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: 22284

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

Last week at The Fonecast: 24th March 2014

The new iPhone no-one was expecting

Mark Bridge writes:

New Apple products! New Android smart watches!

You’d be forgiven for not having noticed either of those news stories last week. Apple did indeed announce a new iPhone – but it was simply a new iPhone 5c with just 8MB of memory.

Author: The Fonecast
0 Comments
Article rating: No rating

LTE fuels the race for the fastest network

Noam Green of Flash Networks writes:

The introduction and deployment of LTE networks offers real promise for both subscribers and operators worldwide. It brings the potential for revolutionary improvements in quality of experience for mobile broadband, and even faster downloads and video streaming.

Author: The Fonecast
0 Comments
Article rating: No rating

Last week at The Fonecast: 10th March 2014

Bye-bye Barcelona, hello Hanover

Mark Bridge writes:

As one show closes, so another show opens.

It’s now more than a week since we bid a sad farewell to Mobile World Congress 2014 – I imagine hotel rooms for 2nd to 5th March 2015 are already being booked – but there’s now CeBIT in Germany to look forward to. Prime Minister David Cameron kicked things off last night with a speech that talked about UK-German partnerships, more funding for research around the ‘Internet of Things’ and the development of 5G technology.

Author: The Fonecast
0 Comments
Article rating: No rating

WiFi technology, problems and solutions

explained by Professor Andrew Nix from the University of Bristol

In this presentation, which was originally given as part of the ‘Multimedia Content Delivery onto Mobile Platforms’ session at Mobile World Congress 2014, Professor Andrew Nix from the University of Bristol explains many of the often-forgotten truths about WiFi service.

If you’re an IT manager, working in a mobile phone shop, looking at tech product design or simply want to get the most from your mobile phone, Professor Nix has plenty of practical advice in this 20-minute video clip.

Author: The Fonecast
0 Comments
Article rating: No rating

Key themes from Mobile World Congress 2014

by Andrew Skinner, Relationship Director of the Technology, Media & Telecoms team at Barclays

The GSMA reported that 85,000 visitors attended Mobile World Congress this year, breaking all previous records for the show.

Andrew Skinner, Relationship Director of the Technology, Media & Telecoms team at Barclays, reflects on his time in Barcelona and some of the key themes to come out of this year’s show.

Author: The Fonecast
0 Comments
Article rating: No rating
RSS
First2345791011Last

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
123457910Last

Follow thefonecast.com

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

Archive Calendar

«April 2024»
MonTueWedThuFriSatSun
25262728293031
1234567
891011121314
15161718192021
22232425262728
293012345

Archive

Terms Of Use | Privacy Statement