Sample frameDay 365·Marketing · Synthesis

Twenty-four instruments behind you. Today they fit on one page, and somebody else reads it back.

Marketing.

The Marketing Operating Review

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The question

When your marketing was last reviewed, did the person writing the verdict own any of the numbers in it — the channel spend, the campaign they'd argued for, the segment they picked? If the reviewer and the owner were the same person, that wasn't a review. It was you marking your own homework, quarterly.

The idea

In 1977 Philip Kotler, then a professor of marketing at Northwestern University, published 'The Marketing Audit Comes of Age' in the Sloan Management Review with William Gregor and William Rodgers. Their definition rests on four adjectives, and every one of them is a rebuke to the way marketing actually gets reviewed: comprehensive, systematic, independent and periodic. Comprehensive means the whole operation, not the line currently missing its number. Systematic means a fixed sequence — environment, strategy, organisation, systems, productivity, and only then the individual functions — rather than starting wherever the argument started. Independent means whoever runs it doesn't own the figures under examination; of the six ways the paper lists to conduct one, self-auditing is the one least able to deliver that, and it's the one nearly everybody uses. Periodic means it sits on a clock, and happens in good quarters as well as bad. The trap is the crisis audit: sales fall, someone commissions a review, and what comes back is a post-mortem written by the people who need it to say something particular. This morning turns the twenty-four instruments behind you into one page that runs on those four words.

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