Category Archives: email marketing

My Top 10 Takeaways from Digital Summit, Chicago

Last week I participated in the lively, educational and nerd-worthy fun Digital Summit in Chicago.   This was such a worthwhile, information-overloaded event for digital marketers.

I got many practical, cost-effective ideas from speakers who worked for familiar organizations including LinkedIn, Twitter, Spotify, Hubspot, Instagram, the Moth and other marketing firms, creative agencies, and marketing users.

Here are the Top 10 Takeaways I got from the event:

  1. “We can never get control of our marketing until we get control of our data”. My favorite line, from Matt Hertig of Alight Analytics
  2. On your email efforts, your FROM line should be from a trustworthy or recognizable person or brand. And make that SUBJECT line compelling, since 47% of people open their emails based on the subject line.
  3. Things that artists do well on social media that brands can learn from. 1—authenticity 2-frequency 3—engage 4—use video.
  4. Build your own known and owned audience for success in content marketing. Then amplify your content.
  5. Translate your company’s purpose into marketing messages with provocative content (like REI).
  6. You have about 8 seconds to engage with a subscriber on your email effort.
  7. Executive buy-in is key to implementing marketing strategy and implementaion.
  8. Brand activism is increasing with frequency and intensity.
  9. To build community, engage with other accounts in a meaningful way. Are you doing or just saying?
  10. On Twitter, most stories trend within the first 48 hours.

Bonus of #11. –Video, video, video! The use of video increases engagement, partially because visuals can be absorbed 60,000 times faster than text. Expect to see more growth in video in 2019 since many of the speakers talked about using it.

I hope that most of you will find at least 1 thing on this list that you can incorporate into your marketing efforts. Feel free to contact me if you want to have a deeper discussion about any of these.

The journey continues.  Cindy

P.S. . If you want to read more of the ideas I got from the conference, scroll through my Twitter feed (@CindyCardinal1) from the week of 9/27/18

 

GDPR: Regulators are Coming

Do you think because you are a US-based firm that GDPR regulations are outside your sphere of business? Wrong.

As a matter fact, the Digital Guardian reports that some think large US companies will be targeted by GDPR regulators.

This is because many US firms have lax data protection procedures, privacy issues across platforms are new, companies are already dealing with a myriad of state privacy laws, and there have been several large data breaches in the last year. I would add to that the recent Facebook Cambridge Analytics fiasco that recently had Mark Zuckerberg testifying before Congress.

I have already written a couple posts on prepping for GDPR that you can read here.  More recent discussions have been about what some think regulators are going to be tough on when GDPR goes into effect.  Many of us think it is probable that the regulators will be going after large firms, rather than middle to small size firms, in the beginning. They will probably also target:

  1. Firms not doing anything to get into compliance
  2. Firms that can’t show why/how/where they are collecting data
  3. Firms with pre-checked boxes on their web forms
  4. Data breaches

Some think that regulators will encourage compliance by proactively enforcing the laws.

So, I think the key right now is to continue your GDPR preparations. (I hope you have started by now!). Document your efforts to show that you are trying to get into compliance.

The journey continues.

Cindy

DISCLAIMER THAT I am not an attorney so this should not be construed as legal advice. This post is MY interpretation of what I have learned about GDPR so far, as a marketer who tries to stay on top of audience development and marketing issues. Any legal instructions should come from an attorney with knowledge of GDPR regulations.

GDPR is (Still) Coming–Are you Ready? Part 2

Welcome to the Part 2 post about GDPR, the new privacy regulations that will impact marketers who reach the EU, effective 25 May 2018. Fines can be up to 4% of your gross revenue or 20 million Euros, so be prepared!

Part 1 discussed the regulations, the type of information impacted by the rules and how your organization might be affected. This post will give some ideas about how you can try to opt in the current EU names on your database, update online forms, and your website itself.

Forms

  1. Collect only data that you know you will use.
  2. Remove pre-checked boxes when people opt in/out of your brand’s secondary offers. People will have to opt in for additional offers.
  3. Consider a double opt in. There is when you send an email to the person who opts in, reconfirming that they really want to opt in.

