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How can marketeers address ‘loyalty destroying’ home delivery experiences
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By Kitty Poole (pictured, above), Chief Marketing Officer at Doddle

Home delivery hit the headlines in the UK last December when a perfect storm of Royal Mail strikes and extreme weather resulted in huge backlogs and many people not getting their parcels in time for Christmas. Doddle found that 62% of shoppers had experienced at least one delivery issue in the month, and 39% of consumers were considering switching retailers to avoid problematic carriers, their reputations damaged by the peak delivery failures.

For marketeers, this has once again highlighted the delivery experience as an important vulnerability in the supply chain with a material brand impact. Putting safeguards in place to ensure consumers avoid the annoying and loyalty-destroying experiences of delivery failure will be crucial at a time when retaining customers is more important than ever, given the challenging economic background and drop in consumer spending.

Since the Covid pandemic consumers have become accustomed to online shopping and increased their expectations of retailers.  A poor delivery experience can be extremely damaging to long-term customer loyalty and generate bad reviews or other negative brand impressions. This is a major challenge for marketeers who are increasingly aware that what were traditionally viewed as operational issues, are now at the heart of any reputational marketing.

For marketeers the Out-of-home (OOH) delivery offer is a win in many ways. It gives shoppers the ability to select convenient local pickup and drop-off points for their online shopping and returns, providing them with choice and greater flexibility.  In addition, the increased security helps address other concerns.

One of the most potent benefits of OOH delivery is that it escapes the familiar unpleasantries of a bad home delivery experience. There can be challenges (queueing at a post office or shop counter for a parcel isn’t always ideal) but in working with customers, we’ve repeatedly seen OOH delivery achieving the highest Net Promoter Score of any delivery type. In addition, the psychological benefit of controlling when to pick up a parcel encourages customers to feel positive about the merchant.

We recently conducted research into European Out-of-Home Delivery Options, surveying retailers across the UK, France, Germany, Spain and Italy to learn which merchants are offering OOH delivery; how they’re making it happen; whether it’s working for them; and what carrier partners need to provide to merchants to make their ecommerce checkouts more effective at converting and retaining customers.

Our survey showed that 77% of European merchants offer OOH delivery and are reaping the benefits, including increased conversion rates, average order value and net promoter score.  50% of our merchant respondents said that they saw an increase in conversion rates since adding the out-of-home delivery options, with 20% saying they saw a significant increase.

OOH deliveries cater to an important demographic of shoppers who cannot guarantee they’ll be at home to accept deliveries, particularly during the working day. Giving them the confidence that they won’t miss their delivery should make them more likely to purchase in the first place and 55% of merchants surveyed saw an increase in average order value since adding out-of-home delivery options to their checkouts. In simple terms, customers who are confident that their delivery will be available at a convenient time and place are liable to spend more.

In addition to enabling the reduction of delivery costs OOH deliveries can also be marketed as the sustainable delivery option.  With fewer deliveries being sent to individual homes, and consumers trip-chaining their errands and parcel pick-ups or drop-offs into local collection points, emissions are reduced as fewer kilometres are driven per parcel. 80% of our survey respondents indicated that they believed it was important to offer consumers a sustainable delivery option – a role OOH delivery should absolutely qualify for and can be promoted to fill.

As the world continues to ‘open up’ and the consumer becomes increasingly busier, implementing integrated OOH delivery options in 2023 will be crucial for retailers to stay ahead of the curve and meet the demands and preferences of the ever-evolving online shopper.  Delivery is often an underrated aspect of customer experience. However, thinking of it as the culmination of the shopping experience requires us to understand the impacts of a negative delivery experience on the retailer’s brand.  In contrast to this, OOH delivery offers huge opportunities for everyone involved in the delivery journey – the customer, carrier and retailer.  For the marketing team it means they are no longer fighting brand damaging issues and can focus on the positives.

What does excellence look like in B2B Marketing?
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According to recent research, 82% of business leaders find B2B marketing boring – and 88% of CEOs want a bold, contrarian or provocative approach. That’s fine, says Workbooks’ CEO John Cheney, but execution is just as important as strategy. Before going wild with an innovative B2B marketing strategy, it is vital to put in place the marketing engine and ensure the current ‘people, process and technology’ is set up to effectively deliver campaigns and gain real value from creativity… 

Executing strategy

On the one hand, 60% of B2B marketers face reduced or stagnant budgets in 2023. On the other, marketers are being called to tackle the risk averse culture within the B2B industry. CEOs want the marketing team to take a radical approach to the look and feel of the brand, build synchronicity between different arms of the business to pool creative ideas, even create more intense emotions to drive B2B buying behaviour.

But while this call for change provides marketers with an apparently unchecked opportunity to unleash their creative talents, the reality of B2B marketing is that the business will always be looking for a return on investment and tangible proof of value. And that means the execution is just as important as the marketing strategy: however innovative or just plain ‘out there’, if the business cannot run email or Google Advertising campaigns, if it can’t track leads or benefit from trade shows, all that creative thinking will be pointless.

So, what does good really look like when it comes to B2B marketing? Where does technology, including CRM, fit in? And what steps should a company take to make the most of stretched marketing budgets this year?

Step 1: Self assess to identify execution shortfall

It is vital to honestly assess the current marketing set-up when executing campaigns. How good is the business at running digital advertising campaigns? What is the SEO benchmark, and how is SEO performance measured? How effectively are Marketing Qualified Opportunities turned into Sales Qualified Opportunities? How are results tracked? How are sales measured against different marketing activities?

