previous icon Back to blog
Sep 22, 2021
5 minutes read

How to Make Flexibility the Key to Every Successful Marketing Strategy

It’s widely accepted that change is the only constant in the modern business environment (Forbes, 2017). If businesses don't build marketing strategies with built-in flexibility, they won’t be able to adapt to and respond to this change. You can have the best marketing strategy in the world, but if it doesn’t allow you to take advantage of an opportunity in almost real-time, or change your messaging based on fluctuating market conditions, it won’t be successful for long. Changes in consumer behaviour or new competitive offerings can make any good marketing strategy obsolete, but the ability to adapt allows businesses to respond to problems and seize new opportunities the moment they arise. Here is how modern communications platforms help businesses identify opportunities and respond with flexibility to give them a competitive advantage.

Brechtje van Houtum
Brechtje van Houtum,
Content Marketer

Marketing with mobility

Considering that around 20% of consumers check their phones more than 50 times a day, we cannot underestimate the value of mobile marketing in today’s business environment. Because so many customers use their phones to communicate with people and brands, browse for products and services, or make online payments, many businesses are taking a mobile-first approach to meet users on their preferred communication channels

But marketing on mobile platforms is constantly changing, and businesses that don’t have flexible marketing strategies won’t be able to take advantage of new features. 

For example, WhatsApp recently released a new feature that allows businesses to add a ‘Send Message’ button to their ads, opening a conversation in WhatsApp when potential customers click on it. This offers customers the convenience of starting conversations directly relating to a particular product, giving businesses better leads and faster customer interactions. A great example of conversational marketing. 

Businesses must also understand that customers aren’t just on one channel. Your customers are used to an omnichannel experience, and brands that have the flexibility to seamlessly communicate with these customers across channels are the ones that will provide the best customer experience.

Whether customers prefer using email, SMS, WhatsApp, Facebook Messenger, or Apple Messages for Business, they expect businesses to meet them there. Managing customer interactions on a wide variety of platforms is essential, but it can quickly become overly complicated. Smart tools like a mobile marketing cloud bring multiple communication streams to one easy-to-use platform where businesses can manage customer interactions with ease, providing all the benefits of flexible communication with none of the hassle of managing disparate channels. 

Responding to customer needs

The pandemic has certainly taught us to plan for unpredictability, and those who respond first to change will often be most successful. 

For example, when lockdown restrictions made it difficult for The Rent Company to work from the office, the organisation turned the challenge into an opportunity. They pivoted to Mobile Service Cloud and ended up working in the cloud from home. Willem van de Kerkhof, Director of Innovations of The Rent Company, states:

“Make your customer service as flexible as possible so that you can very easily adapt to the situation. Then, when a pandemic like COVID-19 arises, you can quickly adjust. Technology is no longer an impediment for us. We focus on the people.”  

With the right insights, businesses can achieve flexibility by quickly adjusting marketing campaigns. A customer data platform (CDP) links different sources of customer data and allows you to have a bird' eye view of customer behaviour and preferences. You can change your marketing strategies based on emerging trends or current events that relate to specific customer profiles. 

With POPIA, businesses need to ensure that their marketing strategies remain compliant and only communicate with users who have opted into certain types of communication. Tools like Mobile Marketing Cloud enable this, with the ability to gather opt-ins from customers with time stamps attached – a requirement of POPIA.

Because the performance results of every campaign are transferred to the CDP, businesses can immediately see which campaigns are successful and use those insights to adjust marketing efforts. If businesses can’t do this, they’ll be missing out on marketing and optimising opportunities. 

Automated agility

It might seem like automation and flexibility are at odds with one another, but the right marketing automation software should be able to give you the best of both. Companies can convert data into action and create hyper-personalised, automated campaigns at every stage of a customer’s journey. From welcome programs to lead generation campaigns, marketing automation gives businesses the flexibility to adjust to changes and the ability to respond at scale.

With branching workflows, marketers can create different paths for customers based on unique filters or interactions, such as people who haven’t opened a mail for a certain period, are interested in a certain topic, or have an upcoming birthday. Marketing teams can also boost customer retention with re-engagement workflows, improving conversion rates by making sure no customer is left behind. 

Adaptable customer support

Reaching modern customers requires marketing with flexibility, but businesses also need to be able to retain those customers with flexible support services. Most customers today expect excellent support service. A 2020 survey showed that 96% of people will consider switching to a competitor after receiving poor customer service. 

Chatbots give businesses the flexibility to serve any number of prospects and customers at any time and on any channel while keeping costs low. When multiple customers encounter the same issue, support teams can quickly become overwhelmed by the sudden and unpredictable influx of support calls. Chatbots take the pressure off support agents by being able to handle millions of conversations at once, providing immediate answers to common questions. But they also enable flexibility and a seamless handover to a human agent when things get complicated.

