MarketingSherpa Blog

This week we’re looking back on MarketingSherpa’s fifth annual Email Marketing Summit and what we learned from the over 600 marketers who came to Miami.

Take a look at our full wrap-up report with seven takeaways. It’s perfect for attendees who want to revisit key themes, and for those who couldn’t make it this year. We also published an article featuring Summit keynote speaker Joseph Jaffe, Chief Interrupter, Powered Inc. Jaffe launched his new book, “Flip the Funnel,” at the Summit.

Personally, I thought the Summit was a fantastic event loaded with cutting edge thought leadership and advice for running outstanding email marketing campaigns.

One interesting bit I noticed came from two back-to-back consumer marketing sessions where speakers mentioned the dreaded “list blasting” tactic. The broadcast tactic of sending a single email to an un-segmented list is thought to be an ineffective approach left behind years ago.

“Blast does horrible things to our industry in perception,” said Loren McDonald, VP, Industry Relations, Silverpop in a panel discussion. “But no matter how sophisticated you are, there is still some broadcasting.”

Although segmenting and sending targeted messages is a superior strategy, sending an occasional blast email to subscribers is acceptable — but it must be very occasional. The superiority of segmenting and targeting over broadcasting was emphasized by a session immediately following McDonald’s panel.

Joy Cropper, Director, Internet Strategy, Williams Randall Marketing described how her team transformed a blast-based email program for the Indiana Office of Tourism Development into a successful segmented program, dramatically improving results.

Cropper’s team surveyed their list with a $100 gas card contest as an incentive and used the responses to find segmentation opportunities. They then created three new newsletters and asked everyone on the list to re-opt-in.

They went from sending one email 10 times a year to three emails 12 times a year — increasing frequency. The result? The cut their list in half and increased their number of clickthroughs 10-fold.

Two of the latest marketing trends–social networking and SMS messaging–are becoming routine for some marketers, and their roles are becoming more clearly defined.

Chad Hallert, Director, Ecommerce, Eldorado Hotel Casino, and his team have experimented with building and promoting to a list of SMS subscribers since early 2009. In some ways, the team uses SMS similarly to how they use Facebook and Twitter. However, they’ve found SMS messages attract more immediate attention to promotions.

The team’s tried sending channel-specific promotions to SMS subscribers and social followers, but without fantastic results, Hallert says.

“We tried stand alone offers with mobile, social and email…when you break them up to pieces, nothing really competes with email, and the other two don’t look as valuable as they are.”

Instead, the real value of SMS and social are their ability to improve the results of an integrated campaign, Hallert says. He’s seen results improved by 5% to 8% by adding an SMS alert and Facebook updates to campaigns that already included website, paid search and email promotion.

This is due in part, Hallert says, to customers subscribing to more than one promotional outlet. A person who receives a text message and email about an offer is more likely to convert than a person who receives only one of the two.

The marketing power of the team’s SMS subscribers and social followers is likely to improve as the lists grow in size in relation to the team’s email subscribers. Currently, their SMS list is about 10% of their email list in size, Hallert says.

For now, the team is seeing social and mobile marketing add more value to integrated campaigns than the channels could generate by themselves. Watch our consumer marketing newsletter for a case study describing how Hallert’s team leveraged the immediacy of SMS to take advantage of the weather’s impact on hotel bookings.

For this week’s EmailSherpa case study, I had a long conversation with Eric Erwin, EVP Marketing & Product Development, Wilton and Tim Bay, Founding Partner, Shay Digital about the ways email and social media marketing can work together.

I compiled five of their best strategies in the article, available here, but there was another big point that I think is important to remember.

Social media isn’t entirely unknown territory for email marketers. After all, they’re the experts at growing an audience, creating relevant content, experimenting with message timing and frequency, and adjusting tactics based on response rates.

But there is one big adjustment that email marketers might have to make when launching a social media strategy: You have to be comfortable with the idea that you’re no longer in control of the conversation.

“The hardest thing for marketers is to turn over the brand experience to the community and let them define it,” says Erwin.

