Email Skunk Hunt

Not quite the apple of my eye.

2009-08-14T16:16:00.005-05:00

The Hunt
Message Content, Layout and the Email's Anticipated Rendering (or what I like to call CLEAR) are probably the three most important physical aspects of your email communication. With proper segmentation, targeted offers and an optimized creative design, you can ensure that you are delivering the right message - but have you accounted for the variables of rendering across a multitude of email clients? Does your message pass the CLEAR test?

The Skunk
I've actually purchased a few trips from Apple Vacations that have resulted in great getaways. These bookings might not have been directly related to a specific promotional email but their offers that pop into my inbox help keep their brand top of mind when I am looking for a good deal (or just daydreaming.)

For the most part, the content of the email (the specific offers they send to me) are relevant to what I may be looking (wishing) for and the layout, better or worse, manages to adequately convey the brand, offers etc. Even with "images on" there are a few missed opportunities when it comes to improving the code to help drive the message home.

The images below show the same email, as delivered through gmail. The first is with "images off," second is with "images on" and third is the hosted "Having troubles viewing?" link. With gmail being the 4th largest email service provider, I think there are a few tweaks that can be made to optimize for this and other email clients.

The Resolution
The header navigation could be easily be coded to actual HTML text versus images based copy. Clear navigation links (even with images suppressed) are great reminders on where the recipient can do more research – even when the offers don't resonate with reader and they just want to poke around the website.

Those CSS style definitions don't do much good when they are stripped out and replaced with the default rendering as applied by the email client. To control the look and feel (as best you can,) define fonts, sizes and color using inline coding practices. The bigger, blue and bold call-to-action on the price gets lost in the copy when it doesn't render as hoped.

Image ALT tags. When you feature top brands, don't forget to add the image ALT tag, especially when featuring image logos. If you look at the placement of the current promoted brand logos that are near the top, an image ALT tag could be just enough to trigger the recipient to either enable images or read further. Use image ALT tags for all images.

What you can't see? Try this exercise with your email - review your communication with images off, including other elements that might get moved around or rendered differently than expected. Look for the most important elements of your message, are they there and more importantly, did it render as expected? This type of review can reveal that the secondary copy text is visually now the "feature" rather than supporting backup for your main call-to-actions and critical messaging points. This exercise can also help determine what elements can be removed with little or no effect of message tone or its strength - optimizing for a clean layout with few distractions.

Straw or brick? Creatively speaking...

2009-06-12T15:38:00.003-05:00

The Hunt
With so many messages in the in-box these days, you (and your customers) most likely triage incoming messages in a multitude of ways and on more than one device. For me, it mostly depends if I'm using my laptop or mobile device. I look at sender, subject line and, if it makes the cut, a quick visual scan of the communication. Messages that make it open don’t have much time to get the point across before the reader decides to engage, save or delete.

The Skunk
I've been a registered member of Handango (mobile device application "and more" provider) for a few years. They don't abuse the frequency of their emails - at least not that I've seen, so when this email was waiting for me when I got up this a.m. I gave it a look. They get points for using a great text image ratio and content that is specific to me and the device that I own; however, this message was visually/creatively all over the place and missing a few key components for those recipients that are obviously mobile users.

The Resolution
Considering the sender – a mobile application provider – it is odd there is not a link to view on mobile device. As marketers try to figure out the least common denominator for how to best code messages for standard email client rendering AND mobile rendering, it's best not to ignore the basics. Provide a quick link for a mobile friendly message.

Don't forget the pre-header. For a large number of email users, the pre-header is the "Cliffs Note" to the content of the email. It also can help readers determine if they want to save the message for later review.

Any marketer using the email channel needs to ensure that the creative adequately represents the brand. Use a template that has a good flow, is optimized for above the fold rendering and is easy to read. Your emails are not just an extension of your brand identity, they are your brand. Emails have to be able to creatively represent your brand to keep your customers confident and engaged in your communications. Yes, it can be tough but consider how valuable the in-box real estate is these days. You can't afford to be building homes made of straw if the competition is using brick.

I heard it really loud on the radio (satellite radio).

2009-06-05T10:35:00.004-05:00

The Hunt
Admittedly I sign up for a ton of email, mainly to keep my finger on the proverbial pulse of what is going on (right and wrong) with email campaigns from marketers small and large. When it comes down to it, there are not many email marketers that get it right 100% of the time but there are quite a few that are really trying. It is a tough balancing act to optimize both the "message" and the actual communication all while accounting for those elusive "email best practices." Sometimes the biggest opportunities I see with email messages that may have gone wrong are the simplest to correct.

The Skunk
I think that Sirius Satellite Radio does a good job at collecting profile information regarding their users both on the website as well as opportunities within their communications; however, the way they use the information in not so readily apparent in the messages that I recall over the last few months. I'm sure they also have access to the stations that I listen to online as well.

The message below recently arrived in my inbox and besides not featuring stations that I would recognize or consider adding to my radio in my car or online player. I'm curious as to why they would use such a complicated creative execution in the top of the messages and move the most important part, the call to action, to the bottom. In any case, the "all image" execution of the message as you can see below, doesn't do a lot of good when it gets delivered to the inbox when images are suppressed. Even with the images "on" the messages is a bit difficult to comprehend.

The Resolution
When your subject line is: Get a Free Radio for Your Summer Road Trip, you don't want to hide that message within the actual communication especially when your call to action and any offer details that are served up exclusively using images. This particular communication uses a clever but hard to understand combination of image based copy and station logos to tell a "story." With the images suppressed however, both the story and call to action are not visible. Better to place the call to action and offer in HTML coded text so that the recipient is pushed to download images if they don't first appear. Make sure that your call to action is within the "golden rectangle" the top 2 inches or so of your message – email recipients scan, not read messages to determine if they want to interact further.

I'm making a bit of an assumption here but those users of satellite radio are probably a bit more email savvy than the general population, with a higher likelihood of viewing email on a mobile device. Including a view on handled link would also benefit the sender if only for the recipient that says "I'll save this for later when I’m back at my computer."

Lastly, it's best not to render your offer details in the form of an image. This is simple text and should be coded as such.

Does your recipient data go the distance?

2009-05-26T16:52:00.004-05:00

The Hunt
It's been several years since email marketers combined the power of email with product lifecycle messaging. It's a perfect fit for makers of electronic goods and computer peripherals. I gladly register my products with the brand website and review email offers that help me improve my experience or provide me with special deals to compliment whatever device that I have attached to my computer. The fact that I get a notification from my HP printer to let me know that my magenta ink cartridge is running dry makes me giddy. Supporting promotional emails; however, need to be keyed off of data or information you know about me and the products that I've purchased. If your data doesn't go the distance, neither will your offer.

The Skunk
My little trusty "all-in-one" HP printer, fax, scanner gets a pretty good workout in my home office and for the most part, the emails that HP send regarding the device that I registered with them are very relevant to me and my needs. The email that I received today is not so much a “skunk,” but rather a “you should have done a bit more homework with this special offer.” The promotion arrived with a subject line stating $50 Cash Back - Trade In Your Old Laser Printer Today. This is all fine and good but I've never owned a laser printer and my 3-year old printer is working great!

The Resolution
So there are a few things I would have considered if I was on the sending end of this message. First, does the recipient currently own one of our products, and, in this case, is it a laser printer that is old and may need replaced? Depending on the product, a lifecycle-type message promoting an upgrade or replacement after a year or so may not be a bad idea.

