A compelling time-sensitive offer eases a new mobile customer’s path-to-purchase and can be structured to clearly attribute offer revenue to the mobile channel through unique coupon codes:
Restaurant guests can be made aware of and instructed how to sign up for your SMS program with on-site signage:
“Text HELLO to [NUMBER] to sign up for regular updates about weekly specials, BOGO sales, and date night ideas.”
A restaurant franchise can customize invitations to a restaurant opening by zip code, ensuring that potential customers in a nearby geographic location get notified for only the most relevant offers:
“It’s here, it’s here! Our new location near [ZIP CODE] opens TOMORROW at 10AM. Will we see you for brunch?”
“Ding dong, your order has arrived! We’re pretty excited for you. If you love it as much as we think you will, don’t forget to post a selfie here: [LINK]”
“Did someone say LUNCH? You’re in luck — today you can grab our BOGO lunch deal. Buy one burrito, get one for free with the code “MOBILEBOGO”. Come on in!”
“Try out our new ‘Spin to Win’ game — you may just win a free meal!”
Acquiring a customer into your SMS program is a call to action, both online and offline, for a new or existing customer to enroll in your text program. Once a customer is enrolled in your mobile SMS subscription list you will be able to send them offers, promotions, and other content through SMS and MMS messages.
Mobile SMS Subscriber Acquisition
STEP 1
ADVANTAGE
+
ADVANTAGE
+
Pre-Purchase
STEP 2
Pre-purchase communications refer to interactions a customer has with your brand before completing their first mobile-originated purchase. These interactions must be optimized to ensure every message builds trust and encourages future engagement.
Post-Purchase
STEP 4
Servicing touch points include activities surrounding the purchase, such status updates and order reminders, buy-online-pick-up-in-store communications, and payment notifications.
Restaurants can provide a positive experience that builds trust by following up on order information in a timely way and sending updates throughout the delivery experience:
ADVANTAGE
Purchase
STEP 3
A purchase is the first transaction with a customer that was originated by and attributed to the mobile channel. Communications might include cart recovery, unique sale opportunities, or retargeting efforts that bring a customer back to your website to reinforce an offer.
Loyalty
STEP 5
Loyalty touch points refer to mobile communications that build affinity with customers by providing good customer experiences and suggestions for new interactions over time. Communications might surround refilling or restocking products, new seasonal offers, or gift ideas.
Restaurants can drive more sales while entertaining guests by sharing special games, incentives, or promotions:
ADVANTAGE
Construct a mobile database oriented around data capture (like using zip code to capture location data), setting the stage for a system that can identify each customer right away.
Mobile database increase from Single Email Acquisition Deployment
+44%
Make the most of the intimacy of mobile communications by automating interactions based on existing data, such as profile data or behavioral data, allowing you to send extremely personalized and specific messages.
increase in SMS click thru rates as a result of targeted messages
+30%
Proactively reaching out to customers is a great way to drive continued interaction and relationships — and sales. Send relevant subsequent content based on a customer’s past interactions with your brand, which is exactly how consumers wish to engage with their favorite brands.
increase in revenue per message vs. general marketing messages
6x
Ongoing mobile communication helps to ease a customer's path to purchase thanks to automated, data-based retargeting.
increase in revenue/message for retargeted SMS messages compared to non-retargeted SMS'
2X
BOPIS click-thru rate on 'Alt Pickup' details
74%
BOPIS click-thru rate on 'Ready for Pickup' details
45%
ADVANTAGE
+
+
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
Acquiring a customer into your SMS program is a call to action, both online and offline, for a new or existing customer to enroll in your text program. Once a customer is enrolled in your mobile SMS subscription list you will be able to send them offers, promotions, and other content through SMS and MMS messages.
Mobile SMS Subscriber Acquisition
STEP 1
Financial services brands can include the option to sign up for text messages within their communications preference center:
[Checkbox] “Yes, I’m willing to receive mobile communications via text messages at [PHONE NUMBER].”
