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	<title>FutureNow&#039;s GrokDotCom / Marketing Optimization Blog &#187; Research</title>
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	<description>Marketing blog focused on marketing optimization, improving website conversion rates, search engine marketing, web analytics, word of mouth, etc.</description>
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		<title>How Would Sterling Cooper Deal with Digital Natives?</title>
		<link>http://www.grokdotcom.com/2009/10/28/how-would-sterling-cooper-deal-with-digital-natives/</link>
		<comments>http://www.grokdotcom.com/2009/10/28/how-would-sterling-cooper-deal-with-digital-natives/#comments</comments>
		<pubDate>Wed, 28 Oct 2009 13:00:26 +0000</pubDate>
		<dc:creator>Brendan Regan</dc:creator>
				<category><![CDATA[Advertising]]></category>
		<category><![CDATA[Customer Insight]]></category>
		<category><![CDATA[Neuromarketing]]></category>
		<category><![CDATA[Psychographics]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[psychology]]></category>
		<category><![CDATA[survey]]></category>
		<category><![CDATA[kurt and smitty]]></category>
		<category><![CDATA[mad men]]></category>
		<category><![CDATA[sterling cooper]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=5692</guid>
		<description><![CDATA[<p>I perused <a href="http://www.youthnet.org/mediaandcampaigns/pressreleases/hybrid-lives" target="_blank">a recent survey conducted in the U.K.</a> about how young adults, a.k.a. &#8220;<strong>Digital Natives</strong>,&#8221; feel about the Web.  Like all surveys of this age group and how they interact with technology, it was fascinating.</p>
<p>The survey involved nearly a thousand participants ages 16 to 24, and <strong>the good news</strong> for&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p>I perused <a href="http://www.youthnet.org/mediaandcampaigns/pressreleases/hybrid-lives" target="_blank">a recent survey conducted in the U.K.</a> about how young adults, a.k.a. &#8220;<strong>Digital Natives</strong>,&#8221; feel about the Web.  Like all surveys of this age group and how they interact with technology, it was fascinating.</p>
<p>The survey involved nearly a thousand participants ages 16 to 24, and <strong>the good news</strong> for us as online marketers was that <strong>75% of respondents said that they &#8220;couldn&#8217;t live without the Internet.&#8221;</strong> Wow, that&#8217;s a bold statement indicating that the Web will continue to be a central part of that generation&#8217;s lives, and will be essential to how they research, form opinions, make decisions, and buy.</p>
<p>Maybe it&#8217;s not &#8220;<strong>bad news</strong>,&#8221; but the challenge this presents is: <strong>How will <em>our</em> generation of digital marketers and online businesspeople keep up with the attitudes and expectations of a new segment that doesn&#8217;t remember the absence of the Web?</strong></p>
<div id="attachment_5693" class="wp-caption alignright" style="width: 310px"><a href="http://blogs.amctv.com/mad-men/2009/10/kurt-and-smitty-interview.php"><img class="size-medium wp-image-5693  " title="325-kurt-smitty" src="http://www.grokdotcom.com/wp-content/uploads/2009/10/325-kurt-smitty-300x177.jpg" alt="Image from AMCTV.com" width="300" height="177" /></a><p class="wp-caption-text">&quot;Kurt &amp; Smitty&quot; | Image from AMCTV.com</p></div>
<p>I can&#8217;t help but think of my latest TV series obsession, <strong>Mad Men</strong>.  The fictitious ad agency, <strong>Sterling Cooper, hired two young upstarts, Smitty and Kurt, to help them figure out what the youth of the early 1960s was thinking</strong>.  They informed their hopelessly old employers that the youth &#8220;<a href="http://www.amctv.com/originals/madmen/episode207" target="_blank">don&#8217;t want to be told what to do or how to act. [They] just want to <em>be</em>.</a>&#8220;  Sound familiar?  It sounds corny, but Sterling Cooper did the right thing by <a title="marketing to target audiences" href="http://futurenowinc.com/persuasion_architecture.htm" target="_self">bringing in outside perspective to help them better empathize with their target audiences</a>.</p>
<p>So, <strong>what are <em>we</em> going to do?</strong> <strong>Should all marketing teams have their own &#8220;Smitty and Kurt&#8221;</strong> to help them grok how Digital Natives want to interact with businesses?  <strong>Should we spend more time spying on our children and grandchildren</strong> as they network their always-available lives at lightning speed?  <a href="#comments" target="_self">Let us know in the comments</a> what specific tactics you&#8217;re using to keep up with what &#8220;the kids are into these days.&#8221;</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
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		<title>Top 10 Online Retailers by Conversion Rate: June 2009</title>
		<link>http://www.grokdotcom.com/2009/08/03/top-10-online-retailers-by-conversion-rate-june-2009/</link>
		<comments>http://www.grokdotcom.com/2009/08/03/top-10-online-retailers-by-conversion-rate-june-2009/#comments</comments>
		<pubDate>Mon, 03 Aug 2009 16:49:54 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Conversion Rates]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Retail]]></category>
		<category><![CDATA[e-commerce]]></category>
		<category><![CDATA[B2C]]></category>
		<category><![CDATA[conversion rate]]></category>
		<category><![CDATA[Ecommerce]]></category>
		<category><![CDATA[Nielsen/NetRatings]]></category>
		<category><![CDATA[top 10 converting sites]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=4996</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" rel="shadowbox[post-4996];player=img;"><img class="alignleft size-thumbnail wp-image-2808" title="top-10-converting-websites" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" alt="" width="58" height="150" /></a>Here are the top 10 converting websites for June 2009*. These are based on Nielson Panel data and are calculated by user to final conversion. Conversion-rate data is based on visitor conversion rates, not session conversion rates: i.e., No. of unique customers/No. of unique visitors.</p>
<p>1. <a href="http://www.proflowers.com">ProFlowers</a> 24.0<br />
2. <a href="http://www.vitacost.com">Vitacost</a> 23.3<br />
3. <a href="http://www.1800Flowers.com">1800Flowers</a> 19.5<br />
4. <a href="http://www.roamans.com">Roamans</a>19.2<br />
5. <a href="http://www.officedepot.com">Office&#8230;</a></p>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" rel="shadowbox[post-4996];player=img;"><img class="alignleft size-thumbnail wp-image-2808" title="top-10-converting-websites" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" alt="" width="58" height="150" /></a>Here are the top 10 converting websites for June 2009*. These are based on Nielson Panel data and are calculated by user to final conversion. Conversion-rate data is based on visitor conversion rates, not session conversion rates: i.e., No. of unique customers/No. of unique visitors.</p>
<p>1. <a href="http://www.proflowers.com">ProFlowers</a> 24.0<br />
2. <a href="http://www.vitacost.com">Vitacost</a> 23.3<br />
3. <a href="http://www.1800Flowers.com">1800Flowers</a> 19.5<br />
4. <a href="http://www.roamans.com">Roamans</a>19.2<br />
5. <a href="http://www.officedepot.com">Office Depot</a> 18.5<br />
6. <a href="http://www.blair.com/">Blair</a> 17.3<br />
7. <a href="http://www.qvc.com">QVC</a> 17.0<br />
8. <a href="http://www.victoriasecret.com">Victoria&#8217;s Secret</a> 16.8<br />
9. <a href="http://www.DrsFosterSmith.com">DrsFosterSmith.com</a> 16.4<br />
10. <a href="http://www.amazon.com">Amazon</a> 16.4</p>
<p>*<em><a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-june-2009-9984/">Source: Nielsen Online / Marketing Charts</a></em></p>
<p><em>Benchmarks according to the <a href="http://index.fireclick.com/">FireClick Index</a></em></p>
<p><em><img class="aligncenter size-medium wp-image-4997" title="Fireclick Index" src="http://www.grokdotcom.com/wp-content/uploads/2009/08/Fireclick-Index-300x264.jpg" alt="Fireclick Index" width="300" height="264" /></em></p>
<p>Increasing your conversion rate requires you to <a href="http://www.futurenowinc.com">follow a continuous improvement program</a>? If you need help improving your results <a href="http://futurenowinc.com/contactus.htm">let us know</a>.<em><br />
</em></p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<title>Tests Indicate Ogilvy&#8217;s Old-School Layout Still a Winner</title>
		<link>http://www.grokdotcom.com/2009/07/28/tests-indicate-ogilvys-old-school-layout-still-a-winner/</link>
		<comments>http://www.grokdotcom.com/2009/07/28/tests-indicate-ogilvys-old-school-layout-still-a-winner/#comments</comments>
		<pubDate>Tue, 28 Jul 2009 14:19:07 +0000</pubDate>
		<dc:creator>Jeff Sexton</dc:creator>
				<category><![CDATA[Accountable Marketing]]></category>
		<category><![CDATA[Advertising]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Improving Conversion]]></category>
		<category><![CDATA[Offline Persuasion]]></category>
		<category><![CDATA[Persuasive Design]]></category>
		<category><![CDATA[ROI Marketing]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[eyetracking]]></category>
		<category><![CDATA[rant]]></category>
		<category><![CDATA[Advertising Research]]></category>
		<category><![CDATA[Gaze Plots]]></category>
		<category><![CDATA[Heat Maps]]></category>
		<category><![CDATA[Ogilvy]]></category>
		<category><![CDATA[Ogilvy Layout]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=4843</guid>
		<description><![CDATA[<h3>Human nature hasn&#8217;t changed and neither have the priorities required for successfully conveying your message.</h3>
<p><img class="alignleft size-medium wp-image-4876" title="Ogilvy on Advertising-1" src="http://www.grokdotcom.com/wp-content/uploads/2009/07/Ogilvy-on-Advertising-1-218x300.png" alt="Ogilvy on Advertising-1" width="218" height="300" />Contrary to common opinion,<strong> David Ogilvy didn&#8217;t have a preference for long copy</strong>.</p>
<p>What he had was an overwhelming bias towards anything that had been proven to work (which included long copy).  Ogilvy&#8217;s real, professed preferences were&#8230;</p>]]></description>
			<content:encoded><![CDATA[<h3>Human nature hasn&#8217;t changed and neither have the priorities required for successfully conveying your message.</h3>
<p><img class="alignleft size-medium wp-image-4876" title="Ogilvy on Advertising-1" src="http://www.grokdotcom.com/wp-content/uploads/2009/07/Ogilvy-on-Advertising-1-218x300.png" alt="Ogilvy on Advertising-1" width="218" height="300" />Contrary to common opinion,<strong> David Ogilvy didn&#8217;t have a preference for long copy</strong>.</p>
<p>What he had was an overwhelming bias towards anything that had been proven to work (which included long copy).  Ogilvy&#8217;s real, professed preferences were for consumer testing, research-driven techniques, and performance-based advertising in the truest sense of the term.</p>
<p>Based on those things, the conclusion he came to was that <strong>messaging and relevance had to have highest priority. </strong> Everything else &#8211; creativity, design, layout &#8211; should be subordinated to the end goal of conveying a salient message in as persuasive a manner as possible. In print, this took the form of what has come to be known as &#8220;The Ogilvy Layout.&#8221;</p>
<h3>Understanding Ogilvy&#8217;s Layout and Why it Still Works</h3>
<p><img class="alignleft size-full wp-image-4885" title="Rolls Royce Ad" src="http://www.grokdotcom.com/wp-content/uploads/2009/07/Rolls-Royce-Ad2.png" alt="Rolls Royce Ad" width="144" height="221" />There are three main parts to the Ogilvy Layout, with a corresponding and crucial quality for each element: <strong> </strong></p>
<ol>
<li><strong>The picture</strong>, which should have &#8220;story appeal&#8221;</li>
<li><strong>The headline</strong>, which should tie into the &#8220;story appeal&#8221; of the picture</li>
<li>And <strong>the body copy</strong>, which most be placed in the right relationship to both the picture and the headline as to anticipate the reader&#8217;s visual preferences and enhance readability.</li>
</ol>
<p><a href="http://www.grokdotcom.com/2009/06/08/visual-scandal-story-appeal-and-banner-ads/">I&#8217;ve dealt with Story Appeal</a> in <a href="http://www.grokdotcom.com/2009/07/09/pringles-use-of-story-appeal/">previous posts</a>, but let&#8217;s talk about headlines before diving into why Ogilvy&#8217;s favorite arrangement continues to stand the test of time.</p>
<h3>What I&#8217;ve Noticed About Ogilvy&#8217;s Headlines</h3>
<p>In his book, Ogilvy on Advertising, David Ogilvy writes about the importance of captions no less than 4 times, urging the reader to include captions underneath all of their photographs each and ever time.  According to the research Ogilvy cites, <strong>4 times as many readers read captions as body copy and 10 times as many people read headlines as body copy.</strong></p>
<p>So while it may seem obvious that the headline and the main picture (or &#8220;hero shot&#8221; in today&#8217;s lingo) should be related, it also seems that you can grab even more reader-grabbing power for your headlines if you make use of some of the compelling &#8220;what&#8217;s this picture all about&#8221; draw of captions.  Here&#8217;s a perfect example of this:</p>
<p><img class="alignnone size-full wp-image-4887" title="fishyzippo" src="http://www.grokdotcom.com/wp-content/uploads/2009/07/fishyzippo.jpg" alt="fishyzippo" width="400" height="528" /></p>
<p>Pretty difficult not to read a bit more about that story, isn&#8217;t it?</p>
<h3>Let&#8217;s Talk Layout and Arrangement</h3>
<p>Here&#8217;s the thing: because of his attention to research, <strong>Ogilvy knew what many online copywriters are still learning:</strong></p>
<p style="text-align: center;">**<strong>People scan and skim first and read second</strong></p>
<p style="text-align: center;"><em>and they only read <strong>IF</strong></em><strong> their scan turns up something worthwhile</strong>.**</p>
<p>Now, in magazines, which are mostly read as a diversion, the first thing to get scanned are pictures.  We are visual creatures and pictures typically convey a lot of information (and emotion) fast, so a strong visual is almost always going to be the first thing the eye fixes on when the reader is engaging in general browsing for interest.  Please note, though, that this scanning order changes for task oriented individuals interacting with a website.  People scanning a web page redefine &#8220;worthwhile&#8221; by relevance to their task, and therefore focus on the headlines first.</p>
<p>Getting back to magazine ads, if the picture is intriguing, the next thing a person will scan is the headline and possibly the caption.  After that, and only after that, the person in question will skim (or read) the body copy.</p>
<p>For emphasis, this is THE order in which an audience will scan a magazine ad/page:</p>
<ol>
<li>Picture first,</li>
<li>Headline second,</li>
<li>Copy last.</li>
</ol>
<p>To quote Ogilvy himself:</p>
<blockquote><p>&#8220;Readers look first at the illustration, then at the headline, then at the copy.  So put these elements in that order &#8211; illustration at the top, headline under the illustration, copy under the headline.  If you put the headline above the illustration, you are asking people to scan in an order which does not fit their habit.&#8221;</p></blockquote>
<p>And to paraphrase <a href="http://www.amazon.com/Dont-Make-Me-Think-Usability/dp/B000SEGQNS/ref=sr_1_5?ie=UTF8&amp;qid=1248734070&amp;sr=8-5">Steve Krug</a>, <strong>don&#8217;t make the reader think</strong>; it&#8217;s just as easy to stop reading or engaging with the ad as it is to expend the extra effort navigating an oh-so-creative-but-against-the-grain layout.</p>
<h3>Eye Tracking Heat Maps Prove the Power of Ogilvy&#8217;s Layout</h3>
<p>The brilliant people over at <a href="http://thinkeyetracking.com/">Think Eye Tracking</a> recently put three different car ads to the test: one Ogilvy-inspired 1-page layout compared to 2 new-school double-trucks (aka 2-page spreads).  You can <a href="http://thinkeyetracking.com/Blog/?p=199">see their blog post about  their  tests here</a>, but I&#8217;ve also posted the Ogilvy-inspired heat map below.  Check it out:</p>
<p><img class="alignnone size-full wp-image-4888" title="porsche-911-with-heatmap" src="http://www.grokdotcom.com/wp-content/uploads/2009/07/porsche-911-with-heatmap1.png" alt="porsche-911-with-heatmap" width="344" height="487" /></p>
<p>Notice how the headline and body copy receive most of the attention.  <strong>The picture draws the eye, but the messaging gets the most time and attention from the viewer/reader</strong>.</p>
