Episode 154

154 Kenneth Burke - SMS Symphony: Orchestrating Relationships in a Connected World

Have you ever received a text message from a business and felt a real connection? In this episode of SaaS Fuel podcast, Jeff Mains tracks the phenomenal ascent of text messaging marketing with Kenneth Burke – VP of marketing for Text Request, peering into its humble beginnings and its current status as a multi-industry juggernaut.

Discover how diverse industries are creatively leveraging texting to connect with customers in a way that aligns with modern communication habits, and gain insight into how multi-channel marketing has reshaped the way businesses build relationships and brand loyalty. From the necessity of registering your brand to navigating regulatory changes, we share tips that can skyrocket your message deliverability and engagement.

Tune in to find out how texting has become the silent powerhouse in multi-channel marketing.

Key Takeaways

[00:06:04] - Customer-Centric Culture and Habits

[00:11:46] - Text Messaging as a Business Tool

[00:17:24] - Common Pitfalls in Text Marketing

[00:24:12] - Registration Process for Companies

[00:27:44] - Marketing Trends and Success Factors

[00:37:51] - Common Mistakes in Marketing Strategies

[00:42:16] - Analyzing the Ineffectiveness of Video Ads

[00:47:04] -Analyzing Web Traffic and Buyer Behavior

Tweetable Quotes

“The real reason is because they weren't measuring anything. And you know that which gets measured gets improved, and so if it's not going to get measured, it's not going to get improved.” - 00:19:04 Kenneth Burke

"You know, a lot of times it's just if you are going to call down a list of customers about an update or for an offer, an opportunity, you can replace that with a mass text." - 00:18:15 Kenneth Burke

“Culture flows down from the top model, customer-centric habits and mindsets, if you expect others to follow, you have to do it yourself.” - 00:06:05 Jeff Mains

“I've seen companies, big and small, transform their customer experience by embedding service into their DNA. So how do they do that? At the center is creating a truly customer-centric culture.” - 00:02:10 Jeff Mains

“A crazy piece of it too is at least in my generation, the millennial generation. So many of us leave our phones on silent now, but we're still checking it constantly. We just lit up the home screen to see did we miss anything? Has anything come in?” - 00:15:32 Kenneth Burke

SaaS Leadership Lessons

Cultivate a Customer-Centric Culture: Prioritize customer satisfaction and embed a service-oriented mindset into the company's culture. This can be achieved by hiring individuals who naturally possess customer obsession and empowering employees to solve problems proactively.
Embrace and Adapt to Innovation: Stay abreast of emerging communication channels and technologies, such as text marketing, and be willing to adapt and innovate. It’s important to recognize the power of new tools to connect with customers and drive business growth.
Align Marketing with Business Objectives Marketing efforts should not operate in isolation but must align with broader business goals. Utilize frameworks like OKRs (Objectives and Key Results) to ensure marketing strategies contribute to the company's success.
Empower Employees to Take Action: Trusting employees to make decisions and take action without excessive red tape can lead to increased job satisfaction, customer loyalty, and innovative problem-solving.
Persistence in Strategy: Recognize that not all marketing campaigns will yield immediate results and that it is important to be persistent, measure effectiveness, and adapt strategies based on performance data.

Guest Resources

Kenneth Burke (Linkedin): https://www.linkedin.com/in/kenneth-burke-1641b676/

Text Request (Website): https://www.textrequest.com/

Burke Bits (Website): https://www.burkebits.com/

Resources Mentioned

Text Request (Website): https://www.textrequest.com/

Zappos: https://www.zappos.com/

Ritz-Carlton: https://www.ritzcarlton.com/

Xero: https://www.xero.com/sg/

Episode Sponsor

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