Second, be careful with making an offer that hinges exclusively on the recipient meeting criteria that you can't confirm (or didn't take time to confirm.) If I don't have an old laser printer lying around my office, there is not much I can do with this offer. This email did contain other links to items that would be of interest but the main call-to-action is not applicable to me.

Last but not least, use your data regarding your recipient/user to determine if the offer is applicable or at least tailor the offer so that it will not exclude the recipient if they don't meet the necessary criteria to be able to participate. I'm a self proclaimed gadget freak and am not opposed to the idea of upgrading to a new printer but I can't do anything with this offer. It's a little like inviting a friend over for dinner when you know they are going to be of town.

I'm not ready for a two-piece.

2009-05-21T15:44:00.003-05:00

The Hunt
It seems like everyone is getting ready for warmer weather. Here in the Windy City it has been slow coming but the promise of sunshine and weekends at the beach is nearly here. Marketers have been taking advantage of this change of season and clothing retailers particularly have been featuring the season's newest items through their email programs. We all talk about need for relevancy within email communications and seasonality offers a logical approach to ensure your product offerings are timely and geared to what the shoppers are looking for - if you are leveraging it correctly.

The Skunk
I recently received an email from Active Endeavors (from name and email stated the same) but the branding was that of Couture Candy. In the footer of the message the physical mailing address was for Active Endeavors as well. I'm thinking that this is an online brand that is either part of or affiliated with Active Endeavors but the discrepancy from the name and branding threw me for a loop.

Besides the branding discrepancy, the email as you can see below features only clothes for women - I'm a guy. The greeting is "Dear Valued Customer." I’m not sure how I ended up on this list. I probably have signed up for email from Active Endeavors since they have clothes for men and women. The ambiguous greeting however; leads me to believe that they only have my email address and no other information about me. My "valued customer" greeting doesn't leave me feeling so valued. I'm also curious as to how my possible sign-up to Active Endeavors get's me signed-up to Couture Candy as they appear and act like two separate brands.

After this message arrived, I did use my email to enhance my customer profile but the information they collect is very limited. If I choose to add my billing or shipping information I can add my name to my profile but that's about it. I wonder how many other recipients find themselves in the same situation - why am I getting an email trying to sell me on this season's hottest two-piece swimwear for women?

The Resolution
Email marketers should be crystal clear regarding the sender and actual brand being referenced within the messages. If this is a partner email that is being sent out by Active Endeavors, the communications should be branded as such. Confusing your recipient with a "from name" and email address that doesn't match the content of the message can lead to many issues, opt-outs and SPAM complaints are just a few of them.

I did a bit more digging on both the Couture Candy as well as Active Endeavors websites and both collect only limited profile information. All email marketers take note, if you have products or services that are geared to one sex or the other (or both) make sure that you account for this information within your registration process. Also, if you are going to send partner messages, make sure that you let your recipients opt-in or choose not to receive emails from partners, be clear about the message that you will be sending. There are many cases where an email recipient would want to receive both types of messages - especially when the recipient may be making purchases for other family members however; you can’t assume that irrelevant messaging will not do harm to your email programs.

Over Two Dozen Emails for Mother's Day.

2009-05-12T13:15:00.003-05:00

The Hunt
As marketers we all understand the concept of reaching your email recipients at the right time and with the right messages (well the good ones that is.) Knowing just how many messages you should be sending to get your promotion in front of your recipients before they start tagging your message as SPAM is not so much science or art as it is common sense. In advance of Mother's Day this past weekend, a very well known online retailer, FTD.com and their partners, slammed my inbox with countless offers delivered in a multitude of formats.

The Skunk
Beginning May 1st, I received 26 email communications from FTD.com and their sending partners. Now not all were from the official FTD.com website, at least 50% came from other sending partners that perhaps have some sort of affiliate relationship with this brand. Being part of the email marketing world, I realized that FTD.com wasn't responsible for the full spectrum of floral offerings delivered but for the every-day consumer, when the sending name contains FTD they are going to assume that the message is coming from the brand itself.

At first I just started deleting the messages but after I had received 8 messages before May 5, and with 5 more days to go before Mother's Day, I thought I would keep track of the total - just for giggles. Boy was I amazed at the volume that was sent before the big day. I wonder what damage was done as far as recipients unsubscribing both from the actual FTD.com emails and that of their partners.

The Resolution
Remember that increasing frequency can sometimes mean more sales however; you run a greater risk with damaging your sending reputation if the recipients start tagging your emails as spam or fail to open your communications. ISPs look at both of these metrics when determining what type of marketer you are and how deserving your messages are for their customer's inbox, bulk folder or worse - not delivered at all. It is not uncommon for an ISP to take delivery of your messages and simply not forward along to the recipient if their classification processes deem your message as unsolicited...that's just the way it is.

Your reputation with the ISPs aside, the rapid-fire email approach to message frequency will damage more than your ability to get your message into your customer's inbox. Once you harm the perception of your brand by over communicating, it doesn't really matter what you send at a later date, your brand can be tarnished and future emails simply not read.

You should also be very aware of the sending frequency of your affiliates and partners - especially when they may be using a "from name" that is similar to your official brand "from name." Remember the customer will most likely not realize that FTD.com and FTD Special Offer is not coming from the same sender.

If you don't know what and when your partners are sending, you need to start tracking them. Your well thought out email strategy can quickly be derailed if your recipient's inbox is flooded with similar and multiple offers that appear to be from you. I suggest that you learn more about tracking your competition with a product from Email Data Source called Alerts. You can even sign-up for one free Alert (no strings attached) to help you track messages that your affiliates or partners may be sending. This is also a good way to see if anyone is spoofing your "from name" and sending unauthorized messages.

Welcome back? I didn't go anywhere.

2009-05-06T11:35:00.007-05:00

The Hunt
Many email marketers have been talking about and leveraging lifecycle reengagement messaging for some time. The concept is pretty basic, if you haven't seen activity from a recipient, find out why. Reengaging your customers helps to improve open rates and keeps your database clean. Based on your sending frequency, it's best to set up those timed touch points when you need to reach out to those that have not shown any open or click-through activity for some period of time. Let's say if you send 2 communications per month, you might want to check-in with those non-responders with a targeted reengagement message after 4-6 months of no activity. Two important things to keep in mind: approximately 30% of your emailable database will change email address on an annual basis and, ISPs do look at your open rates to determine your sender reputation.

The Skunk
In January, I became the new owner of a Black Berry Bold from AT&T. Of course, I'm fully registered to receive emails from AT&T. I login to the website weekly and for the most part, read all the email that AT&T sends. So, when a message arrived this morning with a subject line that included the words "We missed you" I was a little confused. Now I might not open every email that they send but I've surely opened a communication within the last 6 weeks. Even the image within the message called out with a “Welcome Back” phrase. Mistake? Bad timing? I'm not sure but the message left me feeling a little like the kid that gets picked last in dodge ball. I've been here all along.

The Resolution
First things first - you really need to ensure that you have your recipient's individual reporting data correct, especially when keying these types of lifecycle messages against it. When successfully executed, these communications can be a fabulous tool for reintroducing your brand to recipients that have taken a hiatus from your email program.

Make sure when using a reengagement type message or campaign you allow for the appropriate amount of time to gauge inactivity for individual recipients. If I receive a weekly email promotional offer from a marketer I would hope that they are not looking to remove me from the database if I have not opened a message within 8 weeks or less.