ADVANTAGE
+
ADVANTAGE
+
Pre-Purchase
STEP 2
Pre-purchase communications refer to interactions a customer has with your brand before completing their first mobile-originated purchase. These interactions must be optimized to ensure every message builds trust and encourages future engagement.
A banking institution can promote new product offers to customers with existing, complementary accounts:
“As a valued credit card banking customer, we’d like to give you a special offer. This month only, open a new checking account with us and get a $500.00 credit to your account!”
Post-Purchase
STEP 4
Servicing touch points include activities surrounding the purchase, such status updates and order reminders, buy-online-pick-up-in-store communications, and payment notifications.
In the financial services space, post-purchase reminders can be helpful in reminding customers of upcoming payments and renewals:
“Hello! This is a reminder that your quarterly insurance payment is coming up on [DATE]. If you’d like to make any adjustments to your coverage, please contact us here: [CONTACT INFORMATION]”
ADVANTAGE
+
ADVANTAGE
+
Purchase
STEP 3
A purchase is the first transaction with a customer that was originated by and attributed to the mobile channel. Communications might include cart recovery, unique sale opportunities, or retargeting efforts that bring a customer back to your website to reinforce an offer.
“Did the Traveler’s Card not meet your needs? Click here to check out the Diner’s Card, which offers 3X points back on all restaurant charges!”
When a banking institution knows a customer was looking at credit card options but didn’t apply for one, they can send a retargeting message to highlight the perks of a different card:
Loyalty
STEP 5
Loyalty touch points refer to mobile communications that build affinity with customers by providing good customer experiences and suggestions for new interactions over time. Communications might surround refilling or restocking products, new seasonal offers, or gift ideas.
Insurance brands can reinforce the value they provide their customers by proactively highlighting insurance benefits:
“Have you taken advantage of your free Financial Planning meeting? Our financial experts are standing by to take your appointment. Click here to schedule: [LINK]”
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
Construct a mobile database oriented around data capture (like using zip code to capture location data), setting the stage for a system that can identify each customer right away.
Mobile database increase from Single Email Acquisition Deployment
+44%
Make the most of the intimacy of mobile communications by automating interactions based on existing data, such as profile data or behavioral data, allowing you to send extremely personalized and specific messages.
increase in SMS click thru rates as a result of targeted messages
+30%
Proactively reaching out to customers is a great way to drive continued interaction and relationships — and sales. Send relevant subsequent content based on a customer’s past interactions with your brand, which is exactly how consumers wish to engage with their favorite brands.
increase in revenue per message vs. general marketing messages
6x
Ongoing mobile communication helps to ease a customer's path to purchase thanks to automated, data-based retargeting.
increase in revenue/message for retargeted SMS messages compared to non-retargeted SMS'
2X
BOPIS click-thru rate on 'Alt Pickup' details
74%
BOPIS click-thru rate on 'Ready for Pickup' details
45%
RETAIL
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
5 Steps to Closer Relationships With Your Customers
Visualizing the Customer Mobile Journey:
Today’s consumer is remarkably and increasingly immune to advertisements they see. As a result, they’re quick to avoid them. This problem is exacerbated by new restrictions around third-party advertising data, which as many as 51% of marketers rely on to inform their marketing efforts. So as a marketer, how are you supposed to connect and communicate with consumers to make sure they know you’re the best choice for their needs?
The answer? Well it is right inside your customer’s pocket: their mobile phone.
Mobile marketing offers unique competitive advantages to marketers that want to connect with customers and build engagement quickly. For starters, customers are more engaged when receiving brand messages through such a personal touchpoint. Using such a direct customer interaction as the source of marketing communications also allows marketers to shift from a dwindling supply of third-party data. With mobile they can collect and act on zero- and first-party data that is gathered through direct and consumer requested interactions.
The implementation of an effective mobile marketing strategy can lead to powerful results like a better consumer experience, reduced costs, greater brand innovation, and increased brand loyalty over time — and that’s just a starting point.