Long-term goals, short-term wins

Long-term marketing goals should focus on the bigger picture, but it’s important to remember that these goals are also accomplished through every short-term win. With all the innovative marketing tools out there, businesses no longer have to make lagging marketing decisions or carve their campaigns in stone. Modern communication platforms allow us to change and optimise our marketing efforts in real-time, providing opportunities for improvement every step of the way. With that kind of flexibility, success is only a matter of identifying opportunities and making a few smart changes.

Interested in automating your marketing campaigns? Read our blog for reasons why you should automate your mobile marketing

Was this article interesting?
Share it!
Brechtje van Houtum
Brechtje van Houtum,
Content Marketer
logo linkedin icon

As a content marketer, Brechtje is responsible for all content about our SaaS products. Loves to be up-to-date about new technologies and believes in 'customer first'.

Latest articles

engage-platform-effect-customer-service
May 10, 2024 • CM.com

Happy clients, happy agents: The "platform effect" in customer service

As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalised service - long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organisation and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your product. Your efforts can significantly enhance the customer experience, but you need the right tools to truly excel. Integrating these tools into a platform amplifies your capabilities and lets you experience the power of the platform effect.

Aplicación de WhatsApp Business Platform para eCommerce
May 08, 2024 • WhatsApp

Quality customer engagement with the WhatsApp Business Platform

We all want to get our messages out there. We want to engage with our customers, raise brand awareness, and connect with our target audience. WhatsApp Business Platform helps you safeguard the way you communicate with existing and potential customers, making sure that you provide them with a meaningful and relevant customer experience to help grow your business.

blog-email-open-rates
Mar 27, 2024 • Conversational AI

Navigating AI Adoption in South Africa

In this ever evolving landscape, businesses that proactively invest in AI capabilities stand to gain a significant competitive edge in the years to come. By embracing AI as a strategic imperative and overcoming the hurdles to adoption, South African businesses can unlock new opportunities, drive innovation, and position themselves for success in the digital era.

Conversational AI Cloud web conversations blog woman chatting chatbot
Mar 11, 2024 • Chatbots

6 steps to MSP profitability with AI Chatbots

As the Managed Service Provider (MSP) landscape continues to evolve, staying ahead means embracing innovative solutions that not only enhance efficiency but also elevate customer service to new heights. Enter AI Chatbots from CM.com – a game-changing tool that can revolutionise how MSPs interact with clients. In this blog, we’ll provide you with a comprehensive roadmap consisting of six steps to boost profitability using AI Chatbots from CM.com.

WhatsApp Pay
Feb 26, 2024 • WhatsApp

Rich, flexible, and functional interactions with WhatsApp Flows

The WhatsApp Business Platform is adding another new and exciting feature to its repertoire: WhatsApp Flows. What is it and what can your business do with it? Let's take a look!

WhatsApp vs Facebook Messenger
Feb 12, 2024 • Instant Messaging

WhatsApp vs Facebook Messenger: Which messaging channel is best for what?

WhatsApp and Facebook Messenger are both established messaging channels for customer engagement, but what are the differences? Lets look at what the advantages are of each channel and which situations call for which channel. Let's dive in.

drive-engagement-and-convert-your-conversations-with-whatsapp-carousel
Feb 05, 2024 • WhatsApp

Drive engagement and convert your conversations with WhatsApp Carousel

Are you talking to your customers on WhatsApp? You really should! WhatsApp Business Platform, the business communication platform of one of the most popular messaging channels in the world today, has a wide selection of powerful engagement tools to enhance customer communication and boost sales. And they've added another innovative feature under their belt: WhatsApp Carousel.

Ads That Click to WhatsApp
Feb 05, 2024 • Marketing

Ads that click to WhatsApp: What are they and what are the benefits?

Successful marketing means creating personal and conversational experiences for your customers. And what better place to meaningfully connect to your customers than on their favourite social media channels such as Facebook, Instagram and WhatsApp? With ads that click to WhatsApp, aka click-to-chat WhatsApp ads, you can offer your customers the direct and personal engagement that they crave.

WhatsApp vs SMS: A Comparison For Businesses
Jan 19, 2024 • SMS

WhatsApp vs SMS: A comparison for businesses

WhatsApp and SMS are both immensely popular messaging channels. Both have their own unique traits, use cases, and added business value. We can all acknowledge this, but what exactly are the differences between them? What are the similarities? And more importantly, which one will add the most value to your business? In this blog we'll dive into the world of WhatsApp vs SMS and the benefits of both.

Is this region a better fit for you?
Go
close icon