And one last thought. If AT&T knows that I'm a wireless customer and that I have purchased a data plan for email on my mobile device they should account for this. Send emails that can be viewed on the device or optimized for both the desktop and mobile world. Even the “Having problems viewing this email? View here” link didn’t open. I'm not sure if it was my device or the link, in any case remove the barriers because I do want to read your message.

Don't forget to check your ALT tags!

2009-04-22T11:52:00.008-05:00

The Hunt
As email marketers, we should ALL be designing our communications with the assumption that our messages will be delivered with the default rendering "images off." Most email clients, unless the recipient has added you to their "safe sender" list will be delivered without the images "on." One way to get your communications viewed in their full HTML glory is to ensure that your image ALT tags are coded correctly and have a few words that reinforce what the image represents within your message. This is very critical if your call-to-action is an image however; using text/image based call-to-action is not something we would recommend.

The Skunk
While triaging a slew of personal emails via my Blackberry device the other day, I happened across an email from one of my favorite retailers - Molton Brown London. They produce a line of luxury soaps, candles, shave creams, colognes, makeup and such. Molton Brown has a global presence and I know that they send emails to both recipients in the UK and US markets (and other global markets I assume.) As I was scrolling through their message on my Blackberry, the first thing that caught my eye was that the ALT tag for their call-to-action listed was a UK based "free-phone" number (aka "toll-free number") instead of the normal 800 number for the US.

The odd ALT tag prompted me to save this message and review on my laptop. I had added their sending email address to my address book many months ago so the only way I would have noticed this is reviewing on my Blackberry. For Molton Brown’s email recipients that have not added their sending address to their personal white list, the message as it was delivered looked very different than the fully rendered HTML. Looking at the message further with images off, there were a few other HTML programming best practices that they need to apply to ensure that their messages are being opened by their recipients. Take a look at the message below with images on and off.

The Resolution
Let’s start with the image ALT tags. Of the 13 images contained within the message, only 3 were tagged with image ALT tags. As we all know, an ALT tag serves as a little description of what the image contains. In this case, 2 of the call-to-action images that were suppressed in the header and footer contained what should have been US based toll-free number to order via phone. During the QA process, they most likely forgot to switch out the ALT tag to the appropriate number. With images off, not only did the recipient not see the supporting product images, they don’t get the correct number to call to place an order. This could lead many recipients to think, "this message was not intended for me."

The remaining ALT tags were not populated with anything and leaves the recipient guessing as to what the big empty image boxes should be displaying. Except for a brief introductory paragraph in the top of the message, the call-to-action is virtually lost.

One other item of concern is the use of white fonts over a dark background color. Although some consider aesthetically pleasing, if these background colors are suppressed within the massage (as they could be in several email browsers) any critical information contained in these copy blocks will simple not appear on the screen. For this message, the housekeeping notes at the top of the message that invite the user to click if they don’t see the full message as well as white listing information do not show up. Other important links as well as terms and conditions are formatted in a white font over dark background in the footer of the message as well. These critical links, although there, do not render when the background color is suppressed. This is particularly important when the recipient cannot see the link to unsubscribe.

The moral of the story is, make sure that you are testing each version of your message and looking at your ALT tags. Programming/testing only once for one segment will limit the effectiveness for other segments if they are getting the wrong information. Use image based text call-to-actions sparingly and be sure that these are not the only call-to-actions within the message. Don’t forget to tag ALL of your image ALT tags, the recipient will use these to help determine if they want to interact with the message. Last but not least, if you are using a colored background, don’t forget that whenever these background colors are stripped out, using a white or light font will either result in no text rendering or text that is impossible to read.

Simple mistakes can lead to big problems when your message is delivered to your recipient's inbox. Put together a QA check list that covers all aspects of message testing and religiously complete these testing procedures for each and every message that you send.

5000 pieces of white paper?

2009-04-16T14:12:00.005-05:00

The Hunt
I think we are all looking for ways to make our dollar stretch these days. Being a small business owner I source my minimal home office supply needs to many stores within the area. Ink cartridges for my printer, pens, notebooks, file folders you name it, I'm always looking to save a few bucks and get a great deal.

The Skunk
I enjoy Office Depot; they provide me a wide selection of goods and there is a location just minutes from my home. I have been receiving email from them for some time. I have recently noticed that the content of the messages they are sending me don't really fit into what I would normally be looking for to help keep my home office fully stocked. I'm not even really sure how I came to be on their email distribution list, perhaps I gave them my email at point-of-purchase?

In any case, this retailer serves both the individual that needs to pick up basic small office supplies as well as larger organizations that require big quantities. This message landed in my in-box recently and most of everything featured in the communication were in quantities that are way too large for my needs or not relevant to me at all. Yes, I know, this is just a marketing email and perhaps I'm asking a bit too much, but I think there are a few ways to help make the messages they send resonate specifically to me.

The Resolution
I went back through the sign-up process online to see how I could classify myself as a customer. My two choices were a) personal, and b) business. These are a little too generalized to leverage my response for message targeting at a relevant level. A better solution would be to ask (or survey) your members just how much they usually spend on their office supplies or provide additional classification on what I need/want from Office Depot. If you knew me just a little better, you wouldn't be trying to win me over with a deal on a big case of copy paper or 15 rolls of paper towels for my home office.

There is an offer for HP printer cartridges which is not being generated on previous purchase behavior...I have an Epson. But what a great opportunity to find out (via online survey) what type of peripherals I do use in my home office. I would love to get special offers for items that enhance or compliment equipment that I use on a regular basis.

By asking recipients or giving them the opportunity to provide more information about their needs, marketers can leverage increased relevancy within their messages and delver communications that suite the individual recipient's needs. If a customer has signed up to receive special offers, make sure they are offers that are of interest. If you don’t know what they want, ask.

Annoying your Customers at Light Speed

2009-04-07T14:30:00.007-05:00

The Hunt
We all feel the need for speed - with faster internet that is. More bandwidth to get information to and from your customers, blazing fast downloads and quicker uploads for more data intensive applications. Fiber-optic internet into the home/office will help to get everything moving just a little quicker. This might be the next generation of connectivity that everyone is clamoring for but make sure that with any type of product announcement the information that you are emailing to your customers is classified and positioned in the correct way.

The Skunk
My internet service provider just informed me that their new fiber-optic internet service will soon be available in my area (see message below). Hurray for me! My concern however is that they consider this a service-type email communication and not a marketing piece. They will not allow me to opt-out of future emails - and they actually tell me (in small print) why I can't remove myself from these types of messages. Now I know this is a service that they plan to offer but why wouldn't they give me the opportunity to remove myself from future communications regarding this type of service if I’m not interested. This is a marketing piece to upgrade my service, not a critical message that affects my current service. It's not related to a bill, payment or any type of possible service disruption. I should have the option to opt-out.

The Resolution
First things first, know and classify the types of messages that you are sending based on the content. In this case, the message that was sent is a marketing message that talks specifically about how I can upgrade and spend more money with the internet provider. This is all fine and good, but this in no way affects the continued service into my home/office if I choose not to interact with this message, it is simply an offer.

Second, do I really have to verify if the service is available in my area? They mail me a bill each month and they surely know my address and zip code so why not build out that messaging dynamically with a custom message based on this information? They know darn well if the service is or is not available to my residence – so it is a "teaser message" and that's ok – I'm excited at the prospect of fiber optic connectivity but position it as such.

The only types of message that can circumvent the inclusion of an opt-out are true transactional messages - you buy/download/transact with an online merchant or organization, you get a confirmation message. Even electronic statements should have some sort of opt-out or email communication settings. The onus is on the provider to deliver these types of account updates in the manner that the recipient chooses.

