Digital Metrics             By: Rosalina Lin-Allen           Director, Digital Strategy           Tel.416-364-1455 x271   ...
ABOUT ME         LANDSCAPE OVERVIEWAGENDA         BEST PRACTICE         FUTURE OF DIGITAL & METRICSPage 2
Who is Rosalina?    DIGITAL EVANGELIST   PROUD MOM OF TWOPage 3
About Delvinia         Digital Strategy          & Customer           Experience             Design                       ...
LANDSCAPE OVERVIEWPage 5
Owned                        Media                       (e.g. website, apps,                          e-newsletters)     ...
Owned MediaCompany Web Site              Mobile App            Campaign Micro-site            E-newsletter ProgramPage 7
Typical Email Program Measurement+   Open Rate+   Click Through Rate+   Forward Mail Rate-   Bounce Rate-   Unsubscribe Ra...
Typical Website Measurement • Page Views • Visits • Pages/Visit • Ave. Time Spent on Site • Unique Visitors • Bounce Rate ...
Techniques for Measurement Quantitative • Ratings • Customer Satisfaction Survey Qualitative • Usability Test    • One-on-...
Mobile AppEBay Website        WireframesPage 11
Convergence of the Real & Virtual Worlds   Digital Concierge   E-commerce at Your Store
Paid MediaSearch Engine Marketing                          Display Ads  Page 13
Geo-Targeted Mobile AdsPage 14
Typical Paid Media Measurement                             Paid Media Landscape                       AggregatorImpression...
Earned MediaRatings, Reviews & Forwarded E-Mail   Social Network   Page 16
Social Operates in Near Real-Time Page 17
Typical Social Media Measurement•   Likes (e.g. Facebook)•   Followings (e.g. Twitter)•   Views (e.g. YouTube)•   Comments...
BEST PRACTICEPage 19
Best PracticeFinancially focused, integrated viewbased on the customer journey:1. Understand the customer journey2. Align ...
1. Understand the Customer Journey                                     Ratings                                        &   ...
2. Align Digital Touch Points with Customer Journey Page 22
2. Align Digital Touch Points with Customer JourneyA. ‘Build & Price’                                                     ...
3. Define Metrics Against the JourneyShopping for a Car: Engagement Step                Objectives                        ...
4. Track Against the JourneyPage 25
Financially Focused, Integrated ViewCategory             Tactic          Investment         Metrics        Conversion Rate...
Common Pitfalls                   Siloed views          Measuring the          wrong things          (e.g. lack clarity on...
FUTURE OF DIGITAL & METRICSPage 28
Digital hasshifted power dynamic      Consumers have access to information and choice                How do you change the...
BIG             Enables Organizations In Ways                                                             DATA      Consid...
Big Data = Real-time Decision Making                             Ushahidi: Crowdsourced Infectious                        ...
Let’s Make the World a Better Placeby Making Better Decisions Together           http://youtu.be/f-dfWLaDBPE
By: Rosalina Lin-Allen          Director, Digital Strategy          Delvinia          Tel.416-364-1455 x271          Email...
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Digital metrics 2012_slideshare

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Overview on measurement in the digital space, broken down by digital tactics, and with best practice on how to measure them in an integrated, customer-centric and financially focused ways.

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Digital metrics 2012_slideshare

