Mobile-led innovations for Direct customer relationships
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Transcript of Mobile-led innovations for Direct customer relationships
Mobile-led innovations for Direct Relationship with
end consumerRamesh Raman, Senior Marketing Manager
Feb 7, 2014
Novotel, Mumbai
Mobile-led innovations for Direct Relationship with
end consumerRamesh Raman, Senior Marketing Manager
#mobileinnovation
Motivation
› Every digital interaction is an opportunity to deliver
something truly exceptional
› This is the motivation behind this session – “Mobile-led
innovations for Direct Relationship with End Customers”
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#mobileinnovation
Agenda
› The case for Direct Relationship with Customer
› Interactive Exhibits
» Mobile customer data acquisition
» Integrating Social and Mobile channels
› Case Study – Leading Consumer Products Group Company
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#mobileinnovation
The home appliance maker’s problem
› India’s leading Home appliance maker – Dealers and
Distributers selling it throughout the country - No Touch
point with the end customers
› Knows macro patterns – Seasonal cycle, Geographic
demand etc but doesn’t know the end customer
› Cannot run direct marketing promotions or loyalty
campaigns, upsell to take value to customer or even conduct
customer research
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#mobileinnovation
The curious case of O2 in the UK
› O2 is a mobile and Broadband service provider. Broadband
plans can be purchased using a separate card purchase
without an associated mobile number.
› O2 realized that there were several customers who were
using both mobile and broadband, but with separate
accounts.
› O2 wanted to know who these customers were and wanted
a means where customers would self-identify themselves
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#mobileinnovation
What’s common between the two?
› First case - The lack of a direct touch point with customer
› Second case - Multiple touch points with data collected
from them in silos and hence unusable in a coherent fashion
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#mobileinnovation
Direct Customer Relationship
› A customer is viewed via touch points he creates with your
brand. Customer touch-points are the corner-stone of any
CRM
› And hence these digital ‘touch-points’ form a key part of
your direct relationship with the customer
› Mobile offers an opportunity to create, maintain and
leverage these touch-points and thus enable such direct
consumer relationship
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#mobileinnovation
Some examples…
› A leading UK retailer - Mobile App and Push notification for
an on-going engagement strategy
› Leading contraceptive manufacturer – At point of purchase
› Leading Indian CPG in India – Inbound voice calls & airtime
recharge to start a post-purchase engagement and a
potential channel for direct marketing (initial consideration)
› A leading farm equipment manufacturer in India announces
service camp related information over voice outbound calls
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#mobileinnovation
Considerations in Direct Customer Relationships
› At what point of the customer journey do you create it?
» Point of purchase ? post-purchase ? Servicing ? Consideration ?
› Creating it – How ?
» Mobile medium – USSD, IVR, App for interactive engagement
› Touch-point fragmentation across channels ?
» A customer requests on website, calls to business toll-free from
Mobile – How to manage a unified view of the customer?
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#mobileinnovation
Live Exhibit 1 – Contest & Gratification over IVR
› Demo:
» Building a Touch-point using Mobile channels
» Incentivize customer to share profile information post-purchase
» Create a channel for direct ‘push’ marketing, save customer opt-in
preferences
› How
» Customers discover brand’s number – via ATL or BTL
» Invoke the Call to Action – Call a TFN / Give Missed call / Dial USSD
» A series of questions over an IVR, answering which caller gets
Airtime recharge over the IVR
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#mobileinnovation
Live Exhibit 1 - Contest & Gratification over IVR
» Give a Missed Call to 040 710 12123
OR
» Call into Toll Free Number 1 800 313 1008
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#mobileinnovation
Case Study
› Leading CPG company – On-pack promotions, Voucher
inside the pack
› Call into IVR, answer a few questions and get airtime
recharge free
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Week #Missed calls
received Redemption Activation rate
1 103,077 18,303 18%
2 106,134 26,218 25%
3 726,378 53,135 7%
4 738,969 43,322 6%
Data anonymized across products & geographies
#mobileinnovation
Live Exhibit 2 – Integrating Mobile & Social Touchpoints
› Your customers spend time on Social Media on their tablets and on their
desktops and laptops at work. Give them a way to reach you from there
› But, how do you find a way to link existing customer data with new,
social information?
› How about these scenarios on Twitter ?
» @Brand #BALANCE
» @Brand #BILL
» @Brand #CALLME
» @Brand #OFFERS
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#mobileinnovation
O2 (Telefonica), UK – Digital Service Channels
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This commitment will allow O2 to scale and enhance its digital
service channels, such as web chat, MyO2 and Guru TV (O2’s
YouTube help channel which has 20 million views to date). In
what is believed to be a world-first, O2 today announces a
new service with IMImobile to offer customers the
opportunity to check their account details by
Tweeting, which will be available in the coming months.
#mobileinnovation
Live Exhibit 2 – Tweet Serve – How?
› How does it work?
» Customer follows brand on Twitter
» Brand follows customer back with a code
» Customer SMS’es the code to a Long code
» Start engaging with the brand over Direct Messaging
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#mobileinnovation
Tweet Serve – Benefits
› Benefits
» Engage with customers across Twitter , Facebook
» Identify messages to action upon based on customer influence, sentiment etc.
» Handle customer complaints and turn happy customers into your advocates
» Cost effectively integrate inbound customer messages into other systems
» Gather information that could identify them on social networks for targeted
promotions
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#mobileinnovation
The Shift to a Single Customer View for Direct Customer
Relationships
› Quality of data
In the multi-channel era it is a constant challenge for
brands to maintain and improve the quality of the
data they receive from multiple channels and feeds.
› Single Customer View
IMImobile offer a range of solutions that help
operators to pursue a customer centric strategy in
order to enhance customer experience, reduce
churn and stimulate usage.
› Experience
Having worked with leading operators such as O2,
Vodafone and Meteor, we have the solutions and
experience to maximise the value of customer data.
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40% of businesses still have more than 80% of their customer data
stored in separate systems across their organisation.
#mobileinnovation
Conclusion
› Mobile and Social innovations offer cross-channel means to
create, manage and leverage Direct Relationship with End
Consumers
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#mobileinnovation
Our vision
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IMImobile was founded with the singular
vision of becoming a global specialist provider
of mobile data platform and services.
#mobileinnovation
What we do
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Acquire, service, engage and
retain customers across
mobile and social channels.
Mobilize business
applications and improve
employee productivity
through mobile solutions.
Mobile as a CRM
channel
Mobile for improved
operational
productivity
Generate revenue by
transacting with their
customers through the
mobile channel.
Mobile as a revenue
channel
#mobileinnovation
Contact
London
IMImobile Europe Ltd.
33 Glasshouse Street
W1B 5DG
London
United Kingdom
Phone: +44 20 300 86232
Hyderabad (HQ)
IMImobile Pvt. Ltd.
Plot No. 770, Road No 44
Jubilee Hills
Hyderabad
India
Phone: +91 40 23 555 945
Dubai
IMImobile VAS Ltd. FZE
P.O. Box 293593
Office # 624, Building 5EA
Dubai Airport Free Zone,
Dubai, U.A.E.
Phone: +971 46091 690
Atlanta
IMImobile
Suite 700
3348 Peachtree Rd. NE.
Atlanta, GA. USA
30326
Phone: +1 470 216 1984
» Ramesh Raman
For more information
» Follow us on twitter @imimobile
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