A significant amount of your interactions with customers will take place via email. Whenever customers receive an automatic welcome email or a purchase confirmation, you’re building their experience with your brand.
It’s important to set up strong strategies and actions in place to ensure that customers get the best experience when interacting with your business.
Here are a few helpful tips that will boost your email marketing while significantly enhancing a customer’s interaction with you.
Personalize Your Email Communication
Today, personalized email communication is extremely common, to the extent that getting an email addressing a user as ‘Dear Subscriber’ can be disconcerting.
Personalized email communication shows that your business is taking an extra step in interacting with users. It creates trust and shows that your business will look after a customer’s needs. It also boosts engagement with your brand. Statistics on personalized email marketing show that personalized emails boost open rates by 26% and that they deliver 6x higher transaction rates.
Creating personalized emails is easy today thanks to the availability of email marketing tools. Personalization is one of the cornerstones of better customer experience management. Make sure that it’s built-in to your email communication at all levels and for every interaction.
Segment Your Email List
One of the first steps that any business should perform when creating an email list is to segment it.
You can segment your email list based on different factors. Demographics, user purchase history, the time a user opens an email, and other factors are all useful data points.
Such data makes it possible to segment your email list and to drive targeted communication at the right time.
You’ll be able to send personalized and timely communication that increases your users’ engagement with your business. It will also boost conversions to a higher degree.
Timely and relevant content will ensure that users look forward to your communication. It will also build positive customer experience as users will associate your business with good content.
Use Polite Language
Today, it’s far more acceptable for businesses to make use of more informal and casual ways of speaking with customers. However, as a business, you need to maintain a consistently polite tone of voice throughout your interactions with customers. This is especially true when it comes to providing customer support.
Basic steps such as beginning your email conversations with a greeting and ending it with a thank you should always be followed.
Whenever you receive an email from a customer experience expressing any kind of dissatisfaction, be helpful and apologize.
Respectful and polite communication builds customer trust in your business. They’ll feel secure and continue working with you.
Maintain a Consistent Communication Style
Having a consistent voice throughout your communication with customers will help them perceive a clear brand image.
Whether you adopt a professional tone or a friendlier one, the important thing is to maintain the same voice across different communication channels. Customers will come to rely on expecting a certain level of interactivity and friendliness from your brand over time.
You can build a consistent communication style training your staff to use a specific tone of voice in writing and communicating with customers. Develop a brand persona and share it with your employees. You can create email templates, signatures, and examples for your employees to refer to.
It’s also important to maintain a consistent style on social media. You could add humor as social media platforms are often used for casual communication. You’ll need to strive for a balance between professionalism and light-heartedness to appear approachable and authoritative at the same time.
Use the Right Tools
Successful customer experience management requires the right tools. Without tools to track customer data, it’s not possible to offer individualized services. A Customer experience tool makes it possible to create a well-planned journey for your customers through email.
Such a tool or software will allow you to build templates, collect user feedback, and segment your email list.
You’ll also get analytics, reports, and other features that will give you essential data about your customer experience activities.
Another way that tools will help you manage customer experience is by automating your email marketing. In this way, you’ll boost customer responsiveness as well as improve engagement with your brand.
Remember to Follow Up
Always remember to follow up with customers’ issues when they email you. When you follow up with the customer it gives you the chance to close the conversation on a satisfactory note. It also shows that you’re willing to go the extra mile to help your customers.
Following up also helps you collect feedback which will help improve your customer experience strategies.
Take Surveys
The key to successful customer experience management is to consistently and regularly take feedback. You need to set up a customer feedback strategy as part of your email marketing practice.
Using a form tool plugin along with email marketing, you can automatically send feedback and survey requests after key interactions.
Activities such as buying a product or completing an online course are great opportunities for asking feedback. Use events like these to launch a Net Promoter Score survey to understand what’s working well and what isn’t.
Boost Customer Experience with Email Marketing
Email communication remains one of the most significant ways in which you can communicate with your customers. Maintaining consistently high-quality communication with a large number of customers is no easy task.
However, you can’t afford to neglect your customer experience strategies if you want to stand out from your competition. Today, customer experience is the key differentiator between brands.
People seek businesses that are able to provide highly interactive and personalized services.
You need to have the right tools and strategies to meet customers’ needs and go the extra mile.
We’ve looked at several helpful ways that you can boost your email communication to impact a customer’s experience.
Follow the suggestions given here to engage with your customers more and to build a positive rapport. You’ll ensure that you leave customers with a good impression of your brand.
