This webinar discusses the need for sophisticated coordination and integration of your online program’s promotional strategy with other marketing channels such as social media, corporate intra- and internet sites, and offline sales and marketing materials.
This discussion includes:
How to select your channels
Determine promotion timing
Tailor messages by channel
Incorporate metrics to measure your success
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Pre_Scribed webinar 4: Coordinate Your Channels
1. 6 doses for a healthy
global online marketing launch
Webinar 4: Coordinate Your Channels
Presented by: Rob DeMento, Nicole Holly, Greg Lyon & Christine Mortensen
Ask questions:
• though the Chat window in the upper right corner of your screen to: Pre_Scribed -
Questions
• via Twitter to @Pre_Scribed
• via email at Pre_Scribed@vodori.com
Audio access:
Pre_Scribed is a webinar series sponsored by:
Phone number: 1-650-429-3300
Access Code: 793-613-692
Meeting Password: Wave1234
2. Pre_Scribed Webinar Series Overview
6 Modules about Developing a Successful Online Marketing
Program for Biotech, Pharmaceutical and Healthcare
Companies
1 Define Goals for Your Global Online Marketing Program
2 Find Partners & Devise a Game Plan
3 Design Content to Fit Your Goals
4 Coordinate your Channels
5 Implement Your Program
6 Evaluate Your Success, Maintain Momentum, and Grow Your Program
Please stay in touch with us through Twitter by following us @Pre_Scribed and also by
checking our Pre_Scribed page (http://www.vodori.com/pre-scribed.html) for updates.
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3. Pre_Scribed Your Communication Ecosystem: Coordinating Offline & Digital
Content
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4. Pre_Scribed Your Goals Defined
Remember your objectives:
Brand
Elevating the awareness of your brand, product or service
Awareness
Education Educating patients, HCPs, and caregivers
Customer
Supporting or evolving the patient relationship
Service
Lead
Filling the pipeline through conversions
Generation
Community
Fostering engagement through community building
Building
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5. Pre_Scribed Digital Channel Objectives and Strengths
Channel Objective Strength
• Providing detailed product/service information
Consideration
Therapy.com • “Prescription” facilitation (e.g., financial assistance, doctor discussion
Conversion
guides, etc.)
Education • Educate patients on disease state information
DiseaseState.com Consideration • Provide treatment option information
Support • Patient and caregiver support
Brand Awareness
Video (delivery • Visual storytelling
Lead Generation
mechanism varies) • Highlighting people and the impact of your brand
Education
Brand Awareness • Constant source of industry news and information
Blogs
Lead Generation • Diversified content: images, video, or embedded media
• Real time communication and help
Customer Care
Twitter & Facebook • Sharing content, news, and community information
Brand Awareness
• Public collaboration, conversations, and relationship building
• Providing detailed product/service information
Consideration
Company.com • Purchase facilitation (e.g., shopping cart functionality, demo request,
Conversion
download, etc.)
Source: Adapted from Spredfast-SocialMediaPlanningGuide.pdf, 3/28/2011
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6. Pre_Scribed Map Out Your Channels
Visualize alignment of tactics with your digital marketing funnel:
Awareness Consideration Conversion Loyalty Advocacy
SEM
Twitter
Email
DiseaseState.com
Therapy.com
Sign-up Page
Mobile App
Social Media
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7. Pre_Scribed Defining Business Events and Their Impact on Marketing
Within Company Control Partial Company Control Outside Company Control
Product Launches Competitors
Importance to Marketing Efforts
Conferences FDA Actions
Sales Meetings Labeling Changes
New Data Available Generic Launches
Close of Fiscal Year FDA Guidance
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8. Pre_Scribed Aligning Business to Content: Publication Calendar
Ensure timeliness of your content by mapping out your content in advance:
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9. Pre_Scribed Tactical Execution: Blog Publication Calendar
Overview of process for ongoing content support and execution: corporate blog
① Concept ideation & research
② Notes by the “Author”
③ Supplemental research
④ Concept approval
⑤ Calendaring for publication
⑥ Copywriting
⑦ Review & revision
⑧ Final prep (images, layout, etc.)