When creating a Facebook fan page or managing a Twitter feed, you have to avoid making yourself the center of the conversation. Instead, Erwin’s team has found success by listening more than talking, and inserting themselves into discussions when appropriate.

Watching customers discuss how they use Wilton products on Facebook gives his team new ideas for future marketing campaigns. If they see a particular question or challenge continually bubbling up from the community, that becomes fodder for a how-to blog post, or even ideas for a new product.

When they do start a conversation, they make sure to take a step back and let the community dictate where it goes. Yes, there can be some criticism of the brand, but Erwin says that criticism helps them improve the customer experience.

So while it’s a big step to take, it’s one that marketers must accept for a successful push into social media. As Tim Bay of Shay Digital says:

“We recognize that there is a leap of faith, but you can reduce the distance of that leap by doing your homework and then just diving in. If things don’t go well at first, you can adjust.”

Sometimes that leap of faith is so daunting that marketers just can’t bring themselves to make it – and they’re missing an opportunity. That’s why we’re dedicating the second day of our upcoming Email Summit to the convergence of email and social media.

We’ve filled that day with new research presentations, panel discussions and case studies that show how marketers are making email and social media powerful allies. You can check out the agenda here.

If I don’t see you there, feel free to share your own advice on navigating the waters of email and social media in the comments section.

When shoppers visit supermarkets and large retailers, they’re bound to see branded in-store displays. The stores add revenue while helping brands stand out. Why not apply this idea to ecommerce?

That’s just what Doug Miller, Global VP, Media Solutions, Expedia Inc., and his team have done with several Expedia Inc. properties including Expedia.com, Hotels.com and Hotewire.com.

The team started leveraging their reach into the consumer travel market when Miller joined about five years ago. Miller says about 61% of visits to travel websites are to Expedia properties.

“They are very few places, probably nowhere else, where you’re going to be able to reach an online travel audience in such a concentrated way.”

This qualified high-volume travel audience presents a great opportunity to sell media. Expedia’s world-wide media business, a which encompasses more than Miller’s team’s work, accounts for about 10% of their total business and growing fast, Miller says.

Take a look at these four media options. They might give you ideas for leveraging your own audience:

StorePoint Ads

The team’s first program offered display ads that reached several Expedia Inc. sites. The banners are shown:
o Adjacent to search results
o On the homepage
o On browsing pages
o On content pages for various destinations

“This is where Hawaii or Mexico or American Airlines will call out to you and say they have a special opportunity for you at the point of sale,” Miller says.

Expandable StorePoint Ads

The team later updated the StorePoint technology to offer marketers the option to integrate interactive rich-media ads. The Flash-based ads expand over site content when clicked, and retract to their normal size when visitors move away.

Once expanded, the ads can offer a range of functionality, including:
o Audio and video
o Data capture fields
o Interactive animation
o Send to a friend

TravelAds

The team offers marketers a bid-for-placement, sponsored listings program specifically designed for hotels. The ads are featured at the top of search results pages on Expedia.com and Hotels.com for location-based searches bid on by marketers. These marketers can bid on specific locations and time periods, and set a maximum budget to control their spending.

PassportAds

This year, the team launched a behaviorally-targeted ad format that reaches Web surfers after they’ve left an Expedia site. For example, an Expedia.com visitor might search for and browse for hotels in Venice, leave the site, and later see ads elsewhere for Italian vacations.

The team works with several ad networks and sister companies to make the program work across a wide range websites, some in the comScore top 100, Miller says.

End-of-year craziness meant that many of you couldn’t find time to share a marketing lesson for our “2010 Marketing Wisdom from the Field” report. So we’ve extended the deadline for you to share quotes about test results, campaign lessons or other insights you gained in 2009.

You now have until Sunday, Jan. 10 to share your wisdom with fellow marketers. Simply send us a short story highlighting a successful — or not so successful — experience from 2009, told in your own words.

This deadline will not be extended again, so don’t wait. Click here to share your quote:
http://sherpa.wisdomreport.sgizmo.com
(New Deadline: Jan. 10, 2010)

Thanks!