The Modern Customer Journey: 10 Surprising Ways You Can Use Text Messaging

The customer journey is paved with critical touchpoints. From discovery to purchase decision to referral, the opportunities to connect, convert, and create a relationship with your customers are frequent and incredibly important. And customers know it too. More than 50% of consumers believe companies need to fundamentally transform how they engage with customers. Most brands believe the traditional methods of email, phone calls, and in-person visits are sufficient for those critical touchpoints. But today’s modern customer needs and wants more. 90% prefer to interact with a brand via text message. And it’s no surprise. Open rates for text messages are reported at 98%while email still sits at 20%. The reason? We expect text messages to be personal—and personalized communication is what your customers expect from brands today.


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