3 Signs of Inbox Exhaustion & 3 Strategies to Fight It
Josh Nason, one of our good friends at SendLabs (check these guys out) recently wrote a post about inbox exhaustion. Josh defined inbox exhaustion as "you send to your list way too much, wearing them out and causing them to unsubscribe or worse, file a spam complaint." If you haven't read their post, check it out!
Why is this whole concept of inbox exhaustion important to understand? One word: TRUST. Especially if you're a small business. These days, people expect to get bombarded by the big box stores with deals and offers. Most customers don't have a personal relationship with these businesses. They (customers) just want the next great discount from a place like Kohl's.
Small businesses, on the other hand, work very hard on a daily basis to build relationships with their customers to gain trust. Once you have a customer's trust, you work even harder to maintain that trust. You nurture that trust like you would nurture your own child. So avoiding inbox exhaustion in your small business email marketing strategy is all about nurturing your subscribers' trust to continue winning their business.
So, how can you tell if you're creating inbox exhaustion? And, more importantly, how can you mount a coordinated effort to stop it? Josh touched on these, but we want to drill them home. Here are 3 signs you've created inbox exhaustion and 3 strategies to combat this "disease".
3 Signs You've Created Inbox Exhaustion
- Steep decline in open rates - Many email marketers would argue that open rates are not a good KPI (key performance indicator) by which to measure email marketing success. Quite the contrary, especially when you're trying to determine if you've created inbox exhaustion. Keep a vigilant watch over your open rates for each campaign you send. If you've built your email marketing list organically (signup box at checkout, website signup, etc.), then it's reasonable, based on our experience working with clients, to expect to see open rates that exceed the "industry standard" of 15-20%. If you notice a steep decline in open rates across 2-3 email campaigns, that should be an immediate red flag that you've started to create inbox exhaustion.
- Steep increase in unsubscribe rates - This is as obvious as the nose on your face. If your subscribers are opting out faster than a cat runs away from water, you need to immediately stop sending campaigns on the "schedule" you've developed.
- Steep increase in spam complaints - Spam complaints are death in email marketing. The more spam complaints you get from subscribers, the quicker you will end up on the ISP (internet service provider) Black List. Once you've hit this list, you have a bigger fight on your hands than you can handle. You'll need to work with your ESP (email software provider) to work with the ISPs to get off the list. But, you can avoid this "near-death sentence" if you exercise good judgment from the start of your email communication efforts.
Ok, now you've identified inbox exhaustion in your email marketing strategy. Now, what can you do to start combating this disease? Here are 3 strategies you can deploy stat.
3 Email Marketing Strategies to Combat Inbox Exhaustion
- Focus on rebuilding your list - As people start to unsubscribe, you start seeing your database decrease in size. You're reaching less people with your email messages. All hands on deck. You need to develop a list building strategy to acquire new subscribers who are interested in your business/products/services. Check out our blog post for 3 easy tips to start collecting email addresses.
- Less IS more - First, stop sending email campaigns for a month. It's crazy, and some would argue it's a waste of time. Use the down time to regroup and create a schedule of when you're going to send your campaigns. We would recommend no more than 2 emails per month, one at the beginning and one at the end of the month.
- Shock & Awe - Finally, do something that will get your unengaged subscribers' attention. We recently did something like this with a client and provided the details of the effort in a blog post. Check it out. Don't be afraid to give something away. Something big. Remember, you're trying to get someone's attention that is ignoring you and immediately deleting every single email campaign you send. Start with the subject line and work from there.
What other signs have you experienced that you're creating inbox exhaustion? What other ideas do you have for combating this dreaded disease in the email channel? We'd love to hear your thoughts and ideas!
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