Anticipate customers’ needs one text at a time

Cultivate your relationship with customers by showing them that you understand their goals and challenges. Too often, sellers push the products they want to sell rather than those their customers need. In these uncertain pandemic times, it’s more important than ever for sellers to focus their marketing efforts on their customers and what matters to them.

How do your products meet your customers’ current needs? What pressing issues can they help solve?

This approach, called relationship marketing, focuses on creating long-term relationships between the brand and its customers. It also highlights how important it is to have impeccable customer service. In fact, 65% of consumers say that a positive experience with a brand is more likely to influence them than great advertising.

That’s where text messaging comes into play. With this fast and effective communication channel, businesses have greater agility in connecting with consumers. It only takes a few minutes for sellers to create a text messaging campaign, test it, and then send it to all or part of their customer base. Whether you’re launching a promotion related to a current event, reacting to a new government health measure, or unveiling a new collection, business text messaging provides flexibility and instantaneous reach.

Read more for text messaging campaign ideas that can help you cultivate long-term relationships with your customers.

Anticipate your customers’ in-store visits

Sellers can use text messages to send automatic reminders to the customers in their database before the onslaught of peak business periods. For example, bike shops can send yearly spring cleaning and tune-up reminders to their customers. Clothing boutiques can send a campaign to their customers in August to encourage them to buy back-to-school clothes. And dealerships can contact their customers to book appointments to change their tires before the start of winter.

During peak periods, spread out the traffic by anticipating your customers’ needs. Sellers can stay one step ahead of the competition by reminding their customers about the goods and services they’ll soon be needing.

Any offers that take place between seasons must be relevant and communicated in a way that encourages quick decision-making. Inject a sense of urgency or scarcity to encourage hesitant customers to make a purchase. Give your busy customers an explicit window of opportunity to get them to come as soon as possible.

According to a study published in the Journal of Promotion Management, the key factors for consumer acceptance of SMS advertising are utility and context. To be useful, messages must be entertaining or informative, relevant, and provide added value. However, they must also be sent at the right time for customers to be receptive to them. For example, for most industries, a text messaging campaign will be better received on a Monday morning than on a Friday afternoon. Factoring utility and context into a promotional text messaging campaign will help enhance brand acceptance and its relevance.

Avoid no-shows with automated appointment reminders

Appointment reminders are a great routine task to automate. With business text messaging, it only takes a few minutes for sellers to ask customers to confirm their appointments and avoid no-shows. If they cancel their appointment, they are given the option to reschedule or contact the business directly.

With an automated campaign, you’ll limit revenue losses incurred by no-shows and be more flexible for last-minute appointments. It is also one less monotonous task for your employees to do, leaving them free to spend their time in a more worthwhile manner.

Predict your customers’ next purchase by giving them the opportunity to pre-order a product

Sellers can create hype for a new product by allowing customers to pre-order online. This strategy helps businesses estimate how much stock they need, and how much to set aside for their enthusiastic customers.

With text messaging campaigns, customers can pre-order a product with a simple keyword. Sellers can send a text messaging campaign announcing a pre-order sale or new arrivals to customers most likely to be interested in those products.

Be proactive in preventing lineups

Mobile payment is an excellent way to streamline the purchase process. Sellers can text an electronic invoice to customers, which can be paid directly from a smartphone. Once an order has shipped, make your customers’ day by sending them a text to let them know it’s on its way. If customers prefer to pick up their order at the store, paying in advance allows them to bypass lineups.

Give customers peace of mind with your after-sales service

The customer experience doesn’t end at the cash register. Outperform your competition by providing top-notch after-sales service. Give your customers peace of mind by letting them know they can text your business at any time if they have any questions or concerns.

Help your customers use and maintain their new product by sending a text message with relevant information. For example, a pet shop owner could send a video on how to set up a new aquarium.This strategy helps increase the brand’s credibility and position it as a leader in its field. It also help the brand gain favourable public opinion1.

In addition, you’ll reduce time-consuming exchanges about frequently asked questions, returns and even refund requests related to the inappropriate use or maintenance of a product. You’ll also strengthen your customers’ loyalty by inspiring them and showing them your commitment to their long-term satisfaction.

Encourage your customers to visit your website or social media pages so that they can learn more about your products and discover new ones. For more lengthy communications, sellers can send text messages containing a hyperlink to more detailed content, a PDF or a video. They can also invite customers to contact an employee directly or schedule a meeting.

Over time, your customers may need accessories or similar products. Almost 50% of customers, and 63% of millennials are more likely to impulse buy a product after seeing a personalized recommendation2. Take advantage of this opportunity to upsell.

Get back in touch with customers

Automated campaigns can also target customers who have been inactive for a certain amount of time. Get their attention by offering them a great deal.

Does your business have a communication strategy yet? Kimoby’s team of experts can help you create and launch impactful campaigns at the touch of a button. Talk to a member of our team to learn how business text messaging can help you cultivate long-term relationships with your customers!

  1. Marketing relationnel: quelle en est la définition?
  2. Segment Survey Finds Consumers Will Spend More When Their Shopping Experience is Personalized, but Most Retailers are Missing the Mark

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