Reasons US Internet User Unsubscribe from Email Newsletters (% of Respondents Unsubscribed) | |
Reason | % of Unsubscribers |
Not relevant | 46% |
Too many to manage | 23 |
Cause clutter in inbox | 16 |
Not from trusted source | 16 |
Source: CMO Council and InfoPrint Solutions, November 2009 |
41% of consumers say they would consider ending a brand relationship due to irrelevant promotions, and an additional 22% say they would definitely defect from the brand. Yet, while marketers continue to weigh the pros and cons of email versus printed postal mail, consumers are much more concerned about the level of individualization and understanding of their needs and relationship with the brand.
Key findings of the consumer engagement study highlighted in the report, Why Relevance Drives Response and Relationships, showed that:
Types of Email US Internet Users Always Open | |
Type of Email | % of Respondents |
Monthly bills | 72% |
Bank statements | 60% |
Promotional offers | 41% |
E-newsletters | 40% |
News alerts | 37% |
Source: CMO Council and InfoPrint Solutions Company, November 2009 |
The CMO Council report
found that consumers are overloaded with unwanted direct marketing and promotional messages that are blasted out via email, or mass-produced and mailed in vast quantities, choking mail boxes and
filling recycling bins. In most cases, recipients ignore, or have become immune, to standardized commercial overtures. And with the advent of the Internet, consumers are seeking product information
and affirmation from trusted sources and referral networks online.
Liz Miller, Vice President, Programs and Operations, CMO Council, said "Irrelevant, impersonal communications...
(do) not engage a receptive recipient... customers will disconnect and stop doing business with brands who continue to send messages that demonstrate a lack of intimacy, customer insight and
individual understanding."
Even when marketers have deeper engagements with customer, as with loyalty clubs and rewards programs, they are often missing the mark in delivering meaningful messages. In fact, only 6% of consumers felt that the promotions received through loyalty club communications were based on preferences or past purchasing behavior. 30% of consumers stated they are inspired to do business with a company after receiving personalized communication.
Sandra Zoratti, Vice President, Global Solutions Marketing at InfoPrint Solutions Company, concludes that "The research... shows that staying relevant, valued and connected to customers has become the number one challenge for marketers today..."
Additional report highlights:
For additional information from the CMO council and a complimentary summary of findings, please visit here.
This proves why I am against the surge in Mobile SMS Loyalty Campaigns. When someone signs up for future offers eventually this will accumulate and be no different than email. Soon inboxes are filled with clutter not immediate to us. The key is to have impact. If it is a loyalty program give stuff away free. If I knew once a month Quizno's was sending me a free sandwich in my inbox I will open it. But if the offer is the exact same found in the newspaper, online, in the store etc..yawn...opt-out.
Great data thank you!