Thanking customers on your invoices can improve relationships and earn So, why should you be thanking your customer for their business in.
How does your company say thank you for your business?
If you answer “By supplying my customers with an excellent product or service,” you’re only halfway there. Customer delight is built out of many things — but it all starts with a thank you.
If you think that improving your thank you game is really just code for sending customers expensive gift items that are out of your budget — or for high-touch gestures that simply can’t scale — then you’re in for a refreshing surprise!
This week’s roundup is packed with goodness:
“Thank you” is one of the sweetest things your customers can hear. These resources are sure to bring smiles to their faces — and yours.
We’re all in the customer service business, say the folks at software company Help Scout.
They’ve got a good point. No matter what industry we’re in, every product or service we sell should come with a side-helping of customer satisfaction. And there’s no better way to start delighting your customers than with thanking them for their business.
If you’ve been stumped for ideas — especially for options that are a little off the beaten path — then Help Scout’s “Fun, Quirky, Memorable: 25 Ways to Thank Your Customers” is the article for you.
This isn’t a mere listicle. Each of the 25 tips comes with real-life examples, and many have resource links to additional articles, product websites or more information. Interested in sending a handwritten note to your customers? Check out the included resource for how to get your phrasing exactly right (and then see the other suggested links for some great stationery ideas).
Next-to-no-budget? No problem. Several of the ideas involve social media — meaning free, not counting your time! — and will be welcome additions to your thank-you stockpile. There are also ideas for brick-and-mortar business as well.
The article ends with a sweet little bonus: how to thank the ones who thank your customers. Internal customer champions are on the front lines of customer service, and their daily work has direct impact on your business’ bottom line. Thanking them is an extra-nice touch.
Whether you’re just beginning your customer delight efforts — or are just looking for exciting new ideas — this article is a gold mine of information.
Do you thank your customers for their purchase? And we don’t mean including an automated friendly message in their email receipt.
We mean a real, heartfelt thank you for your business message that comes outside of the purchase transaction.
If you don’t, marketing strategist Van Amenya thinks your business may be in for some troubled times. In his first-person article for Medium, “How Strong Is Your Thank You Game?” he relays a time he fielded a 911 call from a client who had seen his customer renewal rates plummet.
Amenya queried his client about standard customer follow-up and heard…crickets. There was no thank you, no appreciation, no contact whatsoever.
Amenya’s a copywriter by trade, but he sure knows how to salvage customer relationships. While his 6-step answer is not rocket science, it is a revolutionary processes for many businesses — especially for those industries where customer contact isn’t really required post-purchase.
Are you a service business? You’re not off the hook. Amenya’s advice goes double-duty for you (and it’s even easier to pull off).
He calls his solution an “easy fix” — and it is, in a way — but only if you’re wise enough to have put it into play in your business. What’s in your customer follow-up? If it needs some improvement, let this article be your gentle wakeup call.
Handwritten cards and stickers? Check.
We knew these items were in Buffer’s welcome arsenal, because when we participated in our first #bufferchat — the Twitter chat hosted by the popular social media company — we were wooed for our address and, within days, had received our hand-signed card and sticker stash.
But Buffer doesn’t stop there. In their article “Inside Buffer’s Community Delight: How and Why We Send Swag and What It All Costs” written by Nicole Miller, she cops to an entire “swag routine” to welcome customers and charm prospects.
Miller — not surprisingly, the same Buffer employee who sent us the stickers — spends an entire day each week on “Buffer love.” That’s 40-60 cards and packages mailed out — and a countless amount of goodwill.
But sending swag is serious business, and as Miller outlines the steps she takes, she makes it clear that swag is best appreciated when it’s tailored to the recipient (and even more when it’s a surprise). She outlines her whole strategy in the article — from how she sleuths out what to send, to the various vendors she uses, to how much it all costs the company.
There are some great ideas here (Moleskines? That’s a whole lotta love!) and Buffer’s swag repertoire is vast enough to showcase ideas and items to fit most budgets, even down to the very small.
But what’s most refreshing here isn’t the items at all; it’s the spirit of generosity and community in which they are given. And that’s something you can harness on any budget.
