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Archive for the ‘Email Marketing’ Category

How Mr. Lube Canada Leveraged Data to Create a Personalized Customer Experience

May 15th, 2017
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Canadian chain of automotive maintenance service centers Mr. Lube was challenged with customer retention and relationship management across the various touch points.

Before her session at MarketingSherpa Summit 2017, Andrea Shaikin, (Former) Director of Customer Experience and Engagement, Mr. Lube, sat down with me in the Media Center to discuss how her team approached the challenge.

Andrea said that the first and biggest issue (as it is with many marketers) was data.

“We had so much data. It was unbelievable. Transactional information going back 40 years, but we couldn’t use it for customer information. We didn’t actually know what people were doing [because] our unique identifier was the license plate, not the person,” she said.

The team had no clue how to meaningfully interpret the data to give people the information they needed at the actual time when they needed it. The team had to find a way to do that, without changing too many of the systems for the financial reporting purposes.

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How to Use Social Media Tactics to Make Your Emails More Enticing

May 5th, 2017
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Email marketing is tough. You have almost no time to grab your audience’s attention with a subject line, and even if they do open — that’s when the battle is just beginning.

For those who do open your email, you can’t give them any reason to click the ‘delete’ button, and you have to pique their interest immediately.

One of the best ways to accomplish that is through visuals. Something fun, bright and colorful to catch their eye so that they give the content and copy in the email — no doubt wonderful and scintillating — the time it deserves.

When it comes to visuals, there’s a lot that can be taken from social media. If your company has a strong social presence, start pulling some tactics from there. If you don’t, do some research to see what companies in your sphere are doing on social.

Here are three companies taking those dynamic tactics and successfully implementing them into email:

Tactic #1. Gamify emails to entice readers

Primm Valley Resort and Casino, part of the Affinity Gaming family of casinos, wanted to leverage insights from behavioral economics to create campaigns that would be not only fun, but motivating.

With email, that meant embedding bite-sized games into the experience, allowing customers to play and win prizes they otherwise would have been given for free.

Evans and her team decided to play off of customers’ penchant for playing games to promote events.

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Inbox Equilibrium: How small businesses are making an impact in customer’s inboxes

April 28th, 2017
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I have been writing email marketing case studies for MarketingSherpa for almost five years, and almost without fail, they’ve been from companies large enough to have a dedicated marketer working on campaigns. At the very least, small companies that had big company aspirations and a “jack of all trades”-type working on campaigns.

But when I take a look at my personal inbox, I realize that’s only a partial view. Sure, I receive emails from big brands, but my inbox has changed in recent years. At least half of the emails I receive now are from small, local businesses.

In fact, the one I look forward to the most is the update from the historic San Marco Theater here in Jacksonville — the owner writes each email himself as if it were a personal letter to each of us. The theater recently upgraded to a second screen, and I have been following the building drama rabidly.

There’s something about receiving a personal and detailed email that is almost quaint, now. The only people who email me any more to give me the small updates about their lives now are those small, local businesses.

In recent years, there has been an email evolution where email marketing became accessible and easily doable for people who are juggling the majority — if not all of — the tasks associated with running a business.

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Customer-First Marketing: The argument for sending your customers non-transactional emails in two case studies

March 3rd, 2017
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In a 2016 MarketingSherpa study, we split 2,400 consumers into two groups. We asked half of the respondents to name a company they were satisfied with, and we asked the other 1,200 to name a company they were unsatisfied with.

The most popular response from satisfied customers — 42% of respondents — said that their chosen company’s marketing puts their needs before its business goals.

For unsatisfied customers, the most popular responses — 30% of respondents in each case — were that the company they were unsatisfied with “sometimes” or “seldom” puts their needs before its business goals.

How does this translate into email marketing? Examining the ratio of company-first emails (heavily transactional) to customer-first emails.

We’ll do this by reviewing two case studies featuring marketers who decided to dedicate significant time and effort into producing an email send where the goal wasn’t to drive revenue.

Case study #1: Marriott International

“It felt like we had the opportunity to really do something that was much more member-centric, and really use all the data that we’ve got on our members and present it to them in an interesting, fun way that they might not expect from us,” Clark Cummings, Senior Manager of Member Marketing, Marriott International.

Clark said that in the interview for his published case study for MarketingSherpa, where he was describing Marriott’s Year in Review campaign.

That send — which was non-transactional in nature — helped triple the December average of revenue per message delivered and contributed to making Marriott’s Q4 of 2014 the most successful fourth quarter in three years.

The Year in Review campaign led with a video that summarized several of the Marriott-specific highlights of 2014. This video was customized to each Rewards member.

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Marketing Technology: Choosing an email service provider to fit your needs in 4 steps

February 24th, 2017
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As one of the most commonly outsourced services, an ESP (email service provider) can be a great asset to a marketing team. Choosing the wrong one, however, can slow projects and inhibit email creativity, as well as cause issues with subscribers.

Finding the best ESP for your company means more than just wandering out into the marketplace with a wad of cash. It’s about understanding what your team — and your customers — uniquely need from the email marketing channel.

Many of the case studies I produce for the MarketingSherpa email marketing newsletter deal with an ESP switch, in differing variations. Usually, I’m writing about a stellar campaign that was produced after a marketing team broke free from the constraints of an ill-fitting ESP.

If the search for an email service provider is done correctly, it should be labor intensive. Which means you don’t want to have to do it very often.

Step #1: Perform an audit on the processes and workflows you currently have in place

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How Dell Simplified Email Template Design to Improve Engagement

November 18th, 2016
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“Our main focus [in email marketing] is making sure we’re saying the right thing at the right time to the right person,” said Jessica Vogel, Global Marketing Consultant, Dell.

