Sure, Tech’s Important, But Don’t Forget The People, Too!

Sure, Tech’s Important, But Don’t Forget The People, Too!
SHARE
THIS



In this guest post, Mailee Creacy (pictured below), country manager at Rocket Fuel ANZ, says too many Aussie marketers are being bogged down by the latest tech, and, in doing so, we’ve forgotten the poor old customer…

When I think about the adtech industry – one whose very existence depends on influencing customer behaviour – it’s ironic that so much of our marketing to brands and agencies is driven by our technology, and not our customers.

Mailee Creacy

While cutting-edge technology and innovative new features are exciting to talk about, it’s too often through these features and technologies that we frame our conversations about how we can improve business, solve problems or drive solutions for our customers. In the process, the very people we’re trying to reach get buried under all these technology “stacks,” and have a harder time understanding what is being offered.

If we want our industry to succeed, we need to get back to focusing on the customers. There isn’t an app for that – it’s about effectively changing the relationships between key function areas, and in order to do this, it’s time to start listening differently.

It all starts in the responsible hands of sales. When a seller works toward making a sale, they actively listen to what the customer is saying so that they can turn that feedback into action for their own company – action that informs not just how you sell, but also what you build. 

For example, many marketing teams are heavily focused on an inordinate number of events that typically treat the customer as a secondary concern. Instead, the time and money spent on these could be put back into focusing on customer accounts and learning from them. In marketing there are a lot of constant iterations. We have all worked on customer case studies and references before, but how do we use these when we’re thinking in terms of an account-based approach or looking at feedback from the perspective of a vertical, a particular product offering or solution? Marketers need to learn from our case studies and ask the necessary questions. How does the seller provide value to the customer? How does marketing help the customer understand the value? How does marketing help the seller understand the customer? This is where the marketing team needs to work closely with the sales team to put the customer first.

Today, engineers are seen as the brains behind the projects. They build the products and they know them best. Then they share their creations with the product teams, who know the technology slightly less. The product teams share their knowledge with the marketing team, who know it slightly less than the product team, and so on, all the way down to the customer. Marketing and sales then, should filter all the information they gather up to the product and engineering teams. If the customer feedback dies with the sales and marketing teams, was there really an action or effort taken to improve a product or service? 

Today’s businesses are often so technology-driven that some have created labs or think tanks to fuel the creation of new products and ideas. As marketers, it is our job to begin thinking about how to package and position the innovations stemming from these labs and develop a plan for how to take these new products to market.

This is the difficult part and often the moment of translation when much of the larger, customer-oriented message is lost. You end up instead with a message laden with acronyms and rich with detail, and not a coherent, comprehensive, easily understandable picture. Ultimately, all of the hard work and dedication of every team involved — engineering, products, marketing — trying to promote all the new technology being created goes to waste.

To ensure that a circle of communication is happening, one that links and aligns every group in the organisation to listen to and act for the customer, give each team one point of contact in charge of making sure the rest of the team is aware of what is going on with other divisions. Their focus is on guaranteeing transparency and communication internally so that no one department is dropping the ball.

If we can all come together to make this cycle a reality, it won’t be long before we evolve from an industry narrowly focused on technology, to a more customer-centric industry. In the end, this will lead to more effective products, happier customers, and a more successful adtech industry.

Latest News

Women In Media Profile: Aimee Buchanan
  • Media

Women In Media Profile: Aimee Buchanan

No Women in Media series would be complete without the irrepressible Aimee Buchanan. Read all her pressibles here.

by B&T Magazine

B&T Magazine
SBS To Broadcast All Of The World Cup Group Stage, As Optus Agrees To Reimburse Customers
  • Media

SBS To Broadcast All Of The World Cup Group Stage, As Optus Agrees To Reimburse Customers

SBS and Optus have “mutually agreed” that SBS will  broadcast the remainder of the World Cup group stage up until Friday 29 June. Optus had paid subscriber rights to many of the group stage games, yet technical faults have plagued its streaming service, infuriating viewers and forcing even the prime minister himself to intervene. SBS CEO, Michael Ebeid, said: “The FIFA World Cup is the absolute […]

by B&T Magazine

B&T Magazine
Watching tv and using remote control
  • Advertising
  • Media

GroupM Investment Forecast For Australia: TV On The Rise As Digital Slips

GroupM has updated its 2018 ad investment forecasts and released its initial 2019 outlook. GroupM predicts $24B in net new advertising investment this year, the best annual increment since the bounce back from the global recession in 2010 when $26B was added to investment. GroupM estimates total advertising investment will grow by 4.5 per cent this year […]