<p>Unfortunately, a direct comparison of heat maps isn&#8217;t possible, because Think Eye Tracking only posted the heat map from the Porsche add and not the ones from the Mercedes and BMW ads.  But they <em>DID</em> give percentages of each ad&#8217;s ability to create reader retention of various elements within the ad, including the  call to action.  Assuming that the call to action was made within or at the end of the body copy (a fairly safe assumption), we can see how the ads stack up in terms of getting people to read the copy/pay attention to the messaging:</p>
<ul>
<li>Ogilvy Layout/Porsche Ad: 59% of readers noted the call to action</li>
<li>Mercedes Ad: 29%</li>
<li>BMW Ad: 11%</li>
</ul>
<p><strong>The Ogilvy Layout doubled readership of the copy while using half the ad space! </strong></p>
<p>Incidentally, the use of a 1-pager instead of a double-spread was also recommended by Ogilvy, as the double-spread cost much more but didn&#8217;t increase readership in proportion to its cost.</p>
<p>And for those of you who read this far, or who doubted Ogivly&#8217;s performance-based bias, enjoy this short <strong>video of Ogilvy addressing the Direct Marketers of his day</strong>:</p>
<p><a href="http://www.grokdotcom.com/2009/07/28/tests-indicate-ogilvys-old-school-layout-still-a-winner/"><em>Click here to view the embedded video.</em></a></p>
<p>Just for the record, while I DO draw some distinctions between the online world and old-school direct marketing, I also think that online &#8220;marketers&#8221; who stray too far from direct marketing principles end up producing websites like this:</p>
<p><a href="http://www.porsche.com/microsite/911/uk.aspx">www.porsche.co.uk/innerstrength</a></p>
<p>In case you&#8217;re wondering, yes, that is the URL used in the Porsche ad&#8217;s call to action.  Just the sort of thing you&#8217;d remember after flipping through the ad isn&#8217;t it?  Not.</p>
<p>Anyway, go ahead and frustrate yourself by interacting with that &#8220;piece of work&#8221; for awhile.  You&#8217;ll undoubtedly find yourself wishing that the same, sane approach to design and layout had been used in creating the website as had been used in designing the ad.</p>
<p><em>P.S. I&#8217;m not advocating a literal use of the Ogilvy layout to a digital format, but rather an intelligent application of Ogilvy&#8217;s <strong>subordination of design, creativity, and layout to messaging</strong>. More about that in a follow up post&#8230;</em></p>
<p>[Editor's note: the author of this post is now blogging at <a href="http://www.jeffsextonwrites.com/">jeffsextonwrites.com</a>]</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<title>Web Analytics and Yellow Lobsters</title>
		<link>http://www.grokdotcom.com/2009/06/19/web-analytics-and-yellow-lobsters/</link>
		<comments>http://www.grokdotcom.com/2009/06/19/web-analytics-and-yellow-lobsters/#comments</comments>
		<pubDate>Fri, 19 Jun 2009 12:51:16 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Analytics]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Web Analytics]]></category>
		<category><![CDATA[Website Optimization]]></category>
		<category><![CDATA[White Paper]]></category>
		<category><![CDATA[#wa]]></category>
		<category><![CDATA[actionable metrics]]></category>
		<category><![CDATA[continuous-improvement]]></category>
		<category><![CDATA[web analysts]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=4496</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/06/business-priorities.jpg" rel="shadowbox[post-4496];player=img;"><img class="alignleft size-thumbnail wp-image-4498" title="business-priorities" src="http://www.grokdotcom.com/wp-content/uploads/2009/06/business-priorities-150x114.jpg" alt="" width="150" height="114" /></a>I&#8217;ve been curious about what kind of effect the economy is having on how companies use Web analytics. Econsultancy just released its &#8220;<a href="http://econsultancy.com/press-releases/4402-companies-still-struggling-to-make-sense-of-online-data-new-report" target="_new">Online Measurement and Strategy Report 2009</a>.&#8221; This is its second annual report, and the results are fascinating.</p>
<p>First, the pleasantries:</p>
<blockquote>
<ul>
<li>&#8220;Companies are focusing on analytics which help them improve their&#8230;</li></ul></blockquote>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/06/business-priorities.jpg" rel="shadowbox[post-4496];player=img;"><img class="alignleft size-thumbnail wp-image-4498" title="business-priorities" src="http://www.grokdotcom.com/wp-content/uploads/2009/06/business-priorities-150x114.jpg" alt="" width="150" height="114" /></a>I&#8217;ve been curious about what kind of effect the economy is having on how companies use Web analytics. Econsultancy just released its &#8220;<a href="http://econsultancy.com/press-releases/4402-companies-still-struggling-to-make-sense-of-online-data-new-report" target="_new">Online Measurement and Strategy Report 2009</a>.&#8221; This is its second annual report, and the results are fascinating.</p>
<p>First, the pleasantries:</p>
<blockquote>
<ul>
<li>&#8220;Companies are focusing on analytics which help them improve their customer acquisition and customer retention. The recession has helped to bring into sharper focus the importance of understanding return on investment and how individual elements of digital marketing impact the bigger picture.&#8221;</li>
<li>&#8220;There is a prioritization of information requirements which relate directly to business efficiency. The biggest focus is information relating to the cost of acquiring a customer or lead which is regarded as a &#8216;high priority&#8217; by 59% of responding organizations.&#8221;</li>
</ul>
</blockquote>
<p>Overall, the interest in Web analytics and using it to improve continues to creep upward. The report also clearly shows that as the interest grows, so does confusion:</p>
<blockquote>
<ul>
<li>&#8220;There has been a slight improvement since last year but only one in five companies (22%) have an internal strategy that ties data collection and analysis to business objectives. More than half (60%) of responding organizations said they are &#8216;working on this&#8217;, while 18% say that they don&#8217;t have such a strategy.&#8221;</li>
<li>&#8220;There are still only a quarter of company respondents (27%) who say that their Web analytics &#8216;definitely&#8217; provide actionable insights, with a further 55% saying that this is only sometimes the case.&#8221;</li>
</ul>
</blockquote>
<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/06/dedicated-web-analysts.jpg" rel="shadowbox[post-4496];player=img;"><img class="alignleft size-thumbnail wp-image-4497" title="dedicated-web-analysts" src="http://www.grokdotcom.com/wp-content/uploads/2009/06/dedicated-web-analysts-150x100.jpg" alt="" width="150" height="100" /></a>Another trend is that <a href="http://seekingalpha.com/article/142266-companies-now-spending-less-on-Web-analytics-technologies-more-on-staffing?source=kizur" target="_new">more companies are using Google Analytics</a>: 23 percent use it exclusively, compared to 14 percent last year. For Internet marketing consultant Andy Beal, this is why the following is also a key finding in the report:</p>
<blockquote>
<ul>There has been a marked shift from spending on technology to spending on internal staff, with companies now spending more on human resources than on software and licenses. The proportion of spending on internal staff has increased from 36% to 42% of total Web analytics spend while spending on technology has decreased from 45% to 38%.</ul>
</blockquote>
<p>Obviously some companies are hiring analysts rather than paying for analytics or some other technology. A welcome bit for those trying to make a career as Web analysts.</p>
<p>Still, I wonder how these analysts are faring. We all know the challenge in finding qualified candidates. When asked if companies were getting a return on investment from their analytics, a whopping 65 percent of respondents didn&#8217;t know or said they weren&#8217;t getting a return.</p>
<p>Andrew Hood, managing director at Web analytics consultancy <a href="http://www.lynchpin.com/" target="_new">Lynchpin</a> (which cosponsored the report), said: &#8220;While the technology gets more and more sophisticated (and arguably more accessible from a cost perspective), the challenges in interpreting and actioning the data only get bigger&#8230;Resources [are] still a massive issue, and while companies are looking to increase spend on people, there looks to be an underlying skills shortage operating against this.&#8221;</p>
<p>It seems like good Web analysts are like <a href="http://www.foxnews.com/story/0,2933,525998,00.html" target="_new">yellow lobsters</a>: they&#8217;re very rare.</p>
<h3><strong>What&#8217;s a Company to Do?</strong></h3>
<p>Before you do anything else, define your business goals. What do you need visitors to do to make your company more profitable? How will you measure success? You must tie your business goals with online efforts, or this is all for nothing. When you invest in improvement, you must at least know where the goal posts are.</p>
<p>Next, don&#8217;t let budget be a barrier to improving your Web site. What you don&#8217;t have in the budget you can pay for with a little more time and effort. <a href="http://www.clickz.com/3632371">Take the time to learn</a>.</p>
<p>I&#8217;ve said it before and I say it enough: commit to a culture of <a href="http://www.clickz.com/3633822">continuous improvement</a>, not a culture of set it and forget it. If you only focus on improving a few landing pages here and there, testing a few variations here and there, tweaking creative here and there, you&#8217;ll never reach your highest potential number of conversions.</p>
<p>Don&#8217;t worry, your customers won&#8217;t go unsatisfied. Sooner or later your competitors will figure out how to satisfy your visitors&#8217; needs. Hopefully that will motivate you to get your goals on target by investing in continuous improvement.</p>
<p>What is your company doing with your analytics these days? How do you turn your analytics into actions that improve on your goals? Let me know below.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
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		<title>Top 10 Online Retailers by Conversion Rate: April 2009</title>
		<link>http://www.grokdotcom.com/2009/06/04/top-10-online-retailers-by-conversion-rate-april-2009/</link>
		<comments>http://www.grokdotcom.com/2009/06/04/top-10-online-retailers-by-conversion-rate-april-2009/#comments</comments>
		<pubDate>Thu, 04 Jun 2009 13:15:41 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Conversion Rates]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Retail]]></category>
		<category><![CDATA[e-commerce]]></category>
		<category><![CDATA[conversion rate]]></category>
		<category><![CDATA[Ecommerce]]></category>
		<category><![CDATA[Fireclick]]></category>
		<category><![CDATA[Nielsen]]></category>
		<category><![CDATA[top 10]]></category>
		<category><![CDATA[top 10 converting sites]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=4265</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" rel="shadowbox[post-4265];player=img;"><img class="alignleft size-thumbnail wp-image-2808" title="top-10-converting-websites" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" alt="" width="58" height="150" /></a>Here are the top 10 converting websites for April 2009*. These are based on Nielson Panel data and are calculated by user to final conversion. Conversion-rate data is based on visitor conversion rates, not session conversion rates: i.e., No. of unique customers/No. of unique visitors.</p>
<p>1. <a href="http://www.proflowers.com">ProFlowers</a> 42.8<a href="http://www.schwans.com/"><br />
</a>2. <a href="http://www.vitacost.com">Vitacost.com</a> 28.9<br />
3. <a href="http://www.officedepot.com">Office Depot</a> 25.0<br />
4. <a href="http://www.metrostyle.com">MetroStyle</a> 24.5<br />
5.&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" rel="shadowbox[post-4265];player=img;"><img class="alignleft size-thumbnail wp-image-2808" title="top-10-converting-websites" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" alt="" width="58" height="150" /></a>Here are the top 10 converting websites for April 2009*. These are based on Nielson Panel data and are calculated by user to final conversion. Conversion-rate data is based on visitor conversion rates, not session conversion rates: i.e., No. of unique customers/No. of unique visitors.</p>
<p>1. <a href="http://www.proflowers.com">ProFlowers</a> 42.8<a href="http://www.schwans.com/"><br />
</a>2. <a href="http://www.vitacost.com">Vitacost.com</a> 28.9<br />
3. <a href="http://www.officedepot.com">Office Depot</a> 25.0<br />
4. <a href="http://www.metrostyle.com">MetroStyle</a> 24.5<br />
5. <a href="http://www.womanwithin.com">Woman Within</a> 23.0<br />
6. <a href="http://www.schwans.com/">Schwan&#8217;s</a> 21.1<br />
7. <a href="http://www.cdw.com">CDW</a> 20.8<br />
8. <a href="http://www.1800Flowers.com">1800Flowers</a><a href="http://www.eddiebauer.com"></a> 20.8<br />
9. <a href="http://www.landsend.com">Landsend </a>18.8<br />
10. <a href="http://www.DrsFosterSmith.com">Drs FosterSmith</a> 18.30</p>
<p><em>*<a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-march-2009-8854/?utm_campaign=rssfeed&amp;utm_source=mc&amp;utm_medium=textlink"></a><a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-april-2009-9322/">Source</a>: Nielsen Online / Marketing Charts</em></p>
<p>Benchmarks according to the <a href="http://index.fireclick.com/">FireClick Index</a>:</p>
<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/06/fireclick-index.jpg" rel="shadowbox[post-4265];player=img;"><img class="aligncenter size-full wp-image-4266" title="fireclick-index" src="http://www.grokdotcom.com/wp-content/uploads/2009/06/fireclick-index.jpg" alt="" width="429" height="442" /></a></p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
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		<slash:comments>32</slash:comments>
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		<item>
		<title>On a Scale From 1 to 5 Surveys Stink. Here&#8217;s Why!</title>
		<link>http://www.grokdotcom.com/2009/04/30/on-a-scale-from-1-to-5-surveys-stink-heres-why/</link>
		<comments>http://www.grokdotcom.com/2009/04/30/on-a-scale-from-1-to-5-surveys-stink-heres-why/#comments</comments>
		<pubDate>Thu, 30 Apr 2009 12:21:51 +0000</pubDate>
		<dc:creator>Jeff Sexton</dc:creator>
				<category><![CDATA[Improving Conversion]]></category>
		<category><![CDATA[Marketing Rants]]></category>
		<category><![CDATA[Metrics]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[psychology]]></category>
		<category><![CDATA[rant]]></category>
		<category><![CDATA[survey]]></category>
		<category><![CDATA[Likert scales]]></category>
		<category><![CDATA[Marketing Surveys]]></category>
		<category><![CDATA[marketing-sherpa]]></category>
		<category><![CDATA[social-media-marketing]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=3811</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/04/istock_000007999044xsmall.jpg" rel="shadowbox[post-3811];player=img;"><img class="alignleft size-medium wp-image-3814" title="questionnaire and computer mouse" src="http://www.grokdotcom.com/wp-content/uploads/2009/04/istock_000007999044xsmall-200x300.jpg" alt="" width="120" height="180" /></a>You know the kind of surveys I&#8217;m talking about, the ones that ask you to <a href="http://en.wikipedia.org/wiki/Likert_scale">rate something on a scale of 1-5</a>, they are called Likert surveys.  I doubt if anyone actually likes them, but I truly loath them.  Here&#8217;s why:</p>
<ul>
<li><strong>The rating system is too clunky.</strong> Most people get&#8230;</li></ul>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/04/istock_000007999044xsmall.jpg" rel="shadowbox[post-3811];player=img;"><img class="alignleft size-medium wp-image-3814" title="questionnaire and computer mouse" src="http://www.grokdotcom.com/wp-content/uploads/2009/04/istock_000007999044xsmall-200x300.jpg" alt="" width="120" height="180" /></a>You know the kind of surveys I&#8217;m talking about, the ones that ask you to <a href="http://en.wikipedia.org/wiki/Likert_scale">rate something on a scale of 1-5</a>, they are called Likert surveys.  I doubt if anyone actually likes them, but I truly loath them.  Here&#8217;s why:</p>
<ul>
<li><strong>The rating system is too clunky.</strong> Most people get stuck between 3 and 4, usually with 4 sounding too good and 3 too wishy-washy, meaning that the results are often more indicative of a temporary mood than an honest difference.</li>
