In this bi-weekly show, hosts Jon MacDonald (The Good) and Ryan Garrow (Logical Position) share their best advice for helping businesses drive high quality traffic to their site, and making sure that traffic converts from a visitor to a buyer. Subscribe if you want to become and expert in customer acquisition and conversion rate optimization.
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Episode 118: Launching Site Updates With Confidence
Episode 118
Tuesday, October 22, 2024 • Duration 20:08
This week on Drive & Convert, Jon and Ryan discuss how to quickly validate ideas so you can launch site updates with confidence.
Check out the full episode to learn:
The process of smoke testing (and where the name comes from).
The benefits of using smoke testing for quick validation.
The 5 steps of the smoke testing process.
If you have questions, ideas, or feedback to share, connect with us on LinkedIn. We’re Jon MacDonald and Ryan Garrow.
Episode 117: Holiday Prep & the Tech Stack for Success
Episode 117
Tuesday, October 8, 2024 • Duration 23:19
This week on Drive & Convert, Jon and Ryan discuss preparing for holiday 2024 and the recommended tech stack for success.
Check out the full episode to learn:
What companies like Google and other industry leaders are predicting for the 2024 holiday season.
Why it's critical to start planning earlier than ever.
Ryan's recommendations for building a holiday tech stack.
If you have questions, ideas, or feedback to share, connect with us on LinkedIn. We’re Jon MacDonald and Ryan Garrow.
Episode 108: The Five Factors of Digital Success
Episode 108
Tuesday, June 4, 2024 • Duration 29:41
Anyone who guarantees they can increase your conversion rates with just on-site optimization alone is either lucky or lying.
Many factors influence conversion rates. In this episode, we discuss why benchmarking doesn’t work and introduce a better way to measure optimization efforts.
After conducting a study of hundreds of optimization experts to uncover the key factors that influence the success of digital products, Jon and his team at The Good identified five competencies that set high-performance teams apart.
In fact, teams that excel in these five Factors are 60% more likely to meet their annual performance targets and twice as likely to rank “excellent” in customer satisfaction.
Listen to the full episode to learn;
Why traditional benchmarking is ineffective.
Why the 5-Factors Scorecard™ is a better way to measure success.
How the 5-Factors Scorecard™ can help you decide where to invest to improve your digital experience and determine what steps you need to take to grow your impact in your organization.
If you have questions, ideas, or feedback to share, connect with us on LinkedIn. We're Jon MacDonald and Ryan Garrow.
Episode 18: Email Capture Popups
Episode 18
Tuesday, October 27, 2020 • Duration 34:51
It seems most brands are using email popups on their website. Today Jon dismantles this practice with passion, explaining why they're bad for everyone, and offering better alternatives.
TRANSCRIPT:
Ryan:
Jon, we've spoke together quite a few times around the country, and then recently just around the internet, since we can't leave our houses. And almost every time we talk, you ruffle quite a few feathers when you're answering questions about email pop-ups. It seems that most retailers and brands out there on their websites, they are absolutely in love with their email pop-up campaign, they think it can do no wrong. And I personally don't like them because they're just annoying and I close them immediately because I'm trying to look at something else. And, but you're distaste, some may say hate, goes a little bit deeper within this space, but so many, again, so many brands are using these. It's just making me crazy.
So, I want to talk about these and get your opinion, the backend and the numbers that are guiding your distaste for these. But even to start with, what do you think is pushing this trend and what data are these merchants seeing that's causing these email pop-ups for discounts or anything just to become the norm? If you don't have it, you're weird almost at this point.
Jon:
Brands, what they're doing is they see another successful brand they look up to have email popups and they say, "It must be working for them. We need to do this as well." It goes in line with all the little Shopify apps that are out there that just spread like wildfire overnight, and then they'd disappear just as quickly once everybody realizes they don't actually move the needle, but they saw their competitor trying it out, so they thought they showed as well. Tons of examples of that. I think that's generally what happens here, first of all. Second of all, the brands see that email is their highest revenue channel, most likely. And so, they say every time I send an email, it's like printing money. So I should collect more emails. And that sometimes even comes down from the executive level, down to that marketing manager who is needing to implement that, whether they think it's right or not.
And third, I think what happens is that brands look at a success metric of how many people do we have on our email list. And they see these pop-ups collect email addresses. And so, they assume they are working. And I guess the goal that they usually have is just to collect email addresses at all costs, right? And they're thinking, "If I get someone on my email list, I can then continue to market to them and the rest will fall into line." And that just is a huge problem. It's, to me, it's the wrong way to be thinking about it. And after optimizing sites for 11 years, statistically, it's not accurate.
Episode 17: The Halo Effect of Google Shopping
Episode 17
Tuesday, October 13, 2020 • Duration 23:42
We know that internet traffic doesn't operate in silos. No matter what method you are using to drive traffic and sales, there's always going to be a halo effect. Today Jon and Ryan chat about Google Shopping, but more specifically the effect it has on other channels.
TRANSCRIPT:
Jon:
Hey, thanks for listening to Drive and Convert. Before we jump into this episode, just wanted to take a quick second and let you know that during this episode we had some recording issues and the audio quality is nowhere near where we would normally like to see it. But because the content was solid, we decided to keep it as is and get it out to you. Hopefully you can see through this less than perfect audio, but a big shout out to our editor, Josh, for helping make us sound pretty solid, despite all of the technical shortcomings. We do have some improvements in audio quality on the way, so thank you for listening and on to the show.
