Tuesday, December 31, 2013

Customer Experience Is More Important Than Advertising.


Saw the infographic below and thought I would share...  Customer Experience Is More Important Than Advertising.   

·       Only 4% of customers trust advertising…

·       40% of people began purchasing from a competitive brand because of its reputation for great customer service

·       55% are willing to recommend a company due to outstanding service,  more so than product or price

·       85% would pay up to 25% more to ensure a superior customer experience

Top Reasons Why Customers Switch Brands

·       Interaction with a rude employee

·       Unexpected charge or fee

·       Poor quality of product or service

·       79% of customers told others about their bad experience

A full 85% of customers who had a bad customer service experience wanted to warn others about doing business with the company. 66% of customers wanted to discourage others from doing business with the company. 55% of customers wanted to vent their anger. But only 24% of customers actually tried to contact the company to get the issue resolved.


 

Thursday, December 19, 2013

Study: 51% of U.S. web traffic fraudulent

Dive Brief: 

· Solve Media, a company that places ads in captchas, has reported that 51% of all U.S. web traffic was fraudulent in Q3. 
· That figure is an 8% increase from Q2 and the first time fraudulent traffic has hit more than 50%, according to Solve’s Quarterly Bot Traffic Market Advisory.
· Solve Media also reported an uptick in fraudulent traffic on mobile, going from 22% in Q2 to 27% in Q3.

Willie Sutton summed it the current fraudulent web traffic problem best.  50 years ago.  "Why do you rob banks?"  "Because that is where the money is..."   

I suppose that sentiment sums up a certain percentage of society.  However I am especially disappointed because digital fraud has made me line of work a little harder.  While the system is not fool proof, TV advertising, by and large, is “as advertised”.  On network TV you buy an ad on one of the four networks, receive a schedule and can flip the channel and see you ad running “as advertised”.

With digital marketing products like targeted display, it is a little more complicated.   You place your buy through a network or exchange and it is possible that your ad will run on one of hundreds of web sites, with no “schedule” that lets you know to tune in at 10:08 and see your ad.

You rely on a report that your vendor (agency, ad network, exchange) provides that shows X number of impressions ran, Y number of clicks, etc.

This is where transparency comes in.  To be fully transparent, this report would also include site/URL level reporting. 

Your behavioral network reported 100,000 impressions.
32,405 impressions ran on AAAA.com with 32 clicks
21,207 impressions ran on BBBB.com with 73 clicks, etc.

But many networks are not transparent.  They choose to only provide summary level detail, not site level.  This is where the Willie Sutton’s of the digital world play.   If you cannot access the URL where your ad runs, how do you know the site and the traffic is legitimate? 

Ad networks include sites on their list based on a variety of factors, like number of unique visitors, page views, demographics, etc. 

With today’s technology, it is easy enough to build a web site with little or no content, but with multiple ad placements, and then program a bot to pound away visiting the web site and driving up metrics and clicks.  There is little to no human traffic, it is all fabricated.  But you can run a report that documents 100,000 page views, 29,212 unique visitors, etc.

Some responsibility lies at the feet of the individuals running the networks.  Shouldn’t they vet each and every web site prior to adding them to the network?  That sounds good, but there are 644 million web sites operating today (and growing). 

Most vetting today is done by algorithms, not humans.  So while human intervention would help, it will not solve the problem.  (And for some, there is a disincentive to discover this truth.  If you are selling a 0.89% CTR, do you really want to know?)

The most powerful tool we have to ferret out these dummy sites and networks is sunlight.

Full discloser brings all the secrets out into the daylight for all to see.  There will still be sites that attempt to game the system, but the more access you, the advertiser, have to this list of sites, the better you can decide on whether or not the individual site is right for your campaign.

Many networks are offering full discloser and are being rewarded by the additional revenue advertisers are channeling their way.  The digital ecosystem is moving in the direction of full disclosure, but we (the marketers and advertisers) need to expedite the process by only placing our advertising dollars with the networks that report our campaigns in full sunlight.

“Aim at the sun, and you may not reach it; but your arrow will fly far higher than if aimed at an object on a level with yourself.”

            -- Joel Hawes

Pixalate Cracking Down On Click Fraud, Bot Traffic and Ad Viewability

Tuesday, December 17, 2013

“It doesn’t do any good to sit up and take notice if all you do is keep on sitting.”


As we all know, the mobile revolution has arrived.  For the previous three months in a row, the mobile traffic to KSAT properties exceeds the traffic generated on the “mother ship” – the desktop version of KSAT.com.  Life has changed and we embrace it.  “It doesn’t do any good to sit up and take notice if all you do is keep on sitting.”

