Buying loyalty from customers always seemed like a contradiction. Now, the game is up. Experts think the age of marketing based on loyalty is over, here we reflect on the coming era of relevance., Is loyalty dying? Well, the canine community might disagree. Even in the digital age, dogs generally seem quite pleased to see their owners. But can we say the same of customers and brands? Are the time-honored techniques for making customers loyal to companies and products on the decline? Possibly. The evidence is piling up. In a 2018 article for Harvard Business Review, three senior execs at…, 1. Mass market (60s/70s), The era of mass production, when scale and distribution ruled, 2. Segmentation (80s), More sophisticated consumer research enabled marketers to target customers in niche segments, 3. Customer level (90/2000s), Tech advances made it possible to target individual customers, 4. Loyalty (2010s), The age of CRM, tailored incentives and advanced retention Looking back over the list, it's obvious that technology plays a key role in the evolution of the discipline. The mass-market era of Coca-Cola and McDonalds was made possible by cars, freeways and the television set. The loyalty era of Amazon was brought into being by cloud servers and data mining. So, what's powering the move towards '…, To read the full article and find out how relevance is enabled by true personalization (the segment of one) download our latest eBook - Messaging and Personalization, transitioning from loyalty to relevance , where you’ll find further insights, use-cases and stats that outline the trajectory of personalization in enterprise communication. If you’re hungry for even more on personalization, check…
Type: Blog Article
It’s clear that digital technology, in particular smartphones, have sculpted new patterns of consumer demand. Rich personalized conversation with brands is replacing what was essentially a one-way channel. Email or SMS, for example, with the direction ‘donotreply’, represents a cul-de-sac of brand engagement - the end of the interaction. Savvy businesses have long-since realized that these…
Type: Blog Article
As an MVNO, you run a business optimized to offer attractive services tailored for specific market segments , carving out a niche in the market to win over customers from other service providers. When successful, MVNOs can revitalize the market, creating services that add more value to customers and converting part of that value add into profit. Starting and running an MVNO is a true journey…
Type: Blog Article
Enterprises are facing a new reality. Customer experience is now the primary way to compete for consumers who are typically fickle and increasingly less responsive to loyalty and marketing campaigns. Consumers want conversation and rich engagement with enterprises and seek out those willing to provide it. They find the instruction ‘donotreply’ on a customer service email or SMS somewhat…, enterprise study, from Gartner indicated that, 80% of companies now expect to compete mainly based on customer experience,, whilst a further 50% say they can track positive financial benefits from customer experience projects. Taking customer experience a step further, personalizing communication (right down to the individual segment of one) is upping the engagement potential of messaging and is in line with consumer expectations. Advances in A2P messaging and CPaaS, when integrated with CRM systems, enable…, critical moments can be singled out as opportunities to engage with a personal message., The communication might be to send some kind of loyalty offer (happy birthday, have a free coffee on us), on-boarding a customer once they have signed up to a service with an orientation message (thanks for signing up, here’s how you activate your service) right through to making contact at churn points (your contract with us will end in a month, why not upgrade to the latest device now for free…, movement and sound -, both play a significant role in conveying and simplifying complex messages. Compared to SMS or email, which rely on a specific choice of words, punctuation and possibly visual cues like emojis to set a desired tone, video messages execute just like a well-crafted spot ad. They are immersive, instantly understood and trigger emotional responses that help deliver on business, marketing and customer…
Type: Blog Article
Sinch AB (publ), a global leader in cloud communications for mobile customer engagement, has entered into a definitive agreement to acquire myElefant SAS for an upfront cash consideration of EUR 18.5 million with an additional cash earnout of up to EUR 3 million within two years if certain gross profit targets are met. Founded in Paris in 2010, myElefant has built a cloud-based software platform…
Type: News Article
