While it has been reported that up to 60% of customers will stop dealing with a business that they feel is indifferent to them – taking customer appreciation seriously is of great importance. When it comes to customer appreciation strategies, however, many businesses are missing out on many ways to express gratitude to their loyal customers. Thank you emails, in particular, still remain a largely underestimated marketing tactic.
Customer appreciation emails are used strategically by businesses to strengthen personal customer relationships and humanize their brand. A well-structured, personalized appreciation email sent at the right moment has almost the same impact as thanking a customer personally, and can truly go a long way in creating a positive customer experience and brand perception.
There is definitely no bad time to thank customers and show your appreciation, but certain times and occasions would naturally appear more appropriate. Though thank you emails should not necessarily be sent only when customers buy something. If you are using an email marketing automation platform, appreciation emails can be triggered based on various user actions. Thus, they can be sent:
When writing a thank you email consider the following 10 steps to make it relevant and efficient:
1. Think of the best subject line
Subject lines are considered important as they can often influence whether a recipient will actually open an email message. A report by Retention Science found that subject lines with 6 to 10 words deliver the highest open rate. While keeping a reasonable length, make sure also to make the subject catchy and preferably more creative than a plain ‘Thank you’.
2. Start with the correct greeting
The right greeting sets the tone of the entire message. If you know the recipient, you can start a message with "Hi ..." or "Dear ...". If the message is rather informal, refer to the recipient by their first name. Otherwise, address the recipient as "Mr." or "Ms.," followed by their last name.
3. Express appreciation and give specifics
Get straight to the point and be specific about what exactly you are thanking them for. As the message should be all about appreciating the customer, avoid pitching your business, unless you are providing educational content, a special offer or something else valuable.
4. Humanize the message
Make the message sound as human as possible. Consider addressing the email from a real person at your company instead of the generic and all too common “No reply” address. Another way to humanize the message is using emojis, if appropriate.
5. Add some personalization
Personalized emails have higher engagement rates. In fact, studies have shown emails with personalized subject lines are 26% more likely to be opened than those without. You can also personalize the message by including more specifics of what you are thankful for.
6. Maintain a friendly but professional tone
Depending on your audience, while it might be quite acceptable to write in a slightly informal manner and use some humor, it’s still essential to maintain an overall professional tone, meaning no slang and colloquialisms.
7. Look toward the future
Prevent the message from being one-sided by giving customers a chance to continue the conversation and letting them know that your support is a just a few clicks away: “If you have any questions about using our product/ service in the future, please don't hesitate to contact me via live chat or email."
8. Say thank you again
After you’re done with the main message, it might make sense to close an email with a final line by thanking the customer once more: “Thanks again for your feedback/ for your support/ for the purchase/ for being a loyal customer for years.”
9. Use the appropriate closing
When choosing the right closing phrase, the degree of formality will depend on the recipient. Some of the most common business-appropriate closings can include: "Respectfully ...", "Sincerely ...", "All the best ...", “Regards/ Best regards …”, “Gratefully”, “Have a wonderful day/weekend ...”.
10. Proofread before sending
Before hitting ‘Send’, proofread the entire message to ensure it reads smoothly, conveys your precise meaning of expressing appreciation and gratitude, and there are no typos or embarrassing grammar mistakes that can ruin the impression.
1. Thanking a customer for the purchase
Thank you for your order! We’d like to inform you that your payment has been confirmed and your order No. ******** has been successfully processed.
Once your items have been packed, they will be shipped to you immediately. Meanwhile you can check the current status of your order at any time by clicking this link.
If you have any queries regarding your order, please do not hesitate to contact us.
Thanks again for your purchase. Hope you enjoy shopping with us!
2. Thanking a customer for the referral
****@gmail.com installed Dropbox after getting your invite. To thank you, we’ve awarded you 500 MB of bonus space. You now have 12,75 GB on Dropbox!
- The Dropbox Team
P.S. To get even more space, invite your friends or upgrade your Dropbox!
3. Thanking a customer for their feedback
Thank you for your feedback! I'm delighted to hear that you had a great experience interacting with our customer support team. I completely understand how rewarding it can feel when your problem is solved within minutes, and I'm glad to hear that our support team was able to do just that.
Feedback like yours helps us deliver better customer experiences by knowing what we are doing right and where we can improve. So, I really appreciate you taking the time to send us your response.
If you have any more questions, comments, or concerns, don't hesitate to reach out!
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