Digital Marketing Transformation Pt 2
Digital Transformation vs Marketing Transformation
We’ve covered the person-to-person ethos about digital transformation, but what are companies supposed to do when it comes to the digital marketing element of transformation?
Your End-to-End Marketing Strategy
The simplest way to grasp what is required and how everything fits together is to view how each sector is ‘stacked’ as the overall process is not linear, rather, it’s a variety of things that happen at the same time and the only way I could think of presenting this was to create a series of infographics.
The images and descriptions below help identify the processes, experiences and the necessary technology that can blend seamlessly to help you exploit the overall strategy and become more profitable in the process.
Moments of Truth
The ‘moments of truth marketing’ terms were first coined by A.G. Lafley in 2005. Lafley was the Chairman, President and CEO of Procter & Gamble – For more information and links visit Wikipedia https://en.wikipedia.org/wiki/Moment_of_truth_(marketing)
- ZMOT – Zero Moment of Truth – When they realise they need a product
- FMOT – First Moment of Truth - When they notice YOU
- SMOT – Second Moment of Truth – When they buy from you
- UMOT – (Third) Ultimate Moment of Truth – when they recommend you
Recognising these stages helps identify the ‘who, what, when, where, why and how’ of your marketing infrastructure.
The Marketing Funnel
Most marketers are familiar with the Marketing Funnel, but as you’ll see from the Marketing Operations and Experience Flow graphics, there must be something to put in to the top of the funnel in the first place.
Keeping the graphics aligned, one on top of the other, you can see what activities need to be actions from the top working down. For ease of use, I have included a slide show at the bottom so you can scroll through each graphic in the right sequence.
Customer Experience Flow
Trigger to connect; the approaches to ‘trigger’ someone to engage with you are as endless and varied as your imagination. The key must be, keep them engaged.
From the first ‘touch’, we both know what we like to see, hear and feel. The same goes for prospective customers. It could be as simple as getting a smart brochure printed with a bit of spot varnish and matt laminate. For other situations, it could be developing a smartphone app that enables your company to notify suspects or prospects about new developments.
It doesn’t stop at mobile apps. The Customer Experience is the overall journey that includes folders, presentations and packaging. And not just product packaging. It’s the way you deliver you business to your customer and how you take care of them in the long term, which leads to encouraging the Ultimate Moment of Truth (UMOT), i.e. the coveted referral.
The Technology Stack
When it comes to marketing technology there is so much to choose from. In 2011 there were 150 different marketing technology products, now there are over 5,500. So, trying to find someone who knows all the kit out there is virtually impossible.
Martech Image Here
In terms of a technology stack, you can see that all of it is software as a service (SaaS) and therefore enables you to visualise and build your stack as you see fit. It’s rare these days that products will not integrate, especially with middleware SaaS like Zapier. So if there’s not connectivity currently available for your software, head over to www.zapier.com and find the necessary connectors.
The solutions offered by technology vendors below only scratches the surface. The important point to keep in mind is that your long-term plan should be to emulate the technology stack at the same time as you are developing you longer term marketing strategy. The tactics you employ will sync with the technology and ultimately enable you to automate as much as possible.
It’s worth bearing in mind as your business gradually develops, that you think along the lines of employing a chief marketing technology officer or someone along these lines, simply because the technology integration required to keep all this tech moving and functioning properly is a serious full-time job. Think of it in the same terms as you would a mechanic for your car.
Social media activity does not need much of an introduction, however, considering how much ‘noise’ there is out there, it can be extremely difficult to get noticed. One pf the key points about ‘social’ is that most people ‘zone-out’. Social media is, in many cases a welcomed distraction, a time to take a break from what’s going on around someone. Therefore, whatever strategy you are going to adopt, you better make sure that it’s consistent, not repetitive and can be properly managed.
My suggestion is to complete a stack of posts/content up front, which means you will be able to consistently post your content AND get noticed because of the frequency without trying to post content piecemeal and therefore not get noticed by anyone.
Link to Part 3
About the Author
Nigel is the Founder & Managing Director of salesXchange and has been helping SMEs for over 25 years to develop their marketing, technologies and infrastructure to generate more profits, more efficiently. His recent book book "Integrate! The Essential Business Technology & Marketing Handbook" can be downloaded from Amazon.