Whether the focus is brand awareness or lead generation – the team needs to both effectively run campaigns and measure the results. The data provided by every campaign is key to the evolution of the marketing strategy, so without that, the B2B marketing process cannot improve. Honestly assessing and then improving any underperforming areas is essential if the business is to truly benefit from the next marketing strategy.

Step 2: Consider technology from a place of success

There are so many marketing technologies available, it is easy to get distracted by the latest innovation. But technology can only accelerate what a business is already doing. So, if the marketing execution process is already working well, adding technology will enhance that process and deliver benefits. If marketing is not working well, tech will simply help the business to do the wrong thing faster: more useless leads, more hits on the landing page that bounce straight off again.

When the execution process aligns with the business goals – the target personas and value propositions – the addition of technology can fast track execution and support the evolution of the marketing strategy.  Using CRM for example, to join up information across the entire sales and marketing process not only transforms B2B marketing activity but also provides the insight required to support ongoing strategy development.

Step 3: Leverage feedback data to support creative strategy

The general perception of marketing is that it is all about creativity, logos and brand awareness. But marketing is actually all about revenue. Without the foundation of ‘execute, measure, learn’, it all falls apart. In addition to using the data provided by effective marketing execution, creating a strong feedback mechanism with the sales team can rapidly highlight the value of leads and provide insight into where plans can be refined to drive additional value.

Conclusion

Innovative, creative campaigns can be hugely exciting, but before turning up the investment dial it is essential that the marketing engine has the capacity to execute well. With marketing execution in place, including the right people, processes and technology, a company can apply a raft of different marketing strategies to reflect and deliver on business goals.

4 basic tips for strong brand creation
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By Flavio Andrew do Nascimento Santos/PhDc is Lecturer at Berlin School of Business and Innovation (BSBI)

Creating a brand is a process that can often be painful, and we have the notion that everything good has already been created, and that there is nothing else left for the new brands.

With this feeling of exhaustion, there is a fantastic article written by Jennifer Murtell on the American Marketing Association´s blog, asking the question: Do we really need more brands?[1] In short, there is no clear answer to this question, but facts are facts: over 60% of consumers look for brands they can trust before they look at the price. Therefore, if your brand is your voice, we should build a brand that people can trust.

To do so, here are four simple tips for strong brand creation. And here, a ‘strong brand’ is a brand that people can trust, especially after the pandemic, where trust has a very different meaning. Janet Balis[2], in the 10 Truths About Marketing After the Pandemic, from The Harvard Business Review calls our attention to an important shift: the old truth is that your brand should stand behind great products. The new truth is that your brand should stand behind great values. Creating great value leads to our number 1 tip: it needs to be clear.

1. Clear

Having a clear message is important to build trust. Consumers are making purpose-driven decisions and your message should be clear and as short as possible because the clear ones are the ones that stay in consumers´ minds.

2. Distinct

Consumers have contact with so many different brands every day and with social media, this amount is only growing. Your voice (or brand) needs to be strong, and have a personality, differentiated from the ones in the market. You can start with the cliché question: what am I doing that no one else is doing? If you have this answer, you should make sure that it looks obvious in your brand to the customers.

3. Relevant

Continuing with this idea that ‘consumers are purposefully making decisions’, your brand needs to speak up about the relevance of the product or service. If the consumer values are now different, it is preferred to connect with brands that (at least show) the relevance of their being.

4. Credible

The last tip is a friendly reminder that if you make a promise, your consumers will remember it. Keep in mind that, after the COVID-19 pandemic, consumers are skeptical of the market and the brands, and we, as consumers, curse brands that are not delivering what they promise.

And credibility leads to our EXTRA TIP ✨: be authentic!

Michael Platt is a professor of neuroscience, marketing, and psychology whose research demonstrates how our perception of brands influences our decisions and defends: “we relate to brands in the same way we relate to people”[3]. In these terms, our consumers will know if you are not creating an authentic brand with a credible, relevant, distinct, and clear voice in the middle of all the other brands.

It is important to remember that identity and community are somewhat related to brand creation. Consumers are using one brand over another to show community affiliation and identity connection. This mindset is powerful if your brand creates a sense of community and identification with a purpose that people trust. And, unfortunately, there is no magic to creating a great value brand and a brand that people trust, the only way to do so is by hard-work and consistency in the everyday life of the brand.

Finally, from an educational perspective, there is a role that institutions should play to help companies increase their brand trust, even in societies where we can check that institutions are losing trust over years. Effective communication & transparency are at the center of this relationship among educational institutions, companies & their brands, and consumers.

About The Author

Flavio Andrew do Nascimento Santos/PhDc is Lecturer at Berlin School of Business and Innovation (BSBI)

Flavio has more than 11 years of professional experience in tourism (3 years in management positions) working on diverse hospitality companies, revenue management, tourism agencies, market research, consulting projects, and as a university MBA professor.

[1] https://www.ama.org/marketing-news/does-the-world-really-need-more-brands/

Market research in 2023 – what should we expect?
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By Frédéric-Charles Petit, founder and CEO, Toluna

2022 has been another turbulent year for businesses around the world. Despite having emotionally moved on from COVID-19, the ripple effects of the pandemic continue to severely impact businesses. Between supply chain disruptions, skyrocketing inflation, political instability, and the war in Europe, it really is a time like no other in our recent history.

Confronted with major disruption after major disruption, brands have been forced to adapt to their ever-changing circumstances—continually adjusting their offering to align with what consumers want and when they want it. And it is only by understanding evolving consumer sentiment and market understanding through research—tech-driven, agile, scalable research—that businesses can truly keep their finger on the pulse.

This year, technology has continued to propel the market research industry, as automation has accelerated innovation within the sector. As we look ahead to 2023, Frédéric-Charles Petit, founder and CEO of leading consumer insights provider, Toluna, shares his thoughts on what we can expect from market research next year….

