Think Like a Hardware Store – Capture Customers During Discovery

Here’s something to think about over lunch: What are your customers thinking when they visit your website?

I’m not referring to their opinions on your color pallet or whether or not they like drop down vs. static menus. Think bigger picture. When someone steps into your website, what mindset are they in? Do they know what they’re looking for? Are they ready to purchase as soon as possible? Have they even heard of your company before?

You might be thinking that the average visitor is in ready-to-purchase mode when they hit your site, and that could actually be reality. But I would like to pose that you consider changing the average mindset of your visitor in the name of increased revenue (and profits, of course!). Travel upstream in a customer’s journey to their purchase and drive them to your site during their discovery/exploratory phase. Why? More after the jump…

Is Your Branded Search ROI Fact or Fiction?

AdAge Digital has an interesting article on the effectiveness (or supposed lack of effectiveness) of paid search for online retailers.

Less than 10% of online retailers’ web traffic, on average, comes from search engines…

…the majority of retailers’ web traffic (61%, on average) comes from people going directly to a retail site — consumers typing, say, Amazon.com into a browser address bar.

…many people use search for product research, which influences their behavior down the line. He illustrated an example: You search for a red cashmere sweater, looking for who has the best deal. You see J. Crew has it for $119 and Neiman Marcus for $329. You don’t buy it then but later head over to jcrew.com and make the purchase.

So what’s the answer? Are consumers really steering away from non-branded paid search because retailers like Amazon have such massive brand presence? Is branded search ROI significantly higher than general search terms? Should you adjust your marketing investment away from general search terms, or away from paid search completely? In short, no.