Posts tagged with Email

Start me up! A profile of email sentiment service Chorus

Chorus is a startup based in Australia which takes sentiment monitoring to another level by allowing customer support teams, marketing departments and PR professionals to analyse and prioritise the emails they receive. 

It helps internal structures and processes to focus on the negative issues first, meaning that customer experience is managed on an intelligent basis, according to severity. 

We caught up with Dave Trindall, one of the co-founders, to discuss sentiment monitoring, delivering excellent customer service, the problems with current email systems and, of course, Chorus itself. 

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20 reasons why customer service is broken

Social media gives big companies the fear because it is an unpoliced environment where bad noise travels fast. And increasingly consumers are using it to say all kinds of things about brands, and also to aim direct questions at them (in public).

In many cases these companies aren’t remotely geared up to deal with questions, and they would much rather communicate with customers in private. 

But here’s why customers do their complaining in public: it’s easier. It’s really that simple. People don’t mind bitching out loud, and sometimes they take a little comfort from it, but if customer service wasn’t so broken in the first place I think customers wouldn’t be so quick to resort to the likes of Twitter and Facebook.

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Email and social media dominate digital in the Middle East

Digital marketing is thriving in the Middle East, according to new research published today by Econsultancy and supported by ArabianBusiness.com. The survey-based research has found that companies are spending 22% of their marketing budget on digital.

Companies are using a wide range of digital channels for marketing, and investment in online is expected to increase across the board. Encouragingly, over half of companies (58%) are increasing their digital budgets in 2011. 

However, the market is still very much in its infancy, and still faces major barriers to investment. Company culture, a reliance on traditional marketing, and a lack of knowledge are preventing companies from investing further money into digital.

This post looks at the current state of digital marketing in the Middle East, and some of the trends covered in our latest report. 

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Groupon: your email marketing is failing your fans

Over the past 12 months, a lot has been said of email becoming a one-to-one channel, with many industry evangelists crying out to marketers to start segmenting a little more, and claiming that spray and pray senders will be perceived as nothing more than spam.

But did we manage to successfully communicate the severity of the situation and the benefits of change, as an industry? I’m not so sure we did, and Groupon is a prime example of a brand that would greatly benefit from this.

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The five stages of the email lifecycle

Email is a bit of a special medium. Most people have got an email address that is unique to them, which makes it more in common with a mobile phone number than a postal address.

An email address is individual (most of the time) and it can be linked closely to the customer lifecycle using response data alongside RFM data.

This lifecycle can be tracked, measured, anticipated and managed. Here are some ideas on how you can use the stages of the lifecycle to develop strategies that prolong the relationship with your customer and increase LTV.

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The art of the email opt out

Please don’t go! The art of the email opt out

Recently marketers and consumers alike have been enjoying the creative element behind Groupon’s unsubscribe campaign ‘Punish Derrick’.

If you click on the unsubscribe link, it then it leads you to a page which enables you to punish the person who has been sending you your emails, Derrick.

Punish Derrick 11

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Email break-ups aren’t so very hard to do

“It’s not you, it’s me. Actually no, it is you. You keep sending me boring, irrelevant emails that I don’t want. Our email relationship was going really well at the beginning  but now its fizzled out and I’m unsubscribing from your emails. For one thing, you just send me way too much. It comes across a bit...desperate."

As an email marketer, does reading this make you cringe? Are you afraid this is what your email subscribers would say to you if they had the chance?

The unsubscribe process doesn’t have to be as painful as a “Dear John” break-up letter, but with the way some brands go about it, it might as well be.

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13 tips: the science of email marketing

mobile email

For those of you who missed it (and with 20,000 people registering for it I’m not sure who that may be) Hubspot’s Dan Zarrella’s “The Science of Email Marketing” was a reminder that testing and optimization are a core best practice which will ultimately drive the success of any email initiative.

Not that the webinar was focused on testing. Instead, takeaways were presented with the caveat “this may or may not be the case for you” ... which is another way of saying “test it and see what happens.”

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If you had to make a choice, what is the one email you should send?

If you could only send one more marketing email, what type of email would it be?

Would it be acquisition? Retention? A bit of cross selling perhaps? Let’s face it, the options are almost endless! If you’re like me, you probably want it to be the one that makes the most money.

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The year in email marketing: the experts' view

I've been asking some of our email marketing guest bloggers about what they see as the major trends in 2010, and their predictions for email in 2011... 

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A New Year’s diet for overstuffed Christmas inboxes

UK marketers’ number one New Year’s Resolution must be to improve the email experience they offer their subscribers.

People are simply being force-fed too much email, which is typified by the sheer volume of emails sent during the festive period, consisting of sales and promotional emails that are mostly one-dimensional, monotonous and repetitive.

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Social media: job title, or part of the job description?

There's little room left for debate: any way you dice it, social media is mainstream. That should be good news for social media experts and gurus, right? Perhaps not.

Earlier this week, it was revealed that The New York Times was essentially eliminating its 'social media editor' position. The person who held it, Jennifer Preston, would become a full-time reporter again.

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