1. Get relevant – dive into personalization and
segmentation.
The greatest capability of email marketing technology –
segmentation and personalization – is likely the most
underutilized by most companies. Making your emails as relevant
as possible to each recipient is the most critical "must do" in
2006. Your emails are competing for attention with an increasing
number of messages in your subscribers’ inbox. The emails that
resonate most, through personalized subject lines, offers,
articles, products showcased, and follow-up emails based on
recipient activity, will be the clear winners. It is crucial
that companies begin this process, even if it is simply
personalizing the content of the subject line or sending
modified emails to several different segments of your list. Once
the process is started, companies can then work toward the
promised land of dynamic content and lifecycle-based messaging.
2. Resolve or minimize deliverability and rendering
issues.
Marketers must send pre-campaign test messages to uncover
delivery problems before sending the actual message to
recipients and monitor results after each message to spot ISP
blocking, filtering and blacklisting. They should test their
email messages in different email clients (Outlook, Lotus Notes,
AOL , and Web clients like Hotmail/MSN , Gmail and Yahoo!) and
platforms (PC and Macintosh) and correct problems. Establish
authenticity as an email sender by publishing SPF code in their
DNS record.
3. Redesign email messages for the inbox and users who
view them in the preview pane and block images.
Marketers must redesign their emails to render properly and
be easily read and acted on in a world of preview panes and
blocked images. In 2006 Yahoo! Mail and Hotmail will add preview
panes to their Web-based clients, adding to the significant
usage of preview panes by Outlook and Lotus Notes users.
Marketers should redesign email message templates to deliver
maximum information in the top 2 to 4 inches and increase their
creative use of HTML fonts and colors, while relying less on the
use of images that ISPs or recipients' email clients might
block.
4. Optimize the beginning of the email relationship.
Marketers must focus special attention on the beginning of
the email relationship, because the most significant decline in
email performance comes two months after recipients opt in.
Engage new subscribers immediately with an organized program
that includes a welcome message sent out upon confirmation,
followed by the current newsletter or promotion, and emails
offering a set of "best-of" newsletter articles or an
email-exclusive offer just for newcomers. Manage subscribers’
expectations from the start by adequately explaining the email
program’s value proposition, frequency, type of content and
privacy policies.
5. Get on the permission train.
Marketers must review the permission practices across their
Web sites and at all customer-contact points within the company.
Convert any opt-out address collection (loading a subscription
form with a checked box or sales offers emailed to prospects
without permission) to opt-in. While not required by the
CAN-SPAM Act,
permission-based email is becoming the acknowledged best
practice in the industry. Companies that send unsolicited email
risk damaging their brand and losing customers.
6. Focus on metrics that matter.
Marketers spend way too much time worrying about
process-oriented metrics such as open and click-through rates.
Companies need to focus more on the end goals by tracking
conversion rates, revenue per email, whether specific desired
actions were taken, etc. Newsletter publishers need to drill
down and track which type of articles and format style motivate
subscribers to click through to read more, and then adjust
content and formats accordingly. Use open and click rates as
indicators of trends and possible delivery and rendering issues
rather than as stand-alone measures of campaign success.
7. Take better care of long-term subscribers.
EmailLabs estimates that 30% to 50% of a company’s email list
may be inactive, meaning that subscribers have not opened or
clicked on a link over a reasonable series of messages or time
period. Marketers need to wake up these dormant subscribers by
trying different subject lines, frequency of mailings and new
formats, sending them special offers or best of newsletters,
surveying them, and getting them to update their demographic,
preference and interest profiles. Marketers also need to analyze
these “inactives” to uncover potential trends such as how they
opted in (sweepstakes offer, free whitepaper, etc.) and their
demographic profiles.
8. Maximize search with email.
Search is now a dominant means to acquire customers and
leads, but companies that don’t integrate their email programs
with their search efforts are throwing search-engine-marketing
dollars in the trash. Include an email offer as a secondary
objective on the landing page. Invite visitors to opt in to a
newsletter, download a whitepaper or try a product/service demo
if they don't want to buy or take other desired actions. Then,
use email to move subscribers along the sales lifecycle.
9. Test, test, test and improve.
Things move and change quickly in email marketing. What works
for a competitor or worked for you six months ago might not work
today. Companies need to test variables continuously, including
format, design, copy style and calls to action, subject line
approach and offers, personalization, content types or product
categories and more. Start with simple A/B split tests, and
repeat the test at least a few times to verify results.
10. Create an email marketing plan and align resources.
Do you have an actual email marketing plan with specific
goals, success metrics and action steps outlined? Because email
marketing is still so new to many organizations, budget and
resources for the channel are often not in line with the
opportunity and potential ROI. Develop a plan that clearly
demonstrates to management the value and ROI of a strategic and
well-run email marketing program. Make sure your plan includes
enough budget and resources to enable significant improvement in
ROI through increased personalization and segmentation, better
deliverability, continuous testing, analysis and improvement and
use of advanced technology.
To sum up: Yes, it's a long list, and it probably
looks pretty intimidating if you haven't developed your email
program beyond batch-and-blast. But remember that a profitable
email-marketing program can't be developed overnight. You can't
fix an underperforming program overnight, either. If you need
help getting started, you'll find plenty of advice, tips and
suggestions in our
Resource
Center. We also will address some of these issues in
upcoming issues of The Intevation Report. Stay tuned!