An email marketing list, and the marketing that follows, is not simply about numbers… it’s about adding value to both your brand AND the consumer. Unfortunately too many are simply banging away at the numbers.
Consumers do not owe you their attention, and they certainly do not owe you their “permission.” We need to EARN it… permission is earned through quality content and offers, genuine interest in and deep understanding of consumer preferences/needs, and a consistent track record that builds trust. Keep the trust, keep the permission, keep the customer.
It’s not just the volume or brilliance of content that matters, it’s how that content relates to them. If content is not relevant, it’s nothing more than a waste of your time and a reason for the consumer to take away permission for ongoing interaction with you.
People must come first – in your growth strategies, in your marketing plans, and in every interaction that you have. Brands are running headlong into brand equity destruction through incessant overuse of their email list and “permission,” and incessant digital spamming. The rise of retargeting and digital yield techniques is killing brands, and brand equity for the long-term. How many brand managers, and more importantly CMOs, bother signing up for their own email distribution lists, or shop their brands from an anonymous browser to experience what their customers are being subjected to… I would venture a guess close to zero. Customer experience is no longer simply about product, delivery, and service, but about how the customer experiences our marketing.
Permission, and it continuing unabated, is your ROR, #RonR (Return on Relationship).
The thought process around Customer Experience must start including the Customer’s Experience with your Marketing…. especially your Email Marketing.
This first appeared on TedRubin