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Another year draws to a close and 2018 fast approaches, but it's business as usual at Isentia offices across the globe. Mediaportal is now available in Korea and Taiwan, and Asia Pacific continues to be a highlight for Isentia’s Media and Intelligence business.

We spoke with David Liu, Chief Executive, Asia, and Sean Smith, Chief Executive Media & Intelligence, to get their insights on how Isentia will continue their expansion into Asia.

Isentia's growth in Asia Pacific has been positive for the business for some time. With the recent launch of Mediaportal in Korea and the addition of Taiwan to the portfolio, can you share your thoughts on the journey in Asia so far?

David: From my point of view, if any company wants to launch in a new country, the key is a flagship brand, or product. What we would like to see is Isentia moving from more than just a company name but to a strong and recognisable brand. The exciting aspect about our future in Asia now is that we have a product that can really help us to build our presence in the market. The launch of Mediaportal in Korea and Taiwan really marks the beginning of a new chapter in the launch of Isentia in Asia.

Mediaportal is a very powerful tool that provides a lot of clarity to our clients on what our capabilities are. Anybody can say ‘we monitor media’ but with Mediaportal, what we can do means so much more and it’s going to make it easier for us to continue to build the brand in the region.

Especially with the capabilities Mediaportal brings:
• Metadata applied to local sources
• Multilingual content when it’s available
• A user interface in English, Korean and Traditional or simplified Chinese

Having this portal in very unique countries like Korea and Taiwan, where the media landscapes are not in line with any other international market, gives us the insight and confidence to expand our services further and faster. As a business we haven’t actually changed anything that we can do at the core, but it’s much easier for the team to tell the story of what we can help clients achieve.

How have clients received Isentia’s new product offering in Korea and Taiwan?

David: The reception in Korea has been incredibly positive. The fact is, the decision making processes in companies in these markets are typically longer than most countries, so there’s still a lot of opportunity there for us to sign on more clients than we already have. I’m confident it’s going to be a real breakthrough for us.

Taiwan is just as promising! We’ve recently launched and already signed our first round of clients. They’re coming over from competitors after seeing a demo of a prototype. So you can see that there was already a buzz building there. Of course, the client services team are really excited about Mediaportal, too.

Sean: The other key point to add to this is that this is the first time we’re taking a single platform approach to Asia. We’re simplifying what we do by retiring a series of smaller platforms and outputs & providing a superior, whole-of-company approach. In doing this we will give our clients the best media intelligence service and make it more seamless to our clients to go get regional or global servicing.

The important thing to emphasise again is that we’re delivering a Mediaportal experience which has been adapted to the client needs of each market. Mediaportal will have a multilingual UI and be able to receive content and data from any Asian language.

Sean, I know you’re heading over to Hong Kong and China really soon, can you tell us a bit more about what that trip will entail?

Sean: My time in Hong Kong and China will focus on getting both these markets ready for Mediaportal. There’s a big change management process that David and I need to work through in order to enable our teams and ensure a successful release of Mediaportal.

Launching in Korea and Taiwan was exciting because both were new markets, and there was no legacy to contend with. This isn’t the case when we go live in Hong Kong and China. We’ll introduce a new platform, and a key challenge will be enabling our people and clients so that Mediaportal is easy for them and improves the service. We already deliver the market leading media intelligence service in Korea, Taiwan, Australia and New Zealand. We now want this to be the reality in Hong Kong and China.

So we are coming together to build the internal culture and knowledge. What David brings is the skills, expertise and leadership in doing business in Asia, while I bring my experience in Media and Intelligence – we meet in the middle and will work towards a shared goal of releasing Mediaportal in Hong Kong and China and all other markets. Isn’t that the plan David?

David: [laughter] We’re really happy with the way we have structured this because what we have is someone who really understands Mediaportal through his experience and leadership in Media and Intelligence. The support in implementation, positioning and communicating the value of Mediaportal is fantastic and will really help our teams to expand their knowledge.

As we see digital connectivity continue to grow across the region, it’s easy to see the potential in this diverse and unique region. What’s your take on the media landscape and the growth in Asia Pac.?

David: Well as you you’ve already pointed out, the landscape has been rapidly changing and becoming more digitized. I think the difference in Asia is that the capturing of data is actually easier than before because there is less print (print media requires more complexity to capture and costly) and maybe less in broadcast. A notable change in the media landscape is that there is more online news and social –with the digital growth, everything is moving on to the cloud. If you’re not using a platform with the power of the cloud, how will you contain all the data?

Another key point, as well as fast paced growth, is the demographics across the Asian population. For the most part, it is a younger subset. For example the median age of the Vietnamese population was 30.4 years in 2015. This has a big impact on the adoption curve to digital and how media is consumed now and into the future.

What does it take to succeed? And what can we do to bring all that together?