Let’s explore what the mobile marketing journey could look like for your customer — and how it can drive incredible results that help you meet your marketing goals.
refers to data a brand collects directly from a customer based on their behavior and past records of activity from point-of-sale and CRM data, subscription information, and more.
First Party Data
refers to data that is voluntarily given to a brand by the customer, such as preference data, quiz or survey responses, or loyalty program memberships.
Zero Party Data
CHOOSE AN INDUSTRY:
FINANCIAL SERVICES
RESTAURANT
RETAIL
RETAIL
Acquiring a customer into your SMS program is a call to action, both online and offline, for a new or existing customer to enroll in your text program. Once a customer is enrolled in your mobile SMS subscription list you will be able to send them offers, promotions, and other content through SMS and MMS messages.
Mobile SMS Subscriber Acquisition
STEP 1
Subscribing retail customers into an SMS program can be as simple as a website banner or sending an email invitation. Banner copy for website landing page or email newsletter:
"Text HELLO to [NUMBER] for exclusive offers, news, and more!"
ADVANTAGE
+
ADVANTAGE
+
Pre-Purchase
STEP 2
Pre-purchase communications refer to interactions a customer has with your brand before completing their first mobile-originated purchase. These interactions must be optimized to ensure every message builds trust and encourages future engagement.
ADVANTAGE
+
Many retailers see success with promotions and offers based on past customer behavior, such as non-mobile originated order history or interests:
“Hey there, you’re just in time for our daily flash sale! Today the deal is… Get a free gift with a $50 purchase!”
ADVANTAGE
+
Make the most of the intimacy of mobile communications by automating interactions based on existing data, such as profile data or behavioral data, allowing you to send extremely personalized and specific messages.
increase in SMS click thru rates as a result of targeted messages
+30%
Post-Purchase
STEP 4
Servicing touchpoints revolve around the purchasing process and include, status updates, order reminders, buy-online-pick-up-in-store communication, and payment notifications.
Retailers can provide a positive experience that builds trust by following up on order information in a timely way and sending updates throughout the delivery experience:
“Ding dong, your order has arrived! We’re pretty excited for you. If you love it as much as we think you will, don’t forget to post a selfie here: [LINK]”
Purchase
STEP 3
A purchase is the first transaction with a customer that was originated by and attributed to the mobile channel. Communications might include cart recovery, unique sale opportunities, or retargeting efforts that bring a customer back to your website to reinforce an offer.
“Missing something? We noticed you didn’t complete your checkout. Click here to confirm your cart and place your order:[LINK]”
Cart recovery is a common opportunity for retailers to re-capture a customers attention and encourage sale:
Loyalty
STEP 5
Loyalty touch points refer to mobile communications that build affinity with customers by providing good customer experiences and suggestions for new interactions over time. Communications might surround refilling or restocking products, new seasonal offers, or gift ideas.
Retailers that offer consumable goods like beauty or food products see great results from proactively suggesting refills and reorders based on past purchase behavior:
“Are you all stocked up on [PRODUCT]? It’s a good time to check and re-order if you need to: [LINK]”
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
Construct a mobile database oriented around data capture (like using zip code to capture location data), setting the stage for a system that can identify each customer right away.
Mobile database increase from Single Email Acquisition Deployment
+44%
Proactively reaching out to customers is a great way to drive continued interaction and relationships — and sales. Send relevant subsequent content based on a customer’s past interactions with your brand, which is exactly how consumers wish to engage with their favorite brands.
increase in revenue per message vs. general marketing messages
6x
Ongoing mobile communication helps to ease a customer's path to purchase thanks to automated, data-based retargeting.
increase in revenue/message for retargeted SMS messages compared to non-retargeted SMS'
2X
BOPIS click-thru rate on 'Alt Pickup' details
74%
BOPIS click-thru rate on 'Ready for Pickup' details
45%
Acquiring a customer into your SMS program is a call to action, both online and offline, for a new or existing customer to enroll in your text program. Once a customer is enrolled in your mobile SMS subscription list you will be able to send them offers, promotions, and other content through SMS and MMS messages.
