WhatsApp Retention Marketing Playbook for Fashion & Apparel Brands 2024

The global fashion e-commerce market is projected to reach a valuation of $1 trillion by the end of 2024, boasting a compound annual growth rate (CAGR) of 14.2% from 2017 to 2025.

Traditionally, brands have relied on channels like Facebook and Google Ads, Google Search, Instagram (both paid and organic), influencers, email, and SMS to fuel growth.

However, these channels often fall short when delivering highly personalized experiences.

With the cost per thousand impressions (CPM) rising on Meta and Instagram by 61% and 23% year-over-year, respectively, brands are rethinking their strategies.

The Shift from Traditional Channels

Before social media platforms like Facebook and Instagram became dominant, email and SMS were the go-to channels for direct-to-consumer (DTC) businesses to engage with their loyal audience and build new relationships. But over time, these methods have lost their charm.

The Fall of Email and SMS

• One-Way Monologues: Emails and SMS are often used as one-way communication tools. Brands spammed their audiences, not considering customer preferences, which led to channel fatigue.
• Declining Engagement: Over time, emails stopped generating opens, and SMS messages became synonymous with OTPs.
• Lack of Personalization: In today's market, personalization is key. Over 70% of customers expect brands to tailor their shopping experiences and anticipate their needs. Traditional channels fell short in this area.
• Limited Conversational Layer: Unlike Facebook and Instagram DMs, which lack continuity, traditional channels don’t support ongoing, personal conversations.

Why Brands Should Consider WhatsApp as a Marketing Channel

• 2-Way Communication Facilitator: WhatsApp enables real-time, interactive conversations with your customers. It's not just a broadcast channel but a place for genuine interactions.
• It comes with a CRM Layer: WhatsApp marketing solutions like QuickReply.ai allow you to manage customer relationships, track interactions, and personalize communications all in one place.
• Best Open and Click-Through Rates: WhatsApp boasts impressive metrics—60% open rates and 25-30% click-through rates, outperforming other channels by a significant margin.
• High Engagement Rates: With WhatsApp Business API, you can achieve higher engagement rates—60% open rates and 25-30% click-through rates, as seen with QuickReply.ai’s customers.
• User Engagement: The average WhatsApp user on Android spends 33.5 minutes per day on the app. This presents a valuable opportunity for brands to connect with customers where they are most active.

Shopify Segments Key For Retention Marketers

Understanding the different customer segments for commerce brands on Shopify is important to better utilize WhatsApp for customer retention.

Each segment requires a unique approach to maximize engagement and loyalty. Here’s an overview of the key Shopify customer segments and strategies for retaining each.

1. New Customers

Who They Are:

New customers are those who have made their first purchase from your store. They are exploring your brand and products for the first time.

Retention Strategies:

• Welcome Messages: Send a warm welcome message and thank them for their purchase.
• Educational Content: Provide information on how to use the products they purchased.
• First-Time Buyer Discounts: Offer a discount on their next purchase to encourage repeat business.

Example WhatsApp Message:

"Hi [Customer Name], welcome to [Brand Name]! We're thrilled to have you. Enjoy 10% off your next purchase with code WELCOME10. Check out our top picks here: [Shop Link]"

2. Repeat Customers

Who They Are:

Repeat customers are those who have made multiple purchases from your store. They are familiar with your brand and have demonstrated a preference for your products.

Retention Strategies:

• Personalized Recommendations: Use data on their previous purchases to suggest new or complementary products.
• Exclusive Offers: Reward their loyalty with special discounts or early access to new arrivals.
• Loyalty Programs: Enroll them in a loyalty program where they can earn points for every purchase and redeem them for rewards.

Example WhatsApp Message:

"Hey [Customer Name]! As a thank you for being a loyal customer, enjoy 20% off your next purchase with code LOYALTY20. Check out our new arrivals here: [Shop Link]"

3. High-Value Customers

Who They Are:

High-value customers are those who have spent a significant amount of money on your store. They are often the most profitable segment.

Retention Strategies:

• VIP Treatment: Provide them exclusive benefits such as personalized customer service, unique gifts, or invitations to VIP events.
• Early Access: Offer early access to sales, new collections, or limited-edition products.
• Regular Engagement: Keep them engaged with updates, behind-the-scenes content, and personalized messages.

