Thursday, December 18, 2008

Website Optimizer Tips for Tracking Complex Conversions

You don't need to have a separate page to track Website Optimizer conversions

We've learned that many people struggle with how to setup conversion tracking in Google Website Optimizer for videos, product demos, ajax forms, multiple forms on a page, or other pages that either have multiple desired actions or don't have any clear actions. We've provided three solutions for tracking these complex conversions using GWO's Javascript code to either track the time on page, link clicks, or form submissions as a conversion.

Conversion Tracking for Videos & Demos

Want to know how well your videos or product demos are working? You can test the effectiveness of one video style versus another style of video using the time on page as a conversion goal. For example, if the two videos you are testing are say 2 minutes long you can set the conversion to be counted when they reach the full 2 minutes. Or maybe count a conversion at the point where the meat of the video wraps up (say at 75% of the way through the video at the 1 minute and 30 second mark). This type of conversion tracking is a great way to be able to utilize Google Website Optimizer to determine which video your users respond better to.

Google Website Optimizer Javascript Code for tracking time on page
To use this method you will need to add the code below, in place of the Conversion code provided in the Website Optimizer tool. This new code should be pasted into the page after your tracking script, and immediately before the </body> closing tag. You'll need to update the _uacct and urchinTracker variables with your own account numbers (they'll be the same numbers that appear in your tracking script on the same page).

<script>
if(typeof(urchinTracker)!='function')document.write('<sc'+'ript src="'+
'http'+(document.location.protocol=='
https:'?'s://ssl':'://www')+
'.google-analytics.com/urchin.js'+'"></sc'+'ript>')
</script>

<script>
setTimeout('_uacct = "UA-xxxxxx-x";urchinTracker("/xxxxxxxxx/goal");', 60000);
</script>


To modify the amount of time that should elapse before a conversion is counted, change the 60000 figure above. This figure represent milliseconds, so 60000 equals 60 seconds.

Google Website Optimizer Conversion Tracking for Link Clicks

If you don't have one specific conversion page because more than one link destination page (i.e. action) from a page can count as a conversion than this is a great technique to use.

Code for Tracking Links as a Conversion
First, put this code below right after the <body> tag:

<script>
if(typeof(urchinTracker)!='function')document.write('<sc'+'ript src="'+'http'+document.location.protocol=='
')">https:'?'s://ssl':'://www')+'.google-analytics.com/urchin.js'+'">')
<!--
function ConversionCount()
{
_uacct = 'UA-XXXXXXX-X';
urchinTracker("/XXXXXXXXXXX/goal");
return true;
}
// -->
</script>

Next, put this code on every link you want to track. Your link would look like this:

<a href=http://www.yahoo.com/” onclick="return ConversionCount();">You text link</a>

Google Website Optimizer Conversion Tracking for Ajax Forms

If you don't have one separate conversion page due to the use of Ajax forms that submit to the same page or have multiple forms that submit to multiple destinations you can use this technique to track the specific forms actions that you want to count as a conversion.

Javascript Code to track a form that submits to the same page like an ajax form use this code on the onsubmit:

<form action="/cart.html" method="post" onsubmit="return ConversionCount()">

Questions?
Leave a comment here or ask a question on our Google Website Optimizer Group on LinkedIn

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Sunday, December 14, 2008

Google Website Optimizer Test: We Didn't Implement the Winner

Google Website Optimizer Multichannel Ecommerce Case Study

Why was this Website Optimizer test so important?
This test makes a great case study for the value of follow up tests, how strong conversion rates can still be improved substantially, and most importantly provides a critical lesson in why the Google Website Optimizer results cannot be taken at face value. You must truly understand a website's underlying business goals and sometimes make small compromises on the volume of leads in turn for higher quality leads.

Let's start from the beginning...
We identified several deviations from lead generation best practices on the AudioEditions.com 'Request a Catalog' page that we believe were adversely impacting the conversion rate. Thus we ran a test to see if taking out the left and right side columns (most importantly removing the call to action for "Request a Free Catalog" since the user is already on the page to do this), synced up the headline with the offer to reinforce the "Free" expectation, adding a larger cover image (to set clearer expectations of what they are requesting), and simplified the form fields down to the minimum info needed for the catalog request (especially since some of the fields were difficult to understand).

