The SMS Marketing Blog

[ By Ez Texting ]

How to Give Away a Million Burgers with Mobile Coupons

 

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Recently, the fast food chain Jack in the Box announced it was giving away one million of its new double-stacked, buttery-bun hamburgers. The “Declaration of Delicious” giveaway announcement came in the form of a Superbowl 50 commercial, and was designed to promote the restaurant chain’s new menu. 

 

Coupon Fun … And Fraud?

Consumers had one week to claim their free burgers. Doing so required making a visit to the Jack in the Box website and signing up to receive a mobile coupon for a free Double Jack or Jumbo Jack burger. 

However, coupon fraud is an issue that isn’t going away anytime soon, so how was it possible for one of the biggest burger chains in the United States to give away one million burgers without more than a few people claiming more than a few coupons? 

 

The Mobile Coupon Solution

In the old days, print coupons would have made the Jack in the Box giveaway a prime target for fraud. Today’s mobile coupons have all but eradicated the issue, with Jack in the Box combining online and offline tools to sidestep fraud-related problems. The restaurant chain sent redeemable codes over text or email to those who signed up to receive the coupon; the codes featured expiration dates. Guests had to either bring the printed versions of the online coupon to the restaurant, or show the codes to a staff member on a mobile device. 

 

What Consumers Preferred

Unsurprisingly, guests overwhelmingly favored the mobile version of the Jack in the Box coupons. Research by CodeBroker noted 70 percent to 80 percent of emailed coupons are viewed on mobile phones, while 20 percent to 30 percent of said coupons get printed. Overall, pulling up a coupon code is considered to be much easier than taking the time to print it.

In terms of email and SMS, consumers generally prefer receiving coupon codes via SMS. The percentage of those who indicate SMS as their favored methods for receiving deals and discounts has continued to rise over the past few years, something that’s very likely to continue. 

 

A Few Suggestions

The Jack in the Box promotion offers several lessons for marketers looking to refine their mobile tactics. For example, it’s been suggested that the restaurant chain emphasized its mobile app as a means of obtaining mobile coupons directly, as higher redemption rates come from app coupons, according to CodeBroker. Another suggestion marketers might consider for their own mobile marketing campaigns is one-time-use coupons at checkout. Generic promo codes generally result in more fraud.

Jack in the Box also missed a golden opportunity to collect information on consumer behavior throughout its burger campaign, starting with issuance and followed by redemption, location, and expiration. One-time-use coupons provide the chance to collect such analytics, and allow for tailored demographic segmentation and new campaign re-targeting. 

What’s the moral of this mobile marketing story? Jack in the Box did a fine job with its mobile marketing campaign, but failed to capitalize on a few key avenues. Mobile marketers would do well to fill in these holes in their own efforts. 

 

Pinnacle Bank SMS Scam Hits Nebraska

 

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The people of Columbus, Nebraska, and nearby areas have been targeted by a text message scam. The local police department used social media to issue a warning, asking people to be especially weary of text messages requesting users to reply with personal banking information. 

 

What Is Text Fraud?

Text fraud, or phishing, has become increasingly popular among online criminals. This particular scammer targeted random phone numbers in and around Columbus and posed as local Pinnacle Bank. The text asked users to tap a link that would prompt them to verify their account information (even if they weren’t a bank customer), which gave the criminals access to users’ personal information. 

This isn’t the first time bad SMS news has hit the mainstream. Text fraud in particular is increasingly invasive on our mobile phones, and a serious problem for financial institutions around the world. Just last month, several banks in Australia were pawns in an SMS scam; 9 banks in total were part of an elaborate and sophisticated ploy that asked bank customers to check or verify private account information. 

The text messages alone don’t do any damage, but they’re designed to look and sound like the real deal. The Federal Trade Commission advises anyone who receives these types of text messages to delete them immediately. According to the FTC website, “Legitimate businesses don’t ask you to send sensitive information through insecure channels.”

Needless to say, text messaging is not a secure form of communication, even though 80 percent of text-savvy consumers use text for business. Working with banks or other private institutions via text isn’t the problem, and people shouldn’t be afraid to engage in SMS activity if they prefer that form of communication. However, everyone should be aware that the service businesses are able to provide via text are very limited, and they should never ask for private account information via text.

