Automated Marketing: Drip vs. Nurture
Eventually your recipient will receive a message from you—either at exactly the right time or of the ideal offer—and they will engage—click to watch, download, or take a test drive. Now it's time to get your nurture campaign involved.
Unlike the drip campaign, the nurture campaign fires off at will each time your recipient engages. When you send a drip event offering a preview of your new video and the recipient clicks to view, your nurture campaign should automatically deploy a message thanking them for viewing the video and offering up a link to something that nudges them to the next step in the purchasing process. Perhaps this is a white paper or a demo. It might even be a meeting with a sales person.
To build your nurture steps, give consideration to your current sales process: You acquire a lead, qualify the lead, nurture the lead by providing additional information as needed, and at some point close the sale. It's critical to sit with your sales team and discuss their current process for closing sales. Along with management and your creativity, you should be able to architect a campaign that is a digital (or, if direct mail, a physical) representation of the sales team's approach. Here's a rough sketch of what that might look like:
- Acquire a lead
- Welcome the lead - for your first touch, consider a blast email that simply proves deliverability. If the email successfully makes it to the inbox and/or is opened, clicked, or not deleted, shuttle the opened and non-deleted emails to your drip segment (until such as time as they too engage and become a member of your nurture segment) and the clickers to your nurture segment.
- Qualify the lead - this might be an email that simply provides links to your social-media accounts, a YouTube video, a resource download, or high-value areas of your website.
- Auto-respond appropriately to the lead - With each specific type of engagement, automatically send a prepared message (called an auto-responder) that acknowledges the engagement, thanks them for the engagement, and offers an accelerated engagement (the next logical step in the sales process). For example, if they watched a video, now might be the time to offer them a white paper on the same subject. For someone shopping for dog food, you might offer them first a video on the benefits of this brand, if they watch the video, the next auto-responder might be a coupon on that brand, if they do not redeem the coupon, the next auto-responder might be a coupon with a higher-value discount and more urgency (shop until midnight tonight and get free shipping). If they still pass on the coupon, consider a video on another brand.
- Rinse and repeat. For each engagement, respond appropriately, and offer an accelerated engagement acting as a nudge in the right direction - your shopping cart or offline purchase.
If you're using a CRM, each event can and should contribute or deduct from your lead score. For instance, if a lead unsubscribes, you can deduct from the lead score and if they open the email, follow you socially, watch the video, download the resource, or visit your website, you can add to your lead score.
Email marketing is the most effective way to increase sales, improve service, and keep your customers engaged. Email campaigns are best bolstered through an integrated strategy that crosses channels and meets your constituents where they congregate and in the media they prefer. “The Integrated Email” provides best practices and ideas for developing strategies and deploying email campaigns and initiatives while keeping an eye on revenue attributable to marketing.
Cyndie Shaffstall, founder, Spider Trainers, is a successful entrepreneur and prolific author, with many books, dozens of eBooks, and hundreds of articles to her credit. She is the former founder of ThePowerXChange, editor and publisher of X-Ray Magazine, and the current founder and managing member of Spider Trainers, a managed automated email services provider for companies around the world. Connect with Cyndie on LinkedIn, Twitter, Google+, or join her LinkedIn Group, the Marketing Resource Library for daily links to marketing-critical resources.