Transcript

Why Email Responsiveness Is Important

A Day in the Life of THE EMAIL ECONOMY How Responsiveness BUILDS TRUST News outlets have been proclaiming "the death of email" for over a decade "EMAIL IS DEAD" FAST OMPANY July 1, 2007 Email has had a good run as king of communications. But its reign is over." WALL STREET JOURNAL October 12, 2009 Email is dying. That's pretty much accepted as a fait accompli in Silicon Valley. It will take a few more years for it to sink in everywhere else." The Telegraph May 26, 2015 Phil Libin CEO of Evernote Forbes Email and cash are dead in China." August 18, 2019 Is Email Really Dead? By 2022, 126.7 TRILLION EMAILS will be sent every year 90% of Americans used email in 2017 Including members of every age group 91% 93% 90% 86% 15 - 24 25 - 44 45 - 64 65+ 58% of people check their email first thing in the morning before social media, news sites, or Google Is Gen Z Killing Email? 45% are online “ALMOST CONSTANTLY" Gen Z spends more time online than any other generation 44% are online MULTIPLE TIMES A DAY How often does Gen Z check email? What does Genz use email for? 58% 23% 12% 5% 1% several times a week several times once a week once never a day a day check email 14% Personal School But that doesn't mean email hasn't changed over the years 19% 65% Work Other Today, just 3 companies handle 82% of all email access Google Microsoft yahoo! Other iPhone, iPad, Mail Gmail Outlook & Outlook.com 44% 26% 11% 7% 5% Out of all the emails received, 35% require a response 23% require an immediate response Why Is Email Responsiveness Important? When do clients expect a response? 11% 15 minutes 1 hour 4 hours Longer 19% YET, the average response time for sales leads is 42 hours 14% It's not just the younger generations – 1 in 3 Genx and Boomers expect a response in less than 1 hour Longer respõnse times What If You Don't Respond Quickly? Response time is a nonverbal cue to your clients When you fail to meet someone's expected response time lead to decreased They feel frustrated or annoyed They're more likely to zone in on nonverbal cues interest Response Time Impacts Sales Companies that respond to inquiries within 1 hour are more likely to qualify the lead 7X more successful than those who take 2 hours 60X more successful than those who take 24+ hours Responsiveness Builds Repeat Business of Americans say When their expectations are met, Speed, Convenience, customers are 80% more likely to continue using a business - and eventually spend 67% more 80% Knowledgeable Help, and Friendly Service are the essential elements of positive client experience BUT, 6 in 10 will walk away after just a few bad experiences Keeping up with email can be a difficult task - But tech can make it easier to stay on top of replies Improving Your Response Time Encourage Employees To Reset Their Email Mindset APOLOGIZE IF THEY FALL BEHIND ORGANIZE THEIR INBOX SET A GOAL EACH EMPLOYEE SHOULD WORK TOWARD A RESPONSE A simple "I apologize for the delay" buys goodwill – DON'T BOTHER WITH EXCUSES FIND A SYSTEM TO KEEP THE CHAOS TO A MINIMUM, so you can always find what you're looking for TIME GOAL – and always strive for improvement Set Clear Expectations For Email Responsiveness TRAIN YOUR CLIENTS SCHEDULE CHECKS CREATE AN EMAIL POLICY WHEN YOU RESPOND CONSISTENTLY SET SPECIFIC TIMES OF DAY TO DIG WHAT IS YOUR EXPECTED RESPONSE OVER TIME, recipients will learn when to expect a reply and feel less frustrated by delays INTO THE INBOX – For shared inboxes, stagger employees to check-in throughout the day TIME? How are vacations covered? How many emails (max) can sit in a shared inbox? Use Tech For Fast & Easy Responses AUTO REPLIES QUICK REPLIES TEXT EXPANDER Give clients THE SATISFACTION OF SAVE EVEN MORE TIME BY CREATING CREATE SCRIPTS TO ANSWER FAQS AND GENERAL INQUIRIES, rather than rewriting the same information repeatedly - JUST COPY AND PASTE TEXT MACROS that are triggered by typing a few keywords-NO NEED TO FIND, COPY, AND PASTE YOUR SCRIPT KNOWING THEIR EMAIL HAS BEEN RECEIVED, AND A TIMEFRAME of when to expect a full response to their inquiry Keep a human touch Measure Your Progress A touch of humor or personalization will humanize your interactions, even when using a prewritten script Responsiveness is essential, how do you know you're exceeding client's expectations? Win more business and earn your clients' trust WITH EXCEPTIONAL EMAIL RESPONSIVENESS Sources: entrepreneur.com/article/244751 criteo.com/insights/gen-z-social-media fastcompany.com/60037/email-is-dead hbr.org/2011/03/the-short-life-of-online-sales-leads - Try timetoreply.com blog.happyfox.com/dramatically-improve-response-time gsb.haifa.ac.il/-sheizaf/KalmanRafaelichronemics2011.pdf statista.com/statistics/456500/daily-number-of-e-mails-worldwide wsj.com/articles/SB10001424052970203803904574431151489408372 cmo.com/features/articles/2017/3/3/loyalty-mind-blowing-stats-tlp.html Presented by: campaignmonitor.com/resources/guides/guide-to-gen-z-marketing-2019 timetoreply optinmonster.com/is-email-marketing-dead-heres-what-the-statistics-show forbes.com/sites/rebeccafannin/2019/08/18/why-email-and-cash-are-dead-in-china toistersolutions.com/blog/2018/4/15/how-fast-should-a-business-respond-to-an-email pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html forbes.com/sites/cherylsnappconner/2013/08/16/why-every-organization-needs-a-standard-response-time-policy telegraph.co.uk/finance/newsbysector/mediatechnologyandtelecoms/11629237/Evernote-takes-on-Microsoft-and-Google.html DEVELOPED r pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf#page=8 NOWSOURCING mckinsey.com/-/media/mckinsey/featured%20insights/Customer%20Experience/CX%20Compendium%202017/Customer-experience-compendium-July-2017.ashx

Why Email Responsiveness Is Important

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Response time is a nonverbal cue to your clients. When you fail to meet someone's expected response times, they're more likely to zone in on nonverbal cues. How often do you check your inbox?

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