Sean: We know Mediaportal is a great product and that our clients in other markets use it successfully every day to help manage the media and stay informed. Getting the change process right will be critical. We need to make sure our people become experts at using Mediaportal and understand how to show case to our clients so that they can see the benefits it will bring to them as professional communicators.

Secondly the media market is very different in Asia, not just as a region, even as we look country to country. As David has pointed out it is more digitally driven – so online news and social media will be key. Isentia has always had depth of content and data and in Asia this will be no different. In addressing this, we have got to be smarter – the volumes of data in Asia are infinitely bigger. Managing volume and noise for our clients is that we do, by getting the relevant sources to our clients at the right time.

Can you outline what each of you view to be the key competitive advantages that Isentia have over other key players in market?

Sean: We have the greatest reach and can provide our clients with the relevant content and data that they need to stay informed. We do this through a single platform (Mediaprotal) and clients can access this through the web, mobile apps or any device. Importantly Isentia monitors any media type - whether it is print, broadcast, radio or online news - we cover it all. Our clients will have the confidence that they are fully informed. This is unique, as what I see of most other players in the market is they only cover one or two media types.

Another key difference is what Isentia does with all that content and data, through our relevance engines. We make sure that we get the right information to our clients at the right time. We shield them from the noise!

Lastly, it is the strength of our people, we are local and operate in every country. Our teams will understand the media landscape and clients in each country individually.

How do you both collaborate and come together to bring some of Isentia’s strategic objectives to life?

Sean: We talk all the time! We have regular meetings and when needed I spend time in Asia. We stay connected and touch base on all the important points and have very open and robust conversations about what we need to do.

Again, we both bring different strengths to this partnership. David has the Asian knowledge, like people and sales, whereas I bring a range of experience across media intelligence, and that’s how we build a better business.

David: I think we have only one goal and is to make sure that we deliver the best client experience – that is how we really grow Isentia. We understand the client needs locally and I think Sean and his team contribute different industry knowledge and product insights so that our teams can deliver.

“Powered by Technology. Inspired by people” – What does this mean to you?

David: We’re in the business to help clients solve problems. We need our people to understand the client problem and the approaches we can take to help them solve it. But when it comes to implementation, we need technology to help with the complex media landscape world. I doubt any company successfully performs without technology and people going hand in hand.

Sean: I think it’s getting the best out of both. Our service is powered by technology, especially when you talk about the scale and volumes we now encounter. Our people help guide our clients through that busy 24/7 media landscape, and add value to what technology cannot already do.

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Why is Omni-channel marketing so important? 

Omni-channel marketing provides a seamless experience, regardless of channel or device. This allows customers to engage with a company in a physical store, a website, mobile app or social media.

With more than 600 million internet users and more than $US899 billion in online spending, China is the world’s biggest online shopping market and one of the most digitised countries. As the e-commerce market continues its meteoric rise, it's now more important than ever for businesses to implement omni-channel marketing strategies that deliver a consistent experience across online and offline platforms.

Whether it’s insurance or luxury brands, the omni-channel marketing experience is essential for businesses looking to thrive in China.

A look at the e-commerce landscape in China today

A report by EY found that in 2010 only 23 per cent of China’s urban population shopped online. Last year, China’s consumers accounted for 42.8 per cent of the world’s e-commerce sales and this is projected to rise to nearly 60 per cent in 2020 – almost triple what it was a decade prior.

The increase in smartphones in China has contributed to this growth in e-commerce. The same EY report found that in 2014, there were more than 780 million active smartphone users across the nation, and around 25 per cent of customers made purchases through their mobile phone on a weekly basis. Even in rural areas, which have less than 20 per cent internet penetration, more than 60 per cent of consumers are e-commerce users.

Tips on creating a successful omni-channel marketing strategy

Given the prominence of e-commerce in China, it’s essential to have a strategy in place that creates a seamless experience across third-party websites, your own website and any bricks-and-mortar stores you may have.

If you want to implement an omni-channel marketing strategy for your business in China, here are a few tips to help it thrive.

1. Be on third-party websites, but do it well.

China’s top 10 favourite websites are all e-commerce sites – including TMall, JD, 51Buy and Amazon China. In order to reach the maximum number of consumers, it’s important to be on third-party websites. To protect your own brand identity and image, it’s vital to collaborate with third-party providers to make sure your brand’s merchandising, pricing and product descriptions are consistent with your other sales channels.

2. Ensure a consistent customer service experience.

As customers access your business through multiple touchpoints, it's essential that their experience is the same no matter where they go. Whether a customer orders from TMall, receives their product from a third-party delivery company or complains over the phone, it’s imperative they receive the same level of service to avoid conflicting experiences with your brand. To do this, identify the key touchpoints with customers in your business, and focus on creating processes and controls to ensure these experiences are up to your business’s standard. It doesn’t hurt to try a mystery shopper either, to help you identify any holes.

