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Perspectives

Drive customer connection and retention with the 3Cs of empathy marketing

Our lives and devices have become inextricably intertwined. Five years ago, mobile devices eclipsed desktops to become the platform that defines our daily routine. Mobile is our go-to for advice, assistance, and access to content and experiences. This attachment to mobile and apps turns up the pressure on brands and content companies to engage with consumers in ways (and contexts) that demonstrate a deep understanding of their needs and a genuine desire to put people first.

Fulfilling consumer demand for content that is relevant, valuable, and in no way intrusive is not a mere courtesy; it’s a business imperative. Mobile has created a strong sense of entitlement among consumers — particularly Millennials and younger generations, which are accustomed to instant gratification with a swipe or click. The outcome is an audience of empowered consumers who want what they want, when and how they want it.

Audience Appropriateness

Mobile also forces companies to obsess around what I’ll call the “appropriateness” of the how, what and when of their side of this two-way conversation taking place on mobile. In a sense, mobile has rewritten the rules of engagement. Mobile is a fiercely personal device that requires companies to ask for consent and earn trust. A major trust factor is showing that they understand and appreciate what consumers want and value most. Missing a step and delivering inappropriate experiences has negative consequences.

Recent research from Forrester suggests that companies lack the skill set- mindset required to meet customer expectations. Despite “skyrocketing” mobile adoption rates globally, the analyst firm observes that most companies “struggle to engage with consumers via mobile.” Specifically, only 32% say they have systematically integrated mobile into their marketing approach, and less than 56% say they use mobile to transform the customer experience.

Underestimating the pivotal role of mobile is everyday life represents a dangerous disconnect with business best practice. After all, mobile is not another screen. It is the screen. The 2017 Mobile Maturity study, conducted by digital media and digital marketing solutions company Adobe and based on a survey of 4,000 consumers across the U.S. and Europe, reveals that over 90% of respondents consider mobile to be their “primary device.”

The Age of Empathy

People are more connected that ever. And they also demand to be heard. They hunger for experiences that are genuine. Companies must show they listen and care, and cultivating these capabilities is at the center of Empathy Marketing.

In daily life, empathy is all about the ability to take a walk in someone else’s shoes. It’s the action of understanding and being sensitive to the feelings and thoughts of another human being. In a company-to-consumer scenario, empathy is an approach fueled by hard data and soft skills to deliver people content and experiences that are amazing, appropriate and deeply engaging.

Empathy Marketing is mobile-first and consumer-centric, wielding the unique ability of the mobile channel to deliver personally- and contextually-relevant content and experiences that move the needle. But it’s not about technology. Companies must also move our hearts, with approaches that show they listen and care. Based on nearly two decades of research and writing about engagement marketing examples and best practice, I have identified 3 approaches (the 3Cs) that demonstrate empathy and drive results.

The 3Cs of Empathetic Marketing

Cognitive

Content, context, and, now, cognitive. It’s the capabilities mix that allows companies to move from acting mobile-first (table stakes at this point, by the way) to being people-first. At its core, this approach builds on a deep understanding of the consumer to anticipate needs and requirements and pinpoint proper moments in the mobile journey to interject with meaningful and useful suggestions or assistance – or simply show presence. The input is data, but not just from mobile.

Companies that have a broad range of content assets should connect the dots in the online, offline, mobile, social, and digital ‘sessions’ that define our daily routine. These insights will allow them to deliver what consumers want (when and how they want it and on their preferred platform) even before they want it. The output is a clear flow of content and experiences that feels as if it has been designed specifically to satisfy the individual’s need-state. Algorithms help. But companies should also act human, asking questions and responding in ways that indicate they are genuinely interested in listening and, above all, learning. Communications (notifications, text and email) are careful and crafted to show companies are there for their audience and dedicated to making their lives better.

Convenient

Companies can blame the new breed of on-demand apps, such as Uber, for setting the bar high. Apps and experiences that have succeeded in reducing time, friction, and frustration have created the consumer expectation that everything should be so simple. Avoid complexity at all cost. Start with a design that reduces clicks to content and keeps what’s important in “thumb’s reach.”

However, it’s not enough to embrace design that reduces friction. Fuel interactions with deep customer connection and automation where it counts. Avoid making consumers repeat actions or input information, particularly if they already provided at an earlier stage of the journey. Build in features and functions allowing consumers to save settings, store what they have read (or want to read later), make lists, and share with their communities. Think about the actions your content is likely to inspire plan to make sure their individual path-to-action is hassle-free. This starts with a review of your landscape to identify options and partners (for example, complementary content companies and apps) essential to delivering consumers a one-stop experience.

Borrow a page from the Ubers of the world — companies that offer services from the source down the last mile to the customer — and position your content within a tight-knit ecosystem with you at the helm. For example, if you have travel content, pair it with sites or apps that allow consumers to book a hotel or trip directly from the same page in the app or on the website in the all-important moment of inspiration. Remove the wait, reduce the friction or just enable an impulse action. Whatever you do, demonstrate a laser-focus on making experiences easy and enjoyable and consumers will reward your efforts with intense loyalty.

Creative

Effective approaches move the needle, creatives move the heart. Acquire and retain audiences with the help of authentic marketing creative that shows you understand and uphold what is important to them. The right creative resonates with your audience. Making that match requires a firm grasp of data that goes beyond demographics and location. Do your research, starting with consumer studies and surveys to open the aperture of how you see your audience. Harness psychographics to understand where your audience is coming from and help you map a journey that is aligned with their lifestyles and life stages (not just the stages in the funnel). There are no blueprints. But there are valuable lessons and guidelines if you have the vision to look outside your vertical.

A great example is finance, which has seen a massive decline in consumer trust and brand love. Mobile fintech apps and startups are gaining traction with the help of approaches that show they understand what their audience want and are sincere about helping them to achieve life goals. It starts with something as simple as imagery that is inclusive. For example: showcasing women in campaigns creatives and empowering them with the feeling they can take control of their financial future. Effective assets and advertising demonstrate traits women value most (trustworthiness, dependability, and accessibility). Companies can adapt these key takeaways to power approaches that drive consumer connection and deepen trust.

As the saying goes: Actions speak louder than words. This is a connected age where consumer crave authenticity. So, companies must use everything they know about their audience to deliver experiences that address needs, anticipate interests, or simply go the distance to make their life better. Anything less shows disregard for the individual and tells consumers you’re not listening, or worse, you simply don’t care.

Innovation | Perspectives

4 things HBR has learned by experimenting with audience engagement

Defining audience engagement can feel daunting at times. In our work at Harvard Business Review, we’re looking at engagement – and experimenting to understand that engagement better – through several different lenses: What is most valuable to current subscribers or potential subscribers or social audiences? And what formats hold the most growth potential across social, text, audio, video, bots, and so on.