Online criminals commonly request things like usernames, passwords, and social security numbers; even something as simple as your address, phone number, or date of birth could compromises your identity. They’ll often use aggressive tactics to urge you to action, threatening to close accounts or discontinue service if the user does not respond. 

 

Protecting Yourself

The best thing to do if you ever suspect text fraud or a phishing scam is ignore the communication and notify the business the text claims to be coming from. The FTC also recommends that you protect yourself with security software, and keep your phone as updated as possible. Keep an eye on your credit reports and financial information. If you see anything that looks suspicious, catching it early can save you a lot of time and grief. And finally, report text fraud to the proper authorities, like The Anti-Phishing Working Group, which includes ISPs, security vendors, financial institutions, and law enforcement agencies. 

How User Behavior Causes Common Mobile Device Issues

 

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It’s increasingly evident within the mobile device industry that many of the operating issues are due to user behavior. What’s more, customer service representatives, IT support staff, and repair specialists are frequently without mobile device-specific knowledge, as well as diagnostic tools indicating whether the issue is user or hardware based. This has resulted in the return of “un-repairable” devices, making it imperative for device manufacturers and network operators to gain a deeper understanding of which issues can actually be rectified and which can’t, and to further train employees so they may resolve problems quickly and efficiently. 

 

Asia: The Highest Failure Rate

According to the State of Mobile Device Performance and Health trend report for Q4 of 2015 by Blancco Technology Group, device failure rates are highest in Asian countries. The fourth quarter of 2015 saw 50 percent of iOS and Android device issues coming from Asia, resulting in a 50 percent ‘No Trouble Found’ return rate. Social networking apps are among the most popular in apps in Australia, Indonesia, and India, while messenger apps are frequently used in Hong Kong, Taiwan, and Singapore. News, search, and weather apps are heavily used in Korea and Japan. 

Social networking and messenger apps are thought to cause the most issues with mobile devices in Asia rather than hardware. For example, Asian citizens who use numerous social media apps per day, and fail to close them properly, are “eating away” at their devices’ resources, including device memory, battery, and overall performance. Texting services such as messaging apps also devour device resources, particularly in terms of group chats. Such text services usually involve sending messages every few minutes, an action which injures device performance in addition to draining battery power. 

 

Europe: Device Failures Increasing Dramatically

Mobile device issues with users residing on the North American continent lowered from 27 percent in Q3 2015 to 26 percent in Q4. Europe did not fare as well, with device issues rising from 14 percent in Q3 2015 to 29 percent in Q4. App usage increased 58 percent in Europe in 2015, thanks mainly to emoji and productivity apps. For example, teens and college students favor Google Docs, Slack, Quip, and the Microsoft productivity suite. Emoji and productivity apps are considered the two app categories causing mobile device issues in Europe as well as North America, with emoji apps frequently slowing mobile devices, if not causing them to crash. 

Productivity apps such as Outlook may result in easier access to mobile email, however they often interfere with device performance due to the accessing, creating, and sharing of sizeable files. 

 

Avoidable Returns

More than 50 percent of the devices returned in 2015 were “avoidable” and subsequently placed in the No Trouble Found category. NTF devices cost manufacturers and mobile network operators about $50 to $100 per device to return them to the market as “used.” The Blancco Technology Group report noted that NTF returns cost organizations millions in 2015. 

Blancco offers numerous tips for reducing NTF return rates, including refraining from overcharging the battery, avoiding installation of numerous anti-virus apps, and “power cycling,” or shutting the device off and restarting it, at least twice a week. Turning application notifications off and avoiding unnecessary Wi-Fi use are also recommended, as is manufacturers, enterprise organizations, and carriers focusing more on customer service and proper issue diagnosis. 

Diabetes Treatment Finds Ally in Texting Services

 

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Texting services are increasingly being utilized by the healthcare industry, as they provide a number of helpful applications, such as reminding patients about appointments and sending tips that contribute to health. Text service health applications now include those relating to diabetes, with Arkansas-based nonprofit corporation ARcare using text messaging to improve its treatment services. 

