1. DMA Winter Briefing
February 23, 2012
Convert More Web Traffic and Demand
Investment into Tangible Business
Analysis & Opportunity for Agencies
Andy McCartney
2. Intros Andy McCartney – Managing Partner
Personifeye Solutions Group
• 25 years experience in marketing, analytics and software
• 15 years of ‘eMarketing’ - leadership and practitioner
• 2 time VP of marketing
• 2 time VP of strategy/services for eMarketing Agencies
• Thought leader with CCO, Econsultancy, CMI, DigitalConverts
• Focus on digital, demand generation and lead management
• 20 years in US, dual nationality (British), Atlanta based
Agency Modernization
& Growth Consulting Digital Strategy
Technology
Agencies: Definition6, McKee Wallwork & Execution SOLUTIONS
Cleveland, St. John & Implementation
Partners, SB&A, Godfrey, LaBreche, MarketVision, Training
Richter7, ESW Partners, Heinzeroth, Network
Affiliates, Sawtooth Group, Sigma
2 Agencies: LaBreche, Spalding Jackson
3. ‘RODI’
TODAY Engagement &
Conversion
Top Digital Priorities
What is Conversion and CRO?
Oh Yes The Funnel
Which Metric(s) Fail, & Why
One Possible Solution
Opportunity for Agencies
4. Digital Priorities for 2012?
Source: Econsultancy Quarterly
Digital Intelligence Briefing:
600 client-side and agency respondents Digital Trends for 2012
B2B and B2C, US and Europe
5. Conversion – What Is It?
• Very Ambiguous Term. In web terms:
o Is it ‘% of Visitors who fill in a Form’?
o Is it ‘% of Visits to Close’?
• It can be many things, but in essence it is the conversion from
one status to another, via a single or combination of steps to
fulfill an online/stated objective.
For example
• Single step: # visitors who register for a
webinar, or request a call with sales
• Multi step: # prospects who become
customers via several steps/interactions
Conversion, conversion optimization, or conversion
rate optimization used synonymously
6. Digital Traditional
Situation
Marketing Marketing
Print/Ads
Ads, Blogs, Social
SEO/SEM
Events/Expos
TV/Radio
Analysis
Websites, Microsites Email / Mobile
Telesales
Content, Video…
Other …
Interest / Traffic
To Web ‘Zones’
Awareness & Demand
Generation
Score = B
Engagement, Capture
& Conversion into
‘Tangible Assets’
(Contacts, Prospects, L
eads, Business and
Outcome from Online Visits? Ongoing Relationships)
Next Step: 2-3% Score = D-
Sales: 0.2 - 0.3%
Source: Marketing Sherpa
6
7. For Tangible Outcomes, Think Funnel + %s
Conversion steps towards digital relationships and ROI differs
between organizations and between B2B to B2C:
Demand Generation Multiple Steps e.g. Single Step
Longer Sales Cycle e.g. B2C
Sample B2B stats:
2-3% of web
visitors offer
%
contact
information
Inquiry to Close
Average 0.32%
%
Good 0.69%
Best 1.35%
7
8. A Significant Statistic to Care About
• 97-98% of online visits do NOT result in a next step
• WHY?
next step
1000/month 20-30/month
More on social sites X 970-980
9. The World Has Changed
WHY? Decision Making Has Changed
Conversational Marketing
Promotional Marketing
e.g. B2B Source: Marketo
10. WHY? Visitors are not Clicking / Converting
• “Nowadays people don’t want to talk to sales
until they are 60-70% along their
decision cycle” (Sirius Decisions)
• Therefore if the only next step or CTA is ‘talk to
sales’ then very likely no contact, no prospect.
• Common Problem = minimal next step options
(or leaky websites with random next steps)
“I’m not ready to talk, but I might engage earlier
in the (AIDA) cycle if there was reason to ….”
11. A Good Example
14% of Clicks
• Typical web site, sales phone and contact
us/email
86% of Clicks
13. Minimal Options for Conversion
Incredible Missed
Opportunity
No
engagement, interaction
or next steps with 97- Phone Number and Email
98% of visitors
14. Solution
=
“Intelligent Digital Self Service”
Minimally:
• Offer More Engagement Options, Next Steps and Calls-
To-Action along all stages of the AIDA decision cycle
• Make Options available in all places (no leaks!)
• For B2Bs and more complex sales cycles:
Leverage, map & deliver content based on decision
cycles.
