At BI WORLDWIDE Canada, we use the principles of behavioural economics to create the best engagement strategies on the planet. We work with expert academics who advise us on the latest research on human behaviour, engagement and decision-making. We use non-cash rewards and recognition to engage and motivate employees and sales teams.
It’s the marketer’s dream -- delivering the most relevant message to the willing customer, at the right time, via the right channel. Achieving that dream requires a profound understanding of your customers and the capability to tailor marketing campaigns to fit their lives.
But it can be done -- through behavioural-based trigger marketing. Fundamentally, trigger marketing means communicating with customers at pre-planned points in time. These communications aren’t driven by dates on the marketing calendar. Rather, the customer decides when a communication occurs through prompts captured in a data collection and analysis system.
The beauty of trigger marketing is its foundational properties. With the right up-front
planning and data analysis, followed by on-going “pulse checks,” it can serve as the
very foundation to a marketing program. It’s always there, continuously updated,
and constantly paying for itself by maintaining contact with your best customers.
The payback, of course, is measurable. Continuous improvement allows you to keep
migrating customers into higher-return categories and ultimately into brand advocacy.
How do you make it happen?
Identify the business fundamentals
Establish critical business needs and strategic imperatives, such as engagement, retention, revenue generation, and other essentials. So much is happening in the lives of our customers that we sometimes forget to step back and examine what we’re trying to accomplish for them. What are their core challenges, and how can we alleviate them? That prompts some fundamental information gathering. By focusing on the customer, the marketer can’t lose. Reduce guesswork by letting the customer tell you what they want and need.
Investigate the data
Collect and analyze the data compared to the strategic imperatives to see if and where clear thresholds exist. The key is to gather information to help answer the questions in the previous step. For example, if we have customer retention problems, can the data help us understand why? To acquire the needed information, bring your data acquisition and analysis people into play. Evaluate what is available within the nooks and crannies of the organization, and find data sources outside as well, such as government filings, registrations, or public data. Dig to get at the voice of customer data. After all, whenever customers interact with you -- even in the smallest way -- they’re telling you something. After data collection, dig into the data analysis. Look for trends, letting customers guide you down the path of what they want, what they need, and when they need it.
Initiate the development
Create a plan to understand the trigger points or thresholds for your marketing communications. Once clear thresholds, or trigger points, are identified, you’ll need a project plan for engaging the necessary resources to bring the campaign to reality. These elements -- creative, operations, deployment, channels -- will all be easier because you’ve got the data to guide you. In your planning, be sure to include testing and measurement options for copy, visuals, delivery method, offer elements, frequency, and other variables. The data will help you decide what works and where customers are in their decision-making process. It allows you to optimize when the communications should be triggered.