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Retargeting Emails - Do E-commerce customers like or loathe them? March 10th, 2011Leave a commentGo to comments By Charles Nicolls, SeeWhy At SeeWhy, when we first launched our remarketing service in 2009, Randy Stross wrote a piece about email remarketing in The New York Times suggesting that while remarketing might be a great idea for ecommerce websites, it's not a great idea for consumers. He likened emails following up on abandoned shopping carts to a salesman chasing you down the street if you didn't buy from his store. There are major differences, of course. We've long argued that remarketing emails, when done well, not only drive conversions but also build brand trust. They can deliver great service and provide customers with the confidence to return to buy-either online, by phone or in store. If Randy was right and customers universally resented the intrusion, then these emails wouldn't work. In aiming to answer the question more substantively, I turned to data, and specifically email marketing benchmarks. The key metrics to look at to determine whether customers like or loathe remarketing emails are: the recovery rate the open rate the clickthrough rate the unsubscribe rate Frankly, the evidence is overwhelming: Remarketing, when done well, is appreciated by customers. Here's the evidence: (1) The recovery rate The recovery rate is the percentage of visitors that abandon shopping carts, and remarketed visitors thatthen return and purchase following remarketing. At SeeWhy, we measure recovery rates across all our customers, and currently the average is 20 percent. So, one in five shopping cart abandoners come back and buy, having being remarketed. In some cases, the recovery rate is as high as 50 percent. Moreover, when remarketed customers buy, they spend on average 55 percent more than customers who didn't abandon their shopping carts. (2) The open rate The average email open rate for remarketing emails is currently 46 percent, m

Testing is a competitive advantage, much like the innovations of Paul Brown. Whoever does it first get's first mover advantage.

 Roll over the images at the top of this page. We know video is rocking conversion. Here's an innovative way to integrate video into a category page from apparel etailer J.Crew. I don't know if this feature is actually increasing conversion rates for J.Crew. Have you tried something like this to good effect? 

Everything we do as marketers or salespeople is about story. Our content and conversations should excite the imagination and make others curious about the characters in our story - and perhaps see themselves in it. A.I. and other tech innovations will allow us to get closer to the characters in the stories we tell.

Taking a conversion approach to your website comes with some new thinking. There are challenges, unknowns, things that can't be predicted. There are plenty of disappointments among the wins. I wish I could tell you differently.

This little video makes you ask the question, "Am I open to possibilities or am I one of the roadblocks that will kill a performance-oriented marketing effort before its grown wings?

I find myself falling into some of these traps myself. Thanks to Roy H. Williams and the Monday Morning Memo for this.