Jul 30

Upon browsing my inbox yesterday afternoon my eyes were hypnotically drawn to an email message with a subject line calling out “free ice-cream!”    Sold.  I quickly opened the message, printed the coupon; which was buy one get one free, and headed straight to the store to redeem my frosty treats.  Yes, I ate both if you have to know.  Hot summer days often leave me feeling gluttonous and craving sugar.

The point of the story here is not that I have to rethink my diet, but that receiving messages like this is what I love about email.  And I’m not alone.  According to a CrossView survey among US shoppers in various states, there is a significant consumer preference for receiving promotions via email as opposed to other methods of delivery.

Why email?  Maybe it’s the ease of receiving and redeeming a promotion; it comes directly to you, often personalized, without you having to search and scour for discounts like my Mom used to do in the old Sunday circular.  It’s also a deal you likely want based on emails you’ve signed up for in the past.   So until I am ready to register to receive news and promotions from health food stores, I expect to see discounts for ice cream because it is what I want.

Furthermore, the study reveals 35% of consumers said they were specifically shopping due to receiving a promotion from a retailer.  That makes perfect sense.  Ice cream was not originally on my menu for the day until I saw the coupon.

So this news is really a win-win for consumers and marketers.

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Jul 29

I am writing this from about 33,000 feet over West Virginia.  I am on my way back to Dallas from a great week visiting customers in New York City.  As always seems to be the case these days, my flight was delayed.  We sat on the runway for around 2 hours and 15 minutes before we were finally given the green light to take-off.  I don’t normally get hooked up to the wi-fi on flights.  The times when I am on airplanes are the last times in my life that I am actually disconnected from the world.  I enjoy getting lost in a book or a crossword puzzle and thinking about nothing at all.  Events on this flight inspired me to get connected and get writing.

We’ve become information junkies whether we like it on not.  Television, radio, cell phones, text messages, smart phones, ticker crawls on every channel, and we haven’t even mentioned the internet.  We have email, Facebook, Twitter, ICQ, Foursquare, and about a million other ways to communicate and receive information.  What happens when we’re cut off from that information?  I’ll tell you what happens.  People freak out when they don’t feel like they know what’s happening.

We taxied out from the terminal and took our position.  The pilot was more than forthcoming telling us everything he knew about our situation.  Weather west of NYC was stacking up traffic and causing delays.  He told us the tower would let us know when things cleared up.  He also told us when they released the traffic to the south, we were 3rd in line.  Good enough if you are listening.  Here is the problem, most of us don’t listen anymore because we don’t have to, we have information.

A man in the row behind us started to panic.  He called his buddies on another flight.  He kept looking out the window watching other flights (certainly going another direction) take off and loudly complaining that WE were 3rd in line.  This went on for about an hour and he was counting down the time until the 3 hour rule kicked in and we returned to the terminal.  I’m sure he was disappointed that we took off.

What’s the point of all this?  We expect information at all times today and we’re lost without it.  Our listening skills continue to deteriorate becuase we’ve grown accustomed to not using them.  We need to keep this in mind as we attempt to communicate through whatever channel we might be using.  Clear and concise bits of information are what people like to digest.

Think about the new “attention span” as you are building out a communication plan.  Are there points where your customers will need information and feel left out?  Remember Mr. Impatient on my flight and how freaked out he was.  Kill us with information.  We crave it and need it in today’s world.

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Jul 27

For the first time since the recession reared its ugly head, marketers are once again making new customer acquisition a top priority.  According to the “2010 Lead Generation Optimization Key Trends Analysis” from CSO Insights and reported in eMarketer, more than 91% of companies worldwide reported increasing new customer acquisition was one of their top strategic marketing objectives for 2010.  And of all the marketing channels used to generate a steady quantity and quality of leads, companies said email was their best lead generation program.

