Analytics Expert

A few lucky SiteCatalyst users got a sneak preview showing of our Summit session, and the nearly unanimous reaction was that one of our three advanced tactics really stood out as the most exciting: the getPercentPageViewed plug-in, which (as the name suggests) allows SiteCatalyst to capture the percentage of a page (vertically) that the user has viewed. Best of all, the plug-in is completely free and available to all Omniture users. You can download it, along with basic documentation and installation instructions, from within SiteCatalyst by going to Help > Home, and then choosing Supporting Docs > Implementation > Plug-ins from the left navigation menu.

getPercentPageViewed—an overview

Omniture already offers a number of tools to help you understand what users are doing on your site. As far as page design and layout analysis are concerned, you’re probably familiar with ClickMap, which applies a graphical overlay to links and buttons to show you which page elements your visitors are clicking (and how often they’re clicking them). But this is just one gauge of page consumption. There are plenty of scenarios where it would be great to know not just what the user clicked, but also what the user saw. How much real estate do you really have at your disposal? Are users finding the page elements that you want them to find? This is exactly what the getPercentPageViewed plug-in does. It calculates the length of the page (even adjusting if users resize their browser) and then determines how far down visitors go before clicking away. This value updates as the user scrolls, and will always retain the maximum percentage viewed—even if the user later scrolls back up to the top.

To implement the plug-in, you will need the following:

1. Two Custom Traffic (s.prop) variables.
2. A correlation between the two variables.

That’s it. You can do more with additional s.prop variables and correlations, but we’ll start out with just these two items.

NOTE: The plug-in can (obviously) only determine how much of the page the user has viewed after the page has loaded, and only as the user scrolls. This means that the only reliable way to capture this data for a given page is on the next page view. Thus, we’re really capturing “percentage of previous page viewed,” but we can still marry this to the correct page name for analysis. I’ll explain how to do it below.

First Custom Traffic variable: Percentage of Page Viewed

To the developer’s enormous credit, the plug-in is extremely easy to implement. Instructions are available in the Knowledge Base, but essentially you drop the bulk of the code into your plug-ins section where you probably already have other code snippets such as getQueryParam and getValOnce. Then, within the s_doPlugins() function, you make a call to the plug-in as shown below (using s.prop1 as our Custom Traffic variable):

// capture the percentage of previous page viewed
s.prop1=s.getPercentPageViewed();

Simple. However, this doesn’t really give us anything actionable on its own. Just a bunch of numbers representing the raw percentages viewed for all pages on your site:

The really useful data comes when we also capture the previous page name (or previous site section, previous search term, etc.) into a separate Custom Traffic variable and enable a correlation between these two variables.

Second Custom Traffic variable: Previous Page Name

As described above, the second Custom Traffic variable captures the previous page name so that we can break down page name by percentage of page viewed, since that is where the magic happens. Fortunately, there is another plug-in (available in the same location as getPercentPageViewed) called getPreviousValue which makes capturing the previous page name easy. Installation of getPreviousValue is very similar to installation of getPercentPageViewed, and you would call the plug-in as shown here (using s.prop2 to capture the previous page name):

// pass the previous page name into prop2
s.prop2=s.getPreviousValue(s.pageName,'gpv_pn')

That’s it. So, finally, combining the two into a conditional, here’s how we recommend implementing these two plug-ins:

// capture previous page name; if it exists, capture percent of page viewed
s.prop2=s.getPreviousValue(s.pageName,'gpv_pn');
if (s.prop2){
s.prop1=s.getPercentPageViewed();
}

At this point, you’ll have a Custom Traffic report in SiteCatalyst with a bunch of raw percentages, and another Custom Traffic report that looks very similar to your Pages report, except that it shows the previous page name for each page view.

Correlation

Adam Greco wrote about data correlations in a previous blog post, and I highly recommend reading his advice if you’re unclear on how correlations work or on how to set them up. In this case, you will want to enable a correlation between the two Custom Traffic reports that correspond to the variables that you’re using to grab the percentage of page viewed and the previous page name. Once the correlation has been set up, you can go to the Previous Page Name report and click the green correlation icon to break down any page name by the Percentage of Page Viewed report, giving you something like this if you chose to break down the “Home” page name:

This is starting to become useful. We can see that our home page typically gets users to view around 50% of the page. If we have important links, ads, videos, etc., we probably should put them in the top half of the page. Or maybe the page is altogether too long and could be shortened.

