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RPC-Email Marketing Overview with case studies

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  1. 1. Email Marketing
  2. 2. Case Studies
  3. 3. CityDeal.ie
  4. 5. Asos
  5. 7. Schuh
  6. 9. Prudence Magazine
  7. 11. Wiltshire Farm Foods
  8. 13. Pixmania
  9. 15. Wildfire Apps
  10. 17. More Examples
  11. 18. Why does email marketing work <ul><li>Allows Targeting & Segmentation – right prospects </li></ul><ul><li>Is Data Driven –you can focus campaigns on measurable prior behaviour </li></ul><ul><li>Drives Direct Sales – attribute post-click action with eCommerce activities and sign-ups </li></ul><ul><li>Builds Loyalty, Relationships and Trust – frequent meaningful communication helps stay “top of mind” </li></ul><ul><li>Support Sales Through Other Channels – influence and drive offline activities </li></ul><ul><li>Helps Customer Acquisition and Customer Retention </li></ul>
  12. 19. Where To Start <ul><li>Prepare, Plan and Set Objectives </li></ul><ul><ul><li>What are you trying to accomplish – goals/objectives </li></ul></ul><ul><ul><li>How will you measure success – clicks, post-click actions? </li></ul></ul><ul><ul><li>What do your customers really want and need from you </li></ul></ul><ul><ul><li>Are you offering special prices and promotions? </li></ul></ul><ul><ul><li>How can you offer more value to your customers </li></ul></ul><ul><li>Map Out Your Email Marketing Plan </li></ul><ul><ul><li>Devise a schedule to help you reach subscribers with the right info and right time </li></ul></ul><ul><ul><li>Decide what types of email campaigns will be sent when and why </li></ul></ul>
  13. 20. Email Service Providers
  14. 21. Email Service Providers <ul><li>Mail Chimp – www.mailchimp.com </li></ul><ul><li>Constant Contact – www.constantcontact.com </li></ul><ul><li>Vertical Response – www.verticalresponse.com </li></ul><ul><li>TriggerMail – www.triggermail.com </li></ul><ul><li>CheetahMail – www.cheetahmail.com </li></ul><ul><li>Blue Sky Factory – www.blueskyfactory.com </li></ul><ul><li>Aweber – www.aweber.com </li></ul><ul><li>Campaign Monitor – www.campaignmonitor.com </li></ul><ul><li>ExactTarget – www.exacttarget.com </li></ul>
  15. 22. Should You Use ESP or In-house <ul><li>Benefits of using ESP </li></ul><ul><ul><li>Advance reporting to help measure success </li></ul></ul><ul><ul><li>Management of subscription lists, opt-outs, bounces and SPAM reports </li></ul></ul><ul><ul><li>Avoid delays on your mail own server </li></ul></ul><ul><ul><li>Whitelisting and feedback loops </li></ul></ul><ul><ul><li>Monitor and manage blacklists </li></ul></ul><ul><ul><li>Advance feature and & tools </li></ul></ul><ul><ul><li>ESP focus 100% on email – they are experts in this area </li></ul></ul>
  16. 23. Selecting an ESP <ul><li>Things to Consider when choosing an ESP </li></ul><ul><ul><li>Templates and ease of use </li></ul></ul><ul><ul><li>Deliverability assurance </li></ul></ul><ul><ul><li>Dedicated or shared IP address </li></ul></ul><ul><ul><li>Customer training and support </li></ul></ul><ul><ul><li>Reporting capabilities </li></ul></ul><ul><ul><li>Managing subscribers, lists and segmentation </li></ul></ul><ul><ul><li>A/B Testing and other advanced features </li></ul></ul><ul><ul><li>SPAM Compliance </li></ul></ul><ul><ul><li>Mail Box Viewer </li></ul></ul><ul><ul><li>Integration with Social Media </li></ul></ul>
  17. 24. Growing Your Database <ul><li>How To Build Out Your Database </li></ul><ul><ul><li>Add an opt-in form to every page of your websites (you want people to subscribe) </li></ul></ul><ul><ul><li>Add an opt-in page to your facebook business welcome landing page </li></ul></ul><ul><ul><li>Capture opt-ins in off line channels – phone, direct mail, conferences etc… </li></ul></ul><ul><ul><li>Direct offline users to specific sign-up landing pages to gauge how successful these activities are </li></ul></ul>