The age of curation

In 2023, we will see research become fully immersed within business processes so that marketers and researchers within an organization can easily and rapidly generate real-time, accurate insights. To enable this, the key objective will be to create a platform specifically curated for research. To create this next wave of transformation in the market research sector, it will require the strategic combination of technology, audience segmentation, the proper use of data, and the intelligence of the research expert. Only then can we properly embed research into businesses to generate agile, relevant insights at scale.

Data ownership is front and center

Some have suggested that the age of the survey data is over. Well, not quite yet. Opinion has never been more important than it is now, especially at a time when the amount of data revealing attitudes of populations is higher than ever. But understanding ‘why’ is key and asking is the only way to know. Brands will increasingly rely on research to inform their decisions on the products and services they offer. Insights will also advise them on how to market their products to audiences and communicate with them accordingly—through the right medium at the right time.

In 2023, data ownership will become paramount. And not just for regulatory reasons, but because of the power of opinions. With news about many GAFA ring-fencing the access of data, we’ll see first-party data become increasingly important to decision-making. This is where the ability to ask questions and get answers is becoming critical again. It had never ceased to be the case, but it was trendy to say it had. By combining first-party data with consumer insights, brands can understand consumer intentions, behaviors, and attitudes without needing to rely solely on third-party data. And when you combine the two, you have a much greater picture of the the consumer. And whilst automation is vital, it cannot be successful without the right data feeding into it. The powerful strategic combination of technology and data access—curated by insights experts—will prosper the most in 2023.

Accessible, agile research fuels business growth

To make research fully accessible to everyone within an organization, it must be easy to interpret and understand. Thanks to continued innovations in research technology, organizations are not only able to gather more data, but they’re also able to easily analyze it and use those insights to inform strategic business decisions. Because of these continued advancements, brands will be able to fully integrate research into their daily marketing activities.

Through agile, on-demand research that delivers easily digestible data, organizations can better understand the changing sentiments of their consumers, now, and into the future. By doing this, they’ll be able to forge stronger customer relationships and adjust their product or service offerings to better suit their customers’ needs and reinforce the health of their brand.

It’s clear that we operate in a world where strategic five-year plans are less relevant. Organizations cannot plan the same way for the long-term when instability has become the norm; they can only prepare themselves to respond to a quickly changing environment. Rapid advancements in consumer insights technology present a big opportunity to businesses during such a challenging time through the provision of accurate market understanding—quickly and at scale. Although a new year will undoubtedly bring the unexpected, what we know for certain is the power research offers to brands as a strategic tool in growth through the delivery of high-value insights in real-time. And that, more than ever, the power of understanding people’s opinions can help shape the future.

Getting sentimental: Why printed football programmes still matter
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With a growing number of iconic football teams switching to digital football programmes, print and design experts Solopress delve into football memorabilia and look at why items like printed programmes may have more staying power than you think…

COVID-19 had a significant impact on the world as we know it with the sports industry taking a severe hit in terms of ticket sales, with fans not permitted to attend games and get in on the action. Naturally, the restrictions also resulted in a decline in sales of match-day programmes, one of the most favoured forms of match-day memorabilia.

In light of this, the BBC’s recent article Are Paper Football Programmes on Their Way Out? debated the value of the printed programme over digital versions, but rightly points out that physical programmes are still in demand due to customers wanting something tangible to flick through, especially when the match is a ‘big historic occasion’.

With a rising number of clubs such as Blackburn Rovers, Bristol City and Derby County already making the switch to digital programmes to accommodate last-minute changes, brochure and programme printing experts Solopress look at why items like printed programmes may have more staying power than you think and reveal the future as to where programmes are likely to head.

Football Programmes Through the Years

Interestingly, the first football programmes in history were published roughly the same time as the launch of the Football League back in 1888, but they were originally used as scorecards. These early programmes were made up of a single sheet detailing the date, team names and player positions. One of the first clubs to publish a programme that celebrated club news was Aston Villa. Their iteration of the printed programme, the “Villa News and Record”, was in journal form, providing a different number and volume for each season.

Before World War I, the football programme had evolved into a more substantial print, providing fans with 4-8 pages of content. However, the paper shortage just before World War II meant fewer match programmes were produced. Post-war prints were also few and far between due to the devastating impacts of the war. This meant that programmes printed during this period are extremely rare and hold huge collector appeal.

A rise in popularity over later decades and the availability of more sophisticated printing methods led to programmes transforming into thick, glossy, full-coloured pages containing relevant club news, key statistics and a statement from the club manager. The quality of paper programmes in terms of both print and design has also improved significantly. This is because printing capabilities have progressed and the level of design expertise available has increased as new generations of graphic designers have emerged.

Bringing Programmes into the Digital Age

Today, due to the sales of match-day programmes falling during COVID-19, clubs were left with a surplus of unsold copies after games were postponed at short notice; thus, more and more clubs are taking their programmes online. Renowned clubs Blackburn Rovers, Bristol City and Swansea City are among the bigger clubs making to switch to digital programmes, with content including news, behind-the-scenes snapshots, features, exclusive interviews and a round-up of fixtures. Many of these programmes are also free of charge to fans, whilst allowing access to the same valuable content.

Whilst these programmes may offer the enticement of a digital archive, accessible at just the click of a button, there is no denying the sentimental value of having something physical in hand that serves as a souvenir and contributes to a memorable match day experience.

Although football programmes have changed massively from their humble beginnings, what has remained a constant throughout the years is the fans behind the programme and their desire to have a lasting physical representation of the memories made at their favourite matches. The enthusiasm of those that produce and sell the programmes remains a vital part of the match day experience.

