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Utilising mobile media and customer insight to improve loyalty and profitability
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Presentation in IQPC conference "Customer Insight in Telecoms" in Berlin on 22.5.2012
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Utilising mobile media and customer insight to improve loyalty and profitability
1.
Utilising mobile media
and customer insight to improve loyalty and profitability Juha Meronen, Blyk @_wideangle Berlin, 22.5.2012 1 © Blyk torstai, 10.1.2013 Blyk
2.
Part I: Sun
shine, spring flowers and… A Perfect Service Fairy Tale! 2 © Blyk torstai, 10.1.2013 Blyk
3.
The Perfect Service
would be easily discovered and people would love to discuss about it 3 © Blyk torstai, 10.1.2013 Blyk
4.
The customer experience
would include several wow-effects and even the smallest details would be taken care of 4 © Blyk torstai, 10.1.2013 Blyk
5.
The user would
be in the driver's seat in privacy matters and the data benefits would be shared across the stakeholders http://www.waze.com 5 © Blyk torstai, 10.1.2013 Blyk
6.
The consumers would
be emotionally and rationally locked-in - instead of the usual lock-in methods 6 © Blyk torstai, 10.1.2013 Blyk
7.
Eventually the Perfect
Service needs to have the business model right as well and benefit from the loyal users Discovery Experience Control Recurrence Monetization 7 © Blyk torstai, 10.1.2013 Blyk
8.
Part II: Lizards,
onions and ... Common traps to avoid! 8 © Blyk torstai, 10.1.2013 Blyk
9.
There is a
wealth of services, applications and sites for the consumer to choose from - and to forget! 9 © Blyk torstai, 10.1.2013 Blyk
10.
Small details and
issues in the service might ruin the whole experience – Think about the whole customer lifecycle! 10 © Blyk torstai, 10.1.2013 Blyk
11.
Too often the
consumer is given only two options to choose from: Take it or Leave it! 11 © Blyk torstai, 10.1.2013 Blyk
12.
The initial interest
to the service can be quickly ramped up – but providing a service is a marathon rather than a sprint event! 12 © Blyk torstai, 10.1.2013 Blyk
13.
The monetization method
should be clear from the beginning. Otherwise it will feel like an add-on for the consumers 13 © Blyk torstai, 10.1.2013 Blyk
14.
Part III: Blyk,
Mobile media and the Operators 14 © Blyk torstai, 10.1.2013 Blyk
15.
Blyk engages subscribers
with their real passions and interests - entertainment, sport, fashion...NOT handsets, top-up and tariffs. It’s like a magazine delivered to the inbox 15 © Blyk torstai, 10.1.2013 Blyk
16.
Blyk works with
together with the local operator, delivers mobile media for its subscribers in order to create attachment to the operator 16 © Blyk torstai, 10.1.2013 Blyk
17.
The media content
is of interest for the subscribers and the advertisers. The themes range from sports and music, from polls to competitions 17 © Blyk torstai, 10.1.2013 Blyk
18.
Blyk has a
great advantage: Access to the Inbox, which is to be taken advantage of but not over-exploited 18 © Blyk torstai, 10.1.2013 Blyk Picture: Metro International (http://www.metro.lu/photo_library)
19.
The information is
flowing smoothly between the stakeholders to create common benefits to be shared Benefits: Benefits: Right audience targeted Churn propensity, with the campaigns, Operator cross/upsell opportunities, Responses to campaigns Brands (share of the ad/media benefits) Data: Media Agencies Demographics, (Telecom usage patterns, Location information) Ad Agencies Blyk Data: Expectations, market perspective, Campaign performance and other feedback Benefits: Targeted campaigns, Data: offers and competitions Responses to campaigns 19 © Blyk torstai, 10.1.2013 Member Blyk
20.
There are several
ways to gather understanding of customers' preferences and interests Option 1: Data analysis Option 3: To the point question at the right time l trave Option 2: Explicit profiling in advance 20 © Blyk torstai, 10.1.2013 Blyk
21.
Learning about the
customers is crucial to success. Question is an extremely powerful means of understanding your customers better! Materialistic wishes -> More offers in the media delivery Abstract and social wishes -> More social good related campaigns 21 © Blyk torstai, 10.1.2013 Blyk
22.
Responses to simple
questions may reveal powerful things about the subscribers – How likely they are to churn, for example! 22 © Blyk torstai, 10.1.2013 Blyk
23.
From the analytics
and insight perspective Blyk utilizes simple and straightforward methods to create value for stakeholders 1. Responses from the members are worth of gold 2. Data is best fresh 3. Improve media efficacy 4. Loyalty is about getting all service elements right 23 © Blyk torstai, 10.1.2013 Blyk
24.
Creating loyalty is
about getting all service elements right Discovery "Easy to be discovered, lot to be talked about" Experience "All details right, in all customer touch points" Control "Letting customer be in driver's seat on privacy matters" Recurrence "Positive stickiness to your service" Monetization "Having a clear and communicated business model" 24 © Blyk torstai, 10.1.2013 Blyk
25.
Thank You!
Juha Meronen, Blyk juha@blyk.com @_wideangle 25 © Blyk torstai, 10.1.2013 Blyk
26.
About Blyk Founded in
2006, Blyk is a mobile media company that works with operators to strengthen and monetize their relationship with subscribers A pioneer in permission-based marketing, Blyk’s operator partners include Everything Everywhere (Orange and T- Mobile) in the UK and Aircel in India. For more details please see www.blyk.com 26 © Blyk torstai, 10.1.2013 Blyk
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