Articles on Text Message Marketing and Mobile Coupon Marketing

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Customer Service Complaints: Contact Centers Use Digital Coupons to Appease Angry Customers
November 2, 2021

According to research, 13% of consumers tell 15 or more people if they have a negative experience with a company.

As if is this isn’t bad enough, this viral nature of negative publicity is exacerbated exponentially by the social media dynamic. More than ever, aggrieved consumers are using social media to become increasingly vocal about their experiences with businesses. A single social post can be viewed and shared thousands of times, and the speed of this amplification places a heavy burden on organizations. That’s why it’s critical to appease these customers during the customer service agent’s first call with the customer – and halt a potential runaway train.

To address this challenge, contact centers have an innovative tool to help them handle customer service complaints and deescalate difficult situations – it’s an easy-to-use application that enables agents to issue a pre-approved digital coupon or gift card during the actual customer call.

And it works. Consider these stats from this recent call center research report:

  • According to consumers who participate in the research, 78% of respondents have stopped doing business with companies that made an error with their purchase.
  • When the same research participants were asked if a coupon or gift card would have kept their business, 81% said yes.

That’s the power of digital coupons/gift cards for handling customer service complaints. One solution being adopted by call centers is CS Resolve. CS Resolve is designed to make it easy for agents to issue a pre-approved single-use digital coupon or gift card during the actual customer interaction – to help agents handle customer service complaints – while facilitating a potential additional purchase.

Traditionally it’s been difficult for contact centers to give agents the ability to issue gift cards or coupons when dealing with customer service complaints. CS Resolve is designed to make it easy for agents, while providing the control that management needs. Some of the CS Resolve features include:

  • Digital coupons/gift cards can be issued instantly – during the call.
  • They can be delivered via the customer’s preferred digital channel: chat, text, email, social media.
  • Single-use security prevents coupons and gift cards from being used more than once.
  • Managers can populate a library of pre-approved coupons and gift cards.
  • CS Resolve is designed to be embedded easily within existing contact center software.

It’s easier to retain an existing customer than it is to find a new one – and offering a gift card or coupon to an upset customer can provide an immediate resolution to the situation – and drive more business in the process.

For more information on digital coupons and gift cards for handling customer service complaints, we invite you to learn more about CS Resolve.

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First Call Resolution and Customer Appeasement Coupons
October 28, 2021

First Call Resolution is the ultimate in contact center metrics because it’s the only performance metric that impacts just about every other meaningful call center measurement. First call resolution can yield countless benefits for your business, from lower costs to agent productivity to providing a better customer experience.

But what happens when a customer issue just can’t be resolved to the customer’s satisfaction in the first call – or at all for that matter – leading to a dissatisfied customer?

This is where a digital coupon or gift card can have a significant impact.

Business have used coupons and gift cards to handle customer service complaints for quite some time. The challenge is that there hasn’t been an easy way for call center agents to issue them.

An example of how call centers are addressing the challenge is with CS Resolve from CodeBroker. CS Resolve is designed to make it easy for it easy for contact center agents to issue a pre-approved single-use digital coupon or gift card during the actual customer interaction – to provide immediate value to an unhappy customer and help drive first call resolution.

What’s really impressive to customers is that agents can deliver the coupon or gift card during the call via the customer’s preferred digital channel: chat, text, email, social media.

Using digital coupons for first call resolution delivers a range of benefits to companies:

  • Helps to retain customers
  • Improves customer satisfaction
  • Drives future purchases
  • Maximizes agent productivity

First call resolution is a win/win for all involved. When an agent resolves a customer issue on the first call, the customer feels good about the interaction and may be open to making additional purchases. A digital coupon is a great incentive to facilitate that initial purchase, while playing a key role in first call resolution.

For more information on digital coupons and gift cards to assist in first call resolution, we invite you to learn more about CS Resolve.

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Call Centers Use Digital Coupons For Dealing With Angry Customers
March 7, 2021

Call centers have been facing major increases in call volume due to the rise in online orders driven by the pandemic. With higher call volume, comes a higher number of incidents in which call center agents are finding that they are dealing with angry customers more frequently as well.

Call centers increasingly are using digital coupons and gift cards for handling customer service complaints. Digital coupons/gift cards help call center agents diffuse difficult situations right away when dealing with angry customers.

Coupons and gift cards have been used for years to help retailers and brands when dealing with angry customers. The challenge for call centers is that they haven’t had a simple way to issue them. Digital coupons make it possible. And according to research, coupons and gift cards are quite effective at handling customer service complaints and appeasing angry customers.

