Tracking Newsletter Opens: Understanding Customer Behavior and Complaints

[amy07]

Isn't it interesting to see who and how often your customers review your newsletter. I'm finding that one of my biggest "complainers" is often the one who reviews my newsletter the most, month after month? What's with that?!! And she's not even doing it in one day, she keeps coming back day after day. Yet she is so upset with PC now (broken stone, getting refund).
Guess it's better that she is still hanging around than the alternative, but it is weird. boggles my mind.

 

[BlessedWifeMommy]

I know what you mean! It is crazy!One thought is it is possible when she opens her email the program may open her first email, and thus every time she opens the program it shows as another open?

 

[scottcooks]

Don't interpret customer complaints as bad. If they didn't care, they would throw out a broken product and not contact you. I know it's unusual, but to some level, how much they gripe is a direct reflection of how much they care.

Yes, in some cases it is how much they need a caring voice to pay attention to them, but if you approach them with professionalism and appropriate concern for their need, they reciprocate in kind.

Someone who reads the newsletter over and over is looking for something. Maybe send her YourLifeYourWay with a DVD "for you or a friend" and see what happens!

 

[PampChefJoy]

Sometimes, if they forward the newsletter to friends, it will register as an open under their name again. The mailing program I was using for my newsletter distribution to subscribers did it that way... so everytime one of the subscriber's customers opened the newsletter, it would register another "tick". It's kinda cool to see someone has opened your newsletter 20,000 times a month!

 

[SummerG]

My email is set up through Yahoo. Is there a way to track who opens your emails when sending them through Yahoo? I am certainly curious to know who reads mine. Ü