1/09/2011

Chase Credit Cards lays an egg with this Fail

Banks are the biggest partners with frequent flyer programs.  Since the introduction of the Citi American Airlines AAdvantage credit card more than 20 years ago, consumers have learned how to accrue enough miles for a free trip just by saying "Charge it."  It is expected today that every frequent flier program is associated with a miles-earning credit card.

Outer envelope
Although United and Continental Airlines recently merged, the airlines and their frequent flier programs continue to operate as separate entities.  This means that someone who enjoys the benefit of avoiding the checked baggage fee with their Chase Continental Debit Card would have to pay up if they flew a United flight into Denver.  (In fact, the benefit may not be available soon anyway.  Although the Chase site does not mention it, product information on the Continental Airlines site notes "*The fee waiver for checked bags in conjunction with the Continental Airlines Debit MasterCard will not be valid for travel on or after April 1." and there is a Tweet suggesting the product is no longer offered.)

In the meantime, Elite-level frequent fliers don't know if their perks on Continental or United will be maintained once the programs merge.

Confusing letter
Which brings me to the interesting challenge for Chase Bank, the issuer of Visa and MasterCards for both the United and Continental loyalty programs.  Today, they offer different sets of benefits on their United credit cards compared to their Continental credit cards.  That might lead a consumer to wonder which set of loyalty program credit card benefits will remain when the integration of their rewards program is complete within a year.  So why would someone sign up for a card with a $395 annual fee expecting certain benefits only to learn that they were merely short-term benefits?

The letter here is defensive and incomplete in its attempt to address these concerns.  It adequately communicates some of the product's benefits, but fails to suggest that these benefits will be available in the long term.  The opening of the letter assures the reader that "in most ways" the OnePass program will continue as it is today; however it does not affirm that the Presidential Plus program will continue as it is offered today.  That means that this letter could get a Fail for Offer if neither Chase nor Continental/United are aware of future benefits or if they are aware of their intentions to change them by 2012.  Even though it is a credit card solicitation, the letter suggests it is an update on the progress of the merger.  It references "OnePass offers that you will be receiving this year," suggesting that this offer is not the most compelling.  Should the recipient take this offer or wait for a better one?


Insert front cover
The letter also merits a Fail for Creative for several reasons:
  • The tone of the letter is defensive.
  • It is not easy for a reader to scan the contents or message.
  • The offer touted on the envelope is buried.  It turns out that the complementary Presidents Club membership is available by being a Cardmember during the year that the annual fee is waived.  However, discovering that important fact requires reading the body copy in the fourth paragraph then doing the math. 
  • The body of the letter does not open with specific consumer benefits.  The fact that United/Continental is excited about the merger has no value to a consumer.  In fact, it can suggest negative value, because the letter does not address the company's motivation for excitement.
  • The tone is too formal and dry for a consumer communication.  For example, there is a heavy use of passive verbs such as "...you will be receiving this year" when a dynamic communicator would write "...you will receive this year".  Perhaps Chase attempted to use a business to business communications style because most frequent travelers are business people.  However Chase/United/Continental forgot that business travelers are also consumers.  They read memos at work, not at home.
  • There is a typo in the 2nd paragraph.  The letter states that the programs "...will hen merge into a single program in 2012."  Hens lay eggs.  I believe they meant "...will then merge..."  Of course, a more dynamic letter would read "...and then will merge..." or even "...and then merge into a single program in 2012."
Lessons:
  1. Your customer communications should be clear, concise, and simple.  
  2. Communicate your key benefits simply and reinforce them.  
  3. Avoid passive verbs.  
  4. Use an independent proofreader to catch typos.

1/08/2011

Geico: Return of the Failed Gecko

In mid-November, I received a solo mail letter from Geico offering a "Free housewarming gift".  There were a few problems with this.  I had already been in my home for six months.  Creatively, it is exactly the same as the letter I received in August which arrived after three months at my new address.  The only differences between the two solo mail packages were the line breaking in the third paragraph and that the first one included a code above my name in the address field. 

