Masterclassing New York: The Emotional Journey of Connecting with Customers

You can never underestimate the power of great experience in driving performance, and that great experience relies on connecting with your customers. It’s an emotional journey to get from the moments of wonder to the “I Do”, but in our recent Masterclassing roundtable with sister company Joystick, we gave practical advice for navigating that customer journey.

Making Emotional Connections

It can be hard to think about digital marketing beyond its impact to the bottom line, but we should be striving for truly great marketing that makes us feel something different: be it wonder, curiosity, excitement or fear of missing out. It is those feelings that create an emotional connection with your brand and ultimately establish customer loyalty.

But you aren’t going to make that connection with Paid Search ads that say the same thing or with retargeting ads that follow you around for months regardless of who you are, or emails that clog up your inbox. What we should be doing is putting the romance back into marketing: connecting over time to develop a solid relationship.

Lucky for us, Forrester is predicting that 2019 will be the year that marketing “gets sexy again”. The report claims that CMOs are the executives most responsible for customer experience, which has stagnated year after year. Forrester expects that, in order to combat this, companies will undergo bold brand transformations. They won’t need to rebrand, but Forrester instead predicts that they’ll need to refocus on branding so as to catch the eye of the consumer.

Let’s Start Dating

It all starts with the customer, doesn’t it? And that customer is searching for something. You’ve done your research, pulled your insights but first, you have to meet. So what’s your opening line? How do you stand out from the crowd? You have to meet your customer at a time when you are relevant to them, so pique their interest on Search. They’ll swipe right when they’re ready.

Once you’ve got them interested, it’s time to add some sizzle. With high impact creative you can create excitement.  If you’re a retailer, create an environment which allows them to browse shoppable products set within a real-life setting. By creating these real-life environments you can establish your branding and resonate with the consumer.

You then need to spend some quality time together with personalized dynamic creative. This is where you focus on each other’s interests, build loyalty, and extend your relationship. Say a customer put a tennis racket in their basket but didn’t purchase – target them with a discount code on that racket to encourage their conversion. If they have previously purchased a racket, instead target them with related products like tennis balls.

After you’ve spent some time in a relationship, it’s time to get engaged. Make sure it’s a great experience; frictionless like the iPhone. Make it convenient, such as Warby Parker. And always look for moments to make someone feel special like Eileen Fisher.

If you get the whole thing right, they’re sure to say “I Do”.

Want to view our presentation? You can download the slides from Masterclass on Slideshare.

NMPi and DQ&A Complete Acquisition of Creative Specialist, Joystick

Joystick officially joins the NMPi and DQ&A family today, as we sign the contracts and complete the acquisition. After announcing our agreement to acquire Joystick at Cannes a few weeks ago, we are very excited to begin working with them to reinvent what it means to be a customer-centric digital marketing specialist – whether that’s as a creative, media, or technology specialist.

Together, this means that we can provide a more complete digital marketing service focused on a brilliant customer experience. Not only can we offer digital media strategy and management across Paid Search, Display and Paid Social advertising, but we can also offer targeted and personalised creative solutions at scale, such as Dynamic Ads, Programmatic Creative, and Rich Media Display Ads, and even tailored digital experiences with Responsive Website Development, Experiential Apps and Campaign Landing Pages.

“It’s been months of hard work from many people on our teams, and we’re very excited to start building on this relationship and working closely with the Joystick team,” says NMPi CEO Luke Judge. “Together, we will be able to improve the way that people engage with advertising, and break down the silos that have found their way into the industry.”

Sara Francis, CEO of Joystick added, “It was incredibly important for us to find a partner who shares our ideals and our belief that the perfect blend of technology, data and artistry makes every execution smarter, more dynamic and more effective. NMPi and DQ&A are a perfect fit, and we are looking forward to the future.”

Joystick bring over 90 digital creative experts across 5 international offices to the group, increasing our global presence to over 340 employees across 16 offices from Los Angeles to Malaysia. They bring with them an extensive clientele that includes Google, HBO, Disney and Kroger, adding to NMPi and DQ&A’s clients such as, L’Oréal, Papa John’s,  Hanes, Freeview, Melia Hotels, and Samsung.

Joystick will be making their first official outing as part of the family at our July seminar, “Great Experience: Where Art and Science Meet.”

We’ll be bringing together speakers from NMPi, DQ&A and Joystick as well as Harvey Nichols and Charlotte Tilbury to show how you can break down the silos between media, creative and technology to drive flawless customer experience. It’ll be one you won’t want to miss, so make sure you register to join us in London, or on our live stream: Register Now

This acquisition was completed by NMPi and DQ&A UK’s parent company, Net Media Planet Ltd.

Introducing: Sara Francis, CEO of Joystick

A few weeks ago NMPi announced that we would be acquiring US creative specialists, Joystick. We are very excited to have Joystick’s entire leadership team, including Sara Francis, remain on post-acquisition.

Sara has over 18 years experience in digital marketing, having begun her career primarily focused on entertainment working for such companies as Miramax, Deep Focus, and Moxie Interactive. In 2010 she began her career at Joystick, leading the Los Angeles office and account management team company-wide before being elevated to CEO. 