 

A Valuable Educational Tool

ARcare added SMS texting services to its treatment program for diabetes patients, resulting in a cost-effective way to educate patients about the disease. “Interactive SMS” is utilized to provide patients with vital diabetes information. ARcare CIO Greg Wolverton recommends healthcare organizations focused on population health management recognize messaging tools’ role with regard to electronic health records and care coordination across numerous facilities. He also emphasizes the supreme scalability and efficiency texting services present. 

 

Increased Revenue Options

Implementing text services has been shown to help both the patient and the provider, as it offers an increase in operational revenue. For example, texting diabetic patients about their next appointments significantly reduces chances of no-shows, as most people have their phones with them constantly and look at text messages much sooner than emails. The reduction in no-shows and the ability to easily reschedule should a patient not be able to make the appointment are some of the ways text services are helping the healthcare industry financially. 

 

More Helpful Applications

In addition to its use among diabetic patients and their healthcare providers, text messaging is also increasingly used to treat smoking addiction and pregnancy issues. A recent Swedish study suggested text services make it easier to quit smoking, as the implemented text messaging program “doubled the rate” of self-reported smoking abstinence “with occasional lapses.” It also encouraged quitting cigarettes entirely, though not to the same degree. 

In regard to pregnancy issues, texting was found to help maternal and child mortality problems in Rwanda. The African country’s health workers use text services to keep track of pregnancies, report related health issues, and provide emergency alerts. The latter helps pregnant women obtain emergency care when needed. Health workers also text information about their pregnant patients’ histories for database storage purposes, let women know when it’s time to come in for checkups, and provide doctors with information about any complications. 

 

Part of the Mobile Health Movement

Diabetes, smoking, pregnancy, weight loss, HIV….texting services are part of the mHealth, or mobile health, movement for all of these, according to David Finitsis, a Ph.D. candidate in clinical psychology and author of the February 2014 article Text Message Intervention Designs to Promote Adherence to Antiretroviral Therapy (ART). The article was published in the scientific journal PLOS ONE. Finitisis found text messaging of great assistance to HIV patients, as it improved “adherence to drug regimens” among other benefits. The author remarked that the possibilities connected to text messaging and healthcare are endless, and that smartphones, tablet computers, and social media platforms provide many more avenues for treating the chronically ill. 

Is text service a huge part of the healthcare industry’s future? It certainly seems so. 

 

Is Twitter Stagnating?

 

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Twitter launched in 2006, and within a year fell into the “global phenomenon” category. The social media platform’s origin story is a bit muddled, thanks to the ousting of various creators, however the invention of the hashtag brought with it the chance to promote and comment on worldwide issues, interact with celebrities, emphasize brands, products, and services, and so much more. Yet, despite the changes Twitter made to the world of media, some argue the platform is stagnating, if not dying

Let’s take a look at why Twitter is faltering, including the issues with which chief executive and founding father Jack Dorsey is currently dealing: 

 

Losing Money

Twitter has been losing money for a while now. The social media juggernaut is currently on a $2 billion revenue run rate, and in 2015 it earned $1.4 billion but lost $539 million. The company reported that, in its last quarter, it lost $137 million on $502 million in revenue, with industry experts noting that the $2 billion rate isn’t going to do much. 

 

Not Enough Heavily Active Users

The social media platform has plenty of users, but there’s a decline in the number of people who tweet on a consist basis. Users aren’t taking the time to share the social media option with others and convince them to sign up, among other problems. Dorsey touched on the importance of helping people extract value from the service as soon as possible, which raises the issue of whether people are eschewing Twitter because it’s challenging to use or because there’s simply little interest. 

 

Slow User Growth

Another issue Twitter’s bigwigs are facing is a slowdown in user growth. The social media platform is subsequently not only losing money, but also keeping away investors. Twitter will launch new products and features in hopes of appealing to new users and investors, however current changes haven’t affected the slow user growth rate so far. 

 

Abuse Issue

Some point to Twitter as a tool for abuse or bullying. Late Night With Jimmy Kimmel’s ‘Mean Tweets’ segment is an example of this, as celebrities come on the show to read negative tweets about themselves, often with hilarious results. While this is the lighter side of the bullying that takes place on Twitter and other social media platforms, industry insiders say that the “abused have become the abusers,” resulting in an age of stagnation and numbness. 

