Before sending a massive email to apologize for some mistake, we must think aspects such as:

- Are you sure that this is the best way to correct something you said?. Maybe it looks like you are  hiding  behind a screen... If you know that the offence was serious you must use another way. Sending an e-mail is easy and many people do not take seriously the apology.

- The inmediacy of e-mail make it an advisable way to start some kind of apology. It can be requested when the error is still latent.

- You must include the word "forgiveness" or "sorry"in the subject line. This will ensure that the aggrieved party open your mail.

- Do not include anyone else in CC or Bcc without express permission of the recipient. Let the injured party decide if  he want everyone know that you've apologized or not.

But remember that say what you feel in a message is different  that saying that through other ways. Above all think if it is the right channel for your apology and pray for the injured party has ever happened something similar and he will accept your apologies :-)

 

Although I do not like "catechisms" about marketing or any other subject, sometimes they are necessary to recapitulate interesting thinkings and refresh your memory. You must keep in mind what  people say in your sector.

Current trend for successful business is the orientation to the customer. Marketing has to rethink itself to get to the point. Now, corporate communication must be organized on terms such as:

1. Inbound. Customer approach exceeds product approach
2. Initiative. Customer decides when and how contact us.
3. Customers identification. We need to articulate new mechanisms to select customers
4. Customers Intelligence. We must develop tools to get knowledge about customers and guide our product towards them.
5. Interactivity. We must maintain a constant interaction with the customer through any channel.
6.  Marketing and product / service customized.
7. Investment. Treating the customer as an asset whose profitability will return in the medium-term or long- term.
8. Identifying new business opportunities, such as cross-selling or creating new product lines
9. Retention rates. Give the customer a differential value (individualized treatment, personalization service ...)
10. Impact on the income statement. The cost of achieving a customer is more than maintain one .

The e-mail marketing becomes the perfect tool to help you in the change towards a customer orientation. Do not discards it as a piece in your corporate communication strategy.

I think  I can assert  that the formula to get what is the perfect day to send a newsletter does not exist .

Although there are studies that say that the best day is Wednesday,  I say that "depends". Marketing by email is not  "2+2 = 4" because our target is a specific person, belonging to a particular sector and with particular opinions.

The best is adapt the contents and frequency of our newsletter to those who will receive it. One of our clients sends a newsletter where you can find suggestions for weekend and sends it successfully every Friday. Who call those who have developed the study and tell it  them?

My experience tells me that what we should do to get success with open rates of our newsletters is test, test and test. Select  one day and send the newsletter analyzing results. Select another day and analyze.... Try  and try and see what happens ...

It is laborious, but very effective. It's worth it!

The CRM is a software that allows recording and management  the  relationship with our customers. It is the best technological tool to support our marketing efforts within the company.

Nowadays, in a market where products and services are more and more similar,  customer orientation is the key to be better than  our competitors. To talk to him we have to know him and get to the point  with our messages.

Knowing a customer is not easy. This fact make very important organizing all relevant information about him and his company, as well as all our communications with him: telephone calls, email, shared documentation ... We are talking about a kind of marketing one-to-one. We talk to individuals well-informed and demanding that are not satisfied with what they encounter. They are seeking custom-made solutions in those organizations that share their language.

The registration of information with so added value can not be forgotten. We will compile all data on medium that provide us their management and utilization. An appropriate CRM is vital for proper communication on a daily works and specific  communications, for example, an email marketing campaign.

Today more than ever INFORMATION is POWER. Gestionale properly.

The  slump that manages the market nowadays means that we are forced to review every euro invested. Unfortunately, the areas worst affected usually are communication, advertising and marketing. There are few who maintain their position and continue as far as possible with their company communication strategy, in spite of we all know that should not be like that.

In my opinion, this is one of the biggest mistakes that make the directives of an organization during periods of moderate economic growth. The best choice depends on maintaining a consistent attitude to prepare the ground for when the crisis ends, that is, neither increase disproportionately the budget in communication, nor drastically reduce it. The key is to defend it within our means.

Since consumers will continue buying products and services -though not in exactly the same proportion as in times of economic boom-our brand has to continue attending to them. We can not disappear from the map, so those who remain will be those who endure once things back to normal.

So not panic. Economic adjustments in times of crisis: Yes, but in those areas where less impact on the brand image. Think long-term and not disappear from the mental map of the consumer.

Many people still think about email marketing as a massive and cheap way to advertise, just rising spam, or they just think that email marketing is directly Spam. But this is not the true, email marketing used in a right way is a powerful tool to communicate with your costumers.

So let’s throw light on some concepts:

What is email marketing?

Email marketing is a form of direct and permission marketing that uses the electronic mail as way to deliver commercial or informative messages between companies and customers.

What is NOT email marketing?

Email marketing is not about bulk unsolicited messages, this is spam.  If you want to take advantage of email marketing, you must ask for your recipient’s permission and send them emails related to their interest.

So, what’s email marketing for?

Mainly, email marketing is very useful for:

• ensuring  your  clients'  loyalty
• obtaining potential new customers by publishing a newsletter that will attract readers interested on your business area.

