Well, I have not blogged for a while!  Years ago I shifted from Internet Strategy over to Conversion Rate Optimization (CRO).  When that happened I stopped blogging from a simple lack of time.  Flash forward a few years and now I sit in the offices of my growing company and now, have a new blog, although its not the same at all.

I wanted to get this post out and let everyone know that I’ll now be over at Webroast.tv reviewing user videos detailing bad user experiences that can be learned from.  We are just “seeding” the site now and expect to officially launch it next month after the new year.

I’m hoping that reader who have found and appreciated this old blog will enjoy the new blog as well.  Its really cool!  If you EVER get frustrated with a website, just head over to Webroast.tv and vent to us.  We’ll review your experience and offer the site owners some suggestions on how to address the issue/s your identified.  We want it to be an entertaining and positive “roasting” of sites and educate people along the way.

Webroast.tv is being launched with the same spirit this blog was years ago.  Bear with us as we work out the kinks, and enjoy the sneak preview!

Moving Past Basic Conversion Rates

An online business lives and dies by its conversion rates.  While it is always tempting to generate more traffic to a website, it rarely makes sense if the website can not convert visitors into paying customers or sales leads.  Conversion rates therefore are like a website’s score card, and if you are going to keep score, you really need to know how the best way to go about it.

Purchase Mindsets

There are two mindset to almost every online purchase:

1. WANT IT NOW Mindset – is need-driven, perhaps a bit impulsive, caused by a big want, a bit of pain, or sometimes love or guilt (gift giving).  This is the emotional mindset you can “sway” all the way to the cart.  But that is as far as it goes.
2. HAVE TO PAY Mindset – This is one most eCommerce owners are perplexed by.  The customer wanted it, added to cart, but did not buy. This is where reality comes in, and not all financial, as people are forced to ask “Do I really need this?  Do I know everything I need to know about the product?” (Colour, Size, Quality, Reviews), is there a better one, or cheaper one somewhere else?

These mindsets are those of the buying customer, and you want as much data as possible on them.

The problem is, there is likely a lot of traffic on your site that is diluting the actions and intentions of the buying customer, to the point where you look at the common Conversion Rate and think, “is that all I am converting?”

Some Common Reasons people visit sites:

1. To gather information (they don’t intend to buy at that time).
2. Check Prices (may buy if yours is lower, if you are last site they are checking).
3. To purchase.
4. Order Status Checkers (Makes it look like Return Visitors are not buying).
5. To Look for Work.
6. To see what you have (browsing still happens).
7. Looking for products you don’t even offer (common with niche sites).
8. Your Social Network, including your Mom.

Conversion Rates

Conversion Rates can therefore be deceptive.  They ARE meaningful, especially if you are looking at Unique Conversions/Unique Visits, however they are not giving you the best picture of how your site is converting visitors that are interested in buying.  I call these qualified Visitors.

Who is Qualified?

A visitor is qualified after they show that they are more than just a browser, a job seeker, a friend or someone looking for a product you don’t have.  While there is no perfect way to identify this people statistically, a good start is identifying pages people might visit if they truly are a prospective customer or lead.  This might be product pages, they may be other pages.  The 1st step is to figure out which visitors are qualified, and start calulating the rate at which these visitors were persuaded.  I call this the Sway Rate.

Sway Rate

This is where the two mindsets mentioned above come into play.  You have now identified people more likely to be real prospective customers, and you want to figure out how many of THEM, you are persuading, or saying to convert.  That is your “Sway Rate”.

Here is a chart that show a common Conversion Rate besides a Sway Rate.

(Data above is for example purposes only.)

Calculate the Sway Rate

So your common “Conversion Rate” (Purchases / Visits)  or  “Real Conversion Rate” (Unique Purchases / Unique Visits) does not tell you about 5 out of the 6 visitor types above.  That is why you need to calculate the Sway Rate.  Once you have this, you will see it coorilates much closer to your sales volume than the overall conversion rate (See the Chart Above.)

The Sway Rate Formula is below:

(Unique Cart View / Q-Pages) *(Number of Orders / Checkout Starts)

What is a Q-Page?  It is a page that show the user is qualified to be counted as a prospective buyer on your site.  For most product focused eCommerce sites, a Product Page is a Q-Page.  Here is an example:

Take the rate of the Qualified people your site got people to the Shopping Cart.

900 Unique Cart Views / 3250 Product Pages Views (Q-Pages) = 0.28

Then take the rate of people who added to their shopping cart, and actually ordered.

