A Printer’s Guide to Cross Channel Marketing

olden daysWithin print we’re great at applying labels that confuse. We apply terms to marketing services which the marketers have never heard of. Think VDP, for example. Ask a marketer what she thinks that is and be ready for a blank stare. What we call variable data printing, she thinks of as personalisation – no wonder it’s hard to sell!

And we’ve done it again with “Cross Media”. If you don’t be believe me just Google it and see what results you get. To have a fighting chance of being understood outside of the print industry we should be calling it Cross Channel. But, worse still, I have a sneaking suspicion that many bandy the term around without really understanding the concept. So, here’s my Printers’ Quick Guide to Cross Channel (or Cross Media if that’s what you prefer!):

1.  It’s what marketers used to call multi-channel marketing
2.  They’ve always based their campaigns on a number of “touches” i.e. exposures to the brand/product being promoted
3.  These touches typically included a host of different channels as it wasn’t known which medium the recipient preferred, or was most likely to respond to
4.  A campaign was virtually “set in stone” from the outset
5.  Print was almost always one of the channels included
6.  In the pre-digital days there was far more “hope” and “guesswork” to campaigns
7.  A campaign could be judged on its overall success but rarely on individual elements or touches
8.  Marketers relied on, for example, printed codes on reply paid coupons or the timings of responses which might be attributed to the timings of an advert or piece of DM
9.  The emphasis was on COST, rather than ROI
10. “Push marketing” was the norm and the exact same message was broadcast to all recipients, without real customisation or tailoring
11. A scattergun approach was common and people believed marketing to be a numbers game – that is, the larger the database the more likelihood of success
12. That was before there was “online” – digital marketing arrived and changed the game
13. It meant speed, measurability and was perceived as cheaper
14. Emails could be created without the skill of a designer, broadcast immediately without any production time lag or real delivery cost, and sent from a user’s PC desktop
15. Using relatively inexpensive software their impact could be tracked and if when they were received and opened, forwarded or acted upon and any resulting actions measured
16. Similarly which pages on a website were visited, when, how often and by whom
17. Data from all of these channels could be captured for future use
18. Search engines allowed customers to easily find what they needed anywhere in the world
19. It became much easier not just to source but to compare suppliers and benchmark costs
20. The advent of social media  facilitated 2-way dialogue over “push marketing” or broadcasting
21. All of this meant marketers had far more channels to contend with
22. More channels means more expertise is required, more suppliers to engage with and manage
23. Print as a marketer’s choice suffered because of its perceived cost – the cost of production but also, in the case of direct mail, the cost of postage
24. The modern day marketer has very little understanding of print – no one teaches them but it’s just one of the channels they need to know about
25. Content marketing is an addition to the modern marketer’s repertoire. It relies on developing and making available information that is useful and which invites engagement for “pull marketing”
26. Bombardment, unsubscribes, spam complaints, irrelevance and overkill are what keeps today’s marketers awake at night
27. Cross channel is a potential “cure all” for these ills
28. Cross Channel Marketing software or a Marketing Automation system is the technology behind this
29. It delivers what marketers want/need – that is, relevant, timely and triggered campaigns
30. Campaigns are no longer set in stone. Now they develop based on recipient responses and generate individual customer journeys on a “what if?” basis
31. The framework and flow of a campaign is developed to include the messaging, creative, concepts and elements of collateral
32. A dataset of recipients is defined
33. Variable data is employed to produce personalised “touches” – this can span all channels including emails, print and pURLS and landing pages
34. These personalised touches can be supported by additional media, for example
·  Social media updates/integration
·  Traditional media advertising (Print, TV, radio, etc.)
·  Pay per click (Pay Per Click) advertising and Search Engine Optimisation (SEO)
·  Out of home (OOH) advertising
35. The response to the 1st touch determines what and when the next touch will be. Some examples,
·  where an email is delivered but not opened this might be re-sent on a pre-determined date or sent again with an alternative subject line
·  where an email is sent twice but not opened, this might generate, as an alternative, the message as a piece of printed direct mail
·  where a pURL link is clicked but a contact form on the page abandoned, this might generate an email encouraging the recipient to revisit
36. This triggering continues and so the response to the 2nd touch determines what the next touch will be, and so on
37. The target only ever receives something wholly appropriate and customised to him/her
38. Variables are seemingly endless, but automated
39. Reporting and analytics are available in real-time
40. Deviations and improvements to the campaign can be initiated quickly and at any time during its course
41. Success and ROI of individual elements is accurately measured
42. Future campaigns can be built on intelligence gleaned from previous ones

