email marketing communication with sophisticated customers moscow, 12 april 2013 online retail...
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Email Marketing Communication With Sophisticated Customers
Moscow, 12 April 2013
Online Retail Russia 2013
Sophisticated customer
Has a lot of offers to choose from(remember that you always compete) Has little time(limited attention) Is on the move(interacts with brand in different places and situations) Uses multiple devices and applications(think about your OWN consumer habits)
Cleaning up
a mess in email databases
Cleaning up the mess
Only VALID email addresses will GROW your business
Bigger database = bigger revenue
How EFFECTIVE your email collection points are? Newsletter webform on your website Pop-up on your website Points of Sales (forms, electronic receipts, online
order completion) Loyalty programs Call centers Social and mobile apps Affiliate / CPA programs
Preventing trouble
Identify risks and action points: Send to ALL subscribers Use double opt-in it will lower subscriptions by 10-20%, but:
1. will help in getting whitelisted2. will protect from typos that can get you blacklisted (
[email protected] vs [email protected])3. spambots won’t subscribe to your lists
Affiliate/CPA programs – use seperate domains Inactives – may lower results. Measure precisely Purchased lists = spam traps, harvesting
Newsletter subscription doesn’t need to be boring
Get trendy, jazzy and cool!
Make it easy – use social login
Be creative to provide relevance
Cross-promote your brands
Get trendy, jazzy and cool!Communicate benefits, add incentives (% off, free shipping, freebie)
Show that customers’ contacts are important!
Use responsive design
Your customers are here:
Most emails are still designed to display here:
Email with responsive design in action
Pinterest on Webmail: Pinterest on iPhone:
How not to fail expectationsof the sophisticated customer
Stand out from the crowd!
Your competitors are already there. Can afford not to be?
Act quickly
Purchase at Bloomingdale’s• Payment and email
subscription to get receipt at the same terminal
• Newsletter opt-in checkbox
1 minute later• Email with receipt and offers
How you THINK your email looks like
How subscribers REALLY see it
So, you stop at newsletters?
• Automatic welcome emails !!!• Automatic birthday / anniversary emails• Specials for Most Valued Customers• Cross-selling and upselling• Clearing remaining inventory from your stock • Incentives for non-buyers
I do all that already… What’s next?
• Predictive eye-tracking for content optimization• Revenue based split-testing• Emails with recommendations• Customer segments for specific products generated
from behavioral data and predictive analysis • Life-cycle email programs