240 Orders / 500 Checkout Starts = 0.48

Now, multiply them against each other (rate of those who got to the cart and got through it).

0.28 * 0.48 = 0.1344 (around 13.5%).

Now, Calculate your Own.

I hope this helps you cut down the “noise” of what you measure on your sites, and gives you something more meaningful to measure. This should allow you to better measure how well you are persuading those who are more ready to buy.  Don’t forget, you may need to work on getting more people to “Q-Pages”, especially if your bounce rate is high, but once visitors on are you q-pages, this helps you keep a better score of how you convert them.

I know it is not as “Simple” as website conversion rates, and the people you present your metrics to might want simple.  Just remind them that accurate metrics are simple metrics, and think about how long it would take to explain to them why sales are up and the site conversion rate is down (it will take 23 minutes, and a white board, trust me).

I’ve been optimizing websites for years, and last month made a “Magic Bullet” change . It was a 1 word change and more than doubled the conversion rate.  This is worth sharing.

I’ve seen this on landing pages and emails,  but never on a complex Internet Retail site with just a 1 word, not spending a cent on (paid) traffic, priceless!  Literally!

Continue reading the Full Post Here.

Take This “Internet Sales” Test For Your Site

Take a look at your website, now pretend that each word on the homepage is being said to one of your prospective customers after they said “I might want to buy from you”. Would what was being said to them be relevant?

When was the last time you thought that spending money on Internet Marketing such as Pay-per-Click or SEO was going to increase sales?  It will if the people are sold, but getting them to a bad website that is not relevant to their needs (think of a sales guy babbling on  while you want him off the phone so you can work again, thats a bad website.)

A great sales person has an elevator pitch, knows how to summarize his solutions, he listens to peoples needs, he handles objections and helps people (even if they are not ready to buy at that moment).  A company website needs to be a great sales guy, not a great marketing guy (he did his job already by getting people to the site).

Kill the Brochure Site

I cut my “Internet Business” teeth in an “old school” manufacturing company. It was an $8 Billion company and at 1st did not look to the Internet to do anything more than have brochure materials online.   As the person in charge of the company’s Internet strategies and initiatives,  I knew I had to lead the company in the paradigm shift that was happening in driving B2B lead generation (people were going online 74% of the time to source a new supplier etc), and I knew this meant speaking the “old school language”.  A website had to be more than the digital equivalent of a brochure holder.  It had to be a digital sales person.

Emulate the Sales Group Online

My internal clients at this big old company were in “Marketing”.  I soon realized that the information I was missing the most was from Sales.   Each division of the company had a “Sales & Marketing” group, however I was only ever speaking to 1/2 of my client. Each of 300 or so sales people for the company knew how to present the company’s value to a prospect in less than 1 minute, they had the relevant materials with them to present and knew when someone was a qualified buyer.

In the end, I created a B2B website that acted like a Sales person, qualifying a person as a lead before closing it (the sales people still closed the sale, and made me feel like a hero every time I met them).

The company had a very strong brand in its industry, and the website got some decent traffic, but proportionately few leads were driven from it.  Marketing people spent lots of time with excellent interactive marketing agencies running Internet marketing campaigns that drove online leads, however the company’s website was left largely untouched by Marketing as a lead generation tool.  That was till I spoke to Sales.

Websites are Internet Sales, not Internet Marketing.

Websites perform the same job as a sales person. Think about it.  Marketing is generating traffic to sales, and sales is converting that traffic.

The Internet is so new that people have not realized the two functions are still there, its just the medium that has changed.  Companies today need to step back to traditional marketing and ask if something is a Sales or Marketing function, then approach it as such. Here are some typical “Internet Marketing” mainstays.  Lets look at them and classify them as they really are.

1. PPC – Marketing
2. SEO – Marketing
3. Websites – Sales
4. Social Networks- Both
5. eMail Campaign- Marketing

You can see that I’m calling Websites “Sales” and not Marketing.  I firmly believe this and there is a company with $350K/month in additional sales to prove it.  A website recieves traffic to to from Marketing which generates it online or off.  It is now the websites job to receive people looking for information and answers and convert them into buying customers.  Sounds like sales to me.

Lets Talk Resources

I love marketing people, but they are not normally sales people.  I have also seen sales people come back to “corporate” and fail in marketing.  The reason is the two functions are separate and involve separate strengths and talents.  The Internet is new, so if ou have not figured it out yet, let me be clear.  It is the same online as offline. When you have someone great at producing traffic for your website, don’t put them in charge of converting leads or online purchases.  If you have someone great at increasing conversion rates on your site/s, don’t assume that they can manage Google Adwords or Banner Ad campaigns.  Some people can do both, just don’t assume.