The Rise of Football Fanzines

Football Fanzines are hardly new – the first football fanzine, Foul, was released in 1972, whilst fanzine The City Genthas been going strong since November 1984 – but their increasing popularity may give traditional printed programmes reason to re-evaluate their approach. Whilst official matchday programmes are a formal and professional affair, the fanzine acts as an antithesis to this, blending cheeky humour with on-the-nose commentary which is a perfect match for UK football culture. Whether it’s the Queens Park Rangers fanzine A Kick up the Rs or Scarborough Athletic FC’s Abandon Chip!, these unofficial publications often resonate with fans in ways that traditional programmes struggle to do, written by and for passionate football fans. Recent years have also seen the rise of supporter websites and online fanzine publications, which likewise offer up-to-date insights and stories. Whilst official printed publications still need to maintain a degree of professionalism as they represent their club, some programmes could do with taking a leaf out of the fanzines’ books and innovate more with the addition of humour, fun fan stories and lighthearted commentary or “did you know” facts about players to help maintain the attention of fans.

Why Print is Still Important

Solopress have been delivering high-quality printed materials since 1999 and have printed programmes throughout the football pyramid from professional clubs down to non-league clubs. Whilst they acknowledge that it’s time to evolve the beloved matchday staple into a new era, they maintain that the printed programme will remain important to fans for years to come due to its sentimental value and the impact it has on the overall match-day experience.

With 72% of consumers preferring to read printed versions of books and magazines, it’s easy to see the long-term value of the printed football programme, with it providing a single, reliable source of information for a match. Older age groups are also at risk of becoming alienated without the option of printed programmes, with over 75s highlighted as the age group least likely to use the internet and only 15 per cent of the nearly two million offline individuals having an interest in getting online at all.

Glen Eckett, Head of Marketing at Solopress shares: “Without printed programmes, you are clearly isolating some of your fan base, particularly the older demographic who may not be as tech-savvy.” Glen also raises the point that printed programmes help to take the match-day experience to new heights and add to the overall anticipation of the game; “People look forward to the anticipation of match day, right down to programme sellers greeting them in front of the stadium.”

“Going fully digital would diminish the overall match-day experience for a sizeable portion of the fanbase. A match is always special to someone and it’s important to consider those moments, like a grandfather taking his grandson to see his first match and wanting something to remember it by.”

Sentimentality & Souvenir Value

Whilst there is the obvious advantage of additional revenue for football clubs with the printed programme, one of the main things that we stand to lose by going online is the memories associated with physical copies. Glen upholds that the printed programme is something that is still treasured by many and has the power to inspire fans young and old. “Printed programmes can be the difference between young supporters remembering the game and going on to become lifelong supporters themselves or turning away from the game.”

He also explains that the sentimental value of printed programmes shouldn’t be underestimated: “The key advantages of the printed programme are the sentimentality and souvenir value that they hold. You’ll find that more people will purchase for big matches such as their first game and this is something I think will live on.”

Collectability

The collectable nature of physical programmes also makes them inherently valuable, especially to the “ground hopper” that makes a hobby of touring stadiums and collecting memorabilia. For the floating football fan market that exists today, not having the option of a printed programme could be a potential dealbreaker as it is fundamental to them and their overall experience of the game.

Many printed programmes have gone on to be hugely sought-after, with the oldest-known programme from the 1882 FA Cup final (Old Etonians vs Blackburn Rovers) being auctioned for a staggering £30,000 in 2013 and a single-sheet programme from the Manchester United versus Bristol City 1909 FA Cup final being sold for £23,500 in 2012. The first final programme from the old Wembley, dating back to 1923, is another hot commodity for collectors and is worth around £1,000. Similarly, the 1966 England vs West Germany programme is considered one of the most highly prized programmes in sport, demonstrating the rarity and unique appeal of printed programmes throughout the ages.

A Time for Innovation

Whilst the power of the printed football programme is undisputed given the sentimentality they hold for thousands of fans and their appeal for collectors, there is no avoiding the fact that to meet the demands of fans in the modern age, football clubs must innovate.

Although design and print innovation has come a long way since the production of the early programmes, the format of content has remained static, indicating that this is the area that should be transformed to create a more engaging experience for fans.

Glen identifies an opportunity for innovation in relation to printed football programmes and shares his views on the direction that should be taken. “Today, fans have a vast amount of information at their fingertips, whereas previously the programme would be their sole source of information. A lot of people that have purchased a football programme will likely have a phone in their hand at the same time scrolling through football news, therefore, it is time to reimagine what football programmes can be with offline and online working together.”

“Whilst clubs need to rethink the format of the printed programme, they don’t need to be a thing of the past. Programmes have the potential to form an integral part of football’s future, but it’s about seeing how print and digital can work in tandem to bring something new to the table.”

Are We Headed Towards Hybrid Football Programmes?

The prospect of “hybrid” football programmes that combine print and digital could lead to a range of exciting possibilities for clubs to creatively engage with their fans, from QR codes that lead to additional content to augmented reality (AR) and gamification elements linked to the printed programme.

There is evidence to suggest that this marriage of print and digital could be on the horizon, with Queens Park Rangers launching the first English AR match day programme that did not require an app in 2021. Fans were instructed to scan the QR code on the programme or on posters around the stadium to access exclusive content.

Similarly, Arsenal FC utilised AR technology to create a unique programme that enabled fans to select their squad for the match ahead, Captain’s Notes from a virtual Pierre-Emerick Aubameyang, player profiles, quick-fire interviews and exclusive training ground footage. The innovative programme was developed to allow fans to recreate the match day experience in their homes during the COVID-19 pandemic.

