Can the website of an enterprise technology company really truly engage?

by Jason Miller

peggyb2

I’m pleased to welcome Peggy Burke, Principal at 1185 Design as a guest blogger. She discusses risk taking, pushing the envelope in branding, and the ideas behind the design of the new Marketo website.

Choose an enterprise technology brand. Now type in their URL and engage. “With what,” you ask? Exactly!

We live in a world of engagement through some of the most extraordinary and disruptive technologies. These very technologies persuade us to take risk with our personal information, our company’s financial and business data and in some cases our own well being. So why is it that we have an appetite for risk-taking with some of our most valuable business and personal assets but very little appetite for pushing the risk envelope when it comes to branding and creating a “legendary” site?

As I beat my head against the wall every day that I surf the “enterprise” web in search of extraordinary, I have come to realize that there is one key barrier preventing the most inspired executives from taking the leap to legendary.

Define then Design

It’s difficult to define a category to own. Beyond its technology categories, Apple is the standard bearer of defining and owning a brand category: exceptional design. It clearly permeates everything that is Apple, from communications to product design to experience. They left the soul in their brand by remaining ever vigilant in their quest for good design and recognizing our quest as consumers for an intuitive and delightful experience. The difficulty in most B2B businesses is building consensus for what it is you want to own in a category. The risk comes in choosing. But in not choosing, the average B2B site positions everything equally and runs the risk of owning little.

There are many companies who have defined new categories. Three examples of companies I have recently worked with come to mind. The first is Jive Software. As a collaboration tool they defined the category simply as “The New Way to Business.” Jive launched their new site in 2011 with a dramatic black background with provocative messaging and distinctive light writing. In stark contrast to its competitors, the message was spare and direct, “illuminating what matters”. The combination was effective in further defining the social enterprise.

 

 

 

 

 

 

 

 

 

SuccessFactors, the second company, created a new category-Business Execution Software (BizX). Business Execution Software elevated an otherwise complex human resources software suite to a business imperative. BizX aligns strategy, vision and individual goals across the enterprise to improve overall business outcomes. SuccessFactors’ site created an iconic representation of BizX with one clear message “It’s time to love work again.”

 

 

 

 

 

 

 

 

 

 

 

 

 

And now, Marketo. Analytics and lead gen on steroids, Marketo is transforming how companies generate revenue. The category defined is Revenue Performance Management (RPM) and this disruptive suite is changing the sales and marketing landscape. With it comes a dramatic change in their site.

 

 

 

 

 

 

 

 

 

 

 

Using graphic iconography to guide visitors through the value of RPM (opposed to a tome of marketing and technical content on the home page) the site engages visitors with a unique interface. Who says the enterprise web doesn’t have to entertain! The CEO, Phil Fernandez, and his marketing team dove in head first to this interactive transformation and I have to applaud them for daring to be different. Not for the sake of different, but for the sake of reflecting their own value props, “Break the Barriers of Traditional Marketing Automation,” “Own Your Seat at the Revenue Table” and “Outpace the Competition.” Transformation is a beautiful thing, whether it be technology or design.

I personally look forward to sharing these and other examples of companies breaking down the traditional B2B barriers of engagement on the web. I, for one, promise to do my part.


Can the website of an enterprise technology company really truly engage? was posted at Modern B2B Marketing – Marketo Best Practices Blog. | http://blog.marketo.com

Copyright Modern B2B Marketing | Marketo Blog – Can the website of an enterprise technology company really truly engage?

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The Weekly Compete Pulse

The Weekly Compete Pulse

We are still a little upset about the Patriots Super Bowl loss this weekend, and accordingly, we were looking for any chance to not talk about the Super Bowl. That’s why we loved AdAge’s comparison of popular political ads, instead of SuperBowl ones. We were also proud that BostonInno declared Boston the 5th Best City to get a job in social media. Their infographic takes into consideration salary ranges as well as cities with the highest volume of social media jobs.

LinkedIn made headlines this week when Mashable announced that they had reached 150 million users. LinkedIn boasted a 20 million increase in users since November in order to reach the milestone. Do you think LinkedIn will continue to grow as quickly in 2012?

The Verge quoted sources at the Wall Street Journal this week who believe that Google may be launching their own cloud storage service, Google Drive, soon. The service would presumably sync with Google docs and other Google services and would come at an additional cost. What do you think? Would you pay extra for this service?

Now, anyone with an iPhone certainly uses Instagram, but the startup hasn’t always been this popular. Gizmodo reported how taking it slow was a successful business strategy for Instagram.

For more competitive intelligence and online marketing news, subscribe to the Pulse, Compete’s monthly newsletter. The Pulse includes the latest industry news, web analytics, market research, Compete PRO education and tips, and much more.