  • They are easy for CSRs to use.
  • They can be delivered via the customer’s preferred digital channel (text, chat, email, social).
  • They can be delivered instantly to appease customers in the moment.
  • They can be easily embedded within existing contact center software.

We invite you to learn more about CS Resolve application that makes it easy for call centers to get started.

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New Research – Coupons and Gift Cards for Dealing with Angry Customers
February 23, 2021

New consumer research provides insights from over 1,200 consumers on how customer service departments can effectively handle customer service complaint through the use of customer appeasement coupons and gift cards.

Contact centers have been facing one of their greatest challenges in recent memory, spurred by the ongoing pandemic. With the drastic increase in calls comes higher levels of orders, but also periodic problems with orders. It’s easier to retain a customer than to acquire a new one, and forward-thinking organizations are taking customer appeasement to a higher level through the use of digital coupons and gift cards to instantly deescalate difficult situations when dealing with angry customers.

Key Takeaways

  • Digital coupons or gift cards delivered immediately can help to curb difficult situations and retain the customer’s business.
  • 78% of respondents have stopped doing business with a company after the company made an error with their order.
  • This figure drops to a mere 19% if the company offered the customer a coupon or gift card to make good on the error.
  • Immediacy in coupon delivery is critical, with 86% of respondents saying that they want to receive the coupon/gift card while speaking or chatting with the customer service rep.

The research includes several other insights on how consumers want brands and retailers to defuse these situations and retain their ongoing loyalty.

Click here to download the complete report.

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New Research – Driving Retail Sales During the Pandemic
August 20, 2020

Hot off the presses is new consumer research that provides insights into consumer shopping habits during the COVID Pandemic. Even though most stores have re-opened, shopper behavior continues to be dictated by each consumer’s unique situation, such as tighter finances and health concerns. In our new research, we explore how shopping behaviors have changed, which changes are likely to continue, and what retailers can do to reinvigorate retail spending while the pandemic remains with us.

Key Takeaways


  • Since the pandemic started, more than half of the research respondents said that they are shopping less often, with three-quarters spending less at their favorite stores.
  • Nearly two-thirds of the respondents indicate that their lower spending levels will continue.
  • Consumers have largely abandoned their favorite retailers in favor of Amazon, with nearly two-thirds stating that they shop more at Amazon and less at their favorite retailers’ online stores.
  • 75% of respondents say that SMS text coupons or mobile/digital coupons would encourage them to shop at their usual stores rather than from Amazon.

The results suggest opportunities for retailers to compete against online retailers like Amazon through both physical and online channels. As retailers grapple with ways to protect and build business during and after the pandemic, considering the role that high-value coupons delivered via mobile can play in their marketing efforts holds significant promise during this challenging period for retailers.

Click here to access the complete report

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Secure Redemption and Secure Distribution
Single Use Coupons and Text Message Marketing Software
June 30, 2020
By Dan Slavin

I speak with potential customers on a daily basis about single use coupons and text message marketing software, their questions often seem to be the same. As a result, I thought I would write down the information that I share with them on a regular basis in the hope that it will be helpful for you too.

BENEFITS/FEATURES OF SINGLE-USE COUPONS

Single use coupons have many applications that are unique from multi-use coupons. They can be used:

  1. When it is important to limit liability,
  2. To limit distribution to a limited set of individuals,
  3. To deliver personalized offers, and
  4. To provide perfect attribution for marketing programs.

I will discuss these one at a time:

Using single-use coupons to limit liability:

We often think of offers as being different from coupons. An offer is something that you are happy for as many people as possible to take advantage of – for example, buy 100 pizzas and get one free. I am sure that nearly every pizza restaurant in the world would be happy to provide this offer to its customers. However, what if the offer were to give customers who present the coupon a $10 bill. Suddenly, it becomes super important to make sure that only the people you want to have the coupon can obtain it and that the people who have the coupon can only use it once. This is the essence of a single use coupon. A typical use for single use coupons where you want to limit liability are reward certificates. These are earned by specific customers after spending and you want to make sure that only the person that earned the certificate is able to use it. Since coupons can be sent to marketing lists as well as requested on-demand by consumers, it is important to be able to limit the distribution when delivering on-demand as you may not know the potential volumes being requested ahead of time. Single use coupons allow you to limit the quantity distributed to a specific number to limit your overall liability. Finally, you may have a specific coupon, such as SMS text coupons, that you are happy to provide to many potential customers, but which you only want a customer to be able to redeem one time regardless of the number of times they request it.