Here are a few things we’ve learned from some of our recent projects and experiments:

1. When doing something brand new, get (at least a few) true believers in the mix.

Like others, we barreled into doing Facebook Live videos in early 2016. We weren’t doing much live video on the editorial side at the time, but we had a few ideas about what would work and what wouldn’t. We were especially eager to try videos that allowed the experts who write for HBR to explain their ideas to the audience directly. These videos, called whiteboard sessions, put a professor or business leader or other expert in front of a camera (or, early on, in front of a phone) to talk about their idea or concept for up to 40 minutes.

We knew this format would be fairly natural to the presenters because they know how to lecture or give presentations. That gave us a constant point of quality and allowed us to focus on the engagement side: questions, comments, visuals, takeaways.

However, while we had confidence in the format, we needed to work on getting the audience to engage. We discovered the importance of enthusiastic presenters. We had a few early on on who really believed in the opportunities that live, social video offered. One of those early whiteboard experts was entrepreneur and author Evan Baehr. He immediately understood the challenges: a live audience, a social platform, and a lot of competition for your attention from other content. But his enthusiasm got the audience’s attention right away and gave us a glimpse of what was possible with this format.

That confidence in the whiteboard format has been part of what has led us produce and experiment with more than 100 live whiteboards with experts from all over the world. We’re now working on creating a larger video strategy for them.

But without the enthusiasm of people like Evan and others early in the process, we might have assumed whiteboards were a nice-to-have and not invested our time as purposefully. So, keep in mind that, when you’re trying something new, you need to make sure you have some enthusiasts in the mix. The audience can feel it when you’re not enthusiastic about a medium (especially when it comes to video and audio), which will be reflected in popularity and engagement.

2. Text interactions can be tricky.

While we often seen hundreds of comments and shares on live videos, our results have been somewhat mixed when it’s come to text-based chats.

We write about a lot of work advice that’s very personal and a lot of business trends that are important to understand. We know that connecting our audience – and specifically our subscribers – to the experts who write for us helps people go even deeper in applying and sharing these ideas.

We’ve tried text-based engagement experiments around this premise in a couple of ways. In one open-to-all experiment around an important feature piece (an article series we call the Big Idea) on inequality between firms, we invited readers to a Slack channel where the author of the main piece was going to be available for questions and conversation about his research and work. We thought this had the right combination of platform plus deep, important topic and timely relevance.

The results were mixed. While we had more than 150 readers join the Slack channel, they mostly lurked. It’s tough to diagnose why. Was the text format intimidating? Too much work? Do people really want to listen to an expert first and foremost?

We’ve also tried this type of experiment in subscriber-only settings. We’ve invited authors of HBR pieces to answer questions in a closed Facebook group for subscribers, for example. The results have often been similar. Most people lurk and don’t contribute much. We’ll keep experimenting with this type of engagement. But we may need to pair text chat with something else – like video or audio – to really stir interaction. And we need to keep considering the right platform, as well as how much people want to interact with each other instead of an editor or author from HBR.

3. Constantly test your assumptions.

A central tenet of HBR’s experimentation and innovation practice is to write down our assumptions, goals, and hypotheses. This document is shared between product, editorial, and other teams involved in the project. We then check back on those assumptions at planned intervals to understand what we should do differently, what we’ve learned, and to help gauge whether the experiment should continue.

We’ve done two bot projects, one on Slack and one on Facebook Messenger, that help illustrate how this works. When we started the HBR bot on Slack, we assumed that people would love to see our big beautiful images in their conversations with our bot. However, our UX research proved that was wrong. People just wanted to get to work advice we were offering.

We also hypothesized that we wouldn’t drive any trackable subscriptions through the bot. That was right. But we also believed in driving frequent interactions through the bot should lead them to engage more deeply with us, even if we can’t draw a straight line back to their bot experience. That engagement could take a lot of shapes: Signing up for a newsletter, following a social channel, sharing an article with a friend.

It helps to write down even your most basic assumptions. For our recent Women at Work pop-up podcast, we documented the assumption that people wanted to engage with HBR about this topic in an audio experience. For the bots, we had to test our assumptions that people wanted to consume our content in bot form (and we’re still testing whether that’s true). It seems basic, but doing these things helps your build up a store of observations that can inform your future experiment plans and pitches.

4. Be clear on asks to your audience.

Don’t take this one for granted. When you ask your audience to do something, have a purpose and follow through. HBR has had a subscriber-only Facebook group for about a year now. The editor who runs it, my colleague Laura Amico, is clear that when editors post to that group, there’s a purpose and a plan. We’re not just throwing out a “What do you think?” to that community and walking away. Instead, we’re asking that community to join us in testing advice or sharing ideas on how they’ve solved tough work problems.

We’re also opening up new channels to listen to our audience and incorporate their feedback. Our new Dear HBR: podcast answers questions from the audience about tough workplace dilemmas. It’s our newest foray into the advice space, and we’re already seeing steady growth in the number of questions being posed.

And we’re taking a fresh look at the role of article comments in this space. Laura is working on this too, and I thought I’d share part of an internal report she’s developing to help push our thinking in this area:

Comments are about so much more than what is typed into a text box. Commenters need to know how to succeed in what we’re asking them to do and they need to be rewarded for doing it. That’s true on the other side, too; editors and others working with audience development also need to know how they and the business benefit from engagement. Developing use cases for comments, promoting good comments, and sharing engagement results internally and externally are all key to maintaining the relationships.

As we move into new areas of experimentation around engagement – involving everything from email to comments to visual storytelling to machine learning – we’ll keep testing our assumptions. We’ll keep pushing ourselves to think dynamically about our audience and how we ask for their time. And hopefully we’ll make their day at work a little better, too.

Maureen Hoch is Editor of HBR.org. Hoch leads Harvard Business Review’s digital newsroom and oversees the team working on HBR’s Facebook Live videos. She played an instrumental role in the redesign of HBR.org, which has since garnered three Webbys, and she helped lead the team that created HBR’s bots on Slack and Facebook Messenger. Hoch joined HBR as Senior Editor in 2013. She has previously worked for the PBS NewsHour, the World Bank, and The Washington Post Express.

Industry-Research

How these 5 reading behaviors predict audience engagement

Digital media offers publishers new opportunities to better understand audience engagement. Using post-click measures within an article page of the client-side logging system provides insights into audience preferences and retention. Nir Grinberg, a research fellow at the Harvard Institute for Quantitative Social Science together with the Northeastern’s Lazer Lab, reports on new post-click user engagement measures. His report, Identifying Modes of User Engagement with Online News and Their Relationship to Information Gain in Text, identifies metrics that will help publishers anticipate how long a reader will stay with an article and improve the recommendation process for new content.

