For starters, I turned 21. Not gonna say much on this, but it’s been pretty great. I tried tiramisu for the first time at a restaurant on the North End (10/10 would absolutely eat again). For the second time, I saw The Zac Brown Band at Fenway. And for the second time, they performed my favorite song of all time, Colder Weather. I cried. I also went to Patriots Training Camp, tried calamari, and won trivia night at my local 99 restaurant. An all around A+ summer for sure.

But despite all these cool and awesome things I did, the best part of my summer was working for Mautic. Seriously. Internships have the unfortunate label of being a necessary evil, but mine was as far from evil as you can get. I got to work with awesome people at an awesome company and work on awesome projects. My time at Mautic this summer was (you guessed it) AWESOME.

What I Did

I knew that I wanted an internship that would give me the opportunity to try my hand at a variety of different projects. I’m still young! I thought it was important to be exposed to different disciplines within a business to find out what I liked, what I didn’t, and what I was good at. My favorite part of this internship was the opportunity to work on variety of projects. In the beginning, I did a lot of research and testing to get familiar with marketing automation and with Mautic itself. After setting a good base, I was able to really dig in and start working on projects that had a direct impact on our company.

In three months I wrote a blog post (though I wanted to write more), drafted emails, edited leads, launched an Instagram profile, organized a booth at Boston Tech Jam, made a content calendar, tracked social media metrics, and helped organize our first Boston meetup. I was almost always busy with a new project and I would not have changed it at all.

What I Wish Went Better

I’ve got to give a lot of credit to bloggers after this internship. I consider myself to be a decent writer, but I found it so incredibly difficult to string together a good blog post. It’s hard! My goal was to start an summer intern blog series, but that ended up being a series of 1. I had such a hard time finishing blog posts and finding the motivation to write them because I wasn’t excited about what I was writing about. It got to the point where I would just work on other projects or devote my time to tasks that were more fun to avoid working on my blog.

I think I found the writing too similar to a college essay and must have had a natural distaste for the task. If I could go back I think I would dedicate more time to outlining my posts and try picking topics that I was actually interested in, and not just ones that I thought people would want to hear. I don’t think I would completely give up on writing blog posts, but maybe spend more time researching topics and organizing my thoughts.

What I Think I’ll Do Next

Right now my plan is to head back to Rhode Island and finish up my last year of undergrad. Like the summer, college has flown by and I just can’t believe I have one year left to figure out my next step. I don’t know exactly where I’ll end up or when, but I personally don’t believe I’m finished here yet.

This summer I was a driving force behind launching the company Instagram, and it was a great feeling. I really felt in my element thinking of ideas and posts, and brainstorming ideas for our social media. It’s a little hard to let go after I’ve just started. Now that I’ve been a part of the Mautic team for three months, it’s difficult to know that the company is going to go on and grow without me (for a little bit). My hope is to come back in the winter and help out with any projects or events the Boston team may have. With only one more semester to go from then, I think I will have a really clear picture of what my next steps will be!

Where I See Mautic Going

I am not a tech person at all. I’ve said it once, but before my internship I did not know what marketing automation was at all. But look how far I’ve come! I think this Cinderella transformation says a lot not only about the software but about the people here at Mautic. If a simple gal like me can learn how to master this powerful and innovative software, then anyone can (and they should).

I definitely could not have done it alone and I’m so glad I had the support of such a dedicated and motivated team. I saw a small (but growing) team of individuals come together and work relentlessly to perfect every aspect of this company small. Everyone here is motivated in helping Mautic reach its true potential and it’s a team that is truly dedicated to being just that, a team.

Every Instagram post I used #movehorizons and I loved the fact that I actually believed we could. I’m so happy that I got to work at a company where I truly believed in their power and potential. The phrase “there’s magic at Mautic” had been thrown around a lot, but for what probably won’t be the last time, I believe there is definitely magic at Mautic.

Thanks for a great summer!

