Marketing in Vietnam’s Digital Age
A lot of what you do focuses on the digital sphere. Are there still opportunities to market successfully on non-digital platforms?
For me, marketing is marketing. Online and offline are just means or platforms for me. At the end of the day, a brand is all about a promise and performance. And marketing's job is to make that promise so appealing that customers engage with the brand. With regards to whether using solely online or offline or a hybrid of the two, again it's about the product, the market and, of course, the resources the marketing team has. Many marketers, I guess, will relate to the fact that we don't have unlimited resources. So one of the key skills for a senior marketer is to be able to identify which channels or platforms will best serve their brand goals. I believe that businesses who are following a B2B model lean towards more offline marketing investment like events and activations where they can directly have a person-to-person touchpoint with the audience. But then again, as I said, it really depends on the product, market and budget, among many other things.
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Are there any digital technologies currently being developed that you're excited to market with? How do you think digital marketing will change in the next year or two?
Digital technologies on virtual reality (VR) and augmented reality (AR) is what I'm really excited about. I think it's a completely different league, although challenges on the hardware side might limit mass access of a full-on VR experience. Big players like Apple are investing on mixed reality (MR) and AR, so I believe the next trend of marketing campaigns will be in this field. Here in Vietnam, however, there are still a lot of opportunities untapped in terms of the possibilities on video ads and the mobile ecosystem.
How do you communicate effectively with a millennial audience? What do they want to hear, and what pushes them away?
Communicating to millennials for me is all about a conversational approach. This I believe is the impact of more personal screens like our mobile phones and laptops, which this generation is accustomed to. Hence, we call them the digital natives. We say in marketing that the type of content we publish will also depend on the type of screen it will be placed on. Less personal skills like billboards or digital out-of-home (OOH) placements, which use more "announcement" type of content, while personal screens like our mobile phones use a more conversational approach. Millennials have a "Me, Me, Me" approach to the way they behave in the online ecosystem. Hence the birth of selfie and all those other apps and product features showcasing none other than "ME". This I believe translates to an approach in content writing where the reader, millennials in this case, can immediately relate to the subject. They have short attention spans and it gets shorter every year. So what they see, hear and experience in the first five seconds is crucial.
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The news is now talking about Generation Z, the younger generation after millennials. How does this younger generation differ from millennials in terms of optimal marketing strategies?
Generation Z is a target market for me, that will materialise a 100 percent digital-only funnel. This generation is so used to using and engaging through gadgets that the need for a phone call or a meeting with a sales rep won't be needed as much as with previous generations. This, however, poses a great challenge not only to marketers but product owners on how to make their websites or apps at their optimal level of UX/UI [user interface/user experience]. This also implies that marketers need to be, more than ever, digital savvy.
Engagement is a big issue in digital marketing. What incentives (emotional or physical) are necessary to drive up engagement, and how does this potentially translate to ROI?
So in my previous answers, I tapped product, placement, price... I guess this question falls under promotion. So we completed the basic 4Ps. Not the pizza! Promotion is part of the framing strategy in marketing. A campaign may or may not have it; it depends on how it will, as you said, engage users. Now there are different levels of engagement. One of the most basic and frequently used interpretation of this is Social Media Engagement, because Facebook labelled it as such and it is easily trackable. Engagement can also be a simple ad click by your audience or it can be an actual conversation you had with the audience on the forum discussion panel. So it varies. What's important is a positive touchpoint between the audience and the brand. And again, with or without incentives or promotions. Big brands like LV, Ferrari and all these top tier brands never use discounts as a promotion strategy, for example, because it goes against their brand positioning. Group buying sites, for example, like NhomMua or HotDeal use it on a regular basis because they use low prices to initiate sales. As to how engagement converts into an actual ROI, I suggest that brands should build a proper Funnel. From awareness to revenue and to repeat purchases. And this is not only a marketing job—sales and other senior leaders should be involved in this process.
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Your biggest advice for anyone trying to get into the digital marketing game?
For those folks wanting a career in digital marketing: don't rely on what's taught at school. This industry is very exciting but whatever we do today can be completely irrelevant tomorrow as technology and user behaviour change so quickly. Having said that, the possibilities of discovering and pioneering new things in this field are massive. Don't try to do what's already done. The rapid changes in the industry also mean opportunities for new bloods and the old to create and innovate new ways of communicating brand promise to your audience, be it digital or on another platform.
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