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email marketing surprises May 27, 2008

Posted by nicholas gill in econsultancy, email, emarketer, eROI cradle to grave, forrester, opt in.

Email marketing has surprised me of late.

Maybe it’s because I’ve had the fortune to work on and develop some class-leading CRM programmes in my time but I figure that if you want to be the best, you adopt best practices. And for me, double opt-in is the way to go. I remember spending several meetings and design iterations later to re-word and re-art direct positive opt ins for digital communications for Diageo to be ahead of the curve and live best practice, not just tip a hat to it.

So I was somewhat taken aback to read in eROI’s Cradle To Grave report (there’s no direct link, click on quarterly studies and download the report) that only 30.69% of US companies are using double opt-in. That’s tantamount to spamming if you don’t use that method.

And worse, 59.4% of those companies don’t pass an unsubscribe to other parts of their company when they get one. Two yellows equals a red card! So if you’re a consumer, basically a friend could get you signed up, you receive emails, you unsubscribe and you get them from another part of the same organisation. Aaargh. That’s just not joined up thinking and hardly going to endear your consumers to your brand.

Closer to home in the UK, econsultancy report that one in three companies flout spamming laws with only financial services boasting 100% compliance with email rules.

When you consider that European consumers receive over 250 emails per week (35 average per day) is it any wonder that 38% use spam filters, over half of promotion emails get deleted without reading and more people are concerned by clicking on ads in emails than on banners? The top two reasons people unsubscribe are irrelevant content and overly frequent emails.

But it’s not all doom and gloom. We just need to up our game and practise what we preach. Don’t let the standards slip and do it the right way. Because if we get it right, consumers do love email.

Consider this information released by eMarketer today. 67% of US adult internet users prefer companies to contact them by email than any other method. And in 5 years time, 67% will still prefer email to any other communication.

Remember, email is a conversation too.

Also posted on the European Interact Congress Blog where I have been invited to collaborate on the blog.



1. email marketing surprises - May 27, 2008

[…] Continue Reading […]

2. Jeff Kempf - November 6, 2008

Do you think adults choose email as their preferred method of contact for businesses because it’s the easiest form to ignore? It’s a lot easier to ignore an email than a phone call. Many people also have junk email accounts that they give out if they think the sender will send them content they don’t care about.

Jeff Kempf, marketing intern at http://www.eroi.com

3. nicholas gill - November 7, 2008

Good point. I can only go from personal experience but I would concur with your thoughts. I’m certainly not a fan of cold calls. I would rather someone email or DM me so I can choose what to do with it on my own time. I find inbound calls an intrusion most of the time. Do you guys at eRoi have any plans to do any research on this?

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