72. Hot Seat: How to make your email automations feel personal with Rachel Smith

What if your email automations could do the heavy lifting of personalisation... without you writing a separate email for every type of subscriber?

That's exactly what we dig into in this hot seat episode with Rachel Smith, freelance journalist, copywriter, and the founder of Rachel's List, a thriving jobs board and membership community for writers of all kinds. Rachel is a Retention Lab member, and came to me with a real headache around her email marketing, and we worked through it together live on the show.

What we cover:

• Why personalisation isn't really about first names (and what to do instead)
• How to use application form data to create conditional content that feels bespoke
• Trigger links and what they can tell you about hot leads sitting in your sequence
• The case for re-engagement flows at the three and six month mark
• How to incentivise feedback so people actually complete your surveys
• Milestone tagging inside your email platform and why it matters for retention
• Activity scoring to spot disengaged members before they quietly cancel

Connect with Rachel Smith:

https://rachelslist.com.au/

https://rachelsmith.com.au/

https://www.instagram.com/rachelslist/

https://www.linkedin.com/in/rachelsmithsydney/

https://rachelslist.com.au/portfolio/the-pay-rates-report/  

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you b uild a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month .  Join here!

Find out how you can get my strategic customer experience brain on your brand here .

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.