Limiting distribution of single-use coupons to a limited set of individuals:

When sending you are emailing deep discount re-activation offers to specific individuals, you want to make sure that those offers do not go viral and get into the hands of an unlimited number of people you did not send it to. Similarly, you might decide to offer a high value “Welcome” offer to people joining your marketing program. You want to make sure that only those people who joined the program are actually able to receive/use the coupons. If you are using single use coupons and someone posts their coupon to a web site, then they have essentially given their coupon to the first person who brings it to the store, but their coupon cannot be shared/used by many individuals.

Personalized offers and coupon personalization:

When your company begins to execute personalized offers, it becomes critical to have the ability to deliver single use offers so that you are able to ensure that the special offer that you give to customer A is not generally available to all of your customers. It is difficult to track the effectiveness of personalized offers if “anyone” can access the offer. This leads into the next use for single-use coupons:

Providing perfect attribution for marketing programs:

When executing marketing programs, it I important to be able to know exactly what the benefits are of the program being executed. I hear all the time from CFO’s that they are concerned about “leakage” in the reporting they receive on coupon usage. What this means is that when multi-use coupons are used, the CFO’s have little faith that the redemptions came from the specific marketing program vs being posted on a coupon site and therefore becoming a general discount vs a targeted program discount. Single-use coupons solve this problem by providing accurate tracking between the coupon distribution and the redemption. In this way, an individual coupon redemption can be attributed to the specific marketing program view/click/delivery/individual. This tracking works for every channel including SMS text coupons, digital and online coupons, and even print. Imagine being able to place on online digital ad and knowing the number of views (by site/location), clicks, unique coupons issued, and redemptions tied back to specific marketing dollars spent. This is nearly impossible to do with multi-use coupons.

In order to fully understand how single-use coupons work, we have to break the problem down into two basic capabilities: Secure Redemption and Secure Distribution. Secure Redemption is the core technology component that is required in order to be able to deploy single use coupons. Secure Distribution provides the ability to limit distribution and accurately attribute single-use coupons to individuals and marketing programs.

SECURE REDEMPTION

Let’s talk about Secure Redemption first. Secure Redemption is the ability for the point-of-sale system (POS) or the eCommerce shopping cart to be able to i) issue and ii) accept and process single use coupons.

It may be obvious to some, but in order to be single-use, each coupon must have a unique promo code/barcode. This uniqueness is what ensures that single-use coupons can be used only once and efficiently tracked. A common question that I have prospective customers ask their POS or eCommerce team is “Can our POS or eCommerce shopping cart handle single-use/serialized coupons?” (“Serialized” coupons are another way to describe single-use coupons)

What I mean by handle single use coupons is that if a consumer goes to the POS and presents a coupon or enters a coupon in the eCommerce shopping cart, the POS or eCommerce shopping cart is able to i) identify it as a single use coupon, ii) determine whether the coupon is valid, iii) determine if the coupon has never been used before, and iv) if i-iii are true, v) accept the coupon and vi) invalidate the coupon by marking it as redeemed so no one else can use it.

If your POS or eCommerce shopping cart can do this today, then the next question you need to ask your POS/eCommerce team is whether or not they are able to provide you with a “stack” of single-use codes. If they can, good for you! You are ready to use single-use codes and you should move on to the next section on Secure Distribution for how to most effectively take advantage of your single-use capabilities.

If you are one of the many businesses that are unable to handle single-use coupons, then you need to find a partner who can add this capability to your POS or eCommerce shopping cart. CodeBroker, offers one such single-use coupon platform.

You will also need to integrate this platform into your POS or eCommerce shopping cart. There are two basic capabilities these platforms provide for the POS/eCommerce shopping cart:

  1. They provide the ability to validate that a coupon is good in real-time. They typically have a real-time API call that accepts (among other things) a coupon code/barcode as input and returns an indicator which tells whether the coupons should be accepted. If the coupon code is recognized and has not been used, then the coupon platform will indicate to the POS/eCommerce shopping cart that the coupon is valid so that the discount can be taken.

  2. Once the discount has been taken, the POS/eCommerce shopping cart must inform the coupon platform in real-time that the coupon has been used so it cannot be used again. Real-time is important here to ensure that a customer cannot come back within seconds or minutes and re-use the coupon.

