5 Emails That Will Up Your Customer Centricity

Chris Mercer, marketing specialist for Flash Essay
Daniela McVicker, professional writer

ustomer centricity is business critical these days. But the more customers you have, the more difficult it can be to manage interactions with them. That’s where email marketing comes in. It’s an excellent and affordable tool for customer relationship management.

A few key automated email campaigns can reach the right customers at the right time and make them feel seen.

Keep in mind, however, that not all emails are created equal! It’s a fine line to walk between being helpful and being overbearing.

That’s why we’re going to introduce you to five automated email campaigns that will improve your email marketing and skyrocket your customer centricity along the way.

About the Authors

Chris Mercer, marketing specialist for Flash Essay, shares effective email writing techniques that increase customer satisfaction.

Daniela McVicker is a professional writer, a contributor to Top Writers Review and a blogger.


Don’t Leave Them Hanging

One of the first places where customer centricity plays a huge role is in your support team. The copy of the emails your support team sends needs to be warm, supportive and understanding without being placating.

In addition, your support emails should be frequent and brief. Nobody likes to feel that their emails aren’t being read, especially if they’re a paying customer. When customers reach out for support, do your best to help them as soon and as efficiently as possible.

While it’s understandable that some things require more time to be resolved, update customers anyway. They will appreciate your dedication to good communication.

An easy way to do this is to have a short automated email response for all support tickets. Thank them for their patience and give them an estimated time by which they’ll hear from you. Just setting up this one automated email will go a long way in making your customers feel acknowledged.


Check In When You Close the Ticket


Successfully resolving any issues that arise for customers is a cornerstone of excellent customer service. Do that and you’ll go a long way towards making your customers happy.

In addition, following up with customers is equally important. You should always ensure that any resolution you offered met a customer’s satisfaction. In the event that it didn’t, it’s necessary you find out how you can correct the situation.

Sending a friendly email to ask about their experience will let you know how customer service did. This, too, can be automated as a trigger mailing whenever a ticket is closed.

Starting with a simple “How did we do?” email with multiple choices and a field to input feedback will go a long way.

Bonus points if these emails include personalized content. For example, you could name the issue they had and its resolution. Or simply have the send-from name and signature be the support contact who helped them resolve the issue.

When customers are satisfied with the service they’ve received, they’re twice as likely to return.


Invite Feedback

Support isn’t the only department in your company that can benefit from inviting customer feedback. In fact, every business, in general, can benefit from feedback.

Regularly asking for customers’ opinions can help you find out what you’re doing well or what needs improvement.

A simple email to reach out to customers can be a low-pressure way to hear about their experiences. With busy day-to-day lives, customers don’t want to be hassled with constant calls or messages. So keep it short and simple to maximize its effectiveness

A quick 5-minute survey is a favorite way to find out how your business is doing. As a bonus, you can offer a giveaway or a raffle for participating in the survey. By incentivizing it, you’ll up the chances people will partake in it.

Sending a survey link in an email is a straightforward way to get perspective on your service. Customers who have something they want to share will make the time to fill out the survey.


Show True Customer Centricity With Personal Messages


Email campaigns and newsletters are an excellent way to build and maintain long-term relationships with your customers.

But don’t just send email blasts! Make sure to foster a relationship that is as personalized as possible. One way to do this is to include personalized content in all your emails and newsletters. But even more powerful are customer lifecycle mailings. These are automated email campaigns that go out at the right time to the right person.

Here are a few examples of customer lifecycle mailings that will personalize your relationship with your customers, making them feel cared for. They will remember those personal touches and feel closer to your company:

  • A welcome email: Not everyone is a fan of newsletters. So be gracious towards those who do sign up. Directly sending an email to say “thank you” or “welcome” to those who’ve signed up goes a long way.
  • A birthday email: A nice happy-birthday email is a fantastic personal touch. You can include a small present (discount or voucher) or just wish them well and let them know you’re thinking about them.

Share Some Perks With Early Access

50% of consumers prefer to receive promotions through email. In fact, plenty of people sign up to newsletters hoping to get deals or discounts.

Do your best to deliver and give your customers what they’re looking for. Developing a “club” for customers is also an attractive way to help loyal customers feel rewarded. Or you can share personalized coupons with newsletter recipients on special occasions.

One specific automated email campaign type that works well is a first-access campaign. Give newsletter recipients early access to sales. A trigger email set to send 36 hours before a sale to all contacts is a great way to make them feel appreciated.

Not only will they feel special for having first dibs, but they’ll also spread the word. So, you’ll have the opportunity to boost sales and increase your mailing list at the same time.

In Sum . . .

All in all, email marketing offers tons of ways to give your customers a better experience. Paying attention to their needs and delivering on promises will take you far.

Use your emails to connect with and help your customers, and you’ll have plenty of happy campers. Email marketing can be a great tool to ensure you’re running a customer-centric business.

Chris Mercer, marketing specialist for Flash Essay
Daniela McVicker, professional writer

About the Author


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