Another useful way to look at this data involves grouping the various percentages in the report using SAINT. Looking at the raw percentages (0-100) is a good start, but bucketing can help bring to the forefront trends that may be harder to see by viewing the percentages as-is. And because you can add multiple classifications to any report, you can actually slice and dice your percentages in a variety of ways: quartiles, quintiles, deciles, etc. This gives you easily digestible reports, such as this one:

Where this gets even cooler is in the context of A/B testing. You can send various page layout names into a Custom Traffic report (using getPreviousValue, of course) and correlate with percentage of page viewed to see how the different options engage users differently. You’ll already know what they clicked, thanks to ClickMap or other reports, but the getPercentPageViewed plug-in can help you see how different variants affect page consumption.

You can do some great things with these reports.

• On the surface of it, you can let your team know exactly how much “real estate” they realistically have to work with on key pages.
• Key features that you want to highlight can be moved into the appropriate locations where you know most users will see them.
• Where appropriate, pages can be shortened to lengths more suitable to actual user behavior.
• Calendar events can help show how site/page changes affected consumption.
• Comparing to ClickMap or custom link data, you can understand the relationships between viewing a certain portion of the page and clicking on links within that portion of the page.

A few final questions (and answers)

Q: Should I use a Custom Conversion (eVar) variable as well (or instead)?

A: My feeling is generally that a Custom Traffic approach is best. Because the percentage of page viewed is going to be captured on every page, there isn’t much value to the persistence offered by eVars. The only use case that I can imagine for eVars in this scenario is the ability to understand how page consumption on the entry page affects conversion (which could be accomplished by using the plug-in to populate an eVar set to “Original Value” so that the entry page receives credit for the conversion). For the majority of users, the real value here is simply in understanding how page layouts and lengths are working, which can be accomplished using a Custom Traffic variable.

Q: What happens if users abandon my site? Do we still get to see how much of the page they viewed?

A: Because the plug-in captures the percentage of the previous page that the user viewed, if users close their web browsers, click a browser bookmark, or enter a different URL in their address bar, SiteCatalyst will not receive the percentage for that final page (as there is no “next page” on which to capture the data). However, if the user clicks an exit link, the percentage of the page that the user viewed will be captured prior to the user leaving your site.

Q: What if users resize their browser horizontally?

A: It will have no effect on the plug-in’s ability to capture the percentage vertically. If resizing the browser changes the maximum length of the page, the plug-in will adjust to it.

We have already seen SiteCatalyst users do some great analysis and optimization based on this functionality, so hopefully you’re as excited about this new plug-in as I am. Next time, we’ll cover the final topic from my Summit session: participation. (Adam already described this feature, but we have a few things to add.) Of course, if you have any questions about getPercentPageViewed, either based on this blog post or on the content we shared at Omniture Summit (or if you asked a question at Summit and we didn’t get a chance to answer it!), please let me know by leaving a comment here. You can also contact me via Twitter (@OmnitureCare).

Whew! Omniture Summit 2010 has come and gone, but hopefully you’re still deriving real value from some of the thoughts, tactics, and strategies that were discussed, both formally and informally, at the conference. As promised, I will be blogging about each of the three advanced SiteCatalyst solutions that my team and I covered in our breakout session. (It’s also worth noting that, while we discussed SiteCatalyst specifically in my session, these ideas become even more powerful when coupled with an advanced segmentation tool, such as Discover or ASI, or when used in the context of Test & Target.) Let’s get started with the first topic from our session.

Visitor Scoring—an overview

You probably have a number key activities on your site that constitute a highly engaged visitor. These are things that you want users to do, because they either constitute direct success (i.e., conversion), indicate the building of loyalty (e.g., social elements such as “Write a Review”), or suggest that the user is truly interacting with your site (e.g., internal searches, viewing photos, etc.). Visitor scoring in SiteCatalyst allows you to assign numerical “scores” to each of these key activities, and then aggregate these scores as visitors move through these different site elements.

The idea is that you can begin to see how varying visitor (and visit) scores affect conversion and customer loyalty. For example, you may notice that users with a score of 30 or higher spend twice as much money on each order when compared to users with score less than 30. You can also drill down to see which site elements are preferred by highly engaged visitors so that you can focus your efforts on those areas. Additionally, the solution allows you to see which visitor acquisition channels generate the highest levels of interaction with key site elements, and which campaigns are the stickiest in terms of leading users to these aspects of your site.

