Why Your Phone is the Most Powerful Sales Tool You Have (Besides Your Face)
Just because millennials don’t make phone calls doesn’t mean they’re going away. (Gif Source) In fact, Invoca says there has been a 40% increase in phone calls across all industries since 2014. And why not? Phone calls are the quickest way to get a response, according to 75% of consumers. So, marketers are taking note, […]
Just because millennials don’t make phone calls doesn’t mean they’re going away. (Gif Source) In fact, Invoca says there has been a 40% increase in phone calls across all industries since 2014. And why not? Phone calls are the quickest way to get a response, according to 75% of consumers. So, marketers are taking note, and giving phone calls the attention they deserve. But it’s not that simple. Phones ring. Great. People are interested. They want to learn more. They maybe even want to buy. But why? Where’d the call come from? Did they get your number from a mobile search? From an ad? Cool — but which one? Here’s how you can discover where your most profitable leads are coming from with call tracking (so you can bring in more of those profitable leads).
Why Your Phone is the Most Powerful Sales Tool You Have (Besides Your Face)
Invoca’s Call Intelligence Index tracked over 30 million phone calls and found that a whopping 70% are driven by digital channels. That’s important for two reasons:
While phone calls produce conversion rates of 30-50% according to Invoca’s data.
So it’s not even close. Your odds of success just by picking up that telephone increase dramatically. Cue party music: (Gif Source) But that doesn’t mean everything’s sunshine and rainbows with phone calls. Because most people have no idea where they’re coming from. The phone rings, you pick it up and chalk it up to divine intervention. Or worse, ‘branding.’ When in reality, it came from a search or social or referral. You just lost the digital paper trail that proves it. (Which means you personally don’t get the credit, either, from bosses and colleagues and clients.) There is good news, though. You can set up call tracking once and for all with a little bit of work. The trick is knowing where all of the possible loopholes are. The ones that your data now slip right through. For example, call extensions (the first tip below) will help you track phone calls that originate from your ads. But if people click through to your site and browse before dialing, all is lost. So here’s how to plug those common gaps.
1. Call extensions
Adding a call extension to your ads is the easiest place to start. Google will provide customized phone numbers that will help you track all inbound calls back to individual campaigns and keywords. For example, let’s say you do a ‘brand search.’ You type in a company or consultant’s name and up pops their info on Google. The Knowledge Graph, or the featured block on the right-hand side of a search engine result page (SERP) will commonly pull-in data about the company (if it’s big or notable enough). It might even pull in your direct phone number. That’s what’s happening in the image below from Blue Corona, Inc. Their real phone number is popping up in the Knowledge Graph (the local 301 number). But if you look at the branded search at the top of the page, you’ll notice an 800 number. (Image Source) That’s a call extension at work, customizing the number to this ad so that you can track calls as conversions inside AdWords.
Just adding a simple call extension can increase click-through rates by up to 8%. Not bad for a few minutes worth of work.
2. Mobile specific ads
Not all PPC searches are ‘high-intent.’ Meaning that some people are simply just Googling for information around their problems. They’re not necessarily ready or willing to talk shop just yet. And the key to generating (or sabotage) PPC conversions is through matching your offer to each person’s individual temperature. So it’s often a delicate balancing act. Except… when it comes to mobile searches. Mobile search drives 50% of all calls according to Invoca’s data. And those inbound phone calls are 10-15x more likely to convert than web leads according to Jason Wells. Those are two very good signs. So you can capitalize on this by running mobile-specific, phone number-only ads. (Where only a phone number shows up, and no website link CTA.) This can get tricky obviously, so test in small increments to see what impact it has on results. (Image Source) And keep in mind that sometimes on mobile devices, Google will remove additional lines of copy in order to squeeze in ad extensions. So push your critical info to the front of the ad text.
3. Keyword analysis
Call extensions are like your front-line of defense. They’ll help capture a lot of people who were already looking (or thinking) about calling in to get a quick response. But there’s still a giant, gaping hole to address. For everyone else who needs a little bit of extra info before calling in, they’ll unsurprisingly want to visit your website instead. They’ll ignore the call extension and click on your landing page link. They’ll read the page and maybe hit Home or About Us before ever thinking of dialing. And so now that call extension is next-to-useless. Even if someone picks up the phone and calls the number on the very first landing page they see, you’re still outta luck. Unless… you beef up your call analytics with a tool like Invoca or CallRail. These help you display custom phone numbers on each page of your site (or a single custom number per visitor). So when someone does pick up the phone, you can see their entire sessions, where they’re calling from, and what source originally drove them to your site. Here’s why that’s important. Not every phone call you get will result in a paying customer. Only a fraction of them will. Even call extensions can often fall guilty of this. They give you basic data, calling new inbound calls conversions. Even though technically speaking, they’re not. That means you need to eventually be able to track back John Smith, who just paid you $10,000, initially came through the keyphrase “life insurance quotes.” That way you’re changing bids or testing ads not just on vanity metrics (like CTR or cost per conversion) but real business-generating ones instead (like revenue).