Come on, enjoy “the emailing experience” . :-)

With this post I'm going to start a new series called "e-mail analysis case studies". As the name suggests, from time to time I will analyze several aspects of real marketing emails or newsletters I receive that have interesting points or lessons to learn, in the right or in the wrong way. That means that we are going to see several good samples of good email pieces and several samples that reveal bad practices and things to avoid when sending email. I hope that you will find it interesting and hopefully all of us can learn something.

In this first post I'm going to talk about an email I received a few days ago in my GMail account. It was a marketing e-mail from HTC, the mobile device maker, which invited me to take a free test of their new online mail push service called HTCmail.

In the following picture you can see the contents of this email rendered in GMail with images enabled (sorry, the text is in Spanish, but that's not the point here):

Click image to enlarge

Not too bad. But, what happens when you not allow images to be displayed (which is the default case). Let's take a look:

Click image to enlarge

This reveals a good design done by the HTC marketing team. As you can appreciate, you still can read the whole contents perfectly, and the whole original message gets delivered to the recipient even though images are not displayed. Even the text in the header image is correctly displayed here. The "trick" in this particular case is that they have included the same text that is in the image inside the ALT tag of the <img> HTML label. In this way, when the image is not displayed this alternative text gests displayed instead in some e-mail clients like GMail (take a look at this article from Campaign Monitor for a list of email client behavior regarding the ALT tag).

However they have included the height of the header graphic in the <img> label too, which is not a good idea because it's a quite tall one. If the email client doesn't display the ALT tag, this leads to a 250 pixel-height blank area in the vast majority of the email clients in the market, and moves the main message almost below the fold, so a lot of people will not see it and maybe delete it immediately. In GMail that doesn't happen because it strips out totally the images when they are not allowed, and upon that it supports the ALT tag, that is the best of the situations for this particular content (not so good in other circumstances as we are going to see in the future).

The rest of the email is well distributed and with clean HTML (using tables not divs, a good practice in HTML email design) so that the message is displayed even in the less capable of the email clients. The only small thing to notice is that they forgot to translate the ALT tag for the sidebar image that reads "Aspectos destacados" in the Spanish graphic but is displayed as "Key features" (in English) in the no-images version. This is very usual in companies that make international marketing, and it's something that you must be careful about.

The rest of the email is apparently well displayed: it shows a few graphics and a shadowed border in the features sidebar with rounded corners too. However the small "arrows" you can see in the corners of the main content area reveal that something is not totally good here. And the dark gray "powered by" rectangle and the strange discontinued green bar in the left of the features are clues about something not working there.

Let's take a look to the original HTML contents displayed in a fully fledged Internet browser:

Click image to enlarge

As we expected there were problems with the correct displaying of the e-mail in GMail. First there is the lack of a grey background when displayed. The problem here is that they have used the "background" tag in the <body> HTML label:

<body bgcolor="#6a6a6a"...

This affects the lower part of the content and is the reason that the "powered by" graphic is quite like hanging there, with an ugly effect. In fact they were lucky here because they used a slightly lighter grey for the text that is even visible with the default white background. If they had used a white text in order to contrast more with the dark background the effect will have been that no text will be shown.

What they should have done is to have set the background in a external 1x1 table that contained the rest of the content. Generally the <body> tag and everything outside it is stripped by the email client before displaying the contents, so the background color is lost. In this case they included several embedded CSS styles in the header of the HTML page which were stripped out too and are not generally accepted or displayed by many of the email clients.
Analyzing the raw contents of the e-mail they included the whole HTML code between the <html> and </html> tags, which is not generally a good idea. They also included a text version of the email in order to render it on mobile devices (this is a good practice).

Summing up: the email structure and HTML are well designed and fairly well implemented, although they have failed in a couple of basic points that led to a not optimal behavior of the contents.

My score for this e-mail will be 7 out of 10 :-)

SMS is a good way to keep in touch with friends in western countries, but when it comes to making business e-mail is the preferred way to go according to a the study "ExactTarget 2008 Channel Preference Survey".

The survey reveals that nearly two out of three of Internet users prefers e-mail in order to write to colleagues, SMS hanging far behind.

Morgan Stewart, director of research and strategy at ExactTarget, said in a statement that "there is a clear trend within younger demographics toward communication via text messaging and social networks, but those preferred personal communication channels were not necessarily also preferred channels for marketing".

Asked to judge the acceptability of various channels for marketing purposes on a scale of 1 to 5, respondents gave direct mail an average score of 3.9, followed by e-mail at 3.7. All other channels averaged under 3. Nearly two-thirds of those surveyed said they had made a purchase because of a marketing message received through e-mail.

The ExactTarget results agreed with a recent survey of Internet users in North America by Habeas and Ipsos. About two-thirds of respondents to that survey said they preferred e-mail when dealing with businesses, and about as many said they expected to continue to prefer e-mail in five years.

Read an interesting summary of the study at eMarketer.com.

We can not ignore the role that social networks have taken as a professional marketing tool.

Social networks allow organizations to work quickly and efficiently between them. These applications make easy the interaction between professionals who share subjects of common interest. You can use the advantages of traditional communication with the communication of Web 2.0 (blogs, wikis…).

The key is the agility. Social networks allow more open relationships between the different business areas. So organizations should take advantage of these characteristics quickly to react changes in their environment.

This new reality is completely integrated into the market. Corporate communication should not ignore this model of interaction that promises a great future for business.

Do not forget this point when you offer your customers services with more added value. Think in the ability of collaboration that has been opened through social networks.