Don't leave that money sitting there

The idea of confirming permission to send mail to an email address gets a lot of bad press among many marketers. It seems that every few weeks some new person decides that they’re going to write an article or a whitepaper or a blog and destroy the idea behind confirming an email address. And, of course, that triggers a bunch of people to publish rebuttal articles and blog posts.
I’m probably the first to admit that confirmed opt-in isn’t the solution to all your delivery problems. There are situations where it’s a good idea, there are times when it’s not. There are situations where you absolutely need that extra step involved and there are times when that extra step is just superfluous.
But whether a sender uses confirmed opt in or not they must do something to confirm that the email address actually belongs to their customer. It’s so easy to have data errors in email addresses that there needs to be some sort of error correction process involved.
Senders that don’t do this are leaving money on the table. They’re not taking that extra step to make sure the data they were given is correct. They don’t make any effort to draw a direct line between the email address entered into their web form or given to them at the register or used for a receipt, and their actual customer.
It does happen, it happens enough to make the non-tech press. Consumerist has multiple articles a month on some email address holder that can’t get a giant company to stop mailing them information about someone else’s account.
Just this week, the New Yorker published an article about a long abandoned gmail address that received over 4000 “legitimate” commercial and transactional emails.

It turns out that eighteen@gmail.com (let’s call it—him?—“eighteen” for short) had been admitted to a four-year college that features a mascot named Roary the Lion, helped fund a successful Presidential campaign, traded e-mails with a major television network, treated itself to fabulously over-the-top shopping sprees, and, just for good measure, volunteered to work at the PetSmart on 117th Street in East Harlem.

For every email that account received, an actual customer did not receive the email they wanted. Each of those 4000 messages represents a wanted mail not received and a sale not made and an education not received. Those senders, by not doing anything to link the email address to their customer, left money sitting on the table.
Making a clear and direct connection between a customer and an email address is one of the best ways to improve delivery and email ROI. These are real customers. These are people who give a sender an email address. They want that mail! It only makes sense that the marketer would do something to directly link the person and the address. That link doesn’t need to be done just with confirmed opt-in, but all too many marketers delude themselves that their address collection process is accurate. Many of them aren’t doing any data hygiene, and that costs senders real revenue.

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Confirming website registrations

Confirming email addresses during a website registration process is a good practice. It stops people from creating fake accounts, abusing  resources and using that site as a mechanism for harassment. But simply sending out a confirmation mail is not sufficient to prevent problems, particularly when everything about the process assumes that unconfirmed registrations are actually valid and not problem accounts.
I’ve had a couple recent experiences with companies attempting to use email confirmation, but failing pretty miserably. In each case a website set up a process where a user could register an account on the site. Both sites required confirmation of the registration email addresses as part of the process. But in each case there were some major failures that result in non-customers getting email.
Tomorrow I’ll talk about those two specific cases. I’ll also provide specific suggestions on how not to fall into the same trap and actually send opt-in email.

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Spamhaus Speaks

There’s been a lot of discussion about Spamhaus, spam traps, and blocking. Today, Spamhaus rep Denny Watson posted on the Spamhaus blog about some of the recent large retailer listings. He provides us with some very useful information about how Spamhaus works, and gives 3 case studies of recent listings specifically for transactional messages to traps.
The whole thing is well worth a read, and I strongly encourage you to check out the whole thing.
There are a couple things mentioned in the blog that I think deserve some special attention, though.
Not all spam traps actually accept mail. In fact, in all of the 3 case studies, mail was rejected during the SMTP transaction. This did not stop the senders from continuing to attempt to mail to that address, though. I’ve heard over and over again from senders that the “problem” is that spamtrap addresses actually accept mail. If they would just bounce the messages then there would be no problem. This is clearly untrue when we actually look at the data. All of the companies mentioned are large brick and mortar retailers in the Fortune 200. These are not small or dumb outfits. Still, they have massive problems in their mail programs that mean they continue to send to addresses that bounce and have always bounced.
Listings require multiple hits and ongoing evidence of problems. None of the retailers mentioned in the case studies had a single trap hit. No, they had ongoing and repeated trap hits even after mail was rejected. Another thing senders tell me is that it’s unfair that they’re listed because of “one mistake” or “one trap hit.” The reality is a little different, though. These retailers are listed because they have horrible data hygiene and continually mail to addresses that simply don’t exist. If these retailers were to do one-and-out or even three-and-out then they wouldn’t be listed on the SBL. Denny even says that in the blog post.

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Irony

Saw this on twitter today:

Oh, the irony of an append vendor using COI for a whitepaper download.

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