Way too many conversion rate optimization projects are coming up empty. Companies feel they work too hard for too little return.
Most conversion rate optimizations efforts are focused on pages and elements (we've identified over 1,000 variables) but don't focus on the entire persuasion scenario. That's how they cheat themselves. Most organizations face structural issues that prevent them from recognizing or correcting the problems. They simply optimize blindly.
Perhaps if I explain the issue, this column will help some smart CEO or CMO get out of the bind.
The Hierarchy of Optimization
Not long ago, Kathy Sierra wrote "What comes after usability?" Reading it inspired us to explain the hierarchy of optimization:
Sierra's graphic refers specifically to users and applications. Ours focuses on potential buyers who must be persuaded to convert. The two are similar but different. And unless you're actually designing an online application, don't treat your visitors as users.
A Hierarchy of Potential Buyer Needs
Like Maslow's hierarchy, the pyramid indicates that only once the base needs on the bottom are met can potential buyers move up to address the next need. As they arrive at the top of the pyramid, they're effectively persuaded to take action:
Any optimization hierarchy must reflect visitors' needs as they approach your site, as well as your sales/conversion goals:
The top of the funnel is market potential, the bottom is where prospects convert. Almost every conversion rate optimization effort focuses too narrowly on the bottom while ignoring opportunities above it. The best optimization efforts achieve usability. Many companies face persuasion issues, not conversion issues.
As you can see, the sales funnel and the needs pyramid are inversely related.
Determine Where to Allocate Optimization Resources
Any company committing resources to optimization should use these diagrams to determine where in the hierarchy its current efforts fall and what other areas might be more lucrative for optimization efforts.
Important points to consider:
Marketing, Sales, Development, Analytics, and Optimizers
So many silos, so little time! Optimization can boost results not by percents but by multiples. It just needs the proper executive sponsorship.
Hey, you! Yes, you, the too-busy-to-think executive. Do I have your attention? Are you ready to turn your optimization efforts upside down?
Meet Bryan Eisenberg at Search Engine Strategies April 10-13 at the Hilton New York in New York City.
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Bryan Eisenberg is coauthor of the Wall Street Journal, Amazon, BusinessWeek, and New York Times bestselling books "Call to Action," "Waiting For Your Cat to Bark?," and "Always Be Testing." Bryan is a professional marketing speaker and has keynoted conferences globally such as SES, Shop.org, Direct Marketing Association, MarketingSherpa, Econsultancy, Webcom, SEM Konferansen Norway, the Canadian Marketing Association, and others. In 2010, Bryan was named a winner of the Direct Marketing Educational Foundation's Rising Stars Awards, which recognizes the most talented professionals 40 years of age or younger in the field of direct/interactive marketing. He is also cofounder and chairman emeritus of the Web Analytics Association. Bryan serves as an advisory board member of SES Conference & Expo, the eMetrics Marketing Optimization Summit, and several venture capital backed companies. He works with his coauthor and brother Jeffrey Eisenberg. You can find them at BryanEisenberg.com.
December 12, 2013
1:00pm ET / 10:00am PT