Unsubscribes keep your email lists clean and help prevent deliverability issues.
But there comes a point when too many unsubscribes can hurt your business. The average unsubscribe rate is between 0.09 and 0.4%. In isolation, this may seem like a low number but when you start compounding the numbers, the impact can be significant.
Let's say you start with a list of 100,000 subscribers. At an unsubscribe rate of 0.4%, you'll lose about 18,000 subscribers (or 18%) over a year’s worth of weekly emails. To keep things simple, this calculation doesn't factor in added subscribers.
In any case, that's a lot of lost subscribers. That's why we want to share some proven ways to trim your losses. These preference center best practices are based on our experience working with clients including Fortune, Algenist, and MiracleGro.
Why do subscribers opt out?
Receiving “too many emails” is the number one reason people unsubscribe. If you send daily emails, your biggest fans probably don't mind receiving each email, but there are likely others who would prefer to receive them less often. It's nothing personal; they just like fewer emails!
The second reason members may unsubscribe is feeling that the emails aren’t relevant. Maybe they're getting product updates when all they want are discounts. Or, you send them emails about entertainment when they actually want health-related news.
Many email service providers default to a one-click master unsubscribe link, so a subscriber clicks once and unsubscribes from all your lists. That’s simple, but it can lead to lots of unnecessary unsubscribes.
A better option is a custom email preference center, where you can empower subscribers to choose the email they receive.
Preference Center Best Practices and Examples
Here, we’ll share some best practices for creating custom preference centers that provide subscribers with a better email experience.
1. Give your subscribers time-based options.
Our first tip is simple but powerful: let subscribers choose how often they hear from you.
Above is an email preference center that allows subscribers to pause emails for 30 or 60 days. Say you’re an eCommerce brand targeting people buying homes. Some of your subscribers may have bought a home, so they're on the hunt for discounts to help furnish their home. Others might be planning a move in the near future, so they’ll want your promotions eventually, just not right now. Instead of opting out for good, they can take a break.
You can also provide a toggle list with three options: "Send me all emails," "Send fewer emails," or “Unsubscribe me from everything”. In this example, the second option (fewer emails) is the default selection, so your subscribers are more likely to stick with that option (because they do want fewer emails). Your biggest fans may want to hear from you more often, and this allows you to engage them more frequently without fatiguing the rest of your list.
2. Let subscribers control the content.
Our second tip will help you send emails that your subscribers want to receive.
In many cases, when visitors initially subscribe, they’re automatically opted into receiving default content, such as a generic newsletter. If they start to receive irrelevant content, they may hit the preference center link in your email with the intention of opting out. However, if they’re presented with a list of themed newsletters that they can opt into instead, they’re more likely to stick around as a subscriber.
For our clients, we’ve seen this tactic alone reduce unsubscribes by 30%.
3. Create preference centers on your own domain.
Make sure your preference center URL matches your main company domain (i.e. the brand that your subscribers and customers recognize).
Branded URLs help to build trust with your subscribers and provide a consistent experience. That's why Digioh preference centers provide the ability to host your preference page at the URL of your choice.
4. Allow subscribers to edit their email and contact information.
It’s surprising that many preference centers don’t give subscribers the option to edit their email address or contact information. Most of us have multiple email addresses, and on occasion, users may decide to retire one email address. Your subscribers may also join your list using their personal email address, but later want to switch to a work email.
With a custom preference center, you can add an option to update addresses, birthdays, or even content preference. This information can help you segment subscribers into even more relevant lists.
5. Personalize your preference centers.
Whether in your ESP, CDP, or CRM, you likely have a wealth of data about the content your subscribers consume and the products they buy. Use your data to dynamically display the lists that each subscriber is subscribed to. Then, go a step further and use behavioral data to dynamically recommend related newsletters.
This way, your email preference center becomes much more than a place to manage subscriptions. It becomes an upsell page where you can invite subscribers to opt into additional email.
6. Give subscribers a content preview.
If you’ve been to Costco, Sam's Club, or perhaps even your local grocery store, you’ve probably tried the free samples on display. That's likely motivated you to purchase a product you hadn't considered before.
The same goes for your subscribers. Instead of just listing your newsletters, you can allow potential subscribers to "sample" a newsletter option. In our example, each list has a “See Sample” link that leads to a page with the latest newsletter content.
This is especially useful for publishers with many newsletters to promote.
7. Collect first-party data from your subscribers.
Use your preference centers to invite subscribers to provide data that you can use to personalize their content.
In this example, a skin brand can ask about skin concerns so they can segment their subscribers and send more relevant emails. This data can also be used to send personal offers or to aid in customer support.
8. Use post-unsubscribe surveys to improve your email program.
Knowledge is power. Adding a post-unsubscribe survey to your preference center allows you to understand why subscribers leave. Based on this information, you can make changes to your preference center, or even your email program as a whole.
For example, if subscribers say, "I'm getting too many emails," you can provide additional frequency options on your preference page. With these actionable ideas to test, you can iterate your way to more engagement and lower unsubscribe rates.
9. Make sure your preference center design matches your branding.
Your subscribers know your brand. That's why your preference center should look like your website, not your ESP. Stay consistent with your brand voice, and make sure you choose a preference center provider that allows you to customize pages with your brand's design.
Tip #10: Use a preference center builder that allows you to customize your page.
If your ESP doesn't allow you to fully customize your default preference center, it could cost you subscribers.
That's why Digioh offers a flexible page editor that enables them to build the custom preference center that meets their needs. For an easier way to create a custom preference center, check out our drag-and-drop email preference center builder that integrates with any ESP.