Marketing and IT often have different objectives. Typically the Marketing group cares about getting more leads, more customers and growing revenue. The IT group is measured on whether they’ve implemented the right technologies, kept costs down and served the business. To be successful, there must be a high level commitment to the vision of what project will accomplish. This includes transcending the metrics the teams are measured on. In order to do this properly, roles and areas of responsibility for all members of the project team must be clearly defined.

Defining Relationship Roles and Responsibilities

The RACI model helps organizations define roles & responsibilities during a change process. The ‘A” stands for who is ultimately accountable for the success of the task, at a high level. The Marketing department should be responsible for defining the problem. They should also determine the vision for the business process. The IT department should be responsible for providing guidance on technologies. Implementation and ongoing support is IT’s responsibility. It is not enough to just define high level ownership, as the devil is always in the details – accountability for each step must be clearly defined.

What are the steps to implementing a new technology and who does what?

1. Defining the problem – This is typically the first step. Marketing needs to clearly define and communicate what the current challenge or opportunity is that they are trying to solve.
2. Defining desired outcomes – Next, Marketing must create a proposal to explain the problem or opportunity and get internal teams to buy in to try and solve it. For large enough projects it is important to have sponsors, preferably the CMO and the CIO to ensure alignment from the top down.
3. Defining the requirements – This stage of the project is an interesting one as either Marketing or IT could be accountable for this step. Keep in mind, whoever is writing the detailed requirements should have an understanding of the Marketing goals and a good idea of what can be achieved with technology.
4. Offering up technologies – The first decision that needs to be made is whether to build or buy. If the decision is to buy, or at least start by looking at what technologies are out there, this is usually a joint effort between the Marketing and IT teams. Though IT is ultimately accountable, it is critical to get buy in from the Marketing business folks as they will the the users of this technology.
5. Choosing a vendor – The next step is to choose a vendor and this is one where truly IT and Marketing have equal footing. Sometimes the owner of the budget has a little more say in the end decision, but at the end of the day the chosen solution must solve the business need and also meet IT standards.
6. Building and integrating the solution – This is where the handoff to IT begins. Depending on the decision that has been made, they build the solution or buy one and integrate it into the existing technology stack.
7. Project management – For any large project to be successful, you need a strong project manager. Since IT leads the implementation process, it makes sense for the IT team to be ultimately responsible for ensuring timeliness and quality.
8. Testing – Initial testing is usually owned by the IT team. Once they have determined the system is stable, they will hand over testing to the Marketing team. The Marketing team then validates that the requested functionality meets their need as defined in the requirements.
9. Launch – Once the new technology is ready, it should be treated like a product launch. The Marketing team needs to position the benefits of this new technology, train users and ensure adoption. Celebrating successes together is also important once the project has launched.
10. Ongoing maintenance – At the end of the day, the IT team is the team that supports all technical issues for the Marketing team. It is important for IT to have a good handle on what has been built, have resources to support it and also a relationship with the vendor to escalate issues if necessary.

Eliminating Breakups

Relationships are never easy, they take an immense amount of effort to maintain. To that end, if the relationship with your ‘work spouse’ is on rocky terrain, here is some wise counsel to encourage you to get back on the right track.

• The first, of course, is to follow a similar process to the one above. Lack of clarity around roles, areas of ownership and goals can cause a rift between Marketing and IT.
• Don’t go it alone. When the Marketing and IT leadership is not aligned, it sometimes results in either group managing to secure the budget and purchasing a rogue tool that may or may not meet Marketing’s needs or IT’s requirements. This serves no one well, ultimately making it a business management nightmare.
• Make critical decisions with the end in mind. When technology decisions are made for the sake of implementing shiny new technologies v.s. to enable a business need. If the technology does not solve a business problem, chances are adoption will be low and cause turmoil between the two teams.