Grinberg’s analyzes 7.7 million-page views from Chartbeat data on seven different news publications with articles across finance, how to, magazine (longer-form), science, sports, technology, and women.

Grinberg enlists three core metrics in his study:

  1. dwell time (an estimate of the total time a user spends on a page)
  2. scroll depth (the furthest position the user reaches on the page)
  3. page interaction (the amount of interaction with the page through any form of input such as touch, mouse move, etc.).

His first step is to project the modes of behavior present in the individual page views. Then, he uses this information to predict the common behaviors of a larger audience. Identifying the modes can enable publishers and recommendation system to distinguish between different forms of reading, scanning and other lighter forms of engagement.

More Metrics

While Grinberg valued the original three metrics, he finds the information they provide limiting. His next step combines and correlates the original metrics with new measures. For example, he analyzes the proportion of an article that is visible on a user’s screen (relative depth) with how quickly a user scrolls through the visible part of the page (average scrolling speed).

Combining these two measures provides information about an overall navigation experience throughout an article. This information also allows recommendations systems to distinguish between audiences reading, scanning and other lighter forms of engagement. Based on these findings, Grinberg’s classifies reading behavior into five types: “Scan,” “Read,” “Read (long),” “Idle,” and “Shallow” (plus bounce backs for users who get to a page and almost immediately leave). This offers insight into the variety of reading behaviors and the level of engagement present when a user is consuming content.

As an example, the chart above reflects the relationship between different reading behaviors and their levels of engagement. The top right panel shows that the median article on a sports site has about 28% of page views that are scanning the article. The percentage is considerably higher than the rate of scanning in the other content categories. This suggests that people consume sports articles with a different intent, perhaps simply looking for quick games scores and/or result of a sporting event. This data helps characterize the likely user behaviors and intent of the page view and factors into content recommendations.

Information Gain

In addition to user behaviors, Grinberg identifies a measure that he calls “Semantic Information Gain” (SIG), the flow of information on a page. SIG captures how quickly an article moves toward its final point, It can be very helpful for publishers to use to see if or where a reader gets lost in an article. SIG can be highly predictive of audience engagement.

Practical and informative measures of post-click user engagement can improve recommendations of news content and enable more informed editorial decisions. Distinguishing between different modes of engagement with an article, such as scan, skim, or in-depth reading, can enable recommendation systems to better match articles with potential readers based on their engagement profile.

Advertising | Perspectives

The end of attention means the start of something better

The digital media business is finally making the shift from attention to user engagement. We see users as individuals rather than sets of eyeballs and focus on winning hearts and minds. This is a huge, ultimately positive change that will produce a much healthier media ecosystem. But it’s not going to be easy. It requires new technology, new marketing and product skills, and most importantly a change in mindset from content-first to customer-first. That means moving away from some very entrenched habits.

The first 20 years of the consumer internet, especially in media, have been almost entirely about aggregating audience. Sites seek to attract millions, often tens of millions, occasionally hundreds of millions of people, with all those eyeballs “looking” at billions of banner ads. That focus on big, unidentified, often undifferentiated audiences made it possible for media companies to take the existing ad models—based mostly on audience size—and adapt them pretty easily to digital. Yes, there were significant creative and technical challenges in making that shift—learning to create digital stories and to sell and serve digital ads. But fundamentally the model itself didn’t change much.

The relationship with the audience was still largely a one-way, anonymous relationship, despite the new ability to engage directly, to measure behavior and to learn more about that audience. Most media companies were shortsighted, opting to avoid friction-inducing roadblocks like registration in order to maximize unique visitors, pageviews and ad impressions, missing a chance to develop a direct relationship with readers.

The end result: massive harvesting of user data, ad-cluttered sites powered by the ad tech Lumascape, “recommended for you” widgets, ad fraud, and ultimately unhappy, ad blocking users.

Signs of the attention model’s collapse were everywhere in 2017—from Google and Facebook gobbling up most of the ad revenue and virtually all of the growth to Mashable’s fire sale to big ad revenue misses at Buzzfeed and Vice. It became clear that advertising alone is not enough to support quality media.

Finally, media companies are taking action. In November and December alone, The Atlantic, Business Insider, and Wired launched paid products and the New York Times reduced its free story count. More is certainly coming in 2018, especially following Facebook’s pivot away from publishers, and the likely change in publisher audience strategy.

But simply launching a paywall, adding affiliate links or announcing an event series isn’t enough (hello, Buzzfeed). That’s just throwing new revenue streams up against the digital wall like spaghetti. There are four essential elements required for success in the new user-engagement era of digital media: customer knowledge, product strategy, enabling technology and marketing skill.

Let’s dig into each in turn.

Customer knowledge

In the attention era, media companies didn’t need to change their fundamental model. We could still follow an editor-first content strategy—writing about what editors thought was important or interesting. And the ad tech revenue stream didn’t require any understanding of who was reading beyond some basic demographics. Yes, there were audience analytics, paying attention to SEO trends and later social traffic. But the starting point was always what WE thought was interesting. We didn’t truly know our customers. In the user engagement era, understanding the reader (or viewer) has to come first. Whom are we serving? What can we learn about them? What do they need to live their lives, do their jobs or be entertained? Then we can apply editorial and product creativity to serve, surprise and delight them with great products and stories they didn’t know they wanted.

Product strategy

Once you know your customer, developing the right product to serve them takes more than creativity. It also requires focus, experimentation and iteration. In product management terms, it’s “finding product-market fit.” Focus means keeping your eye on the customer you’ve identified when deciding what product ideas to pursue and rejecting ideas that aren’t a fit for those customers. Experimentation and iteration go hand-in-hand. Buildenough of the product to test it with your customers (or at least a few of them), see what works and what doesn’t, and iterate to make changes and improve the product. This method will apply across multiple dimensions of product and business decisions—from editorial and product focus, to features, to pricing. It’s also an ongoing process, continuing even after achieving success.

Technology

While there has been a massive investment over the past 20 years in ad tech, there’s been relatively little investment in software and services to understand and engage with users as individuals, to measure behaviors like loyalty and conversion to repeat usage. Driving user engagement and powering consumer-paid content requires a robust technology platform that provides measurement and reporting, customer messaging, content gating rules, entitlements, and payment processing. Moving forward, machine learning will be a powerful tool for anticipating which users are most likely to become loyal and ultimately willing to pay.