Mobile SMS Subscriber Acquisition
STEP 1
Restaurant guests can be made aware of and instructed how to sign up for your SMS program with on-site signage:
“Text HELLO to [NUMBER] to sign up for regular updates about weekly specials, BOGO sales, and date night ideas.”
ADVANTAGE
+
ADVANTAGE
+
Pre-Purchase
STEP 2
Pre-purchase communications refer to interactions a customer has with your brand before completing their first mobile-originated purchase. These interactions must be optimized to ensure every message builds trust and encourages future engagement.
A restaurant franchise can customize invitations to a restaurant opening by zip code, ensuring that potential customers in a nearby geographic location get notified for only the most relevant offers:
“It’s here, it’s here! Our new location near [ZIP CODE] opens TOMORROW at 10AM. Will we see you for brunch?”
Post-Purchase
STEP 4
Servicing touch points include activities surrounding the purchase, such status updates and order reminders, buy-online-pick-up-in-store communications, and payment notifications.
Restaurants can provide a positive experience that builds trust by following up on order information in a timely way and sending updates throughout the delivery experience:
“Ding dong, your order has arrived! We’re pretty excited for you. If you love it as much as we think you will, don’t forget to post a selfie here: [LINK]”
ADVANTAGE
+
ADVANTAGE
+
Purchase
STEP 3
A purchase is the first transaction with a customer that was originated by and attributed to the mobile channel. Communications might include cart recovery, unique sale opportunities, or retargeting efforts that bring a customer back to your website to reinforce an offer.
“Did someone say LUNCH? You’re in luck — today you can grab our BOGO lunch deal. Buy one burrito, get one for free with the code “MOBILEBOGO”. Come on in!”
A compelling time-sensitive offer eases a new mobile customer’s path-to-purchase and can be structured to clearly attribute offer revenue to the mobile channel through unique coupon codes:
Loyalty
STEP 5
Loyalty touch points refer to mobile communications that build affinity with customers by providing good customer experiences and suggestions for new interactions over time. Communications might surround refilling or restocking products, new seasonal offers, or gift ideas.
Restaurants can drive more sales while entertaining guests by sharing special games, incentives, or promotions:
“Try out our new ‘Spin to Win’ game — you may just win a free meal!”
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
Construct a mobile database oriented around data capture (like using zip code to capture location data), setting the stage for a system that can identify each customer right away.
Mobile database increase from Single Email Acquisition Deployment
+44%
Make the most of the intimacy of mobile communications by automating interactions based on existing data, such as profile data or behavioral data, allowing you to send extremely personalized and specific messages.
increase in SMS click thru rates as a result of targeted messages
+30%
Proactively reaching out to customers is a great way to drive continued interaction and relationships — and sales. Send relevant subsequent content based on a customer’s past interactions with your brand, which is exactly how consumers wish to engage with their favorite brands.
increase in revenue per message vs. general marketing messages
6x
Ongoing mobile communication helps to ease a customer's path to purchase thanks to automated, data-based retargeting.
increase in revenue/message for retargeted SMS messages compared to non-retargeted SMS'
2X
BOPIS click-thru rate on 'Alt Pickup' details
74%
BOPIS click-thru rate on 'Ready for Pickup' details
45%
Acquiring a customer into your SMS program is a call to action, both online and offline, for a new or existing customer to enroll in your text program. Once a customer is enrolled in your mobile SMS subscription list you will be able to send them offers, promotions, and other content through SMS and MMS messages.
Mobile SMS Subscriber Acquisition
STEP 1
Financial services brands can include the option to sign up for text messages within their communications preference center:
[Checkbox] “Yes, I’m willing to receive mobile communications via text messages at [PHONE NUMBER].”
ADVANTAGE
+
ADVANTAGE
+
Pre-Purchase
STEP 2
Pre-purchase communications refer to interactions a customer has with your brand before completing their first mobile-originated purchase. These interactions must be optimized to ensure every message builds trust and encourages future engagement.
A banking institution can promote new product offers to customers with existing, complementary accounts:
“As a valued credit card banking customer, we’d like to give you a special offer. This month only, open a new checking account with us and get a $500.00 credit to your account!”
