Email marketing is not all about tech: its customer service that matters
Adestra today launches the Adestra Customer Charter and becomes the first Email Service Provider [ESP] in the UK to do so. Not only does this demonstrate the company’s focus to be the most customer-centred ESP, but the clear and open Customer Charter details the standards of service it aims to provide clients and shows the best channels for communication with the management and support teams.
The Adestra Customer Charter clearly differentiates the company from others in the email marketing sector. With many players ‘obsessed’ with the technology side of things, Adestra is taking a more holistic, customer-centred approach by formalising the commitment to service levels, which is based on continual improvement.
Adestra is already highly respected by its client base and throughout the email marketing industry, a fact borne out by their high retention rate of 98.7%. The Customer Charter builds on this and shows customers what to expect. Henry Hyder-Smith, MD at Adestra, explains:
“The Adestra team has always believed customer service to be paramount, and our Customer Charter goes a step further, formalising the process of interfacing with clients and detailing the standards of service we are aiming for.
“By introducing the Customer Charter this shows clients how we value them and means we are completely open and up-front, so they know what to expect.”
At Adestra, the team seeks to provide the highest possible levels of customer support and intelligent, innovative consultation. They recognise that their clients have the right to expect a fair, efficient and polite service from Adestra that meets their needs.
The Customer Charter is based on direct feedback from clients on what is important to them. The company is committed to making sure that all employees keep to the principles of high quality customer service. It accepts that it may have some work to do to achieve all of these, but it will be open with clients about its progress and any improvements made.
If you would like a copy – please click here
For more information, please contact email@example.com
The first in-depth survey of email marketing habits in the publishing sector, UK Publishing Email Benchmarking Survey Autumn 2011, conducted by Adestra in association with PPA, throws up some interesting data. Adestra’s Henry Hyder-Smith looks at the main findings in his article for InPublishing Magazine.
It shows publishers are doing a number of things right and using email marketing to deliver serious response / ROI metrics, as well as taking steps towards a single customer view. So medals all round and move on to something else? Well, not quite. What is also apparent is that publishers are ignoring some key areas, particularly emerging channels, and lag behind the practices being implemented by their peers in the US.
Lacking some basic email practices and not embracing new channels can be critical for current and future comms activity and needs to be addressed urgently. These are not ‘theoretical’ improvements; these are proven, practical techniques to drive response, particularly sign-ups. Data is king, we all know that. But what are publishers doing to grow it, keep it, clean it and manage it?
Thank you for joining us for our January webinar and bearing with us through the first few minutes while we sorted the sound!
Email data security, and data security more generally is certainly a hot topic at present, but also sometimes a tough one to get your head around. My webinar attempted to break this down into the essentials and the most common routes to a breach of some sort.
The fact too, that a breach can occur from such a seemingly innocent looking source – albeit, of course malicious in intent – can be quite frightening. When you then think about the potential consequences…
That said, there are relatively simple steps you can take to minimise your risk of a breach occurring in the short term. And although a longer term objective, starting out on a cultural shift towards all professionals being more aware of the issue. Prioritising of security and a shift in mind sets that security within an organisation is everyone’s concern has to be a key objective.
As I mentioned in the webinar, I realise that it’s not a catchy name, but if 2011 was The Year Of The Breach, then 2012 needs to be The Year of Security Awareness.
If you’d like to learn more I would suggest having a look at the Online Trust Alliance and DMA websites and others that I used as sources available here. If you would like to know how we at Adestra can help you with your data security please do get in touch or you can find more information on our data security features here and data security audits here.
If you would like to view the recorded webinar you can do so here.
Have you registered for our next webinar?
Date: Wednesday 22 February 2012
Time: 12:30pm GMT
Duration: 30 minutes
Right now how far away from you is your mobile? How many times have you looked at your mobile in the past hour? And lastly when you receive a message do you open it there and then? My guess as to your answer to each of these questions is: within a metre, at least once and you usually open any text messages as soon as you hear it come through.
The point to be made here is that SMS is a very powerful tool where brand and message visibility is concerned. Marketers everywhere need to be aware of how they can utilise SMS to their advantage.
What you will learn:
1. The different types of SMS Marketing – It is not only an outbound channel.
2. How to ensure the visibility rate matches the response rate.
3. The benefit of SMS as part of a multi-channel marketing campaign
The webinar will be led by one of Adestra’s Account Managers, Jenna Lovell: