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Welcome Letter and Continual Promotions

At the moment I'm toying with some ideas for my shop/business/team that I'd like to throw out there (looking for both ideas and personal thoughts).

Before I start, I'll state that my work environment is retail (shopping centre) outlet which has been a preferment fixture now for over three years with myself as the head for two. We specialise in pay television and are about to launch an over all service centre approach where you can come in, update your plan, pay bills, buy accessories... etc

Our current operation nation wide is based more on obtaining new customers (call centre deals with existing), however; I'm looking to gain more constant referrals.

1.) After signing up a new customer we give them the copy of their contract with a welcome pack (more in-depth legal information). I want to go one step further by creating a letter congratulating their purchase from us, some more departing comments and finishing off saying if they liked our service and know anyone who's interested in a new connection we'd appreciate also looking after them etc.

2.) Create a store email address which every new customer would be added too. (At bare minimum) monthly email sent highlighting both upcoming content highlights, shopping centre promotions (such as celebrity appearances), referral deals etc.

I guess what I'm looking for is some structure, especially in regards to the letter and find out what works if you do something similar. Any ideas/comments are appreciated. - by MrCharisma
Building an opt-in email list is a good idea. Sending timely and useful offers and information is also a good idea. I like what you're planning. - by Gilbert
Building an opt-in email list is a good idea. Sending timely and useful offers and information is also a good idea. I like what you're planning.
Thanks for the comment

The information would be important/useful. Atleast once a month would be a monthly highlights for the upcoming month. Often within my centre we get celebrities such as sporting identities, musicians performing etc, so this can be spread plus current offers or new items/updates.

If you were to subscribe to a new service (internet/phone/tv doesn't matter) and you received something a little personal such as congradulations for organising your connection (a little bit of a hype for what you're about to get) plus a thank you for choosing us etc, how would you feel as a customer?

I guess what I'm attempting to create a community feel... if you or someone you know what our service, you think of contacting us. Rapport is our key - by MrCharisma
I like both ideas!

ALWAYS great to have a list of email address. It'll keep customers in the loop and coming back again and again.

I love the letter idea, too. I used to write thank you cards to everyone who purchased anything from me at the boutique shoe store I worked for. They would take about 3 minutes to write up, but made a world of difference. Nothing beats the personal touch! - by ginac84
At the moment I'm toying with some ideas for my shop/business/team that I'd like to throw out there (looking for both ideas and personal thoughts).

Before I start, I'll state that my work environment is retail (shopping centre) outlet which has been a preferment fixture now for over three years with myself as the head for two. We specialise in pay television and are about to launch an over all service centre approach where you can come in, update your plan, pay bills, buy accessories... etc

Our current operation nation wide is based more on obtaining new customers (call centre deals with existing), however; I'm looking to gain more constant referrals.

1.) After signing up a new customer we give them the copy of their contract with a welcome pack (more in-depth legal information). I want to go one step further by creating a letter congratulating their purchase from us, some more departing comments and finishing off saying if they liked our service and know anyone who's interested in a new connection we'd appreciate also looking after them etc.

2.) Create a store email address which every new customer would be added too. (At bare minimum) monthly email sent highlighting both upcoming content highlights, shopping centre promotions (such as celebrity appearances), referral deals etc.

I guess what I'm looking for is some structure, especially in regards to the letter and find out what works if you do something similar. Any ideas/comments are appreciated.
1. Since it's retail and foot traffic, check all businesses on both sides of you (entire area).

2. Ask to include a specific product item/sale discount/free evaluation/coupon of theirs in your initial welcome pack.

3. Ask them to do the same on their end (including even at their register area) if applicable.

Good luck! - by MaxReferrals
I love the letter idea, too. I used to write thank you cards to everyone who purchased anything from me at the boutique shoe store I worked for. They would take about 3 minutes to write up, but made a world of difference. Nothing beats the personal touch!
I couldn't agree more.

How did you find the responses with your thank you cards, did it work? Did you gain referrals?

I've always believed rapport is one of the most important things in the sales process and these methods only enhance it. - by MrCharisma
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