B2B Website Personalization Doesn’t have to be difficult

For several years we’ve had evidence that high quality, B2B customer experiences are table stakes for businesses interested in growth. As we’ve discussed before, personalization is easier said than done. While content creation and IT can be significant blockers to getting the most out of your personalization efforts, the biggest impediment may be the data. Traditional personalization technology needs personal data that you’re not likely to have. This makes B2B website personalization particularly tricky.

Your customers have a preference

Amazon has trained your prospects and customers well. When they go to Amazon they easily find what they need and are magically guided to things that might help them find solutions to problems they don’t know they have. In short, the customer experience leaves them delighted.

Unfortunately for you, folks don’t have separate B2B brains. They come to your B2B website with the same expectations that they have in their retail lives. The bar is set high. And you’ve been working for a long time to try to meet this standard but your best website personalization efforts still seem to fall short. Why is that?

So why is this so hard? 

Most B2B website personalization systems are powered by three components: 

  1. the technology itself, 
  2. the content that will be served, 
  3. the data that decides what content to serve, who to serve it to, and when to serve it.

Let’s set aside the challenges of implementing IT and building content. While these can be daunting challenges, they’re within your control. You need to select technology that you know you can implement and manage and you have to line up your content teams to feed the beast. If you can’t do that, it’s on you.

Data. Now that’s the tricky part. Traditional personalization technology grew up in the retail space. Retail is awash in personal data so the opportunities to target, micro-target, and retarget are abundant because the data is abundant.

In the retail space prospects and customers are happy to hand over their data because there is a clear trade for value. Billing requires personal information. Shipping requires personal information. Customers share their information to get those benefits. And, for better or worse, that data is freely traded because tracking, for the most part, is so easy to do.

Nobody shares their personal information with B2B vendors. Conventional wisdom is that less that 2% of B2B website visitors share personal information on a website. That makes sense. If I’m a buyer for an technology hardware company, I don’t share my personal information with a component manufacturer when I go look at specifications on chips on their website. There’s rarely a compelling reason for me to share that information. Unlike retail, there’s no trade for value.

But the technology you purchased requires personal data. What to do? The answer is, of course, more technology.

The personal data workarounds that don’t work

There are plenty of vendors that have swooped in to help with the personal data problem so that your investment in B2B website personalization will pay off. These technologies have been called many things over the years but they now inhabit the “Account-Based Management” space.

It all started with “IP Sniffing” where these vendors used technical snooping to try and discern what company a visitor was coming from. That together with first party data they had captured, data stored in cookies, could give them a hint of who the person might be. Of course, many visitors don’t come back before their cookies expire so accumulating first party data can be tricky.

Purchasing third party data, largely gathered in the retail environment, is often less than satisfying. It might give you some insight into the person, but it gives you little insight into their professional lives. How do you target someone if you don’t know the most basic information about what they do for work and what they’re seeking?

In the discussions we’ve had with some of these vendors they admit that at best visitor identification happens 30% of the time. In the vast majority of cases that number is in the low teens. And with Intelligent Tracking Prevention (ITP) that number is only going to get worse. Couple ITP with GDPR, CCPA, and a whole alphabet soup of regulation and regression to the 2% mean seems inevitable.

But if you’ve been working in the B2B website personalization space, you know all this. The data is the most frustrating part of the exercise.

The role of anonymous data in B2B Website Personalization

The first step in solving a problem is to recognize that you have a problem. And while a higher power may not be able to make your B2B website personalization better, there is a way forward.

Anonymity has traditionally been a problem for marketers that want to target people for messages that will help engage and progress them through the funnel. B2B marketers have risen to this challenge by providing lots of opportunities for folks to share their information, primarily through gated content experiences (e.g. white papers, case studies, etc.). But those efforts are often wasted. From low conversion rates to fake data there are a variety of reasons gathering first-party data yields low results.

