Episode 9

Published on:

25th Dec 2019

Turn Customer Feedback Emails Into Sales [Part 2]

In Turn Customer Feedback Emails Into Sales [Part 1] we got chatting about something a little different to the usual, instead of talking about the emails you send to your subscribers, we started talking about the emails that they send to you.

We quickly realised that we have a ton more to say on the topic and some super practical tips for converting email replies into sales, so we decided to record part 2 – you're welcome!

When you send out a broadcast email, or even when a campaign is triggered, and a subscriber replies to your email it can quickly turn into an awkward conversation if you're not sure how you should handle it.

It's always nice to build a relationship and deeper connection with your list, I mean we all like making new friends, but what if you could actually turn those conversations into sales?

Episode Content

  • (3:24) The reasons why your subscribers and customers might reply to your emails.
  • (5:47) Figuring out why your subscribers might be engaging in conversation.
  • (6:39) The best way to deal with a reply that looks more like a support query.
  • (7:41) What to do when someone replies asking for help or for more information.
  • (8:19) How to look for buying signals in the email reply so that you can move towards a sale.
  • (9:20) What to do if there are no buying signals and how to keep the conversation flowing.
  • (10:16) How to sign-post subscribers to the perfect product for them.
  • (11:40) Encouraging replies as a call to action in your emails.
  • (14:20) How to turn an email complaint into a sales opportunity, in a nice way.
  • (16:19) Handling positive feedback and how to turn that into a social proof opportunity – yay!
  • (18:31) Listeners question submitted by Paul Healey.
  • (22:00) The subject line of the week from Pete Vargas.

Every time someone replies to one of your emails it's an opportunity to educate and promote, moving someone further along in their journey to purchasing the perfect product for them, faster!

Episode Resources

Turn Customer Feedback Emails Into Sales [Part 1] – Podcast Episode

The Email Marketing Strategy Every Business Should Steal – Blog Post

6 Techniques To Segment Your Email Subscribers – Podcast Episode

Writing The Perfect Welcome Email With Gavin Bell – Podcast Episode

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About the Podcast

The Email Marketing Show
Want more from your email marketing? Want a giggle while you learn it? Join Rob and Kennedy as they talk segmentation, campaigns and even the tech stuff.
What would happen if you asked a hypnotist and mind reader to talk about their obsession with email marketing?

Join us every Wednesday for a brand new episode of The Email Marketing Show featuring the irreverent wit of Rob and Kennedy, as they share insights into modernising email marketing and answer the question:

"You've got your list, now what??"

Businesses of all sizes know that despite all of the latest fads in social media marketing, chat bots and pixels, the one thing that consistently gets the highest return is email.

With email you own the data, you can segment and put the right message in front of every person and build deep, personal relationships.

But clicking 'send to all' is DEAD.

People get far too much irrelevant email. In this show Rob and Kennedy blow the cobwebs off antiquated email marketing and give it a ruddy good shake up.

Featuring the popular regular segments:


On alternate weeks, the guys are joined by a guest who shares their own approaches to email marketing.