How to ensure customer loyalty through SMS marketing?
Posted: Tue Dec 24, 2024 5:50 am
Retaining existing customers costs less than acquiring new ones. At a time when customers are increasingly volatile and competition is fierce in all markets, it is essential for companies to implement loyalty actions if they want to sustain their business. Zoom in on SMS marketing, the essential tool for retaining your customers.
What is customer loyalty?
Loyalty is acquired by establishing a relationship of trust, proximity and transparency with your customers. A loyal customer is a customer who is permanently attached to your brand , your values, your products or your services. This attachment can be preferential or exclusive.
It is appropriate to distinguish several types of loyal customers:
The satisfied customer : he is happy with his experience and the quality of your products, which is why he buys and uses them. However, he is not necessarily loyal, because as soon as one of your competitors makes a better offer, he is likely to leave you.
The local customer : they buy your products because your brand is close to their home.
The price-loyal customer : they are attached to your low prices.
The customer who loves gifts : he is loyal because you regularly send him promotional offers.
The truly loyal customer : he loves your brand, your values and your products. buy argentina number database He does not hesitate to talk about it around him, thus transforming himself into a true ambassador of your brand. This loyal customer can also get into the habit of interacting with you via social networks for example. Finally, he is convinced of the quality of your products and shares his experience by writing reviews under the product sheets of your website, on Google or by publishing posts on social networks.
Why choose SMS marketing to build customer loyalty?
Sending loyalty SMS allows companies to:
continue to regularly deliver value to their customers in a simple and rapid manner;
create a regular link with their customers;
communicate in a direct, targeted and instantaneous manner ;
establish a lasting relationship of trust through a non-intrusive communication tool;
generate immediate interest from their customers with a short, to-the-point message.
With an exceptional opening rate of 96%, SMS is the most reliable communication channel . Conversely, the opening rate for emails is only 18.39%. Using SMS to communicate with your customers regularly allows you to set up an effective loyalty program and be sure that your messages will be seen. In addition, SMS is an easy-to-use tool that allows you to communicate en masse and all at a lower cost. Finally, SMS is a flexible communication channel that offers many possibilities: simple SMS, enriched SMS (clickable link that redirects to a dedicated landing page), RCS (integration of images, photos, videos and more...).
Also read: Scheduling SMS sending: what are the advantages for businesses?
What are the different loyalty operations via SMS?
Here are 5 ways to use SMS to build customer loyalty:
Promotional SMS, which consists of relaying promotions, special offers, private sales, discount codes, etc. The objective is to make customers want to buy one of your products again and to generate traffic on your website or in store.
The informative SMS, which allows you to inform your customers about your news, your upcoming events, the launch of a new product, the arrival of the new collection, the return in stock of a product… The objective is to create a regular link and to refine your brand image.
Satisfaction SMS allows you to know your customers' opinions on your product or service offering and on their purchasing experience with your brand. The goal is to show your customers that their satisfaction is at the heart of your priorities. It also allows you to collect valuable information that will help you continuously improve your offer in order to always satisfy your customers and stay one step ahead of your competitors.
The birthday SMS is a good opportunity to thank each customer individually for their loyalty and show them that they matter to you, thanks to a short message containing a discount code or a special advantage.
The alert and reminder SMS is a good way to reactivate an inactive customer who has not made a purchase from you for several months, thanks to an exclusive offer for example.
How to implement a customer loyalty strategy via SMS marketing?
To deploy an effective SMS marketing strategy to retain your customers, you must:
have a regularly updated database of your customers ;
segment your database into different contact lists according to criteria relevant to your business (social, demographic and behavioral criteria, etc.);
target and personalize the sending of your loyalty SMS;
send promotional offers and other preferential benefits;
set up an after-sales service via SMS (order confirmation, alerts, parcel shipping, shipment tracking number, etc.);
send SMS at the right time for your target;
broadcast these SMS sparingly so as not to bore your audience.
What is customer loyalty?
Loyalty is acquired by establishing a relationship of trust, proximity and transparency with your customers. A loyal customer is a customer who is permanently attached to your brand , your values, your products or your services. This attachment can be preferential or exclusive.
It is appropriate to distinguish several types of loyal customers:
The satisfied customer : he is happy with his experience and the quality of your products, which is why he buys and uses them. However, he is not necessarily loyal, because as soon as one of your competitors makes a better offer, he is likely to leave you.
The local customer : they buy your products because your brand is close to their home.
The price-loyal customer : they are attached to your low prices.
The customer who loves gifts : he is loyal because you regularly send him promotional offers.
The truly loyal customer : he loves your brand, your values and your products. buy argentina number database He does not hesitate to talk about it around him, thus transforming himself into a true ambassador of your brand. This loyal customer can also get into the habit of interacting with you via social networks for example. Finally, he is convinced of the quality of your products and shares his experience by writing reviews under the product sheets of your website, on Google or by publishing posts on social networks.
Why choose SMS marketing to build customer loyalty?
Sending loyalty SMS allows companies to:
continue to regularly deliver value to their customers in a simple and rapid manner;
create a regular link with their customers;
communicate in a direct, targeted and instantaneous manner ;
establish a lasting relationship of trust through a non-intrusive communication tool;
generate immediate interest from their customers with a short, to-the-point message.
With an exceptional opening rate of 96%, SMS is the most reliable communication channel . Conversely, the opening rate for emails is only 18.39%. Using SMS to communicate with your customers regularly allows you to set up an effective loyalty program and be sure that your messages will be seen. In addition, SMS is an easy-to-use tool that allows you to communicate en masse and all at a lower cost. Finally, SMS is a flexible communication channel that offers many possibilities: simple SMS, enriched SMS (clickable link that redirects to a dedicated landing page), RCS (integration of images, photos, videos and more...).
Also read: Scheduling SMS sending: what are the advantages for businesses?
What are the different loyalty operations via SMS?
Here are 5 ways to use SMS to build customer loyalty:
Promotional SMS, which consists of relaying promotions, special offers, private sales, discount codes, etc. The objective is to make customers want to buy one of your products again and to generate traffic on your website or in store.
The informative SMS, which allows you to inform your customers about your news, your upcoming events, the launch of a new product, the arrival of the new collection, the return in stock of a product… The objective is to create a regular link and to refine your brand image.
Satisfaction SMS allows you to know your customers' opinions on your product or service offering and on their purchasing experience with your brand. The goal is to show your customers that their satisfaction is at the heart of your priorities. It also allows you to collect valuable information that will help you continuously improve your offer in order to always satisfy your customers and stay one step ahead of your competitors.
The birthday SMS is a good opportunity to thank each customer individually for their loyalty and show them that they matter to you, thanks to a short message containing a discount code or a special advantage.
The alert and reminder SMS is a good way to reactivate an inactive customer who has not made a purchase from you for several months, thanks to an exclusive offer for example.
How to implement a customer loyalty strategy via SMS marketing?
To deploy an effective SMS marketing strategy to retain your customers, you must:
have a regularly updated database of your customers ;
segment your database into different contact lists according to criteria relevant to your business (social, demographic and behavioral criteria, etc.);
target and personalize the sending of your loyalty SMS;
send promotional offers and other preferential benefits;
set up an after-sales service via SMS (order confirmation, alerts, parcel shipping, shipment tracking number, etc.);
send SMS at the right time for your target;
broadcast these SMS sparingly so as not to bore your audience.