It appeared to be odd to reference the fact that I received moved in a mailing that arrived three months after I settled in at a new address, so it is even more odd for the exact same mailer to arrive another three months later.  If the message is off mark the first time, wouldn't it be even more off the mark the second time?

I was ready to give this a Fail for Timing when I noticed in the mail six-month renewal notice from my current auto insurer.  Auto insurance policies typically have six-month terms.  Could Geico have intentionally timed the mailing to coincide with my policy renewal?  If so, Geico should reference the competitor's bill rather than resend the same out-of-date message.  That would be a Fail for Creative.

Regardless, I love those gecko return address stickers.

Lesson: If you are timing your direct communication based on an event, reference that event.  If you missed the event by months, don't even mention it.

1/02/2011

Alamo Insiders is driven

Outer envelope front
Outer envelope back
A couple of months ago, I noted a Fail for Amtrak for a new loyalty program customer fulfillment mailing arriving more than three months after I enrolled in the program.  In contrast, this new customer mailing from Alamo arrived less than two weeks after I enrolled in the Alamo Insider program.  Frankly, I couldn't tell you the exact number of days it took to arrive because it was included in the pile of mail that was waiting for me when I returned from a business trip.

Letter
The package is simple and effective.  It is mailed first class and delivered in a simple #10 outer envelope with Alamo branding.  The letter further represents the company's unpretentious attitude.  It included the loyalty club card (not pictured), a light amount of copy, and friendly graphics.  These graphics use the same friendly style as those shown on the Alamo Insiders web page.

The letter opens with a note of appreciation immediately followed by an explanation of two of the program's features -- deals and value.  The benefit of 10% off rates is clearly communicated in the sidebar.  The letter mentions that "it's fast and easy" to get going, which it is because it is fast and easy for a recipient to quickly scan or completely read the letter.  The letter includes a polite close and a reinforced call to action in the P.S.

There is nothing in this mailing to suggest a Fail.  This is Mail that Sails.  It effectively utilizes its new customer List, beneficial Offer, on-brand Creative, and terrific Timing.  It is worth showing here as a contrast to the oversized Amtrak mailing that took months to mail.  If you are responsible for recurring customer revenue, which method would you use to welcome a new customer to your program: A mailing that was simple and arrives quickly or one that is more grandiose and arrives long after the customer had his/her first experience with your company?

Lessons: 
  1. Reinforce your brand in your direct communications. 
  2. Integrate your graphics and communications style online and offline.  
  3. Reach your new customers quickly after their first experience with you to reinforce your relationship and encourage more purchases.

11/03/2010

Mail Early, Mail Often, and Don't Fail

The 2010 election is behind us, so it's time to share some lessons about failed political mail.

As with direct mail used for marketing purposes, political mail can Fail for List, Creative, and Timing.  An example of a Creative Fail is when the wrong message is conveyed to a constituency, as with Al Edwards in Texas earlier this year.

On election day, I received this self-mailer supporting a proposition on the Houston, Texas ballot:

The message is clear, friendly, and persuasive.  So why the Fail?  For List.  It was mailed to me in Arlington, VA, presumably because I used to live in and was registered to vote in Houston.  However, my voter registration moved to Virginia more than six months ago.  Given that they were mailing close to the election date, the people behind the mailing should have dropped anyone that might have voted via absentee ballot as well as those who cannot legally vote in Houston.

Here is an easy Fail for Timing











This oversized postcard from the Chris Zimmerman campaign arrived on November 3, the day after the election.  The use of black copy over dark backgrounds such as in the "Supporting our environment" box makes some text unreadable.  This is sadly typical of quickly produced political direct mail, not exceptionally bad enough to call it an outright Fail.

Lessons:
  1. Send your political mail only to people who can vote for your election when they still have the opportunity to choose how to vote.  
  2. Use adequate color contrast to ensure people can read your message.