4. Retargeting ads with phone numbers
Not everyone who visits your site for the first time is going to convert. In fact, as we’ve already seen, the vast majority won’t. But that’s OK. If you already have a plan in place to bring those people back. Most retargeting display ads are designed to simply bring someone back to the site. In other words, the intended action or CTA is almost always a link click. That’s not good enough, though, when you consider that whole 1-2% vs. 30-50% thing. So adding a phone number to retargeting ads is another simple way to incentivize a higher-converting dial, instead.
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(Image Source) And once again, you use customized, dedicated numbers for each retargeting campaign. So you can track back the success of that unique 800-number to the ad creative that generated each conversion you ‘saved’ or brought back from the dead.
5. Schedule call-based ads around availability
Inovca showed that 75% of consumers believe phone calls are best for a quick response. However, that only applies if there’s someone around to answer the phones. Meaning: There’s no point in running these dedicated ‘call only’ campaigns after-hours or on the weekend. So you need to go in and shut down those off hours to save on wasted spend. No point in paying for more unanswered voicemails. Schedule your ads in the Advanced Settings under each individual campaign. (Image Source) This ‘dayparting’ approach can and should apply to Facebook campaigns as well.
6. Incentivize the call on your pages
Nothing kills a sale faster than… waiting. Even a Harvard Business Review study confirmed that companies often move too slow for online leads.
Companies often move too slow for online leads.
(Image Source) There’s no better example of this than your contact form. Someone fills in their information. That means they’re interested, right now. You finally have their undivided attention. And yet you’re going to make them wait. And wait. And wait. A day later an email follow up goes out. But no response. They’ve already moved on. All of their purchasing momentum is lost. When a simple two-minute phone call could have solved everything. The trick is to do one of two things:
Force them to call (by forcing users to this option), or
Make calling irresistible with some incentive.
Here’s a not-so-subtle example for people who want quick answers (e.g. “Speak now…”) and don’t want to wait: (Image Source)
7. Click to call (above the fold)
When they are ready to buy, 61% of mobile users say the click-to-call option is the most important factor in getting them to that final purchase step. Why, then, is your phone number displayed on the site as an image? Buried deep in the footer? And so tiny that it’s barely legible? Click-to-call commerce isn’t just some passing fad, according to John Busby’s SMX presentation. It’s expected to double by 2019. (Image Source)
So yes, the first step is actually adding the code: <a href=″tel:+1-800-888-8888″>Call 1-800-888-8888</a> But more importantly is where you’re putting that sucker. The good news is that you don’t have to guess here. Start by following the Gutenberg diagram, that indicates how and where people’s eye patterns go when they hit your site: (Image credit) “The fourth, bottom right terminal area is where you should place your call to action.”, according to ConversionXL and UX Movement’s research. And while people are scrolling more than ever before, the placing your most important CTA’s above the fold still holds weight. One way to get the best of both worlds? Scrolling elements on the page, like a widget area that scrolls with the user or sticky navigation, can keep that number front-and-center at all times while they’re browsing or reading. (Image Source) According to a study by Smashing Magazine, participants said that sticky headers were 22% easier to navigate. “Easier to navigate” means easier to see that number. Which means easier to convert.
8. Prioritize the phone
CallRail’s “CallScore” will analyze call recordings to identify good (and bad) leads. This is done in real-time, so you’ll know within minutes how many of those new incoming rings are good or not. It’ll also provide helpful internal data like the time it took for them to reach one for reps and how long the prospect was speaking (vs. your rep). So yes, it’s like lead scoring for phone calls. (image source) Not only does that make your life easier, but you can also start gauging call quality across channels. This brings us back to the elephant in the room: conversions. You’re after quality, ‘bottom of the funnel’ calls who want to discuss pricing and proposals and quotes. If Organic Search brought in 10 calls last week, but AdWords only delivered 5… which one won. Goes back to quality and the eventual conversions of those calls. You don’t want to track sales calls, people asking for directions, and all the other junk that gets through. Phone calls are no different than web leads in that respect. You’re going to get a certain number that are immediately disqualified. It can also help you internally prioritize calls to be directed to the best person in your organization suited for that call; faster and more efficiently.
