Q&A With Zuora Global Brand and Communications VP Mark Heller
Amidst the Subscription Economy, and as more and more businesses focus on offering recurring services rather than selling physical products off shelves, the role of the marketer is changing.
Specifically, there is a seismic shift occurring and marketers need to stay involved with their customers long after the sale is complete.
For Zuora global brand and communications VP Mark Heller, the answer to this shift is businesses adopting a subscription model.
To find out more, B&T sat down with Heller to talk subs, Netflix and customer engagement.
First off, how is the subscription model changing media?
We are now living in a world where everything is shifting to increasing customisation for subscriber preferences and subscribers can tell you what they like and don’t like in real time.
Think about what Netflix has done by flipping the script on Hollywood, how can they invest eight billion dollars in content a year?
When you have 130 million subscribers that are paying a monthly fee to access the content they want, you no longer are betting your annual budget on whether your films or shows will be a hit at the box office or have high ratings.
Your subscribers are in an ongoing relationship with you. They are telling you exactly the content they want by what they consume and so you have a lot of data on what you continue to invest in and what new shows are likely to succeed based on that.
What are the benefits of the subscription model?
First of all, it’s a more predictable business model. Recurring revenue means you don’t have to start from scratch every quarter.
We view a subscription business as not simply a monthly fee, but a broader definition that begins with a subscriber ID.
Apple, Uber, Netflix and Amazon all identify you by your subscriber identity. As long as your subscribers continue to value the service you are providing you can count on a stable, consistent revenue base from them.
We know from our customer base that includes companies in all industries from all over the world that their subscription business models are growing much faster than traditional product-based businesses.
We have a chief data scientist who has looked at revenue growth across these companies over a number of years and when we compare their revenue growth to different indexes, we can see that on average subscription business models are growing eight-nine times faster than say, for example, the S&P 500’s revenues or four times faster than US retail index (Subscription Economy Index).
What benefits does subscription have for consumers?
You only have to look at our everyday lives to see that digital disruption has changed everything for us as consumers.
The essence of this shift is consumer behaviour and has to do with having the freedom to subscribe to the outcomes I want, when I want them, from wherever I happen to be. We call this the Subscription Economy.
How is it changing customer engagement and experience?
Customer expectations have changed forever. I believe there is no going back. Any company, no matter what the industry had better think first and foremost about their customer’s experience.
Jeff Bezos refers to this shift in consumer expectations as the rise of the “divinely discontent customer”.
Today’s customer doesn’t want to wait in long lines if they can get what they want delivered right to them for around the same price, especially if it’s the same day service.
As marketers we need to think very carefully about what it is we are offering to our customers and how much friction there is in their purchasing experience, their service experience and how easy or hard it is to get what they want.
If you are not constantly thinking about that and getting feedback on this constantly improving that experience, there will always be someone else who will and that will unequivocally disrupt your business.
The divinely discontent customer has more choices than ever and they can move on quite easily and it will happen faster and faster over time.
What’s changing customers?
I believe it’s not just our expectations that are changing as customers, but our own personal narratives.
That little voice in our head that writes our collective stories every day, wants to believe that we are spending our time and our money well.
Anything that makes that story better or worse influences the choices we make going forward.
That applies to business to business relationships as well. Any company that makes that story a difficult one to endure, risks becoming a cautionary tale vs a triumph of the new Subscription Economy.
Latest News
Sydney Comedy Festival: Taking The City & Social Media By Storm
Sydney Comedy Festival 2024 is live and ready to rumble, showing the best of international and homegrown talent at a host of venues around town. As usual, it’s hot on the heels of its big sister, the giant that is the Melbourne International Comedy Festival, picking up some acts as they continue on their own […]
Global Marketers Descend For AANA’s RESET For Growth
The Australian Association of National Advertisers (AANA) has announced the final epic lineup of local and global marketing powerhouses for RESET for Growth 2024. Lead image: Josh Faulks, chief executive officer, AANA Back in 2000, a woman with no business experience opened her first juice bar in Adelaide. The idea was brilliantly simple: make healthy […]
Is Meta’s New AI Chatbot Too Left-Wing?
Meta's chatbot accused of being left-wing after being caught wearing a Che Guevara T-shirt & listening to Billy Bragg.
TV Ratings (23/04/2024): Why Did No One Tell Angela That Farmer Wants A Wife Is Set On A Farm?
As wonderful as this headline is, let's face it, we all know an 'Angela', don't we?
PubMatic Unveils New AI Partnership To Turn Social Posts Into Ads For Any Digital Channel
Here's some nifty tech for turning social posts into ads. Assuming said posts aren't one-star character assassinations.
Intuit Mailchimp Makes A Splash With Its First Australian Brand Campaign
Ever laugh along at a gag you didn't get so as not to appear dumb? Get ready for more feigning with this new work.
GumGum’s Rob Hall: Advertisers Can No Longer “Rely On Binary Descriptions” Of Consumers
If anyone's got their finger on adtech's pulse, it's Rob Hall. He also avoids using the good paper in the office printer
Mastercard Nabs Florencia Aimo From Marriott International
Marriott International's Florencia Aimo jumps from the hotel business to the exploitative credit card one.
