Retention/Loyalty and Growth: At this stage, the customer purchased a product, used it, and keeps coming back. As the customer gets to know the product, your email marketing campaigns should focus on ways to maximize the value of the product, find new ways to use it, and potentially add on other related products or services. Customer loyalty is a key part of company success, but growth goes hand-in-hand; your email marketing should support a strong cross-selling and upselling strategy. When you identify complementary products for customers, you continue to provide increased value. These full-funnel campaign emails can have a slightly stronger sales lead than in first-time engagement, but keep it gentle if you’re trying to sell a product that’s new to the customer. Also, keep in mind that customer loyalty isn’t as strong in B2B as it is in B2C, so continue to remind customers of how your products or services save them time, money, and resources.
It is vital to consider the questions that a customer will be answering - the information they will be seeking – at each stage of their journey because your email campaign should provide the answers. If a customer leaves an item in their online basket and they don't complete the purchase, send a personalised basket abandonment email including that very item:
Another way to extend the clicks on your email beyond its shelf life is to prompt your audience to forward the offer. The folks at Litmus found that the most forwarded emails were 13X more likely than the typical email to include “Share With Your Network” calls-to-action. By including forward-to-a-friend (or social sharing links, as we discussed above), you put it in recipients' minds to share.
A significant element of email marketing is relationship. Does a recipient trust you? Does a recipient even know who you are? When an email jumps the gun by forcing familiarity too soon, the personalization comes across as skeevy. Intimacy is earned in real life, and it would appear to be the same way with email. Take this example from my inbox; no one has called me lowercase kevan l lee in years.
The Preheader references the area before the main content. It's an excellent opportunity to grab a bit of extra pre-content web real estate. It's got a degree of prominence in the inbox, so it would be a waste not to use it for promotional purposes. Try popping a couple of links in here. Some companies find that they get the most clicks on links within their preheader
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High reach: When people join your email list (subscribe or “opt in”), you can reach them. If they just like your Facebook page, for example, it’s unlikely that they’d see many of your updates. Sure, not everyone opens your emails, but the numbers are heavily in favor of email marketing compared to other similar marketing tactics. I’d rather get 1,000 new email subscribers than 10,000 Twitter followers.
Purchase (formerly the bottom): This phase should drive the sale, such as a free trial or discount offer. These messages can be much more direct and sales-oriented since these customers have indicated they are closer to a purchase than others. In this phase, it’s important to keep your emails focused on the primary call to action (CTA) and make sure the transaction is as easy as possible. Some companies opt to offer post-purchase set-up assistance or support to help customers move from engagement to purchase.
The success of daily deal email illustrates this. Customers gain value from a ‘daily deal' email and will come to anticipate the email in their inbox every morning. Tagging links in ‘daily deal’ emails will tell you a lot about the journeys within a given customer profile, as well as about preferences and behaviours. The ultimate sell is not important – what you are doing with ‘daily deal' (or ‘weekly tips') email content is building a relationship with your customers and learning more about how journeys within your brand work. All this information is important and can be put to use on later campaigns.
When you share your opinions, avoid dipping into politics, religion, sexuality, and other topics where many people have almost fundamentalist views. If, however, you know that most of your audience shares your opinion on a topic that’s important to them, you can instantly seem more trustworthy by pointing it out because people trust people who are similar to them.
Now, work out the kinds of email communications which are appropriate and manageable for your brand. Newsletters? Generalised product promotions? Targeted product promotions? Order confirmation emails? Product reminders? All or a combination of the above? Work out what’s appropriate for you, and work out what’s appropriate for your personified customers, at each stage of their journey.
But if people don’t believe those reasons, they don’t buy either. As long as you seem like a friend who’s trying to help them, people are likely to believe that you’re sincere and that buying from you is a good decision. That’s one of the main reasons email marketing can work so well; it’s relatively easy to come off as a friend. Especially the other two email marketing strategies are good for making people see your good intentions. That said, if your offers don’t make people think you’re genuinely trying to help them, something is wrong.
Give people a way to avoid more emails about the same offer. If you do a concentrated promotion for something, you might send lots of emails about it in a short time. Give people the option to avoid future emails about the offer. Just add a link to the end of the emails (e.g., “If you’re sure you’re not interested in [ offer ], click here, and I won’t send you any more emails about it this year.”). That way you won’t annoy people who aren’t interested in the offer now. You could argue that some of them might buy if they saw all the emails. Well, if you’re only interested in this month’s sales, send as many emails as you can. I just assume you want to have someone left on your list for next month.
This kind of initial research and analysis is incredibly important. If you include anything which you haven’t subjected to research, analysis, insights, experience, and expert opinion, it simply won’t fly. This is important. Everything these days has to be tailored very specifically to your brand and your personal customer experience. Your competitor might have an amazingly successful marketing strategy (and it's good to learn things from what they're doing!), but that doesn’t mean that the same kind of thing would be as successful for your brand.
Keep the subject line and pre-header short: The subject line is crucial. Keep it short so the reader knows exactly what the email topic is about. And the pre-header text (also known as snippet text), don’t let it go to waste by using “To view this email in your browser…”. Instead, summarize the email or include a call to action (i.e., Use “FREESHIP” to get free shipping).
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This campaign was very positively received by its subscribers, so much so that within minutes it was being shared on social media, with an estimated reach of 685,000 people and more than 1.1million impressions. Because Easyjet’s objective was to drive a positive response, they included social media listening within their analysis and discovered that 78% of posts were positive and some even added the word “love”.
Whenever possible, add a personal element to your emails. Most email tools allow you to enter shortcodes that will be replaced with the recipient’s name when the email is sent out. Emails from Treehouse Co-Founder Ryan are always fun and personal. The subject lines are creative, messages are sent "from" Ryan's email address, and the content is personalized. If you reply to the mail, you'll even get a prompt response from Ryan himself!
Bloggers are the most obvious example of focusing on this email marketing strategy almost exclusively. SaaS (Software as a Service) businesses are another group that typically heavily emphasize content emails. Of course, bloggers, SaaS businesses, and everyone else can send content emails while also using the other email marketing strategies. And you should do it, too.
Demographics: Certain demographics like age, gender, job title, and other information that informs your buyer personas can be a good way to segment customers and customize messages. For example, a financial company may want to send retirement-themed emails to customers seeking information on offering their employees benefits and emails about college loans to university-based customers.
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Full-funnel campaigns also take into consideration how the marketing funnel has morphed over the years. The old school of thought had a top, middle, and bottom part of a funnel, where customers went in at the top and left it after making a purchase. The funnel has evolved into a customer lifecycle that includes those pre- and post-purchase phases mentioned earlier.
Personas provide a multi-dimensional method of targeting. They’re based, as the name suggests, on a projected persona for each customer ‘type’. Get it right, and personas can help you enormously in both predicting behaviour and personalising your communications. Personas are a powerful technique, and they’re increasingly used to improve the usability and customer centricity of communications.