9. Vanity or local numbers
Who doesn’t love a good vanity number? (Image Source) And what’s easier to remember? A string of ten numbers? Or a catchy phrase? Vanity numbers improve recall rates by up to 84%. And, with mobile users, vanity numbers come with a 33% higher click through rate over generic numbers. Vanity numbers work, especially for smaller companies, but don’t necessarily give you a lot of options for tracking. Presumably, every source would have the same vanity number, and you won’t be able to attach dynamic numbers to your different campaigns. Another route to take is local phone numbers. If your company is big enough that extend beyond just one area code, investing in local numbers for each area code can be good for business. Customers appreciate the “local presence” of the company and are attracted to the Oh, almost forgot. This local number can increase the chances of a customer calling by up to 200%, too. So yeah, that’s probably worth testing too. (Image Source)
10. The exit overlay
You came. You saw. You couldn’t find what you were looking for and were about to leave. Then the exit overlay took over your screen. Annoying, yes. But their performance backs up their use. Data from CrazyEgg shows that “websites with pop-ups consistently outperform websites with no pop-ups.” OptInMoster even has some crazy data that shows they’ve increased conversions by as much as 2100%. Which is like, A LOT better than that measly 0.4% conversion rate you’re settling for with the sidebar CTA everyone ignores. So once again, put a unique number on it. Even this seemingly simple popup below generated an additional 15% in monthly website revenue for a Toyota dealer. (Image Source) You have to think about why people are coming to your website in the first place. And why they’re about to leave. If they were browsing blog posts, chances are they were gonna leave anyway. BUT, if they came through one of your PPC ads for a specific, solution-oriented keyphrase, chances are they were looking for something and can’t find it. Getting them on the phone to talk through it is the most logical next step. And it gives you one last chance at getting the sale.
Why do people call? Here’s what Google AdWords themselves had to say: “We found that calling is most important during the research and purchase phases, where 52% and 61% of mobile searchers respectively say it’s important to have the ability to call. This means that a large number of calls happen when someone is ready to buy or helps a consumer move closer in purchase consideration.” (Gif Source) So phone calls are coming in. And since phone leads close at higher rates than other leads, you need to figure out what made them do it (so you can keep doing those things). Call extensions are a good first step. But they’re just the tip of the iceberg when it comes to call tracking. You’ll have to go beyond the SERPs, setting up unique numbers across your landing pages, navigation, exit overlays, and even retargeting campaigns so you know why.
How Does Retargeting Work?
Understanding What Retargeting Ads Are And How They Can Work For You. Want to master and hack the ultimate marketing tool? Show banner ads to your customers… in the Wall Street Journal… like the big guys do? We’ve seen increases in brand searches by 1,046%… Conversion rates jump by +70%… And click-through rates go up by 1,000%….. […]
Understanding What Retargeting Ads Are And How They Can Work For You.
Want to master and hack the ultimate marketing tool? Show banner ads to your customers… in the Wall Street Journal… like the big guys do? We’ve seen increases in brand searches by 1,046%… Conversion rates jump by +70%… And click-through rates go up by 1,000%….. Gasp! I’ll show you how to do the same in just a second, but first…
The Origins of Retargeting
DoubleClick, now part of Google, reportedly ran the first ever retargeting campaign for Victoria’s Secrets in the late ’90s. The campaign focused on shopping cart abandonment and reportedly provided a 1,000% lift in click-through rate. The service was appropriately called “Boomerang”. Because almost nobody kisses at the first date… Retargeting evolved as a universal tool to target site visitors that didn’t convert. This category represents, on average, 85-98% of those who visit websites. This is because, as human beings, it is normal for us to “think about it”, compare alternatives… and decide later.
How effective is retargeting?
Highly effective! An article published in CMO Magazine compiled 15 mind-blowing stats about retargeting. Some of the data reported shows brand searches lift by 1,046%, conversion rates increasing by +70%, ad click-through rates by x10, all of this after consumers see banner ads after their first visit.
Who are the largest retargeting providers?
The promise of keeping the advertiser “top of mind” as the visitor “thinks about it” is what most retargeting services, like AdRoll, ReTargeter, Criteo and Google Remarketing, are communicating as their value proposition.
How Does Retargeting Work?
Simple… As explained above, an anonymous cookie (or tag) is left behind on site visitors’ browsers. As the former visitor browses the web, the cookie gets recognized by banner ads networks and ads are displayed to all those that have your cookie.
I still don’t get it: can you explain again?
Picture yourself entering a store and leaving without buying anything. Now let’s assume the person that greeted you at the door gives you a tap in the back as you walk out and leaves a “tag” in your back. As you continue to visit other stores and walk down the street, the advertising display at bus stops and other locations recognize your tag on your back and shows you an ad from the store you just left.
What are the Retargeting Parameters to Watch For?
Retargeting often involves real-time bidding (this is where Amazon normally bids more than anybody else and gets to have their ads shown first), cookie burning (visitors that convert are not shown ads), cookie expiration or frequency caps (no more than x15-20 ads are showed and the cookie expires after 120 days). Other variables that can help advertisers fine-tune their campaign are geo-fencing (ads are shown only to IPs in certain countries/locations) and the ability to show banner ads to visitors that demonstrated genuine interest for the site (as measured by the time they spent on the site or number of pages visited).
