Why do customers defect?
We’d like to think it was unrelated to our business, but that’s not always the case.
Let’s take a closer look at why customers opt out of your emails and the benefits of being unceremoniously dropped (yes, there are benefits). And we’ll talk about what you can do after they’ve left.
First, let’s explore why customers hit that dreaded Unsubscribe button.
With as unbiased a view as possible, consider the following questions:
- Did you test the campaign on a small group before you went big? If you did test it, what were the response rates? Did you see variations in those responses in terms of demographics, social sharing and forwarded emails?
- Did you segment your audience based on their interests? On an analysis of how they’ve responded to previous communications, campaigns and offers?
- What was the timing of your email? More specifically, how often have you reached out to your subscribers?
- Did your email focus solely on a generic offer or did it balance information and education with a relevant and compelling offer?
Ideally, the answers to those questions give you insight into how to strategically plan your next campaign.
So where’s the silver lining in losing subscribers?
For that answer, check out my most recent column on American Express’ OPEN Forum, “How to Learn from Customers Who Unsubscribe.”
What do you do when customers unsubscribe from your mailing list? Share your thoughts in the comments section below.