Marketing emails can be a great tool to boost sales. But to do so, you have to do it right. What do I say to my customers? And just as importantly, when do I say it and how often? These tips will make sure you’re emailing the right way, and will help you take your business to the next level.
Content and Relevance:
This isn’t Lord of the Rings and one email does not rule them all. In other words, what’s relevant to some customers won’t connect with others. For example, if you sell clothing, sending your male customers a coupon for a sale on ladies’ underwear is not going to get you very far. Worse yet, it might make the impression that your store specializes in women’s apparel and have your male customers looking elsewhere.
Tracking your customer information, such as gender and age, will help you send targeted emails, which will in turn increase your open rate. Tracking sales information will help you target as well. The above example was pretty simple, but what about a business that doesn’t make it as easy as splitting up your customers into a 50/50 (emails for males, emails for females) group?
If you sell a wide variety of items, such as pet supplies, it would make sense to track customers’ sales. If Susan has spent a year buying nothing but cat toys, would it make sense to send her information on a sale for all goldfish products? Probably not.
Keep in mind, there are times when it makes sense for you to send customers information about stuff they don’t typically buy. Keep this in mind for the holidays, when customers aren’t necessarily shopping for themselves. Speaking of appropriate times…
When to send an email is just as important as what to send. The sooner you send an order confirmation, the better. The longer the customer goes without receiving that confirmation, the more apprehensive he or she will be that something went wrong with the process.
Likewise, a shipment confirmation will also placate any fears that the order is NOT on the way. With the confirmation, include a realistic time that the customer can expect to receive the package, such as 3-5 business days.
Lastly, an email asking the customer how he/she likes the product is a nice way to wrap up the sale. It shows that you care that your customers receive their products as they wanted, when they wanted. Schedule this for a couple of days after the long end of your confirmation (using the above example, send the email on day six or seven). If you send this email too soon, it will have customers thinking they should have received it by now and something went wrong, when in reality the item is still on its way.
As far as emails that are intended to have customers buy again, research shows there’s certain times that will lead to higher purchase rates. Monday through Wednesday, as well as Sunday, have proven to be the best days to send your salesy emails.
On top of that, there are certain times of day that correlate with higher purchases as well. During the workdays, as well as during commutes home, have proven to be the best times to reach out to customers.
This last point is key, and can also be tricky to manage correctly. Email too often and you risk annoying the customer, who will in turn likely tag your emails as spam. Not good. Go too long without contacting your customers and you risk them forgetting about your company and going with a competitor. Also not good.
There’s no all-encompassing guide to point to that will provide best practices for all businesses, but as a general rule, you don’t want to email your customers more than once a week (with the exception of the aforementioned post-transaction confirmation emails), and you also don’t want to go more than a month without sending out your email campaign.
Hitting that sweet spot of perfect frequency will often depend on your business. For example, if you work in a subscription business, you’ll want to time replenishment emails with the frequency of the customers’ needs. If he/she buys dog food once a month, a reminder to place the order every three weeks would be appropriate, to give the customer some leeway and provide time for shipping. This way, the food will be there by the end of the month and Fido won’t go hungry.
This piece originally written for the blog of Spree Commerce.