 

No Longer Retaining Talent?

Peter Currie, Twitter’s lead independent director, recently commented during a conference call that Dorsey not only attracts talented people, but also keeps them. However, many of the talented folks Dorsey and his associates have hired are leaving the company. They view it as a sinking ship and put in their two weeks in order to work with companies where they can truly thrive. 

Dorsey is also a part-time CEO, which is seen as another big problem affecting the social media platform. 

Is Twitter on its way out? If so, which social media options will take its place? 

 

The Play with 160 Characters

 

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‘Please ensure mobile devices are switched on before the commencement of the performance’ is not something you expect to hear as a theater patron. But that’s exactly what audiences at Fredericton’s Theatre New Brunswick were asked to do for Returning Fire, a play looking at the struggles faced by a former soldier trying to reintegrate into society.

Penned by local playwright Ryan Griffith, Returning Fire tells the story of a soldier in the Canadian Armed Forces returning home from the war in Afghanistan. While trying to reconnect with a friend from his youth, the soldier is haunted by the ghosts of war and the spectre of PTSD, all too common among veterans. 

The play - set in Fredericton - recently completed a short run at the New Brunswick. It’s themes of lost innocence and battle scarred psyches have been explored by plenty of dramatists before, but the production takes a thrilling new approach to the theatrical experience, harnessing mobile technology to engage audiences in a way that pushes conventional boundaries. Indeed, Returning Fire not only dispenses with theater conventions - it largely dispenses with the theater  altogether.

The majority of the story is told through text messages. Ticket holders become audience members at 4pm, when the first text comes through. For the next four hours, the play unfolds as dialogue between the two principal characters, culminating in the revelation of a secret location in Fredericton where the physical denouement will take place. The anticipation builds as audience members converge at the location to witness the live reunion of the characters.

The playwright relished the challenge of creating an entirely new kind of theater using the lexicon of SMS. “It was a lot of fun to recreate that kind of dialogue,” he told the Aquinian. “For me, it was as fun to write as a normal play.”

A Griffith suggests, the appeal of the concept goes beyond a gimmicky use of technology. It’s about the effect that text messaging has had on the way we communicate: the abbreviations, the misunderstandings about intent and tone - even the agony of silence, which takes on a different dimension when the characters aren’t sharing the same physical space. 

Artistic Director Thomas Morgan Jones says Griffith’s work is “able to boldly challenge notions of what live theatre is… by exploring the use of technology in theatre.” 

That exploration was facilitated by Ez Texting, who provided the platform through which the drama unfolds. Morgan Jones says the production would not have been possible without us:

“The idea behind the play was to have two characters text messaging each other three and a half hours before the live play would start. The audience would then receive these text messages on their own phones. During the texts, they would discover where these characters planned to meet in the city of Fredericton, and could then travel to that location to watch the play. When we came up with the idea, we had no idea how we would do it. Thankfully, we found EZTexting.”

As other theaters consider producing Returning Fire, Morgan Jones hopes the unlikely alliance between mobile technology and drama will continue to develop, with Ez Texting’s SMS service his “first recommendation for bringing the play to life” in future productions.

The future of theatrical drama lies with those dramatists willing to break with convention. Although this is the first time text messaging has been used to stage a play, the innovation is part of a wider trend towards a radical reinterpretation of theatre as we know it. 

Returning Fire is a story about the isolation of PTSD and the difficulty of making human connections in an increasingly atomized world. It’s creator has not only recognized the role played by online communication in fueling and normalizing that atomization, but brought it to life as a distinct and vital character.

Volvo Plans to Replace Car Keys with Phones

 

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Swedish car giant Volvo will become the first major automotive company to introduce key-less vehicles. All aspects of car security - including access and ignition - will instead be managed exclusively from bluetooth-enabled smartphones.

Volvo is not alone in taking steps to consign the traditional metal key to history. Even cheap subcompacts are increasingly being manufactured with electronic key fobs which, though expensive to replace, eliminate the problem of keys becoming stuck or broken in ignition locks or car doors. 

The smartphone solution would work in the same way as key fobs, starting the car and unlocking the doors and trunk. It goes further, allowing friends and relatives who wish to borrow the car to be granted access electronically by receiving the key from the owner’s smartphone. Car rentals would be simplified by issuing an electronic key to the renter’s smartphone.