With the creativity and innovation being exhibited by some major clubs today, it is easy to envision a future where printed programmes can work in sync with digital content to deliver a brand-new matchday experience to loyal supporters. Glen concludes, “The more clubs that take this step forward, the more that others will see the virtues of it. I think it’s going to be vital for football clubs to innovate and bring the printed programme into the future.”

“There is a definite long-term future for the printed programme in the case of non-league games that have more traditional values, especially since non-league football attendances skyrocketed since COVID-19 when people were unable to access professional stadiums. Regardless of league or football club, it is such a fundamental part of the game and we believe in the ability for the football programme to evolve.”

OPINION: Creating a trusted source of news
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The pressure on media outlets to rapidly get good quality footage to support global news stories has never been greater. Understaffed news rooms are rushing to beat the competition – not just the vast number of global online, print, radio and television media but also the factories dedicated to creating fake news stories that are propagated through social media.

As trusted organisations, NGOs play a vital role in providing a news hungry global audience with fast access to verifiable footage. The challenges, however, are significant. Every day of the year, video content taken in the field, often at great risk, must be available within minutes in a ‘media ready’ format to support hard pushed journalists. It must be vetted to ensure the messaging is neutral and individual identify is safeguarded. It must be secure and continuously accessible to subscribers despite constant and escalating attacks from cyber criminals. And it must be trackable to provide the NGO with information to support funding and enable continuous improvement of the media content strategy. 

Guy Parry-Williams, Managing Director, Imedia8, explains why NGOs that embrace a better, faster, more secure and trackable way to manage the end to end content production and management process will play an ever more significant role in turning the tide on fake news, reinforcing their credentials and boosting awareness in the process…

News Confusion

The concept of ‘news’ has become tarnished and confused over the past few years. Fear and panic fuelled by the global pandemic, the war in Ukraine as well as global financial meltdown have escalated demand for immediate information. The problem is that immediacy now takes precedence over accuracy in far too many cases.

A news hungry audience is never without a device, but individuals lack discrimination – indeed many people struggle to distinguish fact from fiction. As Ofcom researchreveals, every minute sees 500 hours of content uploaded to YouTube, 5,000 videos viewed on TikTok and 695,000 stories shared on Instagram and more than a third of internet users are unaware that online content might be false or biased. With highly organised factories dedicated to creating fake news, backed up by video footage,  it has never been more important for trusted organisations to step up and provide a global audience with trusted information.

With media outlets operating on far smaller staff numbers than in the past, journalists need support.  NGOs such as the Red Cross and United Nations, play a valuable role in capturing and sharing video footage of their activity in the field – from war zones to natural disasters. Ensuring this content is ‘journalist ready’ makes all the difference. By providing not just the video but the full edited story, with transcripts, an NGO will reinforce its credential as not just a trusted source but also a ‘go to’ destination for the media.

Time Pressure

High quality mobile phones and ever increasing cellular coverage have transformed accessibility, enabling NGO staff on the ground to capture video content and reducing the need for dedicated camera crews. Getting this footage from staff on the ground back to HQ and into the right format to be shared with media outlets can take days, however. Given the immediacy of the news agenda, such delays will often mean the opportunity has been lost.

But there are no shortcuts – this is often highly sensitive information. NGOs must ensure the messaging is neutral, especially during conflict where it is vital to avoid any political affiliation. It must also remain anonymous: it is essential that individuals, including those who work for the NGO, are not exposed to any risk as a result of the coverage.

This is hugely challenging. The process is far more demanding than simply uploading to a video content platform. Content needs to be verified to confirm messaging and avoid any referenceable names. It needs to be presented to the media in a way that is immediately usable: including the presentation of a lightweight preview, as well as associated photos, graphics, infographics and story content.  Plus, it needs to be watermarked to enable the NGO to track the take up and usage of each piece of content across the world. Only then can it be uploaded to a site, and the global media outlet subscribers informed the latest content is available.

Feedback Loop

Achieving this in a timely fashion is tough for any individual organisation without round the clock staff. What happens if the story breaks on a weekend or Bank Holiday, over a religious festival or during the August holiday escape? Miss a deadline and the story will never get picked up; take a short cut, and the essential neutrality of the content could be compromised.

With the right, managed service approach every aspect of this process can be achieved in as little as 20 minutes, ensuring the NGO maximises the value of time sensitive information. It is, however, also important to time the content upload to maximise global exposure. Using intelligent planning to ensure the content timing reflects the likely audience and country/ continent specific news cycles will increase the uptake by media outlets. In addition, reports based on continual monitoring of content usage can provide vital insight to NGOs to inform the video content strategy.

Tracking subscriptions demonstrates who is watching and when, highlighting any news outlets that have looked at but failed to use the content. This information will help NGOs to understand the evolving news landscape and timescales, including the way media outlets want to consume content, providing a complete feedback loop and enabling a continual evolution of the content strategy.

Conclusion

Video content also plays a vital role in supporting future activity. With governments and high value donors facing escalating demands for support and the challenges of an inflationary economy, funding activity is key. For most NGOs there is a direct link between the amount of footage achieved across global news stations and income – content usage reports give NGOs with important evidence about both on the ground activity and the role played in improving awareness and understanding among the general public.

Plus, of course, some of this footage will have long term value. With an archive of footage stretching back over years, NGOs provide academics as well as media outlets with access to a valuable, deep resource.

Indeed, with a light touch subscription model, anyone in the world can access this resource, improving the quality of verified information in the public domain. And that is key: with a trackable archive of carefully curated, verified video content, an NGO can maximise public awareness and understanding while also leading the fight against the fake news factories.