Like a marriage, the relationship between IT and Marketing must be one of accountability, compromise and teamwork. Aligning these teams will ensure successful implementation of the technologies that solve business problems. And as you all work toward the success of your company, don’t forget to enjoy the ride!

Regardless of this change, it still must maintain the highest service quality. And unfortunately the data doesn’t lie.

81% of study participants are unsatisfied with their healthcare experience.

This represents an immense gap. Yet, it also represents an immense opportunity. Patients, like customers, are seeking to connect and find value. For decades, physicians and healthcare workers have been perceived as cold, calculated and insensitive. They rush from one appointment to the next, not taking the time to truly understand how patients feel. Both in the physical and emotional sense.

“There is a misperception among providers about how well they are truly meeting consumer expectations,” said Jeff Gourdji, co-lead of Prophet’s health care practice. “Although they acknowledge its importance, providers are finding it challenging to focus on patient experience in the face of so many competing priorities.” (source: Loyalty-360)

How many of us assume we are adding value at each step of the customer journey? Organizations and healthcare providers alike can track and close this gap. A well developed marketing strategy and effective automation solutions can monitor activity and create a more aligned patient experience.

Patient Experience

But it begins with a clear picture of where the patient experience begins and where it ends. Each physician, practice or provider must see the journey from the patients perspective. And it starts long before the doctor opens the exam room door.

When this journey has been mapped out, there are clear intersections where the “brand” connects with the patient. Consider what value you are providing at each step. Where do patients go for more information? What pages of your website are getting the most traction? The most bounces? “But you don’t understand, I’m measured on how quickly I can get patients in and out and there are other priorities I’m responsible for.” Yes, this is true of every business. It may seem too simplistic, but patients don’t care about the competing priorities. They are seeking value, or in this case, the appropriate amount of compassionate care.

“It seems important, then, for physicians to have neither too much nor too little compassion. Aristotle put this succinctly when he wrote that, as a virtue, compassion should be shown ‘to the right person, to the right extent, at the right time.’ He didn’t define how much compassion is right: We have to decide that for ourselves.” (source: New York Times)

The concept of marketing is making it’s way into the healthcare lexicon. Recently I received an email from my primary care office. It was unexpected, so I opened it. It was a gentle reminder to get my flu shot. Wow, that was a well timed email campaign as we enter the cold and flu season. A few months later, I receive another email. Again, not expected. What kind gentle healthcare reminder might I receive today? An announcement that my primary care office is now providing “cosmetic injections”.

Talk about not knowing your audience. Epic fail. Simple patient segmentation would have revealed who would likely desire this service, making the content relevant.

Compassion

So it seems that the healthcare industry has their work cut out for them. They are responsible for ensuring all these important metrics are tracked and improved. And while doing so, exhibit the appropriate amount of compassion (or value) at the right time.

As marketers, what can we learn from this challenge? We are in a service-based industry. We track and manage many marketing priorities as well. But there is one thing we can not miss. We must connect our product or service and add value at each step of the customer journey. How?

Gavin Francis sums it up quite well;

Compassion means “together-suffering” or “fellow-feeling” — a sense of identification we feel when imagining another’s pain. The word “patient” means “sufferer,” and at its most basic level the practice of medicine could be described as the attempt to ease mental and physical pain.

We must seek to understand and connect value to our audience. When we make this connection, we identify with the challenges they face. This is what marketing is all about.

Many businesses use the word free as a lure. They will offer their solution to us without initial cost, then convince us to pay after seeing the value of their solution. But is that truly free? We would argue these are trials, not free solutions.

“Free” Marketing Automation

Lately, we’ve seen many businesses offer “free marketing automation software”. But are they? Mautic is free and will be forever. But this is not a marketing concept. This is a philosophy.

When we set out to produce marketing software, we were compelled by our mission. To empower organizations by providing powerful communication tools to anyone who needed them. Free speech is a freedom we often take for granted. To provide a solution that empowers free speech is an incredibly powerful concept.