Example WhatsApp Message:

"Hello [Customer Name], as one of our top customers, we'd like to offer you exclusive early access to our upcoming sale. Shop now and enjoy your first pick on our newest items! [Shop Link]"

4. Lapsed Customers

Who They Are:

Lapsed customers are those who have not purchased in a significant amount of time. They may have forgotten about your brand or found alternatives.

Retention Strategies:

• Win-Back Campaigns: Send them personalized messages with special discounts to entice them back.
• Re-engagement Content: Share content highlighting new products, positive customer reviews, or recent brand updates.
• Incentives for Feedback: Ask why they haven't shopped recently and offer a small incentive for their time.

Example WhatsApp Message:

"Hi [Customer Name], we miss you! Here’s 15% off your next purchase to welcome you back. Use code WELCOME15 at checkout. We’ve got some exciting new arrivals waiting for you: [Shop Link]"

5. Engaged Customers

Who They Are:

Engaged customers interact frequently with your brand through social media, email newsletters, or website visits but may not necessarily make frequent purchases.

Retention Strategies:

• Engagement Rewards: Reward their engagement with small perks like exclusive content, early access, or discounts.
• Community Building: Invite them to join your brand community, such as a VIP group or online forum.
• Interactive Campaigns: To keep them engaged, run contests, polls, or interactive content.

Example WhatsApp Message:

"Hey [Customer Name]! We love your enthusiasm for [Brand Name]. Join our VIP community for exclusive deals, sneak peeks, and fun perks! [Join Link]"

By understanding and segmenting your Shopify customers, you can tailor your WhatsApp retention strategies accordingly.

How to Use WhatsApp for Customer Retention in Fashion?

Already a well-known fact: Retaining customers is far cheaper and gives better long-term returns than acquisition.

A brand is 60-70% more likely to make a sale to an existing customer, but this number drops to 20% for new customers.

Retention is vital for fashion brands as it helps build loyalty and long-term relationships with customers.

Brands that go big on retention as much as acquisition can build a loyal community that gives quick and reliable feedback and helps improve products.

Here’s how fashion brands can use WhatsApp marketing for customer retention:

1. Keep Users Informed About Their Orders

Customers want to be proactively informed about their order updates at each stage. It enhances the post-purchase experience.

Updating the customers on WhatsApp means it reaches them quickly and provides a single place for them to view the latest updates.

Fashion brands can send utility messages (as shown in the above image) using the WhatsApp Business API, saving time and ensuring relevant messages.

Personalized updates, such as when an order is out for delivery or delivered, give customers peace of mind and differentiate your brand.

Sample Template:

Dear [Customer Name],

Your order with ID [Order #] is now [Order Status].

[Order Status Details]:

[If Out for Delivery] - Your order is on its way and should arrive today. Our delivery agent will contact you shortly to confirm the delivery.

[If Delivered] - Your order has been successfully delivered. We hope you are enjoying your purchase.

You can track the latest updates on your order through the following link: [Insert Tracking Link].

If you have any questions or concerns, please do not hesitate to contact us.

Thank you for choosing [Brand Name].

Best regards,

[Brand Name] Customer Service Team

2. Get Customer Feedback on WhatsApp

Collect customer opinions using surveys and polls on WhatsApp.

Use this feedback to improve products and customer experiences. Customers feel valued, and knowing their opinions matter helps build trust and loyalty.

QuickReply.ai's integration with Judge.me and Loox ensures that the feedback collected on WhatsApp is automatically transferred to these review platforms.

This enhances the visibility of customer reviews and streamlines the review management process, making it easier for potential customers to see genuine feedback and make informed purchasing decisions.

Don’t hesitate to ask for feedback—it's invaluable for potential customers deciding whether to purchase from your brand.

Sample Template:

Hi [Customer Name],

We appreciate your shopping with [Brand Name] and hope you enjoy your recent purchase. We'd love to hear your thoughts on our products and services.

Your insights will help us enhance our offerings and deliver a superior shopping experience for you and others. Please take a moment to share your feedback.

Share your feedback here: QuickReply buttons {Outstanding, Good, Bad, Poor]

Thank you,

[Brand Name] Team

3. Offer Customized Product Suggestions

Sending personalized product suggestions via WhatsApp broadcasts can enhance customer retention and loyalty.