If this message was to tell me that I would be switched from a regular cable modem to the fiber-optic system (and I had no choice) then you could legally remove the CAN-SPAM compliant one-click opt-out but every message that you send should have the ability to modify your email subscription settings to help the customers maintain their messaging frequency from you - period!

Get ready to hurry up and wait.

2009-04-01T09:55:00.004-05:00

The Hunt
I'm not sure when being connected becomes more of an addiction rather than a necessity but it happened to me a few years back. The thought of being without my mobile device sends anxiety pains right through me so it is no surprise that when I heard rumblings of the new Blackberry App World I started salivating like one of Pavlov's dogs. For mobile device die-hards, it's not just about the equipment; it's about what new and great things you can do with it. Sign me up!

The Skunk
One of the key selling features for my new Blackberry was that my perception of these types of devices is that they are geared for the business user. The trade-off when compared to the iPhone, applications created for these devices are not as varied or robust as those on the open platform that Apple has created for the iPhone. Enter Blackberry App World. This past month I received two messages to sign up and be one of the first to be notified when this new service is available. My first official message was on March 6; I promptly followed the link and signed up. A second email came on March 26 which came with a similar call to action. The issue with the second email is that I had already signed up and there was no new news on when I could expect this service to be live. Kinda frustrating right?

The Resolution
Besides the obvious question, why are you asking me to sign up twice, I hoped that the second teaser message had additional information about when I could expect this service to be up and running. I'm a huge Blackberry fan and will most likely post the launch of this service to the social sites that I belong to but with little or no information on when the live site is expected, these types of "hurry up and wait" communications become more inbox clutter than informative.

Another point with this messaging strategy is that I'm already subscribed to receive email communications from Blackberry - the reason I got the original message. Beyond building the "buzz" will there be any differentiation between the types of message that I've now signed up to receive for my initial notification of the launch versus the regular marketing communications that will be sent to regular subscribers? I'll be keeping an eye out and yes, I will be the first in line when App World opens.

No matter how you "slice" it...

2009-03-24T17:02:00.006-05:00

The Hunt
Pizza has always been and forever will be considered a food group in my eyes and although I limit my crusty cheesy-pie intake to help keep me fitting into my favorite blue jeans, it's no secret that I'm a diehard pizza fan. With email playing a bigger role in not only the pizza world, I regularly sign up for email programs from local (and not so local) food deliver chains to see how they leverage the email channel.

The Skunk In my early twenties this pizza joint was one of my favorites - I just grew to love it. As I got older, and moved around from city to city, I made sure to check out what the area had to offer when it came to pizza-in-a-pinch but I knew that I could always call this place to get a good deal and a yummy meal. A few months ago, I was doing a little bit of "pie research" on the web and happened upon a location that wasn't in my delivery area but decided to drive the 6 (in-town) miles to pick up one in person - just for old times' sake. Just as good as I remembered. I signed up for their email program and get a weekly message with a special offer and invitation to place my order online. So my little issue with this email-program-that-could is that the call to action is to place my order online. I'm outside of the delivery area (and not just a quick drive for pick-up) so the likelihood of me ever ordering online is pretty much zilch. The emails that are delivered regularly to my inbox are just a tease and a delicious one at that.

The Resolution Before you ask, yes, they know what my address is; I completed my full profile after sign-up. I think the better approach would be to send me an occasional (monthly) email since I'm not in the delivery area. I don't get many chances to visit the area where this store is located so repeated messages that I or others like me can't act upon are most likely a little detrimental to their email program.

DO send me an email if a store opens up that is closer to where I live or within my delivery area. I might not get to travel regularly to where this particular store is located but giving me a few other options would be great if I happen to be around one of their other locations.

At the end of the day, the information that you collect about your recipient should be used to provide the best customer experience possible. Clients often ask me what they can do make their emails better. The answer is simple; look at your email messages as if you were your customer. Good email programs can be made great by adjusting them along the way.

Show Your "Class" Spirit

2009-03-17T10:35:00.006-05:00

The Hunt
One of my favorite retail spots to visit on the weekend is this great furniture retailer. They have locations in over 10 states and send a few emails a week - I little too frequently if you ask me but I take a quick read when it lands in my inbox. Today I got an email with an invitation stop by for a quick decorating class this coming weekend. If you are like me, the process of home decorating is an ongoing effort so considering to register for this freebie is right up my alley.

The Skunk
So, these past few months I feel like that I've been doing my part to help stimulate the economy with some decent sized purchases from this retailer and I know that I'm in their "system." As an email marketer, I'm always thinking about how to reduce the barriers between the message call-to-action and the actual physical steps that the customer needs to take to accomplish. It's an electronic world and technology is ripe for the picking to help out with these types of endeavors. My question, why can't I register for this fun little class online? For me to complete the call-to-action, I need to go to the website, find my location and actually call the store directly. Seems like a bunch of steps for me to complete before I can sign up for this little shindig.

The Resolution
There are a few strategies with this message I would have leveraged. Some not so technical, some a little more involved. All could take a little bit of the hassle of signing up for this class.

If you know what location I shop at, why not list the contact information for the actual store in the email? If this information doesn't live in the database, it should.

The process for online registration does take time and money to set-up. If the budget was too small to use this type of technology to register folks online, make sure to boldly call out that you'll need to contact the store directly to sign-up. Dumping me at the website to have to pick my state and location seems a little impersonal and confusing.

What could online registration have done to simplify the process? Well, for one, provided real-time updates on the number of attendees. Consider the staff that will now have to field the calls to facilitate the reservations; they might be better off schmoozing with the customers on the show room floor.

Take advantage of learning more about your customers by using registration data to append to your database. There is a pretty good chance that if I’m signing up, I'm much more of an engaged customer that those that are not.

Reminders and remarketing can help close the loop. A quick reminder message the day before and perhaps a thank you once the event is over would be a great touch.

Your best customers need to be treated as such. Email is a great relationship tool but if you are not going to use customer history and data to make your communications better you'll leave them feeling a little unappreciated. Leverage technology to help facilitate a true on-to-one communication flow with them and they will be loyal for life.

Get your FAX straight.

2009-03-10T10:29:00.004-05:00

The Hunt
I've been in the market for an easy to use fax-to-mail account to supplement by business fax needs. There are a few well known providers out there and all pretty much have the same features compared to one another. As I was sizing up the different providers that had a relatively economical price-point and easy account set-up, I found a service called myFax that seemed to fulfill all my requirements. Tempted by the complimentary 30-day trial, I clicked on the sign-up form and started inputting my information.

The Skunk
I had already picked an area code for my new fax number and entered in my name and email before I continued to the page that requested my credit card information. Trial or not, credit cards mean commitment and I decided not to pull the trigger just yet and do some more research. Up to this point, there was not a check box (to mark or un-mark) for receipt of future emails from myFax but, since they had my email now, a follow-up from the abandonment process wouldn't be a surprise.

As I thought, a message arrived in my inbox a few hours later as a friendly reminder that it was free to sign-up along with some other points that separate them from the "other guy." The sender was a female persona "Tara" but oddly enough, the image rendered in the communication was male. I wasn't sure if this was the "person" that was sending the sign-up reminder or what. Nonetheless, I can't blame them for trying to close the deal with a follow-up message but this and two other messages from them within 24 hours seemed to be a bit much. I hadn't converted and I'm already getting messages on how to use myFax? Oh, and the subject line read "Colleague, subject line..."

