Article

3min read

AB Tasty User Club: Empowering Customers Through Better Feedback and Engagement

At AB Tasty, we have always put client feedback at the heart of our product roadmap. Listening to our clients’ needs and helping them achieve their goals is a top priority for us. We just don’t say it, we do it:

  • 🎁 55 new features brought to users in 2022
  • 📣 10 market releases per year
  • 🤝 1545 feedback requests processed

To go one step further, we have decided to launch our User Club! 🎉

The AB Tasty User Club is a new opportunity for you to share your feedback, experiences, and needs with us. Being part of the Club means you’ll have exclusive access to:

  • Our new features
  • A way to interact directly with our Product Managers and Designers
  • Our product related events 
  • A real community where you can share your usage and hear best practices from other users

A successful launchpad for our User Club

As a first step, we organized our first User Games of the year in January 2023 in Paris, France on the theme of data, monitoring and performance analysis in CRO activities.

This event was a great success for our Product teams and for the 5 customers who attended to discuss their data understanding and analysis needs. We welcomed participants from different industries, all interested in data analysis techniques and how to use them to improve products and services. We also invited experts in the field of data analysis to share their experience and knowledge.

AB Tasty User Club   User Club

 

Baptiste Deroche, Product Designer @AB Tasty:

“This event was the perfect opportunity to validate and challenge assumptions we have about the product. We learned a lot from our customers that day, and it’s a really good start to getting closer and closer to our end users.”

Stéphanie Duchemin, Product Design Team Leader @AB Tasty:
It was a pleasure to meet our users again in a real session and not remotely, and I think that the pleasure was shared. This reinforces my conviction that feedback is not the same in a face-to-face session as in a remote one. Through our discussions we learned and discovered some pain points that were not necessarily related to the initial topic and that will feed our roadmap for at least 6 months!”

Mariza Baxevani, Web Conversion Specialist @Prestashop:

“It was a collaborative and enriching moment where each participant presented their feedback, their experimentation process and their vision of the tool. It’s really reassuring to know that AB Tasty values its users’ feedback. I will gladly participate in this type of event again!”

 

The AB Tasty User Club was created to offer our customers a space to discuss and share their opinions and suggestions. We have received a lot of positive feedback from participants and this gives us even more motivation to create other similar projects and events where you will be at the forefront.

 

Stay tuned for the upcoming events or announcements! If you are not part of the Club yet, do not hesitate to talk about it with your dedicated Customer Success Manager!

Article

7min read

5 Ways to Detect Personalization Opportunities

You know it best: shaping the customer journey on your sites or apps from search to cart has become key for conversions. That’s why you’re using state-of-the-art tools to collect data, run campaigns as well as experiment and personalize experiences. But these are just tools that help you execute your plan. A big part of your job is to think about and play with ideas to tackle your business goals around loyalty, conversions, and turnover.
Did you know that you can rely on your stack for shaking your ideation process and detecting ROI-driven business opportunities?
If you’re using AB Tasty, enjoy now tailored sources of inspiration available for you, such as the Audience Recommendation, available for websites in English and French.

 

Dedicated to letting your good ideas take flight, Audience Recommendation will quickly identify segments of customers that are likely to be leveraged efficiently in your conversion strategy. Once connected to your site, it will suggest ideas of audiences based on your visitors’ interests that are likely to be converted into a thematic journey.
But that’s not the only way to quickly find opportunities and turn them into wins.
Read this article that suggests 5 ways to detect personalization journeys that will help marketers meet their business goals.

 

 

1. Engage your consumers based on the content they like

Let’s say you’re in charge of an e-commerce website: clothing, shoes or books. Think about the wide range of products or services that are available. Thousands of references. Do your buyers browse your entire catalog before adding items to the cart? We doubt it. We rather assume on the one hand you deal with bestsellers items, and on the other you have niche, premium or overstock that have trouble selling. How do you handle them today in your conversion strategy?
Our suggestion: Come play matchmaking with AB Tasty’s Content Interest. Identify key audiences that are sensitive to content found on your site – and combine topic-interested visitors with these items that make perfect sense for them. Our in-house AI suggests building segments based on browsing and transaction history thanks to Natural Language Processing. And that enables you to think about customer experience differently, aligning visitors’ interests and business needs in deeply personalized campaigns.

But even better: you will always be aware of current trends on your site – therefore able to adapt quickly to these always-changing consumers’ needs.

Let’s take a look at a typical online store such as a shopping website for shoes, on which our AI runs for content interest. You can see below an example of content segments and the volume of views and transactions it represents.
Wearers of black leather boots? Or rather low-top sneakers? Associated views and transactions help you make decisions about campaigns you could be inspired about. Of course, content-based messaging, with relevant offers such as targeted discounts, free shipping, or loyalty points, is very likely to be effective.

 

2. Build the journey based on visitor engagement

Looking to seduce newcomers to engage with you? Or to reward those who are loyal to your brand? But there are also those who come regularly and never shop. Do you already have a strategy in place for your different groups of visitors?
With AB Tasty you can target shoppers based upon the profile they have with your site. Here again, our AI comes into action. It will automatically allocate traffic into 4 logic groups of users: Disengaged, Wanderers, Valuable and Loyal consumers. That means you can have a dedicated strategy for each group and deploy it easily, combined with dedicated triggers to increase even more campaign success.
Like these newcomers, you don’t want to scare them right? Let them browse a bit or take action before displaying your campaign. Timing is key!
A good use case? Kiehl’s Australia decided to display a specific message for those visitors that are navigating and revisiting but not buying, these are wanderers. “Still deciding?” Discover our latest limited time offers”. Using stress marketing and acknowledging the uncertainty of these shoppers combined with deep targeting options resulted in an uplift of 2,26% in transactions for the brand.

 

 

3. Seize the low-hanging fruits

They started shopping with you but left – and are now back on your site! Within AB Tasty you can very easily build campaigns based on abandoned carts, that target – as the name already says – those who were just one step away from completing their purchase journey. You can decide to target them all, or you could do different scenarios depending on cart value or numbers of items in the shopping cart.
Our secret tip for these? Experiment! Find out whether shipping costs, promo code or components of your checkout page can be leveraged to optimize conversions and re-engage on cart abandonment. You can trust our experience there: there’s nothing like A/B testing to know best what ideas work and what ideas don’t work.
Then, only you can really define what elements contribute to retaining abandoners on your site.

4. Rely on your experimentation strategy

We just mentioned it. Seems obvious, especially if A/B testing is part of your strategy, but analyzing campaign results in depth allows you to detect…ideas.
When you test ideas, while this idea might not prove consequently winning regarding the output on the entire audience, it still might be a large win for certain audiences, e.g. for mobile users against desktop users. Or for returning visitors rather than new ones.
When reading A/B test reportings, don’t forget to filter and narrow down to detect these opportunities. Because statistics can prove that the magic you were trying to achieve for everyone is at least working for certain groups of people.

 

5. Use the force of your datalayer

Segment, Google Analytics 4, Tealium, Mixpanel, …. No matter what solution you use to analyze, understand and follow your customers, you might have identified already interesting audience segments from your first-party data. Why not use these to run your personalization strategy directly on AB Tasty? Once you have connected your preferred solution there, you can launch campaigns on these segments (or cohorts or traits) and couple them with further targeting and triggering options.
Example? Imagine a site offering holiday flats to rent. They know when their loyal customers usually book their holidays. That’s why they run campaigns targeting either those who enjoy Summer or on those – in the screenshot below – who like booking their vacations when Santa is around. In the same spirit, we could also couple that targeting with a weather trigger – snow or sea alternatives when it’s raining on the favorite destination.
We could even make it snow on the screen with AB Tasty’s no code snowflake widget, but that’s a question of idea.

 

Looking for further campaign inspiration? Check out the 50 tests you should know or see for yourself the AB Tasty app in action!

Article

8min read

5 Examples of Email Remarketing Campaigns to Get Inspiration From

Have you been dreaming of an email marketing campaign to generate more revenue? If so, you’ve come to the right place.

Whether you’re in B2B or B2C marketing, it’s no secret that email marketing is a super effective way to communicate with your customers on your terms.

In fact, according to EMarketer, 80% of retail professionals quote email marketing as their greatest driver of customer retention.

However, email marketing has evolved so much over the years.

In order to connect with your customers, increase sales, onboard customers, move buyers down the purchasing funnel, or achieve other goals,  you have to get personal.

