How you can increase customer loyalty with one email
You work hard to close the deal with a prospect. Once the prospect says yes, however, what then? Do you keep performing on the same level? Many salespeople and businesses stop giving 100% and do the bare minimum to get the customer signed up and new revenue coming in. But how long will the customer stay with you? The happier your customer is, the longer they will remain with you, which equates to more recurring revenue. Let's explore a few measures you can do today that come without any extra expense to increase customer happiness. Now, when a customer just purchased a product or service from you, what happens next?
They might need to set up an account or do some more steps to get started. However, before they come to that, here's something you need to do to reduce buyer’s remorse.
Buyer’s Remorse:
Buyer's remorse is the sense of regret after having made a purchase. It is frequently associated with the purchase of an expensive item such as a vehicle or real estate.
Source: Wikipedia
We want to congratulate the customer on their purchase and make sure they feel good about it. Sending an email is the first step. Let's talk about what should be in the email. Here's a quick example:
Hi John,
Thank you so much for the purchase of our XYZ training. We are excited to get started with you.
Here are tips and tricks for you to get set up:
Make sure you have these things prepared.
If you are curious and can't wait, why don't you read ahead in our training materials
here.
If you have any questions, please reply to this email.
Best,
Team
I want to discuss two important things with you here: Words & Framing. You might be familiar with phrases such as "We can't wait to get started" or "Please don't hesitate to get in touch with us." These phrases are problematic. Here's a quick experiment to demonstrate what I mean: "For the next 15 seconds, don't think about red cherries." And? Did you manage to accomplish this? Probably not. The brain doesn't understand negations very well. At first, it reads, "For the next 15 seconds, please think about red cherries," and immediately, you have a picture of red cherries in front of your inner eye. Therefore, when we write emails, we use sentences without negations to express how excited we are or what the customer should do to reach out.
Let's discuss Framing. An excellent example of that is an online shop. The customer orders something from the shop, gets the confirmation email, and sees something like this: "Delivery Time: 3-4 days." Pretty neutral. But here, we have another opportunity to shine and get them excited. Consider this: "Delivery time: In 3-4 days at your doorstep". Feels better, right? Instead of "Thank you for buying XYZ training," let's transform that to "We're so excited to have you onboard for XYZ training." It sounds friendlier, plus your customers feel more excited about the purchase overall.
These are a few small and straightforward steps you can do to increase your customer happiness without spending additional money. We want our customers to feel welcome, just as we welcome a friend to our home to ensure they enjoy the experience.
What “Thank You” Emails are you using? Share your thoughts in the comments. Also, if you are not a subscriber yet, please subscribe here: