Expectations

One of the themes I harp on with clients is setting recipient expectations. Senders that give recipients the information they need to make an informed subscription decision have much higher inbox and response rates than senders that try to mislead their recipients.
Despite the evidence that correctly setting expectations results in better delivery and higher ROI on lists some senders go out of their way to hide terms from recipients. I’ve heard many of those types of comments over the years.

If we tell recipients how often we’re going to mail them, we don’t think they’ll opt-in.

If you mail people, even those who have opted in, more than they want to be mailed, then they’re going to complain or ignore your mail. And that results in poor delivery. If you’re mailing so much even you think it’s going to drive subscribers away then maybe you need to re-think your email program.

They opted in at one point, and even though they opted out, we thought that they’d be interested in these other things we’d like to sell them.

No, the recipient opted out. An opt-out should be persistent. You cannot arbitrarily decide to opt your unsubscribes back into a new list. That’s going to cause you problems, either with your ESP or your subscribers or both.

We don’t care if the addresses don’t belong to the people who submit them, we’ll just mail those addresses anyway.

If you mail addresses that belong to people who never opted in to your mail, then you’re spamming. There are certain lists that are targets for this kind of abuse, usually partisan or highly political lists. That just means that the senders need to be even more careful about their subscription policies and setting expectations. Failure to do so results in delivery problems at major ISPs.
Setting expectations and listening to recipients is a vital part of successful delivery. Your recipients are your best allies in getting mail delivered to the inbox. Trying to deceive them or second guess their desires leads to diminished returns. Not only are you spending more money and time in strategy, but the more complex the system the less likely it is to be right.
Be clear. Be honest. Be recipient friendly.
 

Persistence of unsubscribes
Is there really one way to email successfully?

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Setting expectations at the point of sale

In my consulting, I emphasize that senders must set recipient expectations correctly. Receiver sites spend a lot of time listening to their users and design filters to let wanted and expected mail through. Senders that treat recipients as partners in their success usually have much better email delivery than those senders that treat recipients as targets or marks.
Over the years I’ve heard just about every excuse as to why a particular client can’t set expectations well. One of the most common is that no one does it. My experience this weekend at a PetSmart indicates otherwise.
As I was checking out I showed my loyalty card to the cashier. He ran it through the machine and then started talking about the program.
Cashier: Did you give us your email address when you signed up for the program?
Me: I’m not sure, probably not. I get a lot of email already.
Cashier: Well, if you do give us an email address associated with the card every purchase will trigger coupons sent to your email address. These aren’t random, they’re based on your purchase. So if you purchase cat stuff we won’t send you coupons for horse supplies.
I have to admit, I was impressed. PetSmart has email address processes that I recommend to clients on a regular basis. No, they’re not a client so I can’t directly take credit. But whoever runs their email program knows recipients are an important part of email delivery. They’re investing time and training into making sure their floor staff communicate what the email address will be used for, what the emails will offer and how often they’ll arrive.
It’s certainly possible PetSmart has the occasional email delivery problem despite this, but I expect they’re as close to 100% inbox delivery as anyone else out there.

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Just Leave Me Alone Already

I tend to avoid online sites that require you to register and provide information including email addresses. In my experiences companies cannot resist sending email and my email load is extremely heavy and I want less email, not more. Sometimes, though, what I need to do requires an online registration and giving an email address to a company I would really prefer not to have it.
Recently, I had to register online with AT&T Wireless. My iPhone was getting repeated text spams and I wanted it to stop. The only way to do this is register online. Registering online required giving them an email address.
The text spam has stopped, but they have been sending me almost daily emails since then. Each email has an opt-out, and I have availed myself of every opportunity to opt-out. Each opt-out link takes me to a different site, a different page, a different process.
In two of the cases, AT&T seems to be violating the new CAN SPAM provisions. For one, I had to tell them what I wanted to opt-out of (email or phone) and then was taken to a page where I had to input my cell number, my email address and request to be removed. In another case,  I was forced to login to my online wireless account and then was able to change preferences. In only one of the 3 opt-outs I have requested, was the opt-out form actually a single click, just requiring my email address.
I am wondering just how many mailing lists AT&T added my address to and how often they will continue sending me mail after their 10 days are up. It is this level of frustration, that mail just keeps coming and coming and coming even after the recipient has repeatedly attempted to opt-out, that causes people to hit the “this is spam” button on mail that the sender thinks is opt-in.
But, really, AT&T, please stop sending me mail that I never asked for, and that I have repeatedly asked you to stop sending me by jumping through your hoops. Oh, and you may consider sharing the opt-out data with all the same internal groups that you shared my email address with initially.

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