Another factor is specialization.  There is a lot to profiting online.  No one person can be at the top of their game in both Sales & Marketing skills and techniques.  PPC is a full time specialty now, as is SEO, as is web design etc and so forth.

Social Media in Sales & Marketing

I’m not saying that there is not some cross-over.  Social media is a place where a company can both drive r.  Social media is a place where a company can both drive traffic and build relationships that “Sell”.  I’m just pointing out there is a distinction and the sooner a company stops expecting a sales tool or person to do marketing and a marketing tool or person to so sales, the better we are.

80% of websites have adequate traffic to achieve their goals, they just don’t handle it well.

My last post was about the Internet Strategy Checklist my firm uses to “cover all the bases” with clients when brainstorming their Internet Strategies (albeit a useless list if I don’t already know the client’s audience, objectives and opportunities).  The list is arranged with the most important Internet marketing strategy components first, from the perspective of priority and hierarchy of what needs to be done 1st.  The 1st category on the list is Website Optimization.

Don’t Throw Money at a Bad Site

Without a website that can handle traffic, there is no sense of giving it any.  So often companies get caught in the idea that sending more traffic to a site will result in more sales, and they are normally right, but not normally making profiting off of it the way they could be. The 1st thing we do for clients is audit their incoming traffic.  If they are paying for clicks, we figure out the return on investment and estimate how they can better convert these “paid for” visitors once on the site.  This is a minor step in the big scheme of things, but it does “stop the bleeding” so we can get to the point of getting sites on a path towards optimal health.

You Know Where to Find the Yogurt.

A good website is like a grocery store. People coming in have a sense of where items they want might be located and easily follow directions and conventions to getting what they want.  This is no accident.  Retail Strategists lay out stores be easy to navigate and promote.  Sound familiar?

Website Optimization is getting the most out of people visiting an online property.  This might be apply to a landing page, micro-site, website, online catalogue, online slide deck, Interactive tool etc.  If your web presence is not handling visitors well, then paying to sending qualified traffic to it in large part a waste of money.

Good website optimization often starts with the website homepage strategy and how site visitors handle people once they arrive at it.  I wrote a post on this a while back, click here to read it.  The best place to start is to look at your website analytics and see were the top “landing pages” are (what pages people are entering your site) and then optimizing your landing pages (another previous post).

Keep Your Promises

When I look at a site for the 1st time, I look at its “Promises”.  What is the site promising the site visitor?  Then, is the site delivering on its promises.  This starts from the ad or search result that got the user to the site.  Do they arrive on a page that fulfills the promise of the search engine (This shows why SEO without strategy is worthless, as it can just create “broken promises”.  If you have a decent landing page and are getting more than a 20% bounce rate on it, it is likely caused by “broken promises”.  I don’t want this to be an SEO post, but having an integrated SEO strategy is part of Website Optimizing (sending qualified traffic in any way is part of it).

Focus on Website Optimization

Focus on website optimization as your primary web focus.  This starts off by making sure the site is simple and well organized from the user’s perspective.  Then it goes further into “giving people what they want”, when they want it and how they want it.  It also means spending time on statistics and testing out different things (check out

Achieve your Customer’s Goals, Forget Your Own

Your customers have their own goals when they are your site (forget about your site’s goals for a minute).  Once your site is organized from your site audience’s perspective, you need to set up analytic goals and track the “Goal Funnel” to see where visitors are falling off in trying to achieve THEIR goals.  Once see where they are dropping off, you can critically look and very likely see why.  Then you can fix it.

Now lets talk about your company’s and its site’s goals.  These are really just the goals of the site visitor.  If you achieve their goals, you will achieve yours.  (This needs to become your mantra.  Design it from your visitor’s perspective, give them what they want and help them achieve their objectives, you’ll profit from it, have faith).

Try User Testing

It is so easy these days to get user testing (See Get Tested) there is no excuse not to watch people trying to achieve their goals on your site on a regular basis.  This is the catalyst to website optimization because after watching your target audience trying and failing at core basic stuff, you will be compelled to do something about it.

Measure Progress

Your site needs “Core Metrics”. These are what you need to measure.  These metrics need to be from analytics, sales (or leads) figures, feedback data, and anything else that you could measure that would show that website optimization is working.

