Good E-Commerce Social Media Integration

September 4, 2009 by  
Filed under Featured, Social Media

We’re going to revisit 1-800-FLOWERS.com’s Facebook example to further illustrate how the e-commerce site has integrated Facebook and other social media sites to communicate with its past, present and (hopefully) future customers.

You can see from their Facebook Wall Page that 1-800-FLOWERS.com includes both its website URL as well as its Twitter address right at the top of the page. This is a great idea if you fans or visitors that use both Facebook and Twitter. It also shows that you’re not just limited to one form of social media communication.

1800 Flowers Facebook Wall Page
1 800 Flowers Facebook Wall Page

Notice the top wall post on this screen shot. The article link with supporting text is a great way highlight an exciting sale or promotion taking place on the actual site. Social media users will not stand for e-commerce sites only pushing sales down their throat. If you want to secure a sale, try throwing a dose of human spirit into your posts and not a repetetive “Buy my product now!”. Take a second to also notice how the site didn’t leave its Fan’s “Hey Everyone” post on its own. They’re showing some care and human interaction by responding back even if that’s the only response.

1-800-FLOWERS.com is good to include its Twitter address on its Facebook page and does a great job of interacting with customers on its Twitter page.

1800 Flowers Twitter Page
1 800 Flowers Twitter Page

Again, human interaction is key here. The folks at 1-800-FLOWERS are right on with their fun and appreciative twitter responses. There are very useful Twitter tools available that allow you to keep track of when your Twitter name is being used or written about which is a great way to interact. Imagine what those consumers feel like when they see that their post was heard by the folks at the site they purchased from. You’re almost as good as sold for their next purchase.

Another best practice worth pointing out here is that not every Tweet needs to fill all 140 characters. Notice how some Tweets are as simple as “That’s Fab! Spread the Word Please :-)” while some include a condolence and thank you for purchasing from the site. A great way to keep your consumers engaged with you and your site can be seen near the top, where a giveaway winner was highlighted and others were instructed to stay tuned for more at a future time.

1-800-FLOWERS.com does a good job of pulling its social media all together by including a link to its Facebook Fan Page right on the front of the site.

1800 Flowers Home Page
1 800 Flowers Home Page

While not every e-commerce consumer uses these social media tools, those that do will appreciate the social media savvy.

While 1-800-FLOWERS.com does a good job of integrating its social media, there are two things I noticed about their social media use that I would add or change:

  1. Include a link to Twitter on the home page. Avid social media users will appreciate that they can find the site on multiple platforms.
  2. Take down the link to the blog our update it with a current link. The blog link found on the Facebook Information leads to a dead blog that appears to no longer be in service.

Have you found examples of good e-commerce social media integration? Be sure to share them in the comments below.

A Good Example of an E-Commerce Retailer Using Facebook

August 14, 2009 by  
Filed under Articles, Featured, Social Media

1-800-Flowers.com received a lot of praise recently for being the first e-commerce retailer to set up shop on Facebook.com. Using a few very simple techniques, you too can follow 1-800-Flowers.com’s lead.

When you first visit 1-800-Flowers’ Facebook Page (http://www.facebook.com/1800flowers) you’re immediately shown a coupon code while being asked if you’d like to become a fan. 1800 Flowers facebook Specials What works about this technique is that you’re not too overwhelmed by all of the “flair’ on the main wall or Fan page. You can chose not to become a fan and instead skip to the Wall.

The Wall. 1800 flowers facebook wall Using simple social media strategies, the folks at 1-800-Flowers have engaged their customers by responding to their posts and making their “Fans” feel appreciated. It’s a win-win situation for the e-retailer when you have Fans paying you a compliment and in turn show them your appreciation. Aside from a few simple notations about their URL and Twitter address, most of the work on page is done by the fans.

The Info Page. 1800 Flowers Facebook Info page The Info page for 1-800-Flowers.com is careful not to be too boastful with their product which is a welcome sight to most consumers. A little information can go a long way and 1-800-Flowers does a good job telling you who they are (in case you didn’t know already), what their mission and products are as well as other social media outlets you can find them.

The Storefront. 1800 flowers facebook main shop page
1800 flowers facebook main shopping pageWhat has put 1-800-Flowers.com on the map for their Facebook experiment is the storefront they’ve “opened” on Facebook. Using the coupon code you obtained when you first came to the site, you can shop 1-800-Flowers.com’s inventory without ever having to leave the site. Should you enjoy your shopping experience, you can head back over to the Wall/Fan Page and post a short update about your positive experience.

Without spending a lot of money, 1-800-Flowers has created a lot of buzz for their site and their Facebook store. While operating a store on Facebook may be a little more complex, setting up a Facebook Fan Page — using 1-800-Flowers.com as an example — shouldn’t take you more than 10-20 minutes (depending on how adept a Facebook user you are).

Have you set up a Facebook Fan Page for your site? Leave us your URL and we’ll take a look at it and perhaps contact you for a Facebook Fan Page close up!

5 Ways to Instantly Increase ROI of Your Pay Per Click Campaigns

July 5, 2009 by  
Filed under Featured, Search Marketing

Increase Paid Search ROIRunning a profitable paid search campaign can be an art. Although many believe you must have a complete understanding of the search engines in order to be successful however, this is not always the case.

Increasing your return on investment from paid search is not as difficult as it may seem. It is true, you need to consistently keep a watchful eye on your analytics and always be aware of your opportunity vs. expense. Despite that seemingly daunting concept, you can run a successful paid search campaign if you pay attention to the right metrics.

Having said that, with a little knowledge at your fingertips you might not become an expert at paid search but your efforts will deliver a positive ROI if you follow the following 5 tips.

1) Focus on Conversion Rate not Click Through Rate (CTR).