</ul>
<ul>
<li><strong>Written answers are almost always more informative than raw numbers </strong>and everyone knows it, but they&#8217;re rarely asked for.  The words people chose, the way they phrase things, what they actually comment on, what details are mentioned, all add up to a much richer insight into the psychology behind the responses.  They provide context.  But Likert scales are rarely asked in conjunction with written responses and the overwhelming preference is for Likert scales over full responses.</li>
</ul>
<ul>
<li><strong>Numbers are preferred over written answers because they&#8217;re easy &#8211; and easily averaged</strong>.  The reason organizations like Likert surveys is that the results are easily totaled and averaged.  You can express the results with mathematical certainty.  That&#8217;s harder to do with written responses.  So most organizations somehow decide that it&#8217;s better to be precisely wrong than approximately right.</li>
</ul>
<ul>
<li><strong>The mind provides misleading answers to questions of the heart.</strong> Ever noticed how most respectable psychological research &#8220;tricks&#8221; the participants.  Participants are always told the experimenter is studying or looking for one thing, when it&#8217;s really something entirely different.  This indirection is considered necessary so that the participants self-conscious desires and biases don&#8217;t taint the results.  Likert-scaled surveys almost never use this technique.  Instead they ask direct questions about participants feelings, actions, and future actions.  And as Coke&#8217;s misstep with New Coke proves, the results of these surveys simply can&#8217;t be trusted.</li>
</ul>
<ul>
<li><strong>No one bothers to write questions (and answers) in a psychologically astute manner.</strong> It usually helps to write questions and the attendant answers so that an honest response will not seem self-incriminating to the participant.  Ask a mom if she feeds her kids a lot of fast food, and you&#8217;ll probably get a false answer.  What kind of mom would answer yes?  Ask her if she frequently finds herself strapped for time and looking for food preparation and mealtime shortcuts and then follow that up with a question about the mom&#8217;s most used go-to solutions to food prep shortcuts, and you&#8217;ll get an entirely different outlook.*  Yet almost no one takes the time to do this with Likert-scaled surveys.  And so they get bullshit answers.  Go figure.</li>
</ul>
<ul>
<li><strong>The results are almost always abused</strong>.  Surveys are as easily used to bolster a prejudice or further an agenda as they are to actually shed light on a subject.  Of course, any study can fall prey to this manipulation &#8211; if you torture the data long enough, you can get it to confess to anything &#8211; but the doubly abstracted nature of Likert survey results are far more easily abused than a compilation of written survey answers.  Want an example of this and most of the previous concerns?</li>
</ul>
<p>Check out this <a href="http://www.marketingsherpa.com/article.php?ident=31174">little work of horror from Marketing Sherpa</a>.  Let&#8217;s start with their interpretation of the survey and work backwards from there.  So here&#8217;s what they think their survey indicated:</p>
<blockquote><p>&#8220;Two-thirds of marketers who work for organizations that have not used any form of social media marketing or PR consider themselves “very knowledgeable” or “somewhat knowledgeable” about this emerging strategy.  Their overconfidence in unproven ability can doom social media initiatives to failure.&#8221;</p></blockquote>
<p>And what do they base this interpretation on?  A worse-than-normal Likert-scaled survey with only 4 badly worded answers.  Marketing Sherpa didn&#8217;t provide the exact question in the post, but it was centered on the respondents&#8217; knowledge of social media marketing for organizations.  At any rate, here are the possible answers:</p>
<ol>
<li>Not knowledgeable at all</li>
<li>Not very knowledgeable</li>
<li>Somewhat knowledgeable</li>
<li>Very knowledgeable</li>
</ol>
<p>So think about it: you&#8217;re a marketer, maybe even specializing in interactive/internet marketing.  You&#8217;ve played around enough with social media to be comfortable with its dynamics and to know that most so-called social media experts aren&#8217;t, mostly because it&#8217;s an emerging field and few can claim legitimately successful social media marketing campaigns for non-entertainment or cutting-edge/sexy companies.  Then again, you know you&#8217;re no expert either.  So what do you select?</p>
<p>Not surprisingly 58% of the respondents selected &#8220;<em>Somewhat knowledgeable</em>.&#8221;  The survey basically forces you into that response unless you want to admit that you&#8217;re all but clueless about a rather important and emerging element of online marketing.  Even still, 28% of participants selected &#8220;Not very knowledgeable.&#8221; My guess is that if Marketing Sherpa had worded the choices more intelligently, avoiding the perception of self-incriminating answers, they would have had even more people falling between &#8220;not knowledgeable at all&#8221; and &#8220;somewhat knowledgeable.&#8221;</p>
<p>At any rate, the numbers show that 86% of respondents basically indicated that they are not totally clueless, but they aint all that, either.  Not exactly shocking answers given the question and possible answers.  And yet, this is the basis for Marketing Sherpa&#8217;s conclusion that the respondents were dangerously &#8220;overconfident.&#8221;  Give me a freakin&#8217; break!</p>
<p>The real lessons of this?</p>
<p>Stay away from Likert-scales.  And especially avoid them when you&#8217;re trying to gauge people&#8217;s perceptions, feelings, ambivalencies, etc.  Do the real intellectual work of crafting intelligent and nuanced essay questions.  Invite open ended responses.  Comb through the answers with eye towards <a href="http://www.mondaymorningmemo.com/?ShowMe=ThisMemo&amp;MemoID=1811">being approximately right rather than precisely wrong</a>.</p>
<p><em>* Special thanks to <a href="http://marketingtowomenonline.typepad.com/">the talented Holly Buchanon</a> for sharing the McDonald&#8217;s survey example with me.</em></p>
<p><strong><a href="http://twitter.com/home?status=RT+%40TheGrok+On+a+Scale+From+1+to+5+Surveys Stink. Here's Why!">If you enjoyed this post please consider Tweeting it please.</a></strong></p>
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		<item>
		<title>Top 10 Online Retailers by Conversion Rate: March 2009</title>
		<link>http://www.grokdotcom.com/2009/04/24/top-10-online-retailers-by-conversion-rate-march-2009/</link>
		<comments>http://www.grokdotcom.com/2009/04/24/top-10-online-retailers-by-conversion-rate-march-2009/#comments</comments>
		<pubDate>Fri, 24 Apr 2009 09:53:36 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[B2C]]></category>
		<category><![CDATA[Conversion Rates]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Retail]]></category>
		<category><![CDATA[benchmarks]]></category>
		<category><![CDATA[e-commerce]]></category>
		<category><![CDATA[conversion rate]]></category>
		<category><![CDATA[Ecommerce]]></category>
		<category><![CDATA[top 10]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=3775</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" rel="shadowbox[post-3775];player=img;"><img class="alignleft size-thumbnail wp-image-2808" title="top-10-converting-websites" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" alt="" width="58" height="150" /></a>Here are the top 10 converting websites for March 2009*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion. Conversion-rate data is based on visitor conversion rates, not session conversion rates: i.e., No. of unique customers/No. of unique visitors.</p>
<p>1. <a href="http://www.schwans.com/">Schwan&#8217;s</a> 50.5<br />
2. <a href="http://www.ftd.com">FTD</a> 27.2<br />
3. <a href="http://www.proflowers.com">ProFlowers</a> 24.3<br />
4. <a href="http://www.vitacost.com">Vitacost.com</a> 23.7<br />
5.&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" rel="shadowbox[post-3775];player=img;"><img class="alignleft size-thumbnail wp-image-2808" title="top-10-converting-websites" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" alt="" width="58" height="150" /></a>Here are the top 10 converting websites for March 2009*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion. Conversion-rate data is based on visitor conversion rates, not session conversion rates: i.e., No. of unique customers/No. of unique visitors.</p>
<p>1. <a href="http://www.schwans.com/">Schwan&#8217;s</a> 50.5<br />
2. <a href="http://www.ftd.com">FTD</a> 27.2<br />
3. <a href="http://www.proflowers.com">ProFlowers</a> 24.3<br />
4. <a href="http://www.vitacost.com">Vitacost.com</a> 23.7<br />
5. <a href="http://www.womanwithin.com">Woman Within</a> 22.7<br />
6. <a href="http://www.roamans.com">Roaman&#8217;s</a> 21.1<br />
7. <a href="http://www.ColdwaterCreek.com">ColdWater Creek</a> 20.0<br />
8. <a href="http://www.eddiebauer.com">Eddie Bauer</a> 19.3<br />
9. <a href="http://www.blair.com">Blair.com</a> 20.20<br />
10. <a href="http://www.qvc.com">QVC</a> 17.30</p>
<p><em>*<a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-march-2009-8854/?utm_campaign=rssfeed&amp;utm_source=mc&amp;utm_medium=textlink">Source:</a> Nielsen Online / Marketing Charts</em></p>
<h2>Additional March Retail Benchmarks:</h2>
<p>The online retail sector in general registered an encouraging increase in ecommerce activities in March 2009 compared to February 2009 (month over month) but down compared to March 2008 (year over year).</p>
<blockquote><p>&#8220;<em>Consumers who shopped online in March purchased nearly 12.0 percent more items compared to the previous month, while the average dollar value increased by more than 4.0 percent, suggesting that not only were consumers buying more items online, they were actually spending more money on average than they had just the month before. </em></p>
<p><em>Unsurprisingly, year-over-year retail metrics for March remain down across the board compared to March 2008. The average number of items per order, average order value and shopping cart conversion all fell significantly—8.1 percent, 6.3 percent and 3.4 percent respectively—compared to March 2008.</em>&#8220;</p></blockquote>
<p>Page Views Per Session 11.39<br />
Average Time on Site (in seconds) 476.13<br />
Average Items/Order 5.82<br />
Average Order Value  	         $143.93<br />
Shopping Cart Conversion Rate 34.52%<br />
Shopping Cart Abandonment  65.48%</p>
<p>* <a href="http://www.coremetrics.com/downloads/coremetrics-benchmark-industry-report-2009-03-us.pdf">Source</a>: Coremetrics LIVEmark Benchmarks US (PDF) &#8211; <a href="http://www.coremetrics.co.uk/downloads/coremetrics-benchmark-report-uk-retail-2009-03.pdf">UK benchmarks</a> PDF available.</p>
<p><a href="http://www.coremetrics.com/solutions/benchmarking.php">Coremetrics LIVEmark</a> leverages aggregate performance data across more than 300 participating brands to deliver over 35 benchmark metrics addressing performance indicators such as campaign and channel effectiveness, site stickiness and conversion rates.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
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		<slash:comments>18</slash:comments>
		</item>
		<item>
		<title>Dirty Diapers, Shame and Web Analytics</title>
		<link>http://www.grokdotcom.com/2009/04/14/dirty-diapers-shame-and-web-analytics/</link>
		<comments>http://www.grokdotcom.com/2009/04/14/dirty-diapers-shame-and-web-analytics/#comments</comments>
		<pubDate>Tue, 14 Apr 2009 12:31:55 +0000</pubDate>
		<dc:creator>Jeffrey Eisenberg</dc:creator>
				<category><![CDATA[Accountable Marketing]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Search Engine Marketing]]></category>
		<category><![CDATA[Web Analytics]]></category>
		<category><![CDATA[survey]]></category>
		<category><![CDATA[#wa]]></category>
		<category><![CDATA[Omniture]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=3606</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/04/8251019.jpg" rel="shadowbox[post-3606];player=img;"><img class="alignleft size-thumbnail wp-image-3607" title="8251019" src="http://www.grokdotcom.com/wp-content/uploads/2009/04/8251019-82x150.jpg" alt="" width="82" height="150" /></a>Kudos to Omniture for posting “<a href="http://blogs.omniture.com/2009/04/13/survey-search-marketers-underutilizing-sophisticated-metrics/">Survey: Search Marketers Underutilizing Sophisticated Metrics</a>.” It takes guts to stop applauding customers and share some tough love.</p>
<p>According to the Omniture survey:</p>
<ul>
<li>Marketers picked cost per click and click through rate as among their top metrics to optimize search campaigns instead of deeper metrics such as&#8230;</li></ul>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/04/8251019.jpg" rel="shadowbox[post-3606];player=img;"><img class="alignleft size-thumbnail wp-image-3607" title="8251019" src="http://www.grokdotcom.com/wp-content/uploads/2009/04/8251019-82x150.jpg" alt="" width="82" height="150" /></a>Kudos to Omniture for posting “<a href="http://blogs.omniture.com/2009/04/13/survey-search-marketers-underutilizing-sophisticated-metrics/">Survey: Search Marketers Underutilizing Sophisticated Metrics</a>.” It takes guts to stop applauding customers and share some tough love.</p>
<p>According to the Omniture survey:</p>
<ul>
<li>Marketers picked cost per click and click through rate as among their top metrics to optimize search campaigns instead of deeper metrics such as return on ad spend, cost per customer (or sale) or profit per order</li>
<li>43 percent of e-commerce respondents do not know how to accurately measure profit per customer (or order)</li>
<li>67 percent of respondents indicated not having enough time to effectively manage campaigns as their top issue in search marketing, while only 35 percent use an automated bidding solution</li>
</ul>
<p>Are you surprised? <a href="http://www.grokdotcom.com/2008/10/27/7-deadly-sins-of-web-analytics/">We aren’t</a>; check out the <a title="Permanent Link to 7 Deadly Sins of Web Analytics" rel="bookmark" href="../2008/10/27/7-deadly-sins-of-web-analytics/">7 Deadly Sins of Web Analytics</a>.</p>
<p>Every day leading companies strut their James-Bond-cool stuff, showing off their sophisticated tools and fancy talk about ROI.</p>
<p>It’s hard to take them seriously knowing that underneath that James Bond tuxedo their diapers are soiled.</p>
<p>In 1998 we were frustrated because companies didn’t understand their conversion rates. In 2009 we remain frustrated.</p>
<p>Much less than 1% of the thousands of companies we’ve spoken with are the exception.</p>
<p>Do you have any insight as to why marketers remain enamored of the shiny new object but reject focusing on the fundamentals?</p>
<p style="text-align: center;">___________________________________</p>
<p>P.S. Josh James, the CEO of <a href="http://www.omniture.com/">Omniture</a>, in <a href="http://www.ecommercetimes.com/story/39238.html?wlc=1220957467">January of 2005</a> said “Web analytics can pay for itself with a single business improvement — so the real question is <strong>how quickly can companies make data-driven decisions</strong>? This willingness to change will ultimately dictate time to ROI.”</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
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		<title>Top 10 Online Retailers by Conversion Rate: February 2009</title>
		<link>http://www.grokdotcom.com/2009/03/18/top-10-online-retailers-by-conversion-rate-february-2009/</link>
		<comments>http://www.grokdotcom.com/2009/03/18/top-10-online-retailers-by-conversion-rate-february-2009/#comments</comments>
		<pubDate>Wed, 18 Mar 2009 10:30:39 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[B2C]]></category>
		<category><![CDATA[Conversion Rates]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Retail]]></category>
		<category><![CDATA[benchmarks]]></category>
		<category><![CDATA[e-commerce]]></category>
		<category><![CDATA[Ecommerce]]></category>
		<category><![CDATA[top 10]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=3286</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" mce_href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" rel="shadowbox[post-3286];player=img;"><img class="alignleft size-thumbnail wp-image-2808" title="top-10-converting-websites" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" mce_src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" alt="" height="150" width="58"/></a>Here are the top 10 converting websites for February 2009*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion. Conversion-rate data is based on visitor conversion rates, not session conversion rates: i.e., No. of unique customers/No. of unique visitors.</p>