According to McKinsey, personalization can lift revenue by 10 to 15% and increase customer retention rates by 10 to 20%.

When customers get recommendations that match their preferences and tastes, they are more likely to make repeat purchases.

Fashion brands can use data and AI to analyze customer purchase history, browsing patterns, and interests to deliver relevant suggestions. This strategy boosts customer engagement and enriches the shopping experience.

Sample Template:

Hello [Customer Name],

You recently purchased [Product Name], we believe you’ll also like [Product Name].

[Product Name] features [insert product details and features]. It’s an ideal match for your taste.

Check out this and more suggestions here: [Insert Product Link].

For any inquiries or help, don’t hesitate to contact us.

Warm regards,

[Brand Name]

4. Send Tailored Broadcasts Aligned with Purchase Preferences

Crafting WhatsApp campaigns that align with your customers' preferences can boost their engagement and frequency of visits.

Personalized campaigns make customers feel valued and enhance their loyalty.

Design your campaigns around factors such as location, age, and interests.

For instance, you can target women in specific areas or younger shoppers keen on the latest fashions.

By understanding your customers' preferences, you can create compelling WhatsApp campaigns that drive higher sales and enrich the shopping experience.

Sample Message:

Hey [Customer Name],

Check out our fresh arrivals that you won't want to miss.

Dive into our new collection and sale details here: [Insert Product Link or Sale Information].

Looking forward to assisting you with your shopping needs.

Cheers!

[Brand Name]

5. Simplify Returns, Exchanges, and Refunds

Fashion and apparel brands are bombarded with loads of post-purchase requests like order cancellations, returns, and refunds.

Around 72% consumers like shopping and spending more on eCommerce websites that offer easy and simple returns, a survey by Endicia on US customers shows.

Give consumers a simple process for these actions. Make everything work like a breeze.

Typically, customers must contact the brand through the website, request a return, exchange, or refund, and wait for the next steps via email or text.

A complex process can deter customers from choosing the same brand again.

Using QuickReply.ai’s smart chatbots, fashion brands can automate the process from the initial request, ensuring a smooth and efficient experience for customers.

Simplifying this process enhances customer satisfaction and encourages them to return for future purchases.

Example Template:

Hi [Customer Name],

We see that you want a refund for your purchase of [Product Name].

Please choose below where would you like to received your refund

[QuickReply buttons]

Thank you for shopping with [Brand Name].

Best regards,

[Brand Name] Customer Service Team

WhatsApp Marketing Retention Strategies for New Customers

Engaging new customers through a well-timed and personalized WhatsApp campaign is essential for effectively retaining them. Here's a detailed plan for doing this over a two-week period, complete with message copy examples and explanations for each touchpoint.

Day 1: Welcome Message

Start your relationship with new customers positively by making them feel valued right after their first purchase. A personalized welcome message can set the tone for a long-lasting relationship and encourage a second purchase.

Campaign Copy:

"Hey [Customer Name]! 🎉 Welcome to the [Brand Name] fam! Thanks for your first purchase. As a welcome gift, enjoy 10% off your next order with code WELCOME10. Shop now and stay fabulous! 💃 [Shop Link]"

Campaign Explanation:

This message aims to make new customers feel appreciated and incentivized to make another purchase. The discount code offers immediate value, encouraging customers to return to the store soon.

Growth Metrics:

• Increase in Conversion Rate
• First Purchase Rate

Business Value:

• Customer segmentation for personalized marketing campaigns
• Data feedback into the CRM and Loyalty Program

Day 3: Order Shipped Notification

Keeping customers informed about their order status is crucial for enhancing their post-purchase experience. A timely notification can reduce anxiety and increase satisfaction.

Campaign Copy:

"Good news, [Customer Name]! 🚚 Your [Brand Name] order is on the way. Track your fashion fix here: [tracking link]. Can't wait to see you rock it! ✨"

Campaign Explanation:

This notification reassures customers that their order is being processed and provides a tracking link for convenience, improving the overall customer experience.

Growth Metrics:

• Improve Customer Satisfaction
• Reduce Anxiety

Business Value:

• Tracking order fulfillment efficiency
• Customer satisfaction insights via the Order Management System

Day 5: Feedback Request

Collecting customer feedback is essential for building social proof and encouraging repeat purchases. Asking for a review also shows customers that their opinions matter.