Consumers want personalized content; therefore, they’re likely to react better to all personalized forms of communication – specifically, email remarketing campaigns.

In other words, email remarketing campaigns are a great resource for you to connect with your consumer and generate more revenue.

Email remarketing defined

Email remarketing consists of capturing and using information about your customers in order to achieve better marketing results through personalized email marketing campaigns.

When a visitor browses a website, marketers can access navigation information using a browser cookie. A browser cookie is a small file that tracks behavior and actions for each visit.

Similar to retargeted ads, email retargeting campaigns use behavioral and action-based information to help tailor personalized email campaigns. However, email retargeting can also be used to generate retargeted ads on social media and display networks.

Now let’s discuss why you should use email remarketing.

Why you should start email remarketing

Email remarketing campaigns allow marketers to produce highly targeted, highly converting campaigns.

Because they work on the same principles found in retargeted ads, email remarketing can achieve better marketing results compared to traditional digital advertising like Facebook Ads and Google AdWords campaigns.

Let’s see what email remarketing can do.

1. Re-engage your customers

Let’s take a look at a typical situation: Most visitors visit one or two product pages before leaving your website altogether.

So, how can you re-engage these visitors?

Email remarketing can use tracked information to display relevant ads in emails. You can re-engage visitors by showing them special offers related to the product they just saw.

If used wisely, email retargeting helps your company re-engage inactive customers and increase customer retention among active users.

2. Achieve better clickthrough rates

Email remarketing allows for personalized and relevant ads.

According to data collected by SuperOffice, emails that are segmented, or targeted to a specific group of people, perform almost 40% better than a general email.

Imagine what you could do with a 40% increase in your open rate.

3. Drive more sales

With increased clickthrough rates and more chances to convert, your retargeted customers are likely to bring in more revenue for your company.

In fact, Hal Open Science reports that email remarketing conversions can help you increase your overall conversions by 10%.

That’s because your campaigns target just the right person at the right time.

4. Reduce shopping cart abandonment

One could say that email remarketing was basically invented to reduce cart abandonment.

According to the Baymard Institute, nearly 70% of shoppers abandon their carts. Email remarketing is a huge opportunity to remind shoppers of what they’ve been browsing and to recover this “lost sale.”

At the same time as you remind your customers about their desired products, email remarketing produces a fear of missing out (FOMO) effect. Your customer will feel light pressure as this might just be their last chance to buy that product at a discounted price.

5 examples of email remarketing campaigns

1. FOODPANDA: FoodTech

FoodPanda knows that hunger cannot wait. In the image above you can see that they retarget with two magical words: “FREE+DELIVERY”

A simple free delivery offer could be all it takes to convince your customer to try a new restaurant that they’re already been looking at.

2. DUOLINGO: EducationalTech

Duolingo remarketing email

Duolingo, a language-learning app, applies a different approach in its remarketing campaign: emotion.

If you haven’t used the app recently, they let you know that you haven’t been seen in a while and that it’s time to get back on track with your learning.

They even take it to another level by mentioning that you’ve made Duo the owl, the face of their app, sad because of your absence.

This is a great way to apply human emotion to a remarketing campaign to re-engage users.

3. DEBENHAMS: Fashion

cart abandonment email example

In Debenhams’ email remarketing campaign, they point out items a customer was browsing but that they haven’t added to their cart.

This email also includes enticing CTAs for buyers: FREE next-day click & collect and fuss-free returns. What more could you ask for?

Interestingly enough, this email doesn’t mention the customer’s name, but it still feels personal as it is targeted directly at customers viewing the product.

4. NIKE: Sportswear

In a similar fashion, Nike triggers a retargeted email after you’ve left some items in your cart.

While they don’t display your abandoned items, they insist on having you talk with a sales representative over the phone or through their online chat.

Finally, they also heavily highlight their “FREE SHIPPING – FREE RETURNS” policy in order to convince undecided customers.

This is especially important to highlight considering that shipping cost is one of the main reasons for cart abandonment.

5. FRESHBOOOKS: Saas

freshbooks email remarketing example

Want to retarget your own customers to upgrade to a new plan? Take a look at FreshBooks’ email campaign as an example.

With 19 days left in a free trial, they offer 60% off any plan for your upgrade. This not only entices the user with a discount but also reminds them that this offer is time sensitive according to how much of their free trial they have used.

Email retargeting best practices

Now that you have a few examples to start your retargeting campaigns, here are some best practices to keep in mind while you set them up.

  • Timing is everything: The sooner you can start your campaigns, the better. If you contact website visitors shortly after they’ve clicked off your page, they’ll be more likely to return and reconsider your products/services.
  • Keep it relevant: To be sure you’re targeting the right users, email segmentation is the best way to go. Segmentation is the process of separating the subscribers in your email list into smaller groups. This will help you be sure that you’re sending the right emails to the right people.
  • A/B test your campaigns: An A/B test will compare two versions of your email to test which one produces the best results. After a few tests, your team should start to identify trends and common patterns that lead to higher open and click-through rates.

Whether you’re looking to personalize your email content to capture customer attention or A/B test your subject lines to determine the best-performing phrase, choosing the right software will help you transform your ideas into reality.

AB Tasty is the complete experience optimization platform to help you create a richer digital experience for your customers — fast. From email remarketing to A/B testing your subject lines, this solution can help you achieve personalization with ease.

Connect with your website visitors

Whether an email remarketing campaign will be a new tactic for your team or you’re looking for some best practices to employ, these campaign examples will change the way you communicate with your consumers.

Relevant and personalized content sent at just the right time is key to generating more revenue with your email campaigns.

Article

11min read

What Makes a Great Product Lifecycle Manager

We usually only see a product or service when it’s ready for consumption. 

But to get it to the shelf—both physically and virtually speaking—an all-encompassing process must take place. Even once a product or service is fit for consumption, there are a number of key considerations to make to ensure its success and market stability.

Effective product lifecycle management (PLM) is integral in almost every sector imaginable. It’s the product lifecycle manager’s job to spearhead the entire process, from development to decline.

The purpose of this article is to discuss the importance of PLM as well as to look at the core duties of a product lifecycle manager and what skills make a great product lifecycle manager in the modern software development world.

What is product lifecycle management?

We will first start by defining what product lifecycle management is to have a better understanding of the role behind it.

Product lifecycle management or PLM refers to all the processes, methods and technologies that are used to manage a product as it moves through the typical stages of its lifecycle from development through its introduction and growth to its decline and retirement.

The image below helps to envision the different processes that occur at each stage of the product’s lifecycle.

The product lifecycle refers to the progression of a product through its typical 4 stages (introduction, growth, maturity and decline) as well as more complex processes that occur within these stages such as inception, design, engineering, manufacturing, sales and marketing and distribution.

PLM is what helps to manage that lifecycle by aligning people, data, processes and technology to seamlessly bring the product to market.

Having a thorough understanding of the different stages of the product lifecycle is vital when it comes to developing new products as it helps answer questions such as whether it’s worth building the product and whether it would survive in the market before investing valuable resources. Afterwards, the next stage of product planning and preparing forecasts can begin.

Therefore, PLM essentially provides a framework that organizations use to manage their products through the different stages of its lifecycle.

It encompasses all aspects of a product including planning, managing, designing, and marketing through the use of dedicated software products and solutions that provide a single source of truth and visibility for all relevant stakeholders to monitor and track any changes to a product.

Why is product lifecycle management (PLM) important?

We can look at product lifecycle management as the glue that holds the entire process together, from ideation and development to production, promotion, and beyond. Without an effective PLM process, it’s unlikely that any production or service would ever see the light of day.

Above all, PLM is used as a means to develop a strategy to make better and more informed decisions to optimize every stage of the product lifecycle by aligning processes, data and technology to help businesses maximize profits. 

Because many departments are involved in product development, using a dedicated PLM software offers an all-around view of a product across various cross-functional teams to help them keep track of all products and their processes by allowing information to flow seamlessly between different teams. 

The purpose of such software is to shorten product development time while enhancing communication among teams through high-level visibility. An efficient PLM system will compile all your product data into a single database- a single source of truth- and manage this information flow which all relevant teams can access throughout the entire lifecycle.

