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Delivering Results to the Inbox Sailthru’S 2020 Playbook on Deliverability, Why It’S Imperative and How It Drives Business Results Introduction to Deliverability

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Delivering Results to the Inbox Sailthru’s 2020 Playbook on Deliverability, Why It’s Imperative and How It Drives Business Results Introduction to Deliverability Every day, people receive more than 293 billion Deliverability is the unsung hero of email marketing, emails, a staggering number that only represents ultimately ensuring a company’s emails reach their the tip of the iceberg. Why? The actual number intended recipients. It’s determined by a host of of emails sent is closer to 5.9 quadrillion, with the factors, including the engagement of your subscribers overwhelming majority blocked outright or delivered and the quality of your lists. All together, these factors to the spam folder. result in your sender reputation score, which is used to determine how the ISPs treat your email stream. Something many people don’t realize is that to the Deliverability is also a background player, so far in the major Internet Service Providers (ISPs) — Gmail, shadows that many people don’t think about it, until Yahoo!, Hotmail, Comcast and AOL — “spam” there’s a major issue. doesn’t refer to marketing messages people may find annoying, but rather malicious email filled with That’s why Sailthru’s deliverability team created this scams and viruses. In order to protect their networks guide. Read on to learn more about how deliverability and their customers, the ISPs cast a wide net. If a works on the back-end and how it impacts revenue, message is deemed to be spam by the ISP’s filters, it’s your sender reputation and how to maintain a good dead on arrival, never to see the light of the inbox, as one, and best practices for list management, email protecting users’ inboxes is the top priority of any ISP. content and more. That’s why strong deliverability is essential for any email marketer. Contents Glossary of Terms pg 3 Why Preference Centers Are Paramount pg 9 The Complex Path to the Inbox pg 4 Permission Practices: The Good, the Bad and the Gray Area pg 11 How Deliverability Drives Revenue pg 4 Email Headers and Return-Paths pg 14 “Sending Email People Love” and What That Means for Your Reputation pg 6 Email Legislations Around the World pg 14 Looking at List Management pg 8 Getting Started pg 16 Is Your Content Optimized for About Sailthru pg 18 Deliverability? pg 9 2 Glossary of Terms To understand deliverability is to begin with a vocabulary lesson. There are a ton of terms, many of which are acronyms, such as ISP and ESP. Here’s a breakdown: Bounce: When an email is Domain Name System (DNS): This email as spam or junk, helping them undeliverable, it bounces, which can system maps a human-friendly identify issues early. fall into two categories: domain name into a server IP address, almost like a telephone Inbox Placement Rate: When mail • Soft Bounce: These occur book. An MX type DNS record is accepted into an ISP’s network, when the ISP is blocking your specifies where mail destined for this figure refers to how many email due to reputation issues a particular domain name should messages are delivered to the or because of something be sent. A TXT type DNS is used to inbox. temporary, like a full inbox or contextualize information about the a down server. If you see a domain for authentication purposes. Internet Protocol (IP): A number major spike in soft bounces at assigned to any device that’s any ISP, you should address it Domain-Based Message connected to the Internet, your IP immediately. Users who have Authentication, Reporting & address is how the ISPs identify you soft bounced are still valid and Conformance (DMARC): DMARC and your server. should be included in your next allows senders to see how their send. domains are being used to send Internet Service Provider (ISP): email and tell the world how to Think Gmail, Hotmail, AOL, Yahoo!, • Hard Bounce: When you send handle illegitimate messages they Verizon, Comcast and AT&T. a message to a non-existent or appear to have sent. Sitting on top invalid email address — think of SPF and DKIM, DMARC is used Sender Reputation: This is literally a typos or a deactivated account to eliminate fraud and can protect score tied to you as an email sender, — it will hard bounce. This is senders and subscribers from dictating the majority of email a permanent failure, and a phishing and spoofing. filtering. We’ll cover this more in metric that factors into sender depth on page 6. reputation, so these users should DomainKeys Identified Mail be removed from your list. (DKIM): This is used as a form of Sender Policy Framework (SPF): authentication to digitally sign a Identifying whether a sending Delivered: A message is considered message, ensuring the sender has server has permission to send mail delivered when the ISP has permission to use the domain and from a particular domain, SPF is successfully accepted the message. that the message wasn’t tampered used to authenticate the Return- This does not equate to the with in transit. Path From address, which normally message being delivered to the only appears in message headers. inbox, however. Email Service Provider (ESP): Think Sailthru. Subdomain: This is an extension Domain: Referring to the locations of a brand’s web domain, usually of servers and devices connected Feedback Loop: For the ISPs that email.brand.com. Typically used to the Internet, domain names can offer this service, feedback loops for a brand’s marketing emails, represent various IP addresses, such allow senders to receive a report subdomains are often seen in the as sailthru.com. every time someone marks their “from” address. 