Shopify SMS Retention Playbook: Keeping Customers Coming Back with Postscript CEO Adam Turner

What’s the right way to think about customer retention on SMS? Adam Turner, CEO of the leading Shopify SMS platform, Postscript, shares the playbook that 1000s of Shopify merchants are using to keep their customers coming back to buy again and again.

SMS is a heck of a lot more than a one and done sales channel and in this episode Adam offers a tactical approach to keeping customers engaged for the long haul with real examples. We also discuss other topics like why Transactional SMS with Wonderment is a must-have, the role of conversational SMS, how to prepare for the upcoming iOS inbox changes, and much more. If you are doing any sort of SMS marketing, you NEED to listen to this conversation with Adam.

The TYCA Podcast is brought to you by Wonderment — the #1 platform loved by eCommerce support, operations, and marketing teams alike to deliver the most holistic post-purchase experience imaginable.

Wonderment is the retention iOS used by over 1000 customer-first shopify brands like Jones Road Beauty, Igloo, The Ridge, Simplehuman, and more. Check out www.wonderment.com today.

Watch the video format of today's episode here.

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Timestamps ⏰

(0:00) - intro

(2:00) - Who is Adam Turner and Postscript?

(5:40) - What’s the Postscript way of SMS what is Subscriber Lifetime Value (SLTV)?

(10:18) - What was the evolution of implementing subscriber LTV and ARMR metrics to measure SMS program health?

(12:45) Wonderment + Postscript is a winning combination for your SMS program

(14:50) What are the common retention mistakes brands make with SMS?
(20:00) What are some of Adam’s favorite SMS examples right now? Gunner Kennels, Mr. Beast's Feastables, & more

(24:23) - Is SMS more than a revenue channel? What does it mean to do great CX over SMS?

(27:57) - What is the true value of transactional SMS given that it’s one of the most engaged texts a brand will ever send?

(31:47) - What are the lowest-hanging fruits to improve customer retention and experience on SMS?

(33:10) - Impending iOS SMS inbox changes... should we be worried and what can we do now?

(36:55) - where is the future of SMS headed?

Rapid fire round get to know Adam better!

(40:18) - what’s the best text that Adam has received from a brand?

(41:27) - Adam’s top 3 albums of all time

(42:00) - If Adam could get a message out to everyone about SMS, what would it be?

(43:00) - What’s the best purchase Adam has made of something under $100?

(43:55) - What is the #1 thing Adam is most proud of during his time at Postscript?