WELCOME EMAIL REVIEW Ideas to Make Your Business Flourish Connie Harrington, Strategist Accende Consulting
Jan 12, 2015
WELCOME EMAIL REVIEW
Ideas to Make Your Business Flourish
Connie Harrington, Strategist
Accende Consulting
Benefits of Effective Email Welcome Program • Gets customers engaged from
the start which reduces future
list churn and spam complaints
• Introduces customers to entire
email program
• Encourages customers to
perform key functions, such as:
• Confirm preference profile
• Provide additional contact details
• Take advantage of an incentive
68%
32%
Companies Sending Welcome Message
Yes
No
Source:
Silverpop (2011)
Opportunity Companies are using timed series of welcome e-mail series to:
• Provide greater brand insight
• Highlight offerings
• Collect additional customer data via surveys or polls
2
Welcome Email Best Practices • Merge confirmation and/or transaction
into true welcome email
• Send welcome ASAP – the ideal:
within 10 minutes of sign-up
• Include “thank you” in the message to
show appreciation
• Remind new subscribers to add you to
their whitelist
• Include a link to online preference
center
• Tell subscribers how often to expect
emails
• Link to privacy policy and unsubscribe
page
• Consider expanding welcome email
into a welcome series
Source: Email Institute (2010)
3
B2C Welcome Email Metrics
• 77% send welcome emails within the first
24 hours
• 76% explain the benefits of being a
subscriber
• 87% include a home page link
• 24% include progressive profiling (asking
subscribers for more information about
themselves to boost relevancy in future
emails)
• 9% use a welcome series of two or more
emails
• 89% send HTML emails
• 68% ask for address book add
• 71% are fully CAN-SPAM compliant
• 15% include “forward to a friend” link
Source: Responsys and Smith-
Harmon (2009)
4
Key Welcome Email Elements • Content
• Use white space and clear, simple writing to
enhance readability
• Use the same “from” address that will be used
in other communications
• Set expectations of future email deliveries
• Tone • Personalize with customer’s first name
• Extend appreciation for choice to sign-up
• Reflect brand voice to establish consistent
interactions with customers
• Rewards • Reinforce benefits of sign-up
• Surprise new contacts with an immediate
reward for sign-up
• Offer incentive within first 30 days
5
Key Welcome Email Elements (continued)
• Segmentation • Send distinct email stream to new
customers
• Differentiate welcome emails based on
sign-up location and/or product selected
• Solicit data via preference center and
respond with targeted content
• Design • Use HTML and mirror corporate website
• Reflect brand visual identity, but ensure
primary content is accessible in images-
off environment
• Convey email purpose via a pre-header
• Optimize for mobile viewers; include
phone number near top for on-the-go
interaction
Opportunity Welcome emails enjoy
high open and click
rates*
• 57.8% total open rate
(14.7% for all other
messages)
• 14.4% total click rate
(vs. 2.7% for all other
messages)
*Source: Experian
Marketing (2010)
6
Key Elements of Email Engagement
Primary drivers in successful email
engagement include:
• Time – delivering short, easy sign-up
process and timely communications
delivered when expected
• Trust – making customers comfortable
so that they are willing to hand over
personal information and conduct
transactions
• Interest – providing engaging content
that is relevant to customers
• Value – answering the question:
“what’s in it for me?”
7
Source: Email Institute (2010)
WELCOME EMAIL
EXAMPLES
8
Example #1
Features • Employs clean design
and layout style that
reflects brand
• Reinforces benefits of
sign-up
• Links to shopping site
• Asks for address book
add
• Supports key message
delivery in images-off
environment
9
Example #2 Features • Uses content blocks to
differentiate key
message focus areas
• Thanks subscriber for
sign-up
• Sets email content
types and frequency
expectations
• Promotes
complementary
offerings
• Encourages contact list
add
• Provides free offer to
reward sign-up
10
Example #3
Features • Includes letter from key
individual to facilitate feeling
of personal connection
• Identifies benefits of sign-up
• Provides clear action links
• Encourages participation in
social communities
• Highlights mobile
communications opportunities
11
Example #4
Features • Provides navigation that
mirrors web site on top and
bottom
• Highlights relevant new
member gift to encourage
using site
• Includes call-out that details
how to get started using site
functionality
12
Example #5
13
Features • Provides physical store
addresses based on
contact’s location
• Includes brief poll to
solicit preferences
• Outlines sign-up
benefits
• Links to reference
information on site to
address key questions
WELCOME EMAIL SERIES
OPPORTUNITIES
14
Benefits of a Welcome Email Series
• Capitalizes on contacts’ high initial
attention
• Facilitates education on offerings
• Drives contacts to next-level
relationship
• Allows sustained brand reinforcement
• Supports phased data collection to
foster targeted messaging
Email # 1
Email # 2
Email # 3
Opportunity
A welcome series typically sees 2x the lift in terms of welcome
program response.
