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Don’t Waste Time Looking at Web Data Until You Do This – Part 2

Cutting through all the clutter of data, which metrics are your critical few?  You probably have at most three critical few metrics that define your existence…If you can’t take action with anything, then perhaps you are using the wrong metric for your business…the simple process of identifying a metric as your key performance indicator and creating a graph of it rarely helps you find insights…before you diagnose how to improve a metric, you have to identify all the influencing variables…analyzing the variables will help you identify where the true opportunities for improvement are…it forces you to dig in a methodical manner and let the data, not opinions, drive action…

-Avinash Kaushik (@avinash), Web Analytics 2.0

 

We’ve talked about what makes a good metric to look at for your business.  But, you have to be careful here.  There is soooo much data wrapped up in what seems at times like an endless amount of possible metrics. If you are not careful, you will catch yourself wasting your time lost at sea with no idea how to get back home where you belong.  By “home” I mean those critical metrics that will measure what needs to change at this specific point in time for your online efforts to improve.  So, before you dive in and drown in data, the first and maybe most important thing you can do is determine where to focus your attention.  By doing this first, you create a map that will guide you to the right places to dive for those golden insights you so desperately need to make your next decisions for action.

Where You Should Invest Your Web Marketing Budget

…the bottom line for magnificent success is the people…invest multiple times more in her or him, or more of them, if you truly want to take action on your data. Otherwise, you are simply data rich and information poor…a great tool in the hands of your reporting squirrel is useless.  A free/inexpensive/underpowered tool in the hands of your analysis ninja will yield massive results that impact your bottom line…

-Avinash Kaushik (@avinash), Web Analytics 2.0

Web data is easy to get at; and it can even be free.  Yes! That is awesomeness.  But, you know what’s not easy to get and is not free?  The insights you can get from the data that will result in wise decisions and actions for business growth.  Since this is the case, it just makes sense that you would spend way more on what will get you insights than you do on what gets you the data.  The bottom line is that you have to invest in talented people.  Without them, your data is useless (except you may FEEL good if the blue line goes up and to the right).

How to Have a Lifetime of Happiness on Your Website

…you need to drastically rethink what it means to use data on the web…there is a lot of data, but there are fundamental barriers to making intelligent decisions…because clickstream data is great at the what, but not at the why…it’s important to know what happened, but it is even more critical to know why people do the things they do on your site…and the what else, which is perhaps the most underappreciated data on the web…your web analytics tool can report only what it can record…if you marry the what with the why and the what else, you’ll have a lifetime of happiness

-Avinash Kaushik (@avinash), Web Analytics 2.0

 

Are You Held Accountable for Your Website Decisions?

For far too long our online efforts have accurately been classified as faith-based initiatives…that’s exactly how we made decisions for our offline efforts, and when we moved online, we duplicated those practices.  But online, in the glorious beautiful world of the Web, we do not have to rely on faithyou have a God-given right to be data-driven…to understand the impact and economic value of your website by doing rigorous outcomes analysis…web analytics is like Angelina Jolie; sexy, powerful, and a force for good.

-Avinash Kaushik (@avinash), Web Analytics 2.0

 

Highest Paid vs. Data

In a typical business, the highest paid person’s opinion usually wins.  This does not mean that their opinion is always the most informed though.  It’s just the most powerful.  The problem is that it is also the least accountable.  But, in the world of the Web, there’s a new sheriff in town.  Data.  This is because data (when used correctly) can provide accountability for decisions made.

Analyzing Customer Search Sessions to Learn What They’re Thinking

Site search helps you find out what customers are thinkingSo far, we’ve looked at pattern analysis and failure analysis as ways you can use your internal site search data to improve your website (which you should be doing!).  But, there’s more than just search queries to look at.  There are also search sessions that you may be able to look into for more insights.  A search session occurs when a searcher executes multiple queries in one session while trying to address a single information need.  As they interact with your search results and content, it should tell you a lot about how your site is servicing them.

Gain Insight Into the Searcher’s True Need

The catch here is that you will need data collected from your site that helps identify who searched and when they searched so that you can do some session parsing.  If you are able to sort by user ID and time, you should be able to see all of the searches they performed during a session to gain insight into what the user was thinking.  This takes you to a new level of analyzing by looking beyond just queries to how searchers refine them and how their information needs change as they perform multiple searches.  This gives you more insight into the searcher’s true need than by just looking at individual queries.  You can piece together all of the searches to get inside the mind of the searcher to understand his need and how it changes as he interacts with search results and content.

Site Search Analytics: Engines Don't Play Matchmaker, But You Should

We’re currently talking about how to use internal site search data to improve your website performance.  The first type of analysis we looked at was pattern analysis, which entails finding what popular queries have in common or what’s odd about them to gain insights into the content your visitors want and need.  Next, we’ll take a look at failure analysis to find where your site searches are going wrong so you can find what to fix first.

