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Chances are no matter who your target audience is, email marketing is part of your overall marketing strategy.

But, with more and more people getting information from and engaging with social media posts and some automatically deleting things in their “promotions” folder, is email marketing really worth it in the 21st century?

The short answer is yes! Read on to learn why email marketing should still be a part of your marketing plan.

What is Email Marketing?

In a nutshell, email marketing can be defined as any email communication sent to a prospective customer with the intent of converting them to a sale. But as a marketer, it’s better to think of email marketing as a personalized stream of communication that builds a trusting relationship between you, your brand, and your contact.

How Does Email Marketing Work?

There are two primary types of email marketing: inbound and outbound. Inbound is generally used by B2C brands, while outbound is usually for B2Bs.

We’ll primarily focus on inbound marketing, but the thing to know about outbound marketing is that it’s often used for email content marketing to engage with other companies for collaboration and backlinks.

When getting started with email marketing, you first need to gain email subscribers. Then, you create email marketing campaigns geared toward the type of people who have signed up for your emails.

After some a/b testing for your email marketing campaigns, you should start to get the hang of what works with your particular clientele and be able to craft messages that best meet your goals.

But is email marketing worth it in a world with so many other options? Let’s look at some benefits.

Email Marketing Benefits

Email marketing is just one of many channels that can be used in a digital marketing strategy, but it’s potentially the most effective. Some of the benefits of using email marketing include:

  • Email has an average ROI of $44 for each $1 spent.

  • Nearly all Americans check email at least once per day, and many Millennials and Gen Z-ers prefer email advertising over other types.

  • Email is accessible—customers don’t need to leave their house or be tech-savvy to engage with your marketing materials.

  • Nearly one-third of Americans recently visited a company’s store or site after receiving an email. This may sound small but remember: They probably wouldn’t have shown up without the email.

Email Marketing Best Practices and Strategies

If you want your email marketing campaign to succeed, you need to set yourself up for success by following email marketing tips regarding best practices and strategies.

Ask Before You Email

Have you ever gotten an email and, when you opted out, had to check “I never signed up for these messages?” It’s so annoying and feels invasive. Users may wonder, “How did they get your email address? What other information do they have? Why should I ever trust this company?”

So, if you want your email campaign to succeed, ask for permission before you send that first email.

Even if your current email list is small, never ever buy email lists. Additionally, if you ask them to “Enter your email address for 20% off your first purchase!” or similar, make it very clear doing so signs them up for other advertising or a subscription.

Personalize Your Messaging

Personalize emails to your subscribers. Forbes compiled a great list of stats regarding personalization expectations, both for email and other parts of your brand (like your website’s product recommendations). Some highlights include:

  • 70% of Millennials are tired of companies sending irrelevant emails

  • 71% of all consumers consider personalization before reading or even opening brand emails

  • Some marketers state personalized emails have resulted in up to a 760% increase in revenue

  • Brands report their conversions have improved by up to 202% when they use personalized CTAs in emails

With email marketing automation, you can track your contacts’ websites and email behaviours to create messaging relevant to them. This allows you to segment your lists so you can send only useful emails to certain groups of people.

Another way to ensure your messaging is personalized is with an email drip campaign, which sends out emails only when triggered by specific events.

Be Aware of How Often You Send Emails

All too often, marketers execute invasive, ineffective e-blast marketing. One of the 10 Email Marketing Commandments is “Thou Shalt Remember That ‘Timing Is Everything” for a good reason: Customers want to hear from you, but they don’t want to hear from you constantly.

While it may seem counterintuitive, fewer emails often mean higher engagement. So, less really is more!

Don’t Waste Anyone’s Time

Keep your messages short and to the point. The number of consumers using mobile devices is growing, and more than half of email opens now occur on a mobile device. Therefore, your best way of communicating is through concise messages that are conversational and relevant.

Watch Your Metrics

If you’re not tracking your email marketing KPIs, you won’t know how effective your email marketing strategy was. Luckily, many email marketing packages and platforms offer reporting capabilities, so you will know what works and cut what doesn’t.