5 ways your brand is forbidden from celebrating the Platinum Jubilee
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With The Queen’s Platinum Jubilee celebrations fast approaching, brands all over Britain are racing to get a slice of the royal pie.

But playing into current Royal Family events in your products and marketing is a dangerous game – one which several well-known brands have fallen foul of in the past.

Print marketing experts Solopress break down the five regulations you’ll need to watch out for as a company when referencing Her Majesty’s 70-year reign…

  • Don’t mention the Royals in your marketing

In celebration of the Jubilee occasion, The Queen has approved a temporary relaxation of the usual stringent rules regarding mentioning the Royals on memorabilia. Platinum Jubilee souvenirs are now allowed to use photographs of the Royals provided they meet copyright requirements and comply with official Royal regulations.

However, strict rules remain when discussing the Royals in other scenarios such as marketing materials. Members of the Royal Family should not be shown or made reference to in marketing communications without their prior permission, which you are unlikely to receive except in special cases such as “where the event or place is of outstanding importance or a national event or there is a close Royal association” (gov.uk). Ryanair’s press ad featuring a photograph of Prince Charles with the headline “Prince’s secret revealed!” was taken down by the ASA for not seeking permission to use the photograph of Prince Charles in the campaign – despite the photos being taken at a public event.

The Advertising Standards Authority acknowledges that there may be certain cases where incidental references may be permissible, for example reference to a book about the Royals. Meanwhile, many companies have successfully utilised the Royal Family in their marketing through indirect references, such as this Warburton’s advert upon the birth of Prince George which avoided direct mentions of the Royals.

  • Don’t imply Royal endorsement – directly or indirectly

If you do make mention of the Royal Family, make sure you stray on the side of caution, as associating your brand products or event with Royal approval could lead to action being taken. Irish property developer Hagan Homes were forced to remove adverts featuring Prince Harry and Meghan Markle with the tagline “fit for part-time royalty” due to the implication of endorsement and for failing to gain permission to use photographs of the couple.

  • Rules for using Royal Arms and Emblems

The use of Royal Arms and Devices is permitted for souvenirs related to the jubilee event, providing they are in good taste, free from any form of advertisement and carry no implication of Royal Custom or Approval. These items must also be permanent in nature, i.e. made from a “semi-destructible material”, and must be “specially made for the occasion”.

Outside of these circumstances, however, the Royal Arms and Emblems are not to be used “in connection with any trade or business”, as outlined by the Trade Marks Act 1994. The Royal Family’s official guidelines state that this also includes emblems “which are so similar as to be calculated to deceive” – meaning you can’t create emblems which may be confused with the Royal Arms, the Royal Crown and other official devices. This applies regardless of context and includes satirical settings and non-marketing communications used by brands.

The sole exception to this rule is if “the permission of the Member of the Royal Family concerned has been obtained”; however, even if you become a Royal Warrant holder, a strict ruleset exists which prohibits the use of the Royal Warrant imagery on banners and adverts on buses, taxis and trains, regulates where and how often Royal Arms can appear on packaging and products and prevents holders from using the warrant in a way which connotates use by the Royal Family.

  • Make sure your products or advertising won’t misinform

Whilst the selling of souvenir and memorabilia products is not prohibited providing they adhere to the above rules, it’s important to be clear that these products are not official memorabilia. Implying that products are approved by Royals or connected to the Royal Family, even in a comedic context, is strictly prohibited.

It’s also important to remember that advertising for these products must not mislead or be viewed as inaccurate. An advert for a doll of the Duke of Cambridge promising an “authentic likeness of the handsome Prince on his wedding day” was banned by the ASA when it was found that the advert for the doll differed from the product sold, with the ASA commenting that “the face of the doll differed from that advertised in being slimmer and painted in a more vibrant, and less realistic, way.”

  • Using the terms “Platinum Jubilee”, “Royal” and “Queen Elizabeth II”

Royal Guidance has been released on using royal-related terms during the event. Although the name “Platinum Jubilee” may be used freely for events, projects and buildings relating to the occasion, approval must be applied for when referencing terms such as “Queen Elizabeth II Platinum Jubilee”, “The Queen’s Platinum Jubilee”, “Royal” or “Queen Elizabeth II” for all communications, even for small community events. Approval requests should be directed to royalnames@cabinetoffice.gov.uk in England and Northern Ireland, protocolandhonours@gov.scot in Scotland and brandingqueries@gov.wales in Wales.

Well-known British brands have already begun working the Platinum Jubilee into their product lineup in ways which adhere to the restrictions on royal titles, with Heinz recently releasing limited-edition versions of their products labelled “HM Sauce” and “Salad Queen”, cleverly avoiding the list of terms made off-bounds by the Royal Family whilst still managing to celebrate the Jubilee.

Glen Eckett, Head of Marketing at Solopress, said: “It’s an exciting time for businesses around the country as we approach this summer’s Platinum Jubilee celebrations – although strict requirements around commemorating the occasion are still in place, The Queen has temporarily eased some of the usual restrictions, opening up exciting new opportunities for business and community endeavours nationwide.”

Make change management your marketing superpower 
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By Genefa Murphy, CMO at Five9 

“There is nothing permanent except change.” When the ancient Greek philosopher Heraclitus uttered these sage words, it’s unlikely he had the world of customer experience in mind.   

However, this universal wisdom has specific resonance for businesses  around the globe who are trying to navigate the rapid consumer shifts brought about by the pandemic. Expectations have soared, and consumers are more demanding than ever before. They expect seamless, personalised interactions from brands that can quickly respond to ever-changing market conditions.   

At the same time, customers  are calling on brands to demonstrate corporate change. 

