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The presentation discusses training on data, measurement and ROI.
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> Analyse to op-mise < ADMA short course on data,
measurement and ROI
> Company history
§ Datalicious was founded in late 2007 § Strong Omniture web analy@cs history § 1 of 4 Omniture Service Partners globally § Now 360 data agency with specialist team § Combina@on of analysts and developers § Making data accessible and ac@onable § Evangelizing smart data driven marke@ng § Driving industry best prac@ce (ADMA)
October 2010 © ADMA & Datalicious Pty Ltd 2
> Smart data driven marke-ng
October 2010 © ADMA & Datalicious Pty Ltd 3
Media A:ribu-on
Op-mise channel mix
Tes-ng Improve usability
$$$
Targe-ng Increase relevance
> Wide range of data services
October 2010 © ADMA & Datalicious Pty Ltd 4
Data PlaGorms Data collec-on and processing Web analy-cs solu-ons Omniture, Google Analy-cs, etc Tag-‐less online data capture End-‐to-‐end data plaGorms IVR and call center repor-ng Single customer view
Insights Repor-ng Data mining and modelling Customised dashboards Media a:ribu-on models Market and compe-tor trends Social media monitoring Online surveys and polls Customer profiling
Ac-on Applica-ons Data usage and applica-on Marke-ng automa-on Aprimo, Trac-on, Inxmail, etc Targe-ng and merchandising Internal search op-misa-on CRM strategy and execu-on Tes-ng programs
> Clients across all industries
October 2010 © ADMA & Datalicious Pty Ltd 5
> Course overview
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October 2010 © ADMA & Datalicious Pty Ltd 6
> Day 1: Basic Analy-cs
§ Defining a metrics framework – What to report on, when and why? – Matching strategic and tac@cal goals to metrics – Covering all major categories of business goals
§ Finding and developing the right data – Data sources across channels and goals – Meaningful trends vs. 100% accurate data – Human and technological limita@ons
§ Plus hands-‐on exercises October 2010 © ADMA & Datalicious Pty Ltd 7
> Day 2: Advanced Analy-cs
§ Campaign flow and media a^ribu@on – Designing a campaign flow including metrics – Omniture vs. Google Analy@cs capabili@es
§ How to reduce media waste – Tes@ng and targe@ng in a media world – Media vs. content and usability
§ Plus hands-‐on exercises
October 2010 © ADMA & Datalicious Pty Ltd 8
> Training outcomes
§ Aber successful comple@on of the training course par@cipants will be able to – Define a metrics framework for any client – Enable benchmarking across campaigns – Incorporate analy@cs into the planning process – Pull and interpret key reports in Google Analy@cs – Impress with insights instead of spreadsheets – Know how to extend op@misa@on past media buy – Show the true value of digital media
October 2010 © ADMA & Datalicious Pty Ltd 9
Category Data Metrics Insights PlaGorm
Why?
What?
How?
> Get the most out of the course
October 2010 © ADMA & Datalicious Pty Ltd 10
> Metrics framework
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October 2010 © ADMA & Datalicious Pty Ltd 11
Awareness Interest Desire Ac-on Sa-sfac-on
> AIDA and AIDAS formulas
October 2010 © ADMA & Datalicious Pty Ltd 12
Social media
New media
Old media
> Importance of social media Search
WOM, blogs, reviews, ra-ngs, communi-es, social networks, photo sharing, video sharing
October 2010 © ADMA & Datalicious Pty Ltd
Promo-on
13
Company Consumer
> Social as the new search
October 2010 © ADMA & Datalicious Pty Ltd 14
Reach (Awareness)
Engagement (Interest & Desire)
Conversion (Ac@on)
+Buzz (Sa@sfac@on)
> Simplified AIDAS funnel
October 2010 © ADMA & Datalicious Pty Ltd 15
People reached
People engaged
People converted
People delighted
> Marke-ng is about people
October 2010 © ADMA & Datalicious Pty Ltd 16
40% 10% 1%
People reached
People engaged
People converted
People delighted
> Addi-onal funnel breakdowns
October 2010 © ADMA & Datalicious Pty Ltd 17
40% 10% 1%
New prospects vs. exis@ng customers
Brand vs. direct response campaign
New vs. returning visitors
AU/NZ vs. rest of world
Prospect vs. customer
High vs. low value
Product affinity
Post code, age, sex, etc
Exercise: Funnel breakdowns
> Exercise: Funnel breakdowns
§ List poten@ally insighful funnel breakdowns – Brand vs. direct response campaign – New prospects vs. exis@ng customers – Baseline vs. incremental conversions – Compe@@ve ac@vity, i.e. none, a lot, etc – Segments, i.e. age, loca@on, influence, etc – Channels, i.e. search, display, social, etc – Campaigns, i.e. this/last week, month, year, etc – Products and brands, i.e. iphone, htc, etc – Offers, i.e. free minutes, free handset, etc
