Failing Forward: Unlock Hidden Insights
As marketers we are always pushing to grow, break new ground, and stay ahead of our competition. We may test a new advertising approach, a different angle on a value proposition, build channel partnerships, or realign our marketing for performance and growth.
An area perhaps less explored is when bright ideas fail to live up to expectations. Testing is a science but mostly it’s trial and error where breakthroughs come by being curious around the why-of-things, especially when results flop.
Understanding your prospects at their level and being able to communicate to their needs and aspirations is the foundation of all great breakthroughs
In a recent landing page test for Google Ads, we started to notice some common trends for expensive to market programs that had commonality among competition. Most schools were running these programs, Google search advertising was expensive and cost per leads were higher than we wanted for our clients. We were having some breakthrough success across other program landing page tests, improving conversion rates by 30% on average, so we adopted a similar approach to what we’ve called our “problem programs.” Think teenage angst.
Pages were built with a new design, rewritten, and expectations were high. To our surprise and disappointment, the tests dropped performance and increased cost per lead so we stopped the test to protect ROI.
You can go two ways with a situation like this:
- Determine that the control is the better version and carry on to a new test
- Question why performance went in the opposite direction we wanted
In many ways, conversion rate optimization analysts will forgo the failure and move on to something new. The tendency is to seek the win, which is great, but often that win or insight can be hidden in the failure.
We tend to lean in on curiosity.
Since Virtual Advisor encapsulates the stories behind a prospects’ journey, we started to dig into the data we had on those programs. We also questioned if the program value proposition wasn’t aligned with where the prospect was in their journey.
Were they already invested in the career? Were they just starting their research? Why are they inquiring now? To help answer these questions, we decided to use our form technology to trigger a seamless survey on a second step form. We then combined that data with Virtual Advisor’s quantitative and qualitative data on these programs and started to uncover some blind spots in our copywriting.
In most instances, our prospects had been thinking about the career for some time, in many cases years. The pandemic has been an interesting catalyst for many folks looking to explore a different path in their lives. The knowledge that the career path is not new to them and they have done their research prompted us to reframe how we spoke to them in our copy.
We’re currently on iteration #3 for this test and will likely have results in the new year but the point is not necessarily about the end result in this case. It got our wheels turning around leveraging our form technology and aligning Virtual Advisor user data to improve your school’s conversion rates in other ways we hadn’t thought of before exploring why our tests had failed.
Understanding your prospects at their level and being able to communicate to their needs and aspirations is the foundation of all great breakthroughs.
Any insights you can attain to further your understanding and have more meaningful conversations, online and offline, is a recipe for great things. Combine that with seamless technology to foster a supportive user experience, it begins to get really interesting.
This will be one of the sessions at our 3rd Enrollment Builder Best-Practice Virtual Conference – we would love to see you there!