⑨ Final approval
⑩ Publication
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10. Pre_Scribed Define Real World Application with Personas in Mind
“Michelle” At-a-Glance
• 37 year old stay-at-home mother
• Diagnosed with diabetes at 19
• Married with 3 kids under 12
• Using the web increasingly often–
even has a “mommy” blog
• Excited about & comfortable using
social media
• Relies on husband, HCP, and online
“mommy” community for diabetic
support
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11. Pre_Scribed Crafting Tone, Message & Content for Patients, HCPs, and
Caregivers
Consider persona attributes: And what they mean for content:
Digital Savvy
Mobile optimization is key; enable key
sharing functionality for patient syndication
Self-Reliance
In-depth product and disease-state
information to satisfy informational hunger
Brand Allegiance
Consider development of additional tools to
supplement brand experience
Disease Knowledge
Develop in-depth content with near-
scientific detail to build existing knowledge
Education Level
Tone geared towards higher reading levels;
again points to a more scientific tone
Disease Vigilance
Additional support for tools to assist patient
in disease management
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12. Pre_Scribed Managing Your Internal and External Teams
Most companies work with a number of partners to execute their marketing plans:
Your Marketing Team
Regulatory Team Market Research Database Mgmt.
• Review promo claims • Conduct research • Store contact info
• Correspond with FDA • Report on trends • Trigger CRM messages
Corporate Comm. Ad Agency Fulfillment
• Corporate images • Mass media/Print • Store materials
• Manage intranet • Messaging • Distribute collateral
Sales Team Digital Agency Media Buying
• Daily use of materials • Websites & SEO • Develop media plan
• Field insights • Promo: SEM, Email • Purchase ad space
Call Center PR
• Handle inbound calls • Press releases
• Outbound call plans • News monitoring
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13. Pre_Scribed Partner Coordination Necessary for a Cohesive Campaign
It is critical to facilitate coordination among partners to execute an integrated campaign:
• Ad Agency
• Digital Agency
Agency • Media Buying
Partners • Market Research
• PR
• Regulatory
• Corporate Comm. Campaign
Internal • Call Center
• Sales Execution
• CRM
• Fulfillment
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14. Pre_Scribed How to Reap the Benefits of Partner Integration
Best Practices for Partner Integration Benefits
• Regularly scheduled cross-functional • Equal knowledge base across
status meetings to discuss projects partners
• Process for announcing new tactics • More minds considering the same
to all partners issues
• Comprehensive brand and message • Consistent messaging across
guidelines channels
• Brand objectives and market • Facilitate cross-channel promotion
research shared across partners
• Sharing of Regulatory updates
• Introduce contacts and encourage
• Asset sharing
collaboration
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15. Pre_Scribed Example: Channel Coordination for a Patient Event
Digital Agency:
Email Management
Physician’s Office:
Company: Content & Planning
• Database
Management Event Agency:
• Event Venue & Event
Management Coordination
• RSVPs
• Marketing
Patients
(including advocates)
Ad Agency:
Direct Mail
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16. Pre_Scribed Channel Coordination Case Study: Allergan’s LAP-BAND
YouTube
Print Ads Website
Blog Twitter
LAP-BAND
Marketing
Mobile App Channels Facebook
Mail Email
Text
Phone Calls Messages
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17. Pre_Scribed Channel Coordination Case Study: Allergan’s LAP-BAND
Successes
Patient Journey Registration:
• Registrants segmented according to stage in the product consideration process
and preferred communication types
• Ensures that the right message is delivered through the right vehicle
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18. Pre_Scribed Channel Coordination Case Study: Allergan’s LAP-BAND
Successes
Messages, imagery, graphics, color palette from online and offline channels reinforce one
another to guide a prospect towards talking with their surgeon about the procedure:
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19. Pre_Scribed Channel Coordination Case Study: Allergan’s LAP-BAND
Hiccups
Negative publicity when surgeon- Translation of offline info kit to
sponsored billboard ads misportrayed downloadable online version
the LAP-BAND product • PDFs of pieces designed for print posted
• Although not funded by Allergan, the online do not offer best usability
company could benefit from the experience
promotion • Welcome letter to “John Q. Sample;”
• Allergan volunteered to provide ad would have been personalized prior to
guidelines to surgeons printing and should have been updated
before posting for potential patients
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20. Pre_Scribed Metrics & Measurement: Selecting Impactful Analytics
Organic Search SEM Banner Ads Offline Promotions
M
Awareness Content SEO
“Lifestyle” or Product & A
Do Microsites
Disease State Sites Company Sites
Nothing N
There
Consideration
are lots of opportunities to collect, track, and M
Technical SEO
A
report data on customer behavior. Find the optimum
L
blend of metrics that unearth tangible insights and
Customer Y
Purchase
Conversion motivate Opt-In decision-making.