Want to learn more about the impact of Thank You on your business bottom line? Talk to the guy who wrote the book on it.
Business coach and bestselling author Michael F. Sciortino Sr. takes the idea of thanking customers to a whole new level in Gratitude Marketing.
Rather than just thanking customers once or twice, Sciortino wants us to weave appreciation into every customer contact. “When you combine relationship-building ideas with consistent nurturing, you create clients for life.”
Sciortino works and consults in the financial services industry, but the takeaways in his book apply to all businesses. The core tenets of Gratitude Marketing involve developing meaningful relationships and taking consistent steps to make clients feel appreciated and valued. Much of the book describes specific examples of how to do just that.
The payoff for all this effort? Long-term customer retention and delight. Although worthy in their own right, high satisfaction and trust will also bring in higher referral rates and easier upsells, says Sciortino — everything a business loves.
If you’re looking for more than just tchotchke ideas — if you’re interested in a more integrated way of expressing appreciation to your customers — this book is an excellent place to start.
“Technology should be transmitting joy.”
That’s what Kenji Larsen, CTO of Bond, has to say about about his brand’s unique combination of old-fashioned thoughtfulness and high-tech delivery. Which makes sense for a company that helps your business send personalized thank-you notes
over the internet — or even from your phone.
Bond offers a computerized process that takes your hand-crafted message and puts it — literally — pen to paper. The notes aren’t handwritten, but they sure look like they are. You can even create a font in your own handwriting, where no one would be the wiser.
More than just cards written in script-y font, Bond’s Business Solution addresses the features companies — or busy execs — would need to make a card-delivery system worth its salt, such as note scheduling and detailed reporting. (It even integrates with SalesForce.)
What about the ROI? There are two case studies — both in the premium/luxury space — that spell out how Bond can help with customer engagement and retention.
And if you’re having a hard time reconciling the idea of personal touch with a text-to-handwriting service, have a listen to the CEO Sonny Caberwal, who says intent is always the harbinger of thoughtfulness. Bond, he says, just makes it easy to act on that intent.
Thoughtfulness made easy. It just might be the thing your business is looking for.
Want some inspiration for saying thank-you to your coworkers as well? Check out Appreciation at Work: How to Thank Your Colleagues »
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Karen helps agencies and small businesses fix productivity leaks, expand operations and level up. Her specialties include project and operations management, design thinking for digital product design, and online course creation. Based in Portland, Oregon, Karen also leads speciality training instruction for missionaries and medical humanitarians on how to successfully navigate host-country detention. Don't miss Karen's free planning tools for business owners.
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This isn't to say you can't automate a message thanking new customers for their business; you just need to make sure the automated emails.
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.
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:
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.
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.
Below are two examples of customer “thank you” emails that kick butt at providing a human touch.
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.
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.
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.
Start creating elegant, mobile-friendly customer surveys today with GetFeedback’s free trial.
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Learn how to entice your customers to actually open your next email survey.
Your customers are the lifeblood of your business, so you should never take them for granted. Writing a customer appreciation letter is the perfect way to show them you care. Keep these tips in mind when crafting a customer appreciation letter.
Several customer interactions can prompt an appreciation letter. Seizing all these opportunities will let your customers know just how much you appreciate them.
Sending a note with every purchase — or after a customer books with you if you’re a service business — shows your customers how much you appreciate their support. You could write something like this: “Thank you for purchasing [product or service name]. Support from customers like you is so important to the ongoing success of our business. We really hope you love your new goodies/were satisfied with the service we delivered.”
Sometimes a delay in shipping products is expected. This occurs for a few reasons:
1. When you’re creating a custom item for a client.
2. A certain product is out of stock.
3. Your product is still in development but being financed through crowdfunding.
In all these instances, it’s good practice to send customer appreciation letters before the goods arrive.
In these circumstances, you could write, “Thank you for your recent purchase of [product]. This product is currently out of stock/in development/being made with care. We’ll have it ready for you as soon as we can and send it along to you as soon as we’re able. We expect your goodies will be ready to ship in four to six weeks. If anything changes, we’ll be sure to let you know!”