Volvo is looking to try out the technology immediately, roadtesting the digital keys with a car sharing firm operating out of Gothenburg airport. A limited number of commercially available cars will be equipped with digital keys in 2017.

 

Is the Biggest Issue with Smartphones Their Users?

 

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Today’s smartphones are capable of withstanding pretty serious damage, including getting dropped many times over, being subject to dust and other floating particles, or somehow landing in the bathtub when it’s full of hot water. Phones still fail every so often, as do most products whether they’re electronically-based or not. This is quite normal, however a new survey indicates that the biggest problems with smartphones aren’t the devices, but the users. It appears not everyone is as smartphone-savvy as they might think. 

 

“No Trouble Found” 

According to a recent survey from Blancco Technology Group, as many as three quarters of smartphone hardware failures are of the “NTF” or “no trouble found” variety. The State of Mobile Device Performance and Health Trend Report: Q4 2015 outlined the top five “trouble spots” result in 39% of mobile phone failures around the world, with the camera causing the biggest issues. Smartphone cameras are responsible of 10% of hardware problems, followed by the touch screen (9%), battery charging (8%), microphone (6%), and performance issues (6%). The report’s findings are based on “aggregate, anonymized data,” according to Blancco Technology Group, and was collected by the company’s SmartChk platform. 

 

Varies By Region

Smartphone trouble areas vary by region, with North American users fussy over performance and blaming hardware issues on slow operation. This is followed by the camera, charger, headset, and microphone. Carrier signal is by far the biggest issue in Europe, followed by calling ability, camera, and Wi-Fi issues. 

 

Misunderstandings

The survey found that user behavior and misunderstandings are the cause of supposed hardware problems. For example, almost 74% of smartphones returned in North America due to “hardware issues” were labeled “no trouble found.” NTF rates are also high in Europe (71%) and in Asia (50%). Such misunderstandings about how to properly use smartphones indicates their complexities continue to baffle users and result in problems for enterprises and carriers alike. 

High NTF rates are particularly problematic for enterprises, according to the survey. 

“The ability to quickly triage mobile device issues – be it legitimate or specious—will mitigate these impacts and deliver on the promise of mobile connectivity for businesses supporting employees’ smartphones, be they corporate-issued or BYOD.” 

 

Up To Device Developers

These issues may cause problems for enterprises and carriers, however they aren’t their inequities to rectify. It’s the job of device developers to create smartphones and other mobile devices easy to use and understand. “Easy” devices won’t result in frustration...and subsequent “send-backs.” 

 

Apple Over Android

The survey also notes that Apple is currently ahead of Android in regards to user-related device problems, which found 85% of such issues came from Android devices compared to 15% of iOS devices. However, industry experts say these numbers don’t reflect the significant differences in the market share, nor the lower price points attached to most Android devices. Experts have remarked that Apple surpassing Android in this regard should be taken with a bucket rather than a grain of salt. 

 

Do Good Week: Maintaining a Positive Company Culture

 

As part of this year's 'Do Good Week' we take a look at how you can inspire and maintain a positive company culture. 

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In order to do well in business, you need to maintain a positive company culture. What is a company culture and how do you create one that positively impacts your business, and therefore your customers? Company culture is a shared set of visions and values for the betterment of the company and those it serves, and it’s a collective effort to uphold those visions and values through every business decision and action.

 

Examples of a Positive Company Culture

A positive company culture is seen in the way leadership communicates with employees, in the enthusiasm employees have when performing their jobs, and in the effectiveness of the company to better the lives of its customers. Companies like The Disney Store have created a positive company culture by taking into consideration all of the above-mentioned points, and companies that are successful in creating a positive culture tend to experience enormous success.

 

The Importance of Positive Company Culture

It’s important that a company’s founder set the tone for a positive culture from day one. His or her visions and values can then be passed on to first-hire leadership, employee teams that are built subsequently, and any vendors or merchants that are representative of the company. It’s crucial that anyone who joins the company, in any capacity, is aware of the positive company culture that has been built and prepared to help maintain it. 

