The digital age has unlocked incredible possibilities for marketers to connect with their customers. But Peter Parker's uncle was right; with great power comes great responsibility.
Put yourself in your customer's shoes for a moment. Unlike email, SMS is an intimate channel—it’s how we stay in touch with our nearest and dearest. It gives brands a chance to connect with their customers on a deeper, more meaningful level, but it can be a tempting channel to blast customers with spammy messages and discount codes. Brands can do so much more with text than the low-standard SMS marketing has set.
To truly unlock the potential of SMS, you need to approach it with care and empathy. You need to meet your customers where they are, build strong relationships, and create a community they want to belong to. Here are five ways to do it.
Typical SMS personalization relies on segmentation–what they bought last time, their location, and the preferences they gave you at opt-in. There’s only so much you can do there, and until the advancements in AI and machine learning, that was sufficient to check off the personalization box on your checklist. But personalizing campaigns isn’t enough anymore.
71% of consumers expect companies to deliver personalized interactions. And according to Salesforce, 80% of customers now value the experience a company provides as much as its products. Today you have to personalize the conversation. In order to do so well, you first need an SMS platform that allows for two-way conversation. Second, you need a platform that can personalize your brand's responses instantly. With Wizard, humans are always in the loop, but the only way to do it well is with the power of AI.
80% of customers now value the experience a company provides as much as its products.
Text marketing shines in its ability to create personalized interactions. Consider each text message as a direct conversation with your customer. Use their name, remember past purchases, and offer products or services based on their preferences. These small details make your customers feel seen and valued. Plus, personalized messages are more likely to be read and less likely to be perceived as spam.
Building a community takes consistent interaction, but there's a delicate balance to maintain. You want to engage your customers frequently enough to stay at the top of their minds but not so often that you become an annoyance. Remember, quality trumps quantity. Your texts should offer value - be it in the form of information, discounts, promotions, tips, or exclusive access to new products or services. Being considerate of their time and data will make your customers appreciate you more.
People love feeling heard and valued. One way to make your community members feel essential is to regularly solicit their opinions or feedback. Ask them what they think about a new product, how they feel about your services, or what improvements they'd like to see. Not only does this show that you care about their input, but it can also provide valuable insights to improve your business. Encourage participation by organizing text-based polls or contests, creating a two-way interaction that makes your customers feel like they're a part of something bigger.
If you're using text, be prepared to manage responses quickly. Customers will reach out with questions, concerns, and complaints, and how you handle these matters a lot. Wizard gives you the ability to send prompt, respectful, and helpful responses that can turn even a disgruntled customer into a loyal one. Swift, accurate, AI-powered responses sent at the moment of intent can convert customers and increase spend.
Everyone likes to feel appreciated, and your customers are no exception. Show your gratitude for their loyalty with thank you messages, birthday texts, or special discounts. A simple gesture can go a long way in making your customers feel special and reinforcing their emotional connection with your brand.
Building a solid community via SMS is an ongoing process. It requires understanding your customers, communicating effectively, and constantly adapting to their changing needs. When done right, the rewards are tremendous, and Wizard AI is here to help. You'll not only have a strong community supporting your brand, but you'll also enjoy increased customer retention, brand loyalty, and, ultimately, business growth.
Remember, SMS is more than just a communication tool. It's a community-building instrument, a customer service channel, a feedback system, and a loyalty program all rolled into one. By using it strategically, you can forge strong relationships with your customers and build a community that will stand by your brand through thick and thin.