In that sense, an efficient PLM system has a number of benefits including: 

  • Higher quality products
  • Enhanced information transparency
  • Optimization of processes and workflows
  • Improved product reliability
  • Improved decision-making and forecasting
  • Increased productivity
  • Increased innovation
  • Reduced time to market 
  • Reduced costs
  • Reduced waste
  • Identification of new development and market opportunities

Thus, PLM serves as a backbone of any project to help teams cope with the increasing complexity and challenges of developing new products and quickly meet consumer demands through streamlined processes. 

What does the role of a product lifecycle manager entail?

As we’ve seen, when it comes to realizing a product, service, or innovation, there are several processes and entities involved. It’s the responsibility of the product lifecycle manager to bring all of these elements together and ensure that every stage of the journey is optimized for success.

The role of the product lifecycle manager is as varied as it is vital, and there are a wealth of responsibilities involved which largely depends on the lifecycle stage their product is in. This means that the skills needed and decisions made will differ from one stage to the next and so the product lifecycle manager will need to smoothly transition as the product evolves and shifts to the next stage.

Thus, the product lifecycle manager is the one who is primarily responsible for managing a product as it goes through the different stages of its lifecycle. This means that they also oversee the work of the entire project team to ensure they successfully and effectively complete each phase of the lifecycle.

What is expected from a modern product lifecycle manager?

The functions of a product lifecycle manager differ from day to day according to business and product needs. However, the core functions of a project lifecycle manager include the following:

  • Introduction: Adopting the role of market or subject expert to get the product or innovation fit for the market. At this stage of the journey, extensive market research is required to identify gaps in the market and consumer needs as well as competitor analysis. The product lifecycle manager also needs to ensure that every department is working together cohesively for development, production, and launch.
  • Growth: Once the product is fit for public consumption, the product lifecycle manager will then establish a plan to promote healthy market expansion and scalability, supporting the necessary departments or entities in optimizing sustainable growth.
  • Maturity: At the point where the product in question is scaling and gaining momentum, the product lifecycle manager must work with internal and external stakeholders to sustain a market share and evolve the product’s commercial journey, thus securing a sustainable return on investment (ROI).
  • Decline: When a product or innovation reaches its decline, a great product lifecycle manager will assume the role of a solution seeker. At this stage, it’s the lifecycle manager’s job to formulate the best strategic outcome for the product—whether it’s a case of resurrection and redevelopment or phasing out.

Product lifecycle manager: Key attributes for success

Being a product lifecycle manager is challenging to say the least, but if you have the skills and talent to be great, it is a career path that will offer endless rewards.

Do you want to know what it takes to be a great product lifecycle manager? Here are the key attributes required for PLM success: 

Qualifications and credentials

While there is no clear cut path to becoming a great product lifecycle manager, you will need relevant experience and qualifications related to product management and development to perform every facet of the job effectively.

It’s also imperative that you are digitally savvy. As such, to be a great product lifecycle manager you should be certified or well-versed in the technology, tools, and platforms that are standard within the sector. 

If you work in a specific product niche, conduct extensive research and gain every relevant credential possible. Not only will this make you more credible, but it will also provide you with a level of working knowledge that will give you an all-important edge on the competition—the kind of edge that will empower you to streamline and optimize every initiative you undertake.

Continual adaptability

In the age of information, technology evolves at a rapid rate. That said, every great product lifecycle manager should be completely adaptable to change—evolving with ever-changing methods, innovations, and concepts on a continual basis.

As a product lifecycle manager, it’s vital that you invest ample time in developing your skills and keeping your finger on the pulse. A lifecycle manager must be robust and innovative, and to be an ongoing success must adopt a mindset of lifelong learning.

If you read regular industry publications, attend expos and webinars, and enroll in courses that will help you refine your existing skills (or learn new competencies), you will propel yourself from good to great.

Analytical skills

We live in an age rife with digital data.

That said, to be an exceptional product lifecycle manager, it’s important to possess a sharp eye and analytical skills to match.

At every stage of the production journey, data will empower you to spot emerging trends, identify weaknesses, and make informed decisions that will accelerate the success of the process. Moreover, by harnessing data analytics to its fullest potential, you will be able to work with key performance indicators (KPIs) to set success benchmarks and foster smooth collaboration between departments. 

As a guide, here are the three key metrics you should know in great detail (these are particularly pivotal during the early launch and development stages):

  • Traffic to product pages: An indicator of engagement and product interest
  • Conversion rate: The percentage of users or consumers that take the desired action
  • Adoption rate: The rate at which a product is acquired and used in certain marketplaces

By developing a deep understanding of essential PLM metrics and learning how to extract every last drop of value from the data while working with dynamic business intelligence (BI) tools, you will gain a level of insight that will make you an incredible product lifecycle manager.

A way with words

When it comes to product lifecycle management, this is an attribute that people often overlook. But to become great, having a confident, articulate way with words is essential.

Almost every day in the working life of a product lifecycle manager is crammed with conversations, both in person and via project management platforms, remote conferences, and email exchanges.

As a product manager, it’s your duty to share and deliver a wealth of product-related information to a variety of stakeholders, both internally and externally. That said, you need rock-solid interpersonal skills, excellent public speaking abilities, and writing attributes that will allow you to adjust your tone or language depending on your point of contact.

Every great product lifecycle manager has an extensive way with words—in every situation and across all platforms. Work on these skills and you will accelerate your success in the fast-paced world of PLM. 

Sales skills

As a product lifecycle manager, you will need to be able to sell a vision to potential partners throughout every project.

Naturally, having a way with words will help you sell your vision to potential engineers, manufacturers, marketers, stockists—the list goes on. But in the digital age, having digital selling skills is also imperative. These competencies include the following:

  • Targeted content creation to engage specific users and generate leads
  • Building trust through social media engagement
  •  The ability to optimize conversions through innovative promotional campaigns
  • Superior digital research skills to understand your target sector on a deeper, more meaningful level

To generate and nurture leads across a host of touchpoints—from social media and email to mobile applications and beyond—you will need to have an astute ability to be persuasive and build relationships both in person and in a virtual sense. Acquiring this attribute will boost your career prospects, exponentially.

Accountability and the ability to lead

As a product lifecycle manager, the ability to take accountability and lead a project with respectful authority is perhaps the most important soft skill you can possess.

Not only will you have to take the helm concerning strategic decisions at every stage of the journey, but you will also need to guide each entity within any given project towards one common goal. 

If a roadblock presents itself or an issue occurs, you must be accountable and take ownership. And, if you believe that individuals require additional support or guidance, it will be up to you to listen and offer mentorship—well, you will if you’re a great product lifecycle manager.

Moreover, at the growth and maturity phases of the lifecycle, you will need to display powerful leadership skills to spearhead new commercial relationships and reach bold new marketplaces.

Product lifecycle management: Unlock better & higher value products

Bringing an idea to life is no easy feat, and that’s an understatement. But with the passion, drive, and commitment to acquiring the right attributes, it is more than possible.

Expectations and demands for better products continue to grow and as organizations work fast to keep up, their product portfolio also grows and becomes more complex. 

The product manager’s work is never truly done but having the right PLM system in place will help them meet these demands by ensuring that the entire organization is focused on producing high quality products that ensure customer satisfaction.  

The whole process of PLM should primarily revolve around providing better value for your customers to truly have a successful product in your hands. 

To deliver better value, it’s also important to collect feedback at each stage of the product management lifecycle as it helps teams to continuously validate and optimize their products and to reveal hidden possibilities and ideas for a product.

Article

5min read

1000 Experiments Club: A Conversation With Carlos Gonzalez de Villaumbrosia of Product School

Carlos Gonzalez de Villaumbrosia is equipping the next generation of product leaders with data-driven strategies powered by experimentation.

Experimentation has paved the way for Carlos Gonzalez de Villaumbrosia, founder and CEO of Product School. Faced with a long career in coding after completing his degree in computer science, Carlos opted instead to continue his education at business school in Silicon Valley only to discover it lacked the hands-on practicality that he so enjoyed.

With his engineering and business school experiences, Carlos saw an opportunity to fill the skills gap between the two and launched Product School in 2014. Today, Product school is a leader in product management training with a community of over one million product professionals and a network of instructors from top global organizations such as Google, Meta, Netflix, Paypal, Uber and Amazon.

AB Tasty’s VP Marketing Marylin Montoya spoke with Carlos about the purpose, accessibility and implementation of experimentation as well as the growing need for product managers (PM) within organizations and how to succeed in this role. 

Here are some of the key takeaways from their conversation.

