We did a weird thing this week. Pretty much the opposite of apparently good marketing practive. We pro actively tried to reduce the size of our mailing list.
Why? Well a number of reasons, primarily driven by the fact that we were about to go over a monthly price threshold in our email provider’s pricing options. But the list felt like it was getting a bit dated with open rates languishing and some names having been with us for up to a decade. We’d recently run a prize draw which rewarded people for referring “friends”. It was clear from a look through some of these email addresses that they were in fact second or third emails belonging to our original subscriber. We don’t want to be paying to send duplicate emails to people and people don’t really want to be receiving duplicate emails.
Before taking action I researched my options. Most email service providers actively encourage companies to regularly prune their lists. They advise kicking off the least active subscribers and even help you to do this by awarding subscribers between 1 and 5 stars. They suggest deleting out those with only 1 and 2 stars. I thought this was a pretty good idea until I started clicking through our list and found plenty of 2-star people that had relatively recently opened emails from us. That’s a fairly engaged potential customer in my book and not one I want to lose from my list. I’m sure they won’t have appreciate the sudden silence from Musicademy either.
I was also aware that the accuracy of the tracking of email opens less than perfect so I could end up deleting someone that always opens our emails but simply doesn’t display the images.
I decided it was worth sending a short email out with a relatively stark headline. I’ve copied this below:
You’ll probably be aware that I (Marie) am also a digital marketing practitioner (see the Facebook Marketing ebook I’ve recently written) so for those who are interested here are the things I decided to do:
Actually quite surprising. Yes we had more unsubscribes than usual. And for once I was happy with that. But it wasn’t anything like as overwhelming as I had feared (I guess a lot of our inactives simply have our emails going to spam or are a relatively dead account which isn’t yet giving Mailchimp a hard bounce).
We had an unsubscribe rate a lot higher than our regular mailings. About 35 in every thousand people wanted to unsubscribe. So we met the main objective of the mailing which was to slim down our mailing list. But it also yielded lots of other unexpected benefits.
I decided (as I am wont to do) to share the story on Facebook. The result:
I’ve had emails from marketers on our mailing list saying “Great idea. Would you mind sharing your results. I’ve a client that might be interested in this approach.” So hence I’m writing this blog post.
We’ve also received (and I genuinely didn’t expect this) a ton of unsolicited customer reviews including some that gave us some helpful customer insight. I’ll share a few here. I said we had been overwhelmed! Thank you so much if you appear in this list:
I particularly liked this comment from Alun “I was impressed with the email, you’re the only company on my subscription list that’s done this and I think it deserves respect. It’s another clear indication of your openness and integrity. Well done, keep up the excellent work!”
So all in all, a very effective exercise. We’ve slimmed down our mailing list a tiny bit, we’ve engaged positively with some of our most dedicated “fans” and customers, we’ve learned more about the people on our subscriber list, we’ve been made to feel really, really good by loads of customers and we have a load of positive reviews which I am sure I can find a good use for!
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