inactive email subscribers: best practices for re-engagement
DESCRIPTION
Find out how to keep your followers consistently engaged & enthused w/ this helpful how-to on email reputation management!TRANSCRIPT
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Inactive Email SubscribersBest Practices for Re-engagement
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Submit Your Questions
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Tweet Us!
#ActOnSWand
@LeadSpend
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Today’s Presenters
David Fowler@oregonlimeyChief Privacy & Deliverability OfficerAct-On Software
Craig Swerdloff@swerd, @LeadSpendCEOLeadSpend
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Email is the heart of your online identity...and it’s the gateway to your
digital experience…
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Deliverability basics
Email reputation and you
Inactive email subscribers – what you can do
Email conversion formula
Wrap up and Q&A
Today’s Agenda
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
What is Deliverability?
• Delivered vs. Deliverability• Delivered – number of messages that did NOT bounce• # Delivered – # Messages Sent – # Bounces
• IPR (Inbox Placement Rate) - Proportion of messages that make it straight into the inbox
• Getting filtered or blocked by the receivers REDUCES your conversions
• Ignoring deliverability issues will make them worse
• Great deliverability is your foundation to better ROI
Key Point – great deliverability is your foundation to better ROI
eec Definition of “Delivered” “…’accepted number’ of messages that make it directly into a recipient’s inbox…”
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Email Reputation
• The issues that affect YOUR sending reputation: • Authentication adoption • Email volume • Complaint and hard bounce rates • Spam trap metrics • Blacklist inclusion and management • First and third party content • Domain reputation • Consumer engagement (inactive subscribers)
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
How ISPs Look at it
@leadspend
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Why Care About Inactive Subscribers?
@leadspend
Deliverability– Inactive subscribers hurt engagement rates– Low engagement rates hurt Inbox Placement Rate– Over time, ISPs reclaim accounts– Recycle them or convert them into spam traps
Low Risk
2013 2012 2011 2010 2009
Deliverability Risk
Med Risk High Risk Critical RiskLow Risk
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Why are Inactive Subscribers Important?
@leadspend
• Median ROI for customer emails was $28.50 per dollar spent
• Compared to mean customer acquisition cost of $55.24
Source: eMarketer "Email Marketing Benchmarks: Key Data, Trends and Metrics" (2013)
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Defining Inactive Subscribers
@leadspend
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
How Active are Your Email Subscribers?
@leadspend
Q: What is an inactive or un-engaged
subscriber?
A: Subscribers who no longer read your email, but haven’t yet taken action to stop receiving it.
This can mean something different for each sender.
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
The ISPs’ Perspective
@leadspend
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
A Broader Perspective
@leadspend
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Defining an Inactive/Unengaged User
@leadspend
Before removing an inactive subscriber check if:
No Opens/Clicks(90-365 days)
No Purchases(in ~6 months)
Inbox Placement Rate
(sender reputation) struggling
• If all three criteria are true, then start to eliminate.
• Remove inactives that have been unresponsive the longest, first.
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Why Do People Become Inactive?
@leadspend
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Engaged Subscribers
@leadspend
%36 Retail subscribers Opened/clicked in the last 3 months
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Inactive Subscribers
@leadspend
%75 Email subscribers Are inactive
Source: MarketingSherpa report
UP TO
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Why Did Subscribers Go Inactive?
@leadspend
NOT ENOUGH EMAILS, SEND
MORE!
TOO MANY EMAILS, SEND
LESS!
Frequency of Mailing• You email too often, and they’ve become used to deleting your
mail• You mail too infrequently, and are not engaging!• Communication: find out how often they want to hear from you
» Preferences and surveys
• Some individuals were never active in the first place
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
The Mobility Factor
@leadspend
%58 Email marketers Not designing for mobile devices
Source: MarketingSherpa 2013 Email Marketing Benchmark Report
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
The Mobility Factor
@leadspend
%50 Average user base Emails on a mobile device
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
The Mobility Factor
80 Consumers Delete emails on mobile if it doesn’t look good
%
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Avoiding Future Inactive Subscribers
@leadspend
Find the cause(s):
• Source• Permission• Welcome program• Messaging
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Maintaining a Healthy List
@leadspend
Source: MarketingSherpa Email Marketing Benchmark Report 2012
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Reactivation Campaigns
@leadspend
• AKA: Win-back/Re-engagement/Re-activation • All mean essentially the same thing: we want you back!• Represent one of the highest ROI opportunities in marketing
• Low cost, potentially high reward
• Average Reactivation rate for most marketers: 1-2%
• Potential Reactivation rate for High Performers: 10%+
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Winback Program:Overview
@leadspend
Email Validation
We Miss You email
Welcome Back!
