{"id":15362,"date":"2023-02-02T15:36:35","date_gmt":"2023-02-02T15:36:35","guid":{"rendered":"https:\/\/www.hustlermarketing.com\/?p=15362"},"modified":"2026-02-03T18:19:02","modified_gmt":"2026-02-03T18:19:02","slug":"customer-retention-how-to-leverage-email-sms-to-lean-into-retention-marketing-and-strengthen-brand-loyalty","status":"publish","type":"post","link":"https:\/\/www.hustlermarketing.com\/blog\/customer-retention-how-to-leverage-email-sms-to-lean-into-retention-marketing-and-strengthen-brand-loyalty\/","title":{"rendered":"Customer Retention: How to Leverage Email and SMS to Lean Into Retention Marketing and Strengthen Brand Loyalty"},"content":{"rendered":"

Running an e-commerce business is like navigating a minefield of challenges – rising customer acquisition costs, social media overload, and ever-increasing supply chain expenses. And let’s not forget the looming threat of inflation and a potential global recession. With this scenario before us, one thing has become more important than ever: customer retention.\u00a0<\/strong> In this article, we will explore how e-commerce businesses can lean into retention marketing channels like email and SMS to boost customer retention, strengthen brand loyalty and thrive in this competitive landscape.\u00a0<\/span><\/p>\n

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Why is it necessary to lean into retention marketing?<\/b><\/h2>\n

On one hand, with skyrocketing media ad costs, increased competition for consumer attention, and new tracking limitations for targeted ads, customer acquisition can feel like an uphill battle.<\/strong> On the other hand, long gone are the days when businesses could rely on social media organic reach to connect with their customers or leads. Right now, branded content reaches a very small percentage of its intended audience thanks to ever-changing social media algorithms.\u00a0<\/span><\/p>\n

But don\u2019t throw in the towel just yet. Retention marketing channels like email and SMS, enable you to have more control over who you reach out to and when.<\/strong> Plus, with the right deliverability strategies, you can almost guarantee that <\/span>88-99% of your email subscribers will receive your messages<\/span><\/a> and <\/span>98% of your SMS contacts will receive your texts.<\/span><\/a> And let’s not forget about the financial benefits – the <\/span>average ROI through email marketing is $36 for every $1<\/span> spent, while SMS marketing can bring in an average of $25 per $1, according to <\/span>SMS Bump<\/span><\/a>.<\/span><\/p>\n

But it’s not just about the numbers – email and SMS are also great for setting up flows\/automations that can bring in recurring revenue and strengthen brand loyalty to increase customer retention.<\/span><\/p>\n

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How to leverage Email and SMS for Customer Retention?<\/b><\/h2>\n

1. Set up the essential automation<\/b><\/h3>\n

Step into the world of effortless marketing with automated flows. These are customized sequences that allow you to engage with your audience at the right time<\/strong> – whether they’re subscribing, browsing, or making a purchase.<\/span><\/p>\n

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Think of email and SMS flows as the ultimate marketing toolkit. You can use them to segment your subscriber list and target your audience more effectively, turning leads into loyal customers and boosting customer retention. Start with a welcome series, tackle abandoned checkouts and carts, and follow up with post-purchase flows. Scale your efforts with replenishment, sunset, and winback flows.\u00a0<\/span><\/p>\n

Check out our article for all the details on <\/span>The WHAT, WHY and WHEN of Email Marketing Flows<\/span><\/a>.\u00a0<\/span><\/p>\n

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2. Create a content strategy for email and SMS campaigns to drive customer retention<\/b><\/h3>\n

While your flows are up and running and generating tons of revenue for your business, leverage email and SMS campaigns to build awareness, keep your audience engaged and push sales.\u00a0<\/span><\/p>\n

A great starting point to develop your content strategy is answering the following questions:<\/span><\/p>\n