We had a very successful recharge campaign in the last five days, one of the most successful one in years. Our agents will see a significant increase in their customer's recharges for the last week and this week. What is the recipe? simply, be kind and design an efficient email campaign.
Be kind: generosity always pays off. We knew that our customers would talk a lot during the Easter time, so we wanted to give them a gift from us and they can get the benefit immediately. We prepared a very simple to the point email design without any distraction and had a simple subject line. Hence the open rate was around 30% (which is not bad) and the response rate was very high.
Furthermore, we also knew that this campaign would generate extra commission revenue for our agents, so it was kind of our "thank you" for them for working with us all these years...
Efficiency: we do more than a dozen recharge campaigns from time to time a year to provide some discounts to our existing customers, and we have a good knowledge of all indicators and expectation on how each segment will react to any campaign. Any email campaign can become successful if two indicators work for you, first one is the Leverage and the second one is the Impact.
There are many challenges in email campaigns, the main one is that if you will have a positive return or not. Although the cost of sending email is nearly zero, there are other items in consideration of the cost such as given credits etc. So, what I call as leverage is how much revenue you generate for one dollar spend. If your leverage is higher than 5-6 you are in good shape (depending on the industry).
But that is not enough, because most of the time you might have a significant leverage (because your cost is nearly zero), but if your impact, an indication of how much revenue you generated is low, still your campaign might not succeed.
The best result happens when you have a balance of high leverage and impact. It is mainly a numbers game, you will need to sub-segment your target base, predict the expected open rate, response rate and formulate your offer accordingly to get the maximum effect with high leverage and impact at the same time. We did it successfully with this campaign and we will continue doing these campaigns going forward.