 

Normalize experimentation within company culture

When we break experimentation down to its most basic level, we see that its purpose is to understand each user and provide a personalized experience that caters to their needs. There are no limits to this quest. Once you start experimenting, you can continue to refine the process, learn about different users and leverage the data to improve their experience. 

This mindset should apply to the entire company culture, with both a top-down and bottom-up approach. Experimentation is not only reserved for engineers, designers and product managers. High-level executives should also be experimenting with business models, new offerings and new markets.

Being a data-driven company which supports experimentation at all levels is important because most experiments will fail. While that might sound intimidating, it’s actually necessary to embrace failure during the experimentation process in order to gather valuable feedback and improve. 

Carlos suggests running multiple experiments simultaneously over a short period of time, as it allows you sift through the results and double down on the ideas that are working.

Having the support of the organization’s leadership team offers the psychological safety necessary for employees to really experiment. This sense of freedom is what enables the best ideas to surface and leads to better products and overall business results. 

 

The democratization of experimentation

The scope for digital experimentation has expanded. Once reserved for engineers, experimentation is now accessible to product, marketing and content teams with the help of simplified tools. 

With the rise of product tech came an increased need for product management and a greater demand for low-tech tools to facilitate independent experimentation. This advancement in technology means that various teams within an organization can run small sets of experiments without involving engineers and data teams. 

While some scenarios may require a deep dive with the help of engineers, others may just call for minor tweaks and these low-code or no-code tools allow non-technical teams to advance autonomously. When teams are empowered in this way, they are able to ship a better product, faster. 

These tools are also bridging the gap between large and small companies. It’s no longer necessary to employ an entire team of data scientists or engineers to run experiments. Technology enables creators to be self-sufficient and make changes of varying complexities from color and copy to page formatting in order to offer a personalized experience to the user, gauge their response and continue to adapt accordingly. 

 

The key to success as a product manager

Product management is a multi-faceted leadership role, whose key responsibility is to hone in on the best ideas to improve a given product. Rather than conjuring the idea yourself, this involves gathering data and facilitating conversations within your team to bring these ideas to the surface. 

With an increased demand for data products, there have never been more product management roles to be filled. Product managers find themselves positioned at the intersection of business, design, engineering, customer success, data and sales. If you’re looking to succeed in this role you need to be competent across the board. 

Experimentation is a key skill to master as a product manager, alongside road mapping, data, analytics and prototyping. With a cohesive plan, the engineering and design teams can advance while you prepare the next iteration. 

When considering which company to join as a product manager, there are a few factors to consider. What is the structure of the product team? What are their biggest experimentation failures or successes? What is the CEO’s attitude and background? How are business decisions made? Is the company data-driven? 

Asking these questions will help you gather an understanding of the company culture, find out whether experimentation is supported by the top levels of management and identify how you can make an impact within the organization.

What else can you learn from our conversation with Carlos Gonzalez de Villaumbrosia?

  • Build vs. buy: how to allocate your resources for internal collaboration tools.
  • How Product School teaches experimentation. 
  • How the integration of specialist tools in the tech ecosystem improves user experience
  • The future of product management: the next generation of PMs.

 

About Carlos Gonzalez de Villaumbrosia

Carlos Gonzalez de Villaumbrosia has been building global companies and digital products for the past 12 years. Following his higher education in Global Business Management and Marketing, Computer Science and Industrial Engineering, he founded Floqq, which was the largest online education marketplace in Latin America. In 2014, he founded Product School, the global leader in Product Management training.

About 1,000 Experiments Club

The 1,000 Experiments Club is an AB Tasty-produced podcast hosted by Marylin Montoya, VP of Marketing at AB Tasty. Join Marylin and the Marketing team as they sit down with the most knowledgeable experts in the world of experimentation to uncover their insights on what it takes to build and run successful experimentation programs.

 

Article

9min read

How to Calculate, Track, and Analyze Conversion Rates

What’s one of the most important metrics to keep track of when building your business online and watching it grow? Conversions.

In an increasingly competitive digital world, it’s tough to know what works and what doesn’t when it comes to conversions.

As each e-commerce site is unique, there’s no “one size fits all” for setting and achieving your goals. So, whether you’re just starting out, scaling up, or expanding quickly, there is a lot to understand when it comes to prioritizing, tracking and tackling your conversations in order to optimize your website and know your customers better.

In this article, we’ll look into how to calculate conversion rates and discuss some helpful tracking methods and benchmarks for conversion rates. We will then provide some tips on how to increase your conversions.

How to calculate conversion rates

Before discussing the formula, let’s define what we mean when we say conversion.

This is a broad term that could refer to anything from newsletter signups, buying a product or service, downloading an e-book, completing a form and so on.

Basically, a conversion occurs when a website visitor completes a desired action.

What does this mean?  To calculate a website’s conversion rate, you need to know exactly what you’re trying to measure. It’s a matter of having clearly established business goals and being able to translate those into quantifiable website metrics.

To determine a conversion rate for your website, divide the number of goals achieved in a given time frame by the total number of visitors to your website, then multiply that number by 100.

Conversion rate = (Conversions or goals achieved / Total visitors) * 100

So if your landing page had 16,982 visitors and of those, 3,604 took the desired action, then your conversion rate is 21.22%.

Once you understand how to calculate the website conversion rate, you should think about how you can track the conversions that you receive.

How to track conversions

You can set up a system for tracking conversion rates with the help of one or a combination of the following tools:

Google Analytics and AdWords

These two tools collect large amounts of raw data. With so much data available, it’s important to set filters so you can focus on specific data sets to avoid missing key insights related to your goals.

Heatmaps

These maps capture users’ eye movements and clicks on your website. With this information, you can identify top-performing or weaker elements on pages to help steer your optimization strategy.

heatmap visual on a website
Heatmaps highlight user engagement and interest on web pages

Session recording and replay tools

Replaying user sessions shed light on how visitors navigate and interact with your website on their digital customer journey. Seeing the user experience in action can help to identify bugs that were missed or understand bounce rate fluctuations at specific sections in the funnel.

Customer satisfaction surveys or Net Promoter Scores

Both customer satisfaction surveys and NPS measure how happy your customers are with your business and in what areas you can improve. Focusing on the customer experience is essential for retention and driving more conversions.

For example, OUI.sncf, France’s national railway company, focused on their user behavior and noticed a low click-through rate on their ticket information page. To fix this problem and increase their client satisfaction and optimize the user experience, they used Flagship (AB Tasty’s server-side platform) to run an A/B test that quickly led to a 61% increase in their conversion rate.

What’s considered a good conversion rate?

Is there a benchmark for conversion rates? The best answer to this popular question is that a “good” conversion rate varies considerably from industry to industry.

As you can see in the image below, Unbounce analyzed over 44,000 landing pages across popular industries and found that each industry has a different average, with the catering and restaurant industry having the highest one.

Conversion rates by industry 

While these stats can be helpful in establishing a baseline, they shouldn’t be treated as the only element of importance for your business.

Even comparing conversion rates within the same industry is not a fair measurement. Different sites are working with different traffic sources, visitor volume, brand perceptions, UX design and CTAs. It’s easy to get carried away with vanity metrics, but the quality of traffic to your website really makes all the difference in your conversion rates.

So, what’s the way forward?

Don’t follow accepted figures blindly. Stay in the know, but remember the only thing you have to do is outperform the conversion rates you achieved last month. That’s how you become better.

How can you increase conversion rates?

There are multiple tactics to boost conversion rates on your landing pages and website. Let’s look at a few popular and effective methods:

A/B testing

A/B testing compares two different versions of a web page or an app to see which performs better. From a conversion point of view, it gives you room to be creative and explore new and better ways to capture leads.

To get started with A/B testing, try focusing on the main elements of the page, such as:

  • Headlines and copy – A headline should be convincing and directly linked to the main offer on the page. Experiment with long and short headlines, with or without subtitles. Keep the copy simple and scannable.
  • Value proposition – Refine and articulate your offer so it resonates with prospects. As an example, WiderFunnel helped the Sims 3 team boost their game registration and achieve a conversion rate of 128% by improving their value proposition.
  • Visual media – Humans are very visual. Adding images and videos can help you find out what’s a hit among your customers.
  • Call to ActionTest the color, copy and CTA placement to see which version drives the most conversions.
  • Page layout – Every page must be well-designed, aesthetically appealing and functional. Work on visual hierarchy and make use of white space and colors. These take away the cognitive load for the visitor.

