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FEBRUARY 25, 2015
TRIGGERED &
TRANSACTIONAL EMAILS
THAT REALLY WORK
AN ALLEN EDMONDS’ SUCCESS STORY
YOUR PRESENTER
Jessica Grewal
Account Director
BlueHornet
15%
16%
16%
16%
21%
25%
29%
28%
32%
31%
49%
23%
23%
30%
31%
30%
32%
32%
37%
33%
46%
56%
0% 10% 20% 30% 40% 50% 60%
Subscriber is dormant, shows no…
Shopping cart abandon or other type…
Post purchase offer
Post purchase survey
Customer contact at offline locations,…
Customer offers based on coupon…
Messages based on rules related to…
Messages triggered based off criteria…
Customer changes or updates…
Welcome campaign (a series of…
Welcome message (triggered after…
Enterprise
Mid Market
AUTOMATED/TRIGGERED MESSAGE UTILIZATION
Source: The Relevancy Group, LLC/Executive Marketer Survey n=374 11/13,
US Only, Mid-Market & Enterprise Respondents
Please select the types of automated
trigger campaigns you currently use.
Triggered & Transactional Emails That Really Work
WHO IS THE ALLEN EDMONDS’ CUSTOMER?
Businessman, professional, politician or
leader in other fields where business attire
is expected
Typically dislikes shopping; appreciates
the professionalism and convenience of
Allen Edmonds stores and website
Not uncommon for him to ask for help
selecting footwear / fashion
Conscious of personal presentation – both
formally and casually – wants to be seen
as a smart dresser
Regardless of age, wants to be seen as
relevant, driven, mature yet youthful; loves
Timeless Classics, latest styles, custom
offerings and WebGems
Loves being “in the know” and appreciates
unique offerings with stories VS. same
old, same old
Core
customer
Our fast-
growing 2ndary
target is more
psychographic
THE ROAD TO AUTOMATION
Batch & Blast
• Limited Automation
•Welcome
•Transactional
Fully Automated
• Welcome Program
• Cart Abandonment
• Transactional
• Post Purchase Series
Preparing &
Testing
15%
16%
16%
16%
21%
25%
29%
28%
32%
31%
49%
23%
23%
30%
31%
30%
32%
32%
37%
33%
46%
56%
0% 10% 20% 30% 40% 50% 60%
Subscriber is dormant, shows no…
Shopping cart abandon or other type…
Post purchase offer
Post purchase survey
Customer contact at offline locations,…
Customer offers based on coupon…
Messages based on rules related to…
Messages triggered based off criteria…
Customer changes or updates…
Welcome campaign (a series of…
Welcome message (triggered after…
Enterprise
Mid Market
AUTOMATED/TRIGGERED MESSAGE UTILIZATION
Source: The Relevancy Group, LLC/Executive Marketer Survey n=374 11/13,
US Only, Mid-Market & Enterprise Respondents
Please select the types of automated
trigger campaigns you currently use.
WELCOME CAMPAIGN
Revenue per email doubled.
Opt-out rate dropped from
0.73% to 0.07%.
ORIGINAL WELCOME SERIES
1
2
3
1 2
NEW WELCOME SERIES
Day 1 Day 38
RESULTS
Welcome Messages
Aug 2013 – Current
Welcome #1 Welcome #2 Welcome #3
Subject Line Welcome to Allen Edmonds Welcome to Allen Edmonds
Our Commitment to Our
Customers
Enjoy Free Shipping &
Returns - Every Day - No
Minimums
Open Rate 43.60% 60.80% 55.38% 42.96%
Click Thru Rate 14.56% 16.07% 11.79% 10.86%
Click to Open Rate 33.39% 26.44% 21.28% 25.28%
Revenue-per-Email $1.07 $0.654 $0.425 $0.428
Opt Out Rate 0.07% 0.73% 0.59% 0.61%
Current Previous
15%
16%
16%
16%
21%
25%
29%
28%
32%
31%
49%
23%
23%
30%
31%
30%
32%
32%
37%
33%
46%
56%
0% 10% 20% 30% 40% 50% 60%
Subscriber is dormant, shows no…
Shopping cart abandon or other type…
Post purchase offer
Post purchase survey
Customer contact at offline locations,…
Customer offers based on coupon…
Messages based on rules related to…
Messages triggered based off criteria…
Customer changes or updates…
Welcome campaign (a series of…
Welcome message (triggered after…
Enterprise
Mid Market
AUTOMATED/TRIGGERED MESSAGE UTILIZATION
Source: The Relevancy Group, LLC/Executive Marketer Survey n=374 11/13,
US Only, Mid-Market & Enterprise Respondents
Please select the types of automated
trigger campaigns you currently use.
CART ABANDONMENT
1 in 3 visitors who receive the
cart abandonment series convert
without a promotional discount.
