Support

Should Email Marketing Offer Phone Support?

In email marketing, efficiency matters. You know it, we know it, everyone knows it. Margins are tight, teams are lean, and every added cost is scrutinised. So, it's no surprise that many SMEs avoid publishing a phone number altogether. But here's the tension: while removing phone support saves money, it can also erode trust — and trust … READ MORE »

Master The Art Of Saying Sorry

There are many skills required to reach the top, or even obtain moderate success, in email marketing, and one of the most difficult to master is the art of saying sorry. You’ll make mistakes. If they just cost a sale or two, the lesson is often worth the price. If you’ve upset one of your … READ MORE »

Generating Trust Is A Basic Requirement 

Let’s forget Covid. Instead, we should concentrate on the basics of email marketing to ensure we can move forward without worrying too much about what’s already happened. You can’t get much more basic than generating trust in your company. It’s a truism, but not all that helpful, to say that the best way of generating … READ MORE »

Advantages Of A No Blame Culture

Some years ago, way before I started in email marketing, I worked in another discipline, and discipline was the word. There were sanctions if you did anything proscribed, and there were lots of things proscribed. When new in the role, you can imagine how I felt when, during my first important job, I made a … READ MORE »

Improve Customer Experience With Newsletters

You are, hopefully, aware that you should not use newsletters to indulge in overt email marketing. What seems a little odd is that so few companies are willing to exploit email marketing to improve customer experience by, for instance, giving helpful information about products subscribers have bought from them. It is a type of personalisation. … READ MORE »

‘No-reply’ In Non-Marketing Emails

Don’t you just hate them?  There are very few absolutes in email marketing. It means you normally have to discover what’s hurting your RoI yourself, but some factors are obscure, and if everyone else does it, why shouldn’t you? That’s the mantra of failure. You have to find out what works for you. I am … READ MORE »

SMEs Can Compete With Online Multinationals

There was a recent article in a consumer magazine on the performance of big multinationals which sell online. Certain differences were highlighted.  They included, but was not specific to, email marketing. It might seem, as you have just a few thousand subscribers, they have nothing to fear from you, and you have nothing to learn … READ MORE »

Inform Your Subscribers During Lockdown

Over the last couple of days, I’ve received a number of marketing emails offering advice and suggestions for help during the lockdown in England. Some appeared hurried and most were generic. I can see the, rather obvious, intent of such offers as helpfulness brings its own reward. By being constructive and offering good advice they … READ MORE »

Generating Positive Reviews

It’s official; you can’t trust online reviews. A recent Which? report condemns them and you can’t get more immutable than them. Rather ironically, people believe the headlines rather than reading through the copy and understanding what the actual conclusions were.  For email marketing generally, reviews of service are infrequent. On the other hand, if your … READ MORE »

Post Coronavirus Exit Strategy

The government assures us that now is not the time to plan their exit strategy as there are too many variables. Others might think that, for small and medium sized businesses, now is the time to work out what you want to do, and what you need to do. Email marketing lends itself to home … READ MORE »

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