Permission

  1. Make clear–by separating into distinct sections–the difference between accepting terms and conditions on your website and opting in/out of offers.
  2. Offer a list of specific areas of interest that recipients can choose to receive information about, allowing the recipient to check yes or no to each one. Again no pre-checked responses (See #2 in forms).
  3. Ask how people want to be reached: telemarketing, email, direct mail. This is not required, just a suggestion.
  4. Offer a way for people to change the frequency of receiving messages (which may eliminate some permanent opt outs) as well as a way to opt out of everything.

Privacy

  1. Update your privacy policy to include information about GDPR and how you will use collected information.
  2. Note that website cookies are also impacted by the regulations. Consider having a message about cookies pop up when someone comes your website. On a recent trip to Italy and France, cookies message popping up on virtually every website I visited.

If you want more detailed samples of some of these items, feel free to contact me.

The journey continues.

Cindy

DISCLAIMER THAT I am not an attorney so this should not be construed as legal advice. This post is MY interpretation of what I have learned about GDPR so far, as a marketer who tries to stay on top of audience development and marketing issues. Any legal instructions should come from an attorney with knowledge of GDPR regulations.

GDPR is Coming–Are you Prepared? Part 1

Apologies in advance that this post is so long. There is a lot of information to cover…

GDPR is THE hot topic for many businesses right now—what is it? How will it impact US based marketers? And how can we prepare?

GDPR is the acronym for General Data Protection Regulation, the sweeping new privacy laws impacting companies that collect and use personal data from people residing in the EU. Customer privacy is the main reason these new regulations were created. They will impact the way that companies collect, use, and update data on current and new customers.

These new laws go into effect 25 May 2018 –Less than three months away!

The penalties for not complying are stiff– the greater of €20 million or 4% gross revenues.   That’s why it’s so critical to have an organizational plan for dealing with customers from the 27 states of the EU.

I have attended two webinars, talked to people, and done a lot of online research about GDPR in recent weeks to learn more about these new regulations. The legislation is long, wordy, complicated, and a little unclear with direction for exact requirements to avoid problems. Very convenient. The key to success will be to have an organizational plan for how to deal with these changes.

There are a plethora of checklists online that your organization can use to better understand GDPR and implement a compliance plan. I’ve synthesized a couple of them here into six key steps:

  1. Understand the law—the new regulations were basically created to ensure user privacy. There’s no differentiation between business and personal use. Both the companies collect the data and send out messages hold some responsibility for the data usage.
  2. Know which data is regulated—
  • Basic contact information (ie. Name, mailing address, etc)
  • Web data such as location and IP address
  • Health and genetic data
  • Biometric data
  • Racial or ethnic data
  • Sexual orientation

We are accountable for the data we hold

  • Why are we collecting certain data points?
  • How did we get the data?
  • How long will we retain the data?
  • How secure is the data?
  • Do we ever share this with a third party? How are their procedures?

Other privacy issues that the consumer have include the

  • Right to be forgotten
  • Right to opt out at ANY time
  • Right to review why/how data was collected
  • Right to access data
  • Right to data portability, meaning take it with them if they move/change jobs/etc
  1. Review current data collection, storage procedures, privacy policies.    
  2. Update current EU customers on your database, forms, and privacy policies.
  3. Run a gap analysis on website/data collection flow and implement additional changes as needed. In addition, educate other departments about the new rules.
  4. Reevaluate and revise as needed.

Other terms and changes we need to be aware of:

  • The GDPR considers three types of roles within organizations:
    • Controller—who determines the purpose and means of data collections (the “how” and “why”)
    • Processor—who processes the data on behalf of the controller.
    • There will be cases where publishers can be both a controller and a processor, in the case where we send out an email for a client.
  • Appoint a data protection officer (DPO), to oversee and manage GDPR program. Technically only certain organizations need a DPO, but pretty much everything I’ve heard says that for good business practices most organizations will appoint a DPO.
  • Prepare for data breach. Any data breach should be reported within 72 hours. The webinars I listened to say that’s almost impossible– but that’s the guideline. An interesting fact that that I heard is that 75% of data breaches are caused by internal personnel. So any staff that sends out emails needs to be educated on the new laws.

Part 2 of this post will offer some steps to  properly vet current names on your database and update your websites.  It is now posted and can now be found here.

One of my favorite more detailed checklists online can be found here.

