1. The document discusses trends affecting email marketing in 2009, including customers expecting more control over their email preferences and experiences, the proliferation of communication channels, and the growth of social networks. 2. It emphasizes embracing customer expectations by enabling preference centers, focusing on long-term prospect conversion through behavioral campaigns, and minimizing churn through welcome programs and easy unsubscribing. 3. The document also stresses designing emails for multiple devices and platforms, and exploring opportunities in social media to extend the reach of emails.

1. Email 2009: Trends and Solutions in a Tough Economy AMA Reno-Tahoe Chapter Luncheon Loren McDonald VP, Industry Relations Silverpop

5. Trends Shaping Email in 2009

7. 1. Beyond Customer Control to Customer Expectation – The Amazon Effect

8. Choose if They Want to Opt-in …

9. Determine If, When,/Where, What, How They Read … If What When/Where How

11. When to Report as Spam …

12. When They’d Prefer Another Channel … C

13. And When They Want the Relationship to End …

14. … and now – SUPER EXPECTATIONS

15. Your Competitors Are Creating Great Expectations

16. “ Spray-N-Pray”, “Batch-N-Blast” – Low Relevancy = Goodbye NO

20. 2. Channel Explosion and Consumer Preferences

21. Communications/Marketing Channel Explosion = Choices and Preferences To 1990 Newspapers Direct Mail Telephone Radio TV Fax Mobile Phones 1990-2000 Internet Email Instant Messaging Search 2000-2008 Webinars/Webcasts RSS feeds Blogs Podcasts Social Networks SMS Video Sharing (YouTube) Mobile Applications Twitter

24. … But Newspaper Generation Still Rules 72% of U.S. population will be 20+ in 2010

25. And Email Still Rocks for Business Communications

27. 3. The Email Volume Overload

30. What’s the Total Impact of Frequency 5 times per month 12 times per month Revenue – Churn – Reputation….

31. Retailer Case Study – Increased Frequency Unsubscribes and spam complaints went through the roof

32. Financial Impact of Increased Mailings

33. 4. Your List Is Shrinking & Going Inactive

36. Enable Preferences…Manage Expectations

41. 5. Most of Your Prospects Are Long Term – The Unconverted Majority

43. B2B Email Drip Programs Nurtures Prospects Email 1 Telesales Email 2 Direct Mail Email 3 Telesales Day 1 Day 8 Day 12 Day 14 Day 2 Drips: CTRs of 3X

44. PPC: 95%+ Don’t Convert Immediately If avg. PPC conversion rate is 2%-5% - what happens to the other 95%+?

45. Most Common Mistake: No Easy and Obvious Sign Up

46. 6. Your Emails Are Being Viewed in a Growing Number of Environments

47. Same Email… May Be Read In Multiple Environments Web Browser PC client Mobile Client Social Network RSS Feed Web Version

49. BlackBerry Email & Browser Experience Browser Version BlackBerry Browser Email Version BlackBerry IS installed email client Original Email

51. 7. Email Becomes “Social” – The New Forward to a Friend

52. Evolution of Viral Email …

53. Recipient Taken to Social Site Email Subject line becomes “Title” and “Mailing Notes” become the Meta teaser-text to be displayed. Email recipient can add their own comments or endorsements Users can select a thumbnail from some of the images in email, or opt to not include a picture

54. Friends Are Notified in Their “News Feed” Whit Lanier posted a link: Downtown Atlanta Restaurant Week “ This Looks Like a lot of fun” No tickets and no coupons! During Downtown Atlanta Restaurant Week, simply make a reservation, show up, and ask your server for the Restaurant Week 3-course prix-fixe menu http://www.opentable.com/blahblahblha_linkypoo%tracking%

56. Do Your Emails Need Ketchup?

57. Ketchup can make almost any food edible, or even pretty tasty!

58. DISCOUNTS…! are Ketchup!!!!!!!!!!

61. 2. A welcome program that sets expectations and creates value for new subscribers out of the gate and confirms that their decision to opt in to your email program was a good one.

62. 3. Creative subject lines that motivate people to take the action they (and you) want, not just open the email VSL // See a fantastic sixties rock movie you've never heard of VSL // The best classroom drama since 'The Breakfast Club' Best Buys on Ready to Assemble Furniture (Crate & Barrel) Announcing the January White Sale (Kirkwood Mountain Resort) Intriguing OK, and so ….

63. Cross-Platform Design Tips 4. Emails designed to render well on multiple environments and platforms—PC, Web and mobile

64. 5. Creative and compelling copy that motivates people to want to know more and act

65. 6. A competitively positioned email program, which serves a clear need to recipients relative to your competitors’ offerings.

66. 7. Emails with genuine personality that provide a reason for subscribers to anticipate your next message