End Fees for Errant Texts

October 11th, 2011

The FCC should require that EVERY mobile subscriber, not on a SMS plan, receives 50 free texts a month. There is no need for consumers to have to take their time to contact a brand, a carrier or a mobile solution provider to complain about receiving an errant text due to a mis-keyed mobile phone number, unintended opt-in by a child playing with a phone, or any other reason.

Text is the ONLY communication medium you have to pay to receive even if you did not request. The solution is so easy and the carriers could initiate on their own now. Instead, the carriers are so greedy with their precious text messaging revenue.

Additionally, the carriers should be required to print on every bill the standard opt-out commands and process that the carriers themselves require of every mobile solution provider.

Go Mobile Conference Sponsored by HubSpot

September 27th, 2011

Simply sharing an opportunity to spend a day in Atlanta with some mobile experts from Google and HubSpot to learn about QR codes, mobile web sites and SMS marketing. HubSpot is offering a $100 discount, bringing the price to only $195. Ehe event is on Oct. 6th. For more details, click here.

Sex Sells — Except When Interrupted

July 1st, 2011

The other day, we came across the best SMS marketing opt-out we have reviewed in six years and just had to share it, obviously maintaining the privacy of the sender…

Will u guys plzzzz stop texting me
i was trying to make out with my girlfriend
and i was about to go in the bed with her
and u guys ruined it omg

The OTAir system response: correctly recognized STOP and opted the sender out.

Sex may sell, but not when interrupted! Timing apparently was not optimal for our client who sent the broadcast responded to by this distracted recipient.

Our response, in true text lingo:  ROTFLOL

At OTAir mobile messaging, we routinely review all message logs to ensure the system is behaving and our clients are following best practices for appropriate marketing via text. We also make sure that all intended opt-outs are processed as sometimes mobile users do not text one of the ten opt-out commands our system recognizes, but you can sense they wanted to opt-out.

For more info on getting this kind of above and beyond service from your mobile messaging provider, please chat us online or send us a request at http://otair.com.

Daily Deals and the Wrong Side of the 80/20 Rule

June 17th, 2011

So, as announced by Rice University, 80% of the customers coming in the door with a Groupon, LivingSocial or other ‘daily deal’ are first-timers…but only 20% come back for future purchases.

Ouch! That’s being on the wrong side of the 80/20 rule. Or is it? The problem is not the method of getting new customers in the door. Rather, the issue is a lack of planning of what to do with those new visitors AFTER the initial visit. How are you as a restauranteur, retail sales manager, or personal service boutique owner, going to re-engage them when the dealing’s done?

Checklist - Daily Deal, OTAir, Email Marketing ProviderThe likes of Groupon and LivingSocial should be fulfilling this need. It would be easy to facilitate the sharing of consumer contact info at the time of purchasing or following a deal redemption. But ah…that’s a threat to the middleman, isn’t it? The business would then have at its disposal info to send future deals directly and avoid the high cut retained by the daily deal mitigators.

No worries…there is an easy way to invite and incentivize your first time customers to share their contact info with you…text messaging. While customers are present in your restaurant or storefront for the first time redeeming their pre-purchased deal, ask them verbally and in print to instantly opt-in for ongoing mobile and email communications from you. Considering they already engaged you digitally to acquire the introductory special, they are likely to willingly receive additional value. In fact, we routinely see mobile opt-in rates for retailers and restaurants of around 20%…even higher in many cases. Additionally, we have seen an average exceeding 80% provide their email address via text when asked. Now, that’s being on the RIGHT side of the 80/20 rule!

So, use the daily deal vendors to attract new business…just please first have a retention communications plan in place. And, take it a step further with the highly efficient and effective loyalty building mechanism familiar to all as a simple text message. Need some help with figuring how to do that? The team at OTAir mobile messaging is happy to discuss that with you at no charge. Simply click here.

New OTAir Feature: automatic Open Response broadcasts

June 7th, 2011

Now, clients of OTAir can set specific keywords/campaigns to automatic Open Response on text broadcasts. This is great for restaurants, doctors, dentists, comedy clubs and similar that almost always want to leave a ‘session state’ listening for customer replies, by text, to a message distributed to the masses. A perfect mechanism for receiving survey responses, appointment confirmations and ticket reservations.

Instead of having to remember to enable Open Response, you disable it when it is NOT needed. All your other keywords/campaigns will remain in the default disabled Open Response mode, allowing you to enable Open Response for those campaigns only when needed.

It’s real easy to activate default Open Response. Simply ask the OTAir Client Operations Team to do so. If you use a dedicated short code, you can even activate the setting yourself in the Keyword settings panel.

