Tracking Systems Are Only As Good As The Data They Capture

Friday, January 30th, 2009

Being able to know what visitors to site are doing, and how they behave are really quite important statistics for major companies. Especially if they are able to make changes on the fly and boost conversion rates based on the (near) real-time information that’s available.

In fact, most companies pay big bucks for that. Being able to get this real-time data is one reason why free systems like Google can’t compete. But what if those systems you pay big bucks for suddenly stop spitting out real-time data? What if it takes a couple days (or longer) for that data to appear? That would make daily optimization nearly impossible.

Well, this is what is happening to those customers of Omniture at present. And as a user of Omniture for a client of mine, I can attest to the fact that data sometimes disappears, or doesn’t exist for several days, and then suddenly does as though it was there all along and you just didn’t look hard enough.

It makes testing campaigns very difficult, especially when you’re trying to give the go-ahead for an ad to go live.

An article in Forbes last week shows that my client isn’t the only one facing this challenge. Which is good and bad news. It’s good news because we’ve usually been made to feel like we are the only ones with these issues. The bad news? Poor Omniture; they are really heading up the creek without a paddle.

In a time where Google is heavily ramping up their free systems, and companies are looking to tighten their belts, Omniture can’t afford to be losing or misplacing data – even for short periods of time. It doesn’t give them much of a leg to stand on when clients ask why they have to pay so much for their services.

I also feel like it raises a few more questions including:

1. Are we expecting too much from data systems?
2. Makes me wonder about those who pay for tracking systems – especially huge sums of money. These troubles kind of make free look good… Don’t they?

What the CRTC Can Learn From Email Marketers

Wednesday, January 28th, 2009

Back in September when Canada’s Do Not Call List was announced, I wrote a post outlining some of the major issues that I (and other marketers) saw with it, including the vagueness of the wording itself.

What has actually happened though is probably the biggest backfire in the history of Backfires. Many news outlets, including the Globe and Mail, have reported that those on the list – myself included – have actually had our names and numbers sold to scammers.

You see, it’s rather easy to get the list. All marketers have to do is register online and pay a small fee. When they register, as long as they know the format for a business number and the other information they ask, they are immediately accepted. There’s NO cross checking that takes place. No confirmation before the list is downloaded.

This means anyone, including those who aren’t Canadian – and can’t be processed since this is a Canadian law, that applies to Canadians – can get the list and use it to call people.

Which is, unfortuntely, exactly what’s taking place. If you take a look in the hundred or so comments you see with the article, you’ll notice that most of these calls are ones we all get, the fog-horn cruise and those with call-display numbers of 1234567890.

The problem? It’s obvious the CRTC didn’t put any checks and balances in place to stop this kind of thing from happening. Again, if you read through the comments, you’ll notice several people mention things like seed numbers, data checks and data cleansing – without releasing the information.

This last idea is really the way things should have been handled in the first place. It’s the way respectable email marketing is run, so there’s no excuse as to why it couldn’t work here.

The way it works is that (after all the non-disclosure agreements are signed), the mareketer sends their list to the CRTC, who then ‘scrubs’ it against their Do Not Call list and sends back the ‘cleaned’ file. Now, this is the most rudimentary way of doing this. Technology has advanced so much that many of the email companies (and some major computer companies with giant lists) allow online data scrubbing to occur in a secure environment where humans don’t actually touch/see the data.

GASP what a concept! If the CRTC had done their homework, or talked with vendors who offer this service, they would see how easily this could be done and is currently done here and in the U.S., where it’s the law to have an email DNC and for suppressions to take place when renting lists.

Now Canadians who were told to register in good faith for this list, have no choice but to continue suffering the fate of illegimate marketers phoning them whenever they please.

Photo Credit: Jazza Stock.Xchng

Knowing When to Admit You’re Wrong

Monday, January 12th, 2009

It’s not often that someone will come right out and say – “You know what? I goofed, I made a mistake, I’m sorry and here’s what I’m going to do to fix it.”

Yet Vicki Flaugher of SmartWomanGuides.com did just that recently. She sent out an email to her newsletter subscribers that was quite honest, sincere and very apologetic.

The sad news, unfortunately, is I quite apparently stink at newsletters. I have had numerous technical difficulties that have made many of you not receive the newsletters or for them to arrive jumbled. Perhaps you never got one. The problems have been overwhelmingly disappointing to me.

Being a SmartWoman sometimes require you to recognize when you’ve been whipped. So, it’s official – I give up. I am temporarily suspending publication of the SmartWoman Newsletter.

She then went on to outline a plan of how she planned on fixing things, and how a subscriber could continue to get their SmartWoman ‘fix’ by following Vicki on Twitter or tuning into her radio show on Blog Talk Radio.

Full disclosure: Vicki is a client of mine and I am helping her revamp the newsletter. We talked about setting expectations and about the fact that anyone subscribing to her newsletter was probably wondering what had happened to it. However, we’re just in the beginning stages of working together and I didn’t tell her to send out that note. Vicki did it all on her own and I was truly impressed when it showed up in my inbox.

I think Vicki’s note went a long way to earning credibility with subscribers. It let them know she was aware there was a problem and that her standards wouldn’t let it continue any longer. She made a commitment to her subscribers to no longer send out the newsletters until she was confident in them again.

That showed her subscribers she cared about what material is sent to them, and ultimately about the content they received. Being someone who wants to empower the female entrepreneur, Vicki recognized that she could share this learning experience with her readers, and everyone would end up walking away more fulfilled.

Photo Credit: mai05; StockXchng

Holiday Stats Reveal More Than You Realize

Monday, January 5th, 2009

If you’re a non-retailer who is not paying attention to your December traffic, then this post is for you. It will tell you why this is the most important time to pay attention to your stats.

Unless you are a retailer, many companies/sites don’t often look at their website stats/usage in December as they might find it slightly depressing because numbers are down. Now, this is a big generalization, but is usually the case for non-retailers (if you’re a non-profit you’re counted with the retailers for the sake of this post since gifts often include charitable donations).

The question is, who comes to your site if you don’t have something to sell as a gift (online)? Your loyal customer/reader. The people who come to your site during the holiday season are doing so for one of several reasons.

1. Perhaps they don’t celebrate the holidays for religious reasons

2. Perhaps they are tired of looking at Christmas things and want to take a break

3. Perhaps they visit your site often and are the types of customers/readers/visitors you try to attract all throughout the year

Didn’t think about that did you? People who come to your site over the holidays are likely the people you are trying to reach all year long. So without the clutter of accidental visitors, take some time and study the paths they take on your site.

What content interests them the most? Are there any patterns or trends you can see from this period and then what about year over year during the same holiday season? You can even compare it to the rest of the year to see how/if that differs and if there are any interesting conclusions you can reach.

Looking at this data just may give you some information to use to base the website decisions for 2009 you’re probably fine-tuning at this very moment.

Photo Credit: Kitsos13; Stock.xchng