When your customers feel appreciated, your company reaps real, measurable growth. Growth like a boost to revenue for one. The payoffs for valued, great experiences are tangible. In fact, when you provide stellar CX, customers are willing to pay 16% more on your products and services. And they will be more loyal to you.
What can customer loyalty really do for you?
Retain customers. Repeat customers typically spend more than new customers. They already trust your business and its products or services.
Boost revenue. Just a 5% increase of customer retention could increase business profits by 25% to 95%.
The strategy is simple. To retain customers, spark a relationship. And do that by building experiences that create an emotional connection with your customers. But where do you start? Create a strategy for texting online. As many as 89% of consumers say they prefer texting with businesses over any other mode of communication. So it’s time to build out a strategy to drive your customer loyalty. And make some cash along the way.
Your Step-by-Step Guide to Building Out a Strategy for Texting Online to Drive Customer Loyalty (and Revenue)
Step 1: Build Your Opt-in List
To build a relationship with your customers, you have to know who your customers are. Before you can text your customers, get permission to contact them and build an opt-in list. Opt-in lists establish a list of customers who have agreed to receive communications from you. They’ve already signaled that they want to be loyal to your brand. They make it easier for you to know your audience and target personalized content to fit their tastes.
To create your opt-in list, promote opportunities to sign up for texts in their order detail email or during the checkout process. Provide an online form for customers to sign up for emails and texts from your brand. And consider incentivizing customers to sign up with a coupon or exclusive deal. Make your texting opt-in like joining a loyalty club to engage with and create a stronger bond with your customers.
Step 2: Keep your Audience Engaged with Texting Online
After you have your opt-in list, you have to keep that audience engaged in order to retain them. Texting online gives your business a perfect channel to not only acquire customers but to retain them. Harvard Business Review knows that it is anywhere from 5 to 25 times more expensive to get a new customer than to keep a current customer. So, what touchpoints are you using to keep your customers close?
Here are some ideas that not only engage your customers, but also increase profit:
Gift your customers right off the bat. Welcome new subscribers with a discount coupon to use in their first 30 days.
Send customers in your opt-in list triggered messages about product updates, exclusive offers, or upcoming deals. Be cautious, though, about not sending these so frequently that they get annoying.
Give customers reasons to make repeat purchases by creating a point system and rewards. Just like with a credit card program, reward the more loyal customers with a discount after reaching a set point number or give them free shipping after spending a certain amount of money.
Send relevant content that interests your customers. Use MMS messaging to send interesting videos or create a newsletter with helpful product info.
Reportedly, customers like to be part of online texting loyalty programs. As much as 90% of participants in an SMS loyalty program have gained value from being a member. With special loyalty rewards and perks for signing up for SMS, your brand can give members the VIP treatment they expect.
Step 3: Customize and Personalize your Content
Personalization increases customer engagement and revenue. According to CMSWire, Amazon gets 30% of its revenue just from personalized recommendations. Today, personalized recommendations are almost as expected from brands as toilet paper is to bathrooms.
Considering that SMS has a 98% open rate compared to email marketing, texting online gives you a direct way to deliver a personalized experience with the guarantee that your customers will see your messaging.
Send texts that are personalized and ultra-relevant to your customers. Include their name in texts to make them feel known. Keep track of important dates — like their birthday or anniversaries — to send them exclusive offers on those days. Use feedback surveys and track customer purchases to make purchase recommendations or notify customers of specific sales that would pique their interest.
When you give customers a personalized experience, you’re more likely to keep them around and continue increasing revenue.
Step 4: Close Sales and Support Customers With Two-Way Texting
To maintain a relationship with your customers, you have to talk with them. Two-way texting online gives your sales and your customer service team a way to communicate directly with customers in a channel that’s more convenient and flexible than others.
Customer service agents and salespeople spend a lot of time on the phone. Texting online gives your teams a flexible and convenient way to cut back on wasted time (without leaving their CCaaS platform). To help your sales team qualify sales, send a text to the potential customer first. Include information that will help them decide if they are a good candidate for your services or not. If you use two-way business texting online, you can let your customers make certain selections to get more information.
Provide proactive customer service by sending messages to teach customers how to use the product well. Give customers an easier way to reach you through two-way texting. This way, they can ask a simple question or request information without increasing your call volume. And they won’t spend unnecessary time on hold.
And if that isn’t enough, here’s an added bonus. McKinsey found that companies that elevate their customer service see employee engagement rocket up the charts by 20% on average. Now, literally, everyone is happy. With these added strategies, you’re building a team of engaged employees and customers, while driving revenue along the way.
This post was originally published on November 8, 2018 and was updated on June 16, 2022.