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Maximize Revenue From Every Buyer: Thank You notes that up-sell

Turn one-time customers into lifetime business opportunities.

More than 30% of people can be up-sold at the time of purchase. A great up-selling/cross-selling tool: "Thank You" notes - and they work whether sent via email or direct mail. They also turn leads and one-time customers into lifetime business buyers. Here's how to put them to work to get more from b2b and b2c buyers.

Send right away. The perfect time to send a "Thank You" note: right after a customer's initiated an interaction - like making a purchase or signing up for an email list. At the bottom, consider adding an offer for a new item - or opportunities to learn more about your business.

Convert b2b. Great things to include on b2b "Thank You" notes:

  • Downloads (white papers, research reports)
  • News (press releases, awards)
  • Subscriptions to e-newsletters
  • Testimonials or successful case studies, and
  • Anything else that helps them get to know the company better

Convert b2c. Great things to add to b2c notes:

  • Customer satisfaction surveys
  • Tell-a-Friend links
  • Downloads (catalogs), and
  • Incentives (coupons, customer loyalty program)

Answer questions. To get buyers to save "Thank You" notes so they return to them later, try adding answers to these questions:

  • When will the order arrive?
  • How can I track the order?
  • Who do I call if I have a problem?

Reprinted with permission from The Marketing Report, 370 Technology Drive, Malvern, PA 19355, 800-220-5000

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Annual Fund & Events Manager, The Morehead-Cain Foundation