Even while you celebrate all your 2018 wins, you have to keep your 2019 goals in mind. Now is the time to start planning what you want to achieve and how you’ll do it. And improving your business texting practices should be on your mind.
For those who want to increase their engagement with customers and encourage more responses to texts, we’ve got you covered.
Personalize the content
You definitely want to use someone’s first name when texting them. But that’s the bare minimum for personalization.
To further personalize your messages, keep track of your interactions.
Someone who runs a gym can make notes about members’ progress and struggles and then send texts that reference recent workouts or offer encouragement after a hard session. For those who sell supplements, track what people buy and send them texts when it’s time to reorder.
A retailer can examine customers’ purchase history and group people by the types of products they buy. They can then send customers sale information based on their purchases and follow up to see how they’re liking a recent purchase.
Schedule those kinds of messages on a regular basis to get in the habit of following up.
Additionally, send texts expressing your gratitude to your customers for their loyalty. Include specifics about their relationship with your business, such as thanking them for being a member at your gym for a certain amount of time. Similarly, don’t forget to sometimes include customer appreciation promotions and deals.
Ask specific questions
Give people opportunities to engage by posing open-ended questions. Texting allows you to keep a pulse on how your customers are feeling and what they’re interested in as well as solicit quick feedback.
Use and adapt these types of questions to start conversations:
- How was your recent experience?
- What would you like us to offer in the future?
- Are you happy with your recent purchase?
- When will we see you next?
- Do you need to reorder any products?
Tailor these questions to your business for the best results. It makes sense that a trainer would regularly text people asking about the next time they’ll be in the gym. But a customer might feel overwhelmed if after every visit to a store they receive a similar text.
Remember that customers shouldn’t only hear from you when you want them to spend money – that’s a pretty one-sided relationship.
Make it worth their while to respond
If you start a conversation, get a response, but then never follow up, was it really worth it to send a message in the first place?
When customers know they can count on you for a response, they’ll be more likely to respond when you initiate contact and start conversations of their own.
Sure, not every text you receive requires a reply on your end. But plenty of them do. A thoughtful response of any kind shows you’re interested in what they have to say – and a quick response is even better.
However, don’t feel guilty about establishing clear expectations for availability. Just like your customers don’t want to receive messages from you late at night, carefully consider your business texting hours.
But once you do make it known that you’ll be sending and responding to messages during certain hours, stick to them.
When you prioritize intentional and thoughtful communication with your customers, you build a foundation for business loyalty. Proper follow-up shows them you’re interested in what they have to say and improving your business to better serve their needs.