Understanding the importance of Key Performance Indicators and why your digital strategy needs it.How to develop the right KPIs and identify the right metrics for your online campaigns
5. Identify the right the Indicators
What do
we want?
GOALS
How can
we get it?
STRATEGY
What do
we see
when we
do a good
job?
How can
we
measure
this?
KPIs
METRICS
ALIGNED TO
STRATEGY
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6. “One of the strengths for Digital is its ability to help
find the right needle in a digital haystack of data.”
7. The raison d’etre for KPIs are monetisation,
optimisation and prioritisation
By digital touch point
By campaign
Of marketing investment
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8. Use Touch- points that work for you
•
Product Demos
•
Technical Expertise
•
Social Media Data
•
Search
•
Web Analytics
•
Display Advertising
•
Behavioural
Targeting
•
Rich Media
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9. Monetise, Optimise & Prioritise for better
ROI
Source: Reporting and analytics tools and capabilities, (Davenport and Harris, 2007)
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10. Challenge:
Use information from online
behaviour to make better
decisions about on-ground
inventory allocation
Source: Google Analytics Cases
11. Nissan: Online Indicators, Offline Purchase
CONVERSION
ENGAGEMENT
AWARENESS
• Online Banner
Click Thru rate
• Build and price
tool
• Views per
model
• Test-drive
request form
• Brochure
downloads
• Product page:
time spent
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12. Nissan : Online Indicators, Offline Purchase
GOALS
• Leverage product
pages, online
promotional materials,
and data collection to
understand user
preferences(model,
colour & accessories).
• Make informed
decisions about serving
demand in local
markets
APPROACH
RESULTS
• Focussed on metrics
that drive conversion KPI
• And added tags that
track user preferences
• Global dashboard with
timely analysis of
product popularity
globally and by market
• Predictive analytics
used to model user’s
path to conversion.
• At-a-glance reporting
for quicker, more
accurate decisions
• Implemented custom
reporting to facilitate
knowledge sharing
• Validated supply &
inventory decisions
measurable effect on
sales
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13. Choose Metrics that work
What do
we want?
GOALS
How can
we get it?
STRATEGY
What do
we see
when we
do a good
job?
How can
we
measure
this?
KPIs
METRICS
ACTIONABLE
VITAL SIGNS
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14. Focus on Metrics that matter
Numbers that look good on paper, but don’t
really impact the KPI.
– Vanity Metrics
Stats that tie to business goals & specific tasks
you can improve.
– Actionable Metrics
• Facebook Fans & Twitter Followers
• Engagement Rate on post ( Comments,
Shares & Re-tweets)
• Traffic to the website
• Banner Impressions
• Bounce rate on website pages
• Click thru rate on Banners
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17. Different Metrics for Different KPI
Retention
Conversion
• 1-2-1
communications
• Active user registration
• Search activity
• Site visits
• Behavioural targeting
• Download app/service
Engagement
Awareness
• Personalisation
• Viewing a video
• Community involvement
• Buy a device
• Depth of exploration
• Product
engagement
• Repeat traffic
• Site search
• Social media
shares
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19. X-Box: e-DM Promotion
Goal:
Identify crucial moments in the path to
conversion & increase franchise game
downloads.
Insight:
Users who play the demo games are
more likely to download the games.
KPI: Franchise Game downloads
Metrics: % Played demo,% Open eDM.
Approach:
Open rate can be increased by sending
demo offers to recipients who have not
played the games.
eDMs can be used to sustain engagement
and reduce drop-offs.
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20. Tags are the foundation for metrics
Tagging (pages, assets, ads, etc) allows
• Tracking of consumer
behaviour with respect to
owned, bought and earned
media;
• Measurement of marketing
efficiency; and critically
• Optimization of digital
marketing (spend/activity)
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21. Tagging Website Assets
Page-level tagging
automated through CMS
• All sites/pages created through the CMS
system should automatically receive
page-level tagging across all platforms
(e.g. .com, .mobi, GOSP, etc.)
• Asset-level tagging is required for
campaign activities on local sites to track
user interaction (e.g. clicks) with those
assets (e.g. links, banners, touts, Flash
content, etc.)
Asset-level tagging for
campaign activities, through
agencies managing content
Without page-level tagging, asset level
tagging is not recognised in reporting
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23. Puma : Comparative Website Experience
GOALS
APPROACH
• Understand how to
leverage the website
as branding tool & ecommerce gateway.
