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Conversion vs. Conversation
                      Using data to plan your digital channels




29.02.12
Peter McCormack
I am a Planner
I am a Planner
Marketing + Tech
I am a Planner
Marketing + Tech
Data + Experience
Acquire   Convert   Retain

          Data
Acquire      Convert            Retain
          Selling hotel rooms




 £10           £40                  3
  CPA           Per Booking     Repeat Visits
Acquire       Convert           Retain
          Optimise Using Data

 £9            £45                  4
 £10           £40                  3
  CPA           Per Booking     Repeat Visits
Acquire       Convert             Retain
          Optimise Using Data



Display      FB Pages           FB & Twitter
Social media addiction
Fear of the truth
Perspective
What do these guys do?



 Jeff   Emmanuel    Blood
                   Sucking
                   Vampire
What is a Social Media Guru ?
Social Media Guru: A term used to assign imaginary expertise in a
nascent communications field to an individual with little to no real world
business experience and the professional integrity of a bowl of banana
pudding.

A social media guru is a delusion wrapped in illusion.

A social media guru is a marketing parasite that figured out how
to monetize the cluelessness of business owners.
You don’t sell more with...
Brand amplification rate
Applause rate
[insert fantastical metric]
Please don’t listen to them
How do you sell more bread?
You take bread social obviously...
I stole my boyfriends cheese and pickle
sandwich. I lied and said that a really
big seagull swooped down and ate it
I told my mum to explain to my friend
on the phone that I wasn’t at home but
really I was eating a bacon sandwich
£11m campaign
“The new creatives, not only represent one of
Kingsmill’s largest ever investments, they also reflect
our understanding of the modern day family.”
Michael Harris, Kingsmill marketing controller


Less than 20 videos uploaded in the first 6 months
192 confessions on the website
Kingsmill is the most high calorie bread
ever 50/50 240 per slice! What a joke!
Kimberlyhunterx K ♥
We help clients sell stuff
We help clients sell stuff
Social media is yet to
prove it can drive
significant sales
Display
Advertising
0.09% CTR
Post
Impression
Tracking
For every 100 orders
97% were attributed to post impression tracking
3% were attributed to post click tracking
Good Old Fashioned New Media™
Success = Data + Creative
Planning process                                         Planning outputs
Customer Engagement                                       Digital Roadmap

 – Interviews                                             1, 3, 5 years
 – Research
 – Feedback
                                                                     Functional Specification
                                                                          Website (P1)
Employee Engagement

 – Interviews                                             Channel & Data Plan
 – Requirements gathering




                                   Single User Journey
 – Ideas & inspiration                                     Digital and offline integration, reporting


Marketing & Business Engagement                           Technical Blueprint

 – KPI & objective setting                                 Integration, wCMS and digital platform
 – Brand & marketing integration
 – Roadmap                                                SEO Strategy
                                                           Keyword, content and link building
Technology Engagement

 – Platform modelling                                     Programme Plan
 – Integration planning
 – wCMS planning & evaluation                              Projects, risk log, project board, budgets
Acquisition
    Email



                                                                                                              No
   Display
                                                                                              Yes
                                                                                Retention              Did They Buy?

                                                                Defined
  Affiliates                                                    Landing
                                                                Pages


 Paid Search
                           Mobile
                              v
                           Desktop

    Social                                                                        Step 1      Step 2        Step 3

                                                                                        Funnel Optimisation
                                                                                           (A/B & MVT)
                                                                Undefined
    Offline                                                     Landing
                                                                Pages


Natural Search
                      Device Optimisation         Landing Page Optimisation
                                                        (A/B & MVT)




                                            Data & Reporting
Channel Performance         Click Stream                           Conversion                       Retention & Revenue
Email
I love email
1:1
You said you like my product

 I’ll email you about a new product

    I’ll know if you check the site

 I’ll then try and drive a conversion

If you don’t buy I can email you again
I’ll send messages about everything

      If you do click I don’t know

 I don’t know if you bought it from me

I’ll then send you some more messages
Email is not dying
Everyone with a job has
   an email address
VIRGIN ACTIVE HEALTH CLUBS
Sell more memberships...
The data couldn’t lie...
High ranking for brand terms
Paying too much for PPC brand terms

Traffic was above average for a legacy site
High bounce rate on all landing pages

Strong membership base
No digital brand loyalty
The data shaped the new site...
Great content focused on a competitive keyword strategy
Reduced the PPC burden

Dynamic digital platform that is device and user aware
Increased the onsite conversion rate

Membership services and applications
Digital brand activists
Acquire                     Convert              Retain
                   Selling health club memberships




37%                          11%                 65%
Page impressions             Onsite conversion       Repeat Visits
Acquire                                Convert                                   Retain
                     Selling health club memberships


  SEO optimised content                     Personalisation                     Automated event triggers

Dynamic, personalised email         Dynamic content and journeys               Dynamic, personalised email

     Blogger outreach              Keyword specific landing pages              Email lifecycle management