Jon:
Ryan, we know that internet traffic doesn't operate in silos. No matter what method you are using to drive traffic and sales, there's always going to be a halo effect. We've all heard this famous quote from 120 years ago, "Half the money I spend on advertising is wasted. The trouble is, I don't know which half." That is still true today, even with all of the attribution and digital advertising tracking we're able to do. But the good news is that with all of the data we have these days, it allows us to know that there is a halo effect and to know how much that halo effect is worth to each brand.
I was recently checking out a presentation you gave [Aclavio 00:01:44] and you showed data for some real clients that blew my mind and I actually just found out one of them is a shared client of ours, which made me even more excited.
Ryan:
Yeah, maybe some of that's due to you.
Jon:
Hey, I'm not going to take credit for this, but the data was a comparison of revenue and performance before and after implementing Google Shopping. I'm talking 1800% increases in revenue in both of these cases. Tens of hundreds of thousands of dollars in newly found revenue.
Now, it seems to me that Google Shopping itself didn't account for most of this revenue gain, but rather that it could be attributed to the halo effect of implementing Google Shopping correctly. Today I wanted to chat about Google Shopping, but more specifically the effect it has on other channels.
Episode 16: Discounting for Conversion Rates
Episode 16
Tuesday, September 29, 2020 • Duration 24:21
So many Ecommerce stores offer discounts. Should you? Today Jon breaks down why discounts are probably doing more harm than good for your brand, and offers some better alternatives.
The Essential Guide to Ecommerce Sales Promotions [78 Tactics] :
Ryan Garrow:
Jon, I come across this all the time, and I found myself accidentally suggesting these things to maybe my wife's business or some friend's businesses. When it comes to conversion rates on websites, one of the easiest ways to increase an e-commerce site's sales rate is to offer discounts on products or site-wide. I see it all the time, and I know you have your favorite email popups for 10% discounts and your Reelio spin for discounts on every Shopify site on the planet two years ago.
When you see all these discounts out there, it gets stuck in the back of all these e-commerce marketer's minds that it must be a good thing to do. And I think some companies get addicted to it. In fact, one of my wife's favorite stores is Michaels, it's a craft store, and I get the wonderful job of picking up her orders on the way home from the office. And as I'm looking at these receipts, as I'm picking it up, there is not an order she puts in online for store pickup that doesn't have some crazy discount codes.
It's at least 40% on every order that Michaels is giving away on these orders. And that blows me away how they must have a lot of false front on their pricing to be able to do that and that limits what they can do outside of direct consumer marketing like in Google Ads or things like that. But Jon, technically these discounts increase conversion rates and may, in fact, be increasing new-to-file customers in their database. Given those two metrics, why does a brand need to be careful if they're using discounts on their site?
Jon MacDonald:
Well, I think there's a couple of things to be thinking about here, first of which is that discounting is not conversion optimization. It's margin drain. These brands who are engaging in discounting, what they're really setting themselves up for is to always be a discount brand in the eyes of their consumers. And just like you're saying with Michaels, your wife is never going to pay retail price at Michaels. She always knows there's a discount code or some special that they're running.
Once you dig that hole, it's so hard to climb out of it. It really just becomes impossible. Once you're a discount brand in the eyes of the consumer, you forever are going to be a discount brand. It's just not something that you can easily really recover from. And I think a good way to think about this is the real estate market. A good realtor will tell you, or almost any realtor will tell you, that every house on the block, no matter how ugly, will sell at the right price.
And so my point of view on this is that if you have to discount that severely, you likely just have a pricing problem or you have a product problem. And most people try to solve those by just severely discounting, or what they try to do is to get those new-to-file customers in by offering an initial discount. And those just become really, really complicated to recover from.
Episode 15: Buy on Google and Your Brand
Episode 15
Tuesday, September 15, 2020 • Duration 26:40
Google recently dropped all commission fees on their "Buy on Google" platform. On the surface-level this seems like a very intriguing offer. But Ryan here is to explain why "Buy on Google" may not be the best thing for your brand.
TRANSCRIPT:
Jon:
Ryan, a few days ago, I sent you an article I read about Google's Buy on Google program and how they were dropping all commission fees for their sellers as part of the program. Now, to me, this seemed like a pretty good deal. Who doesn't like freeways to sell products and utilize a huge platform with lots of awareness like Google search? At least that was my take, but when I asked you about it, you said, and I'll quote, hopefully this is okay, "That product was dead in the water before this change. Some merchants will of course test it, but it will compete for ad presence with their regular Google ads." Honestly, this was not what I was expecting to hear from you at all.
I was really interested in connecting with you a bit more about this and just seeing your thoughts on it and getting some more information about the program out and seeing where and when it makes sense for all of our eCommerce listeners to take advantage of it. I guess just to jump right in, Ryan, on a high level, just so we're on the same page, what exactly is Buy on Google?
Ryan:
Buy on Google is the little colorful shopping cart icon that shows up in Google shopping. When you start filtering and sorting, you actually transact on Google and then the merchant fulfills it. It's basically a Google trying to be this marketplace saying, "Oh, we can trust Google because I'm buying it here." It's a shopping ad set that you're able to get when you push your inventory into Google and say, "Yes, I'm willing to sell this on Google."
Previously, there were commissioned tiers to sell different products. It ranged somewhere from five to, I think, 12%. It was a 12% number that Google [inaudible 00:02:07] because it was less than that Amazon 15%. That came out, man, I want to say maybe three, four years ago, maybe in an alpha-beta four years ago. I think it did cause some Amazon changes within their system on what they were going to be charging to try to have more parody with the Buy on Google scenario. Yeah. It was basically give Google the commission that you would maybe be paying Amazon and we'll push your product out there. There's no advertising costs. Google's the one putting it out there and then you just get the sale and give commission to Google.