<p>1. <a href="http://www.schwans.com/" mce_href="http://www.schwans.com/">Schwan&#8217;s</a> 42.10<br />
2. <a href="http://www.proflowers.com" mce_href="http://www.proflowers.com">ProFlowers</a> 36.50<br />
3. <a href="http://www.quixtar.com" mce_href="http://www.quixtar.com">Quixtar</a> 33.20<br />
4. <a href="http://www.vitacost.com" mce_href="http://www.vitacost.com">Vitacost.com</a> 28.90<br />
5.&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" mce_href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" rel="shadowbox[post-3286];player=img;"><img class="alignleft size-thumbnail wp-image-2808" title="top-10-converting-websites" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" mce_src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" alt="" height="150" width="58"></a>Here are the top 10 converting websites for February 2009*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion. Conversion-rate data is based on visitor conversion rates, not session conversion rates: i.e., No. of unique customers/No. of unique visitors.</p>
<p>1. <a href="http://www.schwans.com/" mce_href="http://www.schwans.com/">Schwan&#8217;s</a> 42.10<br />
2. <a href="http://www.proflowers.com" mce_href="http://www.proflowers.com">ProFlowers</a> 36.50<br />
3. <a href="http://www.quixtar.com" mce_href="http://www.quixtar.com">Quixtar</a> 33.20<br />
4. <a href="http://www.vitacost.com" mce_href="http://www.vitacost.com">Vitacost.com</a> 28.90<br />
5. <a href="http://www.womanwithin.com" mce_href="http://www.womanwithin.com">Woman Within</a> 24.20<br />
6. <a href="http://www.llbean.com" mce_href="http://www.llbean.com">LL Bean.com</a> 20.40<br />
7. <a href="http://www.officedepot.com" mce_href="http://www.officedepot.com">Office Depot</a> 20.30<br />
8. <a href="http://www.tickets.com" mce_href="http://www.tickets.com">Tickets.com</a> 20.20<br />
9. <a href="http://www.1800Flowers.com" mce_href="http://www.1800Flowers.com">1800Flowers</a> 17.30<br />
10. <a href="http://www.qvc.com" mce_href="http://www.qvc.com">QVC</a> 17.10</p>
<p><i>*<a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-february-2009-8349/" mce_href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-february-2009-8349/">Source</a>: Nielsen Online / Marketing Charts</i></p>
<h2>Additional February Retail Benchmarks:</h2>
<p>The online retail sector in general registered dramatic drops in ecommerce activities in February 2009 compared to January 2009 (month over month) and February 2008 (year over year).</p>
<blockquote><p>&#8220;<i>Gifts retailers and Jewelers—both traditional winners on Valentine’s Day—reported 23 percent and 15 percent increases in order sessions respectively. However, the average dollar value of those orders did not match these increases, with a modest increase of 4 percent for gifts retailers and a decrease of 14.3 percent for jewelers. These numbers illustrate that even on those occasions when consumers want to spend, they are spending in a more restrained fashion than in the past</i>.&#8221;</p>
</blockquote>
<p>Page Views Per Session 11.70<br />
Product Page Views Per Session 3.17<br />
Average Time on Site (in seconds) 481.05<br />
Average Items/Order 5.21<br />
Average Order Value  	$138.27<br />
Shopping Cart Conversion Rate 34.39%<br />
Shopping Cart Abandonment  65.61%<br />
New Visitor Conversion Rate 2.00%<br />
On-site Search Session 17.6%</p>
<p>* <a href="http://www.coremetrics.com/downloads/coremetrics-benchmark-industry-report-2009-02-us.pdf" mce_href="http://www.coremetrics.com/downloads/coremetrics-benchmark-industry-report-2009-02-us.pdf">Source</a>: Coremetrics LIVEmark Benchmarks US (PDF) &#8211; <a href="http://www.coremetrics.co.uk/downloads/coremetrics-benchmark-industry-report-2009-01-uk.pdf" mce_href="http://www.coremetrics.co.uk/downloads/coremetrics-benchmark-industry-report-2009-01-uk.pdf">UK benchmarks</a> PDF available.</p>
<p><a href="http://www.coremetrics.com/solutions/benchmarking.php" mce_href="http://www.coremetrics.com/solutions/benchmarking.php">Coremetrics LIVEmark</a> leverages aggregate performance data across more than 300 participating brands to deliver over 35 benchmark metrics addressing performance indicators such as campaign and channel effectiveness, site stickiness and conversion rates.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<title>Top 10 Online Retailers by Conversion Rate: January 2009</title>
		<link>http://www.grokdotcom.com/2009/02/20/top-10-online-retailers-by-conversion-rate-january-2009/</link>
		<comments>http://www.grokdotcom.com/2009/02/20/top-10-online-retailers-by-conversion-rate-january-2009/#comments</comments>
		<pubDate>Fri, 20 Feb 2009 11:42:52 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Conversion Rates]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Retail]]></category>
		<category><![CDATA[benchmarks]]></category>
		<category><![CDATA[e-commerce]]></category>
		<category><![CDATA[CoreMetrics LiveMark]]></category>
		<category><![CDATA[Ecommerce]]></category>
		<category><![CDATA[Nielsen/NetRatings]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=2973</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" rel="shadowbox[post-2973];player=img;"><img class="alignleft size-thumbnail wp-image-2808" title="top-10-converting-websites" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" alt="" width="58" height="150" /></a>Here are the top 10 converting websites for January 2009*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion. Conversion-rate data is based on visitor conversion rates, not session conversion rates: i.e., No. of unique customers/No. of unique visitors.</p>
<p>1. <a href="http://www.schwans.com/">Schwan&#8217;s</a> 52.50<br />
2. <a href="http://www.proflowers.com">ProFlowers</a> 27.30<br />
3. <a href="http://www.quixtar.com">Quixtar</a> 22.40<br />
4. <a href="http://www.blair.com">Blair.com</a> 21.80<br />
5.&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" rel="shadowbox[post-2973];player=img;"><img class="alignleft size-thumbnail wp-image-2808" title="top-10-converting-websites" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" alt="" width="58" height="150" /></a>Here are the top 10 converting websites for January 2009*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion. Conversion-rate data is based on visitor conversion rates, not session conversion rates: i.e., No. of unique customers/No. of unique visitors.</p>
<p>1. <a href="http://www.schwans.com/">Schwan&#8217;s</a> 52.50<br />
2. <a href="http://www.proflowers.com">ProFlowers</a> 27.30<br />
3. <a href="http://www.quixtar.com">Quixtar</a> 22.40<br />
4. <a href="http://www.blair.com">Blair.com</a> 21.80<br />
5. <a href="http://www.officedepot.com">Office Depot </a> 21.10<br />
6. <a href="http://www.vitacost.com">Vitacost.com</a> 20.40<br />
7. <a href="http://www.DrsFosterSmith.com">DrsFosterSmith.com </a> 20.30<br />
8. <a href="http://www.ftd.com">FTD.com</a> 20.20<br />
9. <a href="http://www.Amazon.com">Amazon</a> 17.20<br />
10. <a href="http://www.cdw.com">CDW</a> 16.90</p>
<p><em>*<a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-january-2009-8018/?utm_campaign=rssfeed&amp;utm_source=mc&amp;utm_medium=textlink">Source</a>: Nielsen Online / Marketing Charts</em></p>
<p>This month big surprise came from first time on this list Schwan&#8217;s. Not sure if everyone should themselves compare to online grocery merchants.</p>
<h2>Additional January Retail Benchmarks:</h2>
<p>January was a month of casual browsing but limited buying across the online retail sector. The number of sessions in which consumers actually completed an order was down sharply by 21%.  Specialty retailers reported a 56 percent drop in order sessions, the largest decrease of any retail category tracked by Coremetrics.</p>
<p>Page Views Per Session 11.83<br />
Product Page Views Per Session 3.24<br />
Average Time on Site (in seconds) 504.59<br />
Average Items/Order 5.95<br />
Average Order Value  	$132.57<br />
Shopping Cart Conversion Rate 33.80%<br />
Shopping Cart Abandonment  66.20%<br />
New Visitor Conversion Rate 2.02%<br />
On-site Search Session 17.94%</p>
<p>* <a href="http://www.coremetrics.com/downloads/coremetrics-benchmark-industry-report-2009-01-us.pdf">Source</a>: Coremetrics LIVEmark Benchmarks US (PDF) &#8211; <a href="http://www.coremetrics.co.uk/downloads/coremetrics-benchmark-industry-report-2009-01-uk.pdf">UK benchmarks</a> PDF available.</p>
<p><a href="http://www.coremetrics.com/solutions/benchmarking.php">Coremetrics LIVEmark</a> leverages aggregate performance data across more than 300 participating brands to deliver over 35 benchmark metrics addressing performance indicators such as campaign and channel effectiveness, site stickiness and conversion rates.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<title>The Really Missing &#8220;Online Voice of Customer&#8221; Manual (Part 1)</title>
		<link>http://www.grokdotcom.com/2009/02/17/the-really-missing-online-voice-of-customer-manual-part-1/</link>
		<comments>http://www.grokdotcom.com/2009/02/17/the-really-missing-online-voice-of-customer-manual-part-1/#comments</comments>
		<pubDate>Tue, 17 Feb 2009 21:28:49 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Improving Conversion]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[survey]]></category>
		<category><![CDATA[4Q]]></category>
		<category><![CDATA[feedback]]></category>
		<category><![CDATA[foresee]]></category>
		<category><![CDATA[getsatisfaction]]></category>
		<category><![CDATA[iPerceptions]]></category>
		<category><![CDATA[kamplyle]]></category>
		<category><![CDATA[opinionlab]]></category>
		<category><![CDATA[surveys]]></category>
		<category><![CDATA[voc]]></category>
		<category><![CDATA[voice of customer]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=2952</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/02/voice-of-customer.jpg" rel="shadowbox[post-2952];player=img;"><img class="alignleft size-thumbnail wp-image-2957" title="voice-of-customer" src="http://www.grokdotcom.com/wp-content/uploads/2009/02/voice-of-customer-115x150.jpg" alt="" width="115" height="150" /></a>Yesterday, I posted the <a href="http://www.grokdotcom.com/2009/02/16/the-missing-google-analytics-manual/">Missing Google Analytics Manual</a>. That was relatively easy to put together since there are so many wonderful resources already written about it. However, as I tried to put together this post, I realized a real gap in the knowledge base available. I&#8217;ll be posting this as&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/02/voice-of-customer.jpg" rel="shadowbox[post-2952];player=img;"><img class="alignleft size-thumbnail wp-image-2957" title="voice-of-customer" src="http://www.grokdotcom.com/wp-content/uploads/2009/02/voice-of-customer-115x150.jpg" alt="" width="115" height="150" /></a>Yesterday, I posted the <a href="http://www.grokdotcom.com/2009/02/16/the-missing-google-analytics-manual/">Missing Google Analytics Manual</a>. That was relatively easy to put together since there are so many wonderful resources already written about it. However, as I tried to put together this post, I realized a real gap in the knowledge base available. I&#8217;ll be posting this as an ongoing series, that I might turn into a best practices whitepaper.</p>
<p>The &#8220;Voice of the Customer&#8221; (VOC), can be obtained in many                               ways: surveys, reviews, customer requests, interviews,  focus groups, field reports, etc. In order to find those golden nuggets that can lead to improvement you need to start with the segment of customers that <strong>like you the least</strong>.</p>
<p>In the first case, those that like you the least are more likely to be biased in their observations; that is, there are of course people who actively dislike your company or products or services, though the stronger they feel so the less likely they will respond to a VOC appeal anyway. Rather, those responding to a VOC appeal would be those who &#8220;unlike&#8221; you: they&#8217;ll be quasi-neutral, perhaps ticked-off at some silly thing you&#8217;ve done, a mild dislike at worst. Thus, they will also tend to improve their feelings toward you as soon as you engage in an attempt to listen to them, and you&#8217;ve given them a chance to vent. Especially about stuff that you&#8217;re blind to. So VOC surveys that are meant to reinforce what you think or feel without some a mechanism for real painful insights into your systems&#8217; flaws tend to not yield much benefit.</p>
<p>Voice of customer programs have picked up in adoption in the last couple of years, especially in the last twelve months with free options like 4Q, Kampyle, and GetSatisfaction. Of course you can also use tools like surveymonkey, zoomerang and others to launch surveys as well. Paid options include Foresee, iPerceptions and Opinion Labs.</p>
<p>Since there are so many tools already available, I am going to ignore issues involving &#8220;setup&#8221; of a VOC solution, and start instead with an exploration of various invitation-to-participate options.</p>
<p><strong>Option 1: Intercept on Arrival</strong> &#8211; This approach is meant to engage visitors before they interact with your website and have any set expectations. The way this gets launched is typically by some random sample (although I am still seeing too many sites using this on 100% of their visitors &#8211; and that is a bad practice) and it presents an invitation to provide feedback after they finish their experience on the website. This can be felt as intrusive to a segment of your audience, especially repeat visitors if the survey invitation keeps popping up (because the cookies that are set were not found again). 4Q works this way. 4Q&#8217;s research has shown an increase in conversion and brand impression by using VOC with this method. It would seem to indicate that a website that is listening to its audience seems to instill greater trust in the brand, or at least  it gains more from the listening than it generates in additional irritation from the &#8220;in-your-face&#8221; interception.</p>
<p><strong>Option 2: Intercept on Action/Behavior</strong> &#8211; This approach offers survey recipients to engage with a survey based on their previous actions on the website. An example could be launching a survey when someone abandons a shopping cart. These surveys are insightful only towards that limited task and not your audience as a whole, but may provide you with tactical and actionable recommendation on resolving particular task issues encountered. This is can also feel intrusive, and if someone is already dissatisfied with a brand interaction and you pop-up this survey it may feel like rubbing salt into the wound. When it&#8217;s done, it has to be implemented with the lightest of touches.</p>
<p><strong>Option 3: Passive</strong> &#8211; While a passive invitation is non-intrusive to the customer experience, it tends to favor toward those who favor actively providing feedback. Often you will find this as a embedded link, a wdiget in the corner of a page, etc. People who have had a negative experience tend to be the ones who seek out these feedback mechanisms, and are usually used to deal with more tactical issues that occur on the page level. Those who have had positive experiences tend to not leave as much feedback with this method, which causes us to often misunderstand the size and scope of the issue. Response rates tend to be lowest in this format. There&#8217;s also <strong>a sample bias towards buying modality</strong>, insofar as Humanistic personas will make up a larger proportion of this response group as compared to your general audience.</p>
<p>Each of the above options is viable; they are all worthwhile tools for the right job. The important piece to remember is that web analytics is meant to show us the what has happened and VOC is intended to help illuminate why. This is the reason it is important to tie analytics and VOC tools together. Voice of customer is driven by the need to have actual customer feedback woven into your future customer interactions. You can also collect feedback based on what people click and interact with on your website as well (think buttons in a flash demo, filling in a calculator, etc).</p>
<p>The reason we want to collect this information is because we want our customers to have greater satisfaction, an improved experience, and a visit where they achieve what they came to accomplish. The insights provided by VOC should help us in our continuous improvement efforts by helping us align our goals with the customers&#8217; goals and identifying possible friction points.</p>