11/01/2010

Amtrak's fulfillment mailing: Delayed


Outer envelope front
This fulfillment card carrier for the Amtrak Guest Rewards Program arrived via standard mail on October 27.  I joined the program online during the first week in July and made my first points-earning trip on July 11.  It took Amtrak 3 1/2 months to welcome me to the program and mail me a card.  This long delay makes an easy Fail for Timing.  One might claim the mail was slow, but the postmark on the outer envelope shows it was mailed in October.   

A delayed welcome mailing or new customer greeting will make an initial positive perception sour. 

Outer envelope back

Lesson: When you have a new customer, greet that customer right away while the introduction to your product or service is fresh in your customer's memory. 
rewards card carrier & info
card carrier flap

10/17/2010

Save the Date, or Save the Fail?

This self-mailer from BJ's Warehouse promotes the opening of a new warehouse store.  This is actually the third in a series sent to the area.  The first was a postcard with an offer to sign up for the club in advance of store opening.  The second was a similar postcard. The third: this self-mailer.

The 3-panel roll-out effectively communicates that BJ's Warehouse Club is going to have a grand opening celebration.  It gives the reader a reason to visit during the opening weekend, reasons to become BJ's customer, and leverages a co-promotion with MasterCard.  It conveys a sense of excitement and savings.

So, why a Fail for Creative?  The self-mailer does not mention the specific date.  It mentions that the opening is "This Weekend", but who knows if that was the weekend of October 9th, the weekend of the 16th, or perhaps the weekend of the 25th?

The self-mailer arrived in my neighborhood on October 12, the day after Columbus Day and a Tuesday.  Was it possible that the mail arrived late and the opening was missed?  One neighbor thought that was the case, while another neighbor guessed that because the new location was not mentioned on BJ's store locations page, that perhaps it had not yet opened.



Turns out, they were both right.  The store had a soft opening in early October as well as an official opening in mid-October.  Although it was not clear on the mailer which day it occurred, the Grand Opening celebration and MasterCard drawing for Washington Redskins tickets was on Saturday, October 16.

BJ's was fortunate that the mail arrived and timing was properly managed, but made the mistake of assuming that consumers knew that and also read their mail on a timely basis.  They should remember that some people let their mail stack a few days before reading.

Lesson: Even when timing arrival of your mail with precision, clearly communicate effective dates of your promotion.

9/30/2010

Should PetSmart's Fail go to the Dead Letter Office?

When I received this self-mailer from PetSmart on September 21, I planned to post it as a quick Fail for Timing.  The coupon redemption period from a consumer standpoint is only 12 days.  The address panel includes a request for in-home delivery 8/30-9/1, which suggests that the Fail might belong to the USPS for slow delivery.  The holiday mailing season has yet to start, so why would mail arrive this slowly?

Addressed to Jazz c/o Marc Davis









Then I noticed that it was addressed not to me, but to Jazz, my dead dog.  Jazz was truly man's best friend.  He thought that every stranger was a friend he hadn't met.  I met more than a few nice people with him along.  Jazz barked only at mylar balloons and enjoyed playing with squeaky toys.  He passed away about 18 months ago at a fair age of 14.
Great festive creative
When I received a similar mailer about a year ago, I called PetPerks to inform them that my dog died.  The customer service person was sympathetic when he said he would remove Jazz from their files.  And yet, I received another birthday card 12 months later.

I adopted a different dog several months ago through a PetSmart adoption program.  Buddy is a perky, friendly dog and enjoys coming to the office with me.  I updated my PetPerks file in July so they know about Buddy, including his birth date and how I discovered him at a PetSmart.  We'll see if I get a birthday card in May for my living dog to go along with this one for my dead dog.

In addition to ensuring that records are properly updated, perhaps PetSmart should consider setting an age when the pet should not receive direct communications, or perhaps send an occasional e-mail to cusotmers requesting that information about their pets be updated on their PetPerks profile.

Lessons:
  1. Be sure your customer list is up to date.  
  2. Consider when it is time to purge old data and focus on current data.

