6 Steps to Optimize Your Emails for Higher Click-Through Rates and Conversions #INBOUND2013

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6 Steps to Optimize Your Emails for Higher Click-Through Rates and Conversions #INBOUND2013

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INBOUND 2013 presentation by Sarah Goliger. ...

INBOUND 2013 presentation by Sarah Goliger.
Register for INBOUND 2014 at www.inbound.com

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  • 1. 6 Steps to Optimize Your Emails for Higher ClickThrough Rates and Conversions Sarah Goliger @sarahbethgo #INBOUND13
  • 2. SARAH GOLIGER @sarahbethgo I’ve rappelled down a 200ft waterfall, I taught swing dancing in college, and I once rode a camel in the desert.
  • 3. 6 Steps to Optimize Your Emails 1  2  3  4  5  6  Identify Your Email Goals. Segment Your List. Determine What to Send. Create Optimized Emails. A/B Test Your Emails. Measure Your Results.
  • 4. 1 Identify your email goals.
  • 5. WEAKLY DEFINED EMAIL GOALS •  Communicate with my audience •  Send content and information •  Run email promotions
  • 6. WHY ARE THESE WEAKLY DEFINED? THEY DON’T DIRECTLY ALIGN WITH THE GOAL OF YOUR MARKETING, FUELING YOUR SALES TEAM WITH HIGH-QUALITY LEADS.
  • 7. STRONGLY DEFINED EMAIL GOALSit soon Although difficult at first, becomes as easy as riding a • bicycle on a sunny afternoon. Generate more leads •  Nurture leads to be sales-ready •  Delight our customers
  • 8. HOW TO DECIDE ON THE RIGHT GOALS FOR YOU #INBOUND13
  • 9. I HAVE A LEAD VOLUME PROBLEM.
  • 10. Do I have a lead volume problem? Leads needed per month = Customers to generate per month Lead-to-customer conversion rate
  • 11. FOCUS ON GENERATING LEADS TO GROW YOUR DATABASE
  • 12. QUESTIONS TO ASK YOURSELF " " " " What sources are driving the majority of our leads right now? Are we currently using email marketing as a lead generation channel? How many leads are we driving through email marketing per month? How many leads would we like to drive through email marketing per month? This is your goal.
  • 13. PERSPECTIVE: Consumer/ Prospect GOAL: Generate ____ leads from email marketing this month to help increase lead volume.
  • 14. I HAVE A LEAD QUALITY PROBLEM.
  • 15. Do I have a lead quality problem? Lead-to-customer conversion rate = Customers to generate per month Leads generated per month
  • 16. FOCUS ON NURTURING YOUR LEADS TO GET THEM SALES-READY
  • 17. QUESTIONS TO ASK YOURSELF " " Does our sales team feel that the leads they’re getting are low-quality? What efforts are we currently taking to educate our leads about our product/service before we send them to sales? " " At what rate are we converting our leads into customers? At what rate would we like to be converting our leads into customers? This is your goal.
  • 18. PERSPECTIVE: Consumer/ Prospect GOAL: Increase our lead-to-customer conversion rate to ____% by nurturing our leads through email marketing.
  • 19. 2 Segment your list.
  • 20. WHAT IS LIST SEGMENTATION? #INBOUND13
  • 21. UNSEGMENTED LIST Although difficult at first, it soon becomes as easy as riding a • bicycle on a sunny afternoon. your Send the same content to entire list, regardless of personal or behavioral data.
  • 22. SEGMENTED LIST Although difficult at first, it soon becomes as easy as riding a • bicycle on smaller afternoon. of your Create a sunny subgroups list based on personal or behavioral data.
  • 23. WHY SEGMENT YOUR LIST? #INBOUND13
  • 24. 4 out of 10 subscribers reported that they’ve marked emails as spam simply because they were irrelevant. MarketingSherpa, 2011
  • 25. YOUR BUYERS ARE NOT ALL THE SAME. STOP TREATING THEM LIKE THEY ARE.
  • 26. THE KEY TO SUCCESSFUL EMAIL MARKETING IS: DELIVERING THE RIGHT MESSAGE TO THE RIGHT PERSON AT THE RIGHT TIME
  • 27. HOW DO I KNOW IF I SHOULD BE SEGMENTING OR NOT?
  • 28. Unless you’re just getting started & have a very small list… YOU SHOULD ALWAYS BE SEGMENTING.
  • 29. Segmented emails get 50% more clicks than their unsegmented counterparts. MarketingSherpa, 2011
  • 30. HOW TO APPROACH SEGMENTATION #INBOUND13
  • 31. START BY DEVELOPING PERSONAS.
  • 32. Developing Personas This is Marketing Mary. She works at a mid-sized business where she is responsible for lead generation for her sales team. Mary’s primary concerns are staying on top of the latest marketing techniques and proving the ROI of her efforts to her boss.
