There may be no industry in which personally relevant cross-channel communication is more of an imperative today than travel and hospitality. There are so many factors at play when it comes to messaging outreach, from timing to customer behavior, and so much fierce competition in the space that generic blasts have virtually no chance of breaking through the noise.
As consumer expectations for personalization across marketing channels continue to increase, the importance for brands to smartly utilize the customer data they’ve collected grows alongside it. But, even for those marketing teams that are personalizing campaigns across multiple channels — from email to mobile push and SMS — channel silos threaten to damage the overall customer experience they’re trying to create.
While it’s easy to build campaigns in each channel separately — and most multi-channel ESP platforms require you to do so — it’s essential for marketers to think of these various channels as one interconnected way of communicating with customers. Why? Because that’s precisely the way customers think of them. And that’s especially true for Super Senders. All of the communications consumers receive are associated with the brand they receive them from, and they expect these channel to be seamless. If one channel doesn’t appear to know what the other is doing, that hurts trust and that overall experience with the brand.
Any enterprise marketer who has made the leap into cross-channel messaging knows it’s difficult to execute a sophisticated cross-channel strategy for a variety of reasons. At the top of that list of obstacles are technology that doesn’t serve the Super Sender’s needs, and data that’s challenging to access.
This is some of what we found in our new survey, where we asked enterprise marketers about their experiences in the cross-channel space, and tried to better understand what’s working and what’s not. And when it comes to personalization, there are some clear hurdles that they’re trying to find a way to get past.
We’re always looking for new ways to provide Super Senders with more options, more ways to deliver effective marketing campaigns. We want working with MessageGears to be empowering for marketers in every possible way, and that often means finding the right partner fit when we see a market niche being filled particularly well by a best-in-breed solution.
That’s certainly the case with Airship (formerly Urban Airship). They’re an established leader in mobile messaging. With our new integration, customers can build, automate, and deliver notifications based on any data that they’ve collected into their database — across a full range of actions and attributes — and accessing it live, using MessageGears’ interface. Airship’s Predictive AI is then able to utilize what you know about each customer to pinpoint the delivery time that will generate the highest open, click, and conversion rate.
It’s no secret to most marketers that personalized messages get a better engagement and conversion rate than static, one-size-fits-all ones. With inboxes and mobile phones as busy as they are today, consumers want the messages they receive to be relevant to them. Those are the messages they’ll respond to. Not only does it interest them more, but it shows you see them as more than a persona. They’re an individual, and personalization is part of acknowledging that.
But how do you do it effectively and seamlessly when delivering campaigns across multiple channels, from email to mobile? Our recent webinar discussed the five tools you can put to use to improve the engagement levels with your campaigns, while putting the data you’ve collected to good use.
After years of focusing on reinventing and improving how email marketing at scale works for the world’s biggest brands, MessageGears is thrilled to announce our new cross-channel orchestration capabilities. These exciting new tools enable marketers to orchestrate complex, cross-channel campaigns that utilize all of their live, internal data to reach customers at their preferred channel — whether that’s email, push, or SMS.
This evolution has been years in the making, as we’ve seen the changing technology needs of our clients, and the expectations of their customers continue to grow. In order to empower enterprise marketers to send the campaigns they want, cross-channel capabilities were essential. And, when you combine the upgraded platform with direct access to your data, the benefits become clear pretty quickly.
Every enterprise marketer knows the challenges of messaging change dramatically at scale. Customers demand — and expect — a highly personalized experience from brands of this size, but legacy marketing clouds and traditional ESPs aren’t built to enable Super Senders to do that. Maybe you can send to multiple channels, but your ESP’s disconnected setup hinders your ability to deliver the kinds of campaigns your customers will respond to. And what’s worse is you probably think that’s just the way it has to be.
MessageGears is envisioning a better cross-channel experience. In our latest webinar, MessageGears CEO Roger Barnette and Chief Product Officer Dan Roy discussed our mission to create tools that meet the unique needs of enterprise marketers and showed off our revolutionary new cross-channel orchestration capabilities that empower marketers to send the right message to the right person at exactly the right time — and now, to the channel that will deliver the best results.
While email is a highly efficient and profitable messaging channel for Super Senders who put the resources into doing it well, there’s no doubt that push messaging and SMS have plenty of potential for companies who want to maximize their customer reach. If you’re a marketing or martech leader who’s trying to evaluate providers, though, the terminology and options can be confusing. When a vendor calls themselves “multi channel,” what does that mean? And how is “cross channel” different?
Similar as they may sound, there’s actually an important difference in how email service providers use them. Multi-channel providers can enable marketers to create campaigns in multiple channels — push and SMS being the most common — but doing so typically means building the campaign for one channel at a time, often using very different UIs for each. With cross-channel messaging, though, you’re building one campaign and choosing the channels within that campaign, on the same screen.