Having an efficient and effective direct marketing vehicle such as email is critical for the success of Dell’s sizeable direct business. Jessica is part of a team that continuously focuses on email user experience and channel optimization through efforts like responsive design, dynamic content and engaging content integration.

As the email vehicle has evolved into a complex and highly automated direct marketing medium, the team audited its email program (including customers’ mobile and desktop preview-pane experience) and discovered a key challenge to email engagement — its legacy email template.

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‘Twas the Night Before Sending: How Ebates created a compelling holiday email send in one day

November 11th, 2016
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As marketers become fully entrenched in the hectic holiday season, it’s easy to just keep to the schedule while letting customer engagement opportunities pass by.

Derek Kazee, Director of Retention Marketing, Ebates, and I spoke about this issue in the Media Center at MarketingSherpa Summit 2016 about how his team overcame the biggest holiday season obstacle cutting through the noise.

By reacting quickly after some holiday inspiration, Derek and his team quickly mobilized to engage with members about current and upcoming promotions in a fun and informative way.

“I got an idea to do something different, which was actually to remind and to preview all of the promos we were going to launch because I was having trouble keeping track of it myself,” he said.

Derek came into the office with that idea and challenged his team to come up with something that would be informative, non-promotional and engaging at the same time. As a result, one of the copy writers rewrote “’Twas the Night Before Christmas,” and it was designed in just one day.

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Mobile Email Marketing Optimization: Tips for beginner and advanced marketers from four experts

May 10th, 2016
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In the article from today’s MarketingSherpa Chart of the Week newsletter, we share data produced exclusively for MarketingSherpa by Adestra and Econsultancy, which identified the mobile email marketing optimization techniques that most commonly produce excellent email marketing ROI.

You can take a closer look at the data in the article – Email Marketing Chart: ROI from optimizing email for mobile devices – but here’s the punchline: Optimizing emails for mobile is more than three times as likely to generate ROI.

If you need data to help justify the budget, resources, and buy-in you need from business leaders or clients for optimized mobile email marketing (or if you’re already optimizing your mobile email marketing but need resources to move to the next level), the chart is an excellent asset.

So now what? Let’s say you get the resources … where do you begin? Or perhaps you’re already several years down the road, but are running out of ideas on what to do next.

To help with your mobile email marketing, we interviewed four experts who gave us invaluable tips for both beginner and advanced mobile email marketers. We’re including all the tips in one blog post to allow you to easily scan because, let’s face it, one marketer’s “beginner tactic” is another marketer’s “advanced idea.”

Let’s get started …

 

Tip #1. Start simple

No matter your budget or resources, adding tasks to your department’s already overflowing plate is no easy feat. This is especially true when you consider the proliferation of mobile device types, screen sizes, operating systems, email readers, and download speeds.

(You can multiply that complexity several times over if you have an international customer base.)

But the experts we interviewed encouraged marketers to simply get started on the changes you’re capable of making right away, and not trying to swallow all that complexity with one bite.

“Most of those just starting on the mobile optimization journey feel overwhelmed, so they should keep in mind that simplicity is often the best route,” said Monica Savut, Senior Research Manager, Econsultancy. “Focusing on the core components is key, from using a single-column design and hiding content that might not be essential in a mobile view, to including a mobile-friendly pre-header and designing for ‘fingers and thumbs.’”

“For companies just starting to put a mobile strategy together, simplifying is key,” agreed Aaron Pearson, Product Manager, Listrak. “Simplify you template and layout; simplify your content such as copy, buttons, and images. A mobile-optimized template doesn’t necessarily have to be responsive, so don’t worry about spending time developing a hugely complex system to deliver content to your subscribers. Instead, focus on iterating your content strategy and begin to improve the conversation with your audience.”

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Email Marketing: 6 steps to re-engaging subscribers and cleaning your list database

April 22nd, 2016
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With spring now upon us, are you ready to “spring clean” your email lists?

It’s a hard task to take on. No one likes to see their list decline. However, list hygiene is an important part of any email strategy.

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“Blasting your emails to an unqualified list could result in account suspensions from your email platform, penalties, or even fines, not to mention dismal marketing results,” according to the Salesforce article “How to Keep Your Email Lists Sparkling Clean.”

If many of your email addresses are undeliverable or people are marking you as spam, your email reputation suffers. You could be causing yourself to be flagged as spam in your customer’s inboxes — and that won’t get your campaigns very far.

To get your list back to a healthy state and stay that way, we’ve outline six steps for your team to take.

 

Step #1. Delete fake, role-based and misspelled email addresses

To start your email spring cleaning, examine your list for the addresses you won’t hope to win-back. This includes those that don’t actually make it to someone (and probably never have).

For various reasons, consumers don’t always provide the correct information online. As an initial step into cleaning your list, you’ll want to delete all the bogus email addresses. These could include emails like:

  • test@gmail.com
  • 123@company.com
  • asdf@asdf.com (This address even has a fake website to go with it.)

You’ll probably want to eliminate role email address as well. These are typically groups, not individuals, where no one will actually open, read or click your emails. A few examples include:

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How NakedWines.com Used Email to Maximize Lifetime Value

April 15th, 2016
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How do you turn a name on a list into a loyal and engaged subscriber?

Ecommerce site NakedWines.com has accomplished this by establishing a community of customers and “Angel” members. These customers fund independent wine makers in return for access to hand-crafted wine at a lower cost.

At the MarketingSherpa Summit 2016 Media Center, Julia Fox, Marketing Manager, NakedWines.com, spoke about how her team wanted to maximize member lifetime value during the early phases of the customer journey.

 

“Since we’re all ecommerce, email is obviously a huge part of our success,” Julia said, adding that most of the company’s revenue comes from these “Angel” members, which means nurturing new customers into Angels through this channel is especially important.

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