Gated content and similar methods are a logical response to a world in which anonymity is a problem. But what if anonymity wasn’t a problem? What if you could address anonymous visitors with very specific messages? That would be powerful. Especially for the very top of funnel folks who might not see any value for giving you good information about themselves.

In the past, the problem with making any sense out of anonymous data was nearly impossible. If was all offline modeling and incorporating those models into operational technology was, at best, difficult.

Today, AI can power through all the data you collect on your website–content, visitor behavior, search–to develop models that can predict what someone is trying to accomplish and deliver content that is compelling in the moment to help them accomplish those goals.

Our customers who have deployed our search and content recommendation technologies have found increased engagement (+139%), reduced exits (down 80%), and lower bounce rates (down 12 points) by delivering highly targeted content recommendations that engage visitors before they’re able to identify the person or their role.

There is a way to get off of the personal data hamster wheel and at the same time increase engagement and progression of anonymous early funnel visitors. Utilizing the latest tools in your technology toolbox–machine learning, natural language processing, and natural language understanding–you can derive models that help your prospects achieve their goals and, ultimately, you to achieve yours.

Curious how we can help you can stop the madness and deploy effective, anonymous b2b website personalization, for your company, and for your future? Give us a call at 862-234-0365 or drop us a line. We’re here to help.

When will B2B events return? 1 yr+ is the answer.

I created a video for SoloSegment’s homepage back in April thinking that it wouldn’t age well. It was about the fact that B2B marketers, in addition to the threats of COVID, are threatened by the fact that there are no trade shows going on. A key source of leads has vanished. At the time, I expected to have to update that come May.

I watched the video this morning and I wouldn’t change a thing. Despite the fact that we’re all more comfortable with the new way of behaving–social distancing, wearing masks, staying home–the reality of this virus hasn’t changed. It’s still out there. Sickness is still rising in some places though steady or declining slowly in others. In order to maintain this stalemate with the virus, we’re going to have to continue to be careful.

So when are things going to get back to normal?

For B2B marketers, the big question is when will events come back. It’s hard to say, but a large part of that answer will be dependent upon when people are comfortable with traveling and being in crowded places.

One hint to the answer of that timing may come in a recent NY Times article where they asked 511 epidemiologists when they were going to be ready to change their behavior on a variety of activities. What’s most relevant to us as professionals is that they say they wouldn’t attend a large event in the next year. Are regular folks going to be as reluctant to travel as epidemiologists? I don’t know but I suspect the answer is more yes than no.

So what are you to do in the interim?

As I’ve discussed in several forums over the past few months, you’re going to have to improve your digital engagement game. That means your website is going to have to be more effective than ever at capturing and progressing leads. For those who have a good digital game this likely means shifting focus and spend. For those who have neglected their digital properties, the journey may be more challenging but is doable.

Where should you be investing your time and money?

The key areas that I’d focus on are:

  • Content Marketing – everything starts with the right content. Do you have messaging on your site that aligns with the pain your prospects feel? Do those messages have clear calls to action?
  • Fully Exploiting Existing Tech – many companies have what I refer to shelfware. Great technology that isn’t being fully utilized. What capabilities do you have to increase engagement with what you already have?
  • Fill The Gaps – where you’re missing a piece in your tech stack, personalization is one common area that B2B marketers struggle with, get on that. Your prospects have high expectations that you’ll at least appear to know what they want.

Personally, I doubt I’ll be attending an in-person event of any scale for the remainder of this calendar year. That’s at least six months until I’m ready, absent better testing or a long-shot vaccine, and I may be a little more of a risk taker than many others.

We’re all going to be watching how the behaviors of our prospects and customers evolve during the coming months. But if I were to bet, I would bet that some behaviors have permanently changed. If buyers get used to evaluating products via websites and zoom meetings with sales reps the heyday of large B2B events may be behind us. Digital may finally be your primary way of engaging B2B buyers, now more than ever. Data shows that personalized content delivers greater engagement and increased leads (you can learn more about how to do that in this “Six Truths About Personalization B2B Marketers Must Know” ebook). And it’s something you can do more easily than you think.

