Date post: | 17-Nov-2014 |
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Marketing |
Upload: | chad-white |
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Track: Email Marketing
#CNX14
#CNX14
Email Subscriber Lifecycle Strategies from the Swipe File
Chad White
Lead Research Analyst, ExactTarget Marketing Cloud
Author of Email Marketing Rules
@chadswhite
@ETswipefile
pinterest.com/ExactTarget
Track: Email Marketing
#CNX14
“Mass marketers develop a product and try to find customers for that product. But 1:1 marketers develop a customer and try to find products for that customer.”
—Don Peppers and Martha Rogers, Coauthors of The One to One Future
@chadswhite
Track: Email Marketing
#CNX14
Track: Email Marketing
#CNX14
To maximize the value of an email relationship, you need to cater to your subscribers’ needs and wants throughout their entire subscriber lifecycle.
@chadswhite
Track: Email Marketing
#CNX14
The subscriber lifecycle has 6 stages:
• Acquisition — signup processes through acquisition sources
• Onboarding — signup confirmation page and welcome email(s)
• Engagement — broadcast and seasonal emails
• Reengagement — win-back and other reengagement tactics
• Super-engagement — segmented, browse & cart abandonment, post-purchase, and other emails
• Transition — opt-out page, opt-out confirmation page, preference center, re-permission emails
@chadswhite
Track: Email Marketing
#CNX14
@chadswhite
Track: Email Marketing
#CNX14
What we’ll cover during the next 40 minutes…
1 2 3
Acquisition
+
Onboarding
Engagement
+
Reengagement
+
Super-Engagement
Transition
@chadswhite
Track: Email Marketing
#CNX14
Chad White
• Lead Research Analyst at the ExactTarget Marketing Cloud
• Author of Email Marketing Rules (2nd Edition released 9/2/14)
• 10+ years covering email marketing and ecommerce as researcher and journalist
@chadswhite
Track: Email Marketing
#CNX14
The Swipe File
• New examples of great digital marketing every weekEmail Swipe FileAudience Growth Swipe FileSocial Swipe FileMobile Swipe File
• Dozens of ExactTarget Marketing Cloud contributors from around the world
@chadswhite
Track: Email Marketing
#CNX14
Track: Email Marketing
#CNX14
The Acquisition Stage consists of the methods you use to get consumers to opt in to your email program, as well as the entirety of a confirmed opt-in process.
@chadswhite
Track: Email Marketing
#CNX14
A few Email Marketing Rules for Acquisition:
• Keep the signup process short
• Target acquisition sources close to your shopping and customer service operations
• Make your signup calls-to-actions prominent
• Make it clear that people are opting in
• Make calls-to-actions clear
@chadswhite
Track: Email Marketing
#CNX14
ExactTarget’s Retail Touchpoints Optimized report found…
@chadswhite
Track: Email Marketing
#CNX14
Zillow
• Signup call-to-action reaches mobile app users when they are engaged
• A value-add to Favorites List
• Simple Yes/No opt-in since they already have the user’s email address
Track: Email Marketing
#CNX14
E-receipt
Krispy Kreme
• Prominent on box• Exposed to signup
CTA during and after consumption
• Easy-to-remember URL goes directly to email signup form
@chadswhite
Track: Email Marketing
#CNX14
E-receipt
Krispy Kreme
• Prominent on box• Exposed to signup
CTA during and after consumption
• Easy-to-remember URL goes directly to email signup form
• But long opt-in form
@chadswhite
Track: Email Marketing
#CNX14
Olive Garden
• Takes advantage of idle time in the restaurant
• 2 ways to expose guests to signup call-to-action
• 3 ways to sign up:• Via URL• Via text• Via QR code
Track: Email Marketing
#CNX14
Olive Garden
• Another exposure post-meal
• Highlights signup incentive
• Provides a 4th way to subscribe: via paper form
Track: Email Marketing
#CNX14
Home Depot
• Opt-in request piggybacks on e-receipt
• Above-the-fold placement of signup banner
@chadswhite
Track: Email Marketing
#CNX14
Noun Project
• Subscription activation email as part of a confirmed opt-in (COI) process
• Simple, direct message
@chadswhite
Track: Email Marketing
#CNX14
Track: Email Marketing
#CNX14
The Onboarding Stage consists of your opt-in confirmation page and your welcome email or welcome email series.