Campaign Copy:

"Hey [Customer Name], how are you loving your new [First Purchase Product]? We'd love to hear your thoughts! Leave a review and get 5% off your next order. Keep shining! 💖"

Campaign Explanation:

This message encourages customers to leave a review, which can help build social proof and improve product offerings based on customer feedback. The incentive of a discount on the next order encourages further engagement.

Growth Metrics:

• Increase Product Reviews
• Social Proof
• Repeat Purchase Rate

Business Value:

• Insights into customer satisfaction
• Data feedback into the Review System and CRM

Day 7: Exclusive Offer

Providing a special discount can incentivize another purchase and build customer loyalty. This touchpoint focuses on increasing the average order value and repeat purchase rate.

Campaign Copy:

"Psst... [Customer Name], we've got an exclusive treat for you! Use code EXCLUSIVE15 for 15% off your next [Brand Name] purchase. Because you deserve it! 🌟 [Shop Link]"

Campaign Explanation:

This offer rewards loyal customers with an exclusive discount, encouraging them to make another purchase and feel valued by the brand.

Growth Metrics:

• Increase Average Order Value (AOV)
• Repeat Purchase Rate

Business Value:

• Encourage repeat purchases
• Increase customer lifetime value
• Data feedback into the CRM and Loyalty Program

Day 10: Community Invitation

Inviting customers to join a VIP community can foster long-term relationships and enhance engagement. This strategy helps build a loyal customer base that feels connected to the brand.

Campaign Copy:

"Hey [Customer Name]! Want to be part of something special? Join our VIP WhatsApp group for early access to new arrivals, exclusive deals, and more fabulous perks! 🎁 [Join Link]"

Campaign Explanation:

This invitation aims to integrate customers into a community where they can receive exclusive offers and early access to new products, increasing their engagement with the brand.

Growth Metrics:

• Increase Engagement Rate
• Customer Lifetime Value (CLV)

Business Value:

• Build a loyal customer community
• Direct feedback and engagement through the Community Management System

Day 14: Support Offer

Offering support to address any post-purchase issues or questions can enhance the customer experience and build trust. This touchpoint is crucial for reducing returns and improving satisfaction.

Campaign Copy:

"Hi [Customer Name], need any help with your [Brand Name] purchase? Our support team is here to assist you with any questions or issues. Just reply to this message, and we'll take care of the rest! 💌"

Campaign Explanation:

This message shows that the brand cares about the customer's experience even after the purchase, offering help and support to resolve any issues promptly.

Growth Metrics:

• Reduce Return Rate
• Improve Customer Satisfaction

Business Value:

• Improve customer service
• Reduce returns through prompt support
• Data feedback into the Customer Support System

By leveraging WhatsApp for customer retention, fashion and apparel brands can build strong, lasting relationships with their customers. Personalized communication, timely updates, and easy processes for feedback and returns are key to retaining customers and fostering loyalty.

If you are looking for a D2C-focused WhatsApp marketing solution that understands the e-commerce industry and its need inside out, check out QuickReply.ai.

WhatsApp Marketing Strategies for Repeat Customers

Engaging repeat customers through a well-timed and personalized WhatsApp campaign can significantly enhance their loyalty and shopping experience.

Here’s a day-wise plan to effectively engage your repeat customers over two weeks.

Day 1: Personalized Recommendations

Kick off your engagement strategy by sending personalized product recommendations. Analyzing their previous purchases and browsing behavior helps you suggest new or complementary products that match their preferences. This makes customers feel valued and increases the likelihood of repeat purchases.

Example Campaign Copy:

Hi [Customer Name],

We noticed you loved [Product]. You might also like some of these items: [Product Link].

Happy shopping!

[Brand Name]

Day 3: Exclusive Offers

Send exclusive offers to your repeat customers three days after the initial engagement. Rewarding them with special discounts or early access to new arrivals makes them feel appreciated and encourages further purchases.

Example Campaign Copy:

Thank you for being a loyal customer! Use code LOYALTY20 to enjoy 20% off your next purchase. Shop now at [Shop Link].

We appreciate your continued support!