A Website Core Metrics Example

Website Optimization Summary

Give people what they want, do it from their perspective, make it easy and test test test. You likely have an SEO program.  Now you need a Website Optimization program.  They two have a lot in common.  Neither give immediate results, seem simple but are not, and require a strategy and lots of work.  There are there are website optimizing companies that provide such services, and even pair them with an SEO company.  I suggest getting  website optimization services before sending paid clicks at your site.  So many companies build something and leave it.  In reality, you can often get 100% better performance out of a page or navigational path through optimization.

Here is a checklist to use when developing or reviewing your Internet Marketing Strategy. This was developed for the clients of our Conversion Rate Optimization Company, and organizes the most common and potent Internet marketing components that make up a good Internet business strategy.

This Internet Strategy checklist has been organized in the order of the most benefitial components to the  the least (generally, and in our experience).  There is A LOT behind this simple checklist, but just using it as an exercise to go through what a company could do for Internet Marketing is extremely valuable.

Later this can be transformed into a phased roadmap as well, as it has all the components that is in your typical roadmap as well, and makes sure something that needs to happen in a phase get covered while developing the roadmap / strategy.

• Website Optimization
  • Website Conversion Rate Optimization
    
  • Landing Pages
  • User Testing

• Data
• Listening
  • Feedback
  • Analytics
    • Web
    • Chat
    • Phone
    • Demographic
    • Social
    • CRM
• Email
• Chat
  • CRM Integration
• Leads
  • Life Cycle
  • Soft
  • Hard
  • Incoming Process
  • Accelerators
  • Stay in Touch Nurturing

• Search
  • SEO In-Site
  • Link Building
  • Paid
  • Local
  • Verticle
• Online Advertising
  • Banner
  • Contextual
  • Social
• Press Releases
• Events
• Publishing
  • Articles
  • Blog
• Video
• Social Media
  • Facebook
  • Book marking
  • Group Interactions (Forums)
  • Twitter
  • LinkedIn
  • Niche Verticle.
  • Aggregation.
  • Answers (i.e. Yahoo! Answers).

• eCommerce
  • Drop Cart
  • Affiliate

User Testing Times, They are a Changing.

Website user testing is now cheap on a per user test basis.  Every website should undergo interface testing.  If you need user experience testing, and at a great price, read this review.

I have been recommending User Testing for years.  It used to take a lot of time, a lot of work, and be a royal pain in the butt .

That Was Then! When User Testing involved;

1. Convincing the Client of the value of User Testing.
2. Convincing the Client of the cost.
3. Convincing the Client’s boss of the value and cost.
4. Booking a User Testing Facility (Computer Lab or Training Room).
5. Recruiting other eMarketing Folks to Monitor.
6. Recruiting Target Audience
7. Developing handout materials
8. Conducting and Overseeing User Tests.
9. Keeping users focused on goals.
10. Compensating users.
11. Going home and kissing the kids goodnight.
12. Reviewing notes as interpreted by monitors.

There is a lot of pain in there. 1st, finding the right audience and getting them to actually show up is always a challenge.  The part I hated the most was the time of day user tests were held, since most users groups are held after work to allow for people’s schedules.  Well, that was then.

This is now! When all you need to do is;

1. Developer a User Testing Brief (Demographics, Goals)
2. Submit new user testing session to UserTesting.com
3. Review Videos.  See User Testing Example Here .

That’s it!

UserTesting.com

UserTesting.com is simple and effective. No, I am not being compensated in any way here, they don’t even have an affiliate program (although I would love to set up an affiliate strategy and program for them!).  They are the real thing.  A service that makes a difference.  Refreshing really.

How it works – Tell them what you want users to try and do, making sure your target demographic is clear.  Typically it takes about 3 days to get the 10 user testers I want, as opposed to about 7 business days for setting up a User Test.  It also costs $30/user test (see coupon below) as opposed to about $150/user test the old way (My client’s costs have been cut in half as a result).

Here is a screenshot of my account , the test you see are for a client of mine (sorry I had to blur out their name etc for confidentially reasons) that really needed to improve their website. In fact, it was completely insane to throw paid traffic at their site, which they were to the tune of $6K/month, with the site in its current condition. In order for me to illustrate how much their eCommerce site needed a major revision (I don’t believe in redesigns, but that is another post), I conducted a simple 10 user test session with UserTesting.com.

After watching bit of 3 tests, the company stakeholder through up his hands and said “WE SUCK”.

Here is what I suggest , get user testing for your site right away.  Start with 3 Tests just to get a feel for it and identify the big issues.  I even have a coupon making it $19/user instead of $30/user (if you use it before the end of May).

Get excited, your about to make discover you site’s biggest issues.

By the way , the service I use is www.UserTesting.com , and to my knowledge they are the only such service.

