According to Forrester Research…“There will be a reduction in the role of channel specialists. As marketers seek interactivity, agencies that subsist will forgo their role as channel specialists and dedicate themselves instead to determining how to change the relationship marketers have with their end customers”. Source: Shar Van Boskirk, Forrester Research, Jan 12, 2010
Today’s successful marketers have realized that it isn’t good enough just to excel in one particular channel. Multichannel marketing companies absolutely need to spend as much time on their “old” channels as they do with their “new” ones. The biggest problem these marketers face, is finding agency partners that think the same way.
While the entire buzz right now is centered on subjects like making iPhone apps, Twitter strategies, Facebook and search marketing, the reality is, if the rest of your channel marketing sucks, then an iPhone app isn’t going to make a big difference. Likewise, if your in-store (or branch) experience is disappointing, that won’t make up for a lackluster online experience. The key to success is to spend some quality time looking not only at each of the channels individually, but more importantly, at how they intersect with each other to deliver the overall brand experience.
To help understand the philosophy, I would like to share a quote from Jack Aaronson from ClickZ.
“I’ll use a folklore tale of an architect. According to the story, an architect was hired to design a college campus. He put up the buildings but created no sidewalks. When the head of the school asked him where the sidewalks were, he replied, “The students will create the sidewalks.” Sure enough, a year later the architect visited the school and built paved sidewalks where the students had created well-worn paths in the grass”.
This implies a truly customer-centric (needs-based) design approach and we can all learn from this story as we create a methodology for modeling multichannel behavior. You’re most likely aware of how consumers act within a specific channel. You may know how to create the best brick-and-mortar experience, catalog, Web site, kiosk, call center, sales office, Web 2.0 widget, and the like. In the story of the architect, these channels are the buildings. They run fairly well on their own. But how do users move between them? What paths do they create? And, most important, how can we analyze the paths’ success and value?
The first step is to understand the paths people are taking between your buildings and why. Once you create the sidewalks that let them do this easily, everything else will follow suit. The technology exists to track these sidewalks, attribute value to them, and credit the channels appropriately.
Agencies that truly understand this philosophy and embrace it will become leaders at delivering the consummate “Customer Engagement Experience” and assume their rightful place at the head of the client’s agency roster.