Our Experiment Hypothesis
You must always start any test out with a hypothesis. The hypothesis process is key in determining whether or not this is a test that should even be run. In this case study, our hypothesis was that we could gain at least a 25% increase in conversion with the new variation that will remove the apparent obstacles.

Website Optimizer Test #1

In our first test we ran a simple A/B test. Here is the original page (A)

URL: http://www.audioeditions.com/audio-books-catalog.cfm


Here is the revised page variation (B)
Which version of this page won; A or B?


Here is the Google Website Optimizer Report Screen

Valid Concerns from the Client

While this first 'Request a Catalog' test demonstrated a 67.4% increase in conversion we received valid concerns from the client that the improvement was likely just related to the layout/content changes and not the elimination or modification of form fields.

Follow Up Website Optimizer Test #2

So we ran a follow up test to validate that the conversion increase was not just a result of the design, layout and headline changes but also substantially impacted by the form field changes. This way the client could properly gauge the business value of adding each critical form field and decide whether or not the conversion impact was worth it.
Tip: Google Website Optimizer provides a link on your completed tests for easily running a follow up test as in this example. If we had stopped with the first test and implemented the improved page variation you can see below the important lessons that would have been missed.

Here is the follow up test using the original (A) against 3 (B) page variations
Here are the three (B) page variations

URL: http://www.audioeditions.com/audio-books-catalog-v1.cfm

Which version of the page won; A, B1, B2, or B3?


Again the original (B) page variation won. Here is the Google Website Optimizer Report Screen showing the dramatic differences that the form fields made:


Why didn't we implement the winner?
After discussing the follow up tests with the client it became clear that even though variation B1 had the most dramatic 41.7% improvement; the variation B3 with a 32.4% improvement was the best choice since it gave the client much more (customer data) value and the ability to digitally deliver marketing in the future (which is key). The final conversion rates were not that different and understanding the client's underlying business goals it was the best decision to make a small compromise in the volume of leads for the higher quality of leads.

Just because you have a good conversion rate doesn't mean it can't be better!
The initial form conversion rate was 22.1% and the final conversion rate was 32.5%. Many people may think that such high conversion rates aren't worth bothering with but clearly we demonstrated that there was still considerable room for improvement. High value pages on a site should always be the focus of your efforts and continuously analyzed for further testing and improvement.

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Saturday, December 13, 2008

Top 7 Google Website Optimizer Tips

Here are our top 7 tips for Google Website Optimizer when you are getting started and looking for fast, actionable feedback to improve your website conversion rates.

  1. Keep it Simple
    Start with A/B Testing and test major page changes with fewer variations. Google offers some sophisticated functionality for performing multivariate tests but remember that these complex tests take much longer to get actionable feedback since much higher traffic and ultimately conversions are necessary.

  2. Conversion within 1-click
    An important lesson we have learned is to use a conversion step within one click of the page you are testing because too many variables can come into play that may drastically impact your testing results when using a conversion step that is multiple steps away. For example, if you are testing the conversion of product detail page changes you likely want to use the cart page as the conversion step (1 step away) versus the order confirmation page which may be 3 or more steps away. When using the order confirmation page your test results will likely be skewed by the performance of your cart and checkout process, especially if you are running a simultaneous test on one of these other steps.

  3. Don't Run Overlapping Tests
    Be very careful not to run tests that may impact or be impacted by other tests. For example, avoid testing simultaneous tests in the checkout process.

  4. Test Pages with Most Potential Impact
    Use Google Analytics and user feedback mechanisms like 4Q surveys, Usability tests to identify areas on your site that will bring the most improvement to your conversion rates. Here are some tips on the common pages to prioritize in your testing efforts:
    - Top of Sales Funnel
    (i.e. Home, Category & Product Detail pages)
    - Higher Traffic
    (i.e. Top Landing/Entry pages, Top Exit pages & Highest Bounce Rate pages)
    - Key Process Step
    (i.e. Cart, Checkout, Account Registration, & Lead Generation Forms)
    (hint: if you have a required registration step REMOVE it)

  5. Disable Poor Performing Variations
    Google Website Optimizer reports will give you visual feedback on your tests. When a test is a success the report will highlight the test variation in green, if it is a failure it will turn red, and when the variation is in progress and not a winner or loser it will be yellow. For example, if you are running your control page (A) against say 3 variation pages (B1, B2, B3) and you see that 1-2 of your variations (B2 & B3) turn red and are performing significantly worse than your control (A) and variation (B1) we recommend disabling (B2 & B3) to accelerate the test to more quickly get the actionable input you are looking for.