Only include the details about when the item might ship if you have a good idea when this might be possible. Customers love to know what to expect and will handle delays better if they know how long they’ll last. Be realistic in your estimate though, as customers hate being disappointed.
You’ve made the sale and collected the coin, so your work is done, right? Not if you’re a savvy business owner. Taking the time to follow up with a customer appreciation letter will convince a new customer to become a regular one. Loyal shoppers will also appreciate the recognition of their ongoing support.
You might write, “Thank you so much for your recent purchase of [product/service.] We hope you are enjoying your product/think we did a great job. If you’d like to tell us more about your shopping experience with us, we’d really appreciate it! We look forward to serving you again in the future.”
Any feedback you collect could be used to promote your business. Even if customers don’t want to share their point of view, simply being asked makes them feel valued. Just remember to gain permission before using any customer comments in your advertising campaigns.
Offering thoughtful feedback to an organization takes time and effort. Show your customers you value their comments with another appreciation letter.
Both positive and negative feedback deserve an appreciation letter, as both comments can teach you a valuable lesson. Positive feedback tells you when you’re connecting with your customers and getting things right. Negative feedback may be even more valuable to your business. When people criticize your business, products, services, etc, you can identify what’s not working and put strategies in place for a change.
Regardless of the tone of the feedback, always make sure to thank customers. After receiving negative feedback, you should apologize that the customer’s experience was less than ideal. You may like to share any measures you’ll take to improve things in the future.
For example, you could write, “Thank you for sharing your feedback about your recent experience dining in our restaurant. We’re sorry your steak meal didn’t meet your expectations. Our chef recently underwent further training, which has significantly improved the quality or our steaks. We would like you to see the positive changes we’ve made and enjoy a complimentary meal on us. Simply mention this letter in your booking. We hope to see you soon.”
Customer appreciation letters help e-commerce companies lower their cart abandonment rates. Show appreciation for consumers simply considering your business. Cart abandonment, which occurs when online shoppers leave items in their virtual shopping carts without checking out, plagues the online retail industry. Studies estimate around $4 trillion worth of merchandise is abandoned before checkout.
Many companies attempt to combat cart abandonment by sending follow-up emails to their online shoppers, but these are often ineffective. Americans receive around 147 emails every day and open only 18.16% of commercial emails. It’s easy to see why email prompts fall flat.
If the shopper already has an account with you, you’ll know their shipping address. This means you can mail them a customer appreciation letter. A tangible customer appreciation letter bypasses your recipient’s crowded inbox, so it’s much more likely to be opened and read. This kind of correspondence tells your potential customer they’re more than just a number to you. This might just give your recipient the push they need to purchase their items.
A good customer appreciation letter sent after a shopper abandons their cart might read, “We’re so glad you’re a [company] shopper. We noticed that you still have [products] in your cart. If you have any questions about these products, we’d be happy to answer them. Please let us know if there’s anything we can do to make your shopping experience easier.”
Holidays and special occasions are also great opportunities for telling your customers you appreciate them. Customer appreciation letters or cards sent around the holidays, birthdays, and Valentine’s Day are cute ways to show you care. You might also send an appreciation letter to long-term customers on their “shopping anniversaries.” A gift voucher, promotional code, or free gift at these special times can make shoppers feel extra appreciated.
You needn’t wait for a particular occasion though. A customer appreciation letter that’s sent “just because” can really make a customer feel special. This letter might read, “I’m just writing to say we’re so glad you’re a [company] shopper. Loyal customers like you help our business thrive and grow. There’s no better time than now to say thank you for just being you! If we can ever make your shopping experience better, please let us know.”
Modern consumers expect a personalized experience every time they interact with businesses. Tailored product recommendations and geo-specific information have become the norm. When you’re writing customer appreciation letters, personalization is more important than ever.
It all starts with the greeting. You should always address your customer by name. In the contemporary world, “Dear Sir/Madam” or “Dear customer” simply doesn’t cut it. Generic greetings make customers feel like numbers or sales figures rather than real, appreciated people. That name is all-important. If you’ve had a positive interaction with the customer, you can probably use his or her first name in your greeting. If you’re thanking the customer for negative feedback, err on the side of caution and use the more formal Mr. Smith or Ms. Smith, for example.