Post-Purchase
STEP 4
Servicing touch points include activities surrounding the purchase, such status updates and order reminders, buy-online-pick-up-in-store communications, and payment notifications.
In the financial services space, post-purchase reminders can be helpful in reminding customers of upcoming payments and renewals:
“Hello! This is a reminder that your quarterly insurance payment is coming up on [DATE]. If you’d like to make any adjustments to your coverage, please contact us here: [CONTACT INFORMATION]”
ADVANTAGE
+
ADVANTAGE
+
Purchase
STEP 3
A purchase is the first transaction with a customer that was originated by and attributed to the mobile channel. Communications might include cart recovery, unique sale opportunities, or retargeting efforts that bring a customer back to your website to reinforce an offer.
“Did the Traveler’s Card not meet your needs? Click here to check out the Diner’s Card, which offers 3X points back on all restaurant charges!”
When a banking institution knows a customer was looking at credit card options but didn’t apply for one, they can send a retargeting message to highlight the perks of a different card:
Loyalty
STEP 5
Loyalty touch points refer to mobile communications that build affinity with customers by providing good customer experiences and suggestions for new interactions over time. Communications might surround refilling or restocking products, new seasonal offers, or gift ideas.
Insurance brands can reinforce the value they provide their customers by proactively highlighting insurance benefits:
“Have you taken advantage of your free Financial Planning meeting? Our financial experts are standing by to take your appointment. Click here to schedule: [LINK]”
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
ADVANTAGE
+
Construct a mobile database oriented around data capture (like using zip code to capture location data), setting the stage for a system that can identify each customer right away.
Mobile database increase from Single Email Acquisition Deployment
+44%
Make the most of the intimacy of mobile communications by automating interactions based on existing data, such as profile data or behavioral data, allowing you to send extremely personalized and specific messages.
increase in SMS click thru rates as a result of targeted messages
+30%
Proactively reaching out to customers is a great way to drive continued interaction and relationships — and sales. Send relevant subsequent content based on a customer’s past interactions with your brand, which is exactly how consumers wish to engage with their favorite brands.
increase in revenue per message vs. general marketing messages
6x
Ongoing mobile communication helps to ease a customer's path to purchase thanks to automated, data-based retargeting.
increase in revenue/message for retargeted SMS messages compared to non-retargeted SMS'
2X
BOPIS click-thru rate on 'Alt Pickup' details
74%
BOPIS click-thru rate on 'Ready for Pickup' details
45%
From SMS, MMS, and push notifications, to Mobile Wallet and in-app communication, Vibes is the partner you need to acquire new customers and turn them into loyal lifelong advocates for your brand.
Learn more at Vibes.com.
Lay the Groundwork for an Intimate, Impactful Relationship With Your Customers
A successful mobile customer relationship is cyclical, as steps in the process drive retention and re-engagement beyond the initial one-time purchase.
Open rate of texts vs emails
5x
Open rate of sms messages
98%
estimated value of annual DIGITAL coupon redemption
$90B
Increase of mobile customer opt-ins in 2022
41%
avg response time to sms messages
3 sec
of consumers demand sms marketing
54%
Mobile marketing gets results
Download an individual journey:
RETAIL
REstaurant
financial services
5 Steps to Closer Relationships With Your Customers
Visualizing the Customer Mobile Journey:
Today’s consumer is remarkably and increasingly immune to advertisements they see. As a result, they’re quick to avoid them. This problem is exacerbated by new restrictions around third-party advertising data, which as many as 51% of marketers rely on to inform their marketing efforts. So as a marketer, how are you supposed to connect and communicate with consumers to make sure they know you’re the best choice for their needs?
The answer? Well it is right inside your customer’s pocket: their mobile phone.
Mobile marketing offers unique competitive advantages to marketers that want to connect with customers and build engagement quickly. For starters, customers are more engaged when receiving brand messages through such a personal touchpoint. Using such a direct customer interaction as the source of marketing communications also allows marketers to shift from a dwindling supply of third-party data. With mobile they can collect and act on zero- and first-party data that is gathered through direct and consumer requested interactions.