Default Enable Open Response Setting

Then, when you select the keyword and/or any sub-keywords to receive a broadcast…

Default Enable Open Response Setting

…you will notice the Open Response checkbox is auto-enabled…

Open Response Enabled

…and you can then proceed to optionally set one or more persons to be notified by text and/or email of an incoming response.

 

Read One-Sixty /over the air/ for Latest Mobile News

June 6th, 2011

The premiere edition of “One-Sixty /over the air/” has just been published by OTAir mobile messaging using the Twitter-integrated content aggregation services of Paper.li.

Check each morning for the latest mobile marketing and interesting text messaging news, stories, photos, videos, case studies and more.

Bookmark this link for easy access: http://i.otair.com/160ota and follow @OTAir on Twitter to know when the latest issue is available.

QR Codes for Restaurants – Chief Texter @OTAir, Jim Washok, Responds

June 3rd, 2011

Jim Washok, Chief Texter, at OTAir mobile messaging wants to share with the broader public comments posted to the Restaurant Network group on LinkedIn regarding…

What are your thoughts on using QR Codes for your restaurants?

All boils down to focus first on audience, setting & benefit…then on the tech.

Great uses of QR for restaurants…

  • customer acquisition: on print ads for more detail & on printed coupons for an always-with-u digital version
  • in-unit experience: on menus for multimedia item promo, on table tents to respond to surveys & opt-in to text/email communications, and on kids’ menus for fun branded interactivity
  • take-out experience: on product packaging to respond to surveys, opt-in to text/email specials, or share review on social sites (be careful – better be sure your food is great)
  • other: on printed receipts for digital version (great if you serve a heavy business clientele)

Not so great uses…

  • billboards, tv ads, and signage that is usually viewed from at least two feet away- obviously can’t be incorporated in radio ads at all
  • online (email, display ads, social sites)…some will disagree, but consider the consumer…it’s easier for them to just click-thru then have to engage with their mobile device

As Kris already pointed out in earlier comments, consider that just about everything a QR code can do, consumer engagement via SMS can also accomplish with a number of additional benefits…

  • works on EVERY device
  • high adoption rate…approx 78% of nearly 300 million mobile users in U.S. regularly use text messaging vs. less than 10% of the approx 100 million smart phone owners have ever scanned a QR code
  • no learning curve- works with very, very low cell signal
  • no data plan requirement
  • received text msgs remain on the phone available for instant review
  • text call-to-action & received msgs are easily sharable for viral spread- you receive mobile number of customer & they can instantly opt-in to your messaging
  • can be used in EVERY medium…even radio ads ;-)

The only real benefit of QR codes over SMS…

  • avoidance of carrier requirements and costs that are typically only a nickel for a two-way exchange with a consumer via SMS anyway

Perhaps time for us at OTAir to put in a handy-dandy comparison chart on our site. Now one million and two items on the to-do list. ;-)

Tablets as Menus in Restaurants – Comments by Jim Washok, Chief Texter @OTAir

June 3rd, 2011

Jim Washok, Chief Texter at OTAir mobile messaging responds to this question posted to the Restaurant Network group on LinkedIn. Apparently, quite thought-provoking with 102 comments posted in the past month…

Can Tablet Computers replace Menus in Restaurants? Tech start-up raised $1m to find out, Applebees interested in piloting. Company claims 10% more revenue for restaurants. Your thoughts?

As much as I’d love to see this happen, being fanatical about mobile toys, I think it is a stretch for restaurants to implement such at this time. I see three primary inhibitions that are along the lines of what’s been mentioned here so far, but may differ slightly. I also see a potential solution.

  1. The expense is high…consider the number of menus in use at any one moment at an average size casual restaurant. During peak hours, this numbers in the dozens. That’s a lot of tablets on the floor…perhaps literally with patrons and staff dropping them. Issuing one per table will significantly slow the ordering process and reduce table turnover. Hosts are likely going to have to come back to tables to retrieve as the servers are too busy to be lugging say six tablets for a party of six.
  2. Complexity…restaurants need products and services that make the work of staff faster and easier. Though the menu can be significantly enhanced with awesome visuals, interactivity, supplemental diet info, etc…I think the disruption to usual host-customer-server interactions is significant with this use.
  3. Customer confusion…tablets are exciting and millions are buying, but beside the buzz, let’s keep in mind that the vast majority of consumers from 5 to 105 viewing menus have never used a tablet, but they know how to ‘operate’ a menu. Increasing customer ‘workload’ is usually not a good idea.

Despite the above, I think it is foolish to discount the idea and not experiment with implementations. Surprising results are often found in the least likely situations. Certainly tablets can work great in kiosk situations…place in the lines of QSRs for consumers to place orders themselves with big picture touch buttons and free the counter staff to actually fulfill orders. Tablets have already proven useful in situations appropriate for one device at a table…presenting a lengthy wine list to the ‘host’ of a party for selection.