These capabilities can only be supported by real-time integration with the POS or eCommerce shopping cart. While any integration with POS can be difficult, some couponing platforms make this as easy as possible by employing only 2 API calls to support this integration making it straightforward to add this capability to your existing systems.

Once your POS/eCommerce shopping cart is able to process single use coupons, you then need to have an easy and fast way to get new single-use codes for your marketing programs. This is the final major requirement for Secure Redemption – you need to have an easy way to obtain codes for your programs. I have heard of situations where it can take many days of waiting to obtain codes. It is important that you are able to obtain these quickly.

Sometimes I speak to customers who can process single use coupons at their POS and/or eCommerce shopping cart, but the systems don’t talk to each other (imagine that!). This is an unfortunate situation because one of the most common uses for single use codes requires that consumers can only use the codes once either in-store OR online. A reward certificate would be a good example of a single-use coupon that could only be used once.

If you are in this situation, then a single-use coupon platform can help you by i) enabling your POS to accept eCommerce coupons or ii) your eCommerce shopping cart to accept single-use POS coupons. The latter is often much easier to implement as it requires little/no change to the POS system (making changes to eCommerce shopping carts is often much easier than updating POS systems).

Once you have access to Secure Redemption capabilities either via your in-house capabilities or your single-use coupon platform’s Secure Redemption capabilities, it is time to focus on Secure Distribution.

SECURE DISTRIBUTION

Once your POS or eCommerce system has the ability to handle single use coupons, it is time to focus on Secure distribution. Secure Distribution solves the set of challenges you will face when distributing the single use coupons to your customers. This often comes up when delivering personalized coupons which requires Secure Distribution. (How can you deliver different offers to different consumers and track their behavior if a consumer can simply post an offer to a shopping site or coupon site and suddenly everybody has access to it?) The benefits of Secure Distribution typically fall into one of a number of categories:

  1. Removes risk of offers being used more than once or going viral.
  2. The customer always gets the same mobile offer regardless of number of times she requests it.
  3. Once an offer is redeemed, it expires simultaneously and is marked as redeemed across all channels to prevent re-use.
  4. Enables more accurate, customer-level tracking and attribution so you can attribute purchases directly to marketing efforts.
  5. Deliver offers on multiple channels, to increase engagement and redemption.
  6. Set up coupons for in-store and/or online redemption, with coordinated expiration across all channels.
  7. Ensure that your coupons’ appearance varies with their state (expired, redeemed, etc.).

There are many different ways to deliver coupons. The most common ways are i) to send to customers on marketing or loyalty lists that you have built, and ii) coupons can be requested on demand by a consumer responding to a call to action such as an online ad, a printed ad, or a radio/tv commercial.

When sending coupons to your customers, you want to make sure that they don’t go viral. One way to do this is to deliver a unique coupon code to each customer. Secure Distribution makes it easy to assign or pre-assign coupon codes to your customers as part of the delivery process. Secure Distribution then ensures that your customers get the same coupon regardless of how the coupon is delivered (email, text, app, etc.). Because the coupons are unique, you can be confident that your customer cannot post their coupons on a coupon sharing site for others to use.

Secure Distribution also ensures that if you send your customer their coupon via multiple channels (eg. Email + app) that the customer gets the same coupon code in both channels, thereby ensuring that each customer only receives one coupon.

Secure Distribution also allows you to deliver a live version of the coupon meaning that the “face’ of the coupon always reflects the actual status of the coupon. This means that if the coupon is expired, the coupon code or bar code will no longer be visible and if the coupon has been redeemed, the face of the coupon can present the date/time that the coupon was redeemed. Displaying a “live” coupon also allows you to make emergency changes to the coupon in case something was missed during proofing (eg. A missing disclaimer that the discount cannot be applied to certain products)

Another popular way of delivering single use coupons is called “on demand”. On demand is when a consumer sees a call to action on television, radio, print, or similar and takes some action to request a coupon. This type of coupon can be a very effective way of driving traffic to e-commerce sites and physical store locations. We typically see redemption rates of about 30% to 50% for on-demand coupons.

On demand coupons can also be delivered when consumers are on social media or browsing the web. Because they are single use and securely distributed (ensuring that consumers can only get one), it is then very easy to i) track exactly which adds generated which coupon, ii) the associated revenues that were associated with that and iii) be confident that there is no leakage. Secure Distribution ensures that no matter how many times your customers request coupons, they will always get the same coupon code. The best Secure Distribution systems/methods do not use cookies which makes it very difficult to obtain a second copy of a coupon.