The implementation of an effective mobile marketing strategy can lead to powerful results like a better consumer experience, reduced costs, greater brand innovation, and increased brand loyalty over time — and that’s just a starting point.
Let’s explore what the mobile marketing journey could look like for your customer — and how it can drive incredible results that help you meet your marketing goals.
refers to data a brand collects directly from a customer based on their behavior and past records of activity from point-of-sale and CRM data, subscription information, and more.
First Party Data
refers to data that is voluntarily given to a brand by the customer, such as preference data, quiz or survey responses, or loyalty program memberships.
Zero Party Data
CHOOSE AN INDUSTRY:
FINANCIAL SERVICES
RESTAURANT
RETAIL
RETAIL
Acquiring a customer into your SMS program is a call to action, both online and offline, for a new or existing customer to enroll in your text program. Once a customer is enrolled in your mobile SMS subscription list you will be able to send them offers, promotions, and other content through SMS and MMS messages.
Mobile SMS Subscriber Acquisition
STEP 1
Subscribing retail customers into an SMS program can be as simple as a website banner or sending an email invitation. Banner copy for website landing page or email newsletter:
"Text HELLO to [NUMBER] for exclusive offers, news, and more!"
ADVANTAGE
+
Pre-Purchase
STEP 2
Pre-purchase communications refer to interactions a customer has with your brand before completing their first mobile-originated purchase. These interactions must be optimized to ensure every message builds trust and encourages future engagement.
ADVANTAGE
+
Many retailers see success with promotions and offers based on past customer behavior, such as non-mobile originated order history or interests:
“Hey there, you’re just in time for our daily flash sale! Today the deal is… Get a free gift with a $50 purchase!”
Make the most of the intimacy of mobile communications by automating interactions based on existing data, such as profile data or behavioral data, allowing you to send extremely personalized and specific messages.
increase in SMS click thru rates as a result of targeted messages
+30%
Post-Purchase
STEP 4
Servicing touchpoints revolve around the purchasing process and include, status updates, order reminders, buy-online-pick-up-in-store communication, and payment notifications.
Retailers can provide a positive experience that builds trust by following up on order information in a timely way and sending updates throughout the delivery experience:
“Ding dong, your order has arrived! We’re pretty excited for you. If you love it as much as we think you will, don’t forget to post a selfie here: [LINK]”
Purchase
STEP 3
A purchase is the first transaction with a customer that was originated by and attributed to the mobile channel. Communications might include cart recovery, unique sale opportunities, or retargeting efforts that bring a customer back to your website to reinforce an offer.
“Missing something? We noticed you didn’t complete your checkout. Click here to confirm your cart and place your order:[LINK]”
Cart recovery is a common opportunity for retailers to re-capture a customers attention and encourage sale:
ADVANTAGE
+
ADVANTAGE
+
Loyalty
STEP 5
Loyalty touch points refer to mobile communications that build affinity with customers by providing good customer experiences and suggestions for new interactions over time. Communications might surround refilling or restocking products, new seasonal offers, or gift ideas.
“Are you all stocked up on [PRODUCT]? It’s a good time to check and re-order if you need to: [LINK]”
Retailers that offer consumable goods like beauty or food products see great results from proactively suggesting refills and reorders based on past purchase behavior:
ADVANTAGE
+
Construct a mobile database oriented around data capture (like using zip code to capture location data), setting the stage for a system that can identify each customer right away.
Mobile database increase from Single Email Acquisition Deployment
+44%
Proactively reaching out to customers is a great way to drive continued interaction and relationships — and sales. Send relevant subsequent content based on a customer’s past interactions with your brand, which is exactly how consumers wish to engage with their favorite brands.
increase in revenue per message vs. general marketing messages
6x
Ongoing mobile communication helps to ease a customer's path to purchase thanks to automated, data-based retargeting.
increase in revenue/message for retargeted SMS messages compared to non-retargeted SMS'
2X
BOPIS click-thru rate on 'Alt Pickup' details
74%
BOPIS click-thru rate on 'Ready for Pickup' details
45%
Acquiring a customer into your SMS program is a call to action, both online and offline, for a new or existing customer to enroll in your text program. Once a customer is enrolled in your mobile SMS subscription list you will be able to send them offers, promotions, and other content through SMS and MMS messages.
