SMS Marketing or text messaging is an ideal way to communicate with your customers when you’re on the move because it’s rapid, direct, and a two-way media. When used together, SMS and your surviving superhero email marketing campaigns can prove to be a prevailing combination.

You can use SMS to promote your emails, and can use email to aware about your new Text Messaging channel. SMS Marketing can complement your email marketing by creating brand awareness, leads generation, and presenting as a new and ideal communication channel.

Like you, your customers don’t have the time. If you own a business, a majority of the people walking  through your door each day will do so with a Mobile phone in their pocket.

Mobile Marketing Timeline

Let’s have a look in Mobile Timeline by Mobile & Digital Strategies to understand the contribution of SMS in previous years to enhance their marketing techniques

1876 – Town criers are used to spread messages

1973 – First Telephone Introduced by Alexander Graham Bell

1992 – First mobile portable handset invented

1993 – First text message sent from computer to mobile phone

1998 – First mobile phone that both sends and receives texts introduced

2003 – Term “spam” officially added to dictionary to mean unwanted, junk emails

2005 – First commercial mobile SMS launches. Short codes introduced for use with text message marketing

2007 – Nike and Pontiac launch SMS campaigns

2010 – 2.4 billion SMS users worldwide

Apple iPhone is released in U.S.

 – Texting is embraced: Average monthly texts (218) outnumber calls (213)

2011 – Quick response (QR) codes start being used in mobile marketing

   – Cambridge dictionary adds “text” as a verb

2013 – Mobile marketing becomes a $14 billion+ industry, including $9.3 billion worth of music

 

Why SMS Should Be Added Into Marketing Trend??

One of the techniques that businesses both experienced and novice are tasting advantage of the recent growth in mobile activity is because of adding SMS into their marketing techniques.

I know what must be thinking, “SMS … really?”

But SMS isn’t merely something being used  amongst teenagers or college kids. Today, a majority of people are actively using SMS Marketing to remain in contact with their friends,relatives, and colleagues.

These are the people who are mostly engaged in the content which they receive. Today, 90% of SMS are read within three minutes of delivery. 

Still have some confusions or doubts? Well what if I told you that SMS also fit thoroughly into the stuff you may be already using to do marketing in your small business?

How To Grow Email Marketing Through SMS Marketing??

While SMS Marketing has many differences from email marketing, at the same time it also have some important similarities that make it the best complement to your email marketing techniques and even both the channels offers a two-way communication.

You can use SMS for short, rapid and sensitive communications which means everything from saying thanks for being subscriber, appointment reminders to last minute sale message. And at the same time you can use can use email to send broad content and information to the place where your customers are going everyday : their inbox.

With 43% of consumers now accessing emails via a mobile device, the mixture of SMS marketing and email marketing could be exactly what you need to adjust the needs of your growing mobile audience.

How to Gamble SMS Marketing To Complement Email Marketing

1. In- Person Events

Till Now : “Thanks for coming to our event today. If you would like to receive our free News and signup for our ongoing email newsletters, please take the time to provide your contact information. ”

Issue : It requires someone to write in all those email addresses by hand. How many email addresses would be lost due to bad handwriting?

Solution : Thanks for coming to our event today. If you’d like to receive our free News and signup for our ongoing email newsletters, just take out your phone and text SUBSCRIBE to 12345.”

This method is not only faster and easier for the customer , it nearly avoids all risk of capturing an incorrect email address.

2. Earlier Medium (Television, Radio, OutDoor )

Till Now : The radio guy says, “If you’re interested in this product, you can visit our website where you can signup for our email list and receive upto 80% off on your purchases.”

Issue : The guy expects from listener to remember a complete website address and visit it in the near future.  I mean seriously? This approach not only makes the audience to forget easily, even it doesn’t help the company to gain new sign-ups.

Solution : If you’re interested in this product, signup for our newsletters  and we’ll send you upto 80% off coupon for your first purchase.  Text OFFEr to 12345 now.” The listener texts, provide their email address, and receives the coupon.

