T

he power of gratitude has long been espoused as a golden rule by your parents, teachers, and, now, favorite Instagrammers. But beyond the emotional impact a simple “Thank You” can make, we wanted to take a closer look at how it influences customer sentiments and ultimately the bottom line for retailers.

To help assess this influence, we dove into some of our Endear messaging data. We trust you will find the results as interesting as we did!

The Figures

Messages that included a “thank you” amounted to 8.67% of messages sent through Endear. In analyzing this subset of messages, we found a conversion rate of 10.29% , compared to a rate of 4.86% for messages that did not include a “thank you.” Overall, messages sent through Endear showed a conversion rate of 5.33%, compared to an industry average of 0.05% in 2018.

What it Means

Customers who have already made a purchase, and thus receive a "thank you," are a self-selecting group of your best customers. If their purchase is a signal that they love your brand, then reminding them of that and and pointing them towards your e-commerce offerings is more likely to pay off. Data shows this audience has an above-average conversion rate, so go ahead and grab that low hanging fruit!

Best Practices

In fact, we think “thank you” messages are a great way to get started using a personalized messaging platform like Endear. Beginning with these small steps can help you build towards more advanced strategies as you learn what capabilities and use cases best complement your business.

Below are some examples of great "Thank You" messages for your inspiration:

Hey ________!
Thank you for being a part of the Brand family. We sincerely appreciate you supporting our vision and placing your trust in us. We wish you an exciting journey in your new purchase!
Best, ________
PS: Spread the brand love! Tag us @brandname

We love the addition of inviting the customer to participate in the social media conversation and become a brand advocate themselves.

Hi ________,
Thank you for popping into the store the other day. It was a pleasure meeting you. I’m so happy that we were able to get you into the perfect piece - what an absolutely amazing addition to your wardrobe! We hope to see you again soon to add to your growing collection of Brand. Have an awesome day!
Warm regards,
#BrandHashtag

Great personalization and branding emphasis with the #BrandHashtag!

Hi ______,
Thank you again for coming in today! I am thrilled you found some great items! I am attaching links of the other styles that you wanted to re-visit. You tried on a size 4 in the Shirley here at the store. If I can ever help with anything in the future please don't hesitate to reach out!
Best,__________ (555.5555)

Love the opportunity to share clickable content of other items the customer enjoyed during the store visit, and inviting the customer to engage in conversation over trackable SMS.

So whether you're already utilizing a personalized messaging strategy, or just starting, we encourage you to see how far a simple "Thank You" can take you in your efforts. Chances are it will only serve to enhance the brand-client relationship and open the door for further engagement, conversation, and future purchases.

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