1. The document discusses how internet and e-commerce adoption and usage has changed over time as users gain more experience and confidence shopping online. 2. It recommends taking a user-centric approach to optimization, including understanding who visits a site, why they visit, and what they do on the site in order to better meet their needs. 3. The key to optimization is getting the right performance tracking metrics, using data from multiple sources to test campaigns, and focusing on continuous improvement.

1. “ To Marketing Optimisation and Beyond!” Neil Mason Applied Insights

9. Forces at work

11. Internet Adoption & Usage Curve Source: Net Poll/QXL Propensity to Transact Assessment Scepticism Trepidation Orientation Wanderlust Confidence Maturity Event Driven Usage Online One Month Three Months Six Months Nine Months One Year Two Years Activity Time

12. Internet User E-commerce Development Up to 12 to 24 months Experience/Confidence Information & Research On-line Retail Transactions Auctions +ve Good deals Efficient Exciting Smart -ve: Safety Anonymity of seller +ve Rare/usual items Fun/excitement (Easy) -ve: Safety Confidence about product delivery Whether it’s a good deal Lack of relevance

13. Yesterday…. Transactional Systems Sales Reports Site Reports Board Reports

14. Today…. Transactional Systems Country Management Information Factory Extracts Group Management Functional Management

15. Tomorrow…. Transactional Systems Country Management Knowledge Repository Extracts Rules Group Management Functional Management

16. Business and Customer Intelligence Strategy Phase 1- Integrated Reporting Third Party Data Analysts Managers Partners Data Warehouse Analysis Tools Reporting Environment Site Live Trading Customer Service Financials

17. Implementation Approach Centre Local Analysts “ Centralise Development and Technology - Localise Usage and Support” Corporate Documents Localised Documents Ad-hoc Queries Support Training Best Practice Development Administration Security Expertise Users Users Users

18. CRM Technology Framework Information & Analysis Systems Transaction Systems Marketing Systems Data Warehouse

19. I Wish It Was As Easy As This….

23. The journey to online marketing optimisation Performance Tracking Process Analysis & Optimisation User Centricity Insight Investment

25. … the right numbers right It’s about getting….

26. As Albert said…

27. The not-so secret approach to getting performance tracking right…

29. Good KPIs are “ Übermetrics ”…

31. Organisations need to have the desire for change…

32. … to have the ability to execute…

33. ..and to remain focussed

34. The ingredients for optimisation

35. The principle of optimisation

37. Get the data out of the silos… Web analytics data Survey data Campaign data Customer data

38. Campaign optimisation

39. Optimising site processes…

40. Defining page purpose and measurement Home page Category page Product list page Product page Basket Checkout Landing zones Landing zone Engage Route Route Engage Convince Bounce rate Promotion space CTR Process Process Exit rate Click to product rate Exit rate Cross-sell rate Add to basket rate Tool usage Conversion rate Conversion rate Visitor numbers

43. Create meaningful segments

45. A user centric framework… Why do they visit the site? ? ? ? ? Who visits the site? What do they do on the site?

46. Happy Trackers (6%) Happy Trackers mainly use the site for Track and Trace and little else In terms of profile they tend to have a stronger business slant and be slightly older than on average They are not heavy users of the site and their visits are relatively light and narrow – all they do is use Track and Trace However they are happy with what they do, they rate the site functionality the best out of all the segments

47. Cottage Industrialists (2%) Cottage Industrialists are frequent users of the site and they mainly come looking for information on postal prices, delivery services, parcel information and the like. Half of this segment are involved in some type of online auction related activity and over the course of their lifetime they tend to look at the broadest amount of content on the site. Quite often they will be using the search function to do this They are reasonably happy with the customer experience on the site and are more likely than on average to recommend the site to others

48. The user centric framework…in action Why do they visit the site and what do they think of it? Who visits the site? What do they do on the site?

51. Look forward…

52. Look forward…

53. Predicting segment membership Repeat shoppers Single order shoppers 11 product based segments Profiled on category purchasing, category browsing, plus opt-in Profiled on shopping behaviour, purchasing behaviour, category browsing, lifecycles, mosaic, opt-in 75% shoppers 43% items sold 25% shoppers 57% items sold 25% shoppers Repeat Visitor Only “ 1 to 2” conversion Events and triggers Profiled on category browsing Probable segment membership

55. Thank you! Neil Mason [email_address]