How do you use SMS marketing to boost customer loyalty and retention?

SMS marketing is a powerful way to connect with your customers and keep them loyal to your brand. It allows you to send personalized, timely, and relevant messages that can boost engagement, retention, and revenue. But how do you use SMS marketing effectively to achieve these goals? Here are some tips and best practices to help you create a successful SMS marketing strategy.

1 Know your audience

Before you start sending SMS messages, you need to know who your audience is, what they want, and how they prefer to communicate. You can use data from your CRM, website, email, social media, and other channels to segment your customers based on their demographics, behavior, interests, and preferences. This will help you tailor your SMS campaigns to different groups and deliver more value and relevance.

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Mindy Gross

SMS Product Marketing Manager for Age Texting // Cofounder of AGE Media & Promotion, a marketing and publishing company
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You can segment your audience through SMS keywords, webforms, or through interactive video. Keywords: In your opt-in autoresponder, provide message frequency options or topics so your subscriber can text back with the matching keyword to join a specific group. You'll see higher CTR on messaging that subscribers want to receive. Webform: If your SMS service offers a webform, collect basic demographics or custom data to create queries and segmented subscriber lists. Interactive video: Interactive video services like Tolstoy allow your followers to take quizzes or select options to join specific groups.

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2 Set clear objectives

SMS marketing can serve various purposes, such as increasing awareness, driving traffic, generating leads, promoting offers, soliciting feedback, providing support, and more. You need to define what you want to achieve with each SMS campaign and how you will measure its success. You also need to align your SMS objectives with your overall marketing goals and strategy. This will help you create a coherent and consistent message across all channels.

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Mindy Gross

SMS Product Marketing Manager for Age Texting // Cofounder of AGE Media & Promotion, a marketing and publishing company
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Some use case ideas when getting started: -Integrate your texting platform with your POS so you can send brief automated surveys via text. -Offer SMS subscribers exclusive sneak peeks to new products or menu items; outline the benefits of joining your text club. -Personalize your campaigns by using their first name. This is information you should consider collecting when they sign up for your text club.

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3 Craft engaging content

SMS messages are short and concise, so you need to make every word count. You need to craft engaging content that captures your audience's attention, conveys your value proposition, and inspires action. You can use emoticons, abbreviations, and slang to make your SMS messages more conversational and friendly. You can also use personalization, urgency, and exclusivity to make your SMS messages more appealing and persuasive.

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4 Optimize your timing and frequency

SMS marketing is all about timing and frequency. You need to send your SMS messages at the right time and at the right frequency to maximize their impact and avoid annoying your customers. You can use data and analytics to determine the best time and frequency for your SMS campaigns based on your audience's behavior, location, and preferences. You can also test different options and see what works best for your SMS marketing goals.

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5 Comply with the rules and regulations

SMS marketing is subject to various rules and regulations that you need to comply with to avoid legal issues and penalties. You need to obtain your customers' consent before sending them SMS messages and provide them with an easy way to opt out at any time. You also need to respect their privacy and security and avoid sending them spam or unsolicited messages. You can use a reputable SMS marketing platform or service to help you comply with the rules and regulations.

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6 Analyze and improve your results

SMS marketing is not a one-time activity, but a continuous process of learning and improving. You need to analyze and monitor your SMS marketing results and see how they compare to your objectives and expectations. You can use various metrics, such as open rate, click-through rate, conversion rate, unsubscribe rate, and ROI, to measure your SMS marketing performance. You can also use feedback and surveys to get your customers' opinions and suggestions. Based on your analysis and feedback, you can optimize and refine your SMS marketing strategy and tactics.

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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?

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How do you use SMS marketing to boost customer loyalty and retention?

1

2

3

4

5

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1 Know your audience

2 Set clear objectives

3 Craft engaging content

4 Optimize your timing and frequency

5 Comply with the rules and regulations

6 Analyze and improve your results

7 Here’s what else to consider

Digital Marketing

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How do you use SMS marketing to boost customer loyalty and retention?

1

2

3

4

5

6

7

1 Know your audience

2 Set clear objectives

3 Craft engaging content

4 Optimize your timing and frequency

5 Comply with the rules and regulations

6 Analyze and improve your results

7 Here’s what else to consider

Digital Marketing

Rate this article

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