Most businesses think sending a delivery ETA text is enough to keep customers happy. But it’s not. Sure, customers want to know when their order will arrive. Yet, just sharing that info misses a big chance to build loyalty and boost sales. In fact, 91% of consumers want to get texts from businesses, but they expect more than just a simple update. They want messages that feel personal, timely, and useful.
SMS marketing is more than a notification tool. When done right, it can turn casual buyers into loyal fans. This article explores why delivery ETAs alone fall short and what SMS tactics truly keep customers coming back. Along the way, you’ll see stats and tips that show how to make SMS a powerful part of your customer experience.
Why Delivery ETAs Don’t Cut It Anymore
Sending a delivery ETA is basic. It tells customers when to expect their package. But it doesn’t create a connection or encourage repeat business. Customers today want more than just facts. They want to feel valued and engaged.
Think about it. A delivery ETA is reactive, it only responds to a purchase already made. It doesn’t invite customers to interact or offer extra value. This is a missed chance to build trust and keep your brand top of mind.
Research shows that 58% of marketers see better customer re-engagement after using SMS marketing beyond simple updates. That means adding value in your texts can bring customers back more often. Just sharing a delivery time won’t do that.
To really keep customers loyal, you need to go beyond the ETA. Use SMS to offer rewards, exclusive deals, and personalized messages that make customers feel special. This approach turns a one-time buyer into a repeat customer.
Moreover, consider the emotional aspect of shopping. When customers receive a package, it’s often a moment of joy and anticipation. By enhancing the delivery experience with thoughtful messages, like sharing tips on how to use the product or offering a sneak peek of upcoming items, you can transform that moment into a memorable experience. This not only elevates their satisfaction but also fosters a deeper emotional connection with your brand.
Additionally, leveraging customer feedback through SMS can be a game-changer. After a delivery, reaching out to ask for their thoughts on the product or the delivery process shows that you value their opinion. This two-way communication not only helps you improve your services but also makes customers feel heard and appreciated, further solidifying their loyalty to your brand.
Use SMS to Build Emotional Connections
Customers spend more when they feel emotionally connected to a brand. Over half—56%—say they’re more likely to buy if they feel this bond. SMS is a direct way to build that connection.
Instead of just sending delivery info, send messages that show you care. Thank customers for their purchase. Share tips on how to use the product. Ask for feedback or offer early access to sales. These small touches make customers feel noticed.
Emotional connection also drives loyalty programs. A strong loyalty program can keep 77% of customers sticking with a brand. SMS is a great channel to promote these programs, remind customers about their points, and encourage them to redeem rewards.
For example, 58% of consumers prefer to collect loyalty points through a mobile app. Sending SMS reminders about points or special offers tied to loyalty rewards can nudge customers to engage more deeply. This keeps your brand in their daily routine.
By combining emotional messaging with loyalty perks, SMS becomes more than a delivery update, it becomes a tool for lasting relationships.
Furthermore, personalization plays a crucial role in enhancing these emotional connections. Tailoring messages based on customer preferences or past purchases can significantly increase engagement. For instance, if a customer frequently buys a specific type of product, sending them exclusive offers or updates related to that category can make them feel valued and understood. This level of personalization not only fosters loyalty but also encourages customers to share their positive experiences with others, amplifying your brand’s reach.
Additionally, consider integrating storytelling into your SMS strategy. Sharing customer success stories or testimonials can create a sense of community and belonging among your audience. When customers see how others have benefited from your products or services, it can inspire them to engage more with your brand. This narrative approach not only humanizes your brand but also strengthens the emotional ties, making customers more likely to return and advocate for your brand in their social circles.
Drive Sales with Timely and Relevant SMS Offers
SMS is one of the most effective ways to boost sales quickly. Studies show 72% of people bought something after getting a promotional SMS. That’s a huge impact compared to many other marketing channels.
Timing matters. When customers get a text about a deal or new product right when they’re ready to buy, they’re more likely to act. In fact, 65% of those who purchased through SMS said the item was something they planned to buy soon, but the text pushed them to buy earlier.
Even unplanned purchases happen. About 14% of customers made an unexpected buy after receiving a text message. This shows SMS can spark impulse buys when the message is relevant and well-timed.
