Ten years ago in December of 2001, I coordinated an initiative with many of the leading email service and data providers to agree upon “Best Practices for Email Append” under the auspices of the Association for Interactive Marketing (a former subsidiary of the DMA).   At the time, my thought was that since few offline marketers had customer email addresses that the process of a marketer sending an opt-out request to receive their communications would give the email marketing industry the needed boost to build commercial viability.  It was also a time when permission-based marketing was still coming of age, and cross-channel permissioning was considered an acceptable means for communication as long as the recipient had opted-in to receive 3^rd party offers. 

Today, we’re closing the book on that chapter by stating that Experian CheetahMail believes that opt-out email appending is no longer an acceptable practice, and that marketers should no longer use this practice to acquire customer email addresses. 

There are four main reasons for this change;

1. Even in 2001, most of us viewed email appending as a stop-gap measure until offline marketers achieved critical mass online and no longer needed this acquisition method to bolster their email programs.  Today’s offline marketers collect customer emails at every point of sale, and even through new mobile and social media channels.  There is no doubt that if a customer wants to subscribe to a marketers’ email list, they have ample opportunities to do so.
2. As one of the first email service providers to become a full member of the Messaging Anti-Abuse Working Group (MAAWG), Experian CheetahMail is committed to supporting their best practices and recent policy position against email appending, found online here.  We believe our position is in-line with that effort and is in the best interest of marketers who wish to maintain consistent Inbox deliverability. 
3. In a matter of months, the Canadian Anti-Spam Law (CASL) is going to come into force.    If you were not aware, the new law requires opt-in consent for email marketing, with limited exceptions where there is a prior business relationship.  Because the law does not require marketers to have knowledge of a recipient’s residency in Canada, it is probable that even some U.S. customers who are appended could now reside in Canada and fall under the jurisdictional requirements for Canadian compliance.  As a result, marketers who conduct opt-out email append would run afoul of CASL and be subject to a private right of action in a Canadian court. 
4. Email address turnover continues to increase, as well as the use of formerly active email addresses as ‘spamtraps’ by mailbox providers and filtering companies.  The increasing deliverability risk of mailing to potentially inaccurate or invalid recipients now exceeds the value they provided in the past. 

We believe eliminating this practice is in the marketers and consumers best interests.  I can appreciate that many marketers have had success with email appending efforts, however, the opt-out appending process should be discontinued for the betterment of the entire email marketing community.  I appreciate your consideration and support of this change, and welcome any comments, questions, concerns or suggestions on this topic by reaching me at privacyATcheetahmail.com.

Refer-a–Friend programs can be incredibly beneficial, but it is important to do it correctly or run the risk of causing deliverability issues (and possible legal compliance issues as well). The key issues to manage are user and recipient consent, content transparency, and with referral incentives.

1. Referring users must feel comfortable during the process, which begins with consent practices. Never use the recipients’ email address with subsequent marketing campaigns unless they provide their own consent. For example, Victoria Secret offers referrers a clear statement that their friends’ email addresses will not be added to their email list during the referral.

 



In addition, it’s helpful to make the referred friend aware, upon receiving that message, that they are not being subscribed to any mailing by receiving this email. Such as with this example by Neiman Marcus.

 



2. If you want the recipient to be your friend too, then ensure transparency with your content. Here are some quick tips with managing content:
   • The friendly ‘from’ address can and should be the friend/referrer. It’s advised that the commercial sender is NOT included in the ‘from’ because the intent is still for the friend to be the referral, and otherwise it may appear to the recipient as an unsolicited commercial email and lead to a spam complaint.
   • Include some language in the email introduction about why the recipient is getting it and what information will and will not be collected.
   • Make sure the subject line is tied to the friend and not misleading. Successful campaigns such as the Saks Fifth Avenue example below put the friends name in the subject line leaving no confusion as to why the referee is receiving the mail.

 


3. Offering incentives is a great way to entice referrals ( Eg; through cash, coupons, discounts, awards or additional entries in a sweepstakes) However, in doing so, the sender must comply with the CAN-SPAM Act. In addition to including an opt-out option in the email the sender must run that referral friend’s email address against the senders’ suppression list to make sure the friend was not previously unsubscribed. Even if there is no incentive, it is still a best practice to apply prior suppressions and include an unsubscribe link in the email to help mitigate potential spam complaints.Since these RAF emails may be deploying off the same IPs as the senders’ bulk email messages, abuse complaints from RAF campaigns can lead to IP reputation issues at various ISPs and cause bulking/spam foldering issues in the future. Don’t give the ISPs any more reasons (abuse, spam traps, bad data, etc) to bulk or block mailings by skipping this step.