Source: Epsilon
15
Example #1: Basic Welcome Series (1 of 2)
1
Message #1
Features • Simple,
conversational
message that
welcomes
subscriber to
community
• Includes links to
key web sections
16
Message #2 Features • Provides step-by-step instructions
on site functionality
• Links to web store and blog for
additional resources
2
17
Example #1: Basic Welcome Series (2 of 2)
Example #2: Extended Welcome Series (1 of 5)
Member Mail #1: Welcome 1
18
Features • Sustains member
engagement focus for full
year
• Mixes education, brand
awareness and revenue
generation opportunities
• Features member-submitted
photos to build sense of
community
• Aims to foster member
dialog and collect preference
data to target content
• Member Mail #2: Email Preferences
• Member Mail #3: The Co-op
• Member Mail #4: The Dividend
2
3 4
19
Example #2: Extended Welcome Series (2 of 5)
• Member Mail #5: Visa
• Member Mail #6: Stewardship
• Member Mail #7: More Benefits
5
6
7
20
Example #2: Extended Welcome Series (3 of 5)
• Member Mail #8: Educational Opportunities
• Member Mail #9: Online Adventures
• Member Mail #10: See the World
8
9
10
21
Example #2: Extended Welcome Series (4 of 5)
Member Mail #11: Outlet Shopping
22
Example #2: Extended Welcome Series (5 of 5)
11
Award-winning, year-
long engagement
campaign culminates
with a one-year
anniversary message
(not shown)
Keys to Optimized Welcome Series
• Create distinct email stream for new contacts
• Migrate new contacts to regular communications at
welcome campaign end
• Consider cadence – capture interest without creating
overwhelm
• Use subject line to differentiate welcome emails from
transactional emails
• Focus on one concept per email
• Preview next welcome series email in the current one
• Take a phased implementation approach by
improving current welcome messages while
designing series
• Test quantity of messages, subject lines, designs,
timing, incentives, etc.
• Monitor performance and, if possible, compare to
prior approaches to demonstrate ROI
Opportunity
In 2009, just 9% of
brands used a
welcome email
series.
Source: Responsys
& Smith-Harmon
23
SUMMARY & RESOURCES
24
Recap of Key Opportunities • Capitalize on new contacts’ high
attention level with well-constructed
welcome messages
• Target goals to achieve with introductory
message(s), such as: • Reinforce brand
• Confirm transaction
• Collect contact data
• Maintain top-of-mind visibility with an
welcome series • Build trust-based relationship through meeting
delivery expectations and phased information
collection
• Test parameters to ensure right fit for audience
needs
25
Opportunity
New subscriber email
activity nearly doubles
activity by all other
subscribers (34% vs.
18%)
Source: Epsilon, June/July
2011
Useful Online Resources
Online Research Reports
Retail Welcome Email Benchmark: Results of survey of
112 of the largest online retailers published by Smith-
Harmon (March 2009)
>> View Report
How U.S. Marketers Use Email: Survey of 252 interactive
marketers on email trends and tactics published by Forrester
(May 2011)
>> View Report
26
Online Welcome Email Galleries
Email Institute Email Gallery: Many welcome messages (and other
email samples), searchable by industry and other parameters
>> View Gallery
Email Sign-Up and Welcome Messages: User-compiled welcome
and sign-up messages for both mobile and desktop readers
>> View Gallery
27
Useful Online Resources (Continued)
28
THANK YOU