Failure Analysis

Zero Search Results – The first place to focus is on queries that are resulting in zero search results.  Within this group of queries, if you focus on those that are potentially relevant to your business, you will likely find areas where you’re not offering your visitors what they want.  Or, maybe your content is there but isn’t being found, and your site search engine requires some modification.  Or, maybe your content is there, but its language is different than that which searchers are using.  Search engines don’t play matchmaker.  That responsibility falls on you.

 

Useless Results – Your search engine may be delivering results that aren’t satisfying users for some reason.  You want to make sure your first page of results contains as many relevant results as possible.  How can you do this?  One idea is to grade the first page results for some of your top queries.  For example, you could give a great result a 2, an OK result a 1, and a bad result a 0 and then add up the scores of the top 5 results.  Those queries with low scores will give you an idea of the quality of search results for each query.  Then, you’ll know where to focus to improve the user experience.

Best Match – Is the best result for your queries showing at the top of the search results?  If not, is it at least in the top 5?  If not, you are failing your visitors.

Results Click % – What % of clicks does each result get for your important queries?  This KPI shows you what your users think is relevant to them.  If they are telling you that the best result is not at the top, this can help you make adjustments to move that result up on the page.

Search Exit % – What kinds of queries or groups of queries are searchers using that lead them to exit the site without clicking on any results?  This is a great place for insights into improvement.

Of course, you always want to be thinking about how to apply each of these types of analysis to your specific organization.  For example, a bookstore might use failure analysis techniques to figure out what book titles they may not be carrying that they should.  Or maybe they have the book, but users aren’t finding it for some reason.  Or maybe there are 10 editions of a book and the only way to know the best result is to analyze where users are clicking.  Each organization will be different, but the general principles are the same.

 

Site Search Analytics – Pattern Analysis to Improve Your Site

Your site search data, the phrases your website users type into your internal site search engine, is data that is swimming with insights into helping to make satisfied customers with your web site.  If you are someone that is responsible for the performance of a site, this is most likely information that you’ve never looked at and may have not even known existed.  But, you’re going to want to become familiar with it because it’s about the best place you can go online to learn what your users want.  Read the first post in this series for why.

Let’s start with a major analysis type that we can use with this data to improve performance, pattern analysis.

Pattern Analysis

With this type of analysis, you look at what your queries have in common or what’s odd about them.  Basically, as the name suggests, any patterns that you can identify when looking at the main phrases being used by your visitors.  If you study these groups, you should be able to gain insights into the content your visitors want and need.  Take a look at these search terms for a minute or two…

In looking at the queries, you can clearly tell this site is in the medical field.  What kinds of interesting patterns do you see?  Here are a couple of my observations…

  • the top query “enter your search term here.”  It looks like many visitors are just hitting the search button without entering a query.  Why?  If not, is there another technical reason we’re missing here?
  • 3 of the top 25 queries are forms of “log in.”  Are people having trouble finding where to login?  We can even throw #24 in this group – “patient portal.”  Are patients the ones trying to log in?
  • 2 of the top 25 are “ipad” and “mobile.”  Looks like people are going to the site looking for apps.  Are they finding them.  Why are they searching instead of just navigating there?
  • 2 of these terms are forms of “system requirements.”
  • “demo, training, certification, support” are all queries looking for assistance with the product.

I could keep going, but this gives you an idea of the different types of groupings that you will come up with if you just observe what the queries are.  Once you do this, you will start to see patterns emerge that will give insight into what’s going on with your visitors.  This will lead you to ask a lot of questions that will start you down the road to finding answers to why searchers are acting the way they are.  That’s where the gold is.

Here are some of the types of patterns you should keep your eyes open for that will help improve your site…

  1. Tonal – How does the language of your visitors and your content match up?
  2. Synonyms – Grouping synonyms allows you to see how popular different subjects are with your visitors and the kinds of words they use to find what they’re looking for.
  3. Time-based – You can look at what’s important and when to deliver the right content at the right time.  Time plays a huge role in shaping searcher’s needs.
  4. Questions – You can cluster queries by the types of questions that are embedded in them to see what is on searcher’s minds and how you are delivering it to them.
  5. Answers – You can do the same with types of content they want to find that they’re implying in their queries.

Sometimes thing will jump out at you immediately after you identify a pattern and other times you might have to play with the data a bit.  After you’ve established patterns and have identified the questions that they spark, it’s time to seek out those in your organization that can answer the questions about visitor intent thoroughly.  Those answers will be a helpful guide to improving your web site performance.

Site Search Analytics: What Your Customers Want…In Their Own Words

When people come to your site, it can be really hard to know why they are there.  The truth is the average conversion rate on e-commerce sites is only around 2-3%…and that’s on sites that are specifically built to sell stuff.  So, what happens to the other 97%?  Why were they there?  Did they find what they were looking for?  If not, why not?  Is the content they are looking for even on your site?  If so, are they able to find it easily?

Keywords that bring users to the site via search engines can help, but visitors are prone to being vague when they use search engines.  But, there’s one place to go for insights into why visitors are on your site that gets overlooked.  It’s a place where your site visitors become much more precise about their browsing intent.  It’s your site search data.  No, not the keywords they used in search engines to find your site.  It’s the phrases they used to search ON your site after they arrived.