DISCLAIMER THAT I am not an attorney so this should for sure not to be construed as legal advice. This post is MY interpretation of what I have learned about GDPR so far, as a marketer who tries to stay on top of audience development and marketing issues. Any legal instructions should come from an attorney with knowledge of GDPR regulations.

The journey continues.  Cindy

The Case for Audience Development Professionals as Content Marketers

Experienced magazine audience development professionals should be perfectly poised to be online content deliverers. Every day we communicate with customers and gather or update their demographics; we build, maintain and update databases; we deliver a brand to a targeted audience; we analyze our customer profiles and find new audiences; we test new technologies and channels; and we deal with customer service issues.

However, I deal with media/information companies who still keep the magazine audience development experts in distinct silos from online content.–often with a very firm wall between these groups. I don’t understand this.

With the skills we have and our knowledge of the audience database, we should be able to help you push electronic content/offers in many forms: e-newsletters, white papers, research, event attendees, video, etc. The final form of the offering is what has changed, not necessarily the methods of reaching your targeted audience.

There are certainly areas of the online marketers expertise that might be different, including technical knowledge of the online platforms that are used to promote your brands.  Combining the competence of these two areas can create a powerhouse marketing area that helps deliver your content to reach advertiser goals and get more awareness for your brands and visitors to your sites.

The journey continues.

Cindy

5 Ways to Jumpstart Your New Year Marketing Efforts Now

It’s tempting to glide though the occasional slow work days of this holiday season, doing the bare minimum to be (look?) productive. Then, January 4th hits and wham! we rocket into gear. We get demands from all sides and feel behind before the first work week of the new year is complete.

I think now is a great time to mindfully review the current year’s work and make some plans for the upcoming year. We often move so quickly through our daily tasks we don’t have time to actually think.

Here are 5 ideas you can do now to get ahead before the new year even starts:

  1. Update results from your recent email/telemarketing/social media/mail campaigns in a single marketing plan. Any surprises? What can you test for next year? Efforts you can shift in your campaign? List them in an Excel or Google doc now, when fresh in your mind.
  2. Spend some time browsing your competitors’ websites. How are they capturing new visitors, renewing people? What demographic information are they collecting?
  3. Spend more time online looking at websites of brands that you admire. What ideas or techniques can you borrow for your own brands?
  4. Research one marketing channel that you don’t know well but are interested in trying next year. A few examples might be paid social media, re targeting ads, applying data analytics, and implementing more automated (drip) marketing techniques.
  5. Learn more about your current vendors’ capabilities that you might not be using now. It’s possible you can get more out of your current providers…at no or low cost.

If you do even one these things it will spur ideas, invigorate your workday, and hopefully end up expanding your capabilities, knowledge and experiences.

Plus, it can be invigorating to change up our everyday routine.

The journey continues.

C

7 More Email Testing Ideas

Testing should be an integral part of your marketing campaigns, especially email efforts. Many of today’s platforms make it easy to set up and monitor your results.

To create a test, you set up an A/B split of your list before your email goes out.  Most email platforms make it simple to do this, if you are a novice.  An A/B split means that 2 lists will get the same effort with a single difference in the marketing effort.

Why do this? One change can get a 1%, 5%, 10% improvement over the control effort. The more you learn about your audience, the more you can improve your response rates and customer engagement.

Regular followers and my clients know this is a fundamental tenet of mine. I have written about basic testing ideas before and spoke about this topic at the AAMP conference last month.

Here are 7 new ideas for you to test:

  1. The day of the week emails go out. Weekend emails can work for some industries, including IT.
  2. Separate out the personal email addresses from business email addresses. Send to the assumed personal domains (ie. Google, Comcast, AOL, etc) in the evening or on weekends.
  3. Different offer or premium
  4. Responsive design vs. static design
  5. Copy heavy vs. light copy with same design
  6. Same copy with a lot of white space vs. design-centric piece (vs. text only, if you have large enough list for A/BC split)
  7. If you have multiple email platforms available to you, test sending the same message at the same time on both platforms. Do you see a difference in emails delivered and opened?

You can even send out an A/B test email to a portion of your list, then roll out the winning email to the rest of your file. Key is to test just ONE element to be able to accurately gauge your response rates.

The journey continues.

