Showing posts with label response rates. Show all posts
Showing posts with label response rates. Show all posts

Tuesday, March 8, 2011

Data Appending. The Devil is in the Details.

Dear Prospect,

You called me last week about appending email addresses or phone numbers to your house list.

Phone Conversation"Can you do it?" You asked innocently.

"Certainly!" I responded.

"What will my 'hit rate' be?" You asked.

"Arrrrrgh!" I thought, thinking to myself that this obvious question is as difficult to answer accurately as the other slow-death-by-quicksand question "What will my response rate be?"

I took a deep breath. Here we go again. I'm dealing with someone who wants an absolute number—almost a performance guarantee—in an area that has so many variables that any answer I give him will be wrong.

I thought about your question for quite a while before I spoke again. Here are some of the thoughts that were racing through my head in those 10 seconds of silence:

How fresh is your data? How often do you update? If we're trying to append information on data that is even 5 years old, lotsa luck!

Do you want the data to match to name only? To name and address? To name and zip code? To multiple "touch points"?

So many unanswered questions
What about name variations? Maybe you have "Joe and Mary Smith" in your data. What about "Joseph and Mary Smith" or "Joseph L. and Mary A. Smith"? or "Mr. and Mrs. Joseph L. Smith" or any of a dozen other ways this name could be presented? How do you want to address this issue?

What do you need? Do you have specific goals and needs? If you've got a specific end-game, please let me know. I can help you better if you give me more information.

You didn't have any answers for me, but I kept slogging on.

Are you willing to invest time and money to bring your data up to snuff if it needs to be done?

How many passes are you willing to pay for to get the output you want? Are you willing to test vendors to see which produces the best outcome for you? After all, not all data files are created equal.

What are your expectations? If we get a 30% match is that OK? 60%? Or is nothing less than 100% acceptable? So much of our success will be dependent on your data. So much of your happiness over the results will be based on your expectations going into the process.

So here I am, on the horns of a dilemma. We can do what you want, but I know that you want an absolute number that you can plug into an equation that will prove (or disprove) the efficacy of the effort.

I'll be waiting for you...
I can try to educate you about the process, yet the largest variable in the entire equation is your data. You're asking me to give you a project cost and a performance guarantee based on something that you know more about than I do.

The call ended with you saying (not too convincingly) that you'd get back to me. I fear I shattered your preconception that this would be an easy-in easy-out conversation. And it wasn't.

I hope you do call back. But I fear you've gone to someone who would give you a glib (and useless) answer.

I'll be waiting.

Tuesday, March 1, 2011

Listen Up. I’m only going to tell you once…

The masters of marketing say that you have tell prospects what you are going to tell them... then you tell them... and then you remind them of what you told them. In other words, repeat your message.

Repeat Your Message!

So why would you think that one email or one direct mail or one tweet or one text message would be enough? Surely one of anything will pull in some business, but if there were an easy way to multiply your effectiveness wouldn't you want to do it?

You'd be an idiot not to! And yo' Momma didn't raise no idiots. Right?

But if you've read this far you already know how to create this marketing magic.

Need a hint?

Go back and read the first paragraph again. And again.

Got it now? Repeating your message is good marketing.

No, I'm not saying to robotically say the same thing over and over again until you hypnotize your audience into zombie-like group think. I'm saying to use multi-channel marketing. Mix the media, but not the message.

Mix Marketing Media.Need corroboration? Consider this statistical gem: Direct, targeted direct mail, combined with a same-day delivery of an email can boost response rates above 10%.

It starts with direct mail. 98% of consumers retrieve their mail the day it is delivered; and 77% of that 98% sort through it immediately. A great DM piece—well written, well designed, well presented—grabs eyeballs and attention. It probably lands in a "to do" pile, and it probably brings in a 3-8% return.

Now add a little "sweetener" in the form of a complementary email. Same message. Same graphics. Same call to action. Same day. Voila' marketing magic!

OK, usually only 10% of your email recipients open your email, and only about 10% of that 10% click through to your offer. Now that's an itsy bitsy group, but if the email and the DM appear on the same day, they exponentially reinforce each other.

Let me say it one more time:

Mix your media and repeat your message.

Then get out of the way.

