Presented by: Geoffrey Ramsey CEO & Co-Founder, eMarketer @geofframsey J U N E  3 0,  2 0 1 1 Secrets to Online Marketing ...
Believe in the Magic of  Engaging and Measuring
Can you identify with these two problems? <ul><li>Lack of adequate metrics and measurement systems to drive marketing perf...
$1 Trillion Total US Marketing (VSS, Myers, PwC, etc.) <ul><li>Internet as “Hub” </li></ul><ul><li>Consumer time & engagem...
MAGNAGLOBAL…..  15.6% Deutsche Bank…….  15.3% Barclays...................  15.2% Morgan Stanley…….  14.8% Citi……………..........
65%
Can you identify with these two fundamental problems? <ul><li>Lack of adequate metrics and measurement systems to drive ma...
Marketer’s view of performance measurement
“ The challenge is: ‘Prove to me that marketing works’… that the investments are paying back in both short- and long-term ...
The most commonly used metrics (CTR/time spent) cannot be used by themselves The industry has not come up with a common de...
 
Twitter: #eMwebinar @geofframsey Secret #2 gets at the problem of engagement with digital consumers
4.4% 43% of consumers say they  ignore or  disregard  banner ads more than any other type of ad. Source: AdweekMedia/Harri...
The classic interruption/disruption  model of advertising is waning… Buy  Now!
“ We need to create  experiences , not just sponsor content.” --Frank Cooper, CMO, Pepsi “ Marketers are focusing on creat...
 
The Magnetic Content approach turns targeting on its head.
 
 
 
 
Five Criteria for Magnetic Content <ul><li>Is the content  Unique ? </li></ul><ul><li>Is it  Useful ? </li></ul><ul><li>Is...
Is it Unique?
Is it Unique?
Is it Useful?
Is it Fun? Home sales of blenders up  700%  since the video series began!
Is it Well Executed?
Creative execution counts Twitter: #eMwebinar @geofframsey
Use “paid media” (e.g., display ads) to drive  consumers to your Magnetic Content
Click-Thru Rate Cost Per Lead Cost per Click View-Thrus Reach Interaction Rate Leads Frequency Impressions Share of Voice ...
Start with right measurement framework Perceptual & Behavioral  Outcomes Financial Outcomes Marketing Investment LINKAGE L...
 
<ul><ul><li>Qualified Reach, Visits </li></ul></ul><ul><ul><li>CTR </li></ul></ul><ul><ul><li>Brand perception Lift </li><...
Engagement Score aligned to the objectives of the content Recommend, referrals Profiles, Upload pictures Send to friend, S...
Applying Engagement Score to a Microsite Engagement Index Methodology 1  Point 1  Point 1  Point 1  Point 1  Point 2  Poin...
Engagement Score Advocate Recommendation, referral
Applying Magnetic Content and Performance Measurement to the Six Digital Channels
Sample Digital Channel: Social Media Social Media: Connections that Count
 
Affluent  (Dwell Strategy + Research, March, 2010)     78% Millennials 18 - 34    82% Teens 12 - 17    78%
 
Social media spending will continue to explode in 2011 10%  of total US online ad spend
Social media spending will continue to skyrocket in 2011 10% of total US online ad spend 33%  of display impressions* 17% ...
Four best practices for Magnetizing customers through social media: <ul><li>Leverage the secret ingredient:  Trust </li></...
How can you leverage trust through social media? <ul><li>Let your fans come  to your rescue </li></ul><ul><li>Allow for cu...
<ul><li>Learn how consumers talk about your brand, product or service category </li></ul><ul><ul><li>Notice what words and...
“ By listening carefully, we harness social media as an  early alert  system...so we can react quicker to issues.”  --Rich...
Add value to the conversation…
Censored Unique Useful Well executed Fun Great use of channel
Focus on Your Brand Enthusiasts:  Prospects Customers CORE Find  them   via Social Media Nurture  them carefully Empower  ...
