“Effective Executive” Series with Eric Newman, VP Products & Marketing, Digby

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We are pleased to share another insightful ”Effective Executive” interview with Eric Newman, Vice President of Products & Marketing for Digby.  In this role, Eric Newman helps brands leverage the power of Localpoint, a cross channel marketing platform. During his 18-year career, Eric has ridden the cutting edge of a number of online revolutions at a successful startups, including Demand Media’s Pluck, Powered, IBM’s DataBeam, Ask Jeeve’s Direct Hit and Motive Corporation’s Question Technologies. He holds a M.B.A. from the Kellogg School at Northwestern University and a B.A. in Information Systems and Marketing from the University of Cincinnati.

Eric shared his thoughts on location-based marketing behavior and which loyalty programs top his list.  He also shared his insights with us on why Austin has become such a growing city for tech companies, especially start ups.

What’s the challenge in attaining a location-based marketing strategy?

Using time and place as a real-time trigger for marketing, engagement and customer service in brick and mortar locations adds a whole new dimension to an organization’s marketing and operational thinking – and therein lies the challenge.  It starts with figuring out how you want to react to a consumer’s entry into a store, or presence in a target neighborhood – notifying associates of the consumer’s entry or sending a visit-encouraging message to the consumer as examples.  From there, the retailers we work with are using that real-world event as a key juncture for mapping the consumer’s cross-channel history – understanding that they shopped on the ecommerce site last night and are likely entering the store to put their hands on the product before making the purchase.  That kind of omni-channel use is where location really shines as the link between the on and offline worlds, but it is also the most challenging for an organization to adopt when typically those worlds were organizationally separated in the past.

What have you seen over the last year in terms of measured success of a good location-based marketing strategy?

We have witnessed some amazing results.  While we cannot speak to specific customers’ performance metrics, we can talk about campaigns where 60+% of consumers in neighborhoods near a store opened a location-based announcement with push notification set up by the marketer and then in turn, visited the nearby store to redeem the offer.  We’ve seen social check-in campaigns through the retailer’s app generate astounding redemption rates as consumers walked into the store, received an offer and then shared the offer with their friends.

What are some of the best loyalty programs you’ve seen for customers?

As a marketer I really appreciate the Kohl’s cash program.  Giving consumers discounts they can apply against any product in a virtual cash format makes it easy to earn and easy to spend those points, but all within Kohl’s stores.

As a consumer, I like loyalty programs that offer something a little different as a loyalty reward.  Using earned loyalty points at a grocery like Randall’s to get a steep discount on gas at their fueling station is significant enough to actually spur conversation about it at the family dinner table.  Any time you can get someone teaching their children about a loyalty program, that’s longevity.

What’s your dream customer – i.e., who could use some improvement with Digby?

Location context as a trigger to more relevantly market and engage the consumer is not limited to one vertical or most appropriate for just one customer.  We see interest in Digby from brands in many sectors – from hospitality to dining and even sports franchises – anyone who has a physical place of business and would like to better engage their customers.  Interestingly, we learn new use cases for our technology with every potential customer we meet.  One of my favorite unexpected use cases was a convenience store chain that builds 50-100 stores a year.  That’s millions of dollars of real-estate investment where building on the wrong spot can cost hundreds of thousands of dollars of missed revenue.  In this case, the retailer wanted to identify locations where they were considering store development, and use the knowledge of how many of their app-holding, loyal customers drive by these various locations as a set of decision input into their real estate evaluation.

What’s the connection with mobile apps to successful in-store service?

There are so many use cases around customer service where awareness that the customer is at the store is so important.  For example, a fast food restaurant wants to allow consumers to order their burgers online for pickup in the restaurant.  Doesn’t sound all that complicated until you realize that a fast food sandwich has about a two minute shelf life under the heat lamps.  Get caught at a red light on the way to the store for pickup, and they have to start the order all over again.  Instead, the restaurant wants to use our Localpoint platform to know when the remote ordering customer has entered the parking lot and place the order into the queue at that moment – ensuring a burger ready to go with minimal waste.