It is no longer a case of whether or not your web site should support mobile devices.  Mobile support is what the consumer expects. 

The most compelling reason to focus on mobile is that consumers are moving their digital engagement away from desktops and onto mobile devices – Smartphones and Tablets.  Fourth Quarter 2011 was a watershed moment – it was the first quarter that mobile devices outsold desktop/laptops.  “Total worldwide PC sales fell 14 percent to 76.3 million units in the first quarter, IDC said on Wednesday, exceeding its forecast of a 7.7 percent drop. It was the fourth consecutive quarter of year-on-year declines…”   


·       “U.S. advertisers have already spent nearly 50% more on paid-search ads in 2013 compared with the previous year, with click-through rates rising 14.1%.”

·       Consumer behavior drove brand marketers and retailers to make search marketing investments early in the season -- in particular, the weeks leading up to Thanksgiving. By getting a jump on the holidays, brands managed to connect with those consumers starting their shopping earlier, due to the reduced number of post-Cyber Monday shopping days this year. So far among Kenshoo clients, the 2013 shopping season generated record-high online revenue for U. S. paid-search retailers with a 30 7% YoY increase compared with 2012. 


Consumers are so increasingly connected that some argue we never actually go shopping -- we are always shopping. Consider the following:


Here is a link to download the eMarketer 2014 Snapshot of Digital Media Usage.  Some of the highlights:

·       Growth in Facebook usage has slowed to a crawl, with a 3% increase expected for 2014.

·       Mobile is hot.  Double digit growth against all social media sites.

·       98.2% if smartphone users are mobile internet users.

·       Video consumption continues to grow on mobile devices.

·       51.8% of tablet users will buy online this year.

Peter Townshend of The Who said it best in Going Mobile.

“I'm goin' home
And when I wanna go home
I'm goin' mobile”

He was only 42 years ahead of his time… 

Monday, December 16, 2013

How the Mobile Category is Affecting Holiday Shopping


One of the most frequent questions I receive, especially this time of year, revolves around how the mobile category is affecting holiday shopping.  Here are links to three articles that may provide a little clarity! 


·       People tend to increase the value of an item the moment they take ownership of it. Psychologists call this the "endowment effect."

·       One recent study found that people who touched an item felt an increased sense of ownership toward it. A follow-up study found that simply imagining touching an object produced the same possessive feeling.

·       In the iPad condition, the endowment effect thrived. On average, test participants using the tablet wanted to sell their item for significantly more than those using the laptop (roughly $213 to $154). Pressing a finger against a digital image on a fake website in a laboratory--that's all it took to make people feel like they owned an item, and to value it more as a result.


·        Americans spent $3 billion shopping online on Thanksgiving and Black Friday, and a quarter of those sales were made with smartphones and tablets, according to Adobe….

·       The trend really applies more specifically to Apple’s iPhones, which drove $126 million in sales, and iPads, which were responsible for $417 million…

·        Adobe said that online shopping on Black Friday peaked between 11am and noon ET, with $150 million in sales that hour…


·       While mobile traffic from Thanksgiving through Sunday accounted for much (41%) of all online traffic, it increased more than a third (35%) from the same period last year, based on the IBM data.

·       Survey Analytics found that while many (62%) of Black Friday shoppers did their shopping online, a third (33%) shopped on mobile phones.

·       Smartphone…  visits increased 69%, page views increased 103%, average order size increased 16% and mobile sales increased 258%.
 
 
"All that we are is the result of what we have thought."
Buddha
 

Friday, December 6, 2013

The Future of Digital: 2013


Fellow Marketers of Digital Excellence

A link to a great presentation from Business Insider below.  A few highlights.

·       "New Media" dwarfs "Old Media" in market value.

·       The most important trend is multiple devices and screens.

·       PCs are now the small share of connected devices.

·       And PC vendors are getting smoked.

·       60% of online devices are now smartphones or tablets.

·       Screen fragmentation creates opportunities.

·       Mobile is the only media that is growing.

·       20% of Internet traffic is mobile.

·       38 million US Facebook users visit only on mobile.

·       Mobile drives all of Facebook's revenue growth.

·       250 million tablets will be shipped in 2013.

·       60% of all new computing devices run Android.

·       Apple has a big edge in eCommerce traffic.

·       There’s only one thing you need to remember about media – “Attention is monetizable”.

