Dear Online Merchants,
As a marketing professional and consultant, I'm regularly baffled by what many of you consider as acceptable engagement and retention practices toward your current and prospective customers. Most are abysmal, which is putting it nicely.
I suggest each of you visit your website and discover for yourself how potentially aggravating most of your sites are.
Lately, I've seen a disturbing trend on suppliers' websites and it pisses me off both as a consumer and marketing professional. Upon entering their websites, merchants will immediately accost you. Popups that scream 'Sign up for our email newsletter!' 'Chat with an expert now!' If this is my first visit to your site, in what world would I want to sign up for your newsletter? I want to know if you have what I want and the garbage you're throwing on my screen makes that act longer than it need be. If I'm searching for an automatic iguana washer and you only have manual versions, I certainly don't want your newsletter. What I want is to view a clear, comprehensive site, complete with all of the information for me to consider making a purchase decision.
If I do need to chat with an expert and you've badgered me to do so, have a damned expert on the other end. The few times I've actually engaged an 'expert', I've known more about the product than they did, mostly because I've already read the less than complete user manual on your site, which is his only source material. I've had an expert tell me the product was compatible with an accessory I wanted to use with it, when in fact, it wasn't. Fortunately, I didn't believe what I was being told, and it ended well. No thanks to the 'expert'.
Email Engagement
Once someone has consented to receive emails from you, don't make them regret it. How do you accomplish that goal? First, let's talk about frequency of engagement. Start by performing an honest self-assessment of how frequently your customers want or need your product / service. Is your product a luxury or a necessity? Do customers frequently make impulse buys of what you offer? How many other options exist for customers in your product space? Okay, you got it? Keep that in the back of your mind; we'll return to it later.
Before we discuss optimal frequency of email engagement, let's go over the different types of email you'll consider sending. First are the emails that do nothing other than remind customers you exist and sell things they said they were interested in. There's no need to share anything particularly earth shattering in the 'hey, we're here' emails. It's a free pass to lack exciting content. But don't do that. If a contact has consented to receive email marketing from you, they should feel as though opening your email was time well spent.
The second type of email is the announcement. This can be a new product, a sale, a new service, free donuts, etc. Information on how to get the most out of your product is a great way to engage, too.
Let's return to the earlier exercise and using what conclusions you made about your own product or service, let's start with determining how frequently you should remind your contacts that you exist. Say, how many times per year. Now, take that number and divide by four. There is absolutely no reason to remind contacts you exist more than once or twice (at the maximum) per month, unless you've got an effective Covid vaccine.
Announcements can be as frequently as you have something new to share. These are the emails where you'd damned well bring some value to the recipient. That means don't announce you 'Now have iguanas in stock!' if you've never run out of them. And don't make the mistake of fabricating savings, by portraying something as being on sale, when you're just highlighting your everyday price.
All of this may seem to be common sense, but the number of times I've had to opt out of receiving emails says otherwise. One of my favorite brands of men's shoes put me on their list, after my making a purchase from them. They proceeded to send me an email every damned day, reminding me they had shoes, nothing more. Same with an online seller of liquor. I received three fucking emails per day, but they couldn't tell me when my order was going to ship.
There's one final type of marketing email to cover. That's the one that encourages you to give another look at something you'd viewed on their site. DON'T EVER SEND THIS TYPE OF EMAIL. Speaking as a consumer, if I had any interest in purchasing that item, I'd already be aware you have it. Receiving an email of this type serves only to peg my spam meter and often results in my making my purchase from another vendor, who doesn't send me these sorts of communication. If you're some sort of twisted sociopath and feel you must send this email, offer the recipient some sort of motivation to come back and buy it. Something like 10% off if you buy this item in the next hour. The companies I receive these emails from don't offer any inducement for me to return to their site and their emails smell of desperation. 'Please come back and give us money!'
Ultimately, you need to ask yourself one question before sending another email and that is "what value am I bringing to the recipient, when I send them this email?"
I would suggest some of you take the time and effort you expend on spamming inboxes and channel it into creating a world class customer experience.
Sincerely,
SR