Simple? Yes, in theory. But actually getting it right requires expertise and some experience. Calling it by a name your potential customers might recognise is a good starting point :) For information about financing check out minority business loans and grants

#Hashtag? #isitme?

pink hashtag

#irritating #little #symbol

That a young mother named her poor baby girl “Hashtag” is old news now. She may have been the first but she probably won’t be the last as a growing number of people strive to find unusual, and often ridiculous, names for their unsuspecting offspring – Like, Facebook and even At (presumably shortened to @) among them.

Disturbing as that is, I’m currently more concerned by the creeping of the innocent and, until recently, rarely used little character into everyday conversation. Twitter’s a phenomenon that can’t be denied; I for one spend more time than I probably should on this increasingly addictive medium. However, I’m noticing that it’s those that don’t know their tweets from their elbows that are adopting the rediscovered hashtag into everyday conversation – using the little crosshatch symbol in the same way that, in the past, people irritatingly gestured quotation marks with their index and middle fingers.

#Justsaying is a modern day “get out of jail free” card, meaning any statement that immediately precedes it can’t be held against the speaker. I can see the validity of that (from time to time anyway) but I recently sat in a meeting where someone used it to ask #whoseturnisittotakenotes? and that’s #ridiculous and #justabridgetoofar

So you want to get in to Cross Channel?

Article first published in Image Reports magazine – July 2013

Cross Media - it's not a panacea

Cross Media – it’s not a panacea

For many printers that have already made that leap, the decision to embrace Cross Channel seems to have come not from any burning ambition to do so, or even more worryingly any overwhelming demand from existing customers, rather that they felt in some way that they should.

So often, and from so many different sources, we hear the cry that print as a medium is dying and that it’s no longer enough to be just a printer. While the large-format sector remains buoyant, the call to become a Marketing Services Provider (MSP) is pervasive.

Everyone across the industry, from the equipment vendors to the trade associations and press, has a view on the direction in which printers should be heading. Guidance as to how this might be achieved however is thin on the ground. The software authors and resellers make a compelling case for the benefits of the various Cross Channel software packages and Kolibri Usa that they produce but independent help for printers to make the transition is woefully lacking.

So, is adopting Cross Channel really that simple? What are the pitfalls and, critically, can you make any money doing it? If you’re tempted to rush in and jump on the Cross Channel bandwagon yourself you might want to consider the following:

1.       Stand back and take a long hard look

At you, the business, your team and its culture. If you’re currently selling print as a commodity, that is you’re pretty much selling on price and retaining existing business and winning additional business by reducing overhead and margin, you’re going to have to make a major shift in your approach. A product-sell to a service-sell is a quantum leap and your existing sales team may simply not be cut out for it. There’s going to be a training issue, if not a culture change.

2.       How marketing savvy are you?

Whether you adopt the Marketing Services Provider (MSP) moniker or not, if you head down the Cross Channel route you’re essentially going to have to get your marketing act together. If you’re selling to a professional marketeer and you don’t know your stuff she’s going to see through you fairly quickly and is unlikely to be filled with confidence that her marketing budget is in safe hands.

Conversely, a smaller organisation with no dedicated marketing resource of its own is going to be heavily reliant on your team for consultancy and guidance.

3.    It’s a campaign, not a job

One of the major differences is the potentially huge number of variables in a Cross Channel campaign. From both a scheduling and costing point of view this is very different to print. Printers are used to pricing a job based on a specification, quantities, etc. and while this is often complex and include a myriad of different elements, the deliverable itself is usually easier to quantify.

With Cross Channel however the next stage in a campaign is often determined by the recipient and his reaction and response to the previous one. The campaign progresses using a “what if” scenario and real time personalisation (RTP) so that the target/prospect only ever receives something that is wholly appropriate and customised to his experience. Not always so easy to price!