What is the Future of Retargeting?
Retargeting is maturing as a technology and growing more sophisticated. Expect to see massive improvements in these 3 categories:
1. Link retargeting
This is done by placing your retargeting script in a short link. It is used by social media and email marketers when sending users to interesting or viral content (especially when it’s third party content). All those who click will be tagged by the marketer’s retargeting campaign. Retarget Links (or, for those that don’t have a retargeting campaign AdLinks) pioneered the concept (disclaimer, this is a company that I am running) and used it to successfully promote Traction Conference in 2015 (See this article – #6 – that includes a link retargeting case study)
This is about tagging those that you send the email to. Naturally, it will only work with web-based email providers like Hotmail (Gmail has reportedly blocked this) so the only option to do email retargeting is to use link retargeting (see above) to take your targets out of the email program and into a web-browser where they are tagged by the campaign.
Ad Retargeting Marketing Strategies
Any advice on how to create banner ads?
The best way to grab the attention is to have a face in the ad as the human brain is wired to spot people looking at them. A celebrity, if you can afford one (never put a celebrity on an ad if they haven’t endorsed your ad), is even better. Also make sure the background color stands out from the rest of the site (orange, red, purple). An ad that grabs the attention is useless if it can’t convey the message in a split second. Short sentences (5 words max) describing the benefit (not the feature) for the target audience is a must. Don’t forget the call to action as well (Learn more, Register, Buy now etc). Banner Snack and Google Webdesigner are the best tools to make banner ads on your own. For more design tips, see this great 99 design post. Most popular sizes are 336×280, 300×250, 728×90 and 160×600 pixels (they all need to be under 45kb – this is the most difficult limitation). Facebook’s size limitation is 1 Mb but text should not cover more than 20% of the area which is not bad as, after all, a picture is worth more than thousand words. Standard ad size is 1,200 x 628 pixels.
Are users annoyed to have ads following them?
If ads get noticed, you are accomplishing your goals. The trick is to make banner ads interesting and attractive. A crisp value proposition, nice graphics and humorous content that, importantly, rotates will keep your target interested and would welcome your ads. An AdRoit and Toluna survey shows that, retargeted ads are noticed and that the majority of those that view them are neutral. Other studies show that consumer are aware that they have been tagged after a site visit and are not that neutral about it. Logically speaking, ads targeted to user preference are logically more welcomed than untargeted ones. Also to consider is that most banner ads that are displayed due to a retargeting campaign have an option called AdSense that allows those that are tagged to opt out from campaigns.
I am using AdWords, should I be use retargeting?
It is already difficult to bring prospective customers to a site, so any B2C or B2B business should use retargeting, especially if running an AdWords campaign. As a matter of fact, displaying banner ads is a great way to keep promoting your value proposition weeks after your prospect user left the site.
What is your take on ad blockers?
Banner ads are a $50 billion market and growing +20% per year so it is probably here to stay. Ad Blockers are the result of unscrupulous marketers being too aggressive and ad upload time slowing page rendering but the industry is taking notice and regulating itself. The general consensus is that ads are part what pays for sites that are free and have high quality and entertaining content or services. It wouldn’t be surprising to see ad-blockers-blockers where this content wouldn’t be displayable if an ad-blocker is being used (Wired online magazine just did it a week ago).
Retargeting is a powerful and natural evolution of online advertising. It’s most likely the lowest hanging fruit for any business that has any sort of traffic. Wondering what types of retargeting ads you can run for your business? Check out Derric Haynie’s post on 3 types of retargeting ads that will boost your business. You are also invited to join the the Feb 23 2016 2PM ET Webinar on the subject. Author: Serge Salager CEO of AdLinks link retargeting and Visualping page monitor Serge is an ad-tech entrepreneur formerly CEO of OneMove Technologies a Toronto Stock Exchange listed company. He is a Guest columnist in all things marketing at TechCrunch, a former marketer at Procter & Gamble and Harvard MBA. He is a frequent speaker on advanced online marketing subjects.
Author, Speaker, Founder
Jeremiah Gardner helps organizations apply innovation in marketing, brand development and growth. He is the author of the bestselling book, The Lean Brand and Principal at Moves The Needle where he empowers companies like GE, Sprint, eBay, Intuit, and Cisco to practice Lean Innovation. He has been featured in several media outlets including Forbes, Entrepreneur Magazine, Lifehacker, and The Guardian. Jeremiah reads a lot of Mark Twain, is an avid Lakers fan and a self-professed amateur home chef. Jeremiah tweets @JeremiahGardner and blogs at http://jeremiahgardner.com.