How to Create a Unique Customer Journey With Personalized SMS

Every customer takes a different path to your brand. Some come after years on the email list, while others find your site through a Google search and buy right away. 

Regardless of how customers find you, taking a creative approach to making your customer journey unique makes a difference. It’s another way to compete with other brands, show consumers you care, and build long-term trust. 

So what’s the best way to connect with shoppers and demonstrate your investment in their experience? Personalization. And it shouldn’t stop with email. Personalized SMS is another way to help you stand out. 

Here’s how. 

Lean into customer data

Creating a unique customer journey with personalized SMS messages involves careful planning and crafting tailored content. Customer data leads the way. 

With the right data, it’s easier to understand their shopping history, interests, and buying behavior. With that information, creating personalized content that boosts engagement and compels action becomes much more streamlined and efficient — without losing its personal touch.

We call it performative personalization. It’s personalization that goes beyond doing it for the sake of it. Instead, it uses data-driven insights to find the messages most appealing to your customers and drive conversions and revenue. 

Add more touchpoints

Here’s where email and SMS have great synergy for your brand. Rather than relying on one or the other, combine both to meet shoppers where they are and communicate key messages. 

With a Smart Banner™, drive those on your email list to sign up for your SMS list. That gives you an additional touchpoint to start communicating with your shoppers as they go through their buying journey. 

With personalized SMS, it’s easy to add complimentary messages to your email marketing campaigns that keep you in contact with consumers. From the welcome to promotional messages and triggered SMS, you’ve covered them with a multi-channel approach.

Use animations

Animated texts? That’s right. With Zembula, we make it easy to make your messages come to life. Start with name personalization and customized links. But don’t end there. 

Use your messages to highlight the following: 

• Promotional sales
• Loyalty information
• Abandoned cart and browse updates
• Product recommendations and reviews
• Purchase and refill reminders

Each provides valuable information and more opportunities to surprise and delight your customers. Now, you’re making their journey far more unique and personalized than your competitors. 

Another fun way to feature animations? Geolocation. When you have customer location, it opens the door to sending animated texts that take advantage of weather or hyper-location information — you can’t get more personalized than that.

Don’t forget the end of the journey

We all know customer interactions should never end with the purchase. So neither should your text messages. We offer post-purchase personalized messaging to keep your customers engaged for future purchases. 

Use multiple approaches to stay in touch. Start with asking for feedback on how their purchase went. It gives you valuable insights into the customer journey and chances to improve. 

But don’t forget to add a personalized touch too. Send texts highlighting how customers can use the product they bought, assembly instructions, and ways to get the most value from their purchase. These educational messages can go a long way toward building a great rapport with customers and showing them the best experience possible.

Make your customer journey personalized

SMS has almost a 100% read rate, so you don’t want to miss out on this opportunity. We’d love to help you do it. With the Zembula platform, you can add personalized, animated SMS to your existing deployment platform, making building a truly unique customer journey easier than ever. 

If you want to learn more about how we can make the most out of your SMS campaigns, you’ll love our webinar: 5 Ways To Get Started With Personalized, Animated SMS.

In it, you’ll learn how personalized, animated SMS can improve your revenue and ROI. Click here to start watching today.