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  • With the recent broadening of messaging channels (social media, collaboration, text, etc.) it might be easy to believe the oft-made claim that “email is dead,” but a number of marketers said this month that email beats social media when you look at the stats.

    While all believe social media has an important role, none think email is losing its place as the cornerstone of emarketing efforts. Message Systems, a provider of messaging technology solutions, conducted a survey during its annual user conference this month and found that 97 percent of respondents leverage email for marketing campaigns. The survey also found social media rising in popularity, with 70 percent of respondents indicating that they market through social…

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  • Under Attack - The Future of Online Trust

    As businesses look to implement innovative new cloud services and support multiple platforms and devices, they are faced with the daunting task of maintaining security, data, privacy and the identities of the users and customers they support. Unfortunately, data loss incidents, misguided privacy policies, grievous data collection practices and ineffective planning and communication responses are becoming commonplace. We are at risk of becoming causalities in what is shaping up to be a never-ending war against cybercriminals, politically-charged hactivsts, data thieves and data saboteurs. Online trust and user confidence are becoming daily casualties. To help address these threats and protect the online ecosystem, the Online Trust Alliance is hosting its annual educational Forum in San Jose, October 1–4.

    As recent experiences by Zappos and others have recently proven, trust is an asset which takes a…

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  • About a month into the switch by Microsoft that replaced its flagship (but reputation-tarnished) mail service Hotmail with Outlook.com, email marketers are still sorting out what the ensuing email address changes mean to them. At the time of launch, Microsoft gave its users the option to choose a new Outlook.com email addresses or (for now anyway) keep Hotmail ones. Within an hour Microsoft said it had accumulated 1 million new Outlook.com users.

    A few industry experts offered thoughts on the impact the switch might have to email marketers:

    “The consequences for email marketers are…

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  • The proliferation of smart devices and mobile apps is expected to give rise to a more sophisticated and interactive customer service experience over the next four years. Analysts are predicting that more than half of inbound customer service calls in key countries will to be made from a mobile device by 2016, and 30 percent of these from smartphones. But is the enterprise ready for mobile customer care?

    A recent study on the subject entitled “The Future of Customer Service in a Mobile World: Smart, Connected Interactions” published by Ovum and co-written by lead analyst Daniel Hong, principal analyst Keith Dawson, and ServeLab’s Mike Bergelson and Colin Schiller explore the impact expected by the mobile trend.

    “The…

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  • There is a real risk for marketers to “lose” customers in our current age of the always-connected customer. This seems at first counter to the thought that more online time would mean more opportunities to engage the customer. It is true that more devices and more channels mean audiences are available in more places, at more times, however, it also means audiences’ scattered attention has made previously reliable customers increasingly elusive.

    “New analytics solutions, multi-channel metrics, and better collaboration tools will be crucial in 2013,” says Aphrodite Brinsmead, senior analyst at Ovum. The Ovum analyst says organizations will feel the pressure to understand and pre-empt the needs from the always-connected customer.…

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  • Is Email Really Going Away?

    In the 2009 to 2011 timeframe, there were a number of articles in the trade and popular press about the demise of corporate and personal email. Many believed that email use would dwindle as younger people entered the workforce, those weaned on social media and text messaging. Email was for the “grups” (you’re welcome, original Star Trek fans), while newer forms of communication would replace it.

    Maybe someday, but not now. We just completed a survey with corporate email users to determine if that was the case. What we found is that 42% of email users are employing email more today than they were 12 months ago, while only 10% are using it less. The remainder are using email at about the same level they were a year ago.

    Our research also found that email continues to…

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  • Originally posted on DataScienceCentralWe recommend sending a message similar to the following one to your subscribers, using a different mailing list management system, and testing with small batches of email addresses - 1,000 at a time, initially.

    If you have a Gmail account (and most of us do), you might have noticed a new feature that Google is slowly deploying across all users. Not everybody is impacted yet, though more and more users are every day, and it is still possible to reverse back to the old Gmail if you don't like it.

    Google, in the new Gmail version, displays three tabs at the top: PrimarySocial and Promotions email. Google automatically assigns a category to each message sent to your Gmail account. I invite you to…

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  • Spam Management for e-Marketers

    This article was first posted on DataScienceCentral, by Vincent Granville.

    Some important or useful messages might be sleeping in your spam box, especially if you use a Gmail, Hotmail, Outlook or a corporate email account from companies such as Intel, Wells Fargo, Cisco, Walmart, Cigna, Intuit, Cap Gemini, etc. Some universities, alumni and government agencies also have a high rate of false…

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  • This is our first article in a series about good actionable KPI's to optimize various ROI. Future articles will focuse on metrics for fraud detection, user engagement etc. This one focuses on newsletter optimization.…

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  • This post is part of our blog post series on data science case studies and success stories.…

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  • How could Google make money out of Gmail?

    Here's a new idea for Google to make money and cover the costs of processing / filtering billions of messages per day. It was first posted on…

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  • Unusual type of market segmentation

    Marketing campaigns rely on market segmentation for optimization - to send the right promotional stuff at the right time to the right target. Identifying optimum segmentations is one of the main purposes of market research, and typically done by …

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