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Livebookings Academy Full Presentation - Analyse That

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What tools are out there to help you measure your business?

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Livebookings Academy Full Presentation - Analyse That

  1. 1. Livebookings Academy Analyse That! What tools are out there to help you measure your business? 25 February 2010
  2. 2. Tracking your online success Livebookings Academy February 2010, David Norris
  3. 3. Tracking your online success • Why measure • What to measure • Free tracking tools • How to get started
  4. 4. Tracking your online success Why measure?
  5. 5. Tracking your online success What do YOU measure? • Newsletter subscribers • Website visitors • Source of visits • Conversion of traffic to bookings • Online mentions 5
  6. 6. Tracking your online success Why measure? £ Promote £ £ Learn £ Manage £ Analyse 6
  7. 7. Tracking your online success Online tracking – part of business “KPIs” Key Performance Indicators 7
  8. 8. Tracking your online success What to measure – start tracking KPIs 8
  9. 9. Tracking your online success 9
  10. 10. Tracking your online success Free tools
  11. 11. Tracking your online success Free tools Twitter link tracking Website activity Twitter reputation News alerts Facebook fan page
  12. 12. Tracking your online success Google Analytics • Free service to deliver you news articles relating to your business • View online, save as PDF or set up regular reports to be sent to you by email • http://www.google.com/analytics 12
  13. 13. Presentation title Google Analytics 13
  14. 14. Tracking your online success Analytics: metrics that matter • Visits • Unique Visitors • Page Views • Pages Per Visit • Bounce Rate • Average Time Spent on Site 14
  15. 15. Tracking your online success Analytics: visitors, traffic, content 15
  16. 16. Tracking your online success Measure: conversion Week 1 Week 2 Difference 1,500 visits 2,000 visits + 33% 220 bookings 250 bookings + 14% 15% conversion 13% conversion -13% then ask “why?”
  17. 17. Tracking your online success Measure: how much search traffic?
  18. 18. Tracking your online success Measure: what keywords are working? Tip: Set up an email summary to be delivered once a month
  19. 19. Tracking your online success Google Alerts • Free service to deliver you news articles relating to your business • http://www.google.com/alerts 19
  20. 20. Tracking your online success Tracking Twitter « How many followers » is the wrong question! The right questions... • How influencial are they? • Which tweets create a click on a link? • How engaging are we? 20
  21. 21. Tracking your online success Hootsuite: tracking Twitter links • Free web-based Twitter tool • Also available on iPhone • Use to shorten web links in tweets • « Stats » feature will tell you how many clicks you received from each tweet 21
  22. 22. Tracking Your Online Success 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 • Four Bullet point iusto odio qui atque • Five Bullet point iusto odio qui atque • Six Bullet point iusto odio qui atque 22
  23. 23. Tracking your online success Klout: your Twitter reputation 23
  24. 24. Tracking Your Online Success Klout: Your Twitter Reputation 24
  25. 25. Tracking your online success Klout: Your Twitter Reputation 25
  26. 26. Tracking your online success Klout: Your Twitter Reputation 26
  27. 27. Tracking your online success Klout: Your Twitter Reputation 27
  28. 28. Tracking your online success Facebook Insights for fan pages « How many fans » is the wrong question! The right questions... • Who are they? • What are they like? • How often do they interact with us? • How engaging are we? “Page Insights” feature 28
  29. 29. Tracking your online success Facebook Insights for fan pages 29
  30. 30. Tracking Your Online Success Facebook 30
  31. 31. Tracking your online success Getting started
  32. 32. Tracking your online success Getting started Make a list of what you want to measure Decide: what does success look like to you? Ask for advice – what is achievable? Select your toolkit, implement Track, learn, modify
  33. 33. Tracking your online success Follow up This presentation will be emailed to you all this week 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
  34. 34. NetTrackz: How is your restaurant found and represented on the internet? Phil Geraghty, Product Director, Nettrackz
  35. 35. 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.
  36. 36. A User’s Journey
  37. 37. Your business is online – but how do you keep control? 5 Years Ago You controlled your advertising. You controlled what was written about you and where you were listed. Today You are listed in 100s of places, people are talking about you and you have little control over this. Tomorrow As a business owner you will embrace this feedback and control it through engaging online with your customers.
  38. 38. 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 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.
  39. 39. 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: - 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.
  40. 40. How can NetTrackz help?
  41. 41. 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
  42. 42. 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
  43. 43. The free report – full version Presence 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?
  44. 44. Live example: Rules – web presence report Outcome Not listed on two directories – this is often far worse Phone number is incorrect on 6 directories. Address is wrong on 5 directories Website is wrong on 3 directories
  45. 45. 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 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
  46. 46. The NetTrackz website www.nettrackz.co.uk
  47. 47. 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 representing your business in the best light 3. NetTrackz is a tool for telling you how you are doing and also improving this
  48. 48. 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 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
  49. 49. Livebookings Barometer A new complimentary service for our customers Olivia FitzGerald, General Manager UK & Ireland Livebookings
  50. 50. Livebookings Barometer A question for you... Do you know what your guests think about your restaurant? 55
  51. 51. Livebookings Barometer What is Livebookings Barometer? • Enables your guests to tell you about their experience at your restaurant by answering a few simple questions • 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 56
  52. 52. Livebookings Barometer 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 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 57
  53. 53. Livebookings Barometer 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 2. Food, drink, service, ambience 3. Would you recommend? 4. Online booking service • It takes just a few seconds to complete 58
  54. 54. Livebookings Barometer Response rates 33% of guests want to give you their feedback - the industry response rate for direct marketing can be up to 10% 59
  55. 55. Livebookings Barometer Your feedback reports • A report with the survey 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 60
  56. 56. Livebookings Barometer Launch date 1 March Post dining surveys emails to your guests 1st Week in April You will receive your first summary report 61
  57. 57. Livebookings Barometer Coming soon... • Add your own questions • Telephone and walk-in guests • For more Livebookings Barometer news: www.livebookings.co.uk 62

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