
Re: Clients Unimpressed with Agencies’ Digital
Pardon the baby analogy (just became a first time father last month) but say your newborn makes a wheezing sound when drinking his milk. Are you likely to see your family general practitioner (GP) who has treated three generations of your family with the same old tried and tested cough mixture? Or will you see a highly recommended pediatrician who probably knows baby-related issues best? I think you catch the drift.
Therefore, the findings stated in this article came as little surprise to me, especially so when traditional creative agencies (my GP in this case) proclaim themselves to be digital marketing specialists by hiring a couple of digital “evangelists” or acquiring digital shops only to have them create online versions of TVCs and print ads (the same old cough mixture). Or worse still, when their idea of a social media strategy for their client is a Facebook game or a fan page.
What most do not get is that digital marketing isn’t about creating brochureware online and that creating a Facebook fan page or a Twitter account doesn’t constitute a social media strategy. More importantly, digital isn’t merely another communication delivery channel/media, though as one, it has become more pervasive and relevant than ever before. Digital is a way of life which is intrinsically linked to technology. Think email and instant messaging, search engines, social commerce, digital TV, electronic newspapers, the iPOD, eBook readers, GPS on mobile phones, etc. It has changed where, how and what we use to communicate, search for information, purchase that new notebook, watch (and interact with) our favourite TV show, consumer our daily news, listen to our music, read our books, find the nearest petrol station, and the list goes on. Utilising these technologies for brand building, marketing and business benefit requires one to embrace change and innovation – which most traditional creative agencies find difficult to do for a variety of reasons.
Why specialist digital marketing agencies, and particularly independent ones, are better at accepting change and embracing innovation is simply because we are nimble (and therefore flexible) and because we are in the business of leveraging technology (which is in constant and rapid evolution) to create marketing impact for our clients. In fact, our very survival depends on our ability to evolve and innovate.
Another reason why specialist digital marketing agencies (and often media agencies as well) are the preferred port of call for clients looking to invest seriously in digital marketing is due to our understanding and investment in the area of tracking, i.e. analytics. Admittedly much still needs to be done (even in the case of the specialist digital agencies in this part of the world) to strengthen on our analytics competencies. Even more needs to be done to educate clients on how digital ROI is measured if we want to see digital spends increase to the levels seen in the West – lack of ROI understanding or measurement appears to be the biggest barrier to clients increasing their budget on digital marketing.
Perhaps most threatening to the traditional agencies, specialist digital marketing agencies (and particularly the large independent ones) are steadily evolving into creative business consultants, i.e. technology not just for marketing communications, but also for driving business growth for clients through customer relationship management, product innovation, and channel development. This certainly seems to be the trend in the U.S. and in Europe where a host of big brands have started to engage “digitally bred” creative business consultants (e.g. SapientNitro) for strategic marketing campaigns as opposed to their traditional creative counterparts.
Will we see a similar trend in Asia and therefore a growing role and relevance of specialist digital agencies to big brands in Asia looking for innovative business solutions? Well, let’s just say that one can’t think of any compelling reasons to suggest otherwise.
For the record, my GP diagnosed my son’s wheezing to be the result of a cough while the pediatrician correctly identified it to be a reflux issue. As you can imagine, I’m likely to be seeing the pediatrician for some time to come (as much as I swear by my GP) when it comes to my little one.
There’s a reason why there’s a term called specialists.