20? tips to improve your web marketing for  Cambridge branch of CIM, 10 th  July, 2008 Dave Chaffey www.davechaffey.com/pr...
About Dave Chaffey guru  ‘ a religious leader or teacher in the Hindu or Sikh religion or, more generally, a person who is...
How long do you have to engage  a site visitor? <ul><li>50 milliseconds  </li></ul><ul><li>2 seconds? </li></ul><ul><li>7 ...
2008 : Top 20 web design tips GA, Bounce rates 2. Analytics Cialdini, GCO  4. Persuasion GWT, SEOMoz, GT 5. SEO AB, MVT  3...
Case study - <ul><li>One of the UK’s leading nationwide laser eye surgery clinics treating over 100,000 UK patients </li><...
1. Strategy
How do you measure website marketing success? Chaffey et al.,  Internet Marketing , 3rd Edition © Pearson Education Limite...
Tip #1 - Defining your OVP <ul><li>Core brand proposition = Marketing Mix: </li></ul><ul><ul><li>Who you are </li></ul></u...
Does your message stand out? http://www.useit.com/alertbox/banner-blindness.html
Examples of Nielsen’s tests
What do you notice? Source: Etre ( www.etre.com )
Amazon exploits top-left, top-right Source: Etre ( www.etre.com )
Ultralase home page  Outcomes + OVP Run-of-Site Signup Customer-centric copy Questions answered
Tip #2 answer the visitors questions Ad Interstitial landing page  Standard landing landing page
Tip #3 Use run-of-site Sign-up and OVP messages OVP = Online Value Proposition
Tip #4 – target using personas <ul><li>For each persona, assess  preferences  for: </li></ul><ul><li>Platforms  (web, emai...
Analytics
 
Tip #5. Reduce your bounce rate <ul><li>“ Percentage of visitors who enter the site and  who then  immediately exit ”  </l...
Tip #6 - tune your  www.google.com /analytics  setup <ul><li>1. Define conversion goals (including value) & funnels </li><...
Findability
Tip #7 - Use Scent trails Do you have the right scent? Tip:  Use customer-centric language, Especially in nav labels and p...
Tip #8 AB Test Which is best?  -  ‘Clean’ or ‘Cluttered’
Tip #9 Use Multivariate testing?
Tip #10 TIMITI = Flexible web layouts
Tip #11 Use secondary navigation to highlight next steps
Persuasion See:  http://en.wikipedia.org/wiki/Robert_Cialdini   <ul><li>Credibility +  </li></ul><ul><li>6 “weapons of inf...
Persuasion principle 1: Credibility <ul><li>1.  Presumed   General assumptions in the mind of the perceiver </li></ul><ul>...
2.  Reciprocity <ul><li>Tip #13 </li></ul><ul><li>Offer valuable, exclusive content or offers and your audience will remem...
4. Commitment and consistency <ul><ul><li>“ Get  </li></ul></ul><ul><ul><li>initial commitment” </li></ul></ul><ul><ul><li...
Apply RF(M) analysis Loyalty (Number of Visits) Recency (Date of Last Visit) 88% of  “ Loyal Stars” Use the forum “ Fresh”...
5. Consensus and social proof <ul><li>Tip #15 </li></ul><ul><li>Use independent accreditation </li></ul><ul><li>Your audie...
Social media can help  with conversion and SEO www.addthis.com
6. Affinity (liking) People  are persuaded by other people they like
 
5. Authority <ul><ul><li>Show off </li></ul></ul><ul><ul><li>your </li></ul></ul><ul><ul><li>Authority, </li></ul></ul><ul...
 
7. Scarcity Loss is more powerful than gain Show site visitors what they could miss
Tip #14 Webify your copy <ul><li>The most common online copywriting mistakes </li></ul><ul><li>Copy not customer-centric (...
Search Engine Optimisation (SEO)
Tip #16  Controlling your messaging in the search results page Paid listings -   Pay Per Click (PPC) Natural or organic li...
Controlling messaging through document meta data Google SERPS Visible  page .HTML Source “ View Source” <meta  name> descr...
Practical tip To evaluate use search syntax: site:domain.com + <keyphrase>
Tip #17 Analyse target keyphrases Source: OneStat.com Tip: Use the Google keyword tool to inform copywriting: https:// adw...
Which SEO ranking factors should I focus on? <ul><li>On page: </li></ul><ul><ul><li>1. <title> tag = 4.9/5 </li></ul></ul>...
Tip #18 Use footer links and  primary nav for SEO Current accounts page Home page Tip: Ensure primary and secondary  Navig...