<ul><li>Consumers Who “Like” or Follow a Brand: </li></ul><ul><li>Are more likely to buy  1, 3,   4 ………………….  51% </li></u...
% of marketers who say their      ability to measure ROI for     media channel is “good” Social media  19% Paid search  54...
If hard ROI metrics are difficult to track directly, consider a range of  softer  metrics that can be linked back to desir...
Applying our framework to social media Perceptual & Behavioral  Outcomes Financial Outcomes Marketing Investment LINKAGE L...
Identify the specific metrics that will be measured within each bucket I. Exposure <ul><li>Social Networks (Facebook/Myspa...
<ul><li>Brand Perception Lift (measured pre- and post, test vs. control) : </li></ul><ul><ul><li>Brand awareness </li></ul...
*Transcend individual social channels Efficiency Metrics of Cost per X :   Cost per fan/friend/follower/member Cost per co...
<ul><li>Identify and segment individuals in your target audience into two groups: those  Exposed  to social content and a ...
Once you have the right set of metrics, can you get to ROI? Access to a purchase is required Visibility into Purchase thro...
Calculating ROI for social media: VALUE for  Exposed Group VALUE for Control (not exposed) Group Fully Loaded Costs X 100%
ROI approach illustrated  with an example   Consumers Incremental  Sales Lift Incremental Revenue Cost ROI Value $1,480,44...
Key  Takeaways: <ul><li>Magnetic Content  is a complement to your traditional “paid media” efforts – it’s about attraction...
LivePerson Creating Customer Connection June 30, 2011
LivePerson – Enables Meaningful, Real Time Customer Connections
Deliver Timely, Relevant Content to Your Customers Secret #2 gets at the problem of engagement with digital consumers
Deliver Timely, Relevant Content to Your Customers
Create Your Own Virtual Social Media Monitoring Room…With Real Time Response
Create Your Own Virtual Social Media Monitoring Room…With Real Time Response Using predefined business rules, you can resp...
LivePerson can help you engage with your digital customers! Connect with us… www.liveperson.com www.facebook.com/LivePerso...
Secrets to Online Marketing Success Questions & Answers Registrants will receive an email tomorrow that includes a link to...
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eMarketer Webinar: Secrets to Online Marketing Success

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Please join us for this free webinar featuring eMarketer CEO Geoff Ramsey, co-author of the new book "Digital Impact: Two Secrets to Online Marketing Success," as he outlines creative approaches for engaging with consumers and shares proven techniques for measurement that work for every digital channel.

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  • The web is unique in its ability to brand AND act as a direct response vehicle that can even lead to direct sales. On the web, every computer terminal is a potential point of purchase. The question is: what are your objectives?
  • Exposure metrics relate to the short-term aspects of the campaign Strategic metrics capture the strategic, longer-term marketing objectives of customer and brand growth Financial metrics quantify the ROI, or financial outcomes of the marketing activity
  • Qualified reach involves some level of interaction or engagement on the part of the consumer. It captures some basic level of interest or intent.
  • Eventually, you could calculate Lifetime Value of a customer that comes in via Social Networks.
