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Epsilon on Email Marketing: Subscriber Engagement Isn’t a One-Time Effort

April 4, 2014
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DALLAS, TX, April 3, 2014—Epsilon, a global leader in creating customer connections that build brand and business equity, and Email Institute, the Epsilon-powered email marketing best practices destination, today released the "Q4 2013 North America Email Trends and Benchmarks" report. The report shows an increase in email open rates over the previous year's metrics (Q4 2012). The analysis also found that a significant amount (62 percent) of new subscribers were unengaged with marketers' email programs in Q4 2013, highlighting the continual need to build and maintain subscriber engagement.
 
"As we've said before, subscriber engagement isn't a one-time effort. It's a continual process that requires a long term strategy," said Judy Loschen, vice president of digital analytics at Epsilon. "How, when and where a customer interacts with your brand could prove to be the most useful information in your email marketing efforts—today email marketers need to build connections between brands and customers that are based on engagement and differentiated experiences. The best way to achieve this is by leveraging data to provide meaningful experiences."
 
Business As Usual (BAU) Email Trends
The quarterly analysis is compiled from 7 billion emails sent by Epsilon in October, November and December 2013 across multiple industries and approximately 140 participating clients. The analysis combines data from Epsilon's proprietary platforms.
 
BAU Highlights:
  • Non-Bounce rate remained strong at 96.1 percent
  • Open rates were consistent quarter over quarter at 30.9 percent
  • Click rates were 4.4 percent, increasing quarter over quarter and in-line with last year
Triggered Message Email Trends
Triggered message benchmarks are compiled from more than 297 million triggered emails sent by Epsilon in Q4 2013 across multiple industries. Results track campaigns deployed as a result of an action or trigger such as "Welcome," "Abandon Shopping Cart," "Thank You" and "Anniversary."
 
Triggered Highlights:
  • Triggered messages accounted for 4.1 percent of total volume, slightly lower than Q4 2012
  • Triggered open rates were 58.5 percent, higher than BAU messages in Q4 2013
  • Triggered messages continued to perform well, reporting 127.7 percent higher click rates than BAU messages
Email Activity Segment Evaluation (EASE)
These metrics are compiled from more than 592 million non-bounced and opted-in email addresses that were contacted from January 1, 2013, through December 31, 2013, across multiple industries and approximately 150 clients. The EASE analysis, which includes behavioral segments, examined the overall performance of the average email file.
 

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