Your customers are everywhere, but here’s why you don’t need to be




  • In today’s Soapbox, focusing on the critical moments in your customer’s journey will increase your odds of delivering an exceptional experience and avoid diluting your resources.

    We think brand leaders pay creative agencies for big, bold ideas. Ironically, they tend to pick the safest option: pushing piles of expected content through as many channels as possible.

    But just because there are more agencies can do, doesn’t mean they should be doing it.

    In fact, research revealed the following conclusion: the future of effective content marketing is, well, less content.

    Blog content, for example, isn’t generating the kind of gains marketers expect given the time and money they put into it. A BuzzSumo analysis of one million blog posts revealed that 50% of randomly selected posts received only eight shares or less.

    New apps aren’t faring much better. In fact, few consumers find branded apps useful at all, with more than 90% of branded apps having fewer than 10,000 downloads.

    So, why are brand leaders still introducing content to new channels despite the low payoff? The competition for attention has never been steeper.

    Now, consider the impact of one of the most celebrated marketing acts in recent memory: Fearless Girl. Billions of impressions generated from a single, culturally relevant brand expression. And yet the marketing team for State Street Global Advisors only spent $250,000 – and that includes working media and production.

    This proves that by limiting your scope of work and focusing on the critical moments in your customer’s journey, two things happen: you increase your odds of delivering an exceptional experience (instead of a potentially mediocre one), and you avoid diluting your resources. It’s a win-win.

    Soapbox is a special feature for marketers in our community to share their observations and opinions about our industry. You can submit your own here.


    Opinions expressed in this article are those of the guest author and not necessarily Marketing Land. Staff authors are listed here.


    About The Author

    Theresa is the President of McMillan, an independent creative agency headquartered in Ottawa, Canada, with offices in NYC that specializes in the brand experience for a global clientele. She’s responsible for plotting the pragmatic course of action through business development, strategic services offerings and industry partnerships that define the agency’s growth and corporate strategies. Theresa’s been a B2C and B2B marketing professional for more than 25 years, honing her craft in the consumer-packaged goods, software and advocacy sectors and is a strategist-by-trade, which has amplified her life-long passion for pulling things apart to see how they work. She brought that insatiable curiosity to McMillan in 2007, building the agency’s strategic services practice from a one-woman operation into the guiding force behind successful projects for Intuit, LexisNexis and Trend Micro, and becoming President in 2018.

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