April 2007
Monthly Archive
More innovation needed for mobile banking
MattE 27 Apr 2007 | : SMS, consumer engagement
Here is an interesting piece from the Australian Mobile Telecommunications Association. It highlights the need to consider mobile initiatives differently from online methods, just as online is different to print. While it cites US research the principals apply globally.
 JupiterResearch says that despite renewed efforts on the part of financial institutions, overall interest in mobile banking services is limited. The company says that just eight percent of online consumers who own a cell phone are interested in using mobile browsing to check account balances.
Innovative Marketing - egg producer
MattE 27 Apr 2007 | : Marketing, SMS, consumer engagement
How do you make your product in a consumer environment where demand is tempered by health concerns over the origins of the food items? Simple, through product information disclosure.
Other than looking for a way to increase sales following an untimely end to an existing supply contract, Chippindale Foods has captured the subtly implied needs of its end user - the cook in the kitchen.
The family-run packing operation launched its Yorkshire Free Range Eggs brand back in 2005 and was the first packer to create a website, wheresyoursfrom.com — where consumers could trace the origin of their eggs. By simply entering the producer code stamped on the egg it is possible to read details about the individual farm—and farmer—where the eggs have been laid. It is an idea that has since caught on with other packers. (source - theranger.co.uk)
Pepsi Cola unveils new marketing approach
MattE 23 Apr 2007 | : Marketing, consumer engagement
In another example by a major international consumer product to engage with its market comes this news about Pepsi’s radical move to market interaction:
Time Spent: An alternative to Page Views
I was interested to read this at Time Spent: Nielson Moves From Away From Page Views
The Wall Street Journal’s (account required) reporters are top-notch journalists. Journalists are paid to ask the right questions. Yet today, while they report that Nielsen is shifting from page view metrics to time-spent metrics, nobody questions the absurdity.
According to the Journal:
Use of SMS could have saved VT lives
MattE 21 Apr 2007 | : Communications, SMS
The use of an SMS warning sent to all on campus could have saved lives in the Virginia Tech massacre. Instead email was used which had far less reach and less timeliness.
The use of an email warning was also used in today’s shooting at the NASA Space Center. In this incident, staff were also notified of the situation via email.
The problem with email is it requires the recipient to be at their computer at the time. In the case of VT, those at risk were unlikely to have been online at the time.
Viral de-marketing - customers biting back
MattE 19 Apr 2007 | : Marketing, SMS, Web
I came across this article in, of all places the Hindu Business Line (they are switched on in India). The article titledViral de-marketing points out quite graphically how poor word of mouth can effectively de-rail a business, especially so using email, SMS and blogs where the ease of rapidly disseminating negative views is so easy.
While it is a while since I have done my customer service training courses (but still available as a speaker!) it shows the importance of having effective customer complaints processes in place, including ASKING for feedback from customers about their experience.
How to write numbers on web pages
MattE 17 Apr 2007 | : Communications, Web
I was interested to read Jakob Nielsen’s Alertbox about writing numbers for the web.
Normally I am one for resisting changes to convention, it takes a bit of effort to wrap my mind around some things, but along with other ‘new conventions’ when it comes to the web, such as use of bullet points, bolding text, plenty of subheadings etc, writing all numbers as numbers seems pretty logical.
Nielsen says that eyetracking studies have shown that numbers are attractants and stoppers of wandering eyes.
Among our discoveries was that numerals often stop the wandering eye and attract fixations, even when they’re embedded within a mass of words that users otherwise ignore.
Local rate SMS 13 numbers could be a boon for Aussie business
MattE 16 Apr 2007 | : Marketing, SMS
Some exciting news this week for Australian companies wanting to make wider use of SMS as a rapid response tool.
A six month trial is starting that will see a limited number of companies be able to have their 1300 numbers text enabled.
An industry pilot allowing consumers to send SMS
messages to a limited number of corporate local-rate (13/1300) numbers is about to commence under the auspices of Communications Alliance.
People driving themselves to distraction with text messages
Statistics into the amount of time that young drivers have their eyes off the road may be exaggerated if observations of non-drivers sending text messages is any indication.
Quick list of uses for SMS
MattE 13 Apr 2007 | : Marketing, SMS
Here is a quick list of uses for SMS - there are many opportunities for SMS use by businesses clubs, schools and individuals to make communications easier, faster and cheaper.
- Doctors, opticians, driving schools - texting personalised appointment reminders - much more effective and cheaper then calling customers directly or sending reminder slips.
- Sporting teams announcing a change of fixture, match results, team updates - directly into the hands of people that have chosen to receive them. Ideal for last minute changes.