Any predictions for 2014 in terms of marketing behavior, from a B to B or B to C standpoint?

Location is becoming white hot right now as organizations see the relevancy and depth it can add to their customer relationships, and the ROI it can drive in terms of incremental store visits, conversion and cart size growth.  Generally speaking, this technology applies best to the B to C experience, given the nature of shopping behavior where consumers visit malls, stores and other retail locations.

Weigh in on Austin and its growth in the tech world – how would you say Austin has changed over the year climate-wise for tech companies?

Austin is an incredible place for technology and has been for many years.  A startup community increases in velocity as it builds momentum with entrepreneurs at all organizational levels building startups and then facilitating the sale and integration of the startup into larger technology companies.  This creates a powerful secondary effect of drawing larger companies into Austin and then setting up the entrepreneur to make a run at their next big idea.  Austin has been doing this successfully for 20 years and has mature, fertile field of technology companies and startups spanning from the B to C space, like MapMyFitness who recently announced acquisition by UnderArmour, to B to B and even hardware solutions.  The whole city has adopted tech as a mainstay of the economy and culture and the tech companies fit right into the “Keep Austin Weird” message we are known for.

Have you gone to SXSW? What’s your experience or viewpoint on it as a value for organizations or evangelists?

SXSW is an amazing mix of digital technology, media, movies and music.  However, its meteoric growth has moved well beyond its roots as an interactive conference to an expansive showcase.  The biggest challenge is navigating the breadth of things you can do during the show, ranging from actually learning something in session, to hobnobbing with the digital elite, to immersing yourself in the non-stop party swirling around the event.  You need a SXSW plan of action before stepping foot into the show and sign up for the sessions you need as early as possible to ensure attendance.

Top marketing outlets you read?

Being all mobile, all the time, I spend most of my reading budget on sites like Mobile Commerce Daily and the Location Based Marketing Association.  I augment that with industry specific sites like Stores Magazine and Advertising Age.  As a technology product guy, I cannot live without Business Insider or our Forrester relationship, as industry analysts give a deep, cross-vendor view of the world that is hard to find from more traditional industry media publications.

“Effective Executive” Series with Ric Calvillo of Nanigans

ricThis week’s “Effective Executive” interview is with Ric Calvillo, co-founder and CEO of Nanigans. Nanigans is pioneering the next evolution in media buying with its predictive lifetime value platform for performance marketing.

Ric Calvillo is Nanigans’ co-founder and CEO. Ric has over 20 years of startup experience, having founded and led three technology companies. Prior to co-founding Nanigans, Ric was Founder & CEO of Incipient, Inc., a venture-backed data storage infrastructure software company.

We asked Ric about his current role and the early days in his career as well as what is next for Nanigans for the remainder of 2013.

Can you explain your technology in simple terms for our audience?

Nanigans is the transformative SaaS platform for performance marketers, focusing on customer predictive lifetime value at scale. Most of our clients right now are in the e-commerce, travel and gaming verticals and use Nanigans across social and mobile.

 

What is the most exciting part of your role as CEO and Founder at Nanigans?

The most exciting part would be watching the growth of our customers, employees and the overall business. I started Nanigans in 2010 with the simple idea that performance marketing was inherently broken, and just a few short years later we’re up over 200 customers, 100+ employees and have offices around the world. Feeding off of the energy and successes of Nanigans employees is also contagious, and that vibrant culture is seemingly always on display walking around any of our offices.

 

Back in the early days of your career, what did you envision Nanigans to be? Have you met or exceeded your expectations?

I always wanted marketers to buy media based more on data than anything else. We know that consumers want to see a certain amount of offerings from advertisers and engage, especially online. For us, it was helping our customers find those purchase-minded consumers at scale and develop long-term relationships with their best target audiences.

 

In such a fast-paced tech industry, how do you keep up with the constant changes and developments?

