Marketing is having a Listening Problem!

Is Marketing having a Listening Problem?
Yes, you heard that right. Marketing has a listening problem…definitely looks like- but the problem isn’t a matter of not hearing the voice of the customer. The problem is understanding what all the noise actually means.
An unintentional tone-deafness has led marketers to realise that they are not just struggling to aggregate the right data or struggling to identify the moments of opportunity to deliver exceptional experiences to their customers. Marketers admit that the biggest challenge the organisation faces while working to develop lasting customer relationships is actually remembering the relationship itself and not solely focusing on getting campaigns out the door.
 
Organisations have settled for passive hearing instead of active listening.
When it comes to aggregating the true voice of the customer, many marketers continue to rely on passive channels bringing in reactionary signals intentionally sent to the organisation. This leaves little opportunity to aggregate, let alone understand, real-time behaviours and cues being left behind by the customer across the omni-channel landscape. Consider where marketers believe insights, cues and indicators are being left: Email, Social, Sales Rep Interactions, Forms, Service & Support. While this list seems reasonable and an appropriate collection of customer signal sources, when sorted into categories of active, realtime, customer-driven signals versus post-engagement, reactionary or company-controlled environments, the picture of where marketers listen for signals begins to point to channels of known, structured comfort.
Where do customers actually leave cues?
Not in the known, structured comfort but in places like Social Media, User Generated Content, IoT Sensors, Chatbot sessions, Mobile Device detection etc
Data doubts are holding back advancement of the omni-channel experience. 
Without question, marketing has spent the past decade (or more) actively investing in expanding the omni-channel toolkit, identifying new ways to reach and engage with the connected customer. Each experience advancement heightens the need for actionable insights and a clear signal based on customer voice and data. But few marketers feel they are able to unlock the opportunity in the channels and the data already in use. This doubt is contributing to a hesitancy to expand and further explore what is new in omni-channel engagement.
Getting small could get us back to the customer.
 
The criticality of small data sits with the insights that reveal the “why” – why is the customer here today, why are they searching, why are the buying, why are they NOT buying? 
Marketers are waiting for complaints or opportunities to improve experiences through answering issues or questions rather than leveraging more complex data to proactively meet the customer with experiences that add value and delight. But marketers are also looking to get a better view of what the customer actually wants. Marketers need to understand the “why.”
Are they most prepared to take advantage of small data to turn noise into signals from the customer. Marketers are also confident they will finally reach the “why” behind customer’s actions and behaviours.
“Why” is also fuelling the marketer’s aspirations. When you try to identify brands across any industry that customers admired for their ability to deliver on real-time, personalised customer engagements, some key brands consistently rose to the top: Amazon, Apple, Google, Starbucks and Nike. 
What these brands also do well is connect with people and engage with customers like individuals, not just transact with campaigns.The biggest differentiator of these leading brands is their ability to treat every individual like a friend or confidante.The ability to initiate conversations in a manner that reflects the customers needs helps differentiate the brand. In essence, these brands never loose sight of the fact that their customers are core to their business…and that their customers are people first, buyers second.
It is time for marketing to lead the charge to treat people like people. It is time for marketing to champion being human. It sounds fundamental…that our customers are people. But as we have already seen, marketers admit that remembering that the organisation is engaging with people and not just data sets or individual records can be challenging.
The tools and technology are available. The data is abundant. The missing piece has been the voice of the customer. It is time for Marketing to champion the shift back to human…driving profit and opportunity along the way.
ENDS
 
www.groupisd.com/story
 
www.brandknewmag.com

POVer Shift:From POV(Point of View) to POV( Power of Vulnerability)

Moving the Needle from From POV(Point of View) to POV(Power of Vulnerability)!
In today’s context, to say that social( in the sense of the term social media) has gained significant currency would be a gross understatement.It’s all pervasive, inescapable and deep rooted, one can safely assume.
Once upon a time the theory(espoused by Kevin Bacon) that was floating around was about ‘ The Six Degrees of Separation ‘ where one individual could connect with any other individual in the world irrespective of level, status or complexity through a chain of six human connections. That seemed a feat in itself. The advent of social media networks like Facebook apparently brought that number down to 3.57.
Now add another theory to the above. We are the average of the five people that we spend maximum time with is what we are being given to understand for some time now.That was in a physical world. Now, move that to a virtual scenario wherein our social media contacts run into hundreds if not thousands of connections and we are all observing, contributing, silently following one another and not always for the right reason because the swell of opinions and information is just too over powering for one individual to withstand. Distilling the wheat from the chaff is easier said than done. There is ‘ status anxiety ‘. There is the FOMO at play(Fear of Missing Out) as well. In the relentless avalanche that straddles social media platforms, where is the real ‘ you ‘, the individual? Is your POV(Point of View) actually your point of view? Or conditioned(by AI/Machine Learning etc), pulverised, calibrated, engineered, manipulated to suitably conform, comply, stand in? Or are we falling constant prey to the supposed ‘ wisdom of the crowds ‘?
Have we moved our butt so much from but naturally to bot artificially?
We seem to be in a sordid vortex of an ‘ authenticity drought ‘. Trying to project a chimera that is certainly not a wilful representation of our true self. The power of ‘ onlyness ‘ that creates the distinct individuality the world so badly needs from you is just a fleeting mirage.
Given the context, a huge opportunity looms large. That is embedded in another similar acronym POV but with a radically different meaning. Power of Vulnerability. The true you, with all it’s mortal encumbrances. With the courage ‘to stand naked in your own truth’. No excess baggage of trying to be whom you are not. The YOU that only you can be and WANT to be.Where failings and weaknesses are welcomed as normal just as all the super Machiavellian in us. Where the human is permitted and motivated to be humane. Can we circle back to leverage the opportunity that is unfolding?
For organisations, brands, marketers, behavioural economists and all of those involved in ‘ social listening ‘, data science and analytics, what option would you prefer? An ambiguous amalgam of over, untrue or misrepresentation or a predictably irrational version of what we humans normally are. The jury is out!
Tribe mentality‘ is absolutely fine. That is the way we have evolved over the centuries.  But don’t let that scuttle the ‘ onlyness ‘ in you. As you move ahead in life, don’t forget to take yourself along with you in the journey! That is the only baggage you may need. And there won’t be anything ‘ excess ‘ about it. It will be all ‘ access ‘.
ENDS
 
www.groupisd.com/story
 
www.brandknewmag.com