1. Email Marketing Communication With Sophisticated Customers Moscow, 12 April 2013 Online Retail Russia 2013

2. Sophisticated customer  Has a lot of offers to choose from (remember that you always compete)  Has little time (limited attention)  Is on the move (interacts with brand in different places and situations)  Uses multiple devices and applications (think about your OWN consumer habits)

3. Cleaning up a mess in email databases

4. Cleaning up the mess Only VALID email addresses will GROW your business

5. Bigger database = bigger revenue How EFFECTIVE your email collection points are?  Newsletter webform on your website  Pop-up on your website  Points of Sales (forms, electronic receipts, online order completion)  Loyalty programs  Call centers  Social and mobile apps  Affiliate / CPA programs

6. Preventing trouble Identify risks and action points:  Send to ALL subscribers  Use double opt-in it will lower subscriptions by 10-20%, but: 1.will help in getting whitelisted 2.will protect from typos that can get you blacklisted (ivan@mail.ru vs ivan@mai.ru)ivan@mail.ruivan@mai.ru 3.spambots won’t subscribe to your lists  Affiliate/CPA programs – use seperate domains  Inactives – may lower results. Measure precisely  Purchased lists = spam traps, harvesting

7. Newsletter subscription doesn’t need to be boring

8. Get trendy, jazzy and cool!  Make it easy – use social login  Be creative to provide relevance  Cross-promote your brands

9. Get trendy, jazzy and cool! Communicate benefits, add incentives (% off, free shipping, freebie)

10. Show that customers’ contacts are important!

11. Use responsive design Your customers are here: Most emails are still designed to display here:

12. Email with responsive design in action Pinterest on Webmail: Pinterest on iPhone:

13. How not to fail expectations of the sophisticated customer

14. Send! Email drives sales in other channels

15. Stand out from the crowd! Your competitors are already there. Can afford not to be?

16. Act quickly Purchase at Bloomingdale’s Payment and email subscription to get receipt at the same terminal Newsletter opt-in checkbox 1 minute later Email with receipt and offers

17. How you THINK your email looks like

18. How subscribers REALLY see it

19. So, you stop at newsletters? Automatic welcome emails !!! Automatic birthday / anniversary emails Specials for Most Valued Customers Cross-selling and upselling Clearing remaining inventory from your stock Incentives for non-buyers

20. I do all that already… What’s next? Predictive eye-tracking for content optimization Revenue based split-testing Emails with recommendations Customer segments for specific products generated from behavioral data and predictive analysis Life-cycle email programs

21. Eleonora Nikiforova eleonora.nikiforova@expertsender.ru www.expertsender.ru For business inquiries please contact

22. Thank you! Krzysztof Jarecki krzysztof.jarecki@expertsender.com VP Global Business Development