·       Money follows eyeballs.

·       Eyeballs are moving to digital, especially mobile.

·       And the money is following.

·       Digital now accounts for ¼ of total ad spend.

·       43% of ad revenue at 20 biggest companies is digital.

·       Digital spending is now bigger than TV.

·       Google is now bigger than all newspapers and magazines combined.

·       Print revenue has fallen off a cliff.

·       TV may be next.


 If you are interested, I have this PowerPoint presentation, but the file is very large – 30mg.  I will be happy to send you an electronic copy via the mail… 

A/B Testing Helps With More Than Web Design


Digital Marketers

Working in the winter wonderland… 

Inspired by the book A/BTesting: The Most Powerful Way to Turn Clicks Into Customers, here is a link to a great article - 71Things to A/B Test.  Both are from Optimizely, a company that specializes in providing tools for digital marketers to enable A/B testing of digital products and campaigns. 
 
I was working with a client recently who asked me how often I would change the creative for an online campaign.  The beauty of living in today’s digital age is that you don’t have to “change creative”.  Ad servers give you the option of launching multiple creatives across a single campaign at the same time.  Then let the consumers tell you which one resonates best with them. 
 
So you are buying 500,000 impressions for your client.  Why not start out with four different creative ideas and allocate 125,000 impressions per creative?  Within a fairly short period of time – say two weeks – you will be able to see which ad is driving the desired consumer behavior.  You then optimize your campaign by moving the impressions from the underperforming creative over to the creative(s) that are working best.
 
The beauty of the digital universe is that it is designed for change.  Almost instantaneous results are at our fingertips.  And “It doesn’t do any good to sit up and take notice if all you do is keep on sitting.”  

Some of my favorite ideas in this article:

·       Test multiple Calls To Action on a landing page against a page with one CTA.

·       Test different headline text. Try variations that are straightforward against ones that are abstract, goofy, or creative.

·       Test different types of images on your landing page. People versus product is a good place to start.

·       Test the order of menu items in your site navigation.

·       Everybody loves free stuff. Try a special offer, discount, or promotion to increase sign-ups

·       Test the headlines on your paid campaigns to see which ones get the most clicks.

·       Change the size and placement of social icons to see what compels users to share more often.

·       Test length and copy of your email subject lines.

There are a lot of great ideas in this article.  There are even more in the book.  If you would like a copy of A/BTesting: The Most Powerful Way to Turn Clicks Into Customers, send me an email I will send you a copy.

Enjoy!

Tuesday, October 22, 2013

Advertising Agencies

Here are some of the Advertising Agencies I have had the pleasure of working with over the years.

Thrive Internet Marketing
Toledo, Ohio
419-776-7000

I have worked with Ian Hartten for close to 20 years.  Ian set me up with my first email address - Tuffy@primenet.com in 1995 (?).  Great web design, SEM, Social Media...  Ian's greatest asset is his digital strategy and understanding that building a web site is just the first step.  Let him show you how he has helped others generate revenue from their site... 

And he has his own money in the game...  Here are some of the sites/businesses he operates.

Giant Stuffed Animals
Swank Martini
Tony Packo

We're a full-service internet marketing firm with a passion for helping our clients stay ahead of the online curve. Thrive Internet Marketing’s elite team of experts, suite of products and solutions help you to cultivate your business online, propelling your success into the digital realm. With tools like web design and development, user-friendly content management systems, social media services, search engine optimization and more, Thrive Internet Marketing can give your company that edge it’s looking for.


Marketing

Do Cross-Platform Campaigns Yield Results?

Easy answer.  "Nothing operates in a vacuum."  Yes.

The Law of Familiarity shows us that the first step in securing a new customer is that your brand must be familiar to them.  The  more familiar you are, the more likely they will give you a chance to do business with them.

Ever wonder why politicians spend so much just advertising their name.  What other "business" do you know that would use thousands of yard signs?  They know, especially for local to state elections, that research shows when a voter goes into the booth,  they will pull the lever for the name they recognize, regardless of whether or not they know what the candidate stands for.  Advertising works. 

Now which types of advertising work best...


The research showed that sales lift during the promotion was highest among those who had viewed the campaign on both TV and digital channels,...

Read more at http://www.emarketer.com/Article/Do-Cross-Platform-Campaigns-Yield-Results/1010317#JhjTRyqoOcggh6W2.99


Why Digital?

"The very best marketing comes from observing consumer behavior and inserting your message into their behavior."





