MarketingSherpa Blog

Not every marketer’s audience is waiting on Facebook or Twitter, especially marketers in B2B manufacturing. Tim Madel, Manger, Global Ebusiness, Kennametal, is one of these marketers, and his team experiments with social channels anyway.

“We know our current customers might not be using Twitter and Facebook, but we know that the next generation is, and we want to be there and ready for it,” he says.

One way Madel’s team is preparing for a new generation of metal workers is by using Lyris to add buttons to Kennametal’s emails to share content on social bookmarking sites and networks. Although the quick, low-cost tactic does not drive much traffic to Kennametal’s site (referrals from social networks are below 1%), the team hopes the buttons:

– Bring content to correct customers

Many of the team’s email subscribers are purchasing officers, who’re not their target audience. The team adds the buttons so emails can more easily reach people who use Kennametal’s tools.

– Help current and future customers

Customers who prefer to bookmark using Delicious or iGoogle have the option. And if more customers start moving to Twitter, the team will be comfortable sharing its content on the network having experimented. Other buttons the team includes are for:
o Digg
o Reddit
o Newsvine
o LinkedIn
o StumbleUpon

In a sample of two emails, the buttons captured between 40 and 50 clicks each in each email. This is a very low percentage of all emails sent, but the team is undaunted.

“You’re not looking at high percentages, but in our world, that’s a great number to start with,” says Jennifer Altimore, Site Content Manager, Global E-Customer, Kennametal.

Why create a series of six related email messages when one will do? To increase your response and ROI, that’s why!

This is just one topic we cover in the MarketingSherpa Email Essentials 2010 Workshop Training, taking place in 10 locations around the United States; the next one is March 25th in New York City.

With average open rates in the 20% range and average clickthrough rates in the single digits, only a fraction of your list is likely to open, click on or convert from a single email message. If you send a series of messages over a period of time, you’ll increase your reach.

That was the logic behind a series of email messages I developed for a client last year; we sent six email messages over the course of about 12 weeks. But the magnitude of the increased reach amazed even us.

Open rates were pretty much consistent from send to send, but when we looked specifically at who was opening, we found that we picked up new people after each send:
– Our unique cumulative open reach increased an average of 11% with each send in the series
– The second send increased our unique open reach by 31%
– Even with diminishing returns, the sixth send increased our unique open reach by 6%

In the end, cumulative unique open reach was 95% higher than the open rate on the first email alone, meaning that the last five efforts nearly doubled the number of people that were exposed to the campaign.

The same was true for our unique clickthrough reach:
– Our unique clickthrough reach increased an average of 20% send-over-send
– The second send caused our unique clickthrough reach to grow by 63%
– Even the sixth send provided a 10% lift in unique clickthrough reach over the five earlier efforts

Our final cumulative unique clickthrough reach was 236% higher than the clickthrough rate on the first email; over the course of the campaign more than three times the number of people that clicked on the first email interacted with us.

But the real success story is about what happened to clickthrough on the key call-to-action link:
– Unique clickthrough reach increased an average of 25% send-over-send
– It more than doubled (a lift of 105%) after the second send
– The last email sent provided a 7% increase in our cumulative unique clickthrough reach on this key call-to-action link

When all was said and done, the cumulative unique clickthrough reach on this key link was nearly five times that of the clickthrough rate the link garnered in the first send, a lift of 392%.

Developing a Strategic Email Series

A strategic email series is different than a straight resend. Rather than send the same message over and over again, you craft a “message map” and use it to develop different content all focused on the same goal or offer.

Email series can be used effectively in a number of ways:
– Welcome Campaigns
– Reactivation Programs
– Lead Nurturing Initiatives
– Event, Product or Service Promotions
– Top of Mind Initiatives

Email series allow you to present much more information that you could in a single email. They give you the opportunity to build the case for your brand, product or service over time, while building a relationship with your readers.

The best part of many email series, especially welcome campaigns and lead nurturing initiatives, is that while they take some time and effort to create, they are evergreen. They can be used, without major changes, for years to come since they’ll be sent to different people on an ongoing basis.

