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Back in April 2011, when we first conceived the idea of conducting a series of studies on emails by sector, we felt
that it could prove a rich source of insight. The agency already had significant expertise in the area from writing,
designing, building and analysing emails for blue chip clients. We knew a lot about what worked – we wanted to
know more about why it worked.
One year later, with more than 50 emails studied among over 100 participants, this document represents a
distillation of some of the most important findings. We wanted it to be useful for email marketing practitioners,
and we have structured it for those at the sharp end, illustrating each point with examples we uncovered of both
good and bad practice. It has given us some outstanding insights into the techniques that encourage recipients to
engage with and respond to emails, and we hope you will find it useful in designing more effectively for the inbox.