To do this, you will need three things:

1. A scoring system that assigns values to each of your top 5-10 key engagement points.
2. One “counter eVar,” which will be explained below.
3. One custom event, set to “numeric” as its type.

The Scoring System

This is the most complex aspect of the Visitor Scoring solution because you will need to lay out a relative points system for the 5-10 top site elements that you want users to engage. Some users may have access to advanced systems for scientifically assigning relative value to different site activities, but in the absence of such a system here is how we recommend doing this:

1. Identify the top several key “things” that you want users to do on your site (including, but not necessarily limited to, conversion). As described above, these should be activities that show engagement; the idea is to gauge how active a visitor’s experience is.
2. Isolate either the activity that you consider most valuable or the activity that you consider least valuable on your list.
3. Assign that value an arbitrary score, such as “5.” (This can be anything, and can be adjusted later.)
4. Assign other scores relative to that first score. For example, if we believe that “internal search” is our important, but is our least “valuable” activity of those on our list, we might give it a value of 4. Let’s say that subscribing to a newsletter is significantly more valuable; we might give it a value of 8. Reading a review may be even less valuable in our minds than performing a search; we’ll give it a value of 3.

This chart shows an example of how this system might be laid out:

This will be entirely unique to your business and, at the beginning, may involve a bit of educated estimation. Fortunately, as you work more closely with these reports, you’ll be able to see where scores are being inflated (or deflated) by user activities that have been overvalued or undervalued, and you can adjust your scoring appropriately.

The Counter eVar

A staple of almost any SiteCatalyst implementation is the “eVar” variable, which allows you to set a value (e.g., an internal search keyword) and persist it for a customizable period of time so that you can tie subsequent success metrics back to the values. (In the convenient “internal search keyword” example, an eVar allows you to view the amount of revenue, number of leads, etc. that occurred after the given keyword was searched.) These eVar variables accept text strings by default, but also have a nifty option for accepting numbers. Adam Greco defined counter eVars in outstanding detail in a previous blog post, which contains information on enabling counter eVars as well as a number of use cases.

In the case of Visitor Scoring, we’re going to take advantage of eVars’ persistence by setting the number of points for the key activities that were defined in the previous step into the eVar each time the activity occurs. For example, based on the chart above, we would set a value of “+3″ into the counter eVar immediately after the user rates a product, “+5″ every time the user e-mails an item to a friend, and so forth. Implementation-wise, using eVar1 as an example, it looks like this:

// after an internal search
s.eVar1="+4"

// after writing a review
s.eVar1="+5"

(Not that this has anything to do with Visitor Scoring, but it’s worth mentioning here—because we forgot to do it in one of our two chances to present this topic—that you CAN pass negative numbers into counter eVars to subtract from the overall visitor value.)

As the user moves through an experience on your site, interacting with the various key elements that you have defined, he/she will accrue points. If the user converts, you’ll be able to see their “score” at the time of conversion. If they don’t convert, you’ll be able to see that, too.

Pretty confusing, right? We can see that scores of 16-17 appears to be the “sweet spot,” but it’s hard to really understand what we’re looking at here. Fortunately, you can use SAINT to “group” visitor scores, and note that SAINT is flexible and allows you to rearrange/reallocate scores into different buckets depending on your changing needs and observations. After doing this, the report is much more digestible and actionable:

Now we’ve got something we can use. This makes it much easier to see how different engagement levels affect conversion. Again, how you divide up the different scores into groups is completely up to you, and you’ll probably want to adjust it as you dig into these reports. Also, note that you can do some really powerful things here with segmentation; using Discover, ASI, or Data Warehouse, you can focus in on the user experience both for users in the “Very High” group and in the “Low” group to see what they’re doing, and optimize your site around those findings.

The Numeric Event

The final piece of our Visitor Scoring system involves a numeric (a.k.a. “incrementor”) event, which you can enable using the Admin Console. (Mr. Greco documented numeric events as well in a previous post.) This might be my favorite part of the solution.