Finally, a potential alternative solution. From the limited perspective as a focus group of one, I have my iPad with me just about every time I am at a restaurant. I’ve seen many patrons with their own tablet too. Therefore, as adoption continues to accelerate and only a few platforms emerge as the clear leaders, must restaurants supply their own tablets for such ordering or can the consumer opt to open the menu on their own tablet, preferably via some sort of rapid ‘flash app’ (and I don’t mean Flash technology) that does not require installation and taps the data via the location’s own wi-fi network?

Food for thought. ;-)

OTAir Reveals #TheMissing20 – Follow, Tweet & Text to Win

June 1st, 2011

OTAir mobile messaging invites one and all to join us in sharing crazy, fun and even potentially legitimate tweets limited to no more than 20 characters. Participants stand a chance of winning one of twenty daily and three bonus $20 gift certificates to Amazon.com.

The Missing 20 event runs June 1 – 20, 2011, and we welcome the public to tweet their 20-char posts every day and multiple times a day. The more original tweets one posts, the more entries considered for each day’s drawing for the daily prize to be awarded by noon ET the following day. Retweeting OTAir’s own 20-char posts also count as an additional entry.

There are just a few basic steps required to participate:

  1. Follow @OTAir on Twitter
  2. Post one or more 20-char tweets June 1-20 and include the #TheMissing20 hashtag in the tweet (and obviously not part of the 20 chars) – optionally also include the details/rules URL of http://i.otair.com/misn20
  3. Just once during the event, but the sooner the better to have all posted tweets count, text TM20 with your Twitter handle and BUSINESS email address to 68247 – we need that address to send Amazon gift certificates to

Participants can only win one daily prize during the course of the 20-day event, though they may also win one of the bonus prizes. A weekly bonus prize will be awarded to our favoriate #TheMissing20 tweet.

So, why are we doing this anyway?

We know marketers love Twitter, we do too. But, we know many marketers view the social media channel as an easy way to distribute their brand’s messaging, consider it a free channel, or think of Twitter as the superior digital version of word of mouth communications. The reality is that tweets are not by default received on recipients’ mobile devices and tweets are limited to 140 characters…20 fewer than using a text messaging solution hosted by OTAir.

There’s room for both Twitter and text messaging in a marketer’s use of micro-messaging. What is important is for marketers to understand the limitations of Twitter and how those weaknesses are not present with text messaging. Put another way, using Twitter is like hoping your intended audience is putting a cup out in Niagara Falls at just the right moment to by chance capture your drop of water as it begins its plummet to the rocks below never to be heard from again. Conversely, text message communications put that drop of water directly in your audiences’ cup…their mobile device where 90-95% of all received messages are read, over half within 15 mins.

So, #TheMissing20 humorously highlights the cost of losing 20 characters in your message by example of just how much can actually be said in only 20 characters…so imagine having 8 times that to work with vs. 7 times that!

Additional details, as well as, event/prize rules can be found at http://i.otair.com/misn20

 

17, Not 10, Steps From Idea To Business

May 25th, 2011

Got a very different post here…not related to mobile, but definitely to OTAir. Sharing some lessons learned to help others out there looking to launch a venture…

17 may be a rather unusual quantity for a how-to list. Top 10 is more typical. But, this is not your typical “steps to launching a business” post either. How do I know? I have read that kind of typical advice…weak in the battlefield of reality. Allow me to explain…

When the entrepreneurial bug was nibbling prior to co-founding OTAir in 2005, I thought it wise to read a number of books describing the important steps to launching a business. Armed with what I thought were the basic essentials of understanding from my reading (note I also had a business oriented Masters in Technology Management and Marketing), the “real world” taught me and my business partner a whole new set of top 10 steps…learned the hard way, in retrospect.

I am writing about it this many years later, as we have been fortunate to overcome previous mistakes. More so though due to Inc.com publishing, this morning, a piece by David Ronick, co-founder of UpStart Bootcamp, entitled “10 Steps From Idea to Business.” As I read it, deja vu kicked in. I recalled reading very similar advice years before…good advice that fell short of being “enough” for actually launching OTAir on more healthier footing than we did. Please believe me when I say I am not knocking David’s article. The steps he outlines are important and valid. I simply contend that they are the basics and not representative of the most important steps.

David’s article inspired me to put fingers to the keyboard and share key steps gleaned from years of reflection on personal experience. I found my 10 steps to encompass all of David’s at key points, hence between the two of us…17 steps…no doubt still not an exhaustive list to which more could be added.

