In my travels as a market analyst, a top question I'm consistently asked by email marketers is, "What should my campaign frequency be?"
What people are really asking is, "How many times can I email my customer before they complain and I get diminishing returns?" At industry events, I regularly encounter passionate sidebar conversations about frequency, almost as if we're all singing along to the REM tune, "What's the Frequency, Kenneth?"
My answer is simple: Send when the email is relevant.
E-mail marketers should think of frequency as equaling relevancy, and relevancy is equal to our ability to anticipate specific customer needs by understanding behavior and lifecycles. A still easier method is to think in terms of continuity. I suggest we forget the f-word (frequency) altogether and think in terms of continuity instead. E-mail shouldn't be viewed as a single event that happens X number of times a month, but rather as a tactic to push the customer through multiple steps, steps tied to a lifecycle.
Consumers don't think in terms of a set frequency of promotional messages. A Jupiter Research survey found consumer preference for email frequency is inconsistent. When respondents were asked to choose between weekly, biweekly, monthly, or bimonthly, none won out. Less than a third of respondents chose each option.
A similar survey question posed to marketers found that overwhelmingly, marketers had locked into a set frequency of weekly, biweekly, monthly, or bimonthly. In this survey, only 16 percent of marketers triggered the frequency of their campaign to a specific customer event (e.g., cart abandon) or a specific lifecycle (e.g., product). Such low adoption presents a tremendous opportunity to use continuity to improve the relevancy of email campaigns.
When crafting relevant offers, marrying the correct content to the right segment is the more difficult leg of the relevancy riddle. The other leg -- frequency -- is much easier to manage, even without sophisticated segmentation.
Try these examples:
Adopting such an approach helps limit overexposure, a perception your email is irrelevant, or, worse, that it's spam. To effectively execute a lifecycle-driven continuity approach, you need technology that allows for a mailing governor.
A mailing governor is a set of rules that guides and limits the frequency and recency of campaigns. One challenge of moving to a more continuity-oriented campaign is lifecycles and events may overlap, actually causing the customer to get more mail than before.
To guard against this, set frequency and recency caps, rules that govern how often customers will get email from the sending corporation. If you have multiple business units vying for the same customer list, use product or campaign profitability as the primary means to determine which division gets to send mail first. By doing these things well, you can limit the number of overall messages and only send the ones that are highly profitable and relevant to customers.
Next time someone asks what your frequency is, tell them you've switched to an entirely different spectrum and you're now dialed into relevancy.
David is off this week. Today's column ran earlier on ClickZ.
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For more than 20 years, David has been an industry proponent. Direct Magazine said David is "one of the most influential experts in email marketing, if not the most influential." Co-author of "Email Marketing An Hour A Day," David has held senior level positions at Forrester and JupiterResearch, Apple, Anthropologie, MacWarehouse, Proteam, and retailers that dotted the early days of CompuServe. David advises many industry organizations including the OTA, DMA, eec, and has been a contributor to the Weekend Today Show on NBC. Learn more about connected marketing and download free research with registration here. Follow David on Twitter @emaildaniels and learn more at www.relevancygroup.com.
June 20, 2013
1:00pm ET / 10:00am PT