Monday, October 21, 2013

Humor


Hispanic Research

Working in south Texas, keeping your finger on the pulse of the Hispanic market is important...



While overall sales to ethnic groups across the board have risen strongly since the 2008 financial downturn, US Hispanics have led the way. According to Polk sales figures, the overall market for new-vehicle sales in the US grew 9% between H1 2012 and H1 2013, while Hispanic sales grew 16% during the same period. All told, Hispanics spent $32.7 billion on new vehicles and leases in 2012.

Brands Can Look To Government To Respond To Hispanic Mobile Users
2013 has been the year of the Hispanic mobile user.  Study after study has confirmed that U.S. Hispanics are embracing mobile devices in record numbers and using them religiously.  The Federal Reserve recently found that 60% of Hispanics have smartphones vs. 50% of non-Hispanic whites. 

Smartphone, Tablet Uptake Still Climbing in the US
Smart phone penetration hits 74%. Hispanic hits 87%...
Read more at http://www.emarketer.com/Article/Smartphone-Tablet-Uptake-Still-Climbing-US/1010297#izBxoiqUjqfVpbQs.99


Hispanics Lead as Web Users Who Are Truly Mobile-First
"There is one group who over indexes considerably for using the mobile phone to access the internet: Hispanics." 

SEO/SEM

Google's ad prices are still sagging as marketers pay less for commercial pitches on mobile devices, but the number of revenue-generating clicks on those ads is rising at a much faster clip. The equation resulted in a 36% increase in Google's earnings for the three months ending in September.

Eating My (Key)Words:  Changing the Way We Think About SEO
... The truth is that search is heading in a direction that most of us could not have foreseen… a technically complex and varied amalgamation of platforms, devices, and inputs.

Hummingbird - the end of keyword marketing?
In September, the world’s leading search engine celebrated its 15th year. Google marked the occasion with the announcement of a major overhaul to their Search Algorithm – the secret sauce used by Google to scour the web to deliver your best query results.

Do Display Ads Influence Search?
We found that display ads have a significant impact on search applications, as well as clicks. The
majority of this spillover was not instant, but took effect only after two weeks.

 

Mobile

Video Engagement On Mobile Almost Three Times Higher Than Desktop
The key findings include:
  • The average CTR for mobile campaigns (13.64%) is almost three times that of desktop (5.45%);
  • The average click-through-rate of mobile video campaigns has increased by 265.7% over the last four quarters, rising from 3.73% in Q4 2012 to 13.64% in Q3 2013;

The Top 7 Reasons Why Mobile Ads Don't Work

Dartmouth study sheds light on mobile vs. Web
  • The screen is too small...
  • People are just too busy for ads...
  • ...69 percent of respondents hate it that they cannot easily return to the content they were reading...
  • Too hard to get online with cell phones...
  • Per 54 percent, it's too frustrating when mobile consumption is interrupted
  • Ads take too long to load
  • Consumers are just not in the mood for ads
Smartphone, Tablet Uptake Still Climbing in the US
Smart phone penetration hits 74%. Hispanic hits 87%...



Hispanics Lead as Web Users Who Are Truly Mobile-First
"There is one group who overindexes considerably for using the mobile phone to access the internet: Hispanics." 

Research That Will Make a Difference

Or at the very least, it is interesting... 

If you are like me, you subscribe to a lot of newsletters and find it difficult to find "that" article when you need it.  I am going to attempt to develop a series of research libraries where you can find a collection of relevant articles in one repository...

Thursday, April 11, 2013

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Wednesday, March 6, 2013

How many digital impression does it take?


If the client simply wants impressions, display is an easy sell.  When they tell you that you are going to be measured on CTR, you need to be pro-active.
How many transactions/sales/forms will determine that the campaign was a success? 50?  OK, if I give you 100 leads, how many will you close?  25.  Great, that means I need to deliver 200 leads for you to get to your goal of 50.

The national CTR is approximately 0.05%.  In your other campaigns what CTR have you experienced?  0.08%.  That means we need to run 250,000 impressions at .08% to yield 200 sales leads.  Obviously a higher or lower CTR will affect the results, but we have a place to start.


CTR
Impressions
Leads
0.05%        250,000 125
0.08%        250,000 200
0.10%        250,000 250

 
While this approach may seem basic, a client in San Antonio told me that we are the lead choice for their digital marketing for 2013.  One of the primary reasons was that we were the only respondent that asked “how will you determine if the campaign is successful” and then submitted an RFP telling us how many impressions it would take to reach our goal.  Everyone else just tried to sell us more impressions…