Articles

Customer Service E-Mail In A Do-Not-Call World

The national "Do Not Call" list and anti-spam laws present new challenges for marketers. With customers saying, "don't call us, don't spam us" how can you market your products and services?  Take another look at your customer service e-mail.  E-mail responses to...

Use E-Mail as a Management Tool

E-mail is so easy that it's commonplace to receive an e-mail instead of having a five-minute conversation with a colleague down the hall or even the person who shares your office. Is this a poor use of e-mail by a colleague too lazy to deliver the information in...

Six Steps to Selling By E-Mail

Free. . . Sale. . . New . . . Hot. . . Act now! These words announce yet another e-mail sales message. We're inundated with e-mail pitches and wary of anything that sounds too good to be true. So, how do you write your e-mail sales messages so customers will open, and...

One-and-Done Customer Service E-mail: Ending the E-mail Loops

Download our article for Contact Professional magazine (223k, PDF). We share tips for avoiding endless e-mail loops that cost you money and customers. 1. Restate the customer’s question in the opening paragraph of the e-mail. This technique helps the CSR focus on the...

26 Ways to Spruce Up Your Newsletter

If you’ve been publishing for a while, your newsletter content mix may be static. Maybe each issue includes the same tired content: one press release, one “Top Ten Tips” article, and one “News From Headquarters” feature. Or maybe your newsletter is still relatively...

Writing for the Web: Show Authors How the Sausage is Made

In October and August, I had the pleasure of teaching a day-long Writing for the Web course for the National Association of Secondary School Principals (principals.org).  Sarah Lile, NASSP’s go-getter web editor, invited me to teach and managed the course logistics.  ...

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