Episode 14: The Future of CRO
Episode 14
Tuesday, September 1, 2020 • Duration 24:48
How can you prepare your businesses for operating in a future that has yet to be determined? Today, Jon explores the future of CRO. With such a high volume of transactions happening on Amazon and Shopify are we nearing the end of incremental improvement from CRO?
Ryan:
All right, Jon, as a business owner and strategist, I'm constantly thinking about the future and how I can prepare my businesses, my teams, clients for operating in a future that has yet to be determined. For me, it's just kind of fun to think through. Recently, one of the things that's been on the top of my mind has been the future of CRO and how do we continue moving the needle to improve our sites, but doing that like five years in the future, what is that going to look like? With such a high volume of transactions happening on Amazon and Shopify, are we nearing the end of incremental improvements in CRO? That's kind of the thought that's going through, and I guarantee you have some serious opinions on this that I have no idea about. So I'm excited to learn from you what you're looking for in the future.
But it also came top of mind because of a recent Google announcement that they're going to start including site experience into their organic algorithm. And so let's just start with that. Based on what you've heard and what you know about Google, what do you expect this to look like when it rolls out?
Jon:
Well, I think that the biggest concern for brands and the biggest concern they should have is that if you haven't been optimizing your site's consumer experience, it's going to severely impact your rankings, and thus your organic traffic is going to go way down. Google was kind enough to tell us now, even though it's not going to roll out until 2021. So we're recording in mid 2020. So they have given you a six months heads up, which is very nice of them.
They also have provided all the tools you need to be able to improve your site experience, including one of my favorites, Google Optimize, which is their A/B and multivariate testing tool set that they've released that's great. So they're not only just giving you the tool sets, but they're also giving you the guidance on the fact that they want you to have a really great consumer experience. Say when they go to Google and search, and then they end up on your site, that they have a great experience and that they love the search results that Google is producing. So that's what Google cares about right now, is they're saying, yes, everybody knows if I need an answer, I can go to Google. But a lot of those sites that rank first have made the experience so poor in an effort to get listed higher that they don't have a good experience on those search result pages.
Episode 13: SEM Budget Forecasting
Episode 13
Tuesday, August 18, 2020 • Duration 25:54
Today, Jon asks how to determine what your SEM budget should be...and Ryan explains why the answer may actually be to have no budget at all
TRANSCRIPT:
Jon:
It's a common question that I hear quite a bit. "How much should I be budgeting for search engine marketing and how do I even forecast what I should be spending?" Well, securing the SEM budgets is always a challenge, right? So when you do spend on search engine marketing, you want to ensure that you reach your performance goals, but there are countless traps and ways to actually overspend or even underspend on your search engine marketing budget.
And even if you follow all the best practices, you could still end up with some inefficiencies, so correctly addressing the ways to misspend requires paid search experts to consistently monitor campaign performance and budget spend. And also they need to have a pulse on what the company is trying to accomplish. So luckily for us, we have access to Ryan and he has access to 6,500 search engine marketing budgets to learn from. So today we're going to talk about ad word budgets and how to forecast what your brand should be spending and how to ensure you don't overspend or underspend. So, Ryan welcome.
Ryan:
Thanks, Jon. It's a big one. This topic is constantly top of mind for CFOs and there's constant tension, I think, between marketing teams and finance teams over budgets. And for me personally, it's one of my favorite topics and also my least favorite topics, just because of all the tension around it. It's my favorite because almost every company needs to be educated in how to forecast and plan budgets. But it's also my least favorite because it's always an uphill battle with changing the opinions of business owners, executives, finance teams, even marketing teams that don't understand forecasting and budgeting. It's a difficult conversation to have, but I'm happy we're going to be diving into this and hopefully doing some education. Hopefully making people think about what they're doing and how they can be maybe looking at SEM forecasting a little bit differently.
Episode 12: CRO's Role in Ecommerce Growth
Episode 12
Tuesday, August 4, 2020 • Duration 29:59
In every business there are tools specific to that industry or type of business that will help them grow. Ecommerce is no different. CRO is one of the most important tools to grow an Ecommerce business. Today, Jon dives into the role CRO plays in Ecommerce businesses.
Ryan:
Oh Jon, most people start businesses because they've got skills, knowledge, and the desire to control their work and what they're actually doing on a day to day basis. I would also guess most business owners want to grow and in every business there are tools specific to that industry or type of business that help them grow. E-commerce, as we know, is no different. You and I both know CRO is one of the most important tools to grow an e-commerce business and it's never a bad time to grow.
Ryan:
Today I'm really excited to dive into the role CRO plays in e-commerce businesses. You, Jon McDonald, knowing more about CRO than anyone I know, can you start us off today by giving us your thoughts on CRO and the growth process of an e-comm business, at a high 30,000 foot level?
Jon:
Yeah, sure. Well I think the best way to think about this Ryan is that there's only a small number of ways to grow your company just at a high level before even thinking about conversion rate optimization. You can get more new customers, you can get your current customers, or even those new ones, to spend more with you, and you can get your average customer lifetime value up by getting those customers that have purchased to come back and purchase again. Those are really the only three mechanisms you have for earning more revenue out of your business.
Jon:
So, of course, traffic generation can hit that first one really well. We might argue, and maybe you could fill in on this a little bit Ryan, but traffic generation, when done well in digital marketing, can help you also increase average order value. Then remarketing, you can resell to the people who have already purchased perhaps and you can run campaigns around that.
