Send a Hug, Say “Thank You.”
Non-promotional emails can say a lot to customers, like “Thank You.” This morning after spending about thirty minutes being groggy and trying to keep my eyes open at breakfast, my $1 coffee kicked in. Yes, coffee for a dollar, even more it was somewhat tasty. As I was walking out of the café I was exited by three people who all said “Thank you for stopping, have a great day.”
Now, let’s back track a bit to the E-dialog Summit I’ve had the pleasure to attend these past few days. One of the round table discussions was non-promotional emails, which presented ideas on various non-promotional emails. One idea was the thought of good will or “Hug” emails. These emails are simple messages that say thank you and encourage a positive customer experience.
Thank you for signing up for our emails – Everyone and their brother has a email sign up form on their website, 90% of those sites lack details on what the visitor should expect by providing their valuable email address. By sending a follow up email saying thank you, here is what to expect. Whether it is a weekly email packed full of specials, information on new products, tips and tricks for success or anything in-between, your Thank You for Signing Up email provides information and opens n opportunity to provide a promotions to influence more shopping!
Thank you for shopping with us / Thank you for visiting our site – Think of your online experience as a shopping experience at a store, every store you go to a number of employees thank you for shopping/visiting. Incorporate that simple point of contact into your email program. Sure you may say thank you on the checkout page or the request for information page, but reaching out via an email message is a little more personal. If you are able to add more dynamic content relating to the purchase; try adding product information, recipes, tips on usage, ect. Relative information provides reasons to read and save emails. I even suggest going the next step and adding “Have a great day!” to your emails.
Thank you for requesting more information / Thank you for contacting support – One of my personal pet peeves is not knowing when someone is going to respond to my question/concerns. Hence why most people prefer to call for help, there is a lack of knowing. Supply general response times, if you value yourself on proving responses within 2 hours of inquiry, let the customer know this. If your response time is generally 24-48 hours after inquiry, make sure your customer is aware of this and hire more people who can type faster!
More examples of hugging via email:
Thank you for your readership
Thank you for your recent call into customer support
Happy Birthday
Happy Anniversary
Happy Holidays
Happy Thanksgiving
Happy New Years
Emails should be part of your customer service experience. I emphasize on the experience aspect because you want your customers to have an overall rewarding experience, leaving with only good feelings about their purchase and your brand.
Hugs all around!
2 Responses to “Send a Hug, Say “Thank You.””
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James, I would just like to say, “Thank you”. I do enjoy a nice hug, too from to time! It really is the little thank yous and nice feel good comments, emails, text messages, that just make a person feel good, or in this idea makes a customer feel valued to the company.
[...] James added an interesting post on Send a Hug, Say âThank You.âHere’s a small excerpt… on the experience aspect because you want your customers to have an overall rewarding experience, leaving with only good feelings about their purchase and your brand. Hugs all around! Tags: Email Marketing · Marketing Strategy … [...]