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Andraž Štalec
@andrazstalec
WHEN HARRY MET SALLY
MarketingSherpa Ecommerce Benchmark Study 2014
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
MultipleProductTypes
Apparel,Footwear&…
Art&Collectibles
AutoParts&Accessories
Books
BusinessServices
Software&VideoGames
Consumer&LocalServices
DigitalGoods
Education
Electronics
FinancialServices&Insurance
Food&Beverage
Gifts&Speciality
Health&Beauty
Home&Garden
IndustrialEquipment
Jewelry
Medical&Pharmaceutical
OfficeSupplies
Other
PetProducts
Publishing&Entertainment
Sports&Outdoors
Toys&Children'sProducts
MarketingSherpa Ecommerce Benchmark Study 2014
Ecommerce Conversion Rates by Product Type
0%
5%
10%
15%
20%
25%
1% 3% 5% 10% 15% 20% 25% 30% 35% 40% 50% 60% 70% 80% 90% 100%
MarketingSherpa Ecommerce Benchmark Study 2014
Overall Ecommerce Conversion Rates
HOW CAN YOU IMPROVE
YOUR COMPANY'S CONVERSION RATE?
IF YOU WANT TO IMPROVE YOUR RESULTS YOU
CAN‘T RELY ON DEFAULT ECOMMERCE TRACKING.
TO REALLY UNDERSTAND THE ANATOMY OF YOUR
ECOMMERCE YOU NEED TO ADD NEW LAYERS.
HOW DO YOU
SEGMENT DATA?
HOW DO YOU
MEASURE
SUCCESS?
WHAT ARE YOU
MEASURING?
HOW DO YOU
SEGMENT DATA?
HOW DO YOU
MEASURE
SUCCESS?
WHAT ARE YOU
MEASURING?
TARGET GROUP GOAL USER NEED MESSAGE
DIGITAL
CHANNELS
TARGETING KPIs CONTENT
Digital Marketing Framework
DOTHINKSEE
People who use our, similar
or substitute products
People who use our, similar
or substitute products and
are THINKing they need a
new product
People who use our, similar
or substitute products, are
thinking they need some &
are looking to BUY THEM
RIGHT NOW
Target group
DOTHINKSEE
Build brand awareness
Build brand/product
preference & engagement
with a brand Increase sales
Goal
DOTHINKSEE
Feel connected with a brand
Learn more about the
product/category Get best deal possible
User need
DOTHINKSEE
Creative that builds
emotions
Creative encourages
research & engagement
Creative focusing on product
& offer
Message
DISPLAY
SEARCH ADS
SEO
FACEBOOK ADS
SEO
EMAIL
DISPLAY DISPLAY
SEARCH ADS
SEO
SOCIAL
FACEBOOK ADS FACEBOOK ADS
EMAIL
DOTHINKSEE
Digital channels
DOTHINKSEE
Affinity categories
Interest categories
Demographics
In-market buyers
Interest categories
Display keywords
Topics
Placements
Remarketing
Informational Searches
Category KWs
Mid-funnel KWs
Problem/Solution KWs
Search Remarketing
Remarketing
Transactional Searches
Brand KWs
Product names
Lower funnel KWs
Search Remarketing
Targeting
DOTHINKSEE
Reach & Frequency
Brand Search
% New Visits
Number of mentions
Number of leads
Engagement
Page Depth
Assisted conversions
CTR
Revenue
Conversion Rate
Profit
KPIs
Understanding user behavior throughout the entire CDJ
Number of interactions
Length
Transactions
Micro & macro conversions
Micro & macro conversions matrix
NEW FOLLOWERS
GALLERIES BROWSED
PRODUCTS COMPARED
EMAIL SIGNUPS
SOCIAL ACTIONS
VIDEOS WATCHED
PURCHASE
STOCK CHECKED
CATALOGS DOWNLOADED
USER REGISTRATION
Long term
Short term
Medium term
DO
THINK
SEE
Outcomes report
DOTHINKSEE
DISPLAY
SEARCH ADS
SEO
FACEBOOK ADS
SEO
EMAIL
DISPLAY DISPLAY
SEARCH ADS
SEO
SOCIAL
FACEBOOK ADS FACEBOOK ADS
EMAIL
Digital Channels
HOW DO YOU
SEGMENT DATA?
HOW DO YOU
MEASURE
SUCCESS?
WHAT ARE YOU
MEASURING?
Meet Harry!
