The best metrics are the ones that matter to your business. But these may not be the standard set you see written about everywhere online.
The marketing metrics you choose determine the direction of your campaigns. Or put in other words. Good metrics must be in place before good marketing can happen.
In this article you’ll learn:
For a campaign to prove its viability, it needs data. It needs the right data. Data that is specific to its business’s purpose and goals. That data will depend on the business, the necessity of strategic data collection, and use remains constant.
And, if you’re going to learn from the data you capture once a campaign launches, the right metrics and KPIs need to be established in advance.
Metric: A metric is essentially any signal that can be tracked. It’s an objective system of measurement, which means that you might have an entire dashboard of metrics that you’ve set up to be tracked. But dashboards only serve as directionless numbers without goals and KPI.
KPI: KPIs (key performance indicators) are the metrics that you’ve decided to use in tracking how efficiently your business is meeting its objectives. It’s a little tricky to get down the difference, but just remember that while all KPIs are metrics, not all metrics are KPIs. KPIs are the metrics your business chooses to focus on in driving forward your goals.
Goal: A goal is a metric-driven objective, defined by a clear timetable and tactics, you are trying to reach. The best goals are SMART goals (specific, measurable, attainable, realistic, time-bound). Goals set a bar for the future of certain KPIs that you then strive to achieve. Goals should move your marketing department and business forward.
For example, you may decide that next quarter your business should work to earn more site conversions via organic traffic. Your KPI will be organic traffic, which is a marketing metric, but its level of importance and direct application to your objective makes it a KPI. There are a number of associated metrics that contribute to achieving this goal — metrics like, organic traffic, keyword rankings, and landing page conversion rates. Finally, using historical data you decide to set a goal next quarter to earn 100 conversions via organic traffic (a number just missed last quarter).
One way of thinking about marketing metrics is to categorize them as either macro or micro metrics.
Macro metrics are closely associated with business goals and therefore are typically tied to the bottom line, like revenue, or conversions. Micro metrics are the contributing signals like traffic and clicks that fall under those macro metrics.
Macro and micro metrics are always connected. Revenue only happens through conversions, and conversions only come when people make it to your site, and, of course, people only make it to your site when they click an ad or see your site through organic search rankings. You really have one without the other.
While both sets of metrics are important, only one set shows clearly how a business moves forward in driving sales.
So, when structuring the tracking of metrics for your own marketing campaigns, it’s best to begin with the metrics that sit most closely on the bottom line, and connect micro metrics to those macro metrics. Think of it as a tier:
The metrics that you choose for your own KPIs will determine what your business will achieve. Keep in mind that there’s no comprehensive list of metrics that you “must be tracking” that will work for every business.
The following is a list of metrics for you to consider as you develop your own individualized marketing strategy.
Revenue is something every marketing leader should have in their sight. Of course, tracking this is sometimes easier said than done. Good marketing leader will make every effort to get good data that associates revenue with your various efforts. If done correctly, all other metrics will fall under this single metric.
Conversions are the closest metric to revenue that you can track. What conversions look like varies based on the business — for an ecommerce site that could be a checkout, for a B2B site it could be a lead or closed deal.
Most importantly, however, marketers need to ensure that the conversions they track have monetary attachments. For ecommerce businesses that can be quite easy, however B2B companies that work through leads with a sales team will need to be intentional about gathering data and insight from marketing and sales to assign values to things like leads, MQLs, and SQLs.
While knowing the amount of conversions your site brings in is important, knowing the rate at which your site converts traffic to conversions is critical. Paying attention to historical and trending conversion rates will help you know where to focus your attention.
For example, if you see that one month shows a conversion rate that is only 50% of the month prior, you might dig further and see that was the month you launched a new ad campaign. This would tell you that this ad campaign likely wasn’t fruitful.
Be sure to compare your conversion rate and net conversion metrics, because there can be times when net conversions increase while conversion rate falls. If this is the case, it could uncover great insights into the health of specific campaigns, which is why good marketing leaders look at both metrics to determine future pivots.
The close rate is the rate at which leads are closed into actual business and revenue. This metric can be useful in judging both sales and marketing team performance. Lower close rates could mean that the sales team needs additional training, or that the marketing department isn’t providing quality leads. Tracking the close rate will help keep both sales and marketing professionals accountable.
This metric is exclusively for businesses that are running paid ads across the web. Most major advertising platforms (i.e. Google, Facebook, and LinkedIn) have snippets of code called pixels that you can put directly on your site that allows the ad platform and advertisers track the ad’s performance — including conversions that take place on your site.
When ad spend is coupled with conversion data (that has an assigned marketing value) you’ll be able to see the rate of return on your ad spend.
CPL is the total cost to acquire a lead. This is typically used as a long term benchmark, even though this number may change. For example, a business may find that it cost an average of $42 to acquire a lead over the past year. Assuming budgets have stayed the same, this business can assume that any figure under $42/per lead is a good investment.
As with any metric, however, further analysis is always required. Not all leads are created equal, and there may be opportunities to acquire leads for much less than the yearly average that would be a waste of company time and money. Be sure to be wise in your use of metrics, and look at the viability of the entire situation before making your decisions.
As its name implies, CLV is the expected return during the life of an average customer. Marketing leaders at SaaS organizations will benefit the most from this metric. It’s powerful because it can encompass smaller metrics like customer retention rate, customer add-ons, and average length of customer retention.
This metric is powerful when filtered across a qualifier. For example comparing average CLV of clients that were attracted from organic search might be higher than those brought in with Facebook ads. Indicating that SEO is a worthwhile business focus in the upcoming year.
Virtually all businesses utilize some kind of website for their marketing efforts. Knowing how many people visit the site in a given time period is essential to knowing the impact of your online marketing efforts. There are many metrics that could be even more specific than total traffic, such as page visits, sessions, and unique visitors. And, while total traffic might not be incredibly insightful by itself, it’s critical in keeping other traffic-related metrics in context.
Conversions from total traffic span a wide array. You’ll need to create a good dashboard that measures the performance of current initiatives taking place on the site — everything from newsletter sign ups, to demo requests, to purchases.
There are many traffic sources you can measure, such as ad channels, referrals, social, direct, and organic. Many businesses will benefit from measuring many of these channels. However, organic will make sense for virtually all businesses.
Organic search accounts for over 50% of all web traffic, and unlike other channels, SEO has the potential to attract customers at every stage of the funnel. This could include top funnel conversions like email capture or lead capture, or bottom funnel like demo requests or purchases.
You might have been able to get away with having search lower on your list even ten years ago, but today that’s not the case. With such great potential and reach, every business should be adopting an SEO strategy.
Blogging has proven its worth in the business world, as the most recent numbers say that businesses that blog regularly earn 67% more leads. It has pulled ahead as one of the best ways to participate in both SEO and content marketing. Content will draw users to your sights, and provide you with unique opportunities to meet their needs. Not to mention the tremendous work that a blog can have on your SEO strategy.
In addition to net blog traffic, consider tracking blog-specific conversions. Conversions on a blog are generally micro conversions such as newsletter subscriptions, lead magnet downloads, or landing page visits. However, these contacts often move farther along the funnel as they are delighted with your brand and content, and can often turn into leads.
Subscribers are the most top funnel contacts. They are the ones who know about your business and have opted in to hear more from you. Often this looks like signing up to be notified of new blog posts or receive a newsletter.
These contacts may or may not move farther down the funnel. But that’s okay — growing your subscribers means growing your audience which allows you to amplify your content and reach even more new contacts. Remember the saying, “everyone wants to buy, but no one wants to be sold.” These are your subscribers. Take time to create a content and nurture structure that allows subscribers to become leads at the right time.
Leads are contacts in your database that have indicated some signal that they are willing to learn more than surface level information about your company, and they’ve given you information to make that happen. Examples of this might come from a PDF lead magnet or a free trial signup.
Measuring leads is critical to success for any B2B organization as they are a good blanket indictor of general demand interest.
MQLs are leads that the marketing team has determined are more qualified than a standard lead based on their action. MQL structure might vary depending on the company, but generally they are defined as the contacts that have shown enough interest to qualify them as ready to talk to sales. Marketing determines readiness based on either lead scoring, or the contacts themselves requesting to talk with sales via a form on the marketing page.
An MQL becomes an SQL after the sales team has determined this lead’s qualifications. Many organizations have their own iterations on this, but SQLs are generally MQLs that are confirmed promising enough to be pursued by the sales team. Sales then takes the ropes in nurturing them and aiding them in their journey to becoming a customer.
Beyond SQL there are additional stages, like opportunities, and deals, however these are usually overseen by the head of sales. Accountable marketing leaders will take responsibility for their efforts by communicating with sales to ensure the MQLs that turn into SQLs continue to move down the funnel and eventually turn into closed business.
Email has one of the most positive ROIs of any channel. It’s believed to be as high as $42 for every $1 spent. It’s also one of the most used channels today, despite years of naysayers predicting its demise.
There are quite a few email marketing metrics, but the most fundamental one is open rate. Many marketers find this metric essential as it measures in real-time the effectiveness of their subject lines. However, this metric also tracks much deeper issues such as your company’s reputation. If you have a history of providing good content within your emails, you’ll have a higher open rate.
Email click through rates (and net clicks) measure the effectiveness of the content inside of your email. Having a contact open and read your email is great, but having them follow through on what you asked them to do is even more important. Emails lose much of their usefulness unless contacts take action, so measuring click through rate is worthwhile.
