As QR codes are beginning to revolutionize the convergence between the web and mobile, building new ways for brands to interact with customers, adding the power of interactivity, data & information for advertising campaigns, I have always found that it is not easy for not so tech-savvy customers to appreciate & experience the power of this technology.I believe that for successful adoption of high-end or innovative technologies, simplicity is key. QR codes still are a bit complicated for wider adoption.

In fact, a few months back in India when I was a part in an internal company marketing conference,  some of the new marketing initiatives had QR codes being integrated as a part of their campaigns. Sadly, neither the channel partners nor the sales folks nor the senior management folks knew how to use or leverage it. It left me thinking about its challenges for wider adoption amongst consumers. 

Recently, I came across an interesting technology called Touchcodes which appealed a lot to me. I loved the simplicity and ease of use. It was a lot more intuitive and did not require new learning from the average consumer.

Here's how it works:

" the new technology works by embedding  a thin layer of capacitive material in printed items like business cards, tickets, magazine pages, or product packaging. When you hold the paper to a capacitive touch screen, it acts like a set of invisible fingers tapping out a complex code that’s interpreted by a Touchcode-enabled app or website."

I believe it has some lovely applications that are very intuitive and comes naturally to us in the way we  are used to doing things :

• Imagine a coupons being distributed by retail stores and can be read on the phone by placing the coupon on the touchscreen of the mobile. This can ensure instant redemption and also trackback mobile nos available against the existing member databases.
• Can be in ads in magazines and the customers can just cut the card and place it on the touchscreen of their mobiles to avail of instant trial/samples.
• Catalogs can be customized with touchcode cards for availing customized offers.
• Imagine holding your phone in a supermarket, touching the pasta box and getting instant recipes on your mobile phone!
• The data captured can be very useful for customized marketing programs

QR Codes are not going away soon but I do see Touchcodes being adopted soon for many applications across offline media, web & mobile.

The "natural interactivity" they come with is a compelling story for marketers.

When I talk and work with people and clients on many assignments, the challenge I find for enterprises to be customer-centric is, how to bring marketing & technology together. Increasingly, technology is getting adopted in many customer-centric channels like never before and marketing is getting more & more real time & thefore technology is becoming a nerve-centre for marketing. The future , I have always thought is the changing( or can I call it merging) role of marketing & technology folks and the need for them to work together.

I read an interesting article today, if there is a need for a CMTO ( Chief Marketing Technology Officer)! I thought this was quite interesting. Who  is a CMTO and what does he or she do?

" A chief marketing technology officer (CTMO) — use whatever label you prefer — is simply the lead marketing technologist, organizing and managing that team. He or she reports to the CMO, not the CIO. Again, this is ultimately a marketing responsibility. There should be collaboration with IT, of course, assuring that marketing fully leverages its infrastructure and complies with technical governance standards. But collaborating is better than being solely dependent."

I find this very thought provoking and I do feel this is doable. The role of the CMTO is to ensure the right technology - either already invested is leveraged across the enterprise or if to be invested is partnered and led by this role - to collaboratively ensure this is adopted enterprise-wide.

Finally, customers must see the benefit of technology in their interaction experience with any company. The role of the CMTO is to make this happen.

With Social Web taking shape over the last couple of years( over 500 million customers are socially networked) and showing signs of aggressive growth, customer profiles are increasingly getting accessible and I see more and more misuse of the same.

The recent one that I have experienced is in Linked-in where I get almost one request a day to join one forum or the other. The forum effectively is a method to network and conduct business without my permission. This is the starting instance of professional misuse of the network. I see this as an evolved spam in the garb networking with your peers in the industry. Similarly in the B2C arena, with google, facebook and  soon to announce google's groupon like services, our data - both demographic and behavioral, is  increasingly getting threatened to be misused. Take another services company Spokeo, they claim to be #1 reverse email company to find email addresses of customers and they are even the first ones to link your physical address with your email address! Days are not far-off when all your information will be out on the web!

In the traditional offline world, there were regulations that were brought-in like DNC lists for telecalling, Unsubscribe for email marketing etc. but these are archiac in the online social world. How do we ensure that content providers and service providers - who trade our data for advertising revenue be controlled? This are exactly the questions customers are being besieged with as there is a huge information overload which can lead to blindspots for marketing programs. 

This is where new service providers seem to be mushrooming. For example - Personal.com is an interesting model where their proposition is:

1. Where customers set the rules to share their data, not companies!
2. It helps customers manage their identify across various services that they access to.
3. Instant personalization of content, offers etc. basis their profiles and information
4. Advertisers compensate customers for having a dialog with them!

I believe the day is not far-off when customers will clamour for control of their data and seek not just commercial returns as it is widely touted but even advice, mentoring, support, customer care/service that they can get for the information they share will evolve. 

Michelin has come-up with lovely idea to connect with their customers - famouslyanonymous.com. This is a great case for open-source marketing! This is perhaps how marketing will be done in the future for many brands.

The Michelin guide was first published in France in 1900 as a free directory that offered listings of hotels to promote road travel which would in turn help sales of Michelin brand tires. By 1926, they started charging for the guide and also started rating the restaurants. Michelin has its secret reviewers going into restaurants and giving them a 3 star rating to them based on their experience. Now, they seem to be making the identity of these reviewers public and therefore giving it a lot of credibility.

Here's my experience of the customer engagement and the gaps that I saw

I had visited the website as it generated a lot of interest in me due to  high decibel PR. While the campaign seems to be at a teaser  stage just now, the website had some interesting content around the history of the guide etc. I wanted to see the interview with the inspectors section and it asked me to comeback on Oct 5th. This is where they I felt they got it all wrong and dropped the ball!

Take a look at some great opportunities to build  the depth of this engagement further with consumers:

1. Interview Alert:  They could have asked me to register for the interview alert with inspectors as and when it happens on the site. A simple and easy trail that I could have left behind - build a prospect database for the guide. I would have gladly agreed to do so. Oct 5th is quite a long way off and I might just forget to revisit the website amongst my other commitments. Hence, the engagement needs to be at the behest of the brand and not leave it to chance of my coming back.
2. E-book Track: Having come-up with a great story on the heritage of the guide, there was an interesting opportunity that seemed to be available - to capture my identity to build a dialog further. Brands need to understand conversations like this happen over multiple touches with  consumers. The heritage story has interesting levers to "extend the conversation"!
3. Leveraging the power of multi-channel for trial:  There is a huge opportunity for this campaign to use a multi-stage, multi-channel campaign approach which seems to have been missed. There is a great case for using mobile marketing by registering the vistors' mobile numbers and texting them on "interesting happenings on this website or restaurants" when they are not on the net. Also, if  consumers don't pre-book, there can be a trigger for the 'trial' of the guide. Consumers could use mobile texting(SMS) or email alerts to know more about a particular restaurant of their interest and their rating. This could act as a "sampling" for the new guide and encourage more purchase interest in the guide. This will open-up new opportunities for dialog and a continous one too.