Corante

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Britton Manasco specializes in customer-focused initiatives that build business credibility and strengthen sales growth. His articles have appeared in Harvard Business Review; The New York Times; Sales and Marketing Management; CIO Magazine; 1to1 Magazine; and many other media outlets.
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This boundary spanning Industry Insider is designed to explore and assess how enterprises are capitalizing on customer insight to build powerful, profitable and enduring relationships. Customer Intelligence reveals the compelling strategies and practices behind today’s success stories – and provides a dynamic forum where thought leaders, business innovators and customer-focused executives can identify valuable opportunities. Drawing on the perspectives and experiences of leading lights in the customer intelligence community, we demonstrate how intelligent analysis and action is setting the stage for the next economy. Also, see our launch statement.
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June 25, 2004

Membership has its Privileges

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Posted by Britton

Wireless communication companies are now using text messages to "give young customers a feeling of privilege," according to a new piece in Business Week.

Cingular Wireless, for instance, sends messages to invite fans to have exclusive local encounters with media stars and hip-hop performers -- something they value immensely. "If you've got a Cingular phone, you use it as an entry to meet and greet," says David B. Garver, Cingular's director of marketing.

As the article explains: "Promotions generate a flurry of text mail, as customers resend the message to their friends. The more phone traffic, the more revenue Cingular can rake in. More important, those messages spread word about the benefits of Cingular membership, and they amount to a viral marketing campaign for the carrier."

I was skeptical about cell-phones and text messaging as a widely useful marketing vehicle. Too demographically confined, I thought. Too faddish. Too intrusive. But now I am starting to see this more from the perspective of all who would join customer clubs, communities and loyalty programs.

Teens have special parties and hip-hop events they can attend. But business people have American Express, which gives them all sorts of rewards for their loyalty. Harrah's now has Diamond Lounges at its casinos -- meant not for high rollers, but rather, loyal ones.

Once permission has been granted, there is no reason that a cell phone might not deliver you a valued message -- one that recognizes your preferences and priorities, even your location on the road or in the mall. As the offers become personalized and more personally valuable, the urge to join (and selectively surrender one's anonymity) will become increasingly irresistible. Membership has its privileges -- and who would dare forgo them?

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COMMENTS

1. Russell Buckley on June 29, 2004 01:40 AM writes...

Hi

I've recently published a free white paper on the whole subject of mobile marketing, if anyone would like a copy.

It's based on the 1500 campaigns I ran for the likes of Burger King and Reebok to 85,000 consumers in the UK.

A further dimension in our case was that the campaigns were location sensitive - people got them while they were shopping in the two largest malls in Europe.

Drop me an email (russell@mobhappy.com) for a copy.

Russell
Blog: www.mobile-weblog.com

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