[Brand Name]

Day 5: Loyalty Programs

Introduce your loyalty program on day five to incentivize repeat purchases. Allow customers to earn points for every purchase, which can be redeemed for exclusive rewards. This creates a system that encourages continuous engagement.

‍

Example Campaign Copy:

Join our loyalty program and earn 100 points for every purchase! Redeem points for exclusive rewards: [Loyalty Program Link].

Start earning today!

[Brand Name]

Day 7: Tailored Content

Send content that aligns with customers' interests and past interactions a week into your campaign. This could include personalized style guides, lookbooks, or articles that resonate with their tastes, keeping them engaged and excited about your brand.

Example Campaign Copy:

Our latest collection matches your style: [Product Link].

We think you'll love these new arrivals!

[Brand Name]

Day 10: Customer Appreciation Messages

Send thank-you messages or small gifts to show appreciation for repeat customers. This gesture makes customers feel valued and connected to your brand, fostering a loyal community.

Example Campaign Copy:

Hi [Customer Name],

Thank you for your continued support! As a token of our appreciation, enjoy a special gift with your next purchase: [Gift Link].

We value you as a part of our community!

[Brand Name]

Day 14: Exclusive Content and Previews

Wrap up your two-week engagement plan by giving your repeat customers a sneak peek into upcoming collections or exclusive content. This builds anticipation and excitement around new launches and makes them feel special.

Example Campaign Copy:

Hi [Customer Name],

Get an exclusive first look at our upcoming collection! Be the first to shop our new arrivals: [Preview Link].

We’re excited to share this with you!

[Brand Name]

WhatsApp Marketing Strategies for High-Value Customers

Engaging high-value customers through a strategic and personalized WhatsApp campaign maximizes their lifetime value and fosters loyalty. Here's a 14-day plan to achieve this: message copy examples and explanations for each touchpoint.

Day 1: VIP Welcome Message

Kick off the relationship with high-value customers by making them feel special. A personalized welcome message can set the stage for a lasting relationship and encourage further purchases.

Campaign Copy:

"Hello [Customer Name]! 🌟 Welcome to the [Brand Name] VIP Club! As a token of our appreciation, enjoy 15% off your next order with code VIPWELCOME. We're thrilled to have you with us! [Shop Link]"

Campaign Explanation:

This message aims to make high-value customers feel exclusive and appreciated, incentivizing another purchase with a special discount.

Growth Metrics:

• Increase in Conversion Rate
• VIP Member Engagement

Business Value:

• Segmentation for targeted VIP campaigns
• Data integration into the CRM and Loyalty Program

Day 2: Personalized Product Recommendation

High-value customers appreciate personalized attention. Sending a tailored product recommendation based on their previous purchases can enhance their shopping experience.

Campaign Copy:

"Hi [Customer Name], based on your recent purchase, we think you'll love these! Enjoy an exclusive 10% off with code VIPRECOMMEND. Happy shopping! [Shop Link]"

Campaign Explanation:

This message leverages customer data to provide a personalized recommendation, encouraging additional purchases and demonstrating attentiveness to customer preferences.

Growth Metrics:

• Increase in Average Order Value (AOV)
• Conversion Rate of Recommendations

Business Value:

• Enhanced personalization strategies
• Data feedback into the Recommendation System

Day 4: Order Shipped Notification

Informing high-value customers about their order status is vital. A prompt notification can enhance their post-purchase experience and build trust.

Campaign Copy:

"Great news, [Customer Name]! 🚚 Your [Brand Name] order is on its way. Track your exclusive find here: [tracking link]. We can't wait for you to receive it! ✨"

Campaign Explanation:

This notification reassures customers about their order and provides a tracking link, improving transparency and customer satisfaction.

Growth Metrics:

• Improve Customer Satisfaction
• Order Tracking Engagement

Business Value:

• Efficiency in order fulfillment
• Customer satisfaction insights via the Order Management System

Day 6: Post-Purchase Check-In

Following up with high-value customers after they've received their order can demonstrate excellent customer service and gather valuable feedback.

Campaign Copy:

"Hi [Customer Name], hope you're loving your new [Product]! We'd love to hear your thoughts. Share your feedback and enjoy 5% off your next purchase. Keep shining! 💖"

Campaign Explanation:

This message encourages customers to provide feedback, helping build social proof and improving product offerings based on their insights.

