Professional Documents
Culture Documents
Outline
Social media marketing
communications
Marketing communications
Marketing Communication, Building customer awareness
Social Media, and Customer and comprehension
Response Message reinforcement
Stimulating customer action
Push VS Pull communication
strategies
MARKETING COMMUNICATIONS AND CUSTOMER RESPONSE
Creating effective marketing communications begins with setting objectives for
the communications.
brand-image
brand-information
brand-action communications.
MARKETING COMMUNICATIONS AND CUSTOMER RESPONSE
BRAND-IMAGE COMMUNICATION
Using social media, mobile media platforms, and traditional media, businesses
can communicate to their target customers a variety of promotions, each with
its own objective.
One of the great benefits of digital marketing is its ability to track customer
engagement.
E-mail marketing services offer tracking tools that can monitor delivery,
opening, and clickthrough. By utilizing integrated e-mail tracking and web
analytics (like those offered by Google), marketers can track recipients of an
e-mail campaign all the way to product purchase.
SOCIAL MEDIA MARKETING COMMUNICATIONS
NEW COMMUNICATION PARADIGM
People can freely share their experiences and opinions (both positive and
negative) in a public forum, this is a whole new channel for customer
word-of-mouth communications.
SOCIAL MEDIA MARKETING COMMUNICATIONS
NEW COMMUNICATION PARADIGM
Customer use of social media can also pose a problem, as marketers no longer
have complete control over their brands. Even potential customers who choose
not to participate in online conversations can still see the comments posted by
others.
One way for companies to reduce possible brand damage is to identify issues
early and address them proactively.
Facebook claimed a user base of more than 500 million people in early 2011
Offers powerful tools for advertisers and can deliver targeted ads that are
based on customers locations, demographics, and interests
Retailers have leveraged the Facebook platform to create e-tail
destinations that allow customers to order their products without leaving
the site
SOCIAL MEDIA MARKETING COMMUNICATIONS
SOCIAL MEDIA: NEW COMMUNICATIONS PLATFORMS AND CHALLENGES
YouTube
YouTube
Twitter
SOCIAL MEDIA MARKETING COMMUNICATIONS
SOCIAL MEDIA: NEW COMMUNICATIONS PLATFORMS AND CHALLENGES
Blogs
The platform can be used to post news, opinions, and original work
Bloggers have become coveted allies of marketers because of their ability
to influence their subscribers. For companies releasing new products,
these influencers hold the key to unlocking early market adoption
SOCIAL MEDIA MARKETING COMMUNICATIONS
SOCIAL MEDIA MARKETING METRICS
Companies can also monitor macro views, such as share of voice, brand
comments, and trending topics, using brand monitoring services or simple
mechanisms like search engines and Google Alerts.
Marketing Communications
Although the ad awareness grew to 68 percent by day 5, most of the ad awareness, over 60 percent,
was attained by the third day. But of the 68 percent who were aware of the marketing
communication, only 43 percent could accurately describe the ad content and recall the store name
Marketing Communications (cont.)
The net result was that 4.4 percent of the target market took the intended action by purchasing the
advertised merchandise. The marketing communications drew 4.4 percent of the target market to
the store to buy the advertised merchandise, but these customers bought an almost equal amount
of nonadvertised merchandise. The net result was a meaningful gain in sales and net marketing
contribution
Customer Response Index
CRI (Current) CRI (Improved)
An effective marketing communications effort Scores at the different stages also offer an
begins with building awareness and insight as to where we might focus our efforts
understanding of the message among target to improve the customer response for future
customers. A successful effort then creates an programs.
intent to purchase among a significant number
of target customers, a good portion of whom Improving comprehension of the ad content
actually make a purchase. among those who were aware of the ad, from 43
percent to 50 percent, would raise the customer
CRI (Current) response index to 5.1 percent.
= 0.75 * 0.68 * 0.43 * 0.33 * 0.61 = 4.4%
CRI (Improved)
= 0.75 * 0.68 * 0.50 * 0.33 * 0.61 = 5.1%
Improving Customer Response
Possible causes of poor performance in the customer-response hierarchy are listed in Figure 10-16
Improving Customer Response We can see that 30 percent awareness
results in a low level of customer loyalty,
less than 10 percent.
To reach target customers effectively, a business has to have a good understanding of the
media habits of its target customers.
A key measure of effective media selection is target market reach. Target market reach is the
percentage of target customers who are exposed to the businesss message through a certain
combination of media.
Ex. A golf ball manufacturer
wants to reach golfers.
Building Customer Awareness and Comprehension (cont.)
After a business has found the right mix of media for effectively reaching target
customers, it needs to determine how often to expose target customers to its
message in order to achieve a high level of awareness.
If it elects infrequent exposure, most target customers will not become fully
conscious of the message, and they will have low levels of awareness and
comprehension.
If too many exposures could irritate target customers and negatively affect
retained information and perceptions of the ad, product, or company.
Ex. AFLAC
AFLACs recognition rating skyrocketed to over 90 percent, and revenues grew 30 percent annually over the
duration of this advertising campaign. But after several years of hearing the duck screaming AFLAC! in
various situations, people grew tired of the ads and even found them irritating.
Building Customer Awareness and Comprehension (cont.)
In a concentrated frequency strategy, 13
consecutive messages were directed to target
customers over 13 weeks.
Ad copy can best attract customers when it is based on customer needs and
situations that are familiar to customers.
It must integrate customer needs and situations with the products benefits
and businesss name.
If an ad is attractive but fails to create product interest, the ad copy is of
limited value to the customer and to the business.
Ex. Loctite
The ad was highly technical, which was appropriate for that audience, but it failed to generate any demand
for RC-601. Loctites follow-up customer research revealed that the true target customers were machine
maintenance and repair workers After revising the profile of its target customer, Loctite renamed the
product Quick Metal and reintroduced it along with new ad copy aimed at the machine maintenance and
repair workers.
MESSAGE REINFORCEMENT
Ads that bring a company a good response rate, however, need to be continuously reinforced to keep
the rate high.
STIMULATING CUSTOMER ACTION
Informing target customers and maintaining awareness often are not enough to stimulate customer
action. More is needed, particularly for new products whose benefits customers do not fully realized
until they try them.