Tip #19 Create link-bait?
Are you using Google Webmaster tools? <ul><li>Reasons for using and distributing diagnosis: </li></ul><ul><ul><li>Crawl er...
So… is your site successful? Tip #20 – Answer the 4 key customer questions Are you answering these questions through Psyma...
Thank you! <ul><li>Download this presentation from: </li></ul><ul><ul><li>www.davechaffey.com /presentations </li></ul></u...
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  • 2008 Dave Chaffey Digital Marketing Cim Cambridge 1215636221993520 8

    1. 1. 20? tips to improve your web marketing for Cambridge branch of CIM, 10 th July, 2008 Dave Chaffey www.davechaffey.com/presentations
    2. 2. About Dave Chaffey guru ‘ a religious leader or teacher in the Hindu or Sikh religion or, more generally, a person who is respected for their knowledge of a particular subject and who gives advice ’ Clients include 3M, BP, CIPD, Euroffice, HSBC, IDM, Intel, Siebel and Tektronix. Analyst at www.e-consultancy.com . E-marketing consultant at www.cScape.com . E-marketing trainer and consultant <ul><li>Cranfield School of Management E-commerce </li></ul><ul><li>Leeds University Business School </li></ul><ul><li>Warwick (E-business) 2 </li></ul><ul><li>Previously Birmingham, Derby </li></ul>Visiting lecturer at leading UK business schools <ul><li>E-marketing Excellence, Internet Marketing </li></ul><ul><li>E-business and e-commerce Mgt </li></ul><ul><li>Total E-mail Marketing </li></ul>Author of 6 best-selling business books Recognised by the CIM in 2004 as one of 50 people who have ‘shaped the future of marketing’ and by DTI in 2005 as a key contributor to the development of UK E-commerce in the last 10 years An e-marketing “guru”! www.davechaffey.com
    3. 3. How long do you have to engage a site visitor? <ul><li>50 milliseconds </li></ul><ul><li>2 seconds? </li></ul><ul><li>7 seconds? </li></ul>Source: www.clickdensity.com
    4. 4. 2008 : Top 20 web design tips GA, Bounce rates 2. Analytics Cialdini, GCO 4. Persuasion GWT, SEOMoz, GT 5. SEO AB, MVT 3. Findability OVP 1. Strategy Watch out for… Tips
    5. 5. Case study - <ul><li>One of the UK’s leading nationwide laser eye surgery clinics treating over 100,000 UK patients </li></ul><ul><li>One of the biggest advertisers on the UK Internet </li></ul>Web site Database Online adverts Consultation booking Consultation Treatment Awareness Brand favourability Purchase consideration Maintain share of voice Drive purchase intent Engage with brand personality Product reassurance Email
    6. 6. 1. Strategy
    7. 7. How do you measure website marketing success? Chaffey et al., Internet Marketing , 3rd Edition © Pearson Education Limited 2007
    8. 8. Tip #1 - Defining your OVP <ul><li>Core brand proposition = Marketing Mix: </li></ul><ul><ul><li>Who you are </li></ul></ul><ul><ul><li>What you do </li></ul></ul><ul><ul><li>Where you do it </li></ul></ul><ul><ul><li>What makes you different? </li></ul></ul><ul><li>OVP - Online Value Proposition </li></ul><ul><ul><li>Reinforces core brand proposition and credibility, but messaging shows: </li></ul></ul><ul><ul><li>Value that a site visitor get from your online brand or campaign that… </li></ul></ul><ul><ul><ul><li>They can’t get from you offline? </li></ul></ul></ul><ul><ul><ul><li>They can’t get from competitors? </li></ul></ul></ul><ul><ul><li>Communicate message forcefully: online and offline </li></ul></ul>
    9. 9. Does your message stand out? http://www.useit.com/alertbox/banner-blindness.html
    10. 10. Examples of Nielsen’s tests
    11. 11. What do you notice? Source: Etre ( www.etre.com )
    12. 12. Amazon exploits top-left, top-right Source: Etre ( www.etre.com )
    13. 13. Ultralase home page Outcomes + OVP Run-of-Site Signup Customer-centric copy Questions answered
    14. 14. Tip #2 answer the visitors questions Ad Interstitial landing page Standard landing landing page
