Archive for the ‘Contacts management’ Category

Top 5 mistakes in email marketing

Friday, March 13th, 2009

The last posts that I’ve written are about how to get the best out of your email marketing program (for Restaurants or Hotels and Resorts), reasons to add a newsletter to your web or blog and how to build a successful newsletter. This time I’m turning up side down and I’m going to talk about what do you have to avoid in email marketing. My experience with Pixelnews allows me to identify the most common mistakes in email marketing campaigns:

Too complex design

You have to realize that designing an email campaign is not the same as designing a website. Don’t try to use fancy flash or java scripts or try to embed a You Tube video, it just doesn’t work, and you will get crazy trying to make it look ok in the different email clients. Try to design a layout as clean and simple as possible with the correct links that will get your subscribers to the website or landing page you want.

Adding the wrong reply email address

It is pretty common to find mistakes in the reply email address or marketers that prefer to introduce a false address to avoid to get their inboxes full. Receiving feedback from your subscribers is one of the best ways to improve your campaigns and your product/service, so you cannot afford to miss that replies.

All Image, No text

I’m tired of seeing email campaigns that only have an image or a few images and no text at all. This campaigns hace two main problems:

•    Are very likely to be considered as Spam by the main ISP (Yahoo, Hotmail, Gmail)

•    Most of the email clients don’t download the images automatically so your subscribers will receive a blank email. Then they will delete it or worse, mark you as spam.

Spammy Subjects

More marketers than I thought still hasn’t understood that using subject lines with all caps, using words like WIN, PRIZE, FREE or using multiple exclamations!!! will make their emails look like Spam.

Wrong Links

The last of the most common mistakes that I’m used to see is when I click on a link in an email and it get me to a blank page with big letters that say: 404 error: Not Found. Before you send out your campaigns make sure that you have introduced the links correctly.

The economic situation that we are living today makes you analyze even more the ROI (Return on Investment) of every of your marketing actions. Don’t let these avoidable mistakes make you lose sales or decrease your reputation.

Email Marketing for Hotels and Resorts

Tuesday, February 17th, 2009

Inspiring myself in this great post of Johana Cavalcanti about email marketing for hotels and resorts, I decided to write a series of post of the best practices of email marketing for different markets and sectors. All the business around tourism could generate great brand equity, more sales, more loyalty from existing customers and also get news customers, with a good email marketing program.

These are the few things you should know to start a successful email marketing program:

Create and build your own list:

It is very important that you build your list organically with the permission of all your prospects to send them de campaigns in order to get the best results out of your email marketing. The first step to start getting email addresses is having a clear subscriber form in every page of your website. To improve the subscription rate:

•    The subscription form should not be long. Not more than 5 fields. If it takes too much time to fill out no one will submit it.
•    You must clearly specify the benefits of been part of your list: better offers, special discounts, special information, etc.
•    You could encourage people to sign up by offering an extra gift like a travel guide or by entering a draw to win a price like a digital camera.

The hotels deal directly with the customer, what makes easy to get email addresses offline:

•    You can ask for email address during the check-in or check out
•    You can leave a welcome form in the room
•    You can leave a form on the table the first breakfast
•    You can have forms in the Gym, Spa, Golf, etc.

The trade shows are also a great place to collect email addresses offline.

Segmentation and Schedule

Setting the right frequency for your campaigns is key for the success of your email marketing program. Too many emails will get your subscribers tired of you, unsubscribing or even worse, flagging you as Spam. Sending a newsletter once a month is the best. You should schedule as well all the events, bank holydays, concerts, etc. in your area for special campaigns. You can also send a welcome message for the customers that are coming to the hotel in the following days and a thank you message a few days after they leave the hotel.

The segmentation of your list is also one of the most important things. Every campaign is not relevant or interesting for all your subscribers, that is why you have to segment your list by age, sex, interests, geographical area, etc.


The campaign creation

The sender and the subject of the campaign will be the first thing our subscribers will read, therefore the sender must be familiar to the subscriber and the subject must refer to the content in the campaign.

The layout of the campaign should be very similar to your web page, with the same logos and colors, and should at least have the next components:

•    Always send a text version of the email
•    Use the “alt” tag on every image
•    Always include a link to the campaign to be seen on the web
•    The main content should be in the top left corner
•    Always include a visible unsubscribe link
•    Include a “Forward to a friend” link

The Stats

Once the campaign is sent you have to check the next stats to know what’s happened:

•    Open Rate
•    CTR (Click Through Rate)
•    Conversion Rate
•    Unsubscribe Rate
•    Viral Rate
•    Bounced emails

All this data allow you to know what is more interesting for each of your subscribers, who is unsubscribing, who is forwarding your message, what is the best day and time to send the campaigns and much more in order to improve the campaigns, the content and also improve the segmentation of your list.