We have an always-on engineering team. There’s no “easy solution” or “10 step method” to keeping up with the ever-changing tech industry. We focus on partnerships, planning and execution to ensure we’re always meeting goals. Our team meets every day to confirm nuances or updated plans, and we all sit together in an open floor plan to ensure open communication can happen in-person not just via email or phone.

 

You recently celebrated a huge milestone (1 Billion conversations enabled), how did you celebrate internally and how does this milestone motivate you and your Company to achieve future goals?

It’s always nice to highlight “big wins” for the company, so we celebrated the same way we always do, which means to take a step back for a moment and understand the impact and then move on. This industry changes on a dime, and we’ve seen great companies fail in the past few years so we don’t like to spend too much time on “accomplishments” but rather focus on how we can continue to provide value for our customers and innovate within the industry.

 

What is next for Nanigans for the remainder of 2013?

We’re focusing on how to best scale the business. In terms of verticals, we like ecommerce, travel, gaming and a few others while also looking at where to expand geographically. We currently have offices in Boston/NYC/SF/UK, which leaves a lot of opportunity on the table so finding the right combination for growth while continuing to maintain our level of quality and success for our customers is the main priority right now.

 

 

What does a public relations agency do?

QuestionMarkNo, seriously! Perhaps you’ve come here looking for public relations help with your company or a job in the field, or maybe you simply stumbled across our blog (in that case, hello and welcome!). But either way, there’s a good chance you may find yourself asking that very question at one point or another.

And you’re not alone. There’s a reason we have a dedicated Facebook page about the fact that explaining what we do can be tough – even for us folks in the industry!

I can’t tell you how many times I’ve fielded questions from people about “ads” or “articles” at personal gatherings and family functions when the inevitable job topic arises. I don’t think I’ve ever described it the same way twice; the definition may start off the same, but it usually ends up taking different paths each time, based on the audience and the types of questions they’re asking.

And rather than give a tactical rundown of a ‘typical’ days’ worth of activities (e.g. writing a press release or pitch, tweeting, calling media contacts, brainstorming during a messaging session, monitoring client and competitor news), it’s oftentimes more effective to address the actual purpose of our job – meaning raising awareness, shaping a brand, influencing demand, generating leads, and much, much more.

So, inspired by a recent Forbes article on the topic, we decided to tackle the topic ourselves. See below for a sampling of some of the PerkettPR staff’s perspective on wrangling the ever-evolving definition of PR and what it is we’re doing here:

“One of my favorite quotes having to do with the definition of PR is from Reader’s Digest, attributed to M. Booth and Associates: “If the circus is coming to town and you paint a sign saying ‘Circus Coming to the Fairground Saturday,’ that is advertising. If you put the sign on the back of an elephant and walk it into town, that is promotion. If the elephant walks through the mayor’s flower bed, that is publicity. And if you get the mayor to laugh about it that is public relations.’ But even though this definition drives at the heart of PR, what we do encompasses a whole lot more than that!”

“On a daily basis our roles are ever-changing and hard to define – from media relations, crisis communications, social media, copywriting, event coordination, C-level strategy sessions, reputation management, videography, web design, customer service, infographic creation, etc. But the one constant is the overarching common thread between them that stays the same – the value we add by earning people’s attention though a thorough understanding of our audience(s), well-crafted stories and good old-fashioned communication skills.”

“Public relations is a form of marketing where I utilize my writing and communication skills to make the public understand my company’s product or technology. It is my job to spread the word about the product or technology in a positive way to keep customers coming back again and again.”

“When I started in this business, I thought of my job as creating awareness. And while I think that’s still true, the way we accomplish this has changed dramatically. Now I tend to think of PR as a form of content creation. Whether it’s creating news via press releases; visuals such as infographics or video; events like Twitter chats or Google Hangouts; or creating community via engagement across social channels; these efforts and the resulting content combine to create awareness for our clients. Regardless of how we define PR and the role agency plays, there’s no doubt we play an important part in our clients’ success directly and indirectly.”

