#random
Thread
Good morning! I'm looking to redo my onboarding / customer welcome involvement and one area I'm wanting to change is the gift. We currently have a "welcome box" with a few Aprimo branded swag items (mug, notebook, etc). They can also opt to do a donation to a selection of charities instead. Unsurprisingly, the welcome box redemption rate is very low. Is anyone seeing success with a welcome gift? Anyone doing something that isn't a physical item? Would love some ideas!
Hi Marie, I’ve had success in the past with adding an email to the onboarding sequence to specifically push redemption. If that doesn’t work, could you automate sending cookies?
It would look like this:
1. they join
2. get onboarding emails (including 1 to choose gift)
3. if no redemption, send email subject: I’m Sending You Cookies
4. say: We’d like you to have a gift for joining, click here to get your free cookies from Aprimo.
I like the pushy cookies. I'm sending you something, like it or not new friends!
Do you happen to know open rates? Is it possible it's not making it to their inbox? Does the kick-off/CSM/implementation team know this is a thing, and can they encourage people to redeem? Can Sales give a heads up: Hey, congrats on the decision to join Aprimo. You're going to love it. Heads up: You'll be getting an email from us soon. Definitely open that (hint: There are cookies involved.). Just to give them a heads up to expect it. I've found people tend to think these things are spam OR our emails go to spam if we're not in their address book yet. Leveraging the "real people" can be helpful to get around that.
Great call out, @Shannon Howard. We do have some sales people who are better at the heads up/ follow up than others.
I don't have opens but I do have clicks and we're getting fairly normal traction. But honestly, people select the charity option more than the swag. So it's clearly an area that needs changed.
Interesting. I'm just an opinion of one, but I prefer non-branded swag. I mean, I use the notebooks, I keep the Swell waterbottles and Miir mugs, but I don't love when things like totes or jackets or t-shirts are branded to a vendor I use.
Another idea: What about reaching out to people who didn't redeem and getting some feedback? "Hey, my name's Marie and I run customer marketing here at Aprimo. I noticed that you didn't redeem your welcome gift, and I'd love to understand why and what you might have preferred to see in the welcome gift. I'm currently reimagining what goes into our welcome packages and your insights would be incredible valued! (Of course, I'm happy to ship you a box of the new goodies as well.)"