Forgot a Subscription
Today’s tip comes from Kristen LaFrance’s Churn Buster Retention Bites (January 2020) article. Under Retention Bite #3 she says,
“Think about the first emails your customer gets post-purchase: Order confirmation (transactional), shipping info (transactional), delivery notification (transactional). Maybe a review request 1–2 days later? Feels meh, right?”
She goes on to talk about this time she legit forgot she was part of a subscription until it showed up at her house. Now, here’s the thing – she argues that there should be communication between the order and the shipment.
And, I find this really interesting, because, honestly for me personally, I don’t know what to put or say all the time. But, there is something lacking beyond this constant transactional interactions – where are those human elements?
What are the things that you can do to make your company more relatable, more human, etc? Kristen does give some examples and I’m sure you can find more.