One (Fictional) Marketer’s Journey: Tell The Truth
Jenny appreciates the gutcheck. She knows from past experiences that going totally dark is almost never the way to go. So she drafts up some comms to send to their email list and runs them by her boss. The email is honest and clear about what happened, who’s affected, and when users can expect a fix. It also employs a hint of the humor that Politer Weekly is known for, just turned inward for once.
Her boss sends her plan up the food chain for approvals, and as he does so, Jenny glumly pauses all her update-related Canvases and Campaigns until the issue is resolved. She adds a tag to each of them (“oopsie update”) so she can find them easily in the future.
Feedback comes back from the powers that be that her email is approved (with just a dozen or so changes, naturally). She builds it into Braze, proofs it, and sends it on its way just ten minutes later. Finally, she tunes into their #Support Slack channel to see the replies pile up.
There are some negative ones, of course. Even in the best of times, that can happen. But there’s also an overwhelming amount of gratitude for Politer Weekly’s honesty, and requests to be updated as soon as the fix goes live. Jenny works with the support team to figure out how they can upload a list of those users so she can send them a more personal email when that fix is ready (and actually works).
As Monday approaches, Jenny feels better about her choices and ready to make her voice heard about what could have been done better, regardless of bugs in the code.
Ashley Christiano is a Principal Customer Marketing Manager, Global SMB based out of Los Angeles. When she’s not helping customers get more out of Braze, she’s probably sorting her books by color, writing horoscopes, or hanging out with her cat Gracie and dog Louise.