  6. Failed Tests are Successes
    Don't be too frustrated when your new page variations fail. Remember that you have successfully prevented damaging your website conversion rate. All tests are a success when you remember this important point.

  7. Start with Best Practices (and then test them!)
    To improve the likelihood that your tests will be a success, learn from other case studies and proven best practices to create new page testing variations. BUT remember that they are not steadfast rules and you must always Test! What works for Apple, Amazon, or a respected competitor in your industry might work for them but it doesn't guarantee that it will work for you. Just because you see a certain design, layout, or feature on another site doesn't mean that is working or that it has been tested successfully.

Have another Google Website Optimizer tip? Leave a comment...

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Friday, December 5, 2008

SES Chicago & Snow!

Blast AM at SES Chicago


Here at Blast we're all very excited that Kayden is moderating and presenting a session at Search Engine Strategies Chicago next week. We're also very excited that we're not going with him. At least those of us who are native Californians and aren't quite ready for below freezing weather & snow. Yes, we're wimpy Californians.

In all honesty, we are excited that Kayden will be presenting at SES because he's presenting a small slice of the recent results we've helped produce for our clients. We have seen great results by combining our expertise with tools like Google Analytics and Google Website Optimizer and to have the opportunity to share some of these tactics and results is great.

For more information on these tactics, contact us today.

To follow Kayden at SES Chicago, follow him on Twitter.
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Thursday, November 20, 2008

AT&T Doesn't Want You to See Special Offers

After taking about 20 steps, I couldn't get to the special offers in AT&T's email! Apparently, AT&T doesn't really want you to get your free ringtone or help the environment. Read the quick case study below...

AT&T's Mistake #1: Hiding the offer in the email preview

Due to the use of only images in AT&T's email I was not aware of what their special offers were. Normally, I would have just deleted the email but I have been witness to AT&T's blunders before so I decided to go further.

Solution: Use Actual Text for the Promo Content and use background images for the visual interest so the user can instantly see the compelling content in the email without downloading the images.

After you decide to download the images this is what the email looks like (below). The email now gets me interested in getting a free ringtone or helping to save the planet by choosing to go paperless. Cool! So I click the link for the free ringtone and this is where it gets interesting!




AT&T's Mistake #2: Landing Page Doesn't Deliver on Expectations


When you click the link the landing page that comes up on the site is a plain registration page that has no visual graphics or marketing messaging from the email in the content of the page. This is a complete disconnect and leaves users wondering if they are at the right place and less likely to complete the desired action.

Solution: The landing page below should have a visual connection with the email (i.e. use the musical note image and include orange/blue colors) and at a minimum maintain the same messaging such as "Register to Get a Free Ringtone."

AT&T's Mistake #3: Know your audience

The first thing is AT&T should know I am already a registered user before they send me an offer to encourage me to register.

Solution: First send me an appropriate offer. Second, when I click the offer and am already registered they should detect that and not send me to the registration screen (above) or at least provide me the option to login. Once I do follow their path to get passed the register/login screen AT&T should send me to the offer they originally presented me in the email which they didn't.

Okay, Don't Give Up Now!

I was now on a mission to get to this offer and I tried all sorts of tactics to get around this such as making sure I was logged in before I clicked the offer. Here is a partial screen capture showing that I am in fact logged in before I got the registration message in the next step.
I was stopped again, as I still got the same registration screen above.

In yet another attempt, I went ahead and entered my phone number as requested on the registration screen and got this message saying that I already registered.

So to play along with AT&T I went ahead and clicked the 'myWireless Account' link and re-logged in. Yeah, I finally got passed the login/register step but I was sent me to the general account area with no information about the free ringtone or how to go paperless. Aaarrrggghhh! This is one of the worst online experiences I have had in a long time.
Solution: I never should have had to go through this step as the option to login or to automatically detect that I was already logged in should have allowed me to bypass this step. However, they actually logged me out!! Then once I successfully went through AT&T's hoops I obviously should have been sent to the offer they promised me.

Mercy!! I give up.

If anyone ever gets to the elusive offer described in the email please leave a comment on this post and let me know how your experience was.
Let this be a good lesson in properly designing your emails, simply delivering what you promised to the user on the landing page, knowing your audience, and above all PROPERLY TEST & ANALYZE your marketing and web site.

