Mike Teasdale, Harvest Digital

The brave new world of eCRM
Mike Teasdale
Harvest Digital

Is email dead?

Did Microsoft kill it?
fixoutlook.org

Actually email is surprisingly popular
Opt-in email
Non-opt-in email
Source: Dynamic Logic's AdReaction 5 Survey, n=357 UK respondents, fielded Sept 2007

And it works very well
“In 2008, email marketing generated $45.06 for every dollar spent on it.”
DMA, Power of Direct, October 2008

Email is changing
My client’s email client report, July 2009

More mobile, less Microsoft
My email contact list, 2009

And more of it…
Source: radicati.com, Email Statistics Report, 2009-2013

Email’s new friends…
Twitter
Facebook messaging
RSS
Google Wave

Not as different as we might hope!
Slight bias to women
Bit younger
Bit better educated
Bit poorer

Who likes this book?

Facebook Group

RSS = quicker and better than email newsletters

Facebook group messaging
RSS
IM / chat
VoIP
Twitter
More interactive
Lessinteractive
Email
Call centre
Direct mail
Which channels will consumers prefer?

Why not ask them!

How this might work
RSS
Blog posts
Blog post
Blog post
Facebook
Email alert
Weekly Email
Monthly email
Blog post
Twitter
Now
One month

What about Google Wave?

Facebook group messaging
RSS
IM / chat
VoIP
Twitter
More interactive
Lessinteractive
Email
Call centre
Direct mail
Will it fit somewhere round here?
Google Wave

The future - on demand widgetised customer service
Product photos
Availability
Map
Product rating
Feedback
Related products
Delivery tracking
Address validation
Credit card validation

Thank you
twitter.com/miketeasdale