Tuesday, October 27, 2009

Don’t get Rooked: How to pay less for Postage

Every day someone asks me if I know strategies and techniques to reduce postage. And yes, I do. Lots of them.

But no, there is no “one solution fits all” answer. Getting a mailer to the optimal postage rate (please note I didn’t say “lowest!” rate—the highest rate may really be your lowest cost) is like playing three-dimensional chess.

A chess board is a simple black and red checkerboard pattern. It’s how you move those pieces to get to your goal that makes the game challenging.

Using postage regulations to your advantage is like playing that chess game.

To give you a strategy that will work for you (and generate an accurate postage estimate), I have to weigh your package size, weight and thickness; the distribution of your mailing list; the quantity you want to mail; and the delivery date you’ve got to have. I need to know if you are a for-profit, a non-profit, or running for elective office, as different rules and strategies apply.

Remember: Some chess pieces can move one square in any direction; some move only diagonally. Knowing which to move and when to move wins or loses games.

For instance, in Standard mail there are 27 postage rates for a letter. Even First Class Presort has 5 rates for that same letter. Throw in lumpy mail, thick mail, non-flexible mail, postcards and periodicals and you can see just how many variables I have to measure to get to your answer.

There’s one thing that is not variable, though. Unless you’re mailing a gold-leafed invitation wrapped around an original photograph by Annie Liebowitz, addressed with calligraphy by Zhang Dawo, postage will probably be the most expensive aspect of your direct marketing.

While every technique will not work for everybody—remember, a pawn and a rook can’t move the same way—here are 10 Tips to help you reduce that not inconsiderable postage outlay:

1. Clean your data. For every bad address you get off your datafile, you’ll save printing and postage. You’ll also increase your response rate, but that’s a different story. Data cleaning starts with NCOA, then goes into internal de-duping (look for identical names and identical addresses), running it against deceased data.

If you have the time and will be mailing multiple times, consider getting ACS—Address Correction Service. It will take you several weeks to apply, but will mean that we can use intelligent barcodes for you in the future (that’s another story, too) so you can track your mail in the postage system, AND you’ll be able to electronically get back corrected addresses for FREE.

2. Presort. You’ll save about .10 per letter at First Class Presort rates and twice that at Standard and about 30 cents per letter at Non-Profit rates. Yes, you can have a live stamp in any of these classes.

Of course, we have to NCOA (run your data through National Change of Address software) then presort, and sort/tie/tray, so some of your advantage will be eaten up with post office-required processing steps.

At small quantities—and that depends on the piece you are mailing and the destination address—presorting can actually cost you more than if you mailed straight First Class. Be sure you know the ins and outs of the postal regs before you reflexively say “Standard!”

Standard is not always cheaper and it is almost always slower. Unless you’re running for political office, in which case I’d suggest you mail at Standard Red Tag Political rate. You’ll get Standard postage rates but First Class delivery.

3. Mail Smaller. Flats—pieces larger than 6-1/8 x 11-1/2” cost more to mail. Of course, they stand out in the mailbox, so they have more visible. But that visibility has a price.

Postcards can be as small as 3.5x5 or as large as 6x11. Depending on the size of your postcard, the distribution of your list, and the needs to get it delivered fast, you may do better mailing at First Class, First Class Presort or Standard. Ask us to do an analysis for you.

4. Mail lighter. Keep your mail below 1 ounce in weight if you are mailing at First Class or First Class Presort. If you opt to mail at Standard or Non-Profit rates, you can mail 3.3 ounces for the basic rates. Hence, if you know your mailing piece is a heavyweight, reconsider mailing at First Class.

And of course, if lower postage is your thing, keep your piece thinner than ¼ inch.

5. Mail more. Higher mail volumes typically can reduce per-piece production—and often postage—costs. But not always. It depends on the distribution of your list.

6. Mail in highly concentrated areas. It’s easier for the post office to deliver mail that is highly concentrated; they reward mailers with lower postage rates. The optimal low rate is CRRT—Carrier Route—where the carrier delivers one piece to every address on his route.

