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The Hidden Opportunity in Gmail’s New Unsubscribe Button

May 19, 2014 By Bob Sybydlo
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As much as marketers want to make things easy for their customers, they don't want to make them too easy. After all, the "add to cart" button is only a click away, but so is the "unsubscribe" button.

When Google announced it was first filtering promotional emails, then introducing a more prominent unsubscribe button that would allow consumers to unsubscribe without opening an email, marketers were up in arms. Google has long since abandoned its "don't be evil" motto, but the change seemed designed to send a message to marketers: "We're on the consumers' side."

Believe it or not, the message isn't hostile. The fact that consumers can now unsubscribe without opening an email is ultimately a positive one for marketers, although it doesn't appear that way at first.

Here's why. Fundamentally, marketers should think of the unsubscribe button, whether at the bottom of an email or elsewhere—as another feedback loop. Consider the alternatives. If your customer can't find the unsubscribe button at the bottom of your email in 8-point font, they may hit "mark as spam" in desperation. Get enough of these frustrated customers to take the same action and inboxing is negatively affected across an entire ISP.

If customers click unsubscribe via the new Gmail button or traditional channels, marketers should interpret it as another bit of feedback. It's a polite "no, thank you" instead of an angry "send to spam." Send to spam could start a chain reaction and harm your future chances of reaching the inbox. Similarly, make sure you're doing everything in your power to ensure that emails are opened and read. Use engaging subject lines and reinforce the value of your emails through other channels.

On an individual level, keep an eye on inboxing rates to ensure that your message is being delivered to and read by consumers. A significant drop in engagement could be a red flag that many users are unsubscribing from your lists.  Gmail has also promised to release reports that will provide even greater insights into user preferences. We suspect that these reports might contain information about what caused users to unsubscribe so marketers can make further adjustments and gain more insight into user preferences.

 

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