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  • Transcript of "eMarketer Webinar: Secrets to Online Marketing Success"

    1. 1. Presented by: Geoffrey Ramsey CEO & Co-Founder, eMarketer @geofframsey J U N E 3 0, 2 0 1 1 Secrets to Online Marketing Success Sponsored by: #eMwebinar
    2. 2. Believe in the Magic of Engaging and Measuring
    3. 3. Can you identify with these two problems? <ul><li>Lack of adequate metrics and measurement systems to drive marketing performance </li></ul><ul><li>Frustration with how to effectively engage online consumers, who have short attention spans, face abundant choices and are increasingly resistant to advertising messages </li></ul>Twitter: #eMwebinar @geofframsey
    4. 4. $1 Trillion Total US Marketing (VSS, Myers, PwC, etc.) <ul><li>Internet as “Hub” </li></ul><ul><li>Consumer time & engagement </li></ul><ul><li>Huge purchase influence </li></ul><ul><li>Media measurement “hook” </li></ul><ul><li>= 20% of total media in 2011 </li></ul>$368 Billion Advertising & Marketing (Outsell) $157 Billion Traditional & Digital Advertising (eMarketer) $31 B Digital (eMarketer)
    5. 5. MAGNAGLOBAL….. 15.6% Deutsche Bank……. 15.3% Barclays................... 15.2% Morgan Stanley……. 14.8% Citi…………….......... 14.6% Winterberry Group…. 14.0% WARC…..….. ………. 13.7% Caris & Co.…………. 13.3% GroupM……………... 13.0% ZenithOptimedia……. 12.6%
    6. 6. 65%
    7. 7. Can you identify with these two fundamental problems? <ul><li>Lack of adequate metrics and measurement systems to drive marketing performance </li></ul><ul><li>Frustration with how to effectively engage online consumers, who have short attention spans, face abundant choices and are increasingly resistant to ad messages </li></ul>Secret #1 is all about the need for Performance Measurement…
    8. 8. Marketer’s view of performance measurement
    9. 9. “ The challenge is: ‘Prove to me that marketing works’… that the investments are paying back in both short- and long-term deliverables.” --Bob Liodice, CEO, ANA
    10. 10. The most commonly used metrics (CTR/time spent) cannot be used by themselves The industry has not come up with a common definition of engagement that is aligned with business results and ROI. Performance measurement online : know the right metrics framework
    11. 12. Twitter: #eMwebinar @geofframsey Secret #2 gets at the problem of engagement with digital consumers
    12. 13. 4.4% 43% of consumers say they ignore or disregard banner ads more than any other type of ad. Source: AdweekMedia/Harris Poll, October 2010
    13. 14. The classic interruption/disruption model of advertising is waning… Buy Now!
    14. 15. “ We need to create experiences , not just sponsor content.” --Frank Cooper, CMO, Pepsi “ Marketers are focusing on creating Magnetic Content – so entertaining, relevant, informative or useful that it demands the consumer’s time and attention.”
    15. 17. The Magnetic Content approach turns targeting on its head.
    16. 22. Five Criteria for Magnetic Content <ul><li>Is the content Unique ? </li></ul><ul><li>Is it Useful ? </li></ul><ul><li>Is it Well Executed ? </li></ul><ul><li>Is it Fun ? </li></ul><ul><li>Does it make good use of the channel in which it appears? </li></ul>“ What can I do for you, the consumer, that is unique and valuable—i.e., truly worth your time and attention?”
    17. 23. Is it Unique?
    18. 24. Is it Unique?
    19. 25. Is it Useful?
    20. 26. Is it Fun? Home sales of blenders up 700% since the video series began!
    21. 27. Is it Well Executed?
