Introduction to email marketing  Dr Philip Alford (Bournemouth University)               School of Tourism
Group discussion•   What email marketing do you currently do?•   What data do you currently hold about customers?•   How d...
Why email?                                         Other/             Internet/                     TV       Print        ...
The Golden Email Rule….“Don’t say anything unlessyou have somethinguseful/interesting/importantto say.”- Promotion- Compet...
LifecyclemarketingNothing beats atimely messagebased on whatyou know about acustomerPLUS –transactionalshave a typical 70%...
Email and social –turning friends intocustomers*Integrate or die:“The ROI ofsocial media isthat yourbusiness will stillexi...
Case study - Filofax• Integrating email and social media• http://www.youtube.com/watch?v=A-  iH6wC7QOs
Data capture – BIG BUCKETS! (or, data = dollars)
Grow list ateverycontactpoint
What are they signing                        up for?Incentive for sign up
Forward to a friend
• 90% of people have access to email once a day*  • 44% of people have continuous access to email*  • An average person re...
Deliverability• 87.1 % of email sent in 2009 was SPAM.• Hotmail sees 8m new IP addresses every  day. Good? Bad?• Deliverab...
Deliverability• Data Management –Remove hard bounces after 1 attempt,  deal with complaints, manage soft  bounces, honour ...
Deliverability• Volume consistency  –ISP’s evaluate your volumes every   24hours  –Familiarity is key  –Send regular volum...
Email campaign Objectives•   Reinforce your brand•   Viral marketing•   Convert prospects to customers•   Cross sell/up se...
Measuring Success•   Clickthrough’s on embedded URL’s•   Conversion to purchase•   Database growth•   Unsubscribes/bad rec...
Creating Value•   Personalise every message, with a name if possible•   Ensure your ‘From’ name is recognisable•   Discoun...
The new rules of email marketingThe old way                     The new wayInterruption                    AnticipationLis...
E-newsletters - http://coolum.regency.hyatt.com                      Visually                   appealing sign-           ...
E-newsletters - http://coolum.regency.hyatt.com                   Make only                    essential                  ...
E-newsletters - http://coolum.regency.hyatt.com
Doubleopt-in
E-newsletter - www.egypt.travelTakes a lot of   space – usefulness?                                 Clear choices         ...
E-newsletter - www.egypt.travel                                       No images to                                        ...
Identify yourself as the sender
The subject line1. The Subject line: the most important sentence in   email marketing2. Max 40 characters and place the mo...
The opening – think above the fold
Relevance• The more relevant the campaign, the  better your response rates and  return on investment.• ONLY use opt-in lis...
THE ACTION What is the aim?Make a purchase Why take action?£15 off Why do it now?Only valid until 2ndSept What to do? Clic...
Top Ten Tips1.  Define your goals and stay focussed2.  Spend time on your Subject Line. Use a grabbing headline or questio...
Contact details          palford@bournemouth.ac.uk                Tel: 01202 961646              Twitter: @philipalford   ...
Email Marketing
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Email Marketing

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Email marketing slides for Visit Wiltshire workshop

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  • Awareness: Linking: showfeatured products screenshot from a New Mind website
  • Email Marketing