@chadswhite
Track: Email Marketing
#CNX14
A few Email Marketing Rules for Onboarding:
• Use opt-in confirmation page as a “pre-welcome”
• Send welcome emails immediately to maximize “signup honeymoon” effect
• Send a series of welcome emails
• Make your welcome emails seasonally relevant
@chadswhite
Track: Email Marketing
#CNX14
Brooks Brothers
• After collecting just an email address, the signup confirmation page asks for more info
• Includes “opt up” opportunity to receive emails from factory stores and blog
Track: Email Marketing
#CNX14
ExactTarget’s Retail Touchpoints Optimized report found…
@chadswhite
Track: Email Marketing
#CNX14
ExactTarget’s State of Marketing report found…
@chadswhite
Track: Email Marketing
#CNX14
• Qualifying email is followed by…
@chadswhite
Track: Email Marketing
#CNX14
• Qualifying email is followed by…
@chadswhite
Track: Email Marketing
#CNX14
• Qualifying email is followed by…
@chadswhite
Track: Email Marketing
#CNX14
• Qualifying email is followed by…
@chadswhite
Track: Email Marketing
#CNX14
• Qualifying email is followed by…
@chadswhite
Track: Email Marketing
#CNX14
• Qualifying email is followed by…
Track: Email Marketing
#CNX14
• A 6-email welcome series over 6 days
• Each email is focused on one aspect of Pinterest for Business program
Track: Email Marketing
#CNX14
Walmart
• Engages with seasonally relevant imagery and messaging
• Makes the most of seasonal subscribers
Track: Email Marketing
#CNX14
Track: Email Marketing
#CNX14
The Engagement Stage consists of your baseline promotional mailstream—that is, your regularly scheduled broadcast emails plus seasonal fluctuations in frequency.
@chadswhite
Track: Email Marketing
#CNX14
A few Email Marketing Rules for Engagement:
• Design emails that render well across all platforms
• Use dynamic content and personalization to add targeted content to emails
• Offer subscribers non-promotional content and calls-to-action
• Send more emails when your customers are in market
@chadswhite
Track: Email Marketing
#CNX14
Percentage of B2C brands using mobile-friendly email designs
Oct. ’13 Dec. ’13. Feb. ’14. Apr. ’14 Jun. ’14 Aug. ’14 *Dec. ’14
22% 30% 30% 33% 41% 48% 70%
*prediction
@chadswhite
Track: Email Marketing
#CNX14
Reliant
• “Weekly Summary” emails about the homeowner’s energy usage
• Deeply personalized
Track: Email Marketing
#CNX14
Reliant
• “Weekly Summary” emails about the homeowner’s energy usage
• Deeply personalized
Track: Email Marketing
#CNX14
Hipmunk
• Uses B2B infographic tactic
• Educational rather than promotional
• Drives engagement with blog
• Shareworthy content
Track: Email Marketing
#CNX14
Hipmunk
• Uses B2B infographic tactic
• Educational rather than promotional
• Drives engagement with blog
• Shareworthy content
Track: Email Marketing
#CNX14
Predicted number of promotional emails retailers will send each of their subscribers
July Aug. Sep. Oct. Nov. Dec. Jan.
18 18 18 19 22 28 19
@chadswhite
Track: Email Marketing
#CNX14
Track: Email Marketing
#CNX14
The Reengagement Stage consists of messaging tactics designed to address subscribers who are inactive or are in danger of soon becoming inactive.
@chadswhite
Track: Email Marketing
#CNX14
A few Email Marketing Rules for Reengagement:
• Be thoughtful about defining inactivity
• Reengage with rich discounts and progressive profiling
• Send inactive subscribers emails less frequently
• Target inactives in other channels with win-back emails
@chadswhite
Track: Email Marketing
#CNX14
@chadswhite
Track: Email Marketing
#CNX14
American Apparel
• Discount coupled with progressive profiling
• Simple, direct messaging
Track: Email Marketing
#CNX14
American Apparel
• Requests info to power triggered messaging, segmentation, and personalization, BirthdayZip codeInterests
Track: Email Marketing
#CNX14
@chadswhite
Track: Email Marketing
#CNX14
Pinkberry
• Reengagement email
• In response to 3 months of mobile app inactivity
Track: Email Marketing
#CNX14
Track: Email Marketing
#CNX14
While reengagement reduces the risks posed by inactives, Super-Engagement fosters more opportunities with active subscribers.