• Transform all web ‘zones’ into lead generation
engines, and drive educational and promotional traffic
16. Solution? Add a ConversionMagnet ‘Zone’
http://www.personifeye.com/demos/wp
Demo site with ConversionMagnet
Transforms a ‘brochure’ style site .. into a prospect
engagement and lead generation site
http://www.mikewittenstein.com
click on the ‘Take Action Now’ orange button
http://www.banyancapital.com
‘Quick Info Access’ green button or lower right triangle
19. PLUS Accelerate the Path of Prospects from Multiple Digital Locations
ConversionMagnet Social Conversion
Regular Demand
Generation Tactics
+ Zone
Engagement
Traffic Tactics
e.g. http://bit.ly/yueTPD
URL to zone
Add a ‘trapdoor’ link from any social or digital location straight
into your white paper conversion zone: http://bit.ly/yueTPD
20. Convert from Any Digital Location
Source: Creative Traction
Add ConversionMagnet
‘trapdoors’ to content and
programs within any channel.
20
21. Success Benchmarks - Type 1 Customers
OUTCOME
• 3X as many prospects engaging and taking next steps
• Twice as much business sourced from digital
OUTCOME
• 400% bigger funnel, 3x as many sales ready leads
• Growth of prospecting database and ability to form
ongoing business relationship (initially via digital)
OUTCOME
• Before: 2-3 promising leads from website per month
(limited universe)
• Now: 10-15 prospects engaging with content
packs, assessments, requesting meetings
22. Success Benchmarks - Type 2 Customer
Before ConversionMagnet
Primary CTA = Evaluation Signup (24 hr)
DemandGen Activities
2-3 emails per week
Paid Search (Adwords)
Ads in Busdev space
Press Release 1/month
SEO / refresh PRIMARY
Direct mail - to site Avg 25 signups / week
2 blogs = 1% Visits to CTA
White papers
Twitter: 2-3 per week
LinkedIn Groups
Website: Signups to Close
2,500 Unique Visits Per Week = 3/week = 12%
3 closes per week = 12% of Signups = 0.12% of Visitors to Close
23. Success Benchmarks - Type 2 Customer
With ConversionMagnet in Trial
DemandGen Activities Secondary CTA Capture Points = SECONDARY
2-3 emails per week 120: Content packs
5% 3%
Paid Search (Adwords) 110: Webinar reruns
Ads in Busdev space 2% 50: Assessments
Press Release 1/month 40: ROI calculators
75: Alert signups
Etc etc
PRIMARY
PLUS URL to zone Avg 51 signups / week
Social Trapdoors = 2% Visits to CTA
Integrate with CRM &
Pardot for nurturing
Website: Signups to Close
2,900 Unique Visits Per Week = 6/week = 12%
6 closes per week = 12% of Signups = 0.24% of Visitors to Close
24. Digital Traditional
Marketing Marketing
SEO/SEM
Ads, Blogs, Social
Print/Ads
ConversionMagnet
Events/Expos
Websites, Microsites Email / Mobile
TV/Radio
Telesales
In a Nutshell
Content, Video…
Other …
Collate primary and
Interest / Traffic
To Master Website secondary Calls-To-
Action, content
requests, engagement
tools and contact
options.
Engage
ConversionMagnet
Tactics
Connect at all stages of
the AIDA funnel via
Intelligent Digital
Self Service.
ConversionMagnet
24
25. Agency Opportunity
• ConversionMagnet is a 100% Custom Solution
Requiring knowledge, consulting and collaboration with client
• ConversionMagnet is Central to Digital Strategy
Elevating relationship and stickiness
• Revenue Generation:
Ongoing
Initial Content
Full
Setup Creation
Service
Initial Design &
Implementation
$5k - $50k projects Content Fuels the Solution
Ongoing SaaS & Full Service $500 - $10,000+ per month!
$500 - $2,500 per month
26. Partnering with Agencies
• Personifeye partners with agencies to design innovative and
results driven ‘zones’.
• Step 1: Run a Situation Analysis
– Business/Website objective(s)
– Target Market/Personas/Journey
– Sales Cycle & Triggers
– Self Service, Content & Engagement Options
– Digital Locations for Ads and Content (e.g. LinkedIn, Blog)
– Capture Options for Each Stage of Decision Cycle
– Calls-to-action, Alerts/Triggers, Routing, Automation, Mix with Offline
• Never ‘One Size Fits All’. Custom solution based on all the
variables for client’s target market, sales cycle and likely
self-service prospecting mechanisms.