Secure Distribution can also enable you to gamify your coupon distribution by providing a way to execute secure mystery offer and “choose you offer” campaigns while ensuring that consumers can only obtain one offer.

CONCLUSION

Single use coupons powered by Secure Redemption and Secure Distribution open up a world of possibilities for making your couponing and text message marketing programs more effective at revenue and profit generation by enabling improved personalization, superior tracking/attribution, and reducing overall costs by limiting liability and opportunities for coupons to go viral.

For more information on how to deploy single-use coupons at your company, please contact CodeBroker at 800-928-7315 or by clicking here.

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How to Create and Use One time use Mobile Coupons
February 20, 2020

Written by: Sue LeClaire

Single-use mobile coupons and personalized coupons and offers are being used by a growing number of retailers to drive store traffic and purchases. In this article we explore the four must-have characteristics that define a true single-use mobile coupon. Retailers are employing everything from promo codes to 2D barcodes for customers to clip, print or load onto their mobile device and present at checkout. The problem is the vast majority of these “coupons” are really unlimited offers customers can reuse over and over. In order to provide true single-use coupons, a combination of integrated capabilities are required. Having built a comprehensive security model from the ground up, CodeBroker has over ten years of experience providing secure, SMS text coupons to some of the top retailers in the U.S.

So what constitutes a truly single-use mobile coupon?

Image
  • It contains a unique code
  • Can be delivered to a specific device and/or individual
  • Cease to be usable upon redemption
  • Supports simultaneous multi-channel delivery and expiration

Unique Code. Using a unique code is the first step in implementing secure, single-use coupons. A unique code is a means to track the offer from issuance through redemption and expiration. By limiting the number of unique codes, a retailer can deliver personalized coupons and high-value SMS coupons or coupons on demand without the risk of the coupon being used more than once or going viral.

Delivery. The combination of a unique code and a mobile device creates a link between the retailer and customer, which is optimal for delivering personalized coupons by text message Managing this relationship allows the retailer to track all mobile coupons the customer has either loaded or received onto their mobile device. Information such as which device received the offer, when it was viewed and when it was redeemed give the retailer a comprehensive picture of the purchase funnel.

Redemption. During checkout the mobile coupon’s unique code is either scanned, in the form of a barcode, or entered into the POS by the cashier. While not required, being able to scan a barcode during checkout provides a seamless and expedient process for both the customer and retailer. Following recognition of the unique code by the POS system, the coupon is marked as redeemed and the one-time-use mobile coupon is “cleared.” By clearing the coupon, it has been “collected” at the time of purchase and is no longer available for use.

Multi-channel Expiration. A huge challenge in marking a coupon as redeemed is expiring it in all of the channels it was made available. Expiration must happen in all of the channels the customer viewed and loaded the coupon – SMS app, retailer’s app, email message, Passbook, Facebook, etc. Simultaneous expiration ensures the coupon cannot be used more than once eliminating coupon fraud.

Retailers benefit significantly from deploying single-use mobile coupons. First, CodeBroker customers routinely see up to 50% redemption for on-demand mobile coupons, significantly higher than paper-based coupons. Higher redemption rates translate to an increase in incremental revenue as offers drive more trips to the store and increased basket size. Second, effective personalized coupons and offers are helping retailers build brand loyalty with their customers increasing their lifetime value. Third, with single-use coupons, retailers are able to track the entire purchase funnel – from delivery through redemption – creating a comprehensive picture of consumer purchase behavior.

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Digital Coupon Wallets: Key Considerations
March 19, 2020

How to Deploy a Digital Coupon Wallet

Written by: Sue LeClaire

For retailers that use coupon software to drive store trips and purchases, providing a digital coupon wallet within the retailer’s mobile app can be a powerful catalyst for both the customer and the retailer. The ability to aggregate all of a customer’s mobile coupons into a central location provides unprecedented convenience. I can’t count the number of times I’ve been caught rummaging through the glove compartment of my car or emptying the contents of my pocketbook on the front seat looking for a misplaced offer when making an unplanned stop to pick up something. As a retailer, you can deliver a superb customer experience. Digital coupon wallets will keep your customers engaged with the mobile app via regular check-ins for new offers.
digital coupon wallet

So what is a digital coupon wallet?

Digital coupon wallets give your customers instant access to all of your offers and deals all in one convenient place. You can deliver mobile coupons, digital coupons, offers, rewards, and more o your digital coupon wallet, giving customers an easy way to organize and track your offers. Customers can access your digital coupon wallet via om text message, mobile app, email, website, Apple Wallet and Google Pay.