Social is actually a set of micro metrics (likes, shares, comments, social traffic, impressions, etc.) from which you can choose what makes sense to track for your company. Some businesses will choose not to intentionally track any of these metrics and put social media on the back burner. For some, social metrics will be a large part of their overall marketing strategy.
Which social channels businesses focus on will also largely depend on the company. A highly visual brand may be more concerned with Instagram engagements, while an enterprise consultancy might want to look more into LinkedIn engagements.
The inbound marketing methodology has captured the essence of digital marketing in today’s world with the three-part flywheel: attract > engage > delight.
Much of what has been discussed up to this point would fall under the attract section of the flywheel. But there has not been much discussed yet about metrics that engage and delight your audience. Today we operate in the experience economy. Or put differently, customer’s positive experience with a brand will lead to long-term engagement between that customer and the brand.
In truth, these metrics can be harder to quantify than others. But good marketing leaders will make these metrics a priority to ensure long term success.
When thinking about user-focused metrics, it’s helpful to think about problems you’re solving for your users, and then identifying signals underneath those problems. Those signals sometimes are metrics, like average time on page. Other times these signals lead to metrics like how performing customer surveys will introduce you to new engagement metrics.
Where are my users getting stuck?
What do my users think of the content we produce?
What do my users love and want more of?
The list of questions and indicating signals could go on, and you as the marketing leader are the only one who can make that call. As you can see, the qualitative nature of many of these metrics are more time intensive than a simple dashboard can produce.
With these metrics in your back pocket, you’re ready to design a marketing strategy backed by insight, choose marketing KPIs that make sense, and start making smart marketing decisions.
Just a reminder that you don’t need to focus on all of these metrics right now. Choose the ones that make the most sense for your business right now, and begin there. Focus on just a few from among the list, and you’ll be on your way.
Key takeaways
Holistic SEO is a unified approach to search optimization that treats a website as a connected system rather than a collection of isolated tactics. Instead of focusing on single levers like keywords or links, holistic SEO aligns user experience, content quality, authority signals, and technical performance to support long-term growth. At 97th Floor, holistic SEO is operationalized through the XACT framework, ensuring every optimization supports both search engines and real users.
Traditional SEO is often executed in isolation. Holistic SEO is designed to work as a connected system that compounds over time.
When people ask what is holistic SEO, the simplest answer is this: it’s SEO designed to survive algorithm changes by improving the entire system, not just one part of it.
At 97th Floor, holistic SEO is executed through the XACT framework, which organizes strategy into four core pillars: UX, Authority, Content, and Technical. Together, these components support semantic SEO, topical authority, and sustained organic growth.
Good UX keeps users engaged, which reinforces relevance and performance signals across search.
Authority helps search engines determine who deserves to rank when content quality is similar.
Strong content frameworks allow sites to own topics rather than compete page by page.
Without a strong technical foundation, even great content and authority underperform.
Together, these four pillars create a system where improvements compound over time—the defining characteristic of effective holistic SEO.
Holistic SEO only works when each of these pillars is treated as part of a larger system. Focusing too heavily on one area (content, links, or technical fixes) can create short-term gains. That looks good in reports, but it rarely produces sustainable growth on its own.
That’s because SEO isn’t a monolith. It can’t be painted with a broad brush. A truly comprehensive strategy will act like a flywheel where progress in one area supports others, and over time, results compound.
Or, to put it another way, more SEO doesn’t necessarily lead to proportionally more results. What matters is where those efforts are applied, and how well they work together.
This is the origin of the 6 Disciplines of SEO framework. Designed by 97th Floor, this framework exists to help move teams from doing more SEO, to doing holistic SEO.
As Google’s algorithm has matured, there have been ground breaking updates which have improved overall user experience.
Much of how the industry views SEO today is because of these wide reaching (and sometimes earth-shattering) updates. For over a decade the theme has been Google making changes, and SEOs trying to intuit the signals with moderate success.
Today, we see that Google is releasing frequent broad core updates aimed at improving the algorithm from a holistic perspective. Google has clarified that for each of these updates the advice they give comes down to making great content that is high quality, expertly written, trustworthy, unique, and valuable to the user.
We suggest focusing on ensuring you’re offering the best content you can. That’s what our algorithms seek to reward.
While this advice is good, it isn’t enough. Optimizing for users over bots makes Google an ally rather than an enigma, as you both work towards the same goal: a better experience for the people behind the searches.
Enter the holistic strategy any SEO can adapt: The 6 Disciplines of SEO.
A note on our naming convention: we get that a lot of these words sound made up, but we chose to name the disciplines with a focus on the the ability derived from each. Yes, they are weird. That’s by design; weird things are easier to remember.
Here are some examples of what execution can look like within each of these disciplines.
The SEO industry has a wide and comprehensive list of recommended best practices. And, luckily, Google has provided fairly explicit guidance on what websites can do to be compliant with their guidelines. In addition, we’ve executed internal strategies which have yielded results which challenge previous assumptions and best practices.
Armed with all of this knowledge, you can make sure your site is properly aligned and thereby maximize your SEO efforts.
One client came to 97th Floor with stalled SEO efforts, despite their best efforts. Some digging during our onboarding site audit uncovered that they were unaware a manual action penalty had been placed on their site. Google Search Console revealed that structured data was being misapplied to a specific segment of the site's blog pages.
In the past, this site’s posts had included a comments section. But over time the comments became too much to moderate and they ultimately decided to disable comments for the site. In doing this, however, they forgot to disable the structured data on the backend that called out the recently disabled blog comments.
Once this was discovered, it was imperative that all of the residual structured data was removed from those pages. Doing that reassured Google that the client’s site wasn’t claiming to have something on-page that they didn’t actually have. It was a relatively easy fix, but not an obvious find for the untrained eye.
Fixes were applied. The next step was to put together a reconsideration request and submit it to Google. Once the reconsideration request was filed, the penalty was lifted within a week and the site saw significant increases in organic traffic from that point on.
Google isn’t outright about much of their algorithm. This is why the latest user-experience based algorithm update Page Experience, is getting so much attention. This update and the trends in recent updates pay particular attention to the Usability discipline, which ensures the overall SEO strategy is UX based.
Improved user experience is important to have baked into any SEO strategy from the beginning, because it has the potential to aid both your SEO-focused goals and your bottom line business goals like conversions.
An ecommerce business came to 97th Floor with a dilemma: users were reaching their product pages, but not converting. Hypotheses were formed and ranked as to what site changes might have the greatest impact on UX, but even the most intuitive hypotheses aren’t a place to end.
Multi-variant testing showed which variations brought in the most conversions and new revenue. This was a luxury ecommerce business, even small upticks in conversion rates can show significant increases in revenue, which means they stood to gain quite a bit. In this case, almost every variant showed a positive increase in both conversions and revenue. Overall, implementing these changes led to a 29% increase in revenue over just a few weeks.
In prioritizing the usability, our client gained tangible and actionable information about what their customers like to see on their site, which in this case was removing the financing option from their checkout.
Readability in this sense refers to the ease of reading your site for bots, not humans. Readability in this sense should not be confused with user-focused readability scores that measure the sophistication and ease of reading of your copy.
Cleaning up your site’s readability can play a significant role in its ability to rank, because metadata are an important way bots analyze the content on your pages.
Improving the metadata that adorn a site’s pages is an essential way to signal to Google the relevance of the on-page content to the target focus keyword.
The most critical ways to improve readability include:
A new client approached us with hopes to increase their blog’s organic traffic. They had been blogging for years, but they weren’t seeing the traffic increases they were hoping for. An audit revealed that they were misusing H1 and H2 tags throughout their blog, at the fault of the customer template they were using. They’d chosen to use more H1 tags as H2 tags, effectively using multiple H1 tags per page. But that looked most attractive on their template, so they unknowingly were shooting their blog’s readability in the foot.
They had no idea they were defying Google’s guidelines. And while their use of H1 tags might have been easier on the eyes, it wasn’t helping them win Google’s favor. Once the H tag errors were resolved, our client saw an immediate jump in traffic. These simple readability changes brought in a golden age of SEO for their site that is still going strong.
A healthy backlink profile has always been a major part of a site’s rankability. A healthy backlink profile requires various tactics to not only increase backlinks; including branded links, anchor text distribution, link velocity, and more. Not only external links, but internal linking structure is a critical (and often overlooked) part of the linkability of a site.
Here are a couple ways you can do this:
Our client was stalled ranking in position 5 on their chosen SERP, and needed to move up to gain the visibility they desired. An analysis of their site revealed they had several pages that all concerned the same topic, which can create confusion for Google. In addition, most of their pages were four links from the homepage, while few were just one or two links away.
By creating a map for Google’s bots using internal linking (using just 7 new links), the site jumped in ranking from position 5 to position 1.
This keyword had an average month search volume of 15,000 searches, which means moving from spot 5 to spot 1 generated an average of 3,300 additional clicks to the client’s webpage per month for just this keyword alone.
Indexability is how well Google is able to crawl and index a site. Google indexes sites similar to how books are indexed in a library, collecting relevant information about your site and making it easier for users to find. So, it’s in your best interest to be sure Google can easily index your site, and that it’s getting the relevant information from your site that it needs.
While readability deals exclusively with metadata, indexability is a bigger umbrella that deals with the indexability of your entire site.
If Google can’t access and process your website’s content effectively, it won’t rank your site’s URLs very well. If part of your site is unindexed or poorly indexed, Google won’t know what your website is all about. This leads to missing pages, poor rankings, and overall less traffic. Once you discover symptoms of crawlability or indexability issues on your site, you’ll need to investigate further to uncover the source.
