ultimately earn customer loyalty.

Havas Discovery has developed ten core principles of loyalty marketing that are relevant to today’s marketing environment. Stay tuned as our agency unveils the ten principles of CRM right here on the HAVAS Discovery blog over the next few weeks!

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15May/13

DSC Lingo: What Does SSH, SEO, Parallax, and Landing Page Mean?

Many times in the advertising industry, acronyms and terms are thrown around like school lunches on the last day before summer break. It can be hard to decipher their meaning, let alone intent, when not fully immersed in this vocabulary. Here is the next set of terms to this handy acronym series.

SSH

Miami Edu 1950's Classroom What it stands for: Secure Shell
What it means: Secure Shell is a network protocol that allows for two networked computers to communicate with one another in a secure manner (usually over an insecure network) using advanced authentication.

SEO

What it stands for: Search Engine Optimization
What it means: 
Search Engine Optimization is the process of affecting (increasing) the ranking and visibility of a website or web page in a search engine's search results.

Parallax Scrolling

What it means: Parallax Scrolling refers to a technique where foreground images/content scroll at a different speed/rate than background images/content. This effect gives the user a different sense of motion and depth.

Landing Page

What it means: Landing Page is similar to a microsite, however it only consists of a single page. Landing pages are commonly used as part of online marketing campaigns. They act as destinations where users would land by clicking on an advertisement or search result.

Be sure to read all of the advertising acronyms and terms from the Havas DSC Lingo series!

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17Apr/13

The Mobile Media Times Have a-Changed

Imagine you’re waiting for the bus, and the side of the shelter reads “In a hurry?” followed by a URL.  Intrigued, you interact with the ad using your smartphone.  Within a moment, a dog sled is there to pick you up!  Out-of-Home advertising is no longer simple, static billboards and boring bus wraps showing merely a phone number–it is transitioning to an even more digitally-capable medium.  And it isn’t the only outlet developing with the times.  There are banner ads on your tablet that you can simply click to “Like” a brand’s Facebook page or pay a visit to their website.  Entire cities are jumping on the digital bandwagon, too.  NYC Mayor Bloomberg recently announced eight initiatives aiming to strengthen and grow media and technology in the city.

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12Apr/13

Havas On Acronyms: What the QResponsiveEPS is he talking about?

Many times in the advertising industry, acronyms and terms are thrown around like school lunches on the last day before summer break. It can be hard to decipher their meaning, let alone intent, when not fully immersed in this vocabulary. Here is the next set of terms to this handy acronym series.

QR Code

Miami Edu 1950's ClassroomWhat it stands for: Quick Response Code
What it means: Quick Response Codes are nothing more than advanced barcodes. Their popularity in recent years is due to their ability to hold more data than conventional barcodes and their ability to be read quickly by scanners. A QR Code consists of black squares arranged in a square grid on a white background. Most modern phones have the ability to scan these codes quickly.

IDE

What it stands for: Integrated Development Environment
What it means: 
An Integrated Development Environment is a tool that developers will use when coding a piece of software. There are typically useful tools built into the IDE such as a compiler, editor and debugger. Some examples include Visual Studio, Eclipse and Dreamweaver (technically).

Responsive

What it means: A Responsive web page or application will automatically scale based on the viewable area of the user's browser or device, providing an optimized user experience. In some cases, content and elements may be hidden, added or positioned differently. Modern websites are utilizing responsive layouts, providing optimized experiences for desktop, tablet and mobile browsers.

EPS

What it stands for: Encapsulated PostScript
What it means: 
An Encapsulated PostScript is a file format used regularly in the design world (used with Abode Illustrator, for instance). Illustrations and vector graphics are commonly saved as this type of file.

FTP

What it stands for: File Transfer Protocol
What it means: File Transfer Protocol is a protocol used to transfer files from one source to another over the Internet. A user typically installs an FTP client (piece of software) and then connects remotely to a server and then uploads/downloads files.

Be sure to read all of the advertising acronyms and terms from the Havas On Acronyms series!

