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Writing a personalized email that makes the customer smile with expectation is tricky but here are 10 effortless ways to personalize your customer success emails.
These are the times of communicating over social media and other instant messaging apps. Be it a simple query to a stranger or an informal chat with a potential customer, chats and messaging provide a quick and direct response. But much as you might prefer this communication platform, writing a personalized email that makes the customer smile with expectation is tricky but a game-changer for your business. Yes, customers’ personalized email marketing experience can make or break your business in this digital era.
So, how do you do that? Well, automated emails that segment and funnel various types and levels of customers are one thing. But if yours is a small business, you can maintain a segmented email database all by yourself, too. You will need to chart out a few basic information about your customer and add that personal touch to the emails.
Picture this: you walk into a store to purchase something. One of the staff members instantly recognizes you and says, “Hey, Peter, we have just got a pair of sunglasses that will go well with the black trouser that you brought last month!” Will it not make you feel warm and special?
Well, a personalized email is supposed to do just that! Read on to know how to ace writing customized emails, but before that, let’s take a quick look at what are the things about the regular marketing emails that irk a customer:
If you run a large company or have the technical expertise, you can even let the customer control how and when they receive the email. You can look at giving email subscribers keyword-level control over what appears in your emails. You can even offer variant choices of emails (HTML, plain text, newsletter, etc.). You can let them choose the frequency with which they receive your emails (daily, weekly) and even the time (day or night). Over and above all this, you can word your customer success emails in a warm, empathetic manner that makes customers want to read them.
With email automation helping both CSMs and customers send out and receive amazing emails, a bit of strategizing can go a long way in getting better opening rates for your emails and even driving business through it. A couple of things you could do further to personalize the emails would be:
Personalization is the key to high opening rates when it comes to customer success emails. Get a feel of your target audience and then adjust your writing strategy to meet their expectations. For example, suppose you segment your customers correctly. In that case, you can send emails in American English to Americans and add cultural inferences to emails you send to a customer at another location.11
Research shows people have a strong dislike of unwanted information overload. So, the personalization of emails will address this issue. It shows that you care about them and respect their time. Plus, they’ll get the feeling that you know them and what they want. And once you reach this level of bonding with a customer, you and your product will become a habit with him. And that’s exactly what you want!
Sandhya has over 17 years of experience across pre-sales, implementation, automation and Customer Success Management. Her vast experience encompasses both managing internal and external stakeholders and expectations. Her strength lies in planning, organizing and problem solving, that makes her highly efficient and effective team member.
Published 5 Nov 2021, Updated 5 Sep 2022
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