  • 33. Developing Personas This is Owner Ollie. He runs his own business, so he’s responsible for the marketing, sales, finances… and taking out the trash every now and then. Ollie’s primary concern is successfully growing his business with the little time and resources he has.
  • 34. YOUR CONTACTS ARE AT DIFFERENT STAGES OF THE SALES CYCLE.
  • 35. DEFINE YOUR LIFECYCLE STAGES.
  • 36. Lifecycle Stages
  • 37. Building Your Lists Ask yourself: •  What criteria can I use to define each of my segments? •  What data do I have to categorize my leads?
  • 38. Building Your Lists Then: •  Decide how to group that data •  Use that criteria to build out targeted lists
  • 39. Ideas for Segmenting Your List •  Geography •  Purchase Interests •  Buyer Behavior •  Age •  Buying Frequency •  Change in Sales Cycle •  Gender •  Purchase Cycle •  Email Type •  Persona •  Content Topic •  Satisfaction Index •  Organization Type •  Content Format •  In-Store vs. Web Visitors •  Industry •  Interest Level •  Shopping Cart •  Job Function •  Education Level •  Seniority Level •  Content •  Form Abandonment •  Past Purchases Engagement Level •  Usage Abandonment
  • 40. SO YOU’VE SLICED AND DICED YOUR LIST. NOW WHAT?
  • 41. 3 Determine what to send.
  • 42. ALIGN YOUR CONTENT WITH YOUR GOALS.
  • 43. Content for Lead Generation
  • 44. Content for Lead Nurturing
  • 45. MAP YOUR CONTENT.
  • 46. What is Content Mapping? Content mapping is when you target your email content to each segment based on their goals, needs, & interests.
  • 47. MARKETING IS ABOUT CONTENT + CONTEXT.
  • 48. Segmentation gives you the CONTEXT you need to send the right content to the right people.
  • 49. WHAT TYPES OF CONTENT SHOULD I SEND? #INBOUND13
  • 50. Be Creative! You can send: •  Ebooks •  Product updates •  Webinar invites •  Videos •  Blog posts •  Surveys
  • 51. Determine what content does best with your audience. •  What content topics do they prefer? •  What content formats do they prefer? •  What content length do they prefer?
  • 52. 4 Create optimized emails.
  • 53. COMPONENTS OF AN OPTIMIZED EMAIL #INBOUND13
  • 54. Components of an Optimized Email " " " " " " " " " Subject line Sender name Personalization Body copy Image Call-to-action Social sharing buttons Unsubscribe link Mobile Optimization
  • 55. 1 SUBJECT LINE WHY IS THIS IMPORTANT? You need to grab the reader’s attention.
  • 56. 1 SUBJECT LINE •  Address your readers’ concerns •  Personalize •  Use actionable language •  Be explicit •  Strive for clarity over persuasion •  Be brief “Ready to save time on your marketing?” “How HubSpot’s marketing can be more efficient” “Join us on our free SEO Experts webinar” “[Free Ebook] How to Grow Your Business Blog” “How to Nurture Your Leads More Effectively” “Is your website leaking traffic?”
  • 57. 2 SENDER NAME WHY IS THIS IMPORTANT? You need to build trust.
  • 58. 2 SENDER NAME •  Send emails from an actual person •  Sign the email from that person •  Add the sender’s picture to the bottom of the email •  Experiment with different sender names (ebook author vs. CEO)
  • 59. 3 PERSONALIZATION WHY IS THIS IMPORTANT? You need to make your emails relevant.
  • 60. 3 PERSONALIZATION •  Address emails to the person’s name •  Include relevant demographic or behavioral information ü  Company name ü  Location ü  Role at company ü  Pages viewed ü  Items previously purchased •  Be creative!
  • 61. BODY COPY 4 WHY IS THIS IMPORTANT? You need to make your emails concise & compelling.
  • 62. BODY COPY 4 •  Clearly convey what the offer is & why it’s valuable •  Use brief, compelling language •  Use short paragraphs & bullet points to break up text visually •  Make it interesting ü  Tell a story ü  Use statistics ü  Use strong language
  • 63. IMAGE 5 WHY IS THIS IMPORTANT? You need to make your emails visually compelling.
  • 64. 5 IMAGE •  Make your images relevant •  Choose visually compelling images to capture attention •  Match the image with your offer
  • 65. CALL-TO-ACTION 6 WHY IS THIS IMPORTANT? You want your readers to click through & convert.
  • 66. 6 CALL-TO-ACTION •  Include a primary, focused callto-action •  Make your CTA prominent & visually distinctive •  Write CTA copy that is: ü  Clear (“download”, “register”) ü  Urgent (“now”, “today”) ü  Friendly (“join us”, “get your”) •  Include multiple links & buttons
  • 67. z 7 SOCIAL SHARING WHY IS THIS IMPORTANT? You want to encourage your readers to share.
