Mml13 mobile customer experience textlocal

Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

Welcome to

Mobile Customer

Experience

Mobile Messaging is integral

to every brand’s CRM activity

Rob Townsend

Marketing &

Communications

Director

In the next 15 minutes we’ll cover:

Today’s agenda

• A little bit about us

• The Mobile Customer Experience Report

Insight from our new White Book

• Benefiting from an ‘opt-in’ strategy

• Building your Mobile Engagement Model

Applying CRM to Messaging

• Building your Mobile Engagement Model

• Q&A


UK's leading business SMS service provider. Deliver your news, alerts, confirmations

& offers easily. Award-winning platform Messenger and expert support

A little bit about us

All your mobile news,

& discussions on LinkedIn

Messenger and your marketing mix

• Send & receive SMS

• Connect CRM systems via our API

• Short codes and keywords

• Attachments – Video, PPT, PDF

• Mobile web pages & sites

• Vouchers & ticketing

• Surveys & Data capture forms


Easily get started with our Wizard

• Price Promise = best value every time

• Free Account Management

• Round the clock support

• No Contracts & no software to download

The UK has spoken

Using mobile effectively in today’s

multichannel marketing world.

The first meaningful regionally

representative report on Mobile Customer

Experience in the UK. Interviewed

hundreds of businesses and thousands

of consumers across the UK in March

2013 on their views about mobile

marketing and mobile customer

experience

Here’s a sneak preview…


Reach and effective contribution


Understand your customers’ preferences & mobile touchpoints.

You’ll save money & improve effectiveness

The Mobile Market


By 2015, iPhone users will increase to

12.5 million, while the total number of

Android users will leap to 37.9 million

60% of the total UK smartphone

market will be made up of these two

operating systems. Building for 2015

represents a huge opportunity

In 5 years, M-commerce in the UK has

grown to an expected worth £6.61 bn

in 2013, naturally all smartphone

But don’t neglect the 30 million

Feature-phone/legacy-phone market

Opt-in universe


85 million active UK mobile

subscriptions. There are near 28 million

opt-in’s climbing to 35.3 million by 2015

SMS is best

99.9% of all messages read,

with 95% read within 3 minutes

SMS is the only sure-fire way to reach

them given type of handset/OS

Build your Mobile Engagement Model

Create Touchpoints


Your Brand

Mobile device use


Our consumer research of over

2,000 users cited SMS as primary

use above anything else

Incredibly, that’s nearly twice that

of email, apps and social

SMS Messaging is the standout service for UK mobile users

• 98% of 18-24 year olds



• Grey market tipped as improving trend

Extend segmentation build their mobile profile


Meet ‘Margo’

She works in marketing Meet ‘Cheryl’

She’s a busy mum

Meet ‘Ellie’

She’s a sassy exec Meet ‘Frank’

He’s old skool

Extend Mobile Segmentation


The Socialite

The Hunter Sharer

The Organiser The Explorer

Most useful messages from businesses

Textlocal.com Text: WHITEBOOK to 66777 Visit Stand A220

1. Appointment reminders

2. Order confirmations

3. Offers/Discounts/Promotions

4. Delivery/Service call

confirmation

In app offers, not well

received are sometimes

perceived as invasive

Best send time for consumers


During weekdays consumers favour messages sent between

07.00 – 09.00

But remarkably anytime over the weekend is cited as the

most favourable time to receive messages

Forget the learnings from best email send times!!


Frequency of sends for businesses

Consumers will accept more

communications but alarming

36% don’t send a thing

Only 16% of businesses have

age, gender, location and

preferences

Only 6% integrate with a CRM

platform

Our platform Messenger can

integrate all of your segments

Textlocal.com Text: WHITEBOOK to 66777 Visit Stand A220

13 Sectors, Campaign tips and much more…


Mobile surveys, Data

capture forms and

Attachments

Short Code

Segmentation

Mobile Web Pages

and Sites

Social Connect

Messenger


Rob Townsend

Marketing & Communications Director

[email protected]

Q&A – Grab a copy


mailto:[email protected]

Technology

Mml13 mobile customer experience textlocal