Average order value is
4% greater than organic
order recovery.
CADENCE TEST
Timing of sends:
1st realtime, 2nd in 24 hrs
1st at 24hrs, 2nd in 7 days
TEST 1 A1 B1
Open Rate 53% 58%
CTR 4.6% 5.04%
Conversion Rate 4.6% 10.4%
Revenue-per-email $0.62 $1.10
Our customers need time to
consider their purchases.
1
2
NO PROMO VS 10% OFF TEST
TEST 2 No promo Promo
Open Rate 53% 57%
CTR 3% 6.5%
Conversion Rate 3.4% 7.5%
Revenue/email $0.91 $7.32
5x more orders, 2.5x higher AOV
with Promo
15%
16%
16%
16%
21%
25%
29%
28%
32%
31%
49%
23%
23%
30%
31%
30%
32%
32%
37%
33%
46%
56%
0% 10% 20% 30% 40% 50% 60%
Subscriber is dormant, shows no…
Shopping cart abandon or other type…
Post purchase offer
Post purchase survey
Customer contact at offline locations,…
Customer offers based on coupon…
Messages based on rules related to…
Messages triggered based off criteria…
Customer changes or updates…
Welcome campaign (a series of…
Welcome message (triggered after…
Enterprise
Mid Market
AUTOMATED/TRIGGERED MESSAGE UTILIZATION
Source: The Relevancy Group, LLC/Executive Marketer Survey n=374 11/13,
US Only, Mid-Market & Enterprise Respondents
Please select the types of automated
trigger campaigns you currently use.
TRANSACTIONAL
81%
of transactional
email revenue
comes from
product
recommendations
15%
16%
16%
16%
21%
25%
29%
28%
32%
31%
49%
23%
23%
30%
31%
30%
32%
32%
37%
33%
46%
56%
0% 10% 20% 30% 40% 50% 60%
Subscriber is dormant, shows no…
Shopping cart abandon or other type…
Post purchase offer
Post purchase survey
Customer contact at offline locations,…
Customer offers based on coupon…
Messages based on rules related to…
Messages triggered based off criteria…
Customer changes or updates…
Welcome campaign (a series of…
Welcome message (triggered after…
Enterprise
Mid Market
AUTOMATED/TRIGGERED MESSAGE UTILIZATION
Source: The Relevancy Group, LLC/Executive Marketer Survey n=374 11/13,
US Only, Mid-Market & Enterprise Respondents
Please select the types of automated
trigger campaigns you currently use.
POST PURCHASE SERIES
Doubled conversion rate.
More than doubled
revenue/email with just one test.
POST PURCHASE SERIES
1. Upsell & Cross Sell
 Belt with shoe
 Shoe care
products/shoe trees
2. Educate
 How to care for you
shoes
 Rotate and grow your
shoe collection
POST-PURCHASE SERIES
3. Loyalty – Recraft Program
UPSELL TEST: RELEVANT CREATIVE
Generic Manistee Cottonwood Wide Basic
Open Rate 52.56% 53.75% 57.81% 52.19%
CTR 14.30% 14.91% 15.32% 11.48%
Conversion Rate 4.39% 2.68% 1.95% 2.05%
Revenue-Per-Email $0.90 $0.46 $0.33 $0.30
4-6.5% conversion rate consistently over last 6 mo.
$40 increase in AOV
with Promo
Test No Promo Promo
Open Rate 58% 46%
CTR 13.9% 12.8%
Conversion Rate 0.89% 4.13%
UPSELL: PROMO REQUIRED?
POST PURCHASE EXPERIENCE: NEW CUSTOMER
day 0 day 0/1 ship date 20 days post ship
Only to customers who
purchased shoes but no
belt.
Only to customers who
purchased a recraftable
shoes.
Only to customers who
purchased shoes.
Time for a
Recraft
30 days post ship 38 days post ship 45 days post ship 350 days post ship
POST PURCHASE EXPERIENCE: NEW CUSTOMER
15%
16%
16%
16%
21%
25%
29%
28%
32%
31%
49%
23%
23%
30%
31%
30%
32%
32%
37%
33%
46%
56%
0% 10% 20% 30% 40% 50% 60%
Subscriber is dormant, shows no…
Shopping cart abandon or other type…
Post purchase offer
Post purchase survey
Customer contact at offline locations,…
Customer offers based on coupon…
Messages based on rules related to…
Messages triggered based off criteria…
Customer changes or updates…
Welcome campaign (a series of…
Welcome message (triggered after…
Enterprise
Mid Market
WE’RE AUTOMATED!
Source: The Relevancy Group, LLC/Executive Marketer Survey n=374 11/13,
US Only, Mid-Market & Enterprise Respondents
Please select the types of automated
trigger campaigns you currently use.
WHAT WE LEARNED
 Start small.
 Test. Test. Test.
