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: 25908

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
12345679Last

Recent Podcasts

A week of mobile industry news, including the latest security and privacy concerns

Podcast - 16th April 2014

We begin this week's podcast with a discussion about the Heartbleed bug, the effect it's having on the mobile industry and the wider issues for all internet users.

We're also talking about the future of BlackBerry, UK 4G coverage, new CEOs, Bluetooth connectivity, privacy concerns and the next generation of mobile processors.

Author: The Fonecast
0 Comments
Article rating: No rating

A new mobile move from Microsoft, a roaming revolution in Europe... and much more

Podcast - 9th April 2014

This week's podcast starts with news from Microsoft about an update to its Windows Phone platform and a cost-free OS offer to hardware manufacturers.

There's also a new flagship smartphone from Nokia, a roaming announcement from the European Parliament, a UK virtual mobile network from The Co-operative Group, a change at the top for Mozilla, retail expansion for Vodafone and an awkward end to BlackBerry's relationship with T-Mobile in the USA.

Author: The Fonecast
0 Comments
Article rating: No rating

Acquisitions, banking, complaints... and the rest of the week's mobile industry news

Podcast - 2nd April 2014

Acquisition announcements from Facebook and Intel are the first stories in this week's look at the latest UK mobile industry headlines.

They're followed by news about mobile payments, mobile banking, a phone with an invisible solar panel, customer complaints, low-cost 4G smartphones, productivity apps and an intriguing case of WhatsApp-itis.

Author: The Fonecast
0 Comments
Article rating: No rating

Smartphones, smart watches and SMS spam: all the week's mobile industry news headlines

Podcast - 26th March 2014

Iain Graham, James Rosewell and Mark Bridge are reunited for their regular weekly look at the latest UK mobile industry headlines.

Today they're talking about smart watches, an Apple iPhone announcement, the new HTC One M8, the closure of Ovivo Mobile, text spam, peer-to-peer messaging, government hacking and mergers.

Author: The Fonecast
0 Comments
Article rating: No rating

Designing mobile phones for seniors: we talk to Doro and Emporia Telecom

Podcast - 21st March 2014

Producing mobile phones for older customers requires much more than big buttons and a simple interface. At Mobile World Congress last month we spoke to two major players in this growing sector: Swedish company Doro and Austria's Emporia Telecom.

Our first conversation was with Harald Obereder, Chief Technology Officer at Emporia, who spoke to Mark Bridge about handset design and user interface design. This was followed by an interview with Chris Millington, Managing Director for Doro UK and Ireland, about research and development in the 'senior tech' market.

Author: The Fonecast
0 Comments
Article rating: No rating
RSS
First45679111213Last

Follow thefonecast.com

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

Archive Calendar

«October 2024»
MonTueWedThuFriSatSun
30123456
78910111213
14151617181920
21222324252627
28293031123
45678910

Archive

Terms Of Use | Privacy Statement