Personalizing Mobile Interaction To Create Lasting Customer Loyalty
•
1 like•615 views
Experience, loyalty, satisfaction, engagement. No matter the goal, marketers are responsible for creating compelling experiences that keep customers coming back. Whether the first line of communication occurs via phone or SMS, marketers must use these channels to create personalization and engagement in order to drive ongoing interaction with their customer base. This joint webinar, brought to you by Angel and Waterfall Mobile, analyzes how to make mobile interaction more compelling. As with every webinar from the Getting It Right In Mobile series, the webinar examines best practices, analyzes relevant case studies and presents actionable next steps to launch a mobile marketing strategy to the next level.
Recommended
More Related Content
What's hot
What's hot (12)
Viewers also liked
Viewers also liked (20)
Similar to Personalizing Mobile Interaction To Create Lasting Customer Loyalty
Similar to Personalizing Mobile Interaction To Create Lasting Customer Loyalty (20)
More from Waterfall Mobile
More from Waterfall Mobile (20)
Recently uploaded
Recently uploaded (20)
Personalizing Mobile Interaction To Create Lasting Customer Loyalty
- 1. Personalizing Mobile Interactions to Create Lasting Customer Loyalty Kane Russell Don Keane Vice President of Marketing Vice President of Marketing Waterfall Mobile Angel
- 2. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 3. Today s Presenters Don Keane Vice President of Marketing Angel Kane Russell Vice President of Marketing Waterfall Mobile
- 5. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Communications and Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 6. Call to Action Overview Trigger that incites customers to participate in any marketing campaign 4 Ingredients & the Secret Sauce: 1. Incentive 2. Clarity 3. Strategy 4. Compliance Branding
- 7. Relevant Information Meaningful and relevant information leads to increased customer engagement, higher success rates and improved customer satisfaction. Messaging is relevant if it is engaging, rewarding (provides compelling call to action) and timely.
- 9. Technical Considerations For IVR: Toll-free vs. local phone # Landline vs. cell phones For SMS: Dedicated vs. shared code Keyword characters
- 10. Online vs. Offline Online Best Practices: Collect metadata for targeting Integrate into other channels Offline Best Practices: Expand reach using other channels Take advantage of progressive profiling
- 11. Securing An Opt-In for Life Think about customers in terms of lifetime value
- 12. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Communications and Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 13. What are Proactive Communications? Proactive Customer Communications (PCC) Notifications, Alerts, Messages Channels: Voice, Email, Push, SMS, and Fax Highly Relevant to customers Often Customer Solicited Provides for Customer Engagement
- 14. Personalization is Key Personalization is Key Individuals want to hear/see their name: Personalize greetings Avoid mass notifications Interactions of sensitive nature, employ Right Party Verification practices This is an important message for Bill Smith. If this is Bill Smith press the * key. Secure email inbox Utilize all customer data available to enrich the customer experience
- 15. SMS Personalization Tactics: Dynamic field insertion A/B Testing Cross-channel messaging Location targeting List management Integrate at the Point of Sale
- 16. The Importance of Voice SMS: interactive and immediate IVR: Personal and efficient
- 17. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Communications and Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 18. IVR and SMS: Key Metrics Through Mobile Relationships Subscribers Reach Engagement Action Lifetime Value
- 19. SMS & IVR Essentials Grasp the growth of your program and engagement with customers
- 20. Advanced Metrics Tie customer engagement to company value creation
- 21. Integrating Reporting Data Combine channels to obtain a holistic customer understanding
- 22. Data Integration and Personalization
- 23. Metadata vs. Content Fatigue Yes, data is important. Just don t overdo it to the point where your customers lose interest:
- 24. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Communications Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 27. Keeping The Conversation Going
- 28. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Communications and Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 29. Putting It All Together:
- 30. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Communications and Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 31. Takeaways Keep conversations going through multichannel communications such as IVR and SMS Performance management must be a part of your customer experience management in order to deliver the right message, when and how your customers want it Key metrics identify how customers engage with your brand Personalize the phone or SMS experience using real-time data
- 32. Q&A Don Keane Vice President of Marketing Angel dkeane@angel.com angel.com Kane Russell Vice President of Marketing Waterfall Mobile krussell@waterfallmobile.com waterfallmobile.com