GNU Free Software Definition says:

We campaign for these freedoms because everyone deserves them. With these freedoms, the users (both individually and collectively) control the program and what it does for them. When users don’t control the program, we call it a “nonfree” or “proprietary” program. The nonfree program controls the users, and the developer controls the program; this makes the program an instrument of unjust power.

So while others offer “free” marketing automation tools, read the fine print. Because free for a month isn’t free. It’s bad marketing.

Authentic Marketing

We believe in the concept of authentic marketing. Authentic marketing is about value and values, it’s not about trickery. When we have something of value, we don’t need shady marketing to communicate it. Marketing should be the artful way we convey and connect individuals to that value. So for our marketing efforts to be effective, we must consider trust as a key element for connection. If we continue to use trickery, we diminish not only our brand, but our value proposition.

As marketers, let’s strive to be authentic in the way we communicate with buyers. We can’t be lured into traditional marketing schemas. Our values AND value must shine at every step of the customer journey. The Young Entrepreneur Council encourages us:

Don’t get trapped by marketing dogma. Think outside the box and be willing to take risks, so long as it’s in line with your philosophy. For instance, blog openly about the problems your company seeks to solve in the world and how you’re working to overcome them by fulfilling your mission.

Honesty, truth and conviction. When we communicate our values using these principles, it is authentic marketing. And the data shows it’s what customers are seeking. Let’s not disappoint them. It’s time we start using our creative voice to engage buyers in authentic conversations and communicate with our vision, not archaic marketing tricks that convey false promises.

“… human nature dictates that people have a hard time genuinely connecting with, being close to, or really trusting other humans who (pretend to) have no weaknesses, flaws, or mistakes.’ This is not only true of human connections; it’s true of our relationships with brands.

We encourage you to join our community. Because free is free. Forever.

I was traveling the other day and found myself at a restaurant seated next to a couple of gentlemen from the local car dealership. Normally I don’t find myself listening in on the conversations of those around me, but the restaurant was quiet, and I couldn’t help but follow along. It started slow, and as they continued, I gathered that one was the manager and the other was the GM. As they began to discuss the current state of the dealership, the conversation began to take an interesting turn.

The manager was talking about how challenging it was to keep team members from leaving the business. He was expressing frustration that some of the individuals that had left, were now back asking for their jobs back. And as they discussed the nature of their departure and return, the manager began talking about the culture of the business. “It’s not like it was when I was on the sales floor”, he chided. “When I was working the floor we did whatever it took to make the customer feel welcome.”

The day was cold, overcast and it had been raining, and as the manager continued, he said, “You know, on a day like today, our team would have been standing at the front door with umbrellas, waiting for customers to arrive. And when they would, we would be out there asking the customers what they wanted before they event stepped out of the car. And if they did, we’d have the umbrella handy to cover them as they walked into the dealership. Now, the sales team simply stands at the front door and hovers, waiting for them to walk up to the door.”

And if they did, we’d have the umbrella handy to cover them as they walked into the dealership.

He continued to express his disdain for the current sales team and how they have lost the hunger or drive to meet the needs of the customers who have come to their dealership. “It’s a different group.” he muttered.

Why Automation

I think it’s important for us to do a bit of a reset on the purpose of automation. It has only been a couple of years since automation has really taken off, and already, there are marketers that believe automation can replace the entire function of marketing. They are like the sales team in the story our manager talked about. They have quickly forgotten the art of marketing. They have forsaken the customer and believe that they already know exactly what the customer wants, and will wait for them to “make the right decision”.

Friends, marketing automation will not, and should not, replace your marketing team. It was developed to help you see your marketing environment in a more holistic way. It helps you take into account the location and potential needs of your customer and help you provide information and value to them in a quick and efficient manner.

Personal Automation

So let’s get back to our manager. When he was on the sales floor, he was always thinking about the customer. When the rain clouds were out, he was prepared with an umbrella, ready to meet their needs before they even asked. As marketers, we should always consider the needs of the customer based on their environment.

