Posts
Posted by Sean Cohen
The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service in the name of automation?
Today, finding customer support is as simple as writing an e-mail or picking up the phone. But, even though you’re not face-to-face with your customers, you still leave a lasting impression. Do you come across as caring and competent, or menacing and mechanical?
Offering stand-out service on the Internet isn’t as hard as it is rare. Take these simple steps towards old-style service in the digital age:
1.Give Each Customer a Personal Response
2.Be Clear, But Sincere
3.Offer Live Customer Support
4.Make Sure Your Support Reps Have All the Answers
Give Each Customer a Personal Response
When a customer sits down to e-mail your company, it’s because he needs help. He chooses e-mail because it’s quick, but his request still warrants a satisfying and personal response!
Companies eager to save time and money often take automation too far in their customer support. Each customer has a unique question, and deserves a unique answer. Even if you save time by copying and pasting stock replies, change the opening and closing to make the message sound less robotic.
Be Clear, But Sincere
When responding to customers’ e-mail, be sincere and to the point. Before sending a message, try turning the tables. Ask yourself, “Would this answer satisfy me if I were the customer?”
Take that extra moment to give your customer the help he deserves. It might mean the difference between a satisfied customer and a credit card chargeback!
Offer Live Customer Support
E-mail has become an acceptable form of communication. But, live customer support is still necessary. The plethora of information available online can be overwhelming to customers, especially those new to the Internet!
Single your company out from the crowd by providing customers with a real person to talk to. Live phone support is an invaluable way to foster trust. When your customer has reached the end of his Internet rope, and just needs help, your toll free number is the answer he’s looking for.
Make Sure Your Support Reps Have All The Answers
The presence of phone support will do no good if your staff doesn’t know your product! Customer support reps should be warm and friendly, and willing to help with any aspect of your product.
What a good feeling it is to talk to someone who feels confident in his product. It’s even better if he’s knowledgeable enough to solve your problem without transferring you all around the company!
Provide Stand-Out Service; Gain Lifelong Customers
Too many e-businesses skimp on customer service, hiding behind web sites and message boards. Customer support is an integral part of every company, even those operating solely online. Be one of the few to offer stellar service, and gain customers for life!
AWeber Creates Lasting Customer Relationships For You With Email Newsletters, Autoresponders, RSS to Email and Other Email Marketing Tools.
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Showing posts with label Email Marketing. Show all posts
Showing posts with label Email Marketing. Show all posts
Sunday, July 12, 2009
Sunday, July 5, 2009
Do Your Potential Customers Forget About You?
Posted by Tom Kulzer (AWeber CEO)
Your web business probably gets product inquiries from potential customers around the globe. Inquiries come via e-mail and your web site, and you try to send information to each hot prospect as quickly as you can. You know that you can drastically increase the likelihood of making a sale by satisfying each person’s need for information quickly!
But, after you’ve delivered that first bit of information to your prospect, do you send him any further information?
If you are like most Internet marketers, you don’t.
When you don’t follow that initial message with additional information later on, you let a valuable prospect slip from your grasp! This is a potential customer who may have been very interested in your products, but who lost your contact information, or was too busy to make a purchase when your first message reached him.
Often, a prospect will purposely put off making a purchase, to see if you find him important enough to follow up with later. When he doesn’t receive a follow up message from you, he will take his business elsewhere.
Are you losing profits due to inconsistent and ineffective follow up?
Following up with leads is more than just a process - it’s an art. In order to be effective, you need to design a follow up system, and stick to it, EVERY DAY! If you don’t follow up with your prospects consistently, INDIVIDUALLY, and in a timely fashion, then you might as well forget the whole follow up process.
Consistent follow up gets results!
When I first started marketing and following up with prospects, I used a follow up method that I now call the “List Technique.” I had a large database containing the names and e-mail addresses of people who had specifically requested information about my products and services. These prospects had already received my first letter by the time they requested more information, so I used the company’s latest news as a follow up piece.