Wait X Days
Inactive Group
Very Inactive
Opened/Clicked
We Miss You 2 email
Wait X Days
Final Notice email
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Re-Engagement Tactics: Apply Learnings
@leadspend
• Integrate engaged group into core cadence
• Measure creative performance, optimize accordingly
• Integrate triggered re-engagement email at 6-month mark
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Engaging Subject Lines
• We miss you and we want you to see what’s new • Appeals without forcing you to offer incentives for their inactivity.
• We have a confession…and an offer you won’t want to miss• Apologize for not reaching out to them in a while, give special attention.• Limited time incentives.
• We hate spam, too. Let us know if you want to stay on our list.• People don’t want to go through the trouble of unsubscribing, so being
blunt can be effective.• Straightforward, and gets to the point.• Let them know that if they do not opt-in by a certain date, they will be
removed.• Keep your word! Actually remove them if you do not receive an answer.
@leadspend
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Re-Engage With a Special Offer
@leadspend
Option 1: Re-Engagement Test – with a special offer• Week 1: We miss you – come back with this special
offer!• Week 2: Confirm your email and receive 15% off your
next purchase!• Week 3: It’s not too late – confirm your email to
receive 15% off your next purchase• Week 4: Farewell from Company XYZ, we’ll miss you…
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Re-Engage Without a Special Offer
@leadspend
Option 2: Traditional – no special offers • Week 1: We miss you – confirm your subscription • Week 2: Confirm your email to continue to receive our
best deals!• Week 3: It’s not too late – confirm your email today• Week 4: Farewell from Company XYZ, we’ll miss you…
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Repermissioning Creative
@leadspend
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Example: Four-Part Email Series
@leadspend
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Best-in-Class Re-Engagement Tactics
@leadspend
Sephora Deployed to
subscribers who sign-up but do not make a purchase after 45 or 90 days:We miss you Aggressive offer
West Elm Subject Line: We know
you’re busy…Unconventional subject
line and creative treatmentAggressive Offer
L.L. Bean: Push to preference centerOffers other methods of
communication
Smarter Dining: Survey
Crate and Barrel:MultichannelLimited Time
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Banner Reconfirmation to Utilize Winning Creative
@leadspend
Using current promotional emails, add a banner on the top
Subject: We Miss You, Please Confirm Your Email Subscription to The Children’s Place!
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Redbox: Four-Part Series to Inactives
@leadspend
• Highlight benefits users will miss
• Uses same creative but different subject for each touch:
• Touch 1: Don't Miss Out on Redbox Offers!• Touch 2: Don't let any great deals slip by!
Confirm your email!• Touch 3: Confirm your email - Don't lose
out on great deals!• Touch 4: We Want You Back - Confirm Your
Subscription Now!
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
When All Else Fails, Ask Permission
@leadspend
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Email Conversion Formula
RelevantContent
BestPractices
Sale or Action
Marketing Automation Email Done Right
DataSegmentation
& Targeting
TheRight
Message
TheRight
People+
TheRightTime
ConversionSuccess=+
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Options Outside of Email
@leadspend
Do you have other information on your users?
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
The Last Resort: Breaking-Up
@leadspend
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
@leadspend
BONUS!
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Special Offer
leadspend.com/dma
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Learn More About Act-On
Interested in a demo?Call: +1 (877) 530-1555
Email: [email protected]: www.act-on.com
THE FORRESTER WAVE™ LEADERS
QUADRANT
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www.act-on.com | @ActOnSoftware | #ActOnSW | www.leadspend.com | @LeadSpend
Q&A
David Fowler@oregonlimeyChief Privacy & Deliverability OfficerAct-On Software
Craig Swerdloff@swerdCEOLeadSpend