These areas of investigation often include:
In a technical site audit for a client, we discovered some irregularities in their indexation. Further digging uncovered pages missing from the overall coverage of the site, which is a common symptom of an indexability error.
The execution of a log file analysis directed our efforts in improving indexability. The analysis revealed several actions that could be taken to fix the indexing issues the site was experiencing, including: clearing a number of redundant subfiles that Google was crawling, broken pages that needed to be redirected, and other folders Google was crawling that didn’t play a role in the overall SEO strategy.
A strategic clean up of the site’s indexability issues resulted in not only immediately more traffic, but an increase in organic revenue for our client. In the 30 days immediately following the rollout of these changes, Google organic transactions increased by 25.86%.
At 97th Floor we have about a dozen platforms to track our campaign’s performance but most commonly we use Ahrefs, Google Analytics, and Stat. You can decide what platforms and strategies are most effective for your company, however, no matter what platforms you decide to use, it’s important that you’re accurately tracking the progress of your campaigns.
The most crucial part of this data mix is making sure that the deployment and configuration of Google Analytics is not only correct but that it’s tracking the right conversions as they relate to our SEO strategy and client business goals.
Below are some ways that we do this:
You can’t make informed decisions if you aren’t tracking relevant data. Our teams consistently identify goals and values for clients in order to better track the impact of the ongoing SEO strategy in place for them.
As we continue to iterate on what is driving the most conversions to the site, we’re able to focus the strategy efforts into the parts of the site that are making the most difference for the client’s bottom line.
Holistic SEO requires visibility across the entire system. That means using tools that help teams understand how content, UX, technical performance, authority, and indexing work together.
There is no single “holistic SEO tool.” Instead, effective teams assemble a stack based on their maturity, goals, and internal capabilities.
Below are common tool categories that support holistic SEO execution:
As teams mature, the goal is not to add more tools, but to ensure the data they provide is actionable and aligned with business outcomes. Tool selection should always be driven by what decisions need to be made, not by feature checklists.
Holistic SEO is best understood in practice. The following examples show how aligning multiple disciplines leads to sustainable ranking improvements, traffic growth, and measurable business impact.
National Funding is a leading financial services company providing tailored financing solutions for small and medium-sized businesses.
The challenge
After a Google algorithm update, National Funding lost rankings for high-value keywords such as “bad credit business loans.” These rankings were critical to lead generation, and isolated fixes were not producing results.
The strategy
97th Floor implemented a holistic SEO strategy focused on restoring trust, relevance, and structural clarity across the site. This included:
The results
This systemwide approach restored and strengthened keyword visibility, leading to:
Rather than overcorrecting in one area, the holistic strategy allowed improvements to reinforce each other.
Gigamon is a network analytics vendor providing hybrid cloud infrastructure, security, and observability solutions for enterprise organizations.
The challenge
Gigamon was investing heavily in SEO but could not break into the top rankings for the highly competitive keyword “network security.” Despite doing many things right, progress had stalled.
The strategy
97th Floor took a counterintuitive, holistic approach. Instead of forcing incremental gains on the primary keyword, we:
The results
The strategy produced rapid and compounding gains:
Today, this page remains the top driver of organic traffic for Gigamon, a clear example of how holistic SEO can unlock competitive keywords by strengthening the system as a whole.
Each of these six disciplines is aimed at taking into account the various aspects of an SEO strategy. When built and executed properly, these six disciplines will positively impact the bottom line and delight your visitors.
Knowing when to reexamine each of these 6 areas of SEO will come down to knowing the symptoms of issues relating to each discipline. This goes beyond just seeing a decline in ranking or traffic. In fact, it’s knowing the specific symptoms and how to treat them that can make your SEO strategy powerful.
As you grow to understand each of these 6 realms you’ll be able to build effective. Just remember: you will get more out of strategies that are flexible and produce the greatest yields long-term.
As more time is spent mastering each of the six disciplines, your SEO strategy evolves from a collection of tactics into a cohesive system—one that compounds over time, driving lasting growth and resilience in the face of every algorithm update.
Traditional SEO often focuses on isolated tactics like keywords, backlinks, or technical fixes. Holistic SEO treats a website as a connected system, aligning UX, content, authority, technical performance, and measurement to drive sustainable growth. The goal isn’t short-term rankings, but long-term visibility and resilience.
A holistic SEO partner evaluates and improves every part of a site that impacts search performance. This includes content quality, site structure, technical health, authority signals, user experience, and tracking. Rather than executing tactics in silos, they ensure all efforts work together toward business goals.
Businesses benefit most from holistic SEO when growth has plateaued, rankings fluctuate after algorithm updates, or SEO efforts feel disconnected. It’s also ideal for organizations investing in long-term organic growth rather than short-term wins.
By strengthening the entire system instead of individual signals, holistic SEO reduces reliance on any single tactic. This makes rankings more durable over time, especially as Google continues to prioritize experience, relevance, and trust across core updates.
Search Atlas supports holistic SEO by providing visibility into rankings, SERP changes, keyword trends, and competitive movement. Used correctly, it helps teams identify systemic issues and opportunities rather than reacting to isolated ranking changes.
The six disciplines (compliability, usability, readability, linkability, indexability, and trackability) provide an execution framework for holistic SEO. Each discipline addresses a specific function within the larger system, ensuring no critical area is overlooked.
Because holistic SEO aligns with Google’s long-term direction, sites built this way are less vulnerable to individual updates. Improvements to UX, content quality, authority, and technical foundations tend to benefit performance regardless of how ranking factors evolve.
There is no single tool that supports holistic SEO on its own. Effective strategies typically combine analytics platforms, crawling tools, rank tracking software, backlink analysis tools, structured data validators, and keyword clustering tools. Each should be selected based on team maturity and goals.
Holistic SEO prioritizes comprehensive topic coverage, internal linking, and content structure. This helps search engines understand context and relationships between pages, supporting semantic search and establishing topical authority across key subject areas.
Maybe SEO was once a mysterious field, where no one but industry professionals knew exactly what went on, but no longer. In this day and age, every business needs to be informed and prioritizing SEO to truly thrive.
Oversimplified, Search Engine Optimization (SEO) is the fine-tuning of sites and pages with content and links to allow for visibility and clickability on search engine pages. But good SEO practitioners know that it’s so much more than that.
SEO marketing should be user-focused: a means of getting relevant content in front of interested people.
While most other marketing channels’ usefulness varies based on industry, it's rare indeed to find a business that wouldn’t benefit from including SEO as a key piece of their marketing strategy.
We’ve created this guide to help you understand how SEO functions in a business and how it can help drive traffic from Google to your pages and raise the bottom line of your own business.
So, how does SEO function in a business setting?
Well, first off, organic search accounts for more than half of all web traffic out there. Think of the last time you had a question about something-- chances are, you Googled it. And you’re not alone.
There are a lot of people using search engines to find the information they need online every single day, billions, in fact, but there are also a lot of sites trying to get in front of those users.
SEO in marketing is the strategy a business builds to make sure their content reaches the searchers to whom it will be most helpful and relevant.
Unlike some channels, Search Engine Optimization has the benefit of being able to meet these searches wherever they are in the marketing funnel. One big misconception about SEO is that it only focuses on top-of-funnel content, when a good SEO marketing strategy should meet the customer wherever they are in their journey.
Users often don’t follow the nice proportional funnel we’re used to talking about. Have you heard the old marketing adage that it takes encountering your brand about seven times in order to convert? The idea might be outdated, but the process of repetition certainly isn’t.
Think of your own behavior. When you made your last big purchase did you visit several different sites in your search for the most fairly priced, best quality option? Did you phrase your searches differently when you were in different stages of the funnel? Most likely your answer to these questions is a resounding yes. Most users, like you, consume what they want when they want. Their conversion journeys aren’t a straight line.
So, when they are ready to jump into research mode, for consideration or even decision stage content, you’d better hope you have pages that rank for those terms.
It’s unfortunately common to put SEO strategy in a low-priority position. Businesses might have gotten away with this ten years ago, even five years ago, but today it just won’t fly. The remarkable visibility and conversion rates possible through organic search can no longer be ignored.
Here are a few things your business can do to make SEO in marketing a higher priority today:
The first thing you can do to make SEO a priority is to decide to make it a priority. Seems simple enough, right? But it’s easier said than done. With that decision must come a commitment to see that the correct prioritization actually happens.
Vivint Solar built an enterprise by knocking doors across the US. And while they were knocking, their smaller competitors were beefing up their digital arm. Vivint Solar was losing potential customers to much smaller competitors who had a larger presence online. After recognizing the incredible potential for reaching new customers by taking advantage of high search engine traffic (specifically Google) with non-branded searches, they made the choice to prioritize SEO in marketing and began seeing immediate gains, including 6.6X increase in non-branded organic traffic.
It’s always important to have metrics, but if you aren’t choosing the right metrics to focus on, you might be overlooking significant results.
There is a mindset among marketing leaders that the proper metrics to use in measuring SEO are things like search engine traffic, links, and ranking. While there’s no question that these metrics are useful and important, you also need to track SEO in marketing with metrics like conversions and revenue that directly contribute to the bottom line and drive the business forward.
The belief that SEO can’t be measured by conversions is a misconception that needs to change.
Business and marketing leaders should push to keep SEOs accountable, and if that isn’t happening then SEOs should push for accountability. If the correct metrics aren’t tracked, SEOs won’t get the credit they deserve, or receive the resources they need to earn success.
