MarketingSherpa Blog

“I think the most important thing is that companies are realistic about what their expectations are for a technology investment, and realistic about their own capabilities,” Preston Wily, President, Sewell Corp, said.

In this interview, Preston speaks about his MarketingSherpa Email Summit 2015 panel presentation, which was about “what we didn’t do right” when making an investment in their email marketing program.

Preston recommended that when making technology selections, marketers ask themselves:

• Define what your goals are from the program
• Make those goals crystal clear to your team
• Ensure those goals are also clear to any potential providers

If a marketer does end up in a situation similar to the one Preston and his team were facing, having made the wrong choice in technology, he advised that “they should be realistic about the situation, where they’re at and what they did wrong.”

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The challenges of today scream at you. How can I increase sales? Get more people to subscribe to my opt-in list? Ensure my emails end up in the inbox? What is the next technology to keep up with?

Sometimes it’s helpful to take a look back to see the future more clearly. Getting a sense of where we have been as email marketers helps us to better understand where we’re going. To quote Isaac Newton, “If I have seen further, it is by standing on the shoulders of Giants.”

To help you do that, and find inspiration and ideas for your current email campaigns, let’s take a look back through the archives of the MarketingSherpa Email Awards.

 

Idea #1: Email is not a one-way communication medium (from 2006)

When email marketers talk about engagement, we’re typically talking about metrics, analytics, data — numbers like clickthrough or read rate.

But don’t overlook human interaction as well. Fossil Rim Wildlife Center did more than ask people to click in its Wildlife Watch newsletter. For example, the 1,800-acre natural wildlife conservation center asked readers to name a new baby giraffe.

 

Because of this very human (and giraffe) form of engagement, traditional engagement metrics also performed well, with the newsletter getting average open rates of 35 to 40 percent and clickthrough rate of 16 to 20 percent of those received.

Learn more from the award-winning email marketers of 2006 — Winners included Blockbuster, Vanguard and Canadian Blood Services.

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Mike Loveridge, Digital Marketing Manager, Humana, runs the conversion rate optimization program at Humana, which is comprised of a team of 15 testers and supporting staff.

In his interview at the MarketingSherpa Email Summit 2015 Media Center, Mike explained that the team has spent the past year getting a process in place that would walk a tricky tight rope: keeping costs down, while improving the quality of the test. Locking down this process can be difficult in an enterprise-grade company, Mike said, but especially in the insurance industry with government regulations.

 

“This year it’s more just branching into other areas of the site and the experience that we weren’t able to touch last year,” he said, listing the member’s portal and company firewall.

Mike’s goal is to spur a company-wide transformation with testing culture, starting with his team.

“I think [with] insurance companies in general, the big push is to go from being an insurance company … to being a health partner with the consumer so that there is a level of trust that hasn’t existed before,” he said.

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I’ve interviewed around 500 marketers since I started as a reporter at MarketingSherpa. Looking back, most of those conversations are inevitably a bit of a blur, but it’s marketers like Mary Abrahamson, Email Marketing Specialist, Ferguson Enterprises, that truly stand out.

Mary was a first-time attendee at MarketingSherpa Email Summit 2014, and took back what she learned to her office and implemented a transformative, customer-centric campaign that led to her winning Best in Show at Email Summit 2015.

“I learned a lot at Email Summit last year, and coming back [to the office], I felt like we were in an okay place, but we had a lot of room to grow,” she said, explaining that the team began taking steps to refuel their database.

When the team began making changes to view the email program as a whole enterprise, they took what Mary referred to as the “crawl, walk, run approach,” which is where they started off small and went back to optimize later.

The first thing to know when it comes to email relevancy is: there is no email that fits your entire list.

Marketers get requests all the time from different teams and interests to send out an email, and it’s up to the email marketing team to be the stopgap for what goes out to customers.

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As a consumer, nothing makes my day like reading or shopping for anything related to arts and crafts (it’s my thing). However, one annoyance we all seem to run into is being sent an email to sell you on a product that you would never want nor need.

How can you avoid being that pain in a customer’s inbox?

The answer is in targeting your content. It is one of the most important, and sometimes underutilized, elements of email marketing.

At the MarketingSherpa Email Summit 2015 Media Center, Courtney Eckerle, Managing Editor, MarketingSherpa, interviewed Jessica Best, Digital Marketer, emfluence, on ways marketers can focus on their customers in order to build the right content.

 

From this interview, below are four key takeaways on how marketers can provide customers with the best content for their needs.

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At MarketingSherpa Email Summit 2015, Mary Abrahamson, Email Marketing Specialist, Ferguson Enterprises, not only spoke onstage in front of 1,000 of her peers but she was also awarded the Best B2B Campaign.

The video below was recorded at Email Summit, and I recently had the privilege of talking to Mary about how speaking has impacted her career and what other marketers can do to find success through public speaking.

“When I was doing the [interview at Email Summit], that’s exactly how I feel, still exactly how I feel [about speaking at events],” said Mary, describing the importance of public speaking events.

With the Call for Speakers for MarketingSherpa Summit 2016 ending Monday, June 15, I asked Mary what advice she had for marketers selected to speak at industry events.

“You will get out of the experience what you put into it. It will bring you tremendous growth both personally and professionally — don’t take a moment of the experience for granted. Also, just like you do in your daily job, think about your ‘customer’ — the attendee — first. What do they want to hear about?  That is the key,” she said.

Since MarketingSherpa Email Summit 2015, Mary has had two other speaking opportunities and continues to find ways to improve the quality of her email program.

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What assumptions do you make about your customers? Your competitors? Your industry in general? More importantly, what do those assumptions cost you?

At MarketingSherpa, we write case studies to help you execute your marketing strategy.

We also talk to writers, researchers and, well, renegades to help you challenge those assumptions and create an effective strategy to begin with.

I’m talking about people like Stephen J. Dubner. Not only has Dubner learned about economic theory and customer behavior as co-author of Freakonomics: A Rogue Economist Explores the Hidden Side of Everything and, more recently, Think Like a Freak, but he’s also a very successful digital content creator in his own right as host of the Freakonomics Radio podcast, which nets more than 5 million downloads per month.

Customer behavior. Digital content. Sounds like a guy who could offer a few words of wisdom to email marketers to help them challenge their potentially costly assumptions. I sat down with Dubner at the Media Center at MarketingSherpa Email Summit 2015 before his featured speaker session later that morning:

 

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If you haven’t noticed, #SherpaEmail has taken over Twitter.

Well, maybe not in a break-the-Internet scale of Kim Kardashian, but your marketing peers have been tweeting their hearts out with all the good information they’ve learned at MarketingSherpa Email Summit 2015.

With Day 2 of Summit underway, we wanted to share some key nuggets your peers found valuable on Day 1. (I might have smuggled a few of my own in too.) Check out some key takeaways from each of yesterday’s insightful sessions.

 

Humanizing Your Email Program: How to transcend the digital revolution by using the essential ability to communicate person-to-person

Flint McGlaughlin, Managing Director and CEO, MECLABS Institute

Flint revealed four fundamental principles that guide effective communication and provided examples of how these principles can be used to transform your entire email program.

“People don’t build relationships with companies or organizations. People build relationships with people.” @FlintsNotes #SherpaEmail — Rachel Perry (@rperry110) February 24, 2015

There is a gap between what you know and what you need to know about your customer. Testing is the bridge between the two. #SherpaEmail — Ann Pohl (@nanoanno) February 24, 2015

Use tests to aggregate customer wisdom. Become the customer expert/the customer philosopher. #SherpaEmail #wise — Amy Schamp (@THEschamp) February 24, 2015

The lift alone won’t help you in the long run. Your tests must be designed to know “why”! Then you can apply to later efforts #SherpaEmail — MarketingSherpa (@MarketingSherpa) February 24, 2015

Any data that can’t help you predict customer behavior is useless. #SherpaEmail — Scott Cohen (@scottcohen13) February 24, 2015

#testify RT @DelaQuist: @jacaldwell Actually its worse most marketers think Segmentation IS personalization #SherpaEmail — John Caldwell (@jacaldwell) February 24, 2015

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There are a lot of decisions that go into putting on Email Summit. Millions, probably, if you go deep enough.