  18. 25. Email Design and Layout <ul><li>Clear User Outcome Focused Design </li></ul><ul><ul><li>Use Multipart-Alternative MIME formats </li></ul></ul><ul><ul><ul><li>Sends HTML version and plain text version (depending on the recipient mail server settings) </li></ul></ul></ul><ul><ul><li>Design attractive, simple and easy to use templates </li></ul></ul><ul><ul><li>Ensure branding is consistent across all campaigns </li></ul></ul><ul><ul><li>Make sure design is easy to follow, articulates a defined thought sequence and has clear calls to action </li></ul></ul><ul><ul><li>Test your mail to ensure that it renders across all email clients </li></ul></ul><ul><ul><li>Don’t Embed image files in emails – link to external servers </li></ul></ul><ul><ul><li>Use inline CSS rather than relative CSS links in header </li></ul></ul>
  19. 26. First Impression Count <ul><li>Your first email should be a welcome email </li></ul><ul><ul><li>Introduce your company and benefits of receiving the email </li></ul></ul><ul><ul><li>On your email sign-up form - tell users what they will get and how often </li></ul></ul><ul><ul><li>Tell user that your goals is top provide value for them </li></ul></ul><ul><ul><li>Special offers for signing-up to your email newsletter </li></ul></ul><ul><ul><li>The To: field should be the persons name – not their email address – you can customise this </li></ul></ul><ul><ul><li>Provide an obvious opt-out link for the user </li></ul></ul><ul><ul><li>Link to your privacy policy </li></ul></ul><ul><ul><li>Clearly show your physical address – you’re a real business </li></ul></ul>
  20. 27. Its All About Content <ul><li>Content is King </li></ul><ul><ul><li>Map out content for your next few campaigns </li></ul></ul><ul><ul><li>Each email should provide clear value </li></ul></ul><ul><ul><li>Don’t try and do all your selling with your email copy – what you want is the user to “click” through to landing page </li></ul></ul><ul><ul><li>Always meet the expectations that you set in the opt-in stage (and you should be setting expectations at that stage) </li></ul></ul><ul><ul><li>One or two “Clear Calls to Action” per email (no more) </li></ul></ul><ul><ul><li>Relevant (right audience with right content), Timely, Targeted and value driven (from users perspective) </li></ul></ul>
  21. 28. Best Practices
  22. 29. Opt-In Form <ul><li>Easy to find opt-in form on every page </li></ul><ul><li>Short, sweet and easy to fill out form </li></ul><ul><li>No sneaky pre-checked boxes (surreptitiously signing users up to content) </li></ul><ul><li>Always answer the question “WIIFM? – What’s In It For Me?” </li></ul><ul><li>Show a thumbnail of a sample email (increases sign-ups) </li></ul><ul><li>Always confirm subscription immediately with a Thank You Email or Confirmation Email (Receny) </li></ul>
  23. 30. Send a Welcome Email <ul><li>Should be immediate (within 15 minutes) – recency is incredibly important </li></ul><ul><li>Welcome email should set the tone and frame for all email to come </li></ul><ul><li>Explain the benefits of subscribing </li></ul><ul><li>Re-iterate the content and frequency users can expect </li></ul><ul><li>Always provide links back to your website – with some clear prominent links to click </li></ul><ul><li>Always provide a link to opt-out and update preferences </li></ul>
  24. 31. The Subject Line <ul><li>The most important part of your mail </li></ul><ul><ul><li>If a user does not open your mail, you cannot sell or communicate to them at all </li></ul></ul><ul><li>45.2% of users open email based on the subject line alone </li></ul><ul><li>Test and transmit clear value propositions in your email subject lines </li></ul>
  25. 32. Best Practices – Subject Line <ul><li>Keep it 35 Characters or less </li></ul><ul><li>Consider using brand or business name </li></ul><ul><li>Avoid Spammy words – BUY NOW, CLICK HERE, FREE etc… (look bad and get caught by spam catchers) </li></ul><ul><li>Mimize use or don’t use symbols and special characters – (!!!) </li></ul><ul><li>Don’t use misleading headlines – you’ll annoy people (plus its illegal in the CAN-SPAM Act) </li></ul><ul><li>Time delimit offers </li></ul><ul><li>Add in prices of special offers </li></ul>
  26. 33. The From: Line <ul><li>Should be clearly and easily recognisable to your subscriber </li></ul><ul><li>Use you company’s name versus a persons name </li></ul><ul><li>Avoid using [email_address] - people don’t respond well to automatically generated emails </li></ul><ul><li>Be consistent with the From Name and From Address </li></ul><ul><li>Monitor replies to your From and Reply To Address </li></ul><ul><li>Set up specific email address on your domain for email campaigns </li></ul>
  27. 34. Creative Design <ul><li>Design for the email Inbox – its not a webpage </li></ul><ul><li>Ensure consistent branding and design across all campaigns (users need to recognise you ALWAYS) </li></ul><ul><li>Keep your email width under 650 pixels </li></ul><ul><li>Make sure main key elements are “above the fold” </li></ul><ul><li>Use a balanced image-to-text ratio </li></ul><ul><li>Keep your email content brief, use teaser blurbs </li></ul><ul><li>Create a clear scent trail to your landing page </li></ul><ul><li>Don’t try and sell everything on the email </li></ul><ul><li>Test for Mobile rendering </li></ul><ul><li>Have a forward to Friend and SWYN links </li></ul>
  28. 35. Creative Designs <ul><li>HTML Coding Tips </li></ul><ul><ul><li>Code by hand </li></ul></ul><ul><ul><li>Simplicity is key </li></ul></ul><ul><ul><li>Use inline stylesheets </li></ul></ul><ul><ul><li>Avoid using background images </li></ul></ul><ul><ul><li>Avoid using javascript and rich media </li></ul></ul><ul><ul><li>Each email client has its own email rendering engine – you need to test each email campaign in different viewers </li></ul></ul><ul><ul><li>Use an Inbox Preview Tool </li></ul></ul><ul><ul><ul><li>Comes with most ESP tool </li></ul></ul></ul>
  29. 36. Common Mistakes Designing Emails
  30. 37. Common Mistakes <ul><li>Using Javascript, embedding movies and audio in email – by and large don’t work </li></ul><ul><li>Being overly ambitious with design – again, be simple and clear avoid DIVs,Complex CSS etc.. </li></ul><ul><li>Linking to CSS in Header Tags – these get removed by most email clients </li></ul><ul><li>Letting your database go stale – too long since last communication </li></ul><ul><li>Sending without permission – SPAM – don’t do it </li></ul><ul><li>Not testing – always small errors – TEST </li></ul>
  31. 38. Tips to Avoid Spam Filters <ul><li>Excessive use of bright font colours, special characters, styles and formatting </li></ul><ul><li>Avoid use of exclamation marks!!!!!!!! </li></ul><ul><li>Don’t use ALL CAPS </li></ul><ul><li>Don’t use phrases like “Click Here”, “Click Here Now”, “Act Now” etc.. </li></ul><ul><li>Poor HTML code, can trigger SPAM filters </li></ul><ul><li>Avoid using dummy text “lorem ipsum” etc… even in test emails </li></ul><ul><li>Never use “Test” in your email subject line </li></ul>
  32. 39. Email Design Practices
  33. 40. A/B Tests <ul><li>Continually improve upon your email campaigns by performing A/B Tests </li></ul><ul><li>You can test various areas of your email program: </li></ul><ul><ul><li>Subject Lines </li></ul></ul><ul><ul><li>Data/Time Send </li></ul></ul><ul><ul><li>Email Frequency </li></ul></ul><ul><ul><li>Creative Design/Image Placement </li></ul></ul><ul><ul><li>Call-to-action variations (Free-Shipping Vs % discount) </li></ul></ul><ul><ul><li>Call to Action Placement </li></ul></ul><ul><ul><li>Landing Pages </li></ul></ul>
  34. 41. Deliverability <ul><li>Work with your tech team and/or ESP to continually monitor your email deliverability and IP address reputation </li></ul><ul><li>Set up authentication records (Sender ID, SPF, Domain Keys) </li></ul><ul><li>Use a dedicated Mail ISP – ideally one which is whitelisted (ESPs use these) </li></ul><ul><li>Don’t send your email from Dynamic IP address – like your office based one </li></ul>
  35. 42. Permission Based Email Marketing <ul><li>The Key to Email Marketing </li></ul><ul><ul><li>Send relevant, timely, targeted and valuable emails to subscribers who have asked for them </li></ul></ul><ul><li>Acceptable ways to build a list </li></ul><ul><ul><li>List Append (eCommerce etc..) </li></ul></ul><ul><ul><li>Opt-in </li></ul></ul><ul><ul><li>Opt-in rental (rent a temporary list fromo a partner who has permission to rent out) </li></ul></ul><ul><li>Unacceptable ways to build list </li></ul><ul><ul><li>Non opt-in list referral </li></ul></ul><ul><ul><li>Not adhering to opt-outs </li></ul></ul>
  36. 43. Social Media <ul><li>Email is the glue for Social Media </li></ul><ul><li>Use Social Media channels to build subscription lists </li></ul><ul><li>Encourage and enable email sharing with social tools from within the email itself (SWYN) </li></ul><ul><li>Use your email list to build your social media network </li></ul>
  37. 44. Links <ul><li>http://www.email-standards.org/ </li></ul>