Discussing marketing automation trends in a COVID world.

Rapid advancements in technology are changing the marketing landscape and COVID-19 has accelerated the need to respond.

Dean Maidment, Managing Director of TaguchiMarketing Pty Ltd, explains the fundamental shifts under way.

Customer relationships are evolving
Australian companies have increased their digital relationship with customers in the COVID world. People are changing their work and buying habits. Shoppers are increasingly comfortable – and even dependent on - interacting with a business through the click of a mouse or a touch of their device. And this is happening whether the relationship occurs online or in store, or a combination of both.

Marketing automation helps business understand and respond to customers
The days of ‘one size fits all’ communication are largely over. Automation technology and data management are becoming critical to customer relationship management. They allow increasingly sophisticated, personalised and timely communication by email, SMS, web and mobile.

Sophisticated analysis of customer data enables business to provide offers, deals and products that are tailored to their customers’ needs, interests and hip pockets. Over time, smart algorithms can learn and adapt and allow business to respond more quickly and effectively.

In this evolving technological dance, the line between marketing and purchasing blurs, as the same digital communication often serves both roles: a customer receives a personalised digital message and transacts with the same message. The ability to do this quickly, frequently and at any scale requires marketing automation technology.

Marketing automation applies to many industries
Major retailers and fast food chains are increasingly using marketing automation to understand their customers and deliver what they want. Instead of waiting for someone to visit their website or for the business to understand what they’ll want next, intelligent marketing automation allows a business to be predictive and proactive.

“In a post-COVID world, a digital experience may become the only interaction customers have with a brand.”

There is no reason why the benefits of a bespoke digital relationship can’t be extended into areas such as financial services.

Whether it is life-cycle management for mortgages, retention of credit card customers or communicating changes around superannuation, marketing automation can play a role.

Marketing automation also offers benefits to franchises, as individual franchisees can localise marketing communications, targeting customers according to their individual profiles and their stores’ local market knowledge.

Data security is increasingly paramount. The acceleration to digital is also highlighting new challenges around data security. Where a customer’s data is stored, who handles it and how it can be used are critical issues facing companies and regulators. COVID-19 has brought this into even greater focus.

The Australian government recently announced a move to protect the sovereignty of citizens’ data and businesses are also seeking more assurance and transparency around data management. That’s why the trend is towards managing and storing Australian data in Australia, as well as having direct access to the people who run the systems.

Taguchi’s technological lead
TaguchiMarketing Pty Ltd (Taguchi®) is an Australian-owned and operated company that has developed a world-class marketing automation system. Taguchi clients include household names such as Domino’s Pizza, Webjet and Accor Hotels.

Taguchi’s multichannel digital marketing platform was recently awarded a US patent for its cutting edge technology that uses Artificial Intelligence (AI) to improve customer reach.

Taguchi clients benefit as they can tailor their customer messages for effective outcomes, and they can measure the return on investment for each message sent.

Users with minimal technical skills can create and implement highly advanced data-driven marketing campaigns, backed by the support of Taguchi’s Australian team of professionals.

Taguchi’s platform complies with the requirements of ISO 27001, and its recently-established Australian data centre completes the full service offered to its clients.

The widespread global dislocation caused by COVID-19 and increasing concerns around sovereignty, business continuity and supply chain surety have put the focus on where a business operates from and who is doing the work.

Taguchi’s platform offers a more advanced, nimble technology developed right here in Australia.

Photo by NASA on Unsplash