7. Be sure your mail is automation compatible. Mail that is too stiff (or not stiff enough) or “lumpy” or square or outside aspect ratio rules or too highly reflective or with insufficient contrast between address and background or otherwise non-machineable will cost you money. Not sure about your mailing? Call us! We will help you figure it out :)

8. Be sure your mailing panel meets USPS requirements. The USPS just changed addressing requirements for self-mailers, newsletters and flats. Put the address panel in the wrong orientation and you’ll pay 10 cents more in postage. Be sure to check USPS design and folding requirements before you put ink to paper.

9. Comingle. If you’re mailing more than 25,000 pieces at a presort rate (ie First Class Presort, Standard or Non-Profit) you may find that using a comingler can save you postage.

10. Dropship. Mail going to a single, specific destination can often save time and $$ by being dropshipped to the delivery point SCF or BMC.

It works this way: We prepare the mail. We then take it to the postal facility where it is entered into the mailstream. But instead of being released into the mailstream at that point, it is put back on our truck with paperwork that says the postage has been paid and the mail passed postal inspection. We then drive the mail (or hire a long distance trucker to drive the mail) to the destination SCF or BMC. The savings per piece: approximately 4.3 cents. Hence, to save on postage, the cost of the shipping must be less than the postal savings.

It’s not just about postal savings, however. Dropshipping can cut a week or more off delivery time—even as it is saving $$. If time and $$ are both important to you, then you should be discussing dropshipping with us.

Like chess, minimizing postage is a game of strategy and nuance. Knowing these 10 tips will put you way ahead of your competition, but be sure to check with your local Mailing Requirements office and/or us for details specific to your own project.

Finally, work with us! We have your interests and needs in mind. We will help you make the right financial decision for your specific project.

And if someone tells you that the job can print and mail for less than the cost of published postage rates, run for the door. They are not your friend. They have you in Checkmate and you don’t know it yet.

Friday, August 7, 2009

Finding my new BFF!






















I can’t tell you how many times people ask me to help them with direct mail marketing….but they can’t tell me who their audience is!

Like the guy last Thursday who wanted to mail to “People who love their homes.”


Or the lady who defined her audience as “women.”


They are Doomed! Doomed! Doomed!


There is absolutely no clarity or critical thinking on their part. They can’t give me a reason why “women” would care about their product or service.


But ask me to find “Married African American women ages 25-50, in a specific geography, with household income over $xx, and kids” now there’s something I can work with!


We’re talking about knowing the audience for your message. Understanding who you are trying to reach so you can tailor your presentation to them. Finding your new BFF! (Best Friend Forever)


Demographics. Big word, but use it right and it can generate huge results.


For instance, last week I had the privilege of working with Kathy, a real estate agent who knew exactly the audience she wanted to reach. She knew her demographics.


She wanted homeowners with household income over $100,000 and home values over $775,000. Having lived in their homes for at least 10 years, they are now empty nesters. And yes, she wanted a very specific geographic area.

Sweet! She had her demographics down pat.

I had to go out only 1.39 miles from her office to find 1000 families that met her criterion. Her sales literature, phone calls and conversations are targeted to their unique needs. Her closure rate should be phenomenal because she “talks the talk” and “walks the walk.” She knows her audience and what drives them.

Most of these folks (772 of them) have HHI over $250K. The majority (714 families) have lived in their homes more than 14 years.

Are they ready to downsize? Retire? Move up and move out? I assure you Kathy will know in short order. Sales will inevitably follow.

So here’s the next-to-last word on demographics. Truly, thoughtfully consider the optimal person for your message. Not every person is the right person for every message. By using selective demographics to weed out inappropriate people, you can select the people who are right for your message.

Among some of the defining demographic factors are age, gender, household income, marital status, homeowner/renter, home value and length of residence, type of home (ie multi-family or single family), geographic location.

If you need to have even deeper analysis, you can ask for political or religious affiliation, credit worthiness, hobbies and interests, type of car they are likely to drive, pets and a multitude of other factors.

Last word: If you don’t know if something is available, ask. But don’t ask for information that is not core to your message. You’ll pay for something that you really don’t need. And that’s almost as stupid as mailing to “people who love their homes.”






43670 Trade Center Place, Suite 150, Dulles, VA 20166
Phone: 703.996.0800 | Fax: 703.996.0888 | 1.866.365.2858
www.paulandpartners.net | sales@paulandpartners


Friday, July 24, 2009

Content with your Content? Maybe you shouldn’t be!