Growth Metrics:

• Increase in Customer Feedback
• Repeat Purchase Rate

Business Value:

• Insights into customer satisfaction
• Data feedback into the Review System and CRM

Day 8: Exclusive Early Access

Offering high-value customers early access to new products or sales can enhance their sense of exclusivity and encourage additional purchases.

Campaign Copy:

"Hey [Customer Name], as a valued VIP member, enjoy early access to our new collection! Shop now and use code EARLYVIP for a special 10% off. [Shop Link]"

Campaign Explanation:

This message rewards high-value customers with exclusive early access, making them feel special and driving urgency to purchase.

Growth Metrics:

• Increase in Early Access Engagement
• Conversion Rate

Business Value:

• Boost in early sales
• Enhanced customer loyalty

Day 10: Birthday/Anniversary Offer

Celebrating personal milestones such as birthdays or anniversaries can significantly enhance customer loyalty. Offering a special discount makes the customer feel valued.

Campaign Copy:

"Happy [Birthday/Anniversary], [Customer Name]! 🎉 Celebrate with us and enjoy 20% off your next order with code CELEBRATE20. Wishing you a fantastic day! [Shop Link]"

Campaign Explanation:

This personalized message acknowledges special occasions, making customers feel appreciated and incentivizing a celebratory purchase.

Growth Metrics:

• Increase in Birthday/Anniversary Purchase Rate
• Customer Engagement

Business Value:

• Enhanced customer relationship
• Increase in special occasion sales

Day 12: Exclusive Event Invitation

Inviting high-value customers to exclusive events or webinars can deepen their connection with the brand and offer unique value.

Campaign Copy:

"Hi [Customer Name], you're invited to an exclusive [Brand Name] event! Join us for a special preview of our latest collection and enjoy complimentary refreshments. RSVP here: [Event Link]"

Campaign Explanation:

This invitation fosters a sense of exclusivity and community among high-value customers, enhancing their loyalty and engagement with the brand.

Growth Metrics:

• Increase in Event Attendance
• Customer Engagement

Business Value:

• Strengthen customer relationships
• Direct feedback and engagement through the Event Management System

Day 14: VIP Support Offer

Offering dedicated support to high-value customers can address any post-purchase issues and enhance their overall experience, building trust and satisfaction.

Campaign Copy:

"Hi [Customer Name], we're here for you! If you need any assistance with your [Brand Name] purchase, our VIP support team is ready to help. Just reply to this message, and we'll take care of everything! 💌"

Campaign Explanation:

This message highlights the availability of dedicated support, demonstrating the brand's commitment to ensuring a premium experience for high-value customers.

Growth Metrics:

• Reduce Return Rate
• Improve Customer Satisfaction

Business Value:

• Enhance customer service
• Reduce returns through prompt support
• Data feedback into the Customer Support System

WhatsApp Marketing Strategies for Lapsed Customers

Re-engaging lapsed customers through a strategic and personalized WhatsApp campaign can help rekindle their interest in your brand and drive them back to your store. Here's a detailed 14-day plan to achieve this, complete with message copy examples and explanations for each touchpoint.

Day 1: Welcome Back Message

Start your re-engagement campaign by acknowledging their absence and welcoming them back. This can rekindle their interest and show that they are missed.

Campaign Copy:

"Hello [Customer Name], we’ve missed you at [Brand Name]! 🎉 To welcome you back, enjoy 15% off your next order with code WELCOMEBACK15. Come see what's new! [Shop Link]"

Campaign Explanation:

This message aims to make lapsed customers feel appreciated and incentivized to make a purchase with a special discount.

Growth Metrics:

• Increase in Conversion Rate
• Reactivation Rate

Business Value:

• Reactivate dormant customer accounts
• Data feedback into the CRM and Reactivation Program

Day 3: Highlight New Arrivals

Showcasing new products can pique the interest of lapsed customers, reminding them of the value and excitement of your brand.

Campaign Copy:

"Hey [Customer Name], check out what's new at [Brand Name]! ✨ We've got exciting new arrivals just for you. Use code NEW20 for 20% off on our latest collection. [Shop Link]"

Campaign Explanation:

This message highlights new products and offers a discount, creating a sense of urgency and curiosity.