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Ryan:
Being an e-commerce brand myself, I know that if my email list goes from 10,000 to 20,000, I'm probably making more money from email. So, where are brands missing the logic behind these pop-ups and not equating to larger email database equals more revenue from emails every time I send one?
Jon:
Yeah. I think, I don't have an issue with collecting email addresses. As I said, it should be, and looking at 10 decades of content and data around emails, it definitely can be your highest revenue channel. The problem I have with is the method of collecting, right? So, let's just start with that. I mean, we could, there's lots of directions, we'll, I'm sure we'll go today about the method of doing it around discounts and everything else, but let's just talk about the pop-up form in itself. And what I mean by that is just there are multiple ways to collect email addresses. You can start with those who have ordered and how you have the actual customer contact information that you own, right? If you doing an owned to sale, as opposed to something like an Amazon, then you have that information, people you can remarket to and continue to sell to.
However, if you just put a pop-up on your site versus maybe even baking a form into the page, right? Where customers who are actually interested, will scroll down to your footer and they'll enter their information because they're super interested. Right? I would almost encourage anyone listening to this to set a separate form up in your footer and tag people who fill that form out as higher intent, because they actually are interested in what you had to say. Now, the problem with a pop-up, let's just talk about straight up pop up, not an exit intent, right?
Ryan:
So, you're categorizing your email pops up into different buckets?
Jon:
Yes. Yes. There's different types. And I think that's important here because the one that I want to eliminate from the internet is just the pop-up. As soon as I come to a site, or maybe as soon as I start scrolling or even the timed ones that come up within a couple of seconds of loading the page, those are the ones I want to eliminate. Now, exit intent. Let's put that in a different category. I'm not as opposed to those. But what I'm talking about here is the disruption to the consumer experience, the interruption factor as well. Think of your site like a retail store. Now I know your wife has a retail store, right? If I walk into her store and she jumped out at me and said, "Here's a clipboard, give me your email address." I'm going to probably have a negative reaction to that. Right?
Ryan:
At least she's cute. That does help.
Jon:
Well, Hey.
Ryan:
Popups, aren't as cute.
Jon:
Hey, you know what I mean? You could make, you could put a nice looking picture on a pop-up, but that still doesn't change the fact that I'm there because I have a problem that I'm looking to solve. And I'm at the website because I think that their product or service can solve my pain or need. And all of a sudden now, before I know anything about the brand, something led me there, was it I clicked on an ad or a Google search or someone told me about it, so I have idea that they can help me solve my pain or need. But then all of a sudden I just get there, I still don't know about the value proposition of the brand, I don't know much about their products yet, but then I'm getting hit up right away being asked to give them information.
And I think that that's just disruptive and I can promise you every test we've run where we've eliminated that pop-up conversion rates have gone up on the site and sales and revenue. Now yes, you will collect less email addresses. But I argue that's not a bad thing in this case, with this type of pop-up. And the reason is a couple of faults. So, first of all, the email addresses you're going to collect out of those pop-ups are going to be very, I would argue they're not going to be very effective, right? Because you're getting a consumer who is entering their email address into that pop-up specifically to get rid of the pop-up in a lot of cases, because they... This goes into more things like negative intent shaming, because maybe in that popup, it's a pretty common trend now for a company to say something like, "No, I don't like discounts and offers."
Ryan:
Gosh, I hate that. I had that happen a couple of days ago. And I was like, "Of course I like discounts. I'm not an idiot, but I just don't like you telling me that I don't like discounts."
Jon:
Right. You're you're hurting the brand, right? And you're hurting your customer experience and that's damaged that you now have to repair. So, within the first five seconds of getting into the website, you're already have dug yourself a hole you have to get out.
Ryan:
Yeah. And I think brands are getting kind of like, "Ooh, we're kind of that little unique, give it to the man brand. And we're going to use that humor." [crosstalk 00:07:34] That doesn't necessarily come through because I actually d...
Ryan:
Oh, man. It is such a unique topic that doesn't get brought up enough. I'm exciting to really dive into this. I don't even necessarily know if halo effect is a technical term that anybody really uses. It's just kind of how we refer to it internally at Logical Position and what we're seeing.
Jon:
But I do think it makes sense though. You said halo effect originally when we started talking about the topic for today and I immediately got it. Here you are inventing another term, perhaps, that makes a lot of sense. Ryan, tell me. What is the benefit of understanding the halo effect of Google Shopping? Maybe we just start there.
Ryan:
As you're understanding conceptually, and most I think business owners, marketing teams understand that attribution paths generally look like bowls of spaghetti at this point in time, as people can really easily do research and understand what they want from a product as they're finding it and then coming back to business that they had maybe found it somewhere on. What I've learned, through the last decade plus in digital marketing and a lot of that in eCommerce, is that I'm weird in the eCommerce transaction space. I have a very linear conversion path. I see it. I click it. I buy it. Every company on the planet can track my conversion. It's just very simple. If I've bought from you, you know exactly how I found you. Maybe I don't do enough research or I do enough research before I actually go search for the product. I haven't done a lot of analysis on myself, but that's not normal.
What's more normal is my wife buying something, where she'll do research over probably a week and a half and she's got a pretty low threshold for extensive research. If she's going to buy something for $25, she does a decent amount of research to make sure that that's the best deal. But she'll click on multiple shopping ads, multiple social ads, multiple things throughout the process as she goes back and forth between different sites to figure out where she should buy something.
