Three years ago, I was writing my first blog post about how I had received a package from Formula One racer Kimi Räikkönen, the coolest guy in the universe. In Finland, as part of our school traditions, every first grader gets his or her first mobile phone at the age of seven. That is when our award-winning school system begins to educate our offspring in order to meet OECD and Pisa test requirements. The battle for these new mobile subscriptions is fierce, with communications service providers (CSPs) offering a wide range of options to parents and their kids.
This week, the same package arrived for the next class of first-graders – only this time, Angry Birds had replaced Mr. Räikkönen as the mascot. Finnish mobile operator DNA Finland sent a prepaid SIM card to every Finnish mom (including me) who had a child that was born in 2006 and entering the first grade. Three years ago, I thought that this campaign was extremely clever. Now, though, I’m wondering if DNA Finland could have learned something during the past three years. Sure, the mascot may have changed, but the campaign is largely the same. With new tools like predictive analytics available to CSPs, it seems like the marketing could become much more sophisticated.
DNA Finland knows that I am not their customer and the same applies to other household members. As Comptel’s recent global consumer study showed, having friends and family members who were using the same operator was the third most important factor (41%) for consumers when choosing a CSP. Does DNA Finland know that I didn’t choose them three years ago? Could this campaign have been better customised for mothers who aren’t already DNA Finland’s customers?
I have been waiting for Elisa’s counter offer and I’m wondering if they are using analytics to discover that I am extremely likely to bring them new business by August. After all, our family already has a wide selection of Elisa’s offerings – four mobile subscriptions and one broadband (ADSL) connection. One mobile subscription is for the enterprise customer segment, our broadband connection is in the corporate segment and the rest of our SIM cards are under the consumer customer brand Saunalahti.
I can’t help but wonder if all that information is scattered across various silos and systems. That could make it difficult to apply analytics to all that data and leverage it for new marketing campaigns. Ulla Koivukoski, Comptel’s senior vice president of the analytics business unit, recently wrote about the distinct silos in CSPs and how business units aren’t always looking to solve the same problems. Customer Experience is the issue that bridges the divide between all the competing business interests. And, while receiving an Angry Birds-themed package is nice, I would have remembered something that was personalised a lot more.
With current targeting methods marketers typically end up either with target groups that are too defined and small – it does not make sense to campaign or the campaign scope is too generic and therefore likelihood of inaccuracy increases, as the case in the angry birds campaign. Comptel Social Links can change the mind-set in marketing by combining the marketers’ expertise of selected target group with machine learning letting the algorithms find the customers most similar to the obvious customers. Predictive modelling results will be available for the marketing team instantly, resulting in more accurate hit rates for campaigns, higher customer satisfaction and finding optimal users for the product or service marketed.
CSPs want to make sure that customer service is as good as possible. If you’ve delivered a great customer experience, your efforts are turned into new business opportunities. The first step, though, is to find out just how to use the data you already have to deliver that customer experience. Maybe the next group of first graders will get packages that are a little more customised.