Have you had success with an email series? If so, please share your experience in the comments of this blog and let’s get a discussion going!

Editor’s Note: Jeanne Jennings is teaching MarketingSherpa’s Email Essentials Workshop Training in 10 locations around the country this year; the next one takes place in New York City on March 25th. She’ll be blogging about the course material and her experiences during the tour. We’re excited to have her on board and contributing to the blog.

Personal travel arrangements often require coordination with other parties, whether it’s your spouse, friends or other family members. That’s why travel activity retailer Viator’s sharable wish lists are such a great idea.

Many ecommerce sites offer wish lists to visitors. They’re especially useful during the holiday season when families are figuring out what to buy one another. The impression I’ve gleaned from marketers is wish lists are useful, but they’re not a strong ongoing performance driver.

Online travel, on the other hand, has a more practical application for wishing. Friends and family members going on trips often coordinate what to do and send each other ideas. Viator’s wish lists make it easy for travelers to share ideas, and the team places “Add to my wish list” links prominently on their product pages.

I noticed these lists during a conversation with Kelly Gillease, Marketing Director, Viator. Visitors can view items on their wish lists directly on the homepage. From the homepage, with one click, they can view a form to send the list to up to three people with a personalized message.

“We do get a fair number of people creating wish lists, emailing them and sharing them,” Gillease says. “We’ve found it really does help boost our conversion rates.”

Gillease’s team plans to build on this success by creating account pages where site visitors can view all their lists, among other features.

Are there other effective applications for wish lists that you’re seeing? Are they helping lift your conversion rates? Let us know in the comments, and thank you.

Going through my mail a few days ago, I came across a letter from the U.S. Census Bureau. I read it and was baffled to find it alerting me to the census forms’ arrival next week.

“What a stupid letter,” I thought. “I’ll see the forms when they come.”

However, an editorial in my local paper the next day made me think twice.

In “Surprisingly Sensible,” the Spartanburg Herald-News’ editors report that while this letter cost about $50 million to send, it’s part of an alert and follow-up strategy. For the 2000 census, the strategy lifted the number of returned census forms 6 percentage points to 67%. How’s that for a response rate?

The letters arrived one week before the census forms. Ten days after the forms, a post card was sent reminding recipients to fill out the forms and return them, according the editorial.

The 6% lift reduced the number of houses the census workers had to visit, which translated into huge cost savings. So the $50 million may prove to be a sound investment.

The editorial goes into further detail on how much money the strategy could save. The important point for marketers is that even when a strategy does not make sense on its face — it still might lift performance.

As the mobile market continues to grow, mobile advertising opportunities are growing right along with it. The capabilities of the ads, too, are quickly expanding.

This week the Mobile Marketing Association released a Rich Media Mobile Advertising whitepaper. You can take a look at the free six-page guide to get a quick introduction to the types of rich mobile ads in the market (not including apps or games).

While mobile display advertising mimics some aspects of online display advertising, there is one key difference I noticed from the whitepaper’s examples. Mobile ads are more likely to expand into a full-screen experience—which is not a common feature in online display ads.

“As highly interactive and feature-rich smartphones continue to dominate new mobile device sales, rich media mobile ad units will comprise an ever-growing portion of the mobile advertisement display market in the U.S. and around the world,” according to the MMA’s whitepaper.

In the fourth quarter of 2009, an average of 19% of mobile advertisers used rich media mobile ad units, according to the whitepaper. These ads include:
o Ads with video, sound or interactive features
o Expandable ads
o Animated ads
o Floating ads

Take a look at the report for great examples from promotions involving The Weather Channel, Alice in Wonderland and Lincoln. The examples include high-quality screenshots and brief descriptions of the ads’ functionality.

If you’re interested in rich mobile advertising, the report can give you a few examples for inspiration, and a few guidelines around sizing, functionality, and why you should give users “close” and “skip” buttons in the ads.