Mobile SMS Subscriber Acquisition
STEP 1
Restaurant guests can be made aware of and instructed how to sign up for your SMS program with on-site signage:
“Text HELLO to [NUMBER] to sign up for regular updates about weekly specials, BOGO sales, and date night ideas.”
Pre-Purchase
STEP 2
Pre-purchase communications refer to interactions a customer has with your brand before completing their first mobile-originated purchase. These interactions must be optimized to ensure every message builds trust and encourages future engagement.
A restaurant franchise can customize invitations to a restaurant opening by zip code, ensuring that potential customers in a nearby geographic location get notified for only the most relevant offers:
“It’s here, it’s here! Our new location near [ZIP CODE] opens TOMORROW at 10AM. Will we see you for brunch?”
Post-Purchase
STEP 4
Servicing touch points include activities surrounding the purchase, such status updates and order reminders, buy-online-pick-up-in-store communications, and payment notifications.
“Ding dong, your order has arrived! We’re pretty excited for you. If you love it as much as we think you will, don’t forget to post a selfie here: [LINK]”
Restaurants can provide a positive experience that builds trust by following up on order information in a timely way and sending updates throughout the delivery experience:
Purchase
STEP 3
A purchase is the first transaction with a customer that was originated by and attributed to the mobile channel. Communications might include cart recovery, unique sale opportunities, or retargeting efforts that bring a customer back to your website to reinforce an offer.
“Did someone say LUNCH? You’re in luck — today you can grab our BOGO lunch deal. Buy one burrito, get one for free with the code “MOBILEBOGO”. Come on in!”
A compelling time-sensitive offer eases a new mobile customer’s path-to-purchase and can be structured to clearly attribute offer revenue to the mobile channel through unique coupon codes:
Loyalty
STEP 5
Loyalty touch points refer to mobile communications that build affinity with customers by providing good customer experiences and suggestions for new interactions over time. Communications might surround refilling or restocking products, new seasonal offers, or gift ideas.
“Try out our new ‘Spin to Win’ game — you may just win a free meal!”
Restaurants can drive more sales while entertaining guests by sharing special games, incentives, or promotions:
ADVANTAGE
+
Construct a mobile database oriented around data capture (like using zip code to capture location data), setting the stage for a system that can identify each customer right away.
Mobile database increase from Single Email Acquisition Deployment
+44%
ADVANTAGE
+
Make the most of the intimacy of mobile communications by automating interactions based on existing data, such as profile data or behavioral data, allowing you to send extremely personalized and specific messages.
increase in SMS click thru rates as a result of targeted messages
+30%
ADVANTAGE
+
Proactively reaching out to customers is a great way to drive continued interaction and relationships — and sales. Send relevant subsequent content based on a customer’s past interactions with your brand, which is exactly how consumers wish to engage with their favorite brands.
increase in revenue per message vs. general marketing messages
6x
ADVANTAGE
+
Ongoing mobile communication helps to ease a customer's path to purchase thanks to automated, data-based retargeting.
increase in revenue/message for retargeted SMS messages compared to non-retargeted SMS'
2X
ADVANTAGE
+
BOPIS click-thru rate on 'Alt Pickup' details
74%
BOPIS click-thru rate on 'Ready for Pickup' details
45%
Acquiring a customer into your SMS program is a call to action, both online and offline, for a new or existing customer to enroll in your text program. Once a customer is enrolled in your mobile SMS subscription list you will be able to send them offers, promotions, and other content through SMS and MMS messages.
Mobile SMS Subscriber Acquisition
STEP 1
Financial services brands can include the option to sign up for text messages within their communications preference center:
[Checkbox] “Yes, I’m willing to receive mobile communications via text messages at [PHONE NUMBER].”
