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Five Ways to Stop Your Email Subscribers From Leaving

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If you’re building an email list (and don’t forget to build your list and back it up regularly) you want to make sure that subscribers don’t leave. Email can be one of your most profitable marketing channels.  You worked hard to get those signups, and you definitely don’t want to lose them after all that effort.

How to reduce email unsbscribes

While you can’t prevent all email unsubscribes, and some email list churn is inevitable, there are a few things you can do to reduce the number of people who unsubscribe from your email list.

1) Be upfront about how often you will email them

If you promise to email once a week, but start sending twice a day, your subscribers will get frustrated, and annoyed, and leave. Don’t send long newsletters if you promised short ones (or vice versa).

2) Tailor your newsletters to your audience

If they signed up for information about yak shaving, send that. If they wanted gardening and landscaping tips, send information about caring for azaleas.

If you have different groups of people, or businesses, on your list, and it’s big enough, separate your messages. Send tips about the azaleas to the home gardening folks and information about new tree care tools to the arborists.

3)  Stick to one theme per newsletter

It can get confusing if you’re talking about flowers one minute, then going on to protecting your bird feeder from squirrels, and then on to lawn care.

4) Ask for feedback

Invite them to ask questions, give feedback, and talk to you. Include a note at the bottom inviting feedback, and promising that all replies go to your personal inbox.  Send out a survey every once in a while asking them what they like best (more azaleas!), and least (fewer squirrels – it’s hopeless!).

5) Get permission

Don’t sign people up because you met them at an event, exchanged business cards, or sent them some promotional material.  These are some of the worst ways to grow your newsletter.  Plus, people who got on your list without consent are more likely to leave (and leave quickly).

What Every Writer Needs to Know About Editing Copy

tom bentley style guideI hate typos. And editing flubs. And garbled sentences that look like they spent too much time in the spin cycle. If you hate them too, get your hands on Tom Bentley’s spiffy new style and editing guide. It includes:

  • how to write error-free copy
  • common grammar mistakes that make you look silly
  • the five essential stages of editing (with checklists!)
  • an old editing trick you may not know

Buy your copy  here.

Get the Prices You Deserve

MoneyThere’s an old technique that can help you charge more money, and still get more sales. It’s called framing your prices.  The idea is to take advantage of a bit of psychology.

You see, we think we make rational decisions, but we really don’t.

The concept behind price framing is to change the perception of how much something is worth.  A $500 mixer looks expensive until you compare it to a $1500 product. Sometimes, changing the way the price is presented can make a difference too.  A $50/month membership seems a lot cheaper than one for $600p per year (even though the total cost is the same).

Another way to reframe your prices is to bundle products together.  Here’s an example of how it works (I read this story on a site recently, can’t remember where, if anyone recognizes it, please holler and I’ll link to it).

Someone started a virtual cooking school. He started with an ebook for $37. It didn’t sell very well. So, instead of cutting the price, he did something a bit different. He developed a series of videos to go along with the book. The combination cost $77. Sales of the book took off.

Why higher prices got more sales

The $37 ebook looked expensive by itself. But compared against the video/book package, it looked like a bargain. Here’s another example. If you tell a potential customer, “Rewriting your marketing email will cost $300, or we can review your existing email for only $150,” the $150 looks cheap.

Apple does it too

Remember when Steve Jobs introduced the first iPad?  He said that the experts thought the price ought to be $999… then he announced it was “only” $499.  You hear that and think you just saved $500, even though it never cost $999 and that number was pulled out of the air.  Or, think of “list prices.”  If the list price for a cordless telephone  on Amazon is $49.00, but they’re selling it for $29.00, you feel you just saved money.  Never mind that nobody anywhere is selling it for $49.

Try Olympic pricing

Try what Michel Fortin calls “olympic pricing.”  That means  three price levels (bronze, silver, and gold – or budget, standard, and deluxe).  Most people will pick the middle one.  A few will take the budget, and some will want the deluxe. If you only offered the cheapest option, you’d miss out on all those other sales.

How to Tell If Your Service is Broken

Biloxi Bridge Close-Up

Image by laffy4k via Flickr

Warning, rant ahead!

A weeks ago, I asked “When Will It Come?” I’d ordered a hard drive (for backup). Then I waited. And waited. And waited. After three weeks, I contacted the company. They said they’d look into it.

Then they said the card was declined.

What?!

I called Amex. No decline. Not even any record of the request.

Contacted the company again. I was told that they’d contacted me (nope). Then, while I was on the line, they cancelled my order! (Probably because the price was now considerably higher). More back and forth. I told them I wanted it reinstated, a discount, an apology…

What did I get? A $15 gift certificate.

Sorry, not good enough.

I’m never buying from Buy.com again. Ever.

I finally bought a bigger drive from Amazon instead. I ordered it on a Saturday, and it arrived on Tuesday. Now, that’s service!

Things go wrong. It’s a fact of life and business. But if something does go wrong, don’t keep it to yourself, or try to hide the problem.  And if the customer complains (legitimately), be respectful.  Even better, help them.  Fix whatever is broken.  If you promise to get back to them, do it.  Make them feel better about you, your company, your service, and the whole experience.

Got any stories of horrible service?  Or, even better, a bad experience that got turned around?  I’d love to read them.