In addition to setting a counter eVar whenever a user does something that we’re scoring, this method also sets the value in an event so that you can view the score as a metric in various reports. This does involve using the s.products string, but don’t worry; we’re not going to mess with any actual product data. The implementation would look something like this (expanding on the examples given above and using event2 as our numeric event):

// after an internal search
s.eVar1="+4"
s.events="event2"
s.products=";;;;event2=4"

// after writing a review
s.eVar1="+5"
s.events="event2"
s.products=";;;;event2=5"

(Make sure to note that “event2″ exists both in s.events and in s.products in this case, and that there are exactly four semi-colons in s.products before event2 gets set.)

The great thing about this is that it allows you to see how various data dimensions affect engagement with key site elements. You’ll probably want to set up a calculated metric to divide this “score” metric by visits, because the raw score may be higher for different data dimensions simply due to varying levels of traffic; for example, when viewing this metric in the Campaigns report, a campaign that has 10,000 click-throughs will likely have a higher visitor score than a campaign that has 10 click-throughs simply because the overall traffic level is higher. When we view various marketing channels through the lens of this calculated metric, we immediately get a great report:

Social media sites, natural search, and partners are the clear winners in terms of bringing interested, engaged visitors to our site. Looks like we know where to focus our efforts—especially if we already know (from our experience with our counter eVar) how much more conversion a high-score visitor is likely to generate on our site. This gets even better when we focus on individual items within our top channels, breaking down this report by referring domain:

Not only do we know that social media brings eager visitors to our site, but we even know exactly which social media efforts/campaigns were most powerful (in this case, Fark.com, Delicious, LinkedIn, and Facebook).

Conclusion—and two bonus tips!

We didn’t mention this during the Advanced SiteCatalyst session at Summit, so be glad you read down this far. A really useful twist on this solution if you have two available eVars for use with visitor scoring is to configure one of them to expire at the end of the visit and another to a much longer expiration (such as “never”). The first eVar then gives a uniform view of individual visits, and how varying levels of interaction with key site elements affects conversion within the individual visit only. The second eVar would provide a view of “lifetime engagement” across multiple visits since the user last cleared his/her cookies. You can slice and dice both data sets to get some powerful views into how user behaviors may change over time.

Along these same lines, it’s possible that different teams or individuals may want to assign different scores to certain site activities. Don’t fight about it! Don’t let this scoring system destroy the harmony in your marketing department. Instead, similar to the tip just mentioned, if you’ve got an extra eVar, you can actually assign different scores to the same key site activities. Here’s a quick example using s.eVar1 and s.eVar2:

// this one is for the first team
s.eVar1="+5"
// this one is for the second team
s.eVar2="+30"

So there you have it. One tactic down, two to go. Next time, we’ll cover perhaps the most popular of the topics that we covered—the brand-new getPercentPageViewed plug-in. If you have any questions about Visitor Scoring, either based on this blog post or on the content we shared at Omniture Summit, please let me know by leaving a comment here. You can also contact me via Twitter (@OmnitureCare).

We love ideas. Always have. I spend most of my waking hours talking to Omniture users on Twitter, the Yahoo! Forum, blogs, etc., and many of these conversations center on ideas—how best to use our products, how to solve perplexing problems, and how to improve the Omniture Suite.

Because we love ideas—and because we especially love to use ideas—we recently launched the Idea Exchange, where any Omniture Suite user can log in and tell us exactly what ideas they have for any of our products. Then other users can “promote” the ideas that they feel would help them do their jobs most effectively, giving us a great sense of which features are most critical for our users.

(Speaking of critical ideas, enjoy this clip and just know that our building will not be demolished as we’re reviewing the ideas that you send us.)

In all seriousness, it’s a mutually beneficial situation. You have a quick and effective way of letting us know how we can improve your online business optimization efforts, and we have plenty of ideas and feedback that we can implement to make that happen. Our job then becomes to monitor your ideas, interact with you to understand the underlying business questions and your suggestions, and figure out how to get them to you. Various members of our organization spend a lot of time out there; one of the neatest things about last week’s Omniture Summit was hearing Brett Error (Vice President and General Manager, Products and Technology) speak with intimate knowledge about many of the ideas that have been submitted already. So, yeah. We’re listening intently.

You want more eVars? Submit an idea and watch others promote it. (Actually, that one has already been submitted, so you’d be best served by promoting the existing entry.)

Need rule-based SAINT classifications? Describe how you want it to work and follow the implementation process.

Want an entirely new product that does something cool? Yep, you guessed it; Idea Exchange FTW.

You can also use the Idea Exchange to get to know other users in the Omniture community. Everyone has a profile and can add information about himself or herself, upload an avatar, post contact info on several major instant messenger platforms, and more. It’s a great place to get to know how others are using Omniture tools, and it’s also a great place just to get to know others. You can even interface directly with various Omniture folks including developers, Product Managers, and more. You’ll definitely see me around. I’m one of the folks who makes sure things are running smoothly out there.

To begin using the Idea Exchange, just log in to the Omniture Suite as you normally would. Then go to Help > Idea Exchange. You will be prompted to choose a username. Once you have chosen a username, it will be paired up with your SiteCatalyst login info, and you can access the Idea Exchange thereafter either via the Help menu, or directly by logging in to ideas.omniture.com.

So have at it! We need your best ideas, and we need them now. And if you have any questions, please let me know. You can follow me on Twitter at @OmnitureCare, or just send me a message on the Idea Exchange. See you there!

This morning, Omniture announced new solutions in Display Advertising to help advertisers increase their return on ad spend. The press release may be found here: Omniture Announces Display Advertising Solutions for Increased Return on Ad Spend

Today, I’d like to add color to a particularly exciting part of the release titled “Dynamic Ad Targeting & Optimization Using Omniture Test&Target“. This capability marks significant progress towards our ability to increase ad relevancy by providing a capability that matches a visitor that belongs to an advertiser segment (identified using Site Catalyst, Discover or Test&Target) with a dynamic ad (via Test&Target). The ad is dynamically assembled and may contain messaging relevant to the segment.

During the limited release phase for the solution, we have seen a significant increase in ad click through rates (CTR). Given that ad impressions may only be shown to visitors that fall in segments that have proven ROI for return conversions, advertisers reduce impression waste and increase conversion rates, increasing their return on ad spend. This is extremely exciting.

As the Product Manager for the solution, I wanted to outline two major capabilities as we push to bring this solution into the hands of some of the largest advertisers in the world.

Display Testing for Acqusition Campaigns: For Advertisers that are interested in optimizing their acquisition campaigns, Test&Target provides AB and Multivariate testing for elements within the ad. Agencies can purchase media through their current processes. Ad creative would be produced using a Test&Target ad template and would be trafficked across the media plan. Typically, the ad would be served by the agency ad server.

Display Targeting for Remarketing Campaigns: For Advertisers that are interested in optimizing their remarketing campaigns, Test&Target provides the capability to target visitor segments to ads. The creative may be generated dynamically for the relevant segment. For example if you had a visitor segment that was in market for travel between any origin and destination city, they could be shown a dynamic ad containing the origin and destination city. As prior, the ad creative would be produced using a Test&Target ad template and would be trafficked across the media plan and the ad would be served by the agency ad server.

Last but certainly not least, the vision is not limited to increasing the CTR on the ad. The solution includes connecting the messaging in the ad to the messaging on the landing page (via a unified Test&Target Experience) and through the funnel, i.e. the “long ad” to enable our advertisers to increase their conversion rates through reinforced messaging. Advertisers can view reports from “click to close” that allows advertisers to evaluate their ad spend against the metric they really care about, i.e. against conversions or revenue.

For those attending Omniture Summit 2010 , you can learn more at the keynote this morning. I would also suggest you attend a couple of breakout sessions. The first is Optimizing Display Advertising Campaigns The second session is How Data and Analytics Are Shifting the Display Advertising Landscape. Hope to see you there!

I’ll be using this blog to keep you posted on our developments in this space. I’d also love to hear about your thoughts so feel free to comment here or email me directly at schaudha at adobe.com.

At the mobile event of the year, Omniture and Adobe announced several advancements in mobile publishing and content optimization including measurement and analytics for mobile video, testing & targeting capabilities for mobile applications, and beta for Flash Player 10.1 (general availability expected in the first half of 2010). These announcements mark significant progress toward rich, measurable mobile experiences.

