Rich Clark Marketing

Opinions from Rich Clark one of the UK's leading Marketing Professionals


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Web Analytics – how can you utilise to create improvement?

Web Analytics

In today’s economy most organisations have a website.  Most organisations invest in the design of the site.  A high proportion invest in usability.  A number of organisations invest in additional content.  A good proportion of organisations invest in web analytics, however a good proportion don’t.

Of the organisations that do invest a number don’t really utilise the full benefit.  So those that don’t realise the full potential of web analytics or don’t use them at all are really missing the real advantage of the web.  Most people love the internet because it is ‘so transparent’ or ‘it is the most measurable channel’.  However without fully utilising web analytics those benefits cannot be truly reaslised.

How do you make it work?

Most organisations completely fail to realise the full potential of their investment because they invest in the tools, however don’t invest in the resources needed to make the tools work.

The main building block to making web analytics truly work is to invest in personnel that can both operate the tools and as importantly understand the outputs, analyse and put plans into action to improve, based on the results.

Companies also need to recognise what they want from web analytics.  It may be that all you need to know are basic traffic numbers, or sales per visits.  These parameters should be set and where possible, dashboards shWeb Analyticsould be set to ensure consistency of output and easily comparable data.  In addition, this should create efficiencies within business decision-making processes.

What should you use Web Analytics to achieve?

The obvious areas are measure, analyse and optimise on your KPIs.  Simple, however many organisations fail on these basic central points.

A key reason for adopting a thorough approach to web analytics is to input into your optimisation strategy.  Let the data identify key issues that are impacting on your conversion in both a positive and negative way.

Web analytics should also allow you to track the sources of your traffic.  You should be able to track all your sources of traffic, de-dupe and prove what channels are driving traffic, sales and ultimately conversion.  With the two elements combined you should be able to optimise both your site (layout, call to action, customer journey) and your media/creative mix.

Going back to the original point, if you clearly define your objectives and KPIs, web analytics can really

The continuous improvement process

The continuous improvement process sometimes termed kaizen (Japanese for improvement) is what should underpin any web analytics implementation or strategy.  The basis of this concept is actionable measurement.  You need to do more than just measure results, feed the output back in to everything you do.  Change both the elements that are measured and review everything it impacts.  Even though you may be identifying a away to optimise your call to action buttons on your website, it may be down to the language – this in theory could influence how retail staff interact.

top5Top 5 Key considerations

1 Delve into your analytics and get past the top layer

2 Mirror the output with the objectives

3 Once the basics are cracked, undertake more complex initiatives such as multi-variate testing, which allows you to make dynamic changes to your site to speed your optimisation cycle

4 Can areas of improvement being made on the website improve other areas of the business?

5. Don’t just collect data, act upon it, optimise and review

Cost Vs Benefit

Remember, web analytics doesn’t have to be expensive.  You can get complex systems such as Omniture, that can interrogate all levels of detail and integrate into all your business systems.  However if your requirements aren’t as complex, your implementation timescales are shorter or quite simply you don’t have those levels of budget, you can get a very rich layer of information from free tools such as Google Analytics.  Whatever happens, don’t let cost be a barrier to implementing web analytics.  The benefits of a small investment will far outweigh any costs, as long as you act on what you are being shown.

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Affiliates – One Network or more

More the Merrier?

One of the questions I am regularly asked is “Should merchants partner with more than one network?”  I have been on both sides of the fence.  At Nationwide I ran with both single and multiple networks at different times.  For the majority of DSG brands we run exclusively with Affiliate Window

Competition and Loyalty

A common argument for running more then one programme is:

The networks are just virtual sales forces.  Surely an element of competition will improve performance as the networks try to beat their rivals.

On the face of it, that is a sound argument.  In certain circumstances that is true.  However wherever there is competition, there are generally winners and losers.  Whilst in the initial stages, competition is rife, often the losers motivation deteriorates.  This results in more work for the merchants and less focus on those affiliates.

In addition, some affiliates do have preferences with certain networks.  This could be down to personal relationships or the technology the network provides.  Whilst very few affiliates do work exclusively with one network, they often prioritise merchants based on the network they are with.

So do merchants on exclusive agreements miss out?

Management

Merchants on single affiliate networks benefit from a number of efficiencies.  The de-duping becomes less of an issue.  You don’t have to worry about double paying through affiliates or integrating two tracking technologies.

Processing of payments, affiliate approval and communication is streamlined.  The main benefit is the fact that relationship building with the networks become easier and more focussed.  In turn the network can talk in much more depth about your programme and sell the benefits to affiliates.

Affiliate Choice

So does one network reduce affiliate choice?  Well in one sense yes, if an affiliate really wants to work with Currys for instance, then there would only be one network.  However it does make choice easier for the affiliates and they know exactly who they need to speak with  in order to resolve issues or to negotiate incentives and optimisation.

Decision

The end game has to be based on your objectives.  If you are meeting your KPIs with one network do you need the additional work of two networks?  There is not one single answer, different approaches work for different brands with different objectives.  For me Affiliate Window offer great technology for retailers and affiliates alike.  For that reason sole networks could be the way forward.