Through that process, what we've seen is that the Google Shopping click, for somebody that is more normal like my wife, is how people are originally going to find you, but it's not how they're, at the end of the day, going to buy from you. It's more of a discovery tool for a lot of people because Google is a research entity for most people in finding the product on eComm. They're very good at it. Google is just phenomenal at product discovery and helping people figure out what they need or want.
Knowing that, most business owners still look at Google Shopping based on last click, because that's what Google Ads has set them up for. Google Ads tracking by default is last click. You can change it to be linear. You can change it to all these other things, which can make sense, but I don't necessarily think it's bad to be looking at that way, but I think you have to understand as a business owner or marketing team that it's doing other things and that attribution conversation... I've been in digital marketing for over a decade, just like you, and attribution just makes my brain hurt.
Jon:
Yeah, there's too many models. None of them are ever accurate.
Ryan:
Yeah. You conceptually know it's there, but you never really want to be like, "Let's really dive into attribution today." That has never come out of my mouth and probably never will.
Jon:
I'm pretty nerdy, but it's never come out of my mouth either.
Ryan:
Yeah. That just doesn't sound fun. No. No, not going to do it. The halo effect is something we've seen and it's an easy way to explain the fact that attribution is happening and we want to be aware of it and know it's there and that helps direct a lot of our goal setting, I think. Knowing that, from a very simple perspective, the more you spend in Google Shopping, the more the other channels on your site are going to increase even if you're not doing anything else to increase them.
The easiest example, I think it happened in May of this year. We were in the middle of COVID and pretty strict lockdown at that time. This company is a B2B company and they came to me I think through a partner of ours and we were talking just general strategy and marketing, what were they trying to accomplish as a business. They sold on Amazon. They sold on Walmart. They sold on Ebay. They sold on their website, but it was very small. They didn't really care about the website much at all and they had an agency that had told them that buying on Google was the best place for them to be, which the Google Shopping actions. At that time it was I think they were the 12% mark, based on their product mix. Then, they had another agency tell them that, "Hey, your product makes us too big. You need to shrink it down because it'll never work with that many SKUs." So, they shrunk down their product mix on their website. All these things are coming together.
Before they kind of have to look at their company now like a before LP and after LP because it was so dramatic, the change. Their website, in the month of April, did $16,000 in revenue and their buy on Google entity did $34,000. They combined did $50,000 in total revenue from Google and their website and they paid $4,000 for that buy on Google, $34,000. That was their total cost of doing that. By no means bad. There's not many business owners that would be like, "Ah, that's a bad idea. Don't take it."
When I told them, I was like, ...
Ryan Garrow:
Now, are you saying that 10% sales or sales throughout the year are bad across the board, or does it occasionally make sense to have a sale of some sort?
Jon MacDonald:
Well, let's talk about what sales are, because I think there's a ton of ways to drive e-commerce revenue without using discounts. A sale could be anything that is different than just a discount, right? So you could do different types of promotions. So you could do buy one, get one. In essence, you're basically giving somebody a free product, but you're not calling it a percent off. You could say something like buy three of these, you get the fourth free, something like that. And that also helps you get your average order value up.
And yes, you end up eating some margin there. It's a psychological shift from offering a dollar or a percentage off and instead, helping you to look at other metrics. Same thing with something like free gift with purchase, right? So if you purchase something... You could always say, "Buy this and we'll give you X product for free," or you could say something like, "If you spend X dollars, you get this product for free." There are other ways to do that. I mean, you could do free shipping, which is essentially a discount.
I mean, it's almost an expectation anymore in e-commerce, but it could be looked at as a discount, or you could even do if you spend over $50, you get the free shipping. You could look at free returns. I think a lot of people are interested in making sure that they can return their item without having a charge there. This list could go on and on, and you could do loyalty programs. You could do urgency by saying there's limited quantities. You could give a money back guarantee or some type of service guarantee of we'll make it right.
There's a lot of other things you can do to incentivize purchase that is not a dollar or a percentage off, and I think too many people get lazy and just go straight to that as the original tactic.
Ryan Garrow:
So from a broad stroke over-simplification, try generally to avoid any kind of dollar discount or percent discounts as a standard practice with your site. Are you saying that necessarily like a Veteran's Day 10% off discount would not necessarily be a great thing or tied to a certain event randomly throughout the year?
Jon MacDonald:
Again, I wouldn't do a percentage off or a dollar. I think there's a lot of other things you could do.
Ryan Garrow:
Okay.
Jon MacDonald:
Right? So all those things I listed, you could say, "Hey, if you're a veteran, we do these special things for veterans." It doesn't have to be a percentage off. Free shipping for all veterans this weekend, or we're doing free shipping just because it's Veteran's Day. So there's a lot of other ways you could get urgency and have people to want to take action.
And that's really all we're looking to do with a discount is to create urgency where somebody is interested in the product, but they need to be moved to actually converting, and you want to give them that little extra push. Most people, it's just commonplace or perhaps this laziness, I'm not sure, but we see it so much and it's where people just immediately go to that discount.
Ryan Garrow:
I think it's the easy button.
Jon MacDonald:
Right.
Ryan Garrow:
Even me in strategizing with my wife's retail storefront and her e-commerce site, she's getting more involved in e-com and is trying to figure it out. And so we're like, "Hey, let's do a 10% off sale for this event." She did this event for I want to say 15 online retailers, and it was a great success, but one of the requirements is everybody's got to have some kind of promo to draw in all of your followers on Instagram to this event. And 100% of them did a percentage off discount.
Jon MacDonald:
Yeah, exactly.
Ryan Garrow:
And I advocated for that. So I failed you, Jon.
