Hi, folks. It may be hard to believe, but sometime even we make automated marketing mistakes. The irony is that our follow-up marketing mistake, which we regret terribly, was caused by human error. We’d like to apologize to a handful of folks who were affected by our mistake and went out of their way to attend our St. Louis Marketing Revolution Tour event, only to find out that it had be canceled without notice.
Here’s the scoop.
We sponsor an awesome tour around the country known as the Marketing Revolution Tour. Our clients become Infused by talking about our product, asking questions and helping each other revolutionize the way they do business.
The event is open to all clients. Registrants who sign up are automatically placed into a follow-up sequence reminding them of the location and confirming their attendance to their regional location. Regrettably, we had to cancel the St. Louis event at the last minute due to a scheduling conflict but didn’t inform the most important people—our clients that had registered for the event.
In fact, we dropped the ball in more than one way. In addition to not informing our clients that the event was canceled, we didn’t turn off the automated follow-up sequence reminding them to attend. As a result, they received a very compelling email the night before reminding of the importance of attending the event. So the following morning, a dozen clients found themselves in the lobby of a hotel with nowhere to go.
We are so sorry. We value and respect everyone’s time and interest in showing up, so we’d like to make it up to you. We’ll send St. Louis registrants Marketing Acceleration Kits (MAKs) and a DVD recording of our upcoming Phoenix Marketing Revolution Tour stop at no charge – stay tuned to your e-mail for more information. Yes, this mistake has a price to it and we’ll eat the cost to improve all of our clients’ experiences.
The lesson to take away from this is to stay abreast of all your follow-up sequences you have running. Careful attention is needed to prevent issues like this, especially if you have many marketing events all year like we do. In the event commitments change, always let your contacts know with a quick broadcast e-mail. With Infusionsoft, you can accomplish this feat relatively easy with the Follow-Up Sequence Dashboard. To alert contacts to a timely change, send a broadcast to contacts who are in specific Tags or match criteria specific to their event.
Again, I’d like reiterate our apology for any inconvenience our loyal customers and intrigued prospects endured because of this human error. At the very least, this mistake reminds us of the importance of follow-up marketing for all marketers in any industry.
Thanks again, Randy, for elevating this to our attention. We hope we can earn your trust and faith in the future.
Posted In: Company Buzz
