How Do I Tell My Customers About My New Email Address?

In this article, I’ll share with you a step-by-step guide on how to communicate your new email address to your customers, peppered with tips from my personal experience.

Key Takeaways

  • Effective Planning: Start with a solid plan to ensure every customer is informed without overwhelming them or yourself.
  • Multi-Channel Communication: Utilize various platforms (email, social media, website updates) to reach customers across different mediums.
  • Personalization and Transparency: Personalize your messages and be transparent about the reason for the change.
  • Timing and Follow-ups: Choose an optimal time to send the announcements and plan for follow-ups to catch anyone who missed the initial message.
  • Technical Updates: Make sure to update all your business listings, email signatures, and automated systems with the new email address.

Step 1: Draft a Clear and Concise Email Announcement

The first step in informing your customers about your new email address is to draft a clear, concise, and informative announcement. This email should include:

  • The new email address.
  • The effective date of the change.
  • The reason for the change (if applicable).
  • How this change will benefit them or improve communication.
  • Assurance that all other contact information remains the same.

Personal Tip: In my experience, personalizing the email, even if it’s just using the customer’s name in the greeting, significantly increases the engagement and positive reception of the message.

Step 2: Utilize Multiple Communication Channels

Don’t rely solely on email to inform your customers. Use multiple channels to ensure the message reaches everyone:

  • Social Media: Post the announcement on all your business’s social media platforms.
  • Website: Update your website’s contact page and consider a popup or banner announcement for a few weeks.
  • In-Store or Physical Mailings: If you have a physical location or send out physical mailings, include a note about the email change.

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Personal Tip: I found that a brief video announcement on social media platforms was particularly effective in reaching customers who engage more with visual content.

Step 3: Update Your Email Signature and Automated Messages

Before the switch, update your email signature in your old account to include a note about the upcoming change. Also, adjust any automated messages or email marketing platforms to reflect the new email address.

Step 4: Consider an Email Forwarding Setup

Set up email forwarding from your old address to the new one. This way, you won’t miss any messages during the transition period.

Personal Tip: Keep the forwarding in place for at least 6 months to a year, as some customers may not update their records immediately.

Step 5: Send a Reminder and Acknowledge the Change

A few weeks after the initial announcement, send a reminder to your customers. Once the change is in effect, acknowledge it in your communications, thanking your customers for their understanding and patience.

Tips from Personal Experience

  • Be Transparent: If the email change is due to a business rebranding or a shift in your service offerings, share this with your customers. Transparency builds trust.
  • Timing is Key: Avoid making the switch during your peak business seasons. Choose a quieter time to ensure a smoother transition.
  • Quality Over Quantity: It’s tempting to send multiple reminders, but too many can annoy your customers. Aim for a balance in your communication frequency.


Changing your email address and notifying your customers doesn’t have to be a daunting task. With careful planning, clear communication, and a bit of personal touch, you can ensure the transition is smooth for both you and your customers. 

Remember, this is more than just an administrative change; it’s an opportunity to reconnect with your customers and reinforce your commitment to effective communication.

I’d love to hear about your experiences or any additional tips you might have for telling customers about a new email address. Please share your thoughts in the comments below!

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