We’ve always known about our phone answering problems, but I rarely hear anyone talk about what we’re saying to customers via email.
Did you know that you can measure all sorts of things around email to discover who is doing it well and who isn’t? My favorite is to look at the number of emails sent against the number of emails a customer replied to.
For example: Joey sends 800 emails in a month and only 100 customers reply to him …100 ÷ 800 = 12.5%. When I see this number at a percentage less than 35% I start reading emails.
And what do I find when I start reading the emails that aren’t being replied to?