    1. 1. Introduction to email marketing Dr Philip Alford (Bournemouth University) School of Tourism
    2. 2. Group discussion• What email marketing do you currently do?• What data do you currently hold about customers?• How do you capture customer data?• Where do you store it?• What do you do with it?• What objectives do you set (if any)?• How do you analyse campaigns?• What technology do you use to enable email marketing?
    3. 3. Why email? Other/ Internet/ TV Print DM E-mail catalogs SEO2009 spending($billions) $65.1 $62.7 $54.5 $59.6 $11.4 $1.4ROI for every $1spent (2009) N/A N/A $7.32 $15.22 $21.85 $43.62Sent to segments? NO Sometimes NO NOPersonalized? NO NO NO NOClick to order? NO NO NO NOCustomers do NO NO NO NOresearch?Triggered NO NO NO NOmessages?Transaction NO NO NO NO NOMessages?Measured NO NO NOeffectiveness?
    4. 4. The Golden Email Rule….“Don’t say anything unlessyou have somethinguseful/interesting/importantto say.”- Promotion- Competition- New (exciting) products- Added value content
    5. 5. LifecyclemarketingNothing beats atimely messagebased on whatyou know about acustomerPLUS –transactionalshave a typical 70%open rate. Makesure they getdelivered, andutilised!!
    6. 6. Email and social –turning friends intocustomers*Integrate or die:“The ROI ofsocial media isthat yourbusiness will stillexist in 5 years.”Eric Qualman –Socialnomics
    7. 7. Case study - Filofax• Integrating email and social media• http://www.youtube.com/watch?v=A- iH6wC7QOs
    8. 8. Data capture – BIG BUCKETS! (or, data = dollars)
    9. 9. Grow list ateverycontactpoint
    10. 10. What are they signing up for?Incentive for sign up
    11. 11. Forward to a friend
    12. 12. • 90% of people have access to email once a day* • 44% of people have continuous access to email* • An average person receives 365 email per week* • Limited number of complaints – Only 1 Civil case in the UKBUT consumer behaviour is changing:B2B and B2C recipients are changing their perceptions of and responsiveness to emailmarketing- they are becoming more web savvyFuture Implications• Consumers will become more enlightened and empowered• Consumers will become more ‘Slippery’• It will become even easier to report SPAMMERS• Legislation will become more stringent and more cases will be heard 13
    13. 13. Deliverability• 87.1 % of email sent in 2009 was SPAM.• Hotmail sees 8m new IP addresses every day. Good? Bad?• Deliverability myths – message structure• Deliverability Facts - Reputation is Key. – Manage your IP reputation. Volume, Frequency, message structure.
    14. 14. Deliverability• Data Management –Remove hard bounces after 1 attempt, deal with complaints, manage soft bounces, honour unsubscribes –Don’t mail to very old lists –Validate by sending welcome messages or double opt in. Revalidate regularly.
    15. 15. Deliverability• Volume consistency –ISP’s evaluate your volumes every 24hours –Familiarity is key –Send regular volumes –Send at regular intervals –Use same IP
    16. 16. Email campaign Objectives• Reinforce your brand• Viral marketing• Convert prospects to customers• Cross sell/up sell• Develop loyalty• Drive web traffic• Subscription renewals• Educate & inform• Communicate with channels or other business partners
    17. 17. Measuring Success• Clickthrough’s on embedded URL’s• Conversion to purchase• Database growth• Unsubscribes/bad records/bouncebacks
    18. 18. Creating Value• Personalise every message, with a name if possible• Ensure your ‘From’ name is recognisable• Discounts, special email only offers• Keep it brief• If you need more detail – entice to a website or microsite• Relevant creative• Develop follow up messages based on behaviour• Make sure your messages fit with your other marketing channels• Use both Text & HTML• Remind the recipients why they are getting this email• Include user friendly instructions• Keep the subject line brief
    19. 19. The new rules of email marketingThe old way The new wayInterruption AnticipationList size Active recipientsSubject line ‘From’ fieldProspecting for leads Relationships with customers Lifetime valueCampaign success Recipient controlMaximum frequency of Recipient control (preferences) campaigns Email is less expensive than otherCommunicate anything you want mediumsEmail is virtually free Customer CommunicationEmail marketing Management
    20. 20. E-newsletters - http://coolum.regency.hyatt.com Visually appealing sign- up Target marketing Permission- based marketing
    21. 21. E-newsletters - http://coolum.regency.hyatt.com Make only essential fields mandatory Re-affirming permission aspects – builds trust
    22. 22. E-newsletters - http://coolum.regency.hyatt.com
    23. 23. Doubleopt-in
    24. 24. E-newsletter - www.egypt.travelTakes a lot of space – usefulness? Clear choices – builds trust Too many fields to complete Difficult to un- subscribe
    25. 25. E-newsletter - www.egypt.travel No images to sell the destinationImpersonal No link to confirm subscription
    26. 26. Identify yourself as the sender
    27. 27. The subject line1. The Subject line: the most important sentence in email marketing2. Max 40 characters and place the most important words at the beginning of the sentence.3. Write as if you are talking to a friend, ask a question, don’t broadcast an announcement.4. Give a clear insight to the content of the email, but leave an element of mystery.5. Should convey something important, timely or valuable.
    28. 28. The opening – think above the fold
    29. 29. Relevance• The more relevant the campaign, the better your response rates and return on investment.• ONLY use opt-in lists and segment your lists.• Ensure your email lists are regularly cleaned and maintained.
    30. 30. THE ACTION What is the aim?Make a purchase Why take action?£15 off Why do it now?Only valid until 2ndSept What to do? Clickthe book button
    31. 31. Top Ten Tips1. Define your goals and stay focussed2. Spend time on your Subject Line. Use a grabbing headline or question in the subject to get people to open it.3. Approach copywriting as a customer.4. Discuss your ideas with your web designer.5. Build up a library of e-mailers, good and bad.6. Tailor your content - segment and personalise.7. Keep your contact regular and ongoing, no less then 1 a month. Always focus on helping your audience and youll have a good response.8. Get your subscribe process right and use incentives to increase opt-in subscribers9. Statistically Tuesday and Wednesday give best response rates10. Test, Test, Test!
    32. 32. Contact details palford@bournemouth.ac.uk Tel: 01202 961646 Twitter: @philipalford Web: www.budigitalhub.co.ukFacebook: http://www.facebook.com/BUDigitalHub

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