In order to invest your resources efficiently, you need to know where you can make the greatest impact. That knowledge will allow you to allocate resources in a smart and successful way.
Work with the SEO specialists in your company to determine your baselines on links, content, ranking keywords, etc. and where you’re falling short of meeting your goals. Then form a strategy to tackle the places where you find your company is lacking. With this strategy in place, you will be able to make budget and hiring/vendor decisions with confidence.
There’s many reasons to hire an agency, but perhaps none is more critical than this: you want accelerated and measurable growth that doesn’t tap out your internal team.
A common misconception that companies believe is that they don’t need an agency because they already have an in-house SEO. In reality, the best clients are already doing a great job at SEO marketing, but are finding that one person (or just a few people) can’t build a castle on their own.
Hiring an agency allows businesses to work with an entire team of SEO professionals without accruing the cost of hiring their own.
When vetting agencies be sure to ask them the following:
Many believe that SEO starts with keyword research. And true, keyword research is a foundational step, but before keyword research is effective, you’ll need audience insights. Marketing leaders and SEO need to know who they are trying to reach. This is where personas come in.
Collecting demographic and psychographic information is a great place to begin, but creating a concrete story for your personas is essential in getting to know who your ideal customers are and why they act the way they do.
Once you know who your customers are, you need to know where they are. Look at the assisted conversion funnel to see where your customers are landing, and analyze what you can do to elevate these pages better within the SERPs.
Now that you know who your customers are, and where they are, look at their unique needs and how your product/service solves those needs. Figure out how you can meet their needs online in a way that outshines anything your competitors currently offer.
Further optimize by examining your highest converting pages and determine how you can help those types of pages make it in front of more customers.
It’s a common misconception that SEO work can rank an entire site. Of course, well-ranking pages will organically increase user access to the rest of your site, but it is pages that rank in SERPs, not sites.
Don’t forget this when formulating your keyword-driven content strategy. Be tactical when creating or optimizing pages by pairing them to the keywords that you want to rank for. Strive to know your target keywords (and their matching personas) like the back of your hand.
Optimize your site by keeping consistency between pages, easy internal navigation, and user-friendly design. When the internal flow of a site works well, customers will have a greater ease of conversion.
Every seasoned SEO knows that link acquisition is a necessary part of any holistic SEO strategy. Many believe that link-building is only necessary for weak and non authoritative websites, but this is simply not true. I’ve worked with many large brands who erroneously believe that link-building don’t need to be included in the SEO strategy because they think that their reputation alone will carry their success. Remember what we learned above? Search engines rank pages, not entire sites. Great content, on powerful sites, may require a few extra links to get it off to a good start.
And not all links come from outside your site. Internal links are a valuable part of using your own authority to strengthen new or striking distance content. Make no mistake, link-building should be part of any SEO campaign.
Frequent SEO reporting on metrics that affect the bottom line is critical. Metrics such as ranking and search engine traffic are important too, but also be sure you can track your SEO efforts directly to conversions and revenue.
Maximize your efforts by not isolating SEO in it’s own department. Without seamless interaction between content, web development, and other marketing channels, SEO won’t be as effective. The best SEO teams and agencies integrate their departments because it can influence so many disciplines.
SEO in marketing is a vital part of any business strategy. Because SEO is so important, especially in current times, businesses would do well to respect what SEO can do. It’s time to see marketing leaders fight for SEO resources, and align their SEO metrics to hold teams accountable for driving business success, not just traffic.
MozCon 2020 is a wrap.
We heard from many speakers covering many industries, but even more compelling than the voices we heard, was the common themes between them.
I worked with my fellow attendees from 97th Floor to pull together the common themes and action items from MozCon 2020. In no particular order, here's the themes we saw, and what marketers and brands should be doing next.
As always Moz leads by example when discussing difficult, but necessary, topics. Like addressing the current economic, social, and civil situations. Sarah Bird kicked the conference off by acknowledging the current environment, and Dr. Pete gave a heartfelt opening to his address on keyword research. Immediately Dr. Pete had my heart and attention as he drew the connection between today's circumstances and how these factor into the fundamentals of SEO. Specifically topical research.
Of course today's economic climate is affecting each of the businesses we work for. Wil Reynolds closed the conference by introducing us to the new CMO, or rather, the lack thereof. We were all given stark evidence that our careers and success as marketers hinge on being able to effectively communicate in the language of the board.
The Takeaway: I think I speak for everyone when I say I’m sick of hearing “unprecedented times” in brand messaging. Let’s skip getting things back to normal and instead make things better. No doubt, the past few months have changed some foundational elements of everyone’s lives, but as marketers let’s make sure this change is for good, and is long lasting.
Look at your current marketing efforts and ask, "Are we trying to get back to "normal"? Or are we using this as an opportunity to get better?
I think I speak for all the attendees when I say that day 2 of MozCon 2020 was filled with equal parts intrigue and trepidation. Of course we've all known for a long time 97th Floor has already believed in the power of unconventional data sets for practical SEO use. (We're so close to launching something big around this, stay tuned!)
I think most SEOs understand and respect the different methods of deep technical SEO, but many don't know what's possible, or how to begin. Enter Moz's Senior SEO Scientist Britney Muller, who walk gave every attendee the chance to dip their toes into machine learning and automaton.
Britney continued on with examples and uses cases, but perhaps none was more interesting than entities from Google. Essentially it's a score that indicates Google's topical associations with a given URL. I'm excited to dig deeper into this later.
Of course every attendee this year remembers Michael King's one of a kind theatrical experience showcasing the many use cases of data scraping, machine learning, big data crunching, and artificial intelligence.
This address was maybe the heaviest conference address I've ever heard, but the format of a ~30 minute film and story made it actually digestible. In the traditional setting, my eyes may have glazed, but today, they were glued. Today, we witnessed a new medium for virtual conference addresses. Well done Michael!
The Takeaway: The technical inspiration shared today could come across as fiercely intimidating. But you can take it for a fact that these advanced scripts, and machine learning setups aren't conceived out of nothing (even for the pros). If you are enthralled by the idea to get busy with scripts, machine learning, and automations start slow and be patient with yourself. It's a brave new world! Also rewatch those sessions when the recordings come out.
Stay glued to the 97th Floor social accounts and newsletter to be of the first to know when we drop our own software that accomplishes a lot of the technical crunching we've seen seen at MozCon.
How can you get customers if you don't know them? Even before Coronavirus, the industry has been seeing subtle shifts to growth-driven marketing. Or in other words, measurable marketing.
Quickly Wil Reynolds had the audience's attention with the line, "The less you understand your customer, the more you spend to acquire them."
If we really care about bottom line budgets, we should start acting like it. Wil went on to call out mistakes he's seen of advertisers spending inefficiently because they didn't have their customer map dialed in. He made the case that saving money comes when you understand the customer journey and all marketing facets work in unison to perfect the customer journey experience.
Branding expert Flavilla Fongang uncovered timeless branding expertise with many notable tactics like:
But perhaps none was more resounding to me than her declaration that customer engagement is a company-wide effort. Innovation must be built into the company culture to retain and delight customers.
The Takeaway: The customer journey is not only knowing your audience, it's anticipating their next move. The customer journey is crucial to bottom-line success. There are too many options in your space for you to just meet needs, we need to exceed customer expectations. And that only comes when we know our audience.
Invest in a real customer journey map (not just audience insights), paired with your published content. Hopefully you find gaps in the journey, filling those gaps with customer-focused content is your next homework assignment.
A great place to start on this a guide we put together on building a bullet-proof buyer persona.
I love transparency, but even more I love the vulnerability that took place at MozCon 2020. Speakers were eager to share what didn’t work for them. Phil Nottingham shared a story of setting three different budgets for a set video ads, $1,000, $10,000, and $100,000.
Obviously this would mean huge differences in the production value of these campaigns, and you might think that a better video ad would lead to better traffic.
Crazy right?
But we learned that spending more doesn’t mean it’ll produce proportionally more results.
Shannon McGuirk also spared no punches in reviewing her past work in link acquisition. I love this honesty, because this is how we (as a community) go further. Link acquisition is something that most are shy to share, so I was especially glad to see Shannon’s blunt honesty about what didn’t work (and what did).
The above graphic from Shannon shows what our marketing efforts tend to look like. You can see that majority of the activity is bringing in steady results. We can all see this is a healthy balance of activity, yet too often marketers only focus on the "huge wins" and consider everything else a fail. Embrace the steady performing campaigns and learn from your fails.
The Takeaway: None of us have ever marketed through a global pandemic before (unless someone at MozCon 2020 was marketing during the Spanish Flu 100 years ago). Let’s grant ourselves a little leeway and break a few eggs while we make a marketing omelet in this new world.
So don't shy away from getting after something our of your comfort zone. Whether you win or lose, the world keeps spinning. So get after that crazy idea you've been pushing off.
You know that building and selling to an audience isn’t cheap. You didn’t need to pay for a MozCon ticket to hear that, but it’s important to be reminded that people aren’t waiting around online for a brand to win their loyalty. Phil Nottingham encapsulated this feeling when he said, “The number of impressions is not the number of people impressed.”
A number of speakers today expressed renewed focus on audience building, especially through the lens of the unique health, economic, social, and civil circumstances everyone is facing today.
The Takeaway: Be empathetic and understanding with your audience. Rerun your keyword research because volumes and interests have changed dramatically in the past few months. Being quick on an SEO/paid media/content strategy for up and coming keywords in your space will be rewarded with more traffic. Now comes the fun part of turning that traffic into an audience, which was discussed today by many presenters.
