Our purpose is to create heroes, grow businesses, and change lives.
IMPACT teaches business leaders how to build high-performing teams that achieve extraordinary digital sales and marketing results through coaching, online training, and in-person experiences. We look forward to joining you on your journey to becoming a hero for your own company.
Because the senders ignored email marketing best practices and did whatever they thought they could to get me to open and click.
It’s not easy being an email marketer
I get it — as marketers, we’re responsible for making sure the content we’re generating gets into the right hands. Sending email is a powerful way to reach your audience. And audiences do respond, with 59% of people admitting that marketing emails influence their purchasing decisions.
But due to this, email is often used as a crutch to blast out information to a large group of people all at once. That’s why, even though targeted messaging can work, people still dislike opening their inboxes.
The painful truth is with billions of emails crisscrossing cyberspace, those that resonate are in the vast minority. There’s just so much out there that even the mail that makes it past the spam filter — heck, even the mail that we actually signed up for — needs to stand out and immediately show its value.
So what’s a marketer to do (or not do)?
Email marketing best practices: what not to email
Here are 11 email mistakes all marketers should stop making today to improve their deliverability and click rates and make all our inboxes enormously useful.
So stop it!
1. STOP filling your subject line with click-bait
The best way to lose trust with your audience is to bait them into opening an email and then switching the offer.
At best, you’ll get a high open rate and a low click-through. At worst, you’ll confuse or anger your reader and they’ll unsubscribe.
That’s not a win for either party.
With subject lines, it’s all about the old adage: say what you’ll do and then do what you say.
Urgency: If time is running out, say so. If your audience really needs to act soon, tell them. What not to do: Create a FALSE sense of urgency.
Mystery: You can be a little sneaky in the subject line as long as you follow through on the reveal in the body of your email. It’s okay to promote a “major speaker announcement” in a subject line — as long as the speaker is actually a big deal and not, say, your neighbor (unless, of course, your neighbor is an A-lister). What not to do: Tease content that doesn’t exist in the actual email.
Special deals: If I see a subject line that promotes 50% off swimsuits, I better get half off that item when I click into the email. If not, all trust (and value) is gone. What not to do: Promote an offer that doesn’t actually exist. (Yes, you’ll get half off that swimsuit, but only in an extra-small cheetah print. Um, no.)
2. STOP emailing like it’s 1999
Twenty years ago, most people wrote emails just like they were writing letters (much akin to how your auntie ends her text messages with “Love, Aunt Pam”).
While there are still circumstances where it makes sense to use a formal tone, most marketing emails have the space to loosen up, be more creative, and get conversational.
Channel your brand identity into your messages.
Really Good Emails provides tons of examples of how brands are using tone and visuals (more on that later) to reach their audiences. And they’re also pretty good at communicating themselves. I received this webinar promotion earlier this week:
They hooked me with a weird subject line: Define “Webinarcolepsy” but then had me reading until the very end. (And I’m glad I did, otherwise, I’d miss out on the phrase “that sweet taste of individualized content.”)
This stands out from the usual “You’re invited to a webinar” banter we’ve come to expect. Plus, I have a feeling the webinar will continue in this tone and be worth attending.
Bonobos infuses its emails with a strong brand voice as well. This email’s design is patterned after an internal office memo, but the text is anything but formal.
Injecting personality into your emails helps your audience better know your brand identity. The more they know about you and care about who you are, the more they’ll care about what you’re doing.
3. STOP limiting yourself to words alone
There can be much more to an email than the written word. Email design is as varied as the messages we send.
The Bonobos email above, for example, uses design to tell a story by framing the email as an internal memo.
This email from Grammarly incorporates a graphic that ties in the love theme of the subject line and body copy:
And Society6’s email dispenses with body text altogether and focuses on the products:
The mobile audience isn’t forgiving about non-responsive sites either. According to Campaign Monitor, poor formatting is the number one complaint about mobile email, and emails that display incorrectly on mobile may be deleted within three seconds.
The time you’ve put into building, designing, and refining your email deserves its due. Make sure your audience can view and appreciate — and then respond to — your efforts.
5. STOP sending without a purpose
One of the biggest mistakes a marketer can make is sending spam out into the world. Make sure every email you send is sent with a purpose and not just to blast out messages for the sake of, well, blasting out messages.
Being inbound, though, requires marketers to put our customers first. It relies on our ability to know our audiences well enough to spot their questions, identify their needs, and answer them.
You can do exactly that with your email.
Only send when your audience needs something from you, not when you need something from them.
That means that your emails need to promote content that you know will help your audience.
In other words, you’re not promoting an event just to fill the room, you’re promoting it because you know your audience will learn information that will help them do their jobs better.
Be aware of what your audience is asking for and about, and then answer them. When you do that in a marketing email, you’re being as inbound-y as an email marketer can be.
6. STOP sending without context
How many times have you opened an email and thought, “Why in the world am I getting this?”
