Return · Chapter 3 of 3
Small, human gestures
A remembered detail beats a marketing campaign.
Small gestures scale further than most businesses believe. A note that references a specific reply, a bonus quietly added to a returning customer's order, a message on the anniversary of a subscription. None of these need to be automated to sound automated.
The rule is simple: whenever you can, make the customer feel that a specific person, not a system, is on the other side.
Apply this week
- Pick five customers this week. Send each of them a message that references something specific.
- Write down how many reply. That number is your Return signal.