Too often people focus on how many visitors (clicks) they receive from a paid search campaign. It is their belief that the more clicks they get, the more sales they should get. To make matters worse, there are companies out there who actually measure paid search success on CTR (click through rate) alone.

Any of these beliefs is a recipe for disaster. These methods often result in spending more money than you actually make on paid search. In other words, you spend more advertising dollars than you generate in sales.

To correct this problem, you should focus on the Conversion Rate metric as it pertains to sales generated when running paid search. This is a more realistic indicator of whether your campaign is moving toward success or not.

The formula for calculating conversion rate is:

Completed Actions (sales) / Total Number of Visitors (Sessions)

One reason many people overlook this metric might be because in order to calculate your Conversion Rate metric you often need to install the proper tracking code on the thank you page of your website. For ecommerce sites this is most often the page a customer arrives at after completing a successful sale. The tracking code placed on this page gathers data on completed actions which as I have illustrated is used to calculate conversion rate.

All major paid search providers have code similar to this at your disposal. For Google Analytics this is called “conversion tracking” and is obtained from within your Google AdWords account. This tracking number is different from that which is provided to you through the use of Google Analytics alone.

Your conversion rate is a measure of unique visitors to completed actions on your website. Alone it will not guarantee you make money from your efforts, but combined with the remaining elements outlined below, it is one of the key metrics toward running a successful paid search campaign.

2) Know your Value per Visitor.

Your Value per Visitor is the revenue you generate from each pay-per-click visitor to your website. In other words, it is a measure of how effective your website generates sales from the visitors it receives. The higher your value per visitor, the more effective your website is at converting them into sales.

You calculate your value per visitor using the following formula:

Revenue Generated / Total Number of Visitors (Sessions)

Value per visitor can be confusing for many. Take for example a site with a value per visitor of $.95. Given this measurement we could accurately say that the site owner makes 95 cents for every visitor who arrives at their website. It gets confusing for some because they ask “how can I make $.95 for each visitor when not every visitor buys from me?”

The answer is found in the way the metric is perceived. It shouldn’t be looked at as each visitor actually completing a “transaction” with your site, but rather each visitor being worth an amount that ideally should be less than your CPC (cost per click).

To further illustrate, if your Average CPC was $1.25 and your value per visitor is just $.95 then you are losing $.30 for each visitor you drive to your website! In other words, you spend on average of $1.25 to get one click that is only worth $.95 to you. At this rate you will never profit and should consider reworking your paid search campaign, hiring an expert ppc marketer, or shutting it down until you can do one of those options.

3) Keep your Average Cost per Conversion in check.

Your Average Cost per Conversion (sometimes called Cost per Action) is the average amount of funding it takes to generate one action (a sale in the case of ecommerce sites.)

It is calculated using the following formula:

Advertising Cost / Total Completed Actions

In its simplest form, your average cost per conversion should be lower than your average order value or you are losing money.

To illustrate, if your average order value is $35 and your average cost per conversion is $40 then you lose $5 each time a sale is completed on your site. In other words, you are spending $5 more in advertising than you are receiving from a sale.

This one can be hard for many to see as they look at only the end result … the completed sale. They neglect the advertising cost which went into achieving that sale and therefore often end up continuing to run paid search campaigns which are not profitable to their business.

The exception to the rule is a company who has built in average lifetime value of a customer and is willing to lose money or break even on the first sale in order to gain future sales from that same customer. With careful planning and proper implementation this strategy can successfully be used to build a viable business online.

4) Use long tailed keywords and exact match instead of shorter more generalized keywords and broad match.

When internet users begin their search for more information on a product or service, they often use what are called general or broad keywords. They do not know exactly what they are searching for but do know they need more information on a given item of interest. As a result, the keywords tend to be shorter and more general.

Searches result in terms like “shoes”, “running shoes” and “nike” for example. While these terms would likely return data relating to a given product type, they would likely not return data on a specific shoe.

These terms would yield traffic on a broad level with all visitors looking for information yet few looking to buy. Not only would these search terms yield broad scale traffic, but they would come at a high price. Often times the more broad the keyword is, the more competition there is for it and the higher CPC you will pay.

Consider now the user that has already done their research and is ready to buy. They have performed all the searches, learned what is the best running shoe for their needs, and are now in the hunt to find out where they can get it.

As the user narrows their search and has gathered more data about a given product their search shifts to a more exact methodology. They begin to use what are called long tailed keywords to find more specific results. Terms like “Nike airmax running shoe” or “Nike airmax size 7 running shoe” are used.

You can see just by looking at the search terms utilized, the user is more qualified to buy. They know exactly what they want and now they want to know where to get it.

Although there will be competition for these keyword types, the competition will likely be less than what is seen at the broad level. As a result, you’ll achieve lower CPC prices and in turn more qualified traffic by bidding on these types of “long tailed” terms.

5) Build smaller lists of keywords targeted across more specific ad groups and campaigns.

One of the most common mistakes made by non-experienced paid search marketers is “dumping” large lists of unrelated keywords into a few ad groups across a few campaigns.

While this tactic may save you time, it will ultimately be the iceberg that sinks the ship in the end. Trying to save time and money in the beginning will only result in losing money at the other side.

Take your time upfront, perform your due diligence and structure your paid search campaigns to take advantage of the opportunities that smaller, more targeted keyword groupings can do. In case you are asking “what can they do?” here’s a list.

  • Provide more control over ad presentation.
  • Increase click through and typically increase quality of traffic.
  • Increase quality score.
  • Increase relevancy.
  • Increase Quality Score which decreases bid cost and increases placement.

Paying attention to these 5 tips might not make you an expert at paid search, but it certainly will put you on the right track toward achieving higher ROI from your efforts.

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