Growth Metrics:

• Increase in New Product Purchases
• Conversion Rate

Business Value:

• Promote new product lines
• Encourage re-engagement with the brand

Day 5: Personalized Product Recommendation

Sending a tailored product recommendation based on their past purchases can remind customers why they loved your brand in the first place.

Campaign Copy:

"Hi [Customer Name], we think you'll love these based on your past favorites! Enjoy 10% off with code LOVE10. Can't wait to have you back! [Shop Link]"

Campaign Explanation:

This message leverages past purchase data to provide personalized recommendations, encouraging additional purchases and re-engagement.

Growth Metrics:

• Increase in Average Order Value (AOV)
• Conversion Rate of Recommendations

Business Value:

• Enhanced personalization strategies
• Data feedback into the Recommendation System

Day 7: Special Promotion

Offering a special promotion exclusively for lapsed customers can incentivize them to return and purchase.

Campaign Copy:

"Hey [Customer Name], here's an exclusive offer just for you! Use code SPECIAL25 for 25% off your next order. Don't miss out! [Shop Link]"

Campaign Explanation:

This message provides an exclusive discount, creating a sense of urgency and making the customer feel valued.

Growth Metrics:

• Increase in Conversion Rate
• Customer Reactivation

Business Value:

• Encourage return purchases
• Increase customer lifetime value

Day 10: Customer Feedback Request

Asking for feedback can show that you value their opinion and are eager to improve, which can help rebuild the relationship.

Campaign Copy:

"Hi [Customer Name], we'd love to hear from you! Your feedback helps us improve. Share your thoughts and enjoy 10% off your next order. [Feedback Link]"

Campaign Explanation:

This message encourages customers to provide feedback, demonstrating that their opinion matters and offering an incentive for future purchases.

Growth Metrics:

• Increase in Customer Feedback
• Repeat Purchase Rate

Business Value:

• Insights into customer satisfaction
• Data feedback into the Review System and CRM

Day 12: Community Invitation

Inviting lapsed customers to join a VIP community can rekindle their interest and make them feel part of an exclusive group.

Campaign Copy:

"Hey [Customer Name], we’d love for you to join our VIP community! Get early access to new arrivals, exclusive deals, and more. Join now: [Join Link]"

Campaign Explanation:

This invitation integrates customers into a community where they can receive exclusive offers and early access to new products, increasing their engagement with the brand.

Growth Metrics:

• Increase in Engagement Rate
• Customer Lifetime Value (CLV)

Business Value:

• Build a loyal customer community
• Direct feedback and engagement through the Community Management System

Day 14: Support Offer

Offering support to address any past issues or questions can enhance the customer experience and build trust, making it easier for them to return.

Campaign Copy:

"Hi [Customer Name], need any help with your [Brand Name] experience? Our support team is here to assist you with any questions or issues. Just reply to this message, and we'll take care of the rest! 💌"

Campaign Explanation:

This message shows that the brand cares about the customer's experience and is ready to resolve any issues, fostering trust and loyalty.

Growth Metrics:

• Reduce Return Rate
• Improve Customer Satisfaction

Business Value:

• Improve customer service
• Reduce returns through prompt support
• Data feedback into the Customer Support System

WhatsApp Marketing Strategies for Engaged Customers

Engaged customers frequently interact with your brand through social media, email newsletters, or website visits, though they may not make frequent purchases. A well-crafted WhatsApp campaign can deepen their engagement and encourage more frequent purchases. Here's a detailed 14-day plan to achieve this, complete with message copy examples and explanations for each touchpoint.

Day 1: Welcome to the VIP Community

Kick off the engagement campaign by inviting them to join your exclusive VIP community. This can enhance their sense of belonging and encourage further interaction.

Campaign Copy:

"Hey [Customer Name]! We love your enthusiasm for [Brand Name]. Join our VIP community for exclusive deals, sneak peeks, and fun perks! [Join Link]"

Campaign Explanation:

This message aims to make engaged customers feel special and part of an exclusive group, increasing their engagement and loyalty to the brand.

Growth Metrics:

• Increase in Community Membership
• Engagement Rate

Business Value:

• Build a loyal customer community
• Enhance direct feedback and engagement

Day 3: Exclusive Content Access

Providing access to exclusive content can keep engaged customers interested and coming back for more.