Following these points and best practices will not only help the senders IP reputation but can also lead to strong organic list growth and increased revenue.

Header text is a must have best practice for any serious email marketer.  This text will display in an email even when images are blocked and formatting is not quite right.  This actionable area, at a minimum, should deliver the point of the email and have a link to the online version. Header text should be clear, clean and actionable.

The specialty kitchenware retailer and culinary mecca, Sur La Table, recently updated their email header text.  The new text not only follows header text best practices, but it also conserves precious email real-estate, and looks great.

Here is the updated header text. Notice the links are all clickable and are in one line at the top of the email.

Here is the original header text.  The text is not all click-able, is a bit long-winded, and takes up valuable, above the fold, vertical real-estate.

What do you think about these updates?  Have you updated your header text?  Please share your experiences and thoughts with us!

Online and offline marketers should always try to keep their marketing databases and lists updated whenever possible. This data can include current email address, postal address, name, age, and gender to name a few. Having this data is one thing. Using it successfully and appropriately is another. Sure, first name personalization is great. Geo-targeting is awesome. Age appropriate marketing rocks. But what about gender?

Do men only want to receive content geared toward men? What if one of these men wanted to purchase something for a lady in his life? What about those whose gender is not known? What should these people receive?

There is a particular retailer that I used to love. I usually purchased items from them in-store. This past Christmas I purchased something for my wife from this retailer online via an email. From that point on I have only been receiving the female version of the catalog at my home. In this case this retailer assumed that since I bought one female item that I am an exclusively female shopper. This is a risky and potentially costly assumption — partly because of the way they have treated me since then, this retailer is no longer my favorite.

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Email marketing is an ever evolving art.  It morphs and changes from one hot topic — or “must have” — to the next. Below are twelve current hot topics in email marketing listed in no particular order. Any serious or casual email marketer should know what these are and should use as many as them as he or she can in their email marketing endeavors.

1) Welcome or Welcome Series
Everyone likes to feel welcome when they join a group. This is especially true when someone opts in to your email marketing program. Be sure you make these new subscribers feel welcome. Send an appropriate and timely welcome (and maybe an offer) to newbie’s to your list.  Better yet, design a Welcome Series.  A Welcome Series is a string of welcome emails that not only says hello to the new subscriber but also can provide them more information about your brand and what you offer.

2) Segmentation Strategy
Careful, well though out, and flawlessly executed email segmentation is crucial to the modern day email marketer.  The days of loading and blasting your list are over. Take a look at this post by clicking here to learn more about email segmentation strategy.

3) Testing Plan
Testing is one of the most important actions an email marketer can take. Be sure to test frequently and use the results of your tests. Re-testing is another good habit to get into. Some examples of common email tests are subject lines, personalization vs. no personalization, dynamic content, creative versions, time of day, day of week, various offers, gender, offer code in the subject line, and location just to name a few. The options are endless.

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Subject line testing is not a new concept to email marketing or to this blog.  However, it is an important key to email marketing success. Subject line testing is easy to do and offers concrete results, but is often neglected.

Below is a typical inbox. Which subject lines best grab your attention? Which approach would work for your brand? Which one do you think is the worst performing? There’s only way to know – test it out!

Keep in mind:

• Best-in-breed email programs consistently test their subject lines.
• It is important to verify your past findings and current theories about subject lines instead of making assumptions.
• If you can increase your open rates even slightly by optimizing your subject lines, the potential to increase click and transaction rates increases.

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“Wisdom is knowing what to do next; virtue is doing it.”
~ David Starr Jordan, The Philosophy of Despair

Any reasonably responsible email marketer knows that he or she should, at the bare minimum, follow CAN-SPAM regulations when sending email marketing messages. But, as it turns out, following this and other best practices does pay off in the long run. MarketingSherpa recently published a report called “Email Performance Since 2001,” tracing the relationship between email marketing best practices and email success. In one form or another, MarketingSherpa has asked the basic question about how well email marketing has performed since their first survey in 2001.

This chart highlights performance trends when following Best Practices and when Deviating From Best Practices. The Y Axis shows the efficiency of the email marketing endeavor. The X Axis displays the year.

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