“Customer attention” metrics key to unlocking content potential

March 1, 2020 by Aimee0
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Marketers want greater access to “customer attention” metrics as they believe more in depth data about content consumption and viewability would drive better performance from campaigns and strategies.

A new study published by Forrester Consulting, titled ‘Attention 2.0: Enhancing Ad Measurement Beyond Clicks & Viewability’, attempts to determine whether customer attention metrics can support more favourable outcomes across the marketing and advertising pipeline.

The conclusion is unanimous. Out of the 164 brand marketers in a range of industries including automotive and retail, 98% said deeper attention metrics would drive greater value for their respective companies and improve returns and ROI over an extended period.

Making sense of data is big business for modern brands but a sizable 84% of marketers said they are not able to keep a track of customer attention when consuming content, especially during mobile ads.

It is no surprise then that four in five marketers said they are eager for more access to pools of customer attention data that can really make a difference to the quality of decision making and to support other positive outcomes.

If they had better access, two-thirds of respondents said they would attempt to improve the process of retargeting and get a better handle on the frequency of ads they need to publish, as well as enhance click-through rates.

With data taking on great import across the business, 63% of respondents said their organisations are planning to spend more on customer attention metrics in 2020, making it a core focus for marketing in general.

Moving back to the use cases for customer attention data, a majority of marketers also want to hone in on metrics to see what can help to “drive brand lift”.

A further 58% also want to be able to test creative to see what formats and mediums would be the best for generating the most attention.

Meanwhile, at a recent CMO Summit, experts have been speaking about the “attention economy” and how to put forward big brand stories to attract and engage customers on a regular basis.

Pocket Aces co-founder, Aditi Shrivastava believes audiences “no longer want to see ads” and instead, crave authentic content with strategic brand placements.

She adds: “We’ve done a lot of consumer studies directly with consumers ranging from age 15 to 35. Digital also helps you to understand their sentiment about their likes and dislikes, so you not only know if they’ve seen your brand but whether they have received the message or not.”

Shrivastava also outlined a few different methods for tracking ROI effectively. For brands with an online presence and a mobile app, measuring downloads is the path with the least resistance to better metrics. For offline brands, marketers should conduct brand studies and look to create a regular content schedule.

She says content should not be viewed as a “one-time activity” and needs to be optimised depending on a company’s needs, goals, and wider targets. It also needs to have a ROI driven mindset behind it to ensure returns are viable from the get-go.

Aimee


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