@Bri Adams thanks so much for sharing these resources, that ChurnZero webinar is amazing!
Brian's comment about how to handle feedback is just as important as the messages. Similarly, if you have links in your email track who is clicking what. Depending on whether you get a few or a flood of responses this could be managed by a 1:many CSM or further redirected to resources that will provide assistance. This will give you a view into engagement that can help shape future interactions and give you an idea of what topics are resonating most with your audience.
What is the feedback option and how will they be managed? I see a lot of tech touch that assumes no ability to respond, ever, and they are written like pizza fliers slipped under the dorm room door. If you go that rout, as many do, fine. But I advise assume there will be questions, responses, or requests for help. Determine exactly how they will be handled before you roll out a campaign. You want customers to respond. It is a great way to catch minor issues and avoid the rolling snowball of dissatisfaction, and cancellation, early.
This is what comes to mind and I hope it helps!
Hi Wyatt! I wanted to post my two favorite links on this topic in case they are helpful!
A few things I consider when thinking about email strategy for customers:
Just a few thoughts @Wyatt Taylor!