How do you build a relationship and community around SMS?
There is little doubt that mobile marketing has become the dream channel for marketers. Not only is it ubiquitous - there are five times as many mobile phones in the world today as PCs - but its real-time nature and commercial power have elevated its importance in the marketing mix.
In fact, not a week goes by where mobile isn't grabbing headlines - like last week's announcement by Orbitz highlighting the fact that smartphones now account for one in five of all its bookings. But those headlines aren't always positive - like when news came out that Papa John's is facing a $250 million spam lawsuit related to blasting customers with illegal text messages. The suit once again reminds us that mobile is a highly personal channel and marketers interested in leveraging mobile to build a community must now, more than ever, take a relationships-first approach. So how do you build a relationship and community around SMS? Here are some tips.
It's clear the world has gone mobile and case studies highlighting the success of leading brands like Orbitz showcase the enormous opportunity this burgeoning channel offers marketers across all industries. But doing mobile right requires a focused, relationships-first approach that includes adhering to best practices (check out the MMA guidelines), creating great user experiences by thinking through the customer journey, and supporting that strategy with great technology, capabilities, and marketing know-how.
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Michael Della Penna is a seasoned marketing professional with a long, proven track record of launching successful marketing, branding, and sales strategies for leading public and private companies. Most recently, Michael was the senior vice president of Emerging Channels at Responsys. His responsibilities included spearheading the overall strategic direction, partnerships, and solution offering across key emerging channels including social, mobile, and display for the company. Prior to Responsys, Michael founded SuiteDialog and Conversa Marketing, a full-service email and social CRM agency that helped brands ignite conversations and cultivate relationships with customers across the social web. Conversa Marketing, was acquired by StrongMail Systems in 2010. Before branching out on his own, Michael served as chief marketing officer for Epsilon, a leading provider of multichannel, data-driven marketing services. Michael's other key marketing leadership roles include CMO at Bigfoot Interactive, vice president of strategic development at CNET Networks, Inc., and vice president of marketing at ZDNet. Michael received a B.B.A. and an M.B.A. from Hofstra University.
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