Free Tools to Optimize your Website and Avoid Such Mistakes

We use free tools like Google Website Optimizer and Google Analytics to get the data of WHAT people are actually doing on your site and 4Q iPerceptions Surveys to find out the WHY of what they are doing on your website.

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Wednesday, November 19, 2008

Google Releases New Gmail Themes!



My inner designer would like to take a quick break from strictly SEO-related Google tools to bring you this announcement:

Google has spiced up our Gmail inboxes with new visually-appealing (not to mention, keenly stylish) themes! If you're tired of staring at the same old inbox everyday, you can now choose to spruce up your junk mail folder with ninjas, a Japanese tea party, or set it to resemble a charming, slightly unkempt writing desk!



You'll find these themes by signing in to your Gmail account, clicking on the "Settings" link in the upper right-hand corner, then selecting the "Themes" tab.

Voila, instant mailbox makeover!

Enjoy. :)
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Google's Search-based Keyword Tool

Google's Search-based Keyword Tool

Via Search Engine Land, Google released a new keyword tool last night named the Search-Based Keyword Tool. This new, nifty tool from Google helps you to identify potentially valuable keywords that you may be missing from your website and AdWords campaigns based on search query data from your site's content.

From the horse's mouth:
The Search-based Keyword Tool generates keyword and landing page ideas highly relevant and specific to your website. In doing so, the tool helps you identify additional advertising opportunities that aren't currently being used in your AdWords ad campaigns.

Google's Search-based Keywords

Based on your URLs, the Search-based Keyword Tool displays a list of relevant user queries that have occurred on Google.com (and on other Google search properties, such as google.co.uk) with some frequency over the past year; these suggestions can be found under the Keywords tab, in the New keywords related to (site) section. In the Keywords related to your search section, you can see a broad list of keyword ideas that are also relevant, but aren't necessarily based on your site.


This is an especially useful tool for those of us who are running eCommerce-based websites, as it can aid you in figuring out popular items that you may have not previously thought to advertise for on your site, or on your valuable AdWords campaigns.

Great timing, considering the upcoming holiday season!
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Thursday, November 13, 2008

The 3 Fundamental Questions of Persuasion

We often talk about persuasion with our clients when discussing website optimization. Today, I came across a twitter post from Bryan Eisenberg that led me to a concise review of a recent online marketing flub they found by MagicJack. It provides a revealing discussion regarding the three fundamental questions of Future Now's Persuasion Architecture(R):
  1. who are you talking to?
  2. what action do you want them to take?
  3. what do they need to take that action?

Read the write-up from Grok & Avoid Making the Same Mistakes

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Google's SEO Starter Guide



Google has made their SEO standards more transparent than ever for webmasters with their new SEO Starter Guide!

Understandably, diving into the relatively uncharted world of SEO optimization can be intimidating and tricky for new webmasters at first. But luckily, Google's new compact guide will help to assuage some of those initial fears and shed some light on the subject!

Google's new guide explains the following SEO practices on a fundamental, easy to understand level:

1. Creating unique, accurate page titles
2. Making use of the "description" meta tag
3. Improving the structure of your URLs
4. Making your site easier to navigate
5. Offering quality content and services
6. Writing better anchor text
7. Using heading tags appropriately
8. Optimizing your images
9. Making effective use of robots.txt
10. Being aware of rel="nofollow" for links
11. Promoting your website in the right ways

Basically, reading this guide is akin to taking a SEO 101 course at your local community college. I would say however, reading the guide is a much more efficient use of time and won't drain the coffers. Enjoy!

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Tuesday, November 11, 2008

Seven Great Enhancements to Google Analytics with Greasemonkey Plugin

Looking for ways to easily enhance Google Analytics?

While reading news in my Web Analytics Association I stumbled across this great article "Social Media Metrics Greasemonkey Plugin For Google Analytics" that enables you to add social metrics to your content detail reports. (See example Google Analytics screenshot to the right)

Plus, I then found the Better Google Analytics Extension for Firefox. See below for some of the cool things it can do.

7 Great Enhancements using the "Better Google Analytics Firefox Extension"
  1. Auto Access Your Google Analytics Account

  2. Cleaner Profile Switching

  3. Export To Google Docs from Google Analytics

  4. Google Analytics Absolute Conversion

  5. Google Analytics Advanced Date Selection

  6. Google Analytics Table Sorting

  7. Social Media Metrics
Here is a screenshot of the Firefox extension options



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