I would write follow up newsletters every now and then, and send them, in one mass mailing, to everyone who had previously requested information from me. While this probably did help me win a few additional orders, it wasn’t a very good follow up method. Why isn’t the “List Technique” very effective?
•The List Technique isn’t consistent. Proponents of the List Technique tend to only send out follow up messages when their companies have “big news”.
•List Technique messages don’t give the potential customer any additional information about the product or service in question. He can’t make a more informed buying decision after receiving a newsletter! If someone is wondering whether your company sells the best knick-knacks, what does he care that you’ve just moved your headquarters?
•List Technique messages convey a “big list” mentality to your potential customers. When I used to write follow up messages using the List Technique, I was writing news bulletins to everyone I knew! I should have been sending a personal message to each individual who wanted to know more about my products.
What follow up method really works?
Following up with each lead individually, multiple times, but at set intervals, and with pre-written messages, will dramatically increase sales! Others who use this same technique confirm that they have all at least doubled the sales of various products! In order to set this system up, though, you need to do some planning.
First, you’ll need to develop your follow up messages. If you’ve been marketing on the Internet for any length of time, then you should already have a first informative letter. Your second letter marks the beginning of the follow up process, and should go into more detail than the first letter. Fill this letter with details that you didn’t have the space to add to the first letter. Stress the BENEFITS of your products or services!
Your next 2-3 follow up messages should be rather short. Include lists of the benefits and potential uses of your products and services. Write each letter so that your prospects can skim the contents, and still see the full force of your message.
The next couple of follow up messages should create a sense of urgency in your prospect’s mind. Make a special offer, giving him a reason to order NOW instead of waiting any longer. After reading these follow up messages, your prospect should want to order immediately!
Phrase each of your final 1 or 2 follow up messages in the form of a question. Ask your prospect why he hasn’t yet placed an order? Try to get him to actually respond. Ask if the price is to high, the product isn’t the right color or doesn’t have the right features, or if he is looking for something else entirely. (By this time, it’s unlikely that this person will order from you. However, his feedback can help you modify your follow up letters or products, so that other prospects will order from you.)
The timing of your follow up letters is just as important as their content. You don’t want one prospect to receive a follow up the day after he gets your initial informative letter, while another prospect waits weeks for a follow up!
Always send an initial, informative letter as soon as it is requested, and send the first follow up 24 hours afterwards. You want your hot prospects to have information quickly, so that they can make informed buying decisions!
Send the next 2-3 follow up messages between 1 and 3 days apart. Your prospect is still hot, and is probably still shopping around! Tell him about the benefits of your products and services, as opposed to your competitors’. You will make the sale!
Send the final follow up messages later on. You certainly don’t want to annoy your prospect! Make sure that these last letters are at least 4 days apart.
Following up effectively seems complicated, but it doesn’t have to be! So many potential customers are lost because of poor follow up - don’t you want to be one of the few to get it right?
AWeber Creates Lasting Customer Relationships For You With Email Newsletters, Autoresponders, RSS to Email and Other Email Marketing Tools.
Sign up for an AWeber account, and get FREE instant access to the revealing e-mail secrets of Jonathan Mizel.
Your web business probably gets product inquiries from potential customers around the globe. Inquiries come via e-mail and your web site, and you try to send information to each hot prospect as quickly as you can. You know that you can drastically increase the likelihood of making a sale by satisfying each person’s need for information quickly!
But, after you’ve delivered that first bit of information to your prospect, do you send him any further information?
If you are like most Internet marketers, you don’t.
When you don’t follow that initial message with additional information later on, you let a valuable prospect slip from your grasp! This is a potential customer who may have been very interested in your products, but who lost your contact information, or was too busy to make a purchase when your first message reached him.
Often, a prospect will purposely put off making a purchase, to see if you find him important enough to follow up with later. When he doesn’t receive a follow up message from you, he will take his business elsewhere.