Get fresh keyword and audience data, then restructure your traffic and audience source.
This isn’t a new topic for MozCon, or any digital conference for that matter, but today it matters more than it did in the past. Just within the past several months, spending and consuming habits have changed dramatically. If SEOs are working purely off keyword data that is 6-12 months old, they are missing out on huge opportunities.
Utilizing Google Trends at this time is a great place to start, and Dr. Pete took us on a journey of just how to grab that data. Who else was excited to learn about Pinterest Trends?
Many others at MozCon shared truly cool ways to collect and crunch data that give you deep and actionable understanding your audience, for example...
And don't write off knowing your own business. Heather Physioc laid down the foundational truth that before any significant marketing can be conducted, we need to understand the brand we are marketing for. Including our values and competitive edge. A good tip for defining your competitive edge is finding the collection of words that describe your businesses that end in "est" (i.e. quickest, cheapest, etc.).
The Takeaway: Your audience, along with their wants and needs, has likely drastically shifted over the last six months. If you aren't on top of those new insights, you are bleeding money. Lucky for you, there’s data out there to inform your audience strategy. Of course there’s some readily available data sources from traditional tools, but through custom scrapers and unique data pulls/crunches you can get clean data that actually informs strategy.
Make every effort to obtain audience data, build real personas, and then use those personas throughout your marketing team.
Another way to say this is to invest in your brand.
This is another trend that isn’t exclusive to this MozCon, but we’ve been saying the same thing for years. However, I think most brands are feeling this exaggerated effect given the economic hardships associated with the Coronavirus pandemic.
It was mentioned multiple times by many speakers; Capture and delight your audience, and then nurture them on your own platforms. Be it your copy, website, videos, or email.
Phil Nottingham gave a great example of this such as Uber creating Uber Presents, or Mailchimp creating Mailchimp Presents, or Wistia creating Brandwagon, a late night style talk show for marketers.
All of these projects are great examples of companies creating content for their audience. They become the media their users seek, rather than spending a ton of money to annoy users on other media platforms.
When Brian Dean started by dropping some Star Wars themed slides, he had me. But the data kept me! For example he confirmed what many have already assumed, but not with the hard data behind it. Your email subscribers are more likely to get to your content than your social followers.
Not to mention Brian's presentation also discussed specifics of how to invest in your brand. He asserts (and I agree) that marketers need to spend more time on the promotion of their content, especially when compared to how much time we spend creating it. He called for an end to the "
Generic ad copy and keyword-stuffed blog posts won’t get you far. The key to effective marketing is intentionality. Every piece of your holistic marketing strategy should be fine-tuned to target the niche of people who are most likely to convert and provide business value. A holistic marketing strategy optimized with detail is marketing worth investing in.
So what does intentionality in a holistic marketing strategy mean?
Be specific about the goals, knowledgeable about the audience, and create every bit of content with the audience and specific goals in mind.
Algorithmia provides a machine learning infrastructure that allows enterprises to be more successful in their machine learning efforts. They came to us because they are in a competitive market, up against companies like Amazon and Microsoft in both SEO and digital advertising. As a relatively young company, they knew they would need to be intentional in their strategy in order to succeed in that competitive space.
With their goals for organic traffic and leads in mind, we performed thorough site, keyword, and content audits in order to better understand where Algorithmia’s SEO stood. They had been producing content, but not at scale, and were missing the opportunity to increase their domain authority by targeting top-of-funnel keywords with new and optimized articles.
This kind of content shows potential customers and Google that Algorithmia is an authority on all things machine learning.
We also conducted audits of their previous ad strategies and took a deep dive into our target audiences to determine the best way to get the right people to convert on our ads.
After gathering data on their audience and previous marketing strategies, we put a strategy into action. While we did add new top-of-funnel content to the SEO strategy, we didn’t forget about users further down the funnel. We continued to create content that serves the needs of more qualified audiences as well. A holistic approach is key to intentional marketing.
As for digital advertising, we honed in on very specific job titles, such as VP of Engineering, Senior Data Engineers, etc. We did days of research to truly understand who our audience personas are on a human level. This research included spending time on sites and social media pages that our audience spends time on and gaining a thorough understanding of their roles, responsibilities, pain points, and sense of humor. This information allows us to truly connect with users by mentioning familiar problems they face and other aspects of their daily lives, making our ads feel less like ads. Once we understood those target customers better, we created ad copy messaging and design that was tailored just for them.
We chose LinkedIn as our main ad platform, since it is where those ideal customers were most likely to be found and easiest to target. LinkedIn’s Lead Gen Forms allow users to convert directly on LinkedIn, which provides a more direct path to conversion and simplifies the user experience. We knew that our audiences were marketing-averse and sensitive to user experience, so we were pleased to see this ad feature more than double our conversion rate.
Tracking the right metrics is just as important as selecting the right strategy. For Algorithmia’s SEO, we created a dashboard of every piece of content published, and tracked performance metrics on a micro scale. Because Algorithmia’s goals were tied to the success of the content we were creating, it was important that their teams could see the results of each piece of content in real-time.
The content we produced for Algorithmia has proved itself to be an evergreen source of organic traffic to the site. We spent the first 4 months creating content, and an additional 4 months building links, and within that time our content earned over 10,000 organic visits from Google.
For digital advertising, understanding the quality of each lead, rather than just the quantity, was critical to understanding the ROI. So, we made a point to personally document the quality of every single lead that came in. We made sure we knew where the greatest number of high-quality leads were coming from, so that we could fine-tune our strategy even more as we got more performance data.
When we implemented the highly detailed ad targeting for our personas, we achieved a 48% increase in qualified leads month-over-month and a 187% increase in weekly percentage of quality leads over 9 weeks.
The final step in an intentional strategy is to consistently follow through. In marketing, you can’t just set it and forget it. You have to continually watch for changes in performance and reevaluate results.
We continuously track and monitor keyword rankings to keep up with Google’s ever-changing SERPs and continually optimize our ad targeting, always looking for new ways to connect with our audience. Another thing to keep in mind is that digital advertising audiences get fatigued quickly, requiring ad copy and creative to be refreshed often. This also allows for testing and refining the messaging and tone of the ads.
Holistic marketing strategy should have a singular goal, serving the customer. Staying on top of changes in performance will allow you to help your company shift and change with the tides of digital marketing and bring in the best results over time.
Every business serves real people, not algorithms. And people want to feel understood.
Sure, you could employ a cookie-cutter digital marketing strategy that works for a few months, call it a success, and move on. But cookie-cutter strategies won’t get you results. Stay customer focused, stay holistic, stay intentional.
One of the not-so-secret secrets to successful marketing is knowing your audience. Arguably the best way to do this is to create buyer personas.
When we onboard new clients at 97th Floor we always ask for their existing personas, and they often shrug their shoulders and rifle aimlessly through some papers. “I think we had some made about a year or two ago,” they say. But in this age of smart digital marketing, that just won’t fly. The world needs more personas-- and better personas. We at 97th Floor have the expertise, and we’re here to make the internet a better place. So we put this guide together to help you build personas for your business that will bring in consumer insights that will elevate all of your marketing efforts and increase your revenue.
Having a good buyer persona is like having your ideal customer sit next to you while you planned their content campaign. They could remind you of what’s going on in their lives and how that might affect their connection with your ads, blog posts, social media efforts, and emails.
A buyer persona is a fictional depiction of an ideal, individual customer. Creating and applying a buyer persona helps marketers craft campaigns that feel more true and have more impact. A good buyer persona can turbocharge the understanding of your customers, leading to more traffic, higher conversions, and eventually, bigger revenue figures. Who doesn’t want that? So here’s how to make it happen.
The ingredients are simple, and the process is not rocket science. Like baking bread, you already own most ingredients—flour, water, yeast, salt—and the things you don’t already have in your cupboard are easily accessible.
Begin with a little market research. What data do you already have about your customers? What are their current job titles, responsibilities, interests? If you can, use a tool like SparkToro to find out more about what your customers care about. Ask: why would they benefit from your brand? What are their pain points and how does your offer solve them? The more research you can do, the better.
Then add a little speculation. If your persona loves running, you can assume they’ll care about running form or proper running shoes. If they’re a busy mom, you can assume they’re looking for ways to relax and save time. Some assumptions are okay, and even needed, but be sure you don’t get off track.
Once you flesh out your customer with a few assumptions, mix your research and speculation together with a knowledge of the user journey for your product or service. For instance, how do they come in contact with your brand? Will they be eager to buy or will they need a little persuasion? What appeals to them on your site?
Finally, sprinkle a little creativity on top. This is the fun part: make it a story. Be as specific as you possibly can. What is their name? What do they look like? How does an average day in their life flow? Don’t be shy, write it out. Use your imagination. The end result should be fun, spunky, realistic, and easy to remember.
In baking bread, you simply put the dough in an oven. For personas, however, you need something much more rare: objectivity. A good persona requires you to set aside what you think you know about your customers and to see what the data tells you. This is very, very difficult for most businesses, which is why it makes sense to ask someone else to do it for you. When it comes to paying someone to create a customer persona for you, the greater the objectivity, the more you will pay. Spend less, and you will have a few assumptions mixed in with your objective assessments.
However, assumptions, especially when used in the less-critical and less-controversial parts of the buyer persona, are likely a good trade off for many businesses. Not everyone needs to spend $50,000 to get something truly useful.
The personas that we build for our clients at 97th Floor are a mix of strategic assumption and objective research. We are intentional in our approach choosing where we can assume and where to use data. It might not be the right approach for every business, but it’s appropriate for most businesses most of the time.