Customers want to see demonstrative action on sustainability, diversity and inclusion, and social responsibility. As consumer demands grow and evolve, businesses must reinvent internally, not just respond externally. And, as marketers, it’s not enough that we simply respond to and accept this change. We must drive it.     

We are change-makers, at our best, creating real impact based on real insight. 

This means the CMO of today is more than just a marketer. They are also a Chief Customer Officer. Today, successful marketing teams are not simply lead generation machines; they are customer experience experts relentlessly focused on uncovering and understanding new customer needs and expectations. The goal for marketers is to be the champion of the customer. We are the customer’s voice into the business. 

The worlds of marketing and customer experience are now one, and marketers must embrace our role as agents of change and be willing to bring the wider organisation with us. 

While change can be exciting, enlivening, and invigorating, it’s not always easy and can be uncomfortable, especially when we are called on to respond to such a broad spectrum of factors – not least the rollercoaster that is the ongoing Covid crisis. 

The starting point for any marketer seeking to drive customer-focused change is to begin within your organisation. Get out of your comfort zone and explore experiences in a function outside of marketing. Join sales, spend time with support teams or engineering. Take the opportunity to deepen your diversity of thought and gain different perspectives that will give you the tools and understanding to move from a ‘service’ marketing model to one that drives purpose, fostering relationships that make change happen.  

As Forrester analyst Katy Tynan recently wrote, marketers “must embrace continuous transformation on their way to becoming customer-obsessed and be ready with the resources and recognition to sustain the energy required to drive successful change.” 

Change is what we do best 

So how can marketers help lead collaborative change in a way that inspires enthusiastic buy-in? The simply titled ‘Get Stuff Done’ process, outlined by Kim Scott in her bestselling book, Radical Candor, could prove a helpful starting point. 

Essentially, this process puts communication – listening, debate, discussion, story-telling, and honest learning – at the heart of change management. As Tynan advises, “The number one obstacle to business transformation and change in most organisations is resistance. Anticipate employees not agreeing to get on board, challenge yourself to develop the best case for change, anticipate where resistance might emerge and why and then address it.” 

As marketers, this focus on anticipating resistance and understanding our ‘customer’, coupled with a focus on communication should play to our strengths. It is just one of the reasons why we are a vital asset in driving forward any change focused on the customer – and really, shouldn’t customers be at the centre of all decisions? 

Of course, for marketing leaders, there is a fine balance of moving fast and bringing people along on the journey. The fast-flowing current of external uncertainty may lead even the most resilient teams feeling tossed around by the rapids.  That’s why I am a passionate believer in the model of aligning, amplifying, and accelerating. It’s a simple model that can be applied to any marketing strategy but is especially relevant when dealing with change. Our mission as marketers is to align our colleagues and stakeholders within a customer-focused mission, amplify impact through innovation and accelerate transformation by showing demonstrable impact.   

True leaders don’t dictate. They influence, inspire, and motivate. The same characteristics are found in great marketing teams and marketers. No matter if you are starting your journey in marketing, or are stepping up to lead the marketing function, now is the perfect time to harness change to prove yourself as a leader. Not only will this lead to personal career satisfaction; it will also ensure success in your most important mission: serving your customers. 

Why marketers need to think ‘Human to Human’ rather than ‘Brand to Consumer’
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2020 & 2021: the years where digital kept us connected – not just internationally, but at regional and even very local levels. For many businesses, digital was the saviour, ensuring business could continue – even grow.

Yet, while it may have initially seemed important for retailers to digitise their brand strategy, ploughing efforts into everything from social media to website tools, so the brand would translate in a completely digital world, the fact is that people have realised more than ever the value of human interaction. How easy has it been, therefore, to remain truly connected to the people your brand speaks to?

A brand is not just what you do through your marketing tactics. It’s a feeling it stirs, an experience it creates, and a story it tells. While there are many amazing things brands can do in the digital world, to be a real success, brands need the human element to sit at the heart of their digital brand strategy, as Neelam Kharay, Chief of Staff – GTM, Acoustic, explores…

The new marketing playbook

It’s safe to say that 2020 was a year like no other, and 2021 certainly has not reverted back to the ‘old normal’. In fact, the age of COVID-19 has upended the marketing playbook, challenging conceived truths and redefining the rules. Whilst digital strategies were accelerated across all industries during the start of the pandemic as a matter of business survival, customer expectations have changed. Forget the slick digital journey and the ability to deliver exactly what a consumer wants, when they want it – that is now a given. Instead, customers expect their relationship to matter to you; and they expect your brand to stand for great values they can resonate with.

While delivering on these experiences requires organisations to place technology and data at the core of their marketing delivery, to sharpen their decision-making and drive greater relevance in their customer interactions to build stronger, more relevant connections, they also require something more. They require the ability to engender trust – and that, in itself demands authenticity, integrity, and humanity.

So how do brands become human?

Building human engagement 

We must remember that our target consumers are not just defined by demographics or psychographics — they’re defined by their intent, and by countless other indiscernible or unquantifiable factors. In essence, our prospective customers — just like us — are more than what meets the eye. Brands must ensure they’re both representative, and fully aware and understanding, of the most important issues and key drivers influencing all consumers’ behaviours.

By building teams that are as diverse as your customers, and by ‘stepping into the shoes’ of your customers as often as possible, brands can help account for their many perspectives and needs, bringing a more authentic voice to all marketing communications and content.

Indeed, authenticity is critical when it comes to forming connections between brands and consumers. With 86% of consumers reporting that authenticity is a deciding factor when determining which brands to support, the more authentic you are in your communications, the greater the sense of transparency and trust you will engender with them, which will lead to loyalty.