Indigenous Campaign Deemed Too Controversial By APN Media To Run
  • Advertising
  • Campaigns

Indigenous Campaign Deemed Too Controversial By APN Media To Run

Aboriginal Victoria’s campaign in support of Australia’s first-ever treaty legislation, Deadly Questions, has been deemed too controversial to run by one of Australia’s leading outdoor media providers, APN Media. Online platform Deadly Questions provides a safe space for people to ask questions and have them answered by Aboriginal Victorians, to learn more about their cultures, […]

Introducing: YouTube Music Australia
  • Technology

Introducing: YouTube Music Australia

The wait is over! Starting today, YouTube Music is available to everyone in Australia, New Zealand, the U.S, Mexico and South Korea in addition to 12 new countries including Austria, Canada, Finland, France, Germany, Ireland, Italy, Norway, Russia, Spain, Sweden, and the United Kingdom. Now fans around the world can find more of the music […]

Will PR Finally Earn Its Stripes At Cannes This Year?
  • Opinion

Will PR Finally Earn Its Stripes At Cannes This Year?

In this guest post, Haystac’s national general manager, Jason Carnew (pictured below), says with all this talk of Cannes at this time of year, it’s a kindly reminder that the PR business needs to get its act together in terms of awards, work and judging… All eyes on are Cannes as some of the best […]

Opinion

by B&T Magazine

B&T Magazine
Ex-DDBer Unveils Designer Headscarves For Cancer Survivors
  • Campaigns

Ex-DDBer Unveils Designer Headscarves For Cancer Survivors

Two-times cancer survivor, Frankie Good Stuff Award Winner, ex-DDBer and founder of Bravery Co. Emily Somers has collaborated with a range of top-notch illustrators to produce Australia’s first range of designer headscarves for young cancer warriors. She is now crowdfunding $40,000 to produce the scarves and donate one to all the young women in their 20’s […]

New Advertising Platform Launches Down Under
  • Advertising

New Advertising Platform Launches Down Under

Following its massive success in Europe, Asia and the UAE, the Polishoe concept, which brings a high-demand shoe polish service and HD digital advertising platform together, has landed in Australia.

Set for blue sky, different clouds icons, cloud shapes, labels, symbols, icons. Flat graphic vector elements
  • Technology

PubMatic Unveils Cloud for Publishers And Tech Companies

PubMatic has launched PubMatic Cloud for publishers and tech companies looking to implement and control their own programmatic technology. By accessing PubMatic’s technology, global infrastructure and demand connections on a platform-as-a-service (PaaS) basis, clients are able to achieve full transparency and achieve greater control over their programmatic monetization. As programmatic trading becomes mainstream, innovations such as […]

Women In Media Profile: Claudine Hall
  • Media

Women In Media Profile: Claudine Hall

The Women in Media Awards are back for 2018! To celebrate this wonderful fact, and to recognise some of the killer women in our industry, we’ve created a women in media series – and have profiled some pretty inspiring women so far. This week, we chat with Bauer Media head of trade marketing Claudine Hall. […]

by B&T Magazine

B&T Magazine
Cancer Council and Target Tradies Tackle On-The-Job Skin Cancer Risks
  • Campaigns

Cancer Council and Target Tradies Tackle On-The-Job Skin Cancer Risks

Workers on construction sites receive five to 10 times more UV exposure every year compared to indoor workers. Target Tradies and Cancer Council have announced the launch of a partnership to help educate Australian construction workers about the importance of being SunSmart at work. With evidence showing that outdoor workers receive five to 10 times […]

Arq Group Activates New Branding By Hulsbosch  
  • Media

Arq Group Activates New Branding By Hulsbosch  

Arq Group has launched a new identity created by award-winning agency Hulsbosch, with the business rebranding from Melbourne IT to Arq. Previously known as Melbourne IT, the company was founded in 1996 as one of Melbourne University’s commercial ventures with the sole rights to manage .au domains in the early days of the Internet. Melbourne IT […]

