Best practices … what are they?

“We follow all the best practices!” is a common refrain from many senders. But what does best practices really mean?
To me the bulk of best practices are related to permission, technical setup and identity.

  1. Send opt-in mail.
  2. Follow the SMTP spec.
  3. Authenticate your mail with DKIM.
  4. Publish a SPF record.
  5. Don’t hide you domain whois behind privacy protection services.
  6. Honor unsubscribe requests.
  7. Put your postal address in your email.
  8. Use a consistent From address.

Those are really the only things I tell every client to do. Everything else that makes for a successful email marketing program.
Things like cadence, frequency, welcome programs, content and even FBL processing really depend on the sender’s specific situation. For instance, sender who are using some ESPs don’t need to process FBLs, those are handled by the ESP. Cadence and frequency really depend on the sender and the product and the audience.
George Bilbrey from Return Path has an article at MediaPost (Don’t Let Village Wisdom Make You The Village Idiot) today demonstration how some “best practice advice” given by many folks leads to different results for different senders.
The answer to almost every generic question about email delivery is “It Depends.” This often generates groans from people who get tired of hearing that. That doesn’t change the fact that the answer does depend on the specifics.
We spend a lot of time working with clients to understand their programs, their technology, and their audience. Our advice is then tailored to their program to address their challenges and meet their marketing goals. We don’t really do best practices here. It really does depend.

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Clarification on monetizing complaints

There has been quite an interesting discussion in the comment stream of my earlier post about monetizing the complaint stream. I’ve found all the perspectives and comments quite interesting.
There is one thing multiple people have brought up that I don’t necessarily see as a problem. They assert that this idea will only work if all ESPs do it because customers can just say, “Well, Other ESP will let us do this and not charge us.”  I don’t quite understand why this is an issue. Customers already do this.  In fact, sometimes the assertion is actually true.
There are ESPs that let customers spam. There will always be ESPs that let customers spam. This is not new. Changing a pricing model isn’t going to change this.
As I was envisioning the monetization process, ESPs who wanted to do this could actually offer multiple tier pricing. The customer can choose a lower price point for their overall mail program, while assuming the cost of their recipients complaining. Or the customer can choose a higher price point and let the ESP absorb the cost of handling complaints. In either case, the customer would still have to meet the ESP’s standards for complaints and comply with their TOS.
Clearly I’m seeing the idea and industry differently than a lot of my readers. I’m interested to hear the thought process behind this so I can better understand the objection.
 
 
 

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Getting the feedback lets a sender fine tune their sending processes and better target what their recipients want to receive.
I do think that senders need to know what users are saying about their email. When users hit the T-i-S button then that is valuable information about how the recipients think about the mail. Senders really on top of things can use positive data (opens and clicks) and negative data (FBLs and unsubscribes) to monitor how wanted their email is and make adjustments to their sending stream.
 
 

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