sue fidler "e-communications" smex2010
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Sue Fidler
www.SueFidler.comwww.CharityeMail.co.uk
[email protected]/suefidlerwww.twitter.com/SueFidler
Sue Fidler
EMAIL MARKETING
Sue Fidler
• Why?• How – the Mechanism• Strategy• Building Lists
• Data Protection• Getting Delivered• Getting Opened• Content
• Design• Copy• Actions• Virals• Bells and Whistles
• Reporting•Segmentation
• Other media / integration
Sue Fidler
Why?
More than 75% of UK population have email
Email is 99% unique
Sue Fidler
Why?Great for fast communications, - nearly all opens are within first 24rs
Good for repeat/follow up messages
Good reporting – who and what
Good for calls to action - campaigns and appeals
Forward to a friend
Sue Fidler
How?The mechanisms used to send and deliver bulk emails
Three methods:
• Outlook/Eudora/Lotus/other PC/pop3 based email system
• In-House bulk email broadcast software
• ASP bulk email broadcast software
Sue Fidler
Address Book Address Management/history/export/importSubscriptions Subscribes and unsubscribesBounces Hard (email not there) and Soft (unavailable)2 part send HTML and Text versionsTemplates Design, look and feel managementReports Open rate, Click throughs, bounces,
unsubscribesHTML HTML email with WYSIWYG editorSPAM Being blockedBandwidth Internet Pipe sizeIT Department
Sue Fidler
OUTLOOK In-House s/w ASP s/wPurpose XAddress Book XSubscriptions XBounces X2 part send XTemplates XReports XHTML XSPAM X XBandwidth X XIT X XFit for purpose X X
Sue Fidler
Strategy•What are the objectives•Set Goals/KPI’s•Can you place a value on emails, how will you measure?•Develop acquisition, retention and reactivation plans•Focus on behaviour•Tailor landing pages•Optimise content•Seed the lists•Plan multichanel/multi media•Map out ongoing campaign plan
Sue Fidler
Email Ladder•welcome - very high open rate, don’t just say thank you for joining •awareness - purpose: brand awareness bridge media and identify interest•development - purpose: develop involvement ,confirm interest/engagement•conversion - purpose:online action•thank you – purpose: cross sell other actions reinfoce engagament •loyalty - purpose: broaden and deepen relationship improve lifetime value
Sue Fidler
Building Lists• where are you asking
• ask on every page of your website, • on all on and offline forms, • on fundrasising, marketing, campaiggns, membership asks• target landing pages to offer relevant emails
• what are you offering
• ONLY ask for what you need
• give an example of content
• can you offer multiple options to type or frequency?
• ask them to help you save money and the environment..
Sue Fidler
Building Lists• thank you email
• cross sell
• thank you landing page • cross sell • give them options to move onto next thing
• opt out practice • send a goodbye email and confirm opt out
• don’t forget Forward to A Friend Opt in
• do you represent trust? – privacy policy link
ALWAYS CHECK ENTRANCE AND EXIT POINTS
Sue Fidler
Names: where do you get them?
• Building your own list gets higher open and click through than any bought list
• Swap names with peers
• Get article in press or other newsletters
• Buying lists – don’t without expert help
Sue Fidler
Data Protection• are you registered with the IPO?
• only costs £35 pa and makes you look professional
• where is your data?• who can see it?• who can use it?
• how do you manage?• hard bounces (spam)• soft bounces • unsubscribes
• you should be able to track and keep history of subscribes and unsubscribes
Sue Fidler
Getting Delivered• SPF • Sender ID, • Registered IP address, • Google, hotmail, yahoo white listing
Spam check
• Subject Line:• don’t use symbols, capitals and FREE OFFER WINNER
• Content avoid:• key spam words, large fonts, too many bright colours.
Sue Fidler
Getting Opened• FROM address
• branded, • clear, • friendly from
• Subject Lines • 50 characters or less, • if it is a campaign stress urgency and timeliness, • if relevant make it personal "thank you for your gift to..." • reinforce brand, be honest, be relevant, be timely• don’t repeat the same line• do not mislead
Sue Fidler
Content: Design• 600-650 wide
• Always have "read this in your browser“
• As short as possible, like newspapers - above the fold
• Headlines to catch the eye, brief copy, few strong images
• Multipart is essential with blackberry, iphone, etc
• HTML v Text only
• Consider HTML light - almost no graphics but use font styling
Sue Fidler
Content: Copy • assume that most people have heard of you before they get your email
• once they open it they have expectations based on FROM, subject and who you are
• remind people of threads.. like events and campaigns.
• highlight "attention nodes" - highlights, callouts..
• be less formal and more personal
• dynamic content - adding personalised content beyond contact details.
• don’t use forms, they don’t work in most browsers
• using video or audio - in the email or onsite
Sue Fidler
Content: Actions • click through - to where?
• tailored landing pages
• must match branding, font etc of destination - consistent user experience
• either a single very clear message or a small range of options• "vote here" should just have that, • "support our campaign" might have donate, petition, contact MP
• tell readers the benefits of their actions
• forward/tell your friends.. Corporates now recon 2/3 sales are influenced by shared opinions
Sue Fidler
Content: Virals • have an idea
• short and sweet or clever/funny
• make it easy to forward
• show the benefit
• build into bigger picture
• measure it
• send out press releases to influencers who will blog and tweet
• integrate with Facebook, Twitter, YouTube, etc
Sue Fidler
Content: Bells and Whistles • surveys/polls
• objectives, • target audience, • questions clear and concise,
• don't use acronyms, • don't ask negatives, • make sure answers are mutually exclusive ie 18-24 24-35. • no leading questions• be brief
• if it is long have pages to show completion• always send thank you email• always follow up with results
Sue Fidler
Content: Bells and Whistles • Net Promoter Score
• would you recommend us?
• testimonials
• ask people to reply with comments and feedback
• linking to blogs - ask people to comment
• social networking - ask people to join facebook, twitter etc
Sue Fidler
Reporting• opens, click through,
• bounce, unsubscribe and replies • who clicked on what
• don’t forget who didn’t open or didn’t click.
• integrating data into other databases
• integrate the email links to analytics.
• can you track actions in other mediums?
• should you clean your list?
Sue Fidler
Segmentation• split openers and clickers into groups
• by location• geographic area of interest• subject
• lurkers, just get general enews.. • can test pushing them one way or another to convert
• specialists - donors, campaigners, job seekers, events attendees etc • accept what they want to engage in, • send them specific emails with subtle cross selling
Sue Fidler
Integration• where are you inviting people from..
• offline, website, facebook and twitter • here comes our enews• sign up for our upcoming enews• get our latest campaign here..• read more on our enews
• use facebook updates and tweet the same stories
• drive traffic to enews from all available source
• and from enews to the web
Sue Fidler
[email protected] 350285www.suefidler.comwww.facebook.com/suefidlerwww.twitter.com/SueFidler
CharityeMail:www.CharityeMail.co.uk