Pre-Purchase
STEP 2
Pre-purchase communications refer to interactions a customer has with your brand before completing their first mobile-originated purchase. These interactions must be optimized to ensure every message builds trust and encourages future engagement.
A banking institution can promote new product offers to customers with existing, complementary accounts:
“As a valued credit card banking customer, we’d like to give you a special offer. This month only, open a new checking account with us and get a $500.00 credit to your account!”
Post-Purchase
STEP 4
Servicing touch points include activities surrounding the purchase, such status updates and order reminders, buy-online-pick-up-in-store communications, and payment notifications.
“Hello! This is a reminder that your quarterly insurance payment is coming up on [DATE]. If you’d like to make any adjustments to your coverage, please contact us here: [CONTACT INFORMATION]”
In the financial services space, post-purchase reminders can be helpful in reminding customers of upcoming payments and renewals:
Purchase
STEP 3
A purchase is the first transaction with a customer that was originated by and attributed to the mobile channel. Communications might include cart recovery, unique sale opportunities, or retargeting efforts that bring a customer back to your website to reinforce an offer.
“Did the Traveler’s Card not meet your needs? Click here to check out the Diner’s Card, which offers 3X points back on all restaurant charges!”
When a banking institution knows a customer was looking at credit card options but didn’t apply for one, they can send a retargeting message to highlight the perks of a different card:
Loyalty
STEP 5
Loyalty touch points refer to mobile communications that build affinity with customers by providing good customer experiences and suggestions for new interactions over time. Communications might surround refilling or restocking products, new seasonal offers, or gift ideas.
“Have you taken advantage of your free Financial Planning meeting? Our financial experts are standing by to take your appointment. Click here to schedule: [LINK]”
Insurance brands can reinforce the value they provide their customers by proactively highlighting insurance benefits:
ADVANTAGE
+
Construct a mobile database oriented around data capture (like using zip code to capture location data), setting the stage for a system that can identify each customer right away.
Mobile database increase from Single Email Acquisition Deployment
+44%
ADVANTAGE
+
Make the most of the intimacy of mobile communications by automating interactions based on existing data, such as profile data or behavioral data, allowing you to send extremely personalized and specific messages.
increase in SMS click thru rates as a result of targeted messages
+30%
ADVANTAGE
+
Ongoing mobile communication helps to ease a customer's path to purchase thanks to automated, data-based retargeting.
increase in revenue/message for retargeted SMS messages compared to non-retargeted SMS'
2X
ADVANTAGE
+
BOPIS click-thru rate on 'Alt Pickup' details
74%
BOPIS click-thru rate on 'Ready for Pickup' details
45%
ADVANTAGE
+
Proactively reaching out to customers is a great way to drive continued interaction and relationships — and sales. Send relevant subsequent content based on a customer’s past interactions with your brand, which is exactly how consumers wish to engage with their favorite brands.
increase in revenue per message vs. general marketing messages
6x
Open rate of texts vs emails
5x
Open rate of sms messages
98%
estimated value of annual DIGITAL coupon redemption
$90B
Increase of mobile customer opt-ins in 2022
41%
avg response time to sms messages
3 sec
of consumers demand sms marketing
54%
Mobile marketing gets results
From SMS, MMS, and push notifications, to Mobile Wallet and in-app communication, Vibes is the partner you need to acquire new customers and turn them into loyal lifelong advocates for your brand.
Learn more at Vibes.com.
Lay the Groundwork for an Intimate, Impactful Relationship With Your Customers
A successful mobile customer relationship is cyclical, as steps in the process drive retention and re-engagement beyond the initial one-time purchase.
Satisfied customers can repeat steps 2 through 5 as their relationship with your business deepens.
Sources: Gartner SMS Marketing Trends, 2021 | eMarketer, 2021 | LearnHub, 2021
Sources: Gartner SMS Marketing Trends, 2021 | eMarketer, 2021 | LearnHub, 2021