Want to get started on A/B testing for your website? AB Tasty is a best-in-class A/B testing tool that allows you to quickly set up tests with low code implementation of front-end or UX changes on your web pages, gather insights via an ROI dashboard and determine which route will increase your revenue.

Build trust

This idea might seem a bit basic, but it’s one of the most important things you can achieve with your customers. One of the first steps to gaining trust with your visitors is by showcasing your site’s security.

If you are on a website where you don’t feel secure entering your payment information, are you going to complete your transaction?

Chances are, you said no. If your site doesn’t appear to be trustworthy, it will cost you. Consider incorporating the following into your site:

  • Add security seals on checkout pages to assure customers’ confidential data and information is in safe hands.
  • Don’t ask for too much information on form fields. Ask only what’s required.
  • Be accessible. Respond to incoming queries (the sooner the better).

After displaying that your website is trustworthy and secure, it’s time to focus on your products/services and customer satisfaction. A few ways to do this include:

  • Add customer reviews. Studies show that nearly 95% of customers go through reviews before making a purchase. As you can see, displaying reviews makes a huge difference in gaining your visitors’  trust rather than only displaying a product description written by the manufacturer.
  • Publish client stories and case studies. Businesses want to see your past successes before they invest in your product or service.

Personalize

Customers are more motivated to complete a transaction while shopping online if you offer a personalized experience. According to a study done by Forbes, 66% of consumers share that coming across communication or other content that isn’t personalized deters them from purchasing.

In other words, to increase conversions, you need to deliver contextually relevant offers.

Personalize customer experiences through behavioral targeting (segmenting audiences based on their online behavior). To establish behavior personas, you should collect the following metrics:

  • Browsing history
  • Type of device used
  • Session behavior (page views, on-site searches, etc.)
  • Geographic location
  • Purchase history

You can then use this data to:

  • Cross-sell and upsell products. An easy way to cross-sell is by showing customers items that are frequently purchased together. Segment’s research found that 49% of consumers have purchased a product they didn’t initially set out to buy after receiving a personalized recommendation.
  • Use dynamic content. This is called adaptive content marketing. Based on your customers’ history/location, you can show content that might interest them. (For instance, fashion retailers can showcase outfits that match the weather at a user’s location.)
  • Reengage to reduce cart abandonment. Incentivize shoppers on your checkout pages with pop-ups, reminders and so on. Create a sense of urgency by adding social proof to your checkout pages because the fear of missing out is real.

Live chats

We’re constantly talking with our family and friends via messaging apps. Why not do the same for the brands we interact with?

A live chat tool can provide personalized and timely customer service. It can also boost conversions by moving potential clients into the fast lane. According to Intercom, website visitors are 82% more likely to become customers if they’ve chatted with you first.

Moreover, another survey found that 63% of customers are likely to return to a website that has a live chat option, increasing customer loyalty and revenue.

However, simply having a live chat tool isn’t enough. Here are a few best practices to follow:

  • Place the tool on high-intent pages. This way, customers are likely to ask for a real-time response. For e-commerce brands, this would be on the checkout page where customers may have last-minute questions on delivery, returns, etc. For B2B companies, placing the tool on pricing pages are most likely the best option.
  • Use real names and faces. This gives your chatbox a human touch and makes virtual conversations more personal.
  • Respond quickly. The main reason people click the live chat option is that they expect immediate answers. If someone contacts you outside of office hours, use a bot to show the average time you’ll take to respond or ask for their contact information so you can follow up at a later time.

Reaching your website conversion rates

Reaching your conversion rate goals starts with having clarity on your business goals. The precision of your goals will determine what metrics you track and what optimization strategies you employ.

Remember, while it’s important to stay updated on your industry’s conversion rate benchmark, don’t fall into the trap of implementing blanket advice from experts.

Above all, use various tools and data points to understand your customers’ motivations and always put their needs first. Listening to your customers is the best way to drive conversions.

Article

6min read

2022 Product Review: Your Year With AB Tasty

This was another exciting year for AB Tasty users! Our team worked hard to implement 50+ features and 100+ improvements. Thank you, as 25% of these were suggested by you! As a result, you unleashed your creativity easier than ever before. During the 2022 Black Friday period, 71% of our customers had at least one live campaign. Pop-ins and banners were your favorites among the thousands of live personalizations and experiments using widgets.

And we can’t wait to see how creative you’re going to be in your next campaigns using Custom Widgets, the first 2022 feature we’re going to dive into!

Engagement

Custom Widgets & the Widget Library

That’s the innovation of the year! Now you can create and customize your own widgets to scale your best ideas! Inject your code to create your own ready-to-use widgets and use them in any campaign you want. Or browse through the new Widget Library to find the perfect widget for your customer scenario. We also brought lots of improvements to the ready-to-use widget configuration, such as the way they appear and disappear or the way to trigger them. You can always customize these and turn them into your own Custom Widget!

 

New audience segments

The segment builder was enriched with ROI-driven audiences this year. Remember the AI-powered Content Interest that enables the identification of consumers who share an interest in your products or services? You can now see the most relevant topics – including view and transaction rates – linked to each keyword directly in the builder.

Also, easily target low-hanging fruit using the Abandoned Cart segment and choose to address only those with a certain amount or number of items in the cart.

 

Ecosystem fit

This year we developed a new set of full-circle data flow integrations with the best-of-breed solutions we encounter in our customers’ tech stack. Now, you can analyze the entire customer journey in your favorite solution: Google Analytics 4, Segment, Mixpanel, and more. Expose your audiences (or cohorts, traits, segments) to campaigns and send results back into your tools. Stay tuned – more integrations coming your way in 2023. 

 

Campaign insights

In 2022, the reporting page was enriched with all kinds of filters: device, date, geography, transaction, loyalty, attributes, action from visitors…the list goes on! Use them to analyze audience behavior on specific dates or compare results between two segments. For example, you might want to check if your experiment has a different impact on mobile versus desktop users.

 

Performance

Speed matters! In parallel to continuous improvements on our tag, you can now find out whether and why your campaigns might affect your website’s load time on the new campaign performance center page. All details about performance are visible here and you can navigate directly to where in AB Tasty you need to go to solve the issue.

 

Privacy & compliance

What happens with your campaign when a visitor declines cookies? Ally, our virtual assistant has your back! She will guide you through campaign behavior settings and explain all the details about the choices you have to make to meet requirements around consent and privacy.

 

Make your life easier

We got used to it so quickly that we almost forgot it’s recent: the new intuitive interface is really easy to use, with the main menu on the left and the drop-down settings on the top right. Continuous dashboard evolutions now let you see what’s essential for you: you can personalize your view and see campaign readiness status right away.

 

 

1:1 Personalization and intelligent search

Last but definitely not least, in 2022 we acquired Epoq, adding to our portfolio to better serve brands on their mission to build 1:1 customer journeys from search to cart. Our solution set now includes:

  • Intelligent search: a fast, powerful search engine that gets customers straight to the product they want to buy.
  • Intelligent recommendations: an AI-powered recommendation engine that surfaces new revenue opportunities.

Check out this webinar to get more details about recommendations and site-search for your business!

More exciting features are currently a work in progress for 2023! Do you have suggestions for our roadmap? Connect to your AB Tasty account and send or vote for upcoming features using the “submit feedback” link. We can’t wait to see what YOU will build in 2023!

 

 

 

Article

12min read

Code Freezes: Are They Still Relevant in Agile Practices?

During peak traffic season, the topic of code freezes often comes up as a way to deal with the influx of exceptionally high traffic during that time.

Code freezes may seem like an outdated concept nowadays, a leftover from the days when rigid Waterfall methodologies offered the only option for product development and release.

The whole concept of stopping production and delaying release—just to test for bugs and other functional issues—has no place in Agile and DevOps practices where code is tested and verified at each stage of the development process.  

At least that seems to be the general consensus for many tech teams.

But does it hold up? Once you scratch the surface of the most common arguments against incorporating code freezes into Agile product management, will they still seem archaic?

In this article, we’ll explore the three main arguments against incorporating code freezes into your Agile product management, and we’ll break down where those arguments fall apart, all to help you make a better decision about whether or not you should incorporate code freezes into your organization’s workflows.

What’s a code freeze?

We will first start with what a code freeze actually is to understand whether it still has a place in modern software development.