Where are your customers? What is their environment? Is it raining or is it sunny? Who are they with? Is it lunch time, are they hungry? The list goes on and on and on. These questions help us gain a critical view of our customers. When we see them in a way that is not a data point, but a person, seeking value, we will look at them and our marketing in a different light. Here is a great article on developing a value-based model for your business.

Time to Get the Umbrella

As you continue to seek the perfect automation tools to help you share your product or service to your audience, please take a long, hard look at your customer. They are the reason you are in business. Providing value to them goes beyond the sale. As we’ve discussed, you certainly want to maintain a healthy view of your goals, but if you don’t keep your customer front and center, your automation efforts will feel not feel personal. They will end up feeling like the car sales team that our manager talked about.

So stop staring out the window, get the umbrella, go out in the rain and put your feet into the shoes of your customer. Because when you do, your marketing efforts will feel less automated and will start to feel more personal.

We can also become too mired in the details of our journey. And if you have children, you know exactly what I’m talking about. “How many hours will it take to get here?” “I have to go to the bathroom.” “Why are we stopping?” “I’m hungry.” And on, and on it goes. These are indicators that they our precious cargo are more interested in the destination than the importance of the journey. Seeing the big picture can offer us a view that is holistic, and gives us insight that we might not otherwise consider. That is why this final post in our big picture series is focused on starting your marketing automation journey.

Big Picture

As marketers we can become so hyper-focused on specific goals, campaigns or initiatives, we forget the broader context with which they fall into. This big picture view is critical as we begin to understand how marketing automation fits within our business. It’s important to remember that our understanding of this view will enable us to make the right decisions on how to automate our processes and marketing tools.

Over the last couple of weeks, we’ve highlighted broader systems that your organization needs to consider as you evaluate the big picture view of marketing. It begins at the business strategy level, then works it’s way down to your marketing scorecard and goals. As you determine the metrics you would like to impact, it is imperative that these blend into your customer touch-points and not override them. If our customer journey becomes secondary to your goals, we are missing the point. The customers’ journey to your business is the windshield of your marketing efforts. It should be clear and unobstructed.

The Roadmap

With that, let’s climb to a higher altitude and see the big picture landscape of our marketing automation journey. First and foremost, marketing automation is not a bolt-on solution. For automation to be truly successful, you must consider all of your marketing efforts en masse. Some think that a landing page with a compelling call-to-action is all their organization needs to integrate automation. But this is a shortsighted view. Consider our road trip. Let’s say it will require multiple days to get to get to our destination. If we plot our course without considering the climate, construction and traffic at each stop, we may miss alternative paths to help us get there in a more effective and efficient manner. What if it is quicker to go around the big city? What if construction is slowing traffic down?

This is true of your marketing automation journey. If we consider our customer touch-points and lay that context beside the omni channel approach, we will begin to see paths and connections that we may not have considered before. This is one of the key approaches to automation that often gets overlooked. The layering of channels and touch points is as vital to the creation of automated processes as content creation itself. If we don’t evaluate the intersections of the customer journey in connection with the channels we communicate through, our efforts will fall flat.

Start Your Marketing Automation Journey

So now that we have a map of our marketing automation journey, where do we go from here? This is a conversation that will be entirely unique to each organization. We are extremely excited to have assembled a community of developers, users and marketers that have plotted their own journey’s and have committed themselves to share what they’ve learned with you. Mautic is unique in that this community cares about your success. This is not a profit game. This is a journey of connection. You see, when you win, we all win. Here are a few thoughts to get your marketing automation journey started.

• Assemble your team: As we’ve noted in previous posts, your marketing efforts involve a number of teams. As Macy’s discovered, Macys.com was having a significant impact on in-store purchases. The online team learned they had to work with brick & mortar and understand how the customer searches and purchases.
  