Bastion Agency Appoints Cheuk Chiang As New ANZ CEO
Cheuk Chiang takes the reins over at Bastion Agency. But not the rains down in Africa.
Spotlight On Sponsors: Major Sponsorship Wins After A Disappointing Week In Sport
B&T continuing our deep dive into local sport sponsorships & that's despite not a single offer of a free ticket as yet.
Macca’s Marketing Director, Samantha McLeod On Big Mac Chant: “What Was Once Old Is Now Cool Again”
Macca's using the power of nostalgia in latest Big Mac campaign. Well, only for those who've ever eaten one sober.
World Premiere Of Midnight Oil: The Hardest Line To Open Sydney Film Festival 2024
Oil's biopic to open Sydney Film Festival. Here's hoping Molly Meldrum will take his pants down at the premiere.
Entries Are Now Open For The 2024 Brandies, IntelligenceBank’s Annual Brand Marketing Awards
The Brandies are, of course, a prestigious marketing gong and not the mystery tipple favoured by nannas everywhere.
The Fred Hollows Foundation Appoints Ardent For PR
Yes, we all like to have a joke at PR's expense. But sometimes it does important work, like this.
AI, eCommerce & Marketing Specialists Are In Increased Demand By Businesses, New Data From Fiverr Shows
Has your philosophy & anthropology degree left you with nothing but a huge HECS debt? Here's what you should've studied.
Perth’s First 3D Anamorphic Billboard Arrives Courtesy Of oOh!media
Do you love a buzzword? Now you can add anamorphic to the list as it relates to billboards, not a colleague's ears.
MasterChef Australia & Crown Resorts Launch Unique Dining Experience With ALUMNI
A pop-up restaurant staffed by MasterChef contestants! That's fine dining prices for first-year apprentice chef cuisine!
Amanda Laing Announces Resignation From Foxtel Group
Foxtel's chief commercial & content officer heads for the exits. Read nice things the bosses said about her right here.
The Lost Letters From Our Diggers: News Corp Unveils ANZAC Day Special
It's nice when brands respectfully acknowledge ANZAC Day.
Howatson+Company Acquires Akkomplice
Large indie acquires a slightly smaller indie. Much like a shark eating a tuna, just with less thrashing and blood.
Google Delays Third-Party Cookie Deprecation Again
In good news for the sale of picture library biscuit photos, Google continues to tease over the end of cookies.
Education A Low Priority For Aussies More Concerned With Cost Of Living Forethought Study Reveals
Study finds Aussies cutting back on education due to cost of living. Booze & Uber Eats sales remain largely unaffected.
“I’m Still The Same Person That I Was”: Rikki Stern Says “Fucc It” To Cancer Stereotypes
B&T always happy to promote the anti-cancer cause. Even brands that massively overdo it with the hot pink.
The Unapproved Climate Certification Allegedly Causing Mass Greenwashing
Are you left flummoxed in the canned tuna & free range eggs aisle? Just wait till this green certification gets up.
TV Ratings (22/04/2024): Fans Mock “Over The Top” Reaction To New MasterChef Judges
MasterChef returns for its 2024 season. B&T stands by putting peppercorns in Gravox & no one will be any the wiser.
Dentsu Restructure: Muddle, Harvey & Johnston Take Leadership Baton As Bass & Yurisich Exit
A large broom has swept through Dentsu's local ops this morning, taking with it some big names & the air con's cobwebs.
Industry Shares Trends Shaping The Industry This International Creators Day
B&T's asking adland creators to reveal their top trends. And it's not good news for your Jenny Kee cardigan collection.
Mable Extends HOYTS Sensory Screenings Partnership
Mable has extended its HOYTS sensory screening partnership. Vigorously defends its two-star Oppenheimer review.
Orphan Launches ‘They Need Our Help. We Need Yours’ For Children’s Cancer Institute
Anything to do with childhood cancers has B&T's 110% support. That said, we do ignore the red meat & alcohol warnings.
Smile Team Orthodontics & Keep Left Collaborate On Smile-Inducing Campaign
As parents would attest, given the cost of orthodontics you'd expect this campaign to be a lavish production indeed.
Opinion: How Video Calls Neglect Learning Diversity
Need an excuse to duck out of a video call this arvo? Show this to your boss.
DoubleVerify Achieves First-Of-Its-Kind Responsible AI Certification From TrustArc
DoubleVerify receives responsible AI certification. However, not its robotic vacuum that's been seen menacing the cat.
Smile For A Good Cause: The Social Media Campaign Giving Back To The Community
Are you known as the office Austin Powers? More for you teeth than shagability? Get snappy new fangs with this news.
Elon Musk Mocks Albo After ESafety Wins Court Injunction Against X
Albo's 2024 from hell continues - Rabbitohs in crisis, down in the polls and now feuding with world's richest man.
Real Estate Developer In Hot Water Over “Sexually Exploitative” OOH Campaign
Real estate agents again tops in the 'least trusted profession' polls, nudging used car salesmen & ad creatives.
Epsilon’s Shane Hanby: Post-Cookie Era Relies On “Teamwork” Between Brands, Marketers & Tech
This pro predicts more "teamwork" in a post-cookie era. Which spells bad news for the uncooperative or plain stubborn.