C-suite agenda

During the pandemic, marketing was elevated within the C-suite as the voice of the consumer. Without understanding the zeitgeist of the marketplace, in good times and bad, the C-suite cannot adjust to the threats and opportunities at hand and successfully navigate the future.

One of the new ‘rules’ of post-COVID marketing is, therefore, C-level engagement. In order to be authentic in your communications as a marketer, you need a deep understanding of who your brand is: what its values are; what its tone and voice are; who its key customers are – all of which are of paramount importance to other functional leaders.

From there, you can craft authentic communications that accurately reflect your brand personality while uncovering the pain points of your target audience. Everything from style to word choice to the visual elements you include are part of what gives a brand personality, and should be carefully crafted and honed in order to connect with your target customer(s). Moreover, developing a personality that responds to how customers are feeling and acting in the moment, and is authentically reflective of that across every touchpoint a customer has with your brand, is key to developing trust.

Consider, for example, how a company like Bombas has made improving the lives of people facing housing insecurity a key element of its brand ethos and product strategy, or how Old Navy has made all clothing styles accessible to people of all shapes and sizes with no change in price. During the pandemic, the British Heart Foundation also demonstrated empathy by offering COVID-secure collection of donations normally dropped off at collection points, for those who perhaps didn’t want to, or couldn’t, leave their homes. These are brand personalities with an authentic vision and a clarity of purpose behind them to which consumers can align their own values.

Conclusion

Ultimately, becoming ‘more human’ starts with being human and therefore having a point of view; a tone; a look and feel. In essence, in today’s climate, marketers need to think ‘human-to-human’ instead of ‘brand-to-consumer’.

Email Marketing

Top tips for better email marketing
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By Adam Oldfield, CEO at Force24

Email marketing has been around for a quarter of a century – and it shows no signs of slowing down. Not only does it provide a powerful way for marketers to tell recipients about promotions, brand messages and news – it’s a versatile, low-cost, and efficient tool helping marketers to deliver hyper-personalised comms that are measurable and create positive ROI.

This can certainly be the case if an industry professional chooses to use an integrated email marketing platform that supports their brand in customer engagement.

Of course, the next email campaign will go somewhere as soon as the organisation clicks ‘send’ – but how do marketers know if they’re sending the right message to the right person, at the right time? Plus, modern-day marketers are today battling with privacy and data protection pressures which have come to the fore following the introduction of GDPR so the vital nature of ensuring every piece of comms is compliant has never been more important.

What that also means is that there’s an even greater expectation for brands to only send hyper-personalised content to individuals who have consented to receiving it. With that, the power is ultimately with the recipient and – with data protection regulations and the ability to hit ‘unsubscribe’ at any given time at their fingertips – they truly have the sender right where they want them.

However, marketers are also in a powerful position if they couple email content with an intuitive marketing automation platform because it’s soon to become their most cost-effective, efficient marketing channel. When brands plug in automation too, it can help to understand the audience on a more granular level – resulting in professionals sending relevant digital comms as a result.

So, what are the benefits of email marketing platforms, and what should marketers be looking for when they’re ready to buy a savvy tool that could help transform their customer conversations and empower email deliverability?

  1. Liberating email marketing

As an email marketing tool, it’ll be able to take on the mundane and time-consuming everyday tasks that industry professionals end up putting to the bottom of the ‘to do’ list – such as retrieving data from each campaign which, when manually carried out, can take several hours to collate, and something that won’t ever be entirely complete.

With marketing automation, brands can disconnect from the wheels of the marketing machine as it’s able to manage those routine jobs. And the result? Organisations can spend more time focusing on strategy, creativity, and customer conversations and continue to ensure their brand is engaging the right people, at the right time.

2. Email marketing platform integration for multi-channel journeys

For comms to work in harmony and drive real results, companies need an email marketing platform that can segment audiences and talk to multiple groups of recipients at the same time – all from one email build.

A savvy email marketing platform enables teams to create hyper-relevant landing pages, microsites, newsletters and email journeys – in minutes. And if a marketer is saving hours each week thanks to automation, just think how much time they can spend creating their next campaign!

3. Measuring the metrics that matter

What is being monitored to discover whether the latest email campaign was a success or failure? Are brands analysing what improvements they could make? If they’re only looking at email open and click through rates, it’s vital that marketers delve even deeper into the data because these ‘vanity metrics’ don’t tell the full story as to howengaged a recipient was.

For example, a reader could’ve accidentally clicked on an email and discarded it seconds later. And unfortunately, not only are they not interested in what that piece of content has to say, but the organisation itself is getting skewed data as a result.

However, any savvy marketer will know that they shouldn’t ignore them altogether – it’s just a case of not relying on them as the only form of measurement. Instead, using an email marketing automation platform can monitor each campaign alongside what the lead scoring data is telling marketers about every individual’s interaction in their brand, and where they are in the buying funnel.

And, if marketing departments are  unsure as to what lead scoring is, imagine numbers above each recipients’ head based on how engaged they are in the organisation. The higher the figure, the more these individuals should be targeted with hyper-relevant content they want to consume.

4. Unlocking personalisation using email marketing platforms

And speaking about ultra-individualised digital comms, if brands are sending the right content to the right person, at the right time, email campaigns will be far superior to those of a manual send. That’s because customers are being targeted with the type of material they’re interested in, and it goes a long way towards showing that they’re the onlyperson in the room that a company is talking to (even when the businesses is speaking to multiple recipients).

Consumers no longer want bland, irrelevant ‘batch and blast’ emails because the overall message will be loosely received by all. An audience needs to be segmented into specific groups so they can receive tailored sends that show the brand understands their of-the-moment interests.

Plus, when marketers plug in an email marketing platform, they can help to guide audiences through their customer journey and support conversion thanks to their hyper-relevance.