You’re Not an SEO Unless You Read This Post

I often write about the various jobs, skills and talents that go into optimizing a website for search engines. As the owner of a firm that specializes in website marketing strategy and leader of an awesome team of talented people, I’m quite biased as to the need and value of having such a team working on all the aspects of marketing your website.

Yet, optimizing a site isn’t terribly difficult. Anybody can be taught the basics, which many already know and are implementing on their websites right now. But SEO is more than basic implementation of strategies you’ve read about online or on Twitter. SEO is much bigger the sum of its parts.

Good SEO Starts with Smart Purchasing Decisions

I don’t know about you, but sometimes I get completely overwhelmed with the sheer amount of time, energy and raw hours that go into properly marketing a website online. The thing that gets me the most is that with SEO and other forms of online marketing, there really is no situation when you can sit back and say “we’ve arrived.” Once you optimizeMake a smart purchasing decision when choosing SEO services a site, there are still so many things that can be assessed, analyzed, uncovered and corrected that you never really can say, “It’s Miller time!”

This is what I envy about web designers. They get to produce a finished work, then go and collect awards for their work. But, online marketing – that’s a different ballgame all together. Sure, we can celebrate top rankings, but tomorrow there is another keyword that needs improvement!

Making a Smart Purchasing Decision

Ninety percent of the online marketing services my company provides are based on the amount of time we guesstimate the job will take to get results. There are a few expenditures the clients may have to buy into (directory submission fees, requested analytics tools, etc.), but most of the cost associated with SEO services comes down to determining how many hours are needed on a month-to-month basis.

We look at time needed for researching, writing, analyzing, tweaking, optimizing, communicating, reporting and linking, just to name a few. Sometimes I think it’s difficult for clients to fully appreciate the time invested in doing a job properly, especially when they see “less expensive” options floating round. Sure, you can hire some kid down the street to mow your lawn, or you can hire the gardener to take care of your lawn, garden and flowerbeds and to get rid of unwanted rodents, weeds and other pests while making sure everything is properly fertilized and pruned each week. The time difference between the two is substantial.

The problem comes, in SEO at least, when many people are expecting to hire the gardener at lawn mower kid wages. There is just no way the gardener can do their job effectively in the time it takes for the kid to mow the neighbors lawn across the street. Can’t happen.

How Much Time Does a (Good) Job Take?

When it comes to purchasing an SEO or SEM strategy for your online business, there are two things to consider: How many hours does it take to meet your expectations, and how much are you willing to pay for each hour that goes into meeting those expectations?

Many SEOs charge a pre-determined package price. That just means they have pre-determined how many hours they will be providing you for their service. If you purchase an SEO package for $3000 per month, you can get anywhere from 30 hours ($100/hour) to 10 hours ($300/hour). The question you have to ask yourself is – can the $100/hour guy get the same results as the $300/hour team?

If you can confidently say yes, then maybe that’s your guy. If not, maybe you need to consider the more “expensive” option. But we all know, cheap and ineffective usually turns out to cost a lot more than the expensive option that gets results!

Ten hours per month on SEO or SEM doesn’t seem like much, but in the right hands, a lot can be accomplished. Here is a simple breakdown of what I would consider the average, high-quality SEO campaign:

  • Site Architecture and Site-Wide SEO: five to 10 hours needed at the onset to analyze the initial site architectural problems and create a concatenation schema to make all pages “search engine friendly.”
  • Keyword Research: initially, up to five hours to research the site’s core terms, determine which pages/keywords are a top priority for optimization and create an optimization plan moving forward. An additional 30-60 minutes of keyword research can go into each specific page being optimized.
  • On-Page Optimization: one to two hours per page to optimize keywords into the text, streamline the code (if necessary) and implement onto the site.
  • SEO Maintenance: two to four hours each month to review past optimization efforts and implement tweaks and changes designed to improve site performance. This also includes reviewing site usability and conversion issues.
  • Link Building/Social Media: five to six hours each month, at a minimum. New or competitive sites can, and often do, need much stronger link building or social media campaigns.
  • Analytics and Testing: three to five hours per month. No SEO campaign is complete without some way to analyze the overall performance of the optimization, usability and conversion improvement efforts that are being invested. The better the analysis, the more hours that must be invested.

These numbers can fluctuate depending on the size of the site, but this is what we would consider a pretty basic campaign. If you’re looking for the best pricing option, how much from this do you feel you can cut before you’re cutting into your success?

That’s the key question. If you’re looking solely at pricing and not factoring in the actual work, you’re bound to make a bad purchasing decision. The real question is, will the price you’re paying (or willing to pay) give you the ROI you need to make a profit? It’s probably not a good idea to purchase SEO until you can answer that question affirmatively.

Stay tuned. In my next post, I’ll discuss your options for hiring in-house vs. outsourcing, and making sure you’re spending your SEO budget wisely in an uncertain economy.

Follow me at @StoneyD and @PolePositionMkg.