  • 68. 7 SOCIAL SHARING •  Make it easy for readers to share your offers with their networks ü  Expands your reach ü  Generates new leads •  Pre-populate your social sharing links with optimized copy
  • 69. UNSUBSCRIBE LINK 8 WHY IS THIS IMPORTANT? You want your readers to want to hear from you … and it’s illegal not to.
  • 70. 8 UNSUBSCRIBE LINK •  Comply with CAN-SPAM laws •  Don’t trick people into staying on your list •  Makes your open rates & CTRs more accurate •  If they can’t unsubscribe, they’ll mark as SPAM
  • 71. 9 MOBILE-OPTIMIZED WHY IS THIS IMPORTANT? You want your emails to display nicely across all devices.
  • 72. 9 MOBILE-OPTIMIZED •  Design your emails to adapt to whatever device your readers are on •  Optimize for the best mobile user experience possible •  Don’t miss a chance to convert a lead
  • 73. 5 A/B test your emails.
  • 74. WHY A/B TESTING IS IMPORTANT #INBOUND13
  • 75. EMAIL MARKETING SHOULD NOT BE A GUESSING GAME.
  • 76. There’s a science to it.
  • 77. A/B testing is an email marketer’s most powerful weapon.
  • 78. HOW TO APPROACH A/B TESTING #INBOUND13
  • 79. Some Guiding Principles " " " Make sure you’re only testing one variable at a time. Only run two variations at once. Every A/B test should have a clear goal.
  • 80. HOW TO SET UP AN A/B TEST #INBOUND13
  • 81. Split your list in half randomly & create an email variation for each. Variation A Variation B
  • 82. HubSpot’s A/B testing tool •  Choose your A/B test size •  Winner automatically chosen •  Select metric by which to choose winner
  • 83. How do I decide what % to test? •  Will largely depend on the size of your list •  Total list size must be >1,000 for HubSpot’s tool •  Make sure your test sizes are enough to yield statistical significance
  • 84. WHAT SHOULD I A/B TEST? #INBOUND13
  • 85. 72% of email marketers are running tests for their subject line. MarketingSherpa, 2011
  • 86. OFFER 0.8% CTR 1.4% CTR
  • 87. FORMAT 1.4% CTR 3.1% CTR
  • 88. SENDER NAME 10.2% Open Rate 12.7% Open Rate
  • 89. SEND TIME 17.7% Open Rate 19.3% Open Rate
  • 90. LANDING PAGE 49.4% Conversion Rate 51.8% Conversion Rate
  • 91. OTHER IDEAS Offer Sender Name/Address •  •  •  •  Topic Format Length/Size Name Landing Page •  •  •  •  •  •  •  •  •  •  •  Consistent vs. Changing Person vs. Company Category-Related Name Familiar vs. Unfamiliar •  •  •  •  •  •  •  •  •  Plain Text vs. HTML Content in Text vs. Images Number of Calls to Action Length of Email Timing & Frequency Audience Description Length Image/Preview Form Placement Number of Form Fields Which Form Fields Form “Submit” Button Text Format Interest Persona Recency or Level of Engagement Other Demographics Lifecycle Stage •  •  •  •  Day of Week Time of Day Triggered by Behavior Frequency
  • 92. 6 Measure your results.
  • 93. It’s not enough to just be measuring your open rates & click-through rates.
  • 94. You should be tying all of your efforts back to your higher-level goals.
  • 95. WHAT METRICS SHOULD I TRACK? #INBOUND13
  • 96. Email Metrics to Measure " " " " " Click-through rate & open rate Bounce rate Unsubscribe rate # new leads from email Lead-to-customer conversion rate* *for lead nurturing efforts
  • 97. Monthly Email Reporting
  • 98. How to Think About This Data Strategically " " Is my average click-through rate going up or down? Why? Did I generate more or fewer leads from email marketing this month? Why? " Did my lead-to-customer conversion rate increase or decrease? Why? " What can I do to increase all of these metrics next month?
  • 99. IN SUMMARY… #INBOUND13
  • 100. 1. IDENTIFY STRONG GOALS. STAY FOCUSED ON THEM.
  • 101. 1. 2. IDENTIFY STRONGLIST. USE YOUR DATA WISELY. SEGMENT YOUR EMAIL GOALS.
  • 102. 3. DETERMINE WHAT TO SEND. MAKE IT RELEVANT.
  • 103. 4. CREATE YOUR EMAILS. OPTIMIZE EVERYTHING.
  • 104. 5. ALWAYS BE A/B TESTING. LEARN WHAT WORKS.
  • 105. 6. MEASURE YOUR RESULTS. ACHIEVE YOUR GOALS.
  • 106. THANK YOU. @sarahbethgo #inbound13
  • 107. QUESTIONS?