AWeber Email Marketing Tips
6 Easy Ways to Market Transparently
We appreciate people we can trust. We are more likely to give them our time. We are far more likely to give them our business.
You want your subscribers to trust you (and give you their time and possibly their business), but they may not know if they can. How can you reassure them?
We’ve talked about building trust with welcome messages and privacy policies. Another key is using transparency throughout your campaign. Be up-front, be honest, be approachable. In the anonymous Internet cloud, be someone real and tangible.
There are several effective ways you can do this:
How to Be Transparent In Your Emails
- First, include a valid postal address.
Yes, this is already required by CAN-SPAM, but it also conveys your authenticity. You aren’t afraid to provide your location, so you must be on the level.
And if you do get snail mail from a subscriber, you’ll be able to respond.
- Put your face where your mouth is. Include your picture in your emails to put your subscribers even more at ease.
Bonus points if you’re wearing a friendly smile (see below)!
- Post a link to your privacy policy on your web form and in your emails. This reassures subscribers that you will keep their information secure.
- Provide valid FAQs. If the answers are evasive or vague, alarm bells might go off in your subscribers’ heads.
Answer directly. Answer completely. Answer helpfully. Then provide a way to ask questions you may have missed.
- Deliver what you promise.
If you offer a 30-minute Pilates video, there should be 30 full minutes of quality instruction and demonstration. If you link to a how-to guide, the landing page should be that actual guide, not an ad.
Follow through, and you won’t break trust.
If you want to be transparent, approachable and trustworthy, do NOT list a ‘do not reply’ email address in the from line.
If your subscribers can’t contact you back, you are not in a dialogue; you’re just blasting them with information. Hitting ‘reply’ is the most natural way for them to respond. Stop them from doing so, and it looks like you’ve got something to hide.
How Do You Build Credibility?
How do you show subscribers that you are trustworthy? Are some methods more effective than others?
Thank you for sharing!
Amanda
3103 Philmont Ave. Ste. 200
Huntingdon Valley, PA 19006, USA
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Subscribe to This Blog by Email30 Comments
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Jon
Nice post Amanda. I’ve considered the pic but want to avoid image loads on HTML emails. I use HTML that looks exactly like text so there are no DL issues.
Another issue I’d love to get your feedback on is the ‘do not reply’. We use support@nameofsite.com. This makes its way into our support desk, which can make its way to me, but with a list of 300,000 sending a reply addy seems like a nightmare waiting to happen.
The replies are one thing; the AUTO REPLIES (on vacation, etc.) are another. Any suggestions from anyone on these issues and how to get around them?
4/8/2010 10:37 am -
Really useful.
4/8/2010 11:20 am
Thanks. -
Thanks for the great post! This is great info… and sometimes we just need that friendly reminder about the relationship-building piece (the most important piece of all!).
Thanks so much!
4/8/2010 11:34 am -
I like the idea of posting your privacy policy in your emails, a great suggestion for reassuring subscribers. Thanks!
4/8/2010 11:53 am -
I’m starting to slowly get what you meant, I’m still learning until I get it right, I’m not giving up. So be patient with me. And thank you, getting close, I can feel it.
4/8/2010 12:02 pm -
Simple and easy to remember, but powerful information that helps build trust. Thanks Amanda
4/8/2010 12:04 pm -
Jon ~ The key is that someone is listening. If you and your team are responding to the legitimate inquiries, it sounds like your subscribers are being taken care of.
4/8/2010 2:32 pm -
Hi Amanda,
re: the photo.
I tended to avoid this as I ‘assumed’ that spam filters would block the email, i.e. many corp email filters will block emails with images.
I’m sure you folks have done split testing on this, can you share please?
…and then maybe I’ll add my mugshot to my emails
4/8/2010 7:42 pm
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Thanks for this awesome post. Terrific information about marketing transparently. Yes, I agree with the picture part. It’s surely important.
4/9/2010 12:28 am -
Amanda, this is fine, but I can’t consider putting my photograph on all my emails that goes out.
Thank you for the piece and it’s helpful indeed!
4/9/2010 5:16 am -
Trust is priceless. Adding to it never stops.
4/9/2010 6:54 am
For a fast start, give something of value for free.
People like to reciprocate… you’ll get their trust in return.
You don’t have to be spiritual, just be honest, and it will show. -
We are headquartered in Kansas City, which is a pretty tight-knit, neighborly community. I have found that adding a photo (as you suggest) is one of the best ways to build trust. The people we email are likely to see us around town! As a result, they are less likely to consider our email to be Spam if they see our smiling faces…
4/9/2010 7:09 am
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Ovegho ~ It’s true that personal pictures just don’t work for some marketers, subjects or audiences. I’m glad you found the rest of the tips helpful!
4/9/2010 8:12 am -
Great Post, Amanda,
It is so important because transparency has become more and more important to subscribers.
Honesty, earnesty and sincerity are all powerful attraction qualities
that folks value.Thanks!
4/9/2010 6:41 pm -
I appreciate AWeber’s commitment to maximizing our communication with our clients. If the fundamental objective of my website is to serve or provide value, I have to make it easy amidst all the ‘noise’ for my clients to access that value.
4/10/2010 9:06 am
I am so new to all of this, I need all the help I can get.
Thank you so much for your practicums in making it all happen. -
Hi Amanda,
Great post! I’m really enjoying your tips.
I do put my picture in all my emails and I think it’s a great way for people to remember who you are. I once had someone tell me they were subscribed to my blog feed but I didn’t have a signature so they didn’t remember who I was. I think that gave me a wake up call to never assume people know you just because they subscribed! That’s why I add a signature and a pic to all my posts.
