Freshly: Referral Offer Freshens Up

 A couple months ago I wrote about a referral offer from Freshly that merited a Fail for Creative. Last week, the company sent me a similar offer and, from a creative and user experience standpoint, it is an improvement. 

Freshly email

This email is personalized, addressing me by name. Although it positions the referral offer as something I had "earned" (which feels a bit gimmicky), the email does recognize both my purchase history and enthusiasm for the product. 

Rather than the previous mailing -- which provided a code to share but without adequate instructions about how to use it -- this email offers a simple link with a Call to Action to "Send a Free Box." That seems easy, and needs no special codes. 

The landing page includes a 3-step, easy-to-understand process for the customer to follow to give a friend a free week of Freshly. 

Referral offer landing page

The input fields are clear. The email message and subject lines include stock language with an opportunity to personalize. That's almost as flexible as switching next week's meal from the Cauliflower Shell Beef Bolognese to the Indian-Spiced Chickpea Curry Bowl.

One element included in the May email that is lacking here, however, is an expiration date. Instead, the email body copy mentions "... and will expire unless you share it soon ...", while the disclosure reads, "Freshly reserves the right to modify, replace, or cancel offer(s) at any time" -- a statement that lacks a sense of immediacy. This is not a Fail for Creative but is an improvement opportunity. Even if this referral offer is intended to be evergreen, I would include a soft expiration date using language such as "... so send a Freebie Box in the next 7 days and give the gift of better meals made easy!"

Referral offer Thank You page

Lessons:

1. Referral programs are a useful approach to allowing your customers to be your advocates.
2. When you want your customers to do something, take all the traction out of the process.
3. If your offer does not have a expiration date, at least suggest a timeframe for the customer to take action.

Freshly: How Do I Share My Code?

This email from Freshly merits a Fail for Creative.

Freshly email to customers inviting them to share

Freshly is a meal subscription service. It offers reasonably healthy, pretty fresh refridgerated meals that can be prepared in the microwave in about three minutes. Personally, during the pandemic lockdown, it helped me have several quick, tasty lunches between Zoom meetings. They've offered a referral program since as long as I've been a customer (at least I think so -- during the lockdown, one business day sometimes faded into the next). 

This offer is a bit different. The email recipient, a current customer, is given a "share code" to send a Freshly Freebie to someone who can get a free week of meals. Nice; however, there is no explanation of how to share. The email lacks an explanation of what I or that special someone needs to do to use that share code and enjoy that free food. This lack of explanation puts traction in the customer process of sharing, which reduces the likelihood of customer action.

The offer was sent on April 29 and expires May 6. This means the offer expires only a week after sending. The offer window is appropriately sized for an emailed offer; however, because the expiration date is mentioned only in the disclosure, the attribute of immediacy in the Call to Action is lost. The expiration date should be communicated in body copy, e.g. "Your share code is valid only through May 6, 2021, so be sure to share your Freebie today!"

Lessons:

1. Your Call to Action should clearly describe the steps required for the customer to take advantage of your offer.
2. Do not bury your offer expiration date in your fine print.