Jon MacDonald:
Well, that's why we're educating you today, Ryan.
Ryan Garrow:
Okay, so percentage off, dollar discounts, bad. Getting a little more outside the box, creative thinking and how can you incentivize. With other methods, it may in effect just be a discount. It's just presented in a different way like BOGO or free gift with purchase. Free shipping is probably not necessarily an incentive anymore for most companies, but depending on what you sell. There is a unique one that just came up with my wife and I yesterday, abandonment emails with discount...
Jon:
They're trying to create a marketplace without really holding any inventory or doing any fulfillment. They literally just take the money, take their cut and send everything over to the retailer?
Ryan:
Yeah. From a high level, it sounds like a great idea like, "Okay. I have all of this work. I'm spending all this money in Google ads and shopping and I've got agency fees or employee costs or my time in it. Now, I can just go to Google and you're just going to take a commission and it's a fixed cost, so I don't have to worry about what my return on Google shopping is." That theory sounds phenomenal. There's not many business owners are going to be like, "Yeah. Here, take my products. Sell them for me. I now know that I'm only going to be paying 12% of my revenue for my advertising cost." There's no scenario in which that doesn't sound like a good idea.
Jon:
That definitely makes sense. How does Buy on Google differ from Google Shopping? This is a complete novice asking that question.
Ryan:
It's part of Google Shopping. You only see the Buy on Google when you're in the Google Shopping tab within Google space. It used to be a little more prevalent on the first page of Google, but I believe it's only showing now in the Google Shopping tab. It's one of the filters you can put on there.
Jon:
Okay. Then, really Google Shopping is getting your listing of products up there. Some of them will take you to the retailer. Some of them will just take your money on Google.
Ryan:
Yes. It's always interesting. Google's, as we know, a for profit company. They want to make money. When they came out with this program, it obviously sounded great to business owners, but it immediately put up some flags on our team internally to say, "Okay. Google needs to reward shareholders for their investment and needs to make money to afford employees," and all the things they do around the world that are very good and positive, including paying people. If Google is going to take 12% of the revenue for a sale and not charge for any clicks to the merchant that's selling that, in theory, Google's not going to be willing to lose money by showing those products at 12% when they know from a click cost, they're getting a 20% or a five X return for the merchant.
Jon:
I see. Yeah.
Ryan:
Google's got a lot of very smart people and they do say that they are out for the good, and they will do things to just benefit people. Period. There is an opportunity maybe that they're willing to take less money, but that's not always the case. You just have to start investigating. That's why I challenge every merchant to do with any product in Google is test and measure and see if it does actually make sense for your brand.
Jon:
Spoken after my own heart there, test and measure.
Ryan:
Yes.
Jon:
I've had an impact, Ryan. I appreciate it. Let me ask you this then. If they're not doing any commission anymore, then how are they going to make any money and how could any brand really think that Google is going to list this above their ads?
Ryan:
It's a great question. That's why it's surprising that Google made this move, especially when they just released earnings when we're doing this podcast yesterday where they had the first time that their revenue dropped in a quarter. I don't know how long, if ever, that Google being willing to give up money. When that happens, it's telling us internally logical position that, "Okay. Something wasn't going the direction that Google thought it was going to be going." Either we're in the process potentially of just sunsetting this or moving it to a place where it's not going to be necessarily a focus of Google because if there's no revenue coming in, how are you going to support it internally?
You can't dedicate a bunch of employees necessarily longterm to a product that makes no money. It's either a stepping stone into something different, or they're taking steps to buy some market share to a degree and try to get people using it in broad adoption so that they can monetize it later. We don't necessarily know where they're going because they won't necessarily tell us this despite our levels of... I actually asked the question. I was interviewing, I think the global partner strategy person for Shopping. He's a big guy in the Shopping space. We were talking about the free and fast program that's recently come out and I brought it up and he's like, "I answered something, but not how you want it. Then, we can't have this in the interview because I'm not authorized to speak on it."
Awesome. Thanks. It's a big unknown. I know that if Google is not making money on it generally, it's not going to be something that I, as a brand, am going to get really excited about and try to push all of my eggs into that basket for my personal brand. I might test it. Again, test and measure, see what it does, but my hopes are not high. Also, my hopes are not high, but just because of the nature of the Buy on Google and the data we've seen in it. A logical position... One of the companies I talk about often, I won't mention them by name, but they started working with us in May of 2020 after they had not been doing any paid search with an agency. They had been using Buy on Google with another agency that recommended that this was the greatest thing for...
Ryan:
How much in your opinion, and maybe you can assign a percentage, is the actual act of converting on a site the experience? Can you break that out into its own piece, you think?
Jon:
Well, without question, I think Google has been very upfront about this. Normally they'd never release a specific percentage that anything weighs into that algorithm, but they are saying that it's going to be one of the top factors.
Ryan:
Is the rate of conversion on a site?
Jon:
They can track conversion to some degree, but I think what they're looking at is how long are people staying on your site? How many pages are they looking at? Are they converting is definitely a factor in there, but are they bouncing right back to Google? And I think they're looking at a lot of other metrics too. They're looking at page speed. They have a whole bunch of algorithms and artificial intelligence, AI, that has gotten really, really good at telling things like, do you have a popup on your site where it, as content loads on the screen, that popup kind of moves around a little bit, and just because the page loads slowly and you have this bad user experience, and now people are trying to click buttons and the button keeps moving as the page loads.
Ryan:
I hate that.
