Taking Personal Relevance Beyond the Message
Years ago, we got excited when digital printing technology enabled us to personalize direct marketing letters, self-mailers and pretty much anything else that could be printed on a Xerox iGen, which merged individual customer data into the copy and even the graphics of pretty much anything that could be printed. We’d open a #10 envelope and see our name in the header, at least one sentence in every paragraph, and sometimes even in the graphics, like on an image of the product the sender was trying to sell us. It made us feel recognized and valued.
A few years later, we enjoyed getting personalized videos that were “all about me,” too. And then, well, it just became standard to see our names on everything, even M&Ms and the covers of catalogues for our favorite brands. It just wasn’t a big deal any more; and in many cases, neither were the results.
However, personal relevance is still mission-critical, but in a much different way. We don’t need to have customers’ names in lights or all over a direct marketing piece as much as we just need to deliver information about products and experiences that are timely and meaningful to them via channels and at times that are relevant, as well.
This means that we need to have relevant content that inspires consumers to engage with our brands, purchase our products or just have a conversation with us. This content can be ads, promotional offers, white papers, invitations to join a cause and such. And this content must be adapted for every consumer segment or persona we target, and it must be delivered frequently enough to keep our brands top-of-mind, and on the channels that consumers use the most, which are not just a few any more.
Add it up, and we marketers need to develop and distribute a lot of content to a lot of customers a lot of times. And that’s the challenge to personalized, relevant marketing today.
Think about it. You want to promote a special offer for a limited time across all your market locations and you need to use all channels – print, digital, social, point-of-sale displays – and you want to do it in French, English and Spanish. And all elements have to be in place at the same time, as it is a limited-time promotion and you want to measure the impact of various channels and which locations and segments did the most business with you as a result. If you take that promotional ad or digital banner you created and manually adapt it for each segment or persona that won’t respond unless it reflects some aspect of how they see themselves, and you then manually adapt each of those for each channel, format and language needed, that’s a lot of time. And if you use an agency, that’s a lot of billable time. But you have to do it.
In many cases, customizing content such as that described above can increase your campaign costs substantially, according to Perry Kamel, a leader in the content management technology field and CEO of Elateral, a cloud-based content hub designed to manage and deploy content in all formats, digital and print, across all channels.
A key aspect of marketing relevance then is to have a system in place that enables you to adapt your content and get it ready for multichannel distribution in record time, while customers are thinking about your category, product and brand, and before you competitors get their “personalized” content out. Doing both requires content management processes and systems that enable you to create content frequently, quickly adapt to all channels and formats, and get it ready to send out via your CRM platforms quickly.
When you can adapt your content for multiple channels quickly, the impact of your programs go up, and often by a lot. Following are some real-world examples of cost and time savings realized by some of Elateral’s clients:
- 89 percent unit cost reduction for marketing materials
- 95 percent faster time to market
- $5 million savings after first campaign flight
These numbers reflect the reality of relevant marketing today. Content must be relevant, the channels used must be relevant, and the frequency of content distribution must be, too. It's not just about the message and its psychological or emotional appeal and impact.
Some tips to consider:
- Time to market is critical for any campaign; just as much as the direct relevance of your offer and message to the persona and segments you are targeting. The more time it takes to get your content adapted for every channel is likely enough time for your competition to intervene and get the sale before you do.
- Consumers expect messages and marketing images to reflect who they are and align with their lifestyles and aspirations. Content for ads, emails, social posts and point-of-sale displays that don’t line up with who they are or want to be likely won’t influence behavior as effectively, and there simply is not time to waste.
- Every time you have to manually change a headline, language, image or size of shape of a marketing piece, you spend time getting it done, and that can be costly in terms of paying outside suppliers to do it for you. You need to find a system and process for getting your content adapted as cost-efficiently as possible so you can lower costs and improve your advertising ROI.
Take away: Relevance is not just about the message or offer, or how it appeals to each persona you target. Relevance must address the timing with which your message is delivered, the frequency and the channels that are most meaningful to your consumers.
Jeanette McMurtry is a psychology-based marketing expert providing strategy, campaign development, and sales and marketing training to brands in all industries on how to achieve psychological relevance for all aspects of a customer's experience. She is the author of the recently released edition of “Marketing for Dummies” (Fifth Edition, Wiley) and “Big Business Marketing for Small Business Budgets” (McGraw Hill). She is a popular and engaging keynote speaker and workshop instructor on marketing psychology worldwide. Her blog will share insights and tactics for engaging B2B and B2C purchasers' unconscious minds which drive 90 percent of our thoughts, attitudes and behavior, and provide actionable and affordable tips for upping sales and ROI through emotional selling propositions. Her blog will share insights and tactics for engaging consumers' unconscious minds, which drive 90 percent of our thoughts and purchasing attitudes and behavior. She'll explore how color, images and social influences like scarcity, peer pressure and even religion affect consumers' interest in engaging with your brand, your message and buying from you. Reach her at Jeanette@e4marketingco.com.