A code freeze is a traditional practice among developers to stop making changes or pushing new code to ensure site or app stability during a certain period of time. A code freeze is usually implemented during periods when higher traffic than normal is expected, particularly for e-commerce websites during the holiday season. 

What does this mean? During busy periods in the e-commerce industry, you are temporarily refraining from making any changes to the website. Any changes to impact the user experience during peak traffic time can ultimately result in a loss of conversions and profit.

In other words, a code freeze is done as a way to safeguard against any potential mishaps because of the extra load on a website

Let’s look at a practical example: developers decide to introduce a new code change during Black Friday when there is a high volume of traffic with shoppers looking to get the best deals. However, it turns out that there’s a bug they hadn’t anticipated. With the website facing downtime as developers quickly attempt to fix the issue, this may result in loss of potential revenue as customers are unable to complete their purchases.

To avoid this worst case scenario, developers instead impose a code freeze time, a time where no more code changes are made. This is done to ensure a website is up and running without any issues until this high traffic period ends.

What does an Agile methodology entail?

We will discuss the idea behind the Agile concept to better determine whether it aligns with code freezes before we explore the most common arguments against them.

The Agile methodology seeks to break up projects into regularly iterated cycles known as sprints and is largely driven by consumer feedback. This helps teams deliver more value to consumers quickly.

In other words, this methodology encourages continuous iteration and improvement of products and testing throughout the software development life cycle.

By breaking down development into sprints, cycle time is reduced, increasing speed-to-market and allowing teams to respond to market demands faster.

With this in mind, a code freeze may potentially reduce the ability for teams to quickly deliver value as they impose a freeze period.

Next, we’ll look at some of the common arguments against code freezes in the context of an Agile methodology.

Argument 1: Code Freezes are Irrelevant and Unnecessary

This argument is pretty simple and concrete— modern Agile methodologies and tools have eliminated the need for a dedicated QA and testing window.

Agile methodologies such as peer code reviews, pair programming, and the constant monitoring of system health give you much greater visibility into an application or feature’s performance while it’s being developed. Bugs and issues are easier, and more likely, to be caught during development itself, and resolved prior to any dedicated testing and QA activities.

The more refined your approach to Agile, the more you will try to shrink this window of time. The most refined current approaches to Agile are Continuous Integration and Continuous Deployment (CI/CD),

These processes aim to break development into small, incremental changes in order to “release” changes to the code as quickly as possible. In the purest application of CI/CD, development and release barely exist as distinct phases— new code is integrated into the application almost as soon as it’s completed.

New tools have also automated many tests. They constantly evaluate code to make sure it’s clean and ready for production at all times. Issues are identified in real-time, and alerts are immediately sent out to resolve them, reducing the volume of manual tests that need to be performed.

The result of these new Agile methodologies and tools is easy to see. Most of the core testing and QA activities performed during a code freeze are either being performed during development, or performed by software.

In Agile, software and features now exit development at a much higher level of confidence than they used to, making a dedicated code freeze harder and harder to justify.

Argument 2: Code Freezes Break a Core Agile Principle

This second argument is a little higher-level. Basically, it argues that code freezes don’t have a home in Agile methodology because they break one of this methodology’s core principles— reducing the time between development and release.

By contrast, you need to maintain distinct development and release phases if you’re going to deploy code freezes. After all, that’s where the code freeze lives— in between those two distinct phases.

Instead of trying to minimize or eliminate that window of time between development and release like most of Agile methodology, code freezes force you to formalize this window to the point that you need to build your development and release schedules around it.

If code freezes don’t align with core Agile principles, then it’s hard to make the case that they still belong in the methodology.

Argument 3: Code Freezes Lead to Slower, Lower-Quality Releases

This final argument is a big one, and it includes a few different angles.

Firstly, it argues that code freezes add a lot of complexity and additional moving parts to your roadmap, and naturally increase the chances that something will go wrong and throw off your timeline.

Even if nothing goes wrong, the work involved in code freezes is time-consuming and unpredictable (as you don’t know what bugs you will find or how long it will take to fix them), that by simply adding code freezes to your roadmap you will create slower development and release cycles.

It’s worth pointing out that, on the one hand, when you’re in a code freeze, developers will continue to develop code but without integrating or testing it while they wait for the freeze to be over. This will result in a build-up of code leading to greater risks and instabilities which could significantly slow down the momentum of your CI/CD processes. 

On the other hand, developers may want to get new code changes out before the code freeze period begins. This could lead to incomplete or poorly written code which may not undergo the usual thorough testing for the sake of saving time as they rush to get projects done before the code freeze. The end-result is lower-quality, less comprehensive software and applications.

Furthermore, code freezes may reduce your development team’s productivity. While Agile in general, and CI/CD specifically, keep your developers constantly working in an unbroken chain of productivity, code freezes force your developers to stop work at pre-defined intervals.

In other words, they could break your CI/CD pipeline.

By doing this, you will break your team’s rhythm and force them to try to work around your code freeze policies, instead of finding and maintaining whatever flow makes them most productive.

Making the Case for Code Freezes: A Losing Battle?

At this point, it’s looking pretty bleak for anyone who still wants to include code freezes in Agile methodology. There are some very compelling arguments and an overall solid case that, since the development of modern Agile methodology, code freezes have become:

  1. Obsolete and irrelevant
  2. Misaligned with modern development practices
  3. A barrier to rapid, high-quality releases

But while these arguments are compelling, and contain a lot of accurate information, they are not bulletproof. And there are fundamental flaws within each that need to be discussed before closing the book on code freezes as a useful element of Agile product management.

The Problem With Argument 1: Automated Testing Is Not Comprehensive

Automated QA and Agile development practices have increased the quality of code as it’s produced, that’s a fact. However, just because a piece of code has passed unit testing, that doesn’t mean it’s actually production-ready.

Even the most refined CI/CD approaches don’t always include critical steps—like regression testing—that ensure a piece of code is defect-free. When it comes down to it there are just some things you can’t test and resolve while a piece of code is in production.

If you choose to utilize code freezes, you aren’t going to give up the benefits of automated QA and Agile best practices.

You and your team will simply catch your code’s smaller, more trivial problems during production, clearing the decks to focus on catching larger, higher-impact issues during your freeze, such as the overall stability and reliability of your new software or feature.

The Problem With Argument 2: “Reduce”, Not “Eliminate”

While Agile is designed to reduce the time between development and release, there’s a big difference between trying to reduce this window, and trying to completely eliminate it. Doing so would be next-to-impossible, especially for larger projects.

The code freeze may be very short in CI/CD— or may only apply to a specific branch while development continues on other branches—but it still exists.

No matter how refined Agile became, there is almost always going to be a point in all development and release roadmaps where a new piece of software or feature will be evaluated in a fixed state before it goes out to real-world users.

The Problem With Argument 3: Rethinking Speed and Quality

If you utilize code freezes, you will add a new step to your development and release cycle and any time you add a new step to any process, you slow down that process and you create a new potential failure point. Code freezes are no exception.

But it’s important to take a step back, and to take a broader view of this slowdown and lost productivity.

If your feature has bugs, you will need to fix them, regardless of whether you caught those bugs during a code freeze, or whether they made themselves known after release. From a pure development perspective, the amount of time needed to fix them will be about the same in both scenarios.

But if you’re dealing with bugs in a live environment, you have a host of other issues you need to take the time to deal with, including:

  • Deciding whether to roll back the buggy feature or leave it live.
  • Taking your developers off their new projects, after they’ve begun work.
  • Making it up to your real-world users who were impacted by the bugs.
  • Answering to and managing your internal stakeholders who are not too happy about your problematic release.

The list goes on. There’s nothing more complicated, time-consuming, and destructive to productivity—for you and your team—than releasing a broken feature or product. Code freezes minimize the chances of this happening.

And as to the argument that code freezes lead to lower quality features and products because they reduce the amount of business requirements you can collect?

Your business requirements will always be little more than a “best guess” as to what your product or feature should function like. The most valuable requirements will always come from real-world users when deploying your product or feature in real-world scenarios.

How feature flags can replace code freezes

As we’ve already mentioned, a code freeze is done as a preventative measure against risky and/or faulty new code changes during sensitive periods. 

However, a code freeze could actually increase risk. As developers continue to work on new changes that don’t get released during the freeze period, this means that the next release will have a pile up of commits making this release incredibly risky. 

If any issues come up, it will be that much harder to pinpoint the source of the problem which means more time is wasted trying to locate and fix it.

