The best-case scenario is that a cancellation email turns a churned subscriber into a retained customer. But that’s not all the cancellation email can do. Recently, I canceled a subscription. The truth was, I wasn’t entirely satisfied with the company, and someone else could do the same thing for the same money. I left. Within hours, I received a very polite email from customer service, which made me feel valued. They offered a discount, and I felt they were very understanding. I admit it wasn’t enough to encourage me to sign up again, but it did allow the subscriber/software “relationship” […]

Dear Sir/Madam: If your inbox is like mine, it’s full of emails that sound like either a nineteenth-century love letter or a text message from a teenager. To be fair, this isn’t anyone’s fault. As a society, we simply don’t teach email etiquette or retrain professionals as standards change. If you were fortunate enough to take a Business Writing class, you likely learned salutations (“Dear Sir/Madam,” “To Whom It May Concern,” “Cordially,” etc.) and how to format a cover letter and write a formal complaint. But as for everyday emails? You’re on your own — until now. I’ve compiled the […]