Do you know all the ways subscribers can get on your lists?
Are you sure?
I recently used the contact form belonging to a marketing company to inform them that someone had stolen my email address from their database and I was receiving spam to the address only they had.
They had an opt-out link on the form, allowing me to opt-out of personal contact and a demo of their product. But that opt-out didn’t translate to not adding me to their marketing list.
When I contacted the person who was talking with me about the address leak, he told me it was the contact form that led to my address ending up on their marketing list. I asked, just to make sure, if I did remember to check the opt-out link. He confirmed I had, but there was an oversight when they updated their contact page and there was no opt-out for marketing mail.
I believe that the majority of delivery problems for real companies that “only send mail with permission” come from these types of oversights. The biggest problem with these oversights is how long they can go on until companies notice the effect. With the overall focus on aggregate delivery statistics (complaint rates, bounces, etc) oversights like this aren’t noticed until they cause some massive problem, like a SBL listing or a block at a major ISP.
The company involved in this most recent incident was very responsive to my contact and immediately corrected the oversight. But there are other companies that don’t notice or respond to the notifications individuals send. This leads to resentment and frustration on the part of the recipient.
Every company should have at least one person who can account for every address on their marketing list. Who is that person at your company?
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