October 2010 © ADMA & Datalicious Pty Ltd 22
Exercise: Conversion metrics
> Exercise: Conversion metrics
§ Key conversion metrics differ by category – Commerce – Lead genera@on – Content publishing – Customer service
October 2010 © ADMA & Datalicious Pty Ltd 24
> Exercise: Conversion metrics
October 2010 © ADMA & Datalicious Pty Ltd 25
Source: Omniture Summit, Ma^ Belkin, 2007
Custom conversion goals
> Conversion funnel 1.0
October 2010
Conversion funnel Product page, add to shopping cart, view shopping cart, cart checkout, payment details, shipping informa@on, order confirma@on, etc
Conversion event
Campaign responses
© ADMA & Datalicious Pty Ltd 27
> Conversion funnel 2.0
October 2010
Campaign responses (inbound spokes) Offline campaigns, banner ads, email marke@ng, referrals, organic search, paid search, internal promo@ons, etc
Landing page (hub)
Success events (outbound spokes) Bounce rate, add to cart, cart checkout, confirmed order, call back request, registra@on, product comparison, product review, forward to friend, etc
© ADMA & Datalicious Pty Ltd 28
> Addi-onal success metrics
October 2010 © ADMA & Datalicious Pty Ltd 29
Click Through
Add To Cart
Click Through
Page Bounce
Click Through $
Click Through
Call back request
Store Search ? $
$
$ Cart Checkout
Page Views
?
Product Views
Pages per visit Time on site
> Rela-ve or calculated metrics
§ Bounce rate § Conversion rate § Cost per acquisi@on § Pages views per visit § Product views per visit § Cart abandonment rate § Average order value
October 2010 © ADMA & Datalicious Pty Ltd 31
> eMarketer interac-ve metrics
October 2010 © ADMA & Datalicious Pty Ltd 32
Sen@ment
Reach Influence
> Measuring social media
October 2010 © ADMA & Datalicious Pty Ltd 33
Exercise: Metrics framework
Level Reach Engagement Conversion +Buzz
Level 1 People
Level 2 Strategic
Level 3 Tac-cal
> Exercise: Metrics framework
October 2010 © ADMA & Datalicious Pty Ltd 35
Level Reach Engagement Conversion +Buzz
Level 1 People
People reached
People engaged
People converted
People delighted
Level 2 Strategic
Search impressions, UBs, etc
? ? ?
Level 3 Tac-cal
Click-‐through or interac-on
rate, etc ? ? ?
> Exercise: Metrics framework
October 2010 © ADMA & Datalicious Pty Ltd 36
€
IR −MIMI
= ROMI + BE
> ROI, ROMI, BE, etc
October 2010 © ADMA & Datalicious Pty Ltd 37 €
IR −MIMI
= ROMI
€
R − II
= ROI R Revenue I Investment ROI Return on
investment IR Incremental
revenue MI Marke@ng
investment ROMI Return on
marke@ng investment
BE Brand equity
> Success: ROMI + BE
§ Establish incremental revenue (IR) – Requires baseline revenue to calculate addi@onal revenue as well as revenue from cost savings
§ Establish marke@ng investment (MI) – Requires all costs across technology, content, data and resources plus promo@ons and discounts
§ Establish brand equity contribu@on (BE) – Requires addi@onal sob metrics to evaluate subscriber percep@ons, experience, altudes and word of mouth
October 2010 © ADMA & Datalicious Pty Ltd 38
€
IR −MIMI
= ROMI + BE
> Process is key to success
October 2010 © ADMA & Datalicious Pty Ltd 39
Source: Omniture Summit, Ma^ Belkin, 2007
> Recommended resources § 200501 WAA Key Metrics & KPIs § 200708 WAA Analy@cs Defini@ons Volume 1 § 200612 Omniture Effec@ve Measurement § 200804 Omniture Calculated Metrics White Paper § 200702 Omniture Effec@ve Segmenta@on Guide § 200810 Ronnestam Online Adver@sing And AIDAS § 201004 Al@meter Social Marke@ng Analy@cs § 201008 CSR Customer Sa@sfac@on Vs Delight § Google “Enquiro Search Engine Results 2010 PDF” § Google “Razorfish Ac@onable Analy@cs Report PDF” § Google “Forrester Interac@ve Marke@ng Metrics PDF”
October 2010 © ADMA & Datalicious Pty Ltd 40
> Data sources
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October 2010 © ADMA & Datalicious Pty Ltd 41
> Digital data is plen-ful and cheap
October 2010 © ADMA & Datalicious Pty Ltd 42
Source: Omniture Summit, Ma^ Belkin, 2007
> Digital data categories
October 2010 © ADMA & Datalicious Pty Ltd 43
Source: Accuracy Whitepaper for web analy@cs, Brian Clibon, 2008
+Social
> Customer data journey
October 2010 © ADMA & Datalicious Pty Ltd 44
To reten-on messages To transac-onal data
From suspect to To customer
From behavioural data From awareness messages
Time Time prospect
> Corporate data journey
October 2010 © ADMA & Datalicious Pty Ltd 45
Time, Control
Soph
is@ca@o
n
Stage 1
Data Stage 2
Insights Stage 3 Ac-on
Third par@es control most data, ad hoc repor@ng only, i.e. what happened?
