Mml13 mobile customer experience textlocal

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  • 1. 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
  • 2. 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 Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777
  • 3. 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 Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777 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
  • 4. 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… Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777
  • 5. Reach and effective contribution Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777 Understand your customers’ preferences & mobile touchpoints. You’ll save money & improve effectiveness
  • 6. The Mobile Market Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777 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
  • 7. Opt-in universe Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777 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
  • 8. Build your Mobile Engagement Model Create Touchpoints Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777 Your Brand
  • 9. Mobile device use Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777 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 • 93% of 25-34 year olds • 96% of 35-44 year olds • Grey market tipped as improving trend
  • 10. Extend segmentation build their mobile profile Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777 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
  • 11. Extend Mobile Segmentation Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777 The Socialite The Hunter Sharer The Organiser The Explorer
  • 12. 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
  • 13. Best send time for consumers Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777 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!!
  • 14. Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777 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
  • 15. Textlocal.com Text: WHITEBOOK to 66777 Visit Stand A220 13 Sectors, Campaign tips and much more…
  • 16. Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777 Mobile surveys, Data capture forms and Attachments Short Code Segmentation Mobile Web Pages and Sites Social Connect Messenger
  • 17. Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777
  • 18. Rob Townsend Marketing & Communications Director Rob.Townsend@Textlocal.com Q&A – Grab a copy Textlocal.com Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777