Are you buying these types of ads? If so, let us know what you think of them in the comments…

Three years ago, I had lunch with a pair of European email marketers who were attending our Email Summit in Miami. They’d traveled all the way across the ocean to learn about advanced email techniques from U.S.-based marketers who were, in their opinion, way ahead of their peers in Europe.

At the time, they told me that most European companies thought email was “just a cheap, blast-everyone technique.”

Sure, it was one team’s anecdotal take, but since then it seems that Europe is catching up in terms of understanding the strategic role that email can play, and the advanced tactics that make the channel such a powerful marketing tool.

Next week, MarketingSherpa is hosting our second-annual Email Marketing Germany Summit in Munich, and I’ve been checking out a new survey on German email marketing tactics that will be shared there.

One of the most telling datapoints:
o 53% of German email marketers now personalize email content

And even marketers who haven’t yet adopted advanced tactics seem to know where they should be heading:
o 49% want to automate Lead Generation
o 44% want to report on ROI for email marketing

Those results back up what I’ve seen as a reporter and editor here at Sherpa, where European campaigns often get featured as Case Studies, or earn recognition in our annual Email Marketing Awards program. It looks to me like “batch-and-blast” is a phrase that email marketers are striking from their lexicons, no matter what their language.

But I’m curious to hear thoughts from our Europe-based readers, or U.S.-based marketers who conduct a lot of international campaigns. How has the European email marketing landscape changed in recent years, and how does the level of sophistication compare among the regions? Feel free to share your take in the comments section.

Social is sexy; email is not. Social is alive and well; email is dead. This is the perception, but it’s not reality.

Smart marketers know that social and email work together well, and that by leveraging that relationship they can make both their social media and email marketing strategies more effective. This is just one topic I’ll be covering in the MarketingSherpa Email Essentials 2010 Workshop Training, taking place in 10 locations around the United States beginning in this month.

The strategic link between social and email is supported by “View from the Social Inbox 2010”, released by Merkle last month. It builds on the findings published by MarketingSherpa earlier this year, and by Silverpop in their “Emails Gone Viral: Measuring ‘Share to Social’ Performance” late last year.

Merkle found that people who use social media actually check their email more frequently than those that do not: 42% of social media users check their email four times a day or more, compared to just 27% of those that don’t use social media.

Even better news for marketers: 63% of those surveyed said that they use the same email account for social media messages as they do to opt-in to permission based email.

So those social media users are checking their email inboxes more frequently – and your marketing messages are more likely to be seen and acted upon.

In fact, a recent MarketingSherpa study found that 75% of daily social media users said that email is the best way for companies to communicate with them, compared to 65% of all email users. And 49% of Twitter users said they made an online purchase because of an email, compared to 33% of all email users

The Silverpop study found that social media share links included in email messages were receiving clickthrough rates of 0.5%. It may not sound like much, but it is significantly higher than the clickthrough rates on the “forward this email to a friend” links that marketers have been using for years.

When someone shares your email message on a social network, it’s the ultimate viral marketing. With very little effort your message has the potential to reach all of the recipients’ friends and contacts on that network. Silverpop estimates that posted messages have an average increase in reach of more than 24.3%, based on original email messages delivered.

Better yet, they feel that this is a conservative estimate – and that as social network usage grows, so will this figure.

Social networks and email feed each other – it’s the ultimate symbiotic relationship. But just knowing that isn’t enough. You have to know how to do it correctly to make it work. What type of content is most likely to shared? How can you make it as easy as possible for people to share it? How can you build a relationship with your recipients that will make them want to share your information? We’ll cover this and lots more in the training workshop.

Five years ago we weren’t talking about social networks in conjunction with email marketing. Now it’s a hot topic, one that every email marketer should be leveraging to its fullest.

Editor’s Note: Jeanne Jennings will be teaching MarketingSherpa’s Email Essentials Workshop Training series in 10 locations from March through August, and will be blogging about her experiences in the various cities. We’re excited to have her on board and contributing to the blog.

