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Why Contextualized Messages Matter for Customer Loyalty

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Gone are the times the place customers give attention to simply your product or model. As a lot as we’d all like to be on our clients’ minds on a regular basis, they’ve lives of their very own with wants to meet.

As a outcome, advertising is now a matter of reaching somebody in the fitting context. This is named contextual messaging—a set of components and techniques designed to ship individualized advertising at key, related moments, becoming every buyer’s wants.

To get it proper, nevertheless, your advertising crew wants to include what you understand in regards to the buyer—knowledge you’ve collected—and what you understand in regards to the state of affairs on the earth—the information, social feeds, and so on. With these two knowledge units in place, your messaging can attain clients in a method that has a direct impression on their lives. Here are a couple of examples of profitable contextualized messaging to encourage your campaigns.

Contextualized Messaging in Action

To begin, manufacturers ought to determine their personas or segments and the precise data associated to their demographics, ache factors, shopping for objectives, preferences, and objections. With the fitting instruments, this personalised data turns into the cornerstone for understanding the place your viewers stands of their shopping for journey, and how much content material will finest converse to them and when.

Stay Relevant

Demographics assist drive deeper engagement with a selected portion of your viewers, and change into much more efficient when aligned with actual world context. In 2020, McDonald’s, the quick meals chain, served up a special promotion for first responders and health care workers on the entrance strains of the coronavirus pandemic.

As a thanks for their work, frontline workers—who offered their service IDs—had been supplied the chance to take pleasure in a free meal. The promoting for this token of appreciation got here within the type of personalised emails, with a CTA encouraging subscribers—whether or not they’re frontline workers or not—to unfold the phrase of the particular occasion on social media.

McDonalds Contextualized Messaging

McDonald’s despatched this email to frontline staff in the course of the pandemic, understanding that they might respect a free meal after working lengthy hours. Source: ReallyGoodEmails

Recognizing your clients for their efforts in a related method is a surefire solution to earn their loyalty. Here, McDonald’s understood {that a} portion of their viewers—frontline staff— had been within the midst of an exceptionally troublesome time. The firm acknowledged one of the simplest ways they might assist, and empowered their viewers past the supposed demographic to profit from the promotion. When tapping into demographic context, it’s necessary to concurrently keep away from alienating the remainder of your viewers. McDonald’s does effectively to steadiness product providing, demographic knowledge, and contextualization right here.

Use Customer Data

Sometimes, a model’s relevance with customers could be congruent with one other product or model altogether. Here, Sirius XM, the satellite tv for pc radio service, was fast to ship a brand new buyer a welcome email which referenced the latest buy of a brand new car that comes with a three-month trial of their service.
A collection of emails had been despatched selling their cellular app, in addition to an extra promotion providing an prolonged trial at a reduced worth. The function of the welcome message was clear, indicating that they want the brand new consumer to transition into changing into a full-time buyer. But, what actually made the messaging efficient was its timing—coming simply days after the brand new automotive proprietor had time to discover and benefit from the service for themselves.

SiriusXM Car Purchase

Knowing which automobiles their service was packaged with, SiriusXM will get the leap on new clients with this welcome message.

The relevance, timing and call-to-action right here make for a really efficient set of contextualized messages. Sirius does an incredible job of not solely getting their foot within the door, however taking actionable steps in the direction of creating repeat enterprise by serving to the trial consumer get probably the most out of their new service. When reaching out to new clients, it will possibly repay to grasp how they got here to seek out your model or service, and use that to hone in on additional personalization.

Keep Seasonality in Mind

Seasonality is the proper instance of contextualized messaging. In sure contexts, like a summer season month, for instance, that includes a winter jacket in a promotional email wouldn’t make any sense, however that includes a showering swimsuit would.

The attire firm, Iron and Resin, urged gadgets associated to the time of the yr. In, what we will solely assume is a post-holiday email (based mostly on the “Holiday Hangover Sale” possibility within the prime navigation), Iron and Resin centered on promoting their “warmest” jacket. While additionally touting the jacket’s versatility, Iron and Resin selected to characteristic this product as a result of it aligns with the time of the yr. It’s chilly, so why not characteristic a jacket that retains clients heat?

Iron and Resin Contextualized Messaging

Iron and Resin supplies a seasonal contextualized message, providing clients their warmest product within the coldest months. Source: ReallyGoodEmails.

You can layer greater than your outerwear. In truth, you possibly can layer your contextualized messages. By utilizing seasonality and buyer knowledge, you would ship clients an email, throughout winter, with jackets they’ve been searching.Tack on a coupon for 15% off and, with the fitting contextualized messaging, you would have your self a sale! Remember, contextualized messaging is all about being in the fitting place on the proper time.

Help Your Customers

In a unique show of leveraging earlier buy data, 1-800 Contacts, the net contact lens retailer, determines when their clients are on account of refill their prescriptions based mostly on what number of contacts they beforehand bought. For somebody who could or might not be conscious that they should re-up their provide, this email would function a much-needed reminder and, in consequence, encourage buyer motion.

Prescription Renewal

1-800 Contacts notifies a buyer of the upcoming renewal for their prescription with this well timed reminder.

For companies which might be centered on subscription-based fashions, timing turns into particularly related to retention. 1-800 Contacts understands the significance of their product and is aware of when to nudge clients in the direction of a refill once they want it most. Aim to maintain your buyer’s finest pursuits in thoughts and also you’ll win their loyalty alongside the best way.

Be Competitive Through Context

As markets change into extra aggressive, so too should entrepreneurs. In most instances, contextual messaging requires an funding in sturdy knowledge—however the advantages are quite a few. From elevated buyer engagement to greater recurring income, defining your purchaser personas and segmenting your clients for personalised outreach turns into one of many prime methods to achieve your viewers and earn their loyalty.

Ultimately, the aim for these campaigns is about preserving your clients coming again for extra. But the manufacturers that do it effectively, and make it stick, are those that are chatting with buyer pursuits, assist clear up issues, and additional cement buyer loyalty by means of a customized message.

To discover ways to construct out your martech stack for contextualized messages, schedule a demo at this time.

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