Sinch AB (publ), a global leader in cloud communications for mobile customer engagement, has entered into a definitive agreement to acquire TWW do Brasil S.A. for an enterprise value of BRL 180.750 million. Using today’s SEK/BRL exchange rate of 2.43, this corresponds to SEK 439 million. Founded in 1996, TWW is today the 3rd largest SMS connectivity provider in Brazil. The company serves more…, Conference call and webcast, A conference call for analysts and investors will take place today, October 10, at 14.00 CEST. Please dial in a few minutes before the call to ensure that you are connected. Access code: 6330618 Sweden: +46 8 5069 2185 UK: +44 203 009 5710 US: +1 191 772 00 178 The live webcast will be available at investors.sinch.com/webcast . Presentation materials will be available at investors.sinch.com., For further information, please contact, Thomas Heath Chief Strategy Officer and Head of Investor Relations Sinch AB (publ) Mobile: +46-722-45 50 55 E-mail: [email protected], About Sinch, Sinch brings businesses and people closer with tools enabling personal engagement. Its leading cloud communications platform lets businesses reach every mobile phone on the planet, in seconds or less, through mobile messaging, voice and video. Sinch is a trusted software provider to mobile operators, and its platform powers business-critical communications for many of the world’s largest…, About TWW, In the market since 1996, TWW is a leading provider of business messaging services in Brazil. Latest-generation infrastructure, direct operator connections and an unflinching commitment to customer excellence has won TWW an approval rating of 98 percent among its more than 3,000 business customers. The company serves customers of all sizes, in all industries, and is based in São Paolo, Brazil., Important information, This communication may contain certain forward-looking statements. Such statements are all statements that do not relate to historical facts and include expressions such as “believe”, “estimate”, “anticipate”, “expect”, “assume”, “predict”, “intend”, “may”, “presuppose”, “should” or similar. The forward-looking statements in this release are based on various estimates and assumptions that in… Type: News Article
Consumers welcome many types of personalized mobile messages from businesses, and they are 35x more likely to open mobile messages than emails , reports a new global study from Sinch. Despite this, businesses have been slow to provide the type of high-value, real-time messaging that consumers prefer most. The Sinch Mobile Consumer Engagement 2020 report uncovers a clear “opportunity gap” between…, People put up with unread emails, not unread mobile messages:, 40% of consumers say they have at least 50 unread emails in their inbox — but just 4% say the same about mobile sms messages ., Consumers wary about app downloads:, 80% of consumers say they’ll only download an app from a company they know and trust, and 72% are concerned apps are tracking their movements. This wariness is an important consideration for businesses investing in branded app development., Mobile users ready for rich engagement:, Best-in-class companies are experimenting with personalized video, rich media messaging and AI-fueled conversations — and consumers are pleased with the results. For example, 2 in 3 who have used a chatbot report a positive experience, citing speed and efficiency, and most saying the chatbot served them as well or better than a human agent. The global study of 2,300 consumers was fielded in…
Type: News Article
Sinch and Mental Health America launch world's first texting switchboard, inviting people to send positive messages to strangers, STOCKHOLM, SWEDEN and SEATTLE, WA, JANUARY 16, 2020 – In response to the spread of online negativity, Sinch AB (publ) has teamed with Mental Health America (MHA) to build the world’s first texting switchboard, #TextForHumanity. The new service, developed by Sinch, the global leader in cloud communications for mobile customer engagement, lets people send a positive message to a stranger – and…
Type: News Article
Ericsson and Sinch evolve mobile messaging partnership into 5G, Stockholm, Sweden – Sinch AB (publ) – XSTO: SINCH Sinch AB (publ), a global leader in cloud communications and software for mobile operators, has been selected by Ericsson to support its worldwide 5G rollout with messaging technology. Sinch’s SMSF (SMS Function), a cloud-native 3GPP-specified messaging product, will be incorporated into the Ericsson core network offering. In 5G, SMS will continue…, For further information, please contact, Thomas Heath Chief Strategy Officer and Head of Investor Relations Sinch AB (publ) Mobile: +46-722-45 50 55 E-mail: [email protected] , About Sinch, , Sinch brings businesses and people closer with tools enabling personal engagement. The company offers a leading cloud communications platform for mobile messaging, voice and video, and is a trusted software provider to mobile operators around the world. Sinch solutions for messaging, policy & charging, revenue assurance and fraud prevention let mobile operators differentiate their offer,… Type: News Article
