A well written customer letter can be a positive touchpoint with your brand, helping to reinforce what you do and what you’re all about. Writing can be difficult though, and if you miss the mark by just a little, you can easily annoy or offend your customers.
Have a clear purpose
Include a subject line highlighting what your letter is about. Then think carefully about what is needed in the communication and include all relevant details. As we all know, it’s very annoying when key information is missing!
Get to the point
Tell the customer what they need to know. Most people are time-poor and want to move through their personal admin quickly. They don’t want to be sifting through waffle, so make sure your writing is clear, concise and purposeful.
Make things easy
Use subheadings, bullet points (as necessary) and plenty of white space to break up copy. This makes the content more scannable, making it easier for customers to see your key messages and take action.
Be friendly
Remember you like your customers very much, so address them in a friendly way. Even if your business tone is professional, take care not to make your communication overly formal or aloof. Write with a specific customer in mind so you can pitch your letter appropriately. Use language that suits your company and what it stands for.
Include call to action / next steps
If you have a call to action, make it timebound so customers take action immediately – otherwise it will be quickly forgotten about! Guide your customers through your process with next steps information, so they feel supported and you get results.
Follow these tips in your customer letters and get the response that you’re looking for.
For help with customer letters, contact Caroline Roberts on 0404 960 908 or caroline@luminous-copy.com
Luminous Copy 