The press releases may be found here:
Omniture Announces Mobile Video Measurement Capability
Omniture Extends Real-Time Personalization and Optimization to iPhone Applications
Adobe Unveils AIR on Mobile Devices; Readies Flash Player 10.1 for Launch

Here’s a peek at a ESPN flash video running on a mobile device:

Omniture Summit 2010:
If you’re attending Omniture Summit 2010, be sure to come to the session I’ll be doing on mobile apps. I’ll be covering the announcements above, Dan Mason from ESPN Mobile will be sharing practical advice on optimizing mobile applications, and we’ll be providing a ton of resources for measuring, analyzing and optimizing mobile app experiences to drive value for your business. The session is part of the analytics track and starts tomorrow at 1:30 p.m. (3/3/2010).

(Cross-posted on the Omniture Summit 2010 Blog)

There’s an abundance of opportunity for an online marketer at Omniture Summit, and you certainly have to carefully choose what you’ll do to maximize your time at Summit.

I’m hoping that everyone at Summit will make some time to explore what Omniture Insight might be able to offer their business analysis and optimization efforts, or to learn more about how to further use and optimize your Insight configuration. Here’s a short list of Insight-specific events and opportunities at Summit next week.

Print it, bring it, and join us:

Tuesday, March 2

All day – Insight Analyst Training (Omniture University; Little America)

10:30-11:30 – Insight Customers Only
Omniture Insight: Performance Tuning Your Dataset (Belvedere Room 3rd floor, Grand America)

3:30 to 4:30 – Insight Customers Only
Integrating Offline Data with Clickstream to Enhance Customer Analysis and Optimization [Dollar Thrifty Case Study] (Belvedere Room 3rd floor, Grand America)

Tuesday, March 3

1:30-2:30 – Breakout Session: Transforming from Web Analytics to Online Marketing [Dollar Thrifty] (Ballroom A)

4:00-5:00 – Breakout Session: Integrating Offline Customer Data to Enhance Online Marketing Campaigns [Travelocity] (Wyoming)

All Day – Business Optimization Zone: Omniture Insight Consultants available

All Day – Insight Demo Booth: breakfast, morning break, evening partner reception

Thursday, March 4

11:00-12:00 – Breakout Session: Retargeting Strategies Based on Multichannel Customer Profiles [Citigroup] (Envoy)

1:15-2:15 – Breakout Session: How Microsoft Optimizes Online Advertising on Bing Using Omniture Insight [MSN/Bing] (Arizona)

2:30-3:30 – Breakout Session: Using Multichannel Analytics to Optimize Ad Spend to Click to Revenue [Experian] (Envoy)

All Day – Business Optimization Zone: Omniture Insight  Consultants available

All Day – Insight Demo Booth: breakfast, morning break

Have a question about anything related to Omniture Insight? Do you have any tips or best practices related to Omniture Insight you want to share? If so, please leave a comment here or send me an e-mail at mhalbrook [at] omniture [dot] com and I will do my best to answer it here on the blog so everyone can learn. (If you prefer, I won’t use your name or company name.) You can also follow me on Twitter @MichaelHalbrook.

Learn more about Omniture Consulting

Learn more about Omniture University

I mention on twitter, I have an exciting announcement.

For the first time in Engineering Services history we are going to give away a new solution for a three week trial during my Summit 2010 break out session.   During my break out session you will learn about the solution and how it will help your company.

If you are wondering why we never did this before the answer is fairly simple.  All solutions that we build are custom solutions.  So even though this is a complimentary trial you will need to work in an Engineering Services Consultant to set up the solution for your unique environment.

In addition to the complimentary trials we will be giving away a six month version of the solution ( $4,000 Value).   All you need to do is place your business card in a bucket when you walk into the session.  I believe in full disclosure so I will tell you we will probably send you an email every once in a while (I would be surprised if you got more than 2 a year).  However, we don’t want you to think we are doing the giveaway to buy your email address. We really want you to experience how a custom solution can help your business. So if you don’t want us to email you about how Engineering Services can help you and your business then simply put NO on the back of your business card.

Important Notes:

• We only have 100 complimentary trials to give away during summit and there are over 2,000 summit attendees.  So please don’t take one unless you will invest a little time to work with us to get the solution up and running and take the time to look at the reports and give us feedback on the value of the solution.
• Each instance of the solution takes significant time to setup.  Please be patient as it will take us a few days to set each company up.
• If you really want a complimentary trial and we run out, then give us your email and we will put you on a waiting list.

As always, post your comments or email me at PearceA (at) adobe.com.  It is your comments and emails that keep me posting and give me ideas for future posts.