Are you losing profits due to inconsistent and ineffective follow up?
Following up with leads is more than just a process - it’s an art. In order to be effective, you need to design a follow up system, and stick to it, EVERY DAY! If you don’t follow up with your prospects consistently, INDIVIDUALLY, and in a timely fashion, then you might as well forget the whole follow up process.
Consistent follow up gets results!
When I first started marketing and following up with prospects, I used a follow up method that I now call the “List Technique.” I had a large database containing the names and e-mail addresses of people who had specifically requested information about my products and services. These prospects had already received my first letter by the time they requested more information, so I used the company’s latest news as a follow up piece.
I would write follow up newsletters every now and then, and send them, in one mass mailing, to everyone who had previously requested information from me. While this probably did help me win a few additional orders, it wasn’t a very good follow up method. Why isn’t the “List Technique” very effective?
•The List Technique isn’t consistent. Proponents of the List Technique tend to only send out follow up messages when their companies have “big news”.
•List Technique messages don’t give the potential customer any additional information about the product or service in question. He can’t make a more informed buying decision after receiving a newsletter! If someone is wondering whether your company sells the best knick-knacks, what does he care that you’ve just moved your headquarters?
•List Technique messages convey a “big list” mentality to your potential customers. When I used to write follow up messages using the List Technique, I was writing news bulletins to everyone I knew! I should have been sending a personal message to each individual who wanted to know more about my products.
What follow up method really works?
Following up with each lead individually, multiple times, but at set intervals, and with pre-written messages, will dramatically increase sales! Others who use this same technique confirm that they have all at least doubled the sales of various products! In order to set this system up, though, you need to do some planning.
First, you’ll need to develop your follow up messages. If you’ve been marketing on the Internet for any length of time, then you should already have a first informative letter. Your second letter marks the beginning of the follow up process, and should go into more detail than the first letter. Fill this letter with details that you didn’t have the space to add to the first letter. Stress the BENEFITS of your products or services!
Your next 2-3 follow up messages should be rather short. Include lists of the benefits and potential uses of your products and services. Write each letter so that your prospects can skim the contents, and still see the full force of your message.
The next couple of follow up messages should create a sense of urgency in your prospect’s mind. Make a special offer, giving him a reason to order NOW instead of waiting any longer. After reading these follow up messages, your prospect should want to order immediately!
Phrase each of your final 1 or 2 follow up messages in the form of a question. Ask your prospect why he hasn’t yet placed an order? Try to get him to actually respond. Ask if the price is to high, the product isn’t the right color or doesn’t have the right features, or if he is looking for something else entirely. (By this time, it’s unlikely that this person will order from you. However, his feedback can help you modify your follow up letters or products, so that other prospects will order from you.)
The timing of your follow up letters is just as important as their content. You don’t want one prospect to receive a follow up the day after he gets your initial informative letter, while another prospect waits weeks for a follow up!
Always send an initial, informative letter as soon as it is requested, and send the first follow up 24 hours afterwards. You want your hot prospects to have information quickly, so that they can make informed buying decisions!
Send the next 2-3 follow up messages between 1 and 3 days apart. Your prospect is still hot, and is probably still shopping around! Tell him about the benefits of your products and services, as opposed to your competitors’. You will make the sale!
Send the final follow up messages later on. You certainly don’t want to annoy your prospect! Make sure that these last letters are at least 4 days apart.
Following up effectively seems complicated, but it doesn’t have to be! So many potential customers are lost because of poor follow up - don’t you want to be one of the few to get it right?
AWeber Creates Lasting Customer Relationships For You With Email Newsletters, Autoresponders, RSS to Email and Other Email Marketing Tools.
Sign up for an AWeber account, and get FREE instant access to the revealing e-mail secrets of Jonathan Mizel.
