Tanja Lipponen Marketing Manager, Quriiri
Successful SMS marketing can help you build deeper relationships with your customers and improve customer satisfaction. If you don't think of SMS marketing this way, you may be looking at the channel too narrowly.
I've found that when I talk about SMS marketing, the term easily leads me to think of pure direct marketing and one-way communication. Perhaps this is because text messages are not always used to their full potential and phones may have become clogged with text messages from companies. However, it is worth thinking more broadly about SMS marketing. As the telephone is the most personal channel, a well-targeted and well-designed message is a highly effective marketing and customer engagement tool with the potential to have a positive impact on turnover and customer retention.
Make a difference to the customer experience
Can you think of a particularly good customer experience? Chances are you felt like more than just a sales customer. Perhaps the customer service agent immediately recognised you or knew your needs before you could say anything? Or maybe you've been noticed in some special way. A good customer experience can be made up of the smallest things, but they can have a big impact.
Providing delightful experiences is key to customer engagement. A positive customer experience leads to referrals and increased turnover. Encounters across all channels influence the customer experience. SMS is the most effective channel in terms of reach - reaching 98% of recipients and up to 90% of messages are read within 3 minutes. No other channel reaches these figures. This is why SMS will continue to be a part of business communication channels in the future.
SMS offers many opportunities to serve customers and improve the customer experience. For example, you can keep customers informed about their orders by sending timely delivery and order confirmations, or remind them of upcoming appointments. You can send welcome messages to new customers or thank loyal customers with promotional codes. SMS also works very well for various feedback and customer satisfaction surveys. You can find more ways and examples in our free guide ”Improve your customer experience with SMS.”
Is it worth sending marketing messages?
Is it worth sending promotional messages and campaigns at all? If you know that customers respond well to discounts and offers, for example, SMS can be a very effective channel for sending marketing messages. If consumers see a discount as an attractive benefit, they will be more likely to click through to purchase directly from the SMS. Here again, it is important to be careful not to send too many messages. Also, remember that you cannot send direct marketing to just anyone. Read more in our article When can you send a text message to a customer?
As with all channels, SMS is a channel where other companies compete for customers' attention. A genuine customer focus in your messages will help you stand out from the crowd. When your main objective is to help and delight your customers, SMS is the most effective channel for customer communication.
So, SMS marketing can be direct marketing, but it is also much more than that. It is a direct channel to customers' phones. At Quriiri, we enable you to connect businesses with customers. I would hope that in the future businesses would also want to create more emotional connections with customers. Would you like to learn more about how SMS could fit into your business? Contact us or kokeile for free!
