The average consumer belongs to 13 loyalty programs, but is only active in about 7. SMS messages can help ensure that your loyalty program is one that your customers love, instead of one they sign up for and never return to. Text messaging gives companies the power to increase engagement in loyalty programs.
Loyalty programs are incredibly valuable to businesses:
But a basic rewards programs that lack personalization won’t cut it anymore.
Customers want loyalty programs to make them feel like they are cared for and get personal attention, as well as save them time. And they don’t want to have to spend a lot of effort to get it. Your customers want you to make it easy to engage with loyalty programs—and with your brand.
In fact, 75% of consumers said they’d be likely to increase participation in a loyalty program if they could access it easily from their smartphone. The top answer when asked their preferred method for accessing rewards program information is via a link in a text message. That’s 25% higher than those who said through a mobile app.
Their top two communications preferences for loyalty program information are emails and text messages. Given the poor performance of emails, it’s obviously time to add messaging as a channel to drive participation and engagement for your loyalty programs.
Text messaging is in demand by loyalty program members, but they want personalized messages and programs, not mass messages designed for everyone that meet no one’s specific needs. Follow these steps and you’ll be quickly on your way to better customer engagement.
When your customers sign up for your loyalty program, offer them a selection of channels to choose from.
You can also email them with an offer to opt-in to text message updates for their loyalty rewards information by texting a keyword to your short code. Or post a keyword and short code on your loyalty program page to encourage them to pro-actively opt-in for messaging.
Determine which information should be sent within an SMS message, and when inserting a link to loyalty program information is the better option.
Here are some Ideas for information to include in your SMS messages:
SMS messages with links could include:
One point to note. Visuals attract 6600% more than words, so think about using MMS messages with images and videos to deepen engagement in your loyalty programs.
You can create all these messages in templates, then automate them so they are scheduled, or sent when certain Salesforce statuses change. Additionally, your agent can easily send a 1:1 text confirming any confirmations about rewards.
Since email and text messaging are the two most preferred channels for loyalty program engagement, blending their use can be a boon for participation.
Let’s say you send an email with details of their monthly status in the program. A few days later you see that a percentage of your members haven’t opened the email. Pull a list of those customers and send them a message that suggests they check their email to see their rewards standing.Since SMS messages have a nearly perfect open and read rate, this approach can keep your loyalty program emails from languishing in your customers’ inboxes.
Simple messaging platforms, like Converse, make using SMS messaging for loyalty marketing simple and effective. As interest in messaging continues to grow with consumers, you don’t want to be left behind.
It’s never been easier to use SMS messages to build better relationships and program participation. Reach out if you want to learn how you can increase engagement and learn more about your customers!
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