You can read about my Summit 2010 breakout session here: http://summitblogs.omniture.com/218/

In Part I of this two-part article, I introduced how most companies have rapid time-to-value expectations for their web analytics investments. Senior executives wonder how quickly insights from web data can be converted into valuable enhancements to their online business. Quick wins are designed to satisfy this need as they pinpoint specific data-driven actions that generate a positive return for an online business. Stringing together several quick wins builds momentum for a web analytics team, and each new quick win becomes another success story that further reinforces the importance of developing a truly data-driven culture.

Continuing my hockey theme from the previous article (can you tell I’m from Canada?), the famous Montreal Canadiens goalie, Jacques Plante, once said, “How would you like a job where every time you make a mistake a big red light goes on and 18,000 people boo?” If I’m focused purely on reporting as a web analyst, I’m going to feel much like a goaltender. I’m going to be reacting to the various reporting requests fired my way and hoping not to miss an important save. I’d rather be a forward at the other end of the rink scoring goals (quick wins) and getting cheers out of 18,000 people at my company.

In this part of the article, I’d like to discuss the relationship between quick wins and the implementation process. I’d also like to explore what to do if your team has focused primarily on reporting and not on delivering quick wins to your organization. Is it too late? Not if you’re determined to stage a data-driven comeback. He shoots, he scores!

Quick wins and the implementation process

As a web analytics team, it is important to capitalize on the initial interest in the new web analytics tools. There is a limited window of opportunity in which you can deliver a quick win to continue the same level of enthusiasm or build upon it. However, executives and other key stakeholders need to clearly understand when the game starts — “Game on! Our implementation is complete”. The web analytics team will need to manage expectations throughout the entire implementation phase. You’ll have a problem if the company expects goals before the players are even dressed and on the ice. You don’t want to be down 0-2 before you’ve even started the game so managing expectations is critical.

Along with managing expectations, you want to be careful with rushing your implementation in order to achieve an immediate win. Your implementation forms the backbone or foundation for not just the first quick win but all ongoing value that can be achieved with your Omniture tools (without re-implementing). Shortsightedness and incompleteness at this key stage could prevent your organization from obtaining full value from its web analytics investment. Most large companies need to approach their implementations in prioritized phases. When your implementation is done in phases, there should be ample quick win material front-loaded in the first phase or you may run into time-to-value concerns from senior management before you even reach subsequent phases.

Stage a comeback with quick wins

Well, your implementation may have been completed some time ago. Your team has been able to get some good reporting in place, but you now realize quick wins haven’t been a key part of your game plan. The perceived “0-2″ score may not reflect all of the hard work that has gone into gathering business requirements and in establishing proper tagging and reporting. However, it does reflect the restlessness in senior management and the rest of the company around lagging time to value.

Recently, the Chicago Blackhawks tied the record for the biggest comeback in NHL history when they overcame a five-goal deficit to beat the Calgary Flames 6-5 in overtime. Call a time out. Rally the team around identifying a simple but meaningful quick win. You need to focus on a quick win for an internal group that is willing and able to execute on recommendations in a timely manner. As you start to have some success and gain credibility, you can slowly increase the size, scope, or complexity of each new quick win.

In Omniture Consulting, we regularly help clients with identifying potential quick wins. Sometimes it’s helpful to augment your team’s expertise in a particular area or receive extra help when your team’s bandwidth becomes stretched. Some companies are willing to admit they don’t know what they don’t know, and a fresh, third-party perspective can often be valuable in finding new quick win opportunities. Whether you rally the internal team or turn to the Omniture Consulting bench for additional help, the key thing to remember is that momentum begins with the first quick win. Focus on getting that first goal to stage a data-driven comeback.

In my next article in this data-driven series, I will cover the importance of testing and validating your implementation efforts.

On December 20, 1981, Doug Smail of the NHL’s Winnipeg Jets set the record for the fastest goal from the start of a game – five seconds. His hockey team went on to beat the St. Louis Blues 5-4. If you take a moment to look at your watch and count out five seconds, you realize how fast that goal was. The St. Louis goalie probably still had the Canadian national anthem ringing in his ears. Smail’s quick goal would have energized the entire Jets bench and caused an early momentum shift in their favor.