4.       If you build it, will they come?

The ratio of Web-to-Print (W2P) systems sold, to those successfully implemented and rolled out, is testament to how printers have invested in new technology believing it to be of critical importance to its market place; only then to find that they either didn’t have the ability or resource to implement the system, or were unable to convince customers and prospects of its benefits.

Cross Channel has similar pitfalls. The Virtuous Circle of “strategy, implementation and marketing”, often the mantra of these kind of projects, should include at its core (and indeed as its staring point) research to determine appetite and likely take-up for such an offering. Having a portfolio of new services in place, presenting it to an unsuspecting customer base as a fait accompli and then having to sell it in, is a risky strategy.

5.       It’s not about software

Cross Channel is not simply about software, in the same way that printing is not simply about the press. The software is the facilitator or means of delivering the campaign strategy. And there’s the rub. As with any marketing if the strategy is flawed then the campaign won’t succeed.

Imagine a high quality piece of printed marketing collateral or large format graphic. However beautiful the finished piece, it won’t generate a response if it’s sent to the wrong target audience or located at the wrong site. Previously, as merely producers of the finished item our liability in this regard was limited, even non-existent. With Cross Channel it’s not as cut and dried. Becoming a provider of such services assumes possession of the two key components essential to making them work a) the marketing expertise to develop the campaign and b) the production capabilities required to execute it.

6.       Avoid the jargon

Whether it’s CTP, VDP or W2P, as an industry print is great at creating a vernacular that only its own understand. Don’t assume if you approach a marketeer to discuss your “exciting new Cross Media solution” that she’ll know immediately what you’re referring to.

While all marketeers understand the benefits of employing a range of media, where there is only one person with responsibility for the marketing budget or in a small team of generalists, they may only be familiar with the term “multi-channel” and not conversant with the possibilities of Cross Channel.

7.       There’s more than one way to skin a cat

Being “involved in” Cross Channel doesn’t necessarily mean having to offer the whole raft of services in-house.

Printers make great project managers regularly outsourcing design, specialist finishing, installation and various other services which complement their own in order to provide a full service offering to customers. If you’re not ready to make the investment in Cross Channel at this moment in time, or aren’t confident that you can deliver using your existing people, consider aggregating the services of other providers and making a margin on those. If it turns out that demand is huge, you’ll have the confidence (and the customers) to fuel that investment yourself.

8.       It’s not a panacea

For a business that’s in difficulty or has underlying issues, embarking on Cross Channel isn’t necessarily a “cure all”. For example, if the problem lies with sales and your sales guys are already struggling to sell print, giving them an additional (scarily unfamiliar) service to sell might just make things worse.

9.       Look at what others are doing

There’s plenty of talk about Cross Channel and some commercial printers have chosen to take action. Those pioneers are experiencing various levels of success but few are citing it as having fundamentally changed their business. In fact, the majority who are willing to disclose its impact are saying that its success has been in helping them to sell more print. Perhaps it’s still too early to tell and that by its very nature it’s a slow burn. More likely the printer is taking the opportunity to talk to his customers about something new, position himself as cutting-edge and innovative, and using it as a way of cementing an existing relationship.

10.   Walk the walk

If your own marketing is at best second rate and at worst non-existent you’re going to have a tough time convincing a customer of your ability to do take on theirs. One of the main principles of marketing (along with identification of the ideal customer and the need to “touch” recipients a number of times with a brand) is the “showing versus telling” approach and what better way to let them know you’re a Cross Channel expert than to target them with your own top notch Cross Channel marketing?

What more can the industry do to promote the power of print?

first published: Print Monthly – May 2013

“blinded by the technology”

When I started in marketing in the late ‘80s, print was the medium of choice. When I say “choice”, I use the term loosely. Aside from print media advertising the rest of my budget was split between direct mail and a smattering of telemarketing.

In comparison today’s marketer, the new print buyer, is literally spoilt for choice. Email broadcasting, social media, online advertising, SMS, SEO, etc., all compete for a slice of her budget. It’s no surprise then that, when push comes to shove, she’ll opt for a) what she knows and b) what she believes delivers the best ROI.

So, if these 30-something “digital natives” don’t understand print and feel blinded by the technology then that’s a) taken care of. If they perceive it as expensive because as an industry we insist on presenting it as a commodity with a focus on price, then there goes b) too.

