View Textlocal's presentation from The Market Research Summit here. Click on the speech bubble on the top left of the page to view the slide notes.

1. Welcome to
Mobile Customer
Experience
Rob Townsend
Marketing &
Communications
Director
Mobile Messaging is integral
to every brand’s CRM activity
Jason Palgrave-Jones
Client Services
Director
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

2. Today’s agenda
In the next 25 minutes we’ll cover:
•
•
•
•
•
•
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. A little bit about us
UK's leading business SMS service provider. Deliver your news, alerts, confirmations
& offers easily. Award-winning platform Messenger and expert support
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
Easily get started with our wizard tools
• Price Promise = best value every time
• Free Account Management
• Round the clock support
• No Contracts & no software to download
All your mobile news,
& discussions on LinkedIn
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

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
Understand your customers’ preferences & mobile touchpoints.
You’ll save money & improve effectiveness
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

6. 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
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

7. 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
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

8. Mobile data capture is the new king
With 55% of businesses
adopting an opt-in approach,
they still need to be
capturing more customers’
numbers.
33.2% have launched a
mobile site but surprisingly
only 20% have developed an
App.
25% utilise QR codes. Only
20% using short codes.
Augmented reality is of little
interest.
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

9. Trusted businesses
The most trusted businesses to
send mobile users
communications are those
based in the health sector,
such as doctors and
dentists, attracting 29% of
respondents.
This was followed by a number
of sectors all appealing to 14%
of respondents: Restaurants,
Bars & Clubs, Finance &
Insurance, and utility
companies. Then Travel and
Retail
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

10. Build your Mobile Engagement Model
Create Touchpoints
Your Brand
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

11. Messenger
Attachments
Mobile Surveys,
Data Capture Forms
SMS
Email to SMS
Ticketing &
Vouchers
Key Word on Short Code
Mobile Web Pages
& Mobile Sites
Direct Inbound Number
Social Connect Connect
Social
Auto-Schedule/Validity
Segmentation
Textlocal.com
Reporting
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

12. Extend segmentation build their mobile profile
Meet ‘Margo’
She works in marketing
Textlocal.com
Meet ‘Ellie’
She’s a sassy exec
Meet ‘Frank’
He’s old skool
Meet ‘Cheryl’
She’s a busy mum
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

13. Extend Mobile Segmentation
The Organiser
The Socialite
The Explorer
The Hunter Sharer
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

14. Most useful messages from businesses
1.
2.
3.
4.
Appointment reminders
Order confirmations
Offers/Discounts/Promotions
Delivery/Service call
confirmation
In app offers, not well
received are sometimes
perceived as invasive
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

15. 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!!
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

16. 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
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

17. 13 Sectors, Campaign tips and much more…
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

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

19. Q&A – Grab a copy
Rob Townsend
Marketing & Communications Director
Rob.Townsend@Textlocal.com
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777

20. Questions & Answers
Text:
MRS to 60777
Jason Palgrave-Jones
Business Development & Client Services
Director
Jason.Palgrave-Jones@Textlocal.com
Rob Townsend
Marketing & Communications Director
Rob.Townsend@Textlocal.com
Textlocal.com
Get your FREE WHITE BOOK - Text: WHITEBOOK to 60777