By Craig Spiezle, executive director of the Online Trust Alliance October 26, 2009
Looking back over the past decade, I continue to marvel at the power, promise and precision offered by e-mail. It can be a highly effective tool to communicate, build relationships and drive consumer action. Unfortunately, marketers and e-mail service providers often fail to look beyond deliverability and open rates, and fail to consider the end-to-end consumer experience. Marketers tend to forget there is a person behind the e-mail address. It is the customer's e-mail address, not yours. Any other way of thinking is poor etiquette.