26
27. Conclusions
1. Have your clients consider the adoption of an ‘intelligent
digital self service’ strategy and ongoing solution.
2. Create an ‘engagement, capture & conversion zone’ that
maximizes the opportunity to connect digitally with target
markets.
3. Pull higher quality traffic from multiple offline and online
locations (e.g. magazine QR code, social site, blog) directly
into your conversion zone to lift ROI.
Thanks!
Contact: andy.mccartney@personifeye.com
27
28. DMA Winter Briefing
February 23, 2012
Thanks!
Contact: andy.mccartney@personifeye.com
Hinweis der Redaktion
Limited Calls to Action which are hard to findFor example: workshops, free consultations, downloadable content, free trial, events/webinars, newsletters, referral, feedback, current promotions, etc. Reliance on “Contact Us form” Auto-responders are Anti-relationship Site Maps are Inefficient Overall Poor Website Visitor Experience Growing Demand for More Privacy on the Internet – “DO NOT TRACK”
Digital ROI and ConversionTop Priorities for Marketers Right Now?Status Check: Demand vs ConversionWhat Exactly is Conversion and CRO?Metrics and the Funnel, B2B and B2CHow Can We Improve the Key Metric/WaterfallOne Solution Approach – ConversionMagnetCustomization and Opportunity for Agencies
This fourth Quarterly Digital Intelligence Briefing is based on an online survey of more than 600 client-side and agency respondents. Adobe and Econsultancy promoted the survey to their respective databases of marketers. Geography: Just over a quarter (27%) of respondents are based in North America and around two-thirds (67%) in Europe. Other countries and regions represented include Australia, South America and the Middle East. Respondents work across a wide range of different industry sectors. The best represented sectors are retail and mail order (15%), education (9%), professional services (9%) and financial services (8%). Just over a quarter of respondents (29%) specify ‘other’ as their sector. Other sectors included public sector/not-for profit and IT. Business focus: The chart below shows to what extent businesses are focused on B2B, B2C, or both. Just under half of respondents (42%) are exclusively focused on B2C, while around a third (32%) are B2B focused. Just over a quarter (26%) are focused on both B2B and B2C.
Marketing’s Expanding Complexity and Closer Role with Sales Marketing has changed dramatically over the last 5 years, where prospects and customers need to be engaged on their terms with relevant content, engagement and respectful communication. Marketing’s role has also expanded and coexists more with sales than ever before, especially as 90% of all purchases are researched online and decision makers no longer want to talk to sales until they are 60-70% down the decision cycle. The purchasing process has also changed significantly, and so must your ability to create and leverage your digital ‘assets’. Marketing must attract and move prospects much deeper into the funnel than ever before, intelligently monitoring and engaging them with easily accessible content and automating more self-service until they are ready to connect with sales or business development.
Situation Analysis: Organizations are employing a variety of digital sales and marketing tactics, tools, channels, assets and practices to generate awareness and traffic to their online web presence. The percentage of that traffic converted to contacts, prospects, leads and actual business is unacceptably low – enter ConversionMagnetWhy is Digital based Business Generation so Poor? Disconnected digital strategy, not aligning with company mission and sales/marketing objectives.Prospects no longer wish to talk to sales until they are 60-70% down the decision cycle.Sites not engaging prospects/leads at all stages of the ‘aida’ sales cycle, equaling opportunity loss of 70-80%. ‘Leaky’ web sites have poor/random access to content, calls-to-action and next steps, missing many engagements‘Contact Us’ form and ‘Call Us’ are the engagement mechanisms, only targeting the bottom of the funnelWhat is Needed?A strong strategy that aligns ‘aida’ tactics with target markets, company mission & sales/marketing goals Coordinated and synchronized traffic generation + engagement/conversion solution.Ability to capture prospects/leads at any stage of the sales funnel, not just at ‘action’ stageAbility to automatically nurture, qualify and convert leads to sales for high percentage closesAutomation of process to minimize lost leads and maximize engagement throughout funnelConversionMagnetis a fully customizable digital ‘piggyback’ solution that transforms a ‘brochure’ style website into an ‘Engagement, Qualification and Conversion’ engine, which results in the generation of significantly more credible and actionable leads for sales closure, as well as the warming and nurturing of leads that do not initially close.