    22. 28. Creative execution counts Twitter: #eMwebinar @geofframsey
    23. 29. Use “paid media” (e.g., display ads) to drive consumers to your Magnetic Content
    24. 30. Click-Thru Rate Cost Per Lead Cost per Click View-Thrus Reach Interaction Rate Leads Frequency Impressions Share of Voice Downloads Conversion Rate Comment Forward Return Visits Bounce Rate Time on Site Page Views Video Views Registration Rate Time on Page Page CTR Circular Paths Exit Rate Time on Page Page CTR Circular Paths Exit Rate Click-Thru Rate Cost Per Lead Cost per Click View-Thrus Reach Interaction Rate Leads Frequency Impressions Share of Voice Downloads Conversion Rate Comment Forward Return Visits Bounce Rate Time on Site Page Views Video Views Registration Rate How do we optimize traffic? Click-Thru Rate Cost Per Lead Cost per Click View-Thrus Reach Interaction Rate Leads Frequency Impressions Share of Voice Downloads Conversion Rate Comment Forward Return Visits Bounce Rate Time on Site Page Views Video Views Registration Rate Does the media drive high quality traffic? Time on Page Page CTR Circular Paths Exit Rate How do we improve our creative? Click-Thru Rate Cost Per Lead Cost per Click View-Thrus Reach Interaction Rate Leads Frequency Impressions Share of Voice Downloads Conversion Rate Comments Forward Return Visits Bounce Rate Time on Site Page Views Video Views Registration Rate Time on Page Page CTR Circular Paths Exit Rate Click-Thru Rate Cost Per Lead Cost per Click View-Thrus Reach Interaction Rate Leads Frequency Impressions Share of Voice Downloads Conversion Rate Comment Forward Return Visits Bounce Rate Time on Site Page Views Video Views Registration Rate Do we have the right site content? Time on Page Page CTR Circular Paths Exit Rate Click-Thru Rate Cost Per Lead Cost per Click View-Thrus Reach Interaction Rate Leads Frequency Impressions Share of Voice Downloads Conversion Rate Comment Forward Return Visits Bounce Rate Time on Site Page Views Video Views Registration Rate Is site navigation working as intended? Time on Page Page CTR Circular Paths Exit Rate Click-Thru Rate Cost Per Lead Cost per Click View-Thrus Reach Interaction Rate Leads Frequency Impressions Share of Voice Downloads Conversion Rate Comment Forward Return Visits Bounce Rate Time on Site Page Views Video Views Registration Rate Evaluating online ads Time on Page Page CTR Circular Paths Exit Rate Too many metrics… big challenge is deciding the right metric
    25. 31. Start with right measurement framework Perceptual & Behavioral Outcomes Financial Outcomes Marketing Investment LINKAGE LINKAGE LINKAGE Financial/business metrics used to quantify business performance Low level measures related to the performance of individual channels Higher level metrics that capture engagement, as well as brand health and changes in customer preference and perceptions Twitter: #eMwebinar @geofframsey
    26. 33. <ul><ul><li>Qualified Reach, Visits </li></ul></ul><ul><ul><li>CTR </li></ul></ul><ul><ul><li>Brand perception Lift </li></ul></ul><ul><ul><li>Engagement Score </li></ul></ul><ul><ul><li>End Action Rate (e.g., acquisition, redemption, trial, purchase, etc.) </li></ul></ul><ul><ul><li>Efficiency Metrics (Cost/X) </li></ul></ul><ul><ul><li>ROI </li></ul></ul>The 7 most important metrics to master I. Exposure Metrics II. Strategic Metrics III. Financial Metrics
    27. 34. Engagement Score aligned to the objectives of the content Recommend, referrals Profiles, Upload pictures Send to friend, Social media Signup, Email, Coupon, WTB Rate, Vote, Add comments Play videos, Demos Content, Pictures HIGHER VALUE LOWER VALUE Engagement Value Continuum Advocate ILLUSTRATIVE ENGAGEMENT
    28. 35. Applying Engagement Score to a Microsite Engagement Index Methodology 1 Point 1 Point 1 Point 1 Point 1 Point 2 Points 1 Point 2 Points 3 Points 3 Points 2 Points 3 Points 1 Point 2 Points 2 Points 1 Point 1 Point 2 Points Twitter: #eMwebinar @geofframsey
    29. 36. Engagement Score Advocate Recommendation, referral
