Kaplan categorizes mobile marketing along the degree of consumer knowledge and the trigger of communication into four groups: strangers, groupies, victims, and patrons. Consumer knowledge can be high or low and according to its degree organizations can customize their messages to each individual user, similar to the idea of one-to-one marketing. Regarding the trigger of communication, Kaplan differentiates between push communication, initiated by the organization, and pull communication, initiated by the consumer. Within the first group (low knowledge/push), organizations broadcast a general message to a large number of mobile users. Given that the organization cannot know which customers have ultimately been reached by the message, this group is referred to as "strangers". Within the second group (low knowledge/pull), customers opt to receive information but do not identify themselves when doing so. The organizations therefore does not know which specific clients it is dealing with exactly, which is why this cohort is called "groupies". In the third group (high knowledge/push) referred to as "victims", organizations know their customers and can send them messages and information without first asking permission. The last group (high knowledge/pull), the "patrons" covers situations where customers actively give permission to be contacted and provide personal information about themselves, which allows for one-to-one communication without running the risk of annoying them.
People have become very comfortable texting and the format lends itself to short, informal communications with abbreviations and emojis. Meanwhile, many people resist picking up the phone to talk to a stranger. Texting therefore becomes the perfect first-contact, allowing your sales representatives to begin establishing a relationship before transferring to a phone call when it’s needed.
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If your open rate is low, your goal will be to start improving that. If there are multiple parts of your message that you would like to improve, start with identifying the most important one. If, for example, your open rate and click-through-rate of the message’s contents are low, it would be better to first work on the open rate. After all, no one is going to see your improved content if no one is opening it in the first place. So, determine your goal and let that direct your focus towards the thing that needs improvement most.
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There is a 160 character limit on text messages. With SMS, it’s simply about providing an irresistible offer. There’s no point in droning on and on with a 300-word marketing message. Subscribers are opting in to receive an exclusive offer, not to hear about how your day is going. Our current digital age rewards simple marketing messages with easy to understand calls to action. The 160 character limit on SMS messages is actually ideal.