The lesson
When an account goes quiet, have an executive send a plain note naming what you saw, asking one thing, and paying for it.
The move
Nick, who signs as VP, Revenue & Customer Experience, writes "We noticed that you're using your Mercury account for Magpie Mentors LLC less or that you've moved funds elsewhere." He asks for a short survey and offers a $20 gift card, with one dark Start survey button.
Why it works
- Our readNaming the observed behaviour and the customer's company makes the note read as meant for this account, and it explains why the reader is being asked.
- Our readStating a payment up front and saying the survey closes once there are enough responses sets a clear, small commitment.
What not to copy
Don't copy the line about usage dropping unless you can state it accurately for each recipient. Keep the single ask, the incentive stated plainly, and a signature from someone senior.