Marketing skill

It’s become conventional wisdom among media business observers that—through his often disparaging tweets—President Donald Trump deserves a lot of credit for the recent success driving subscriptions at The New York Times, The Washington Post, and other media companies. The follow-up question is often “What happens when the ‘Trump bump’ fades?” Piano’s CEO, Trevor Kaufman, points out that’s a pretty limiting way to look at it. No one asks, “Will consumers pay for Nike shoes?” the way media pundits ask “Will people pay for journalism?”

The problem is that most media companies don’t know how to think like product marketers. They generally don’t have the skills in house, haven’t got the tools available and aren’t building marketing into their business plans and P&Ls. So, once you understand your customer, create a compelling product they’re willing to pay for and have the technology support. The last element to put in place is the ongoing marketing plan to drive customers through the engagement funnel. Then Google and Facebook transform from behemoths with the power to slash your audience and destroy your business into just another channel for marketing your product.

The ultimate vision is a healthy media market based on true relationships with known customers. For publishers, creating products that meaningfully connect with a loyal audience will unlock multiple revenue opportunities—whether consumer-paid products, events, merchandise sales or even advertising based on that real customer connection.

Advertising | Innovation | Perspectives | Revenue

Key themes from the 2018 DCN Summit: trust, experimentation, diversification, and healthy paranoia

Strategies for differentiating their premium news and entertainment companies in an environment of disruption, trust issues, and monetization challenges were the focus of the annual closed-door members-only Digital Content Next (DCN) Summit held Feb. 8-9 in Miami, Florida.

DCN CEO Jason Kint updated attendees on consumer privacy, net neutrality, and press freedom policy initiatives. He said that pressure on platforms will increase this year and that advertisers will seek greater transparency. Kint cited findings from DCN’s new Distributed Content Revenue Benchmark Report, which found that publishers only garner 5% of their revenue from social platforms. However, he also touched upon the growth in paid content, on-demand video, and promising signs of sustainable advertising models.

Trust

For the digital media industry, Trust has reached a crisis level, Kint said. He and other speakers throughout the event pointed to the 2018 Edelman Trust Barometer, which reveals a low consumer perception of the media, platforms, and advertisers—particularly around digital.

An absence of trust has been a driving factor toward regulatory scrutiny in the U.S. and abroad. It has also profoundly affected digital advertising, one of the mainstays of the industry. Kint applauded DCN members for embracing DCN’s new tool for rebuilding trust: TrustX. The cooperative private programmatic marketplace serves as a collaboration platform for marketers and publishers to create innovative advertising solutions that drive measurable value and improve the consumer experience with confidence and safety at scale.

Kint was far from alone in extolling the importance of trust in the digital content marketplace, however. Fatemeh Khatibloo, principal analyst at Forrester Research cited the building blocks for trust, which include integrity, competence, transparency, privacy, and data security.

David Sable, Global Chief Executive Officer, Y&R, noted that trusted brands employ honesty, environmental sustainability, and kindness. He also pointed out that millennials are keen to identify trusted news sources. Building trust starts early, according to Sean Cohen, president, International and Digital Media, A+E Networks, citing how brands such as the History Channel have become a trusted source for students.

Brian Stelter, Katy Tur, Arianna Davis, and Jorge Ramos

While Edelman’s barometer noted a five-point jump in trust of journalists, a social media-weaponized world has given way to readers and viewers expressing anger, often anonymously and without consequences, as vividly reported by a panel of journalists— Arianna Davis of Refinery29, Jorge Ramos of Noticiero Univision, CNN’s Brian Stelter, and Katy Tur of MSNBC Live.

Brand Quality and Context

People won’t pay for brands that don’t focus on quality, noted Andrew Essex, former CEO of Tribeca Enterprises and Droga5 [pictured, top]. Quartz President and Publisher Jay Lauf also emphasized value-based selling over commodified volume selling.

Context is critical, he said, adding that marketers “are terrified” about ads appearing on an exploitive YouTube video or inadvertently funding fake news on Facebook. And Hearts & Science research on negative reach confirms advertising appearing next to content a consumer finds offensive does more harm than good according to the agency’s president Zak Treuhaft.

Sean Cohan, President, International and Digital Media, A+E Networks & Jason Kint, CEO, Digital Content Next

And, in a world dominated by memes and disembodied news delivered via social platforms, “Context is king,” according to Sean Cohan, President, International and Digital Media, A+E Networks. For example, he pointed to the History brand’s increased emphasis on providing a larger historical context for today’s news, such as the history of sports figures’ involvement in political protests.

Disruption and Opportunity

Disruption has led to a competitive marketplace imbalance as DCN member companies try to transform their business models, as Kint noted. At the same time, disruptive technologies, such as voice assistants, can create significant opportunities.

Loren Mayor, COO, NPR, spoke of the station’s mission to connect with people through storytelling journalism and is using on-demand audio and podcasting to enhance audience growth and engagement.

Smarter use of data and respectful personalization were subjects that came up in a number of conversations and presentations. More-informed data will help drive value, according to Lou Paskalis, SVP, Enterprise Media Planning, Investment and Measurement Executive, Bank of America Merrill Lynch.

Marcus East, EVP & Chief Technology Officer, National Geographic

Marcus East, EVP, Product & Technology/CTO, National Geographic, said that successful brands create personalized experiences and help consumers save time and money, create emotional connections, offer life-changing elements, and promote positive social impact.

That said, in today’s uncertain digital environment, the hallmarks of reputable journalism have reemerged as critical for consumer trust and attention.  Michael Anastasi, VP News, USA Today Network, Tennessee pointed to importance of the Indianapolis Star’s investigative coverage of U.S. Olympic gymnastics doctor Dr. Larry Nassar, which stands out in a time of local news outlets’ survival uncertainties.

Anastasi said that USA Today leverages its local/national symbiosis on to inform some of its stories. He cited the brand’s coverage of the opioid crisis across all platforms—and with national, local, and individual ramifications. The comprehensive coverage was made possible through a sponsorship from BlueCross BlueShield of Tennessee.

In addressing financial sustainability in non-profit journalism, ProPublica President Richard Tofel noted significant growth in donation-based revenues since the 2016 U.S. presidential election. The non-profit model seems to be working for ProPublica as Tofel said that they launched with a staff of 25 nine and a half years ago and now number more than 100.

Diversification and Monetization

Ed Davis, EVP & CPO, Advertising Products, Fox Networks Group

Unsurprisingly, revenue was a key topic at the Summit. And while advertising remains a critical focus, diversification was a dominant theme. In all aspects of monetization, good consumer experience and engagement were essential. As Ed Davis, EVP & CPO Advertising Products, Fox Networks Group put it: “Attention is currency.”

