By: Don Prentice
Now is a good time to step back and take a quick look and assess whether your company is maximizing the potential of today's mobile customers.
One thing for sure is that a single customer program most likely will not connect with each of your mobile customers. Today's market requires that we bring all customers to our company club list and retain them.
For instance, if your rewards program or eclub is email based - most likely 18-23% of your mobile customers will never view your announcement or offer. Or if you're still using email for your birthday wish, this valuable message will not be seen by 70% of your customers.
Here's a checklist of to assess your current customer programs to see if you are targeting mobile customers effectively. Where do you stand? Do you have an EXCELLENT or POOR program?
EXCELLENT: You allow customers to "grab" your coupons from your website and automatically send them to their mobile wallet. Customers also receive a text reminder before your special offer expires.
POOR: You are relying on emails to feature your promotions. You are most likely seeing an 18-20% open rate at best. Customers cannot save your offers to their phone wallet and your offers are often lost and difficult to find.
In-Store Customer Sign up (Club Opt-ins)
EXCELLENT: Customers can easily sign up and are added to your mobile list from their phone using your company keyword. Better yet, you have an in-store kiosk (hardware) that invites customers to simply enter their phone number to join. Customers should be able to sign up in a matter of seconds. They should not be required to fill out a long form. Give your customers a GOOD reason to sign up and provide them an immediate reward to their phone wallet.
POOR: You're requiring your customers to go to your website to join your email list. You have limited store signage on how to sign up and you make them respond to a number of questions. 56% of millennials report that they will not finish joining a club if there is too much information required or it is not clear what they are signing up for.
Website Banner Specials
EXCELLENT: Banner ads on your website are great for online orders, but what if you want to make sure customers remember your ad if they want to place an order later? Make sure you are allowing customers to "grab" your offers from your website and automatically forward to their mobile wallet. Customers also receive a text reminder to redeem the offer before it expires.
POOR: You are promoting your specials only on your website. Customers cannot save your offers to their phone wallet and your offers are often forgotten.
Birthday Clubs (Wishes)
EXCELLENT: A friendly Birthday Wish can go a long way towards repeat business. You are texting their birthday wish directly to phone. It's more personal than an email. Emails greetings can feel like "templates". Plus, 97% of your customers will view your birthday wish via text within 10 minutes of receiving it. You should link a special offer for their special day to your text message with an invite to bring friends and family into your business to celebrate.
POOR: You're emailing your customers a birthday wish. Studies show that only 12-18% of birthday messages sent via email are actually viewed. Some are lost in a sea of other emails minimizing the program and the ability to book their business.
If lately you're not thrilled about your programs, it's probably because you're not targeting your customers properly. It's always a good idea to assess and measure the results of your customer programs.
Mobilizing your customer programs is about getting to ALL of your customers before the competition.
By: Don Prentice April 14, 2017
I noticed 3 statistics about business loyalty programs that caught my attention. They are not surprising statistics, but they are a reminder of how valuable your most loyal customers are to your business.
With everything that is needed to keep a business prosperous, it's important to give our loyal customers the attention they need. We rely on return customers to survive. We know that it costs 5 times more to get a new customer than increase the value of a current customer. The above statistics show that today's consumers engage in Loyalty Programs and the goal of a loyalty program is clearly to get more return visits.
I want to share an experience that I had with a local pizza restaurant chain just this week. I visited the franchisee pizza restaurant for lunch for the first time.
By the way, this particular store is one of the friendliest stores I have ever walked into. When I entered the store, I was greeted with three big smiles from the manager (maybe owner) and two counter employees welcoming me to their store. All three were anxious to help me with the menu and were ready to answer any questions I had for them. They were successful at making me feel comfortable. So comfortable, I decided to enjoy my personal pizza in-store instead of taking it to go which I originally planned.
A perfect experience. Right? Not really for the restaurant. Here's what happened next...
I was so happy with the food and the hospitality, I asked the very nice register employee if her store had a reward program I could join. She replied "I'm not sure". Then she yelled across the counter to her manager, "Do we have a reward program?". He yelled back, "Go to our website".
Let's stop and think about this for a second. A customer (me) is asking to be loyal and come back to their business and I am ignored. This was a huge missed opportunity for the restaurant.