So, you’ve made the decision to incorporate a digital coupon wallet within your mobile app and time-to-market is crucial. If you need to deploy the capability yesterday, then your best bet is to find a solutions provider. Key considerations when working with a solutions provider include:

1. PROVEN TRACK RECORD.

Find a solutions provider that has a well-documented set of APIs (Application Program Interface) and proven track record implementing digital coupon wallets. There’s a lot of noise in the industry by vendors claiming to have out-of-the-box digital coupon wallets. Make sure they’ve done this before, specifically for retailers. The last thing you want to do is enlist IT to de-bug someone else’s code.

2. COMPLETE INTERFACE.

You want digital coupon wallets to be fully integrated – the same look and behavior as your existing mobile app. The solutions provider should have a comprehensive suite of APIs that will support custom templates maintaining your brand standards. The only decision the retailer should have to make is where to put the digital coupon wallet on the mobile app’s menu. By using APIs, new capabilities added to the digital coupon wallet will not require an update to the app.

3. OPTIMAL CUSTOMER EXPERIENCE.

Delivering the best customer experience means your customers have access to all of their offers. This includes mobile coupons you deliver to customers who signed up to the SMS marketing list, offers you push to the mobile app, savings the customer requests when they text-in a keyword to your shortcode, and even offers you email to them. Other nice-to-have features that will enhance the customer experience include marking the coupons as redeemed once used, automated reminders when an offer is about to expire, and automatically populating the online shopping cart with the offer when your customer is purchasing an item online.

4. SECURE REWARDS.

If coupon liability is a concern, work with a solutions provider that guarantees mobile coupons can only be issued once. In addition to a behind-the-scenes security model, coupon fraud is substantially reduced using dynamic coupons – the offer is rendered each time it is viewed. Delivering dynamic coupons will not only minimize liability concerns but also allow you to deliver some of the unique customer experiences mentioned above.

5. PERMISSIONS-BASED OFFER MANAGER.

Offer set-up should be fast and easy ensuring minimal mistakes are made. It’s one thing to have a sexy UI, but is there a built-in methodology to create, test and deploy mobile offers? This also means that the people responsible for promotion set-up have the appropriate permissions to access, test and approve promotions before they go live. The last thing a retailer wants to send is an “oops, this is what we meant to say” message to their customers.

6. COMPREHENSIVE REPORTING.

Reporting options should include which customers received, viewed and redeemed each mobile offer. A complete picture of each campaign provides you with insight into the entire purchase funnel. In addition, the ability to attribute redemptions allows you to measure offer effectiveness in each of the channels it was deployed.

7. PLAN FOR THE FUTURE.

Make sure the platform will grow with your mobile app. Will your app audience grow over time? If yes, then the platform should be scalable – the ability to handle your performance needs down the road. Do you need the mobile app to integrate with other enterprise systems such as the CRM to deliver personalized offers? The solutions provider should have a set of web services or batch APIs that can be used for effortless integration.

Using a comprehensive set of APIs exponentially speeds your digital coupon wallet go-to-market strategy. The solution you choose should be easy to integrate into your existing mobile app, have a full feature set to deliver an outstanding customer experience, the ability to manage all aspects of promotion set-up and delivery, and give you the information you need to fully analyze campaign results. Finally, you want to work with a solutions provider who will be a true partner. Someone who knows retail, will share best practices, and is equally committed to your success.

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Are You Seeking a New SMS Marketing Solution?
February 27, 2020

By Dan Slavin, CodeBroker

If the answer is yes, then you’ll be interested in what we hear from other retailer and brand marketers who are searching for a new SMS marketing solution.

Every potential new client with whom we speak tells us the same thing – that evaluating SMS marketing solutions definitely are not easy. The reason…there are so many SMS marketing solutions out there and, on the surface, they can be hard to differentiate.

In this post, I thought I’d share five of the most important criteria we hear from marketers who are looking to bring a new text marketing solution into their organizations. For the complete list, along with some helpful tips, I invite you to download this paper: How to Evaluate Text Message Marketing Software. 

1. Ease of use

Marketers want a self-serve SMS marketing solution so they can quickly implement campaigns in response to market conditions. But, in order to do this, they want a solution that, first and foremost, is easy to use. According to the mobile marketers with whom we work, ease-of-use comes down to two factors: 1) an intuitive interface, and 2) strong vendor support should they need assistance.

