Mobile Customer Experience by Rob Townsend

Welcome to

Mobile Customer Experience Mobile Messaging is integral

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

Rob Townsend Marketing & Communications Director

Andy Heming Business Development

Manager

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agenda

• A little bit about us • The Mobile Customer Experience Report

Insight from our new White Book • Benefiting from an -in • Building your Mobile Engagement Model

Applying CRM to Messaging • Building your Mobile Engagement Model • Q&A


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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 tools • Price Promise = best value every time • Free Account Management • Round the clock support • No Contracts & no software to download

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The UK has spoken

Using mobile effectively in 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


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Reach and effective contribution


touchpoints.

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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

Feature-phone/legacy-phone market

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Opt-in universe


85 million active UK mobile subscriptions. There are near 28 million opt-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

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Mobile data capture is the new king


With 55% of businesses adopting an opt-in approach, they still need to be capturing

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.

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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.

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Build your Mobile Engagement Model

Create Touchpoints


Your Brand

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Key Word on Short Code

Social Connect


Messenger

Email to SMS Ticketing & Vouchers

Auto-Schedule/Validity

Direct Inbound Number

SMS

Attachments

Reporting

Mobile Web Pages & Mobile Sites

Social Connect

Segmentation

Mobile Surveys, Data Capture Forms

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Text: DMS to 60777

http://control.txtlocal.co.uk/

Extend segmentation build their mobile profile


She works in marketing

H skool

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Extend Mobile Segmentation


The Socialite

The Hunter Sharer

The Organiser The Explorer

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Most useful messages from businesses


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

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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!!

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Frequency of sends for businesses

Consumers will accept more communications but alarming

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

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13 Sectors, Campaign tips

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OVER 120,000 BUSINESSES

Rob Townsend Marketing & Communications Director [email protected] Andy Heming Business Development Manager [email protected]

Q & A


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Grab your FREE copy Visit us at Stand B32

mailto:[email protected]

mailto:[email protected]

Mobile Customer Experience by Rob Townsend

Marketing

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