The real point here is DON'T FORGET THAT YOU RELY ON RETURN BUSINESS AND PROMOTING YOUR LOYALTY OR LIST PROGRAM IS IMPORTANT IN YOUR STORE - NOT JUST YOUR WEBSITE.
Here are the Top 4 Things you can do to maximize your loyalty list and provide your customers a great experience.
1. Don't ask for a bunch of detail to be filled out to join. Your customers are there to enjoy their meal, not fill out a long form. Consider asking them for a phone number to get your special offers. They will receive a text that allows them to join your program when their ready. They are also now on your mobile list which allows you to send them exclusive specials.
2. Make it easy to join your mobile list. Placing a simple In-Store Kiosk next to your register or hostess stand invites them to join your list without your staff having to take time to promote your loyalty club. A Kiosk is like a magnet and it only takes a few seconds for your customers to join.
3. Send your offers to their phone wallet. It's easy to send your loyal customers mobile offers that will automatically be organized right on their phone. They can easily find your offer. No more lost offers in emails or paper coupons that are left behind.
4. Target your offers. One of the biggest benefits of mobile offers is that you can target the offer at the exact time that you want them to receive it. For instance, if you want to promote happy hour to your list members for this coming Thursday evening, you can schedule the offer to hit their phone at 3:30 that afternoon. 97% of your list members will view your text message - within 10 minutes. Can't do that with an email.
My point is this. You and your staff could provide a great customer experience but if you fail to help your customer become a loyal customer, you're already losing future sales and may not even realize it!
It's still true that "The Money Is In Your List", but what really matters is "What you do with it".
Has it been a difficult to understand what's happening to the coupons or offers that you are constantly pushing out? Love them or hate them, it's hard to deny that a coupon can draw a crowd to a business. Firstly, don't assume it's just the needy - research shows that rich folks are some of the most avid couponers around. With the advent of mobile coupons and an unsure economy, millennials are a new generation of thrift shoppers. Millennials will stop at nothing to get a coupon!
I don't know about you, but with all of the marketing suggestions out there, it can be frustrating to understand how to optimize your customer coupon programs. It's easy to get caught up in the latest technology and we soon forget what's important to our customers. Consumer habits have changed quickly over the last few years. I don't have to tell you that today's consumer wants to receive our company content easy and lightning fast! By the way, DON'T try to change their habits, that's impossible.
Below are the Top 5 Features that are important to mobile customers and what you can do to align with them right now.
1. Target Your Offers
Consumers are less about searching and more about getting. Especially millennials. Timing is everything. Send your offers at the exact time you want your customers to respond. This is difficult, if not impossible if you're relying on an email offer to communicate to your customers. Use a text offer or coupon to ensure that your customers will get your message. For example, let's say you're a restaurant and you're anticipating a slow Monday lunch crowd. You can send a text mobile coupon at 11:00am the same day announcing a killer deal happening in one hour! It always helps to have a limited offer to create urgency. With 97% of text messages opened within 10 minutes your message becomes extremely targeted, resulting in much higher redemptions.
2. Don't Bury Your Offers - Give Them A Phone Coupon Wallet
Email offers are often buried or never opened. Do you know that only 41% of millennials have email on their phones? Ouch! When a customer opens your text mobile coupon, it automatically loads a coupon wallet to their phone. This makes it super convenient and easy for customers to find your offer. Future coupons that are sent to your customers are automatically added to the same wallet. Customers will appreciate that your offers are organized on their phone and easy to redeem.
3. Allow Customers To "Grab" Your Offers
Whether you post offers on your website, include coupons in your emails, send out mailers or advertise in weekly circulars, customers should be able to send your offer directly to their phone wallet. This is a new feature that every business should use. It's called "Grab" An Offer. Here's how it works...
When a customer sees your offer somewhere, there's always a good chance that they will forget to use it or forget where they found it. Here's how to fix that problem; Add a button to your promotion that allows your customer to click on and add their phone number. Once they enter their phone number, your promotion is sent directly to their phone wallet. They will love this feature and your redemptions will grow! Want to see the buzz. Watch this short video.
4. Make Sharing Easy And Rewardable
Sharing your offers with friends and family members is valuable. Who doesn't want new customers or referrals? Customers prefer to share coupons from their mobile device. It's easy and quick for them when they're on the go. You should also reward your customers when they share your offer. This would include a "special" coupon for sharing your offer to a friend or family member. Mobile text coupons are the easiest and best way to boost customer shares.
