Month: May 2017

Surprising facts that should persuade you to invest in SMS marketing

sms5Mobile marketing has come a long way in a short time. The first mobile ad to be shared via text message was created in 2000. By 2005, big-name brands like Nike and Pontiac began the first text message marketing campaigns. Just 11 years after the first mobile ad, global spending on mobile advertising had exceeded $14 billion. In 2016 spending had topped $100 billion and mobile devices accounted for more than half of all internet usage finally surpassing desktop PCs and laptops. By 2017, mobile commerce accounted for one third of all ecommerce transactions world-wide. And as unbelievable as it sounds, mobile transactions are expected to double this year. Here are some more surprising facts about mobile marketing that should persuade you to launch an SMS marketing campaign, if you haven’t already.

Internet usage: desktop vs. mobile

Mobile has desktop computers beat for nearly every internet related activity. Approximately 56% of the time spend on the internet reading or watching the news is done from a mobile device. Shopping is even more dominated by mobile with 62% of the time spend doing so taking place on a mobile device. Mobile commands nearly 80% of all the time spend on social media networks and approximately 90% of the time spent playing games and looking at photos.

Daily usage

The average mobile phone user will spend 51 minutes browsing the web from a mobile device and 3 hours and 15 minutes using mobile apps every single day. That’s more than four hours a day that people spend on a mobile device. The numbers are even more startling for millennials.

Mobile commerce

A staggering 80% of mobile users report using their mobile device to make purchases and one fourth of all internet retailers say that mobile accounted for at least half of all their sales. The average consumer spends about $64 each month shopping from a desktop computer and $71 shopping on a mobile device. The average order total for items purchased from a desktop computer is $100 and the average order total for items purchased from a mobile app is $127 suggesting that consumers are likely to spend more when they’re using their mobile device to shop as opposed to a computer.

Mobile coupons

Mobile coupons have a redemption rate of 10%. That’s more than ten times better than print coupons which are redeemed less than 1% of the time.

Mobile advertising predictions

It’s anticipated that mobile will account for nearly 60% of all digital advertising by the year 2018. If your marketing budget isn’t being spent on mobile advertising such as SMS marketing, you won’t be keeping up with your competitors and your target audience probably won’t be seeing as many of your advertisements.

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More and more small businesses communicating with customers via text



It would be an understatement to say that American consumers love their smartphones. According to one survey, nearly 70% of Americans report sleeping with their smartphone in arm’s reach. According to another survey, nearly all Americans check their smartphone within 15 minutes of waking up. Cumulatively, Americans will check their smartphones 9 billion times each day.

What do these mobile-phone obsessed people do while on their phones? Primarily texting. Americans spend an average of 26 minutes a day reading and responding to text messages, more than they spend on any other mobile phone-based activity. The average person will send 5.3 text messages for every phone call they make. With so many people using smartphones to send and receive text messages, it’s no wonder that many businesses are turning their attention to using SMS to communicate with their customers.

Customer-business text interactions are on the rise

Millions of Americans prefer texting to talking on the phone and customer-business interactions reflect that interest. Approximately 62% of smartphone users report using their phone to inquire about products or services from businesses and 36% reported that they communicated with a customer service representative via text before making a major purchase like a car or home appliance. Customers prefer texting to phone calling for many reasons: there are no awkward silences to think about what to say or how to phrase something, messages can be sent at the participants’ convenience and ignored when there is something more pressing, and text messaging creates a written record of the conversation that participants can look back on.

Small businesses should cash in

Though virtually all major companies are using text messaging to interact with customers, many smaller businesses aren’t. In fact, it remains one of the least utilized methods of communication despite the fact that it is the most preferred by their customer base. Here are a few reasons small business owners should consider getting in on the text message marketing craze:

Text messages get noticed. Approximately 98% of all text messages are read by recipients, that’s 95% more than email. Furthermore, an astonishing 90% of text messages are read within three seconds of being received

They’re immediate, but not annoying. Because the majority of Americans have their phones set to notify them upon receipt of a text—either through a tone, vibration, or wearable tech notification—they’re likely to get the message near-instantaneously. It makes SMS the preferred channel for sending time-sensitive information. Though phone calls are similarly immediate, people are more likely to view them as an intrusion and many screen their calls

It’s easy to use. Enterprise mobile messaging has come a long way in recent years thanks to the growing interest in using SMS to communicate with customers. It’s now easier than ever to send professional-looking texts by using custom templates and multimedia features like images or video. Nearly all customers will have a mobile phone and will be familiar with how to use text messaging

If email or phone marketing efforts are falling short, it may be time to give text message marketing a try.

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Source: pcworld   .com/article/3194550/mobile/with-customers-glued-to-smartphones-businesses-turn-to-texting.html

Avoid Comcast Customer Service Mistakes



Comcast has great Internet,  but customers flock away from the company whenever possible. With bad customer service, all it takes is one bad experience for a customer to be willing to leave. Comcast has ranked in the top 10 companies for worst customer service for years, and even as it is trying to repair relationships and make improvements, it still isn’t making much progress. You can learn a lot about what not to do from them. Here are the the Comcast customer service mistakes you should avoid.

Do not badger your customers

The worst mistakes made by Comcast representatives are related to badgering the customer during phone calls. In one instance, the customer was on the line for 20 minutes trying to get them to cancel his service. The representative continually asked to explain why he wanted it cancelled before finally agreeing to cancel the service.

When training your customer service staff, make sure they understand that continually asking the same questions instead of fulfilling customer requests is not the way to go.

Do not make phone calls harder than they need to be

A customer is already going to be stressed out if they have to call in instead of doing something simpler like text customer service. To make a call, a customer has to set aside time in their day with no distractions, which can be very difficult to do. So when they call in, they want to be able to easily understand the person on the other end, and they don’t want to be transferred around over and over.
Comcast makes the mistake of giving you representatives with heavy accents that often don’t have the ability to do anything for you, so it leads to a lot of wait time and a lot of getting transferred around.

Do not ignore customer loyalty

First time customers are valuable because they can turn into long time customers. But that’s no excuse to ignore the ones who have been with you for 10 years already. Comcast is notorious for raising prices and not being willing to work with their customers. There is no loyalty program available, and, in fact, long time customers often get treated like garbage, especially when they call to cancel current plans. It is so bad, in fact, that customers hate Comcast customer service more than the IRS.

Instead, you can treat long time customers as royalty. Send them text marketing promotions to thank them for being with you, and make sure you recognize they are valuable to your company.

Avoid nickeling and diming your customers

Comcast offers a legitimate service that people need, and they make a lot of money off of it. So nickeling and diming customers for charges they shouldn’t have can really annoy them and isn’t good for customer retention. There have been many stories of customers being led on about internet service just to find out it was going to cost too much or being asked to pay ridiculous fees to cancel their service. Customers want to valued and appreciated, so if you can’t do that, you’ll lose them pretty quickly.

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Source: businessinsider .com/the-8-worst-companies-for-customer-service-2014-7