Campaign Copy:

"Hi [Customer Name], enjoy exclusive access to our latest [content type, e.g., blog, video, tutorial]! Discover insider tips and more. Check it out here: [Content Link]"

Campaign Explanation:

This message offers valuable content, keeping customers engaged and reinforcing their connection to the brand.

Growth Metrics:

• Increase in Content Engagement
• Repeat Visits

Business Value:

• Promote content consumption
• Strengthen customer relationship

Day 5: Interactive Poll

Running an interactive poll can engage customers further and make them feel involved in the brand's decisions.

Campaign Copy:

"Hey [Customer Name], we value your opinion! Help us decide on our next product release. Vote in our poll and get a chance to win a special prize! [Poll Link]"

Campaign Explanation:

This message involves customers in decision-making, increasing their sense of ownership and engagement with the brand.

Growth Metrics:

• Poll Participation Rate
• Engagement Rate

Business Value:

• Collect valuable customer insights
• Enhance customer involvement

Day 7: Engagement Reward

Rewarding engagement with small perks can incentivize further interaction and loyalty.

Campaign Copy:

"Hi [Customer Name], thanks for being an active community member

! Enjoy 10% off your next purchase with code ENGAGE10. Happy shopping! [Shop Link]"

Campaign Explanation:

This message rewards customers for their engagement, encouraging them to continue interacting with the brand and make a purchase.

Growth Metrics:

• Increase in Conversion Rate
• Customer Retention

Business Value:

• Incentivize engagement
• Boost sales through discounts

Day 9: Sneak Peek of New Arrivals

Giving engaged customers a sneak peek of new products can make them feel valued and keep them excited about the brand.

Campaign Copy:

"Hey [Customer Name], get an exclusive first look at our upcoming collection! Be the first to shop our new arrivals before anyone else. [Shop Link]"

Campaign Explanation:

This message creates a sense of exclusivity and urgency, encouraging customers to stay engaged and make a purchase.

Growth Metrics:

• Increase in Early Access Engagement
• Conversion Rate

Business Value:

• Boost early sales
• Enhance customer loyalty

Day 11: Community Contest

Running a contest within your community can increase engagement and foster a sense of fun and excitement.

Campaign Copy:

"Hi [Customer Name], join our exciting contest! Show us your [product use case, e.g., best outfit] for a chance to win a [prize]. Enter now: [Contest Link]"

Campaign Explanation:

This message engages customers with a fun contest, encouraging interaction and enhancing their connection to the brand.

Growth Metrics:

• Contest Participation Rate
• Engagement Rate

Business Value:

• Increase brand visibility
• Foster a sense of community

Day 13: Personalized Thank You Message

Sending a personalized thank you message can make engaged customers feel appreciated and valued.

Campaign Copy:

"Hey [Customer Name], thank you for being such a fantastic part of our community! As a token of our appreciation, enjoy 15% off your next purchase with code THANKS15. [Shop Link]"

Campaign Explanation:

This message expresses gratitude and provides a discount, reinforcing positive feelings towards the brand and encouraging a purchase.

Growth Metrics:

• Increase in Conversion Rate
• Customer Satisfaction

Business Value:

• Enhance customer loyalty
• Boost sales through gratitude-driven engagement

Day 14: Support Offer

Offering support to engaged customers can address any questions or issues they may have, improving their overall experience and trust in the brand.

Campaign Copy:

"Hi [Customer Name], need any help with your [Brand Name] experience? Our support team is here to assist you with any questions or issues. Just reply to this message, and we'll take care of the rest! 💌"

Campaign Explanation:

This message shows that the brand cares about the customer's experience and is ready to assist, fostering trust and loyalty.

Growth Metrics:

• Reduce Return Rate
• Improve Customer Satisfaction

Business Value:

• Enhance customer service
• Reduce returns through prompt support
• Data feedback into the Customer Support System

By leveraging WhatsApp for engaged customer retention, brands can deepen relationships and encourage more frequent purchases. Personalized communication, timely updates, and interactive content are key to maintaining engagement and fostering loyalty.

If you want a D2C-focused WhatsApp marketing solution that understands the e-commerce industry inside out, check out QuickReply.ai - a WhatsApp marketing solution trusted by 600+ brands.

‍