Wednesday, July 1, 2009
3 Tips To Increase Your Email Newsletter Open Rates
Posted by Justin Premick
Think you know the best day and time to send your email newsletter?
Ever wonder if your fellow email marketers are all sending at the same time you do?
Convinced your open rate is too low (or amazingly high)?
Some recent statistics pulled from all AWeber users may help you answer these questions:
What Kind of Open Rates Are People Getting?
If you’re sending HTML emails, you probably use your open rate to help gauge your success.
Even though it’s not a perfect measure of whether people are actually opening and reading your emails, it’s useful as a relative measure:
If it goes up over a short period of time, more people are probably reading
If it falls over a short period of time, it’s almost certain fewer people are reading.Plus, all other things being equal, it can give you some motivation (if your open rates are lower than other senders’) or satisfaction (if your rates are higher).
So, here goes…
Average Open Rate Last Month: 13.6%
When Is/Was The Best Day To Send?
You’ll often hear (at least, I often hear) that Tuesday is the optimal day to send, because on Monday people are catching up from the weekend, and that on Tuesday morning you’ll have their undivided attention before they jump into their work for the upcoming week.
Do the numbers back up that theory? Let’s see.
The breakdown of open rates by day of the week:
Monday13.67%
Tuesday13.21%
Wednesday14.07%
Thursday14.52%
Friday13.25%
Saturday12.09%
Sunday13.26%
Last month, Tuesday was actually the second-worst day to send, at least if you’re measuring by open rates.
(While we’re breaking assumptions, I should point out this, too: the hour of the day that got the best open rate was not 8-9AM, or 9-10AM, but in fact 2-3PM Eastern Time — email newsletters sent during that hour last month enjoyed a 19.1% open rate.)
Does This Mean I Should Switch My Campaigns To Thursdays?
In a word: No.
Don’t break with your readers’ expectations just to try to follow the latest day of the week stats. You might actually reduce your open rate by doing so.
In both March and February, Thursday newsletters got the 3rd-worst opens vs. the rest of the week.
I hesitated a little to publish these stats, because I’m concerned that people might flock to sending their newsletters at the day or time that happened to get the best results lately.
Please, don’t drastically change your sending times/days just because you see that the average last month, or any month, happened to be higher on a different day or time.
Yes, you might eventually be able to shift your sending schedule, or split test some broadcasts, but if you up and move everything, you may throw off subscribers who are used to hearing from you at the usual time.
“It’s So Busy, Nobody Goes There Anymore”
To get at the other reason for not shifting your sending based on these stats, let’s paraphrase Yogi Berra (see above).
If everyone switches their sending schedule to send on say, Thursday, then recipients will start getting a ton of email that day, and start paying less attention to each individual email.
One possible reason for Thursday’s success last month may be that it wasn’t as popular as say, Tuesday or Wednesday for sending email:
Percentage of Newsletters Sent by Day
Monday16.0%
Tuesday17.7%
Wednesday16.9%
Thursday16.6%
Friday15.2%
Saturday8.8%
Sunday8.8%
Those higher-volume days mean more emails in readers’ inboxes, which might contribute to reduced open rates. Following that reasoning, some people may look at the low weekend volume (more email newsletters were sent on Tuesdays than on Saturdays and Sundays combined) and see an opportunity to get their audiences’ undivided attention.
My main point in showing these is to point out that our assumptions about what works are often quite wrong, and that you ultimately have to test for yourself to see what best suits your audience.
Some Inspiration… And Some Help
Are you getting better open rates than this?
If so, GREAT! Give yourself a pat on the back…
…but don’t get complacent. Open rates aren’t the be-all, end-all of email metrics. They don’t guarantee that people are reading your emails, only that they have images turned on and that they probably saw your email for at least a moment.
Plus, there’s always room for improvement, right?
Some ideas that can help you raise your open rates:
Ask people to add you to their address books. Some email programs will display images from senders who are in the recipient’s contact list.
