12-Touchpoint Drip for Customer Success Teams

Ever feel like your customers are ghosting you?

Staying top of mind isn’t just about putting out fires. It’s about consistent, proactive communication.

Here's a 12-touchpoint customer success flow that will help keep the conversation alive so your customers always feel heard and supported. Feel free to play with the tone and adjust it to your needs.

Key Elements of the Campaign:

1. Value First: Each touchpoint offers value, whether it’s a tip, guide, or success story.
2. Personalization: Messages are tailored to the recipient, addressing them by name and referencing their progress.
3. Directness: The communication style is straightforward and to the point, avoiding fluff.
4. Authenticity: Messages feel personal and authentic, often using casual, friendly language.
5. Engagement: Encourages interaction through webinars, Q&A sessions, and feedback requests.
6. Consistency: Maintains regular touchpoints without overwhelming the recipient, keeping them engaged over time.

Touchpoint 1: Welcome Email

Subject: Welcome to [Company Name] – Your Journey Starts Here!

Hi [Customer Name],

Welcome aboard! We’re thrilled to have you with us. Here's what you can expect and how we can help you achieve your goals. [Brief introduction to what’s next and a link to a quick start guide.]

Best,

[Your Name]

Touchpoint 2: Value Proposition Video

Subject: Here’s How We Add Value – Watch Now

Hi [Customer Name],

To kick things off, I wanted to share a quick video explaining how [Company Name] can help you reach new heights. [Link to a video where you explain the core value proposition in a personable, direct manner.]

Looking forward to your success,

[Your Name]

Touchpoint 3: Customer Success Story

Subject: See How [Customer’s Name] Achieved Success with Us

Hi [Customer Name],

Success leaves clues. Check out how [Another Customer's Name] used our service to achieve amazing results. [Link to a detailed case study or testimonial video.]

Have questions? I'm here for you.

[Your Name]

Touchpoint 4: Free Resource/Guide

Subject: Your Free Guide to [Relevant Topic]

Hi [Customer Name],

I thought you might find this guide/podcast/video on [Relevant Topic] useful to you. It’s packed with actionable tips and insights. [Link to a downloadable guide or video/podcast.]

Toasting your success,

[Your Name]

Touchpoint 5: Quick Check-In

Subject: How Are Things Going So Far?

Hi [Customer Name],

Just wanted to check in and see how you’re finding everything. Any questions or feedback? I’m here to help.

Best,

[Your Name]

Touchpoint 6: Webinar/LinkedIn Live Invitation

Subject: Join Our Live Webinar on [Relevant Topic]

Hi [Customer Name],

We’re hosting a webinar/LinkedIn Live on [Relevant Topic], and we’d love for you to join us. It’s a great opportunity to learn and ask questions live. [Link to webinar registration.]

See you there,

[Your Name]

Touchpoint 7: Pro Tip Email

Subject: Pro Tip: How to Maximize Your Results with [Product/Service]

Hi [Customer Name],

Here’s a quick tip to help you get even more out of [Product/Service]. [Provide a specific, actionable tip.]

Keep pushing forward,

[Your Name]

Touchpoint 8: Interactive Q&A Session

Subject: Your Questions Answered – Live Q&A Session

Hi [Customer Name],

We’re hosting a live Q&A session where you can get all your questions answered. Don’t miss out! [Link to Q&A session details.]

Best,

[Your Name]

Touchpoint 9: Industry Insights Email

Subject: Stay Ahead of the Game with These Insights

Hi [Customer Name],

Here are some recent insights and trends in [Industry] that you might find interesting. [Link to an article or report.]

Best,

[Your Name]

Touchpoint 10: Success Metrics

Subject: Look at What You’ve Achieved So Far

Hi [Customer Name],

I wanted to share some of your success metrics since you started with us. [Provide specific data or milestones they’ve reached.]

Great job!

[Your Name]

Touchpoint 11: Personalized Advice

Subject: My Personalized Advice for Your Next Steps

Hi [Customer Name],

Based on what I’ve seen so far, here are a few personalized tips to help you reach your next milestone. [Provide tailored advice.]

Keep up the great work,

[Your Name]

Touchpoint 12: Exclusive Offer

Subject: Special Offer Just for You – Don’t Miss Out!

Hi [Customer Name],

As a token of our appreciation, here’s an exclusive offer just for you. [Detail the offer and include a call to action.]

Take advantage today,

[Your Name]