Another way to build trust that has been talked about here on your blog before is to tell subscribers in every email what list they are on and how they got there. I have a little paragraph at the bottom of all my emails that tells them what list they are on (since I have multiple lists), what email they used to sign up and what URL they signed up through. I think it builds trust to remind them they actually DID sign up!
To me building trust is being truly yourself, no hype, no stuffiness.
One of the ways I do that is by doing silly things like writing songs about internet marketing and playing them on my guitar. I recently created a song called ‘Dear Guru, Dear Guru’ which was a parody. I think most people would agree that no fly by night marketer would be that dedicated – lol!
Anway, before I write you a guest blog post here I’ll stop. Definitely a favorite topic of mine is trust and ethics in marketing. Thanks again
4/10/2010 2:39 pm -
As the saying goes, a picture is worth a thousand words. Adding a photo to the sales letter (squeeze page) can inspire trust, confidence and as a result increase conversion.
4/11/2010 12:55 pm
However, the trust can only be maintained if we offer real value or exceed customer expectations. A well planned follow system can do the trick… -
Through testing I have noticed that one way to show subscribers that we are trustworthy is through a well-elaborated sales letter or squeeze page – with relevant features and benefits. The legally required: Privacy, Terms of Use, Contact and so on, the follow up emails and the product(s) on offer. Obviously some methods can be more effective than others but the basics in my opinion tends to never change (at least up until now).
4/11/2010 1:28 pm -
G’day Amanda,
4/11/2010 8:11 pm
Thanks for a most informative post.
I ran an offline, business to business, company for 30 years, In 2008 we moved it online. Since 1995 we used direct mail and telemarketing exclusively to market the business.
I notice that the “tried and true” techniques of apparently “old-fashioned” mail order aren’t as well known as I’d expected on the web. For instance, every offline direct marketer of any repute includes a physical address and phone. An email address just isn’t reassuring enough.
As I said, my prospects and clients are businesses. But ever since we moved to direct mail I’ve used my photograph on all material. And I’m not pretty! There’s a mass of research about the positive value of photographs in direct mail.
As so-called web marketing is really mail order swathed in 21st Century technology, I recommend including photographs very strongly.
If AWeber clients aren’t sure, they should try that A/B Testing technique you suggest elsewhere. -
Making sure that your copy looks good in plain text is always a good idea too. Don’t rely on images to get the message across.
A lot of our older audience uses plain text for speed and for fear of viruses, so formatting it at 60 characters per inch, using lots of spaces between sections and using lines of dashes or equals signs to make divisions helps break up the blocks of text.
4/12/2010 8:40 am -
Leon ~ It’s good to hear an offline marketer’s take on this. Thank you!
4/12/2010 8:47 am
Don ~ That’s the ideal combination – transparency and value.
Charlotte ~ That’s an excellent point. Bullet points can help, as well. -
Having worked in a telephone sales office, I understand the need to find new leads and expand your customer base. I also appreciate the honest, straightforward practices being recommended here.
As a private citizen, so to speak, I am always curious as to how certain companies get my information in the first place. If I share my email address with a company that I am doing business with, it is annoying when they sell my information to third parties. Perhaps it’s in the mass of fine print that I have to agree to in order to do business online – usually a vague reference to sharing info with partners/affiliates. Usually, there is no way to opt out of this.
A business that is willing to earn cash by inconveniencing its customers is not one that I will support. In essence, they are being payed for my time – the time it takes to weed through unwanted advertisements clogging up my in-box. Not only is my time not theirs to sell, but they make a penny or two (at most) for one name on the list.
It would be very much appreciated if businesses would make this clear up front and give an easy way to opt out of having one’s information sold for marketing purposes. I would rather support businesses who respect me enough to be crystal clear about what they intend to do with my information and give me a choice in the matter. I might even agree to it simply because the the business was decent enough to ask me first. After all, if the business is polite enough to do that much, I’d be more inclined to believe that it would also exercise some discretion as to what kind of third parties I might actually be interested in hearing from rather than pimping me out indiscriminately.
A business that is willing to show this very basic respect will earn my trust, loyalty, and recommendation to others. This tiny bit of courtesy is worth more than any kind of discount.
4/13/2010 2:36 pm -
Good business.
4/18/2010 5:06 am -
Thank you for a great post. I am building a new blog up and shared your post with my readers.
I agree photos are great, especially with so many people sending videos out nowadays.
4/19/2010 11:25 am -
Thanks Amanda for the wake up call.
As a financial adviser, your tips also apply in my business.
6/18/2010 12:03 pm -
Great advice. I will definitely post a picture to my blog and email blasts; however, I am very security conscious. I will not put my entire mailing address anywhere on the web for non-purchase purposes, especially since it is ran from my personal home. Would a PO box suffice?
6/24/2010 2:11 pm -
Sabrina ~
If your company has its own physical address, providing that address will reassure subscribers the most.
If not, as long as the P.O. Box is valid and you check it often, you’re all set.
6/25/2010 8:31 am -
I think a physical address makes good business sense. In the not so distant past many people were taken to the cleaners by supporting a business operating out of a Post Office Box.
In short CAN-SPAM should outlaw the latter completely from email marketing, unless it is put side by side with the business’s physical address.
6/26/2010 4:14 am -
With these 6 tips I’ve discovered I’m not 100% doing it my campaigns! Thank you very much for sharing this information, today I will make several changes
10/25/2010 8:31 pm
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