Data is being brought in-‐house, shib towards insights genera@on and data mining, i.e. why did it happen?
Data is fully owned in-‐house, advanced predic@ve modelling and trigger based marke@ng, i.e. what will happen and making it happen!
> What analy-cs plaGorm to use
October 2010 © ADMA & Datalicious Pty Ltd 46
Time, Control
Soph
is@ca@o
n
Stage 1: Data Stage 2: Insights Stage 3: Ac-on
Third par@es control most data, ad hoc repor@ng only, i.e. what happened?
Data is being brought in-‐house, shib towards insights genera@on and data mining, i.e. why did it happen?
Data is fully owned in-‐house, advanced predic@ve modelling and trigger based marke@ng, i.e. what will happen and making it happen!
People Reached
People Engaged
People Converted
People Delighted
> Poten-al data sources
October 2010 © ADMA & Datalicious Pty Ltd 47
40% 10% 1%
Quan@ta@ve and qualita@ve research data
Website, call center and retail data
Social media data
Media and search data
Social media
> Atomic Labs tag-‐less data capture
October 2010 © ADMA & Datalicious Pty Ltd 48
§ Keep all your favourite reports but § Eliminate tag maintenance and ensure § New pages/content is tracked automa@cally § Across normal websites, mobiles and apps
> Atomic labs integra-on model
October 2010 © ADMA & Datalicious Pty Ltd 49
§ Single point of data capture and processing
§ Real-‐@me queries to enrich website data
§ Mul@ple data export op@ons for web analy@cs
§ Enriching single-‐customer view website behaviour
> Google data in Australia
October 2010 © ADMA & Datalicious Pty Ltd 50
Source: h^p://www.hitwise.com/au/datacentre
> Search at all stages
October 2010 © ADMA & Datalicious Pty Ltd 51
Source: Inside the Mind of the Searcher, Enquiro 2004
> Search and brand strength
October 2010 © ADMA & Datalicious Pty Ltd 52
> Search and the product lifecycle
October 2010 © ADMA & Datalicious Pty Ltd 53
Nokia N-‐Series
Apple iPhone
> Search and media planning
October 2010 © ADMA & Datalicious Pty Ltd 54
> Search and media planning
October 2010 © ADMA & Datalicious Pty Ltd 55
> Search driving offline crea-ve
October 2010 © ADMA & Datalicious Pty Ltd 56
Exercise: Search insights
> Exercise: Search insights § Iden@fy key category search terms – Data from Google AdWords Keyword Tool – Search for “google keyword tool” – Wordle and IBM Many Eyes for visualiza@ons – Search for “wordle word clouds” and “ibm many eyes”
§ Iden@fy search term trends and compe@tors – Google Trends and Google Search Insights – Search for “google trends” and “google search insights”
§ Search and media planning – DoubleClick Ad Planner by Google – Search for “google ad planner”
October 2010 © ADMA & Datalicious Pty Ltd 58
> Cookie based tracking process
October 2010 © ADMA & Datalicious Pty Ltd 59
Source: Google Analy@cs, Jus@n Cutroni, 2007
What if: Someone deletes their cookies? Or uses a device that does not support JavaScript? Or uses two computers (work vs. home)? Or two people use the same computer?
The study examined data from two of the UK’s busiest ecommerce websites, ASDA and William Hill. Given that more than half of all page impressions on these sites are from logged-‐in users, they provided a robust sample to compare IP-‐based and cookie-‐based analysis against. The results were staggering, for example an IP-‐based approach overes@mated visitors by up to 7.6 @mes whilst a cookie-‐based approach overes-mated visitors by up to 2.3 -mes.