Just like in ice hockey, it is also important to score early – and often – in web analytics by delivering quick wins to the organization. When choosing a new web analytics solution, most companies go through a thorough business requirements gathering process involving various key stakeholders and then an equally long evaluation process to select the right vendor. After deciding upon SiteCatalyst, Insight, Test&Target, or other products from Omniture’s Online Marketing Suite, many people who were involved in the aforementioned process will be eagerly awaiting the anticipated improvements to their websites and online marketing efforts. In other words, many eyes will be watching to see what happens. While they may be initially patient, their excitement will start to wane if they fail to see tangible value from the new solution after a reasonable period of time and their initial enthusiasm will quickly turn into disappointment, resentment, or apathy.

Time to Value

Marketers and start-ups are familiar with the term time to market. How quickly can we convert an idea or concept into an actual product sitting on a store shelf? In web analytics, time to value is an equally important phrase as it underpins the need for quick wins. How quickly can we convert insights from web data into valuable enhancements to our online business? Individually, quick wins may not encompass the full value that will be received from web analytics, but they will help to build credibility within the organization and demonstrate a positive return on investment to senior executives. Tony Bradshaw and his analytics team at Daveramsey.com have been able to string together a series of quick wins that have resulted in 589% ROI. As Yosemite Sam would say, quick wins prove “there’s gold in them thar hills!”

What is a quick win?

Let me start with what quick wins are not. Although reporting and dashboards are important milestones in terms of getting web analytics in place, they are not quick wins. They may initially feel like quick wins as data-starved teams may celebrate when they receive a new customized report or dashboard. This reporting may be the first visible output to the organization after deciding to go with Omniture. However, the celebration is usually short-lived and forgotten when they realize they need more than just reporting.

Insights gained from a deep-dive analysis may also feel like quick wins, especially when they’re warmly received and devoured by various internal teams. But they’re not quick wins . . . not quite yet. The only lasting and meaningful quick wins are analysis insights or recommendations that are acted upon and result in a positive return for the company. For example, you may have identified a problem with your checkout process that when fixed increases your conversion rate and revenue per visit, resulting in $150k in additional annual revenue. This is a quick win. In summary, quick wins are not data, reporting, or analysis – but data-driven action that creates a positive return.

Quick wins build data-driven momentum

For companies that are striving to become more data-driven, quick wins play a key role in strengthening or changing their internal culture. Quick wins turn into success stories that build momentum for organizations to become more data-driven. In their groundbreaking book “Made to Stick“, authors Chip and Dan Heath illustrate how stories are one of the most effective ways to make ideas sticky (ideas such as being more data-driven). They highlight how stories provide simulation (knowledge about how to act) and inspiration (motivation to act). Quick win stories fuel enterprise-wide education efforts as they create curiosity and interest in web analytics across the business.

Web analytics teams often feel understaffed (”if only we had another analyst”) and underequipped (”if only we had Discover or Test&Target“). For web analytics teams, quick wins feed team growth and the addition of extra tools. As the organization sees tangible value from its web analytics investment, it will want to invest in more web analytics staff and tools. Working with different clients as a consultant, I’ve seen several successful web analytics teams build momentum, grow their teams, and leverage multiple products along the way. I’ve also seen stagnant web analysts, who are probably still churning out the same SiteCatalyst reports they were three years ago.

Another key benefit of quick wins is that they buy time for web analysts to focus on larger, more time-intensive “high-value” projects. If a new director came along and said they wanted four years and a $300 million production budget to produce a 3D sci-fi blockbuster, most studios would show this audacious director the door. However, James Cameron had a few wins under his belt (e.g., Terminator, Aliens, Titanic) when he made the same request to 20th Century Fox in 2006.

In the next part of this article, I will focus on how quick wins relate to your implementation and what to do if you haven’t been focusing on quick wins up until now.

The answer is it depends.  Are you focused on customer communication, brand exposure or increasing traffic to your site?  From Facebook to YouTube to Digg and beyond the list of social media sites continues to grow at an extraordinary pace, making the task of choosing the right route to expand social media marketing increasingly complex. Which social media outlet will net the most bang for the buck?

Check out this graphic created by CMO.com and 97th Floor for an analysis of which social media tools are your best bet, it may clear up some of the social media overload you may be experiencing.

I’d love to get your feedback about what social media site best accomplishes your objectives. Post your comments below.

Click here for a downloadable pdf version of the chart:

http://www.omniture.com/go/26899