Email Marketing History and Trends

These days it’s hard to imagine life without email, but email marketing has a storied history that continues to evolve.

In 1971, Ray Tomlinson sent the first email ever. So what did the message in this historic leap in communication say? Tomlinson says it was “something like QWERTYUIOP.”

Seven years later, Gary Thuerk, the marketing manager at Digital Equipment Corp, sent the first-ever mass email blast, which promoted DEC machines to 400 users via Arpanet. The promotion email worked, as it resulted in $13 million worth of sales.

By the early 2000s, spam was becoming a huge problem. So in 2003, President George W. Bush signed the CAN-SPAM into law as part of a nationwide effort to fight the flood of unsolicited emails.

Marketers knew they needed to adjust their email marketing strategies if they were going to reach their audience.

Then, along came 2020. A lot happened that year, but let’s just talk about the Email Marketing Renaissance. Permission-based marketing, also known as inbound marketing, shifted the way marketers and consumers relate to one another.

Email plays an important role in the inbound buyer’s journey. By keeping in touch with interested prospects via the right types of emails, you can help build relationships and pull leads closer to conversions.

Looking Ahead: Trends in Email Marketing Automation

In addition to the growth already experienced, there are also new trends to keep an eye on.

Loyalty Programs via Email

Loyalty programs will play a greater part in email marketing automation. These programs allow marketers to take a closer look at their customer data. That info will enable marketers to better understand their customer’s wants and needs and how they respond to certain campaigns.

Image-Rich Email

To capture the interest of the mobile user, image-rich emails will play a greater role in email marketing. Marketers can use imaging to create behind-the-scenes shots, sneak peeks of new product launches, and story-based images to capture your prospect’s attention. The images need to be striking enough to be shared, as social media is likely to continue to dominate many consumers’ lives.

Email and Artificial Intelligence

Expect AI to play a much larger part in email marketing. In addition to its benefits for email marketing automation, AI will allow greater personalization, optimization, reporting, segmentation, and content automation resulting in quicker, more effective marketing campaigns.

How to Choose an Email Marketing Agency

Questions you need to ask before investing in an email marketing automation platform:

  • Will it better my email list management?

  • Does it include time-saving templates and analytics?

  • Does it have opt-in/opt-out options?

  • Is it compliant with the latest/worldwide regulations?

  • Is it mobile-compatible?

  • Can it handle my email marketing challenges?

If you look at SharpSpring, the answer to all of these questions is “yes.”

Our revenue growth platform includes excellent email marketing software that will get your business’ email marketing campaigns in tip-top shape.

We may be able to help you address some other pain points, too.

Free Email Marketing Resources

If you’re ready to get started, check out a few of SharpSpring’s free resources to get you on your way.

This article was written for, SharpSpring and adapted for the V5 Digital audience.

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Discover the moments that matter with a customer journey map

We hear plenty of talk about breaking down organizational silos. And it’s a worthwhile goal. After all, your customers shouldn’t suffer a poor experience simply because of your organizational structure. However, to understand how to more meaningfully align with their customers, companies need to first create a customer journey map.

Just as many say “content marketing” will someday evolve to simply be called “marketing,” some say “customer experience” will soon become the way of doing business.

Anne Lewnes, EVP and CMO of Adobe, has suggested the term customer experience (CX) will be trivial in the coming years because every smart company will begin to think customer first. CX consulting firm Walker once declared that customer experience would overtake price and product quality as the key brand differentiator by 2020, and it feels like we’re seeing that prediction play out in our current environment.

No wonder Shiva Mirhosseini, Aetna's VP of marketing technology and digital experience, has said that she sees her role as simplifying customer experiences and enabling the outcomes and experiences those customers want. To do that, Aetna's marketing team has evolved from being “masters of the pipeline to becoming customer evangelists.”

By viewing the customer experience as a strategic initiative, you too can position your company for future success. But, while many companies grasp the strategic importance of CX, they struggle with how to effectively deliver an indispensable one. Enter the customer journey map, a core tool in your overall CX strategy.

What Is a Customer Journey Map?