> Unique visitor overes-ma-on
October 2010 © ADMA & Datalicious Pty Ltd 60
Source: White Paper, RedEye, 2007
Datalicious SuperCookie Persistent Flash cookie that cannot be deleted
> Maximise iden-fica-on points
20%
40%
60%
80%
100%
120%
140%
160%
0 4 8 12 16 20 24 28 32 36 40 44 48
Weeks
−−− Probability of iden@fica@on through Cookies
October 2010 62 © ADMA & Datalicious Pty Ltd
> De-‐duplica-on across channels
October 2010 © ADMA & Datalicious Pty Ltd 63
Banner Ads
Email Blast
Paid Search
Organic Search
$ Bid Mgmt
Ad Server
Email PlaGorm
Google Analy-cs
$
$
$
Central Analy-cs PlaGorm
$
$
$
October 2010 © ADMA & Datalicious Pty Ltd 64
De-‐duplica-on across channels
October 2010 © ADMA & Datalicious Pty Ltd 65
De-‐duplica-on across channels
October 2010 © ADMA & Datalicious Pty Ltd 66
Addi-onal funnel breakdowns
Exercise: Duplica-on impact
> Exercise: Duplica-on impact § Double-‐coun@ng of conversions across channels can
have a significant impact on key metrics, especially CPA § Example: Display ads and paid search
– Total media budget of $10,000 of which 50% is spend on paid search and 50% on display ads
– Total of 100 conversions across both channels with a channel overlap of 50%, i.e. both channels claim 100% of conversions based on their own repor@ng but once de-‐duplicated they each only contributed 50% of conversions
– What are the ini@al CPA values and what is the true CPA? § Solu@on: $50 ini@al CPA and $100 true CPA
– $5,000 / 100 = $50 ini@al CPA and $5,000 / 50 = $100 true CPA (which represents a 100% increase)
October 2010 © ADMA & Datalicious Pty Ltd 68
TV audience
Search audience
Banner audience
> Reach and channel overlap
October 2010 © ADMA & Datalicious Pty Ltd 69
> Es-ma-ng reach and overlap § Apply average unique visitor count per recorded unique user names to all unique visitor figures in Google Analy@cs, Omniture, etc
§ Apply ra@o of total banner impressions to unique banner impressions from ad server to paid and organic search impressions in Google AdWords and Google Webmaster Tools
§ Compare Google Keyword Tool impressions for a specific search term to reach for the same term in Google Ad Planner
§ Custom website entry survey and campaign stacking to establish channel overlap
October 2010 © ADMA & Datalicious Pty Ltd 70
October 2010 © ADMA & Datalicious Pty Ltd 71
Sen-ment analysis: People vs. machine
> Al-meter social analy-cs
October 2010 © ADMA & Datalicious Pty Ltd 73
Social Marke@ng Analy@cs is the discipline that helps companies measure, assess and explain the performance of social media ini@a@ves in the context of specific business objec@ves.
Data from
> Overall volume and influence
October 2010 © ADMA & Datalicious Pty Ltd 75
Data from
> Influence and media value
October 2010 © ADMA & Datalicious Pty Ltd 76
US
UK
AU/NZ
Data from
> Facebook insights
October 2010 © ADMA & Datalicious Pty Ltd 77
Using Facebook Like bu^ons is a free and powerful way to gain addi@onal insights into consumer preferences and enabling social sharing of content as well as possibly influence organic search rankings in the near future.
> Facebook Connect single sign on
October 2010 © ADMA & Datalicious Pty Ltd 78
Facebook Connect gives your company the following data and more with just one click Email address, first name, last name, gender, birthday, interests, picture, affilia@ons, last profile update, @me zone, religion, poli@cal interests, a^racted to which sex, why they want to meet someone, home town, rela@onship status, current loca@on, ac@vi@es, music interests, tv show interests, educa@on history, work history, family, etc Need anything else?
(influencers only)
(all contacts)
Appending social data to customer profiles Name, age, gender, occupa-on, loca-on, social profiles and influencer ranking based on email
Exercise: Sta-s-cal significance
How many survey responses do you need if you have 10,000 customers?
How many email opens do you need to test 2 subject lines if your subscriber base is 50,000?
How many orders do you need to test 6 banner execu-ons if you serve 1,000,000 banners
Google “nss sample size calculator”
How many survey responses do you need if you have 10,000 customers?
369 for each ques-on or 369 complete responses
How many email opens do you need to test 2 subject lines if your subscriber base is 50,000? And email sends? 381 per subject line or 381 x 2 = 762 email opens
How many orders do you need to test 6 banner execu-ons if you serve 1,000,000 banners?