Harry‘s shopping behaviour
1 DAY
1 PRODUCT ADDED TO CART
2 SESSIONS
1 PRODUCT PURCHASED
3 PRODUCTS COMPARED
1 WIZARD USED Cart-to-Detail Rate: 33 %
Buy-to-Detail Rate: 33 %
Sessions with Transactions: 50 %
Meet Sally!
Sally‘s shopping behaviour
21 DAYS
8 PRODUCTS ADDED TO CART
5 SESSIONS
1 PRODUCT PURCHASED
17 PRODUCTS VIEWS
3 ARTICLES READCart-to-Detail Rate: 47 %
Buy-to-Detail Rate: 5,8 %
Sessions with Transactions: 20 %
Different shopping behaviours
1 DAY
1 PRODUCT ADDED TO CART
2 SESSIONS
1 PRODUCT PURCHASED
3 PRODUCTS COMPARED
1 WIZARD USED
Cart-to-Detail Rate
33 % : 47 %
Buy-to-Detail Rate
33 % : 5,8 %
Sessions with Transactions
50 % : 20 %
21 DAYS
8 PRODUCTS ADDED TO CART
5 SESSIONS
1 PRODUCT PURCHASED
17 PRODUCTS VIEWS
3 ARTICLES READ
ALSO TRUE WITH OTHER BUSINESS TYPES
Slovenia
Germany
Albania
UnitedStates
Poland
Russia
Kosovo
UnitedKingdom
Belgium
France
Netherlands
Switzerland
Austria
Croatia
Estonia
Italy
Sweden
Macedonia(FYROM)
Ecommerce Conversion Rates By Country
Slovenia
Germany
Albania
UnitedStates
Poland
Russia
Kosovo
UnitedKingdom
Belgium
France
Netherlands
Switzerland
Austria
Croatia
Estonia
Italy
Sweden
Macedonia(FYROM)
Ecommerce Conversion Rates By Country
Slovenia
Germany
Albania
UnitedStates
Poland
Russia
Kosovo
UnitedKingdom
Belgium
France
Netherlands
Switzerland
Austria
Croatia
Estonia
Italy
Sweden
Macedonia(FYROM)
Ecommerce Conversion Rates By Country
AGGREGATED MICRO CONVERSIONS ARE SHIT
EVEN SEGMENTATION BY LOCATION
IS NOT ENOUGH
WHAT ABOUT DEMOGRAPHIC SEGMENTATION?
SOURCE
DEVICE
HUMANS ARE COMPLEX CREATURES
Location
Need
History
Demography
Device
Behavior
TO UNDERSTAND THE DATA WE NEED TO SEGMENT
BY BEHAVIOR
SEGMENTATION BY PERSONALITY TYPES
HOW DO YOU DEFINE AND DISCOVER
PERSONALITY TYPES?
THE HARD WAYTHE EASY WAY
THE HARD WAYTHE EASY WAY
The 6 Personality Types of Digital Shopper
ClickTale , March 2015
THE HARD WAYTHE EASY WAY
TAKE A CLOSE LOOK AT YOUR BUYERS
MICRO
CONVERSIONS
BEHAVIOR
DEVICE
REFERRALS
DEMOGRAPHY
0%
5%
10%
15%
20%
25%
1 2 3 4 5 6 7 8 9 10 11 12 13+
Product Views
1
6
11
16
21
26
31
36
41
46
0 10 20 30 40 50 60
Sessioncount
Days since last session
30
40
50
60
70
80
Goal 1 Completion Rates
1
6
11
16
21
26
31
36
41
46
0 10 20 30 40 50 60
Sessioncount
Days since last session
70
80
Goal 1 Completion Rates
Personality Type #1
Define your personality types
Prepurchase behavior
… and adapt your marketing
REMARKETING
MARKETING
AUTOMATIONSEGMENTS
AND YOU BETTER GET GOOD AT IT!
0.00%
0.50%
1.00%
1.50%
2.00%
2.50%
3.00%
3.50%
0 1-300 301-500 501-1000 1001 - 1500 1500+
Ecommerce Conversion Rate by Product Desc
HOW DO YOU
SEGMENT DATA?
HOW DO YOU
MEASURE
SUCCESS?
WHAT ARE YOU
MEASURING?
REVENUE IS A VANITY METRIC
WHEN NPS MEETS CLV
Overall NPS through time
User NPS through time
NPS by traffic source
NPS by age
Sales performance by NPS user types
Number of transactions & total revenue
Repeat purchases
Most valuable user category
IS THIS ALL JUST A LOT OF ?
OH! AND WHAT HAPPEND TO HARRY AND SALLY?
Thank you
andraz.stalec@red-orbit.com