The customer journey map is a tool to visualize the experience of interacting with your brand from the customer’s point of view. This map is critical because it forces you to look at how your customers actually experience your brand versus how you think they do. By better understanding your customers, you can better deliver on their expectations.

According to Blake Morgan, a customer experience futurist, “You must invest in becoming an experience-led business, which means optimizing every customer touchpoint. By understanding the customer journey, B2B companies can stay a step ahead of the customer to lead them on the path for a great experience and quality product or service.”

Benefits of Mapping Your Customer’s Journey

Understanding and empathizing with customers lays the groundwork for meaningful interactions and successful business outcomes. It also provides a tangible framework for CX initiatives.

Customer Journey Maps Enable Better Experiences

As you study all phases of a customer’s journey with your brand, you’ll be able to isolate where you aren’t meeting expectations or where you are outright alienating prospects and customers. CEB asked thousands of senior executives at companies around the world to describe the B2B purchase process in a single word. The responses included “hard,” “awful,” “painful,” “frustrating,” and “minefield.” In many cases, these horrible processes are the result of disjointed moments in time that lead to an inconsistent and frustrating customer experience.

By addressing these shortcomings, you can ensure better experiences that empower your prospects and customers to interact with and purchase from your company as they desire. That can translate into faster sales cycles, and more satisfied, loyal customers who make follow-on purchases.

Customer Journey Maps Pave the Way for Your Customers to Better Achieve Their Goals

It goes without saying that you want your customers to succeed. To do that, you need to understand their experience by mapping the customer journey. This provides insight into what is, and isn’t, working well for them. According to CEB:

“Customers encounter predictable

impediments at each buying stage. Suppliers

should anticipate and remove these…”

Though CEB is speaking specifically about the buying stages, the same philosophy holds true across the entire customer experience.

By understanding the customer experience, both as it is and as an ideal state, you can create, adjust, and enhance touchpoints to ensure the most effective, efficient buying and service process. As a result, your customers will be better able to achieve their goals, from their pre-purchase through their post-purchase experience, with your company.

Customer Journey Maps Give Your Company Much-Needed Context

Chances are, if you don’t understand the customer journey, you don’t know your customers well enough. If that’s the case, how can you be certain you’re even engaging the right people in the right companies with the right messages and offers? In an age when hyper-personalization reigns supreme, a shallow understanding of your customers doesn’t suffice.

By creating a customer journey map, you will gain an invaluable and essential view of your potential and existing customers. This more complete picture positions you to realize a better return on your marketing investments, and equips everyone in your company to better engage with prospects and customers.

Customer Journey Maps Position Your Company to Drive Better Results

A customer journey mapping report shows that 67% of customer experience professionals surveyed across the globe are using, or have used, customer journey mapping. Moreover, almost 90% of those using customer journey mapping said their program is delivering a positive impact, the most common one being an increase in customer satisfaction. Lower churn, fewer customer complaints, and higher NPS were also among the top impacts.

Common Missteps When Creating a Customer Journey Map

As your company embarks on creating a customer journey map, keep these common mistakes in mind:

Getting Stuck in the Inside-Out Perspective of the Customer Journey

CEB has found that conventional journey maps usually cover four main buyer steps: awareness, consideration, preference, and purchase. CEB calls this the “customer purchase-from-us journey” because it is grounded in a biased view that the buyer will purchase from the company.

Instead, CEB advises that companies think of the typical purchase journey across three phases: early, middle, and late. This approach forces you to understand the experience from the time the buyer is figuring out whether their issue needs to be solved and is then considering different ways to solve it. As CEB says, “Your goal is to uncover struggles that customers would have with any supplier,” not just your company.

Just remember: The customer journey should extend to include the experience with your company post-purchase.

Taking Too Narrow a View of the Customer Journey

Whether you are purpose-driven or profit-driven, your company has to be focused on how prospects and customers interact with the brand across five major touchpoints:

  1. Your website

  2. Your outbound marketing

  3. Your sales team

  4. Your customer support team

  5. Your major brand presence on owned channels like LinkedIn

As the Boston Consulting Group says, “Companies need to understand how customers are using digital and mobile channels for research in order to effectively guide their purchase journeys. Customers expect not only richer online engagement but also multimedia and interactive content. Companies need to invest in technology, data, and analytics to improve insights into customer buying behaviour and help provide more relevant, personalized experiences and content to buyers.”

