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: 21977

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

Podcast transcript: O2 counts on 3, Microsoft counts to 10 and Apple counts its profits

Here’s an edited transcript of our new monthly podcast, broadcast on 30th January 2015.

[Iain Graham]: Hello, it's Friday 30th January 2015. Welcome to this month's edition of The Fonecast. That’s right, you heard correctly: we’ve temporarily moved to a monthly format. If you’d like to join 51Degrees in sponsoring the podcast and returning us to weekly programmes, please get in touch via our website. Now, on with the show.

Author: The Fonecast
0 Comments
Article rating: 5.0

The secret of Apple's success

Mark Bridge writes:

What’s the secret of Apple’s success? That’s the question I was asked earlier this week by LBC radio during a report on Apple’s impressive iPhone sales and its record quarterly results.

So here are six reasons I think Apple is doing so well at the moment.

Author: The Fonecast
0 Comments
Article rating: No rating

BlackBerry Classic isn't a blast from the past... it's a signpost to the Dark Ages

Mark Bridge writes:

If you listen to this week’s edition of The Fonecast - in which we predict what’ll be happening in the mobile telecoms industry during 2015 - you’ll hear James Rosewell say that BlackBerry’s handset business is doomed. Well, actually that’s not quite true.

Author: The Fonecast
0 Comments
Article rating: 5.0
Predictions for Connected Homes in 2015

Predictions for Connected Homes in 2015

Jon Carter of Deutsche Telekom has provided us with his ‘Connected Home’ predictions for 2015:

Connected home products and services rely on different communication standards, be it ZigBee, HomeMatic or Z-Wave. Only platforms which both handle established standards and are able to learn new protocols will hold their ground in the market in 2015. Customers don’t want to be limited in their product choices or care about compatibility issues. Integrating any device into a connected home setup needs to be smooth and simple.

Author: The Fonecast
0 Comments
Article rating: No rating

Predictions for 2015: operators face churn, the SIM loses its grip, and cloud and VoLTE finally arrive

Mark Windle of OpenCloud writes:

In 2014, operators focussed on rolling out LTE, but some have lost sight of the bigger picture. 2015 will see traditional telecoms services delivered over multiple access technologies, of which LTE is just a part. As next year fast approaches, our predictions take a step back and look at how the industry will adapt to the changing landscape.

Author: The Fonecast
0 Comments
Article rating: No rating
RSS
245678910Last

Recent Podcasts

Reviewing our 2015 mobile industry predictions... and looking forward to 2016

Podcast - 15th January 2016

Iain Graham, James Rosewell and Mark Bridge return to review their mobile industry predictions from last year. Which mergers, partnerships and developments did they forecast correctly... and which didn’t work out as planned?

Later in the programme, the team anticipates some of the topics that will be hitting the headlines during 2016.

Author: The Fonecast
0 Comments
Article rating: No rating

Podcast from Mobile World Congress 2015

Podcast - 6th March 2015

Mark Bridge learns about the mobile technology trends at Mobile World Congress 2015 by chatting to James Rosewell of 51Degrees, Dr Kevin Curran from the IEEE and Chris Millington of Doro.

They talk about wearable devices, wireless charging, mobile operating systems and much more... including some of their favourite products from the exhibition.

Author: The Fonecast
0 Comments
Article rating: No rating

Looking back at February: from security scares to multiple MVNOs

Podcast - 27th February 2015

We're taking a look back at the biggest mobile industry news stories from February 2015, including allegations that the UK's security service tried to breach SIM card security by hacking into one of the world's biggest SIM producers.

We also talk about the planned BT and EE merger, the creation of two new UK virtual networks, some acquisitions in the mobile payment arena and a new Ubuntu smartphone.

Author: The Fonecast
0 Comments
Article rating: No rating

Interview with Chris Millington of Doro about mobile retailing, wearables and technology for older consumers

Podcast - 24th February 2015

In today's programme Mark Bridge talks to Chris Millington, who's Managing Director for Doro UK and Ireland.

They discuss the state of mobile retailing in the UK, the future of wearable devices and - as you might expect - smartphones for seniors.

Author: The Fonecast
0 Comments
Article rating: No rating

A month of mobile: O2 counts on 3, Microsoft counts to 10 and Apple counts its profits

Podcast - 30th January 2015

We're back with a month of mobile industry news, including takeover talks and takeover rumours. O2 and Three are said to be discussing a merger... but is there any truth in the suggestions that BlackBerry could be up for grabs?

We also discuss Apple's record-breaking quarterly figures, the highlights of CES and the launch of Microsoft Windows 10, as well as saying farewell to the current version of Google Glass.

Author: The Fonecast
0 Comments
Article rating: No rating
RSS
245678910Last

Follow thefonecast.com

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

Archive Calendar

«March 2024»
MonTueWedThuFriSatSun
26272829123
45678910
11121314151617
18192021222324
25262728293031
1234567

Archive

Terms Of Use | Privacy Statement