3. Focus on the data.

Consumers behave differently on third-party websites than they do in stores, over the phone and at an online store. In order to ensure you’re getting the most out of your different sales channels, dive into your data to see which channels are performing best and where further investigation or improvement needs to be made. Key insights to look for include abandoned shopping carts on your own website versus on third-party websites, which products are popular on different channels, satisfaction rates and exchanges or returns on third-party sites versus your own.

Ultimately, China’s growing e-commerce market holds an incredible amount of promise for local and global businesses.

With the right omni-channel strategy and attention to market innovations, businesses stand the best chance of capitalising on the booming online shopping industry.

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How is media coverage shaping views of Brisbane 2032 and its global impact?

The stories that resonate, whether it is a stadium cost blowout, a community campaign to preserve green space, or the push to include Australian Rules Football in the program, capture how Australians are gearing up for a once-in-a-generation Games. These specific, contested, and human stories shape the narratives across news and social media and ultimately reflect how the country is experiencing and remembering Brisbane 2032.

Leading Topics: News vs. social

The difference is while the news media is overwhelmingly concerned with the logistics of the Games, the public is more interested in its social and economic consequences.

On social media, the conversation is a mix of excitement and concern, with a strong focus on what the Games will feel like. Discussions about social impact and economic outcomes are prominent, as people debate everything from housing affordability to the potential for new community arts programs.

In the news, the narrative is far more narrow. An incredible amount of the coverage is dedicated to infrastructure, with a particular focus on the cost and controversy surrounding the main stadium. The second-largest topic is the political jousting that accompanies these infrastructure debates.

The most discussed stakeholders are institutions and communities, not individuals

While politicians dominate the news, what's making a real impact on social media are the communities and institutions at the heart of the conversation.

In the news, the most-quoted voices around Brisbane 2032 are overwhelmingly political figures, led by the Queensland Premier and Deputy Premier. Much of the coverage has centred on Premier Crisafulli’s media appearances, including a notable stop at Rockhampton’s Fitzroy River to promote plans for a feasibility study into using the site for rowing events despite concerns about crocodiles and currents.

The Deputy Premier, meanwhile, has been most prominent for his push to build a new stadium at Victoria Park. That proposal has fuelled debate over whether Brisbane 2032 is shifting away from being a sporting project to a political land grab. The discussion is further sharpened by Queensland’s reported shortage of tradies, with calls for urgent measures to recruit more skilled workers to meet the surge in construction and infrastructure demand tied to the Games.

Even Donald Trump makes an appearance in the coverage, with Brisbane’s bid to host the Quad Leaders’ Summit drawing headlines and gaining the support of Prime Minister Albanese.

On social media, the conversation is being shaped largely by organisations and grassroots communities. Victoria Park, now at the centre of the stadium debate, has become a focal point for how people see the legacy of Brisbane 2032, and Queensland more broadly. Campaigns to preserve the green space are gaining traction, amplified both by smaller local outlets such as The Westender and by national publications including ABC and The Guardian.

Defining "legacy": The public hopes and media narratives

The term "legacy" represents the most significant challenge in the Brisbane 2032 narrative, as the data reveals a mismatch between the public's focus on experience and the media's framing of cost and conflict.

On social media, the legacy conversation is aspirational and driven by the sporting theme, where discussions about preserving green spaces like Victoria Park highlight a desire for tangible, long-term community benefits. Other cities are also seizing the aspirational momentum of events like Brisbane 2032, with figures such as Gold Coast Mayor Tom Tate using social media to highlight for hyper-local audiences the potential returns on investing in this opportunity. News coverage frames legacy as a political and economic undertaking, dominated by the cost of stadiums, the allocation of funding, and the political conflict between the government and its opposition.

Framing the use of the Fitzroy River as an opportunity for sustainability or presenting construction timelines as local job creation makes the connection between political debates and the community and sporting outcomes people truly care about more resonant, while also painting a positive vision for the legacy of Brisbane 2032.

Specificity wins: Vague PR is ignored, detailed stories drive engagement

Generic ‘good news’ posts or Olympic press tend to generate weaker engagement The content that captures public attention is highly specific, and often human-centric or controversial.

On social media, the most engaging content included the debate around HYROX judging standards, the passionate campaign to include Lawn Bowls in the games, and celebrating the specific achievements of individual swimmers.

In the news, it’s not the general updates that resonate, but detailed reports, whether on cost blowouts at specific venues, the impact of turning a local river into an Olympic event site, or the campaign to include Australian Rules Football in the program.

Media moments and narratives gain traction when meaning is applied. Shift content strategies from generalities to detailed storytelling, focus on journeys, the tangible impact of a new community facility, or a transparent explanation of a complex issue for example. The battle for the hearts and minds of the public ahead of Brisbane 2032 will be won in these details.

See how the right analysis can help you anticipate risks, shape messaging and connect with your audiences. Request a free demo.

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