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Marketers, it's time to put down the fire hose. Your email
subscribers are more sophisticated today and more particular about what
they want to receive - and it's not a steady stream of undifferentiated
messages blasted relentlessly to a mass audience. What do email
subscribers want instead?
Customized messages that:
-
resemble conversations rather than lectures or sales pitches
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are personalized to reflect their interests, needs and wants
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arrive at logical intervals
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reflect their buying history, click stream data or their position in the customer lifecycle.
Need a number to back up this statement? According to a 2008 report from Forrester Research,
"The top reason for unsubscribing from marketing messages was
irrelevance: An overwhelming 74% of consumers unsubscribe for this
reason."
Are your email messages relevant, or are they just more noise in the inbox?
How Relevance Builds a Stronger Email Marketing Program
Highly relevant email messages strengthen your marketing program in three key ways:
Besides the benefit that higher relevance brings to your email marketing
program, consider what your competitors are doing. Your customers who
unsubscribe or simply ignore your broadcast email messages might well be
taking their business to a competitor whose messages are more relevant.
Maybe you think: "My subscribers opted in to receive email from me, so
anything I send is relevant." True relevance is more complex. It
actually has four dimensions: "The right message to the right person at
the right time in the right channel."
A successful messaging program is not just you talking at your audience,
it's a conversation. Your email subscribers are telling you something
in many different ways - even by not responding. You must be able to
listen to those responses and figure out a way to process them so that
the next part of the communication takes into account what they've told
you.
The integration of analytics tools in email management software allows
you to keep both ears open in the conversational cycle and thus create
more relevant messages.
Matches is a high-end fashion retailer and Lyris client
with some high street stores in the UK and an important online retail
channel. It's using triggered messages in an incredibly powerful
application of email marketing.
Suppose you're looking for a particular item, and it happens to be out
of stock in your size. If Matches later takes a replacement delivery of
that item, it can generate an email to you, listing the item, size,
price and estimated shipping date and ask if you're still interested.
That kind of triggered messaging - which can be set up to generate email
messages automatically - can give you open, click and conversion rates
that are dramatically higher than a standard, one-size-fits-all email
message typically achieves.
8 Building Blocks of Relevance
Upgrading your email marketing program from a simple broadcast model -
sending a single message to every address on your mailing list - to a
differentiated program can seem like a daunting task, but every step you
take will lead you closer to the goal of a relevant conversation. Keep
in mind, you don't have to tackle everything at once - take it one step
at a time!
1. Content relevance: The look and feel of your online presence is consistent across all your marketing channels, from email messages to landing pages, your Web site and your mobile initiatives.
2. Welcome program:
Engage email subscribers at the start of the relationship. Restate
subscription details, manage expectations for content and frequency,
provide links to FAQs, privacy policy, and other subscriptions, and
invite subscribers back to your site. This also sets up to opportunity
to gather information to start populating your preference center.
3. Preference Center:
Subscribers have one-click access to a page where they can customize
for content, format, frequency and channel, manage their subscriptions
and account information, and opt in and out of message streams. This
also provides the richer data that you will use for advanced
personalization and segmentation.
4. Personalization:
Using the information collected via your preference center, your
messages employ dynamic content, reflecting subscriber interests,
preferences, buying history and demographics.
5. Segmentation:
Using preference, click stream and buying data you create a variety of
message streams that reflect subscriber interest in different brands,
products, purchase frequency, average order value and other factors.
6. Customized trigger and drip campaigns:
Customer actions launch these messages automatically (see the previous
Matches example), whether by a purchase, a data point such as a birthday
or purchase anniversary, or an inaction including an abandoned shopping
cart, or email reactivation program sent to subscribers who haven't
acted on messages for a set time. Drip campaigns reflect the customer's
place in the purchase cycle with content designed to answer questions
and move the customer closer to a purchase.
7. Transactional emails:
These are some of the most relevant and thus most acted-on emails and
should be customized to reflect the action taken, such as a purchase or
customer-support inquiry, account payment, subscription or cancellation,
shipping or out-of-stock notice. Take the opportunity to up sell or
cross sell customers on related items, offer them added value, update
their preferences, make referrals, or take a survey on how you can
improve their customer experience.
8. Unsubscribe program:
Subscribers can easily opt out of message streams but are also given
other options: change email address, change frequency or move to another
communication channel (RSS feed, mobile, social network, direct mail).
Wrapping Up: Relevance and Your Marketing Budget
These days, many people are thinking they need to make their marketing
budgets work harder for them. They're spending this money anyway, so
they are seeking a better return.
Relevance is the key to those better returns: you have already
identified people who are your customers or prospects through
acquisition. You now have a much stronger opportunity to persuade them
to do business with you again. You can do without having to pay the
financial penalty of acquiring them again.
Relevance is the compelling path to growing your business.
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