Tag Archives: customer relations

A word in your ear about keeping connected

Last week, in the run up to the new GDPR Data Regulations coming into force on 25 May, I was sent 18 invitations to confirm my interest in receiving future mailings from a range of sources – mainly not-for-profit organisations.

It’s an opportunity for me to stem the flow of items dropping into my inbox (you should try it – it’s liberating). I’m sure there will be lots more invitations (not to mention some reminders from those same organisations to whom I haven’t responded).

As someone with a 40-year career in marketing, I thought I’d also take the opportunity to look at the different techniques, primarily the words, that those 18 organisations have chosen to try to keep me on their circulation lists. My assessment is, of course, neither objective nor scientific, but then nor is the basis for my decision about which mailings I opt-in to, and which I let go.

The headline in the subject box…

Right now, I would imagine that most hearts sink when they see those four letters – GDPR. So, should you include them in your subject box? Only four of the 18 organisations thought so, and who knows how many people stopped reading at that point (at best filing it away for ‘reading later’).

Personally, I appreciate the use of humour in communications although, of course, what’s funny is very subjective. A couple of organisations chose to mention ‘privacy policy’ in their headlines – which is almost certainly a turn-off – but one softened the blow with humour – ‘Update to Our Privacy Policy (yawn)’ – it made me want to read more. The communication signed off in a similarly lighthearted way, saying “That is all. You can go back to your own life now.”

Most communications were variations on the ‘don’t miss out on future communications’ theme. ‘Let’s keep in touch… we’d love to keep talking to you’Keep updated’ ‘Don’t let GDPR end our relationship’ ‘Stay part of … action required’ ‘Don’t miss out – we know it’s boring but…’  ‘we’d like to keep in touch.’

The organisation sending the communication…

It helps if I personally know the people behind the invitation – I’ll give people I know and like the benefit of the doubt, keeping reading for longer. Part of my response is even more subjective – what’s my gut reaction when I see their communications drop into my inbox? Eventually I become more rational – have they provided useful, interesting and important information over the last 12 months – would I miss it?

The wording…

Once into the body of the communication, I assess whether I’m drawn in by the message including the style of writing. Whether it’s personalised in any way – Dear first name/ Mr surname / member/ subscriber/ service user – which applied to a third of the 18 organisations – is not so important to me, although on balance I think some sort of salutation – even just ‘hello’ – is better than none at all.

I tend to dislike anything ‘shouty’ – using CAPITAL LETTERS, text highlighted in red or underlined, and too many exclamation marks!!! Ironically the worst offender in this respect was an organisation promoting peace (it certainly didn’t come across as a gentle invitation).

I’ve already mentioned humour, and who says Privacy Policies have to be discussed too seriously? The most humorous communication on this subject said…

We’ll show you ours if you show us yours

To make sure you know what [we’re] doing with your private bits (data, of course) we need to show you our new Privacy Statement.

And to make sure we know exactly what you’d like from us, we’d love you to reveal your innermost…preferences.

This came from a campaign against male suicide – so they clearly think a lighthearted approach to a serious subject is the way to connect. And what they also did cleverly (as did three other organisations) was to use the GDPR opportunity to do a bit of market research for future mailings – encouraging me to update my preferences.

Building trust…

Our personal data and mis-use of it is, of course, high on the international agenda so the introduction of the new regulations is timely. Most effective marketing is about developing long term relationships and, particularly in the current climate, building trust is an important part of doing that successfully.

So I ask myself, do I believe what they say in those e-mails – are they serious about keeping my details secure, or are they just saying that because of the new regulations?

Four communications used reassuring phrases and, strangely perhaps, the more casual the assurance the more I believed them! Try this ‘The new privacy law has given me the opportunity to clean up my mailing list and ensure the E-Newsletter only goes to those who find it useful… The mailing list is managed only by me and the emails stored are never shared with anyone.’ Honest, simply said, sounds sincere – great.

One way that correspondents can show they mean business is to say how my support (and the information I share with them) will be used for my benefit – the trade-off. Surprisingly perhaps, only five of the 18 organisations took time to tell me what I’d get if I said ‘yes’ to their invitation. One organisation probably went into greater detail than necessary about their future plans – but it was great to know what I was going to be signing up to receive.

Surprising few (five organisations) thanked me for my time. One went overboard offering me the possibility of winning a box of doughnuts if I responded by a certain date (many gave 25 May as their cut-off date). Which brings me to my last consideration…

The call to action…

If you expect a response to a communication you not only need to make it clear what you want the respondent to do, but you need to make it as easy as possible for them to do it. A simple, clearly marked button to click for opt-in and a polite ‘thank you’ when I did was the most painless experience. I make an allowance for additional tick boxes to refine my preferences but that’s about it. Anything more than half a dozen clicks and I lose heart.

The twist in the tail of this exercise is that the majority of organisations inviting me to opt-in to their mailings under the new data protection regulations probably didn’t need to renew my permission in the first place!

Some myth-busting about GDPR consent from the Information Commissioner’s Office https://iconewsblog.org.uk/2018/05/09/raising-the-bar-consent-under-the-gdpr

If you need a few resources to get to grips with GDPR, go to  https://enterpriseessentials.wordpress.com/free-lunch-business-support

Trade secrets – you can impose whatever payment terms you like

What they don’t tell you about starting a business…

Other than terms and conditions for supply of goods and services dictated by law, you can publish whatever terms and conditions you like.

And make sure these are clear and easy to find and read; ‘the small print’ is often used as a euphemism for something which, while legal, is not within the spirit of the law

There’s a temptation to look at others operating in the same business sector and replicate their terms and conditions, particularly in a competitive industry sector. This can be dangerous when the cost-base for different businesses in the same market differs widely. The current trend in online trading in fashion – to offer free delivery and returns, no questions asked – is causing havoc to the viability of smaller operators, unable to compete with the industry giants.

Sometimes it’s possible to challenge traditional practices with success. In the low-budget hotel and Bed and Breakfast sector, you may be expected to pay on arrival (to reduce the risk of guests disappearing leaving unpaid bills). This is unusual in more upmarket guest houses, but a successful luxury B & B in Sussex does things differently.

Not only do the owners expect customers to pay for their accommodation on arrival, but they also ask for payment in cash. In three years of trading there had never been any push-back from visitors who come from all over Europe. The terms are clearly spelt out in all publicity and Tripadvisor commendations and repeat visits are testimony to customer satisfaction.

For other Trade Secrets in this series, go to https://enterpriseessentials.wordpress.com/category/trade-secrets