This is where feature flags come in. Using feature flags means that developers no longer need to depend on code freezes during high traffic times to reduce the risk of code changes. 

By decoupling deployment from release, feature flags allow developers to deploy a new feature or code change into production and toggle it off so it’s not visible to users and then gradually release it to specific user sets—for example, internally within your organization.

As a result, teams can continuously ship new code and work on new features with customers none the wiser as they will be hidden behind these flags and can be toggled on or off at any time. Teams can also turn off— or roll back— a buggy change at any time with a kill switch so users no longer have access to it while it’s being fixed.

In summary, feature flags give teams more control over the release process and help reduce the risk of deploying into production, especially during particularly sensitive, high traffic periods without negatively impacting the user experience. 

Is it time to kill the code freeze?

Ultimately, code freezes still play an important role to avoid downtime or unexpected bugs during exceptionally busy times in the year.

Every e-commerce website is different so you will need to decide if a code freeze is the right choice for your website. If you do decide to implement a code freeze, draw up a carefully detailed plan in advance with your development team. 

This will help you determine what codes need to be frozen, what needs to be optimized and what projects should be put on hold to avoid “sloppy” releases before going ahead with the freeze period.

There are cases where they play a less critical role. Very small projects may not need dedicated code freeze periods, for example.

New features that have relatively minor consequences might not be worth the freeze. The same is true for phased release plans when you just want to test new features with a warm audience who you have primed to expect a buggy, imperfect experience, in which case feature flags are an efficient way to progressively roll out these features.

It is worth taking the time—even a very short period of time—to make sure your new features are as perfect as you think they are before you put them in the hands of the people who matter most: your real-world users.

This is where feature flags become your greatest ally to allow you to provide an optimal customer experience without having to pause your deployments.

However, keep in mind that feature flags are a great asset that should be used year-round and not only during periods of high traffic to minimize risk and maximize quality.

Article

10min read

The Ethical Use of First-Party Data for Personalization

With the end of third-party cookies in sight, first-party data has moved to the forefront of digital marketing.

First-party data is a powerful tool for personalizing your customers’ buying journey. It’s generally more reliable and offers deeper customer insights than third-party data, helping you gain that competitive edge. But these benefits also bring responsibility. It’s essential from both a compliance and customer experience perspective that you practice ethical data collection when it comes to first-party data.

In this article, we take a closer look at first-party data—what it is, how you can collect and use it ethically and the benefits first-party data offers both your customers and your business.

What is first-party data?

First-party data is information about your customers that you collect directly from them via channels you own.

Potential sources of first-party data include your website, social media account, subscriptions, online chat or call center transcripts or customer surveys. Importantly, the first-party data you collect is yours and you have complete control over its usage.

Examples of first-party data include a customer’s

  • name, location and email address
  • survey responses
  • purchase history
  • loyalty status
  • search history
  • email open, click or bounce rates
  • interest profile
  • website or app navigational behavior, including the page they visit and the time they spend on them
  • interactions with paid ads
  • feedback

As it comes straight from the customer, first-party data provides you with deep and accurate insights into your audience, their buying behavior and preferences.

These insights are essential for guiding the development of digital marketing strategies that prioritize the human experience, such as personalization. They can also help you create customer personas to help connect with new audiences which may inform key business decisions, including new products or services.

How to collect first-party data

Customers may voluntarily provide first-party data. For example, customers submit their email addresses when signing up for a newsletter, offer their responses when completing a survey or leave comments on a social media post. This is often referred to as declarative data—personal information about your customers that comes from them.

Alternatively, first-party data can be collected via tracking pixels or first-party cookies that record customers’ interactions with your site. This produces behavioral data about your customers.

First-party data is typically stored on a Customer Data Platform (CDP) or Customer Relationship Management (CRM) Platform. From this, you can build a database of information that you can later use to generate customer personas and personalize your marketing efforts.

What is third-party data?

Third-party data removes the direct relationship between your business and your customers during the data collection process. While first-party data comes straight from your customers, third-party data is collected by a separate entity that has no connection to your audience or your business.

Unlike first-party data which is free to collect, third-party data is typically aggregated from various sources and then sold to businesses to use for marketing purposes.

From a marketing perspective, third-party data is further removed and therefore offers less accurate customer insights. You don’t know the source of third-party data and it likely comes from sources that have not used or don’t know your business, limiting its utility.

For many years, marketers relied on third-party cookies to provide the data needed to develop digital marketing strategies and campaigns. But over time, concerns around the ethics of third-party data collection grew, especially in relation to data privacy and users’ lack of control over their data. As a result, most of the major search engines have banned—or will soon ban, in the case of Google Chrome—the use of third-party cookies.

Is first-party data ethical?

First-party data is ethical if it’s collected, stored and used according to data privacy laws, regulations and best practices that require responsible and transparent data handling.

The move away from third-party cookies highlights how first-party data is preferable when it comes to ethical considerations. With full control over the data you collect, you can ensure your first-party data strategy protects the data privacy rights of your customers. You can clearly explain to your customers how you handle their data so they can decide whether they agree to it when using your site or service.

Unfortunately, unethical first-party data collection can and does happen. Businesses that collect data from their customers without informed consent or who use the data in a way the customer didn’t agree to—such as selling it to a third party—violate their data privacy. Not only does this carry potential legal consequences, but it also significantly undermines the relationship of trust between a business and its customers.

How do you collect first-party data ethically?

The first step towards ethical data handling is compliance. There is a range of data privacy laws protecting customer rights and placing obligations on businesses in terms of how they collect, store and use personal data, including first-party data.

Confirming which laws apply to your business and developing an understanding of your legal obligations under them is not only essential for compliance, but it also informs your data architecture structure. The application of data privacy laws depends on your business or activities meeting certain criteria. It’s worth noting that some data privacy laws apply based on where your customer is located, not your business.

Data privacy legislation in Europe

European customers’ data privacy is protected by the General Data Protection Regulation (GDPR). The GDPR requires businesses to demonstrate ethics in data collection and use.

This often means customers must provide informed consent, or opt-in, to their data being collected and used. Businesses must also keep records of this consent. Customers can withdraw their consent at any time and request their data be deleted in certain cases. You must implement reasonable security measures to ensure data is stored securely, according to the level of risk. One option is to use air-gap backups to protect data from cyber threats by isolating it from the network. In certain circumstances, you also need to nominate a data protection officer.

Data privacy legislation in the UK

If you have UK-based customers, you need to comply with the provisions of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. These include providing a lawful basis for collecting personal data, such as consumer consent via a positive opt-in.

Consumers have the right to request the use of their data be restricted or their data erased, in certain circumstances. Relevant to first-party data, consumers can object to their data being used for profiling, including for direct marketing purposes.

Data privacy legislation in the US

The US doesn’t have a federal data privacy law. Instead, an increasing number of states have introduced their own. The first state to do so was California.

Under the California Consumer Privacy Act (CCPA)*, you can only collect customer data by informed consent—customers need to know how data, including first-party data, is collected and used. Customers also have the right to opt-out of the sale of their personal data and to request their data be deleted. If a data breach occurs where you have failed to use reasonable security measures to store the data, customers have a right of action.

2023 looks to be a big year for the data privacy landscape in America. In Virginia, the Consumer Data Protection Act (VCDPA) is due to commence on January 1. The VCDPA includes a provision for customers to opt-out of data collection for profiling or targeted advertising processes. Colorado, Connecticut and Utah have introduced similar laws, also ready to commence next year.

Beyond compliance

As you can see, some general principles emerge across the different pieces of data privacy legislation:

  • Customer consent — customers should consent to the collection and use of their data
  • Transparency — you should explain to customers what data you collect, how you collect it and what you do with it, typically via a privacy policy or statement
  • Control — customers should be able to control the use of their data, including requesting its deletion.

From a consumer perspective, compliance is the bare minimum. While the design of your data architecture structure should be guided by the above principles and comply with any relevant data privacy laws, you can also take extra steps to demonstrate your business’s commitment to ethical data handling. This may include appointing a data protection officer to oversee compliance and provide a point of contact for complaints or providing your employees with training, even where it isn’t required by law.

How to use first-party data

In a crowded online marketplace, it’s hard to make yourself heard over the noise. Arming yourself with accurate and reliable first-party data, however, helps you stand out from the crowd and communicate your message to both current and potential customers.

