How to avoid email fatigue

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Email marketing continues to be the most cost-effective strategy for building and maintaining relationships with customers. According to the Direct Marketing Association, email returned $45.06 for every dollar spent on it in 2008. ROI is undoubtedly an important consideration, but dialing up the frequency of emails may be the wrong way to go if your objective is to retain subscribers and optimize deliverability and effectiveness. Targeting too broad an audience with irrelevant content and incessant emails can quickly lead to email fatigue.

After a record amount of email sent out from businesses during the 2008 holiday season (according to a Retail Email Index report), email marketers are going to need to work even harder to capture the attention of their customers in 2009. As such, what can email marketers do to keep their recipients interested and engaged? 

First and foremost, let's diagnose the problem
Email fatigue is the result of two things: mailing irrelevant content and mailing at too frequent a cadence. Put yourself in your customers' shoes for a moment: You've ordered from a company a few times during the course of a year, and now that you are on their general subscriber list, you are receiving weekly, or even daily, emails from them. In the beginning, you open each one, but since most of the emails aren't of interest to you, and they come so frequently, you start to ignore them. Whether or not you are still interested in their products, you are becoming disengaged with the brand because of the irrelevance and frequency of their messaging -- not the quality or usefulness of their products, necessarily. After a while, you have to delete a chunk of email from this company whenever you check your inbox. And eventually, you decide that the time has come to unsubscribe or hit the spam button and take care of the problem permanently.

Unfortunately, many marketers fail to recognize the symptoms of email fatigue until they've already lost a considerable number of subscribers. In truth, many marketers reason that email is terribly easy and cheap -- and so they'll send blast emails as long as they are generating enough response to justify their efforts. But if email is not used carefully, the initial cost and ease will backfire in the form of lost value for the brand. If the customer tires of the communication and opts to find another provider, the opportunity cost may be far higher -- after all, anyone may be able to afford mass emails, but can you really afford to fatigue your brand?

Permission is no quick fix for email fatigue
Many marketers wrongly believe permission is permanent, when that's simply not the case. Permission is not evergreen, nor is capturing it adequate for all purposes. A customer may express interest in receiving communications from you, but it is important to note that these preferences may change over time. To avoid losing potential revenue, marketers should continually refresh permission in order to keep pace with the ever-evolving needs and preferences of the customer. The best way to do this is to build in an interactive component into your mailings in which you prompt a response from the customer to continually solicit and eventually fine-tune your messaging just for them.

Signs and symptoms
So, how can marketers detect email fatigue before it sets in? Simply put, look no further than the results of any particular campaign. The metrics are available -- email affords the unique ability to look at deliverability rates, click-throughs, and actual sales. Pay special attention to these metrics and act upon them instantly. In truly effective email marketing, upfront cost should not be the main factor. Rather, email should be viewed as a valuable channel that can help build a long-term, brand-loyal relationship with your customer.

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John Fricks
John Fricks February 19, 2010 at 10:38 AM

here, here I say. Excellent commentary.