• Use segmentation and
compare market-wise
site experience and
user behavior.
• Enrich the entire
website experience to
drive conversions
• Measure on-page
effectiveness for design
& site elements.
• Increase online orders
and improve
conversion rates
• Test multiple website
headers, interface
options and content
variations.
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RESULTS
• Order rate increased
7.1% by optimizing
website header.
• Visitors spent twice as
long on the site
interacting with PUMA
brand content
• Key growth regions saw
nearly 50% increase in
engagement & visits
25. Measuring effectiveness : 5-Step process
Starts with brief to agency
Determine end action items to be measured
Prioritize targets
Set targets based on benchmark (from previous
similar campaigns)
Use a dashboard to help review & improve
performance to achieve targets
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27. In summary
•
Strategy: Different KPIs for each
stage of the consumer journey
•
Use KPIs that indicate progress in
the right direction : to the goal
•
Metrics: Identify key metrics that
allow you to measure the KPIs
•
Integrate KPIs & metrics into every
campaign plan
•
Tagging: Tagging equals
campaign accountability
•
Implement tagging to empower
measurement of campaigns
•
KPIs: Using KPIs right to help you
do business better.
•
Monitor the dashboard and use
insights to optimize activities.
Actionable:Serves as ‘vital signs’ to monitor an activityGives indication when course correction is required before it’s too lateShows how much cloer/farther we are to our goal.
Nissan Motor Company owns a network of websites across the world that helps consumers decide which Nissan vehicle they’d like to purchase. On these sites the visitor can explore products and services, download localized versions of promotional materials, and submit a reservation for taking test drive.
Nissan wanted to access much greater detail – such as users’ preferences according to car type, model, and color – to enable them to measure more information about each inquiry Visitors requesting a test drive or brochure is prompted to complete a form that includes not only contact details, but also the vehicle they are interested in – including category, model, and color. Nissan simply places an e-commerce tag on the “thank you” page that follows the user’s completion of a brochure or test drive request form, and this enables the product preference information to be captured. By analyzing the resulting reports, Nissan’s Global Marketing Strategy Division can understand which vehicles are in demand, and can make decisions tailored for each local market. These insights have enabled quick decision-making on critical business activities as well as facilitating website optimization.
Added tags to web- pages, enquiry & test-drive & brochure download forms that track user preferences.Custom reports allow Nissan to easily perceive complex information in one view, dramatically reducing the time to summarize multiple reports, document the findings, and share this within the organization. As a result, Nissan has been able to decentralize access to their different market operations. While the Global Marketing Strategy Division can quickly check results from the world, each country manager can also check his or her own result at one view to quickly assess the popularity of models for a specific region.
Actionable:Serves as ‘vital signs’ to monitor an activityGives indication when course correction is required before it’s too lateShows how much closer/farther we are to our goal.
A metric that cannot be affected is not useful ( Absolute visitors vs visitors month on month)Metrics that can only go up do not paint a true picture (Cumulative time spent on site vs Length of each session)
A dashboard allows you to view all KPI & associated metrics. It also gives a summary of how well you are doing. Dashboards are critical to understanding KPIs and metrics from dataA dashboard is both the master health check for your campaign and a GPS to navigate the reams of data in order to understand what actions need to be taken.
The ‘ask’ of the consumer at each step of the consumer journey is more involving and therefore KPIs also change to measure that involvement.
Validate what you know by gut instinct.
So how do you understand if the consumer has performed specific activities? You tag all items that help understand user actions.Tags give a lot of information.Each tag has their own numerical code that conveys information about the owner, the port of departure, destination, and flight details.Tags make it easy to trace each person travelling through the purchase funnel & decision making process.
All pages created via Content Management System are tagged at Page Level automatically for .com, mobi and GOSPFor tracking of user interactions, Asset level tagging (such as banners, download buttons) for campaign activities on local sites is required
PUMA used profiles and custom filters to create a holistic view of all of PUMA.com and a separate, targeted view of each PUMA category site. Used Key Event Tracking to measure interactions with dynamic page elements and Advanced Segments to isolate visitors from each region. Dashboard used to monitor effectiveness and track testing.
Measure: Putting the basic KPIs & metrics in placeMonitor: Using a dashboard to understand your activity & progressOptimization: Using learnings from previous activities to make channels & messaging more effectiveRecommendation & ROI tracker: Tracking changes made & the resulting benefit.Testing: Focus on optimization & understanding what changes could yield max ROI