Technologies, User Experience

Building a user centric digital strategy from your owned, earned and paid data


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A key challenge of digital marketing is to ‘humanise’ data, in other terms using the data your brand has on existing customers or prospects to make your offering more relevant to them. A focus on the customer will ultimately drive better return on investment from your marketing budget.

In the past, we have been pushing the same advertising message regardless of the audience, the content or the user journey. For example, if you were visiting a News website, you’d be served the same messaging whether you were in the Sports category or the Fashion one. Not the most efficient response rate!

With the (r)evolution of data tracking and analysis through automated technology, we are now able to identify and target a specific audience based on a multitude of criteria, making the segmentation more granular and accurate, and therefore broadcasting a message that’s more personalised and relevant for the user.

In theory, it seems pretty simple, but in reality, very few companies are getting it right, as marketing functions are still siloed across brand, products and digital. So where to from here? I’ve summarised below the three key go-to-market strategies to develop a user-centric approach across your owned, earned and paid media channels.

1. Understand and utilise data from your website

  • Identify if your website visitor is a first time visitor or a returning visitor
    • If they are a returning visitor, provide them with customised content based on what they viewed previously,
    • If they are a new visitor, ensure you are able to track and identify which content they interact with.
  • Identify if they are an existing customer or a potential customer
    • If they are an existing customer, offer them to create an account or to log in once it’s created.
  • Identify where your visitors come from using Google Analytics, Omniture or any other solution that provides website analytics
    • Typically, the digital channels driving visits are organic search, paid search, affiliates, advertising campaigns, lead generation, social media, PR.

More generally, it’s important to have all your content pages tagged so you can track the content your audience is interacting with and make an ongoing improvement on your website based on those learnings.

2. Understand and utilise data from your CRM

Once a visitor is identified as a customer, you can provide them with completely personalised content. Similarly, when you have done the right segmentation across your customer’s database, your EDM campaigns should be personalised based on the customer’s need state – including up-selling and cross-selling as well as delivering relevant content in relation to their existing products or services.

Additionally, I would recommend developing a Test & Learn plan to identify the performance across your website, as well as your EDMs. A lot of marketers oversee the benefit of improving their content or look & feel based on real data, not just assumptions.

3. Understand and utilise data from your media investments

Advertising plays a crucial role in the customer journey, from brand awareness through to conversion and advocacy. In order to best optimise your budget towards the channel in delivering on the business objectives, marketers need to have a very good understanding of the data that you can use to become relevant to their audience.

What data?humanise-data

  • First-party data: using your owned data i.e. from your website, social media, CRM or any other subscription (example: newsletter program).
  • Second-party data: an exclusive exchange of data between you and a partner, which usually has an interest into your product (example: Samsung providing their data to a Telco company to promote their new phone).
  • Third-party data: a paid third-party vendor that provides you with additional data, enabling more granularity in terms of demographics, revenue, gender, geo-location, hobbies & interests, life stages, etc. (example: buying data on people who use a premium credit card).

What strategies?

Currently, any media across Display, Mobile, Video can be bought programmatically (and soon TV, Radio and Outdoor). This term simply means that media buying is automated through a stack of technology platforms leading to better performance and efficiencies.

Firstly, map out the data points that you have access to through your owned data (first party) and then your external data (second or third-party). Once this is defined, segment your audience and draft each user journey along the purchase funnel – which is not necessarily a linear one and is most likely to be different for each audience segment.

While mapping out the multiple user journeys for the media buying, you should also define the creative messaging to make it relevant to each target audience.

For example, you’re launching a new credit card campaign targeting multiple segments, you will need to define the creative messaging for each single of them across their user journey: millennial, family with young kids, empty nester, etc.

Lastly, you should develop a few creative variations for each segment and each step in the journey to see which one works best. This way, you will be able to not only optimise the media buying, but also the creative messaging.

The two other variable to define in your strategy are the frequency: how many times the same user is likely to be targeted with the same creative, and the retargeting: set up some rules to avoid becoming an annoyance to your prospects and make sure the message is timely (for example: make sure to negatively retarget people who just bought your product).

Now that you are clear on your data touch points, target audience, media reach and creative messaging, your strategy should pretty much work like a decision tree. This decision tree is the first step to build a strong, integrated user-centric strategy that can be shared and implemented across your business.

Feel free to get in touch to discuss your digital strategy or any specifics around programmatic technology and data-driven marketing opportunities!

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