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Posts in Email & eCRM

Email unsubscribing: a worst practice example

Email users are more than ready to hit the 'report spam' button for emails they no longer wish to receive, spam or not, so making the unsubscribe process quick and easy is essential.

Still, some email marketers have yet to take this on board if the following example from Real Networks is anything to go by.

8 comments

Do ISPs need to change the 'report spam' button?

More and more email users are using the report spam buttons to unsubscribe from emails, so is another option needed on email programmes to improve deliverability?

A survey found last week that 56% of email users consider uninteresting or irrelevant email messages as spam, and concluded that the report spam button is 'broken'. 

2 comments

Deliverability is costing you money

The E-consultancy/Adestra Email Marketing Industry Census of over 600 email marketers highlights the real cost of deliverability for the first time - marketers are wasting around 11% of their budget. 

This entry investigates what they can do about it.

0 comments

Three practical tips for improving your email marketing

Get email marketing right and it can deliver huge revenues for a very low cost.

Get it wrong and you are simply wasting your time, annoying your customers and damaging your brand. Here are 3 practical tips.

2 comments

Firms still ignoring customers' emails

Transversal has come out with another report showing the dire performance of many UK firms when responding to customers’ emails.

In its third annual Multi-channel Customer Service Study, released this week, the company tested 100 leading organisations by sending them routine questions by email.

Less than half (46%) answered those questions “adequately” and the average time they took to respond was almost two days (46 hours).

1 comment

Basket Abandonment - we have to focus on How, not Why

More and more the concept of basket abandonment is mentioned as a method for increasing conversion - be it baskets in retail, quotes in insurance, bookings in travel or registrations in gambling.

Indeed, I am beginning to feel like it has been around forever. The real question for me is how to go from talking about it to actually producing the goods and enjoying the results.

2 comments

69% of companies do not email checkout dropouts

Two-thirds of companies in the UK are failing to send emails to customers who have abandoned their shopping baskets.

This seems like a missed opportunity, and is one of the findings of the E-consultancy / Adestra Email Marketing Industry Census 2008, a survey of agency and company email marketers in the UK.

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UK retailers failing to follow email best practice

A new survey finds that retailers in the UK still have a lot to learn about email marketing, with 46% failing to comply with legal guidelines and many others not following best practice.

TopShop, STA Travel, ASDA and M&S came off best in dotMailer's benchmark study (pdf), scoring over 80%, while Office, Expedia and H&M scored less than 60%.

2 comments

Email + SMS convergence = customer convenience

Right person, right place, right time.... right environment: some thoughts on the challenges and opportunities of multichannel customer communications.

1 comment

Spam is in the eye of the beholder

For me, spam is unwelcome email - if I don't want it, it's spam.

1 comment

The end of the line

Back in the day we used to talk about 'above-the-line' and 'below-the-line' as a proxy for advertising versus direct marketing (and never the twain shall meet).

Digital has changed all that - we need to redraw the line.

1 comment

Free shipping = lots of sales

Free delivery offers are the main driver behind online shoppers' purchase decisions - more so than even their site experience, a new study by ForeSee Results has indicated.

The company surveyed more than 10,500 visitors to 30 top retail websites in the UK to find out what drives site traffic, sales and satisfaction.

Over a third (34%) cited free delivery as the most important factor in their last purchase decision. A positive site experience was the only other thing mentioned by a significant amount of respondents (15%).

0 comments