Ready to get started?

If you’re interested in improving your website’s engagement, lead contributions, and conversions, connect with me and we’ll have a chat.

Industrial B2B marketers have an untapped digital opportunity

Industrial B2B marketing lags in digital — in some places more than others.

Some B2B companies love their tried-and-true strategy. They have always gone to market with big trade events, airport advertising, and field sales reps to follow-up on all those leads. If a client needs something, an account exec gets a call, whips out their cape and flies over to the client to solve the problem or make the sale. Industrial B2B marketing has followed these strategies for years. So, where’s the need for digital?

About Us

Who are we?

B2B personalization that drives conversions

SoloSegment makes website conversions easier using behavior-based content recommendation to improve journey progression.

Lead qualification happens online, and quality content is vital for journey progression. But your content is increasingly gatekept by Google. Prospects who do find your site enter through different channels and at different stages, they can bounce around or get stuck, they can exit back to Google. B2B businesses like yours suffer from high bounce rates and exits.

Your prospects need to find the right content at the right time so sales can progress. That’s why SoloSegment provides personalized content recommendation for your customers.

What we provide

Content discovery through behavior-based personalization

Quality content isn’t enough for your website’s ability to sell. You also need navigation that guides a customer seamlessly toward conversion.That’s where SoloSegment steps in to provide effective software solutions for effortless navigation. 

Our GuideBox technology recommends the next best piece of content for your prospects to progress their journeys. Behavior-based personalization uses your own website data to determine what prospects need before they know they need it. You can use the content you already have. We just deliver the content where it should go.

Check out GuideBox to give your prospects what they need.

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Our approach to software

AI only matters if you can see the value

SoloSegment uses machine learning and text analytics to model visitor behavior and predict what content is needed to progress a journey. Over time, GuideBox does a better and better job of improving your customer’s experience as it gains feedback from visitors. With better content recommendations, users are more likely to find high-quality information and are more inclined to convert. And with our analytics database, you can watch it happen.  

Learn how our content recommendation works.

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How we're different

Most marketing automation misses the point

  • Effectiveness. Most content marketing tools focus on efficiency: scaling marketing activity at low cost. But you need to deliver content that actually leads to sales. Our technology automatically targets the right customer with the right message.

  • Measurable results. GuideBox improves your site over time using in-depth analytics so you can prove success.

  • Easy to implement. You may already have a personalization technology. Are you using it? We aren’t here to give your IT team more work to do; it’s as simple as adding a JavaScript tag. There’s no additional work for your content team either: we use the content you already have to progress journeys.
Learn what GuideBox can do for you.
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What we value

Personalization without personal information

At SoloSegment we are ditching the use of excessive personal information. Maybe that’s weird for a personalization company, but we all know customers are increasingly wary of how their data is being used—and abused.

So we do personalization without it.

Instead of tracking personal information, we’re using on-site behavior to offer content suggestions, as well as improve website search. And the data is clear: it works.

Discover how GuideBox is carving a new path for personalization.

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Let us increase your marketing yield.

You have the content. We have the tech to make it effective. Use the data we provide to improve conversions and guide your customers to the content they need. Our solutions are a great match for many large B2B enterprises. GuideBox incorporates behavioral personalization to offer relevant content discovery.

Get connected with us. We’ll reach out for a quick conversation to see if your business challenges align with our solutions.

Our Team

Stephen Zakur

CEO

Mike Moran

Chief Product Officer

Deb Schroeder

President and Chief Operating Officer

Katie Roper

Chief Revenue Officer

Tim Peter

Senior Advisor

Angela Wu

Senior Consultant

Shamoy Baker

Software Engineer

Abdullah Noman

Software Engineer

Our Advisors

Rachel Orston

Philip Resnik

Mark Schaefer

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In 2018, MarTech Outlook named SoloSegment one of the top ten solution providers in Marketing Analytics.