Marketing Maestros

Insights from A Media Mogul at AHAA Conference

By Bill Duggan, Group EVP, ANA
Posted: Apr 30, 2014 11:30am ET

Rupert Murdoch was the opening keynote speaker at the 2014 AHAA (Association of Hispanic Advertising Agencies) Annual Conference.  Insights from Mr. Murdoch included:

Interestingly, Mr. Murdoch told the audience that this was his first time in Miami!

Sol Trujillo facilitated the Q&A with Mr. Murdoch following his prepared remarks and added interesting perspective of his own:

Congrats to AHAA on a great conference.  Their twitter feed is at #thinkahaa.

Communication Is Key

By Andrew Eitelbach, senior manager of marketing and communications
Posted: Apr 17, 2014 6:05pm ET

I recently took a business trip and flew on an airline I’d never used before. Things went smoothly until halfway through takeoff when, suddenly, the pilot throttled down and began taxiing back to the gate. He used the intercom to inform passengers that a warning light had flashed, that it was probably nothing, but it needed to be checked out. Hopefully, he told us, we’d be back into the takeoff queue in no time.

As we sat at the gate, the pilot gave us periodic updates about what was going on. He explained the warning light had signaled the flaps weren’t working properly but that it was likely a problem with the light, not the flaps. When we hit 20 minutes of wait time, he explained why they need to do things properly to ensure safety, and then what that meant in this specific case. When they deboarded the plane and pushed our departure time by two hours, the pilot stood near the plane door offering apologies and reassured passengers that this was the right call.

Once off the plane, a colleague and I retreated to a different part of the airport to wait out the delay, which stretched from two hours into four. When it was time to reboard, we walked back to the gate and found the pilot still standing there calmly talking about the issue and explaining to passengers what had happened, what was done to fix it, and why. He had been doing this all day.

While the gate crew worked to get people onto other flights and scrounged up sandwiches to hand out to the delayed passengers, it was the pilot who impressed me the most. He offered a direct line of communication to anyone seeking answers. He spoke clearly, patiently, calmly, and at length to ease worries and make sure that anyone who was affected understood the situation and was comfortable with the current course of action. It was great customer service.

Sure, it would have been nice to avoid the delay, but great customer service left me singing the pilot’s praises to everyone I talked to instead of bashing the airline on Twitter out of frustration.

Like I said, this was my first time using this particular airline. If it wasn’t for the tremendous efforts of this pilot to alleviate fears and clearly communicate with customers, it would have surely been my last.

Programmatic Buying: Efficiency, Effectiveness But also Lack of Knowledge &Transparency

By Bill Duggan, Group EVP, ANA
Posted: Apr 4, 2014 9:30am ET

Programmatic buying was the topic with the most buzz at the recent ANA Media Leadership Conference.

A few definitions of programmatic buying:
 -- AdExchanger: the automation of manual media buying and selling decisions and processes, enhanced through data.
 -- Forrester: a software-based system to automate the buying, delivery, and optimization of ad campaigns.
 -- Google: using technology and audience insights to automatically buy and run an ad campaign in real time, reaching the right person with the right message.

ANA and Forrester debuted new research at the conference which provided a number of interesting insights about programmatic buying:

Marketers’ level of understanding of programmatic buying is mixed.
 -- 40% don’t have a clue (including 12% who say they are “unaware of this way of buying”)
 -- 60% have some level of understanding

Use of programmatic buying in the past year is also mixed.
 -- 54% said their firms have used programmatic buying
 -- Among the 46% who have not, many plan to in the next year (19% plan to; 27% have no plans)

The media for which programmatic buying has been used in the past year:
 -- Online display – 77%
 -- Online video – 41%

Also online search – 36%; mobile – 36%; social – 36%; TV – 13%; digital place-based media – 10%; print 5%; outdoor – 3%.

The top benefits of programmatic buying are real-time optimization, better targeting, and decreased cost of media. Consistent with this survey finding, Google’s Bob Arnold said at the conference, “Programmatic buying is about driving efficiency and effectiveness.”

Potential barriers to programmatic buying:
 -- Lack of visibility into data used to define audience targeting especially in digital media
 -- Less visibility into where ads are placed

Advertisers are clearly climbing the learning curve with programmatic buying. There is the need for increased education among marketers and ANA and other industry players must play roles here. Meanwhile, changing media practices and technologies are raising transparency issues and such concerns need to be addresses by agencies and media sellers.

Thanks to Forrester Research for partnering with ANA on this new research!