 No need to reinvent the wheel.
 Be aware of the total customer experience.
Q&A
Have additional questions?
Need help with your triggered email programs?
Contact BlueHornet:
BlueHornetCommunications@BlueHornet.com
619-295-1856

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Triggered & Transactional Emails That Really Work

  • 1. FEBRUARY 25, 2015 TRIGGERED & TRANSACTIONAL EMAILS THAT REALLY WORK AN ALLEN EDMONDS’ SUCCESS STORY
  • 3. 15% 16% 16% 16% 21% 25% 29% 28% 32% 31% 49% 23% 23% 30% 31% 30% 32% 32% 37% 33% 46% 56% 0% 10% 20% 30% 40% 50% 60% Subscriber is dormant, shows no… Shopping cart abandon or other type… Post purchase offer Post purchase survey Customer contact at offline locations,… Customer offers based on coupon… Messages based on rules related to… Messages triggered based off criteria… Customer changes or updates… Welcome campaign (a series of… Welcome message (triggered after… Enterprise Mid Market AUTOMATED/TRIGGERED MESSAGE UTILIZATION Source: The Relevancy Group, LLC/Executive Marketer Survey n=374 11/13, US Only, Mid-Market & Enterprise Respondents Please select the types of automated trigger campaigns you currently use.
  • 5. WHO IS THE ALLEN EDMONDS’ CUSTOMER? Businessman, professional, politician or leader in other fields where business attire is expected Typically dislikes shopping; appreciates the professionalism and convenience of Allen Edmonds stores and website Not uncommon for him to ask for help selecting footwear / fashion Conscious of personal presentation – both formally and casually – wants to be seen as a smart dresser Regardless of age, wants to be seen as relevant, driven, mature yet youthful; loves Timeless Classics, latest styles, custom offerings and WebGems Loves being “in the know” and appreciates unique offerings with stories VS. same old, same old Core customer Our fast- growing 2ndary target is more psychographic
  • 6. THE ROAD TO AUTOMATION Batch & Blast • Limited Automation •Welcome •Transactional Fully Automated • Welcome Program • Cart Abandonment • Transactional • Post Purchase Series Preparing & Testing
  • 7. 15% 16% 16% 16% 21% 25% 29% 28% 32% 31% 49% 23% 23% 30% 31% 30% 32% 32% 37% 33% 46% 56% 0% 10% 20% 30% 40% 50% 60% Subscriber is dormant, shows no… Shopping cart abandon or other type… Post purchase offer Post purchase survey Customer contact at offline locations,… Customer offers based on coupon… Messages based on rules related to… Messages triggered based off criteria… Customer changes or updates… Welcome campaign (a series of… Welcome message (triggered after… Enterprise Mid Market AUTOMATED/TRIGGERED MESSAGE UTILIZATION Source: The Relevancy Group, LLC/Executive Marketer Survey n=374 11/13, US Only, Mid-Market & Enterprise Respondents Please select the types of automated trigger campaigns you currently use.
  • 8. WELCOME CAMPAIGN Revenue per email doubled. Opt-out rate dropped from 0.73% to 0.07%.
  • 10. 1 2 NEW WELCOME SERIES Day 1 Day 38
  • 11. RESULTS Welcome Messages Aug 2013 – Current Welcome #1 Welcome #2 Welcome #3 Subject Line Welcome to Allen Edmonds Welcome to Allen Edmonds Our Commitment to Our Customers Enjoy Free Shipping & Returns - Every Day - No Minimums Open Rate 43.60% 60.80% 55.38% 42.96% Click Thru Rate 14.56% 16.07% 11.79% 10.86% Click to Open Rate 33.39% 26.44% 21.28% 25.28% Revenue-per-Email $1.07 $0.654 $0.425 $0.428 Opt Out Rate 0.07% 0.73% 0.59% 0.61% Current Previous
  • 12. 15% 16% 16% 16% 21% 25% 29% 28% 32% 31% 49% 23% 23% 30% 31% 30% 32% 32% 37% 33% 46% 56% 0% 10% 20% 30% 40% 50% 60% Subscriber is dormant, shows no… Shopping cart abandon or other type… Post purchase offer Post purchase survey Customer contact at offline locations,… Customer offers based on coupon… Messages based on rules related to… Messages triggered based off criteria… Customer changes or updates… Welcome campaign (a series of… Welcome message (triggered after… Enterprise Mid Market AUTOMATED/TRIGGERED MESSAGE UTILIZATION Source: The Relevancy Group, LLC/Executive Marketer Survey n=374 11/13, US Only, Mid-Market & Enterprise Respondents Please select the types of automated trigger campaigns you currently use.
  • 13. CART ABANDONMENT 1 in 3 visitors who receive the cart abandonment series convert without a promotional discount. Average order value is 4% greater than organic order recovery.
