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What tools are out there to help you measure your business?
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Livebookings Academy
Analyse That! What tools are out there Analyse That! What tools are out there
to help you measure your business?
25 February 2010
Tracking your online success
Livebookings Academy February 2010, David Norris
Tracking your online success
• Why measure
• What to measure
• Free tracking tools
• How to get started
Why measure?
Tracking your online success
What do YOU measure?
• Newsletter subscribers
• Website visitors
Tracking your online success
• Website visitors
• Source of visits
• Conversion of traffic to bookings
• Online mentions
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Why measure?
Tracking your online success
Promote£ £
6
Manage
Analyse
Learn£
££
Online tracking – part of business “KPIs”
Key Performance Indicators
Tracking your online success
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What to measure – start tracking KPIs
Tracking your online success
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Tracking your online success
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Free tools
Tracking your online success
Twitter link tracking
Free tools
Tracking your online success
Website activity
Facebook fan page
Twitter reputation
News alerts
Google Analytics
Tracking your online success
• Free service to deliver you news articles relating to your business
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• View online, save as PDF or set up regular reports to be sent to you by email
• http://www.google.com/analytics
Google Analytics
Presentation title
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Analytics: metrics that matter
Tracking your online success
• Visits
• Unique Visitors
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• Unique Visitors
• Page Views
• Pages Per Visit
• Bounce Rate
• Average Time Spent on Site
Analytics: visitors, traffic, content
Tracking your online success
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Measure: conversion
Week 1 Week 2 Difference
1,500 visits 2,000 visits + 33%
Tracking your online success
1,500 visits 2,000 visits + 33%
220 bookings 250 bookings + 14%
15% conversion 13% conversion -13%
then ask “why?”
Measure: how much search traffic?
Tracking your online success
Measure: what keywords are working?
Tracking your online success
Tip: Set up an email summary to be delivered once a month
Google Alerts
Free service to deliver you news articles
Tracking your online success
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• Free service to deliver you news articles relating to your business
• http://www.google.com/alerts
Tracking Twitter
« How many followers »
is the wrong question!
Tracking your online success
The right questions...
• How influencial are they?
• Which tweets create a click on a link?
• How engaging are we?
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Hootsuite: tracking Twitter links
• Free web-based Twitter tool
• Also available on iPhone
Tracking your online success
• Use to shorten web links in tweets
• « Stats » feature will tell you how many clicks you received from each tweet
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Hootsuite: Tracking Twitter Links
• One Bullet point lorum eta dolar puis et
• Two Bullet point ditiis praesentium delen
• Three Bullet point iti atque corrupti quos
Tracking Your Online Success
• Four Bullet point iusto odio qui atque
• Five Bullet point iusto odio qui atque
• Six Bullet point iusto odio qui atque
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Klout: your Twitter reputation
Tracking your online success
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Klout: Your Twitter Reputation
Tracking Your Online Success
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Klout: Your Twitter Reputation
Tracking your online success
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Klout: Your Twitter Reputation
Tracking your online success
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Klout: Your Twitter Reputation
Tracking your online success
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Facebook Insights for fan pages
« How many fans »
is the wrong question!
The right questions...
Tracking your online success
• Who are they?
• What are they like?
• How often do they interact with us?
• How engaging are we?
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“Page Insights” feature
Facebook Insights for fan pages
Tracking your online success
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Tracking Your Online Success
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Getting started
Tracking your online success
Getting started
Make a list of what you want to measure
Decide: what does success
Tracking your online success
Decide: what does success look like to you?
Ask for advice – what is achievable?
Select your toolkit, implement
Track, learn, modify
Follow up
This presentation will be emailed to you all this week
Tracking your online success
Leave us your details afterwards if you would like us to send you:
- Our sample KPI spreadsheet
- Our free guide to getting started on Twitter
NetTrackz: How is your restaurant found and represented on the internet?
Phil Geraghty, Product Director, Nettrackz
What is NetTrackz?
Nettrackz is a new online presence tool, that allows
businesses to easily monitor how they appear online
on various sites.
Nettrackz is provided by TouchLocal.com, who have
350,000 UK businesses signed up, 3.5 million
Monthly Unique Users, and are leading the way in
online Video in the UK
We are 130 people, and are purely focused on
helping businesses market themselves online in new
and innovative ways.
A User’s JourneyA User’s Journey
Your business is online – but how do
you keep control?
5 Years AgoYou controlled your advertising. You
controlled what was written about you and
where you were listed.
TodayYou are listed in 100s of places, people are
talking about you and you have little control
over this.