9/20/2010

Don't trade with this Fail



A lack of personalization suggests a lack of interest in your customer.  In a face-to-face sales environment, a good salesperson knows the customer's name before trying to sell a product.  The same premise applies to direct marketing.  Effective direct mail almost always starts with "Dear Marc Davis." or at least "Dear" followed by the first name of the customer.

In snail mail, the right personalization can mean the difference between effective mail and junk mail.  With e-mail, the same premise applies except that the common term is spam.

This e-mail from Online Trading Academy easily merits a Creative Fail for bad personalization.  Leading an e-mail with "Dear [INSERT FIRST NAME]" is worse than no personalization at all.  Would you trust these people with your investment dollars if they cannot figure out how to call you by name?

9/13/2010

Sudhoff Properties: A real estate agent should know the address


This real estate agent from Sudhoff Properties sent an e-mail with a header of “Address Change”.  However, there is no message text – not even an explanation of what changed.  Was it the e-mail address or new address?  Would you trust this person to sell your home?  Not with a Fail for Creative.

Lesson: When sending an e-mail to your customers, be sure to have not only a relevant header but also a relevant message.

9/10/2010

Late Furniture

This self-mailer from Bassett Furniture arrived  Tuesday, September 7.  Easy Fail for Timing.  The sale ended the day prior to the mail's arrival.

The mailer includes a request for arrival between 8/30 & 9/1, so either the mail was sent late or the USPS was delivering slowly. 

On the other hand, it was targeted well, as it was sent to a prior customer.

9/06/2010

Don't bet on this Fail

My neighbor received a self-mailer from Resorts.  It appears they are giving away a laptop complete with a Windows 7 “Operation” System.  Fail for Creative.

Lesson: Using spell-check software is not enough.  Proofread your documents for grammar, jargon, and context.

8/25/2010

HSBC & AAA: If it's that Important, be clear about it

These days, it appears like every piece of mail is "IMPORTANT".  The operative question is 'Important to Whom?'  For example, this letter from HSBC bank claims to have important account information ...
... however all it contained were Privacy and Accessibility notices, in small print, without an explanatory cover letter.  


I suppose this was important to HSBC's Compliance group and perhaps a handful of consumers.







AAA recently sent this letter with an envelope teaser noting 'IMPORTANT INFORMATION' about my membership.

The back of the envelope had two return addresses, one in Texas and one in California.

The content of the letter was about an address change, and the need to verify information.
The letter's tone was formal and explanatory.  It included three addresses: Texas, California, and now Delaware -- being sent to someone in Virgina.  At this point, one may wonder 'To where do I return the form?'  The letter mentions returning the form, but not who should receive it.






There is a return-reply envelope.  The return address is similar but not the same as the one in California -- the PO Box number is different.


This is a Fail for CreativeEven with the reply envelope, some people will still send the form to one of the three addresses on the letter. 

The letter should have only one return address and it should be consumer-relevant.  It should be the sole correspondence address and match the one that appears on the return envelope.  Otherwise, the consumer will be confused and the various offices will have to figure out what to do with mail that went to the wrong place.  That results in a waste of consumer time and AAA organization's time.

Lessons: Label your package "Important" only if it is important to the recipient.  Be sure you clearly communicate your call to action and only one location for response and correspondence.

8/22/2010

2 weeks to redeem a prize is a Fail

This contest fulfillment package was recently mailed by Young America on behalf of Hershey's.  It was mailed in a nondescript, plain white envelope.


The recipient won a minor prize in a contest - a free Reese's product.  This was communicated on a plain, white piece of paper.  The package does not need to be fancy because, hey, it's a prize.

The coupon appears to be good for a candy bar.
This prize fulfillment package merits a Fail for Timing because it was received on August 18.  That gave the recipient only 2 weeks to claim the prize.  That is not an adequate response window.  If a prize winner is slow to read the mail, that person may be upset if he/she misses the window to use the coupon.  The coupon could have easily been marked to expire 9/30/10 or, even better, 12/31/10.

