Websites only form one part of a user’s online journey. We’ve talked about providing multiple ways for customers to access information and complete tasks online, and this concept equally applies to email. Over 345 billion emails are sent and received daily around the world each day, an increase of over 18% since the first edition of this book was published just a few years ago.1 Thanks to their sheer volume, and the fact that they are coded using the same language as websites, they deserve special attention.
In this chapter, we’ll ...