    30. 37. Applying Magnetic Content and Performance Measurement to the Six Digital Channels
    31. 38. Sample Digital Channel: Social Media Social Media: Connections that Count
    32. 40. Affluent (Dwell Strategy + Research, March, 2010) 78% Millennials 18 - 34 82% Teens 12 - 17 78%
    33. 42. Social media spending will continue to explode in 2011 10% of total US online ad spend
    34. 43. Social media spending will continue to skyrocket in 2011 10% of total US online ad spend 33% of display impressions* 17% of display ad dollars** *comScore, 2011 **eMarketer, 2011 It ’ s less about buying social media, and more about how you can earn and own it! It ’ s all a matter of TRUST Consumers trust each other more than they do marketers
    35. 44. Four best practices for Magnetizing customers through social media: <ul><li>Leverage the secret ingredient: Trust </li></ul><ul><li>Listening leads to learning </li></ul><ul><li>Add Value to the conversation ( à la Magnetic Content!) </li></ul><ul><li>Focus on your Core Enthusiasts </li></ul>
    36. 45. How can you leverage trust through social media? <ul><li>Let your fans come to your rescue </li></ul><ul><li>Allow for customer ratings & reviews </li></ul>Transparency Trust =
    37. 46. <ul><li>Learn how consumers talk about your brand, product or service category </li></ul><ul><ul><li>Notice what words and language they use </li></ul></ul><ul><ul><li>Learn about their interests and intentions </li></ul></ul><ul><li>Discover real or perceived problems with your product or customer service </li></ul>Listening Leads to Learning
    38. 47. “ By listening carefully, we harness social media as an early alert system...so we can react quicker to issues.” --Richard Brinhammer, Dell “ Warning! Warning!”
    39. 48. Add value to the conversation…
    40. 49. Censored Unique Useful Well executed Fun Great use of channel
    41. 50. Focus on Your Brand Enthusiasts: Prospects Customers CORE Find them via Social Media Nurture them carefully Empower them to share
    42. 51. <ul><li>Consumers Who “Like” or Follow a Brand: </li></ul><ul><li>Are more likely to buy 1, 3, 4 …………………. 51% </li></ul><ul><li>Tend to spend more money 2 ……………….. $71 </li></ul><ul><li>Are more likely to recommend 1, 3, 4 ……..…. 60% </li></ul><ul><li>Are more likely to be loyal to the brand 3 …. 34% </li></ul><ul><li>Sources: 1) Chadwick Martin Bailey, Mar, 2010; 2) Syncapse, 2010; </li></ul><ul><li>3) ROI Research, June, 2011; 4) DDB Worldwide and OpionWay Research, Oct, 2010 </li></ul>
    43. 52. % of marketers who say their ability to measure ROI for media channel is “good” Social media 19% Paid search 54% N = 567 global marketers,2010 E-mail marketing (acq) 53% Online display 37% TV 21% Newsp/Mags 20%
    44. 53. If hard ROI metrics are difficult to track directly, consider a range of softer metrics that can be linked back to desired outcomes. # of Likes # of Twitter Followers Brand Sentiment Video Sharing # of Brand Searches “ Soft” Metrics (i.e., Measures of Engagement) <ul><li>“ Hard” ROI </li></ul><ul><li>Sales </li></ul><ul><li>Leads </li></ul><ul><li>Cost-per-sale </li></ul><ul><li>Profits </li></ul>
    45. 54. Applying our framework to social media Perceptual & Behavioral Outcomes Financial Outcomes Marketing Investment LINKAGE LINKAGE LINKAGE
    46. 55. Identify the specific metrics that will be measured within each bucket I. Exposure <ul><li>Social Networks (Facebook/Myspace): </li></ul><ul><ul><li>Number of fans/friends </li></ul></ul><ul><ul><li>Number of comments </li></ul></ul><ul><li>Twitter: </li></ul><ul><ul><li>Number of followers </li></ul></ul><ul><ul><li>Number of tweets </li></ul></ul><ul><ul><li>Number of re-tweets </li></ul></ul><ul><li>Videos/Photos (YouTube, Flickr): </li></ul><ul><ul><li>Number of views </li></ul></ul><ul><ul><li>Number of comments </li></ul></ul><ul><ul><li>Number of pass-alongs </li></ul></ul>