                              Sitecore, Web Content Management System (wCMS)
Keep more members...
@petermccormack




The Battleship Building, 179 Harrow Road, London, W2 6NB
+44 (0)20 7631 1122
www.mccormackmorrison.com

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Data & Marketing Analytics Theatre; Less communication is more conversation

  • 1. Conversion vs. Conversation Using data to plan your digital channels 29.02.12 Peter McCormack
  • 2. I am a Planner
  • 3. I am a Planner Marketing + Tech
  • 4. I am a Planner Marketing + Tech Data + Experience
  • 5.
  • 6. Acquire Convert Retain Data
  • 7. Acquire Convert Retain Selling hotel rooms £10 £40 3 CPA Per Booking Repeat Visits
  • 8. Acquire Convert Retain Optimise Using Data £9 £45 4 £10 £40 3 CPA Per Booking Repeat Visits
  • 9. Acquire Convert Retain Optimise Using Data Display FB Pages FB & Twitter
  • 11. Fear of the truth
  • 13. What do these guys do? Jeff Emmanuel Blood Sucking Vampire
  • 14. What is a Social Media Guru ? Social Media Guru: A term used to assign imaginary expertise in a nascent communications field to an individual with little to no real world business experience and the professional integrity of a bowl of banana pudding. A social media guru is a delusion wrapped in illusion. A social media guru is a marketing parasite that figured out how to monetize the cluelessness of business owners.
  • 15. You don’t sell more with... Brand amplification rate Applause rate [insert fantastical metric]
  • 17.
  • 18. How do you sell more bread? You take bread social obviously...
  • 19.
  • 20. I stole my boyfriends cheese and pickle sandwich. I lied and said that a really big seagull swooped down and ate it
  • 21. I told my mum to explain to my friend on the phone that I wasn’t at home but really I was eating a bacon sandwich
  • 22. £11m campaign “The new creatives, not only represent one of Kingsmill’s largest ever investments, they also reflect our understanding of the modern day family.” Michael Harris, Kingsmill marketing controller Less than 20 videos uploaded in the first 6 months 192 confessions on the website
  • 23. Kingsmill is the most high calorie bread ever 50/50 240 per slice! What a joke! Kimberlyhunterx K ♥
  • 24.
  • 25. We help clients sell stuff
  • 26. We help clients sell stuff Social media is yet to prove it can drive significant sales
  • 28.
  • 29.
  • 32. For every 100 orders 97% were attributed to post impression tracking 3% were attributed to post click tracking
  • 33.
  • 34. Good Old Fashioned New Media™
  • 35. Success = Data + Creative
  • 36. Planning process Planning outputs Customer Engagement Digital Roadmap – Interviews 1, 3, 5 years – Research – Feedback Functional Specification Website (P1) Employee Engagement – Interviews Channel & Data Plan – Requirements gathering Single User Journey – Ideas & inspiration Digital and offline integration, reporting Marketing & Business Engagement Technical Blueprint – KPI & objective setting Integration, wCMS and digital platform – Brand & marketing integration – Roadmap SEO Strategy Keyword, content and link building Technology Engagement – Platform modelling Programme Plan – Integration planning – wCMS planning & evaluation Projects, risk log, project board, budgets
  • 37. Acquisition Email No Display Yes Retention Did They Buy? Defined Affiliates Landing Pages Paid Search Mobile v Desktop Social Step 1 Step 2 Step 3 Funnel Optimisation (A/B & MVT) Undefined Offline Landing Pages Natural Search Device Optimisation Landing Page Optimisation (A/B & MVT) Data & Reporting Channel Performance Click Stream Conversion Retention & Revenue
  • 38. Email
  • 39.
  • 40.
  • 42. 1:1
  • 43. You said you like my product I’ll email you about a new product I’ll know if you check the site I’ll then try and drive a conversion If you don’t buy I can email you again
  • 44. I’ll send messages about everything If you do click I don’t know I don’t know if you bought it from me I’ll then send you some more messages
  • 45.
  • 46.
  • 47. Email is not dying Everyone with a job has an email address
  • 50. The data couldn’t lie... High ranking for brand terms Paying too much for PPC brand terms Traffic was above average for a legacy site High bounce rate on all landing pages Strong membership base No digital brand loyalty
  • 51. The data shaped the new site... Great content focused on a competitive keyword strategy Reduced the PPC burden Dynamic digital platform that is device and user aware Increased the onsite conversion rate Membership services and applications Digital brand activists
  • 52. Acquire Convert Retain Selling health club memberships 37% 11% 65% Page impressions Onsite conversion Repeat Visits
  • 53. Acquire Convert Retain Selling health club memberships SEO optimised content Personalisation Automated event triggers Dynamic, personalised email Dynamic content and journeys Dynamic, personalised email Blogger outreach Keyword specific landing pages Email lifecycle management Sitecore, Web Content Management System (wCMS)
  • 55. @petermccormack The Battleship Building, 179 Harrow Road, London, W2 6NB +44 (0)20 7631 1122 www.mccormackmorrison.com