When automated messages make your brand look stupid

Marketers love using emails and texts to be in contact with customers. It's so cheap and easy to get messages out that some abuse the channels and send out daily messages. Even worse, some send out multiple messages a day, which just crowd a customers' inbox and make them start tuning out those messages.

One of the biggest offenders on this front is the Gap family of brands. As the umbrella organization comprises not just Gap but also Banana Republic, as well as the "Factory" versions of both those brands, on top of Old Navy and Althea, it sends me a minimum of three and sometimes even five emails each and every day. So, yes, I tune most of them out now. 

But the one pictured above caught my eye. Can you guess why?

Are you motivated to make a purchase because a brand lets you know that you have free money to spend that amounts to just $0 in rewards? In other words, your purchasing power is unchanged from what you thought it was before.

 It's all too obvious that Old Navy is attempting to personalize the offer not just by using my name but by trying to tempt me to make a purchase that will be discounted by my rewards. As the algorithm is not programmed to discard that message for customers without a reward balance, we get a message that shows not all personalization necessarily fits your marketing message.

A bit later I got this email that made a similar mistake in a PR pitch. Notice how the personalization is worked in without regard for understanding how we address people in real life:

"Setting up your business remotely during Great Resignation

Inbox

KJ Helms via prnewswire.com
to me

Hi Brown, Ariella​ Team,

 

I have a story I think Brown, Ariella​ would want to cover about a firm that can help businesses 

affected by “The Great Resignation,” which is continuing with 4.3 million resignations in 

December 2021 alone ⁽¹⁾.

One other nitpick I have is that it refers to the Great Resignation continuing by citing the numbers from December 2021. As we are in March now, that is a non sequitur. Instead of presenting the sentence in this order  the text should have started with the December stat and then say that the trend continues in 2022, possibly with its own sentence set up this way: In December 2021 alone 4.3 million resigned from their jobs, and "The Great Resignation" trend is continuing in 2022, raising concerns for businesses that want to retain their employees.

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TODAY'S TARGETED MARKETING IS POWERED BY DATA AND AUTOMATION

7 WAYS TO GRAB CUSTOMER ATTENTION IN SUBJECT LINES

  

Today's targeted marketing is powered by data and automation

 Marketing is always more effective when it is more targeted. As a result of integrating data and algorithms, marketers are able to now deliver a personalized customer experience at scale. 

There are various ways to target specific customers, and approaches range from lumping customers into very broadly defined categories to getting a lot more fine-tuned about the segments and responsive to individual customer behavior .In collaboration with Google, Deloitte put out a Digital transformation through data: a guide for retailers to drive value with data that took a closer look at these gradations. 

It ranked them as follows:

• Limited segmentation: All users are analyzed in broad segments. 

• Basic segmentation: Uses standard characteristics (e.g., gender, geography) for segmentation.

• Detailed segmentation: Segments are based on personal and behavior

• Dynamic segmentation: The UX / UI can respond to a customer’s in-session behavior as he or she exhibits different segment characteristics.

Achieving the detailed level depends on much more data than the static kind that is used for basic segmentation, and advancing to the dynamic level requires a level of automation that will enable recommendations and responses to go out in real-time. 

 The coming AI revolution in retail and consumer products invoked the women’s clothing store,  Avenue Stores LLC as an example of dynamic segmentation. It explained that  it brings together “data across multiple touchpoints, including in-store activities and market trend analysis, to learn and reason about what customers want and when they want it.” On that basis it can reach out to customers with communication tailored to their situation in real-time, which makes it possible to capture their attention while in “‘shopping mode.” 

Marketing for loyalty

Being in touch with your customers to let them know you’re there for them without pressuring them to buy can pay off in winning their loyalty and business later. In this case, your automated messaging doesn’t have to respond to segment your audience, as you would be working off a general form of communication.

When you don’t have history

But what if you do need to sell your products now? Marketing recommendations can work even on the more basic level, not just for new customers for whom you have no history to flesh out a profile but for the type of marketing communication that depends on general trends. For example, a very broad segment of all people in the United States can work for promotions tied to events shared by all due to the calendar, whether it’s Mother’s Day, Memorial Day, July 4th, etc. 

You don’t need to know much about your customer other than that they’ll know what these days are because they are on their calendars due to living in the United States for the trending algorithm to work well. That makes using this approach ideal for customers for whom you don’t have first-party data.

It doesn’t matter so much what they are normally interested in or what they’ve bought before when you’re sending out a marketing message about buying their mother something before May 10. However, if you do have information about the customer, say you know they’ve ordered flowers for their mother last year, then you can combine the trending recommendation with what you know about their behavior.

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Advanced Segmentation and Automation Are Changing the Marketing Game

Automation Will Define Industry 4.0

pic from https://upload.wikimedia.org/wikipedia/commons/2/22/Factory_Automation_Robotics_Palettizing_Bread.jpg

As the Industrial Internet revolutionizes manufacturing, the essential difference between the automation of the past and Industry 4.0 automation is scale.

The linking of the physical and digital in the Internet of Things has enabled manufacturing’s next evolution: the Industrial Internet, or Industry 4.0. Shawn Fitzgerald, vice president of marketing at Thomas, recently shared some insights on the effects of increasing automation and sensor integration.

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The Future is Automated

Canada welcomes AI

pic from https://upload.wikimedia.org/wikipedia/commons/thumb/1/1f/Flag_of_Canada_%281964%29.svg/2000px-Flag_of_Canada_%281964%29.svg.png

There's no question that AI is redefining processes across a whole spectrum of businesses. There is, however, a question of what that means for the overall economy. Canada is now investing in AI
research with the expectation that it will benefit the country in general.

DeepMind, the London-based leader in artificial intelligence owned by Google’s parent-company Alphabet, is now reaching across the pond to Canada. On July 5, Demis Hassabis, co-founder and CEO, DeepMind announced “the opening of DeepMind’s first ever international AI research office in Edmonton, Canada, in close collaboration with the University of Alberta.”

Though it was announced as a “first” in terms of leaving the UK home base, in reality, as Bloomberg reported in December, the company started building up “a small team” of researchers at a Google office in Mountain View, Calif. Certainly, there is a lot more fanfare for its move to Canada.

In addition to contributing on the research and education end DeepMind plans to invest in programs to promote “Edmonton’s growth as a technology and research hub.” The funding for such programs are also coming from within Canada, as the University of Alberta reveals in its take on the news. It welcomes the DeepMind move as yet another advance toward AI research in the country, which is the goal set by “the federal government’s Pan-Canadian Artificial Intelligence Strategy.”

That federal program, which is to be run by CIFAR, the Canadian Institute for Advanced Research, is expected to invest $125 million (Canadian dollars) in trying to establish an AI foothold in Canada. Dr. Alan Bernstein, President and CEO of CIFAR was quoted in StartUpHereToronto saying he anticipates “enormous potential for innovation” resulting from the initiative:

“Deep AI is a platform technology that cuts across virtually all sectors of the economy, with the potential to improve people’s lives. It will help build a stronger and more innovative economy, create high value jobs, improve transportation and lead to better and more efficient health care and social services.”

That makes AI sound like is capable not only of boosting productivity but of improving things all around. In reality, though, it depends where you stand.

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AI Arrives in Canada: Will Prosperity Follow?