How to Use SMS Text Marketing to Boost Customer Loyalty and Retention

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SMS Text Marketing: A Powerful Tool for Boosting Customer Loyalty and Retention

Introduction to SMS Text Marketing

SMS text marketing is a powerful tool that businesses can use to reach out to their customers in an effective way. It involves sending promotional messages, updates or reminders directly to the customer’s mobile device via SMS (Short Message Service) text message. This form of communication has several advantages over other forms of advertising such as email marketing or social media because it reaches the recipient instantly and does not require them to log into any platform.

Benefits of Using SMS Text Marketing for Customer Loyalty and Retention

One of the main benefits of using SMS text messaging for customer loyalty and retention is its high open rate. According to research conducted by Smart Insights, SMS texts have an average open rate of around 98%, which is much higher than emails, which typically have an open rate of less than 20%. Additionally, since SMS messages are delivered straight to the customer’s phone, they are more likely to be read immediately, leading to increased engagement with your brand. Another benefit of SMS text marketing is that it allows you to personalize your communications with each individual customer, making them feel valued and appreciated. By incorporating data about their past purchases or preferences, you can tailor your messages to suit their specific needs and interests.

Best Practices for Effective SMS Text Campaigns

To ensure that your SMS text campaigns are successful, there are some best practices that you should follow. Firstly, make sure that your messages are relevant and valuable to your audience. Focus on providing useful information rather than just pushing products or services. Secondly, keep your messages short and concise – according to studies, texts that are between 1-3 sentences long tend to perform better than longer ones. Thirdly, avoid spamming your customers with too many messages – one or two per month is usually sufficient. Finally, always include a call-to-action at the end of your messages so that your customers know what action you want them to take next.

Case Study: Successful Implementation of SMS Text Marketing

One example of a company that successfully implemented SMS text marketing was Starbucks. In 2016, they launched a rewards program called “My Starbucks Rewards” which allowed members to earn points every time they made a purchase. To promote this program, they used SMS text messaging to send regular updates and offers to their subscribers. For instance, if a member had not visited a store in a while, they might receive a coupon code for a free drink. As a result of these efforts, Starbucks saw a significant increase in customer loyalty and retention rates.


In conclusion, SMS text marketing is a highly effective tool for boosting customer loyalty and retention. By following best practices like personalization, relevance, brevity, and calls-to-action, companies can create compelling campaigns that resonate with their target audience. Whether you run a small boutique or a large multinational corporation, investing in SMS text marketing could prove to be a wise decision for building strong relationships with your customers and driving growth for your business.

Contact eMobileLeads today to get your complimentary SMS Text Marketing campaign report.

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