Hi Gerard,
I am currently in the process of building a number of best practice Engagement Programs, so here are some tips we use:
- Content: in terms of the content you want to add to your Streams, you can either do it based on Emails or based on Smart Campaigns in Programs (you can only add one Smart Campaign per Program to your Stream). You can mix both, but to start with I would probably suggest sticking with one type of content, as it can otherwise get quite complicated. The amount of content in each stream will really depend upon the complexity of your campaign and if you are using Emails or Programs, but to start with I would probably have no more than 5-6 items per Stream especially if its based on Programs. We usually create 3 streams:
- Non-Gated content Stream - to build a relationship with the customer
- Gated content Stream - to get some rich data now that we have a relationship with the customer
- Mostly Non-Gated content Stream - we already have a relationship with the customer and rich data
- Cadence: to set the best cadence for you and your company you probably want to run an 2 reports to determine this:
- Email Sent Activity Heat Grid
- Email Click Activity Heat Grid report
With these reports you can determine which days and which hours are best for you to send based on customer engagement.
We also found running a number of tests that a long cadence seems to get more engagement than a short cadence. But again, this will depend on your industry and will need to run a number of reports to test first.
Some leads will move quicker through the content than others if you are using Smart Campaigns. When they consumer all the content they will appear as Exhausted.
- Transition Rules: transition rules only work with a Trigger. To keep our structure organised and clear, we usually add customers from each stream in different Lists based on their behaviour, and then use the Added to List trigger in the transition rules.
Hope this helps you!
Macarena.