Mautic

Two big buzzwords we continue to hear floating around marketing teams are “personalisation” and “dynamic content.” As a marketer, I’ve definitely been guilty at times of using these terms interchangeably or misusing them altogether depending on who my audience is (marketers vs. sales vs. IT). However, these words are more than buzz; they’re essential pillars needed to drive better engagement and execute impactful marketing campaigns. And, now that I’m at Mautic, I don’t mix these terms up anymore because we have a very specific definition and application for each of them.

To help marketers create better personalised campaigns, I want to define what each term means and explain how each label should be used in the context of marketing automation.

Personalisation: Let’s be clear right away: this is the result. Personalisation is what marketers are aiming to deliver – user experiences that are personal, meaning they are customised based on contact preferences and previous engagement.

Dynamic Content: Dynamic content is a feature that helps marketers execute their personalisation strategy. It’s not the only such feature, but it’s certainly one of the most exciting and powerful (and dare I say, fun?). Dynamic content helps marketers assign rules or instructions to content so that it can automatically adjust for each contact.

Here’s an example of dynamic content in action:

Let’s pretend I’m a marketer for an online retailer. I have a business goal, and I need to create a content strategy that will help me achieve this goal.

My Goal:
Sell last season’s rainwear to drive revenue and make room for summer and fall inventory.

Determining My Content Strategy:
Nothing new or fancy here yet – still just practicing good marketing and trying to reach the right people with the right message at the right time.

Step 1: Select Channels

A platform like Mautic allows me to easily deliver communications across multiple channels, but for the purposes of this example, I’ll keep it simple and use email as my primary channel.

Step 2: Create the Audience

I want to sell rainwear, so I need to find the contacts in my database who I think need or are interested in rainwear. Let’s start with the ones who are interested. A good marketing automation system will have done the heavy lifting of capturing valuable and relevant customer information. This isn’t just information gathered from a form, it also includes web tracking and content engagement data. I can now easily analyse the data and build a target audience based on things I know indicate interest.

Here are the questions I ask myself and the steps I take to identify the right audience.

  1. First, where are my previous rainwear buyers? I can build a segment (target list) that looks for customers who have purchased specific products or categories of products. These customers may already be in existing segments broken out by product or product/type, in which case I can just look for those segments. But I can also perform other segmentation that identifies contacts associated with certain products.
  2. Next, who are the contacts that have previously looked at (but not bought) rainwear products? I can perform segmentation that identifies contacts who have visited specific product pages or who opened previous emails about rainwear, but never purchased.
  3. Now I want to find other contacts who I believe need rainwear. I’m going to get a little fancy/creative. It’s an extra step, and not a requirement for this campaign, but I do think it’ll improve my results.

So, how do I identify need in this case? Well, where is it raining around the country? A quick check in a weather app and I can create a list of all the cities or zip codes that are currently experiencing or expecting rain. I add a filter into my segmentation to include contacts who live in those cities.

One last thing to help me pay this off. I want to do more than just include these ‘rainy-city’ contacts in my email audience – I also want to use this new data to add an extra layer of personalization to my email. So, I’m going to create a new custom field for weather conditions and then upload the weather data for the rainy cities I identified. See how I use this in the next section.

Step 3: Personalise the Messaging

A personal email greeting (e.g. “Hello [First Name]”) is lovely, and you should include one when you can, but it’s not earning you bonus points any more. People expect that brands know their names, so this is really considered table stakes now, even for those using the most basic of email tools. Today, true personalisation is accomplished by activating the valuable data you’ve collected about your customers – i.e., turning customer data into meaningful content. So, I’m going to look to tap into the data I know about the customers in my audience, and use it to craft a compelling, customised message for each one of them.

Execution:
Time to build the email. That’s right, the email. Singular. I’m going to reach a broad audience comprised of customers in different cities, experiencing different weather, and having shown different levels of product interest, with just one email build. And it’s really easy to pull off.

Let me show you the finished product first. Here’s what my email copy will look like to a few different rainy-city contacts in this campaign:

“Hi Marnie! Looks like rain in New Orleans this weekend. Shop our raincoats!”
“Hi Dave! Looks like clouds in Boston this weekend. Shop our sweaters!”
“Hi Katie! Looks like wind in New York this weekend. Shop our wind-proof collection!

Notice, first name, weather description, city and product are all different and personalised. The field values are added dynamically (hence, dynamic content) based on what I, as the marketer, decided to use: in this case, a combination of customer data collected from past engagement, and the products I featured in this campaign.

And here’s what it looks like in my email builder:

“Hi {First_Name}! Looks like {Weather_Condition} in {Customer_City} this weekend. Shop {Customer_Product_Item}!”

Let’s not forget the other contacts in this campaign – the ones in non-rainy cities who previously showed interest in rainwear. Using the same email, I can use dynamic content to create an entirely different message variant specifically for this segment. Since I already showed off with the previous example, I’ll keep this email message simple. Besides, these are folks who already showed interest in these products, so I think I can get them to the site with a nice promotional offer.

“Hi Alex! All rainwear is now 50% off. Shop now!

Not a ton of personalisation – just the first name, but it still does make use of a dynamic field.

Mautic

 

Personalisation is a Practice

Both personalisation and dynamic content should be part of any digital marketer’s vocabulary. Dynamic content is essential to personalisation, and personalisation is essential to creating 1-to-1 customer experiences that are now expected of any brand that wants to be a leader in their space. Making your website and communications personalised shows you are listening. Just like in everyday conversations, both sides engage and provide input, and both sides expect an appropriate response. That is what a true relationship looks like.

Lastly, you don’t need to be a Mautic customer to take something actionable away from this post. Here are some things I hope you discuss with your team soon (how about today?)
Make it a goal to avoid blasting your total audience with one broad message each time you send an email. The size of your database is not where your strength lies. Instead, start by understanding the data you possess for your contacts, and begin mapping out the most relevant content you can deliver based on that data.

Remember, any time you engage with your audience, you are capturing information. Even when a customer doesn’t open an email, their lack of action is still information you have and can make decisions around. This non-communication or non-engagement is a data point. Your customer is telling you “no thanks!” through their passiveness. I recommend you keep (this may mean creating it to begin with) engagement fields in your database so you can see “active last 30 days” or “did not open email.” And if (more like when) you have an audience that has lapsed/not engaged, then try a new approach with them, because obviously what you have been doing isn’t working.

Source: https://mautic.com/resources/blog/cmo-secrets-with-brian-kardon/

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