Coupon

Here is the coupon , good till the end of May, 2009.  Enjoy!

Cause People Under 50 Don’t Use the Yellow Pages Book Anymore.

With most local business searches happening online through local search engines and local search directories, local search marketing and local search advertising are more important than ever. A huge part of local search optimization is the local search directory. There are now dozens of places online to find local businesses, so knowing the best local directories for local search and how to submit to and get listed with all of these local search engines and directories is extremely important to today’s local business.

The Local Search Engines, Directories & Data Sources below are listed in order of importance to a local business, and it is critical to be in as many of them as possible , especially those ranked near the top. That’s why the list below was compiled.

Losing Business? Perfect Example

I was doing some research on Twitter.com , a place where people give short updates of what they are doing etc, and I came across this perfect example of a local business losing business because they were not listed well locally.

In this case, a local franchise of Kona Grill lost business because this person could not find its location via MapQuest.com or her GPS unit. From reading this article, you’ll learn how this incident could have been avoided.

Where to Start Listing Locally

Submitting to all these directories will take about 13 hours, which is a lot of time! Even worse, its tedious.

So start with Universal Business Listing (UBL).   I don’t mean this to be a review of Universal Business Listing, but they are the “big one”. They feed listings to almost everyone else online, as you can see in the Notes area of the table below. Plus they also get you in 411 and GPS directories. The cost is nominal, and included in that is the cost of listing with other paid directories like the Yellow Pages, Super Pages, Dex. You also don’t have to wait 4-6 months to get into InfoUSA which is all important online and off. Do the math and you’ll realize that its well worth it, plus , it gives you one place to make updates with in the future, not 26.

After submitting to UBL, hit at least the top 5 local search directories not covered by UBL. Do the rest too, but you’ll be leaving a lot “on the table” if you don’t hit at least those top 5).

Get Listed With These Local Search Engines, Directories and Providers

The above list was compiled by using a formula based on the popularity of the Local Search Engine/Directory, its recent increase or decrease of popularity, the significance of the sites it “feeds” and where it get “fed” its information from.

The Importance of Online Local Listings

Besides the fact that over 75% of searches for information on local businesses &services occur online, there are other compelling reasons to get listed on as many Local Search Directories as possible:

User experience – People tend to start with a general search online, then go from there. Eventually they locate the information they need, and if they have a good experience, will seek out that information resource (site) again. What this means for local business searches online is someone who searches for “Ice Cream” with a Zip Code, will end up a map of results from the search engine (why you need to be in Google, Yahoo and others) as well as results from local search directory sites like Merchant Circle, City Search and others (see the list above). If a user knows where they want to go already, they will use the map feature, if they are looking for reviews and opinions from others,they will go local search directory instead.

This is the current user experience today. It is not flipping through the Yellow Pages. Yes, the fingers are still doing the walking, only now its more like a tap dance on the keyboard, so you need to be part of it.

Reach – From the above ice cream example, you can see the reach you get from being listed. But data collected and managed online now goes a lot further. Not only is mobile local search picking up steam with the iPhone and similiar devices, but I often find places with my GPS while driving as well. (Gas, Food, Florists, Coffee Houses). Being online as well as on everyone’s GPS is pricless. Its being right where people are already looking.

Ranking – The better your search ranking with search engines like Google, the more often your site will be found, bottom line. When you are listed oline, you have a web reference to your site. The more references that are relevant the better. The more popular the site referencing you, the better. Listing with Local Search Directories provides you a way get popular and relevant sites linking to yours. Things are never really this simple, but you get the point, these links have value to your site ranking, and therefore to your business.

Writing for Local Search Engines & Directories

Steven Brier over at Local Internet USA brought up a good point to me recently, in that the focus on submitting to Local Search Engines and Directories is not so much about the time it takes to submit to them all, but rather the work it takes identify your keywords and create some compelling and attractive copy that will draw your target audience in from these local search engines and directories.  This obviously comes from a professional who see the results of well thought out copy.

Before submitting to search directories, your website should be optimized with your keywords.  You’ll want to make sure these make it into your listing copy where appropriate.  Here is more information on Local SEO for your website .

Note: This list does not cover local niches. If you are a restaurant for example, you will want to list with local directory sites like UrbanSpoon for instance. If there are niche directories with local listings, get in them as well! I’d put such a directory near the top of my list.

Now that we’ve discussed how to do SEO properly and how to get listed locally everywhere online, I’ll put some time into local online advertising (and not the useless opportunities you’ve been approached with by some sales guy).