Search engines talk about optimum consumer experiences, but they do not help brands make that happen.
Much has been made during the past two months about Google losing its fastball in search. Numerous news articles have detailed a lack of consistency, a dependency on content "farms," and a general dissatisfaction with the experience coming from search with the undisputed category leader. In response, Google has unofficially announced war on those taking shots at the algorithm by implementing changes in an effort to make search more personal, less content dependent, and even more social.
Regardless of the quality changes being made by Google, Hitwise recently released a statistic that caught my eye. It is not a new statistic, as Hitwise has reported on it for a long time. But its implications have not been fully discussed. The statistic is success rate. Simply explained, it's the percentage of users that actually left the site after doing a search. We constantly talk about the power of search being the ability to meet consumer intent with relevant content. In theory, this number is one way to do so. It would be a more worthy metric if it measured actual clicks on a link on the result page, but it can be a directional jumping off point, at the very least.
There is an inherent problem with this in that more and more searches across all engines are designed to provide information without requiring a click or departure from the site. So, there must be a factor of variance allowed due to people who might type in a keyword such as "weather" and find the local forecast without having to ever leave Google. But, even with those informational queries being met with immediate response, the variances between Bing and Google are surprising. Even more interesting is that the number from January 2011 represents a sizable improvement for Google where it was hitting on less than 60 percent of all queries leading to a click as recently as October.
This data raises at least the semblance of an interesting debate for advertisers on how to think about the success of their paid search program. To date, brands think of the metric "click-through rate" (CTR) as a zero-sum game. Either I got a click or I didn't. If I did, then we put it in the successful fire category; otherwise it goes in the dud column. However, this metric has been built on the premise that if I didn't get the click, then someone else on the page did, and therefore my click-through rate suggests that if I had a 5 percent hit rate then 95 percent of all other clicks went elsewhere.
This data says that's a flawed thought. If one-third of all queries led to no clicks, and, being generous, half of those were informational in nature, then we still have a 15 percent no click due to a failure to properly connect intent and content. If this is correct, then brands would need to do two things:
In a recent blog post, Google's Matt Cutts takes issue with the positioning of this data and what is a "successful" search. In my opinion, that is changing the conversation away from where real value exists. Brands have a very simple definition of a successful search - one where a user clicks on their brand site. If more than 30 percent of all users are just leaving the search results page without a click, then that moment is not successful for brands, yet they have no way of improving that experience for users based on the material data.
There is not a major search player today in the United States market that has shown any substantial interest in addressing this problem. So, while search engines talk about optimum consumer experiences and creating meaningful connections with brands, it seems they would rather debate the definition of a third-party metric than give brands the insights and ability to impact their own true click-through rate. Until that discussion comes to the fore, brands will be left looking at a number that they have to question. And by anyone's definition, that does not equal success.
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Chris Copeland is chief executive officer of GroupM Next, the forward-looking media innovation unit of GroupM. Chris is responsible for curating and communicating insight-focused media solutions across established and emerging platforms. Leveraging his multi-year experience with emerging media companies, Chris is tasked with stewarding GroupM Next in partnership with agency leadership from GroupM's four media marketing and marketing service agencies (Maxus, MEC, MediaCom, and Mindshare). The focus is participating with those companies leading changes that most impact consumer media consumption, brand favorability, and purchase behavior.
Guiding the Predictive Insights, Technology, Research, and Communications teams at GroupM Next, Chris is responsible for overseeing the amplification of insights into opportunities that directly benefit the business of GroupM agencies and their clients. GroupM is the world's largest media investment management group and the media holding arm of WPP. Together, GroupM agencies represent almost $30 billion in overall North American billings (RECMA).
Chris helped guide the development of GroupM Next, which was established to deliver the best thinking and new insights from within the GroupM community. The unit also focuses on technology innovation connecting all media channels, but especially, online, social, mobile, and addressable.
Chris was selected to lead GroupM Next after nine years of leading the search marketing practice within GroupM. Among his accomplishments are the development and integration of the global search marketing offering for GroupM agencies, GroupM Search, which managed $1.3 billion in search billings globally and grew to more than 1,000 search marketing strategists serving 40 countries. In 2009, Chris created the research division of GroupM Search and developed research studies that deepened the understanding of consumer behavior across search and social media for leading brands and garnered global traction - most notably: The Influenced: Social Media, Search, and the Interplay of Consideration and Consumption; The Virtuous Circle: The Role of Social Media in the Purchase Pathway;and From Intent to In-Store: Search's Role in the New Retail Shopper Profile.
Chris entered the digital industry in 1996 when he joined search marketing agency WGI (later acquired by Tempus Group). He has been with the WPP and GroupM family of companies since 2000 when, recognizing search as an emerging media channel with incredible potential for brands, WPP acquired Tempus Group and CIA, and ultimately rebranded the search marketing agency as Outrider. As senior partner and managing director of Outrider, Chris delivered on GroupM's vision for the channel, leading the organization to 500 percent growth with global presence over five years, and establishing award-winning search marketing strategies that have become industry-wide best practices. In 2002, Chris successfully implemented the integration of search into the cross-channel media planning process at MEC, creating the first search marketing practice to sit within a media communications and planning company. In 2007, he guided the business expansion of search marketing practices into all GroupM agencies. In 2009, Chris was named CEO of GroupM Search, where he was responsible for driving global search strategy for the organization, while fostering the innovative application of search as an integrated channel. In his role, Chris also provided digital strategy counsel for clients, including AT&T, Dell, Audi, Volkswagen, and more.
Chris is an active member on advisory boards at the 4A's, Google, Yahoo, MSN, and I-COM. He is a frequent speaker in global forums discussing the digital marketplace and how the space is evolving, and serves as a regular resource to national and industry press. Chris contributes editorial commentary regularly to Advertising Age, ClickZ, MediaPost, and MediaBizBloggers.com. In fall 2013, Chris was honored as an inductee into the ClickZ Digital Hall of Fame.
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