Follow Up Email: What to Include in Your Order
Follow Up Email: What to Include in Your Order
Once a customer has made a purchase from your site, you don’t want the customer to think that the relationship is over and done and they will never hear from you again. Keep in touch with them, and find out of they are happy with what they ordered. The idea should be: “Thank you for your purchase. What else can we do for you?” Building a follow-up relationship will take time and effort, but the strong customer relationship is worth it.
Once customers purchase something, send them an email order confirmation. Then follow up with order status update including, shipping notice and shipping confirmation emails. Once they receive the item, give them a couple of days to get to know it, then send them a satisfaction survey or review request, and offer a discount code for a future purchase. This kind of value in an email can not only generate revenue but adds value for the customer to continue shopping on your site.
It’s OK to use a little bit of humor in these follow ups. One popular clothing company sends out a review request email shortly after the package arrives. The email is eye-catching and colorful. At the top, it says “It’s Judgement Day.” The email says, in part, “I’m nervously awaiting your verdict. How’s the fit? How about the colour? Does it fit like a glove or itch like a flea? Review your purchase and help your fellow shoppers with their shopping decisions, whilst giving us the thumbs up or down for our part in the whole affair.” The language isn’t stodgy or typically of a corporation. This gives your company personality and helps the customer to feel engaged with wanting to let their feelings known.
In the email are images of the items that were ordered, along with a “write a review” button underneath each one. That not only serves to jog the memory of the person without having to actually go and retrieve the item, but it makes it one-click easy to review it.
