3 Brilliant Ways to Retain Customers Using Mobile Marketing

Depending on the source, experts estimate it costs somewhere between 4 and 10 times as much money to acquire a new customer than it costs...

Depending on the source, experts estimate it costs somewhere between 4 and 10 times as much money to acquire a new customer than it costs to simply keep an existing one. The exact figure isn’t nearly as important as what it represents: companies that are pouring resources into customer acquisition are losing ground in more ways than one. So, now that you know you need to focus on customer retention, the question is… how? The answer is mobile marketing.

Establish a Rapport

Loyalty is a powerful thing. Find a way to inspire that kind of unflagging support in your customers and they’re likely to stick around for a long time – and better tolerate any bumps in the road along the way.

●       Give them information. In any relationship, business or otherwise, you have to give stuff to get stuff. One cheap yet effective way to do that is to give information to consumers via a branded blog. Not sure how to set up a blog? Check out this step-by-step guide and then stock your new blog with content that provides value to consumers while subtly highlighting how your company’s services and/or products can help make your customers lives’ easier.

●       Turn to text. Sure, email is still useful for certain applications and you’ll never completely get away from voice calls, but 9 times out of 10 you can accomplish more – and accomplish it faster – using text. Text has an open rate of 98 percent, which means your text messages to consumers are all but guaranteed to get read.

●       Think beyond your brand. People can only care so much about a nameless, faceless company, but identify with a cause and you become part of a community. You can even use automated messaging to support your philanthropic efforts, making it easier than ever to be a good person.

Save Them Money

As mentioned, a great B2C relationship requires that you put effort into building a rapport with your clientele. The best way to do that is by putting yourself in their shoes, and everybody wants to save money. Even well-to-do celebrities gush over the freebie bags at awards shows, and chances are you’re dealing with customers at a slightly lower income bracket than Brad Pitt and Angelina Jolie. So, coupons it is! And not passé clip-and-save coupons, either. Digital coupons are the preferred discount delivery system of the future because they’re easy, you can target them to specific demographics (more on that in a minute), and you can literally put them in the palm of your clients’ hands. They’re remarkably effective, too; about 50 percent of consumers make a purchase as a direct result of an SMS coupon or text-based discount code they received.

Segment Your Audience

Not all customers think, act, or react the same, and pretending otherwise is a monumental mistake. Take the time to create a variety of SMS or email lists according to criteria such as professional industry, income, interests and hobbies, geographic area, past purchases, family makeup (people with kids versus young singles, for example) – anything that can help you send targeted information that’s especially relevant to the recipient is going to paint you in a positive light. No one wants to wade through a dozen emails to find one message they find interesting. Don’t be the person who papers the town in information in hopes of finding the one person who cares.

One of the most important things you can do as a business owner is to figure out how you can make your mobile marketing campaigns work for you. One of the best things you can do with mobile marketing is find a way to retain your customers – keep the people who are already loyal to your brand, and you’re set up for untold levels of success.

What's Next?

How do you ensure that your customer is getting the best mobile experience possible when interacting with your brand? Make sure to share them with us in the comments below. I would love to read them.

Note:This is a guest post

Author Biography

Sophorn Chhay

Sophorn is the marketing guy at  Trumpia, the most complete SMS software with mass text messaging, smart targeting and automation.

Follow Sophorn on Twitter(@Trumpia), LinkedIn, Facebook and Google+

●       Jumpstart your business by grabbing your free copy of his powerful Mobile Marketing Success Kit.

●       Watch Trumpia's 5-Minute Demo on how to execute an effective mobile marketing strategy.

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