As marketers rev up their new acquisition programs, it’s important to think about the customer as more than just a number in a database.  Customers are savvy and are clearly in control more than ever before.  So to truly be able to penetrate a new audience, you must treat them like you would a close friend.

Every great relationship, be it with a friend, co-working or customer, is dependent on good communications and a continuous fair value exchange.   Without that, someone always feels left out, abused and taken advantage of.  If you don’t understand how to listen and value your friends and relationships you’ll have limited success in your personal and business endeavors.   How often do you hear of people or groups of people being referred to as Readers, Customers or Consumers?   Those names are a bit impersonal, but not as bad as Aggregators, Data, Leads or Screamers.   How a company refers to its prospects and customers tells you lot about how those people are treated and valued.   How do you like it when “that friend” (and you all have one) call you or stops by only when they want something but are never interested in returning the favor or bringing some sort of value to the table…beyond what you’d expect from an acquaintance.

We’re all somewhat dependent on each other and while developing a competitive advantage is important in business, it’s much more important to building trusting, efficient, scalable and sustainable relationships.    If we pick a few important common goals, we’ll be much more aligned with our partners and that’s one of the most important competitive advantages you can have.

Remember, if you put the customer’s needs and wants first, you will generate not just a lead, but a loyal customer.

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Jul 08

According to new research by comSore, more than 123 million Americans visited newspaper sites in May, representing 57% of the total U.S. Internet audience, as the New York Times Brand led the category with more than 32 million visitors and 719 million pages viewed during the month. The average visitor viewed 22 pages of content on the New York Times. Tribune Newspapers ranked second in terms of audience with 24.8 million visitors, followed by Advance Internet and USA Today Sites.

This is great news for all print publishers that are concerned about dwindling circulation and readership.  News and content is still a priority for consumers, but new technology is simply changing the way readers consume information.  Publishers who understand how to use the Web to their advantage will reap the rewards.    A couple of weeks ago we reported that online has not been as hard hit as print.  According to the annual global entertainment and media outlook from PricewaterhouseCoopers, U.S. consumer magazines will continue to earn increasing digital ad revenue over the next few years, but not enough to erase their troubles selling print advertising.   U.S. consumer magazines’ digital ad revenue never declined in the recession – just grew at a far slower rate: 1.6% last year compared with 114.5% in 2008. Their digital ad revenue will grow 8.5% in 2010 and post double-digit percentage increases after that, according to the outlook. U.S. consumer magazines can expect digital ad revenue of $1.6 billion in 2014, up from $902 million in 2009 and $414 million in 2007.

What’s more, according to the study, digital readers are more likely to be engaged with advertising.  The report says that comScore research conducted last year for the Online Publishers Association showed that visitors who are exposed to display ads on news sites are more likely than average to visit the advertiser website, are heavier online buyers and tend to have higher household income.

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Jul 07

In what is sure to be a ground-breaking research study across the marketing and advertising industry, new data reveals consumers’ attitudes toward behavioral targeting are more complex than indictaed in previous research.

Many studies and pundits have pointed to consumers’ complete disdain for targeted ads due in part to privacy concerns.  However this research was based on straight-forward questions that did not put the actual situation in context to real-world scenarios.  If someone simply asked me if I would be willing to make an extra $20,000 a year, my answer would be a resounding yes.  However, if the question was followed by the fact that in order to do so, I would have to work nights and weekends, my answer would probably change.  This type of questioning has provided false views on consumers attitudes towards advertising.

Adhering to a more realistic and accurate methodology, PreferenceCentral, a consumer ad preference management solution, has discovered that Internet users are more likely to prefer targeted online ads when they are asked to make real-world, value-for-value trade-offs, such as free access to Internet content. The study also shows that attitudes and preferences significantly shift when consumers are provided with education about behavioral targeting or when they can control targeted ad exposure.