Lesson: Even for a totally free item, there should be adequate time for the consumer to take action in response to your mail.

8/15/2010

Geico: Only a 15 minute list update could save Geico from a Fail

This direct mail package from Geico might be creatively complete.  From a promotional standpoint, it goes all out.  



The outer envelope includes an inviting benefit teaser on the front as well as a promotional teaser on the back. It leverages the fact that the recipient moved to a new location, and implies a financial benefit to the new zip code as well as a peak at a hundred dollar bill.

The front of the letter leverages Geico branding.  It includes not one but two Johnson Boxes as well as a side bar that clearly communicates savings benefits and call to action.
 
In the package, there are no fewer than seven calls to action to get an insurance quote.  Most of them talk to ease of the transaction, with copy points such as "a few minutes to do"; "trained professionals are there for you 24/7"; and "All you have to do is answer some simple questions ...".  Forget 15 minutes?  This is fast & easy!

The letter communicates savings benefits as well as a positive customer experience.  It includes a testimonial on the back, a sincere, signed close, and the all-important P.S. that reinforces benefits messaging and call to action.


Finally, the bottom of the letter included an immediate benefit for opening the envelope -- return address stickers with the Geico geeko. (I'm showing only one row because the stickers are so cool that I plan to use them.)
This package utilizes many direct mail best practices: envelope teaser, promotional copy, Johnson Box, side box, a feeling of sincerity, a signature, multiple calls to action, immediate benefits, strong benefit messages, focused P.S., and alignment with messaging from other communication channels.

So why the Fail?  For Timing.  Typically, consumers have 30 days to choose a new auto insurer after they move, however, I received the letter 3½ months after moving to a new zip code.  Geico could improve its success by updating the hot movers list it uses and mailing more frequently.

Although not worthy of a Fail, the testimonial on the back is a bit off the mark.  It represents a customer who chose Geico before she moved, while the package is addressed and messaged to potential customers who are in their new home.

Lesson: When you are targeting recent movers, be sure to reach them when they recently moved. 

7/18/2010

Triple Fails from Moving Companies

A follow-up from some prior posts.  In late June, I wrote how Thomas Transfer and Storage mailed a moving offer to my post-move address.  Since then, they not only sent a remail of the exact same creative package, they sent a 2nd remail of that package to my new address. Each of the three packages arrived about 10 days apart.

That means Thomas Transfer earns a Fail for Creative as well as List and Timing.  I covered in prior posts that when remailing the same offer, the creative should be modified for additional effectiveness.  If the customer does not open the first envelope, why would he open a second envelope that looks exactly the same?

In the meantime, Texas Home Movers continues its Fail with lack of communication and inappropriate communication.  After making 10 attempts to reach the company to inquire about my damaged a missing goods, filing a complaint with the Better Business Bureau, filing a dispute through Visa, and sending a certified letter to the owner, I received an e-mail reading:
HELLO THIS IS ANITA WITH TEXAS HOME MOVERS AND I AM EMAILING YOU TO LET YOU KNOW THAT I TRIED CALLING YOU TO LET YOU KNOW THAT I WOULD LIKE YOU TO FEEL OUT THE CLAIM FORM AND THE PROCESS WILL TAKE UP A FEW WEEKS TO PROCESS AND THEY WELL ALL US AS SOON AS IT GOES THREW AND WE WILL BE MORE THAN HAPPY TO ASSIST YOU AND INVERSE WHAT WE OWE YOU.FOR ANY MORE INFORMATION PLEASE CALL US AT 1877/878/4092 THANK YOU ONCE AGAIN ANITA WITH TEXAS HOME MOVERS.THANK YOU ONCE AGAIN ANITA. HAVE A BLESSED DAY.
This is not exactly a Customer Service letter, but at least it is personal.  On Friday, I received a call from Anita threatening to take legal action against me for filing a dispute with Visa and the BBB.  Today, the web site appears to be down.  Not a good sign.  Perhaps the entire company is a Fail.