Texting your customers is a good way to cut through advertising noise, overloaded inboxes, and jibber jabber of social media. There’s just so much information! Texting adds a personal touch to your marketing and 97% of smartphone users text regularly. If you asked me, I’d say most of the day.
If you want to message your customers through text, the goal is to have texting from a company feel like a message from a friend. If it’s right for your demographic and on-brand for you to text your customers, it’s worth a try. But like all communication, there are some best practices to consider.
Take a look at 4 best practices for texting your customers
- Let your customers opt-in to receive texts. Just because they sign up on your terms when they create an account or sign up for your mailing list, it doesn’t mean it’s ok to text without permission. While it is legal, people can feel violated, like you’ve stepped into their personal space if they haven’t given you express permission to text them. So get permission.
- Always include an explanation of how to opt out in every text. You don’t want anyone to feel trapped in the messaging. If customers feel trapped, there’s a chance it will negatively impact you in some way.
- If you’re using texts to announce sales or specials, don’t bombard people. They don’t want to hear from you every day — maybe once or twice a week. Tell them when a sale is starting. Remind them when it’s ending. I hate it when I get bombarded. Don’t you?
- Don’t use texting just for sales. Consider adding a customer service element to your messages. If someone made a recent purchase, ask them for feedback. If it’s positive, forward a link to leave a review. If it’s not so good or a negative review, use text messaging to directly solve their problem. That eliminates email chains that can go on for days and unnecessary customer service phone calls. Your goal is to create a personal touch.
I’m Robin Samora with the Fast Marketing Minute. There is so much going on in the world right now. Take time to get to know your customers and reach out. It’s not always about sales. If you need some guidance, email me. I’m at Robin@RobinSamora.com. Talk tomorrow!