How Do You Know When A Marketing Channel Is Dying?

Last month I was asked this question. What a good question!

In 1999 at Eddie Bauer, I measured "phone" customers ... those who bought by calling our contact center. About 10% of those customers placed an ecommerce order the next time they purchased. Meanwhile, almost no ecommerce customers placed an order using the phone on a next order.

• Run that relationship out a few years and it became obvious that the marketing channel known as catalog marketing was doomed.
• If you didn't look at the data in this fashion (nobody does), it becomes really difficult to see that a marketing channel is dying. By purposely not running the analysis in this way, one can believe forever that the marketing channel is not dying when it is most certainly not dying.

The relationship I described (identified in 1999) ran like a runaway truck from 2003 - 2013.

• About 30% of phone customers placed their next order online.
• Virtually no online customers placed their next order via the phone.

By the time we got to 2013, catalog marketing as a discipline was done. No, not to the NEMOA audience obviously, but to any rational observer it was done. By 2013 the rate of phone customers shifting online in their next order was back in the 10% - 15% range. In other words, all the customers who were going to convert to online buying had already converted to online buying. The only customers left were all 60+ years old (in 2013 - imagine their age today).

This is how marketing channels die. It happened to Spiegel / JCP / Sears / Wards. It happened to specialty catalogs. It's going to happen to ecommerce brands over the next decade once the AI bubble pops and newer AI-centric business models emerge from the rubble.

There is going to be "something". You might implement "something" on your old-school website that causes customers to change their behavior. You might push your customers to an AI-infused marketplace (don't do that for Heaven's sake). You might generate traffic on your site from an AI-infused marketplace and notice that you don't have the same traffic from Google. Regardless, "it" is going to happen.

• You will measure the dynamic.
• If 20% of customers who bought from the old-school channel last year purchase via the new channel this year ... but very few of the new channel customers go back to the old-school channel, you know that a marketing channel is dying.

How many of you measure marketing channels in this manner, show of hands?