Cindy

AAMP Meeting & Presentation

Last week I gave a presentation at the annual AAMP  annual conference (Association for Audience Marketing Professionals) in LA.  My husband Bob Kennedy, who works for Omeda, and I did a joint presentation on Deep Dive into Email Marketing.  We discussed database quality, ways to build your database, and best practices for email today.  The latter might change by 2018, since technology and recipients’ expectations seem so fickle.   This was a first for us–and I think it was a success!

Here is a copy of our final presentation, if you want to learn more about email marketing today: Cardinal-Kennedy AAMP presentation 9-17 V7

I attended and presented at AAMP several years ago, and this year surpassed my expectations. It was great to interact with so many audience marketing professionals and long-time friends, who are facing similar work struggles.  Knowledgeable speakers with fun networking events make for a worthwhile show.

Contact me if you have any questions about our presentation or topics.

The journey continues.

C

P.S. Bob and I  put a lot of time into this presentation. Please don’t “steal” our slides to use as your own, unless you ask expressly for permission to do so.

Email Best Practices–Ideas You can Use Now

Email best practices change as technology, habits, and consumer preferences change. Here are some of today’s best practices for business emails looking for action from the reader (ie. subscribe, renew, download).

  1. Easy to scan and read. Busy people don’t want to read long, bloated messages and fluff. Be concise, clever, with a clear message and offer. Include response buttons in your HTML formats, since people can then jump right to the action.
  2. Responsive design templates.   Recipients are reading your messages on phones, tablets, computers. Does yours look good on all devices? If not, they may be quickly deleted.
  3. Incorporate video, if it makes sense in offer. Might be useful in new product introductions. Video can improve open rates 5x and response rates 8x, according to HubSpot.
  4. Stop sending emails to your entire file thinking it will increase response rates. It won’t. Find the BEST group to target, then send them a specific message. Speaking to the individual has been shown again and again to improve response rates and avoid list fatigue and hurt sender scores.
  5. Test, test, test! Another mantra of mine, most automated email platforms make it simple to test—copy, format, layout, response vehicles, color, message, etc.  A small change can have a big impact on your final effort results.
  6. Track your results and adapt future efforts based on open rates/responses/quality of responses.

By incorporating some or all of these items, hopefully your programs will become more effective, your database more vibrant, your organization more profitable. Many of these ideas can also apply to e-newsletters, shared blog posts, sponsored messages, and other emails geared more for “reading only”.

This is just a snippet of the presentation Robert Kennedy of Omeda and I are giving at the AAMP Conference, in LA on 9/14. There is still time to sign up for the one day event “Own your Audience. Build your Revenue” here.

The journey continues.

C

4 Ideas for Re-Engaging Inactive Customers

How fresh is your customer list? Business email data decay rates vary depending on industries reached, but the research I found shows an average of 25-30% annually. Several reasons for the data degradation are that people switch jobs, they stop using old email addresses, and companies change names or get bought out by other firms.

Many B2B firms have to renew their magazines subscriber lists for USPS and audit bureaus. But, they don’t regularly update other list segments, including e-newsletter lists. This can hurt email send scores, delivery, email reputation. Response rates for other offers also plummet.

You don’t necessarily need to replace all the inactive email recipients. Universes are limited. Previously engaged people already know your brands. I have found that it is usually less expensive to try and re-engage some of your older or inactive customers than to get all new users.

Here are 4 simple, cheap offers you can test now to re-activate unengaged customers on your database:

  1. A freebie offer of another brand component can be a quick effort, to see if someone is still using that email address. It can be something inexpensive, but with perceived value to your customer—a white paper download, a sister magazine, a free e-newsletter, an Infographic.
  2. A short request or survey to update demographics or continued interest in your brand. This can be a separate email, or a simple click option embedded into an existing e-newsletter delivery.
  3. People love badges! They include in their email signature lines, LinkedIn profiles, etc. Ask customers to get involved on a research/hot topics/editorial panel. If they express interest and respond to follow up offers, then create and send them a digital badge. Bonus, those badges also spread the reach of your brand.
  4. Email offer to win cash or prize for updating demographics. You may have to include some legalese in your effort, but people love cash or cash gift cards.

If none of your re-engagement efforts work, then it’s time to think hard culling your current lists. Meanwhile, you should have some ongoing efforts to recruit new customers, so your data does stay fresh.

The journey continues.

Cindy