70% OF INTERNET USERS ARE INTERESTED IN USING A CONSUMER CONTROL SOLUTION, 33% STATING THAT THEY ARE VERY OR EXTREMELY INTERESTED

Certain factors do play a material role in consumers’ comfort level with online advertising. When educated about behavioral targeting, 29 percent of respondents became less comfortable with the trade-off of free content for targeted ads. However, when subsequently informed that behavioral targeting information is anonymous, non-personally identifiable, 35 percent of these Internet users became more comfortable, indicating a need for consumer education on this topic. The high-level results are very interesting and can be found on the PreferenceCentral Web site.

It is smart research like this that is going to help our industry grow and thrive.  Together, we need to educate consumers and continue to listen to what they have to say.

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Jul 06

One could argue the email marketing subject line is the most important part of an email marketing campaign.  That being said, it’s pretty amazing how little time most senders spend creating and testing them.  The subject line is one of only two things (along with from name) a recipient will see that help them determine if they want to interact with a message or not.  So how do we construct the perfect subject line?  Let’s give it a shot.

  • Who Are You? – First and foremost, you should identify yourself.  A recipient should at a single glance know who the message is from.
  • What’s the Purpose of the Message? – A great subject line should tell me what the email is about before I open it up.
  • Anticipation – A subject line should truthfully tease the recipient.
  • Keywords – Not unlike blogging, the subject line should contain relevant keywords just like a title.
  • Length – I like to see subject lines under 60 characters.  There’s no reason to go longer and risk losing an important part of your message.

The reward for a great subject line is increased open and click rates.  Increased open and click rates mean increased engagement.  Increased engagement means better deliverability.  Better deliverability means more revenue.  The best thing is that you can very confidently test the results.

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Jul 01

What is email marketing strategy all about?  It’s sometimes a challenge to explain to friends and family exactly what it is that I do.  Honestly, the question sometimes goes beyond friends and family, and is asked by email marketers.  Over the years, I’ve worked out a bit of an “elevator pitch” to answer that question.

“I work with companies to help them design and send out email that their customers enjoy reading.”

That’s my passion in 17 wonderfully descriptive words.  If you can execute on that short sentence, you will be a successful email marketer.  It’s so much fun to work in an industry that has a clearly defined and executable goal.  I love working with a client and watching the light bulb come on when they understand that this business is as the core very simple.  My experience allows me to help senders cut through the noise and get to the business of success, but it can be transferred and learned.  Teaching is what I do.

What is email strategy?  Strategy is assessing the current program and opportunities.  Strategy is working to build a plan of action for the short-term and the long-term.  Strategy is working with senders to craft just the right message to arrive at just the right time.  Strategy is making sure that you are optimized for deliverability.  Strategy is testing the right way.  Strategy is analyzing numbers and working together to make them better.  Strategy is also having someone to bounce ideas off of and come up with the next killer concept.

Let’s talk strategy!

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Jun 30

Last week, both Amazon and Barnes and Noble announced plans to slash the price of their e-readers in response to the threat posed by Apple’s iPad.  Apple fans like me are hoping to see similar price cuts for their iPad, but we are not holding our breaths.

The e-reader war is clearly underway and this is great news for consumers and publishers alike. The more people using the device, the more content is going to be produced and consumed, because it is a cheaper, faster way to digest the written word than ever before.  And for publishers clearly struggling, this is good news.

While traditional print publications have been hurt by the recession, online has not been as hard hit.  According to the annual global entertainment and media outlook from PricewaterhouseCoopers, U.S. consumer magazines will continue to earn increasing digital ad revenue over the next few years, but not enough to erase their troubles selling print advertising.   U.S. consumer magazines’ digital ad revenue never declined in the recession – just grew at a far slower rate: 1.6% last year compared with 114.5% in 2008. Their digital ad revenue will grow 8.5% in 2010 and post double-digit percentage increases after that, according to the outlook. U.S. consumer magazines can expect digital ad revenue of $1.6 billion in 2014, up from $902 million in 2009 and $414 million in 2007.

