Thursday September 22,2016Mo Firouzabadian Senior Vice President,
We’re in a unique era of marketing right now a relationship era. Gone are the days when price, quality and convenience reigned supreme. Now, loyal consumers and brand advocates arguably the most critical audience for any company in any vertical are seeking meaningful relevance from the businesses they frequent. Customers expect these brands to recognize them the moment they arrive, be it instore, online or through a mobile app. And, even more so, these consumers expect relevant recommendations, touchpoints and moments in time to be served up from that first touch on.Continue reading -->
Wednesday September 14,2016Mo Firouzabadian Senior Vice President,
In the past, telecommunications companies and virtually every vertical, for that matter focused their might and resources on developing highly innovative and highly competitive loyalty programmes. The goal of these programmes was simple: acquire new customers and pull them deeper and deeper into the brand experience with promises of high value, high level rewards, solutions and services. It was, essentially, corporate quid pro quo in exchange for your loyalty and share of your engagement and investment, we’ll provide some meaningful reward or status-marker that improves your experience.Continue reading -->
Thursday September 08,2016Adhish Kulkarni CMO,
A year on since we published a post on “rebooting loyalty” for the digital age (A Formula To Reboot Loyalty), it's interesting to see how players in the telco industry have been addressing the notion of customer retention and loyalty.
In assessing retention and loyalty strategies in more than 50 global markets, it’s clear many of the specific tactics speak to the unique needs of the individual market landscape and its consumers. However, looking at the collective shifts made over the last year, it’s equally evident that we’ve moved from what was once an acquisition-centric mindset all the way through a decidedly retention era. Today the industry has evolved and is now laser-focused on delivering relevance at scale and in real time.Continue reading -->
Monday November 16,2015Mo Firouzabadian Senior Vice President,
Above The Line and Batch Below The Line campaigns with macro segmentation have lost their traction with customers expecting personalized communications in a timely manner with recognition of their loyalty to the brand. This means campaigns have ever decreasing response rates, and offers need to be linked with ever increasing discounts to capture customer’s attention. The mass targeting of customers leads to a huge amount of wastage and high levels of revenue cannibalisation with other offers.Continue reading -->
Wednesday November 04,2015Sharad Sharma Product Manager, Lumata
Customer engagement matters
A Gallup study shows that a customer who is fully engaged represents an average 23% premium in terms of share of wallet, profitability, revenue, and relationship growth compared with the average customer. The enterprises certifying these trends are retail banking, consumer electronics, restaurant, hospitality and insurance.
The study establishes that enterprises receive measurable benefits of driving positive customer engagement. For retail banking, fully engaged customers bring in 37% more annual revenues to their primary bank than the actively disengaged ones. They hold more products with the bank and have higher deposit balanced. For consumer electronics, the fully engaged shoppers visit their preferred retailer 44% more number of times than the actively disengaged ones. And when they do visit, they spend higher on average per shopping trip.
It would hardly be a surprise if most other industries correlate strongly with these trends. Customer engagement, when done right, has been proved to boost revenues and profitability for enterprises. Beyond fiscal gains, engaged customers are true brand ambassadors for a company.
Continue reading -->
Monday November 02,2015Mo Firouzabadian Senior Vice President, Lumata
Increasing churn rates are a real concern for mobile operators and particularly in countries where prepaid, low ARPU customers and multi-SIM users are prevalent.
Many operators rely on below-the-line (BTL) mobile marketing campaigns to try and reach their prepaid customer base with messages and incentives aimed at increasing retention and stimulating revenues.Continue reading -->
Wednesday October 28,2015Sundar Balasubramanian VP Products, Lumata
Operators around the world are faced with disruption by new digital services. These include Over-The-Top (OTT) apps such as Facebook and Whatsapp that have helped drive adoption of smartphones and mobile data in some emerging markets.Continue reading -->
Thursday April 30,2015Sundar Balasubramanian VP Products, Lumata
The promise of telco data beyond traditional customer base management use cases has remained largely in fiction. Until now. Faced with declining revenues and increased churn across both developed and developing markets, mobile operators are turning to their customer data for new sources of revenue and cost reduction. In this blog, we summarise the various opportunities we are either working on or foresee in the near-term horizon.Continue reading -->
Sunday April 12,2015Adhish Kulkarni CMO, Lumata
One of the biggest challenges Telecoms players face today, is how to retain profitable customers in an age of disruption and hyper-competition. Yet, the Telecom operator landscape is littered with 'tired' loyalty plays, characterized by weak customer experiences and generally uninspiring mechanics.Continue reading -->
Wed Jan 29,2014Filippo Arroni Head of Advertising, Lumata
Research insights on mobile advertising and the penetration and use of smartphones confirm that mobile marketing activities are now a real necessity for brands that want to positively interact with their customers.
This will be one of the topics at the conference & “Mobile Marketing & Services: When strategy makes the difference” taking place at the Politecnico di Milano on January 30th.Continue reading -->
Wed Oct 30,2013Thomas Demolliens Head of Telecom Sales, Lumata
Global smartphone adoption will continue to be driven by emerging economies predominantly China, India and Africa
Globally, there are now around 1 billion smartphones. Smartphone adoption had rapidly grown reaching 700 million by 2011 before hitting one billion in 2013. This growth is expected to continue driven by the emerging economies of China, India and Africa.Continue reading -->
Thursday September 26,2013Yves Kammerer Business Development Director, Lumata
A recent article on Mashable states that three out of four people in the United Arab Emirates owns a smartphone, making it the country with the highest smartphone penetration in the world. Following the UAE are South Korea, Saudi Arabia and Singapore. This trend is spreading quickly across the entire Middle East with other countries like Egypt leading the pack.Continue reading -->
Thursday September 05,2013Yves Kammerer Business Development Director, Lumata
Research shows that in developed markets, the revenue mix is changing in line with the evolution of consumer behavior, and the greatest growth opportunity will come from mobile handset data.Continue reading -->
Friday May 24,2013Adhish Kulkarni CMO, Lumata
Orange Wednesdays is one of the most successful sponsorship and reward programmes ever seen. With tens of millions of cinema tickets redeemed, it’s still going from strength to strength.
Now in its 10th year, it’s worth reflecting on what can be learnt from the programmes success…Continue reading -->
Tue May 21,2013Thomas Enraght-Moony Former CEO, Lumata
As mobile ad spend continues to rise, Thomas Enraght-Moony explains how brands can maximise this channel’s effectiveness.Continue reading -->
Sunday Feb 12,2012, Lumata
Here at Lumata, we believe you should be thinking mobile first.
Over the past decade, as consumers, we have been spoilt with new, powerful mobile devices, ever faster download speeds (2g, then 3g, now 4g) and of course the App revolution which has opened unforeseen opportunities to interact with the brands we love.Continue reading -->