Category: From The Agile Brand Blog

The post-cookie world presents several challenges for marketers. One of the
main challenges is the reliance on cookies for targeting, measurement, and
user tracking.

Content creation for regulated industries can be a challenging task. Industries such as financial services, healthcare, and others have regulations in place that require careful consideration when creating marketing content and campaigns.

This article was written by Greg Kihlström for CustomerThink. Preparing for a first-party data strategy is crucial for brands in today’s evolving landscape of data privacy regulations and cookie deprecation.

If you’re in marketing or customer experience, 30% of your job could be
automated by 2030. Shouldn’t you want more rewarding work anyway?

Marketing teams are consumed with the task of finding effective ways to
reach and engage customers effectively. To achieve this, marketers have to understand customer journeys in all their complexity. The concepts of Customer Journey Orchestration (CJO) and Real-time Interaction Management
(RTIM) are two concepts that have emerged as key strategies to meeting this challenge.

This article was originally published on CEOWorld Magazine. The customer
experience (CX) is the grand sum of all interactions between a company and
its customers. It’s the lasting impression that a business leaves on its
patrons, and it’s one of the most important elements when it comes to
creating long-term relationships with customers.

 

This article was written by Greg Kihlström and originally published on Fast Company. Read the full article here.

CLV is extremely important for those organizations that are embracing the modern view of a service-based model and the future of customer experience.

As long as there are shareholders and other stakeholders that define a company’s success in terms of profitability, there will always be pressure to deliver on short-term goals and quotas. I’ve found the brands that stand the test of time, however, are able to balance this need for short-term success with a longer-term view of growth and the value that a loyal customer provides. 

This is often referred to as a customer lifetime value model, where the total benefit that a customer’s interactions, purchases, recommendations, and other activities over their entire relationship with a brand is accounted for. In my advisory and consulting work, I’ve had the chance to work with many brands in order to help them define and implement this important method of measurement.

Here are three key components that brands should put in place in order to successfully adopt a customer lifetime value model. 

This article was written by Greg Kihlström and originally published on Fast Company. Read the full article here.

 

The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation  

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As a marketer, you know that data is an essential component of any successful marketing campaign. By collecting and analyzing data, you can gain insights into your customers’ preferences, behaviors, and demographics, which can help you tailor your marketing efforts to better meet their needs and interests.

However, with the increasing focus on data privacy and security, it’s becoming more important than ever for marketers to think carefully about how they collect, use, and protect customer data. One way to do this is by creating a first-party data strategy for your customer data.

What is first-party data?

First-party data is data that is collected directly from your customers through interactions with your business. This could include information collected through your website, mobile app, email campaigns, or in-store purchases. It can also include data that your customers voluntarily provide to you, such as through surveys or sign-ups for newsletters or loyalty programs.

Why is first-party data important?

There are several reasons why first-party data is important for marketers:

It’s more accurate: First-party data is collected directly from your customers, so it’s more likely to be accurate and up-to-date. This is especially important when it comes to tracking customer behaviors and preferences, as this information can help you create more targeted and relevant marketing campaigns.

It’s more trustworthy: Customers are more likely to trust data that has been collected directly by your business, as opposed to third-party data that has been collected by an external source. This can help build trust and loyalty with your customers, which is essential for long-term business success.

It’s more controlled: With first-party data, you have full control over how it is collected and used. This means you can ensure that your data collection practices are transparent, secure, and compliant with data privacy laws.

It’s more valuable: First-party data is unique to your business, which makes it highly valuable. It can help you understand your customers in a way that third-party data simply can’t, and can be used to create personalized marketing campaigns that are more likely to be successful.

How to create a first-party data strategy

If you want to make the most of your first-party data, it’s important to have a clear strategy in place for collecting, managing, and using it. Here are some steps you can take to create a first-party data strategy:

Identify your data needs: Start by thinking about what types of data you need to support your marketing efforts. This could include demographic information, purchasing history, website behavior, and more.

Determine how you will collect data: There are many ways to collect first-party data, including through your website, mobile app, email campaigns, and in-store interactions. Choose the methods that make the most sense for your business and will be the most effective at gathering the data you need.

Implement data management practices: Make sure you have processes in place to manage your data effectively. This could include storing data securely, regularly updating and cleaning it, and protecting it from unauthorized access.

Define how you will use the data: Determine how you will use the data you collect to support your marketing efforts. This could include creating targeted email campaigns, personalizing website content, and more.

Communicate with customers: It’s important to be transparent about how you collect and use customer data. Make sure you have a clear privacy policy in place and communicate with customers about how you use their data.

In conclusion, creating a first-party data strategy is essential for marketers who want to effectively collect, manage, and use customer data to support their marketing efforts. By focusing on first-party data, you can ensure that the data you collect is accurate, trustworthy, controlled, and valuable, and you can build trust and loyalty with your customers. By following the steps outlined above, you can create a strong first-party data strategy that will help you make the most of your customer data and drive success for your business.

 

The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation  

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This article was written by Greg Kihlström for MarTech. You can read the full article here.

Looking at the methods used to personalize, how efficiently they are performed and how they are improved over time is part of measuring ROI.

This is the third of a three-part series on the ROI of personalization. You can read the first part (audience measurements) here and the second part (content measurements) here.  

After examining how audiences and content are measured in terms of personalized experiences, let’s discuss how brands should approach the process that drives personalization. 

Process measurements require looking at the methods used to personalize, how efficiently they are performed and how they are improved over time.

In this article, we will:

Cover three aspects of operationalizing personalization.

Do a reality check for those brands that want to go all in on 1:1 omnichannel experiences.

Explore the viability of doing this and the cost of not doing it.

This article was written by Greg Kihlström for MarTech. You can read the full article here.

 

The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation  

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