Airbnb’s Email Remembers Customer’s Anniversary
Customer loyalty can be quite fickle, which is why this email from one of the biggest startups in recent years is worth a look.
Mailer Name: Airbnb
Date Emailed: October 24, 2015
The online rental marketplace reached out to a past traveler on the 1-year anniversary of their signup. The personalized message is to-to-the-point, using just three short sentences before getting to the “gift.”
It’s a “coupon” for 10 percent off (worth up to $200) their next booking. An offer code is provided, and the customer is given a deadline of almost two months away.
To remind them of what “trending destinations” they can visit, the rest of the email's HTML is made up of single images representing New York, San Francisco, Miami, Paris, L.A., and Washington. Each city is tagged with a few words or phrase commonly associated with it. For example, New York: “Bright lights, long nights, a great slice.”
Each of the images clicks through to the appropriate page on Airbnb’s website. There, the traveler can begin planning their next trip using a variety of filters, such as date, room type, number of guests, and price range. They can also scroll though images of available rooms and get individual details, like location and pricing, for each one.
Your reputation as an innovative and disruptive force means just a bit more when you remember how to treat your customers well.