At the same time, don’t try to create a customer journey map with input from one or just a few customers. You need input from enough sources so you can detect patterns. These patterns will guide your understanding of where customers are enjoying the least amount of friction in the journey and suffering through the most.

Overlooking all the participants in the customer journey

Today’s B2B buyers tend to purchase in teams averaging 6.8 participants according to CEB. But they aren’t all involved at the same time. It’s critical to account for each persona’s engagement during the journey, making sure you clearly understand who is involved and what they are doing when they are on the scene.

Whether you present it as a single customer journey featuring different players throughout, or you create unique journey maps for each stakeholder, you need to account for the various personas. If you don’t get this granular, your customer journey map will end up being a superficial tool that provides little value.

Know Your Customer: How to Research to Create a Journey Map

To understand the customer experience from the outside in, you need to talk to your customers. If you’ve already developed buyer personas, start with those. Done well, these should capture many of the details you want to translate into a customer journey map. However, if your personas are lightweight, you’ll need to conduct more research to fully understand the customer experience from end to end.

Remember to ask questions that help elicit responses providing a complete view of the journey, whether your company is involved or not. In other words, understand each step from the customer’s point of view, starting with the process before your company even enters their mind. While you can interview a combination of prospects and customers, be sure you are talking to people who fit your ideal customer profile so irrelevant input doesn’t warp your view.

Though it might seem counterintuitive, you also need to understand your internal process and employee perspective as they relate to the customer journey. After all, the only way to fully capture the true experience is to document it from every angle. Your internal research will play a major role as you identify opportunities to improve the customer journey experience.

Tips for Creating a Customer Journey Map

You can avoid minefields and create effective journey maps by following these tips:

Start With the End in Mind: Whose Journey Are You Mapping and Why?

While you don’t want to bias your view of the customer journey, you do want to be clear about why you’re creating a customer journey map. Most organizations use them to identify gaps and friction in the experience for their buyer personas so that they can try to eliminate or reduce these. Customer journey maps can also guide departments across the organization on why and how they should break down their silos.

Capture the entire customer journey while highlighting essential moments

Capturing the experience from the customer’s perspective is incredibly important – and valuable. You want to understand the journey through their eyes, but across the touch points where they interact with your company (and your competitors and any other relevant third parties). You’ll likely uncover many insights simply through the process of documenting the journey as the customer describes it. Be sure to understand the needs and goals of every buyer stakeholder (i.e., persona) at each point, and the specific actions they take.

Just as it’s critical to understand the full journey, it’s important to pinpoint critical moments that often result in make-or-break decisions for your customers (some call these “moments of truth”). In other words, figure out the moments that lead to your customers walking away and the ones that persuade them to stay the course.

Account for Logic and Emotions During the Customer Journey

Keep in mind that people making business decisions and purchases experience emotions during the process. Who wouldn’t feel a bit of trepidation and anxiety when spending thousands, sometimes millions, of someone else’s dollars? No wonder CEB research shows second-guessing occurs in more than 40% of completed B2B purchases. You need to account for customers’ logic and emotions in your journey map to develop an accurate portrayal of their experience. Including customer quotes can help bring the emotional side of the journey to life.

Make the Map Actionable: Empower People Across the Organization to Influence the Journey

Remember the reason you are developing a journey map. Assuming you want to make use of the insights to change processes and outcomes for the better, you need to activate the journey map. As Annette Franz, CEO of CX Journey Inc., says:

“Journey mapping is a creative process that

allows you to understand and then redesign

the customer experience. The output is not

just a ‘pretty picture;’ once the map is

developed, it is meant to be a catalyst for


Translate your findings into a visual representation while striking a careful balance. Without enough detail, a journey map is not useful. However, too much detail can overwhelm people and make it hard to know where to focus. Consider developing a high-level version of the map that provides an overview at a glance, along with a deeper-dive version that provides enough detail for people across the organization to take action.