3 The Complex Path to the Inbox Now that you’ve had that vocabulary lesson, we can get which DNS is used to identify the recipient’s address. into the mechanics of how deliverability works. Next, mail filters check SPF and DKIM authentication, Once you press send on your ESP’s platform, the the email’s header and content, blacklists, and sender/ campaign email goes into a queue to be delivered IP/domain reputation. Those checks determine whether to the ISPs. They then accept the mail as fast as mail should be accepted by their network and delivered possible, on a “first come, first serve” basis. This to the end user’s inbox or junk folder. depends on the domain name in the “To” field, for Though it may only take a few seconds, every email takes a complex journey to the inbox. Here's what it looks like. ISP Internet block block ESP TLS? spam Gateway - IP Blacklisted? - Sending too fast? Mail Filter - Bad repution? - Check SPF/DKIM authentication Mail Server - Proper DNS? - Check DMARC - Sign with DKIM - Check heuristic content filter Campaign - Throttle by ISP - Check bayesian filter inbox Generation - Check IP reputation - Check domain reputation How Deliverability Drives Revenue Email is the most lucrative marketing channel, hands According to Return Path’s 2018 Deliverability down. According to the 2018 Response Rate Report Benchmark Report, the average Inbox Placement Rate from the Association of National Advertisers and the is 85%. That means if you send an email to 100,000 Data & Marketing Association, email averages a 145% subscribers, you can reasonably expect 15,000 of ROI, far higher than social media, display ads, paid those messages to be marked as spam or disappear search and direct mail. But of course, that’s contingent into the void. on people actually receiving your email, which is why Last year, our sister brand Campaign Monitor analyzed deliverability is so important. billions of emails in order to determine a series of 4 benchmarks for different industries and even days of the 1,912 potential customers, that means 339 sales. If your week. The average clickthrough rate is 3.02% for media average order value is $150, you just made $50,850. brands and 2.25% for retailers. So of the 85,000 people Now say you get your Inbox Placement Rate up a single who received your email, 1,912 are potential customers. percentage point. Using the same math, you have 23 Two years of Barilliance data found that email more potential customers, four more sales and $600 conversion rate is on the rise, with 17.75% of clicked- more in revenue. That doesn’t sound like much, but through emails resulting in a purchase last year. Of your remember, that’s just one email. MONDAY TUESDAY WEDNESDAY THRUSDAY FRIDAY SATURDAY SUNDAY M T W Th F S Su Advertising & Marketing Agencies 2.70% 2.69% 2.67% 2.67% 2.65% 2.66% 2.47% Agriculture, Forestry, Fishing & Hunting 2.72% 3.07% 3.16% 3.72% 3.25% 5.59% 2.43% Automotive & Aerospace 1.47% 2.18% 2.07% 2.70% 2.22% 1.86% 2.20% Construction, Contracting, & Manufacturing 2.23% 2.71% 2.68% 2.93% 2.83% 2.81% 3.11% Consumer Packaged Goods 1.63% 1.95% 1.78% 2.00% 1.92% 1.93% 1.33% Education 2.68% 2.73% 3.05% 2.76% 2.81% 2.80% 2.49% Engineering, Architecture & Design 2.36% 3.01% 2.64% 2.82% 2.91% 2.67% 2.47% Financial Services 2.41% 2.60% 2.73% 2.71% 2.75% 2.83% 2.57% Food & Beverage 2.06% 1.33% 2.23% 1.73% 2.03% 1.37% 2.06% Government 1.96% 2.75% 3.50% 3.24% 3.14% 2.79% 2.56% Healthcare Services 2.57% 2.55% 2.64% 2.77% 2.91% 2.91% 2.32% IT / Tech / Software Services 2.55% 2.69% 2.71% 2.71% 2.72% 2.77% 2.76% Logistics & Wholesale 2.11% 2.84% 2.56% 2.64% 2.50% 3.85% 2.45% Media, Entertainment, & Publishing 3.01% 3.17% 3.06% 3.07% 2.94% 2.98% 2.79% Nonprofit 2.35% 2.70% 2.69% 2.62% 2.66% 2.70% 2.67% Other 2.44% 2.74% 2.46% 2.45% 2.63% 2.58% 2.48% Professional Services 1.72% 2.38% 2.47% 2.36% 2.47% 2.39% 1.85% Real Estate Agents & Brokers 2.05% 2.46% 2.07% 2.78% 1.40% 1.67% 2.84% Real Estate, Design, & Construction Activities 4.51% 2.82% 2.97% 3.49% 2.90% 2.79% 2.84% Retail 2.20% 2.20% 2.37% 2.26% 2.31% 2.17% 2.14% Travel & Hospitality, & Leisure 1.85% 2.22% 2.20% 2.18% 2.10% 2.15% 1.87% Unknown 2.99% 2.87% 2.77% 2.74% 2.79% 2.83% 2.82% All Industries (average) 2.66% 2.73% 2.71% 2.70% 2.70% 2.71% 2.59% Analyzing billions of emails, Campaign Monitor compiled these benchmarks for the average clickthrough rate by industry and day of the week.
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