A Version of the 80/20 Rule

Here's the share of next year's sales from existing customers (y) as a function of customer file quality (0.1 = great customers, 1.0 = worst customers).

4% of the customer file delivers 29% of next year's housefile sales.

20% of the customer file delivers 65% of next year's housefile sales.

50% of the customer file delivers 88% of next year's housefile sales.

This client needs to take the top 4% of the housefile and do SOMETHING to reward them. Not points. Not a loyalty program. Something meaningful.

I mean, the relationship above is for sales. When I plot profit? Woo-wee!

Having great customers helps your customer acquisition efforts. Great customers generate so much profit that their profit rolls into your long-term value calculations - and long-term value dictates how much you can spend to acquire a customer.

It's all circular, and it's all important.

Email is Different

Yesterday I talked about digital marketing in general, and the fact that one business generally attributed digital marketing efforts to either the very best customers or new customers.

Email is different. For the same business I discussed yesterday, here's what I learned.

• 31% of email sales were attributed to the best 4% of the customer file.
• 61% of email sales were attributed to the top 16% of the customer file.
• 5% of email sales were attributed to new customers.

The 61/16 ratio cited above is not uncommon. You're using a virtually free marketing channel to speak to your best customers.

Here's a fun one for you ... I once analyzed the results of an email mail/holdout test. In the mailed portion of the test, customers were much more likely to have orders attributed to Search and Facebook and Display. The very act of enticing a customer to buy via email marketing caused customers to presumably comparison shop elsewhere, touching other channels (and racking up additional expense) before (maybe) purchasing. In other words, email marketing was not virtually free. Email marketing caused expenses to increase in other channels.

Isn't that fun!

Email, as you already know, is entirely different from every other form of marketing. Give it 3% of your mental bandwidth and miss out on File Power, profit, and the audience that it serves (i.e. your best customers).

That's How We Get Our New Customers

At least that's what the Executive said when I asked him about various online marketing tactics.

A look at his customer file told a different story.

• 19% of his digital marketing budget was attributed to the top 4% of his customer file.
• 31% of his digital marketing budget was attributed to the 5th percentile to the 24th percentile of his customer file.
• 24% of his digital marketing budget was attributed to new customers.

In other words, it was the very best customers consuming online marketing tactics, or new customers consumed online marketing tactics.

Sometimes we just miss the point of everything we're doing. We're not "bidding on a keyword". I mean, that's the tactical thing we're doing. What is the strategic thing we're doing? It's like we're Billy Beane in Moneyball yelling at the scouts "What's the problem we're trying to solve?"

We're trying to increase File Power. And for some reason our best customers know we sell widgets and are out there on Google searching for widgets anyway. What's the problem we're trying to solve when that happens?? Once you answer that question, the tactics employed to solve the problem are different than "bidding on a keyword". Obviously. We just don't ever want to answer the question, do we?

File Power In Practice

So I'm exchanging emails with a digital marketing expert - this person is excited because he acquired new customers at a $10 ROAS.

Now, I already knew the answer (as do you), but I asked the expert if that was a profitable outcome?

His response? "I don't know. I just know that's a good ROAS".

In practice, you have an existing customer base. The existing customer base is capable of spending "x", you'll spend "y" marketing to the customer, yielding "z" dollars of profit.

Profit is a function of the life stage the customer is in. Somebody acquired customers five years ago, and the work that somebody performed back then ends up in your pocketbook via a bonus today, because those customers keep generating profit.

In practice, we want a powerful file. We want as many customers as we can afford, and we want them to generate as much subsequent profit as they can possibly generate. When we figure out ways to generate more profit out of a customer, we are allowed to spend more money acquiring customers ... this behavior is circular because then we have more customers, generating more File Power, allowing us to acquire even more customers.

In my projects, I keep seeing instances of companies that cannot acquire enough new customers to grow. This seems like a Customer Acquisition problem (and it most certainly is a Customer Acquisition problem), but it is also a Customer Loyalty problem. When we cannot figure out how to generate more profit out of a customer, we have to back off on Customer Acquisition to make sure we generate enough short-term profit. Our Customer Loyalty problem accelerates our Customer Acquisition problem.

What drives Customer Loyalty more than anything else?

Merchandise Productivity.

In other words, there's a lot of interconnected pieces. If we take our eyes off of any one of the connected pieces, we lose profit, which hurts our ability to acquire new customers, which shrinks the customer file, which lowers File Power, which costs us more profit, and the circular problem continues iterating through the business.

Everything we do impacts File Power.

So yeah, we want to study File Power, don't we?

Updated Project Offering

To reflect the style of work I'm performing in 2022, I updated my "Hire Kevin" page. Click here for details.

I do have an opening for a project beginning August 15, so if you were thinking about something regarding customer behavior, let's talk.

The Power of File Power

Nice use of words, huh?

Here's something that I frequently see in my work. Look at rebuy rates by segment.

In each segment, rebuy rates are identical on a year-over-year basis.

However, rebuy rates in 2022 are 26.3% whereas rebuy rates were 24.3% the year prior.

This happens because of File Power ... you have 50 more 1x buyers, 200 more 2x buyers, and 250 more 3x+ buyers in 2022. Those customers pay you back.

Management cannot take credit for the increase in Rebuy Rates.

Well, that's not entirely true ... the increase in Rebuy Rates isn't because of anything they've done special this year, it's because of the hard work done by the entire company in previous years.

Story-Based Customer Acquisition

Here's an ad I received. Tell me what the story is that the author is communicating to me.

Now tell me what story is being told here.

The clients I work with who have the best customer acquisition results also have what I'd call "Story-Based Customer Acquisition". They're not just slapping horrifically intrusive/boring ads upon people and saying they're leveraging an "omnichannel advertising approach".

Instead, the best clients have a story to tell, and they use channels to tell the story.