Mitch Belsley, a CX consultant and Chief Experience Officer, recommends simplifying these journeys into an experience storyboard that everyone can understand. He describes it as an easy-to-read CliffsNotes version of the customer journey you want your customers to experience.

While the map is meant to express the experience from the customer’s point of view, be sure to flag areas that present an opportunity for your company to change the experience for the better. Ideally, these get converted into action items assigned to the appropriate departments and people.

Once it’s ready, socialize the journey map throughout your organization. Perhaps you present it to your executive team and a select set of customers before rolling it out to the whole company. You should meet with key stakeholders from all departments to determine how to activate the journey map findings through process changes.

Make the Journey Map Measurable by Grounding Outcomes in Business Metrics

As part of identifying opportunities to improve the customer experience, outline the potential impact of each improvement. By associating these impacts with business KPIs and metrics, everyone can more easily determine which changes to prioritize.

Another reason to align customer journey improvements to business metrics is to help prove the value of a CX focus. If your company can, for example, increase contract renewals and customer satisfaction ratings while reducing manual steps in the contract renewal process, it’s a win-win for customers and the business.

Customer Journey Map Examples

Map Touchpoints, Barriers, and Motivators to One Persona

Create Your Map Around One Crucial Customer Experience

Using Linkedin to Improve the Customer Journey

There are plenty of solutions on Linkedin, for both sales and marketing folks, that can help facilitate a seamless customer journey:

Use LinkedIn Pages to Effectively Communicate With Your Target Audience

You want to master the customer experience at every touchpoint. We make it easier with your free piece of real estate on the world's largest b2b network: your LinkedIn Page. You can share a range of content on your LinkedIn Page, making it an effective way to communicate with your target audience where they’re already engaged in a business mindset.

Use LinkedIn Website Demographics to Understand Your Site Visitors

Remember: You want to deliver an indispensable experience even before someone becomes your customer. Using the Website Demographics analytics tool, you can understand the types of companies and LinkedIn members engaging with your website. Based on this understanding, you can shape your content strategy and update your website UX to guide prospects through a personalized experience aligned with each visitor’s industry, role, or other relevant characteristics.

Use Message Ads to Share Helpful Content or Suggestions With Select Customer Segments

Similarly, you can use Message Ads to send personalized messages directly to prospects and customers who are LinkedIn members. Message Ads are only delivered when members are active on LinkedIn, and one out of every two members opens a Message Ad. So you can be confident that your helpful content and suggestions will be seen by the specific segments you’re trying to reach.

Use Sales Navigator Notes & Tags to Keep Track of Customers’ Interactions With Your Company

Though your customer journey maps represent the overall journey, you want to deliver the best possible experience to each individual customer. One tool that can help is Sales Navigator, with its Notes & Tags feature. Using this, you can keep track of each customer’s objectives and pain points, positioning you to seamlessly facilitate their journey to purchase and renewal.

Use the “My Company” Tab to Share Product-Related Information With Customers

Once they purchase from you, the most meaningful part of the experience begins for your customers. Your focus at that point should be on helping them use your product or service effectively and successfully. With the “My Company” tab in LinkedIn Pages, you can curate content and posts for your employees to share, so these assets are easy to find and deliver information that helps your customers get more out of your solutions.

With customer experience the ultimate differentiator, it’s wise to get serious about customer journey mapping. Dedicate time and effort to creating your customer journey maps and improving the experience for your customers, and you and your customers will enjoy the payoff. While they revel in a more consistent, seamless experience with your company, you will see better business outcomes.

This article was written by Mike Weir for LinkedIn and adapted for the V5 Digital audience.

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  • Writer's pictureFreda Smit

WhatsApp is the world’s most popular messaging platform. Its monthly active user base has surpassed 2 billion. It’s moved beyond merely being a way to chat with friends, becoming a popular promotional tool for businesses all over the world.

WhatsApp marketing is the perfect way to stay in touch with your customers. Not only do more than half of WhatsApp users check the app at least once per day but text messages have a 98% open rate! So you can be certain of eyes on your offer.