1. Does Sinch have a pandemic plan to respond to and recover from mass absenteeism events, such as the Coronavirus (COVID-19)?, Yes, the structure of our support and operations teams allow for remote work and mass absenteeism. This is documented at a high level within our ISMS 2 Business Continuity Plan., 2. Does Sinch have contingency strategies that include transferring work and work remote capabilities associated with the following scenarios to ensure that support is uninterrupted during a pandemic event?, Loss of Human Capital Yes, support and operations teams are able to work remotely and perform all required duties in the event of loss of human capital. Facility Closure Yes, support and operations teams are able to work remotely and perform all required duties in the event of facility closures. Systems that Sinch use have redundancy between multiple datacenters in US and EMEA. If there were a…, 3. Has Sinch taken precautions to mitigate the spread of COVID-19?, Yes, Sinch Leadership has halted unnecessary travel and encourages remote work when local authorities recommend or mandate it. The company also offers sick leave for any employees with symptoms of COVID-19. In some Sinch functions, to ensure availability of critical personnel teams are working on a two-week rotation of employees that are working from home and working from the specific office…, 4. Does Sinch have procedures for communication with customers, suppliers and essential staff if it incurs an impact?, Yes, if there is an impact to services a client notification will be provided through the normal process. The account team working with specific customers will also provide updates through their existing point of contact., 5. For employees that may have had exposure, have steps within your organization been taken to quarantine them for a specific duration?, Yes, while the great majority of Sinch employees worldwide currently work from home, any employees deemed essential that has had possible exposure is required to work remotely for 14 days to ensure no symptoms of COVID-19., 6. Is there currently an impact to any of Sinch’s locations? If yes, describe which recovery strategies your organization has activated and the effectiveness., No, there has been no impact on any portion of our organization thus far at any location. This is continually monitored. The company has built cross-functional task forces across People, Communications, Operations, and Finance departments., 7. Have steps been taken to address any potential impacts associated with third-parties that support Sinch operations from a pandemic perspective?, Yes, through redundancy within the design of our systems, where applicable, we have multiple suppliers for each destination carrier globally and with multiple binds to each of their SMSCs. Automatic failover to redundant datacenters internally is in place., 8. How will Sinch be providing updates to customers and suppliers?, Through client notifications issued via status.sinch.com and through updates from the respective account team., 9. Has Sinch had any impacts to date?, No, there has been no impact on any portion of our organization., 10. I’m planning to visit a Sinch office, what do I need to consider?, While the stage of the coronavirus outbreak varies across the company's three dozen offices, most offices have skeleton crews on site. It is conceivable that someone you expect to meet will not be in the office on the planned day of your visit. If you, within the last two weeks, have been in an area with a current significant outbreak of the COVID-19 virus, or if you for any reason believe you…, 11. How are Sinch platforms performing?, Sinch platforms are carrier grade, fully redundant, and scaling to meet the demands., 12. Has Sinch seen any unusual or suspect traffic?, The company is on heightened alert for scammers. Unfortunately, some individuals see this as an opportunity to take advantage of people’s fears, creating scams to steal personal or financial information. To guard against these scams, Sinch has expanded both its SPAM and SHAFT blocking and its text message monitoring to block, and terminate unwanted traffic., 13. Are there additional best practices to follow during the pandemic?, If possible, stagger messaging blasts. The company recommends that blasts do not start at the top of the hour. The Business Continuity Plan is available upon request. For further questions, please inquire via, [email protected], . For further COVID-19 resources from Sinch, please visit our COVID-19 Knowledge Center . Type: News Article