Natural search marketers have been in a precarious position for the last few years. Much of the data they’re using is supplied by search engines, and some of that data is fuzzy at best.

Adam Audette, in a Search Engine Land post today, goes as far as calling some of the data unreliable and “downright misleading.” However, Audette astutely notes that marketers need the data even if they don’t completely trust it.

What’s a marketer to do? Here are Audette’s suggestions for the SEO metrics you should track:
o Percentage of overall site traffic from search
o Percentage share of each engine
o Free search traffic at the keyword level, clustering related terms
o Difference between branded and non-branded search traffic

Metrics that he implies are far less reliable:
o Ranking reports
o Indexed page counts
o Backlink counts
o Toolbar PageRank

For marketers, I would add conversion data to Audette’s list of primary metrics to measure — especially conversion data for non-branded keywords. If you’re a natural search marketer, any conversions you can prove came through non-branded keyword searches point directly to money you are bringing the company.

Branded search conversions are great, but they show that the searcher already knew your brand. The searcher has likely been reached by another marketing channel. A non-branded conversion implies that someone chose you over the competitors also listed in the results.

Which metrics do you consider vital? And how reliable are they?

Measuring your marketing is the only way to know which efforts are working and which are wasting money. Even if you can’t measure every impact, you should track as much as possible.

After looking at some data from MarketingSherpa’s 2010 Social Media Marketing Benchmark Report, I wonder how many campaigns are only half-measured, with half their impact open to anyone’s guess.

When asked ‘What is your organization monitoring and measuring to quantify social media impact?’ 50% or more respondents said they were tracking:
o Visitors and traffic sources
o Followers, fans and members numbers
o Commentary about brand or product
o Sentiment around brand or product.

Fewer than 50% of respondents said they were tracking:
o Search engine rank
o Lead generation
o Progress toward social media objectives
o Engagement with influential bloggers, journalists, Twitterers, etc.
o Sales conversion and other ROI metrics
o Competitive share of social media coverage
o Criteria to identify and profile audiences

Astoundingly, only 35% of respondents said they were tracking sales conversion and other ROI metrics related to social media.

Getting more website traffic, Facebook fans and comments is very good. But if you’re not sure whether that’s having an effect on lead generation or sales, many executives will ask: what’s the point?

Marketers across the globe are finding use with social media. But if you want the rest of your organization to take it seriously and to invest more in the channel, you should learn as much about its impact as possible. The data talks.

If social media is helping you learn more about your audience, get data on how that knowledge is improving your marketing. If it’s helping your brand’s image, find a way to quantify it. Hypothetical evidence is as solid as a wet paper towel compared to hard data.

Is your team measuring its social media impact? If not, what’s holding you back? Let us know in the comments…

I’ve been pretty busy lately, so I admit I wasn’t paying much attention when Google added Buzz to my personal Gmail account last week. Then I started seeing blog posts and articles outlining some pretty serious privacy concerns about the new social networking feature — and they got my attention.

Sure enough, when I clicked on the Buzz icon in my account I saw that Google had manufactured a list of followers for me, and a list of people to follow, all based on names in my inbox. Some of those names represented friends of mine, who I didn’t mind sharing information with — but some certainly weren’t friends.

Then it hit me: I’d just been opted-in to a social network without my permission.

I wasn’t pleased, and spent a long time trying to figure out how to un-enroll in Buzz. Turns out, lots of people are mad – suing mad, as a matter of fact.

So, Google’s big misstep is a great reminder for other marketers: Social media and email work because they represent permission-based marketing channels. Prospects and customers have to proactively reach out and say, “Yes, I want to hear from you” by subscribing to your email newsletter, becoming a Facebook friend, following you on Twitter, and so on.

So if you’re launching new social media features or thinking about ways to get social media followers onto your email lists, don’t assume every name in your database is open for enrollment. For example, a lot of B2B vendors are launching branded, private social networks. Don’t be like Google and automatically create accounts for every prospect in your database.

Just ask them first. It’s so much easier than countering a firestorm of bad PR and potential lawsuits.