From Bait-and-Switch to Human-Centric

This episode features an interview with Ashley Faus, Head of Lifecycle Marketing, Portfolio, Atlassian and author of the book Human-Centered Marketing: How to Connect with Audiences in the Age of AI. 

Ashley dives into the pitfalls of both active spamming and the bait-and-switch tactics that are commonplace today. She also explains why marketers should ditch the funnel framework and embrace playgrounds as the model for the customer journey, and shares her insights into what it means to make marketing truly human-centric. 

Key Takeaways:

• Misleading CTAs and bait-and-switch tactics erode trust. Marketers should not be trying to trick prospects into buying. It is expensive to acquire a customer that is a bad fit, and they should be prioritizing the relationship.
• The funnel is outdated; marketers should adopt “the playground” where they allow customers to move through a self-directed customer journey however they want to.
• The language that we use to talk about our audience, “is so adversarial. It's like I'm gonna hunt for a prospect and I'm gonna capture a lead, and I'm gonna lock down a deal.” Remember there is a person behind the screen.

Quote: 

• “ My job as a marketer, I always say, I never want to sell anything to anybody. My job is to match problems with solutions. And if I harass you or convince you to buy something that doesn't actually solve your problem, that's going to  be very expensive for me to fix, either from a reputation standpoint, from a support or implementation cost standpoint. Like, it's not free for me to acquire a customer that's a bad fit. It's not just not serving them. It does not serve the business either. And I think that's the other piece that like sometimes people think when I talk about this, that I'm trying to be altruistic or that like it's a nice thing to do for the audience. I mean, yes, we should be decent humans, but it's bad for business to behave this way and to do the bait and switch or to force somebody into a bad fit. It's gonna be very expensive for you to force fit that, or to try to, you know, win and re-win that customer or to serve that customer If they go nuclear and they start posting on social media, or they file a lawsuit, right? It's very expensive to get out of a bad deal or to turn a bad deal into a good deal.”

Segment Timestamps:

• *(02:55) Human-centered marketing frameworks
• *(08:56) The pitfalls of bait-and-switch tactics
• *(27:13) The playground over the funnel
• *(35:33) The Playbook: Uncuttable budget items

Sponsor:

Pipeline Visionaries is brought to you by Qualified.com. Qualified helps you turn your website into a pipeline generation machine with PipelineAI. Engage and convert your most valuable website visitors with live chat, chatbots, meeting scheduling, intent data, and Piper, your AI SDR. Visit Qualified.com to learn more.

Links:

• Connect with Ian on LinkedIn
• Connect with Ashley on LinkedIn
• Learn more about Atlassian
• Human-Centered Marketing: How to Connect with Audiences in the Age of AI
• Learn more about Caspian Studios