Jon:
Exactly. That's the thing that Google does not want, that experience, what you just had, that emotional reaction. If you had clicked on the first item in a search engine result page, and you went to a site, and you had that reaction on that site, Google now knows that that's what's happening, based on their AI, because they can test for those type of experiences. And so really what they're advocating for here is the consumer experience on your site, the user experience. And they're asking you to make sure that you have a consumer friendly experience. And I think that's really what's going to matter.
Now, the outcome of that is naturally going to be higher conversion rates. So I've always been a proponent with CRO that says the goal of the brand is to convert higher, almost always, right? The goal of the consumer is to have a better experience. Those are actually very much aligned, because if you have a better experience, you're going to convert more. And I think Google is recognizing that now, too.
Ryan:
You could take the stance of maybe some of the conspiracy theorists out there, that a higher converting website in the eCommerce space could hurt Google's revenue, since people don't have to go back to Google to keep researching. They're just going to find it, buy it, kind of like how I usually convert, versus my wife, who's all over the place in her conversion path. What would you say to those conspiracy theorists?
Jon:
Well, I don't think it's a conspiracy. I think it's, you know, Google's pretty upfront how they make their money. It's what the ads on the search engine result pages for the vast majority of their revenue. So yeah, they want people to keep coming back to Google, but I can promise you that if I keep searching Google and I keep getting a search engine result as the first second, third, which are the only ones people are really clicking on for the vast majority of times, and the experience is crappy, I'm going to stop going to Google.
So they must know, because they've factored this in as one of the top ranking items in their algorithm, they must know that this is causing a concern, and they're feeling a lot of pressure from tons of other search engines out there right now. I mean, you've probably heard of, what is it, DuckDuckGo. There's all of these other search engines that are way more privacy focused right now. Windows, any Windows laptop comes with Bing as the default search engine, Microsoft search or whatever they're calling it these days.
So I think they're feeling that pressure of making sure that people have a great experience, so they continue to come back and search on Google. That's why they're making it such an important factor. Will it cost them some money? I don't know. I think they must've done that math, but I will tell you that I'm excited that this is new and that they're making a big stance for this, because it's needed. It's really needed.
Ryan:
Speaking of competitors to Google, Amazon controls over 50% of the online transactions in the world. And how much in the future do you think Amazon is going to impact the way we view a checkout or a conversion process? If we play it out, say, let's just say Amazon is going to continue increasing in dominance. You can't do much with their checkout. So are we going to be so conditioned as Amazon Prime members that anything that deviates from Amazon's checkout process is going to throw us for a loop, and we're not going to know what to do? Kind of like the idiocracy model, where we just get dumber, because it's so simple for us?
Jon:
Well, I think that's the internet. The evolution of the internet has been that way for years. And I think we did a prior episode where we...
Jon:
Awesome. Well, I'm looking forward to being educated on this. This is a topic that we were chatting before we started recording, and you have some unique perspectives on this that I've never even given thought to. So.
Ryan:
We both have [inaudible 00:02:32] all kinds of things, Jon. It's great to be able to do this with you, but when this topic came up in our sequence of things we're going to be talking about it. I get all hot and bothered and excited and adrenaline starts flowing and I talk fast. So bear with me, but very similar to how you get when somebody's got a discount email pop up on a site is how I get when somebody tells me what their budget is X number of dollars a month. And don't overspend. It's just, I'm on a personal mission to eliminate SCM budgeting for 99.9% of the population. It just doesn't make sense for most companies.
Jon:
So explain that to me, I'm interested to learn more. Why is that? Well,
Ryan:
we get into the conversation because finance people want to see what numbers are going to be and understanding what's going to be coming in and out of accounts.
And so it's for the last a hundred years of CFO's doing work to prepare bank accounts. Marketing has been a line item on the P and L that they've paid attention to and set goals around on how much are we going to spend? What are we going to do? How much are we putting into magazines and newspapers and TV ads and billboards? So it's understandable, but SEM is in a very unique position that it's not a normal P and L line item. Let me just use an example because here's what normally happens. Finance meeting, all right, the owner is, "What the heck," gets all red in the face. "What the heck is this $350,000 charge for Google last month? You know, we need to cut that down because our retailers are selling less of our product. We need to save money. And you know, if we go into a COVID time, we've got to control all of our money and keep it from going out so we're not spending $350,000 on Google anymore. Every month, a marketing team, we need to cut a hundred thousand dollars of that."
Marketing team reaches out to the logical position says, "Hey, yeah, our wholesale channel is down because nobody's shopping in stores. So we need to cut a hundred thousand dollars of our marketing budget on Google." And that I get it, logically it passes the make sense test that you're going to take that hundred thousand dollars from Google and move it to the bottom line of profit. So you can cover the missing profit from some retailers that aren't selling product.
Jon:
Right. They're looking at it purely as an expense line item.
Ryan:
Exactly. Which again, conceptually makes sense. What isn't considered in that is that $350,000 drove 1.3 million of top line revenue, 10,000 new to brand customers, and also had an impact on two million organic direct traffic revenue.
And so cutting that hundred thousand dollars, most likely won't even save that company money. It'll probably cost them revenue and profit because it's not going to be driving as much top line revenue. And many times in the past, if you cut a hundred thousand dollars of billboards, you may not actually feel an impact in the business at all over the next month, depending on what you're selling, depending on what the billboard's mentioning, but it simply does move that hundred thousand dollars to the bottom line. And that again, logically makes sense. But with SEM, it doesn't operate like a historical marketing channel. It is driving so many other things that impact the business.
