Personalizing Mobile Interactions to Create Lasting Customer Loyalty
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The webinar discussed how companies can use personalized mobile interactions across channels like IVR and SMS to create lasting customer loyalty. It covered how to craft effective calls to action, implement proactive communication campaigns, analyze reporting metrics, and maintain ongoing engagement. Example campaigns were presented that integrated these tactics. Key takeaways were to keep conversations ongoing through multichannel communications, use performance management to deliver the right message to customers, analyze key engagement metrics, and personalize experiences with real-time data.
Personalizing Mobile Interactions to Create Lasting Customer Loyalty
- 1. Personalizing Mobile Interactions to Create Lasting Customer Loyalty Kane Russell Vice President of Marketing Waterfall Don Keane Vice President of Marketing Angel
- 2. Housekeeping Items 端錫The recording of today s webinar will be emailed to you within 24 hours 端錫Use the Questions panel in the lower right hand corner of your GoToWebinar console at any time to ask a question for one of our speakers 端錫We ll answer all questions at the conclusion of the presentation
- 3. Today s Presenters Kane Russell Vice President of Marketing Waterfall Don Keane Vice President of Marketing Angel
- 4. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 5. Angel 則р Founded in 1999 and is now a division of 則р Patented IVR Technology: 25+ granted 則р Over 1,200 customers in 20 different industries 則р Over 10,000 applications deployed including many of nation s top consumer brands 則р Industry Awards for Technology Excellence
- 6. Waterfall Mobile 則р Founded August 2005 則р Offices in San Francisco (HQ), Austin and New York 則р Backed by $6B software fund Vista Equity Partners 則р Cross-channel mobile & social CRM
- 8. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Communications and Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 9. Call to Action Overview Trigger that incites customers to participate in any marketing campaign 4 Ingredients & the Secret Sauce: 1. Incentive 2. Clarity 3. Strategy 4. Compliance v金 Branding
- 10. Relevant Information Meaningful and relevant information leads to increased customer engagement, higher success rates and improved customer satisfaction. Messaging is relevant if it is engaging, rewarding (provides compelling call to action) and timely.
- 12. Technical Considerations For IVR: ≒ Toll-free vs. local phone # ≒ Landline vs. cell phones For SMS: ≒ Dedicated vs. shared code ≒ Keyword characters
- 13. Online vs. Offline Online Best Practices: ≒ Collect metadata for targeting ≒ Integrate into other channels Offline Best Practices: ≒ Expand reach using other channels ≒ Take advantage of progressive profiling
- 14. Securing An Opt-In for Life Think about customers in terms of lifetime value
- 15. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Communications and Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 16. What are Proactive Communications? ≒ Proactive Customer Communications (PCC) ≒ Notifications, Alerts, Messages ≒ Channels: Voice, Email, Push, SMS, and Fax ≒ Highly Relevant to customers ≒ Often Customer Solicited ≒ Provides for Customer Engagement
- 17. Personalization is Key Personalization is Key ≒Individuals want to hear/see their name: Personalize greetings Avoid mass notifications ≒Interactions of sensitive nature, employ Right Party Verification practices This is an important message for Bill Smith. If this is Bill Smith press the * key. Secure email inbox ≒Utilize all customer data available to enrich the customer experience
- 18. SMS Personalization Tactics: ≒ Dynamic field insertion ≒ A/B Testing ≒ Cross-channel messaging ≒ Location targeting ≒ List management ≒ Integrate at the Point of Sale
- 19. The Importance of Voice SMS: interactive and immediate IVR: Personal and efficient
- 20. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Communications and Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 21. IVR and SMS: Key Metrics Through Mobile Relationships Subscribers Reach Engagement Action Lifetime Value
- 22. SMS & IVR Essentials Grasp the growth of your program and engagement with customers
- 23. Advanced Metrics Tie customer engagement to company value creation
- 24. Integrating Reporting Data Combine channels to obtain a holistic customer understanding
- 25. Data Integration and Personalization
- 26. Metadata vs. Content Fatigue Yes, data is important. Just dont overdo it to the point where your customers lose interest:
- 27. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Communications Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 30. Keeping The Conversation Going
- 31. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Communications and Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 32. Putting It All Together:
- 33. Agenda Angel, Waterfall Mobile and Multichannel CX Calls to Action for IVR and SMS Proactive Communications and Campaigns Reporting and Analytics Ongoing Customer Engagement Example Campaigns Key Takeaways
- 34. Takeaways ≒ Keep conversations going through multichannel communications such as IVR and SMS ≒ Performance management must be a part of your customer experience management in order to deliver the right message, when and how your customers want it ≒ Key metrics identify how customers engage with your brand ≒ Personalize the phone or SMS experience using real-time data
- 35. Q & A Kane Russell Vice President of Marketing Waterfall krussell@waterfall.com Don Keane Vice President of Marketing Angel dkeane@angel.com