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Transcript of Copyright © 2008 Constant Contact Inc. The Power of Email Marketing eMail list practices for...
Copyright © 2008 Constant Contact Inc.
The Power of Email MarketingeMail list practices for retentionand acquisition of customers
Presented by
Richard Israel Samson
Copyright © 2008 Constant Contact, Inc. 2
It Takes Relationships to Build a Business
Copyright © 2008 Constant Contact, Inc. 3
Acquiring Customers
Time… Money… Energy… Effort
On average, it takes 7 touches for a sale to occur.
■ Some buy right away■ Others research and try■ Some show interest but
don’t trust you
Copyright © 2008 Constant Contact, Inc. 4
One-time touch
Unlikely to ReturnInterested (Buy Later)Not Now (Maybe Later)No Interest
Immediate Purchaser
Immediate Purchase
Communications Impact
Unlikely to ReturnNo Interest
Capture Interests& Communicate
Interested (Buy Later)Not Now (Maybe Later)
Immediate &Follow-on Purchases
Immediate Purchaser
Ongoing Interaction
Converting Leads to Customers
Copyright © 2008 Constant Contact, Inc. 5
Keep Customers Coming Back
The Value of a Customer
■ You’ve already paid for them■ It’s 6-7 times more expensive to gain
a customer than to retain a customer 1
■ They spend more■ Repeat customers spend 67 percent
more 2
■ They are your referral engine■ After 10 purchases, a customer has
already referred up to 7 people 2
Sources:1. Harvard Business Review2. Bain and Company, 2002
Copyright © 2008 Constant Contact, Inc. 6
Why Email?
Because almost everyone your business needs to reach reads it:
■ 91% of Internet users between the ages of 18 and 64 send or read email
■ An even higher number of users ages 65 or older do the same
■ 147 million people across the country use email, most use it every day.
Sources: eMarketer
Copyright © 2008 Constant Contact, Inc. 7
Why Email?
It’s Cost-effective: Direct Mail vs. Email
■ For the same response,direct mail costs 20 TIMES as much as email 1
■ Email ROI is the highest when compared to other internet marketing mediums 2
1 Forrester Research, Inc.
2 Direct Marketing Association
Copyright © 2008 Constant Contact, Inc. 8
Junk email
Unsolicited and unwanted email
Email from an unknown sender
Dubious opt-out (if any)
Email Marketing Is Not…
Copyright © 2008 Constant Contact, Inc. 9
Email Marketing Is…
■ Delivering professional email communications
■ To an interested audience
■ Containing information they find valuable
Copyright © 2008 Constant Contact, Inc. 10
Email Basics Checklist
Ask yourself before you begin email marketing…
■ Do repeat and referral customers help your business?
■ Do you have a plan for delivering multiple communications?
■ Is your audience interested in your message? Is it valuable to them?
■ Can you make your emails look professional and reflect your brand?
■ Do you have an Email Service Provider to help manage your strategy?
Copyright © 2008 Constant Contact Inc.
Building a Quality Email ListThe benefits of permission-based marketingBuilding a valuable contact listKeeping your list current
Copyright © 2008 Constant Contact, Inc. 12
List Building
Key Points to review:■ Collecting contact information.■ Asking for permission.■ Clearly describing email frequency.■ Clearly describing email content.■ Welcome or confirmation email.
Copyright © 2008 Constant Contact, Inc. 13
Build Your List Where You Connect!
Website SignupService orSales Calls
Eventsand Meetings
Email & Social
Networking
Customer & Prospect
Database
In-store Guest Book
Making the Connection
57% of those surveyed will fill out a card to receive email alerts when asked to.
Source: Transact Media Group
Copyright © 2008 Constant Contact, Inc. 14
Service, Sales & Phone Calls:
Face to face interactions and one-to-one conversations represent great opportunities to engage individuals in an interesting dialog and collect information.
Build your list where you connect!
Copyright © 2008 Constant Contact, Inc. 15
Events & Meetings:
When you meet people at networking events, meetings and trade shows tell them about your free e-newsletter or your email-only specials and ask them if they would like to join your list.
Build your list where you connect!
Copyright © 2008 Constant Contact, Inc. 16
eMail & Social Networking:
Build your list where you connect!
www.linkedin.com
www.facebook.com
www.twitter.com
Connect using your email signature!Richard Samson IsraelDirector, Western RegioneMail: [email protected]
Subscribe to my free emarketing newsletter which provides creative tips on list building! Click HERE!
OR
Subscribe to my free emarketing newsletter which provides creative tips on list building! Your email: ______________ Sign me up!
Join My List Physical Sign up Forms
Copyright © 2008 Constant Contact, Inc.
Have Printed Sign up Options Including:
Guestbooks on your counter
Cards on your restaurant
tables Form at your tradeshow
events Include a sample of your email newsletter so they know what to expect
Create TEAM incentives!
Have contests with employees competing to bring in the most email addresses.
Copyright © 2008 Constant Contact, Inc. 18
Website:
Build your list where you connect!
18 copyright © 2006 - 2010 Constant Contact, Inc.
website / email signup box
Add your logo and personal message to subscribers
Learn about your customers’ interests
Collect names to personalize emails
Use data collected to send your customers only what they want
Join My List Incentives
Copyright © 2008 Constant Contact, Inc.
Build your Subscriber list by offering incentives
Offer discounts, free shipping, gift wrap, etc.
exclusively to your newsletter readers. -MarketingSherpa
Special Report: Marketing During a Down Turn 2008
Copyright © 2008 Constant Contact, Inc. 20
Collecting Information and Permission
■ Include your logo and brand identity.
■ Describe your email content and how often you’ll be sending
■ Ask about your customers’ interests to stay relevant
■ Ask for additional contact information when necessary
Copyright © 2008 Constant Contact, Inc.
Keeping Them on your List
Target Marketing/Segmenting
Identify groups of Subscribers who
have similar interests or behaviors. ■ Demographic■ Source of Contact■ Geographic■ Buying Behavior■ Giving Behavior■ Self Identified
Interests
Define Topics of Interest and send only what appeals to each segment.
Segmentation delivers, on average, a 7x increase in open rates and a 14x increase in click-through rates for
promotional emails. - Understanding ISP-Level Email Filtering, Sept 2006
Retention can lead to a 25 – 95%
increase in profits. - Fred Reichheld, “The Loyalty Effect”
Copyright © 2008 Constant Contact, Inc. 22
■ Include your logo and brand identity
■ Personalize your message
■ Reinforce permission and ability to change preferences
Sending a Welcome Email
Copyright © 2008 Constant Contact, Inc. 23
Using a Permission Reminder
Copyright © 2008 Constant Contact, Inc. 24
Keeping Your List Current
■ Include your logo and brand identity
■ Provide a link so subscribers can update contact info
■ Ask for feedback
Copyright © 2008 Constant Contact, Inc. 25
List Building and Permission Checklist
Ask yourself as you build your list…
■ Are you collecting contact information at every customer touch point?
■ Are you asking for permission as well as contact information?
■ Are you clearly describing your email frequency and content?
■ Are you sending a welcome email or a confirmation email?
■ Are you using permission and subscription reminders to stay current?
Copyright © 2008 Constant Contact, Inc. 26
Any Questions?
Copyright © 2008 Constant Contact Inc.
Thank You!
Richard Samson IsraelDirector, Western Region for Constant Contact