I don’t pretend to be The Final Arbitrar of things e-marketing. I’m still learning as I go. I do read a lot about the subject, however, and have found several “truths” on my travels that might enhance your web site or e-newsletter or e-pitch.

In a nutshell, the “authorities” (ie those who have book deals so someone somewhere must think their information valuable enough to share) agree on 4 points. Your materials must have good content, real value and usefulness to its readership, a
uthenticity and a genuine point of view, unique products, pricing, delivery or some other differentiator.

Sounds pretty simple and straight forward until you really get down to it. Then it becomes amazingly complicated.

Let’s start with SEO—Search Engine Optimization. You want as many eyeballs as you can attract on the theory that some of those eyeballs will become buyers. Right?

Step back a second. David Meerman Scott says in his book, World Wide Rave, that “performing SEO on crappy site content does not make any sense.”

Hmmm. Makes sense, doesn’t it? If you throw a party and no one comes, it was a bust. If you have a website and drive traffic to it, but no one converts, signs up, joins or buys your stuff, then you have a bit of a problem. It just isn’t doing what you need it to do.

So what will make your website better? More SEO-driven words? Probably not. More than one expert suggests you go back to the drawing board and do what you do best. But do it with passion. Let that passion, intensity and purpose shine through your materials. Put quality into your product and passion into your presentation. It’ll shine through. As Steve Martin wrote, “Be so good that they can’t ignore you.”

As an obvious corollary, you’ve got to like what you do. It will show. Like dogs that can sniff out explosives, your audience will sense your enthusiasm or lack of it. If they like what they sense, they will want to be part of it; if they don’t, they won’t.

So what is “good content”? It’s something that you are truly, deeply interested in. It is special knowledge that you have that you want to share. It’s something that you are so interested in or enthusiastic about that you want to share it with others, and you do it with such enthusiasm that they want to know about it, too. It’s something that when you share it, it makes your audience smarter.

What makes it valuable or useful? Your site must impart information that your readers need/want to know. Maybe you’ve got an industry-specific site. Give your readers the best up-to-date info you can on industry trends…legislation that will affect them…tips, tricks and techniques that work.

Whether you’re concerned about Barbie Dolls, a medical issue, a resort on a Caribbean Island or the high school marching band, the rules are the same: if it doesn’t talk to the needs and interests of your readership, you’re a tree falling in the forest. No one is listening.

How can you tell if anyone is there? Talk to them. Blog ‘em. Ask questions. And really, really listen to their answers. You can even poll them with Survey Monkey and Poll Daddy. They will tell you if there is any “there there.” Or not.

So how do you sound authentic? Sincere? Real? The best response is to just be yourself. Some people find that talking into a tape recorder helps. Then they edit.

If you’re not comfortable expressing yourself in writing, find someone who can take your words, your enthusiasm, your point of view and turn it into presentable prose. Maybe someone on your staff can help; maybe your spouse will volunteer—for who knows you better than your spouse!

One last critical piece of advice I’ve gleaned on my travels: There is no get rich quick scheme. You’ve got to be in it for the long term. You’ve got to be constant and you’ve got to be consistent.

Sure, keep an eye on the Google analytics. Measure the audience and see if your audience is building. That’s a good thing. But don’t obsess on the details. If your trend lines are upward, you’re heading in the right direction.

And that’s as good as it gets.

Goodness knows Paul&Partners is trying to get better at this stuff, too. Please contact me and tell me how you think we’re doing. I’d like to know. Really! Call me at 703-996-0800. Ask for Sam.


43670 Trade Center Place, Suite 150, Dulles, VA 20166
Phone: 703.996.0800 Fax: 703.996.0888 1.866.365.2858
www.paulandpartners.net sales@paulandpartners

Thursday, July 2, 2009

I am soooooo bored...













I am sooo bored. For a workaholic like me, a week at the beach is an eternity away from the excitement of the office. Sunbathing isn’t good for me. Getting sand in my ears and everywhere isn’t my thing. Sipping Pina Coladas before 4:00?—just too decadent. Yes, I am a desperately bored woman.

But I do have my computer, so I’ve decided to turn to you for help.