5. Remind Them To Not Forget
This is one of the most valuable advantages you should have for your company. Sending your customers a friendly reminder that your offer is expiring is a huge boost in redemptions. This feature is automated at the time that the coupon is sent out. With one preset, you can automatically send a follow-up text message to your customers reminding them that the offer will expire soon. An example of this message: "Just a friendly reminder that the free entree for this Thursday night will expire tomorrow. Come see us at...."
Your doubling down on your offers. That can only lead to more redemptions.
The good news is that these important features are meant to enhance your current offer strategy, not replace them. Doing so is very affordable and a must for all businesses.
Watch this quick video to learn more...
We polled our customers (business owners) and asked them to rate the text mobile programs that they're currently using, specifically focusing on maximizing customer loyalty and return business.
I found it interesting that 86% of these businesses prioritized their texting content and strategy on their offers and coupons. These businesses also reported that 68% are using texting to get a faster customer feedback response.
We captured The Top 7 Mobile Marketing Techniques that are used by companies that are successfully mobilizing their brand.
Get this Detailed Report now.
Continuously, media outlets have promised to better your return customer sales for your pizza business to no prevail. Emails go unread, Facebook and Twitter posts get ignored, and online advertisements are disregarded almost completely.
Text marketing stands as a distinctive instrument in the marketing universe because, unlike your typical email or social media post, it actually reaches the individual customer every time it’s sent out and it's extremely targeted.
In terms of "easy" marketing, texting is definitely the right choice to make. Here are some tips on how to use texting to boost sales for your business.
Don’t Forget About Your Incumbent Customers
Not only is text marketing a great tool to utilize in order to gain new customers, but it is also great for maintaining your relationship with the ones you already have. Did you know it costs 5 Times more to land a new customer than increase the purchasing of an existing customer? By encouraging your current customers to text in to receive offers or updates, you are able to more successfully preserve your business relationship. This will then, in turn, lead to more business transactions for you in the long run.
Give More Than You Take
The truth of the matter in terms of text marketing is, a generic message with a coupon code just doesn’t excite people as much anymore. Don’t get me wrong, a coupon code is a very nice offer, but sometimes you have to take it to the next level for your customers. One of the best ways to excite your customers as well as your sales is to offer some sort of free gift in return for their participation in your text marketing. This will almost instantly establish a favorable bond between you and your customer base.
A great benefit to take advantage of with text marketing is the line of direct communication between you and your customers. You may be wondering what this has to do with return sales. The answer is simple: by communicating directly with your customers, you can establish a level of trust that will benefit your business in the long run.
Utilize your texts to send out customer satisfaction surveys. This will allow your consumers’ voices to be heard which will create a stronger loyalty between them and your business. Overall, this will enable your business to become more successful.
Spread The Word
The best and most successful way to boost your sales through text marketing is by simply spreading the word about your business to new potential customers. The most efficient way to acquire new customers through texting is by influencing your existing customers to spread the word for you. An example of this would be to set up a plan where if your existing customers get their friends to opt-in to your list, both them and their friends will receive a perk of some sort from you. Contests that enable lead generation to be created directly from your customers allows for your new potential customer list to be more legitimate.
It’s basically taking word of mouth advertising (which is the most effective, according to many) to a whole other level.
One of the things we here at Ubookoo have discussed in the past is the importance of timing in terms of your text marketing campaigns. Everything could be as perfect as can be like, for example, the content of a message and even the call to action. Even with those elements reaching a level of perfection, if your timing is off then that could lead to an unsuccessful ad campaign altogether. Timing is everything when it comes to texting. Here are a few tips on how to time your text marketing for optimal conversions.
Everybody Hates Mondays
In terms of success rates, Mondays show the least amount of responses in the world of text marketing.
Think about it, everyone goes back to work every Monday where they are most likely bombarded with emails and messages that they need to catch up on from over the weekend.
Unless your message is time sensitive to a specific Monday, try any other weekday instead in order to ensure that your message doesn't go by unnoticed.
