This is the first of a two-part series on social media and digital marketing. In this series, we’ll look at the advantages and disadvantages of using social media, and how to ensure your social media efforts don’t interfere with your email marketing efforts.
Every day, it seems, a new channel pops up for marketers to use to get their messages out to the public. Many now use Facebook, Twitter, and YouTube (when video is applicable) to promote their products and services. Other sites such as Pinterest, Google+, and Foursquare are also gaining traction. Too often, though, marketers treat these various channels like baseball cards, trying convince the public to “collect ’em all.” To achieve this, marketers will use a teaser process to get people to connect to them on every channel. An email with a link to a coupon takes the recipient to the company’s Facebook page, where the person has to click the “Like” button to receive the coupon, and on the Facebook page, there is an announcement that you’ll have to follow them on Twitter to get special daily discounts.
There are, no doubt, a few people who enjoy this sort of scavenger hunt, but most people find it annoying. “Why can’t you just give me the coupon?” They wonder. The end result is frustration for the recipient and the potential to lose a customer you have worked hard to get. If they get a communication that says they should now sign up for a different channel to get what was offered in the first email, many people will feel frustrated, wondering why their chosen channel isn’t good enough. In our experience, emails sent to customers telling them to sign up on Facebook can lead to poor deliverability. They have higher complaint and unsubscribe rates, which leads the ISPs to direct more of your email to the junk folder. We’ve seen such a significant hit on deliverability that it can take several more engaging emails before the deliverability rates recover.
The customer that does sign up for all your social channels can also turn out to be more of a burden than a boon. If you are sending the same message in several channels, recipients may read the message in one channel, and not bother to look at it in the other channels. In the case of email, this means an email may get deleted without being opened, which the ISPs take as a sign that the recipient is not interested in receiving that email. If this continues long enough, the ISPs will take notice and start sending any new email from you directly to the junk folder. Additionally, many people will feel exhausted if the same message is delivered multiple times. Research indicates that most recipients don’t want frequent emails with the same basic content, but what if that message is magnified multiple times when the persons gets the email, but also one or more social sites, plus Twitter or other direct SMS? Clearly this will lead people to start tuning out on your message.
Different users like to be communicated with in different ways. Some people love social sites and don’t use email as much anymore. Others resist social sites and prefer the one-to-one communications of email. Whenever possible it is better to let the customers decide which channels works best for them. Communicate with people in the way they request, and don’t coerce them into changing channels or signing up for multiple channels.