Direct to Customer Communication
Use it or lose it
In the email below, my help was requested to explain to a user that it had been too long since they had used Amazon One, and if they did not take action their account would be unenrolled.
So, what's my approach here?
Positive
Make it less menacing, more inviting
Personalized
Pull in their name, and which palm if applicable
Clear
Tell them exactly what's happening, when it's happening, and why it's happening
Reassuring
Even if they don't make it in by the deadline, they are always part of the family
Notification @ 2y -1m by SMS and email, if available, that their profile will be unenrolled in a month
Before→ | After |
Due to inactivity, your Amazon One ID will expire in 30 days on MM/DD/YYYY and you will be unenrolled. To continue using Amazon One, please visit any store and scan your palm once before the expired date. | Subject: Refresh your palms to continue using Amazon One Body: Hi [Name], |
Notification @ 3y - 1m by SMS and email, if available, that their palm will be unenrolled in 15 days
Before→ | After |
Your [right palm scan/left palm scan] on your Amazon One ID will expire in 15 days on MM/DD/YYYY and your palm will be deleted. To prevent this, please visit any store and scan your palm once before the expired date. | Subject: Refresh your palms to continue using Amazon One Headline: Time to refresh your palms Body: Hi [Name], It’s time to refresh your [right/left] palm scan with Amazon One. Use your [right/left] palm at any store with Amazon One before MM/DD/YYYY or it will be deleted from your profile. You can always re-add it in the future. |
Before→ | After |
Your palm scan(s) on your Amazon One ID will expire in 15 days on MM/DD/YYYY and you will be unenrolled. To prevent this, please visit any store and scan your palm once before the expired date. | Subject: Refresh your palms to continue using Amazon One Headline: Time to refresh your palms Body: Hi [Name], |