    47. 56. <ul><li>Brand Perception Lift (measured pre- and post, test vs. control) : </li></ul><ul><ul><li>Brand awareness </li></ul></ul><ul><ul><li>Brand attribute lift </li></ul></ul><ul><ul><li>Brand Favorability </li></ul></ul><ul><ul><li>Purchase intent </li></ul></ul><ul><li>Engagement Score : </li></ul><ul><ul><li>Based on actual behavior, it represents the degree of magnetism for your social content </li></ul></ul><ul><ul><li>Assign points (e.g., a status update or tweet will have a lower value than adding a new fan or follower) </li></ul></ul>II. Strategic
    48. 57. *Transcend individual social channels Efficiency Metrics of Cost per X : Cost per fan/friend/follower/member Cost per comment/tweet Cost per brand perception lift Cost per increase in purchase intent # of Qualified Leads Sales/Purchases ROI III. Financial*
    49. 58. <ul><li>Identify and segment individuals in your target audience into two groups: those Exposed to social content and a Control group (not exposed) </li></ul><ul><li>Compare outcomes (e.g., purchase history, intent to purchase, sign-ups for a demo) between the two groups by measuring the ‘lift’ </li></ul><ul><li>Calculate ROI for the initiative… </li></ul>Using consumer panels, design a ‘test & control’ (A/B) approach to compare outcomes for each metric
    50. 59. Once you have the right set of metrics, can you get to ROI? Access to a purchase is required Visibility into Purchase through: a) Self-reporting (surveys) b) Matching to transaction database c) Capturing online purchases
    51. 60. Calculating ROI for social media: VALUE for Exposed Group VALUE for Control (not exposed) Group Fully Loaded Costs X 100%
    52. 61. ROI approach illustrated with an example Consumers Incremental Sales Lift Incremental Revenue Cost ROI Value $1,480,449 6 to 1 77,753 $10,457,414 500,000 Profit $8,019,414 Primary goal Acquire new prescriptions Incremental sales from test sales data obtained from panel Approach Used panels for, incremental prescriptions Prescriptions X price Price X margin Loaded costs Profit/costs Unique visitors Viewing content
    53. 62. Key Takeaways: <ul><li>Magnetic Content is a complement to your traditional “paid media” efforts – it’s about attraction, not distraction </li></ul><ul><li>Performance Measurement is about selecting the right metrics from across the three categories of the metrics pyramid (Exposure, Strategic, Financial) </li></ul><ul><li>Follow the steps, guidelines and frameworks in the book to drive Digital Impact </li></ul>
    54. 63. LivePerson Creating Customer Connection June 30, 2011
    55. 64. LivePerson – Enables Meaningful, Real Time Customer Connections
    56. 65. Deliver Timely, Relevant Content to Your Customers Secret #2 gets at the problem of engagement with digital consumers
    57. 66. Deliver Timely, Relevant Content to Your Customers
    58. 67. Create Your Own Virtual Social Media Monitoring Room…With Real Time Response
    59. 68. Create Your Own Virtual Social Media Monitoring Room…With Real Time Response Using predefined business rules, you can respond with a Tweet of your own, inviting the customer to chat with a representative to resolve their issue in real-time: A customer shares feedback on Twitter:
    60. 69. LivePerson can help you engage with your digital customers! Connect with us… www.liveperson.com www.facebook.com/LivePersonInc @liveperson User: LivePersonCommunity
    61. 70. Secrets to Online Marketing Success Questions & Answers Registrants will receive an email tomorrow that includes a link to view the deck and webinar recording. For more discussion, please join us after the webinar on LinkedIn. Search for the eMarketer Group and click on Discussions. To learn about eMarketer Total Access please visit www.emarketer.com/products or contact us: (800) 405-0844 or [email_address] Digital Impact: The Two Secrets to Online Marketing Success – Now Available Twitter Hashtag: #eMwebinar Sponsored by : Presented by: Geoffrey Ramsey CEO & Co-Founder, eMarketer, Inc.
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