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The Impact of SMS on Customer Loyalty

The Impact of SMS on Customer Loyalty

SMS can have a significant impact on customer loyalty for businesses that use it effectively. SMS allows businesses to communicate directly with their customers in a timely and convenient manner, providing personalised and relevant information.  It is important to invest in tools that enhance customer loyalty to soothe your customer’s journey. References and influences are very attractive to new buyers. Having clients that are ‘raving fans’ can bring more customers to your business. It is therefore important to keep in touch with your clients constantly reminding them of your products.

Here are five ways in which SMS can impact customer loyalty:

  1. Personalisation: SMS allows businesses to personalize their messages to individual customers. By addressing customers by name and tailoring messages to their interests and preferences, businesses can build stronger relationships and increase customer loyalty. Personalised messages have a high open rate and are usually responsive. Always personalise your messages, especially to clients you have served before.
  2. Timely communication: SMS messages are typically read within minutes of being received. SMS is an effective tool for sending time-sensitive information such as order updates, delivery notifications, and appointment reminders. Timely communication can help businesses build trust with their customers and increase loyalty. Some businesses can choose to send messages at a particular time and date every month. Others can choose to send messages whenever they are having a sale, promotion, or event. Any way you choose, make sure you are consistent.
  3. Convenience: SMS is a convenient way for customers to receive information from businesses. Customers can read and respond to SMS messages on their mobile devices, making it easy for them to stay up-to-date with important information. Unlike other tools that would require the internet or other devices, SMSes can reach anyone, anywhere and are convenient to open and read. This is why SMSes have a high open rate.
  4. Two-way communication: SMS allows for two-way communication between businesses and customers. This allows customers to provide feedback, ask questions, and request assistance. This type of interaction can help businesses build stronger relationships with their customers and increase loyalty. It is important to put a call to action in every message you send; like a phone number, email or link to your website. This increases engagement and communication. Clients who have already interacted with your products will find it easy to give feedback or ask questions when reached out.
  5. Loyalty programs: SMS can be used to promote loyalty programs and send exclusive offers to customers. This can encourage customers to make repeat purchases and increase their loyalty to the business. SMSes are a convenient way to keep in touch with loyal customers by telling them whenever there is a promotion or sale. This increases engagement among already existing customers. It also allows prospects at the consideration stage to take advantage of these loyalty programs to become actual customers.

Overall, SMS can positively impact customer loyalty when used effectively. By personalizing messages, providing timely communication, offering convenience, allowing for two-way communication, and promoting loyalty programs, businesses can build stronger relationships with their customers and increase loyalty over time. To begin a customer loyalty program using SMS click here to sign up for EgoSMS.

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