Top Tweets from ANA Media Leadership Conference

By Bill Duggan, Group EVP, ANA
Posted: Apr 3, 2014 2:30am ET

The following provides an assortment of interesting tweets from the recently concluded ANA Media Leadership Conference.  Many, many more at #ANAMedia.

  barbara basney ‏@bbasney
#media priorities: transparency, data capture for optimization, tight link to #brand strategy - @KCCorp Mark Kaline #ANAmedia
  Stacey Lynn Schulman ‏@Staceyschulman
Media companies need to actively address transparency: increase vigilance, improve viewability, educate advertisers #ANAMedia
  John Fredette ‏@JFredette
ANA's Bob Liodice: Marketers are losing 'billions' due to fraud and lack of transparency. @ANAmarketers #ANAMedia
  Beth Egan ‏@MadAdProf 
BarbaraBasney's advice for native measurement:capture what you can,measure what you can&create your own tools @bbasney #ANAMedia @XeroxCorp
  TVB ‏@TVBTweets
Kimberly Clark tells ANA audience Local is the sleeping giant in programmatic, eventually enabling marketing to drive hyper local #ANAMedia
  Kelly Wenzel ‏@kellywenzel
Biggest challenge facing programmatic? @joannaoconnell #ANAMedia Lack of understanding, too much complexity, inventory quality.
  Joanna O'Connell ‏@joannaoconnell
"It's difficult to build a brand with only one medium. We must harness content & reach in all its manifestations" Kim Canfield at #ANAMedia
  Andrea J. Levy ‏@AndreaJobs
FAME! @google's @BobbyArnold Says data needs to be focused, actionable, manageable, & enlightening. #ANAmedia
  John Montgomery ‏@taxidodger
- Mark Kaline - KC. It's critical that marketing companies considering Programmatic have a solid data strategy. #ANAMedia
  ANAmarketers ‏@ANAmarketers
Google's Suzie Reider: Pay attention to programmatic, mobile, measurement, and cord-cutting.#ANAMedia
  Brittney Watson ‏@BrittW_PR 
Gained great insight from @bjankow on how @MasterCard leverages media to connect w/ consumers. #ANAMedia #Priceless #BrandLoyalty
  Bill Duggan ‏@BillDuggan
Strong digital creative is (1) clear; (2) concise; & (3) compelling per Google's Bob Arnold. @BobbyArnold #ANAMedia

Misadventures in Pricing from My Preferred Airline

By Bill Duggan, Group EVP, ANA
Posted: Mar 25, 2014 10:00am ET

It must be tough to work in the airline industry. Everyone’s a critic – sometimes justified and sometimes not. Consider an experience I just had when trying to change my travel plans for an upcoming flight.

My roundtrip ticket from New York to Chicago cost $376. I now have to stay in Chicago for an additional evening and need to change my departure time from 7pm to 7am the next day. The cost for that change is $200. That’s more than half the cost of the original fare, which doesn’t seem right.  Plus, this is my preferred airline and I am a “silver” member in their loyalty program.

It gets worse. The cost for a one way ticket from Chicago to New York is $188. How can the “penalty” for changing my flight plans possibly cost more than a new ticket? And wouldn’t the airline rather me not buy that new ticket to prevent having two reservations in their system (including one I wouldn’t use)?

I don’t mind paying a fair and reasonable fee to change my ticket – but this is ridiculous. We hear so much at ANA about brands “putting the customer at the center” and airlines (at least this one) would be smart to do the same.

Beacons, Millennials, and a Free Lunch

By Jesse Feldman, senior manager of content strategy and partnerships
Posted: Mar 19, 2014 12:30pm ET

You’re missing out* if you’re not taking advantage of your ANA membership by attending committee meetings. But that’s why I’m with the MKC: to provide snapshot summaries of meeting events. And last month had some seriously excellent committee meetings:

At the Mobile Marketing Committee, presenters were all about beacons. Denée Carrington, senior analyst at Forrester Research, even declared “beacon” the first buzzword of 2014. Carrington also shared five things marketers should do right now to prepare for the digital wallet trend. Check out her presentation to learn more about what’s next for digital wallets, m-commerce, and omnichannel wallets. (And, yes, we did discuss Bitcoin in the Q&A.)

Also at the Mobile Marketing meeting, Gayle Meyers, founder and managing partner of Digital Media Review’s Industry Index, took a deep dive into the technologies powering the latest mobile advertising revolution: location intelligence. Can you guess what year half of all ad spend will be location-targeted? It’s sooner than I’d expected. (But you have to click to find out.) Meyers also shared five questions to ask to find out if the location data you’re buying is being pulled the right way. The presentation finished off with a quick roundup of new, innovative startups that marketers should pay close attention to now.

