With Marketers Gunning For Performance, Are Consumer Expectations Compromised?

BPRISE has been working with a number of brands courtesy agencies this year. With a two-year product in the making, we had with us some time to watch the market. It was unnoticeable at first, then with some deliberate effort, the mismatch really stood out. Interestingly, various other industry veterans had the same opinion. Advertisements on traditional media like print, tv, and outdoor billboards had a flavour that us Indians fell in love with. Utterly, butterly? Delicious, right? Talk about dairy products, milk specifically and we’ll have Amul at the tips of our tongues. Countless publications have revered Amul’s work when it came to advertising. They’ve brilliantly maintained contextual relevance and wit in their ads, till date.

Advertising: Evolution & How

Initially we were coaxed to buy stuff and marketed to on tv, radio, billboards and other print mediums. Today we have no choice but to consider digital advertising. At the start of this year it was written in the papers that the share of digital spending is expected to be about 16% of the total ad spends estimated to be around Rs 59,000 crore this year. Clearly brands believe in the power of digital, for advertising. And we do too. Why else would we spend our days and nights working on a technology platform for digital marketers? It is because man has evolved, technology has followed suit. Technology has provided convenience and we’re optimistic that the agencies using our automation platform agree to that. But what’s the one issue in the whole of advertising that’s quite the misfit? What is that one evidence of neglect?

Advertising: What A Miss

Image stills of tv ads reincarnate as poster ads. Video ads that run on tv sometimes show up on websites. Why cut corners with creatives? Disinterested viewers often skip ads that look and feel generic. Tech providers have been investing time and inventing tools to help brands up their relevance in advertising. Then why resort to image stills for poster ads? What about relevance? What about context? Where’s the personalization for ad viewers? Consumer mindset when watching tv and other mediums is different. This is precisely why creative on different mediums need to be treated differently. So how can advertisers be mindful of viewer expectations and needs? We bet that insights can help. Having an idea of what your customer needs (if you’re a brand) and what your content consumers relish (if you’re a publisher) can make a big difference. Experiment with native ads, videos, image ads, social media and more to truly pinpoint what works for you.

Advertising: How To Fix 

The number 1 recommendation is to stick to the basics. Start with ad dimensions, ad relevance and speak with viewers by keeping the context in mind. Of course, nothing replaces customer intelligence. Knowing who the viewers are and what they’re likely to like will be beneficial. You know as good as we do, how consumers are. They want quality and they want brands to cater to their specific needs. In fact, if you’re reading about the top-5 holiday destinations in India, you’d appreciate a tour company’s video ad explaining why they’re the best. We’ve had the privilege of meeting numerous digital experts, genius agencies and lovable brands and what they’ve had in common, apart from BPRISE, is their genuine interest in having ads made exclusively for specific sets of people. So, what does everybody vouch for? Customer insights! And this becomes more important to you as niche your market becomes. So, with growing trends in technology like AI, IoT, digitally-powered-everything and with a pressure to make everything perform, we hope consumer needs are met and not compromised. May ads, email campaigns, sms campaigns speak directly with the customers when it matters to them.

The Chief Digital Officer (CDO) Summit 2018 | Learning (Part 1)

The CDO Summit highlighted the key digital, social and business challenges, practices, and innovations that are shaping India today. We observed how the summit was ruled by influencers from banking, real estate and hospitality industries.

Our learning and observations that were bank-centric include:

Not everybody is comfortable transacting online

Although the UIDAI’s instruction to banks about continuing with Aadhaar-enabled Payment System (AEPS) can be a real boost for digital payments, there is still hesitation among Indian citizens in relying on digital means to make payments.

One approach banks can take to encourage digital transactions is to connect with customers using personalized marketing ads, messages and emails.

BPRISE can partner with banks, understand bank customers’ product and service interests both from within the bank (such as loans, investments etc.) and from outside the banks (such as interest in home or automobile purchases etc.) to give the necessary intelligence to bank officials.

Technology is getting smarter, how about your customer intelligence?

Customers and potential customers walk into your bank branch after having done their research on products or services they’re interested in.

Today’s citizens are well read and updated about the options available to them and expect you to take customer experience at branches, a level up.

BPRISE equips you with real-time customer intelligence by helping shoot relevant marketing messages and ads to target groups (TG) that are of importance to you such as, “potential home buyers” or “potential auto buyers” and more.

Image: Freepik

Can customer wait time (at bank branches) be used?

Customers seldom visit bank branches and when they do, bank officials need to engage them with relevant information and services. Existing customers would enjoy personalized services; can banks today deliver an experience for customers walking in today?

Banks can resort to deploying staff who engage in conversations with customers waiting in queues, but this could be more expensive than having the necessary technology in place.

BPRISE can give banks with the required marketing automation solutions to run timely SMS and email campaigns to converse with customers at their branches making it worth their wait time.

How can digital payments be encouraged?

Ministry of Electronics & Information Technology (MeitY) is leading the “Promotion of Digital Transactions including Digital Payments” initiative in the country. Meity has even geared up to promote digital payments by spreading awareness about the same, promoting digital transactions by conducting training and workshops.

Digital means such as display ads, marketing messages and emails and even ads on social media can be used to subtly communicate with customers about trying out digital means to pay. Banks can proactively reach out to customers and potential customers with BPRISE’s marketing technology. Concentrating on Facebook to run ads about making payments online could be useful, because Facebook is the most used social media platform in the country.

In our next article we cover how real estate companies are looking into “digital” to improve their customer engagement activities.