You should never underestimate the power of the humble text message for reaching your customers. It is an incredibly powerful channel: it’s ubiquitous, familiar, instant, personal and unobtrusive all at the same time.
SMS marketing is hugely effective. Studies show that over half of consumers have opted in for one or more SMS campaigns from a company. About 98% of all text messages are read: far higher than email marketing open rates that languish around 25%.
Despite our familiarity with mass messaging, many businesses still get it wrong. And now that customers have the power to block messages, even the slightest mistake can be costly. So given that someone has entrusted you with their mobile number, how can you send and receive text messages effectively and respectfully?
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Here are eight golden rules to help you create a winning text message time and time again.
1. Clarify the target
Text message marketing is a great way to establish a very personal level of communication with a customer, so you must be clear about exactly who you want to contact, and that what you are promoting is of interest to them. A mobile message is considered more intimate and urgent than an email, and people will thus be more angered by anything they perceive as spam.
2. Consider the timing
Most people have their phones with them all the time, so timing is important to consider. When sending your SMS marketing campaign, make sure not to send your message at inconvenient times such as 2:00 AM! Research shows the optimal time to send business messages to your target audience is mid to late afternoon on weekdays.
3. Don’t use txt speak
When sending from a text message service such as MessageMedia, always use real words and proper grammar. Don’t ever use text speak to be “funny” or save space. You will never offend anyone writing “your” rather than “ur” or “to” rather than “2”, but you will definitely alienate a proportion of customers with abbreviations.
4. Keep it simple
This applies to all marketing messages, but especially SMS marketing. You only have 160 characters to get the message across so keep it clean and simple, with a clear call to action! Not everyone can access URLs directly from a message, so make them easy to remember and retype rather than nonsensical strings such as https://tinyurl.com/ndqt2to. If that means setting up a new domain for your campaign, so be it.
5. Provide important details
Give complete and clear instructions as to what your recipient needs to do with the SMS messages. If they need to keep it, tell them! But ensure that if a customer does delete a special code and calls you in distress, you can easily retrieve it for them.
6. Be familiar and personal
Use a senders name your customers will recognize, so they don’t confuse the message with spam on their mobile phone. And considering they probably don’t have your number stored, you should start your message with your company name.
7. Use attention-grabbing language
Use language that reads like a headline of an advertisement. You want your customer to open and read your message as soon as they receive it and then act on it. Use clear, eye-catching terms such as OFFER or DISCOUNT.
8. Check, test, modify, repeat
Check, check and check again! The last thing you want is an embarrassing typo or misguided autocorrect. Be sure to seek other team members’ opinions as well. Once you start sending a message out, be sure to track response rates and if it’s low or slow, rework it.
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For many small businesses, SMS has become a key communications channel: whether it be for appointment reminders, payment reminders or special offers. Make sure you get your messaging right for the best possible return – and the minimal number of unsubscribes.
For more on how to improve your SMS marketing, check out: