Presented at Ad:tech 2013 for the IDM Academy, this presentation explores 10 key tips to reduce your email marketing complaint rates.
Created by Shine a Light Media
12. Disclose everything and be transparent
• Who will the emails be from?
• What type of emails will be received?
• What will the emails contain?
Set expectations at point of sign upSet expectations at point of sign up
13. • Let people know how often you would like to
send them emails
• Let them choose how often they receive your
emails.
Set expectations at point of sign upSet expectations at point of sign up
14. • Where are we sending the emails to?
• Get an explicit opt in
Set expectations at point of sign upSet expectations at point of sign up
15. • Why should they subscribe? What’s in it for
them
• Tell them why you are collecting certain
pieces of data
Set expectations at point of sign upSet expectations at point of sign up
16. • How will they receive your emails?
• Add to address book (personal white-list)
Set expectations at point of sign upSet expectations at point of sign up
17. Tip 2: Back up those expectationTip 2: Back up those expectation
Build relationship & impart important info
18. Offer a preference centreOffer a preference centre
• Choose between different
email types & brands
• Chance to ‘snooze’ your
email subscription for 30/90
days
• Description of each email
type
• Unsubscribe from all emails
easily
19. Welcome EmailWelcome Email
•Outlines the benefits of
the emails
•Includes a whitelisting
request•Prompts for more
information with the offer of
a competition in return for
completing a short survey
•Gives
other
options for
connecting
•Welcomes & thanks new
subscribers
20. Tip 3: Keep your list cleanTip 3: Keep your list clean
21. • Confirm data at point of sign up
• Suppress subscribers that complain
• Use an active, recent list
• Ensure your data sources are reliable –
backed up by your permission practices
• Thoroughly and regularly audit data sources
and perform quality checks
22. Tip 4: Identify Problem DataTip 4: Identify Problem Data
Sources & Email TypesSources & Email Types
23. 3 key questions:3 key questions:
1.Where did people sign up?
2.How did they sign up?
3.Are the majority of the complaints coming
from the same data source?
Analyse for a specific sourceAnalyse for a specific source
24. Certain types of email that cause an
increase in complaint
1.Who did you send this email to?
2.Where and how did they sign up to receive
emails from you?
3.Was it relevant to them in their lifecycle, &
their interests?
4.What was the content of the email?
25. Tip 5: Make it easier toTip 5: Make it easier to
unsubscribe than to complain!unsubscribe than to complain!
26. • Make process clear and
accessible.
• Don't hide your opt-out link.
• Have a working unsubscribe
link
• Deal with requests in a timely
and proper manner.
27. Tip 6: Provide Value & ConsistencyTip 6: Provide Value & Consistency
28. Tip 6 (Part A): Provide ValueTip 6 (Part A): Provide Value
• Triggered emails
• Segmentation
• Dynamic content
• Preference centers & progressive
profiling
29. Tip 6 (Part B): Provide ConsistencyTip 6 (Part B): Provide Consistency
• Consistency in mailings NOT Repetition
• Brand Recognition
o From Address
o Domain