01:55 – Who Melanie works with and why she does what she does

03:10 – Melanie’s study of the customer journey

04:15 – Why you need to clean your email house

08:25 – How to maintain the relationship of a large happy customer base

11:15 – Why emails really are the under-appreciated workhorse

13:10 – Why it is a good thing that customers unsubscribe from your list

14:35 – Melanie’s Website Address.