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Email: Once Accepted, Now Expected

The recent grounding of American Airlines flights affected in excess of 250,000 consumers. Among the complaints, they didn’t receive their travel alerts in a timely manner. American Airlines, CEO Gerard Arpey said, it "certainly has not been perfect, but we in good faith have done the best we can." Unfortunately that’s not good enough anymore.

Consumers have grown from accepting email as a viable channel for communication to relying upon it in their daily lives, personal and business. I have heard complaints about broker communications resulting in the loss of thousands, missing and duplicated pizza orders, missed flights and late bills—all of this a result of missing emails.

Email is much more valuable than it has ever been before, so much so that consumers are taking it with them on their phones and PDAs so they can always be in the know. Men’s Health Magazine recently offered that you should ALWAYS keep your smartphone or PDA at your side to be “a person with influence and access to valuable information”.

—Charles Stiles of Goodmail Systems

Posted on April 22, 2008 9:36 AM |

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Comments (1)

John Gillett:

Excellent insights on the increasing value of email -- nothing beats immediate real-time information.

At the same time, how many emails are blocked due to spam filters?

Posted by John Gillett | April 23, 2008 12:10 PM

Posted on April 23, 2008 12:10

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Welcome to the Email Experience Council's blog, a forum for the email marketing industry's leading voices. On these pages, you'll find the opinions and thought-leadership that's driving the next evolution of email.

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the voices of email

The Email Experience Council's membership includes many of the brightest and most committed email marketing experts. We're pleased to have some of them share their insights here on these pages. Our blog contributors include:

Elie Ashery is the president and CEO of Gold Lasso, and is responsible for the company’s vision and strategy execution. Before joining Gold Lasso, he co-founded Newsletters.com in 1997, selling it to The Tribune Cos. in 2000. He then worked for IncenSoft, focusing on email marketing while there. Read more.

Amy Bills is the senior manager of field marketing at lead optimization company Bulldog Solutions. She is responsible for lead generation and the go-to-market execution of Bulldog's new products and initiatives. Amy was previously the editorial team leader of Freescale Semiconductor’s internal creative agency and a senior editor at Hoover’s Online. Read more.

Nicholas Einstein is director of strategic and analytic services at Datran Media. Specializing in email and CRM strategy, he helps some of America’s top brands leverage online channels to communicate more effectively with their customers and prospects.

Lisa Harmon is a principal at Smith-Harmon, a creative services consultancy dedicated to email marketing strategy and production. She works with marketers to increase clickthrough, maximize revenue, and infuse delight into their email creative. Lisa is also the blogger behind edm.smith-harmon.com, an ongoing commentary on the best (and worst!) in email marketing creative. Read more.

Chip House is ExactTarget's VP of marketing services, leading the teams responsible for client success. He was named to BtoB Magazine’s 2005 “Who’s Who in B-To-B,” for being a vocal proponent of legitimate commercial email and an active lobbyist regarding spam and privacy issues. Read more.

Stephanie Miller is VP of strategic services for Return Path, the leading email performance company. She works with marketers to earn a higher ROI and response from their acquisition and retention email programs—developing content, contact and segmentation strategies, along with testing, measurement and production programs. Read more.

Jeanniey Mullen is the eec’s founder and the global EVP and CMO of global online publishing company Zinio. She is a thought leader and visionary in the email and digital marketing field. A columnist for ClickZ, she has published numerous papers and is a frequent speaker. Read more.

Charles Stiles is the VP of worldwide business development at Goodmail Systems. In his role, Charles is focused on helping generate a better understanding of the email environment and potential solutions for a better consumer experience. He currently serves as the chairman for the Messaging Anti-Abuse Work Group. Read more.

DJ Waldow is an account manager at Bronto Software. He works with Bronto’s largest clients to help them achieve and surpass their marketing goals. An active member of the email marketing community, DJ posts regularly on the Email Marketer’s Club, publishes a bi-weekly email marketing best practices newsletter, and films BrontoFire. Read more.

Chad White is the EEC’s director of retail insights and editor-at-large. He founded and is the author of RetailEmail.Blogspot, a blog dedicated to tracking the email marketing practices of the largest online retailers. Chad regularly writes major research reports on email marketing and is an Email Insider columnist for MediaPost. Read more.

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  • Email Marketing Strategy from Silverpop CEO Bill Nussey
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  • Goodmail's blog
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