Business Analytics: Keep the Customer in Mind | WAW | Jim D'Orazion


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JD discusses business analytics, and the fact that it is not the end-all-be-all. He stresses the importance of taking a step back and making decisions with your end customer in mind.

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Business Analytics: Keep the Customer in Mind | WAW | Jim D'Orazion

  1. 1. Jim D’Orazio @jimdorazio
  2. 2. 1. Put some context around the discussion about web analytics and to discuss how it fits into your marketing strategy. 2. Get some feedback about how I’m preparing students for careers in digital marketing. Be honest. 3. Thank Jenni. 4. Thank Fathom.
  3. 3.  Data analytics is just one of many tools.  Those tools are used to “build” effective strategies and to implement efficient tactics that allow businesses achieve their business goals.  Key to success? Find the right combination of tools needed to build a successful marketing strategy.  Marketers herd mentality.  The carpenter’s nail gun.
  4. 4.  The Marketing Concept: Achieve organizational goals by fulfilling the wants and needs of customers.  Position the brand to differentiate and to create a sustainable competitive advantage.  Create, communicate and deliver value. And value is defined by the customer.  We want customers to think, feel and act a certain way. How can analytics help us meet these responsibilities?
  5. 5.  Understand the business goals for your organization.  Design marketing strategies that help achieve those goals.  Your marketing programs have to be measurable and in ways that make sense to the C suite. (To justify your budget, your effectiveness and your worth.)  Social media engagement is up 3%. Engaged customers spend 10% more than those not engaged.
  6. 6.  Macro-conversions = the big win. Difficult to measure impact of any single program or tactic.  Attribution models need to be built but we’re not ready.  Micro-conversions = small steps taken towards successful outcomes.  Charting the road map customers/prospects are taking. That path is defined and followed by your customers.  Understand your customer and how they think, how they feel and how they act.  Map the consumer decision making process.
  7. 7.  It’s gone. Pushing prospects down a funnel like cattle through a chute is no longer a reality.  My big concern? We want data to tell us how to herd our clients.
  8. 8.  User Personas: ◦ What problem/challenge is the user facing? ◦ What are their goals? ◦ What platforms are they using? ◦ What questions are they asking? ◦ How do they make decisions? ◦ Most importantly how can you help?  This forces you to think of conversion points through the eyes of your customers and not define those points internally.  Use cases. Scenarios used for usability testing or wire framing also help you identify what info is needed by the customer and what actions/decisions they want/need to make.
  9. 9.  Establish a baseline. Trends matter.  Test. Not just tactics but also test the questions you ask.  Data is historical. Is it predictive? The only constant is change. In the organization. In the industry. In the macro-environment.  Data driven vs. data influenced.