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Email Marketing in the Pandemic: How to Set Your Strategy

Beefree team
Beefree team
May 21, 2020
Email Marketing in the Pandemic: How to Set Your Strategy
Email Marketing in the Pandemic: How to Set Your Strategy

Months after it began, the COVID-19 pandemic is still underway — and this is creating a major dilemma for brands. The news is different every day. The situation is constantly evolving, and many companies aren’t sure how to tweak their marketing to deal with this crisis. What’s appropriate and what’s not? How many emails should you be sending? When is it acceptable to go back to normal sales emails? If you’ve been asking these questions, here are some crisis communication best practices to follow as you think through your strategy for email marketing in the pandemic.

Focus on transparency

Don’t know what’s going to happen next? That’s totally okay — but tell your customers that and tell them they’ll be the first to know when you figure it out. 84% of customers think honesty is an important trait for brands. Your customers are more likely to support you if you’re honest and upfront about everything, especially during times of crisis.

Your customers are more likely to support you if you’re honest and upfront about everything, especially during times of crisis.

Xfinity has addressed the COVID-19 situation with its customers by sending regular update emails to inform customers about store closures, openings and anything else that’s going on. These straightforward emails can go a long way in helping your customers feel reassured and content.Subject line: Next steps in our COVID-19 response

COVID-19 email example

Watch your tone

Market like you care by paying close attention to the tone of voice used in your email. Be authentic and empathetic, reaching out to your customers instead of solely focusing on yourself. It’s also nice to talk about other things than the pandemic. Everyone is talking about COVID-19. Chances are, you don’t have any news that your customers haven’t heard before. Lancôme gave a recent sales email a COVID-appropriate makeover by including copy that read “Now is the time for generosity” and signing off with a “Take care and stay safe” message to customers.Subject line: FREE SKINCARE ON US ENDS AT MIDNIGHT

email marketing in the pandemic

Be realistic

Reassure customers that shipments are still going out, but be upfront about any potential delays. Again, customers appreciate honesty. Being realistic about timing is absolutely a best practice for email marketing in the pandemic. In a recent sales email, Artifact Uprising added a quick note at the bottom saying the company was shipping orders on time and expected delivery could be found at checkout.Subject line: Introducing: The signature layflat album

email marketing in the pandemic

Consider frequency

How often should you be emailing customers right now? This will depend on the nature of your product or service and the level of feedback and engagement you’re getting from customers. It’s important to continue with regular emails to stay top of mind and make a good impression in this crucial time. But think about quality versus quantity to avoid overwhelming anyone. If you usually send four emails a week, for example, try cutting back to one or two. Then use the level of engagement you receive to further tweak your strategy for email marketing in the pandemic.

Use this time well

Use this time to take steps that will help your business in the future. For example, people who are just sitting around at home may be more likely to take a survey right now. A recent email from CVS read, “Now more than ever we want to support you and your family. Are we doing that? Let us know!” Direct feedback will not only be helpful down the road — it can help inform your current strategy, too.Subject line: Get food & beverages delivered in a few clicks.

survey email example

Use segmentation to be more sensitive

Segmenting your email list can help you be sensitive to each individual customer’s needs. One reason email marketing in the pandemic is so difficult is because everyone’s situation is different. Some people are sitting at home bored, while others are on the front lines at hospitals or working other essential jobs.Geographical segmentation can help you be sensitive to which states are impacted most. Knowing your audience is equally important. A company that serves healthcare workers, for instance, will need a different strategy than a company that doesn’t.

Provide free resources

Offer some resources at no cost to give back to your customers. Mamma Chia recently sent an email announcing a free yoga class for its followers. This is a great way to show how you value your customers — and if the preview of your product gets them to convert down the road, that’s not a bad thing, either.Subject line: FREE virtual yoga class tomorrow! 

email marketing in the pandemic tips

Feel out the situation

The “right” time to resume normal sales and promotional emails will probably look different for every company. A company that offers a product for people who work from home might be sending sales emails as usual with just a few tweaks to the copy. But brands who serve healthcare workers will want to be sensitive for longer.Keep an eye on this evolving situation and consider your audience and industry. In the end, you know your brand and your audience best, and when to continue marketing as usual is a decision that only you can make. In the meantime, send emails with timely and relevant messaging — such as this promotional Old Navy email that points out how a new shirt is perfect for “casual backyard strolls.”Subject line: Twelve-dollar hoodies for one day only

Wrap-up: Email marketing in the pandemic

The key to email marketing in the pandemic is to be as empathetic and relevant as possible. Use insights about your specific audience and their needs to guide your content strategy during this time. And remember, everything you do right now should be setting you up for success when the pandemic is over.Use the BEE template catalog to help you design timely and beautiful emails. We have hundreds of ready-to-go templates that can save you time as you create messages to send to your email list. Let our templates guide you as you craft your strategy for email marketing in the pandemic.

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Email Marketing Pandemic Cover

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The challenges of designing emails directly in Marketo

Marketo’s built-in email editor is useful for basic templates but presents several limitations for marketers and designers.

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Learn more about Beefree's integration with Marketo Enagage [https://support.beefree.io/hc/en-us/articles/24837761625618-Export-Emails-to-Marketo]

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Frequently asked questions on using Beefree with Marketo Engage

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Start your 15-day free Business trial today!

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Email is king when it comes to talking directly to your customers. Sure, we might send texts or share voice notes, but we all still check our emails. It’s how we keep in touch with work and the businesses we connect with. 

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According to IBM, businesses are hit the hardest, with the global average cost of each successful phishing attack increasing to $4.88M USD. The attacks don’t just hit businesses, either, with attacks targeting individuals and even charities.

Just as phishing and spam emails have become more sophisticated, so have the tools designed to protect against them. All providers, including big names like Gmail, use SEGs to secure communications and other features, such as Gmail’s unsubscribe feature

What do SEGs flag as spam? 

SEGs continually update their parameters. This means that what they check for is constantly in flux. What SEGs look for today, for example, could include: 

  • Strange or suspicious subject lines
  • Highly urgent capitalization or excessive exclamation points
  • Strange URLs
  • Poor grammar and/or spelling
  • Generic greetings that don’t address the recipient 
  • Suspicious email addresses
  • The volume of emails sent at once
  • Attachment types 
  • Image-heavy content 

SEGs are far more advanced than just ticking boxes, but that doesn’t mean your emails can’t get blocked or sent to spam. After all, you might put together a great email campaign, but if your email is too image-heavy, it might get quarantined or sent to spam. 

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The good news is that you can implement and send out most, if not all, of your newsletter ideas without issue. So long as the emails are well-made and are sent at a reasonable frequency, you’ll be golden. 

Start by first improving your security methods

In general, you should always look at ramping up the security measures in your business. You can use one of the top types of risk assessment matrix to understand your business's threats and how to resolve them. Then, since you already have that information, you can use it to create better newsletters and emails. 

Make sure the personalization feature works

One of the biggest red flags for an SEG is a generic greeting. Adding Dear Sir/Madam at the start isn’t going to fly in today’s world. Even if your email gets through, it’s unlikely the recipient will open it. 

That’s why you need personalization. Linking your email marketing tools to your customer relationship management system means you can offer easy personalization, like addressing your customers by name, or even offering personalized recommendations based on their order history. 

Avoid image-only emails 

Image-only emails are tempting for an email marketer. They’re striking, they look good, and you can fine-tune what they look like in Photoshop or another image editor. 

They can also be a red flag for SEGs.

Thankfully, the solution is simple: enrich your emails. The best part about this approach is that it also improves the accessibility. Improving email accessibility will help ensure that all your customers can engage with your emails on their terms. Those emails will also load faster, look great on all devices, and be more engaging. 

Align your emails with the landing pages 

SEGs look out for suspicious links. A link might be suspicious if there’s a misspelling or if the link doesn’t sound like the content in the email. So, how do you ensure that SEGs don’t see any of your links as suspicious? 

You make them predictable. 

An easy way to do this is to create a landing page from an email. On top of aligning the landing page with the content of the newsletter, you’ll want to: 

  • Make a custom URL for every link that matches the content of the page 
  • Ensure there’s no misspelling
  • Don’t use urgent language around your link

Use 2FA to boost security

Do you need 2FA to get past SEGs? No, but it’s a great way to help protect you and your customers. 

You can protect sensitive data by adding user identity verification. For example, a customer may get an order confirmation email but wants to cancel or change the delivery details. Including a two-factor authentication step ensures only the customer can request changes. 

Building in extra security features puts your customers at ease. It also protects your endpoints and, in turn, your business. So, no, you don’t need 2FA to get past SEGs, but it’s worth looking into for you and your customers’ protection. 

Avoid urgency 

Urgency can be a flag for SEGs. So: 

  • DON’T WRITE IN ALL CAPS
  • Minimize the use of exclamation points

Think of the copy in your newsletter as a chance to win over your audience, not scare them into clicking the link. Doing this will improve your relationship with your customers since they’ve come to you on their terms. It’s also essential to get emails past the SEG.

Key takeaways 

Secure email gateways are a primary defense against spam and phishing attacks, but they can pose a problem for email marketers. By working to understand the security risks associated with email scams, you can then understand what your email needs to make it into inboxes. 

From there, you’ll want to make your emails more personable, accessible, and secure. Once you’ve found that sweet spot, your newsletters will be more likely to get past the secure email gateway and into your audience’s inboxes. 

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