3. On – Site Signups

Till Now : The Pamplet  says, “Thanks for coming today. We believe you enjoyed our facility. Be Ready to win a $50  gift  vouche for your further visit when you sign up for our email list.”

Issue : Few people ‘ll go and  ask someone for a sign-up paper, and the issue of “lost emails due to bad handwriting” still persists

Solution : “Thanks for coming today. We believe you enjoyed our facility. Be ready to win a $50 gift voucher, sign up for our email list by texting FREE to 12345.” The visitor texts in, with their email address and is instantly emailed a listing of the further month’s events..

How To Make SMS A Perfect Fit For Email Marketing

If you are not sure that how your SMS Marketing can be a perfect fit  for Email Marketing, then follow these 5 rules to make SMS Marketing the best complement to email marketing.

1. Make Your SMS permission based as your Emails

Take permission before you text someone. Knocking the door before entering a room shows your etiquettes not your incapability. The most common way people will give permission to receive text-messages from your business is by sending a keyword to your personalized short code. (A Short Code is a five or sometimes six digit number that can send and receive SMSs.)

2. Limit It To 160 Characters

You can mix up multiple texts together but it’s never advised. The grace of a 160 character limit is that it compels you to be to the point, saving your and your customers’ time. If you have a short story for your emails, then your marketing texts should carry a killer sentence.

3. Provide A Call To Action Button To Promote Your Keyword

A perfect example for it can be –

“Text Pizza To 313131 To Receive 30% Off In Your Next Order Or Reply STOP Pizza 2 opt-out!!”

You can also provide your email link to let your customers read more regarding the offer, if your customer is curious to read the whole story then by clicking to the link it will take them to open their email and check the story.

4. It’ll take no time to approach your customers through SMS

The easiest way to boost your bottom line and make customers happy through SMS marketing  is to offer a deal like ‘show this text to avail happy hour to 9pm’ send at 6pm on a slow and silent evening.

5. Maintain the Time Period

Short, valuable and concise texts can be sent more easily than emails, but as a decorum, you probably not supposed to be texting your customers more than 1 – 2 times per week.

Hopefully, you can now judge value SMS Marketing could add to your existing email marketing efforts. But how can you quickly start it?

If you’ve grabbed a good no. of phone numbers and have taken the permission from the customers to text them, getting ready to text those customers would takes even  less than five minutes.

Most important concern for every business – Lead Generation. In order to business growth and generate sales, you have to have qualified leads.

The biggest challenge for B2B marketers is “generating high-quality leads (61%).” (Source: B2B Technology Marketing Community).

As we wrote in one of our previous blog post, “Every business need to generate leads consistently because it’s the like blood for business (like blood flow consistently in human body). For this, we use different marketing channels and invest our resources – money and human power, in marketing strategies. It’s very critical to find right lead generation tactics, because one wrong step can waste your resources which is not good for business.” – How to Generate Leads With Minimum Investment?

A next generation voice broadcasting service – Interactive Voice Broadcast, can be very helpful for your business in order to generate potential leads. If you want your message heard to thousands of targeted audience at a time, it is for you.

Study shows, Voice broadcasting campaign is more effective than direct mail campaigns.

Interactive voice broadcast is cost effective, powerful, easy to use and intelligent technology. Simply record your voice message, upload your contact list and system will send your message. Voice broadcast prompts people to press #1 (Call to Action) to show their interest and speak with a live agent. When your prospect press key “1”, call will be disconnected and your sales team got a lead, now a sales representative will call this prospect. Thats why, it is also called “Press Key 1 Service.” This tactic allows you to speak to your prospect when they are most interested.

Interactive Voice Broadcasting gives an opportunity to create a next generation Call Center – Interactive Call Center.

Link Social Media With Email Marketing To Generate More Leads

Hi Digital Marketers! You all are stars.. You know why because your hands are full with all the new and cool ways to approach your audience.