Maggie McLean Suniewick, President, NBCUniversal Digital Enterprises & Tracy Corrigan, Chief Strategy Officer, Dow Jones

Maggie McLean Suniewick, President, NBCUniversal Digital Enterprises, showed off the many ways the company’s Olympic coverage is tapping into a wide range of platforms to engage target audiences wherever they might be. Bloomberg Media’s initiatives include global partnerships that help it transcend the competitive U.S. market according to Scott Havens, Global Head of Digital, Bloomberg Media. And The Washington Post has launched 15 products specifically designed to engage consumer interaction according to Jarrod Dicker, The Post’s VP of Innovation and Commercial.

The History Channel is leaning into new platforms and partners with The New York Times on stories and photo spreads. Sean Cohan, President, International and Digital Media, A+E Networks said that the company is seeing doubled social engagement, significant newsletter interest, and substantial boosts in YouTube video revenues.

Marty Moe, Vox Media President, said his company focuses on finding ways to grow quality, scale, and audience across its eight brands while retaining relevancy on each platform. However, diversification brings challenges such as tracking and measuring performance on multiple platforms, noted Christy Tanner, EVP & GM, CBS News Digital CBS interactive.

Dr. Jens Mueffelmann, CEO, Axel Springer Digital Ventures GmbH, President, Axel Springer USA, said his company’s success in global acquisitions is based on later-stage investment, development and partnership. While its successful classified ad profits have stunned critics, Mueffelmann urged companies to “stay paranoid” and continue to keep a close eye on emerging digital technologies and players.

On the heels of the news that The New York Times added 157,000 digital subscriptions in the 2017 fourth quarter, pushing its subscription revenues – which comprise 60% of overall revenues – to more than $1 billion, COO Meredith Kopit Levien encouraged everyone to get into the subscription business. It’s important to understand what drives subscribers, she said. For The New York Times, it’s the resources to create better original content, including 250 daily stories, a popular crossword puzzle and a cooking app, she said, noting “our strength is as a brand.”

While challenges in trust, brand quality, disruption and diversification continue to throw roadblocks up in the news and entertainment industry, Kint emphasized that for DCN members, there is strength in numbers, citing The New York Times’ subscription victory as a victory for all DCN members because of what it symbolizes for the industry.

At the core, DCN members are focusing on what they do best and continue to innovate and experiment in order to best serve audiences.

“All of our members have a direct and trusted relationship with your audience and with your advertisers,” Kint told the packed conference room. “They come to your brands because they know what they’re going to get when they give you their valued attention or valued advertising dollars.”

Industry-Research

From clicks to engagement: The enhanced art of writing headlines

What makes a great headline, and why? How can headlines make the casual skimmer stop and read? While much has changed in media’s shift from print to digital, these fundamental questions haven’t. Editors and writers correctly describe headline writing as an art — but with all the technology out there, there is a scientific way to put evidence behind that art, and help publishers grow their engaged readership as a result.

Changing behaviors

Reading, scanning, skipping, sharing – our reading behaviors have changed dramatically in recent years. Chartbeat data shows that on average, only around half (55%) of readers who click through to content actually read what they land on.

The context of headline writing has changed as well. Media objectivity, which involves writing factually true and balanced content, is sometimes at odds with the goals of social media marketing, which values metrics like shares, likes and clicks. Increasing readers’ engagement with content can align objectivity and editorial integrity with the need to grow audience in a world where more than half of traffic to publisher sites is driven by platforms like Facebook.

However, publishers can support those better reading behaviors. Recent Chartbeat research shows that despite our changing reading and writing habits, there are scientific ways to improve the likelihood that something will get read.

The role of language and technology

In an analysis of around 100,000 headline tests and 250,000 individual headlines, we examined linguistic traits of successful and unsuccessful headlines and found that language really does matter.

What we see is that words like “what” and “where,” as well as numbers, quotations and superlatives (like best and worst) lead to more readership, whereas using question marks or time references can actually hurt. Interestingly, short headlines actually have a negative effect on readership of content as well, whereas notably longer headlines have no effect.

In a separate study, we also looked at the impact of headline testing technology and its ability to improve the number of visitors who read for more than 15 seconds. What we found surprised us. In a comprehensive evaluation of headline tests that use Chartbeat’s multi-armed bandit testing model, we discovered that alternative headlines – ones that, without testing, would never have seen the light of day – outperform the original roughly two-thirds, or 62% of the time. That means most headline writers only get headlines right the first time for 38% of stories.  But technology can vastly improve these results.

A headline should not only entice readers to click and see more; it should drive consumption of a story. Of those 62% of stories, the alternate headline saw on average a 78% lift in traffic. It also led to a 71% lift in readership, measured by quality clicks: visitors who spend more than 15 seconds or more of engaged time with an article.

The bottom line

While gut instinct around language matters, technology can enhance that ability to find the right fit between content and audience. This, in turn, can dramatically improve engagement with content.

These days, publishers wear many hats. They have to write, edit, promote, monetize, optimize and grow quality audiences. The good news is that science — both in terms of predictive modeling and engagement-focused technologies — can help us improve the imperfect art of writing so we can better connect with readers and, ultimately, with each other.

Perspectives | Revenue

The subscription discussion we should be having

If 2016 was the year of the platform, 2017 is the year of the subscriber.

Amid a backdrop of political change, wavering trust in government and media, and the rise of fake news, subscriptions are up among the largest U.S. publishers, proving that consumers value high quality journalism. According to Pew Research, the numbers show that in 2016, The New York Times added more than 500,000 digital subscriptions – a 47% year-over-year rise, and The Wall Street Journal added more than 150,000 digital subscriptions, a 23% rise. Even Facebook recently announced that it’s building a feature that would encourage readers to subscribe to news publications, in response to publisher interest.

And this trend isn’t going away. According to WAN-IFRA’s 2017 World Press Trends report, understanding paying commercial models is the number one priority of publishers this year, particularly as audience revenues surpass advertising revenues among global newspapers.

While the industry rightfully focuses on growing new subscribers and experimenting with business models, the discussion should not end there. What we’re not talking enough about is that subscribers are a distinct audience. They engage with your content in a different way and are loyalists in a different way. Understanding these differences is where publishers will build their revenue strategies to take their businesses to the next level.

Subscribers are Unique

No one will pay for content that doesn’t repeatedly engage them.

Loyal readers, which on average account for the majority of pageviews across all channels, have time and time again proven to be your most valuable as they consume more of your content.

And what is that link between loyalty and subscriptions? Active engagement. A recent report by the MIT School of Management, Turning Content Viewers Into Subscribers, presented the Subscriber Ladder of Participation as an illustration of reader lifecycle. Rather than thinking of your reader journey in a passive way, it encourages you to build your strategy around action: moving readers from Anonymous to Subscriber by encouraging them to act.

