Over the past five years, the dry cleaning and full-service laundry industry has experienced a shift in demand and consumer preferences due to an increase in household washing machines and substitute products. As a result, competition within this industry has increased. But, to overcome the changes in their industry, operators will need to compete based upon quality of service and perceived value.
Direct Connections with Customers
Business text messaging is one of the best methods for dry cleaners and laundry services to improve their quality of service. Providing status updates to customers gives them a gentle reminder not to forget to pick up their clothing. This can reduce the number of customers that forget or lose their laundry ticket, which also eliminates past due notices and shortfalls in revenue.
Another bonus with texts is two-way messaging. Customers can ask specific questions, confirm their ticket, change the time of delivery, or request a new location for pick up. It’s a low-cost tool that improves service and will eventually pay for itself.
Text Message Marketing
Getting ahead of the competition requires more than excellent service. It requires visibility and increased engagement. That’s where text marketing works in several different ways.
1. Keywords
Building a fan base is easier with keywords. Keywords are a word or phrase that’s easy to remember and text later if necessary. Using multiple keywords segments customers into specific lists that are categorized by their needs. For example, a potential customer can text “Delivery” to learn more about delivery services. These are great for growing customer lists and improving reach through targeted marketing. It’s the first and one of the most vital steps in customer engagement.
2. Special Offers / Digital Coupons
Everyone appreciates a good deal. As a matter of fact, most consumers are looking for a good deal and will switch brands to get one. Exclusive promotions and digital coupons also have a significant influence on customer acquisition and retention, especially among millennials. They feel more encouraged to make that first-time purchase if they have a coupon or discount. Plus, these special deals promote brand loyalty through an increased sense of value. Consumers want to feel like they are getting a good deal for their hard-earned money.
3. Surveys and Feedback
Customer satisfaction surveys provide valuable feedback on products and services. Their opinion is a treasure trove of information that leads to better customer service. Asking for their opinion also shows a higher level of care and concern. People appreciate this because they feel heard and know that their needs come first. Customer feedback can also influence others. Testimonials and glowing online reviews are essential for gaining new customers. Most consumers trust reviews more than they trust advertising.
Staying a Step Ahead of the Competition
People usually pick a dry cleaner or laundry service based on its proximity to their home or work. But, they will go out of their way if they perceive more value for every dollar they spend.
Business texting increases perceived value and customer engagement. Plus, it increases customer engagement, which leads to brand loyalty and advocacy. Having a brand advocate leads to valuable online reviews and provide stellar recommendations to family and friends. In all, it grows builds relationships that will last for years to come.