TomorrowAs a business owner you will embrace this
feedback and control it through engaging
online with your customers.
Step 1 :
Check all these sites to see how you are listed
What’s the scale of the problem?
85% of the businesses we have tested are missing from more
than 50% of the directories they should be listed onthan 50% of the directories they should be listed on
72% of the information held across these sites has some kind
of errors. Address, phone numbers, web addresses etc.
This information is essential if you want customers to find
you. Google also loves consistent information about your
business.
Step 2 :
Update all the sites to ensure you are making
the most of your free listings
How long does this take?
Finding the correct sites to be listed on can take a long time
and includes many factors:and includes many factors:
- Can I update my details on this site?
- Is it going to help my web presence?
Once you have decided you want to add yourself, it can take
anywhere from 20 – 60 minutes to complete your profile.
You may have to do this for up to 20 profiles.
How can NetTrackz help?
Getting started – request the free report
Restaurant owner completes
required fields and clicks on:
‘Generate my report now’
You receive your free report
in a matter of seconds
The free report – simple version
Detail Includes:
•Overall web presence
summary/score
•Search position score
based on search terms
•Directory presence score
across key local directory
sites
The free report – full versionPresence by directory (based on details submitted)
Presence on major search engines(based on search terms submitted)
Details the businesses current status
per site, including:
• What’s correct?
• What’s incorrect?
• What’s missing?
• What’s unavailable?
Live example:
Rules – web presence report
Outcome
Not listed on two directories – this is
often far worseoften far worse
Phone number is incorrect on 6
directories.
Address is wrong on 5 directories
Website is wrong on 3 directories
What does the free report tell
restaurant owners?
• Your overall score based on your current web
presence across business directory sites and local
search engines
• The details that UK business directories hold on your • The details that UK business directories hold on your
restaurant
• How well your restaurant is found across local search
engines
• Ultimately, what information is correct, what is
incorrect, what is missing and what is unavailable
The NetTrackz websitewww.nettrackz.co.uk
The key points to remember
1. You are listed everywhere – you need to take control
of your information
2. Your information is most likely incorrect – and not 2. Your information is most likely incorrect – and not
representing your business in the best light
3. NetTrackz is a tool for telling you how you are doing
and also improving this
What we want to do for you
• Visit www.nettrackz.co.uk
• Fill out your basic report
• We will then send you your full report, for free, usually• We will then send you your full report, for free, usually
only available to paying clients
• This will tell you how your business is listed online
• We will then also give you a no obligation telephone
consultancy on how this could be improved
Livebookings Barometer
A new complimentary service for our customersA new complimentary service for our customers
Olivia FitzGerald, General Manager UK & Ireland
Livebookings
A question for you...
Do you know what your guests
Livebookings Barometer
Do you know what your guests
think about your restaurant?
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What is Livebookings Barometer?
• Enables your guests to tell you about their experience at your restaurant by answering a few simple questions
Livebookings Barometer
• Each month you will be sent a summary report of your guests’ feedback, so you can ‘benchmark’ your restaurant’s performance with the rest of the industry
• Information to help you implement changes and boost your restaurant’s performance
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Helping to fine tune your business
The summary report will help you to:
• Listen to your guests
• Identify highs and lows in performance at your restaurant
Livebookings Barometer
• Identify highs and lows in performance at your restaurant day-to-day and week-to-week
• Spot key service issues that your guests have identified, enabling you to resolve them swiftly
• Compare your performance with the UK restaurant industry
• Rate your restaurant alongside your most relevant competitors – anonymously
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What do your guests experience?
• On the day after dining, your guests will receive an email asking 4 simple questions about their experience:
1. Overall dining experience
Livebookings Barometer
1. Overall dining experience
2. Food, drink, service, ambience
3. Would you recommend?
4. Online booking service
• It takes just a few seconds
to complete
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Response rates
33% of guests want to give
Livebookings Barometer
33% of guests want to give
you their feedback
- the industry response rate for direct marketing can be up to 10%
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Your feedback reports
• A report with the survey results will be emailed to you
Livebookings Barometer
results will be emailed to you at the end of every month
• Basic report is free of charge, more detailed options are available including benchmarking
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Launch date
1 March
Post dining surveys emails to your guests
Livebookings Barometer
Post dining surveys emails to your guests
1stWeek in April
You will receive your first summary report
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Coming soon...
• Add your own questions
Livebookings Barometer
• Telephone and walk-in guests
• For more Livebookings Barometer news: www.livebookings.co.uk
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