MIT School of Management’s Subscriber Ladder of Participation

And this active participation is central to Chartbeat as well – our research has shown that analyzing and optimizing the reader experience around engagement patterns as opposed to just empty pageviews drives returning visitors, motivating users to proverbially ascend the ladder towards subscriptions. Subscribers are loyalists who engage with your content in a unique way, and understanding that engagement is key to driving more loyalty.

As Kritsanarat Khunkham from Die Welt put it, “Our whole subscription model is based on returning visitors—they’re essential. You can only turn users to subscribers when they’re returning. I’d rather have 500 returning visitors than 5,000 one-time users. They’re [the ones] who appreciate my work, who trust my brand.”

Besides the simple fact that returning visitors increase ad impressions, they also represent a crucial point in a publisher’s subscription funnel. Every new visitor is a potential subscriber, but — to put it bluntly — no one will pay for content that doesn’t engage them.

Subscribers are Ideal

Once you’ve engaged your subscribing audience, you need to focus on keeping them and getting more. To do this, you need to study how they engage and drive like-behaviors in your loyal/returning audience to turn them into subscribers.

Khunkham notes that often, their consistent eye on data uncovers what topics their audience is truly interested in. This justifies expanding coverage in those areas, often areas they might not have expected. “Sometimes [our audience is] more interested in political news than we expected, and we have such potential for [an audience] who reads seriously,” he says. “When we can prove to [journalists] that readers engage with their meaningful work, it motivates them.”

In other words, publishers need to start thinking about taking their data past the point of conversion. Once a reader has subscribed, are you continuing to dig deeper into their behaviors and deliver the content that they have demonstrated a complex interest in? Discover not only what content your subscriber communities engage with, but think of subscription status as another lens to evaluate all of your editorial strategies — from social media channels and platforms, to devices and portals, and even relationship-building campaigns.

At the end of the day, understanding new visitors and their journey to return is important, but garnering deeper insights around how subscribers engage with your content differently can unlock durable retention and growth strategies for publishers across the board.

Terri Walter, the Chief Marketing Officer of Chartbeat, works every day to ensure that publishers and newsrooms have the tools and insights they need for quality content to thrive. A digital marketing veteran of 20 years, Terri has worked over the course of her career to position high potential brands and spearhead thought leadership in media and analytics at companies including DoubleClick, Razorfish and Microsoft Advertising.

Industry-Research

A fan-centric formula is a must for the media businesses today

According to PwC’s annual report, Perspectives from the Global Entertainment and Media Outlook, today’s entertainment and media companies must be “fan-centric.” And to remain competitive, they must use technology and data to attract, retain, and engage consumers. Content and distribution remain important factors in monetization and healthy survival rests on a positive user experience. Businesses built on occasional and noncommittal visitors are not likely to succeed.

PwC’s guide to a fan-centric approach:
  • Know your fans
    Understand what drives fan loyalty for your brand. Analyze and know the value of different audience or user segments.
  • Increase your business agility and flexibility
    Ensure business flexibility to respond faster to new user preferences, new business models, and new technologies
  • Monetize your fan relationship
    Build brand extensions to create new revenue opportunities among your passionate fan base.
  • Adopt a user-/fan-centric focus
    Super-serve fans and compete in the direct-to-consumer marketplace. Build an end-to-end user experience that includes customer acquisition and retention, personalization, customer service and billing.

PwC also reports that most of the traditional entertainment and media industry, TV advertising, B2B content, and cinema, will decline as a share of the global economy in the next five years. And while digital video and advertising show growth opportunity, it’s at a decelerating rate. In addition, several new content and entertainment businesses — music streaming, e-sports and virtual reality — are just ramping up of which the latter two are not yet mainstream. Therefore, consumer consumption and spending on media and entertainment will not outpace the GDP.

Today’s marketplace presents numerous challenges for media and entertainment businesses. They must manage their current delivery platforms and experiment with new distribution platforms and revenue streams all while remaining consumer-focused across all platforms.

Industry-Research

The new speed of mobile engagement

Does improving page load time positively impact readership?

Google’s Accelerated Mobile Pages (AMP) project was launched in February 2016 to address both the increasing bloat of web pages and the subsequent consequences of a diminished user experience for readers, publishers, and advertisers. By creating a platform from which media companies could publish clean, streamlined versions of their articles, AMP promised to speed up the average page load time and make it easier for visitors to stick around and read their content.

But how does it deliver on this promise, and what is the impact on consumer engagement?

The Effect on Publisher Traffic

Chartbeat pulled actual consumer behavior data across 360 sites using AMP and FIA from June 2016 to May 2017. Our research shows that, while usage rates and the subsequent number of articles consumed on each platform differs, it turns out that both AMP and FIA content have been receiving larger and larger shares of publishers’ mobile traffic, and at fairly equal rates. As of mid-May 2017, a typical publisher who implemented AMP saw 16% of all mobile traffic on their AMP content. Comparatively, publishers with FIA saw 14.8% of all mobile traffic on FIA content.

The Need for Speed

These days, web experiences are all about speed. Almost half (47%) of consumers expect a web page to load in 2 seconds or less. Even more significantly, 40% of people abandon a website that takes more than 3 seconds to load, meaning they never reach the published content at all.  So how are AMP and IA optimizing page load times?

Chartbeat analysis shows that AMP loads roughly four times faster than the standard mobile site experience, and Instant Articles load even more quickly. In fact, 88% of Instant Articles load too quickly for us to even register a load time. Now that’s fast.

This is a big deal, and proves that both initiatives are delivering on the promise of providing a much quicker load time to improve reader experience. And publishers are seeing the effects — with less time spent waiting for pages to load, consumers have more time freed up for engaging with content.

Better User Experience, More Engaged Readers

With so many distributed ways of finding content and such short consumer attention spans, every second counts. So how does AMP stack up?

Chartbeat’s data shows that readers engage with AMP content for 35% longer than standard mobile web content. They spend an average of 48 seconds with AMP content vs. 36 seconds with mobile web content when coming from search. The fact that readers are engaging for so much longer than they normally would suggests that user experience really does matter in catching and holding attention.

The Future of High Speed Mobile 

One big question still remains: Will publishers continue to scale their efforts and should these high speed platforms become the mobile industry norm?

While the increase in engaged time for publishers who have adopted both AMP and FIA are compelling, the jury is still out on whether the end justifies the means. The numbers here demonstrate that consumers clearly value these optimized mobile experiences and this may just be the evidence we need to validate their potential. However, larger questions still remain around each on both publisher value and quality.