If you are putting pictures in your emails, use the ALT text for those images to pique readers’ interest in what the picture is, so that they enable images. Or, just directly ask readers to turn on images!
Add a picture of yourself to your emails, near/next to your signature. People like seeing your smiling face, and if they see it in one of your emails, they may be more likely to turn on images to see it again later.
If you like this article, please subscribe to this feed or follow me on Twitter
Think you know the best day and time to send your email newsletter?
Ever wonder if your fellow email marketers are all sending at the same time you do?
Convinced your open rate is too low (or amazingly high)?
Some recent statistics pulled from all AWeber users may help you answer these questions:
What Kind of Open Rates Are People Getting?
If you’re sending HTML emails, you probably use your open rate to help gauge your success.
Even though it’s not a perfect measure of whether people are actually opening and reading your emails, it’s useful as a relative measure:
If it goes up over a short period of time, more people are probably reading
If it falls over a short period of time, it’s almost certain fewer people are reading.Plus, all other things being equal, it can give you some motivation (if your open rates are lower than other senders’) or satisfaction (if your rates are higher).
So, here goes…
Average Open Rate Last Month: 13.6%
When Is/Was The Best Day To Send?
You’ll often hear (at least, I often hear) that Tuesday is the optimal day to send, because on Monday people are catching up from the weekend, and that on Tuesday morning you’ll have their undivided attention before they jump into their work for the upcoming week.
Do the numbers back up that theory? Let’s see.
The breakdown of open rates by day of the week:
Monday13.67%
Tuesday13.21%
Wednesday14.07%
Thursday14.52%
Friday13.25%
Saturday12.09%
Sunday13.26%
Last month, Tuesday was actually the second-worst day to send, at least if you’re measuring by open rates.
(While we’re breaking assumptions, I should point out this, too: the hour of the day that got the best open rate was not 8-9AM, or 9-10AM, but in fact 2-3PM Eastern Time — email newsletters sent during that hour last month enjoyed a 19.1% open rate.)
Does This Mean I Should Switch My Campaigns To Thursdays?
In a word: No.
Don’t break with your readers’ expectations just to try to follow the latest day of the week stats. You might actually reduce your open rate by doing so.
In both March and February, Thursday newsletters got the 3rd-worst opens vs. the rest of the week.
I hesitated a little to publish these stats, because I’m concerned that people might flock to sending their newsletters at the day or time that happened to get the best results lately.
Please, don’t drastically change your sending times/days just because you see that the average last month, or any month, happened to be higher on a different day or time.
Yes, you might eventually be able to shift your sending schedule, or split test some broadcasts, but if you up and move everything, you may throw off subscribers who are used to hearing from you at the usual time.
“It’s So Busy, Nobody Goes There Anymore”
To get at the other reason for not shifting your sending based on these stats, let’s paraphrase Yogi Berra (see above).
If everyone switches their sending schedule to send on say, Thursday, then recipients will start getting a ton of email that day, and start paying less attention to each individual email.
One possible reason for Thursday’s success last month may be that it wasn’t as popular as say, Tuesday or Wednesday for sending email:
Percentage of Newsletters Sent by Day
Monday16.0%
Tuesday17.7%
Wednesday16.9%
Thursday16.6%
Friday15.2%
Saturday8.8%
Sunday8.8%
Those higher-volume days mean more emails in readers’ inboxes, which might contribute to reduced open rates. Following that reasoning, some people may look at the low weekend volume (more email newsletters were sent on Tuesdays than on Saturdays and Sundays combined) and see an opportunity to get their audiences’ undivided attention.
My main point in showing these is to point out that our assumptions about what works are often quite wrong, and that you ultimately have to test for yourself to see what best suits your audience.
Some Inspiration… And Some Help
Are you getting better open rates than this?
If so, GREAT! Give yourself a pat on the back…
…but don’t get complacent. Open rates aren’t the be-all, end-all of email metrics. They don’t guarantee that people are reading your emails, only that they have images turned on and that they probably saw your email for at least a moment.