    15. 15. Tip #3 Use run-of-site Sign-up and OVP messages OVP = Online Value Proposition
    16. 16. Tip #4 – target using personas <ul><li>For each persona, assess preferences for: </li></ul><ul><li>Platforms (web, email, mobile) </li></ul><ul><li>Platform usage (hours) </li></ul><ul><li>Content consumption: </li></ul><ul><li>General site types & </li></ul><ul><li>category-specific </li></ul><ul><li>Social media - content </li></ul><ul><li>creation & participation </li></ul><ul><li>Search behaviour </li></ul><ul><li>Trusted brands </li></ul>
    17. 17. Analytics
    18. 19. Tip #5. Reduce your bounce rate <ul><li>“ Percentage of visitors who enter the site and who then immediately exit ” </li></ul><ul><li>Should benchmark for different: </li></ul><ul><ul><li>1. Digital channels (Search, ads, direct, email) </li></ul></ul><ul><ul><li>2. Different sites, placements or search terms </li></ul></ul><ul><ul><li>3. Creative </li></ul></ul><ul><ul><li>4. Different landing pages </li></ul></ul>20% = Great 40% = OK 60% = Spam
    19. 20. Tip #6 - tune your www.google.com /analytics setup <ul><li>1. Define conversion goals (including value) & funnels </li></ul><ul><li>2. Define unique pages (e.g. remove Session IDs from URLs) </li></ul><ul><li>3. Setup filters (e.g. new visitors only, paid search, campaigns) </li></ul><ul><li>4. Put campaign tracking tags in place </li></ul>http://www.epikone.com/landing_page.php?utm_campaign=fall-sale &utm_medium=banner &utm_source=boston.com&utm_content=text-only The search term purchased (if you’re buying keywords). This is not always used and is NOT included in the above example. utm_term The version of the ad (used for A/B testing). You can identify two versions of the same ad using this variable. utm_content Who are you partnering with to push your message. A publisher, or for paid search Google, Yahoo, Live Search, utm_source Media channel (i.e. email, banner, CPC, etc). What is the ‘distribution method’ that is used to get our message out to our clients? utm_medium The name of the marketing campaign, e.g. Spring Campaign. utm_campaign Meaning Variable
    20. 21. Findability
    21. 22. Tip #7 - Use Scent trails Do you have the right scent? Tip: Use customer-centric language, Especially in nav labels and page headings
    22. 23. Tip #8 AB Test Which is best? - ‘Clean’ or ‘Cluttered’
    23. 24. Tip #9 Use Multivariate testing?
    24. 25. Tip #10 TIMITI = Flexible web layouts
    25. 26. Tip #11 Use secondary navigation to highlight next steps
    26. 27. Persuasion See: http://en.wikipedia.org/wiki/Robert_Cialdini <ul><li>Credibility + </li></ul><ul><li>6 “weapons of influence” </li></ul><ul><li>Reciprocity </li></ul><ul><li>Commitment and consistency </li></ul><ul><li>Consensus </li></ul><ul><li>Affinity (Liking & credibility) </li></ul><ul><li>Authority </li></ul><ul><li>Scarcity </li></ul>
    27. 28. Persuasion principle 1: Credibility <ul><li>1. Presumed General assumptions in the mind of the perceiver </li></ul><ul><li>2. Surface Simple inspection or initial first-hand experience </li></ul><ul><li>3. Reputed Third party endorsements, reports or referrals (Tip #12) </li></ul><ul><li>4. Earned First hand experience that extends over time </li></ul>www.euroffice.co.uk
    28. 29. 2. Reciprocity <ul><li>Tip #13 </li></ul><ul><li>Offer valuable, exclusive content or offers and your audience will remember you and be indebted to you. </li></ul>
    29. 30. 4. Commitment and consistency <ul><ul><li>“ Get </li></ul></ul><ul><ul><li>initial commitment” </li></ul></ul><ul><ul><li>“ Set their alarm clock”: </li></ul></ul><ul><ul><li>Tip #14 </li></ul></ul><ul><ul><li>Provide reasons </li></ul></ul><ul><ul><li>to </li></ul></ul><ul><ul><li>Regularly </li></ul></ul><ul><ul><li>Return </li></ul></ul>Q. How can you highlight reasons to return to the site (which labels)?
