Mobile Technology at the Heart of Barcelona: Come Meet Idomoo at the 2015 Mobile World Congress (#MWC15)

Mobile Technology at the Heart of Barcelona: Come Meet Idomoo at the 2015 Mobile World Congress (#MWC15)

For companies taking an active role in today’s worldwide “mobile communications revolution”, the Mobile World Congress (MWC) is the biggest event of the season and some might say, the entire year. Idomoo is getting ready for show time!

unnamedTelecommunication companies, in particular, have reached a phase where transformation and an investment in customer experience is a must if they are to remain competitive in the field.

In the digital age, with multiple vendors providing essentially the same product or suite of services to customers, it’s important for those in more competitive industries like telecommunications to implement marketing and advertising campaigns that will help them to stand out and emotionally engage their customers.

Here’s what we’ve learned from our partners in the telecommunications world about the need for personalization and higher levels of engagement in order to retain customers and overcome the high churn rates that are common in the telecom industry:

Acquisition of New Customers is Expensive

According to KISSmetrics, it costs 7 times more to acquire a new customer than to retain an existing one. Customer acquisition requires intensive marketing and advertising programs that require planning and execution across multiple channels. These are costly and drive low ROI. As potential clients start entering the first part of the marketing funnel, the ability to track them and entice them through the funnel using pricy advertising campaigns or by contacting them through direct calling or promotions constitutes a tremendous amount of work for companies. These efforts may include multiple marketing teams, external agencies, or both. In short, acquiring new customers is important for every business, but keeping current customers satisfied is much more economical.

Another important benefit to customer retention is the increase that the brand will be witnessing over time in subscriber average revenue per user (ARPU) as well.

Investing Time and Effort into Customer Retention is Crucial

Another positive side effect of investments in customer retention is that happy customers are the best marketing and sales channels for your brand. If your customers are happy with the services they are getting and are receiving incentives for working with you, it increases the likelihood that they will recommend your product or service to others. “Word-of-mouth” marketing always pays off. Turn your clients into brand ambassadors, measure NPS and apply continuous improvements to processes accordingly. Invest in social media, emotional campaigns, personal event greetings and customer engagement programs that your customers will be happy to take part in.

Build the Right Mix of Customer Channels

During every step of the customer’s journey, telecommunications companies should aim for profound and powerful personalized customer communication that will emotionally connect customers to their brands. This helps to establish and strengthen brand affinity and loyalty.

Mobile World Congress

Proactively Minimize Calls to Contact Centers

A recent study from the Database Marketing Institute shows that if a customer is personally contacted by his telecom provider to address his concerns about billing before he has the chance to make the call himself, the likelihood of retaining him as a customer is dramatically higher since he will see himself as one of your “valued clients”.

Provide a clear visualized explanation of the customer’s monthly bill that is more likely to be viewed and understood. Minimize clients’ questions in advance, clear up any misunderstanding before it arises, show your customer that you are 100% transparent with regard to your monthly charges.

What Personalized Videos Can Do to Help Delight Current Customers and Attract New Ones

Many telecommunications companies across the world are using Idomoo’s Personalized Video Engagement Platform to interact with their customers in a unique, engaging and exciting way. The results are breathtaking and really show the value of this medium for engaging new customers and retaining older ones as well. Here’s how personalized video helped one of our clients – a leading US telecommunications company:

Optimizing the Onboarding Process: Cricket Telecom

idomoo2 In order to reduce churn and increase ARPU, one of our biggest US      telco customers has created an annual personalized video  communication plan that has helped clients better understand their billing process, introduce complementary products, celebrate personal occasions, and build an overall emotional connection with the subscriber. Idomoo suggested that in order to best reach out to clients, they would focus on the value they added more than just focusing on the billing information of customers’ individual accounts. Videos presented a campaign called “LLIB” or “Let’s Look Inside your Bucket” showing the client the services they received, complementary products and saving ideas in a humoristic and fun way.

Smoothing customers’ onboarding process and contacting them through a personalized video campaign throughout the year resulted in a reduction in early churn by 37% and a significant increase in Cricket’s Net Promoter Score.

Interested in learning more about the power of personalized video for telecom? Pop by our booth at the Mobile World Congress in Barcelona from March 2-5, 2015. We’ll be located in area 2D50. To schedule an appointment with us, please fill out this form.

Explore More Content

Generic selectors
Exact matches only
Search in title
Search in content
Post Type Selectors

Subscribe to Our Newsletter

Explore More Content

Related Articles

Why Spotify Wrapped Works and How You Can Do It Too

Why Spotify Wrapped Works and How You Can Do It Too

It’s finally here — the most wonderful time of the year: holidays, presents, way too much eggnog and the much-anticipated release of Spotify Wrapped. Around the first week of December every year, Spotify sends more than 150 million users a shareable recap of what they’ve listened to this year. Whether you like seeing your top artists or just want to know exactly how many times your friend played that Taylor Swift hit, Wrapped is a fun way to celebrate music and community. For marketers, there’s a lot to learn here. Spotify Wrapped shows how the right combination of personalization, visuals and shareability can create a flywheel of engagement for users. In this post, we’ll dig into how the trend got started, what makes it work and how you can leverage the trend for your audience, even if you don’t happen to be the largest music streaming service in the world.

Read More
5 Quick Tips for Getting Started With Personalised Video

5 Quick Tips for Getting Started With Personalised Video

When it comes to creating real connections with your audience, Personalised Video is a powerful tool. But like any tool, you need to use it the right way for it to be effective. If you’re just dipping your toes into the world of Personalised Video, we have a few tips to share from lessons learned over the past decade-plus of working with clients in a range of industries, ranging from higher education to hospitality. Some of the biggest perceived hurdles to getting started with Personalised Video involve time, money, and where to get all that data. We’re here to help. Read on for five (easy) Personalised Video tips you need to know now. 1. Right-Size Your Personalisation Personalisation isn’t one size fits all. What works well in one industry may not work in another. Case in point: Your bank certainly knows your account number, but that doesn’t mean you want

Read More
How To Choose the Right Personalised Video Software

How To Choose the Right Personalised Video Software

As tailored experiences become the norm rather than the exception, Personalised Video has been increasingly used by brands across industries to improve the effectiveness of their marketing strategies. Take a look at the nonprofit industry where Personalised Videos delivered via email led to higher engagement among donors led to a staggering 17x ROI for the Canadian Red Cross. Meanwhile, gaming brands like Ubisoft and Activision have seen great success with personalised recap videos that strengthen player loyalty and retention. As a versatile tool, Personalised Video can be used to level up communication throughout the sales process and customer journey. Here are just a few use cases and ideas to consider: Improve outreach efforts with highly tailored video messages Acquire new customers with engaging video offers Grow brand awareness when customers share their personalised content Optimise the onboarding experience with Personalised and Interactive Video tutorials In an era where one-size-fits-all no

Read More

Download the Report

See more of the data and findings in the full report.

Thanks for downloading!

Your copy of our 2023 State of Video Technology consumer study has opened in a new tab.

Request a Call

Leave your details below, and our team will contact you ASAP to show you what Personalised Video can do for you.