<p>Voice of the Customer programs are meant to <strong>capture the open-ended dialog</strong>, because that is where we often see the deeper insights. Like every analytics approach, you gain the most when you can segment by areas that you have already identified as potential weak points through the use of other analytics metrics or usability studies.</p>
<p>In fact, <a href="http://www.businesswire.com/portal/site/google/?ndmViewId=news_view&amp;newsId=20090217005805&amp;newsLang=en">4Q has just released some segmentation features</a> to their free survey tool and plan on adding additional ones (full disclosure: I am an advisor to iPerceptions, the company behind 4Q). You can also do this by offering a segment-specific survey at a given point in their experience using one of the appraoches outlined earlier in this article observe what possible solutions to the problem may be uncovered.</p>
<p>Next post I&#8217;ll cover research design and what kind of questions are best to ask.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<item>
		<title>Top 10 Online Retailers by Conversion Rate: December 2008</title>
		<link>http://www.grokdotcom.com/2009/01/28/top-10-online-retailers-by-conversion-rate-december-2008/</link>
		<comments>http://www.grokdotcom.com/2009/01/28/top-10-online-retailers-by-conversion-rate-december-2008/#comments</comments>
		<pubDate>Wed, 28 Jan 2009 13:32:37 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Conversion Rates]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Retail]]></category>
		<category><![CDATA[e-commerce]]></category>
		<category><![CDATA[benchmarks]]></category>
		<category><![CDATA[CoreMetrics LiveMark]]></category>
		<category><![CDATA[Ecommerce]]></category>
		<category><![CDATA[Nielsen/NetRatings]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=2780</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" rel="shadowbox[post-2780];player=img;"><img class="alignleft size-thumbnail wp-image-2808" title="top-10-converting-websites" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" alt="" width="58" height="150" /></a>Here are the top 10 converting websites for December 2008*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion. Conversion-rate data is based on visitor conversion rates, not session conversion rates: i.e., No. of unique customers/No. of unique visitors.</p>
<p>1. <a href="http://www.proflowers.com/">ProFlowers</a> 31.1%<br />
2. <a href="http://www.llbean.com/">LL Bean</a> 25.7%<br />
3. <a href="http://www.Amazon.com">Amazon</a> 23.7%<br />
4.&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites.jpg" rel="shadowbox[post-2780];player=img;"><img class="alignleft size-thumbnail wp-image-2808" title="top-10-converting-websites" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/top-10-converting-websites-58x150.jpg" alt="" width="58" height="150" /></a>Here are the top 10 converting websites for December 2008*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion. Conversion-rate data is based on visitor conversion rates, not session conversion rates: i.e., No. of unique customers/No. of unique visitors.</p>
<p>1. <a href="http://www.proflowers.com/">ProFlowers</a> 31.1%<br />
2. <a href="http://www.llbean.com/">LL Bean</a> 25.7%<br />
3. <a href="http://www.Amazon.com">Amazon</a> 23.7%<br />
4. <a href="http://www.VitaCost.com">VitaCost</a> 23.0%<br />
5. <a href="http://www.ColdwaterCreek.com">Coldwater Creek</a> 22.4%<br />
6. <a href="http://www.qvc.com/">QVC</a> 21.1%<br />
7. <a href="http://www.roamans.com/">Roamans</a> 20.4%<br />
8. <a href="http://www.officedepot.com/">Office Depot</a> 20.2%<br />
9. <a href="http://www.landsend.com">LandsEnd</a> 19.3%<br />
10. <a href="http://www.victoriassecret.com/">Victoria&#8217;s Secret</a> 19.2%</p>
<p><em>*<a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-december-2008-7674/">Source</a>: Nielsen Online / Marketing Charts</em></p>
<h2>Additional December Retail Benchmarks:</h2>
<p>According to Coremetrics Benchmark, the percentage of website visits that ended up with product orders increased by 23% from November to December and fell by 2.4% compared to December, 2007. The average number of items per order and average order value fell by 19% and 11% compared to November and by 2% and 3% compared to last year.</p>
<p>Page Views Per Session 12.01<br />
Product Page Views Per Session 2.99<br />
Average Time on Site (in seconds) 503.01<br />
Average Items/Order 4.76<br />
Average Order Value  	$124.48<br />
Shopping Cart Conversion Rate 38.16%<br />
Shopping Cart Abandonment  61.84%<br />
New Visitor Conversion Rate 2.69%<br />
On-site Search Session 18.97%</p>
<p>* <a href="http://www.coremetrics.com/downloads/coremetrics-benchmark-industry-report-2008-12-us.pdf">Source</a>: Coremetrics LIVEmark Benchmarks US (PDF) &#8211; <a href="http://www.coremetrics.co.uk/downloads/coremetrics-benchmark-industry-report-2008-12-uk.pdf">UK benchmarks</a> PDF available.</p>
<p><a href="http://www.coremetrics.com/solutions/benchmarking.php">Coremetrics LIVEmark</a> leverages aggregate performance data across more than 300 participating brands to deliver over 35 benchmark metrics addressing performance indicators such as campaign and channel effectiveness, site stickiness and conversion rates.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
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		<slash:comments>22</slash:comments>
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		<title>On CMOs, Customer Service, and Birthing Elephants</title>
		<link>http://www.grokdotcom.com/2009/01/28/on-cmos-customer-service-and-birthing-elephants/</link>
		<comments>http://www.grokdotcom.com/2009/01/28/on-cmos-customer-service-and-birthing-elephants/#comments</comments>
		<pubDate>Wed, 28 Jan 2009 09:09:48 +0000</pubDate>
		<dc:creator>Howard Kaplan</dc:creator>
				<category><![CDATA[Accountable Marketing]]></category>
		<category><![CDATA[Consumer-Generated Content]]></category>
		<category><![CDATA[Customer Reviews]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[ROI Marketing]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Web Analytics]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=2799</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/behemoth.jpg" rel="shadowbox[post-2799];player=img;"><img class="size-medium wp-image-2803 alignleft" title="behemoth" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/behemoth-238x300.jpg" alt="" width="238" height="300" /></a></p>
<p>If you&#8217;ve been to one of our trainings over the past few years, or seen any of us present at a conference, you&#8217;ve probably heard the line about the average tenure of a Chief Marketing Officer being less than the gestation period of an elephant.  Well, it&#8217;s time for&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2009/01/behemoth.jpg" rel="shadowbox[post-2799];player=img;"><img class="size-medium wp-image-2803 alignleft" title="behemoth" src="http://www.grokdotcom.com/wp-content/uploads/2009/01/behemoth-238x300.jpg" alt="" width="238" height="300" /></a></p>
<p>If you&#8217;ve been to one of our trainings over the past few years, or seen any of us present at a conference, you&#8217;ve probably heard the line about the average tenure of a Chief Marketing Officer being less than the gestation period of an elephant.  Well, it&#8217;s time for some new material.  New research from <a href="http://www.spencerstuart.com" target="_blank">executive search firm Spencer Stuart</a> shows that CMOs are making it into their 3rd year with the same organization, on average, based on a review of the 100 most advertised brands in the U.S.</p>
<p>The <a href="http://adage.com/cmostrategy/" target="_blank">CMO Strategy column</a> in Ad-age does a good job postulating why <a href="http://adage.com/cmostrategy/article?article_id=134078" target="_blank">CMO tenure is rising</a>, and soliciting feedback from the folks who put together the research for Spencer Stuart, as well as a few who currently hold the position of their firms marketing top dog.  I&#8217;m encouraged to see most interviewed recognizing the (necessary) <strong>shifting role towards more accountable marketing- establishing hard measures of success and utilizing Analytics tools to help achieve the organization&#8217;s underlying objectives</strong>:</p>
<blockquote><p>&#8220;Elisabeth Charles, who starts a new post as CMO of Petco in mid-February, also credits analytics and measurable results for the increased tenure. &#8220;You see a lot more folks doing marketing ROI studies, using more direct marketing that can be measured and shows a payback, as well as really scrutinizing the balance of brand investment vs. traffic or sales driving initiatives.&#8221;</p></blockquote>
<p>Ms. Charles goes on to point out an area that has improved but &#8220;is still highly underleveraged&#8221;, that of utilizing technology &amp; tools to better tap into consumer insights- listening to the voice of the customer.  Interesting she brings that up, as it dovetails with a another piece of research on CMOs, <em>seemingly far more negative.</em></p>
<p>Bestselling author Scott McKain (<a href="http://twitter.com/scottmckain" target="_blank">@scottmckain</a>) points to a new study by the CMO Council, and <a href="http://mckainviewpoint.com/?p=508">opines</a>:</p>
<blockquote><p>&#8220;While we often first point the finger at the Chief Financial Officer as being disconnected from customers, the truly shocking part of the study is that it is the <strong>Chief Marketing Officer</strong> who fails to listen to, <em>and learn from</em>, the very people they are marketing to!&#8221;</p></blockquote>
<p>Now before you get all hot and bothered by Scott&#8217;s comments, he&#8217;s simply reacting to the CMO Council&#8217;s published statistics.  <a href="http://www.mediapost.com/publications/?fa=Articles.san&amp;s=99019&amp;Nid=51541&amp;p=994595" target="_blank">MediaPost spoke with the Executive Director of the CMO Council</a>, Donovan Neale-May, and when you understand the lens through which he views the role of CMO, it makes sense why he&#8217;s led Scott to the conclusion above.</p>
<p>Donovan defines the CMOs most critical role as &#8220;<strong>owning </strong><span class="articleText"><strong>every facet of listening, learning, interacting, engaging, and optimizing the relationship with the customer</strong>, and understanding where the attrition, pain and aggravation is, and doing this in real time.&#8221;  I like that definition, although I&#8217;d offer we need to add an explicit benefit/outcome- optimizing the relationship with the customer, to what end?  As long as it&#8217;s help them achieve their goals, and by extension, our business goals, I&#8217;m on board.  Doing so also reminds ourselves of our responsibility to our organization to be <em>new age accountable marketers </em> <img src='http://www.grokdotcom.com/wp-includes/images/smilies/icon_smile.gif' alt=':)' class='wp-smiley' />   I digress.<br />
</span></p>
<blockquote><p><span class="articleText">&#8220;Neale-May argues that the study shows that <strong>marketers tend to view customer services reactively, as a function for resolving a problem, not enough as an opportunity to engage or interact.</strong> Only about 37% of companies surveyed gather customer insight from customer engagement situations, per the firm. Only 15% use such situations to identify and cultivate potential customer champions and advocates. Only a third reported that they look for ways to turn problems into new sales opportunities, and only 16% introduce new products or services to further monetize the relationship.&#8221;</span></p></blockquote>
<p>Apparently this research seems to validate what Elisabeth Charles expressed in her Ad-age quote, underleveraged indeed.</p>
<p>However, I think these two pieces of research, taken out of context, simply show (or aim to show) extremes on a continuum.  This shouldn&#8217;t be a sky-is-falling blog post, there&#8217;s good news and opportunity here.  As a marketing community as a whole, there&#8217;s still plenty of room for growth, but collectively *I think* we&#8217;re improving.  I look at brands like Comcast (with Frank <a href="http://twitter.com/comcastcares">@ComcastCares</a>), Dell (<a href="http://twitter.com/richardatdell">@RichardAtDell</a>), JetBlue (<a href="http://twitter.com/jetblue">@JetBlue</a>), Southwest Airlines (<a href="http://twitter.com/southwestair">@SouthwestAir</a>) as signs of a positive trend.  I look at service providers like <a href="http://www.bazaarblog.com/2009/01/27/brandvoice-wins-shoporg-innovation-contest-all-about-roi/">BazaarVoice</a>, who not only get it themselves, but can be legitimate resources to helping their client organizations improve their efforts to better listen and serve their customers.  I look at CMOs like Barry Judge (<a href="http://barryjudge.com">BestBuy</a>), Sam Decker (<a href="http://www.bazaarevoice.com">BazaarVoice</a>), Patrick Moran (<a href="http://www.mzinga.com">Mzinga</a>) who are clear examples of accountable marketers, who know the value of (and have the discipline to) measure success and continually optimize, not to mention constantly listen, learn &amp; interact with their customers.  These signs point me to this trend accelerating in the future, despite the current research.  I choose to see the glass half full, although I know,<strong> hope is not a strategy.</strong></p>
<p>All that said, I can be as optimistic as I choose to be, but I&#8217;d much rather listen to the marketing practitioners themselves, you guys out there with your feet on the street.</p>
<ul>
<li>Do you see a shift in your organization towards aligning your business objectives with your customers?</li>
<li>Do you see the Marketing group and the Sales groups breaking down silo walls and collaborating on the same performance goals?</li>
<li>Are you finding service providers and tool makers who help you leverage the social web to get closer to your audience, to better understand them, and to better service them?</li>
</ul>
<p>If so, we&#8217;d love to listen and learn from you, so please share with your community here and don&#8217;t be a stranger.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<slash:comments>3</slash:comments>
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		<item>
		<title>Are Web Analytics Helping You? &#8211; Survey</title>
		<link>http://www.grokdotcom.com/2008/12/14/are-web-analytics-helping-you/</link>
		<comments>http://www.grokdotcom.com/2008/12/14/are-web-analytics-helping-you/#comments</comments>
		<pubDate>Sun, 14 Dec 2008 23:22:02 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Improving Conversion]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Web Analytics]]></category>
		<category><![CDATA[Website Optimization]]></category>
		<category><![CDATA[survey]]></category>
		<category><![CDATA[marketing in action]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/?p=2429</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2008/12/xray.jpg" rel="shadowbox[post-2429];player=img;"><img class="alignleft size-thumbnail wp-image-2437" title="xray" src="http://www.grokdotcom.com/wp-content/uploads/2008/12/xray-150x99.jpg" alt="" width="150" height="99" /></a>Web analytic tools are like having your own MRI, X-ray &#38; CAT scan machine all rolled up in one.</p>
<p><a href="http://www.grokdotcom.com/marketinganalytics1208/index.htm">The challenge of web analytics</a> is that while many of the tools are great at presenting the symptoms you still have to diagnose yourself.</p>
<p>Go ahead and ask any physician how sites like WebMD&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/2008/12/xray.jpg" rel="shadowbox[post-2429];player=img;"><img class="alignleft size-thumbnail wp-image-2437" title="xray" src="http://www.grokdotcom.com/wp-content/uploads/2008/12/xray-150x99.jpg" alt="" width="150" height="99" /></a>Web analytic tools are like having your own MRI, X-ray &amp; CAT scan machine all rolled up in one.</p>
<p><a href="http://www.grokdotcom.com/marketinganalytics1208/index.htm">The challenge of web analytics</a> is that while many of the tools are great at presenting the symptoms you still have to diagnose yourself.</p>
<p>Go ahead and ask any physician how sites like WebMD have impacted their practice and they will give you an ear full about people self diagnosing. While their view may be too restrictive it does often lead to self-medication and the problems <a href="http://www.grokdotcom.com/2008/12/02/still-waiting-for-the-conversion-fairy-to-come/">lingering longer than they should</a>.</p>
