Latest Podcast



Featured Articles

Wednesday, December 3, 2014

Survey: companies are missing out on using mobile to make their customers feel cared for

Application-to-person mobile messaging specialist Mblox has published its findings from a survey of customers and businesses conducted by Millward Brown Digital. It looked at how well companies felt they were engaging with their customers via mobile devices - and how well customers felt they were being engaged with by brands.

The survey revealed a ‘care gap’ in business-to-consumer interactions: 67% of companies thought consumers were satisfied with their current methods of mobile engagement, yet only 47% of consumers said they were happy with it. Overall, only 36% of consumers felt cared for.

Conversely, 86% of consumers suggested they were open to engagement through their mobile devices - but only 58% of companies use mobile to engage with consumers.

Email was the main consumer preference for mobile communication with brands, with 57% of respondents choosing this channel. It was followed by text messaging (41%) and phone calls/voicemail messages (38%). Just 14% of people said they didn’t want to be contacted on their mobile phone at all, primarily because of privacy concerns.

Consumers preferred email for marketing messages but wanted urgent notifications and reminders sent as text messages.

Tom Cotney, CEO of Mblox, said “The disciplines of customer service, marketing and information technology are converging, and the more holistic concept of the customer experience has emerged. Mobile messaging crosses all disciplines to ensure consumers feel ‘Cared’ for. A company’s ability to demonstrate ‘Care’ in a way that resonates with its customers is essential to creating positive brand experiences, establishing healthy relationships and achieving long-term success.”

A total of 1,650 mobile phone owners and users in the USA, the UK and Australia were contacted by Millward Brown Digital in September 2014 for the survey.

We spoke to Stacy Adams of Mblox at Mobile World Congress this year to learn how SMS messaging was being used by businesses. You can listen to the interview via the built-in audio player on our website or by downloading the MP3 file.
Print
Author: The Fonecast
1 Comments
Rate this article:
No rating

Categories: Applications, NewsNumber of views: 21523

Tags: uk usa research sms messaging australia mblox

1 comments on article "Survey: companies are missing out on using mobile to make their customers feel cared for"

3
0
Avatar image

Robi Ganguly

12/4/2014 8:58 PM

Customers on mobile desire a different method of interactions. Given the context of the majority of consumer time spent (inside apps), the best method of connecting with a consumer where they want is by communicating inside the apps themselves. Email and Text Messaging are actually 2nd and 3rd level choices for consumers who are having an issue with an app or for a brand who wants to truly drive mobile actions. Having worked with a lot of the Fortune 500 on this subject, we can say pretty definitively that in-app communication and messaging leads to much happier customers, with more loyalty along the way.

-Robi Ganguly

CEO, Apptentive (www.apptentive.com)

Leave a comment

This form collects your name, email, IP address and content so that we can keep track of the comments placed on the website. For more info check our Privacy Policy and Terms Of Use where you will get more info on where, how and why we store your data.
Add comment

Opinion Articles

How AI technology is transforming the smartphone experience

How AI technology is transforming the smartphone experience

From improved performance to personalized recommendations, AI is enhancing the functionality and usability of smartphones for users

By incorporating advanced algorithms and machine learning capabilities, AI can help to optimize a smartphone's performance, providing users with a faster, more efficient and user-friendly experience.
Author: The Fonecast
0 Comments
Article rating: No rating
Whatever happened to all my tech?

Whatever happened to all my tech?

Mark Bridge revisits his mobile technology reviews

Mark Bridge writes:

I've been taking a look back at the devices I've written about during the past few years. Some are still faithful companions, others... well, let's just say my faith was misplaced.
Author: The Fonecast
0 Comments
Article rating: No rating

Predictions for 2016: Network Function Virtualisation, 4G throttling and video calling

Mark Windle, head of marketing at OpenCloud, predicts that this year’s reduction in the number of traditional telecoms operators in some countries will provide an opportunity for other operators to innovate and capture market share in 2016.

He says next year will be a year of rapid change for telecoms… whether it’s MVNO disruption, competitive tariff pricing or simply defence from the ‘dark art’ of hacking.

Author: The Fonecast
0 Comments
Article rating: No rating
Kapture review: the audio-recording wristband

Kapture review: the audio-recording wristband

A 'recording watch' that links to your smartphone

Mark Bridge writes:

The most memorable moments in life often go unrecorded. You don't have your camera in your hands. Your finger is still hovering over the 'pause' button on your audio recorder. Or you were simply too busy experiencing whatever was happening. It's all about the one that got away.

That's where Kapture can help.

Author: The Fonecast
4 Comments
Article rating: 4.0
Making mobile websites work better

Making mobile websites work better

Device detection and responsive design explained

Mark Bridge writes:

James Rosewell shows me a colourful roll of paper that's the width of an iPhone but well over three metres long. When I look closer, I can see it's a printed copy of the Wall Street Journal's mobile website. That's a lot of scrolling to do... and a pretty unfriendly user experience for anyone reading the news online. Why does it work so badly?

Author: The Fonecast
1 Comments
Article rating: 4.0
RSS
12345678910Last

Recent Podcasts

Podcast - 21st July 2006

This week Iain and Mark take a deeper look at mobile security and crime, they review the massive 4GB N91 from Nokia and look at a a budget video phone from LG.
Author: The Fonecast
0 Comments
Article rating: No rating

Podcast - 12th July 2006

As well as a brief look at the News this week the gang look at both ends of the new handset spectrum with the QTek 8500 and the BenQ-Siemens E61. James Rosewell provides an overview of how to get music and video to your mobile from DVDs and CDs.

Author: The Fonecast
0 Comments
Article rating: No rating

Podcast - 7th July 2006

In The Fonecast this week, industry veteran Iain Graham and tech enthusiast Mark Bridge take a close look at the ultra-slim Samsung D900, they pore over the Nokia N73 smartphone and they evaluate a couple of new software downloads. In addition, application developer James Rosewell joins them for a revealing conversation about mobile blogging.

Author: The Fonecast
0 Comments
Article rating: No rating

Podcast - 2nd July 2006

In The Fonecast this week, Iain Graham and Mark Bridge review the new Nokia N93 and Sony Ericsson W850i mobile phones, guest James Rosewell takes a look at competition from VoIP, HSDPA technology is demystified and a couple of new software downloads are evaluated.
Author: The Fonecast
0 Comments
Article rating: No rating
RSS
First100101102103104105106107109

Follow thefonecast.com

Twitter @TheFonecast RSS podcast feed
Find us on Facebook Subscribe free via iTunes

Archive Calendar

«February 2024»
MonTueWedThuFriSatSun
2930311234
567891011
12131415161718
19202122232425
26272829123
45678910

Archive

Terms Of Use | Privacy Statement