Category Archives: Brand Management

Online Ads are Navigation

Open your mind for a minute.

What if what the media / agency complex has been telling you all along about online advertising is not really true.  What if Advertising  – from the end user (visitor) perspective – performs a fundamentally different job online than it does offline?  What if the entire game is different than you think it is?  Might that explain why it’s so difficult to get any agreement on the value of online advertising?

Please bear with me; see if this makes any sense to you.

Offline, it’s important that you remember an ad.  That’s because you are rarely in a position to take advantage of or act on the ad when you are exposed to it – unless you are sitting in front of a computer.  Awareness, Recall, all those nice measurements the offliners do are important for offline Advertising, because the job of offline Advertising is get you to remember it so you can Act on the Advertising when you are in a position to do so.

Online, you can immediately investigate the products or services advertised, get 3rd party opinions, and so forth.  You can convert Awareness to Intent and Desire in a matter of moments, if not take Action as well –  if you are interested in what is being Advertised.

The fundamental answer to every question you have about online advertising might be really simple, if you think this way:

Online Ads are Navigation

They are not Advertising, in the traditional sense of offline Advertising.

Content sources serve the role of traditional Advertising online.

Not the ad itself.

Online, the Web Site is the Ad.

Continue reading Online Ads are Navigation

Marketing Jump Ball

Marketing Accountability.

Brand is what you do, not what you say.

Marketing Alignment.

You might not agree with these opinions, but hey, it’s a good idea to get out of the echo chamber once and awhile, don’t you think?

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Learn Customer Marketing Concepts and Metrics (site article list)

Download the first 9 chapters of the Drilling Down book: PDF 

Use Discounts for Customer Retention? (Incremental Sales / Subsidy Costs)

Jim answers questions from fellow Drillers
(More questions with answers here, Work Overview here, Index of concepts here)


Q: Most CRM experts agree that discount is a terrible way to attract new customers. They seem to all agree that these “transaction buyers” are money-losing customers and have no loyalty.

A: I think using discounts profitably for customer acquisition depends a lot on your “Brand Personality” and your business model. That said, often people screw this up and attract the wrong kind of customer.

Q: But, I have seen a lot of different opinions on the use of discounts to increase loyalty and retention among current customers. I have seen experts contradicting themselves on this subject saying that discount is a terrible way to reward gold customers or to move up customers to a “better segment”and after some time they contradict themselves mentioning a successful discount case study (points are a common method used). Jim, what is your opinion about using discounts as a weapon in a retention program?

A: First, we have to define “discount”. Price discounts have the effect of reducing margins, but so do “better service” ideas like “VIP phone lines” and loyalty programs. So you can take your discount on the top line or the operational line, the fact is it costs money to provide good service to best customers in hopes of keeping them. I mean, what’s the $10 million you spent on a CRM system? Choose your poison, it costs money to retain customers.

Continue reading Use Discounts for Customer Retention? (Incremental Sales / Subsidy Costs)