Firstly, you can use the first-party data you collect to create an exceptional customer journey through personas—fictional representations of your customers’ broad wants and needs. Building a series of personas can help you tailor your product or service and business practices to better serve your general customer base.

First-party data is also a crucial ingredient for more specific 1:1 personalization. With it, you can craft a unique user experience for your customers by delivering individual recommendations, messages, ads, content and offers to improve their purchasing journey.

In addition to serving a marketing purpose, first-party data is also essential for retargeting customers, for example, by sending abandoned cart emails. It can also help you identify and address gaps in your customers’ buying experience or your current offerings.

Want to get started with 1:1 personalization or personal recommendations?

AB Tasty and Epoq is the complete platform for experimentation, content personalization, and AI-powered recommendations equipped with the tools you need to create a richer digital experience for your customers — fast. With embedded AI and automation, this platform can help you achieve omnichannel personalization and revolutionize your brand and product experiences.

Benefits of first-party data

Personalization

First-party data provides deeper insights than second or third-party data, allowing you to incorporate a higher degree of personalization in your marketing. In turn, this improves the buying experience for your customers, gaining their loyalty.

Reduces costs

Engaging a third party to aggregate data costs money. First-party data, on the other hand, doesn’t cost you anything to collect.

Increases accuracy

Collecting data from your specific customer base and their interactions with your company produces tailored insights, rather than generic information. First-party data comes directly from the source, increasing its reliability.

Gives you control over data

You own first-party data collected from your customers. This puts you in full control of how it is collected, stored and used.

Transparency

As you have full control over how you collect and use first-party data, you can clearly explain this to your customers to obtain their informed consent. This transparency builds trust and loyalty with your customer base.

Strengthens customer relationships

In a recent Ipsos poll, 84% of Americans report being at least somewhat concerned about the safety of the personal data they provide on the internet. At the same time, Salesforce found that 61% of consumers are comfortable with businesses using their personal data in a beneficial and transparent way. First-party data builds better customer relationships by balancing customers’ desire for data privacy with their preference for personalized advertising.

Compliance with regional privacy laws

Most countries are strengthening their legislative framework around data privacy and prioritizing users’ rights. With first-party data, you can design your data architecture structure to ensure it complies with any relevant laws.

Ethical first-party data handling benefits both you and your customers

First-party data is the key to accurate and sharp customer insights that help you shape effective, targeted marketing strategies. But with the demand for ethical data collection at an all-time high, it’s important you treat your customers’ first-party data with care.

First-party data should be collected responsibly and transparently, with the customer’s fully informed consent. Your first-party data strategy also needs to comply with any relevant data privacy laws, regulations and best practices. This approach achieves a happy medium between addressing customers’ data privacy concerns with their desire for personalization during the purchasing journey. It also helps you optimize your customer’s experience with your business and, in turn, your profits.

Interested in learning more about how you can use first-party data to benefit your business? Check out our customer-centric data series for more insights from the experts.

*Amendments to the CCPA are due to be introduced in 2023, via the California Privacy Rights Act. Many of the related regulations are still being updated.

Article

6min read

How to solve real user problems with a CRO strategy

Catch up on the previous installment of our Customer-Centric Data Series, How to Become a Data-Centric Company, or read the series introduction.

In the next installment of our series on a data-driven approach to customer-centric marketing, we spoke with our partner Raoul Doraiswamy, Founder & Managing Director of Conversionry to understand the flow of a customer-centric experimentation process, and why it is critical to tap into insights from experimentation processes to make better decisions.

What do you find is the biggest gap in the marketing & growth knowledge among brands right now?

Many brands today have the right set of tools such as technology investments, or the right people with marketing expertise. However, brands often face the issue of not knowing how to meet customer needs/how to give their customers what they want whether on their website, app or through digital advertising on the website, app or digital advertising – in other words, how can these brands increase conversions? Raoul identifies the lack of customer understanding to be at the core of this gap and suggests that brands should adopt a customer-centric, customer-driven process that enables a flow of customer insights, complemented by experimentation.  

Which key activities deliver the best insights into customer problems?

Raoul believes that to start a strategy that puts the customers at the core, it is important to have the right data-gathering approach to get insights. It’s the foundation of any experimentation program, but can be applied to all marketing channels.

“Imagine you are an air traffic controller. You have multiple screens constantly feeding you where the planes are, or when they might crash into each other. From all these constant insights, the person in front of the screens will have to make the right decisions,” he shares. “However, there are also inconsequential insights such as baggage holders being full – and it is up to the decision-makers to pick out the critical data and make use of them.”

Raoul provides this analogy to liken it to the role of marketing decision-makers, who normally have a dashboard with metrics like revenue, conversion rate, abandoned cart and more. An insights dashboard helps marketers better understand their customers, combining this real-time data with customer feedback from sources like analytics, heatmaps, session recordings, social media comments and user testing.  Solid research can be done through a critical analysis of session recordings and user poll forms, and the main takeaways can be fed to this dashboard. How empowering is that for a marketing decision-maker? 

Where are the best sources for experimentation ideas?

Raoul asserts that a combination of quantitative and qualitative analysis is key. Heuristic analysis and competitor analysis are also gold when coming up with experimentation ideas. He continues, “Don’t limit yourself to looking at competitors, look at other industries too. For example, for a $90M trade tools client we had to solve the problem of increasing user sign-ins to their loyalty program. By researching Expedia and Qantas, we got the idea to show users points instead of cash to pay for items.” Raoul shares, “Do heat map analysis, look at session recordings, user polls, run surveys to email databases, and user testing. User testing is critical in understanding the full picture.” 

After distilling customer problems and coming up with some rough experimentation ideas, the next step is to flesh out your experiment ideas fully. “Going back to the analogy of the Air Traffic Controller, one person on the team is seeing a potential crash but might have limited experience in dealing with this situation. That’s when more perspectives can be brought in by, let’s say, a supervisor, to make a more well-rounded decision. In the same way, when you are ideating, you do not want to just limit it to yourself but rather have a workshop where you discuss ideas with your internal team. If you are working with an agency, you can still have a workshop with both the agency and the client present, or have your CRO team and product team come together to share ideas. This way, you can get multiple stakeholders involved, each of them being able to provide expertise based on their experience with customers,” says Raoul.

Is there value in running data-gathering experiments (as opposed to improving conversion / driving a specific metric)?

“Yes, absolutely,” replies Raoul. “Aligning growth levers with clients every quarter while working with CRO and Experimentation teams on the experimentation process is important. When working towards the goal of increasing conversions, there are KPIs and predictive models to project the goals.

“On the other hand, if the focus of the program is on product feature validation or reducing the risk of revenue due to untested features, there will be a separate metric for that,” he continues. “It is key to have specific micro KPIs for the tests that are running to generate a constant flow of insights, which then allows us to make better decisions.”

In running data-gathering experiments, features such as personalization can be applied which can have a positive impact on the conversions on the website. 

What do brands need to get started?

“To begin, you need to start running experiments. Every day without a test is a day lost in revenue!” heeds Raoul. “For marketing leaders who have yet to start running experiments, you can start by pinpointing customer problems, and the flow of insights. To get the insights, you can gather them from Google Analytics, more specifically, by looking at your funnel. Through these insights, identify the drop-off point and observe the Next Page Path, to see where users go next.

“Take for example an eCommerce platform. If the users are dropping off at the product page instead of adding to the cart and moving on to the shipping page,  this shows that they are confused about the shipping requirements. This alone can tell you what goes through the user’s mind. Look at heat maps and session recordings to understand the customer’s problems. The next step then is to solve the issue and to do that, you will need an A/B testing platform. Use the A/B testing platform to build tests and launch them as quickly as possible.”

As for established marketing teams who are already doing some testing, Raoul recommends gathering insights and customer problems as they come in every month. “Then to make sense of the data you’ve collected, you need conversion optimization analysts like our experts at Conversionry who are experienced in distilling data down to problems.”

Identifying customer problems is key. If some of the issues your customers encounter stay unaddressed, it could lead to the initiatives flatlining despite months of experimentation. Instead by keeping customer feedback top of mind, you can start designing, development, testing, speak to experience optimization platforms like AB Tasty to build the experiments, then gather insights, and repeat the cycle to see what wins and what doesn’t.

Get started building your A/B tests today with the best-in-class software solution, AB Tasty. With embedded AI and automation, this experimentation and personalization platform creates richer digital experiences for your customers, fast.