    30. 31. Apply RF(M) analysis Loyalty (Number of Visits) Recency (Date of Last Visit) 88% of “ Loyal Stars” Use the forum “ Fresh” (Been in last 3 weeks) “ Rotten” (> 3 months old) “ Stale” (3 weeks – 3 months) “ Regulars” (2-5 times) “ Loyal” (More than 5 visits) “ Tried It” (Once or Twice) Proportion using community tools
    31. 32. 5. Consensus and social proof <ul><li>Tip #15 </li></ul><ul><li>Use independent accreditation </li></ul><ul><li>Your audience will believe others more than they believe you! </li></ul>
    32. 33. Social media can help with conversion and SEO www.addthis.com
    33. 34. 6. Affinity (liking) People are persuaded by other people they like
    34. 36. 5. Authority <ul><ul><li>Show off </li></ul></ul><ul><ul><li>your </li></ul></ul><ul><ul><li>Authority, </li></ul></ul><ul><ul><li>Expertise </li></ul></ul><ul><ul><li>and </li></ul></ul><ul><ul><li>Status </li></ul></ul>
    35. 38. 7. Scarcity Loss is more powerful than gain Show site visitors what they could miss
    36. 39. Tip #14 Webify your copy <ul><li>The most common online copywriting mistakes </li></ul><ul><li>Copy not customer-centric (Use the “You Test”) </li></ul><ul><li>Not appealing to diverse audiences </li></ul><ul><li>Not highlighting your unique benefits </li></ul><ul><li>Making copy too long </li></ul><ul><li>Not chunking copy </li></ul><ul><li>Not engaging at start of para </li></ul><ul><li>Not using sub-heads </li></ul><ul><li>Not highlighting related content </li></ul><ul><li>Not integrating hyperlinks </li></ul><ul><li>Hyperlinks at start, middle and end </li></ul>
    37. 40. Search Engine Optimisation (SEO)
    38. 41. Tip #16 Controlling your messaging in the search results page Paid listings - Pay Per Click (PPC) Natural or organic listings - Search engine optimisation (SEO) <title> </title> tags <meta name=“description = > tags Or Snippets from page Or www.dmoz.org
    39. 42. Controlling messaging through document meta data Google SERPS Visible page .HTML Source “ View Source” <meta name> description tag + snippet <title> tag 3 1 2 4 5 - <h1><h2>
    40. 43. Practical tip To evaluate use search syntax: site:domain.com + <keyphrase>
    41. 44. Tip #17 Analyse target keyphrases Source: OneStat.com Tip: Use the Google keyword tool to inform copywriting: https:// adwords.google.com/select/KeywordToolExternal
    42. 45. Which SEO ranking factors should I focus on? <ul><li>On page: </li></ul><ul><ul><li>1. <title> tag = 4.9/5 </li></ul></ul><ul><ul><li>2. Meta name description = 2/5 </li></ul></ul><ul><ul><li>3. Meta name keywords = 1/5 </li></ul></ul><ul><ul><li>4. Keyword frequency and density = 3.7/5 </li></ul></ul><ul><ul><li>5. Keyword in headings = <h1> = 3.1, <h2> = 2.8 </li></ul></ul><ul><ul><li>6. Keyword in document name = 2.8 </li></ul></ul><ul><li>Off-page </li></ul><ul><ul><li>More backlinks (higher PageRank)= 4/5 </li></ul></ul><ul><ul><li>Page assessed as a hub = 3.5/5 </li></ul></ul><ul><ul><li>Page assessed as an authority = 3.5/5 </li></ul></ul><ul><ul><li>Link anchor text contains keyword = 4.4/5 </li></ul></ul><ul><ul><li>Link velocity (rate at which changes) = 3.5/5 </li></ul></ul>See http://www.seomoz.org/article/search-ranking-factors
    43. 46. Tip #18 Use footer links and primary nav for SEO Current accounts page Home page Tip: Ensure primary and secondary Navigation labels include keyphrases within anchor text
    44. 47. Tip #19 Create link-bait?
    45. 48. Are you using Google Webmaster tools? <ul><li>Reasons for using and distributing diagnosis: </li></ul><ul><ul><li>Crawl errors </li></ul></ul><ul><ul><li>Search query performance </li></ul></ul><ul><ul><li>Internal and external link reports </li></ul></ul>Practical Tip : Essential to use: relevant anchor text for linking pages within copy
    46. 49. So… is your site successful? Tip #20 – Answer the 4 key customer questions Are you answering these questions through Psyma?  How satisfied are my visitors?  What are my visitors at my website to do?  Are they completing what they set out to do?  If not, why not?  If yes, what did they like best about the online experience? Is the content what you want?   Can you interact as you want?   Will you make repeat visits?  Are your needs anticipated  Can you locate what you are looking for? 
    47. 50. Thank you! <ul><li>Download this presentation from: </li></ul><ul><ul><li>www.davechaffey.com /presentations </li></ul></ul><ul><li>Any questions, do e-mail me: </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><li>Subscribe to my E-marketing Essentials, monthly briefing on what‘s new in E-marketing </li></ul><ul><ul><li>www.davechaffey.com </li></ul></ul>
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