383 sales per banner execu-on or 383 x 6 = 2,298 sales
Google “nss sample size calculator”
> Addi-onal success metrics
October 2010 © ADMA & Datalicious Pty Ltd 83
Click Through
Add To Cart
Click Through
Page Bounce
Click Through $
Click Through
Call back request
Store Search ? $
$
$ Cart Checkout
Page Views
?
Product Views
> Importance of calendar events
October 2010 © ADMA & Datalicious Pty Ltd 84
Traffic spikes or other data anomalies without context are very hard to interpret and can render data useless
Calendar events
> Recommended resources § 200311 UK RedEye Cookie Case Study § 200807 Kaushik Tracking Offline Conversion § 200904 Kaushik Standard Metrics Revisited § 201002 Kaushik 8 Compe@@ve Intelligence Data Sources § 201005 Google Ad Planner Data Wrong By Up To 20% § 201005 MPI How Sta@s@cally Valid Is Your Survey § 201009 Google Analy@cs How To Tag Links § 200903 Coremetrics Conversion Benchmarks By Industry § 200906 WOM Online The People Vs Machines Debate § 201007 WSJ The Web's New Gold Mine Your Secrets § 201008 Adver@singAge Are Marketers Really Spying On You October 2010 © ADMA & Datalicious Pty Ltd 86
Summary
Category Data Metrics Insights PlaGorm
Why?
What?
How?
> Get the most out of the course
October 2010 © ADMA & Datalicious Pty Ltd 88
> Summary and ac-on items
§ Defining a metrics framework – Develop standardised metrics framework – Define addi@onal funnel breakdowns – Establish baseline and incremental – Define addi@onal success metrics
§ Finding and developing the right data – Ensure de-‐duplica@on via central analy@cs – Check reports for sta@s@cal significance – Check data sources and their accuracy – Start popula@ng a calendar of events
October 2010 © ADMA & Datalicious Pty Ltd 89
Exercise: Google Analy-cs
> Google Analy-cs prac-ce
§ Describing website visitors § Iden@fying traffic sources (reach) – Campaign tracking mechanics
§ Analyzing content usage (engagement) § Analyzing conversion drop-‐out (conversion) § Defining custom segments (breakdowns)
October 2010 © ADMA & Datalicious Pty Ltd 91
> Describing website visitors
§ Average connec@on speed § Plug-‐in usage (i.e. Flash, etc) § Mobile vs. normal computers § Geographic loca@on of visitors § Time of day, day of week § Repeat visita@on § What else?
October 2010 © ADMA & Datalicious Pty Ltd 92
> Iden-fying traffic sources
§ Genera@ng de-‐duplicated reports § Campaign tracking mechanics § Conversion goals and success events § Plus adding addi@onal metrics § Paid vs. organic traffic sources § Branded vs. generic search § Traffic quan@ty vs. quality
October 2010 © ADMA & Datalicious Pty Ltd 93
> Analysing content usage
§ Page traffic vs. engagement § Entry vs. exit pages § Popular page paths § Internal search terms
October 2010 © ADMA & Datalicious Pty Ltd 94
> Analysing conversion drop-‐out
§ Defining conversion funnels § Iden@fying main problem pages § Pages visited aber conversion barriers § Conversion drop-‐out by segment
October 2010 © ADMA & Datalicious Pty Ltd 95
> Defining custom segments
§ New vs. repeat visitors § By geographic loca@on § By connec@on speed § By products purchased § New vs. exis@ng customers § Branded vs. generic search § By demographics, custom segments
October 2010 © ADMA & Datalicious Pty Ltd 96
© ADMA & Datalicious Pty Ltd
> Useful analy-cs tools § h^p://labs.google.com/sets § h^p://www.google.com/trends § h^p://www.google.com/insights/search § h^p://bit.ly/googlekeywordtoolexternal § h^p://www.google.com/webmasters § h^p://www.facebook.com/insights § h^p://www.google.com/adplanner § h^p://www.google.com/videotarge@ng § h^p://www.keywordspy.com § h^p://www.compete.com October 2010 97
© ADMA & Datalicious Pty Ltd
> Useful analy-cs tools § h^p://bit.ly/hitwisedatacenter § h^p://[email protected] § h^p://twi^[email protected] § h^p://bit.ly/twi^erstreamgraphs § h^p://twitrratr.com § h^p://bit.ly/listobools1 § h^p://bit.ly/listobools2 § h^p://manyeyes.alphaworks.ibm.com § h^p://www.wordle.net § h^p://www.tagxedo.com October 2010 98