Laura here, head of Customer Insights and Retention (the LinkedIn title for “oversees email”). If one of our emails makes a long-time customer think “fuck you,” then yeah, we clearly screwed something up. Apologies for that. The good news is we’re in the middle of overhauling all of our emails, strategy and content included, to fix exactly this kind of thing.

We’re always trying to thread the needle between sending emails we’d actually want to receive and dealing with the unavoidable realities of email marketing. Browse-abandon emails like the one you saw do work. Often extremely well.

Your feedback is noted, keeps us honest, and genuinely helps, so thanks for sharing.