using web analytics to increase website roi
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Morgan McKeagney Managing Director, iQ Content
Enterprise Ireland eMarketing Seminar, Dublin, 22/10/09
Measuring the ROI of your website: using web analytics effectively.
Money
Sales
Conversion
Supermarket from hell?
The web’s dirty little secret….
…carnage in the supermarket.
Web analytics is…
…the practice of measuring, collecting, analysing, and reporting on internet data to understand how a site is used and how to optimise its usage.
Four Goals: 1. Better understand your users 2. Make web design decisions based on data, not
hunches 3. Improve your website (remove barriers to sales) 4. Improve conversions and sales
Web Analytics Association
The challenge of web analytics
• Identify the metrics that matter
• Use metrics that are actionable – that lead to making a change
• Proper configuration – accurate data on numbers that matter
• Act on what you find
Using analytics to drive conversions
How to measure
The Conversion Funnel
Viewing a product
category page
Your visitors
Viewing a product page
Viewing a shopping cart
Completing an order Goal = visitors become customers
1
2
3
4
1. GA setup
2. GA review
3. Client makes web site changes
Without GA
With GA = 3x
A conversion story
1
2
3
4
5
6
7
Funnel
Goal Page
Check availability
Search results
Booking complete
18.5%
Search properties
Make booking
Confirm booking
Enter payment
42.1%
37.4%
59.6%
95.4%
30.3%
Identify the Accident Black Spots?
Exits = 95.4%
Exits = 59.6%
Exit Reasons: • Overlong payment form • Poor layout
Exit Reasons: • Poor search experience • Availability checker very clunky
Visitors
Customers
1
2
3
4
5
6
7
Funnel
Goal Page
Check availability
Search results
Booking complete
Search properties
Make booking
Confirm booking
Enter payment
Improved layout
Improved layout
Removed
300% improvement
Target = 1000%
This translates directly into revenues.
Design matters: Supermarkets again
Extensive customer research: • interviews • observing people shop • analysis of store traffic
Leads to careful design of: • layout of the store • product placement • colours, sounds and smells
The result? Who has ever come out of a supermarket with much more than they went in to buy?
Analytics tells you the what, not the why
Customer engagement critical to understand • WHY things are happening • HOW BEST to fix them
Understanding your customer
Better results come from deep understanding of your customer
“…knowing and understanding the customer so well the product or service fits him and sells itself.”
Peter Drucker
Techniques for building understanding
Source: “The User is Always Right”, Mulder & Yaar, 2006
Getting into the mind of your users
Real people, with real needs use your website Simple goals: find info, do stuff, buy stuff, save time,
save money If site doesn’t support user goals, it fails Understanding your users single biggest challenge How to do it?
• Define a user model: personas and scenarios • User test • Illicit and respond to user feedback
The persona technique
Alan Cooper Personas • Archetypal (fictional) user,
with specific needs and background
• Should be a few key personas for your entire site
• By serving key personas, you serve everyone else
• Serve as design targets for the development team.
Key – what is their primary GOAL that brings them to your site. And what TASK are they performing to meet that goal?
“ The broader the target you aim for, the more certainty you have of missing the bull’s eye ” Alan Cooper
Moving from general to specific
Find out more: two books for your bookshelf
Case Study | Permanent TSB
…re-launched September 09.
Extensive Customer Engagement
Redesigned all aspects of the site
User tested all aspects of the redesign
Key points: funnels and conversion
Conversion rate is all about user experience: less road-bumps, accident blackspots, higher conversions
Increased conversions = increased profitability 300%+ conversion improvements are possible and
common Measurement is a critical first step in increasing
conversions Necessary, but not sufficient: analysis & action critical Analytics tells you the what; user engagement tells
you why.
Understanding effectiveness of SEO & SEM
Other things to look at:
General trends – visitor numbers & engagement SEO / SEM – was it worth it; is it working? Campaigns – how effective were they, which worked
best? Where do visitors come from? How engaged and
loyal are they? Most importantly: are we getting the outcomes we
want? What changes do we need to make?
Last year…
SEO: Where people are coming from
No point in using Yahoo or MSN paid search!
you can drill down to view by country
For Boot Camp profile, it's more interesting
Content popularity: accidental tourists?
Why is it so popular? And why the high exit percentage?
So we cross-segment that page
About Dublin page:
Unintentional SEO!
Bounce rates
Majority didn't stick around! Either optimise landing page, or rethink SEM
Effectiveness of SEM campaigns: what worked, what didn’t
Real data to track your online marketing efforts Offline require different method of tracking
Key points: SEM & SEO
Analytics helps you to determine if your SEM was actually worth it & make better decisions
Focus on your landing pages, your bounce rates, and visitor engagement (page views per visit)
Pay attention to the valuable organic search data at your fingertips
Summary & Wrap-up
Good analytics = take action
Forrester Research: Biggest challenge marketers face with analytics?
53% say Acting on Findings
Analytics framework: be systematic
From Victoria Web Analytics Toolkit
Wrap-up
Your website is all about conversion Measurement is critical:
• # 1: Understand your customers and what they’re doing on your site
• # 2: Identify accident blackspots – points where customers are experiencing difficulty
• # 3: Take action – fix problems, track changes • # 4: Increase conversions – put more money in the bank
Measurement alone is not sufficient: you need to act on the data – make changes
Questions? Feedback?
Visit us at: www.iqcontent.com
Read blog, sign-up for free monthly newsletter
Contact Details: Morgan McKeagney Managing Director iQ Content Ltd
e: morgan@iqcontent.com t: +353 1 817 0768 Twitter: @morganmck
@iqcontent
www.iqcontent.com
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