We sat down with Sara to find out more about her, the agency, and what she’s looking forward to about this acquisition.

How do you think the industry will benefit from a joint media and creative agency?

Every digital touchpoint is an opportunity to create a connection and a conversation with the audience. At Joystick, our quality creative plays an integral part in campaign performance and ROI, something that is lacking in many campaigns. But oftentimes creative work is created without a complete picture of the consumer journey, making it hard to truly have an impact.

By joining forces with NMPi, we are able to close the gap between creative, media and technology. Media and creative have been extremely fragmented, now that we’re together, we can break down the barriers that exist. We’ll have more control over the customer touch points and the consumer’s experience throughout the brand journey.  

This may sound lofty, but we want to build a web where people love ads. Love them because they’re a great experience and are useful. This is what inspires us every day and we believe we’re working with the right partners and clients to make this happen.

What innovative technologies and strategies do you think NMPi will gain from adding a creative perspective to their digital offering? Conversely, what insight will Joystick gain from partnering with a global digital agency such as NMPi?

Joystick is one of the first creatively-led agencies with deep expertise in ad technology. This will add a number of complimentary service offerings to NMPi. Our work in innovative technologies will add a robust offering to brands who are looking to add immersive experiences to their mix or augment their voice and visual search strategies.

Conversely, we look forward to combining our dynamic creative expertise with NMPi’s skilled programmatic strategists to offer a full-service solution unmatched by others. We’ll have audience and creative alignment that will enable us to create truly personalized creative and ad relevancy that delivers results.

What plans for growth do you have in the upcoming year?

Well for starters, we’ll need to service a global client base and expand existing services into new markets. We also see immediate opportunity to expand how we’re working with our current technology vendors.

So all of this will mean that we’ll need to grow our team and invest in our talent to learn about how to bring our collective services together. We see our new global footprint and expanded capabilities as a huge opportunity for growth.

What are the challenges facing digital marketers in the coming twelve months?

We’ve been having meaningful discussions with brands around how they think about activating brand and business growth. We all desire to create meaningful brands fueled by consumer-first thinking and data. Many want to know how to action their data and sequence ads and content to work together to keep things fresh and relevant to consumers at any moment.

We’ve also heard a lot about the challenge of maintaining creative quality with programmatic buying. That’s a challenge we’re going to take head-on. We’re bringing high touch creative to programmatic. We plan to roll out a suite of high impact creative formats for programmatic delivery which is something the industry desperately needs.

What do you look forward to most with this partnership?

We look forward to re-imagining what it means to be digital marketing specialists. We are in essence bringing art and science together. Data-driven creative is our art. And with our creative chops combined with the expert minds of NMPi’s analysts, we can push that even further.

We are also looking forward to expanding our global footprint to have service areas in 16 countries and a team of over 340 of the most highly trained experts across search, display, video, social, data and analytics.

Personally, I’m excited about the opportunity to collaborate with our collective of agencies. We’re all specialists in our respective disciplines and we now can work closely and non-competitively on what the future agency model looks like.

What is the most exciting recent development in digital marketing?

Well, to be honest, there are always exciting new developments in digital marketing. We’re always developing emerging formats using new advancements in technology and putting them to work in new ways.

We’re also happy to see that platforms are doing more to create a space to give a creative a voice. Great creative is finally getting a spotlight again which is a huge priority for us.

And lastly, what is your favourite project that you have worked on?

There are so many I consider my favorite, it’s hard to pick just one. A recent favorite would have to be the voice-enabled unit that we worked on with our client and partner True[X] for Amazon Echo. Our team had seen how more and more people were using voice search and we wanted to see if we could put this to work in an ad by using speech to text conversion technology. When True[X] came to us with a voice-activated experience they were working on with Amazon Echo, we had a couple of approaches to recommend. The result was a highly engaging and entertaining voice-enabled ad unit that featured the Echo’s capabilities in a compelling way. This is a great example of the true collaboration we love having with all our partnerships.

 

NMPi to Acquire Creative Specialist, Joystick

Today, we are so delighted to announce that NMPi and our sister company, DQ&A, have agreed to acquire a fantastic international digital creative specialist, called Joystick.

Established in 2006, and now with a team of over 90 digital creative experts in New York, Los Angeles, London, Santo Domingo, and the Philippines, Joystick is a market leading creative specialist with extensive expertise in data-driven dynamic ad technologies, and is one of only four DoubleClick Certified Creative Partners in both the UK and the US.

Joystick works with some really incredible and exciting brands including, Disney, Nissan, HBO, and Kroger. In a recent project for Google, Joystick created a dynamic ad which had over 60,000 different creative variations and was localized for an impressive 22 markets and 7 languages.

We are looking forward to joining forces with a company who shares our belief that the perfect blend of technology, data and artistry makes every execution smarter, more dynamic and more effective.

