Getting a customer is invigorating, but the real growth comes from retaining them. Many businesses put a lot of effort into the first purchase and disregard the harder part of getting customers to come back. This is where SMS for retention shines! SMS is compelling because everyone is glued to their phones. Therefore, a simple text message is much more likely to be noticed than an email or ad. Texts are personal, timely & budget-friendly, making them one of the most incredible methods we have to transform one-time buyers into loyal & long-lasting support for your brand.
In this blog, we will detail why SMS message is a great retention tool as well as outline a simple and easy process for using SMS to build loyalty and engage your audiences in the post-purchase customer experience.
Why is SMS for Retention the best solution?
Before discussing the steps, let me explain why SMS is one of the best retention tools:
- High open rate: SMS has an open rate of over 90%. This means your message is nearly guaranteed to be seen.
- Immediate connection: SMS for retention text messages are typically viewed within minutes of sending, for timely engagement.
- Personal feeling: SMS feels more personal than email or advertisements, allowing customers to feel appreciated.
- Simple and clear: SMS delivers the message without distractions.
More than promotions, SMS helps create lasting customer bonds.
Mastering SMS for retention: a step-by-step guide in practice
Get Explicit Consent
Before you send a single text, always verify that customers want to receive SMS. Then you’ll guide them through clear signup processes and understand the value, such as being privy to secret sales or helpful reminders.
Choose the Right Provider
You have to choose a consistent bulk SMS marketing provider that allows for segmentation, automation, and real-time analytics.
Segment and Personalize
All customers are different. You will have to segment your customers into groups based on behaviors, interests, or purchase history, and then personalize for each group. For example:
“Hi Emma, as a new skincare set customer, I think you’d enjoy our new night cream – it’s 20% off this week.”
This example of a loyalty SMS for retention lets customers feel understood, not spammed.
Craft Messages that Provide Value
- Messages should be brief, yet valuable. A great SMS will:
- Get to the point (under 160 characters).
- Offer true value (a tip, gift, or update).
- Add a clear next step like “Shop now,” “Claim your deal,” or “Leave a review.”
Automate Major Flows
Automation is a great way to ensure your engagement is consistent. Some great examples of flows you can automate include, just to name a few:
- A welcome series for new subscribers.
- Abandoned cart reminders.
- Birthday or anniversary gifts.
- Post-purchase engagement with care instructions or customer feedback.
Optimizing Timing and Frequency
Don’t inundate customers with messages. You should aim to text customers 2–4 times per month and consider sending at times they are most likely to engage (like early evening or lunchtime).
Include a Clear Opt-Out Option
Part of respecting your customer’s preferences is respecting their decision to receive future messages. Include an uncomplicated unsubscribe option in every SMS for a compliant and considerate customer experience.
Consistently Track and A/B Test
You want to measure the number of opens, click-throughs, and conversions. You can measure all of these attributes and A/B test timing and offers until you find the sweet spot. This type of measurement will help you build a long-term retention strategy.
Real Examples of Post-Purchase Engagement via SMS
Here are a few ideas for post-purchase engagement:
- “Thanks for your order! Here’s how to get the most out of your product [link].”
- “Your opinion matters. Leave us a quick review and get 10% off your next purchase.”
- “We miss you! Here’s a loyalty reward—$5 off your next order.”
These simple touches keep the conversation alive even after the sale.
Best Practices of SMS for Retention
- Be brief and conversational—similar to a conversation with a friend.
- Personalize when appropriate.
- Always provide value—not offers.
- Keep in mind that SMS for retention and other channels (e.g., email) can be used.
Conclusion
Customer retention isn’t about the volume of messages sent— it’s about useful and consistent communication. Brands can remain connected and engage customers at every brand touch point through SMS for retention. This starts with a welcome text and continues with warm, engaging post-purchase follow-ups. When customers feel valued and supported, they not only will purchase again, but they will also turn into loyal customers!. That is the real power of SMS.
Are you ready to keep your customers engaged? Start building your SMS for retention strategy now!
FAQs
- How effective is SMS for customer retention?
Implementing SMS for retention is quite successful. With exceptionally high open rates and immediate arrival, it can facilitate the conversion of one-time purchasers into repeat purchasers
- What should a customer loyalty SMS contain?
Simplicity: thank the customer, provide something of value – like rewards or list them for early access – and finish with a clear call-to-action.
- How often should I text customers to retain them?
Aim for 2–4 texts per month. Focus on quality—each message should offer an update, tip, or reward.
Things to remember