  • 14. CADENCE TEST Timing of sends: 1st realtime, 2nd in 24 hrs 1st at 24hrs, 2nd in 7 days TEST 1 A1 B1 Open Rate 53% 58% CTR 4.6% 5.04% Conversion Rate 4.6% 10.4% Revenue-per-email $0.62 $1.10 Our customers need time to consider their purchases. 1 2
  • 15. NO PROMO VS 10% OFF TEST TEST 2 No promo Promo Open Rate 53% 57% CTR 3% 6.5% Conversion Rate 3.4% 7.5% Revenue/email $0.91 $7.32 5x more orders, 2.5x higher AOV with Promo
  • 16. 15% 16% 16% 16% 21% 25% 29% 28% 32% 31% 49% 23% 23% 30% 31% 30% 32% 32% 37% 33% 46% 56% 0% 10% 20% 30% 40% 50% 60% Subscriber is dormant, shows no… Shopping cart abandon or other type… Post purchase offer Post purchase survey Customer contact at offline locations,… Customer offers based on coupon… Messages based on rules related to… Messages triggered based off criteria… Customer changes or updates… Welcome campaign (a series of… Welcome message (triggered after… Enterprise Mid Market AUTOMATED/TRIGGERED MESSAGE UTILIZATION Source: The Relevancy Group, LLC/Executive Marketer Survey n=374 11/13, US Only, Mid-Market & Enterprise Respondents Please select the types of automated trigger campaigns you currently use.
  • 18. 15% 16% 16% 16% 21% 25% 29% 28% 32% 31% 49% 23% 23% 30% 31% 30% 32% 32% 37% 33% 46% 56% 0% 10% 20% 30% 40% 50% 60% Subscriber is dormant, shows no… Shopping cart abandon or other type… Post purchase offer Post purchase survey Customer contact at offline locations,… Customer offers based on coupon… Messages based on rules related to… Messages triggered based off criteria… Customer changes or updates… Welcome campaign (a series of… Welcome message (triggered after… Enterprise Mid Market AUTOMATED/TRIGGERED MESSAGE UTILIZATION Source: The Relevancy Group, LLC/Executive Marketer Survey n=374 11/13, US Only, Mid-Market & Enterprise Respondents Please select the types of automated trigger campaigns you currently use.
  • 19. POST PURCHASE SERIES Doubled conversion rate. More than doubled revenue/email with just one test.
  • 20. POST PURCHASE SERIES 1. Upsell & Cross Sell  Belt with shoe  Shoe care products/shoe trees 2. Educate  How to care for you shoes  Rotate and grow your shoe collection
  • 21. POST-PURCHASE SERIES 3. Loyalty – Recraft Program
  • 22. UPSELL TEST: RELEVANT CREATIVE Generic Manistee Cottonwood Wide Basic Open Rate 52.56% 53.75% 57.81% 52.19% CTR 14.30% 14.91% 15.32% 11.48% Conversion Rate 4.39% 2.68% 1.95% 2.05% Revenue-Per-Email $0.90 $0.46 $0.33 $0.30 4-6.5% conversion rate consistently over last 6 mo.
  • 23. $40 increase in AOV with Promo Test No Promo Promo Open Rate 58% 46% CTR 13.9% 12.8% Conversion Rate 0.89% 4.13% UPSELL: PROMO REQUIRED?
  • 24. POST PURCHASE EXPERIENCE: NEW CUSTOMER day 0 day 0/1 ship date 20 days post ship Only to customers who purchased shoes but no belt.
  • 25. Only to customers who purchased a recraftable shoes. Only to customers who purchased shoes. Time for a Recraft 30 days post ship 38 days post ship 45 days post ship 350 days post ship POST PURCHASE EXPERIENCE: NEW CUSTOMER
  • 26. 15% 16% 16% 16% 21% 25% 29% 28% 32% 31% 49% 23% 23% 30% 31% 30% 32% 32% 37% 33% 46% 56% 0% 10% 20% 30% 40% 50% 60% Subscriber is dormant, shows no… Shopping cart abandon or other type… Post purchase offer Post purchase survey Customer contact at offline locations,… Customer offers based on coupon… Messages based on rules related to… Messages triggered based off criteria… Customer changes or updates… Welcome campaign (a series of… Welcome message (triggered after… Enterprise Mid Market WE’RE AUTOMATED! Source: The Relevancy Group, LLC/Executive Marketer Survey n=374 11/13, US Only, Mid-Market & Enterprise Respondents Please select the types of automated trigger campaigns you currently use.
  • 27. WHAT WE LEARNED  Start small.  Test. Test. Test.  No need to reinvent the wheel.  Be aware of the total customer experience.
  • 28. Q&A Have additional questions? Need help with your triggered email programs? Contact BlueHornet: BlueHornetCommunications@BlueHornet.com 619-295-1856