The Resolution
Kudos to myFax following up with an "abandon cart" type of message - striking while the iron is hot is a critical messaging component to win the business when the prospective customer is shopping for this type of "instant service." Here's how I would take a bit of the skunk out of what we received.

Be upfront about sending a follow-up email, use a check box or inform the registrant that they WILL be getting a future communication if they so choose.

I don't know the sender "Tara" but since I would surely be familiar with the company name, use it.

The use of the generic "Colleague" both in the subject line and in the salutation in not personal. If you are not going to use the person's name reconsider the "personalization."

I perceived the headshot picture to be (should have been) of the person/persona sending the message. There were three unique images used - both male and female - all from Tara.

Consider the frequency. Even after two messages, as a non--convert, you run a high risk of future communications being reported as SPAM by the recipient. This could pose a deliverability issue for other messages going to your regular customers as well as those you are looking to convert.

Remember, the difference from a skunk to a sweet smelling email program or campaign can be just a matter of tweaking a few critical variables and messaging components. Look at your communications as your recipients would review them.

My pet has no legs.

2009-03-03T09:07:00.005-06:00

The Hunt
If I had a nickel for every time I’ve read or heard the word “relevance” when referring to email marketing well, I would have a lot of nickels now wouldn’t I? I’m not staying that this isn’t an issue that doesn’t need to be addressed but it seems to me that this concept of “relevancy” gets more lip service than elbow grease. I get it - times are tough and headcount is down – more with less. We all have to make do with the resources at hand but let’s think through our messaging – you, me, everyone.

The Skunk
Depending on the source and what year you can find a statistic, about 60% of US households own a pet. Dog, cat, spider monkey, I’m not sure about the breakdown of who owns what but that still leaves about 40% of the population that doesn’t own a pet and even more that don’t own one with four legs.

The message below from another one of my favorite retailers missed the “relevancy” mark. I don’t currently own a pet (previous fish owner hence the title of this blog) and I’m pretty sure that this particular retailer doesn’t have any information about me regarding the ownership of pets. Subject line reads – “Shop for your four-legged friends.” Sure, I could potentially be interested in a gift for a friend or family members pooch or puss, but for me this message was quickly disregarded as irrelevant to me.

The Resolution
Pet owners love their pets. Non pet owners, well they probably like your pet but don’t kid yourself. For more impact I would have focused on a few messaging components to really tighten up the relevancy quotient.

If at all possible, focus on those in your database that have pets (specifically ones with four-legs that can use the products that are available online) either by adding this to data collection during the email acquisition process or surveying your member database.

“Four-Legged Friends” has a general connotation of being canine or feline. The imagery in the top of the message is focused primarily on man’s best friend. Better to have included imagery for both types of pet owners so that when they are quickly scanning the top of the email they can determine if the message has meaning for them.

If you know your message will be irrelevant or of no interest to some of your recipients, weigh the risks. Opt-outs or SPAM complaints received due to messages that don’t resonate with the recipient are not worth the risk in today’s overcrowded inbox.

Tell me a little about yourself...

2009-02-24T10:34:00.006-06:00

The Hunt
OK, I admit it; I'm a sucker for an online survey. I'm not sure if it is the diversion, the "you could win' proposition or simply being able to give my two cents...I love'em. While sorting through my inbox during my morning coffee I was excited to spot a survey from one of my FAVORITE magazines, Bon Appétit - I sure that it needed my immediate attention. Note: The publisher should be happy to know that flipping through every new magazine is a little bit of heaven and I'm usually on their website looking at recipes at least three or four three times a week.

The Skunk
The email was legit and contained all the introductory pleasantries that one would expect in the set-up; "since you are a valued reader," "we value your option” etc. We were off to a great start! The thing about online surveys is that even though it is a fun diversion, not informing me of how long it will take before I click on the survey link doesn’t help me determine if I should start now or save for a time that I'll be able to really focus. I started anyway.

The questions start off as usual and there was even a note on the first survey page that mentions that you don't need to complete the survey to enter the contest? Advancing page after page, I couldn't help think that some sort of progress tracking icon would have helped me determine just how many pages I had left to go. At a certain point, the thought of abandoning the survey or checking any random box was becoming more of an option but I didn't want to offend the survey gods that might perhaps be tracking my progress and retaliate in a next life. About 50 "Nexts" later, I was finished.

The Resolution
I don"t profess to be an expert on how to execute and administer surveys but as an email marketer, I do like to give recipients as much information as possible when I"m requesting some sort of interaction with them. Yes, I completed the full survey but as I got deeper into the questions, it became more of personal test to see if I could make it to the end. Who knows, maybe that was part o the strategy? Be careful with really long surveys, you may compromise the data you are collecting if recipients don't take the time to accurately complete. Here's what I would have done:

Clearly noted in the initial email about how long that it would take to complete once I start
Stated if it was possible to leave the survey and pick back up where I left off
Placed some sort of completion status bar on each page to let me know how far along I was in the process

Incorporating some or all of the points above should be pretty easy to accomplish based on additional copy and making sure you are using the right survey tool for larger surveys. The same set of rules that we apply to setting expectations in email need to be applied those call to actions that we include within in the content; clear, relevant, informative and effective. My best advice with surveys is to take a step back and consider the surveyee. Make sure they know what they are getting themselves into.

But You Promised!

2009-02-16T16:20:00.004-06:00

The Hunt
This past Thursday I received an interesting email from the popular web-based photo sharing site Snapfish. It said to keep an eye on my email for a very special offer for President’s Day. I thought wow, what an interesting way to build some momentum for a future “exclusive” campaign. It was unobtrusive and teased with just enough information to make me want to check my email on Saturday – the day to look for the special offer. The teaser message stated “As one of our best customers, we wanted to let you know that you'll be getting an amazing President's Day Weekend deal on all of our gifts!”

The Skunk
So I got the email on Saturday but I didn’t think that the promise lived up to the hype of the previous teaser message. Free shipping on Photo Gifts? That’s it? The “special offer” is viewable when I login to the website as well. The teaser message and the offer message are below. I was anticipating some sort of great exclusive offer that would have really peaked my interest and incented me do a little online shopping.

The Resolution
When pushing an exclusive offer with a teaser message you really need to follow through with your promise of an offer that packs a lot of punch since so many online retailers are currently providing deep discounts to incent customers. Free shipping is nice and all but if customers new and old can get this offer by simply logging on to the website, how exclusive is it? The offer needs to be perceived as a great value and it can’t be confusing. Too many terms and conditions can also create a roadblock to purchase as well. When sending out a teaser for an upcoming email offer, keep that promise of value and exclusivity. If the offer is not unlike previous offers, the teaser message can be more of a turn-off than attention grabbing and interest building.

More than just Orange Mango Body Gel.

2009-02-10T09:15:00.004-06:00

The Hunt
We've all been there, standing in front of the sales person and completing your purchase when you get the question - what's your email address. I get that "deer in headlights" look and think, what am I getting my email inbox into?

The Skunk
Last weekend while doing a little retail therapy, I happened into my local Bath & Body Works. I wasn't looking to purchase anything in particular but started to sniff around anyway. A $30 impulse buy later, I'm giving the sales person my email address right after I forked over my credit card. Let me first start by saying that I'm impressed that my email made it to their distribution list in less than 5 days. With such a big retail footprint however, it would have been a really good idea to make "introductions" first. I’m sure that I am just one of thousands that made their way to their database and starting off on the right foot can be the difference between engaged and indifferent customers when it comes to engaging in their email program.