  “We used have 2 separate silo’d budgets, we really now have one Marketing budget. And we look at the best way to spend that, what’s the best allocation, what’s the best media mix, whether it’s digital, offline, how do they work together to deliver…yeah of course the most sales, but really, that best customer experience.”

  For more information on Macy’s teamwork, click here.

• Understand your customer: This goes without saying. When you understand your customers needs, you will be more in tune to their purchase cadence. You will know more about their buying habits, how they seek your product or service out and what tools/communities they use to evaluate. This will help you deliver the right value at the right touchpoint.
• Determine the channels: The channels which you communicate and connect with your audience, will be incredibly important. If your customers are online, than connect with them there. If they are in your stores, connect with them there. If they are in both places at the same time, make the connection seamless. Don’t tackle every channel if your customers aren’t there and don’t automate what you don’t have the structure for.
• Automate with a goal: You should never automate without a set of goals you are seeking to achieve. Automation should further assist your audience/customer in meeting their need. It should never be self-serving. When you deliver value, your customers will remember. They will follow you because you care more about meeting their need than meeting their bottom line.
• Review and verify: This is as critical to the process of automation itself. Always be testing. Always be analyzing your audiences’ behavior and purchase cadence. This is an area that, as marketers, we need to become more adept at understanding the information that is being gathered with every click, every visit and every purchase.
• Adjust course if needed: Marketing automation is not a “set-it and forget it” proposition. It is a complex digital conversation that grants you access to the voice and cadence of your customer. Your customers change. They are constantly looking for value in every area of their life.

Remember, your marketing automation journey is more about relationship building than it is about channels, touch-points and data. With every piece of information you learn more about who your customers are, what their likes and dislikes are, and how they desire to be connected with. Our job is to listen, and trust that we’ve provided value at the right touch-point, through the right channel and at the right time.

For a full-size PDF of “Your Marketing Automation Journey” visual represented above, click here.

Before we get started I fully recognize that there are a number of different individuals from different industries who are reading this. So when we talk about communication channels, I want to be clear that the channels represented here, cover the basics of marketing communication. There will likely be other channels that are not included in this list, that are relevant to your industry that you will want to consider.

It is critical when we talk about automating our marketing channels, that we understand why we are automating, what we are automating and how we are automating. Each channel will have it’s own unique goals and approach related to the why, what and how. This will become apparent as we begin to unpack the different channels and how your customers are using them.

At a high level we’d like to outline the following channels;

• Social Media
• Google & SEO
• Corporate Website
• Customer Communication
• Mobile Applications
• Customer Communities
• Brick & Mortar
• Feedback

Understanding Omni Channel

As we look at the holistic customer journey, one of the terms that you will see is omni channel. This term simply indicates all the marketing channels along your customers journey to your organization. The typical sales funnel is being uprooted by new channels and processes everyday. Your customer may learn about your product or service by walking down the street, seeing a Facebook post and browsing Instagram, among a variety of other ways. Understanding this will help you see your communications differently.

Let’s remember that as you evaluate all of these different channels, consider how automation can assist you in connecting with your audience, gathering data about your customer, but more importantly bringing value to them. This omni channel approach should help you see your marketing differently. It’s time we begin looking at marketing not as campaigns or headlines, but as value creation.

“It’s time we begin looking at marketing not as campaigns or headlines, but as value creation.”

Now that we’ve defined our communication channels, we need to determine how each channel fits into the broader goals of our strategy. As we discussed in the scorecard post, what are the critical metrics that you are trying to move and what are the levers (or channels) that will help you move them?

This activity should be done with each channel. Remember, engage your team! As you begin to outline which metrics are impacted by which channel, you will begin to see how each channel can be utilized to gain the traction you’re looking for.

For starters

Let’s take a look at a quick example. Imagine one of the metrics on your scorecard is to increase awareness, and add leads to your CRM system at a trade show. As we review all of the channels you are currently communicating through, there are definitely a few that would be relevant. Social Media, Google & SEO, and your corporate website. These channels could all be used to drive awareness (among others) for your involvement at the show. The key is to now review all of customer touch-points and see if there may be an opportunity to drive awareness through them as well.