<p>Please help us get a better understanding of how you are using web analytics by taking this 6 questions, <a href="http://www.grokdotcom.com/marketinganalytics1208/index.htm">3 minute survey</a>. Last time we ran this survey, we found that 96.85% of people are running web analytics, and out of those, only 26.56% have a full time analyst and thankfully 53.12% are already testing.</p>
<p><a href="http://www.grokdotcom.com/marketinganalytics1208/index.htm">Please feel free to pass along the survey to a friend or colleague</a>. Thanks.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<slash:comments>11</slash:comments>
		</item>
		<item>
		<title>14 Tools to Legally Spy On Your Competition</title>
		<link>http://www.grokdotcom.com/2008/10/07/14-tools-to-legally-spy-on-your-competition/</link>
		<comments>http://www.grokdotcom.com/2008/10/07/14-tools-to-legally-spy-on-your-competition/#comments</comments>
		<pubDate>Tue, 07 Oct 2008 18:17:51 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[Interesting Websites]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[competitive-analysis]]></category>
		<category><![CDATA[Google]]></category>
		<category><![CDATA[Microsoft]]></category>
		<category><![CDATA[reputation-management]]></category>
		<category><![CDATA[researching-online]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/2008/10/07/14-tools-to-legally-spy-on-your-competition/</guid>
		<description><![CDATA[<p><a onclick="ps_imagemanager_popup(this.href,'spy legally on your competitors','800','536');return false" href="/wp-content/uploads/Bryan/spy.jpg" rel="shadowbox[post-1544];player=img;" onfocus="this.blur()"><img class="leftimg" title="spy legally on your competitors" src="/wp-content/uploads/Bryan/.thumbs/.spy.jpg" border="0" alt="spy legally on your competitors" width="96" height="64" align="left" /></a>Have you ever wished you were Bond? James Bond?  Here are <strong>007+007 = fourteen ways</strong> to spy on your competitors&#8217; web sites, without breaking any FISA laws.</p>
<p>1. <a href="http://statbrain.com/">Statbrain</a> &#8211; Using several sources, Statbrain&#8217;s algorithm computes the number of visitors to a website based on offsite factors like backlinks, Alexa Rank etc.&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><a onclick="ps_imagemanager_popup(this.href,'spy legally on your competitors','800','536');return false" href="/wp-content/uploads/Bryan/spy.jpg" rel="shadowbox[post-1544];player=img;" onfocus="this.blur()"><img class="leftimg" title="spy legally on your competitors" src="/wp-content/uploads/Bryan/.thumbs/.spy.jpg" border="0" alt="spy legally on your competitors" width="96" height="64" align="left" /></a>Have you ever wished you were Bond? James Bond?  Here are <strong>007+007 = fourteen ways</strong> to spy on your competitors&#8217; web sites, without breaking any FISA laws.</p>
<p>1. <a href="http://statbrain.com/">Statbrain</a> &#8211; Using several sources, Statbrain&#8217;s algorithm computes the number of visitors to a website based on offsite factors like backlinks, Alexa Rank etc. Statbrain does not have access to log files or any hit-counter information. Use this as a rough <em>relative</em> benchmark of your traffic to theirs. First run your website and compare the results given by StatBrain to your actual results to get a sense of its accuracy in your category. Figure out what the multiplier is and then try it on a competitor.</p>
<p>2. <a href="http://www.aiderss.com">AideRSS</a> &#8211; Find out which of your competitors&#8217; blog posts and topics are engaging people. This should provide you with a list of topics you should be covering. Engagement doesn&#8217;t necessarily mean your competitor&#8217;s opinion is right or even agreed with &#8212; but it does mean the engaged people are interested in the topic and therefore why not <em>your</em> opinion on the topic.</p>
<p>3. <a href="http://www.feedcompare.com/">FeedCompare</a> &#8211; If you use Feedburner to track your rss subscribers you can compare the size of your feed to others. Just like in #1 above, figure out your own multiplier and then compare it to the competition.</p>
<p>4. <a href="http://xinureturns.com/">Xinu Returns</a> &#8211; Xinu Runs a report from multiple sites to tell you how well a site is doing in popular search engines, social bookmarking sites and other technical details. How well are you stacking up against your 5 biggest competitors?</p>
<p>5. <a href="http://trends.google.com/websites">Google Trends For Websites</a> &#8211; Enter up to five topics and see how often those topics been searched on Google over time. Google Trends also shows how frequently your topics have appeared in Google News stories, and in which geographic regions people have searched for them most. You can learn more on how to use this from our friend, <a href="http://www.kaushik.net/avinash/2008/08/competitive-intelligence-analysis-google-trends-for-websites.html">Avinash Kaushik</a>.</p>
<p>6. <a href="http://www.google.com/insights/search/">Google Insights for Search</a> &#8211; With Google Insights for Search, you can compare search volume patterns across specific regions, categories, and time frames. Again, <a href="http://www.kaushik.net/avinash/2008/08/competitive-intelligence-analysis-google-insights-for-search.html">Avinash explains how to use this well</a>.</p>
<p>7. <a href="http://adlab.msn.com/Keyword-Forecast/default.aspx">Microsoft&#8217;s Keyword Forecast tool</a> &#8211; This tool forecasts the impression count and predicts demographic distributions of keywords.</p>
<p>8. <a href="http://adlab.msn.com/Search-Funnels/index.aspx?kwd=toys&amp;direction=out&amp;filter=top&amp;filternum=5&amp;newsearch=true">Microsoft&#8217;s Search Funnels</a> &#8211; Customers often perform searches by typing related keywords in specific sequences. This tool helps in visualizing and analyzing the customers&#8217; search sequences. Search Engine guru Mike Grehan explains the value of these <a href="http://www.clickz.com/showPage.html?page=3623689">query chains</a>.</p>
<p>9. <a href="http://web.archive.org/">WayBackMachine</a> &#8211; Go back in web history to see how your competitors&#8217; site has changed through the years. Look for the things that have stayed consistent, because those might have been the most successful. In the same vein, what have you changed on your own site during that time? It&#8217;s easy to lose track, particularly of your own work, and to think of your current site as &#8220;how it&#8217;s always been&#8221;.</p>
<p>10. <a href="http://www.websiteoptimization.com/services/analyze/">Web Page Speed Analyzer</a> &#8211; Compare the download speed of your pages with those of your competitors to see which are loading quicker. Quicker loading pages tend to have an advantage at converting visitors. This analyzer provides a detail analysis of the page elements. For a rough comparison of two pages side by side try <a href="http://www.webslug.info/">WebSlug</a>.  And, WebWait is great when you want to get accurate speed results from the visitors perspective because <a href="http://www.webwait.com/">WebWait</a> pulls down the entire website into your browser, so it takes into account Ajax/Javascript processing and image loading which other tools ignore.</p>
<p>11. <a href="http://www.readability.info/">Web Page Readability</a> &#8211; By comparing the readability score of web pages you can optimize your writing and make sure that you aren&#8217;t creating overly complex sentences and paragraphs for your audience.</p>
<p>12. <a href="http://www.attentionmeter.com/">Attention Meter</a> &#8211; Attentionmeter gives you a quick snapshot comparing any websites you want (traffic) using Alexa, Compete, and Quancast.</p>
<p>13. <a href="http://www.websitegrader.com">Websitegrader</a> &#8211;  Website Grader is a free tool that measures the marketing effectiveness of a website. It provides a score that incorporates things like website traffic, SEO, social popularity and other technical factors. It also provides some basic advice on how the website can be improved from a marketing perspective. Also worth checking out <a href="http://twitter.grader.com/">Twittergrader</a> to check on your competitors&#8217; twitter accounts.</p>
<p>14. <a href="http://www.google.com/alerts">Google Alerts</a> &#8211; set up searches for your competitors, key employees, and keywords to monitor their activity.</p>
<p>Your mission, should you decide to accept it: Try some (or all) of the above techniques and report back on your intriguing espionage! This tape will self-destruct in 10 clicks.</p>
<p>Shhhhh&#8230; care to share your spying secrets? What tools or techniques do you use?</p>
<p>[Editor's note: the author of this post is now blogging at <a href="http://www.bryaneisenberg.com/">bryaneisenberg.com]</a></p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<slash:comments>74</slash:comments>
		</item>
		<item>
		<title>The More You Post the Better You Rank</title>
		<link>http://www.grokdotcom.com/2008/09/25/the-more-you-post-the-better-you-rank/</link>
		<comments>http://www.grokdotcom.com/2008/09/25/the-more-you-post-the-better-you-rank/#comments</comments>
		<pubDate>Thu, 25 Sep 2008 10:52:53 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Blogs]]></category>
		<category><![CDATA[Relationship Building]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Social Media]]></category>
		<category><![CDATA[2008-State-of-the-Blogosphere]]></category>
		<category><![CDATA[blog-ranking]]></category>
		<category><![CDATA[blogging]]></category>
		<category><![CDATA[technorati]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/2008/09/25/the-more-you-post-the-better-you-rank/</guid>
		<description><![CDATA[<p>Or so says Technorati as they released data from their <a href="http://www.technorati.com/blogging/state-of-the-blogosphere/" onclick="javascript:pageTracker._trackPageview ('/outbound/www.technorati.com');">2008 State of the Blogosphere</a> report.</p>
<p><a href="http://www.techcrunch.com/2008/09/24/state-of-the-blogosphere-the-more-you-post-the-higher-you-rank/">Techcrunch</a> sums it up:</p>
<blockquote><p><font size="-1">Blogging is a volume game. The more you post, the more chances there are that someone else will link to one of your posts. (Technorati rank is based on the number of recent links&#8230;</font></p></blockquote>]]></description>
			<content:encoded><![CDATA[<p>Or so says Technorati as they released data from their <a href="http://www.technorati.com/blogging/state-of-the-blogosphere/" onclick="javascript:pageTracker._trackPageview ('/outbound/www.technorati.com');">2008 State of the Blogosphere</a> report.</p>
<p><a href="http://www.techcrunch.com/2008/09/24/state-of-the-blogosphere-the-more-you-post-the-higher-you-rank/">Techcrunch</a> sums it up:</p>
<blockquote><p><font size="-1">Blogging is a volume game. The more you post, the more chances there are that someone else will link to one of your posts. (Technorati rank is based on the number of recent links to your blog). The majority of the <a href="http://www.technorati.com/pop/blogs/" onclick="javascript:pageTracker._trackPageview ('/outbound/www.technorati.com');">Top 100</a> blogs tracked by Technorati post five or more times per day, and a full 43 percent post more than 10 times per day. Meanwhile, 64 percent of the 5,000 blogs ranked lower than 600 post two to four times a day, which is still a serious commitment.</font></p></blockquote>
<p>The linking stats may be true, but what do readers think about it?</p>
<p>Do you prefer blogs that post 1 or 2 relevant posts a day, a few times a week or ones that publish more frequently? Which blogs are you most likely to remember?</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
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		<slash:comments>24</slash:comments>
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		<item>
		<title>Top 10 Online Retailers by Conversion Rate: August 2008</title>
		<link>http://www.grokdotcom.com/2008/09/22/top-10-online-retailers-by-conversion-rate-august-2008/</link>
		<comments>http://www.grokdotcom.com/2008/09/22/top-10-online-retailers-by-conversion-rate-august-2008/#comments</comments>
		<pubDate>Mon, 22 Sep 2008 21:48:58 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Conversion Rates]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Retail]]></category>
		<category><![CDATA[e-commerce]]></category>
		<category><![CDATA[benchmarks]]></category>
		<category><![CDATA[Ecommerce]]></category>
		<category><![CDATA[LL Bean]]></category>
		<category><![CDATA[Nielsen]]></category>
		<category><![CDATA[Nielsen/NetRatings]]></category>
		<category><![CDATA[top 10 converting sites]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/2008/09/22/top-10-online-retailers-by-conversion-rate-august-2008/</guid>
		<description><![CDATA[<p>Here are the top 10 converting websites for August 2008*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion.</p>
<p>1. <a href="http://www.proflowers.com/">ProFlowers</a> 41.50%<br />
2. <a href="http://www.1800flowers.com/">1800flowers.com</a> 20.8%<br />
3. <a href="http://www.blair.com">Blair.com</a> 20.10%<br />
4. <a href="http://www.qvc.com/">QVC</a> 20.10%<br />
5. <a href="http://www.lanebryantcatalog.com">LaneBryant Catalog</a> 19.7%<br />
6. <a href="http://www.llbean.com">LL Bean</a> 19.7%<br />
7. <a href="http://www.roamans.com/">Roamans</a> 18.80%<br />
8. <a href="http://www.sportsmansguide.com/">The Sportsman Guide</a> 17.7%<br />
9. <a href="http://www.officedepot.com/">Office Depot</a> 17.30%<br />
10. <a href="http://www.ebay.com">eBay</a> 15.2%</p>
<p><em>*<a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-august-2008-6112/">Source</a>: Nielsen Online / Marketing Charts</em></p>
<p>What happened to&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p>Here are the top 10 converting websites for August 2008*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion.</p>
<p>1. <a href="http://www.proflowers.com/">ProFlowers</a> 41.50%<br />
2. <a href="http://www.1800flowers.com/">1800flowers.com</a> 20.8%<br />
3. <a href="http://www.blair.com">Blair.com</a> 20.10%<br />
4. <a href="http://www.qvc.com/">QVC</a> 20.10%<br />
5. <a href="http://www.lanebryantcatalog.com">LaneBryant Catalog</a> 19.7%<br />
6. <a href="http://www.llbean.com">LL Bean</a> 19.7%<br />
7. <a href="http://www.roamans.com/">Roamans</a> 18.80%<br />
8. <a href="http://www.sportsmansguide.com/">The Sportsman Guide</a> 17.7%<br />
9. <a href="http://www.officedepot.com/">Office Depot</a> 17.30%<br />
10. <a href="http://www.ebay.com">eBay</a> 15.2%</p>
<p><em>*<a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-august-2008-6112/">Source</a>: Nielsen Online / Marketing Charts</em></p>
<p>What happened to Proflowers.com? 41.50% is just amazing. Interestingly, <a href="http://www.grokdotcom.com/2008/09/01/top-10-online-retailers-by-conversion-rate-july-2008/">last month</a> we had all three big florists, but FTD fell off the list. Most important, Children&#8217;sPlace was on the last month, but not in the month of August right before back-to-school shopping, is this a sign of early holiday shopping to come?</p>
<h2>Additonal June Retail Benchmarks:</h2>
<p>Page Views Per Session 11.64<br />
Product Page Views Per Session 	3.06<br />
Average Time on Site (in seconds) 479.87<br />
Average Items/Order 6.15<br />
Average Order Value  	$154.89<br />
Shopping Cart Conversion Rate 32.61%<br />
Shopping Cart Abandonment  67.39%<br />
New Visitor Conversion Rate 1.96%<br />
On-site Search Session 16.22%<br />
On-site Search Conversion Rate 5.85%<br />
On-site Search Average Order Value $178.52</p>
<h3>Marketing Summary Benchmarks:</h3>
<p><strong>Direct Load:</strong><br />
Traffic %  	48.72%<br />
Sales % 73.02%<br />
Conversion Rate  3.19%</p>
<p><strong>Natural Search:</strong><br />
Traffic % 	13.59%<br />
Sales %  7.83%<br />
Conversion Rate 2.12%</p>
<p><strong>Referrals:</strong><br />
Traffic %  	6.04%<br />
Sales % 1.81%<br />
Referral Conversion Rate  1.77%</p>
<p>* <a href="http://www.coremetrics.com/downloads/LIVEmark-2008-08US.pdf">Source</a>: Coremetrics LIVEmark Benchmarks US (PDF) &#8211; <a href="http://www.coremetrics.co.uk/downloads/LIVEmark-2008-08UK.pdf">UK benchmarks</a> PDF available.</p>
<p><a href="http://www.coremetrics.com/solutions/benchmarking.php">Coremetrics LIVEmark</a> leverages aggregate performance data across more than 300 participating brands to deliver over 35 benchmark metrics addressing performance indicators such as campaign and channel effectiveness, site stickiness and conversion rates.</p>
<h2>Canada&#8217;s Top Internet Retail Sites</h2>
<p>1 <a href="http://www.ebay.com/" target="_blank">eBay</a><br />
2 <a href="http://www.apple.com/" target="_blank">Apple Inc.</a><br />
3 <a href="http://www.amazon.ca/" target="_blank">Amazon </a><br />