There are three major parts to buyer personas:
As you might presume, demographic information tells us the external details about the persona. This describes the age, gender, racial identity, socio-economic details, family status, occupation, and such. We glean it from a number of sources: existing customer profiles, analytics data, competitive analyses, etc. We use whatever we can get our hands on.
When we build our personas we use a balance of assumption and evidence. Our stance is that in this area, the information that we infer is good enough for the purpose and the potential mistakes are low-impact ones. But don’t get me wrong, you shouldn’t go wild with assumptions here.
There isn’t much value in knowing that your average age customer is 37 rather than 39 or 40. But there is a significant difference in an average age of 30 instead of 45. Be careful that you have enough evidence for the correct ballpark. But don’t waste resources digging into teeny specifics if they aren’t likely to be impactful.
Remember that a buyer persona is different from a target audience. This is not a broad composite, but a fictionalized specific individual. There is value in having a target audience in mind--in knowing a range that describes the whole of your customers--but the value of a buyer persona is to clearly envision one perfect client.
The demographic information describes the external details of the individual, while the psychographic information describes her internal life. We want to know what she likes and dislikes, what makes her excited or nervous, what she reads and who she follows. This is the information that a savvy marketer will prize.
We obtain this through research into tens of thousands of individuals’ web habits. With this information, we can better predict the specific behaviors and biases of a likely customer, but also general principles that describe a lot of people. There are tools out there that will help you to accomplish this task with some confidence--just don’t forget the critical role of objectivity here. We’ve seen clients with personas that only really describe the client themselves. It’s an awkward conversation, “Since you’re just launching Bob’s Widgets, is it realistic that your persona is already a member of the Bob’s Widgets Fan Club?”
When you get the psychographic profile right, it’s almost magic. For example, our research might uncover that people who like your brand also are fans of the Chicago Bulls or the Los Angeles Dodgers. It is probably too specific to know which particular team that they root for, but it is useful to know that your audience are sports fans (as opposed to, say, fans of quilting or politics or tattoos).
Many clients we onboard don’t have personas (or have only target audience information). Others have spent tens of thousands of dollars from specialists to get personas built. These expensive ones are often very slick, visually stunning, but a little impractical. While there is a lot of good stuff in these large personas, the mental strain to use them—and to tell what is most important—is too much. So we developed a convenient method that uses our inherent human neurological strengths to make it memorable.
We tell a story.
Maybe our stories aren’t on par with Shakespeare, but we are not doing this to scratch a creative itch. We are doing this because as humans we remember stories. We also remember songs, but that seemed like a little too much. So we’ve chosen to always tell a story about our persona.
There is no new information in the story. All the data we use for the story is already covered in the demographic and psychographic sections. But when we craft it into a couple of clear, easy-to-read paragraphs to describe the character succinctly, suddenly she is easier to understand and easier to remember. Because of that memorable image, it is easier to keep clearly in mind, and thus easier to create campaigns just for her.
Critically, when we tell a story we have more of the facts in easily accessible memory. Without personas, marketers will create campaigns crafted for one or two of the most obvious customer characteristics, and they generally fall pretty flat. They’re not much better than target audience descriptions. But a good story to anchor our memory allows us to retain a fuller picture of the individual. In turn, our campaigns therefore have more depth, fullness, and richness.They are, simply, more effective campaigns.
Perhaps an illustration would be useful here. Below is a story from a buyer persona that 97th Floor made for a fitness company with unique offering for choosing your goal weight:
Sharon just had her 45th birthday and it wasn’t the happiest day. She felt like everyone there was staring at her thinking of how much weight she’d gained since her second baby was born ten years ago.
She tried to diet and exercise, but her goal seemed so distant. Plus, was it even realistic for her to lose 50 pounds when she barely had time to pee alone before one of her hungry kids found her? She wanted more direction, maybe from a personal trainer or dietician, about what her goal weight should be. But they were so expensive.
She’d tried doing her own research about her BMI and ideal weight. But those gave her wide ranges or goal weights that seemed impossible.
Do you see how this little clip from Sharon’s life makes her a tangible woman? We feel her discomfort at the party. We understand why she is the perfect customer for this fitness company. We even get excited to find marketing strategies that will help Sharon find our client’s company and feel empowered on her next birthday.
Personas that hang around in a company’s back pocket unused aren’t doing anyone any good. A successful buyer persona is one that gets frequently referenced and utilized. The team has read it, talked about it, and knows it. They know that fictionalized individual as well as they know each other. She feels real to them.
Not only should these personas feel real to your team. You should lean on them during planning and writing content. For instance, as you're sitting down to plan out Q2’s content, turn to your personas. Mention, “Taylor (your persona) has young children. During Q2 those children will start summer break. How might that affect the kind of content she wants to access during that time? How might it affect how much time she has to engage?” Use the persona’s name. There’s power in shared vocabulary. Of course “Taylor” won't mean much to those outside this team, but your marketing team should be using your persona’s names. Use the personas to tap into the daily life of your content consumers, and they will feel a more realistic connection to your company.
All of this work might seem like the buyer persona is creating extra work: compressing data into a single point, and then it has to be expanded again when doing the actual marketing. The magic of the buyer persona is that it enables, and even encourages, the marketer to work at an individual level but to have that function at a broad scope. The compress-decompress that the buyer persona facilitates will hone the edge of the campaign. In practice, if it’s done right, it can feel like a superpower.
We create personas for clients as a service, or we upgrade existing ones, but personas are only the launching pad into the deep pool of consumer-facing work. Here are a few examples of great client work powered by a marketing team that understands its audience using the processes we describe above.
eFileCabinet came to us with a goal of increasing their brand visibility. In a fairly stagnant industry, their cutting-edge technology had a hard time gaining the excitement it deserved. Our team came together to define who eFileCabinet’s customers were. Like most businesses, they required multiple personas, but one particularly useful buyer persona portrayed an accountant who was frustrated with endless paper filing and tedious office chores.
Sure, this persona is an accountant, but he was far from boring.
We looked closely at what human emotions and pain points he faced, as well as ways he might enjoy letting off steam. The answer: taking a hammer to the often-frustrating office equipment he sits in front of every day. Enter: the Rage Cage.
So they could live the Office Space dream, our team crafted an experience for an accounting conference that would give them what they really wanted — the chance to smash old office equipment. Then we connected with these individuals to introduce them to the benefits of eFileCabinet’s problem-solving, headache-reducing software. This became an award-winning campaign that brought eFileCabinet the highest influx of MQLs in a single month and 100+ closed deals. None of this would have been possible without concrete, memorable, human buyer personas.
One 97th Floor client, a data service company called Qubole, was facing a long sales cycle that they were eager to tighten. We knew that buyer personas would undoubtedly help Qubole target the most promising potential customers. So we took a closer look at Qubole’s ideal buyers and got to work.
We created a persona who was a data scientist at a growing tech business that needed to scale quickly. We got to know his pain points with bringing on a data company—including security and IT complications. Knowing this information we created a hyper-focused content strategy that was built with him in mind.
With the help of this persona sitting in the driver’s seat of our newly targeted content strategy, Qubole’s traffic and conversions skyrocketed. In fact, 97th Floor's strategy led to a 600% increase in organic traffic and a 300% increase in qualified organic leads. In addition to chopping their buyer’s cycle from 240 days to only 90 days.
As with most NBA teams, the Utah Jazz found themselves struggling to sell their summer season ticket. They came to us with a desire to increase their summer ticket sales and maybe, just maybe, they’d be able to do something never done before: sell out the entire lower bowl for the summer season. As always, we began with the audience and personas.
Because we are from Utah, we knew what a typical Utah Jazz fan looks like, and so we had a good understanding of the audience to begin with. The final version of our persona consisted partially of what we knew from the standard Jazz fan and was merged with the data we had collected about folks who buy low-cost items (like summer season tickets) via Facebook Ads. Once we had our more specific persona, building the campaigns in Facebook Ads came very naturally.
First, we fanned out our ads’ reach to a wide audience of Jazz fans on Facebook. Then, we conducted tests to see which ads were the most effective at increasing sales (this information even informed our personas to make them better for the next round). We found that segmentation, even to a non-Utah Jazz audience, and sales-focused ad copy brought in a positive ROAS, a great achievement for the low budget of their summer season marketing. Our knowledge of the buyer personas of these summer customers gave the Utah Jazz an increase in ticket sales by over 300% MoM.
As these examples show, personas are not reserved for folks in content marketing roles. Entire teams from SEOs to paid media specialists to well, everyone, should be well versed in your buyer personas because a good persona will have insights that influence every decision from every member of a marketing team.
Last week, Google announced a new set of metrics that will play an integral part in the future of Google’s algorithm called, Core Web Vitals. Google is giving a whopping 6+ months head’s up for SEOs and webmasters, and it looks like we’re going to need it.
This update will not take effect until 2021.
From Google, “The ranking changes described… will not happen before next year, and we will provide at least six months notice before they’re rolled out.”
I’ll go into it in detail later on the Core Web Vitals, but they are essentially an organized set of loadability metrics Google believes contribute to positive user experience. These contribute to the encompassing term from Google, page experience, which is core to this upcoming update.
At a glance, page experience is a set of signals that measure how users interact with a web page beyond its strictly informative elements. It includes Core Web Vitals, which is a set of metrics that measure real-world user experience for loading performance, interactivity, and visual stability of the page. Once this update rolls out, Google will be combining the Core Web Vitals ranking signals with the existing Search signals of mobile-friendliness, safe-browsing, HTTPS, and intrusive interstitial guidelines in order to create a more complete and measurable picture of the user’s on-page experience.
