The Grand Reopening of the U.S. Economy Will Happen, So Plan for It by Cleansing Customer Data
I love defaulting to optimism – even in the darkest of times. It’s been part of my survival mechanism through all sorts of crises. That being said, we are in uncharted territory in this new normal, much as we were in previous economic downturns and recessions. "The Great Recession" of 2008-2009 was largely Wall Street born and Main Street slammed. But remember, the Great Expansion followed. A possible recession stemming from COVID-19, however, would be largely reversed, with millions of livelihoods suddenly denied, and both Main Street and Wall Street being slammed in tandem. Yet, do know, another expansion will follow … eventually. There will be a grand reopening of our economy, and as marketers, we need to plan for it.
Listening to the U.S. President talk about getting parts of our country back to some semblance of normal by Easter may seem wild-eyed and some might say irresponsible. In reality, China is reportedly already back on line – after six-to-eight weeks of paralysis. Does this mean a possible “V-shaped” recession (very short), a “U-shaped” one (mild), or an “L-shaped” one (long term)? We don't know.
It’s always dangerous to make prognostications, but we can learn from patterns elsewhere in the virology. With the United States now the most afflicted nation in sickness, we yet have a massive fight ahead to control viral spread. And doubt and fear have taken hold as two debacles have come about, one public health and one economic.
Unfortunately, there is no “on/off” switch for the viral crisis. Even when its spread is curtailed, which will happen, we’ve been shaken and edginess is going to remain. That’s only human.
Patterns of consumption will not resume as if nothing happened. Unemployment shocks will not reverse as easily as they came. So there will be a “new” normal.
However, a reopening is coming. You might say that’s my optimism, but folks – we are going to be okay in a time. It may not be of our choosing, as Dr. Fauci faithfully reports, but one that will be here nonetheless. As marketers, let’s get ready for it.
Look to Your Data to Prepare for What’s Next
Recessions are actually good times to look to the enterprise and get customer data “cleaned up.” The early '90s recession gave us CRM, and database marketing flourished. The end of the Internet 1.0 boom in 2000 brought data discipline to digital data. And the Great Recession brought data to the C-suite.
So let’s use this time to do a data checkup. Here are four opportunities:
- Data audits are often cumbersome tasks to do – but data governance is a “must” if we want to get to gain a full customer view, and derive intelligent strategies for further brand engagement. Quality needs to be the pursuit. Replacing cookie identification also is a priority. Understand all data sources to “upgrade” for confidence, accuracy, privacy, and permissions.
- It might be a good time to do an A/B split with your customer data inputs – pre-virus and during-virus. What new patterns emerged in media, app usage, mobile use and website visits? Are you able to identify your customers among this traffic? If not, that’s a data and tech gap that needs to be closed.
- Customer-centricity or data silos? It’s always a good time to tear down that silo and integrate the data, yet sometimes healthy economic growth can mask this problem. Use the recessions to free up some time to actually get the work done.
- Test new data and identity solution vendors to increase match rates across your omnichannel spectrum – to better create a unified view of audiences, both prospects and customers. I’ve already seen one of my clients come up with a novel offer to analyze a subset of unidentified data to drive a substantive lift in matches.
As we work remotely, it’s important to understand that this current state of crisis is not a permanent state. Only once the virus is conquered, on its weaknesses not ours, can we really have any timetable to resume the economy. That being the health science, it just makes great business sense now to “stage” your data for that eventual Grand Reopening.
Chet Dalzell has 25 years of public relations management and expertise in service to leading brands in consumer, donor, patient and business-to-business markets, and in the field of integrated marketing. He serves on the ANA International ECHO Awards Board of Governors, as an adviser to the Direct Marketing Club of New York, and is senior director, communications and industry relations, with the Digital Advertising Alliance. Chet loves UConn Basketball (men's and women's) and Nebraska Football (that's just men, at this point), too!