Mistakes happen. Someone mixed up a customer order or made up a bill wrong. You send out an email to the wrong list. There’s a bug in the rice. (This happened to me not so long ago.)
No matter how hard you try, how good your employees are, or how rigorous your quality-control process is, some things slip through the crack.
It’s how you manage after the mistakes where your company’s culture and customer support shows. How you handle the customer after she complains, or after you discover the mistake, determines whether you can manage to retain her.
When I got that tiny bug in my rice, the restaurant manager apologized profusely and when I refused another serving of rice, offered another dish as replacement. We were at a lunch buffet, but for the rest of the meal, we got served at the table. It’s been some months, and I still remember the incident, but I have mostly good feelings about that restaurant. In contrast, I’ve had many experiences at other restaurants where the wait staff made a mistake but were quite blasé about it.
So I found this recent email from the CEO of PowToon both amusing and admirable.
Diwali is next week. Did you send out special offers or greetings to your customers and prospects?
While everyone is talking about social media, email marketing remains an excellent way of nurturing your prospects and customers. In this post, I look at some common mistakes marketers make in email campaigns, through a few Diwali-themed marketing emails I received.
Wasting the Subject Line
Here is a screenshot of some Diwali offers in my inbox.
Didn’t we say, don’t keep your customers guessing? Well, if that wasn’t clear enough, here is a story of how a company can make it very difficult for potential customers to understand its offering. SocialEdge is a product (or service?) by Infosys. In their words:
“Infosys SocialEdge provides a comprehensive way to engage with consumers, influence their purchase decisions and provide post-purchase assistance”.
Does that tell you what SocialEdge actually is or does? It doesn’t even explain how it’s “social”!
One of the “rules” (read: “accepted practices”) of email marketing is to not use a lot of images in your emails. There are several smart reasons for this:
Unless the recipient has emails enabled by default, she only sees blank blocks where the images are until she clicks on “Display images.”
Since the recipient has to download images but can see text by default, focus on the text. The top first few lines of your email that get seen in the reading pane or without the recipient scrolling down are extremely important, and unless you have really involved subscribers you need to use text to engage their attention and get them to keep reading (or download the images).
Images take time to load, especially if your recipient has a slow internet connection.
Spam filters don’t like lots of images, especially an entire email that is just an image or a block of images.
All of which are good reasons to not use too many images in your emails. Look at this email I recently got after signing up for a free e-book.
Starting today, we’ll post a round-up of useful marketing news and tips every Friday, just in time for the weekend. So you can read on a lazy weekend afternoon and get to work on Monday improving your marketing!