As publishers continue to use these platforms and readers continue to react, it will be interesting to see how AMP and Facebook IA evolve in the future – possibly in two completely different directions.

At the end of the day, visitors deserve a fast, clean, enjoyable reading experience where they spend most of their time – on mobile. And publishers can benefit from a more effective mobile environment where they can distribute and monetize content and scale their success. But at what cost? How can we make this win-win?

John Saroff is Chief Executive Officer of Chartbeat, a leading content intelligence platform used by more than 50,000 of the world’s top media properties in over 60 countries. He has worked on the cutting-edge of media and technology for 17+ years, setting the daily operations and business development agendas of companies as diverse as Google, NBC-Universal and vente-privee. John received his undergraduate degree in History from Haverford College and a joint degree in Law and Business from Columbia University.

Perspectives

A numbers game: Audience and measurement dominate publishers’ social distribution strategy

Today’s myriad content delivery channels and platforms pose formidable challenges in terms of content strategy. Building an audience and understanding the value of that audience tops the list of issues for many publishers. That’s where social strategy and audience development come into play.

Audience development and social strategy teams vary in size and composition. However, almost uniformly, they are charged with attracting an audience via social media. Sometimes that means simply building brand awareness. However, most of the time, the goal is to attract audiences to content on a website or in an app—regardless of where the consumer may have discovered the content in the first place.

But even trying to figure out exactly where and how to publicize content has become tricky with so many social media channels to choose from. Media outlets work hard to keep up with the latest ones, while leveraging their limited resources efficiently. It’s often a balancing act, and it’s not always easy to figure out where your audience is going next.

Team Building

When it comes to audience development teams, managers aren’t necessarily looking for someone who has a big presence on social media. Instead, they are looking for a broader set of skills that fits in with the overall objectives of the particular media outlet. That means understanding the content and what will get people to engage with it.

Raju Narisetti, CEO of Univision’s Gizmodo Media Group sees the audience builder’s job in fairly basic terms. It is essential that they “Have a keen sense of our brands’ sensibility that can then be translated and reflected in that site’s social presence, understanding of how to engage and grow audiences, and a willingness to try new approaches.”

Ryan Kellet, director of audience for the Washington Post social media team, says he generally doesn’t care how overtly active someone may be on social media. He’s not looking for the person with the most followers. “For the audience development team within the newsroom, I only hire journalists, not marketers. If you are a marketer, that’s not what I’m looking for,” he said.

Finding the Audience

The teams work differently across outlets, but (unsurprisingly) the job is generally focused on driving traffic to the content and building brand awareness. The real trick is deciding how to divide up the work across the team and where to publicize the content for the best results.

Helen Havlak, who is engagement editor at The Verge, where she oversees audience growth and distribution strategy, says her social media team uses an on-call system. The editor on call is responsible for reviewing every article before it goes out, checking the headline, the image and even the URL, making sure it’s all putting the article in the best social media light. When not on call, the other editors check analytics, plan social coverage for future events, create Snapchat or Instagram stories and run engagement experiments. Havlak says this keeps everyone involved. And, because the job always varies, it also keeps anyone from getting bored doing just one thing.

The other issue is trying to decide how to allocate people to new social media platforms as they emerge. Narisetti says that at Gizmodo Media they have to make sure a new platform is right for them before even trying it, and they don’t jump at every new shiny thing that comes along. “There isn’t an inherent, defensible first-mover advantage of jumping feet-first onto a new platform when existing ones are still ripe for mining.” He says it comes down mostly to how to best allocate a limited set of resources.

A Numbers Game

Of course, the advantage of using social media platforms to build audience is precisely that you can measure the impact of your work. But even that isn’t always as simple as it sounds.

The Washington Post’s Kellet believes that what you’re measuring is specific to each platform. “We try to be as smart as we can. If you start doing platform comparing at the same time, you can get an apples-to-oranges situation. What does a view mean in the context of a particular platform? You want to be careful when comparing across platforms,” he said.

The Verge team looks at metrics differently. “When comparing across channels, we boil everything down to a “content view” so we can easily look at Facebook Instant Article views, Flipboard flips, Instagram Story views, newsletter opens, etc. in one place. However, because that doesn’t account for the relative ‘value’ of different channels, we also look at engagement metrics like time on page and minutes watched,” Havlak explained.

Narisetti says for him, it’s pretty simple. It’s about “growing engaged social audiences [and] bringing audiences back to our own platform.”

These teams work with content creators, and ideally the individuals who make up the team have a deep sense of the content, allowing them to distribute it appropriately across platforms. Gone are the days, where you threw out some content and hoped for the best. Media outlets have very clear strategies for building audience and dedicated teams to help them achieve their goals.

Perspectives | Revenue

Media brands with superfans most likely to succeed with digital subscriptions

Leaving this year’s Digital Content Next Summit in New Orleans, I was struck by how much of the conversation revolved around media companies moving from an advertising-supported model to a subscription-based model. There was a lot of healthy debate around the optimal types of brands and level of scale required to succeed in this transformation. Everyone wants to know what the best offering is and what types of content are best suited to capture subscription revenue.

One variable not discussed as deeply was the value of passion. Ask yourself: How passionate are your fans about the topics you cover. How passionate are they about the media brands themselves? The answers tell you a lot about your odds for success.

Passion Play

At TEN, we believe our passionate fan base is a key success factor in transitioning from a legacy publisher business model to a direct-to-consumer business with multiple revenue streams, including subscriptions and events. Let’s start with how we quantified how passionate our fans really are.

We partnered with market research specialists GfK to try to put a monetary value on our fans’ passion and influence. GfK’s proprietary study told us that our fans are two to five times more valuable than the national average in terms of buying power and buying influence across auto, action/outdoor, and home tech—our core content pillars.

We have built trust with these fans and through years of covering their passion and being a market leader in that particular space. Brands such as Motor Trend, Hot Rod, and Surfer go back decades as the respective bibles of their categories. Our job has been to leverage that brand trust and deliver great experiences on new and evolving platforms. In many cases, the business model is free with ad support, paid, or a combination of both.

Ready for Action

And now we are seeing it come together. Strategy is meeting up with execution. Looking at social, our auto reach is more than 106MM with an average age of 27. They are the greatest collection of millennial automotive fans in the world—an unexpected position to be for a legacy publisher reinventing itself in the new media landscape. Passion produces engaged fans. And that engagement provides a bridge to monetizing these fans in a variety of ways.

When we talk about original content and digital video, the story is even stronger. Our Motor Trend YouTube channel is ranked number one in the U.S. by Tubular Labs in every category they track, from subscriber monthly views and cross-platform views to engagement rates. This translates into revenue through pre-roll and ad-supported sponsorships and integration into our programming.