A positive company culture must be practiced and on display at all times in order to keep the business thriving. This means that anyone who is not on board with the culture that the company has created needs to decide to adopt a new attitude or face the consequences. Culture is that dire for a business’ success. 

 

How to Create and Maintain a Positive Company Culture

The culture a company creates for employees, and for customers, will be slightly different from one business to the next because of factors like the nature of business, the business’ target audience, and business location, among others. However, in the end, a positive company culture will be focused on a few things, including clear communication, fair dealing, and the happiness of employees and customers. The following are some goals a business can focus on to create a company culture that benefits management, shareholders, employees, and customers:

 

Recruit the Right People

To create a positive company culture, start with a leadership team that understands and embraces the business’ vision and values, and then make sure everyone who comes on board in any other capacity is clear and accepting of the culture. When you screen employees, hold willingness to uphold your company’s culture as a “must.” This will help your business by getting the right people into your company from day one, which means less turnover later. 

 

Commit to Orientations and Ongoing Training

Make it a requirement that every person who comes to work for your company go through an orientation that specifically addresses the company culture you’ve created. Also, make periodic training classes a requirement so that employees can receive updates to your visions and values (as they might change according to the state of an evolving business) and reminders about your company’s ultimate goals. 

In addition to these methods of maintaining a positive company culture, it’s a good idea to foster company-wide communication at every level, consider recognition and awards programs for those who go above and beyond in upholding your business’ values, and generate an atmosphere of caring in which employees feel connected and comfortable with each other, like a family. 

 

How Mobile Apps Are Changing the Construction Industry

 

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General contractors, construction managers, and subcontractors make up a small portion of the working components required to successfully build a home or other outdoor structure. In 2016, it’s no surprise that many of these working parts can now be managed, tracked, and organized using field-ready mobile apps specific to the work of construction. Here’s a look at some popular apps, as well as the tools they offer, that are changing the construction industry. 

 

No Time, No Problem 

One of the biggest challenges faced by construction workers and managers is to keep strict timelines that contain several inspection points along the way. Before the walls go up, the plumbing and electrical wiring must first be inspected, right? So keeping a tight schedule is an important part of the job—especially if you’re working with anxious homeowners. 

Thanks to apps like BuilderTREND, construction managers can handle everything from time constraints to subcontractors, with an interface that can be custom branded for a specific construction company. In addition to looking supremely professional with its customized logo and header, the system offers a great way to keep track of multiple moving parts, while keeping everyone in the loop. 

Now you don’t have to worry about who, what, when, or where. It’s all right there in one easy-to-use app, available on Android and iOS for about $99 a month.  

 

Improve Communication 

Another construction area that’s been greatly affected by mobile is communication. As you might expect, construction requires that communication among several parties be coordinated and constant. If something goes wrong at the job site, say with the plumbing, it’s important that the subcontractor is back on the site to fix it as soon as possible so that next steps aren’t delayed. 

Fieldlens is an app that allows construction managers to keep an open line of communication with every party involved. Fieldlens has settings to allow you to prioritize certain conversations and include or exclude individuals to segregate information. There’s also a “LiveLayer” function that allows contractors to mark drawings in layers to avoid excessive clutter. You can then color code those drawings and share them with the right people without distraction. 

The best part about this app is that it’s free, but only for up to three users per project. You can upgrade to the pro plan for $25 per user per month on both iOS and Android phones. 

 

Clean Up the Clutter

Like most industries, construction has looked for ways to reduce its carbon footprint, and thanks to mobile apps, a lot of the waste and clutter has been eliminated. 

The Canvas app is a great example of how streamlining the paperwork on a cloud-based system is both eco-friendly and extremely productive for construction managers and workers. 

Canvas is a pick-and-build your own construction app featuring more than 5,000 specific apps to fit needs on a per-project basis. Just drag and drop what you want—virtually everything is done on the cloud. You can even get signatures on your phone to complete inspections, fulfill requests, and place orders. 

Save paper on bids, estimates, and contracts with this app, which starts at $13 a month and is available on iOS, Android, Windows 8, and Windows 5.0-6.5. 

Construction may require you move a stone or two from time to time, but it sure doesn’t mean you have to live in the Stone Age. Check out one of these apps or look to others for a mobile solution that fits your construction needs.