Blog Post

Enhancing Retail ROI through Personalized 1:1 Conversational SMS

Personalized 1:1 Conversational SMS

With a background in both retail and communication, Emily Myers, VP of Account Management at TextUs, tells us the best tactics to turn a connection into currency. With a grasp on the pulse of consumer behavior, Emily explains that the backbone to escalating ROI is forging meaningful customer relationships. Backed by compelling SMS analytics and the unparalleled proficiency of the TextUs platform, she leads from the vanguard, transforming transactional interactions into lasting brand loyalty. Read more from Emily below as she unravels the threads of customer-centric retail, and witness how 10 Digit Long Code SMS elevates conversations into conversions.


In today’s retail landscape, connecting with customers in a meaningful way is key to driving ROI. 10-Digit Long Code SMS has emerged as a powerful tool for retail brands to achieve this goal. Here’s why investing in 10DLC SMS messaging can significantly impact your brand’s ROI:

Tailored Engagement: Personalization is paramount in retail. 1:1 conversational SMS allows brands to engage directly with the consumer based on individual preferences, purchase history, proximity to brick-and-mortar stores, and other behaviors. By delivering relevant offers and 2-way communication, brands can enhance customer satisfaction and loyalty, ultimately driving sales and revenue.

Instant Connection: With an open rate of over 90%, SMS ensures immediate engagement with customers. Unlike emails or social media posts that may get lost in cluttered inboxes or feeds, text messages are typically read within minutes. This instant connection enables brands to deliver time-sensitive promotions and alerts, leading to higher conversion rates and ROI.

Interactive Communication: SMS enables brands to engage in real-time conversations with customers. By providing personalized assistance and support, brands can guide shoppers through the purchase process, answer questions, and offer product recommendations, as well as tailored customer experience and support. This interactive approach fosters trust and loyalty, ultimately driving repeat business and ROI.

Cost-Effective Marketing: Compared to traditional channels, SMS campaigns offer a cost-effective way to reach customers with targeted messages and automation. With advanced analytics and tracking capabilities, brands can measure the effectiveness of their SMS campaigns in real-time, optimizing marketing spend and maximizing ROI.

Automation: Advertising keywords or QR codes that can be inbound and texted or scanned by consumers allows for permission-based marketing. Those consumers can then be moved from keyword groups into automated sequences (think email drip campaigns, but SMS)


Here are just a few ways that retailers (of all kinds) can use SMS:

  • Virtual contact cards (personal shoppers, sales floor associates)
  • Appointment management
  • Delivery notification and management
  • General marketing (especially local)
  • Service department/maintenance upsells
  • Customer nurturing
  • Clienteling
  • Short-term rentals
  • HR/Talent Acquisition


In summary, 1:1 conversational SMS presents a compelling opportunity for retail brands to enhance customer engagement, drive sales, and ultimately achieve greater ROI. By leveraging the power of SMS, retailers can deepen customer relationships, increase revenue, and stay competitive in today’s dynamic market.

Want to learn more about how TextUs is empowering retail to activate the power of 1:1 SMS? Let’s connect at eTail West, or request a demo through our website, or DM and let’s chat!



Emily is an experienced Account Management and Customer Success professional with over 20 years of managing enterprise level, strategic client relationships with an emphasis on driving strategic marketing and contact plans. As VP of Account Management at TextUs, Emily leads a team of highly skilled Account Managers who educate, inform, and train thousands of companies across many industries to adopt best practices and world-class SMS contact strategies to their customers and associates. Prior to TextUs, Emily spent time in the retail/e-commerce space leading teams to execute omni-channel campaigns that include Online Personalization, Email, Direct Mail, Mobile, Social Media, and PPO/SEO. With a focus on results, she has a track record of success in helping clients develop innovative ways to improve customer engagement strategies driven by data science and analytics.

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