Users not replying to my customer development emails. What should I do?
Hey everyone!
I've recently launched an app on Shopify which helps Store Owners increase their Facebook, Google and Trustpilot reputation (I know, super niche but you know the game).
I was lucky enough to get featured on the Shopify App Store which brought me a tonne of users including 50 paying customers ($500 MRR on first month) that are actually using the service quite heavily.
My current problem is that I want to identify where I should go next in terms of Growth and Product Development. Sent a bunch of personalised friendly welcome emails asking for feedback but pretty much no response...
I would love to use the Mom Test School of thought in the next stage of growth. I've validated a need for some problem (50 Paying customers), and would love some guidance on how to reach the next milestones:
- Lower churn: < 10%
- 150 Paying Customers
Any ideas on methodologies in how to reach out to existing customers to capture feedback and knowledge?
Also advice on segmenting your customer base with the goal of identifying the highest value customer. (Higher ARPU)
Thank you!!
Can you post an example of your outreach email?
Do you have a way in-app of soliciting feedback? e.g. is there an admin area where you could put a banner, latest news, or directly prompt that feedback?
Email is fine, but you have to find the person is the right context for them to act - far easier to just delete or archive your email if they're in a different mode, even if they didn't mind receiving it.
When they're in your app, they're ready for those messages, so as long as you have evidence that they're using the app regularly, you should be able to reach them that way.
Hi Jaymie. What worked out in the end is reaching out immediately after some user action
make it all about them, show what's in for them, place them at the center
Thank you Watus!
It's not unusual. I do the same by emailing the new subscribers of my newsletter to welcome them, and so far none replied.
Thank you for your reassurance @PaoloAmoroso
Hi @tiagom87, are you still seeking to reach existing customers to capture their feedback on your Shopify app?
You explained that even though you sent several personalized friendly welcome emails to your customer base, not many of them responded.
My website is designed to help with this exact situation.
SplashPad (https://getsplashpad.com) is a website that helps you write compelling emails to your customers that get responses. For example, SpashPad can help you "Welcome new customers" or perform "Cold outreach" to ask for feedback.
SplashPad provides pre-written messages for these scenarios and helps you customize the message by intelligently recommending sentences that get responses.
@tiagom87 - is this on target with what you're trying to accomplish?
As far as segmenting goes, I would find a loyalty metric and start tracking it with micro surveys. I am a fan of NPS, but there are others that work as well. Stay consistent and send them at the end of a transaction.
If you have the time, you can do cohort analysis or RFM depending on if you sell a subscription or a product.
I found this to be a good description of RFM: https://www.datacamp.com/community/tutorials/introduction-customer-segmentation-python
You can skip over the code to get an idea of how the analysis works.
The combination of a loyalty score and basic analytics should let you figure out what actions your top customers are taking that your bad customers are not. Then you can work on converting bad customers to good customers.
Thank you bdavis!
Could you share your outreach that hasn’t worked? It could be a matter of phrasing, an unclear ask, or any number of things. Taking a look at the text would help us help you more efficiently!
Is there a way to bribe them with something?. Discount or one time offer etc!?
I am a bit against bribing them for feedback but that is a great suggestion