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Digital Marke,ng ROI – How to Place Bets
Craig Schinn
Who am I • Experienced marketer
with 15 years experience, predominantly in digital marke,ng
• Worked in consul,ng, agency, tech, and brand
• Exper,se in display, search, SEO, social, affiliate marke,ng, content marke,ng, mobile, and conversion rate op,miza,on
Who Is The Clymb
• Largest daily deals provider in the outdoor apparel, goods, and adventure travel market
• 5 million members • 700,000 shoppers • $60mm in 2014 sales
Customer Insight
• If we have all these people buying gear – what are they doing with it?
• Can we provide authen,c experiences by which they can use the gear and apparel?
What we’ll cover
I. Some digital marke,ng stats around the state of adventure travel
II. Three ques,ons you need to think about A. How do I get quality traffic to my site? B. How do I compel that traffic to convert C. How do I engage them through the process?
III. What tools do you recommend for me to get the most out of my digital marke,ng?
I. Digital Marke,ng + Travel Stats
Social Media Is Big Business
• 18% of travelers are using social media to inform travel choices
• For those 18-‐24, the number is 44%
Digital Trends for the Travel Industry in 2015 and Beyond (e3)
Mobile Is Tablestakes
• 35% of millenials used a mobile device to plan travel
• 65% of same-‐day bookings are on a mobile device
Digital disrup,on & the travel industry (iris Concise)
The landscape is COMPETITIVE
Best Prac,ces in Content Marke,ng for the Travel Industry (NewsCred)
II.A: How do I get quality traffic to my site?
Quality traffic isn’t hard. Just hard work.
• SEO • Paid Search • Display • Remarke,ng • Content Marke,ng + Social • Refer-‐a-‐friend
Organic SEO is your key goal
Over 95% of clicks are on the first page of search results. This is where you want to be for key searches.
SEO: as much engineering as marke,ng
• Have high-‐quality, unique, relevant content. • Put key content and links in words, not images. Images should use alt text.
• Use clear, focused-‐,tle tags. • Construct your URLs in a clear, straighjorward way.
• Links from high-‐quality, relevant partner sites. • Be mobile-‐friendly. This is important now to Google.
Paid Search – start simple, grow, and win
• Get familiar with AdWords. • Use a conversion pixel that shares back your key goal – For The Clymb, it’s ROAS & revenue/visit
• Use Google’s keyword building tools cau,ously – They want you to spend more money
• Build up your nega,ve keyword filters – Panama City is not Panama – Nepal earthquake searches are not tourists
• Build out campaigns that have a cohesive theme that can be op,mized together. – I prefer more campaigns with fewer ad groups
Paid search – Stay focused
Keep nearly all your campaigns focused on Exact and Phrase match types Don’t expand too far beyond your core.
Best Prac,ces in Content Marke,ng for the Travel Industry (NewsCred)
Paid Search: Landing Page Quality Maners
• It is possible to lower cost AND improve quality. Google wants you to do. – You’ll spend more.
• We’ll touch on conversion rate op,miza,on, but landing page quality score has a lot to do with the cost per click of gepng visitors to your site.
Paid Search: Landing Page Quality • Opaque landing page • Limited content
• Category-‐specific content
• Transparency to product
Paid Search: Test, Test, Test Your Copy
• What sells more trips? – $500 off? – 30% off? – $999
• If you are not tes,ng copy, you are not maximizing your sales.
Remarket to bounced visitors
• Over 99% of travel site visitors abandon. • Make sure you stay in their top of mind presence – AdRoll – Google – RocketFuel
• Crea,ve can be automated and feature key calls to ac,on
Display may be right (but usually isn’t)
• Unless you’re a huge player, display adver,sing outside of remarke,ng usually does not pay out.