The Resolution
As retailer go, they get credit for striking while the iron is hot however, they missed an opportunity to welcome me to their email program and give me the lowdown on what and when to expect their marketing messages. In general, collecting email addresses at the point-of-purchase a sure-fire way to grow your database, you just need take a step back from the process and ensure that the customer experience is on track as well. Ask a quick question while checking out, "do you want to receive special offers from us via email?" Yes, I know, the fact that they asked me for my email address makes it kind of obvious that I might be getting a message from them soon but perhaps a better approach is to start off with a thank-you-for-your-purchase communication. Tell me what I’ll be getting from you and how often I can expect to receive messages as well as giving me an opportunity to actually opt-in to the communication.

Nowadays, rapidly growing your database with customers that haven't confirmed an expressed interest to receive messages from you can ultimately have a negative effect on your deliverability. What happens when the auto-enrolled recipient becomes indifferent to your messages? You run the risk of your messages being perceived as SPAM, increasing chance recipients are going to complain, sending your email reputation right down the toilet. Your big list is not so big if no one is actually receiving your messages.

Now's the time for Cold Weather Boots?

2009-02-02T17:07:00.005-06:00

The Hunt
For those of us that live in climates with four seasons, the first time we have to fire up the furnace is about the time we start surveying our outerwear to ensure that we are prepared for the long and chilly road ahead. Retailers often start trying to move the merchandise even sooner. Cold weather gear starts hitting the shelves often times before I've stashed my flip-flops in the back of the closet. For email marketers, it’s all about timeliness, relevance and your approach.

The Skunk
So as the greater Chicago-land area is pushing nearly 50 inches of the white stuff so far this year, the message below with the subject line "Now's the time for Cold Weather Boots!" seems to have come a few months too late since I can already approximate the current month we are in by the size of the man-made snow piles in the mall parking lot.

Another missed opportunity in this message is the lack of actual images of boots. This retailer carries quite a few brands and boots are not something that I frequently purchase. Simply naming the brands within the message doesn't give me enough information to want to do any further digging. I don't particularly know all the brands but I can identify what styles I would prefer by looking at a selection of supporting product images.

The Resolution
Take note of the seasonality of your message. The subject line needs to be relevant to the consumer - at the time they are receiving it. A better approach would be to have acknowledged that those recipients living in colder climates are still "knee deep" in winter rather than "now’s the time to buy" those boots. You would also want to verify that the message is reaching the right customers as well - Milwaukee vs. Miami - there is bound to be a difference in what they would find of interest.

Don't forget the product! Use product images to entice your recipients. If you are featuring boots, make sure that your call-to-action and message content reflects it.

Don't Say the B-Word!

2009-01-20T13:39:00.008-06:00

The Hunt
You don't have to talk to many marketers before you hear the word "blast" roll off the tongue - at which point my left eye starts to twitch, my leg starts to shake and expletives begin to fly from my mouth like a raunchy truck driver after too much coffee. Graphic? Yes. True? Pretty close. For those of you that have worked with me, clients, prospects and colleagues alike you know that it has been my personal mission to ban the word "blast" from the email industry forever (much like the hyphen in e-mail, which is gaining success as well). Call me an email snob, but if you are a legitimate marketer the word "blast" should never pass your lips unless you are using it to describe the fun networking event you attended last night. Nothing about your marketing efforts should convey that there is no forethought or planning to your marketing and "blast" does exactly that.

The Skunk
Clearly the skunk here is the awful, five-letter dirty word that has made its way in to the vocabulary of email marketers everywhere --- BLAST. A word that so inherently indicates that we are an industry that doesn't care where our messages land so long as we hit someone with an email address and at least one good eye. One colleague likened it to confetti cannons – blast the confetti cannon and you will be cleaning up the mess for months! It’s not too far from the truth really. Look at this industry, email marketers continue to exist today that believe this is the right approach. Call it what you want, "spray and pray," "batch and blast," it is the behavior that has caused so much consumer distrust in email marketing and years later, we are still cleaning up the mess. It is this same mentality that has caused your friends to call you a SPAMMER after you tell them what you do for a living.

The Resolution
Let’s keep "blast" in the past and move into a new, more intelligent era of email communication where we refer to our email communications as campaign launches or customer email distributions. As professional email marketers we are mindful about message content that contains email "dirty words or phrases" like "free" or "limited time offer." The same consideration needs to be given to how we as marketers refer to what we do on a daily basis. We need to "walk the walk" by removing the word "blast" from our daily vernacular starting now. This will also help educate those internal customers that have a stake in your email marketing as well as making it a little easier for sweet old aunt Margie to better understand what you do.

I LOVE NY...

2009-01-12T14:16:00.022-06:00

The Hunt
When I sign-up for an email program I expect a few things based on the information that I provide to the marketer. If I am providing my address, personal preferences and the like, I assume that this information will be used to serve up email content that is more relevant than if I had only provided my email address. Savvy consumers today know that it is possible to really target the email you send, so if you are collecting personal information, you best be prepared to use it.

The Skunk
I recently enrolled in the American Express Entertainment Access email program available through my card membership. Although purists would say that Chicago is not New York when it comes to plethora of Broadway, Off-Broadway and other great shows and events, Chicago does a pretty darn good job of providing a full spectrum of rich events to choose from for your entertainment pleasure.

<<personal rant – I’ll keep it brief >> This is one of my pet peeves - when I register for emails that require me to further clarify personal preferences even after I've provided my selections especially when my location should have already been identified by previous information supplied.<</ personal rant>>

I've received a few of these entertainment emails over the last few weeks, all referencing the exciting events that are available for me to book with my Amex card. They were all based on events in the New York area. The two things that are troubling to me is that one; you already know that I live in the Chicago area and two; I have to search within the email to change my preferences so that I receive offers based in my local area. Although not a painful process, I find it a little odd (and time consuming based on the additional steps required) that they would make me scour through a message and take further actions to make the email more relevant to me. Email should be quick and painless and provide the information that is expected.

The Resolution
Knowing your customer means leveraging the data that you have on file; that you have previously asked for! In this case, my billing address reflects a Chicagoland zip code - what more do you need? If any additional selections are needed, these should be handled when I sign up for the communication, not after I realize that these events are not in my home city.

If you are managing user information across multiple databases for your email communications, ensure that these systems can reconcile before messages featuring conditional content are sent especially when content is driven by the data. Another, less integrated, stop-gap measure would be to include a user-friendly, easily identifiable action within the email communication to self report and self request geographically specific information.

Requiring your email recipient to click deeper within a communication to get more information about something that peeks their interest is great and is often a component for a successful message. Asking them to hunt for their relevant information can be extremely detrimental. If your call to action is not crystal clear, recipients will likely just move on…it's not like they don’t have another message (much like yours) awaiting them in their inbox.

This is not a TEST

2009-01-06T12:00:00.019-06:00

The Hunt
One of the most critical components for a successful email is getting it out the door and in to your customer’s inbox in a quick and timely fashion. Last-minute sales, special offers or time sensitive deals don’t have a long shelf life. That old adage, "Haste Makes Waste" is often overlooked and your rush to get your next campaign launched could possibly leave your customers guessing on what exactly just landed in their inbox.

The Skunk
Virgin America's fresh looking website and emails are smart and cleverly written - heck, they don't even service my departure point here in the Windy City and I still add to their open and click through rate. As a somewhat recent addition to the domestic low-cost airline industry (August 2007), it didn't take long before I had subscribed to their email program.