Link Your Subscribers To Social Media

Yes I understand personal and professional relations are really very different! But trust me I can give you 3 instant reasons that will make you to agree with my point that you should start linking up your subscribers to the Social Media.

Identity: It’ll put a face and a name and will give you an identity of your email subscribers.

Requirements: It’ll guide you about the likes and dislikes, needs and requirements of your subscribers.

Conversation: If you publish some interesting contents then you might earn some new followers and you may get into conversation with them.

I hope you there won’t be any Digital Marketer who doesn’t want to make it successful.

Linking Your subscribers To Twitter

This can be a good start up . You can link your yahoo and Gmail contact to your Twitter account.

All you have to do is open your company’s Twitter A/c. On the left side look for an option that says People you may know or Find Friends.

twitter

From here, you may connect your personal or professional email account. Twitter will then  check those emails IDs in their user database and will show the profile of your contacts . What’s next is – Follow them!

This will works more efficiently if you are using Google Apps for your Business because you  can easily sync all of your professional contacts or can say your subscribers with your business Twitter account.

To make your work easier you can upload a CSV of your contacts from your email, the process is quite simple.

  1. Export a CSV from your email provider.
  2. If you created any ad of your company to enhance your business (See Here). Now, go to ads.twitter.com => “Tools”  => “Audience Manager”.
  3. Now you have to create a new audience list by first giving a name to the audience, then choose the type of data you are going to upload.
  4. Now waiting for what? Upload your list.

Twitter will take few hours to process the list. Once it’s done, you can use your Twitter ads to target your audience generated by you only. This is an amazing way to promote offers, content, and downloads.

Link Your Subscribers To LinkedIn

The best way to represent your company professionally and grow your network is LinkedIn.  LinkedIn allows you get connected with your contacts of your personal email or even you can upload a list of your contacts.

All you have to do is.

  1. Open your LinkedIn, go to “Connections” => “Add Connections”.
  2. Click on Import File.
linkedin

LinkedIn will then upload the file, then show you a list of contacts. You can connect with all of them at once or even you can pick and choose some particular one who you want to connect with. Once you are done and get connected, you may invite these people to your groups or can indulge them to follow your company.

Link Your Subscribers To Google +

  1. Open your Google+, Click on“Home” => “People”.
  2. Click on Connect Services => Open address Book
  3. Upload your file and you are ready to go
google plus

You can check out whom you know and can share your daily updates and this can attract your contact or your subscribers  towards your services.

Link Your Subscribers To Facebook

You can definitely import your contact list to your Facebook, but I don’t recommend doing this personally. Because it’s common for people to go through Twitter, LinkedIn and Google+ for making professional network but that doesn’t stands so well for Facebook.

Although, you can create  “Custom Audience” and can run targeted ads. You can use make these ads to get more “Likes” on your Facebook Profile or can even use them as a part of  re-targeting campaign.

  1. To get started visit the Ads Manager => Audiences
  2. Click on the green button on the right side of the page that says “Create Audience” => “Custom Audience”.
  3. Now choose customer list => Upload. Then, upload the CSV of email provider you use.

From here, you can create an ad. Creating Facebook Ads is a deep topic itself, so without walking deep on that here, I can recommend you to check out Noah Kagan’s post What I learned spending $2 Million on Facebook Ads.

These all Social Media maybe act as just a chill pill but remember a lot of people visit here to get their chill pill and if your content your ad is an interesting one then you have a high probability to attract your subscribers and increase your subscriber’s list.

Statistics To Improve Customer Service

Today, businesses spend a lot of money on advertising to get customers and build relationship with them. Do you ever think – What do your customers think about “YOU”? Are your customers feeling the love from your business?

Everything start with the CUSTOMER.” — June Martin

So, its your job to provide the great customer experience to keep your customers happy.

“Always remember if you don’t take care of your customers, SOMEONE else will.”

Here is an exact definition of customer service:

What is Customer Service?

“Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met.” – Study

5 Things Great Companies Do For CUSTOMERS!

1. Know their products

2. Know their customers

3. Commit to quality service

4. Always help customers when they need it.

5. Always provide what they promise.

Customer service is not a department, it’s everyone’s job. In order to provide great customer service, every employee of your company matters; they all contribute. Whether an employee is part of your sales team interacting with customers face to face/phone-to-phone or he’s a designer to make sure the website works well and describe your products/service very well.

Customer service shouldn’t just be A department, it should be the entire company.”

– Tony Hsieh, CEO of Zappos

You don’t need to be perfect, you just have to take care of them and fix things when they go wrong.

When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.” – Kristin Smaby, “Being Human is Good Business”

Here are some statistics to get more insight about customer service:

Customer Service Statistics

  • 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.

  • On average, loyal customers are worth up to 10 times as much as their first purchase.

  • It takes 12 positive experiences to make up for one unresolved negative experience.

  • 82% of consumers have stopped doing business with a company because of bad customer service. – Zendesk

  • Email is a critical medium for online customer service. 94% of all online retailers provide email customer service and 27% of email inquires are answered incorrectly.

  • Knowledge of the product is more important than speed when emailing a customer, so do everything in your power to get it right the first time, every time. (Source: Zak Stambor, Internet Retailer, 2010)

  • The only thing more important than response time and personalization is the quality of your response. Go the extra mile to resolve questions in a single email.

  • Employees only ask for the customer’s name 21% of the time, says Contact Point’s Client Research Study.

  • 32% of social media users who contact a brand expect a response within 30 minutes, and 42% expect a response within 60 minutes. – Survey by The Social Habit

  • Happy customers delivers a big and predictable — return on investment: Happy customers, on average, tell 9 people about their experiences.

  • It’s 6 to 7 times more costly to attract a new customer than it is to retain an existing one.

  • E-commerce Statistics: The key reasons for abandoning online purchases are:

  1. Unexpected delivery costs (70%).

  2. Lack of information about the product, service or delivery (56%).

  3. Website difficult to navigate or can’t find what i’m looking for (46%).

  4. Complicated registration process (38%).

  5. Want to ask a question – can’t find the answer (37%).

  • Top two reasons for customer loss:

  1. Customers feel poorly treated.

  2. Failure to solve a problem in a timely manner.

(Source: Customer Experience Impact Report by Harris Interactive/RightNow, 2010)

Your most unhappy customers are your greatest source of learning.” – Bill Gates

Toll Free Number for Delivering Good Customer Experience

toll free number

Toll free number service helps you to deliver good customer service. Your customers can reach you when they have any query without paying a penny. Improve customer satisfaction by being available to take their call. You will never miss a call and it shows you care your customers. We can say,

Toll Free Number = Care Your Customers

What is Toll Free Number?

Toll free numbers are numbers which allow customers to contact a company, business or indivisual at no cost. Customers can able to make a call to you & ask their queries and they don’t have to pay for the call.

Toll free number can play a vital role in attracting new customers. Here are some toll-free number statistics:

Toll Free Number Statistics

  • Many research studies have found that a toll free number can improve sales by 30%.

  • 61% of shoppers still prefer to receive assistance over the phone. Source – Econsultancy

  • Vanity numbers had a 75.4% higher recall rate than regular 1800 number.

  • 75% of customers believe it takes too long to reach a live agent.

  • Studies shows that, people respond 30% more to an advertisement with a toll free number.

  • Vanity phone numbers were 33% more likely to drive clicks in mobile ads than their generic counterparts. – Study by RingBoost

  • By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Gartner Research)

  • A productive ad featuring a 1-800 Vanity phone number can generate a response rate of 30% or better.

  • Consumers have a 57.6% Average Higher Recall Rate of Vanity 800 Numbers over URLs.

I hope you enjoyed this post. Do you have any thoughts on the state of customer service? Please share them with us in the comment box below! We’d love to hear from you.