The essentials of facing the real world of business with an idea are…

  1. Follow steps 1-4 as told by David. See, I admire and agree with David’s advice. I am even starting with it. Really ponder your idea. Consider risks stemming from limited resources, market conditions, and disruptive technologies among other factors. If possible, develop reasonable risk mitigation tactics. I will add, the best piece of advice I admittedly heard from others…build what you would use. If your product or service solves a need you have or are personally familiar with, all the better given your intimate experience with the void your idea will address.
  2. Now my turn with my first added step…Identify how much you are willing to lose. Notice I didn’t say money and I didn’t say spend or invest, but rather the harshest possibility of losing everything that matters to you. Assume failure and what would failure cost you in time, opportunity, esteem, family relationships, and money. This does not mean be a pessimist and scrap your idea. I’m simply reminding you that most businesses do fail, and if you define what you are comfortable with your dream costing you should it not work out, and stick to that “expenditure,” then that is all you will lose. Set your hours and family expectations, and put all the money you are willing to lose in a separate account.
  3. Determine how much you must make monthly. Calculate the bare minimum you need to cover your living expenses starting month one. The more you were previously making, the harder this step is likely to be. But it is essential. You want to avoid going into any debt beyond what you are willing to lose in step two. You will pay yourself (and partners if applicable), first, for personal expenses out of the money you set aside in the previous step..
  4. Guesstimate your business budget. This is hard to do at first and you will need to revise as you move forward.  Just do as best as you can to identify all potential costs. Account for often overlooked expenses like membership dues, legal counseling, employee taxes, insurance and the like. Your burn rate through your pay combined with your business budget will help you…
  5. Define your fail point. If you were to put $100k aside, need to pay yourself $2k per month, and the business needs $3k per month, you now know the business can survive for 20 months without bringing in a single dime and you can cover your personal expenses. See how that eliminates a lot of guessing, angst and risk? Bring in enough business for at least $5k monthly net profit before 20 months expires, and you are breaking even! Move beyond that and you can evaluate growing the team, adding new products, and all the other fun stuff coming in the later steps.
  6. Decide to bootstrap or solicit for funding. Bootstrapping is by far the better approach. Virtually every funding source we have ever worked with, including venture capitalists, have said the same. Maintain control and equity as much as you can. But, do not be foolish about it either. Some businesses are just too much to effectively launch or maintain with your own funds and revenue. Also, your equity is not worth a thing to cling to if your business is not growing. A hybrid approach is even possible…just plan ahead how far bootstrapping will support the endeavor and the triggers for seeking outside funding. You want to avoid emotional decision making by deciding in advance.
  7. Do steps 5-8 in David’s article. Now you get to work building your product, going to market and tweaking. Notice I had more planning steps in my list, but I did not say create a business plan. I do not believe such a comprehensive plan is worth much. If you need to get outside funding early in launch, then by all means as any investor will want to know the details of what your foresee. Otherwise, don’t fixate on planning beyond the essentials. David’s team at UpStart Bootcamp can help with the proper planning, especially if you are going to bootstrap your business.
  8. Focus on the business you want and need. When just getting started, it’s easy to say yes to everything and everyone. Be very discerning as to the benefit every opportunity, vendor, partner, prospect, marketing resource, etc. may offer and the hard and soft costs of achieving that benefit. Simply, do not be desperate for business nor to please a prospect or client. Define what problem you are NOT solving, what business you do NOT want. Whether you intend to offer a software product or not, I recommend reading Rework by the folks at 37 Signals for some additional insight on this…invaluable…really.
  9. Master cash flow…it’s your life blood. This is a really bad lesson to learn the hard way. Please do not touch the hot stove even though I said not to. Your cash flow is more vital than any other financial statement. Your profits don’t mean s*** if you do not master your available cash. The two do not necessarily equate. Note that I said “master” not “monitor.” Cash flow must be manhandled more than anything else. Wrestle it to the ground like a bullfighter. Make it a daily priority until you are far from needing to worry about it anymore.
  10. Finally, back to David…Do steps 9-10 as he instructs. If you have done the above…let’s see my 7 steps and David’s 7…so 14 steps, you should be good to go for my last which equates to David’s final two and brings us to 17. You are ready to grow and accelerate your expansion of customers, staff, space, hardware, and publicity. Congratulations!
  11. UPDATE…a post-launch 18th step to add thanks to another great 10-step article…this one by Benjamin Lang (@entrepreneurpro), founder of EpicLaunchMaster building your brand online. Put another way by the folks at HubSpot, excel at inbound marketing. There are so many resources available for inexpensive, yet effective online brand awareness and relationship building with prospects. Benjamin highlights key opportunities in “10 Ways for Entrepreneurs to Build Brands Online.”