Wouldn’t it have been helpful to have the email explain it to you clearly?
Every email you send should have the value communicated to the reader quickly and clearly. If there’s any risk of them not understanding why they’re receiving messaging from you, first make sure you need to be sending them the email in the first place. Are you sending them this to help them or to help yourself? (See #5 above.)
Sometimes, however, you’re sending to a list that might be on the colder side but you still have value for them. In that case, don’t be afraid to call that out.
Be direct and let them know how they made it onto your list. Maybe they signed up in the past, or they attended a similar event, or they purchased a related product.
That honesty will reduce any skepticism your reader may have.
7. STOP assuming the reader knows what to do
I can’t think of anything worse than creating a compelling email and then not including the next step for the reader.
Make it clear what you want them to do next by including an obvious call-to-action (CTA).
The right CTA depends on the type of email you’re sending, the design, and what that next steps actually is. However, there are some best practices of CTA-building to consider:
Make your CTA action- and benefit-oriented
Keep your message consistent
Provide visual contrast to stand out
Always be testing
8. STOP assuming it’s good to go
See the line right above this section? Always be testing.
Before you send your email, send test emails to yourself or others on your team to vet that everything is working correctly.
Here’s a checklist to go through before final send:
Subject line is spelled correctly
Preview text follow best practices
Body copy is spelled correctly
All hyperlinks work
All graphics, videos, and emojis display correctly
Email is designed in the correct template
Along with proofing the test email, you’ll need to check that the email displays correctly in various platforms. In HubSpot, that looks like this:
Once you confirm everything is working (and you have the right recipient list), your email is ready to send.
9. STOP sending to the wrong people
One email subject line that caught my ire lately promoted “BIG Savings!” for new members — to a club I joined three years ago. Yikes, I didn’t even have to open it to know it wasn’t for me.
Essentially, the answer lies in following a lot of email marketing best practices mentioned here. Start by segmenting your list (#10) and mapping the right content (#5) to the right people (#9).
Also, listen to the feedback you get. If people are unsubscribing, find out why. It could be something fixable, like making sure your design is responsive (#4). Or you could be sending too much email or sending at the wrong time.
Be aware of how your audience is reacting. The worst you can do is set and forget.
11. STOP setting and forgetting
I’ve said it before and I’ll say it forever: Always Be Testing.
As marketers, we have too many cool tools at our disposal to merely hit send, cross our fingers, and hope for a good outcome.
Before you send out your perfected email to your segmented list, send it to a test segment and look at the results. Then you can fine-tune anything that needs it before the final send. Pay special attention to the following metrics:
What it is: The number of emails accepted by recipients’ servers.
What it means: A high deliverability means that your emails are making it through to the recipient’s inbox. A low rate means that your email is being blocked, usually due to having been marked as spam, not following compliance regulations, or having a poor IP reputation.
What it is: The percentage of people who opened the email out of those who were delivered it.
What it means: A high open rate means that your subject line resonated with your audience. A low rate means it fell flat and few people clicked to open the email.
What you can do: A/B test subject lines and continue to monitor their performance. By seeing which subject lines win out, you’ll be better able to write lines that will improve your open rates.
Click-through rate (CTR)
What it is: The percentage of people who clicked on the offer (CTA) in the email out of those who opened it.
What it means: A high CTR means that the offer presented to your audience fit their needs. A low rate means that your messaging didn’t communicate the value or that your message was sent to the wrong people.
What you can do: There are two things you can hone in on to improve your CTR: segmentation and messaging. Make sure you are targeting your audience correctly. Perhaps there’s a narrower range of people or a more specific market to target. If you're happy with your list, review your messaging. Are you clearly communicating the value of the offer? Do you have a clear CTA? Is there a better way to talk directly to your segment that would get them to click?
What it is: The percentage of people who converted on or downloaded your offer out of those who opened the email.
What it means: A high conversion rate means that your email was successful and that your recipients did what you wanted them to do.
What you can do: If your CTR is high but your conversions are low, then it means you’re losing people on the landing page. Work to improve your landing page conversion if this is the case.
There’s so much to consider when creating an email that works. I often find that moment right as I’m about to hit the big orange “send” button to be one of the most nerve-wracking of my day. (And then, of course, right after I hit the button, I get an “Are you sure you want to send this email?” message that causes me to double-think every decision I’ve ever made. But that’s another story.)
What’s great about the process, though, is our ability to measure what works and what doesn’t and then make changes for future campaigns. A good email is a work of art — one that comes with the natural mistakes, tweaks, and lessons learned over time.
Taking the time to consider what to do (and not to do) with our emails adds to the masterpiece.
Want to learn more about digital sales and marketing?
Master digital sales and marketing when you join IMPACT+ for FREE. Gain instant access to exclusive courses and keynotes taught by Marcus Sheridan, Brian Halligan, Liz Moorehead, Ann Handley, David Cancel, Carina Duffy, Zach Basner, and more.