The unsubscribing link helps the marketers to understand their customers better. This makes them to look for alternatives which would help to retain the customers for a longer time, sometimes even forever. The whole procedure will give an insight about the view of the subscribers, how they picture the company and what are their expectations from the company.
Unsubscribing customers force the company to think of a counter-option to restrain the customer from unsubscribing. So, if the whole process is designed well, it actually helps the email program in reaching its goal.
Also, it is considered as a good practice to provide the customer with the opportunity to unsubscribe.
The major reason being that if you do not provide the unsubscribe link, it is more likely that the consumers will report you to their individual ISPs as spammer. The unsubscribe link should be easy to locate and use.
Marketers include the unsubscribe instruction in every promotional emails, but they should understand that building customer trust is also very important. The customer should be given the chance to manage their inboxes by giving the unsubscribe option at other critical contact points.
The first step towards this is to send the welcome message soon after the customer subscribing in order to confirm the request. Sometimes it may happen that the customer will subscribe unknowingly, especially because of pre-checked boxes on the registration form.
In this case it is very important to include the unsubscribe method in the welcome email, otherwise the recipient will be forced to receive unwanted emails which can bother him to the very extend. This increases the risk of clicking the spam button.
Apart from being easily locatable, the unsubscribing method should also be very easy. This discourages the recipient from clicking the spam button or from ignoring the messages.
Although one-click URL, which is a one step process, is used by most but a better option is a two step process. Sometimes the recipients do an address change; in this case one step process is the worst option. His interest or needs might even change or he might want to receive mails from you less or more frequently.
Here the profile pages will be of help in reduction of unsubscribe and in giving the customers a more fruitful experience. In this method, some links takes the customer directly to the profile page and some ask for passwords to get through. If password is asked for, it is compulsory to add a ‘forgot password’ option.
This adds another step to the complete process and increases the chance of the recipient giving up and clicking on the spam button out of frustration.
The best bet is to use a two step process. The first step takes the recipient to his profile page with the help of a click. The second step helps in confirming the removal request or changes in the individual’s profile. Adding other request removal opportunities works as bonus, such as contacting the customer support if the profile page isn’t working or including web form contact information.
Along with this other options for receiving information should be provided to the recipients. It is helpful to give the subscriber a chance to explain the reason for unsubscribing.
Another good practice is to acknowledge the unsubscribe process. This helps in building trust in the email program as this tells the subscriber that his request was processed, immediately.
If the subscriber has intended upon leaving the email program, a graceful goodbye and vote of thanks for their past patronage helps in strengthening the relationship. The medium used to do this can be same as the request removal.
The unsubscribing and subscribing process should be checked minimum once a month. Nearly half the marketers do not test the unsubscribe method once it has been set up and only one in four check the process only after receiving the complain about it being not working.
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