There’s no question that marketing channels like email, SMS and your mobile app are crucial to driving action and engagement with your customers. But what about those moments when they need a more personal touch? Like when they’re struggling to set up your app. Or if they need a little advice about which products or services are best for them. Our latest eBook looks at how Live Chat responds to the need for in-the-moment customer engagement with incredibly relevant live conversation on the right channels when it matters most.

Check out a few highlights below, and download the eBook for…


Mobile-first experiences are the key to loyalty growth. Today’s mobile-centric consumers demand personalized and relevant content from the brands they trust and mobile-first solutions that make it easy to participate and unlock valuable incentives and rewards. To meet that demand, leading brands are shifting from the purely transactional and points-based approaches of the past toward programs that use rich customer insights and data to deliver personalized experiences and benefits to customers.

Let’s take a look at six use cases, including several with our partners at Mixpanel, that show how you can use real-time data, goal-based customer journeys and personalization to…


Customer loyalty is essential to your brand’s success. Great relationships are what keeps customers coming back, referring your products and services to others, and spending more over the long term. But building loyalty and keeping customers active in your loyalty programs are ongoing challenges, regardless of your market or vertical. Plus, the nature of loyalty continues to evolve, particularly in response to the COVID-19 pandemic. Here are 20 loyalty stats that illustrate the state of customer loyalty today, and the trends and opportunities that you need to know about to build stronger and more profitable relationships with your customers.

Loyalty programs are popular, but retention and engagement are key challenges.

These…


How is your app user retention? With the mobile app retention rate at only 15% after the first week, getting new users engaged immediately should be a top priority for all mobile marketers. That is why we’ve made it easier to create, automate and personalize your in-app messages to grab customer attention and guide them deeper into the app.

Here are just a few ways you can use in-app messaging to reach your retention goals!

Welcome & Onboard New App Customers

First impressions matter, especially to your customers when they first download your app. Use that opportunity to welcome them and guide them to the most…


A version of this blog post was originally published in Mobile Marketing Magazine.

Digital channels and automation have transformed how brands engage with customers. But let’s face it, there are times when a one-to-one conversation would make all the difference. Like when a customer is having a tough time checking out. Or when they need a little advice on the freshest jeans to go with that new jacket. The solution: conversational commerce! With truly interactive digital channels like live chat, brands can turn the purchasing journey into a two-way conversation that reduces friction and increases loyalty.

Let’s take a look…


If you’re in North America, you’ve probably flown Alaska Airlines at least once in your life. They’re a giant in the airline industry — but like every other airline when the pandemic hit in early 2020, Alaska had to adapt.

They’ve come out on the other side with a smoother customer experience. At our Elevate 2020 event, we chatted with Dave McCormick, Managing Director of Product and Design, about how Alaska uses data to create a great customer experience. He led with a quote from artist John Maeda:

“Simplicity is about subtracting the obvious and adding the meaningful.”

Let’s take…


Apple introduced a game-changer for marketers with the announcement of Mail Privacy Protection. This new feature prevents data collection from invisible pixels in the Mail app that are most commonly used to track opens. While it won’t be turned on by default, it will be a highlighted setting when users upgrade to the new OS, and it’s safe to expect that a portion of users will turn it on.

When enabled, Apple will download all remote data in the background by default, resulting in inaccurate open metrics for these recipients, and data collected from the IP address, such as location…


When COVID-19 hit, offering digital order-ahead experiences suddenly became a necessity for many brands. Store pickup of online orders grew by triple digitsas consumers embraced the safety and convenience of options like Buy Online, Pickup in Store (BOPIS), also known as Click and Collect. And it seems there’s no going back, with 59% of consumers now saying they’ll continue using BOPIS long-term.

Yet, to implement a successful strategy, brands must revamp elements of operations and customer engagement to deliver a seamless experience that meets high customer expectations. …


March Madness is one of the biggest sporting events in the United States, and Turner Sports manages the app at the center of it all: NCAA March Madness Live (MM Live).

But acquiring, engaging, and retaining users is more difficult than ever. People can watch games on plenty of other platforms and need to feel value for following the Tournament after their team loses.

The team at Turner Sports uses data to create an experience that keeps users coming back for more. Christy Edward, Senior Technical Product Manager, and Caitlin Strober, Product Manager, sat down with us at our recent…


The sports world had a bumpy ride in 2020. As a result, NBC Sports had to dramatically recalculate their strategy. They’ve come out on the other end with an even more refined approach to engaging their customers in their app that better leverages data-and helps keep users coming back.

We sat down with Scott Dargis, NBC Sports’ Manager of Mobile Notifications, at our Elevate event. He revealed how NBC Sports has been able to keep people engaged during a wild year.

Here are three lessons from NBC Sports’ strategy.

Test Your Notifications as Much as Possible

When you send notifications, you want them to feel organic. Importantly…

Airship

Urban Airship is now Airship! Leading brands trust us to help them achieve digital growth. We make mobile moments magic. www.airship.com

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