I've been holding on to this email "goody" for a few weeks. Let's just say that I've created and launched my fair share of email communications over the years so when this one hit my inbox with the subject line TEST preceding the planned subject line content (note fancy arrow and highlight below), I couldn't help but cringe when I thought about the flurry of internal emails that must have been waiting in the sender's email the next day. The little skunk below is most likely a result moving too quickly and not having a proper quality assurance testing process in place. Once the email is out the door, little can be done after it lands in the inbox. Ouch.

The Resolution Even with the best testing and QA procedures, mistakes do happen. What I've found is that these types of mistakes are often a consequence of circumventing the process when time is short. Make time in the production and launch process to systematically review all parts of the message. Take note of the following nuggets before you click send.

Create, implement and adhere to a QA process/form. Reduce the risk of email errors by using a check list to proof your email messages. Whether you are an email team of one or of many, a QA form helps with tired eyes and can be your backup when there is a time crunch.
Use a second set of eyes. Enlist the person in your office that is always correcting your internal correspondence. You know the one; they hit REPLY ALL and corrected your quick note letting everyone know that there was birthday cake in the break room. Seriously, a second set of fresh eyes can help catch a multitude of email errors. Find a backup stickler.
Launch to an internal seed list first. Even after a thorough proofing round, there is bound to be someone who picks up on something that was overlooked. When possible, launch to your internal seed list and schedule your email to your recipient list only after some time for feedback and perhaps some good hearted ribbing.
Don't push it – too much. We could all use another hour or two added to the day check off a few more of those to-do items. Set appropriate expectations for not only yourself but for others that have a say in your email program. Pushing back an email launch an hour or so to ensure that everything is correct can cause less grief than explaining why TEST was in your live subject line.

Oh, one last thing. Use caution when adding TEST to you subject line.

Preexisiting Business Relationship be Damned!

2008-10-21T20:46:00.000-05:00

The legislation around marketing these days makes most of us marketers cringe, but being in the email industry you need to keep yourself current on the laws being proposed and passed in states you send mail in to and maintaining CAN-SPAM compliance. I am a true believer that we, as civic minded, responsible adults should be able to clearly see the right from the wrong - but if I hear one more marketer fall back on the crutch of a preexisting business relationship I may just throw something (or someone) across the room!

I am not going to go down the path of rolling a select few under the proverbial bus today (as I am feeling a little sympathetic to the plight) but today was the day that the preexisting business relationship was apparent in my inbox. I talk to a lot of people on behalf of my clients - and in two such instances I was working with publishers to secure dedicated email sends for the purposes of lead generation (which I am not a big proponent of...but that is another rant for another day). Now I have not signed a contract or an insertion order with either organization, but somehow, I have miraculously found myself on their subscriber list and have begun receiving email from their various partners.....so to you, I say, Preexisting Business Relationship be Damned! What ever happened to best practice? Express permission? Even feigned interest?

The hunt found me again! The skunk? All you list owners out there that think this is an OK practice. And the resolution? STOP IT!

Motorcycles and Leather? I'm just not that girl!

2008-10-01T20:12:00.000-05:00

The Hunt

There was no hunt folks - this one found me - these three to be exact. I was going about my day, minding my own business when on September 26th in popped a message with a subject line of M.C.A Hits Wall Street Journal with a from name of Motorcycle Charity Associates, Inc. - then I got hit again on the 28th with the subject line of Playboy Mansion History/Wall Street Journal and most recently on Tuesday the 30th I received Leather Meets Lace at the Playboy Mansion/This Weekend.

The Skunk

So while most days I would have just chalked it up to SPAM - it was the appearance of a theme/campaign that really caught my attention and drove me to do some research. There was NO WAY this was a legitimate email campaign...

...oh yes it is! If you visit the website, it is nicely built out and includes details around all of the charitable events and non-profit organizations that the MCA is affiliated with. Most notably, Generation Rescue the Autism foundation where Jenny McCarthy and Jim Carrey are board members. Don't get me wrong, the creative is awful, the targeting tactics they utilize are way off base and the frequency (every two days) is beyond annoying - but the real skunk here is the muse of email marketing best practices associated with their unsubscribe policy (which btw appears as an image...hello...anyone home).

The Resolution

Let's start with the most obvious points first and work our way back to the finer points.

Let's clean up your targeting tactics. One can only assume that my information was exchanged through some third party agreement somewhere in time. The only tie in I can think of may be the fact that I am a mother with small children and meet a certain income bracket - which may make me more apt to donate to an Autism organization. But being that same mother of three - I am certainly NOT likely to attend a Leather and Lace event at the Playboy mansion...no personal trainers and 40 hours a week to dedicate to getting this tushy back in shape! And let's not forget the obvious...I drive an SUV-not a motorcycle. I haven't been on a moving vehicle with two wheels (bicycle included) in years...let alone a motorcycle...
Identify yourself! Fine, you've decided to launch a campaign to a group of unsuspecting parties, at least identify yourself! Don't make me wonder why the h*ll I am receiving these email from you-be upfront and honest about where you got my information. Example: As a subscriber to , we thought you might be interested in helping to support Generation Rescue through this event hosted by Motorcycle Charity Associates.
Look legitimate for goodness sakes. If you actually take the time to link out of the email and hit the website it appears very credible, well put together and legitimate. The same cannot be said for the series of email messages I have received. Your email communications are a representation of your brand and the same care and attention should be paid to each one that you send as you would spend on perfecting your website or a print ad. I mean really - - I am somehow doubting the Jenny McCarthy wants her brand associated with this dribble I received (take a close look at the picture of Jenny McCarthy the used in the last message...couldn't get something more current without her autograph on it?)
Be Consistent. If you are going to send crap, keep the crap consistent at least. It looks like three different middle school kids threw these email messages together for you. This is where the notion of a template is novel. Develop the template once, make it good and just swap out the copy as necessary. C'mon!
Don't hide behind the muse of best practices! I really could go on forever about what is wrong with these messages - from the unsubscribe being part of an image to including header copy that asks me to confirm my interest is receiving email from MCA (which I have NEVER clicked, yet continue to receive email) but what chaps my tushy the most is that when you click the link to unsubscribe I am presented with some bull about Responsible Email Marketing...see below. Responsible - see points 1-4 and tell me what you think!

And wouldn't you know it! As I finish up this post...I just got another...*heavy sigh*

Images in Email Should Add Value

2008-09-11T08:30:00.000-05:00

The Hunt

With three kids three and under, I am always looking for ways to keep myself and my family organized - which is no easy task. But some time ago I fell in love with The Container Store and frequent their website for ideas to accomplish this gargantuan task. I look forward to receiving their email because there is always something in there that ultimately helps me out - and in turn drives a purchase with them - their ultimate goal, I would hope. Recently I received a message that I was thrilled to open - the subject line was:

How to organize what's hot now!

Given my plight for organization I felt like they really knew me and were leveraging what they knew about my behavior to provide me exactly what I needed. Then I opened the message...

The Skunk

The message opens with a line stating, "You're a trendsetter." Ummmm....no. I have three small kids, unless juice stains are all the rage in Paris right now, I am the furthest thing from a trendsetter. But I do still like to keep my clothes looking nice, for the rare occasion I don something other than sweats and a t-shirt. So I move past the "trendsetter" label and take a look further to see how the trendy crowd keeps their clothes looking fabulous. But the only supporting image in the message is a shot of a t-shirt and a scarf. So now I am baffled - first is a t-shirt and scarf really setting trends this season? If so, maybe I AM a trendsetter after all! But my question is where is the product? It's not there, anywhere, see for yourself:

Just because you can stick any image you want in an email doesn't mean you should. Images in email should support the purpose of the offer and enhance the experience for the recipient. In the retail industry specifically, image usage typically exceeds best practice, but because it is a very visual and product driven market image-heavy messages still tend to perform very well. However, the images that are included are usually product shots or lifestyle shots that feature the product. This is neither, unless The Container Store recently started selling apparel and I didn't get the news.

