Calling Your Mobile Customers
Do’s & Dont’s
Have you noticed the trend? In America today, we are more connected to our phones than ever before, our mobile phones. In fact, for a growing number of people, it is the only phone they have.
In 2000, 1 out of 10 people in the United States owned a mobile phone, by 2009, it was 6 in 10. Now, 90% of households in the United States have a mobile phone.
For many companies, calling a client’s mobile phone was simply NOT something to do. To meet regulations, mobile phone dialing requires a different approach than landlines and until recently, there was usually a landline to call instead. Now, as more and more landlines disappear, companies are looking for the best way to reach out to customers. E-mail and texting can work, but so can a call to the mobile phone – when it is done correctly.
GCS recently partnered with one of our customers to explore this communication channel. The results point to a real opportunity for businesses who recognize the trends and want to connect with, and monetize their mobile customer base. But to keep the customer happy, you need to consider three important things:
- The timing of the call – If the customer is working, you don’t want to interrupt them.
- Their sensitivity to the call – You must have a strong relationship with them and a relevant reason for calling.
- The mobility of the number – It may be a New York prefix, but what if they moved to California and kept their mobile number?
We explored these key issues, and more, and found calling the mobile phone does work when done correctly. In fact, as mobile phones have become mobile devices, delivering more and more emails and texts, the novelty of actually talking to someone may be a differentiating factor!