NMPi CEO, Luke Judge, shared his thoughts on why this acquisition is so important: “As data gives us a better understanding of the consumer and their online journey, we are seeing a rapid shift in the digital ecosystem. It’s no longer about choosing channels to run your marketing activity; now the spotlight is on creating a flawless experience for the consumer. This is exactly why we are focused on reinventing what it means to be a digital marketing specialist, and joining forces with Joystick is a major step in that journey, allowing us to offer a more end-to-end service focused on brilliant customer experience.”

With this acquisition, NMPi is now able to directly offer our clients targeted campaign solutions including, Dynamic Ads, Programmatic Creative, and Rich Media Display Ads, as well as tailored digital experiences with Responsive Website Development, Experiential Apps and Campaign Landing Pages.

We sat down with Sara Francis, CEO of Joystick, to get her thoughts on the agreement: “This is an exciting time for our businesses to come together as one strong force. The alignment could not be more perfect with what we do and where we want to go. We look forward to leading the way in digital innovation and collectively creating a compelling offering for clients.”

With over 18 years experience in digital marketing, Sara is a seasoned executive with extensive knowledge in management, client strategy and business development. For the first part of her career, Sara focused primarily on the entertainment vertical working for such companies as Miramax, Deep Focus and Moxie Interactive. In 2010 Sara joined Joystick to lead the Los Angeles office and account management team company-wide before being elevated to CEO.

Our sister company, DQ&A, is Google DoubleClick’s largest EMEA partner in the technology and professional services field. When combined with Joystick’s DoubleClick Creative Partner status, the acquisition forms a strengthened DoubleClick relationship, further solidifying its strategic offering and authenticity within the digital industry.

CEO of DQ&A, Mike Ossendrijver, added: “We saw a significant gap in the market for a solution that will enable our clients to enhance all aspects of the customer’s online media journey, and we couldn’t be more excited to finally close the marketing loop by combining technology, data, media, and now industry-leading creative services. Digital innovation is at the heart of NMPi and DQ&A, and this acquisition will bring further opportunities for us to drive development with the use of Joystick’s Innovation lab and its deep creative industry knowledge and partnerships.”

This news follows our 2017 global expansion into 6 new markets, including 2 offices in the US, as well as our recent acquisition of U.S boutique Paid Social specialists, MediaPact. With DQ&A also launching in South-East Asia, Australia, Africa and Italy, this only serves to strengthen the marketing group’s international presence and localized expertise. As a group, we are now able to boast a global presence of 340 people across 16 offices. 

The acquisition is subject to standard completion procedures and is expected to complete within the month.

If you would like to receive any further information, do not hesitate to get in touch.

NMPi Completes International Expansion with New York & Los Angeles Offices

Today, we are really excited to announce the addition of two new offices to NMPi. Over the past year, we have launched our brand in 8 new markets, including, Australia, Malaysia, the Netherlands, Singapore, Switzerland, South Africa, and now New York and Los Angeles in the US!

We currently works with 27 brands in the US including, Saks Fifth Avenue, and Autodesk. “The US has always been an important region for us,” explains Alex Moody, Partnerships Director, North America. “The NMPi team and I are looking forward to catching up with all our US clients and partners over the coming months and exploring the opportunities that a permanent base provides including, broadening our strong relationship with Google which has been a major factor in our global success.”

With the growth of our global office network, we are now offering 24-hour global support for our clients.

“NMPi offices now cover every timezone around the world, giving our clients access to staff 24-hours a day. It’s really exciting for us to be able to offer this level of service for our clients. Their customers aren’t just shopping 9 to 5 on weekdays, so we want to have them covered no matter what,” says Luke Judge, CEO of NMPi.

The launch of NMPi US follows a significant client win for us. In September this year, we began delivering Paid Search, Display, Paid Social and Analytics services for US retail group, Fullbeauty Brands, and seven of their subsidiary companies. Fullbeauty Brands has specialized in plus-size clothing for women and men in the US for over 100 years and includes the popular brands Jessica London, ellos, Woman Within, and King Size Direct.

According to Vice President of Digital Marketing at Fullbeauty Brands, Bobby Missry, “The transition of our paid media channels for 7 brands has been flawless. They truly feel like an extension of the team rather than an agency.”

In July this year, we announced a strategic partnership with global technology company, Pitney Bowes. We are helping them strengthen their industry-leading global e-commerce offering with enhanced consumer marketing solutions, including international paid-search campaigns, display advertising, social media advertising and fully optimized Google shopping experiences.

“In today’s competitive global environment, retailers need every measure of help they can get in driving top-line growth and running their day-to-day operations,” commented Judge. “Cross-border revenue streams driven by effective digital marketing solutions can help alleviate some of that pressure, but it is often difficult to put the right people and processes in place to get that started. With Pitney Bowes, we will offer retailers scalable, global, digital marketing solutions that meet consumers where they are and guide them to a superior global e-commerce experience.

“As a key market for NMPi, the US was the natural next step to continue our international expansion. Relationships like Fullbeauty Brands, Autodesk  and Pitney Bowes are just the beginning, and we are excited to move forward in 2018.”