Now let’s consider how automation could help us achieve this goal. Here are just a few ideas to get you started;

• Prizes: Determine a “conference only” prize that when visitors visit a website landing page, they will automatically be entered in the drawing. Then share the landing page on social media to gather more leads. Be sure to note they must be present to win.
• Deliver: Bring value to your customers from the booth. What can you deliver at the conference? Think about your product or service. Are there things you can do to help them overcome their challenges in small doses? Be sure to scan their conference card in order to receive it.
• Promote: Determine what the conference #hashtag is and begin developing blog posts prior to the conference related to the topics that will be highlighted. Share these posts via social media and include the conference #hashtag and then direct visitors to visit the booth. You can gather their contact information and provide the value you positioned in your marketing efforts.

This example represents the front end of the customer buying journey. It is a relationship generator. What happens when you get that email address is critical. If you truly want to develop a deeper customer relationship, don’t keep asking for the sale, add value. When you add value, the process of marketing automation will feel invisible and you’ll develop trust.

Over the last week or so we’ve covered a large area with a couple of high altitude posts. First we outlined customer touchpoints. Then we discussed the scorecard. And then we highlighted the initial stages of automation. In our final post of the series, we will be reviewing the entire cycle in a visual that will assist you in continuing the dialogue with your colleagues.

Is there a specific example you would like us to cover? Comment below and we can provide a case study that is specific to your needs.

Well that depends. Before we go too far down that track, we’d like to offer some guidance. No, we’re not trying to sell you anything. We’re here to give it away.

In full transparency, we’ve been working tirelessly on a marketing automation solution that is top shelf. It’s open source, filled with flexibility, plays nice with others and is, well…free. At the core of who we are, we want to make marketing tools available to every organization that needs it. But what is a valuable solution without the instructions? This goes beyond documentation and how-to’s. It is strategic. We’d like to share an approach that we trust will help you understand the marketing automation landscape and determine how all these solutions fit together for your organization.

Over the course of the next couple of weeks, we’d like to offer our thoughts on how to assess your current state, further understand your customer buying cycle and develop a plan for implementation. All in an effort to help you customize your own unique approach to marketing automation.

The Touchpoint

In today’s post we want to highlight the value of the customer touchpoint. So many organizations today think that a few simple email campaigns will unlock the door to endless customer engagement and profits. This is simply not true. For your company to be truly successful you must learn that marketing automation is about understanding the big picture of your customer.

It’s critical in today’s marketplace, that you not only understand what customer need you’re meeting, but understand each touchpoint you have with them. During the buying cycle, there will be many times that you have an opportunity to create a meaningful, value-filled connection.

Step 1 of understanding how marketing automation fits within your business, begins with laying out your purchase/sales process and evaluating each customer touchpoint. We would like to provide you with a few thoughts to help get you started;

• First, write down the steps in your sales process from left to right. (Tip: This process should be cyclical. You never want to end the process with a sale.
• After you have identified your sales process, under every step, write down all the different touch points where the customer is involved/connected with that step. Does it involve contact with an associate? When do customers interact with your product or service? List all of them out. Even ones you think are outliers.
• Now you’ve written down each touch point your customer has with you and your product or service. There are a couple of additional questions that will take this exercise to the next level. Evaluate each touch point. Are you being proactive or reactive? What value can you bring the customer at each step that would delight them?

We’ve provided a high-level example of a sales process to get you started. Keep in mind this is a 50,000 foot view. If your process is more complex, there are likely many additional channels under each step that will require further evaluation.

Don’t Go It Alone

You should not lay out this process or answer these questions alone. Each and every function in your business likely has a touch point and channel they are responsible for. Whether it is the cashier or the accountant, the salesperson or the receptionist, these touch points will provide you with a holistic picture for the areas where you can add over-the-top value to your customer, with the ultimate goal of developing a long-term relationship. To start you off, there is an HBR presentation that could assist you in beginning to see and understand the cumulative customer journey.