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What’s the Deal with Travel Promotions?

Image from: graph / Shutterstock

SuitcaseDeals and discounts have been part of companies’ efforts to drive business since business has existed.  Travel is no exception.  With the recession came the advent of more frugal consumers and, in response, more aggressive use of deals.  The increasing use of digital technologies by travel-researching consumers creates a unique opportunity to gauge the impact and effectiveness of promotions.

Compete evaluated several airline promotional efforts in December 2011 with two primary criteria: number of unique visitors (UVs) that reached a promotions page on a given brand site and the booking rate of those consumers relative to the booking rate of the sites’ visitors in general.  UV volumes measure quantity of people, and leverage Compete’s patented normalization process (which avoids false positives from just counting clicks or using cookies).  Relative booking rates are one measure of quality.

December Airline Promotion Volumes

Southwest, American, Delta and JetBlue controlled the top 10 airline promotion slots in December based on volume.   Southwest led the way with its “Rapid Rewards” promotion with 1.8M UVs.  In fact, Southwest had five of the top six airline promotions that month (not shown).  American’s best was the “Journey Starts Here” sweepstake at #5 with 213k UVs.  Delta’s best was “Best Delta Fare Ever” at #7 (99k UVs) and JetBlue’s best was the First Bag Free promotion at #8 with 46k UVs.

Volume of Site Visitors to Relative Promotions Pages

December Airline Promotion Conversion

Traffic volume is one measure of success, but the ultimate goal of driving traffic to a site is selling tickets.  To evaluate the success of the four above promotions, Compete compared the booking rate of those viewing the promotions with the overall booking rate for the same site overall.  The result is an index, where greater than 1.0 means that promotion-viewing consumers booked at a higher rate than typical site visitors.Seatbelt Light

The results show the Delta and Southwest promotions had the best relative booking results.  Delta consumers viewing the Delta “Best Fare” promotion booked at 1.52X the rate of the typical Delta.com visitor.  Southwest was close at 1.49X.  Viewers of the included American and JetBlue promotions booked less frequently than typical visitors to those sites.

Promotion UVs vs. Booking Index

Next Steps: Analytical Co-Pilots

This simple analysis suggests that Southwest’s Rapid Rewards promotion was the one to beat in December: its UV volume leads the others’ by a large margin and its booking index is near best in the set.  But there is more to the story that needs to be investigated before results can be called conclusive.

To make that call, Compete recommends the following incremental analyses:

  • To what extent did promotions create incremental consumers? Were they supposed to, or were they more focused on closing existing visitors??
    • Validate by identifying how frequently promotions viewers visited the site in the past (i.e., before viewing the promotion).
    • Include a deeper dive to look at the extent to which promotions viewers booked in the past
  • Does a higher booking index mean more revenue??
    • Compare the average fare of promotion-viewing bookers with other bookers.
  • Were the promotions relatively cost-effective?
    • Compare the unit cost of driving traffic via promotions across brands and vs. other traffic sources
    • Include the results from the first analysis to identify when an airline is advertising twice to the same customer (once through traditional means and once through promotions)

Copyright Compete Blog – What’s the Deal with Travel Promotions?

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Can Offline Engagement Drive Online Change?

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Image from: jcjgphotography / Shutterstock

This post was co-authored by Ifdy Perez, Community Manager @Razoo

Online transactions are on the rise and from online bill pay to credit card applications, supporting non-profits, charities and fundraising are becoming easier with Razoo.com.

As a social philanthropist site, Razoo.com provides a platform for people to raise and support funds for various charities and non-profits. In order to empower users with tools that’ll help them create successful fundraising campaigns, the focus is shifted away from Razoo and towards the nonprofits and individuals wanting to fundraise or donate, which creates engagement off their website.

With the options to add a Facebook app to their fan pages, the mobile-optimized site or iPhone app to process donations at events, and donation widgets on their website homepages, a lot of activity is happening offsite.

Looking at Compete.com we can see that November has traditionally been a month that sees high traffic to the site because of statewide Giving Days. Not only can individuals raise support for various organizations, but Razoo holds Giving Days to encourage cities and states to fundraise for the local charities providing essential services in their communities.

On November 9th, Razoo hosted its first Give to the Max Day in the Greater Washington area driving traffic to the site.

UVs to Razoo.com

Another Giving Day followed in the beginning of February, and diving deeper, we can see that the Daily Reach for the first of February was increased because of the Giving Day for Alabama (Alabama Gives Day).

Daily Reach to Razoo.com

“The online engagement with our users is being built off Razoo.com between Giving Days, so when a Giving Day comes up, the switch is flipped and our users are actively engaged on our website to support their cause,” says Ifdy Perez. “Essentially, Giving Days are indicators of the multi-channel engagement approach that goes on between events, which includes offline actions.”

