He was happy. Three weeks later, he's forgotten your name
Your customer came once, and it went well. Then nothing: he's forgotten your name. A note the next day is enough to keep him.
Thursday: Camille leaves happy
Hello Camille,
Thank you for popping in on Thursday, it was lovely to see you.
Little secret: on Saturdays, the apple tart comes out of the oven at 10 am. We'll keep you a slice if you like.
Have a lovely day,
Julien
She smiles, she doesn't reply, she keeps it.
What's left of you, from the next day to three months on
A note the next day,
and your name stays with her.
Quietly forgotten, no hard feelings
of French people feel over-solicited by brands
Including 58% far too much. That's why there's only ever one message, never two.
regularly unsubscribe from the newsletters and promotions they receive
prefer to be written to rather than called
received by the CNIL in 2025, up 10%, of which 19% concern retail and property
Notify study on marketing pressure, 22 April 2025, 1,153 respondents. CNIL, 2025 annual report for complaints, 2024 for their breakdown by sector.
He thought you were very good, and told nobody. He left his number and the next day he gets a promotion, not a thank you. The message claims to be personal, it starts with Dear customer. He looks for the link to stop receiving anything, can't find it, and marks it all as junk. When he next thinks about buying, it's a chain store's name that comes to mind.
You decide, step by step, what you hand over
Here's Camille's visit to you, step by step. For each one, say whether it goes through Atlas® or stays as it is today, then run the simulation to see what Camille experiences.
She leaves, nothing is taken from her
Ten seconds at the till, her first name and her number. No form, no card to put away.
The next morning, a note, or nothing more
Not the same evening, not three weeks later: the next day. A short message, signed with the first name of the person who served her.
She reads it all, or she switches off
Four lines fit on her screen without scrolling. No promotion, no discount.
She keeps your name, or she forgets you
Your name, your street, your opening hours stay in her phone.
Whatever your volume
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What's left of you, from the next day to three months on
Camille came in on a Thursday. At the top, what happens when nobody writes to her. At the bottom, what happens with a single message, sent the next morning.
- The next day
A four-line message signed Julien
She smiles, she doesn't reply, she keeps it.
Without: she had a nice time. Nobody reminds her, and the day rolls over it.
- The following week
Your name is in her phone
On Saturdays, she knows the tart comes out at 10 am.
Without: she remembers the bread, not the shop. She walks past without going in.
- The following month
She says Marceau, and she says Julien
She's been back twice.
Without: she'd say the shop near the square. She couldn't name you.
- Three months later
She's mentioned you to her neighbour
It's the only shop in the neighbourhood that said thank you.
Without: she buys elsewhere, without thinking, from whoever's name comes to mind by itself.
Nine more visits a month. Ninety new faces a month, a note for each. One in ten comes back: an eighteen-euro basket, one thousand nine hundred and forty-four euros over the year.
A note the next day, ten seconds at the till
The message that thanks and the message that sells look alike when written. The customer doesn't receive them the same way at all.
A note doesn't make up for a bad visit.
One only, never two: 94% complain of being overloaded. Recent buyer: allowed, with name and unsubscribe link, CNIL.
What the welcome note brings you
90 new faces a month, a note for each. One in ten comes back, with an 18-euro basket.