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Retention Marketing with WhatsApp

author Royal Tomar

Royal Tomar

Last Updated: 21 May 2024

Retention marketing is a strategy focused on keeping existing customers engaged and encouraging them to make repeat purchases. In the digital age, where customer acquisition costs are high, retention marketing is crucial for maintaining a sustainable business model.

One of the most effective tools for retention marketing today is WhatsApp. With over 2 billion users worldwide and a remarkable open rate of 98%​, WhatsApp offers a unique opportunity for businesses to connect with their customers on a personal level. This direct and interactive communication channel can significantly enhance customer loyalty and lifetime value (LTV).

Using a comprehensive platform like Spur, businesses can effectively implement various WhatsApp marketing strategies to boost customer retention. Spur's capabilities in automating and personalizing customer interactions make it an invaluable tool for retention marketing.

  • Implementing drip marketing campaigns involves sending a series of scheduled messages to customers over time.
  • Use WhatsApp broadcasts with Quick Reply buttons to engage customers. When recipients click a button, it triggers a personalized flow and continues sending messages until they respond or click another button.
  • This approach keeps customers engaged and allows businesses to nurture relationships gradually.

Example: Create a WhatsApp drip marketing campaign with Spur by setting up automated messages that guide customers through different stages of engagement, from initial contact to conversion.

Bonus Content Watch this video to learn how to create a drip marketing campaign with Spur: YouTube Link

  • Encourage customers to consider upgrading their purchase by highlighting the benefits and additional features of higher-end products.
  • Use personalized messages to make the upsell offers more appealing and relevant to each customer.

Example: An electronics store could send a message to a customer who bought a basic laptop, suggesting a more advanced model with better specifications, personalized with the customer's previous purchase history. Spur facilitates these personalized interactions, making upselling more effective.

  • Suggest related products that customers might also like or offer bundled deals to increase the average order value.
  • Personalized recommendations can enhance the shopping experience and boost sales by offering items that complement what the customer has already purchased.

Example: A clothing retailer might recommend accessories or matching items when a customer buys a dress, using WhatsApp to send tailored suggestions. With Spur, businesses can automate these cross-selling efforts seamlessly.

  • For products that require repeated usage to achieve results, prompt customers to reorder before they run out.
  • This strategy is excellent for increasing the Lifetime Value (LTV) of customers by ensuring they consistently use and purchase the product.

Example: A skincare brand can remind customers to reorder their favorite products just before they are likely to run out, ensuring continuous use and satisfaction. Spur helps automate these reminders, enhancing customer retention.

  • Send automated messages to collect feedback from customers when their order is delivered.
  • If they provide positive feedback, instantly recommend a new product for them to buy. This not only gathers valuable insights but also drives additional sales.

Example: After a customer receives their order, a follow-up message asks for a quick review. If the feedback is positive, a recommendation for a complementary product is sent immediately. Using Spur, businesses can efficiently gather and act on customer feedback.

  • Encourage customers to use the products they purchased by sending follow-up messages with tips and usage instructions.
  • Utilize WhatsApp's multimedia capabilities to include videos, images, and audio for a more engaging experience. This approach enhances the post-purchase experience and promotes product satisfaction.

Example: A fitness equipment company might send instructional videos and workout tips to customers who have recently purchased a new piece of equipment. Spur enables the creation of these engaging, multimedia-rich messages.

Nector Integration - Loyalty & Referrals

Spur has an integration with Nector which is a Shopify app to easily create loyalty, referral and reviews program to make your customer feel appreciated.

  • Integrate loyalty programs with WhatsApp to keep customers informed about their points and available rewards.
  • Regular updates can motivate customers to continue shopping to earn more points.

Example: An online clothing store can send regular updates on loyalty points, reminding customers how close they are to earning a reward. Spur makes these updates seamless and engaging.

  • Encourage referrals by offering incentives and making the referral process simple through WhatsApp.
  • Customers can refer friends and family by clicking a referral link, earning rewards for both parties.

Example: An online bookstore can send messages to existing customers with a referral link that offers both the referrer and the new customer a discount on their next purchase. Spur supports automated referral campaigns to maximize reach and effectiveness.

  • Generate excitement for a new product launch by creating a waitlist campaign.
  • Use WhatsApp to build hype and collect a list of interested customers who want to be the first to get their hands on the new product.

Example: A tech company might use WhatsApp to announce a new gadget and allow customers to join a waitlist for exclusive early access and special launch offers. Spur helps manage these campaigns, ensuring efficient customer engagement.

  • Send automated birthday wishes, anniversary messages (e.g., anniversary of their first purchase), and other personalized greetings.
  • Offer special discounts or gifts as part of these milestone celebrations to show appreciation and strengthen customer loyalty.

Example: An online beauty store could send a birthday message along with a discount code for the customer’s favorite product, making them feel valued and encouraging repeat purchases. Spur ensures these messages are timely and personalized.

  • Design a gamified flow where customers can earn points by completing certain tasks.
  • These points can be redeemed for discounts or other rewards, making the shopping experience more fun and engaging.

Example: An online game store could create a points system where customers earn points for every purchase and can redeem them for discounts on future purchases, encouraging continued engagement and repeat business. Spur tracks customer journeys and helps design effective gamification strategies.

WhatsApp's direct and interactive nature makes it an ideal platform for retention marketing. By implementing strategies such as drip marketing campaigns, upselling, cross-selling, encouraging repeat purchases, enhancing customer experience, integrating loyalty programs, referrals, waitlist campaigns, personalized milestone messages, and gamification, businesses can significantly boost customer loyalty and lifetime value. Leveraging these techniques through Spur can transform customer relationships and drive long-term business growth. Spur provides the tools and automation needed to execute these strategies effectively, making it an indispensable partner in your retention marketing efforts.

Grow your business with WhatsApp

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