Modern day marketers have, on the whole, had little or no exposure to print and they certainly don’t learn about it in their studies. That means we need to tailor our approach to them, losing any references to the “speeds and feeds” and plant lists which she’s simply not interested in.

Instead the focus needs to be on how powerful the medium really is and how it can deliver her a healthy ROI for her campaigns. There’s a wealth of evidence out there which proves that many of the other channels (and particularly those viewed as cheaper or even free) are nowhere near as effective, or as good at eliciting a chimera motors website response, as print. But I’m not convinced that we’re taking the time to learn about these competitive/complementary channels and their weaknesses, and arming ourselves with the facts we need to convince the marketers of print’s ROI and continuing value.

In some instances and for some campaigns the other channels might have the edge but, for most, print will have a crucial and indispensable role to play. We certainly shouldn’t be keeping that good news to ourselves!



Taking notice

pink loudspeaker compressedI spoke at the FESPA Global Summit back in January and, a couple of weeks after, took a call from one of printer delegates that had been there. In itself not unusual, I’m an obvious target for a cold call because I buy a fair bit of print. But this conversation went along the lines of,
Printer: “Hi Jacky. Did you get my parcel?”
Me:        “Parcel? I don’t remember a parcel…”
Printer: “Hmmm, that’s strange. Someone in your office signed for it yesterday.”
Me:        “Really? Give me your number. I’ll have a rummage and call you back.”
Turns out he was right. A package had been delivered, signed for and then, inexplicably, buried under an assortment of office debris. Parcel found I was intrigued to discover its contents. Shallow I know but I receive a box “out of the blue” and my greedy little brain assumes it’s going to be some sort of a gift!

Hastily unpacked, and really quite excited by this point, I found it contained a selection of samples (interesting substrates, nice finishing, well presented) and a letter. Again not particularly unusual you’d think. Except the difference with this “letter” was, not only was it beautifully designed and vibrantly coloured, it was a) all about me and b) printed onto a 10mm thick piece of acrylic so, actually, more of a wall plaque than a letter.

Guess what. I didn’t throw it away, I put it on my bookshelf and called him back. And, let me tell you that never happens. People don’t ring cold callers back. On the whole they’re lucky if they get through in the first place. We had a conversation. He was a really nice guy who’d come along to the Summit hoping for some “takeaways”; things that would help him in his business. There’d been plenty, he told me, and he went away feeling inspired.

One of the presentations he’d sat through was mine. I’d talked about printers’ marketing materials and how they should be the best. With all the production means at their disposal, their marketing collateral is an obvious way to demonstrate their skills; what we call “showing versus telling” in marketing. I’d also said that most I’d seen were disappointing; far too focussed on the technical, lots of references to equipment and, on the whole, just far too much about them and very little about me and how they might help me. I’d also referenced how many calls I get from printers asking if they can quote on my next project. Thereby making what they do all about price and, effectively, a commodity purchase rather than a service offering.

I was impressed, and flattered. He’d taken notice of what I’d said and put together something personal that demonstrated what he offered, talked personally and directly to me (and about me – never underestimate a marketer’s vanity!) and provided the opportunity for us to engage and have a conversation. In return he’d made me take notice of him. His approach was just a little bit different; what he sent reflected the quality of his workmanship and, because the plaque he sent sits on my bookshelf, there’s not a day goes past when I’m not exposed to his brand. Which, until I have a need for that particular service, has to be the best we can hope for with our marketing.

Triggers award winning broom

A printer I know has, over the course of a few months, had to replace his entire sales team. Now losing one or two members could be said to be unlucky but losing them all has to be plain careless! Though I admire the entrepreneurial skills of the Trotters, I wouldn’t say that “Only Fools and Horses” had a lot to recommend it in the way of good business practice. However the clip below, in which Trigger explains his broom’s role in securing a business award, puts me in mind of this particular printer. Like the broom that has 17 new heads and 14 handles, how many people can you “lose” before a business is so fundamentally different that clients can no longer recognise it?

Legally of course it’s an entity in its own right but in every other way surely it’s just a collection of people? The key I guess must be to have strong leadership and a culture that isn’t dependent on the individual, to maintain relationships with customers that engender their loyalty, to supply a service that’s top-notch irrespective of the person delivering it and, as Trigger and roadsweepers the world over would testify, to “look after your broom”!