But they all come around with one objective: you. The attendees and people who are reading about, and following, the event.

In every discussion and decision, we were asking ourselves how it would affect the experience. Your experience. So it made sense that when it came time to pick speakers and give out the Email Summit Awards, sponsored by BlueHornet, that customer-centric campaigns were the ones that rose above the rest.

Fellow Email Awards judge Daniel Burstein, Director of Editorial Content, MarketingSherpa, and myself sat down on the steps of the (still under-construction) 2015 Email Summit Media Center to discuss some of our award winners and the customer-centric elements of campaigns featured at the Summit.

 

“The companies that focused on customers, that put their customers first, are the ones that ultimately have the sustainable competitive advantage,” Daniel said.

Our marketing compass points toward true customer-centricity, so it was important that marketers we featured held that same standard.

Daniel spoke about the B2B Award winner he has been working with over the past few months, Ferguson, and one of their main takeaways from their own event effort: Always look to enrich the customer experience.

Ferguson Enterprises generated more than $10 million and growing in online sales by enriching the customer experience within their 90 trade show events, which allowed Ferguson’s vendors to get in front of customers and promote their brands and products.

To accomplish that, Ferguson went from one email per event to a segmented series as well as optimized its onsite event registration for better retargeting.

Read the full case study here.

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Every year at Email Summit, we ask marketers for their predictions.

Before MarketingSherpa reporter Courtney Eckerle interviews you about your marketing predictions in the Email Summit Media Center, I figured it was only fair to put a stake in the ground and make some predictions you could hold me to as well.

 

Prediction #1: Convergence is the watchword for digital marketing this year

You’ve already seen (and will continue to see) convergence among marketing and business software platforms, and this trend will continue to grow as the line blurs between publishers, brands and marketing agencies.

Curve by Getty Images. Verizon’s experiment with Sugarstring. And, of course, The Red Bulletin. More and more brands are learning the power of building this kind of one-to-one connection with their audiences, building an owned audienc, and not having to borrow interest from television or other content creators.

At the same time, publishers are creating content for brands with their own agency arms, as well (a bit of a blast from the past when newspapers used to help create ads to sell media space).

Tribune Publishing (which owns the Chicago Tribune, Los Angeles Times and other dailies) bought a stake in Contend, a content agency that creates branded campaigns. Onion Labs, The Onion’s in-house ad agency, has made some seriously cool campaigns. Condé Nast, publisher of Vogue, Vanity Fair and GQ recently hired a director of branded content and launched a branded content shop which blurs the line between editorial and promotion.

Advertising and marketing agencies, more threatened than ever by brands and publishers, will try to get an ownership stake in the ideas they help create, like Anomaly did with EOS cosmetics or how 37signals went from being a website redesign shop to a software company selling Basecamp.

Data, will of course, be huge. This will be of benefit to content creators of all stripes listed above. Since they have the traffic and relationship with the audience, they have the ability to learn the audience’s preferences based on their behavior, and then engage in A/B testing with these audiences to build a strong understanding of the products, services and offers that these customers will most respond to.

But behind it all, let’s not overlook the people with the knowhow to make it happen, which can be a scarce resource — brilliant, brilliant marketers, writers, designers and data scientists.

Being able to navigate this land of data and convergence, networking and real relationships will be critical for the marketer to build cross-functional teams that understand all the elements it will take to be successful — content, technology, data and strategy. That’s one reason we pay so much attention to the audience experience and foster interactions and networking at Email Summit.

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