• 3 choices to do it – Remnant – Programma,c – High end, Custom stuff
Content Marke,ng is the new SEO and new Display Ad
Rather than talk at consumers, we’re shiring to speaking with them using anen,on-‐grabbing content that adds value to consumers’ lives by
providing them with informa,on and entertainment at the right ,me and in the right
context. David Beebe, head of Marrio2 Interna6onal Content Studio
What is Content Marke,ng?
Content distributed on your blog, on social, and through content amplifica,on networks throughout the internet Lists, interviews, feature stories, how to’s, etc. It’s owned, exists forever, and is easily mone,zed.
Plus, Content Marke,ng is effec,ve
70% of consumers PREFER gepng to know a company through content than through ads.
Content Marke,ng Ins,tute
Here’s how we do it: • Cheeky ar,cles
• Easily shared & consumed
• Sor selling
Refer-‐a-‐friend – A small incremental win • Provide a reason for visitors to invite others • Common Schemes: – Inviter gets credit – Invitee get credit – Inviter/invitee get credit – Enter to win
• Refer-‐a-‐friend is an easily outsourced plajorm to engage your visitors to plan travel with others or get incented traffic
• Social is the new refer-‐a-‐friend. Give amazing social sharing tools
II.B: How do I convert the traffic I have?
You’ve got traffic; now you need conversions
• The importance of product • Credibility • User Experience • Personaliza,on
First, a Public Service Announcement
First and foremost is your product. Don’t bother trying if you don’t have the right product. Does your product appeal to a niche of customers with the money to afford it? Are you providing excep,onal value?
Credibility – Get in the considera,on set
• Cer,fica,ons/Logos to leverage
• Reviews are the new word of mouth. – 95% of survey responders to a recent NYU survey said they read travel reviews prior to booking
• Ac,ve discussion boards/blogs – show that there are real people gepng their ques,ons answered.
Your User Experience Sells
• Get key informa,on and calls to ac,on in the right place
• Key informa,on users look for: – Dates – Reviews – Booking – Contact informa,on – Email capture
• Use compelling imagery, but not too large in real estate
Which converted bener?
• Prominent copy to describe the trip • Easy access to book now. • More descrip,on upfront • 100%+ conversion up,ck
Vs.
The importance of mobile responsive • Horizontal scrolling is a conversion killer
• Bigger fonts and bunons • Fewer words where possible.
Other Key Ques,ons for UX
• Are your calls to ac,on in the right place? • Are you gepng key informa,on above the fold?
• Are you tes,ng your naviga,ons and calls to ac,on?
• Have you simplified roadblocks to things like conversion and email capture?
• Is your site mobile-‐friendly?
Personaliza,on is the icing on the cake
• Do you know which products customers browsed last?
• Are you reflec,ng an understanding of their needs?
• Can you redisplay the trip they last looked at? • 17% lir in revenue/visit from The Clymb’s personaliza,on efforts
II.C: How do I keep my audience engaged throughout the process?
Customer Needs are separate at each phase
• Pre-‐booking: – Content Marke,ng to en,ce the user to book – Service is the new selling
• Booking: – Detailed confirma,ons – what to know, what ac,ons customer needs to take
• Post Booking: – Help customers prepare – packing lists, immuniza,ons, etc. – What to expect on your trip
• Post trip: – Thank yous – Share pictures – Ask for reviews
III. Craig’s favorite tools to help make the complicated stuff easier
The Must Haves
• Email capture + ESP • Google Analy,cs • Google AdWords • Retarge,ng solu,on • Facebook page and corresponding assets
The Next Level
• Bid Management capabili,es • Personaliza,on/product recommenda,ons • A/B tes,ng sorware
The Nice To Haves
• Heatmapping tracking sorware • Mobile app
Closing Takeaways
• Your customers are social, mobile, and interested in more and more self service
• Find the digital na,ve with SEO, paid search, content marke,ng, and some limited remarke,ng
• Test all stages of the funnel to op,mize yield • Engage the customer throughout his/her journey
Thank you