So what approach should we take if we want to increase conversion and ROI. Think %, funnel stages and how to optimize each step of the journey.Limitations with Today’s Online Conversion Strategies:Disconnected digital strategy, not aligning with company mission and sales/marketing objectives.Prospects no longer wish to talk to sales until they are 60-70% down the decision cycle.Sites not engaging prospects/leads at all stages of the ‘aida’ sales cycle, equaling opportunity loss of 70-80%. ‘Leaky’ web sites have poor/random access to content, calls-to-action and next steps, missing many engagements‘Contact Us’ form and ‘Call Us’ are the engagement mechanisms, only targeting the bottom of the funnelWhat is Needed?A strong strategy that aligns ‘aida’ tactics with target markets, company mission & sales/marketing goals Coordinated and synchronized traffic generation + engagement/conversion solution.Ability to capture prospects/leads at any stage of the sales funnel, not just at ‘action’ stageAbility to automatically nurture, qualify and convert leads to sales for high percentage closesAutomation of process to minimize lost leads and maximize engagement throughout funnel
What’s different about the B2B selling process compared to say, 5 or 10 years ago?Before the Internet, the B2B buyer making a complex decision had relatively few sources of information. Vendors leveraged that knowledge gap. The vendor sales person was the primary gateway to information the buyer needed to decide – a tremendously powerful position. Fast forward to today. The Internet and social media have triggered a turbulent change – the rich dialog has shifted on-line and away from the sales person. Plus, B2B buyers have become expert buyers. They often know more than sales people. They engage with sales people later in the buying process. If your company has been persuasive on-line, you’ll make the short list. If not, there’s little hope for recovery. The impact on sales productivity is big and irreversible. CSO Insights reports that sales productivity is at a 15-year low point. IDC Sales Advisory says that only half of sales people make quota.
Problem also = Leaky Websites. Poor navigation and location of next steps. “Can’t find it”What does that mean for digital … when people are not ready to commit to your primary call to action, how else can you engage?Provide secondary calls-to-action and intelligent digital self service
Offer More Engagement Options, Next Steps and Calls-To-Action along all stages of the AIDA and decision cycle.Make Options available at all times (no leaks!)For B2Bs and more complex sales cycles: Understand and map content to decision cycles, present in an intuitive/timely manner.Transform any web asset into a lead generation engine
http://www.safeguardcorporation.com‘Quick Info Access’ orange button
Type 1 – New to Digital, or Basic Online Presence (like a brochure style site)
Situation Analysis: Organizations are employing a variety of digital sales and marketing tactics, tools, channels, assets and practices to generate awareness and traffic to their online web presence. The percentage of that traffic converted to contacts, prospects, leads and actual business is unacceptably low – enter ConversionMagnetWhy is Digital based Business Generation so Poor? Disconnected digital strategy, not aligning with company mission and sales/marketing objectives.Prospects no longer wish to talk to sales until they are 60-70% down the decision cycle.Sites not engaging prospects/leads at all stages of the ‘aida’ sales cycle, equaling opportunity loss of 70-80%. ‘Leaky’ web sites have poor/random access to content, calls-to-action and next steps, missing many engagements‘Contact Us’ form and ‘Call Us’ are the engagement mechanisms, only targeting the bottom of the funnelWhat is Needed?A strong strategy that aligns ‘aida’ tactics with target markets, company mission & sales/marketing goals Coordinated and synchronized traffic generation + engagement/conversion solution.Ability to capture prospects/leads at any stage of the sales funnel, not just at ‘action’ stageAbility to automatically nurture, qualify and convert leads to sales for high percentage closesAutomation of process to minimize lost leads and maximize engagement throughout funnelConversionMagnetis a fully customizable digital ‘piggyback’ solution that transforms a ‘brochure’ style website into an ‘Engagement, Qualification and Conversion’ engine, which results in the generation of significantly more credible and actionable leads for sales closure, as well as the warming and nurturing of leads that do not initially close.
Limited Calls to Action which are hard to findFor example: workshops, free consultations, downloadable content, free trial, events/webinars, newsletters, referral, feedback, current promotions, etc. Reliance on “Contact Us form” Auto-responders are Anti-relationship Site Maps are Inefficient Overall Poor Website Visitor Experience Growing Demand for More Privacy on the Internet – “DO NOT TRACK”