Plus, there’s always room for improvement, right?
Some ideas that can help you raise your open rates:
Ask people to add you to their address books. Some email programs will display images from senders who are in the recipient’s contact list.
If you are putting pictures in your emails, use the ALT text for those images to pique readers’ interest in what the picture is, so that they enable images. Or, just directly ask readers to turn on images!
Add a picture of yourself to your emails, near/next to your signature. People like seeing your smiling face, and if they see it in one of your emails, they may be more likely to turn on images to see it again later.
If you like this article, please subscribe to this feed or follow me on Twitter
Monday, June 29, 2009
Reliable Email Marketing / $19Month
What do industry giants like Disney, Microsoft, Intel, and American Express have in common? They've all sought out the expertise of the "master of targeted opt-in e-mail," Jonathan Mizel! Now you can, too!
Hardcore businesses pay thousands of dollars to hear Jonathan speak, but you don't have to. Through an exclusive offer with AWeber Communications, Inc., you can hear directly from Jonathan - for FREE!
Right now, the TWO-PART video of Jonathan's sequential autoresponse seminar in London, England is in the AWeber control panel. In this amazing hour, Jonathan reveals:
* Totally unique ways to use AWeber autoresponders
* TWO case studies of DOUBLED, even TRIPLED profits
* Secrets of super-marketers like MARLON SANDERS
* Jonathan's own secrets, a peek inside his organization!
This video puts thousands of dollars worth of intellectual material at your fingertips. Take advantage of Jonathan's expertise right now!
Order an Unlimited Follow up Autoresponder from AWeber today to get access to the revealing e-mail secrets of Jonathan Mizel.
Sign up for an AWeber account, and get FREE instant access to the revealing e-mail secrets of Jonathan Mizel.
In addition to Jonathan's amazing seminar, you'll get:
* Unlimited Autoresponders
* Unlimited Follow Up Messages
* Unlimited Campaigns
* Unlimited Broadcasts & Newsletters
* The Best Personalization Features
* Simple Lead Import and Export Features
* HTML & Plain Text Combined Message Support
* Attachments on Follow Up and Broadcast Messages
* Broadcast and Selective Broadcast Features
* Campaign Sharing
* FREE Tech Support
* RISK-FREE Money Back Guarantee
...And MORE!
If you have any further question, please feel free to Email Me
Hardcore businesses pay thousands of dollars to hear Jonathan speak, but you don't have to. Through an exclusive offer with AWeber Communications, Inc., you can hear directly from Jonathan - for FREE!
Right now, the TWO-PART video of Jonathan's sequential autoresponse seminar in London, England is in the AWeber control panel. In this amazing hour, Jonathan reveals:
* Totally unique ways to use AWeber autoresponders
* TWO case studies of DOUBLED, even TRIPLED profits
* Secrets of super-marketers like MARLON SANDERS
* Jonathan's own secrets, a peek inside his organization!
This video puts thousands of dollars worth of intellectual material at your fingertips. Take advantage of Jonathan's expertise right now!
Order an Unlimited Follow up Autoresponder from AWeber today to get access to the revealing e-mail secrets of Jonathan Mizel.
Sign up for an AWeber account, and get FREE instant access to the revealing e-mail secrets of Jonathan Mizel.
In addition to Jonathan's amazing seminar, you'll get:
* Unlimited Autoresponders
* Unlimited Follow Up Messages
* Unlimited Campaigns
* Unlimited Broadcasts & Newsletters
* The Best Personalization Features
* Simple Lead Import and Export Features
* HTML & Plain Text Combined Message Support
* Attachments on Follow Up and Broadcast Messages
* Broadcast and Selective Broadcast Features
* Campaign Sharing
* FREE Tech Support
* RISK-FREE Money Back Guarantee
...And MORE!
If you have any further question, please feel free to Email Me
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