In our events business, we’ve gotten 30,000-plus fans to attend Roadkill Nights, an extension of our original video series of the same name. This past summer, Roadkill fans got to drag race down the iconic Woodward Avenue in Detroit. The show’s host, David Freiberger, is now (much to his chagrin) a genuine social media influencer, mobbed by autograph-seeking fans at every event, some bearing Roadkill tattoos.

That kind of success is what created the optimism around our original content and our SVOD service, Motor Trend OnDemand, which we launched in 2016. Today, you can find our shows and SVOD service on Amazon Prime Video, Netflix, Roku, Apple TV, iOS, Android, and Chromecast. Hundreds of thousands of people engage with us there each month on top of the millions who watch us on YouTube and Facebook Live. Most important, they care enough about this content to pay for it.

The Passion Grows

This passion and viewership is further amplified through our existing media footprint. We use our social channel, sites, magazines, and events to drive viewership, subscription, and engagement—often in real life. Moving forward, we expect to add more affinity models, where we bundle the SVOD, print, events with exclusive experiences to surprise and delight our fan base.

All this leads us to encourage our media peers to monetize their consumers directly. This means focusing on the brands and properties with the highest engagement metrics, most passionate level of fandom, and the kind of content opportunities best suited for today’s consumption platforms of choice: on-demand digital video and social. If you do that, passion will beat scale every time.

Scott A. Bailey serves as President, Automotive, for TEN where his primary responsibilities include enhancing the relationship between the Automotive Group’s brands and its audience, leading the continued development of TEN’s digital businesses, and improving its customer offerings by expanding its media platforms. Scott is a two-time nominee and Emmy Award winner for his work in advanced media technology and brings decades of digital and publishing experience to TEN .  He came to TEN from Synacor, Inc., where he served as Chief Operating Officer and was part of the management team that took the company public in 2012. Before Synacor, Scott served as Senior Vice President at Comcast Interactive Media, and prior to Comcast, he was the General Manager for Turner Sports Interactive, a division of Turner & Time Warner.

Industry-Research

App marketing shifts from installs to engagement

More apps mean more competition for users. This dynamic is driving user acquisition costs into the stratosphere. Companies have a choice: They can pay higher prices to acquire app users, or they can invest more effort in retaining high-value customers. Reams of recent research reveal a seismic shift to the latter as more app marketers sharpen their focus on approaches that emphasize “quality over quantity.”

It’s all about keeping users loyal. App marketers are beginning to understand that the customer-centric rules of online, digital and physical marketing also apply in the App Economy. For example, online a single-digit increase in retention can mean a double- or even triple-digit increase in profits. When it comes to marketing and monetizing apps, the advantages of identifying and inspiring quality users can be just as massive.

App Engagement

AppsFlyer is a platform for mobile attribution and marketing analytics whose tracking technology is found on 98% of the world’s mobile devices. The company regularly undertakes research to analyze best practices and trends. The State Of App Engagement, AppsFlyer’s most comprehensive and ambitious report to date, draws on billions of data points across the second half of 2016 to help app marketers identify quality users who will engage with their app over time.

The report offers marketers a breakdown of key engagement benchmarks by platform, category and region:

  • Retention rates
  • Average sessions per daily active user
  • Cross-funnel conversion rates
  • Lifetime engagement

The report focuses on Shopping, Games and Travel apps. However, the overarching observations and trends offer valuable guidance to all app marketers as they seek to optimize their campaigns and target audiences highly likely to engage with their apps over time.

The research confirms that app retention is an elusive goal to reach (findings show only 10-12% of users remain active 7 days after downloading an app, and only 4-5% are still active after 30 days). Yet it also points to positive results that show marketers using data to drive results. Based on a year-over-year comparison the report shows how overall retention has improved in some regions and across some app categories. “The good news for marketers is that retention has mostly improved – especially among non-organic users on both platforms,” observes report author Shani Rosenfelder.

Organic traffic – that is, people who download your app without you having to invest in paid or social promotion to get their attention – is great to have but not the way to drive serious growth. In a marketplace brimming with apps, and where app store search is fatally flawed, marketers can’t rely on WOM to take their app from good to great. For that they need to target non-organic traffic. To do so, they must harness data that will allow them to target audiences that promise high engagement and low wastage of their ad spend.

Among the findings:

Small gap, big opportunities: Average sessions, the number of times a daily active user will engage with your app, used to be vastly different between organic and non-organic users. However, the gap between these two groups of users across platforms is closing fast. Globally, Android organic users come in at 3.81 sessions compared with 3.56 sessions for non-organic users on the platform. That’s a mere 7% difference. On iOS, the gap is slightly wider with organic users outperforming non-organic users by 9%. The report reads this to mean there is “substantial quality to be found among non-organic users.”

Retention rates rocket: When it comes to retention North America has the best Android score across all regions. For organic users the breakdown is 35.8% for Day 1 Retention and 4.1% for Day 30 Retention. Retention rates among non-organic users on Android is 27.3% for Day 1 and 3.5% for Day 30. On iOS retention rates for organic users comes in at 30.6% for Day 1 (26.3% for non-organic users) and 5.1% for Day 30 (3.1% for non-organic users). The report also lists the cities across the U.S. where marketers are highly likely to find high-quality users for their app.

Significantly, some of the less prominent media markets have the highest mobile app engagement rates in the country, according to AppsFlyer.

 

Engagement is encouraging: Overall, organic users of Shopping apps on Android engage in 41.94 content views (for the period studied). Non-organic users engaged in 26.14 content views. (In the case of iOS the content views are 29.46 for organics and 12.14 for non-organics.) Draw a completely plausible parallel between Content Views for shoppers and “News Views” for consumers, and the report gives app marketers at content and media companies good reason to be positive about the results they can achieve. One audience looks at products, the other looks at articles. In both cases, more views mean more chances to engage and retain (or monetize) your audience.

User acquisition campaigns that focus on driving installs are passé. The next wave of activity and excitement is all about finding ways to identify audiences that will interact with your app repeatedly. Marketers need to approach this challenge armed with the critical data they need to optimize their investments. It is essential to understand the key characteristics that separate loyal and quality users from everyone else and target non-organic users who measure up to their organic traffic.

Peggy Anne Salz is the Content Marketing Strategist and Chief Analyst of Mobile Groove, a top 50 influential technology site providing custom research to the global mobile industry and consulting to tech startups. She is a frequent contributor to Forbes on the topic of mobile marketing, engagement and apps. Her work also regularly appears in a range of publications from Venture Beat to Harvard Business Review. Peggy is a top 30 Mobile Marketing influencer and a nine-time author based in Europe. Follow her @peggyanne.

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