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Bonus Checklist: Idea Starters for

High-Touch Trigger Campaigns

Abandoned Shopping Cart email

These campaigns more than double the number of orders and the order size. Send an email announcing a specialoffer, free shipping or other sweetener to encourage someone to come back and complete his or her purchase.Refine these email messages by testing different offers and timing: while you may think that the sooner an email issent, the better, many companies have found that timing the trigger email to go out 24 or 48 hours later is moreeffective.

Win-back programs

Set up trigger email messages that include incentives for those who havent purchased or visited your website for

a while. Start with those who havent purchased in the last three months, six months and a year. Use theirpurchase history to determine the right offer and then use dynamic content to easily deploy email to a wide varietyof audiences.Satisfaction survey email Send trigger email with a satisfaction survey after the first purchase and on a meteredschedule after that. Consider offering a discount or prize for those who take the survey. Remember to quickly actupon anything customers have complained about and investigate their suggestions.

Cross-sell email

Use trigger email to cross-sell from other products, particularly from lower performing products to best sellers. Setup a trigger email whenever someone either buys or looks at a product on your site that isnt one of your top 10. Itshould promote a special offer on your strongest product and hopefully convert visitors to customers and largersale.

Email punch card program

Set up a program to keep track of the number of purchases by unique customers. When customers havepurchased 10 times, give them a free gift or d iscount coupon. Use a trigger email series to let them know howmany punches they have made and to promote special offers or products to encourage them to add another

punch to their card.

Customer service trigger email

For those who have contacted customer service, trigger a follow-up email asking if their concern was addressed totheir satisfaction. Provide contact information, hours of operation and response time frame for unresolvedcustomer service inquiries.

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Internal notifications

While not a customer-facing application, dont be afraid to use the trigger email functionality to communicate with

your sales or customer service teams. For instance, you can set up email alerts so a sales rep can follow up tomake sure all is wel l if a customer reviews particular content on your website or goes to a customer service page.Or, send email alerts to your PR team for follow-up when reporters visit your press room.

Seasonal trigger email

If you sell sports-related products, set up triggers before championship matches to promote logo merchandise. Forhealth care or beauty products, set up triggers to automatically remind customers to order more allergy medicineor sunscreen when hay fever season or hot weather rolls around again. Use holidays or special events as triggers,segmented by purchase history, to create trigger email messages for products and offers that are relevant to yoursubscribers.

Service reminder triggers

If your company provides a service such as tire rotation, software upgrades, dental checkups, furnace filterreplacements and so on, send reminders to set the next appointment or to take advantage of special offers.

Milestone email

Offer your customers a discount or gift on their birthday, anniversary or other special day. If you marke t tobusinesses, send an offer on start-up anniversaries or on the first day a business started working with yourcompany.

Reactivation email

If customers have not purchased or clicked through an email in more than six months, their likelihood ofpurchasing in the future is low. A reactivation email can promote new targeted offers or a general discount to getthose customers to purchase from you again.

Email alerts

Encourage your customers to modify their profiles to set up alerts when new products are in stock, when their

favorites go on sale or to receive alerts when new content is uploaded to your website. These are great becausethey are truly customer-initiated.

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