Trendline Creative Director Alex Williams sat down recently with Campaign Monitorto talk about what it’s like to work at a full-service email marketing agency. He shared insights on his daily routine, discussed the challenges he and his team are helping clients overcome, and delved into the details of working in the email marketing agency environment.
AW: I like to start the morning at five a.m. with a five-mile run…just kidding! I have two small children, so my morning is all about getting my kids fed and to school. Then it’s all email marketing all the time during the workday. At Trendline Interactivewe have people in every time zone to take care of clients across the country, so being a West-Coaster, the morning is go time.
At about 2:00 p.m., when our clients and people on the east coast start winding down for the day, we really dig into our complicated design projects. Afterward, I pick the kids up from school and focus on them until they go to bed. After everyone is tucked in, I like to take a look at some of the bigger email challenges and creativeideas that we’re working on. I’m kind of a right brain vampire in that respect. We’re very work/life balanced at Trendline culturally, which is nice.
AW: More than anything, I enjoy the people I work with at Trendline Interactive. Everyone is passionate about email, about doing our best, and we have a good time doing it. Email moves fast, and if you can’t have fun in the pace, you’re probably not cut out for email marketing.
Other than that, I like digging into every creative brief and finding the hooks and angles. One of my mantras is that every piece of email creative has to have a point–a reason for sending it. And when you really define that point, you follow where it leads.
For example, an email introducing a new product vs. an email notification that explains a service change are very different creatively. I think that’s the key to enjoying the process: Serving the message.
AW: There are all kinds of things. On the creative side, it could be email template systems, email messaging, email testing, email mobile optimization, and general workflow and process of building emails. But across the board: email strategy, analytics, data, deliverability, ESP selection, platform migration, innovation, QA, etc.
I’ve always said with email: “‘Mo Emails, ‘Mo Problems”. The bigger your email marketing program is, the more challenges you have to deal with.
AW: I think the biggest challenge across the board is falling into an email “best practice” view on things.
When co-founders Morgan Stewart and Andrew Kordek started Trendline, a guiding principle was that “We know best practices, but we don’t always follow them. When everyone follows best practices, you’ve merely redefined mediocrity.”
Email has a legacy of saying there is an easy answer for every challenge you might have, and we just know that’s not always the case. That’s where email best practicethinking can limit your potential. Building and maintaining a great email programisn’t simple.
We strive to and have staffed the company to understand email marketing from a 360° perspective: Client/Agency/Email Service Provider (ESP). We get each side’s perspective and factor it into our approach. That email strategy pivots on empathy. When we work with clients, we come in understanding that there are challenges from all sides. If you can’t understand where each party is coming from, you can’t provide an email marketing solution that works.
It’s not necessarily an obstacle, but it’s imperative we understand the brand, the email business model, dig in with our clients about their email marketing goals and understand what they’re trying to achieve so we can deliver for them. It’s a fairly nuanced approach that’s tweaked for each individual client. Essentially, it’s about staying curious about every touch within every email program, and always challenging preconceived notions of what is expected – to achieve the big gains our clients hire us for. Generally, those big gains are the “big metric” that shows the ROI of the email channel.
I can’t share any hard email metrics, numbers or specific email statistics, but an example would be this: When we truly analyzed which email in a program drove the most revenue, it was a text-only password reset email. We converted that into an HTML email with a buy more/save more offer, it produced massive gains.
Another great example would be the email campaign we produced for Airbnb that was aimed at guest-to-host conversion rate. Our email campaign goal was to educate the audience about the benefits of listing and hosting–and then motivating them to do that. We created an email campaign that was simple and clear, used a responsive layout, and leveraged CSS animation.
Email Engagement and website numbers went up leading to increased host conversion rates. This turned out to be an award-winning campaign–and the design elements are now part of the brand’s global style elements and email master template.
AW: I would say, for certain clients, while we are their full-service email marketingagency, it doesn’t feel like that. We feel like a part of their email marketing team. We’re in constant communication and do everything we can to drive the initiatives they challenge us with. It’s a partnership.
For our email project work, I think it’s about velocity more than anything. For example, our account management team has such a well-rounded understanding of email, we can jump into a situation and move the needle in the right direction pretty quickly. And when our email marketing specialists start to get involved, be it strategy, creative, technology, email analytics, it’s that comfort that the client has a team that is focused on their email marketing program while they are dealing with other things.
I think that’s the real value of Trendline as an email marketing agency: Experienced email marketers, focused on results and moving things along quickly outside of the brand day-to-day pace.
AW: Yes and no. We’re constantly testing the email programs we work on, so there is always something going on with every campaign. And for seasonal clients, the busy part is months before the actual events. It’s all about getting ahead and planning up front so it isn’t hectic when it launches.
As far as coping, it’s all about planning. Our Accounts, Operations and QA teams do a great job of making sure that we have adequate time to do great work so we’re not scrambling as we get close to the launch date. We had a 99.6% accuracy oremail error-free rate on around 6,000 campaigns we sent last year, which is a testament to that.
AW: Automation is something I’m actively exploring every day. From a brand new email design perspective, there aren’t big gains to be had, because the email creative process is so fluid. But on the email production side of things, we’ve made huge gains in how we build them. At the end of the day with email, if you have a very structured/templated email program, there are massive efficiencies available now. They do require a lot more technical skill to manage though. But if you want to mix things up and constantly keep your email subscribers on their toes with your creative, you need a dedicated email marketing team.
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