Adshel Unveils ANZ Takeover Via PHD
  • Campaigns
  • Media

Adshel Unveils ANZ Takeover Via PHD

ANZ, in partnership with PHD and Adshel, have taken to the streets with a total take-over of the entire Adshel Live network. For one hour, between 8am and 9am on Tuesday 19 June, ANZ is inviting commuters to download the new ANZ app by showing six different ways the app can help them manage their […]

Carat & Initiative Share The Spoils In WA Government’s $65 Million Media Business
  • Media

Carat & Initiative Share The Spoils In WA Government’s $65 Million Media Business

IPG’s Initiative and Dentsu’s Carat have both been awarded a slice of the West Australian government’s $65 million spend. The government account is broken into two entities – campaign and non-campaign – each with its own agency roster. Carat has retained its long-standing position on the agency panel for all campaign work, which accounts for […]

A Golden Opportunity! Lucky Numbers For Sale!
  • Marketing

A Golden Opportunity! Lucky Numbers For Sale!

In case you missed it last week, a very lucky phone number – 1800 80 80 80 – is up for sale. And it could be yours!

Partner Content

by Customer Connect

The AppNexus Marketplace Launches Guaranteed Views
  • Technology

The AppNexus Marketplace Launches Guaranteed Views

AppNexus, the world’s leading independent advertising technology company, today announced the launch of Guaranteed Views, a marketplace product that changes the way advertising is bought and sold on the open internet. Guaranteed Views enables marketers and agencies to pay only for ads that are measured as viewable and is the first programmatic product that enables 100% viewable buying at scale outside of Facebook and Google.

Women In Media Profile: Kirsty Bloore
  • Media

Women In Media Profile: Kirsty Bloore

Bereft of any Monday motivation? Let today's Women in Media profile be like low-current electric waves to the brain.

by B&T Magazine

B&T Magazine
Dentsu Aegis Network Predicts Australian Ad Spend Growth Of 2.8%
  • Marketing

Dentsu Aegis Network Predicts Australian Ad Spend Growth Of 2.8%

• Ad spend in Australia forecast to grow by 2.8% in 2018 , with main drivers of growth in Government, Retail, Finance and Gambling sectors. • Global advertising spend to grow by 3.9%, revised up from 3.6% in January 2018. • Digital to overtake TV for the first time, to reach 38.4% of global share (TV 35.5%). In 21 out of the 59 markets tracked, digital will be the leading advertising channel in 2018. • One quarter (25.2%) of global ad spend will be delivered through mobile devices for the first time.

Pac Mags Appoints New Client Strategy Director For Victoria
  • Media

Pac Mags Appoints New Client Strategy Director For Victoria

Seven West Media’s Pacific Magazines has announced the appointment of Emma Baston as client strategy director for Victoria. Baston has worked in senior digital media buying and planning roles at various agencies including UM Australia, Cummins&Partners and MindShare, with exposure across the strategy, communications and creative process. She has also worked at Facebook in a […]

Seamless pattern of a crowd of many different people profile heads. Vector background.
  • Media

SBS Launches Diverse Communities Content Initiative

SBS has launched the Short-Form Content Initiative, a commitment to providing increased opportunities for Australian creatives from diverse communities through the commissioning and production of content for SBS On Demand. SBS has partnered with five of Australia’s screen agencies, including Film Victoria, Create NSW, Screen Queensland, Screenwest and South Australian Film Corporation. The initiative aims […]

BIG W Unveils Toy Mania Via M&C Saatchi
  • Campaigns

BIG W Unveils Toy Mania Via M&C Saatchi

BIG W, the home for families, fun and entertainment, has today launched its annual toy sale campaign – Toy Mania. Running until 11 July, the campaign showcases the frenzy and hysteria that comes with the BIG W toy sale. It also highlights that buying toys can be just as fun as playing with them and […]

Datorama Launches AI-Supported Data Visualisation Tool ‘Data Canvas’
  • Technology

Datorama Launches AI-Supported Data Visualisation Tool ‘Data Canvas’

Datorama, a global technology company, today announced the launch of Data Canvas, a suite of new data visualisation capabilities within its Marketing Intelligence platform. Datorama Data Canvas leverages the power of artificial intelligence (AI) in a brand new way — to help marketers create expert-designed dashboards to tell compelling, data-driven stories. Datorama’s previous AI releases have […]