4 <a href="http://www.shopzilla.com/" target="_blank">Shopzilla.com</a><br />
5 <a href="http://www.bestbuy.ca/home.asp" target="_blank">Best Buy</a><br />
6 <a href="http://www.americangreetings.com/" target="_blank">American Greetings Properties</a><br />
7 <a href="http://www.walmart.ca/wps-portal/storelocator/home.jsp" target="_blank">Wal-Mart</a><br />
8 <a href="http://www.sears.ca/gp/home.html" target="_blank">Sears.ca</a><br />
9 <a href="http://www.bell.ca/home/" target="_blank">Bell.ca</a><br />
10 <a href="http://www.canadiantire.ca/welcome.jsp?bmUID=1221842483245" target="_blank">CanadianTire.ca</a><em><a href="http://www.canada.com/news/story.html?id=808067">Source</a>: comScore Media Metrix</em></p>
<p>If you need help <a href="http://www.futurenowinc.com/contactus.htm">increasing your conversion rate, let us know</a>.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
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		<slash:comments>14</slash:comments>
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		<item>
		<title>Kid&#8217;s Purchasing Power</title>
		<link>http://www.grokdotcom.com/2008/09/17/kids-purchasing-power/</link>
		<comments>http://www.grokdotcom.com/2008/09/17/kids-purchasing-power/#comments</comments>
		<pubDate>Wed, 17 Sep 2008 12:28:29 +0000</pubDate>
		<dc:creator>Natalie Hart</dc:creator>
				<category><![CDATA[Research]]></category>
		<category><![CDATA[Retail]]></category>
		<category><![CDATA[DoubleClick]]></category>
		<category><![CDATA[eMarketer]]></category>
		<category><![CDATA[kids]]></category>
		<category><![CDATA[Sales Complexity]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/2008/09/17/kids-purchasing-power/</guid>
		<description><![CDATA[<p>When creating your ideal customer profile, few companies would include the age range of 13-21 year-olds, but a <a href="http://http://www.emarketer.com/Article.aspx?id=1006476&#38;src=article1_newsltr" title="young consumers">new study</a> conducted by Doubleclick Performics and ROI Research might persuade you otherwise.</p>
<p>Children as young as 8 years-old are not just using the internet to chat with their friends on AIM or email&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p>When creating your ideal customer profile, few companies would include the age range of 13-21 year-olds, but a <a href="http://http://www.emarketer.com/Article.aspx?id=1006476&amp;src=article1_newsltr" title="young consumers">new study</a> conducted by Doubleclick Performics and ROI Research might persuade you otherwise.</p>
<p>Children as young as 8 years-old are not just using the internet to chat with their friends on AIM or email grandma &#8211; they&#8217;re shopping online. According to the study:</p>
<blockquote><p><font size="-1">&#8220;Four out of 10 responding young consumers said they used search to learn about products or services after seeing ads. Many said they used search engines to find places to buy, check prices or start researching purchases from scratch.&#8221;</font></p></blockquote>
<p>What might be even more surprising is what they are looking at and the persuasive power they hold. Furniture, electronics, vacations and vehicles are just a few of the big ticket items that, according to Harris Interactive&#8217;s 2007 &#8220;Youth Pulse&#8221; report, 8-12 year-olds and 14-21 year olds are actually decision makers for large family purchase. This is one of the key dynamics that you must understand when you look at sales complexity and consensus.</p>
<p>However, this is not to say that in order to appeal to children, you must &#8220;dumb down&#8221; your website or overrun it with childish characteristics. But do consider these younger age-groups when deciding where to use your site&#8217;s advertising and marketing budget.</p>
----------------------------------------------------<br/>
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		<item>
		<title>Top 10 Online Retailers by Conversion Rate: July 2008</title>
		<link>http://www.grokdotcom.com/2008/09/01/top-10-online-retailers-by-conversion-rate-july-2008/</link>
		<comments>http://www.grokdotcom.com/2008/09/01/top-10-online-retailers-by-conversion-rate-july-2008/#comments</comments>
		<pubDate>Mon, 01 Sep 2008 14:16:34 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Conversion Rates]]></category>
		<category><![CDATA[Key Performance Indicators]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Retail]]></category>
		<category><![CDATA[e-commerce]]></category>
		<category><![CDATA[benchmarks]]></category>
		<category><![CDATA[Ecommerce]]></category>
		<category><![CDATA[LL Bean]]></category>
		<category><![CDATA[Nielsen]]></category>
		<category><![CDATA[Nielsen/NetRatings]]></category>
		<category><![CDATA[top 10 converting sites]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/2008/09/01/top-10-online-retailers-by-conversion-rate-july-2008/</guid>
		<description><![CDATA[<p>Here are the top 10 converting websites for July 2008*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion.</p>
<p>1. <a href="http://www.officedepot.com/">Office Depot</a> 26.90%<br />
2. <a href="http://www.1800flowers.com/">1800flowers.com</a> 20.90%<br />
3. <a href="http://www.ftd.com/">FTD.com</a> 20.30%<br />
4. <a href="http://www.jjill.com">J. Jill</a> 19.4%<br />
5. <a href="http://www.proflowers.com/">ProFlowers</a> 19.30%<br />
6. <a href="http://www.qvc.com/">QVC</a> 18.20%<br />
7. <a href="http://www.llbean.com">LL Bean</a> 15.9%<br />
8. <a href="http://www.childrensplace.com">Children&#8217;s Place</a> 15.2%<br />
9. <a href="http://www.blair.com">Blair.com</a> 14.9%<br />
10. <a href="http://www.zales.com">Zales</a> 14.6%</p>
<p><em>*<a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-july-2008-5796/">Source</a>: Nielsen Online / Marketing Charts</em></p>
<p>New comers to the list include:&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p>Here are the top 10 converting websites for July 2008*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion.</p>
<p>1. <a href="http://www.officedepot.com/">Office Depot</a> 26.90%<br />
2. <a href="http://www.1800flowers.com/">1800flowers.com</a> 20.90%<br />
3. <a href="http://www.ftd.com/">FTD.com</a> 20.30%<br />
4. <a href="http://www.jjill.com">J. Jill</a> 19.4%<br />
5. <a href="http://www.proflowers.com/">ProFlowers</a> 19.30%<br />
6. <a href="http://www.qvc.com/">QVC</a> 18.20%<br />
7. <a href="http://www.llbean.com">LL Bean</a> 15.9%<br />
8. <a href="http://www.childrensplace.com">Children&#8217;s Place</a> 15.2%<br />
9. <a href="http://www.blair.com">Blair.com</a> 14.9%<br />
10. <a href="http://www.zales.com">Zales</a> 14.6%</p>
<p><em>*<a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-july-2008-5796/">Source</a>: Nielsen Online / Marketing Charts</em></p>
<p>New comers to the list include: J.Jill, Children&#8217;s Place, and Zales. Regulars to the list hat dropped off in July include: Lane Bryant Catalog, Eddie Bauer, VistaPrint and eBay. I think it is also interesting to note that FTD has done a great job staying towards the top of the list as ProFlowers seems to be dropping a bit.</p>
<h2>Additonal June Retail Benchmarks:</h2>
<p>Page Views Per Session 	12.17<br />
Product Page Views Per Session 	3.13<br />
Average Time on Site (in seconds) 469.83<br />
Average Items/Order 6.56<br />
Average Order Value $145.48<br />
Shopping Cart Conversion Rate 31.99%<br />
Shopping Cart Abandonment 	68.01%<br />
New Visitor Conversion Rate 1.81%<br />
On-site Search Session 13.36%<br />
On-site Search Conversion Rate5 .61%<br />
On-site Search Average Order Value $144.41</p>
<h3>Marketing Summary Benchmarks:</h3>
<p><strong>Direct Load:</strong><br />
Traffic % 51.18%<br />
Sales % 72.94%<br />
Conversion Rate  3.07%</p>
<p><strong>Natural Search:</strong><br />
Traffic % 	12.45%<br />
Sales % 6.74%<br />
Conversion Rate 2.02%</p>
<p><strong>Referrals:</strong><br />
Traffic % 6.33%<br />
Sales % 1.85%<br />
Referral Conversion Rate  1.70%</p>
<p>* <a href="http://www.coremetrics.com/downloads/LIVEmark-2008-07US.pdf">Source</a>: Coremetrics LIVEmark Benchmarks US (PDF) &#8211; <a href="http://www.coremetrics.co.uk/downloads/LIVEmark-2008-07UK.pdf">UK benchmarks</a> PDF available.</p>
<p><a href="http://www.coremetrics.com/solutions/benchmarking.php">Coremetrics LIVEmark</a> leverages aggregate performance data across more than 300 participating brands to deliver over 35 benchmark metrics addressing performance indicators such as campaign and channel effectiveness, site stickiness and conversion rates.</p>
<p>If you need help increasing your personal benchmarks, let us know.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<slash:comments>6</slash:comments>
		</item>
		<item>
		<title>Would You Buy the Cow?</title>
		<link>http://www.grokdotcom.com/2008/08/26/would-you-buy-the-cow/</link>
		<comments>http://www.grokdotcom.com/2008/08/26/would-you-buy-the-cow/#comments</comments>
		<pubDate>Tue, 26 Aug 2008 10:32:10 +0000</pubDate>
		<dc:creator>Jeff Sexton</dc:creator>
				<category><![CDATA[Improving Conversion]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Search Engine Marketing]]></category>
		<category><![CDATA[microsoft-adCenter]]></category>
		<category><![CDATA[Pavan-Lee]]></category>
		<category><![CDATA[PPC Advertising]]></category>
		<category><![CDATA[Search-Engine-Strategies]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/2008/08/26/would-you-buy-the-cow/</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/jeff_sexton/cashcow.jpg" rel="shadowbox[post-1487];player=img;" onclick="ps_imagemanager_popup(this.href,'cash cow','800','534');return false" onfocus="this.blur()"><img src="http://www.grokdotcom.com/wp-content/uploads/jeff_sexton/.thumbs/.cashcow.jpg" alt="cash cow" title="cash cow" class="leftimg" align="left" border="0" height="64" width="96" /></a></p>
<p>If you&#8217;re highly optimized website ranked at or near the top for your primary key words/phrases, would you be interested in advertising (via PPC) on those same keywords?</p>
<p>Sounds like a crazy question, right?  I mean why would you bother paying for a click that would have come to you anyway?</p>
<p>Well,&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/jeff_sexton/cashcow.jpg" rel="shadowbox[post-1487];player=img;" onclick="ps_imagemanager_popup(this.href,'cash cow','800','534');return false" onfocus="this.blur()"><img src="http://www.grokdotcom.com/wp-content/uploads/jeff_sexton/.thumbs/.cashcow.jpg" alt="cash cow" title="cash cow" class="leftimg" align="left" border="0" height="64" width="96" /></a></p>
<p>If you&#8217;re highly optimized website ranked at or near the top for your primary key words/phrases, would you be interested in advertising (via PPC) on those same keywords?</p>
<p>Sounds like a crazy question, right?  I mean why would you bother paying for a click that would have come to you anyway?</p>
<p>Well, according to this <a href="http://adcentercommunity.com/blogs/advertiser/archive/2008/08/26/searcher-behaviour-research-ses-san-jose-2008.aspx">Microsoft adCenter follow up blog post to the SES San Jose conference</a>, showing up in both organic AND paid results can highten your prospect&#8217;s intent to buy your product. In other words, the two &#8220;channels&#8221; can work together to provide better results than either alone. In fact, you can <strong>increase brand association by 16%</strong> if the top search ad and the top organic listing are from the same brand.</p>
<p>What do you think? Would you be willing to buy the PPC cow if you were already drinking the free milk of organic search results?</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
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		<slash:comments>6</slash:comments>
		</item>
		<item>
		<title>Insights into Google Search</title>
		<link>http://www.grokdotcom.com/2008/08/06/insights-into-google-search/</link>
		<comments>http://www.grokdotcom.com/2008/08/06/insights-into-google-search/#comments</comments>
		<pubDate>Wed, 06 Aug 2008 09:56:57 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Breaking News]]></category>
		<category><![CDATA[Google]]></category>
		<category><![CDATA[Planning Tools]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Search Engine Marketing]]></category>
		<category><![CDATA[keywords]]></category>
		<category><![CDATA[google-adwords]]></category>
		<category><![CDATA[keyword-research]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/2008/08/06/insights-into-google-search/</guid>
		<description><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/Bryan/insights_96693_en_time.jpg" rel="shadowbox[post-1467];player=img;" onclick="ps_imagemanager_popup(this.href,'Google Insights for Search trends','500','183');return false" onfocus="this.blur()"><img src="http://www.grokdotcom.com/wp-content/uploads/Bryan/.thumbs/.insights_96693_en_time.jpg" class="leftimg" title="Google Insights for Search trends" alt="Google Insights for Search trends" align="left" border="0" height="35" width="96" /></a><a href="http://adwords.blogspot.com/2008/08/announcing-google-insights-for-search.html">Google released another great tool</a> today, <a href="http://google.com/insights/search/">Google Insights for Search</a>. Whether you’re an advertising agency, a small business owner, a multinational corporation, or an academic researcher, Insights for Search can help you gauge interest in your relevant search terms. It allows you to compare search volume patterns (and trends) across specific&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.grokdotcom.com/wp-content/uploads/Bryan/insights_96693_en_time.jpg" rel="shadowbox[post-1467];player=img;" onclick="ps_imagemanager_popup(this.href,'Google Insights for Search trends','500','183');return false" onfocus="this.blur()"><img src="http://www.grokdotcom.com/wp-content/uploads/Bryan/.thumbs/.insights_96693_en_time.jpg" class="leftimg" title="Google Insights for Search trends" alt="Google Insights for Search trends" align="left" border="0" height="35" width="96" /></a><a href="http://adwords.blogspot.com/2008/08/announcing-google-insights-for-search.html">Google released another great tool</a> today, <a href="http://google.com/insights/search/">Google Insights for Search</a>. Whether you’re an advertising agency, a small business owner, a multinational corporation, or an academic researcher, Insights for Search can help you gauge interest in your relevant search terms. It allows you to compare search volume patterns (and trends) across specific geographic regions, categories (like finance, health, and sports), and time frames. You can read more about it at the <a href="http://www.google.com/support/insights//bin/answer.py?answer=96693">Insight for Search help center</a> or get a quick overview <a href="http://searchengineland.com/080806-000001.php">here</a>.How does Insights into Search work:</p>
<blockquote><p><font size="-1">Google Insights for Search analyzes a portion of worldwide Google web searches from all Google domains to compute how many searches have been done for the terms you&#8217;ve entered, relative to the total number of searches done on Google over time. We then show you a graph with the results, indicating interest over time, plotted on a scale from 0 to 100; the totals are indicated next to bars by the search terms.</font></p></blockquote>
<blockquote><p><font size="-1">Read more about how we <a href="http://www.google.com/support/insights/bin/bin/answer.py?answer=87282"> scale</a> and <a href="http://www.google.com/support/insights/bin/bin/answer.py?answer=87284"> normalize</a> the data.</font><font size="-1">On the results page, you&#8217;ll also see a list of the top searches, top <a href="http://www.google.com/support/insights/bin/bin/answer.py?answer=94793">rising searches</a>, and a world heat map graphically displaying the search volume index with regions, subregions, and cities.</font></p></blockquote>
<blockquote><p><font size="-1">Keep in mind that Insights uses data aggregated over millions of users without personally identifiable information, and is powered by computer algorithms. Additionally, Insights only shows results for search terms that receive a significant amount of traffic, and enforces minimum thresholds for inclusion in the tool. For more information about how Google protects privacy, please refer to our <a href="http://www.google.com/privacy.html">privacy policy</a>.</font></p></blockquote>
<blockquote></blockquote>
<p>Go try out Google&#8217;s <a href="http://www.google.com/insights/search/#">Insights for Search</a> for your keywords. Let me know what you think in the comments below.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
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		<slash:comments>9</slash:comments>
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		<title>Top 10 Online Retailers by Conversion Rate &#8211; June 2008</title>