To make the most of this, don’t just send generic promotions. Use data to tailor offers based on past purchases or browsing behavior. For example, if a customer just bought running shoes, send a discount on socks or workout gear. This feels personal and useful.
Also, consider sending reminders about abandoned carts or upcoming sales. These simple SMS nudges can bring customers back and increase your revenue.
Moreover, the effectiveness of SMS marketing can be further amplified by incorporating urgency into your messages. Phrases like “limited time offer” or “only a few left in stock” can create a sense of scarcity that encourages customers to act quickly. This psychological trigger can be particularly effective during peak shopping seasons or when launching new products, as it taps into the fear of missing out (FOMO) that many consumers experience.
Another strategy to enhance your SMS campaigns is to leverage customer feedback and engagement. After a purchase, consider sending a follow-up message asking for a review or feedback on the product. Not only does this show that you value their opinion, but it also opens the door for future promotions based on their preferences. Engaging with customers in this way can foster loyalty and make them more likely to respond positively to future offers, creating a cycle of engagement that benefits both the customer and your business.
Keep Customers Engaged with Loyalty Points and Rewards
Loyalty programs are a proven way to keep customers coming back. But customers want easy ways to track and use their points. More than half—58%—prefer collecting loyalty points on a mobile app. SMS can support this by sending updates and reminders that drive app use.
Regular texts about points balance, new ways to earn rewards, or exclusive member-only deals keep customers engaged. This ongoing contact reminds them why they chose your brand and encourages repeat purchases.
Plus, 77% of consumers say loyalty programs make them more likely to stay with brands. SMS helps keep your program top of mind without being annoying. Short, clear messages with a call to action work best.
For example, a simple SMS saying, “You’ve earned 100 points! Redeem now for 10% off your next order,” can motivate a quick purchase. This kind of message feels rewarding and timely.
Furthermore, integrating gamification elements into your loyalty program can significantly enhance customer engagement. By introducing challenges or milestones that customers can achieve to earn extra points, you create a fun and interactive experience. For instance, a customer might earn bonus points for shopping on their birthday or for referring friends to the program. This not only incentivizes purchases but also fosters a sense of community among your customers, as they share their achievements and compete in friendly ways.
Additionally, leveraging data analytics can help tailor your SMS communications to individual customer preferences. By analyzing purchase history and engagement patterns, you can send personalized messages that resonate more deeply with each customer. For example, if a customer frequently buys a particular product, an SMS alerting them to a special promotion on that item can drive immediate action. Personalized experiences make customers feel valued and understood, further solidifying their loyalty to your brand.
How to Get Started with Effective SMS Marketing
Start by asking customers to opt in to receive texts. Since 91% of consumers want to get texts from businesses, many will say yes if you explain the benefits clearly.
Next, segment your audience. Not every message fits all customers. Group them by purchase history, preferences, or engagement level. This lets you send targeted messages that feel relevant.
Keep your texts short and clear. Use friendly language and avoid jargon. Include a clear call to action, whether it’s checking order status, redeeming points, or browsing a sale.
Don’t overdo it. Too many messages can annoy customers and lead to opt-outs. Find a balance that keeps customers informed and engaged without overwhelming them.
Finally, track your results. Use analytics to see which messages get clicks, purchases, or replies. Adjust your strategy based on what works best.
Go Beyond ETAs to Build Loyalty
Delivery ETAs are important, but they’re just the start. SMS marketing offers a chance to build real connections, drive sales, and keep customers loyal. By sending personalized, timely, and valuable messages, businesses can turn simple notifications into powerful tools.
Remember, 58% of marketers see better customer retention with SMS. And customers want more than just delivery updates, they want rewards, emotional connection, and relevant offers. Use SMS to meet those needs and watch your customer loyalty grow.
For more insights on SMS marketing trends, check out the Gitnux Loyalty Industry Statistics Report 2024.
Transform Your Business Communications with IDT Express
Your ETA texts may reassure customers, but real loyalty comes from conversations that feel personal at every stage. With IDT Express Engage, you can build that kind of connection. Segment your audience, add custom tags, and tailor campaigns so your messages land with the right customer at the right time. Use our campaign builder to launch offers, feedback requests, and re-order nudges in just a few clicks, and manage every reply from a single, unified inbox. Engage isn’t just about sending texts, it’s about creating a messaging strategy that keeps customers coming back, long after the delivery is done. Discover IDT Express Engage