This research, coupled with the increase of e-readers in the market, should have publishers planning digital versions of their publications for these devices.

The biggest hurdle to the rapid adoption of the e-reader is nostalgia.  According to a stat reported at DPAC last week by The Harrison Group, nearly 70 percent of respondents in the top two spending brackets said “they just prefer holding print editions of books, magazines and newspapers.”   This is certainly an understandable argument.  But how soon before these numbers change dramatically?  Just ten years ago if you asked consumers if they would prefer digital music versus physical albums, I bet no one would be willing to forgo that incredible feeling you get when you tear open up a new album from your favorite band.  Yet, today, digital music is clearly on the way to outpacing physical album sales.

It’s time to face the fact; companies like Barnes & Noble, Amazon and Apple are the newsstands of the 21st century.  This is where the next generation of readers will look to consume their content.

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Jun 28

As we all know, deliverability is a critical component for email marketing success.  If your subscribers never see your message because it’s blocked or sent to the spam folder, they are unable to take an action.  A 2009 benchmark study conducted by Return Path found that nearly 20% of permission-based email messages never reach the intended recipient.  They are bounced back, delivered to the spam folder, or even worse, accepted by the ISP and not delivered to the inbox or spam folder (silent filtering).  I’m sure this statistic gets a lot of marketers pretty steamed, and after speaking to some of my clients about this study, I started to wonder:  Is permission to send someone an email really enough?

The Definition of Spam Is Changing

Over the past year, email professionals have witnessed a fundamental shift in the way ISPs and email providers accept and filter incoming mail.  Today, the focus is on delivering email that subscribers want, rather than just blocking unsolicited or malicious messages as evident by the upcoming changes to Hotmail.  To accommodate this new model of filtering, ISPs are utilizing more data about subscriber response when determining inbox eligibility.  In addition to the traditional metrics of spam complaints and unknown users, ISPs incorporate open and click data, time spent viewing an email, and deleting without opening when calculating sender reputation.

With this increase in filtering intelligence, the definition of spam has now changed.  From an ISP perspective, spam has become any email message determined to be unwanted by the end user, regardless of whether or not the email sender obtained opt-in consent.  Even if your list is double opt-in, if the majority of your subscribers are not positively engaged with your brand, you run the risk of being filtered by the ISPs.

Focus On Customer Value

So as a permission-based marketer, how do you avoid having your mail misclassified by the ISPs?  First, it is important to develop a program that provides ongoing value to your subscribers.  Leverage customer data and history to send relevant messages at the right time and stay away from the batch and blast mentality where one email fits all.  In addition, a welcome series, original content newsletters, and ongoing transactional messages are a great way to reinforce your brand and increase positive engagement from subscribers.

Bottom line, if you focus on what your subscribers want out of your email program, then deliverability and revenue usually take care of themselves.

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Jun 23

When social media first burst on the scene, many experts predicted the death of email.  They were wrong.  In fact, if anything, social media actually helped increase the use of email, as detailed in a study by Nielsen last year. Marketers steadily began integrating the two channels, as they complement each other perfectly.

According to a new report from AWeber provided to eMarketer, many small businesses have plans to increase the integration of social and email.  More than three-quarters consider integration of email and social at least somewhat important. A majority plan to allow users to sign up for e-mails directly from social media sites like Facebook. This tactic allows email marketers to grow their lists—cited as the top benefit of integrating social and email by one-third of respondents—by allowing consumers to use their channel of choice and sign up on their own terms.

All of the tactics mentioned in the report are valid, and sophisticated email marketers have been testing them in an effort to a) build their email lists and b) syndicate email content throughout social networks.  Both are worthy goals.  None of these tactics, however, will do a marketer any good, unless they: 1) have a sound strategy which is tightly aligned with their business objectives, and 2) are producing extraordinary content worthy of being shared.  ie: Slapping on a “share this button” is not a viable social media strategy.

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