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4Apr/13

Opt-Down, Not Out: Retaining Email Subscribers

West Elm Email Subscription Center

The subscription center or unsubscribe page remains the last priority for many email marketers. These pages often lack design elements consistent with the rest of a brand's digital experience and provide subscribers two options: remain opted-in or opt-out. Unsubscribe functionality is key for CAN-SPAM compliance, but that often appears to be where development ends on the subscription center. The reason for this is simple. If a subscriber has reached the unsubscribe page, then they are a lost lead or customer, so why put forth wasted effort making sure their departure follows brand guidelines, among other things.

Many marketers are no longer looking at it quite that simply and are turning this page into an opportunity to retain subscribers with preference and frequency options instead of bidding farewell to subscribers so easily. Below are several examples of some well-thought out subscription center models, as well as a few poorly developed subscription center models by some well-known brands. ...

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28Mar/13

Havas On Acronyms: What the UISDKPSD is he talking about?

Many times in the advertising industry, acronyms and terms are thrown around like school lunches on the last day before summer break. It can be hard to decipher their meaning, let alone intent, when not fully immersed in this vocabulary. Here is the next set of terms to this handy acronym series.

UI 

Miami Edu 1950's ClassroomWhat it stands for: User Interface
What it means: A User Interface is the place where humans and computers meet. An effective UI provides the user an obvious and meaningful understanding of what elements they are using and which functions they are performing. In the design world, UI is taken into account when designing buttons, navigation and other elements that the user is expected to control and interface with. Many times a button will be given different states (hover state, pressed state, etc) to look and behave like a tangible button.

SDK

What it stands for: Software Development Kit
What it means: A Software Development Kit is a set of development tools that allow a programmer to build applications/software for a specific platform, console or framework. Want to build an iPhone app? Download their SDK and start today

PSD

What it stands for: Photoshop Document
What it means: A file created in Adobe Photoshop (a popular tool with designers) is saved with this format. A typical Photoshop Document consists of text and images separated on individual layers, laid over one another for a final design.

Be sure to read all of the advertising acronyms and terms from the Havas On Acronyms series!

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15Mar/13

Havas On Acronyms: What the APISpriteCTA is he talking about?

Many times in the advertising industry, acronyms and terms are thrown around like school lunches on the last day before summer break. It can be hard to decipher their meaning, let alone intent, when not fully immersed in this vocabulary. Here is the next set of terms to this handy acronym series.

API Miami Edu 1950's Classroom

What it stands for: Application Programming Interface
What it means: An Application Programming Interface is a protocol used to connect software components from one source to another. APIs may include certain data structures, classes and variables that can be accessed when building web applications and integrating the data from another website/application into your own. An example would be embedding a Google Map on your web page and customizing the pins and data on that map.

SPRITE

What it means: A sprite is an image that contains smaller images. Usually, small interface icons and images are combined into one image so that the server doesn't have to load each individual image separately. This increases speed and provides a more seamless experience to the end user. Check out this sprite used on Amazon.com as an example.

CTA

What it stands for: Call To Action
What it means: A Call To Action is commonly a graphic or text which is used to induce the user to perform some sort of action (such as clicking a button) and continue down a conversion process.

Be sure to read all of the advertising acronyms and terms from the Havas On Acronyms series!

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1Mar/13

Havas On Acronyms: What the UXHTMLIA is he talking about?

Many times in the advertising industry, acronyms and terms are thrown around like school lunches on the last day before summer break. It can be hard to decipher their meaning, let alone intent, when not fully immersed in this vocabulary. Perhaps this handy series will help you the next time Jimmy decides to throw a bunch of API-CMS-SSL niblets your way.

UX Miami Edu 1950's Classroom

What it stands for: User Experience
What it means: User Experience refers to a person's (or user's) overall response regarding their use of a certain system or product. Elements such as how a person values the usefulness of a product to what sort of emotional response is generated all play a part in the user experience. Keeping with our house metaphor, UX would be how a homeowner feels about the way their house is laid out, built and decorated.

HTML

What it stands for: HyperText Markup Language
What it means: HyperText Markup Language is the coding language used to compose web pages. Web browsers are designed to read and interpret HTML (as well as other languages) to display content to the user.