2. An SMS marketing vendor that can grow your SMS list fast while ensuring list quality

Many text marketing vendors will tell you that they can help you to quickly grow your SMS list but, more often than not, the quality of the list suffers. Most text marketing solutions have a list sign-up process that goes like this:

  • User texts in a keyword
  • User receives a text message to confirm
  • User replies by texting back a “Y”
  • User receives a message back confirming their opt-in

And the user is now on the list. The only problem is that all the marketer has only a phone number, with no demographic data whatsoever. It’s like just an email address.

Marketers now realize that they need more than just a phone number that opted in. Marketers want to collect demographic info, such as name, zipcode, and other info that will help make their marketing more effective. And they want a more robust sign-up process that, not only facilitates the ability to quickly build SMS lists, but also has demographic capture as part of the process – with an easy-to-use form that the recipient fills out during the opt-in process.

3. Tight integration with a mobile coupon solution

CodeBroker’s customers have found that SMS text coupons are highly effective at improving customer engagement and driving purchases. According to a recent research report, SMS text coupons delivered via text message drive high levels of purchases and urgency, with 25% planned redemption within three days, and 60% planned redemption within one week.

4. Works with your marketing infrastructure

It’s mission critical that your text message marketing software has APIs to enable the system to easily share data with your other systems – CRM, loyalty, analytics, and websites – with minimal IT support.

5. A true partner that helps you become successful

With many SMS marketing solutions, marketers are on their own. Many solutions are quite technical, or the marketer may be new to SMS message marketing and, for these reasons, marketers tell us that they want an SMS message marketing vendor who will help make them successful.

From project support, to advice on best practices, to proactively ensuring TCPA and CTIA compliance, marketers increasingly are looking for a text marketing solution that is more than a software product…but one that also includes planning and implementation support.

We at CodeBroker always encourage marketers to take a hands-on approach when assessing new text message  marketing software – to get their “hands dirty” with the system before making a decision.

If you’re in the process of looking for a new SMS marketing solution, I invite you to download How to Evaluate Text Message Marketing Software for more help, including a helpful vendor checklist.

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Mass text messaging article
Mass Text Messaging + Personalized Offers
February 17, 2020

Mass Text Messaging is a cost-effective, efficient approach to text message marketing. With just a click, marketers can quickly send promotion text messages and SMS text coupons and offers to millions of recipients. The challenge for marketers is that mass text messaging is typically one message to many – define a generic offer; set up the campaign; blast it out to millions.

Imagine being able to segment mass text messaging promos, and target each segment with a rich, single-use coupon offer. You get the same benefits of mass text messaging, with the advantages that come with the security of single-use coupons and coupon personalization.

Segment and personalize mass text messages

Rather than sending a generic mass text offer to millions, CodeBroker’s customers combine mass text messaging with the delivery of high-quality, single-use coupon offers to different list segments, for more personalized promotions at scale. In addition, according to recent research, a large number of consumers prefer to receive SMS text coupons via promotion text messages.

This opens up a whole new world of possibilities for driving higher response rates and more revenue.

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SMS Marketing | Text Promotions: Best Practices
December 10, 2019

Written by: Sue LeClaire

Black Friday and Cyber Monday are history. The countdown begins and serious holiday shopping begins. All of your holiday promotions are in the can and you’re planning promotions for 2016. To give you a leg up on your competition, we’re dedicating the month of December to delivering SMS marketing programs best practices. Ideas you can implement now to deliver offers guaranteed to drive more customers to your stores and increased redemptions.

Standard practice is to send promotional text message to all customers who have subscribed to an SMS list. The message invariably looks similar to the following.

one-time-use mobile coupon

Pros:

  • Effectiveness measured in redemptions between 3-8%.

Cons:

  • Offer code appears as a mobile device number.
  • Same promotion text message is sent to everyone on the SMS marketing list.
  • Not a compelling customer experience.
  • Inability to track offer engagement.

As opposed to the SMS best practice of announcing great savings in a text message and include a link the consumer clicks on to view the offer in a mobile web browser. The customer experience will mirror the following.

one-time-use mobile coupon

Pros:

  • Create a sense of mystery encouraging the customer to click on the link to view the mobile offer. Click-thru rates can be as high as 50%.
  • Customer can save the offer in a centralized location such as Apple Wallet making it easy to locate during checkout.
  • Scanning a mobile coupon significantly reduces checkout time.
  • Increase redemption rates for both in-store and online to 5-13%.
  • Improve behavioral tracking. Understand who has viewed the offer, who has clicked-thru to the eComm site, who has redeemed the offer including when and in which store, etc.)
  • Great customer experience for both in-store and online.
  • The ability to use analytics to improve offer segmentation and re-targeting.

