Customer success
6 min read
Closing the loop: the email that turned our churned users into advocates
When a request ships, tell everyone who asked. The template, the timing and what happened to our reply rate.
Marcus Hale
Customer Success Lead
Most teams ship what customers ask for and never tell them. The customer finds out months later, if at all.
The email
Three sentences: you asked for this, here it is, here is how to turn it on. Signed by a person, sent the day it ships.
What happened
Reply rate was 34%. Eleven former customers came back within a quarter, and four of them now appear in our case studies.
Written by
Marcus Hale
Customer Success Lead
One email a month. No filler.
New essays on building from customer evidence, plus what shipped. 9,400 product people read it.