IDEAL EMAIL FREQUENCY FOR CUSTOMER COMMUNICATION
Striking the right balance in email frequency is crucial to avoid overwhelming subscribers and
risking their dissatisfaction. Experimentation, monitoring engagement metrics, and aligning with
customer expectations are key to finding the optimal email frequency for your customers.
When it comes to communicating with your customers via email, the question of how often to reach out
can be perplexing. You may have urgent news or valuable insights to share and want to ensure your
message is seen promptly. However, the abundance of emails and spam inundating inboxes today makes it
easy for well-intentioned emails to be misconstrued as mere attempts to coax or pester recipients.
Striking the right balance is crucial to avoid overwhelming your subscribers and risking their
dissatisfaction with your company.
The answer to this conundrum depends on various factors such as your goals, product nature, and
customer base. What works for one company may not work for another, necessitating experimentation and
continual adjustment to determine the ideal email frequency. In this article, we will provide tips to
help you refine your approach to email frequency and find a strategy that works for you.
Understanding the Impact of Email Frequency on Your Bottom Line
Emails are an effective tool for generating revenue and awareness in B2B marketing. They engage
customers, drive sales, and enhance brand credibility. In fact, every dollar spent on email marketing
yields a remarkable return of $38 (source). However, the assumption that more emails always equate to
more revenue is not entirely accurate. We've all experienced the annoyance of excessive messages and
promptly unsubscribed. Surprisingly, there are instances where increasing email frequency has actually
resulted in a 45% boost in email revenue for some companies (source). These seemingly contradictory
statistics highlight the delicate balancing act that email marketing entails. Sending too few emails may
lead to customers forgetting who you are, while bombarding them with excessive messages risks being
reported as a spammer and losing potential revenue.
Navigating the Decision-Making Process for Email Frequency
Determining the optimal email frequency is not a one-size-fits-all endeavor. Here are a few starting
points to help you find the perfect send frequency for your customers:
- Define the Purpose: Clearly establish the intended purpose or inspiration behind
each email before sending it. Is it promotional? Is it a birthday celebration for a subscriber? Are
you urging customers to make a purchase or aiming to build brand loyalty? Is it a standalone email or
part of a campaign? Identifying the purpose of each email ensures you don't waste time and resources
on messages that could be better allocated elsewhere.
- Analyze Competitors: While you shouldn't copy your competitors' strategies
outright, studying their email practices can provide valuable insights. Observe their send
frequency—whether it's weekly, bi-weekly, or monthly. Consider the size of their subscriber base and
the objectives of their email campaigns. By using competitors as a benchmark, you can gauge your own
success metrics more effectively.
- Align with Customer Expectations: Ask yourself why customers subscribe to your
mailing list and consider the type of content you offer. Are customers interested in staying updated
on discounts or do they anticipate your weekly newsletter for tips and tricks? The industry you
operate in also plays a role. For example, a fashion boutique might send more frequent emails compared
to a software as a service company. Keeping your subscribers' expectations in mind is crucial to
- Monitor Engagement Metrics: Key metrics such as open rates and click-through rates
will guide your decision-making. If your open rates are high, continue with your current approach.
However, a sudden increase in unsubscribers or a decline in open rates indicates the need for a
different approach. You may be sending too many or too few emails. While these metrics may vary by
industry, aiming for an open rate between 15-25%, a click-through rate of 2.5%, and a click-to-open
rate between 20-30% is generally advisable (source).
- Segment Your Audience: A/B tests can be valuable for tracking and improving your
email practices. By segmenting your subscribers based on their activity or demographics, you can test
different email frequencies. Analyze the engagement results and implement the most successful approach
on a larger scale. Segmentation allows for experimentation while minimizing the risk of alienating
your entire audience with irrelevant content.
- Maintain Domain Reputation: Ensuring your emails reach recipients' inboxes is
crucial. Sending an excessive number of emails may lead to being reported as a spammer, resulting in
your messages being filtered into the junk folder. By closely monitoring engagement metrics, you can
take corrective action promptly, such as adjusting email frequency, if you notice a decline in open
rates or engagement.
Achieving the Optimal Email Frequency Takes Time
Finding the perfect email frequency can be a gradual process, and it's natural to fine-tune your
approach over time. Your strategy will differ from that of your competitors, so continuous testing and
adjustment are vital to discover the ideal method. Eventually, through careful monitoring and
adaptation, you will strike the right balance, nurture your mailing list, and achieve your communication