B2B researchers aren't just using mobile devices when they are out of the office; 49% of those who use their mobile devices for research—comparing prices, reading about products, comparing feature sets—do so while at work. Companies can respond to these opportunities by infusing "mobile experiences" that span marketing, customer service, e-commerce, and IT functions so that the customer experience is fluid, yet consistent. Build immediacy in customer engagement with SMS texts SMS offers B2B marketers unparalleled reach, a simple method of engagement, and the ability to deliver information with a sense of immediacy. Offer a service where your business clients can sign up for text-based ordering reminders. For instance, if a company orders your product or service every quarter, send a "time to reorder?" Identify specific opportunities to engage customers and prospects via SMS. Digitize content to shift live events from point-in-time activities to the centerpieces of ongoing customer interactions. Moreover, B2B marketers can extend the event impact with digital content and experiences for ongoing engagement with prospects and customers. Direct customers to these videos and ask for feedback on how effective they were in solving the issue. Mobile makes that happen.
Consumer preference for accessing content through mobile devices is now almost universal. Business buyers are not far behind, using their devices to research their needs and identify further sources of information, potential vendors, and service providers.
In fact, B2B mobile usage is intensifying throughout the entire buying cycle. According to a Google and Millward Brown Digital study of 3,000 B2B decision-makers about their research and purchase habits:
- 42% of researchers use a mobile device during their purchasing process.
- Search activity for those using a smartphone has intensified.
- B2B researchers aren’t just using mobile devices when they are out of the office; 49% of those who use their mobile devices for research—comparing prices, reading about products, comparing feature sets—do so while at work.
Companies can respond to these opportunities by infusing “mobile experiences” that span marketing, customer service, e-commerce, and IT functions so that the customer experience is fluid, yet consistent.
Here are four ways B2B companies can use mobile along the customer journey.
1. Build immediacy in customer engagement with SMS texts
SMS offers B2B marketers unparalleled reach, a simple method of engagement, and the ability to deliver information with a sense of immediacy.
Although SMS is powerful in its own right, it is also a highly effective complement to other digital marketing tactics. Employing SMS is the easiest initial method for customers and prospects to connect to your brand, and as a way to opt in to your use of their mobile phone number.
Offer a service where your business clients can sign up for text-based ordering reminders. For instance, if a company orders your product or service every quarter, send a “time to reorder?” message a few days before the normal ordering date. If you make your customers’ jobs easier and less stressful, they’ll consider your company for future purchasing decisions.
Identify specific opportunities to engage customers and prospects via SMS. Focus on useful pieces of information that you can deliver at their moment of peak value. Build engagement scenarios that ramp up in intensity from SMS to mobile Web to, if applicable, native mobile applications, and even your pre-sales or sales teams.
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