How Apple could improve their email marketing

Tuesday, February 10th, 2009

I am a big Apple fan for a lot of reasons: the way they revolutionized the personal computer market, the way they revolutionized the Music industry, how they started a new revolution in the cell phone market, the design excellence of their products, the capacity to build a culture and a brand, and the list goes to the infinite.

Apparently Apple is a perfect marketing machine. However the last emails that I’ve received from them, shows me that they don’t get how email marketing has changed. They can improve a lot in this specific field. The last campaigns sent by Apple show an absolute lack of personalization and segmentation.  Let’s analyze the email I received from them during Christmas (it is in Spanish, I will translate):

The Subject: Equip yourself with Apple in 2009

I bought a MacBook from Apple store more than 2 years ago. Just taking this fact in account, the subject line would’ve been much more personal If they’ve written: Equip your MacBook for 2009 or Find the best accessories for your MacBook in 2009. Just this little of personalization of the subject line would’ve given a much better open rate, CTR and even conversion rate.

The Layout:

The first problem that everyone can see is that if you look at the email in your preview panel, with no images, the email looks empty. The main message is in a big image that doesn’t have an alternative text, so I cannot even intuit what is it about. The second big missing part is a link that allows me to see the message on the web in case my email reader cannot display the design properly. These two things can make your open rate drop.

Once we download the images of the email we can see a beautiful html design  (I don’t expect less from Apple), with a lot of  “call to action” elements that will lead me to the store.  However the design of the main message is more than 700 pixels wide, what will make me horizontal scroll to see the full message in most of the preview panels in email readers. That could be improved.

The Message

The thing that surprises me the most is the complete lack of personalization of the message. More than 70% of the email tells me about accessories for an iPod, iPhone and iPod Touch that I’ve never bought. Knowing that what I bought from them was a MacBook, they could’ve offered me the coolest, best sold, cheapest or whatever accessories for my already bought MacBook.   They could’ve even offered me to change my old MacBook for the new one.

That is not all. To the no personalization, I can add that the message had no value at all for me. They didn’t tell me about a special offer, a good discount or any valuable information for a MacBook user. They just blasted a publicity email with links to their online store, maybe to remind me that they have an online store. That doesn’t have any value. I know the online store is there. I’ve already bought stuff there.

Conclusion
I think Apple is taking advantage of their strong brand and is not taking care of the details like the one I just explained. Email marketing is an extremely powerful way to create and reinforce strong brands, establish relationships with the clients and in the end, increase sales. But you have to care about the details, care about your consumer base and care about your community, and this kind of impersonal email campaigns with no value are not the way.

Contacts management in Email Marketing applications

Tuesday, February 3rd, 2009

In our first post about the vision and purpose of Pixelnews, we talked about the importance of creating a simple product that solves a real problem. After a deep analysis of the real needs of our users, we have established 3 big block that are going to be the core of the application: contacts management, campaign creation and reports.

In this post I´m going to analyze the contacts management:

The list creation and management in an email marketing application has 3 basic goals:

Import and export easiness

We want to make getting their already built contacts lists into Pixelnews really easy to our users. Most of the small companies manage their lists with excel files, so we will be keeping the basic functionality to import excel, .csv and text files. However, the number of small companies managing their contacts with CRM applications grows fast every day. In order to make it as easy as possible for them, Pixelnews will be prepared to import and synchronize contacts from the most important CRM applications in the market. This way, the users wont have to manage two different lists in two different applications.

We think it is very useful for the user a feature that makes easy to create a subscription form and embed it into a web, blog or social network profiles. This way every new sign up will be directly added to the user´s Pixelnews lists.

Finally, we are adding a feature that also exports the contacts to excel, .csv and text files.

Segmentation

One of the best ways to get better results with your email marketing campaigns is the segmentation of the lists. Because each user follows different criteria to create the segments, Pixelnews makes easy to customize the fields for each list.

Once the user has the custom fields, it will be easy to create the different segments within your lists (e.g. sex, city, age, etc.) in order to send more focused and personalized campaigns.

Reports:

We want the user to know how the lists perform over time. Pixelnews will provide reports where the user will see the evolution of sign ups, unsubscribed and bounces.