This presentation provides an overview o the core principals of email marketing strategy for retail. It was presented at the AIMIA Victoria Email for Retail seminar by Rhys Hayes
5. Creating an email marketing plan
Step 1: What is the role of email marketing for our retail business
- Online sales driver?
- Web-to-store sales driver?
- Hybrid?
Step 2: What do our customers want?
- online purchase behaviour/intent
- Role of email in our customers life
Step 3: Develop an email communications plan to compliment customer and business needs
Step 4: Designing and developing eDM templates
Step 4: Getting the Technology Right
Step 5: Implement, measure and optimise
Wednesday, 24 February 2010
6. Creating an email marketing plan
Step 1: What is the role of email marketing for our retail business
- Online sales driver?
- Web-to-store sales driver?
- Hybrid?
Step 2: What do our customers want?
- online purchase behaviour/intent
- Role of email in our customers life
Step 3: Develop an email communications plan to compliment customer and business needs
Step 4: Designing and developing eDM templates
Step 4: Getting the Technology Right
Step 5: Implement, measure and optimise
Wednesday, 24 February 2010
8. Communication Plan
COMMUNICATION VOLUMES
Customer Type A Customer Type B Customer Type C
Early Engagement 1 1 1
Viral Marketing 2 4 6
Transactional 5 3 7
Dynamic Content 12 12 12
Trigger Messages 4 4 8
Lifecycle 3 2 2
Re marketing 0 1 1
Wednesday, 24 February 2010
9. Communication Plan
COMMUNICATION VOLUMES
Customer Type A Customer Type B Customer Type C
Early Engagement 1 1 1
Viral Marketing 2 4 6
Transactional 5 3 7
Dynamic Content 12 12 12
Trigger Messages 4 4 8
Lifecycle 3 2 2
Re marketing 0 1 1
Persona Profiling
Customer Type: B
Estimated transaction frequency: 4 purchases per year
Estimated interaction frequency: 45%
Month Jan Feb Mar April May June July Aug Sept Oct Nov Dec
Comms 3 1 1 4 3 1 1 1 3 2 3 4
Wednesday, 24 February 2010
10. Early Engagement 1(of 8)
Welcome and Engage
Purpose
When a customers joins/subscribes to a
mailing list, the first communication they
receive is critical to ensuring ongoing
engagement.
Objectives
- Communicate value proposition
- Provide a unique or special offer
- Re-explain what the customer has
opted in for
Wednesday, 24 February 2010
11. Viral Marketing 2(of 8)
Dedicated offers and incentives
Purpose
When customers sign up to receive
communications from business, they are
signing up to your brand. Highly engaged
customers are receptive to special offers
that can drive incremental sales and
CRM registrations.
Objectives
- Communicate key brand messages
through creative execution
- Drive incremental sales
- Drive friend-get-friend CRM registration
Wednesday, 24 February 2010
12. Transactional 3(of 8)
Leveraging the highest open rate communication
Purpose
Transactional emails, those confirming a
transaction has occurred have some of
the highest open rates of any form of
email, making them a critical par of the
eDM marketing mix.
Objectives
- Provide opportunity to up-sell on
similar/complimentary product lines
Wednesday, 24 February 2010
13. Dynamic Content 4(of 8)
Personalise content based on consumer behaviour
Purpose
When integrated with web based
analytics tools, email content can be
personalised to recipients based on the
browsing habits
Objectives
- Provide contextually relevant offers
- Target high value customers with high
value propositions
Wednesday, 24 February 2010
14. Triggered Messaging 5(of 8)
Respond on profile and action data
Purpose
When a consumer completes an action,
or an event occurs (based on the
customers profile data) send
personalised messages reponding to that
action.
Objectives
- Create deeper, more personalised
relationships with customers
- Send targeted special offers based on
customer profile information
- Respond directly to customer actions
Wednesday, 24 February 2010
15. Lifecycle Programs 6(of 8)
Convenience can drive retention
Purpose
Create trigger based email based on
product and event lifecycles.
Objectives
- Provide convenient reminders to
customers based on their profile
information
- Increase customer retention rates by
engaging them only when they need to
consider re-purchase
- Create more targeted campaigns
Wednesday, 24 February 2010
16. Reactivate 7(of 8)
Don’t wash them away without trying first....
Purpose
When a consumer has not interacted
(click through or conversion) with a
communication for a set period of time, a
specific communication may be sent to
encourage them to re-engage with the
brand.
Objectives
- Re-engage customers who have not
actively responded to offers
- Reduce database churn
Wednesday, 24 February 2010
17. Remarketing 8(of 8)
Abandoned task communications
Purpose
When a consumer terminates a session,
the data collected in that session may
demonstrate a partially completed task.
When this task is linked to conversion
metrics there may be an opportunity to
‘remarket’ with a view to encouraging
task completion.
Objectives
- Increase task completion rates
- Re-engage customers who terminate
specific tasks
- Increase sales/ROI by analysing,
targetting and re-engaging conversion
funnel drop outs
Wednesday, 24 February 2010
22. Calls to Action
] Standard header with custom campaign hero tile
] Hero products, targeted based on campaign
- Each links to the contextually relevant product area within the website
] Catalogue call to action
] Standard footer with deep linking
Wednesday, 24 February 2010
24. Selecting the Right Vendor
Enterprise ESP’s
Load and Blast/DIY Solutions
Wednesday, 24 February 2010
25. Selecting the Right Vendor
✓ Strategic Guidance to advance program sophistication
✓ Programmed Repeatability
✓ Analytics Capabilities
✓ Technical Integration capabilities
✓ Social and Mobile Integration
✓ Market presence
✓ Modular service offering - what else can I plug in?
Wednesday, 24 February 2010
27. Implement,
Measure and
Optimise
Wednesday, 24 February 2010
28. Once a campaign has been implemented, there are three questions to ask:
1. 1. Did it get the response we wanted?
2. 2. If not,why not?
3. 3. What trend data is evident?
Wednesday, 24 February 2010