  1. 1. Digital Metrics By: Rosalina Lin-Allen Director, Digital Strategy Tel.416-364-1455 x271 Email. rlinallen@delvinia.com www.twitter.com/rlinallen www.linkedin.com/rlinallenPage 1
  2. 2. ABOUT ME LANDSCAPE OVERVIEWAGENDA BEST PRACTICE FUTURE OF DIGITAL & METRICSPage 2
  3. 3. Who is Rosalina? DIGITAL EVANGELIST PROUD MOM OF TWOPage 3
  4. 4. About Delvinia Digital Strategy & Customer Experience Design CUSTOMER Consultancy.Page 4
  5. 5. LANDSCAPE OVERVIEWPage 5
  6. 6. Owned Media (e.g. website, apps, e-newsletters) Earned Paid Media Media (e.g. SEM , Display Ads) (e.g. PR, social media activities)Page 6
  7. 7. Owned MediaCompany Web Site Mobile App Campaign Micro-site E-newsletter ProgramPage 7
  8. 8. Typical Email Program Measurement+ Open Rate+ Click Through Rate+ Forward Mail Rate- Bounce Rate- Unsubscribe RatePage 8
  9. 9. Typical Website Measurement • Page Views • Visits • Pages/Visit • Ave. Time Spent on Site • Unique Visitors • Bounce Rate • New Visits • Referring Site • Geography … etc.Page 9
  10. 10. Techniques for Measurement Quantitative • Ratings • Customer Satisfaction Survey Qualitative • Usability Test • One-on-one interview • Eye tracking • A/B Split TestPage 10
  11. 11. Mobile AppEBay Website WireframesPage 11
  12. 12. Convergence of the Real & Virtual Worlds Digital Concierge E-commerce at Your Store
  13. 13. Paid MediaSearch Engine Marketing Display Ads Page 13
  14. 14. Geo-Targeted Mobile AdsPage 14
  15. 15. Typical Paid Media Measurement Paid Media Landscape AggregatorImpressions (CPM)Pay per Click (PPC) Independent n/a Fixed Price Auction BasedPage 15
  16. 16. Earned MediaRatings, Reviews & Forwarded E-Mail Social Network Page 16
  17. 17. Social Operates in Near Real-Time Page 17
  18. 18. Typical Social Media Measurement• Likes (e.g. Facebook)• Followings (e.g. Twitter)• Views (e.g. YouTube)• Comments & Mentions • Influence of the Commenters/Bloggers• SentimentsPage 18
  19. 19. BEST PRACTICEPage 19
  20. 20. Best PracticeFinancially focused, integrated viewbased on the customer journey:1. Understand the customer journey2. Align digital touch points with the AWARE customer journey ENGAGE3. Define metrics against the customer journey CONVERT4. Track against the customer journey ADVOCATERepeat!Page 20
  21. 21. 1. Understand the Customer Journey Ratings & Consult Reviews See Product/ Friends & Family Speak to Schedule Sales Person Test Drive Locate Dealer Purchase Experience Product Product Details & 3rd Compare Buy Party Online Sites Check Various Product Websites RESEARCH ENGAGE CONVERTPage 21
  22. 22. 2. Align Digital Touch Points with Customer Journey Page 22
  23. 23. 2. Align Digital Touch Points with Customer JourneyA. ‘Build & Price’ E. Dealer Locator B. Save Config G. Purchase D. Payment Estimator C. Compare Options F. Schedule a Test Drive Page 23
  24. 24. 3. Define Metrics Against the JourneyShopping for a Car: Engagement Step Objectives Key Performance (Call to Actions) Indicators Visits Build & Config Time Spent Get a Quote Visit/Unique Visitors to ‘Get a Quote’ ‘Get a Quote’ submission Visit/Unique Visitors to ‘Get a Quote’ Find a Dealer ‘Get a Quote’ submission Visit/Unique Visitors to ‘Test Drive’ Section Schedule Test Drive ‘Test Drive Scheduling’ submission
  25. 25. 4. Track Against the JourneyPage 25
  26. 26. Financially Focused, Integrated ViewCategory Tactic Investment Metrics Conversion Rate Click Thru’s/ Cost Per Lead (ave. mo.) Impressions/ Page Complete CTA Views/ Email Open Rate Display Ads $200,000 20,000,000 0.1% 20,000 $10 Mobile Ads $20,000 1,000,000 1.5% 15,000 $1 Awareness Paid Search $100,000 800,000 4% 32,000 $3 SEO $100,000 320,000 15% 48,000 $2 Social Media $100,000 200,000* 1% 2,000 $50 Build & Config 125,000 40% 50,000 $2 Price Estimator $80,000 167,000 56% 93,520 $0 Engage Dealer Locator 86,000 34% 29,240 $0 Email Followup $21,000 123,000 27% 33,210 $1 Total Investment $621,000 Actual Purchase Ave. Purchase Price Purchase Value Convert Purchase at Dealer n/a n/a 562 $47,000 $2,641,4000 Integrated At the end of the day, it’s all Multichannel View about the financialUsing a Funnel Approach indicators
  27. 27. Common Pitfalls Siloed views Measuring the wrong things (e.g. lack clarity on the customer journey) CUSTOMER Stopping here Action without clear objective or strategyPage 27
  28. 28. FUTURE OF DIGITAL & METRICSPage 28
  29. 29. Digital hasshifted power dynamic Consumers have access to information and choice How do you change the way you do business? What is the new role of each of your channel and device? Page 29
  30. 30. BIG Enables Organizations In Ways DATA Considered Beyond Your Reach In the Past. Every day, we create 2.5 quintillion bytes of data — so much that 90% of the data in the world today has been created in the last two years alone. (source: Harness the Power of Big Data: The IBM Big Data Platform )Page 30
  31. 31. Big Data = Real-time Decision Making Ushahidi: Crowdsourced Infectious Disease, Political Violence Tracking and more Page 31
  32. 32. Let’s Make the World a Better Placeby Making Better Decisions Together http://youtu.be/f-dfWLaDBPE
  33. 33. By: Rosalina Lin-Allen Director, Digital Strategy Delvinia Tel.416-364-1455 x271 Email. rlinallen@delvinia.com Twitter. www.twitter.com/rlinallen LinkedIn. www.linkedin.com/rlinallenPage 33

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