		<link>http://www.grokdotcom.com/2008/07/24/top-10-online-retailers-by-conversion-rate-june-2008/</link>
		<comments>http://www.grokdotcom.com/2008/07/24/top-10-online-retailers-by-conversion-rate-june-2008/#comments</comments>
		<pubDate>Thu, 24 Jul 2008 09:47:47 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[B2C]]></category>
		<category><![CDATA[Conversion Rates]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Retail]]></category>
		<category><![CDATA[e-commerce]]></category>
		<category><![CDATA[benchmarks]]></category>
		<category><![CDATA[Ecommerce]]></category>
		<category><![CDATA[LL Bean]]></category>
		<category><![CDATA[Nielsen]]></category>
		<category><![CDATA[Nielsen/NetRatings]]></category>
		<category><![CDATA[top 10 converting sites]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/2008/07/24/top-10-online-retailers-by-conversion-rate-june-2008/</guid>
		<description><![CDATA[<p>Here are the top 10 converting websites for June 2008*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion.</p>
<p>1. <a href="http://www.proflowers.com/">ProFlowers</a> 28.40%<br />
2. <a href="http://www.officedepot.com/">Office Depot</a> 25.60%<br />
3. <a href="http://www.ftd.com/">FTD.com</a>	24.30%<br />
4. <a href="http://www.1800flowers.com/">1800flowers.com</a> 20.30%<br />
5. <a href="http://www.lanebryantcatalog.com">Lane Bryant Catalog</a> 18.7%<br />
6. <a href="http://www.qvc.com/">QVC</a> 17.50%<br />
7. <a href="http://www.eddiebauer.com">Eddie Bauer</a> 16.8%<br />
8. <a href="http://www.roamans.com/">Roamans</a>  16.1%<br />
9. <a href="http://www.vistaprint.com/">Vistaprint</a> &#8211; 15.2%<br />
10. <a href="http://www.ebay.com/">eBay</a> &#8211; 14.9%</p>
<p><em>*<a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-may-2008-5026/">Source</a>: Nielsen Online / Marketing Charts</em></p>
<p>Just like last month&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p>Here are the top 10 converting websites for June 2008*. These are based on Nielson Panel data and are calculated by toolbar user to final conversion.</p>
<p>1. <a href="http://www.proflowers.com/">ProFlowers</a> 28.40%<br />
2. <a href="http://www.officedepot.com/">Office Depot</a> 25.60%<br />
3. <a href="http://www.ftd.com/">FTD.com</a>	24.30%<br />
4. <a href="http://www.1800flowers.com/">1800flowers.com</a> 20.30%<br />
5. <a href="http://www.lanebryantcatalog.com">Lane Bryant Catalog</a> 18.7%<br />
6. <a href="http://www.qvc.com/">QVC</a> 17.50%<br />
7. <a href="http://www.eddiebauer.com">Eddie Bauer</a> 16.8%<br />
8. <a href="http://www.roamans.com/">Roamans</a>  16.1%<br />
9. <a href="http://www.vistaprint.com/">Vistaprint</a> &#8211; 15.2%<br />
10. <a href="http://www.ebay.com/">eBay</a> &#8211; 14.9%</p>
<p><em>*<a href="http://www.marketingcharts.com/direct/top-10-online-retailers-by-conversion-rate-may-2008-5026/">Source</a>: Nielsen Online / Marketing Charts</em></p>
<p>Just like last month the 3 major florists made the list; did dads get lots of flowers? I didn&#8217;t. However, I did get a nice Nikon D60 DSLR camera (thanks to my wonderful kids and wife.) As you look at the additional benchmarks below, there seems to be a negative trend from the previous month. A lot of these benchmarks have trended down. Could it be related to the economy?</p>
<h2>Additonal June Retail Benchmarks:</h2>
<p>Page Views Per Session 	12.72<br />
Product Page Views Per Session 	3.42<br />
Average Time on Site (in seconds) 476.59<br />
Average Items/Order 	5.90<br />
Average Order Value $120.82<br />
Shopping Cart Conversion Rate 31.74%<br />
Shopping Cart Abandonment 	68.26%<br />
New Visitor Conversion Rate 2.02%<br />
On-site Search Session 15.07%<br />
On-site Search Conversion Rate 	6.64%<br />
On-site Search Average Order Value $130.41</p>
<h3>Marketing Summary Benchmarks:</h3>
<p><strong>Direct Load:</strong><br />
Traffic %	48.06%<br />
Sales % 	65.61%<br />
Conversion Rate  3.49%</p>
<p><strong>Natural Search:</strong><br />
Traffic % 	13.43%<br />
Sales % 	8.41%<br />
Conversion Rate 1.92%</p>
<p><strong>Referrals:</strong><br />
Traffic % 7.06%<br />
Sales % 	2.40%<br />
Referral Conversion Rate  1.40%</p>
<p>* <a href="http://www.coremetrics.com/downloads/LIVEmark-2008-05US.pdf">Source</a>: Coremetrics LIVEmark Benchmarks US (PDF) &#8211; <a href="http://www.coremetrics.co.uk/downloads/LIVEmark-2008-05UK.pdf">UK benchmarks</a> PDF available.</p>
<p><a href="http://www.coremetrics.com/solutions/benchmarking.php">Coremetrics LIVEmark</a> leverages aggregate performance data across more than 300 participating brands to deliver over 35 benchmark metrics addressing performance indicators such as campaign and channel effectiveness, site stickiness and conversion rates.</p>
<p>If you need help increasing your numbers, I know someone reliable and proven who can help you. Just ask me.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<slash:comments>10</slash:comments>
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		<title>How Online Searches Affect Offline Sales</title>
		<link>http://www.grokdotcom.com/2008/07/23/how-online-searches-affect-offline-sales/</link>
		<comments>http://www.grokdotcom.com/2008/07/23/how-online-searches-affect-offline-sales/#comments</comments>
		<pubDate>Wed, 23 Jul 2008 10:23:27 +0000</pubDate>
		<dc:creator>Holly Buchanan</dc:creator>
				<category><![CDATA[Buying Process]]></category>
		<category><![CDATA[Content]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Improving Conversion]]></category>
		<category><![CDATA[Merchandising]]></category>
		<category><![CDATA[Multichannel Marketing]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Search Engine Marketing]]></category>
		<category><![CDATA[Nielsen]]></category>
		<category><![CDATA[researching-online]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/2008/07/23/how-online-searches-affect-offline-sales/</guid>
		<description><![CDATA[<p><img src="/wp-content/uploads/Holly/pooches.jpg" alt="pooches" title="pooches" class="leftimg" align="left" border="0" height="160" width="200" />I was recently looking for a new speaker stand for my iPod.   It would never even occur to me to go into my local electronics store to see what was available and what might be right for me.    I do what I always do when researching a new product.  I&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><img src="/wp-content/uploads/Holly/pooches.jpg" alt="pooches" title="pooches" class="leftimg" align="left" border="0" height="160" width="200" />I was recently looking for a new speaker stand for my iPod.   It would never even occur to me to go into my local electronics store to see what was available and what might be right for me.    I do what I always do when researching a new product.  I go to Google.   Once I do my research on the Internet and decide what I want &#8211; THEN I may go to a brick and mortar store to buy it.</p>
<p>Seems I&#8217;m not alone.  <a href="http://blog.searchenginewatch.com/blog/080722-100428">A recent study</a> provides more evidence of the online/offline buying connection.</p>
<blockquote><p><font size="-1">Media measurement company, Nielsen Online, conducted a survey to examine the relationship between online research and offline purchases. They found that 80% of participants who had recently bought consumer electronics from a brick and mortar store whose site they visited first.</font></p>
<ul>  <font size="-1"></p>
<li>53% bought from the site where they spent the most time.</li>
<li>58% would choose the internet if they could only use one channel to conduct product research on consumer electronics. Only 25% chose the brick and mortar store.</li>
<p></font></ul>
</blockquote>
<p>It&#8217;s certainly not breaking news that customers do research online before they buy.   But how much that online experience affects offline purchases may have been underestimated.</p>
<h2>Are you answering your customers questions?</h2>
<p>I was in Petsmart the other day stocking up food and gourmet snacks for my pups.   I&#8217;ve been considering changing dog food.  But was that a decision Petsmart&#8217;s brick and mortar store could help me make?    Maybe, if there had been a doggie nutrition expert standing in the aisle, or they had a &#8220;food tasting&#8221; aisle where I could let my picky Boston Terrier sample different foods and choose his favorite.   But no such help was provided.</p>
<p>The <a href="http://blog.searchenginewatch.com/blog/080722-100428">Neilson Online study</a> found this about pet food purchasers:</p>
<blockquote><p><font size="-1">Here&#8217;s the percentages of pet food survey participants who would use the internet to research each topic.</font></p>
<p><font size="-1">48% Learn about nutritional specifications</font></p>
<p><font size="-1">45% Learn about product ingredients</font></p>
<p><font size="-1">45% Learn about recalls</font></p>
<p><font size="-1">40% Learn more about safety issues</font></p>
<p><font size="-1">40% Find sales/promotions</font></p></blockquote>
<p>This works both ways.  Find better ways to answer your visitors&#8217; questions on your website, but also look at better ways to answer their questions in your brick and mortar store.</p>
<h2>Defining &amp; Measuring Success</h2>
<p>With the average conversion rate under 3%, it doesn&#8217;t mean that 97% of visits fail.  How do you determine if you give your visitors what they want, whether you communicated effectively with them and whether you influenced their thinking and buying behaviors as well as those of their social-media-connected friends.</p>
<p>Defining success or failure, not only through your metrics but also through measuring the perceptions and actions of your visitors is challenging but possible if you understand the value of qualitative metrics and of quantitative metrics using Persuasion Architecture; <a href="http://www.futurenowinc.com/What_Is_Persuasion_Architecture.htm">just ask us how</a>.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<slash:comments>3</slash:comments>
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		<title>Benchmarking Your Customer Experience</title>
		<link>http://www.grokdotcom.com/2008/07/21/benchmarking-your-customer-experience/</link>
		<comments>http://www.grokdotcom.com/2008/07/21/benchmarking-your-customer-experience/#comments</comments>
		<pubDate>Mon, 21 Jul 2008 14:45:32 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Focus]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Retail]]></category>
		<category><![CDATA[B2B]]></category>
		<category><![CDATA[B2C]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/2008/07/21/benchmarking-your-customer-experience/</guid>
		<description><![CDATA[<p><img src="/wp-content/uploads/Bryan/benchmarksample.gif" alt="benchmarkmysite sample report" title="benchmarkmysite sample report" class="leftimg" align="left" border="0" height="194" width="150" />Last week at the Shop.org conference, I offered attendees a report on how they ranked on our <a href="http://www.benchmarkmysite.com/study.cfm">2007 Customer Experience Study</a> and the ability to be among the first sites reviewed for our 2008 benchmarks. I wanted to offer our GrokDotCom readers the same courtesy.</p>
<p>We&#8217;ll be <strong>reviewing over 500 retail websites</strong> this&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><img src="/wp-content/uploads/Bryan/benchmarksample.gif" alt="benchmarkmysite sample report" title="benchmarkmysite sample report" class="leftimg" align="left" border="0" height="194" width="150" />Last week at the Shop.org conference, I offered attendees a report on how they ranked on our <a href="http://www.benchmarkmysite.com/study.cfm">2007 Customer Experience Study</a> and the ability to be among the first sites reviewed for our 2008 benchmarks. I wanted to offer our GrokDotCom readers the same courtesy.</p>
<p>We&#8217;ll be <strong>reviewing over 500 retail websites</strong> this year and won&#8217;t be reporting the overall results until the beginning of 2009. If you put in your request this week, we&#8217;ll provide you with a report that shows you how you measure up in our 4 categories and provide you with some tips to improve your customer experience.</p>
<p>Your site will be evaluated by one of our Conversion Analysts against <strong>69 distinct questions in four critical areas</strong> of customer focus:</p>
<p>* Product Presentation<br />
* The Checkout Process<br />
* Delivery Options<br />
* Customer Service</p>
<h2>Want Your Report Now?</h2>
<p>If you would like a better idea of what you need to do to make your retail website more customer focused then complete your request at <a href="http://www.benchmarkmysite.com/">Benchmarkmysite.com</a>.</p>
<p>P.S. We are also thinking of adding a B2B benchmark as well. If you think this would be valuable, and would like to be included in it please comment below.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<slash:comments>6</slash:comments>
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		<title>Survey Results &amp; a Question: Marketing Analytics in Action Part 1</title>
		<link>http://www.grokdotcom.com/2008/07/14/survey-results-a-question-marketing-analytics-in-action-part-1/</link>
		<comments>http://www.grokdotcom.com/2008/07/14/survey-results-a-question-marketing-analytics-in-action-part-1/#comments</comments>
		<pubDate>Mon, 14 Jul 2008 08:41:32 +0000</pubDate>
		<dc:creator>Bryan Eisenberg</dc:creator>
				<category><![CDATA[A/B Testing]]></category>
		<category><![CDATA[Research]]></category>
		<category><![CDATA[Web Analytics]]></category>
		<category><![CDATA[Website Optimization]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[optimization]]></category>
		<category><![CDATA[survey]]></category>

		<guid isPermaLink="false">http://www.grokdotcom.com/2008/07/14/survey-results-a-question-marketing-analytics-in-action-part-1/</guid>
		<description><![CDATA[<p><a href="/wp-content/uploads/Bryan/how_often_look_at_web_analytics.png" rel="shadowbox[post-1433];player=img;" onclick="ps_imagemanager_popup(this.href,'how often look at web analytics','650','300');return false" onfocus="this.blur()"><img src="/wp-content/uploads/Bryan/.thumbs/.how_often_look_at_web_analytics.png" alt="how often look at web analytics" title="how often look at web analytics" class="leftimg" align="left" border="0" height="44" width="96" /></a>There is a lot of interesting information to report from our <a href="http://www.grokdotcom.com/2008/07/04/marketing-analytics-in-action/">Marketing Analytics in Action survey</a> from about a week ago. The first thing that really caught my eye was the fact that 96.85% of people are running web analytics, and out of those, 26.56% have a full time analyst and&#8230;</p>]]></description>
			<content:encoded><![CDATA[<p><a href="/wp-content/uploads/Bryan/how_often_look_at_web_analytics.png" rel="shadowbox[post-1433];player=img;" onclick="ps_imagemanager_popup(this.href,'how often look at web analytics','650','300');return false" onfocus="this.blur()"><img src="/wp-content/uploads/Bryan/.thumbs/.how_often_look_at_web_analytics.png" alt="how often look at web analytics" title="how often look at web analytics" class="leftimg" align="left" border="0" height="44" width="96" /></a>There is a lot of interesting information to report from our <a href="http://www.grokdotcom.com/2008/07/04/marketing-analytics-in-action/">Marketing Analytics in Action survey</a> from about a week ago. The first thing that really caught my eye was the fact that 96.85% of people are running web analytics, and out of those, 26.56% have a full time analyst and 53.12% are already testing. The thumbnail will show you how often are people looking at their web analytics.</p>
<p>I&#8217;ll be filling you in shortly on the rest of the results, but my question relates to the full time analyst and why more people don&#8217;t have one.</p>
<p>Is it because:</p>
<p>A. You don&#8217;t think you need one.<br />
B. I need one, but can&#8217;t find one.<br />
C. I want one, but can&#8217;t afford it.<br />
D. My organization won&#8217;t let me justify one.<br />
E. We outsource it.<br />
F. Part-time is enough.<br />
G. Other. Please let us know why.</p>
<p>I&#8217;d love to hear your feedback in the comments below.</p>
----------------------------------------------------<br/>
Starting as low as $1000 per month: <em><strong>FutureNow's OnTarget provides on-going expert analysis and prioritized recommendations to <a href="http://futurenowinc.com">improve website conversion rates 40-80% or more.</a> Lead generation and ecommerce versions available.
]]></content:encoded>
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		<slash:comments>7</slash:comments>
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