But outlining these customer touch points is just the beginning. As the digital landscape continues to evolve, the opportunities to connect with your customer will continue to grow. So it’s important to make each and every connection count.

Understanding the big picture of your customer buying journey, and the touch points that impact them, will help you assess the areas you need to improve. But before you invest in a marketing automation solution, it is important to realize that automation will not increase your sales, creating meaningful customer experiences will.

Stayed tuned for the next installment of the Big Picture of marketing automation where we will discuss how to outline your goals. The blueprint for your marketing automation efforts.

Honda finds marketing rhythm

Massive music effort targets hard-to-reach millennial buyers

Honda, as it turns out, also wants to be cool — cool enough to make an impression on the hundreds of thousands of millennials who pack the park for two weekends every fall. Hence the HR-V on-site and the massive Honda Stage it faces, where popular acts such as The Weeknd, Alabama Shakes and alt-J perform. Honda’s presence in Austin is part of a massive marketing effort that uses music to attract the fleeting attention of millennial car-buyers.

Read the full story: https://www.autonews.com/article/20151116/RETAIL03/311169967/honda-finds-marketing-rhythm

Panera Bread: Marketing Flows Through Cost Of Goods Sold

If you haven’t read Panera’s update on their Animal Welfare program and new commitments, you might want to check it out. Panera Bread (NASDAQ:PNRA) isn’t the only company advocating for the ethical treatment of animals, but they are one of the first restaurants to push so aggressively against the common practices. By pushing against these commonly accepted practices Panera is able to generate goodwill with their target audience. That goodwill serves to bring in customers in much the same way as marketing expenditures.

Read the full story: http://seekingalpha.com/article/3686416-panera-bread-marketing-flows-through-cost-of-goods-sold

Easy Jet Shows Why Customer Intelligence will be Pivotal for Digital Marketing in 2016

It was a well-crafted email campaign, personalised and inspired by a deep-rooted understanding of the customer. A few days ago, I read a blog on the PPC Hero platform, where the author was mistaken segmentation for customer intelligence or insights. Customer segmentation uses conventional parameters like gender, age group, nationality, earning bracket and a few others. On the other hand, customer intelligence goes deeper to more unconventional insights like a customer’s motivations, fears, frustrations and deep-seated habits.

Read the full story: http://customerthink.com/easy-jet-shows-why-customer-intelligence-will-be-pivotal-for-digital-marketing-in-2016/

These three articles all cover different aspects of marketing. Honda is actively seeking to meet their audience where they play and improve their public image by appealing to the interests of their target audience. Panera is handling marketing in much the same way however, rather than just spending money to meet their audience they are taking a more humanitarian approach by not only appealing to the interests of their audience but at the same time improving their business and their world. EasyJet is demonstrating their active approach to customer engagement through listening and responding with personalized marketing and intelligent marketing.

Lastly, we promised an interesting trend we’ve noticed in popular news outlets, you’ve probably seen it, but it may be happening even more than you’re aware. Here’s an example:

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As people become more and more immune to advertising on the web advertisers are seeking new ways to engage with their audience. This marketing strategy is interesting because it requires brands to do more than just create a flashy ad or a catchy tagline. This trend forces more thoughtful marketing. Marketers are now creating content both useful and informational for their target audience. In essence this new trend is simply content marketing being placed on the web where their audience visits. If you’re a marketer you should consider whether sponsored content marketing like this is a beneficial strategy for your brand.

Also, keep in mind that marketing automation involves much more than just setting up a fancy campaign drip flow. You can successfully use marketing automation and the Mautic platform to build personalized marketing strategies and intelligent marketing like what you read about from EasyJet. Curious? You should read more about how marketing automation with Mautic will give you powerful and personalized customer engagement.