Respect Your Clients
No one likes an early morning or late night text message; that is a fact. Whether the text being sent wakes the recipient up or disturbs their relaxation routine, it is in very poor taste to send out a text blast during off hours. Try to time your text messages to go out to your customers just before or just after business hours. Furthermore, be mindful of the fact that people may be in different time zones if you are marketing to customers throughout the country. No one wants to get woken up by a text blast advertising a business or product.
Even more so, if they do get that text at the wrong time, they are most likely not going to convert into new customers successfully.
When it comes to text marketing, it is just as important to understand the business that your are advertising as it is to understand your audience. When scheduling a text blast, one should take into consideration what kind of business you are advertising and plan accordingly. For example, if you are advertising a special going on at a dive bar from 10 PM to 2 AM, send out the text blast at a respectful time at night like at 7 PM. Or if you are advertising a lunch special taking place at a restaurant, send out your text blast earlier on in the morning so that customers will be aware at the right time of day. Being mindful of what you are advertising will enable you to reach your audience at the right time according to the message being sent so that it can be successfully received by all.
Change It Up
There are a lot of studies out there nowadays in the realm of Email as well as text marketing that explain what days and times are best to send out marketing campaigns to customers. Many believe that Tuesday, Wednesday, and Thursday are the best days to send out texts while others say to try on the weekends in order to avoid competition. The bottom line is, you should never stick to one way when it comes to text marketing. Attempt to change up your routine when it comes to scheduling your text messages and see what works best. The biggest thing you have to do as an text marketer is keep in mind that there will be a learning curve between you and your clients. Through trial and error, you will be able to see when is the best times to send out any kind of text message over time.
Marketing options are basically becoming endless in the technological world we live in today, especially with social media. Wow! It can be confusing and hard to keep up.
One can easily start an advertising campaign on Google or even Facebook in order to generate new leads for any kind of business. These marketing capabilities are definitely beneficial to all businesses attempting to make their presence known on a wider scale, but there is an even better way to market a business out there that sometimes goes by unnoticed. Text marketing prevails over things like social media marketing because it is more specific to each individual within your potential audience.Overall, a text marketing campaign gains more traction than any Facebook or Twitter post.
Here are some reasons why texting will always win over social media marketing.
The Reach Is Beyond Compare
How many times have you received an email only to delete it before it was even opened? Better yet, how many times have you seen a Facebook or Twitter post at a glance and scrolled past it almost automatically because you didn't think it would interest you? The truth is, according to a recent study, 84% of Facebook news feed stories go by completely unnoticed.
Not only that, but 71% of Tweets aren't viewed and 88% of emails are not even opened.
The reach of texting and multimedia messages, however, is incomparable. 98% of text and multimedia messages are actually opened by the people who receive them.
There Are More Unique Prospects
In terms of unique Facebook users within the United States alone, the numbers pale in comparison to that of texting. According to recent data, there are currently 161 million individual Facebook users who are active within the US.
Texting, on the other hand, is used by over 200 million unique users within the United States. This means that there is so much more potential for success in text marketing than there is in social media marketing.
Usage And Consistency Is More Frequent
On average, 91 million people use Facebook on an everyday basis. Within that 24 hour window, 3.2 billion ‘likes’ as well as 300 million photo uploads occur.
In the meantime, over 170 million Americans text on a daily basis and within those 24 hours, 6.4 billion text messages are sent all over the country. The overall consistency of usage for texting is second to none!
Participation And Engagement Is Astounding
The average American looks at his or her phone literally over 150 times within a single day. Compare that rate to the 58% of users who actually log in to their Facebook accounts as well as the 57% of people of people who check their email less than four times within a single day and you can clearly see: there really is no competition.
Broadcasting to a larger audience may seem like the better option, but overall your message gets lost in the shuffle.
If you want your marketing to yield real results, try texting. You won’t be disappointed.
With the new year that arrived, many marketers are wondering what marketing trends are going to be taking over in 2017.
The best part about reaching a new year for any marketer is the fact that we can take a step back from the every day hustle and bustle in order to review what worked and didn't work in the year that has passed.
2016 was an incredible year in the realm of mobile marketing, especially in terms of the technological advances we had reached throughout. That being said, we can only imagine what is yet to come.
Here are mobile marketing trends you should look into for 2017.
