With 98% read rates and 5x the response rates (vs email), SMS serves as an effective customer engagement channel for small and large businesses across different industries. While many businesses use SMS Marketing in one of the customer lifecycle stages (e.g. either to generate leads or to seek feedback), only a few manage to optimize SMS communications throughout the lifecycle.
Today, we’ll be discussing different stages of the customer lifecycle and how you can grow your business by leveraging powerful SMS marketing at each stage.
Acquire new customers
By going beyond 160 characters and conveying more information in a personalized SMS, you’ll achieve significantly better returns on lead generation spends. You can even customize your campaign send times by sending instantly, scheduling for later, or staggering large sends over a time period.
Absolute Barbeque, Eazy Diner, Happily Unmarried, Ruosh, Tailorman, and many other businesses send personalized campaigns and offers. They often provide details about the offer along with a fulfillment path by attaching files and by adding short links in the message.
Engage and interact with customers
Once the customer purchases, you can run 2-way customer interactions via SMS and keep your customers updated with timely reminders/alerts. You can easily:
- Open up a 2-way communication channel – Provide instant, on-demand information to your customers by receiving inbound SMS inquiries and setting up automated SMS responses.
- Boost customer retention and renewals – Send timely service expiry reminders, renewal alerts, regular payment, and service reminders and other notifications directly to your customer’s mobile phones. Automate these alerts and reminders by using SMS marketing campaigns.
- Easily capture data – Accelerate your data collection efforts by sending data collection forms via SMS.
Build loyalty and get referrals
SMS marketing helps you easily capture customer feedback by sending mobile-optimized surveys via SMS. You can also easily design and send loyalty coupons and tickets.
Businesses can simplify their customer referral process – just ask your customers to text in the referral information into your keyword or short/long codes.
Edenred, BookMyShow uses automated SMS to send their loyalty coupons. Customers get coupons based on their eligibility and they then give a missed call to claim it.
ICICI bank gets referrals from their Gold loan customers by asking them to SMS the details of the referral to a 10-digit Long Code. This helps them expand their customer base with minimal effort.