Take your personalization further by tailoring your letter to the customer. When you’re thanking customers for their purchases, mention what they bought. If they gave great feedback, mention what they said and why it was helpful to your business. Customers can spot form letters from a mile away, and they don’t like them.
Customer appreciation letters are business letters, but they shouldn’t have the formal tone of most corporate correspondence. Imagine you’re having a conversation with the recipient and use the same language and phrasing you would if you were talking. Simple words are usually more effective than complicated ones. Colloquialisms are also acceptable, as they will make your letter seem more personal and friendly.
Sincerity is also important. Your customer really should feel like they’re appreciated. Avoid gushing and using superlatives, like suggesting the customer is the greatest customer you’ve ever had. Such bold claims will seem disingenuous and can undermine the intent of your correspondence. Simply writing from the heart is always effective.
A good customer appreciation letter will usually be a couple of paragraphs long. This length gives you time to state what customers have done to make you appreciate them and how their actions have impacted your business.
Few customers will have the time or inclination to read a customer appreciation letter that’s any longer than a couple of paragraphs. When you ramble on, you also run the risk of seeming over the top and insincere. If your letter is longer than a few paragraphs, cast a critical eye over it and cut it down. Be concise and to the point for the greatest impact.
On the other hand, a customer appreciation letter shouldn’t be too short, either. A very short letter can seem abrupt or abrasive. Taking the time to craft a well-thought-out letter shows you really do appreciate your customers.
When it comes to customer correspondence, the little things like grammar and spelling are big things. Take time to pay attention to the details and make sure your letter is free of mistakes.
If you’re unsure of spelling, use a dictionary. Double-check and triple-check the spelling of each customer’s name. How appreciative can you be if you don’t even have the customer’s name straight?
If you’re weak on spelling or grammar, ask a trusted friend or colleague to proofread your letters for you. Sending a polished, error-free customer appreciation letter makes your organization look professional. It also shows that you’ve taken care in composing your correspondence. No one will truly feel appreciated if they think you’ve rushed through writing their letter.
In today’s digital age, handwritten communication is becoming increasingly rare. This is true despite 64 percent of Americans saying they prefer receiving handwritten communication to electronic emails. Give the people want they want and hand-write your customer appreciation letters.
A handwritten customer appreciation letter has a personal touch that a typed letter just can’t replicate, no matter what its message is. Handwritten letters take time. They also can’t be sent in bulk. Customers understand this and tend to feel more appreciated when they receive them.
Of course, the time it takes to craft handwritten customer appreciation letters can be a significant barrier to growing a large business. Handwrytten is here to help. Our revolutionary service integrates with popular management systems, like Salesforce and Zapier, so customers can automate their customer appreciation letters. Innovative technology means these printed letters are virtually indistinguishable from letters written by hand.
Timing is everything when it comes to customer appreciation letters. If your appreciation letter is responding to a specific event, like purchasing a product or offering feedback, send it as soon as possible after that event. Within the first 24 business hours after the event occurred is ideal. When you prioritize sending your customer appreciation letters, it shows you truly are grateful. Appreciation letters sent much later seem like afterthoughts. Send your appreciation letter too late and the customer may not even remember why you’re appreciative in the first place!
Timeliness also matters for letters celebrating birthdays, holidays, and other occasions. These letters should ideally reach the recipient a week before the event. Arriving early is always better than arriving late. Sending your letters early gives a buffer against postal delays beyond your control. Holiday cards are best sent well before December 25, as many customers will go away for the holidays. Send these in the first week of December to ensure they’re not left sitting unopened in mailboxes over the festive break.
Customer appreciation letters can create goodwill toward your company, encourage repeat business, and turn casual customers into brand advocates. Keep best practices in mind to create the most effective customer appreciation letters.
But it's true authenticity in a handwritten note that makes your customer feel truly loved. It might be for a customer, or a friend, a business partner. If there's a.
All Letters» Business Letter» Thank You Letters to Customer [Company name] takes pride in giving priority to their customers and looking after their needs.