smart M T
I
Exclusive Email Member C
Promotions
Content Marketing Privileges
Loyalty M S
Reviews &
Advocacy/ Communities Social Media Forums
Word of Mouth Ratings M
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21. Pre_Scribed Metrics & Measurement: Using Analytics to Drive Actions
Before your Program:
Create a list of “make or break” metrics in order to track success
Work backwards from business objectives to unearth metrics that matter
Create a “skeleton” report of desired metrics and collaborate with different business
functions to verify it’s impact
Possess a thorough understanding of what data is necessary to enact change and
recommend new strategies
During your Program:
Schedule weekly, bi-weekly, and monthly check-ins to stay on top of the data
Double check tracking methods to ensure that metrics are accurate
Implement incremental changes (if possible) on a weekly or bi-weekly basis
Reporting:
Reporting is often routine and “empty”; ensure that every key point of analysis results
in a business recommendation and corresponding action
Utilize custom and automated reporting capabilities in analytics suites such
as Google Analytics and Omniture to minimize manual workload
Wash, Rinse, Repeat!
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22. Pre_Scribed Thank You!
Ask questions:
via Twitter to @Pre_Scribed
• via email at Pre_Scribed@vodori.com
To learn more about this series, visit:
http://www.vodori.com/pre-scribed.html
For further information about this presentation, contact:
Rob DeMento
• 312.324.3626
rob.demento@vodori.com
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Editor's Notes
RobMention questions
Rob
C
CWhich of the following describes your objectives? Prioritize your objectives into primary and secondary goals.Brand Awareness - elevating the awareness of your brand, product or serviceEducation – providing data to your audience that informs and/or instructsCustomer Service - better catering to the needs of your customers, for support or general relationship managementLead Generation - fill the pipeline for your Sales team through online conversions that turn into leadsCommunity Building - fostering engagement and dialogue to build a community of supportive customers and fans who develop a relationship with you
C
CBy this point you’ve already taken a look at the channels you are actively participating in (Owned Channels). Now we want to map these and see where they align within the marketing funnel. What are the digital touch-points for each of these properties. By taking a high-level look it will start to become clear where your opportunities lay. Fill gaps, make connections between channels.Are there untapped channels that your organization should leverage? Are there properties that have become stagnant that should be revived or abandoned all together?Q&A: How do you know when a channel should be abandoned? When it is no longer fulfilling your objectives and/or your users objectives
R[Rob to Animate] Defining upcoming business events can help guide the development of marketing plans by bringing to light critical deadlines. The degree of certainty around the timing for these events varies, often based on the amount of control a company has on the event, making some easier to plan for than others.
RDetermine how often each of these channels needs to be updated in order to remain relevant. Some channels inherently require more upkeep than others. A blog should be updated at least once a month (the more often the better). Social channels like twitter and Facebook require much more upkeep but don’t take as long to create content (a few updates a week is generally okay). But no matter what channel you’re publishing to the content should ladder up to a broader strategy (like we defined in Chapter 1). What “events” or campaigns are important to your organization throughout the year? Get those on a promotional calendar. The format can vary from a simple list or a more calendar-like format but the goal is the same;
R
CTo take this one step further and to get a clearer sense of how this translates into audience touch points go back to your users personas. Choose one and put yourself in their shoes. How would they logically move from one channel to the next in a real world situation? Be sure to consider offline touch-points in this exercise as well. Remember that it takes many well-orchestrated touches to get to a conversion.
[Animate] In this case we’re looking at the patient persona.
NWith each partner focused on their area of expertise, it can be easy for information silos to form.
N
N
NCompany sends marketing materials to patients and physicians, encouraging them to sign up for updates to build databaseCompany determines city and date for upcoming event and communicates to event agencyEvent agency contacts physicians to schedule a speaker and books venueOnce speaker and venue confirmed, event agency provides details to the ad agency and digital agencyThe ad agency and digital agency develop email and direct mail invitations and send to company for approvalAfter company approval on invites, the ad agency and digital agency distribute them to the appropriate patients within the databasePatients and physicians may talk to one another about the upcoming eventThen patients and physicians will send their RSVPs, questions, and feedback to the company
NYouTube Content, several videos posted about a month ago that seem geared to overcome barriers for those considering surgery, prior to that there was a large gap between postings; Patient Journey tool as a separate channel? Or lump in with website?Print YouTubeWebsiteTwitterFacebookEmailText messagesPhoneDirect MailMobile App.Blog
NWhen delivering messages across a number of channels, it is important that efforts support each other in achieving primary objectives. Allergan’s LAP-BAND campaign did this successfully in a number of ways…General company/LAP-BAND info prior to this?
NWhen delivering messages across a number of channels, it is important that efforts support each other in achieving primary objectives. Allergan’s LAP-BAND campaign did this successfully in a number of ways…General company/LAP-BAND info prior to this?