It’s amazing how much users adore this mode of communication going as far as trusting brands who chat apps more than those who don't. A staggering 53% of people say they would buy from companies they can reach through chat.

WhatsApp has 2 billion users worldwide!

Why Include WhatsApp in your marketing strategy?

  • Better customer relationships

  • Increased conversion rate

  • Increased sales

  • Reduced marketing expenses

WhatsApp use cases:

  • Send reminders for due dates and payments.

  • Update customers about their order status.

  • Personalise occasional wishes like birthdays, and inform customers of discounts.

  • Recommend possible actions to customers such as new products, travel packages, hotel stays, etc.

  • Remind customers of abandoned carts and persuade them to check out.

WhatsApp marketing ideas and examples

Klook: transactional messages

Klook’s transactional messages on WhatsApp. Source: Facebook

Klook, an online travel platform, decided to use WhatsApp to improve customer satisfaction and retention. As a result, the company’s marketing strategy revolved around booking updates and notifications.

Klook had its customers’ best interests in mind and wanted to find the most convenient communication channel. Thanks to a large audience in the Asia-Pacific region, WhatsApp was chosen as the best option.

Visitors to the website and app were invited to sign up for WhatsApp notifications, which included order updates and reminders. In the end, WhatsApp’s opt-in rate was 63% higher than the Klook app’s push notifications and the customer retention rate increased by 40%

Netflix: personal recommendations

Netflix’s notifications in WhatsApp. Source: Techjokey

Netflix knows a thing or two about keeping users interested. They have always provided personal recommendations on their mobile app but in 2017 the company decided to expand this feature with WhatsApp.

They launched this campaign in India, WhatsApp’s largest market, in January 2017. Users who had both Netflix and WhatsApp installed on their smartphones were prompted to communicate via WhatsApp messenger. If a user clicked “I’m in,” they began receiving messages about their account as well as series and film recommendations.

The campaign also helped Netflix chat with customers even after they had cancelled their subscriptions, sending reminders and announcements designed to get them to resubscribe to the service.

Saffola: real-time assistance

If you’ve ever tried to eat a little healthier you know how frustrating it can be to get cravings. Saffola, an Indian healthcare brand, decided to build its campaign around combating this desire for pizza and cookies.

Saffola created a WhatsApp chatbot to assist people in combating their unhealthy eating habits. Users were encouraged to send the bot a message the moment they felt a craving coming on. The chatbot then tried to divert their attention with pre-recorded positive messages, advice, puzzles, and even a rap song. After this, a promotion for their product popped up.

Adidas: real-time support to footballers

A conversation on WhatsApp with an Adidas representative. Source: Medium

Adidas used WhatsApp to promote its new shoe campaign. The brand decided to target a specific audience, amateur football players; and assist them in dealing with their specific needs.

Football teams often have problems with various aspects of their game. Some players may withdraw from a match at the last minute, and there may be no replacement. Adidas offered to find a replacement via WhatsApp. All you have to do is send a message to a WhatsApp hotline and share important match information. Adidas will send a top-tier football player to your game in exchange.

Despite the fact that the campaign was only six days long and targeted a specific audience, the results were impressive. Adidas received a lot of attention in sports media, retail websites, blogs, and more.


KLM WhatsApp notification. Source: Medium

KLM uses WhatsApp to provide flight alerts and other useful information to its customers. Customers who book a flight via WhatsApp can receive booking confirmations, check-in notifications, boarding passes, and flight status updates.

Customers can access the company’s official website, enter their booking information, and choose to receive flight notifications via WhatsApp. You can also contact the company directly via WhatsApp to get real-time updates on your reservations. Behind the message is always a customer service representative who will ask you for your information and keep you updated.

If all of this has piqued your interest in using chatbots to help your business get similar results, feel free to contact V5 Digital to set up a consultation.

If you want to see how intuitive a chatbot can be, take a second and talk to our clever little chatbot here.

This article was written by Vikrant Kaushal for Jungleworks and adapted for the V5 Digital audience.

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