Earlier this month, EME joined nearly 2,000 leading experts from the marketing industry at Mumbrella 360 Asia - the region’s largest marketing and media conference, held at Singapore’s Marina Bay Sands. At this conference, the industry’s biggest players come together to forge connections, ask pressing questions and share their secrets and strategies to achieving success.
Speakers and panellists were invited from leading global companies such as Unilever, Johnson & Johnson and Prudential; tech giants like IBM and Netflix; media leaders such as CNBC; NBC Universal, BBC and Vice; and up-and-coming companies like Lazada, TikTok and Twitch - all of this in addition to the marketing industry’s biggest firms: Ogilvy, Kantar, Hubspot, UM and Accenture to name a few. As you can imagine, it was an action-packed two days of knowledge sharing and information overload. In this blog, we share some of the things we learnt.
Promotion by Emotion
Several of the keynote speakers emphasised the need for brands to strive to push out emotional content, rather than the typical barrage of rational and functional marketing messages that brands constantly churn out. Why? Because emotional content is more likely to be shared and engaged with, and it is also more likely to be remembered by the consumer brain. Since consumer behaviour is 99.9% driven by the highly emotional subconscious, there’s an emergence in neuro-marketing among companies and agencies, as well as media companies, for getting their messages across. This means marketing with behavioural economics instead of neoclassical economics - instead of using typical functional selling points like “a product is cheaper, bigger and tastes better”, there is now a shift to “a product gives you happiness, makes you feel safe and strengthens your relationships”.
Coke’s “Choose Happiness” is a strikingly obvious use of emotional marketing.
We learnt that while generally an average of 50% of purchases come from word of mouth, 80% of what triggers word of mouth is good brand experiences, not only functional from end to end (everything works, nothing is broken) but also meaningful (not only is nothing broken, it was so easy to use because my needs were anticipated). To take this up another gear: company’s should aim for pleasurable experiences (not only is nothing broken and the platform quite easy to use, the content was hilarious and brightened my day).
Where can customers rank their experiences with your brand?
(For)give Me Another Try
Building close relationships with customers is also a good hedge against future misdemeanours. Customers who have a connection with brands and companies, whether with positive brand associations or great brand experiences are not only more likely to make a purchase or tell a friend (this we knew already), but they are five times more likely to forgive a brand for mistakes made. This is crucial in the world we live in, considering such mundane things like a five-minute response delay or misspelled customer name could result in customer loss in this age of fast-paced and hyper charged customer service (the age of the pampered customer).
Just (keep) do(ing) it
Big brands are becoming all about predictive personalisation. That is, using data-driven content automation to enhance customer experiences and keep people coming back. In our digital age this is as easy as simply relying on users’ behavioural history with the brand’s platforms in order to determine the perfect algorithm for developing content that their users will find interesting, engage with and most importantly lead to sales or conversions. If you’re still unclear what this means - just scroll through Facebook and note that you keep seeing more cat videos ever since you spent a whole day watching cat videos.
Go your own way
Lastly, we learnt that we should be wary of “best practices” because it’s those disruptors who break the mold of best practices that truly find success. Startups and early stage companies especially are most likely to pattern growth strategies based on existing companies, which could be a crucial mistake[c1] . From a VC firm’s keynote we learnt the key steps for bootstrapped growth: identifying the brand’s purpose, building brand assets, identifying platforms, developing powerful stories, growing advocacy and loyal customers and of course, tracking. This is a good guiding light to follow, since doing too much in the short-term could be harmful for long-term growth if these short-term activities are not linked to long-term strategies.
All in all, it was great to link up with the region’s very best marketing professionals, and we can’t wait to take back everything we’ve learnt and apply them towards the growth of EME’s fast-growing portfolio companies. Do you agree with what we’ve shared? Have anything to add? Drop us a line at firstname.lastname@example.org.