Send me your questions about postal regulations,
direct mail strategies, postage pricing, using personalization, getting the best bang for your direct marketing buck. Or whatever is on your mind. If I can help, I will.

As your own personal downscale Dear Abby, I’ll try to offer advice geared to save you money, minimize your postage outlay, and enhance your response rates.

I want to hear from you. No, I need to hear from you! ellen@paulandpartners.net or 703-996-0800

Save me! My brain is stupefying.











Paul&Partners Direct Marketing
43670 Trade Center Place,
Suite 150, Dulles, VA 20166
Phone: 703.996.0800 Fax: 703.996.0888 1.866.365.2858
http://www.paulandpartners.net/ sales@paulandpartners

Monday, May 18, 2009

Dear upset client...

Dear Upset Client,

I've gotten your envelope with the returned mail pieces.

Yes, we did run NCOA (National Change of Address software) against your data before we mailed the job for you. You thought it was unnecessary, but we insisted. “It’s my list. I know them. Been mailing to them for years!” you said. But it really didn’t matter. New USPS regulations say we must run NCOA on any presorted classification of mail that includes a recipient’s name. That means First Class Presort, Standard or Non-Profit. That means you.

So we NCOA’d your data.

We corrected your bad addresses where possible. Your data was ugly, frankly, and we corrected what we could for you. You’re welcome.

Yes, we did update the recipient’s address where possible. You hadn’t cleaned your data since the flood—OK, since 1953, but that’s an eon in marketing. Even the best NCOA list only goes back 48 months. 1953 is two generations ago!

And yes, we did delete a lot of folks. Not surprisingly, a huge number of your folks are dead. Let’s see, if they started donating in 1953 at age 50, they’d be 106 today. 106-year olds just don’t donate the way they used to.

Yes, it was a surprise to us, too, that 25% of your list was deceased. Maybe that’s why they left no forwarding address. Maybe that’s why your response rates have been going down the drain of late. Maybe that’s why you’re paying more in postage and printing and production and seeing fewer dollars back each year. Go figure.

We didn’t—but could have—run your list against a list of people currently living at government expense in Leavenworth, Kansas. Knowing your database, we didn’t think that was necessary.

We differentiated for you between individual moves (ie divorces, going away to school, moving to a nursing home, etc) and family moves and did as you directed us to do on each one.

And yes, we eliminated the folks who had moved overseas, addresses with fatal flaws, and businesses that had closed.

We also did an internal dedupe, so that you would send only one letter to the Smith household. When we started with your data clean up, the Smiths were getting 5 letters. One to Bob and Mary Smith, one to Robert and Mary Smith, one to Robert Smith, one to Mary Smith and one to Bob Smith. Remember we told you that 40% of your list was duplicate addresses? That’s what we meant. The Smiths were getting five letters from you each time you mailed!

So we did all this clean up for you, and then we gave you your data back. Ignore what we sent you at your peril. We don’t want to go through all this with you next time. It would be like taking the same hill twice.

I’m truly sorry you are disappointed that your list went from 136,000 people to 28,000. I think you’d be glad. Instead of mailing 108,000 bad and iffy addresses, you’ll be mailing to 28,000 good ones. If those 28,000 people give like they have been giving, your response rate will skyrocket even as your costs plummet. Now that’s a win/win in my book. Sorry you don’t see it that way.

Now about those 86 bad addresses you sent me.

In 100% of the cases, the yellow stickie labels say "Unable to Forward." They do not say the address was bad--which substantiates the value of the NCOA. They say "Unable to Forward."

In this economy people are moving in the dead of night. They simply leave the key in the mailbox and drive away. It’s one way to temporarily avoid creditors. Dying is another. Both result in “Unable to Forward” stickies.

Currently, 40% of those who move do NOT send their new address info to the Post Office which means that that 40% will not be caught on an NCOA.

Please contact me in a month when your campaign is running at full tilt.

I bet those 86 records that are aggravating you today don’t look so bad then.

Thank you.


43670 Trade Center Place, Suite 150, Dulles, VA 20166
Phone: 703.996.0800 Fax: 703.996.0888 1.866.365.2858
http://www.paulandpartners.net/ sales@paulandpartners.net