The focus on page experience seems to be a signal from Google that holistic SEO matters more now than ever. It’s clear that content or links alone don’t determine the ranking of a given webpage, although Google has made it clear that content still plays a vital role in the future of the core algorithm.
A good page experience doesn’t override having great, relevant content. However, in cases where there are multiple pages that have similar content, page experience becomes much more important for visibility in Search.
Content still tops the list when optimizing a page or site, but it seems page experience can solve tie-breaker situations.
Core Web Vitals are encompassed within Google’s definition of page experience. At this time, it appears that three vitals will be measured when this core update launches:
Google has made it clear that this list is not set in stone, and there could be new metrics added to this group down the line. 97th Floor will continue to give updates on Core Web Vitals as more information is made known, and we have more time to test.
SEOs have long been able to use tools provided by Google like Page Speed Insights, Google Search Console, and Chrome User Experience Report. As of last week, they have each been updated with new elements pertaining to the Core Web Vitals.
Marketing leaders need to ensure that their SEOs and development team members are properly integrated to ensure the testing, and execution of these improvements take place.
The world has at least 7 months before this rolls out, but that’s no reason to sit until that time comes. Because much of what will go into page experience will require web developers to optimize, it’s critical that SEOs begin having those conversations now to ensure they have the bandwidth for technical fixes in the months to come.
Curious SEOs have already started digging into the tools provided by Google to see how their site’s fare:
Effective immediately 97th Floor is including LCP, FID, and CLS into our site audits for all clients. Of course, Google has mentioned that the effects of these fixes will not directly help sites until the update officially rolls out in 2021, but some sites could see longer runways to rollout than others, and henceforth will require ample time to execute fixes. We recommend SEOs begin utilizing their Google testing tool of choice.
For the next six months double down on content that cuts to the heart of the user’s questions. I suggest SEOs review high traffic pages and ensure that new content conveys clear messaging and gives users a reason to stay on the page.
For example, if your web page has a chart that lists out the qualifying times for the Boston Marathon, turn that into a calculator, provide graphics that illustrate training regimens, and link to your existing articles about the Boston Marathon.
One way that you can identify the pages that could use the most attention would be to hop into Google Analytics and filter down to Google / organic pages that have a session duration that is below the average session duration for your site. This list could then be sorted by the ones that have been getting the most conversions in order to ensure you’re prioritizing the pages that will drive the most return for your site going forward.
I’d also add one last plug for SEOs to continue optimizing sites for the areas Google has called out in previous updates like mobile-friendliness, safe browsing, HTTPS security, and intrusive interstitials so that once the update goes live, you’ll be ahead of the curve on those areas as well.
As a whole, SEOs should take time with each initiative they undertake to ask themselves, “is this creating a better user experience?” Gone are the days when SEO was only concerned with acquiring links, and creating good title tags. SEOs need to appeal to the human algorithm more and more, which means they need to understand their unique audience and create an experience tailored to their needs.
As if the world needed more change at the moment, Google announced a new core algorithm update on May 4th and began rolling it out last week — completely disrupting many SERPs and websites in the process.
SEOs can expect 2-4 core updates like this one each year, but this update reaches wider and cuts more severely than most. Core Google algorithm updates can take as long as two weeks to roll out completely, but so far we’ve seen this wave begin in earnest on May 4th and hit hard again on May 8th.
The May 2020 Core Update is now rolling out live. As is typical with these updates, it will typically take about one to two weeks to fully roll out.
— Google SearchLiaison (@searchliaison) May 4, 2020
The effects of this update have been fierce, with some SEOs around the web reporting that it feels more like a penalty than an algorithm update. For some, the negative effects have felt even more insulting given the timing, but of course, where there are losers, there are also a few winners.
The impact seems generally industry agnostic, with all industries seeing fairly similar volatility rates (for better or for worse). However, while SEOs around the globe are reporting fluctuations across virtually all industries, there seems to be a concentration in the chatter around real estate, health, and travel.
There’s no shortage of findings here, but one example worth discussing is news-medical.net (and other health/medical sites), who are seeing a dramatic return to a higher status. News-medical.net is one of many sites who was hit with harsh ranking and traffic drops after Google’s Medic Update in August of 2018.
It’s also fascinating to see lexico.com, oxforddictionary.com, and encyclopedia.com as winners in this turnout given their potential for exposure based on the sheer volume of these sites. In theory all three of these sites are meeting very similar needs in SERPs, yet all three has seen drastic increases.
Perhaps not quite as surprising is seeing sites like beachbodyondemand.com and yogainternational.com leading the pack given that they have risen in popularity organically during these times of isolation.
As for the traffic losers, the theme is more obvious. Streaming, be it video (twitch.tv) or music (allmusic.com, iheart.com, and spotify.com), are all taking notable hits. This is especially strange because one can assume that (like the fitness websites above) these sites should be receiving more visits than ever during times of isolation.
While this list is far from comprehensive, it does shed light on the notable sites who have seen the largest decreases in organic reach with Google. Websites seeing negative outcomes from this update should identify competitor sites or related industry sites who have fared better, and work to determine the difference between their site’s keywords, structure, backlink profile, content quality, and overall EAT (expertise, authority, and trust) and those of the competition. This should lead to a number of actionable SEO recommendations.
SEOs familiar with Google updates know that not much official advice comes from Google when a core algorithm update rolls out.
We know those with sites that experience drops will be looking for a fix, and we want to ensure they don’t try to fix the wrong things. Moreover, there might not be anything to fix at all.
Google adds, “There’s nothing wrong with pages that may perform less well in a core update.”
With vague (and some could say, disheartening) advice like this, it’s natural to want to throw in the towel after devastating losses. But it’s important to remember that these core updates happen multiple times a year, giving SEOs plenty of opportunity to reevaluate their site’s structure, keyword targeting, backlink profile, and quality of content in preparation for the next update.
Smart SEOs are taking this time to reevaluate the on- and off-page metrics and models of their competitors who have won out their SERPs so that they can get a fresh view on what options might be most effective in regaining lost ground. As Google’s core algorithm updates mature, the fixes and actions for SEOs will become more nuanced and specific to the site and SERP, and simple advice like clean up your backlink profile, or have better EAT won’t produce the same value it did in the past.
97th Floor is searching through our client’s analytics and rankings to identify any sites that have seen a negative impact in order to uncover a discernible reasoning behind those whose rankings sunk versus those who were lifted higher. However, we haven’t found any websites with starkly negative results. In fact, most have increased during this shakeup.
This could be indicative of our holistic approach to SEO strategies over a one size fits all tactic. In addition to the above recommendations from the industry, we add that a holistic SEO strategy will beat out a fad fix in the long run every time.
A holistic SEO strategy focuses on the core disciplines of SEO:
Because our clients have fared comparatively well over this set of core updates, we believe that SEOs should be focusing on a comprehensive strategy in addition to fixing the obvious errors on their sites. This is the SEO strategy that will allow sites to weather any algorithm storm and come out strong on the other side.
If you have any questions about this update or want to chat about what we can do to help you be better prepared for the next core update, we’re here for you.
Comments or questions? Hit me up on Twitter.
Google wants to help people find the most accurate and relevant information possible, and with all the changes surrounding COVID-19 this is more true than ever. At 97th Floor, we want to ensure that SEO strategies are adjusting to the recent industry changes as well. Here’s a breakdown of some Google My Business tips, along with some suggestions for SEO strategy you can incorporate into your current digital marketing plan.
In Google My Business accounts, you will now see a new option to mark your business temporarily closed. Many businesses have been closed because of this pandemic sweeping the world, and many people are unsure of what is still operating at this time. This button is an easy way for businesses to communicate with Google (and by extension, their customers) about the current status of the operation.
The types of businesses that could benefit from this would be restaurants, event venues, theaters, or any other business that have to close its doors due to social distancing. If your business has temporarily adjusted hours and non-persistent closures, you can also use the Special Hours feature to keep your customers up to date.
Google just released the following statement regarding functionality limitations for Google My Business:
During the unprecedented COVID-19 situation, we are taking steps to protect the health of our team members and reduce the need for people to come into our offices. As a result, there may be some temporary limitations and delays in support as we prioritize critical services.
Our current focus is on the quality and reliability of information on Google Search and Maps. We want to ensure users and business owners have access to essential features like whether the business is open or has special hours. Learn about best practices for affected businesses, and what you can do to keep your customers informed.
Below is a summary of the limitations as well as what they mean for your brand:
It looks like Google is hoping to get things back to normal as soon as possible, but for now this will be the new normal.
Conferences, events, and other professional gatherings have also seen significant impacts because of COVID-19. As we try to flatten the curve, many events have changed plans to protect attendees from being infected. A new schema update allows publishers to share the status of their event with their users, without having to remove it from the event experience. Using the schema.org eventStatus property will allow you to mark events as canceled, postponed, rescheduled, or moved online. Likely those same businesses who are having to temporarily close their doors or adjust their hours should also look into using this markup for their events, where it applies. This is all outlined in greater detail on Google’s webmaster blog.
If your team can afford to invest in SEO, I’d recommend you still keep your foot on the gas pedal where possible. This is largely due to the fact that once this virus has been contained and the pandemic is over, the market/demand will return. Once that happens, you want to be sure your business is ready to take part (from an SEO perspective).