Stay tuned for more SMS marketing best practices or, you can click on mobile coupon software to learn how mobile offers help retailers improve their bottom line.

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Mobile Coupon Marketing: 5 Proven Strategies
September 23, 2019

Nearly half of all consumers prefer digital coupons and mobile coupons over printed paper coupons (Source: Mobile Coupon Research Results.), so it’s no surprise that more and more marketers are employing digital coupon marketing programs into their mix.

Mobile coupons not only give more consumers what they want, but they also present marketers with new and improved possibilities for driving store traffic and purchases.

Here are five digital coupon marketing strategies being deployed by retailers today to drive store visits and incremental sales..


  • On-demand coupons for store shoppers
  • Offer digital coupons via SMS
  • Single-use coupons to control offers
  • Digital coupon wallet for ongoing offers
  • Grow SMS list with mobile coupon offers

1. Offer in-store, on-demand mobile coupons to incentivize shoppers

Shoppers respond to in-store ads for on-demand digital coupons at higher rates than other types of coupon ads, such as online ads. (Source: Mobile Coupon Research Results.) Retailers offer instant digital coupons via store signage, directing shoppers to send a text to a short-code to receive the coupon via a text message. Our retail customers are realizing redemption rates between 30%-50% for on-demand digital coupons.

2. Offer digital coupons via SMS

Retailers are having a great deal of success driving store traffic and short-term revenue by offering digital coupons to their SMS marketing lists. Retailers have found that SMS text coupons help to create urgency and drive near-term revenue.

As we learned from the research, consumers plan to redeem SMS text within a few days, which makes text message coupon delivery an effective way for marketers to rapidly move the needle. An interesting stat from the mobile coupon research report shows that 85% of consumers will redeem a mobile coupon received via SMS within one week; 25% say they will redeem the coupons within three days.

3. Employ Single-Use Coupons to Control Offers and Enhance Personalization

Research shows that digital coupons and discount codes often get used by consumers more than once or get shared online, which can cause several problems for personalization efforts, such as:

  • Attributing redemptions accurately
  • Conducting valid a/b tests
  • Maintaining the integrity of a personalization effort for a particular customer

And, most of all, retailers know that it often takes higher-value discounts to get customers to take action, but it’s risky to offer higher-value discounts if a customer will try to use them more than once, or share those discounts online.

CodeBroker’s customers are addressing these challenges by employing single-use coupons and SMS Text coupons, enabling them to deliver the higher-value offers that work – without the risk. Single-use coupons use a security model that ensures that:

  • The customer always receives the same barcode regardless of the number of times, or channels, in which she requests the coupon.
  • Once the coupon is used, it expires simultaneously and is marked as redeemed, across all channels.
  • It is impossible for a customer to obtain a second copy of the coupon unless allowed by the retailer.

4. Utilize a Branded Digital Coupon Wallet as a Personalized Offer Center

Many of our clients have implemented our MyOffers digital coupon wallet to retain customer mindshare and drive ongoing purchases. A digital coupon wallet can serve as a personalized offer center for each customer. Retailers deliver and update mobile coupons, digital coupons, loyalty rewards, and offers directly to the customer’s digital coupon wallet. Customers have one convenient place to track and organize coupons and rewards from their mobile device or desktop.

A digital coupon wallet serves as shared real estate between the retailer and the customer, to help retailers to stay top of mind with each customer and drive more business. Rather than a shopper searching the Internet for deals, she won’t have to because the deal will be sitting right in her digital coupon wallet.

5. Grow SMS subscriber lists with mobile coupon offers

Retailers are having great success getting consumers to sign up for their SMS marketing lists by offering mobile coupons as sign-up incentives. Our customers have found that mobile coupon incentives are effective, not only for growing SMS subscriber lists, but also for driving customers to visit a store and make a purchase.

CodeBroker’s customers using our SmartJoin SMS list sign-up software are realizing up to a 50% increase in list sign-ups, as well as greater than 50% redemption rates on the mobile coupons they receive in return for signing up.

So there you have it – five proven digital coupon marketing strategies that some of the top retailers are employing today to drive store traffic, incremental purchases, and build ongoing loyalty. To learn more, I invite you to check out our mobile coupon platform page.

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