Good morning, Chase and Jimmy here!

If your SMS strategy starts and ends with promo blasts, you’re leaving money (and loyalty) on the table.

Text isn’t just for discounts. It’s a high-intent, high-conversion channel when used right. This morning's guide shows you how to do it better…

From cart recovery and product drops to feedback requests and VIP perks, smart brands are using text to build trust, drive sales, and keep the relationship going long after checkout.

We're going to break down 6+ high-impact ways to use SMS throughout the customer journey. Plus, pro tips and timing suggestions for each.

Also inside:
✔️ Why most sales emails flop (and how to fix it)
✔️ Not all win-backs are created equal
✔️ Sneak Peek: Combining Email & SMS with Direct Mail
✔️ DTC Wins: Easy, BREZ-y distribution

Let’s send it.👇

🤔 Why most sales emails flop (and how to fix it)

95% of buying decisions happen before your product features even matter.

In this recent Omnisend webinar, Senior Content Manager Milda breaks down why so many sales emails miss the mark. Plus, she shares how to write emails that work on a psychological, emotional, and behavioral level.

You'll learn:

• The psychological triggers that drive buying decisions

• A step-by-step structure for writing persuasive sales emails

• How to handle common buyer objections directly in your copy

• Specific phrases you can steal for better openings, CTAs, and conversions

→ Watch the full session and start optimizing your next campaign

💡 Knowledge Drop:

Not all winbacks are created equal.

Most brands blast discounts to anyone who hasn’t engaged. But buyers and non-buyers need very different approaches. Jimmy breaks down how to split your unengaged audience and actually give each group a reason to come back.

💬 Let’s Talk SMS: 6 Revenue-Driving Use Cases for eCommerce Brands

SMS isn’t just for flashy promos. It’s one of the most direct, high-intent marketing tools you’ve got, if you use it wisely.

Here are six different ways to weave SMS marketing into your strategy.

1. Drop Product Launches & Sales

SMS works best when it’s urgent. Launching a new product? Flash sale? Limited-time offer? Text is the fastest way to get it in front of your best customers.

It’s short. It’s direct. And it gives people a reason to act now.

Pro tip: Pair SMS with email for a one-two punch. Email can handle the visuals and storytelling. SMS delivers the "go go go!"

2. Rescue Those Abandoned Carts

You’ve already got email flows for cart abandoners, right? Now layer in SMS for those subscribers who’ve opted in.

Text is great at reminding shoppers what they almost bought, and nudging them to follow through.

Follow these three rules to keep it simple:

• Mention the item they left behind.

• Add a link to their cart.

• Skip the discount (unless you really need it).

Pro tip: Timing matters. Send the email first, then a follow-up text a few hours later for that friendly “hey, don’t forget” vibe.

3. Keep Recent Customers in the Loop

Your customer just bought something. Don’t leave them hanging!

Keep them informed with transactional texts like:

• Order confirmations: “Thanks for your order! We’re getting it ready now. You’ll get a tracking link as soon as it ships.”

• Shipping updates: “Your order just shipped! 🚚 Track it here: [tracking link]”

• Delivery notifications: “Your package has been delivered! Let us know if you have any questions or need help.”

These reduce post-purchase anxiety and eliminate the “Did it go through?” feeling. And when done well, they set a tone of trust and transparency from day one.

4. Nurture Beyond the Sale

Too many brands go radio silent after the sale. Big mistake.

Post-purchase is your prime opportunity to:

• Recommend products that complement their last buy

• Share how-to tips or inspiration

• Just say hey and start a conversation

You don’t always have to sell. Use SMS to build a relationship. Ask for user-generated content. Share something fun. Make them feel like part of your world.

Because when customers feel like insiders, they come back.

5. Ask for Feedback Easily

Most people won’t reply to your email.

But they will reply to a quick text, especially if you make it personal.

Use SMS to:

• Ask how their purchase went

• Collect feedback through a short survey

• Open the door for questions, suggestions, or even a quick chat

It feels more human. And the insights you get are gold.

Pro tip: Link to a quick survey in your feedback request text. Keep it mobile-friendly so they don’t have to switch devices!

6. Roll Out the VIP Treatment

Want to keep your best customers engaged? Treat them like royalty.

SMS is a perfect channel for:

• Early access to new collections

• Secret restocks

• Exclusive discounts

• Sneak peeks and behind-the-scenes moments

Make it clear that SMS subscribers get the good stuff first. And then, actually deliver on that promise. People love feeling like they’re in on something special!

7. Win Back Lapsed Customers

Just because someone stopped buying doesn’t mean they’re gone for good.

A well-timed text can jog their memory, spark interest, or even just show them you noticed.

Here’s what to send:

• A friendly “We miss you” message

• A special offer or product suggestion based on their past orders

• A link to what’s new or trending on your site

Pro Tip: Time this 30–60 days after their last purchase. Keep it casual, not pushy.

Before You Hit Send: SMS Checklist

• Always ask for permission before texting. Beyond compliance, it’s about respect. Make the opt-in obvious and let people know what to expect.

• Segment your list. Send based on behavior, purchase history, or engagement so your texts feel personal, not random.

• Keep it short. People don’t read texts like emails. Say what you need to say, fast. One message, one purpose – then link out if they want more.

• Add a clear CTA. Don’t assume they’ll know what to do. Include a direct call to action like “Shop now,” “Track your order,” or “Reply YES.”

• Use emojis or MMS if it adds value. A well-placed emoji or product photo can make your message stand out. Just keep it on-brand and avoid clutter.

• Don’t over-send. More messages don’t mean more sales. Stick to valuable, well-timed texts your audience will actually appreciate.

👀 Sneak Peek: Combining Email & SMS with Direct Mail

Email and SMS are the workhorses of retention—but what if there’s one more channel that can do what they can’t?

On this week’s episode of Send It!, we brought in Michael Epstein, Co-CEO of PostPilot and veteran of multiple 8- and 9-figure brands, to talk shop on direct mail—and how to actually integrate it into your retention strategy (without it feeling like a catalog from 1998).

Inside, we cover:

✅ How to identify customers actually worth mailing
✅ Tactics for combining DM with email/SMS in one seamless flow
✅ Creative ways to win back lapsed customers—offline

This isn’t a branding play. It’s retention with real lift.

🛎️ Subscribe to the channel and tap the bell to catch every new drop.

🔥 DTC Wins

DTC's favorite THC-infused beverage enters a new era. BREZ Founder, Aaron Nosbisch, just introduced 4 new tonics designed for every moment; from energy boosts to wind-down blends. To top it off, they locked in retail distribution with Sprouts for their THC-free line.

Annnnd that’s a wrap for this edition! 

Thanks for hanging with Chase and me—always a pleasure to have you here.

If you found this newsletter helpful (or even just a little fun), don’t keep it to yourself! Share ecomemailmarketer.com with your favorite DTC marketer. Let’s get them on board so they don’t miss next week’s drops.

Remember: Do shit you love.

🤘 Jimmy Kim & Chase Dimond

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