Customer Experience Tip #1593

When a customer receives a message from your team member whom they’ve never heard of (e.g. the FROM line only says “John Doe”), they are likely to dismiss it or even mark it as SPAM even before opening it. If there are people in your organization who regularly e-mail customers (and whose names would be unfamiliar to those customers), then your company name should at least follow the individual’s name (e.g. “John Doe, XYZ INC.). This way, the customer will more likely view the message as familiar and important.