For example, if you are a niche ecommerce brand and sales are currently down, you’ll first want to take care of your people and customers. Once you’ve done that, you can pivot your organic strategy to focus more on building your brand’s topic dominance via new content. This content should address topics relevant not only to your brand, but also to the way your customers are being impacted by the pandemic. While all these pieces are gaining traction and organic strength, you can utilize internal linking. Linking from these posts to other focus pages on your site will ensure the organic momentum you’re building is being passed on to those key pages essential to your customer journey.
As an agency, we completely understand that running and maintaining an SEO campaign can be costly. And if your business has been negatively impacted by this pandemic, here are some free tools I’d recommend in order to help lessen the financial burden of continuing your SEO efforts:
Running an SEO strategy during a pandemic is challenging to say the least. We acknowledge all SEO practitioners out there who are rolling up their sleeves and getting to work even with the recent changes in the market. It’s safe to say that no one has gone through this situation before — we’re all pandemic SEO noobs. But as we all come together and make sharing information a priority, we’ll be able create a better search experience for users and our clients.
It’s no secret that we are currently living through some uncertain times. With that in mind, I thought it would be good for me to explain to our clients our level of preparation and our status during all this. This isn’t our first recession. 97th Floor was three years old in 2008 and it turned out to be a very positive, pivotal year for us and really launched us into a steady growth mode. I often felt bad as other entrepreneurial friends would ask me if I was having to lay off people and what I was doing to survive and my message was, “I am swamped and can’t hire fast enough.” However, going through that showed me that uncertainty is certain and that we should always be prepared at 97th Floor.
97th Floor has no debt. We don’t have a board of investors that are looking to line their pockets no matter what is going on in the world. For many years now, we've operated our client fulfillment teams on a specific budget that is a percentage of what the client pays us. Most of the time our teams are able to spend a bit less than that percentage on their team payroll. Instead of the company taking that difference as additional profit over the years, we've saved and built up these "buffer budgets" to withstand sudden changes in our monthly revenue. This allows us to have "bad months" from a revenue standpoint and not have to immediately lay off team members. It gives us stability to weather small storms like a client not renewing as well as huge storms like the one the world is in right now.
Because of that, we have no plans of letting anyone go due to the economic slowdown; we have never had to “ramp up” for a big influx of new clients and we’ve never had to lay off during slower months. COVID-19 is no exception. If anything, I would say we are running better than ever because our employees feel safe and secure in their jobs which is going to have an impact on the work they are doing for you.
We have been a ROWE (Results Only Work Environment) company since 2015, so going 100% work from home was nothing more than us being sad we wouldn’t get the face-to-face interaction if we wanted to. But it’s caused no issues with workflow as we were ready and equipped. In fact, last week we issued a $250 bonus per employee (even interns) to help our teams purchase equipment to better their work from home setups and to encourage what turned out to be a $25,000 boost in the economy.
We have an extensive and proactive wellness program that includes memberships to SteadyMD, a telemedicine company, enabling our employees to have access to doctors and nurses from home to make sure their families are safe and can get prescriptions and answers to their health questions. We recently added Oura Ring to our wellness program which is now in a clinical trial to prove it can predict COVID-19 and other ailments before becoming symptomatic. These two things plus everything else is another layer of security for our employees. They are not stressed, they are weathering the storm and they feel the full support of 97th Floor behind them.
Lastly, I would like to say while I am generally an optimistic person (some would say too much), I know that these times are uncertain and things are happening which are out of your control. Rest assured that your team at 97th Floor is in full effect and will make weathering this a little more positive and optimistic by providing results for your business. I would also say I learned a lot from my clients in 2008 that saw uncertain times as an opportunity to finally pass up their competitor that always seemed out of reach. Double down on email, it’s free. SEO is very cost-effective and it will pay dividends when the searches come back. Don’t be afraid to make content; we need more positive messages that have substance. It seems like we either get doom and gloom or the family reenacting Pirates of the Caribbean ride content these days. We need more and it needs to be positive. A lot of companies were started during recessions a lot of people have figured out how to thrive during uncertain times and we need to be sharing and spreading that message.
Marketing matters more now than it ever has before. If you're curious about what to do with your marketing in this landscape, we’re here to talk. We’d love to set up some time with you and one of our team members to get some ideas going. They'll run a free audit for you and offer some guidance, no strings attached.
Over the years of building 97th Floor, the hardest decisions to make were often the ones that were best for the company but not so easy for me personally. Well, today is the hardest of those decisions in that I announced to the company in our January kick off meeting that I will be transitioning from CEO to Chairman of the Board, effective June 1, 2020.
The natural evolution of 97th Floor has brought us here. I am not the best person to take it from where it is to where I would like it to go. The funny thing is that as I started to have these thoughts about a year ago, I wasn’t nervous, I didn’t feel trepidation about it. It felt right. Of course I am sad that I won’t be as involved with the people of 97th Floor. I love them all dearly. Paxton Gray, our current EVP of Operations, will be taking my place as CEO.
Paxton is the reason I have zero hesitation or fear. He loves marketing as much as I do, and he has more than proven himself in being an invaluable leader over his 7 years as an employee at 97th Floor. Wayne Sleight, our current COO and 97th Floor’s first true employee, who will be joining me on the board in January 2021, shared a story today of Paxton’s first months at the company. Paxton was new sitting in the worst possible seat (right under the Nerf basketball hoop) as an entry level employee. He didn’t let the fact that he was new stop him from getting involved, but would hash things out with Wayne and go head to head, challenging systems, processes and expectations. He has demonstrated ownership since the first day of his career. Pax is ready, and I have 100% confidence in him that he will take 97th Floor to the next level (pun absolutely intended). He will grow the company by leaps and bounds, and he won’t do it at the expense of our clients, team members, or culture. He has already been doing it out in the open--and behind the scenes--for years.
97th Floor is so much more than a marketing company; it is a living breathing thing that marches to the beat of its own drum. It was built around one idea: always do what’s best for the client. If what we do isn’t working for the client, then what are we doing? This is at the center of everything, and it has always gauged us. It’s what drives us.
I may be wearing rose colored glasses, but I believe in the power of marketing. Marketing shapes the world, it steers our collective consciousness for better or worse, and I’ve always strived to be on the right side of that. Marketing has enabled our clients to create more jobs, open new offices, launch charities, and have give-back initiatives. Marketing affects every part of our lives--from your friend posting on Instagram about her new favorite shampoo to the billboards along the highway to politicians tweeting to justify their support of a cause--, and while that can be exhausting, it can also be exciting. I truly feel every day that 97th Floor is changing the world for the better by helping our clients and supporting our team members.
I am so blessed and so lucky to have the people I have had around me my whole life. My mother and father were the best: they always supported me in my crazy ideas that changed all the time until landing on 97th Floor. They never discouraged me. My siblings have been a huge inspiration as well. We are an annoying bunch, always analyzing products and ideas. My wife, my wife, my wife: in 2004 we had twins and we were struggling and by 2005 she supported and in fact encouraged me to take the leap: quit my job and go full-time on 97th Floor. I worked in our unfinished basement in the dead of winter with my jacket on and a little space heater. I would come up in-between naps when the boys were awake and I would head back down at night after everyone was asleep. It was like that for years before we got an office and more stability. She supported me when I had to buy diapers on a credit card because we didn’t have enough in the checking account, and she celebrated when we closed a big client. She has pushed me so hard, and she is the perfect partner as I am a hopeless optimist and she is the realist that steers me in the end. My twin boys, Cove and Braxton, who are literally my best friends: thank you for inspiring me and for thinking (or at least being good at pretending) your dad is cool. In business, no one has helped me, supported me, and challenged me more than Wayne Sleight. I started 97th Floor on my own, but we wouldn’t be a formidable business without Wayne. He is truly my business partner and best friend, and we have still got a lot left to do. Thank you for not being a “Yes Man.” There was nothing I needed more.
Over the last 15 years, 97th Floor has built the foundations of what will be a legacy. We empower our 97 team members (yes, we actually have exactly 97 employees right now. That feels like it should be a sign) through trust and autonomy; we encourage the scales to be tipped in favor of life compared to work. We launched a world class wellness program that has changed lives, and we give 1% of our gross to charities and organizations that our team members choose. We love getting to work every day, we love marketing, and most of all we love our clients. Without them, we would be nothing.
I am so excited about what the future will bring for 97th Floor. I’m excited about how this change will enable the company to grow, how it will help our employees to do amazing work, and how we will make our clients even more successful. The past fifteen years have been the best in my life, and I look forward to the next fifteen -- and even fifty -- to see 97th Floor absolutely change the world.
As each year comes to an end, we all draw our minds to what’s next.
But in the twilight between today and 2020, we at 97th Floor kick off our annual #20Helps campaign. The campaign was launched five years ago with a simple challenge: Demonstrate the positive power of money by setting aside a $20 bill for good.
We love the #20Helps campaign because it allows us to fulfill our mission of giving back. Being a Pledge 1% organization gives us many opportunities to share with our local and global community. We love that we can add #20Helps to our list of charity doings!
On the fifth year anniversary of #20Helps, we thought to tackle one of the biggest problems in today’s day and age. We thought, how can we use this campaign to connect people together?
This year, #20Helps is an invitation to connect.
As the years pass us by a $20 dollar bill doesn’t go as far as it used to. But when gifted with the love and attention that only comes through a genuine human connection, $20 can impact lives.
Here are a few ideas we thought of to make the most out of #20Helps this year:
We’d love to see what you come up with! Share your story using the hashtag #20Helps and track your impact with the #20Helps app (iOS) (Android).