@chadswhite
Track: Email Marketing
#CNX14
A few Email Marketing Rules for Super-Engagement:
• Send more segmented messages
• Set up more triggered emails including browse and cart abandonment emails, birthday emails, post-purchase emails
• Give subscribers opportunities to “opt up” to receive emails on additional topics, as part of a loyalty program, or from sister brands
• Optimize transactional emails for upsells and cross-sells
@chadswhite
Track: Email Marketing
#CNX14
Lowe’s
• Progressive profiling
• Gauging seasonal interests
• Powers segmented messages
Track: Email Marketing
#CNX14
ModCloth
• Signup anniversary email
• Sharable coupon
• Social sign-in call-to-action with promise of birthday email
Track: Email Marketing
#CNX14
Crate & Barrel
• Post-purchase email
• Care instructions
• Cross-sells bar equipment and wine and cheese accessories
Track: Email Marketing
#CNX14
Starbucks
• Loyalty program emails
• Milestone notification email
• Progressive profiling survey
Track: Email Marketing
#CNX14
Track: Email Marketing
#CNX14
The purpose of the Transition Stage is to avoid unnecessary damage to your sender reputation and to attempt to retain the subscriber.
@chadswhite
Track: Email Marketing
#CNX14
A few Email Marketing Rules for Transition:
• Make it easy to opt out by following the “2-click unsubscribe rule”
• Try to address the reasons that people unsubscribeToo many emailsIrrelevant emailsWant to change email address
• Be gracious as people opt out
@chadswhite
Track: Email Marketing
#CNX14
Staples
• Follows 2-click unsubscribe rule
• Option to change address
• Option to opt down
Track: Email Marketing
#CNX14
Democratic Congressional Campaign Committee• Uses
confirmation page to drive opt-overs to social media
@chadswhite
Track: Email Marketing
#CNX14
Mini USA
• Re-permission email
• On brand messaging
• Gives subscribers many options to click
Track: Email Marketing
#CNX14
Mini
• Re-permission email
• On brand messaging
• Gives subscribers many options to click
Track: Email Marketing
#CNX14
Mini
• Re-permission email
• On brand messaging
• Gives subscribers many options to click
Track: Email Marketing
#CNX14
@chadswhite
Track: Email Marketing
#CNX14
Track: Email Marketing
#CNX14
Questions?
Before I leave you with some final thoughts...
@chadswhite
Track: Email Marketing
#CNX14
I’m fascinated by email marketing metaphors.
I’ve heard people say email marketing is like…
@chadswhite
Track: Email Marketing
#CNX14
…theatre… dating… building a house… the Olympics… golf… baseball… fitness… marriage… raising a kid… a fire hose… craft beer branding… sex
@chadswhite
Track: Email Marketing
#CNX14
But my personal favorite is:
Email marketing is like a couples dance.
@chadswhite
Track: Email Marketing
#CNX14
In fact, the first mock cover for the 1st Edition of my book included cryptic, centuries-old dance instructions.
@chadswhite
Track: Email Marketing
#CNX14
The metaphor is apt because it has…
@chadswhite
• A beginning-middle-end• Norms built around styles• Social expectations• Practice leads to skill• Non-verbal communications
Track: Email Marketing
#CNX14
I suck at dancing.
@chadswhite
Track: Email Marketing
#CNX14
I practiced a lot for the first dance with my wife at our wedding.
@chadswhite
Track: Email Marketing
#CNX14
And I wasn’t horrible.
My point is try to be a good partner so…
@chadswhite
Track: Email Marketing
#CNX14
…when you mess up and drop that first bite of cake down your partner’s dress
@chadswhite
Track: Email Marketing
#CNX14
…she’ll give you another chance.
@chadswhite
Track: Email Marketing
#CNX14
Track: Email Marketing
#CNX14
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@chadswhite
@ETswipefile
#CNX14
@chadswhite
“Email Subscriber Lifecycle Strategies from the Swipe File”
Track: Email Marketing
#CNX14