The Resolution

I appreciate the approach, and the appeal to the trendy, with the copy of the message - but this could have been easily improved by including an image that demonstrated what really was hot in storing trendy clothes - like the puzzling image on the landing page that suggests you fold your white t-shirts and store them, individually, by day of week, in clear plastic letter trays that you would typically find in your office.

While I certainly don't have the time to be THAT organized - I found the out-of-the-box thinking refreshing and would have liked to actually see that in the email - instead of having to seek it out. The Resolution? Include images that support your message and feature your product!

Bad Customer Experience Cause Email Dis-Engagement

2008-09-05T19:10:00.000-05:00

The Hunt

I had a birthday back in May (I still have them, yes) and received a gift card from my aunt (in Florida - I am in Indiana) from The Gap. I knew I had a flurry of summer birthday parties that I was going to be attending, so I had decided to jump online and order a few fun summer dresses with the card. After a lengthy search to find exactly what I was looking for, I was ready to check out. I entered the necessary information from the card and received a response that there were no funds on the card. I know this happens from time to time, so I didn't worry about it. I called my aunt to let her know, as she had spent real money on the card. She went to the store that afternoon and they said it had been resolved. I went back to the site to check out...again...and now found that there was only $0.01 on it. Clearly that wasn't right. I still wasn't upset because it appeared they were really trying to work with us.

The Skunk
But the appearance of cooperation was quickly gone! The next day, The Gap called my aunt and told her that they were no longer going to work with her on the issue as they believed I had used the card and was trying to rip them off. C'mon, really? Is this a problem they deal with frequently, or maybe it’s an issue with their staff issuing cards and using them before the recipient had a chance. Either way, I am now offended and no longer interested in doing business with The Gap.

The Resolution
So what does all of this have to do with email? More than you could know. Your email success is the culmination of your relationship with your customers. That experience results from every interaction, every touch point and every transaction a customer executes with you - and if those experiences are good, you tend to have a better relationship with your customer, and thus more loyalty. Email is a relationship channel - to realize true success with your email messaging, you need to have a solid, reciprocal relationship with the customer and if that relationship goes sour (think break-up) then every aspect of the relationship is compromised.

I no longer shop at The Gap - or Baby Gap - and I certainly don't read their email. I won't even open the email to unsubscribe from it. I just delete it. And will continue to because I don't feel it necessary to spend the time to open the message and scroll to the bottom to click the stinkin' link. No compelling subject line, no great offer, no specific creative format will change the fact that our business relationship is over.

The resolution? The customer IS always right - and every touch point can be negatively impacted - even your email. So if your email conversion isn't so hot - it may have less to do with your email strategy and more to do with your customer approach. Relationships are a two way street - don't forget it!

The Email Creep Factor

2008-08-26T19:45:00.000-05:00

The Hunt

So, as you know, I've recently struck out on my own to launch The Email Advisor and in doing so found myself in the predicament of needing to get health insurance. So in lieu of talking to an insurance agent, I jumped on eHealthInsurance.com - filled out my information and waited to get my quote.

The Skunk

Within minutes of hitting submit, I received nothing short of a dozen email offers from independent agents offering me the best deal on my health insurance. That isn't entirely unusual - we are all used to auto responder emails and have even gotten used to ignoring them. I disregarded the emails and went on with my evening...then the phone rang. It was 9 PM on a Tuesday night. I didn't recognize the number, but had to pick it up so the ringing didn't wake up my sleeping children. It was a man. He said, "hey it's Tim," as if I know who Tim is. He proceeded to tell me that he noticed I submitted a request for information about health insurance and wanted to review all the details right then and there. I quickly hurried him off the phone as I began to worry that the call was coming from inside the house!

The Resolution
Look, we all know that big brother is watching in some way, shape or form. Our web browsing behavior, our search behavior, whether or not we've clicked a link or made a purchase is open game for targeting marketing messages. The key for marketers is to be discreet about it. Use that information to customize an offer or an experience and do not call direct attention to the creep factor. Had Tim taken a few minutes to read my application he would have seen that I have three kids - a three-year-old and fifteen-month-old twins and should have quickly realized that a 9 PM phone call was not a good idea. Needless to say, Tim did not get my business-and never will-sorry Tim!

View on PDA experience falls short

2008-08-20T13:00:00.000-05:00

The Hunt

I am an avid fan of all things Crate and Barrel and that includes my email from CB2 – but I am admittedly behind on my “for fun” email reading. I had a unique chance to spend some time with my personal email today and at first glance was really pleased to see that CB2 was including a link in the header of the message to view the message on a handheld device – here they said PDA, semantics. While I wouldn’t necessarily consider the language best practice (can we, as email marketers put "click here" underlined and linked - to death?) – it was there – and with so many marketers not including language to address this today, it made me smile to see it. Then I clicked the link, and entered...

The Skunk

Let’s face it. The folks at CB2 have proven that they can write an email. While their messages are pretty much all images, which is not in line with best practice, it works for them. They have a fun tone to their writing and it is typically very engaging. But what you see below is the text that is linked to from the HTML message and it just falls flat. There is no follow-through with the tone and without the images, the descriptions provided (or lack thereof) make it really useless. Flex Sofa $999 really does nothing for me.

The Resolution
Provide a more intriguing experience for your customer and some descriptive copy. You know that the message is likely being read on a handheld device, while on the go, so call it out – for example:

We know you’re on the go and not likely to buy a sofa right now but we’ve got
some great stuff on sale that will help you flex your space from $29.95 to $999.
And if you happen to pass by a CB2 while you are out today – check it out for
yourself - if not you can see it all in your inbox when you get back home.

Putting the handheld link at the top of the message is a great first step, but you need to follow through; after all, the handheld page is still an extension of your brand.

Don't Forget the Unsubscribe Laws Have Changed!

2008-08-19T16:00:00.000-05:00

The Hunt

I was on a purging mission recently, unsubscribing from communications that I receive at multiple email addresses to reduce my receipt to only one - go figure! But as I was working through this process, I found a disturbing fact - many email marketers have not yet revised their unsubscribe practices to require nothing more than email address to convert the request. This was a clarification to the CAN-SPAM law and went in to effect on July 7, 2008.

The Skunk

Most noteworthy of offenders was American Airlines. A message I received on August 14, 2008 included a link in the message footer that simply said unsubscribe. When clicked, it takes you to a page that requires you to enter your AAdvantage Number and a Password before you can proceed to the unsubscribe function. Here is the screen capture current as of August 19, 2008:

The Resolution
Fix your unsubscribe process American Airlines! Not only is it annoying that I need to dig up my AAdvantage number to actually get off your mailing list, but your process isn't even legal any more! Keeping your unsubscribe process simplistic, easy to find and easy to convert make for much happier customers. Just because someone no longer wants to receive your email, doesn't mean you are losing them as a customer. You need to keep the experience pleasant at every touch-point. A bad experience with your email program today can result in negative brand perception tomorrow. And let's face it, no one can afford that. No matter what the price of oil is!