Choosing the Right Tone for Personalized Customer Communications

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I just had a conversation with someone about this. If your customers were well segmented in order to send more relevant and personalized non-transactional communications, in general, would you suggest the tone be: 1-Directly acknowledge the segmentation as the reason why they are receiving the comm. For example- over the past few months you have done xyz with the software and other VP’s like you… 2- Subtly acknowledge it. For example-You may have noticed the improvement in your productivity from using our software…. 3- Not mention their segment and just get right to the message. I am thinking about the balance of TMI, length, relevance, confidence in the database…

5 comments

· Sorted by Oldest

Mary Green
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The tone for what?
Gabrielle Herrera
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I worked in email strategy before moving to community and customer advocacy. We only add a PS line to transactional customer comms but definitely tailor the message to make sure it’s a valuable and relevant to the recipient.
Gabrielle Herrera
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PS line meaning “you’re receiving this email because you registered for this event” or something like that
Irwin Hipsman
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Gabrielle Herrera That makes alot of sense to put the context at the bottom. My discomfort was around leading with it. If there are reminders would you take out the P.S.?
Gabrielle Herrera
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We add a PS line to every transactional email. Doesn’t matter if it’s to deliver content or an event reminder.
👍1

Mary Green
·
The tone for what?
Gabrielle Herrera
·
I worked in email strategy before moving to community and customer advocacy. We only add a PS line to transactional customer comms but definitely tailor the message to make sure it’s a valuable and relevant to the recipient.
Gabrielle Herrera
·
PS line meaning “you’re receiving this email because you registered for this event” or something like that
Irwin Hipsman
·
Gabrielle Herrera That makes alot of sense to put the context at the bottom. My discomfort was around leading with it. If there are reminders would you take out the P.S.?
Gabrielle Herrera
·
We add a PS line to every transactional email. Doesn’t matter if it’s to deliver content or an event reminder.
👍1