“Defining PR is no easy feat – especially as its definition is constantly evolving. Good PR, however, is the process of building relationships, creating conversations, influencing the news while shaping a company’s brand perception. It’s how a company engages, discusses and fosters positive awareness with the right audience at the right time using the right medium. PR is powerful, and Bill Gate’s summed it up the best when he said, ‘If I was down to my last dollar, I’d spend it on public relations.’”

Got anything to add to our descriptions of the PR function? We’d love to hear your thoughts in the comments below!

Persuasive Picks for the week of 02/07/11

Facebook's New Page Layout Facebook Launches Pages Redesign
Get the lowdown on this week’s rollout of Facebook‘s new layout for Pages via this Mashable post from Ben Parr. What does it mean for your brand?

Facebook Page redesign: 10 things admins should do RIGHT NOW
Since this week’s first pick filled you in about all the Facebook Page changes, this post from David Griner on TheSocialPath.com will guide page Admins in the right direction on what key things they should change first.

Marketers use social media for Valentine promotions
Valentine’s Day is upon us and many marketers have turned to social media in order to promote their related brands. USAToday‘s Bruce Horovitz share examples of six brands who are vying for your Valentine’s Day attention in the social space. On a related note, our client Corey McPherson Nash asks your opinion of the new “romantic” messaging from Teleflora, in this “Tired or Tacky Hearts” post.

Top Ten Things That Get You Unfollowed/Unfriended
Are you still trying to learn the ins and outs of proper etiquette when navigating the social landscape? This post from Peter Shankman provides a good list of DON’Ts to keep you on the right track.

Cyber graffiti with WiFi network names as advertising
Author David Meerman Scott shares this entertaining post on how brands can potentially cash in on some free advertising by leveraging the publicly-broadcast name of their WiFi access points with some creativity.

Mobile apps, free conference calls, online health, kids with cameras, free iPads and more – it’s a busy week!

It’s a big, busy week at PerkettPR and I’m acting as our own reporter because I’m so excited to share some client developments taking place. We’ve got product launches, mobile apps, a “kid’s cam” and more. Take a look and let us know what you think. Thanks for reading!

Powwownow – Europe’s largest free conference call provider launched today in the U.S. and unveiled its first iPhone app. You can download it for free here, or at the iPhone App Store or on iTunes. We’re at Think Mobile in New York City today and celebrating the launch with a fun contest where we’re giving away three iPads. Folks here are having fun with our “Powwownow app rap” video contest - check them out (including, embarrassingly, yours truly – although I can’t win!) and click here to learn how to enter for your own chance to win through April 23.

HealthLeap – a free and effortless way for patients to schedule health appointments (ex: doctors, dentists) and stay on top of their health. In turn, it also empowers doctors who want to increase their visibility and interactivity among a new breed of Internet-savvy patients in a measurable and effective way. The net net – HealthLeap makes  scheduling appointments a breeze for the patient, and helps doctors to showcase their practice, extend their brand awareness, fill available appointments and last minute cancellations, and more. Read the full news release for details.

Also today, client St. Louis Children’s Hospital launched their first “Kid Cam” production, where an eight-year-old brain tumor patient turns the tables on his caregivers and examines them to provide an inside look at the SLCH hospital experience. The goal of the video is to offer more personal insight into the hospital from a kid’s perspective so that others in the same situation understand they are not alone. The footage shows some of of the patient’s scarier moments – like accessing the port used to deliver chemotherapy medication – as well as lighter moments such as visits from the music therapist and the adorable therapy dogs. Watch now:

Our newest client, WaveMarket, launched their Veriplace Developer Community “LocationNation” last week, as well as a Developer Contest, awarding two cash prizes of $5,000 and iPads for all second place finishers. The contest encourages developers to create location-based services and applications that can be deployed across the Veriplace platform and remotely locate over 150 million phones in the U.S. Prizes will be awarded for Best location-aware Advertising or Marketing, Best Social app, Best Enterprise app and Most Innovative. The contest runs through July 1 and winners will be announced on July 26. Check out the contest site for details.