With a multi-channel engagement approach Razoo is able to provide a web presence and platform for users on Razoo.com and simultaneously create an offline experience.

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Where Should The Google Analytics Tracking Code Be Placed?

Before I even start talking about this, let’s go to code.google.com for the official recommendation on where someone should place their Tracking Code on their webpages…

The Analytics snippet is a small piece of JavaScript code that you paste into your pages. It activates Google Analytics tracking by inserting ga.js into the page. To use this on your pages, copy the code snippet below, replacing UA-XXXXX-X with your web property ID. Paste this snippet into your website template page so that it appears before the closing </head> tag.

Google Analytics Asynchronous Tracking Code

The Google Analytics Asynchronous Tracking Code

Ok! Thanks for reading, see you next time!

Just kidding, of course it’s not that simple.

So seriously, where should I put my Google Tracking Code?

We actually get people asking us about this a lot. It’s one of the first items in our audits that we look at. What version of the tracking code are you using, and where is it on the page. There are plenty of variations, but the most common one if it’s not completely up to date, is having non-Asynchronous (or ‘traditional’) tracking code, which is placed at the bottom of the page.  So when the first item in our audit says “We recommend you update to the Asynchronous tracking code, and move it’s placement into the <head> of your document, rather than at the end of the <body>” people get worried.

Is it bad to have the Google Tracking Code at the bottom of the page? I read that you should put it there at the bottom, rather than up in the head because it makes your site faster.

Headless fish bodies

Should you place the tracking code in the <body>?

The quick and dirty answer is that yes it’s safe to put the new code really anywhere on the page, and for 99% of users, you’ll want to use the Asynchronous code and put it in the head of your document. There are a few exceptions/alterations which I’ll note in a minute.

The less quick part of that answer is that it WAS bad to put the traditional Google Tracking Code in the head of your webpage in the past, so if you read some book or blog purporting to speed up your website extolling the virtues of putting the Google code at the bottom of the page, then they may have been correct once, but they aren’t anymore. The speed of the internet, and all that jazz.

Google released the Asynchronous Tracking code on December 1st, 2009. Prior to that point all we had was the traditional code, and it worked like most other basic JavaScript code. That is to say that it would go one line at a time. So when your browser loaded up a line of code, it would load that line only, and then wait till that line was fully loaded. Then, and only then, would it move to the next line, and then load that line, etc. Like a single conveyor belt. The problem with that design though, is that if you ran into a snag the entire page would hang. So if the Google Tracking Code back then was placed at the top of your webpage in the head of the document, then the speed your site loaded was partly determined by how quickly Google sent you that code. If it took Google 10 seconds to send you that code, that was 10 more seconds your visitor had to wait to view the page. That’s why it was recommended to put that code at the very bottom of the page. That way if it stalled in loading the files from Google, at least your page was loaded first.

The Asynchronous code though works differently. Rather than say a SINGLE conveyor belt, now there are multiple ones, and the rest of your page can load up regardless of how long it takes to retrieve data from Google. The tracking code loads up on its own conveyor, while the rest of your site loads on another.

And on top of that the Asynchronous code is designed to be downloaded only once from Google, and then it’s served from your cache (i.e. it’s saved on your computer and you won’t have to download it again), which makes it that much faster.

You lost me poindexter, what does that mean for me?

It means the asynchronous tracking code averages a 5% improvement in tracking data, with some sites showing 10 and even 20% improvement in their data. If you use Adwords, it closes in on 100% accuracy with the asynchronous code.

The asynchronous code is faster, and therefore you get better more accurate numbers as to how many people are actually visiting your site.

What if I have events or things happening on the page, where I need to record user actions, and the tracking code hasn’t loaded yet?

Well, that problem would also happen if you had the non-async code firing at the bottom of the page, but with async it’s much better. Even if it takes time to load the ga.js file from Google, it’s already set up the tracking variables on the page, and will store the events you perform before the actual file is loaded. Once the file loads, then all the events backlogged will be sent to Google. It’s not PERFECT, but for the most part it will capture events that happen prior to the Google tracking code has even finished loading, and send them after the code has been loaded.

So do I need to move it to the head of all my pages? I have a lot of pages, and that’ll take a lot of time.

Fish heads

You can put your tracking code anywhere, but it's better in the <head>

Nope. You can put it anywhere you want really, and It’ll run anywhere on the page whether it’s in the head or the body.  It’s recommended you put it in the head though, so it can be as accurate as possible.

