How do you use SMS to increase customer loyalty and retention?

1 Step 1: Get permission

The first and most important step is to get permission from your customers to send them SMS messages. This is not only a legal requirement, but also a way to respect their privacy and preferences. You can ask for permission through various channels, such as your website, email, app, or in-store. Make sure you explain the benefits of opting in, such as exclusive offers, reminders, tips, or updates. You can also use incentives, such as discounts, coupons, or freebies, to encourage sign-ups. However, avoid spamming or misleading your customers, and always give them an easy way to opt out.

2 Step 2: Segment your audience

The next step is to segment your audience based on their characteristics, behaviors, and needs. This will help you tailor your SMS messages to each group and increase their relevance and value. For example, you can segment your audience by demographics, location, purchase history, preferences, loyalty status, or feedback. You can use tools like CRM software, analytics, or surveys to collect and analyze data and create segments. By segmenting your audience, you can send more personalized and targeted messages that resonate with your customers and boost loyalty and retention.

3 Step 3: Craft your message

The third step is to craft your message carefully and creatively. SMS messages have a limited space of 160 characters, so you need to be concise, clear, and catchy. You also need to be respectful, friendly, and professional. Use your brand voice and tone, but avoid jargon, slang, or abbreviations that might confuse or annoy your customers. You can also use emojis, images, or links to add some flair and fun to your message, but make sure they are appropriate and relevant. Finally, always include a clear call to action, such as a link, a code, a reply, or a phone number, that tells your customers what to do next.

5 Step 5: Measure your results

The fifth step is to measure your results and evaluate your performance. You need to track and analyze key metrics, such as open rate, click-through rate, conversion rate, opt-out rate, and feedback, to see how well your SMS messages are achieving your goals and satisfying your customers. You can use tools like SMS platforms, analytics software, or surveys to collect and report data and insights. By measuring your results, you can identify your strengths and weaknesses, and optimize your SMS strategy accordingly.

6 Step 6: Test and improve

The sixth and final step is to test and improve your SMS messages and strategy. You need to experiment with different elements, such as content, format, tone, timing, frequency, and segment, to see what works best for your customers and your business. You can use tools like A/B testing, split testing, or multivariate testing to compare and contrast different versions of your SMS messages and measure their impact. By testing and improving your SMS messages and strategy, you can enhance your customer loyalty and retention and grow your business.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?