Conversation Marketing: The Conversation is the Thing

Christine Fife

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MLB.com: Ignoring Requests for Removal from Email List

As a marketer I find it interesting that they are not able to remove me from their email list

I know you’re all waiting for the final posting in the “What it Means to Participate” series, but I want to share my experience with MLB.com with you. As a marketer I find it interesting that they are not able to remove me from their email list.

A few months ago I purchased Giants tickets through MLB.com to take my mom, nephew and boyfriend to a game. It was the first time I’d personally purchased tickets to a Giants game, so understandable that I would now be on their email list. Right away I started receiving emails from MLB.com. I like baseball, but not enough to want emails about it, so I scrolled to the bottom of the email and clicked to unsubscribe. A confirmation page came up confirming that I had indeed unsubscribed. But apparently, it didn’t take on their end.

For three months now I have been receiving emails from MLB.com and have now tried to unsubscribe about 5 times. Each time receiving the confirmation that it went through. Yesterday I received yet another email from them and decided to yell about it. I tweeted about this annoyance and even tweeted directly to @mlb to ask to be removed from their list. I also took the time to express my frustration on Facebook and sent an email directly to the website support address for MLB.com.

I did not receive any response from @MLB on Twitter, but I did get this generic email response. Generic, but at least I’m off the list now, right?

Picture 30

Yeah, right! Today I received another MLB.com email. Marketers, if you are in a position where you do email marketing, please make sure you never let this happen to one of your customers. And to MLB.com, what do I have to do to stop receiving your emails?

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More Stories By Christine Fife

As I drove off to college I never would have guessed I would end up here! But it’s been a fantastic journey. My career has been richly diverse giving me an advantage over marketers who are siloed into niche positions. I strive to be a true Renaissance person—I love to learn about everything and trying new things comes naturally. My career has been no different; I’ve successfully launched enterprise software and medical device development startups, improved communications processes for the regulatory department of a major financial exchange, increased client business and product development for several international exchange program companies and founded an international educational non-profit organization. My master’s degree in Integrated Marketing from Golden Gate University gave me a broad understanding of traditional marketing best-practices, but my BA in theater gave me the skills to understand how people communicate with one another and the importance of promoting a brand in a voice that is right for the audience.