IA

What it stands for: Information Architecture
What it means: Information Architecture is the discipline of organizing data into useful and logical structures to help support usability. Think of IA as the blueprint of a house. When used to build a website, IA typically organizes content into a hierarchy with all pages being accounted for and grouped appropriately for the intended audience.

Be sure to come back to read more advertising acronyms and terms from our series!

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4Feb/13

Super Bowl 47 Live Tweet Recap

Big brands, blackouts, Beyonce and the Lombardi Trophy in Charm City? Havas Discovery (and friends) provided a running commentary on it all. If you’re logged into Twitter, check out our Super Bowl 47 tweets by searching for #DSCBowl.

Here's a sample of some the tweets from Team Discovery and friends:

 

 

 

 

 

 

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2Feb/13

#SB47 – The Multi-Million Dollar Audience

The players are not the only superstars on Super Bowl Sunday.  In fact, the game is the last thing on a lot of people mind’s that day:  food, booze, parties, gambling, the halftime show (Will Beyonce lip sync?  Will Jay-Z join her?), and, let’s not forget, the commercials!  This year in New Orleans, Louisiana, our very own Baltimore Ravens will take on the San Francisco 49ers, but in the broadcast world, it really never mattered which teams would throw down because 80% of CBS’ Super Bowl commercial inventory was sold out all the way back in August, before the NFL season even began.

With nearly 50% of the entire country watching, it’s a safe bet that those $4 million spots will be seen (at an average cost of $133k+ per second!).  Last year, more than 110 million viewers watched the Super Bowl and another 4 million tuned in to see Madonna at the half.  Those numbers are expected to increase this year.  Viewers can also stream the game online and even watch from their tablets and smart phones.  We can definitely assume many viewers will be on multiple devices throughout the day.

So advertisers cannot cater only to the television audience anymore.  The commercials merely set the stage for what happens when that 30-second spot ends.  Executing a multi-channel media buy and providing an engaged audience with a compelling call-to-action can transform a potential customer to a brand loyalist in real time simply by including text-in numbers,  URLs, hashtags, Twitter handles and so on.  Driving consumers  from the television to another device is just one way to track an ad’s performance through page views, Facebook Likes and Twitter Followers, for example.

Overall, Americans are 3% more likely to “like” a brand on Facebook than they are to “like” their favorite team.  It seems that this year brands have really tried to get the “buzz” going early by leaking commercials online prior to airing them during the big game.  The number of Followers, Likes, Re-Tweets, search queries, YouTube views, etc. are all measurable in real time, too.  Social sharing is the new word of mouth.  By putting spots in pregame and making the video content available online, brands can ensure their message will be shared and discussed for a longer period of time, thus generating even more incremental impressions.

After the 2012 Super Bowl, 86% of all video ads shared were posted to Facebook, while 30% were shared via Twitter.   Sharable video ad content rose 129% from 2011 to 2012, and it’s anticipated to grow even more this year.  Since half of Americans will rewatch their favorite ads, it is imperative for an advertiser to display video ads, whether they’re risqué, humorous or potentially controversial.

Even though General Motors has ceased all Facebook and Super Bowl advertising, make no mistake: you can expect to see something from the heavy hitters at Anheuser-Busch InBEv, Doritos and Coca-Cola, who year after year seem to have to out-perform themselves with the frogs, the finger-licker or “Mean Joe Greene,” respectively.   But you’ll also be treated to some new guys: sodastream, The Lincoln Motor Company and Wonderful Pistachios, who are all first time advertisers.

The Super Bowl Engagement Survey has estimated that 60% of the in-game advertisers will score a ROI.  So if your brand can muster up the millions and your creative shop can slap together a catchy :30, it just might be worth it – just as long as you have a solid digital plan to back it up.  Because even if your spot is less than stellar, the people will still talk about you.

And just for fun…  Americans will spend $10.8 Billion on beer this Super Bowl Sunday, which is enough money to reconstruct the Mercedes-Benz Superdome 26 times.  They will also eat 1.25 Billion Chicken Wings, which explains the 31 Million people calling in “sick” on Monday.

The Havas Discovery team will be live tweeting our thoughts about the ads live during the Super Bowl!  Use #DSCBowl to join our discussion.

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