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The Content Strategies Summit in review, Part 2
Theory, research and best practices all saw some practical application during Day 2 of the Las Vegas conference.
May 21, 2009 by Paul Flanigan — Producer, Best Buy
This post covers Day 2 of the Digital Signage Content Strategies Summit. You can find Day 1 here.
Day Two of the Content Strategies Summit seemed to be two things overall: First, a practical application of some of the best practices (Target's Mark Bennett showed a dozen clips that emphasize his best practices) and a much deeper dive into theory and research.
It's not point of sale, it's point of experience.
In 45 minutes, Al Witteman, managing director of Retail Strategy at TracyLocke, showed me that the next step in understanding the impact of digital signage and DOOH is to leverage the incredible research behind shopper marketing. It is widely known that approximately 70 percent of all purchase decisions are made in the store. Mr. Wittemen's argument is that the emtire environment is the sales pitch, not just a sign on a shelf. Instead of creating "Digital Signage," he would like the industry to use the term "Digital Experience." (This may be a late entry into Dave Haynes's post about what to call ourselves.) The environment has morphed into a holistic engagement device designed to ensure that your decisions are certain, perfect, and will have a positive impact on your loyalty in the future. It's not "point-of-sale" any longer. It's "Point-of-Experience."
What I learned: This is the next phase of digital signage/experience. The industry has spent the past several months grinding away at the basic foundation of what it takes to put the content in the environment, but has yet to really work on impact – what makes the customer tick, and how we can create interactive and engaging experiences. Al asked which one of us would go into work, apply shopper marketing insights, put a stake in the ground, and drive the industry to the next level.
I will. I hope others will too.
Target is spot on. (Pun intended.)
Mark Bennett, group manager of Media Production for Target, presented Target's best practices for Channel Red, Target's in-store multi-channel network. His points confirmed much of how we should conduct our process for digital signage (I echo several of his points in managing my own programs). But what struck me about Mark's presence at the conference was not so much the presentation, but the fact that another major retailer is coming forward to learn and educate on industry best practices.
You can find a detailed account of his presentation on Bill Gerba's site here, written by Christie Liu. The article opens with, "In a rare appearance…" I think Target's presence will be much more frequent. Like Peter Müller-Brühl's discussion on Mercedes-Benz during Day 1, major brands will help shape the future of this industry and lay a foundation that all retailers (even the small ones) can model after. I hope that Mark and Chris Borek will continue to drive the industry forward.
What's more valuable? CPM or REM?
Paul Ryan, President of Retail Engagement Architects, in collaboration with Retail Media Consulting, presented a solid argument for understanding the value of a message. By creating a grounded process by which measurement is achieved (not just imagined), we can move from measuring reach (CPM) to Relevance, Engagement, and Measurability (REM), or Impact.
What I learned: Building the understanding of impact starts in the process, not at the store. By creating a process aimed at a measurable result, you not only get your desired results, but you will also set the standard by which other content impacts the viewer. Plan for measurement now, not after it hits the store. An important lesson, indeed.
The five items you need in a supermarket
Remember that I asked you to list those five things you need tonight at the market? I'll take a stab at what you wrote: bananas, milk, juice, eggs, cereal. Those were my five. Here's the question: How many of those are listed as brand name items (instead of "juice," you wrote "Tropicana")? Chances are you wrote very few, if any, brand names on your list.
Hearing Mr. Witteman speak about shopper marketing research opened the door for me to see where I think the industry needs to look to build impact and value with content. Christopher Gray, Psy.D., vice president, Shopper Psychology with Saatch & Saatchi X, signed, sealed, and delivered that message.
Dr. Gray explained how we have the potential with Digital Signage (Experience?) to fill in that brand name blank. With the shopping exercise, he was, "demonstrating that brand preferences are not guarantees once a shopper is confronted with all of their choices at shelf. The fact that we tend to write down categories of items rather than specific brand names is significant and suggests that on some level, consciously or subconsciously, we are not fully committed. As a result, there is room for influence. How to do that successfully is where the real work begins." When we walk in a store, we not only have a frame of mind about what we want, we spend a considerable amount of time "deselecting" extraneous brands and products. That deselection state is a death knell for brands.
How can Digital Signage help brands avoid the deselection phase? Dr. Gray presented a compelling series of arguments on how digital signage can keep a brand at the forefront of the customer's mind when shopping.
Echoing Mr. Wittemen's statistic that 70 percent of all purchase decisions are made in the store, and with a time span of approximately three seconds for the shopper to move into that area of impact and make that decision, how can we utilize digital messaging to cut through the clutter? Thought provoking, to say the least.
Quite frankly, Dr. Gray's entire presentation is a series of blog posts on its own. His insights on shopping behavior and how Digital Signage relates to those behaviors was nothing short of fantastic. I hope we hear much more from Dr. Gray, Saatchi and Saatchi X, and TracyLocke.
What I learned from this: With the need to understand evolving customer desires in an ever-changing environment, we must embrace the experience and expertise of marketing insights. We can then truly begin with the end in mind.
Oh, and I need to get Tropicana 100% Pure and Natural Orange Juice with Some Pulp at the market tonight. In case you're wondering, that's one out of 64 Tropicana Juice and Drink varieties I can choose from. My head hurts. A little.
Context comes first
Rob Winston, senior account manager for Arbitron Out-of-Home, explained that if content is king, context is emperor. Without context, you lose the efficacy of content.
Mr. Winston noted that our culture has moved from content consumers (watching ads on a program pre-TiVo) to content customers (actively deselecting those pieces of information we choose not to see/hear). It warrants a discussion on what we consider engagement. Mr. Winston believes that engagement is where the audience makes a commitment, not just a response.
All of this wraps into context, something that seems obvious, but in reality is very difficult to achieve. How many of us have hung a TV somewhere in a public space because we knew viewers wanted to see something cool on it, and how many times did we actually consider the space around it? I'm guessing all of us have been down that road before.
Mr. Winston provided a set of simple questions that we should be able to ask and answer in any given situation where we plan to provide the customer with a digital experience:
1. Who is your customer? 2. What are they doing? 3. What do you want them to do?
If you apply these questions not only to the screen but the environment around it, it's easy to see Mr. Winston's compelling argument that research lives inside context, and even the best creative won't work without it.
What I learned: The paint on the wall is much more serious than just a color. It could very well be a deciding factor in whether or not you sell anything with your screen.
The summit - Final thoughts
This was the first slide of Mr. Wittemen's presentation, and I understood it as soon as it popped up on the screen.
The industry has seen its fair share of "how to" white papers. I have read dozens of them myself. But I believe this summit called attention to the "why behind the buy," and the need for the industry to leverage that information. Regardless of the presentation or source, every single person the stage brought more than just a pretty piece of video to look at. We heard insight on why content was created, why the customer needed to know something, and why something worked or failed.
What was refreshing was not hearing suspicions about the agency's role in the process of content. Historically, agencies have been trying to find their place in the industry, and they (and we) are still working out the kinks. But having them at the same table as technology experts, retail experts and industry insiders makes me believe their role in the future of this industry is extremely valuable and growing.
There was a strong contingent of retailers and agencies in attendance, and a few production houses as well. What I saw was a common thread to understand that content can only be king when we have the following: Absolute mastery of the audience based on meticulous research and shopper insights; completely streamlined technology that allows us to create unique experiences and distribute to specific channels of interactivity; and common measurement metrics that work for both large and small environments alike. And finally, that none of this can happen without everyone at the table.
Easier said than done, I know. But doable.
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