Over an amazing set of Oreo Coffee 3-scoop cones, the group tossed around the terms and concepts that had caused such inaction at the companies they left to launch this thing. Big Data be damned. CLOUDy digital marketing strategies. Consultant scare tactics. Not at this new place. There was going to be agreement--now--about the key metrics that would define success. After all, there were only four of them. How hard could it be for them to come to agreement about what success would look like for their company's built-from-the-ground-up marketing strategies?
Page Views, Time Spent on Page, Conversions, Bounce Rate, Average Visit Duration, Loyalty, Page Depth. Already frustrated, the team decided to grab another beer and start again. None of this felt right. All these metrics represented a confusing mixture of commonly accepted values and certainly could provide great insight into their digital strategy. But it felt dated too, very Web Page-centric. After all, this company was launching their site, but they were talking much more about consistency of message, broadcasting messages through channels, speaking to their customers in short insightful sentences exactly when they were listening instead of dropping their book in Times Square and hoping the guy that tripped over it decides it's worth reading.
One of the founders slammed down his mug. Looking at his wrist, he smiled and told the group confidently that he had it. His Fitbit had just buzzed (an unfortunate miscalculation convinced his Fitbit that swinging a beer mug was good for his health). He mumbled something about a single view of the truth, paid the check and told the team they had some work to do back at the office.
And so the Sitecore Fitbit project started. The team had already decided that the Sitecore experience platform was what was needed at the core of their entire content and digital marketing strategy. This team did their homework. While the analyst reports initially led them to Sitecore, they put the company and the product to the test before this software purchase, and they hit it from the various angles these four professionals represented. From their most technical, data-integration requirements to the ability to model their digital marketing dreams, Sitecore, in their opinion, had it all.
(As a shameless plug to the N. American Sales Engineering team, they noted the use of Launch Sitecore as key to their evaluation).
The Fitbit idea added some fun to this. Now, once the team decided on the key metrics defining success, they could allow Fitbit to be the ultra-simple feedback mechanism, the Pavlovian nudge to keep them on track towards their goals. Gentle hourly pulses as things were moving along smoothly. Fast shakes when things needed attention (either for crazy success or troubling dips). Literally the heartbeat of the business on the four founders' wrists. (Todo: have to find away to reduce the analytics noise from the hoisting of beer mugs).
The founder that had the AHA! moment opened the Fitbit API site on his laptop and projected to the group. He started expounding on his single view of the truth statement, gathering agreement in the room that one of the main problems they'd all seen in the past was that, as a company grows, the charts and tables and numbers and metrics grow exponentially as well. Wouldn't it be great if the feedback mechanism were much more simple, and the thresholds were defined so everyone agreed about the boundaries on both sides of the graph that would drive the right cadence of attention, discussion, strategy review, planning.
With the Fitbit app registered, now it was time to leverage Sitecore's analytics, publishing, reporting and data integration capabilities. One of the great things that a team member remembered from their evaluation was that Sitecore already appreciated this concept of Value. An Engagement Value scoring concept already exists in Sitecore. This is the perfect abstraction that the group was looking for, and now it was time to specifically map their digital marketing goals to this concept. While a single scoring mechanism like an Engagement Value could become the interface to Fitbit, it only needed to abstract--not to ignore or make irrelevant--the significant data points that lead to it.
The only real mantra for this company was an absolute, unrelenting commitment to their customer. They commonly corrected each other whenever their conversations slipped to their own hopes and dreams. Instead, the conversation was always (awkwardly sometimes) required to be spoken in the voice of their customer. While the exercise sometimes became frustrating, the team knew that speaking in this customer voice would always lead them to ensure that it was the customer finding value from the company, and not the other way around.
So now it became a quest to define the thresholds, events and actions that would identify when their customers received value from the company. The team had seen the capability they will have from Sitecore's analytics engine to gather scores of discreet metrics, dimensions, measures. Now they saw that they they could abstract those discreet metrics into higher level categories that everyone could understand and communicate. They could meet regularly and discuss the averages in these categories that for them would define ongoing success. And their Fitbit on their wrist would congratulate them or warn them when things were happening on either side of these bounds.
An initial look back at the Sitecore Analytics offerings provided the group with the confidence that they really had everything they need. A quick look at the Measures available in the Enagement Intelligence Analytics OLAP cube showed them all the usual suspects:
 |
| View of Measures within Sitecore's DataMart |
Looking into the dimensions that could drive these calculations was even more telling--they would be able to look at these statistics for particular campaigns, for particular devices, for specific business accessing their content, in specific regions of the world and the country. The DataMart was in a standard format, so they immediately started playing with the the MS Excel Pivot tables that would drive the deep analysis of the digital business.
But for now, it was back to the Fitbit app. All of this great data needed to role up to events that would buzz wrists and lead to congratulatory beer raises or late night strategy tweaking sessions. As the team started diving deeper, they realized that Sitecore had the key ingredients here as well. Patterns would allow them to clearly define an audience segment they could cater to specifically. Goals would allow them to define discreet events when their audience was gaining value within their digital campaigns. Engagement Plans would allow the company to map the paths, and treat their customers to one-on-one digital experiences depending on the direction they took through that map.
With ideas a buzzin' (but wrists as of yet not), the team settled in on their first metric for Fitbit. Average Engagement Value Per Day. Simple. But really powerful underneath. Lots of work still to do to create an environment and a modeling of discreet Goals, audience Patterns and Engagement Plans that will drive this key metric for the business and gain consensus between the four founders that the digital strategy is on the right path. Are customers finding information in the right place at the right time? Are they talking about the company in a positive way on social channels? Are they taking advantage of promotions and bringing their friends into the community? Are they responding to mobile and email campaigns?
When customers are finding the value from the company's digital offering, a simple pulse hourly on the Fitbit will tell them they're on track. And when that thing nearly shakes off the wrist, time to celebrate!
(So my startup software company is fake. Yours, however is not ;)
