Sure, PC Magazine is about tech, not marketing. Even so, one would think they’d do better with their email communication.

I recently re-upped my subscription, which meant I was to receive a CD of assorted software applications. My CD arrived in several pieces, so I logged into my subscriber account and requested a new one.

Well, it’s nice that I’m getting a new one, but “Dear Subscriber”? That’s the email equivalent of “Occupant.” And nowhere in the body of the email is “PC Magazine” mentioned. That’s not just a lost branding opportunity, it’s basic customer service: Why make me work to figure out which customer service center is contacting me this time?

I know Lola is just a cog in the Ziff-Davis CRM machine, but this is a missed opportunity for relationship-building … not to mention upsell.

Takeaway for marketers: It’s all about the customer. Your administrative emails should be given as much thought as your Web site.

This entry was posted on Monday, February 27th, 2006 at 8:46 am and is filed under Marketing Stuff, Marketing Takeaways.