I also attended the most recent Multicultural Marketing and Diversity meeting, held at NBA HQ (where the clocks are shot clocks and the floors by the elevators look like courts!). Tru Pettigrew, founder and CEO of Tru Access, had the full house singing and laughing with an exercise on culturational chemistry. Pettigrew coined the term “culturational chemistry” after realizing the internal and external business benefits of cultural and generational inclusion. Looking for ways to bridge the generation and culture gap with Millennials? This presentation offered five steps for both marketers and employers.

*Specifically, you’re missing out on knowledge-sharing, networking, great roundtables, and snacks.

Jesse Feldman works in the ANA’s Marketing Knowledge Center (MKC), a rich suite of insights, case studies, presentations, and research. You might notice her taking notes for the MKC at committee meetings, members-only conferences, or (virtually) webinars. She’ll be popping onto the ANA blog to regularly highlight some latest and greatest MKC content.

TV Spots Need a Ratings System – True Ten Years Ago & Today!

By Bill Duggan, Group EVP, ANA
Posted: Mar 12, 2014 11:30am ET

Ten years ago – on March 15, 2004 – Advertising Age published an editorial titled, “TV spots need a ratings system.” That editorial said:

ANA has been speaking out on this issue for a decade now. Companies including Kantar Media, Rentrak, and TRA have introduced products that provide commercial ratings. But there is still so much more to do, and we continue to wait for Nielsen to deliver an appropriate solution. Nielsen’s C3 was progress – but that provides ratings for the average of all the commercials within a program and not ratings for individual commercials. Why settle for “averages” when you can have “specifics?”

Ratings for individual commercials would provide more granular data to help marketers make better decisions.

Many things have indeed changed in our industry over the past ten years. There is a greater focus on data and ROI. Procurement is closely examining all costs. Marketing expenditures now must be even more accountable. It seems to me that the potential value of commercial ratings is greater now than ever been before. ANA encourages the industry – particularly the research and media companies – to heed the ongoing and persistent requests from marketers and deliver brand-specific commercial ratings.

Cycle For Survival – What An Amazing Ride!

By Marni Gordon, vice president of committees and conferences, ANA
Posted: Mar 7, 2014 11:30am ET

On March 1, the morning after returning from the ANA Brand Masters Conference, I participated in my second Cycle for Survival ride at Equinox in Roslyn, N.Y.! Even though I was exhausted from working at the conference and had to arrive by 7:15 a.m, it was well worth the experience! I was on the “SpinCycles” team and we raised over $16,000!

Cycle for Survival is a series of high-energy indoor team cycling events that provides a tangible way to beat rare cancers.100% of all funds raised go directly to Memorial Sloan Kettering Cancer Center and are allocated within six months of each event. 

Equinox is the founding partner of Cycle for Survival and did a fantastic job promoting this great cause – especially through social media. As a marketer, I couldn’t help but notice the great Cycle for Survival/Equinox branding which included signage, balloons, T-shirts, drawstring bags, headbands, and more. There was also a food and beverage area where brands like Chobani, KIND, and Smartwater distributed free products to all of the hungry and thirsty riders.

I am very excited to hear Carlos Becil, senior vice president of marketing at Equinox speak at the 2014 ANA Digital & Social Media Conference, presented by Meredith, July 13-15 in Dana Point, Calif.! Carlos is going to talk about the innovative ways Equinox leverages social media to build their brand and support the Cycle for Survival cause. I look forward to seeing you there!

Key themes from 2014 ANA Brand Masters Conference

By Marni Gordon, vice president of committees and conferences, ANA
Posted: Mar 6, 2014 2:30pm ET

ANA is well known for its fall “Masters of Marketing” Conference - which features terrific content and prominent speakers, including many leading CMOs and other marketing thought leaders. This year we held our second annual ANA Brand Masters Conference which was a late winter/early spring companion to the Masters of Marketing. This event was SOLD OUT for the second year in a row and over 450 people were in attendance.

Some of the key themes heard at the conference were:

The 2015 ANA Brand Masters Conference will be February 4-6th at The Ritz-Carlton, Laguna Niguel in Dana Point, Calif.! Mark your calendars now and I look forward to seeing you there!

What is “Total Market”?

By Bill Duggan, Group EVP, ANA
Posted: Mar 6, 2014 10:00am ET

There’s been a lot of buzz in the marketing/advertising industry about “total market.” But what does that mean? At a recent ANA meeting with a group of multicultural marketing thought leaders, here’s what we heard from client-side attendees:

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About This Blog

To complement our two leadership blogs and build dialogue on the seismic changes happening in marketing, we launched Marketing Maestros. Our in-house citizen journalists will talk about everything from marketing technology to accountability and everything in between. This blog is written for marketers by ANA's marketers whose insights are drawn from the voices of the client side marketing community.