And so because of that, it is somewhat complicated to explain that to a business owner over a phone call or, "Hey, we've got five minutes with the exec team. Let's tell them why we need to be spending on SEM." For most businesses, I'll add, will start with the crazy notion that you should not have a budget for paid search. It should be, "Nope. You are going to set your goals and going to spend. And if you can spend more, you are going to take it if you're hitting your goals."
Jon:
Okay. So it's not an expense line item. It's an investment.
Ryan:
Yeah.
Jon:
Okay.
Ryan:
If you're printing money with an investment, is there any reason you wouldn't continue printing money? And the general answer is, "Well, no, if I put a dollar in and I get $10 back, I'm going to go find a bunch more dollars. There's no limit to the number of dollars I can be spending. Because I could take that $10 that I just printed and put it back in and it prints a hundred and I take it out and it prints a thousand." The asterisk to this, which we will touch on probably a little later is it does make sense to forecast sales from SEM, potentially based on historical data for inventory or production. And that's where it does get kind of like a sliding scale on what we can spend based on the inventory we have. And I've got a couple of examples on that.
Jon:
So if you're not budgeting the spend, should you be looking at the back end is what you're saying. You should be budgeting the return on that adspend and what that's going to be in revenue. So you're saying, "I want to make a million dollars. What does the adspend take to hit a million dollars?"
Ryan:
Maybe? But the reality is, is I challenge companies to, yes, you're going to look at this, after the fact on a PNL, as a line item, but in the month itself, the spend on SEM actually doesn't have an impact on cash. Therefore it's not necessarily a normal P and L line item. So easy math example, you're going to spend a hundred dollars on paid search...
Jon:
But I think if you're really looking to impact the first two of those in a major way, conversion rate optimization is really going to be how you're going to get a higher return on that ad spend and how you're generally just going to convert more of your visitors into buyers. So if you're thinking about growth the biggest lever with the highest return on investment, and of course, I'm biased, but I think that the highest return on investment is going to be conversion optimization because with a small investment in making it easier for people to purchase on your site you're going to get a high value back that's going to be sustainable over time.
Ryan:
Well yeah and I think even on a previous podcast we talked about CRO after the sale even and increasing some of that lifetime value in areas I hadn't even considered actually being CRO. Like even some of the things in the shopping cart post purchase which would increase lifetime value had never even occurred to me.
Ryan:
I think it does play in all three, but I think for most people as they're thinking through their entire e-comm business they're going to probably see CRO in those first two buckets of growth. As you're looking at e-comm businesses and you analyze tons of businesses, is there a place in the growth curve of an e-comm business where you really see CRO as being the most impactful? I'm thinking in my head of a bell curve and growth or maybe you're growing up to a plateau like where would you in a perfect world insert CRO?
Jon:
Well I think that you need to have enough traffic to effectively do certain types of CRO. Let's break this down a little bit. Let's look at this bell curve in three chunks. The first chunk would be the folks who are just getting started, maybe we'll just say less than a million dollars in revenue, which is a pretty big gap there. But that first million what you really need to be focused on is making sure people know that you exist.
Jon:
They need to have an easy to use website but normally you're going after those early adopters who are willing to put up with a little more complications on your site than the average customer. So it's really important for that first third of that curve that you are mainly focusing on driving traffic that is going to hit a very specific segmented marketplace that is going to be your key customers that are going to stick with you no matter.
Jon:
You probably aren't going to be converting much on branded terms because people don't know who you are, so when people do find your site, at that point, you want to make it as easy for them to purchase but you're not going to be able to do things like AB or multivariate testing because AB testing and multivariate testing, et cetera, require enough traffic for you to get results in a meaningful timeframe.
Jon:
So in that first third what I usually would want people to do is when I'm looking at these companies I want to see them collecting data. What do I mean by that? Well are they actually looking at great analytics data? Have they actually ever dived in there and customized it a little bit or is it just they just put the snippet from GA on their site and that's all they have.
Jon:
Couple other things to be thinking about there, like you could easily pretty cheaply get things like heat maps and movement maps. You can do that type of stuff to start understanding how people engage with your website and just make changes based on data. You don't have to test it, right?
Ryan:
Mm-hmm (affirmative).
Jon:
Just make the changes. The best way to test there is just to do week over week or month over month. Now if you're making changes every day that's going to be hard to really know what worked well, but I don't want that to stop brands. They should still be tweaking their site as much as possible and then sticking to perhaps even larger changes in that first third.
Ryan:
In that space, in that first third, a lot of times the business owners generally don't know best practices on website. They know their industry, they know their products well. But how much would you as that business owner trust your gut looking at small pieces of data like that on a daily, weekly basis where you can't actually get an AB test and have full confidence that this is what is better. You just say hey, go with your gut on that because it's probably better than not going with your gut?
Jon:
Well I think that it goes back to the phrase I say quite often which is it's really hard to read the label from inside the jar. I think that with that in mind that it's still as an owner of a site and a daily operator you're still too close to it and you really still need that consumer feedback. Collecting that data and paying attention to it, even if it's only 100 visitors a day or a week, that's still data that you should be looking at. Where are people leaving, what pages are they getting stuck on perhaps, where are they dropping off in the funnel, that's all good information to know where are the holes in your bucket because they're flowing right through that bucket instead of collecting them as revenue. You really need to know where those holes are and that's really what I'm getting at here.
Jon:
The other thing you can be in this first third of that curve, go talk to consumers. You should email every single person who buys personally. There's not a volume at that stage under a million where you can't email every single person individually and just ask them, "Hey, this is me, this is actually me," just start the email that way. "I'm sending you a personal email. I want to know why you purchased and what your experience was." That's it.