Multimedia Messaging Service
One of the biggest advancements that took place in 2016 was the concept of multimedia messaging service.
multimedia messaging service has truly taken text marketing to the next level by making marketing materials more advanced and effective all at once.
With multimedia messaging service capabilities, you can send out enticing graphics as well as GIFs and even videos.
The biggest thing to focus on in 2017 is creating fast paced and relevant content that will attract your client base. Videos, GIFs, and images are truly the way to go in 2017.
If we’ve learned anything in 2016, it would be the fact that people do not like to sit idly by when it comes to shopping.
In this new year, it will be important to focus on how you can interact with your customers in a more effective way.
This will enable you to create more excitement around your business which will then lead to more sales in the long run.
Great example of interactive mobile campaign strategies would be running a text to win campaign as well as sending out a mystery coupon. Another way to interact with your customers in order to incite interest from them would be to start up a loyalty program.
Getting your customers to do something on their end will not only show them you care, but it will put more money in your pocket as well.
Social Media was a huge component in terms of the popular culture aspect of 2016.
Not only has Facebook, Twitter, and Instagram remained absolute powerhouses in the realm of social media, but apps like Snapchat have paved the way for short-lived content as well.
So what does any of this have to do with mobile marketing? The answer to that is simple: focus on integrating aspects of social media into your mobile marketing campaigns in 2017.
That means that you should turn on any and all social integrations when you send out a blast or coupon.
This will create a word of mouth buzz around your marketing campaigns that will help you in the long run.
People truly appreciate when they receive something that is personalized to them specifically.
Throughout 2016, we have watched the amount of content within the realm of mobile marketing and marketing as a whole grow significantly.
Keeping that in mind for 2017, every marketer should focus on segmenting their campaigns and materials in order to reach specific and unique demographics.
One of the best ways to do this would be to utilize the tool provided on Ubookoo’s platform that enables personalized questions to be asked to anyone who opts into a list.
One could ask their customers for information that will help better their marketing campaigns like name, zip code, birthday, email, etc.
Overall, in 2017 everything needs to be catered to the on the go lifestyle that the masses have become so accustomed to.
Luckily, you’re already in the world of mobile marketing. If you aren’t, you should heavily consider looking into it as soon as possible.
Studies show that the future is in mobile solutions. People don’t use their desktops like they used to which means any and all marketing content needs to be optimized for all mobile users.
Everyone is on their phones 24 hours a day, 7 days a week.
That being said, 2017 and beyond will be the golden era of mobile marketing, there is really no doubt about that.
We are all aware that times are changing and technology is evolving rapidly before our very eyes.
Things that we all thought were the way of the future ten years ago are now obsolete and the technological evolution has only just begun.
Within the past 5 years, we have seen communicative advancements such as the forever adapting social media machine.
Myspace died and made room for Facebook. Facebook stepped aside and the popularity of Instagram and Twitter soared.
And now even though Facebook and Twitter still remain relevant, things like Instagram and Snapchat have become all the more prevalent.
Overall, the way that our society communicates with one another has become more short-formed and fast paced.
This concept is extremely applicable to the mobile marketing world.
Today, people respond to specific kinds of text messages more than they do others.
Text messages that contained simple textual content and a URL had a higher success rate in the past, but today people want more.
Potential clients want images and graphics directly in their messages, otherwise they are not as inclined to respond to the campaign in the long run.
We’ve discussed the beauty of our multi media feature in the past here at Ubookoo, but it got all the more advantageous within the past few weeks.
Animated GIFs are now supported by Ubookoo!
You may be wondering why this affects your multi media campaigns for the better. The thing is, animated Gifs really do bring multi media into the future.
According to Adam Liebsohn, the COO of Giphy, GIFs should be categorized as a new language within the world today that is capable of communicating ideas and concepts in the most successful way possible.
Take a look at Liebsohn’s interview below.
As you can see, GIFs really are the newest and most effective form of communication to date.
In terms of the mobile marketing world, GIFs can get your message across to any audience in a much more successful way.
Here is a great example of an animated GIF being sent in a multi media campaign in order to spread the word about a sale going on at a retail store.
This kind of animation will stand out to any and all clientele which will then, in turn, lead to a more successful multi media campaign and eventually convert into sales for all businesses.
So what are you waiting for? Get creative with your multi media marketing campaigns and take advantage of our new GIF capabilities!