We all want to feel appreciated, and your customers are no different. In fact, according to research conducted by the Peppers & Rogers Group, up to 60% of customers will stop dealing with a business that they feel is indifferent to them.
So how can you make your customers feel appreciated? Believe it or not, a simple customer “thank you” email can go a long way in creating a positive customer experience and brand perception.
In this article, we’ll go over the five key factors that contribute to a successful “thank you” email.
5 tips for writing a customer “thank you” email
1. Know the purpose of the email
You should never write a “thank you” email without clearly knowing its goal. Not having a clear purpose in mind will lead to unclear messaging and a generic sounding email, which is the last thing you want.
The purpose of your thank you email can range from:
Thanking someone for being a long time customer.
Thanking them for getting started with your product or service.
Thanking them for a referral.
Thanking them for giving feedback.
Thanking them for their patience during the troubleshooting of an issue.
And the list goes on.
Different situations require different ways of showing appreciation, which is why you can’t start writing an email until you’ve solidified its purpose.
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2. Humanize the message
A great “thank you” email has to sound like it actually came from a human being. We all receive blast emails from brands, and your customer service email has to stand out amidst all of that.
Here are some ways to humanize your customer “thank you” emails:
Send the email from a representative of the company: Use the email address of a person in the company rather than the generic and all too common “No reply” address.
Express emotions in the email: Showing emotions in your email is the easiest way to prove to customers that they are in fact hearing from a real person. Make sure your emotions align with the customer’s experience. For example, if the customer just reached a major milestone with your business, tell them how happy you are for their growth. On the other hand, if a customer is annoyed with your brand due to a recent issue that needed to be resolved, acknowledge their patience during a frustrating time.
Keep the email informal: In your “thank you” email feel free to use emojis, if appropriate for the audience. and if your customer uses slang, you can use it too. It’s even okay to include a joke or two to lighten up the mood.
Don’t try to sell your products or services: There’s no faster way to come across as insincere than pitching your business. These emails are all about appreciating the customer.
Below are two examples of customer “thank you” emails that kick butt at providing a human touch.
3. Personalize the “thank you” email
Your “thank you” email will be even more effective if you think in terms of the individual and not a group. You have to ask yourself: “How can I make this more relevant to each of my customers on a personal level?”
There’s a reason personalized emails have higher engagement rates. People want to feel like your message was meant for them.
Thankfully with today’s technology personalization at scale is easier than ever before.
Here are a few ways to personalize your customer “thank you” emails:
Include the customer’s first name in your greeting.
Send your customer a relevant gift to show your appreciation. For example, you could send a discount for the plan they’re on or office stationery with your company’s branding.
Get specific about what you’re thanking them for. If they gave a review, include details about the review and how their individual contribution helped.
Send emails on dates relevant to the customer. For example, you can send them a “thank you” email on their birthday or on the anniversary of when they became a customer.
4. Thank them again
After you’ve passed along the desired message, thank the customer again at the end of the email. It’s a great way to show that you value their time and input.
A simple “Thank you again for your [support, feedback, patronage, etc.]” is more than enough.
5. Give customers an opportunity to respond
In your emails, you should always give the customer a chance to continue to the conversation.
Let them know that your support is only an email away. This prevents the email from being one-sided and it’s also a great chance to engage with your customers and gather their feedback.
Here’s an example of a “thank you” email from one of our customer support reps. Notice how he ends the email with an opportunity for the customer to continue the conversation if needed.
Showing gratitude is one of the easiest ways to improve customer satisfaction. A great “thank you” email is personal, clear, and expresses gratitude toward the customer.
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