Imagine a supervisor appreciating their team members in a meeting: “Friends, we really did well in the past quarter. And three of you deserve the promotion for your novel ideas and execution. Can you please come ahead?” The employees wait for him to call the names. But nothing happens. This might puzzle all the coworkers who the boss is talking about. And all of them start feeling uncomfortable and perplexed.
This is how your users also feel after receiving a message that starts with “Dear User”. Customers like to be treated with a little sensitivity. They prefer to be addressed with their first names or surnames to feel pampered, honored, and appreciated.
This is the power of personalization in marketing. Let’s help you raise your user satisfaction chart today with personalization in SMS marketing.
How Personalized Messaging Improves Customer Satisfaction
Personalized messages address users directly. With the help of an SMS and MMS marketing and communication software and your user database, you mention their names, which gets their fragile attention. And the result? Immediate read. Maybe an action, too!
Whether you poke them with an abandoned cart reminder or promote an event, the turnout is far better than any other marketing channel.
Also, personalization with SMS helps you send them offers they’ve been waiting for. For instance, they browsed through your restaurant’s website to learn about your latest menu and offers for the Christman holidays. Your website or app will track this data. And now you can send them good offers based on their browsing history.
When you know the location and time zone, you can send users the texts during the most feasible time for catching up with their shopping lists. All these promotional messages about what they crave and information updates right when they need help improve your customer satisfaction scores.
Here’s a list of ways to promote your business and communicate with users using personalization to improve user experience.
Ways to Personalize Your Text Marketing and Communication
- Segmentation for All Users (and Ex-Users)
The best thing you can do to your user database is segmentation. Bifurcate your audience based on location, age, gender, education, preferences, etc. This helps zero in on a particular group of users, say, males living in the north of the state, working full-time, and looking to buy a festive furnishing deal for an apartment.
The golden rule is to address them with their names and not “hi there” or “dear user/subscriber/buyer”. No one likes to be a part of the noise. People want to stand out from the crowd and receive attention.
- Targeted Campaigns for Existing Users
Using the buying and browsing history of your new, old, loyal, or frequent users, you can send them the latest products and special deals. Based on their last few purchases, you can recommend them complimenting accessories. For instance, after buying a smartphone, users seem to buy a phone cover or protective glass shield.
Even better if you provide them a clubbed deal. For instance, offer a matching belt and a wallet if someone buys a business suit.
Let your users know you’re thinking about them on special days. Send them a gift voucher on their birthdays and anniversaries. Remind them how grateful you are for the alliance on their subscription anniversaries.
- Personalized Opt-In and Opt-Out Messaging
Opting in is a big decision for your users. Don’t make your messaging clumsy, desperate, or tome-like. Offer them a simple option on what all they can opt in for with your business—only transactional messages or promotions too; occasional advice on products and market news; company’s achievements and industry awards.
- Rewarding System for Loyal and Premium Users
Your most active and loyal users would love to receive rewards for their invested time and money. Create a roadmap of milestones or a point system. Let them achieve points or badges with every purchase or milestone. Offer them something creative to utilize these badges and points.
- Mobilization of Inactive Audience
With time, several users might turn dormant. So, nudge them about what’s new with your brand.
Send them an SMS based on their buying history. Share your laurels if they’d opted for the company’s newsletter earlier but unsubscribed later. Don’t overdo it, however, to avoid miffing them. Send them a profile revision link so that you can keep a tab on their profile data change.
- Tailored Surveys for New and Existing Users
Send users a survey seeking inputs on their recently bought products. Surveys can be designed for both first-time buyers and seasoned users.
You can go a level up and ask your helpdesk to reach out to users who rated the purchase negatively in these surveys.
- Drawing the Exited Users
A lot of users leave your business every month. But that shouldn’t deter you from reaching out to them and learning what went wrong.
Using the survey option, seek what they wanted you to improve and take action as soon as possible. Send them offers that match their recent orders to draw them back to your business. Also, share the latest updates with your brand to keep them curious.
Ready to Enhance Customer Satisfaction?
Textmunication has been working in the field of text marketing for 14 years now. When you partner with us, you get an SMS marketing tool that offers 25+ features. And you can even customize the program according to your business needs. Contact us here for a quick discussion.