
Why Customers Love Smart(er) SMS Notifications

Your brain chemistry wants you to text. You feel the urge to engage at the sound of a vibrating mobile phone, the ding of the alert. It’s your Pavlov’s bell. Who could it be sending you a message? Is it work asking for help with a project, clients requiring your immediate attention, your children asking for help, or perhaps a favorite store has a sale on your go-to jeans? The world we live in has high demands for engagement at all times, in real time. Instant gratification has become a way of life. Americans check their smartphones 344 times per day (once every 4 minutes). In 2021, U.S. mobile users sent about 2 trillion SMS or MMS messages. Trillion, with a T.
Texting Is Highly Rewarding Positive social interactions trigger a release of dopamine, the feel-good neurotransmitter that boosts mood, motivation and attention. Dopamine contributes to feelings of pleasure and satisfaction, rewarding and motivating people to repeat the behavior that produced it.
Texting Is Highly Rewarding
Positive social interactions trigger a release of dopamine, the feel-good neurotransmitter that boosts mood, motivation and attention. Dopamine contributes to feelings of pleasure and satisfaction, rewarding and motivating people to repeat the behavior that produced it. Smartphones are an abundant source of social stimuli (via texts and social media alerts and “likes,” “loves” and emotive reactions). Text message notifications have the potential to be a positive social stimulus that elevate dopamine levels. Every time checking a text message leads to a successful, rewarding social interaction (“I knew I was hilarious, and the proof is in all these replies”), the association between reading texts and the feel-good reward becomes stronger. It keeps people rushing to “answer” the text message ding. The buzz. The validation. <hr
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Smart(er) Notifications: A Different Kind of CSAT Brands can leverage this urge by utilizing SMS as a communication channel. But it’s not enough to simply notify customers—communication in the digital age must be smart(er). Smart(er) in context, personalization and timeliness. When it's done correctly, both brands and customers win.
