As a business, it is critical to collect customer feedback on a regular basis because it is some of the most valuable information you can obtain. Listed below are some pointers to assist you in obtaining valuable customer feedback via email.
Begin with a subject line that grabs the reader’s attention
If you are unable to persuade your reader to actually open your email, all of your subsequent efforts will be rendered ineffective.
It is critical that your subject line stands out from the rest of the messages in your recipients’ inboxes as they skim through the slew of unread messages. Furthermore, it needs to provide a hint as to the email’s content while also being compelling enough to entice them to actually open it – all in the space of a few words.
Fortunately, there are a variety of techniques you can employ to come up with the most effective email subject lines for your customer feedback emails, as detailed below. If you address your recipient by their first name, ask them a question, are amusing in your tone, or use an emoji, your email will stand out and increase the likelihood that it will be opened.
Because it is such an important component of the process, you should consider A/B testing your email subject line. The A/B testing method allows you to compare different subject line options on a small portion of your email list in order to determine which performs the best. For an understanding of how the process works, consider looking at some AB test examples.
Personalize your correspondence with the recipient
Because the phrase “Dear customer” has become such an archaic and impersonal greeting, many of us instinctively dismiss these messages as irrelevant bulk marketing or spam. It gives the impression that the sender didn’t care enough to even bother to learn our name, which is definitely not the message you want to convey if you’re asking a customer to perform a favor for you.
By addressing your customer by their first and last name, you demonstrate your appreciation for them. If you feel the need to go a step further, include a little bit of your company’s personality in the email. To engage your reader and develop a stronger relationship with them, you can use emojis, humor, puns, and images, among other techniques.
Include an Incentive
If at all possible, consider rewarding your customers for their participation by providing them with something of value. Not only is this a good strategy for gathering significant customer feedback – after all, who doesn’t enjoy a good prize draw or discount? – but it also serves to re-engage your recipient with your brand, with the potential to convert dormant customers into active ones.
In addition, incentives do not have to be prohibitively expensive. Coupons, charitable contributions, free downloads, and even members-only access are all examples of inexpensive incentives that you could provide.
Sending emails to the appropriate customers at the appropriate time is essential
Someone who has only glanced at your website is probably not the best person to contact if you’re looking for customer service feedback. An email requesting product feedback from someone who hasn’t purchased anything would be treated in the same way.
If you have a large email list, it can be difficult to keep track of individual customers’ purchasing journeys, which may seem obvious at first. By categorizing your customers and implementing email automation strategies, you can ensure that the right people are reaching out to them at the right time and with the right message.
Your customer service feedback emails should be sent at the right time of day, as you want to contact the recipient while their experience with your brand is still fresh in their minds.
Finish with a call to action
A compelling call to action (CTA) is an essential component of any successful feedback request. Whether you want the recipient to respond to your email, answer an embedded question, or participate in a survey, you must make sure that the action that your user should take is clearly stated in the email.
It is a good idea to make this section of the email stands out from the rest of the email. To draw attention to your call-to-action, you could use bright colors, bold fonts, or even imagery. In addition, don’t forget to hyperlink if you’re sending them to an online survey.