You see, the Pageview is recorded only after that code is loaded up. So the sooner you load the code, the sooner that Pageview is recorded. Let’s say you have a big blog page, and it’s a slow loading one, taking even 10 to 20 seconds to load everything up. If your Google Code doesn’t start until the end of the page, it can get held up, just like the old non-asynchronous code used to hold up OTHER lines of code. Except now it’s holding up the tracking code. If a visitor to your site hits the page, and then leaves it before the tracking code fires the Pageview, then you lose that visitor. They now become a new direct visit to whatever page of the site they landed on. This can make all sorts of data on your site incorrect.

So it’s best practices to use the Asynchronous code in the head of your page, it won’t slow down the rest of your page from loading, and by having it there it won’t GET slowed down by the rest of the webpage either, so it’ll fire sooner, and you’ll get a more accurate count of what pages your visitors visit.

So what are the exceptions? When is it BAD to run the tracking code up in the head?

I mentioned before that there ARE a few exceptions. One is if you’re setting custom variables on the page.

If you set a Custom Variable on your webpage then it will essentially sit on your page, waiting for either a pageview to be tracked, or an event to be called. If you set a custom variable on a page and don’t track a page or an event after it, that custom variable will NOT get passed to Google. Sometimes you might not be tracking any events on a page, but you’ll want to set a custom variable. Because of how code is delivered, it’s possible that custom variable might only get generated AFTER the head document.  Usually a page can be coded so that these variables can be determined before the HTML is delivered and then you can have the custom variables created in the head of the document as well. Maybe it could theoretically be put in the head, but the developers didn’t build the page that way, and you’re not willing or able to have them redo everything. In those cases you can set a Custom Variable anywhere on the page, and then rather than tracking the pageview in the head of the document, you remove this line:

_gaq.push(['_trackPageview']);

from the Asynchronous code, and then insert it later in the page wherever you like, after the custom variables are set. That way the code loads up, it doesn’t interrupt the page load, and you can then track custom variables on the page itself anywhere they appear, as well as retaining the benefit of loading the tracking code early.

HOWEVER, this can also reduce accuracy, because if a user navigates away before that trackPageview is called, then you’re facing the same problems that the traditional code presented in the first place. Another option would be to use Event Tracking. An event being fired will also submit that queued custom variable, so you could fire an event tied to that custom variable. Essentially a throwaway event.

_gaq.push(['_setCustomVar',1, 'Status', 'Logged In']);
_gaq.push(['_trackEvent', 'Custom', 'PageLoad', 'Setting Logged In State',0,true]);

A couple notes on this:

First we’re setting the Custom Variable, we’re assigning it to key space 1 (of 5), and we’re calling it Status, and setting the value to Logged In. That’ll sit there until an Event or Pageview is tracked.

So we do the event. We set it to a Custom category group, we definte the action as PageLoad because a user isn’t specifically interacting with this event. Then we set the Label as to what the event is doing. We add a 0 to the value (you don’t have to add an actual value there if we’re not using it, but I’m personally uncomfortable passing nothing). We also then set the non-interaction value to true. This is also key if you use an event here. If you don’t set it as true, then the event is considered a page interaction, and it will affect your bounce rate from the landing page. Essentially rather than someone coming to your page looking at it and hitting the back button being considered a ‘bounce’ It would not be considered one because the user ‘interacted’ with the site. So we set this to true, so that isn’t considered in that respect.

But wait, I read something on Google’s own support pages that said I shouldn’t do this?

You mean this page?

Yeah, you don’t believe everything you read, do you? That’s old outdated support information.

So if we update is it going to change my data? Like am I all of a sudden going to see more pageviews or something?

It’s possible. It depends on your site, where the code was, what sort of speed and pageload times you have. By updating you should see the data you’re getting change, maybe a little, maybe a lot. But it’ll be MORE ACCURATE data. Here we tend to side with getting the data to be as accurate as possible, even if there is a bit of a break in the levels of reporting.

If I don’t update, will my site continue to track data?

Sure. It probably won’t be as accurate, but depending on your site it’s conceivable it’s not a huge data difference. The main functions are all loaded from the same place, the ga.js file. The main difference is how it loads, how fast it loads or is even cached in your browser, and therefore the accuracy of your data.

So what should I do?

If you’re NOT using the up to date Async code you should update to using that. You’ve really got to have some serious things going on to NOT update. Does it need to be in the head of the document? No, it won’t kill you to have it at the bottom of the page, but if you CAN move it to the top, then you should because it’ll be faster and more accurate. If you don’t know of a reason to keep using the non-async code at the bottom of the page, and you’re not using custom variables… Then really there is no reason to NOT update it and move it to the top of the page. You’ll have more accurate data, you’ll get newer and better tracking features, and more. Come on. Everyone’s doing it.

Where Should The Google Analytics Tracking Code Be Placed? is a post from: Google Analytics, SEO, Social Media and PPC blog

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