When we launched RevaHealth.com, like most online businesses, it was critical for us to rank well in Google. So we did all the normal SEO work: we ticked the onpage boxes, we secured some good quality links (including some from the Guardian, the Telegraph and the Daily Mail) and we targeted long tail keywords that didn’t have much competition.
After about four months it started to become clear that despite all our SEO work, things were not going according to plan. We weren’t ranking well for anything except our own brand name. We could find our pages in Google, so we were being indexed, we just weren’t ranking in the top 10 or even in the top 40.
Our frustration grew with each week. What was even worse was that there were many inferior sites ranking ahead of us. This was now costing us money. Because we weren’t getting organic traffic we had to use Google Adwords to bootstrap the business – an expensive proposition.
We became convinced that we were doing something wrong. So we began the long and painful process of analysing everything we did. We looked at URL structure, internal linking, duplicate content, placement of information on the page – everything. We found problems, but nothing on the scale that would prevent Google from ranking us. This was now a real puzzler, as we were ranking well for both Yahoo and Microsoft.
Around this time we read about the Google Sandbox. This is reportedly the place where Google fence-in new domains for a period of about one year. During this period it is almost impossible to rank well for anything other than your brand name.
The apparent reason for this sandboxing is that Google just doesn’t trust you yet – you are the new kid on the block and you need to prove yourself. At the time the reported sandbox was little more than rumour and speculation. And like most SEO elements, it was impossible to prove it really existed, so we continued bashing our heads trying to get ranked.
February 2008, it all changed. It was like someone had flicked a switch. All of a sudden we started ranking. Now, don’t get me wrong, it wasn’t like moving from position 50 up to the giddy heights of position 1, but literally 100s of our key phrases were on the second page and several were on the first page. Looking back, nothing significant had changed on our site. There were no new high PR pages linking to us and we hadn’t made any major structural changes to the site. But, all of a sudden, Google trusted us.
The Google Sandbox is now pretty much accepted SEO wisdom. If you are setting up an online business, avoiding or minimising the Google Sandbox has to be a priority.
How to minimise the affect of the Google Sandbox
Don’t register your domain through a proxy. There are loads of services out there that can hide your personal details when registering a domain. While this at first seems like a harmless thing to do, it means that when Google looks at your domain registration information, (and yes, it does do this) it can tell it was registered by proxy. The problem with this is that loads of web spammers register their domains through proxies. Unfortunately, you get lumped in with them and it takes you much longer to get out of the sandbox.
Register your domain early. Get your website online as early as possible with 6-10 pages of content and a couple of inbound links. If you are thinking of starting a business, get it done today. Everyday its up there is a day less you have to spend in the sandbox when your business eventually goes live.
Get someone else to buy your domain. Sandboxing is something that doesn’t seem to affect major companies. When someone like Procter and Gamble buys a new domain they don’t seem to get sandboxed. It is speculated that this is because Google looks at the domain registration information and sees that P&G doesn’t create spammy sites. Therefore, any domains that P&G create automatically have a degree of trust associated with them. If you’ve never registered a domain or built a trusted site, then Google have no inherent trust in you. However, what you can do, is get someone you know who has set up trusted domains, (and no spammy ones) to register your domain under their name. That way you should minimise the impact of the sandbox. Just make sure you trust them!
Buy a domain with content. Buy a domain that is already out of the Google Sandbox, but don’t transfer the domain registration information immediately. Next, slowly and gradually replace the existing content on the domain with your own content and finally, months later, transfer the registration information. It is really important here that you check all of the inbound links to the domain, to make sure no spammers link to it. Note: this tactic is risky and has been known to fail, with all Page Rank erased and the domain sandboxed as if it were brand new .
As with all SEO, nothing can be proven (other than results) and everything changes all the time. What is true today may not be true tomorrow. So by all means use any of these ideas, but at your own risk!
Damien has put together this article about why he dislikes Google Chrome:
Likemany web developers I was both excited and slightly frustrated with the arrival of Google’s Chrome rowser last year. My excitement was due to it being a browser built by Google, (who did a great job with mail) using the very successful WebKit application framework. The reason I was slightly frustrated was that it created more work for me, being another browser platform I would have to test my web apps on! My first look at RevaHealth.com on Chrome left me very impressed. The layout was perfect; due to the use of the ebKit I’m sure. The speed at which it loaded was impressive too, due to their new Javascript engine. Unfortunately it was after my initial impression that the problems began.
Chrome is fast due to its clever caching system. It is very good in general, but not if the page is changing on a regular basis. Several times I have viewed a page, made a change and clicked refresh, only to find the change hasn’t been implemented. It takes several refreshes. This is common with most browsers but Chrome takes much longer to recognize a change.
Another issue occurs with the forward/ back functionality. RevaHealth.com uses a Jquery history Plugin to manage the history changes for our dynamic pages. Simply put, almost all click events that make an Ajax Call, add their change to the hash part of the URL. There is a Javascript function that fires every 10 milliseconds to check if this hash value has changed. It works well on most browsers but not
all of the time in Chrome.
One very annoying bug that we found when using Chrome was what we dubbed the ‘double flash’ bug, whereby our splash screen was displayed and removed twice in a row, very fast, making it look like it was flashing. We first discovered this when we clicked on the same link twice. We got around this by checking that the link was not already in effect.
The next bug wasn’t discovered for a while, Chrome seems to gets to a point where it gets stuck and causes the ‘double flash’ bug. Once hit, every click causes this ‘double flash’ and nothing changes, leaving the site unusable. The point where the double flash occurs is very random, making locating the problem very
difficult. After much time spent investigating, we found that it seems to be an overlap, whereby the history change function is hit twice, causing it to undo the click the user just made.
However,it looks like my prayers have been answered, as Google have launched the new Chrome Beta which doesn’t seem to cause these problems at all! But perhaps it will have a few issues of its own…
My experience with monetizing web software can be broken down into three very different professional experiences.
The first one was with Baltimore Technologies, where I promoted the product UniCERT. Despite Baltimroe Technologies’ unfortunate demise, the product was profitable and at peak we had revenues of about €150M.
The second was with NewBay Software. While I was VP of Product at NewBay Software, we took a very different approach. For the most part, we looked to white-labelling our web application into customers with large, existing subscriber bases.
Thirdly: I am currently CEO of RevaHealth.com. We are a search engine/comparison shopping site for consumer health products such as high end dentistry, laser eye-surgery, cosmetic surgery, fertility etc. We monetize this application through a combination of subscription and advertising, and when it comes to advertising we use the entire gamut of advertising models out there.
I am not going to talk about other forms of monetization such as transactional models, micro-payment, virtual currencies and one off pay-to-use fees. The reason I’m not going to talk about these is that I don’t have any direct experience with them. I’m going to try and limit what I talk about to only what I have direct experience with.!
Early stage companies put a lot of focus into getting the deal done and not enough focus into long term profitability. What happens here is that maintenance, support and recurring license fee are neglected totally. Having been in this position multiple times, I recognise it as almost inevitable, however it is possible to temper your eager sales guys going out to get the deal done.
Commission models normally highly incentivise large upfront payments and so the sales guy front-loads the contract as much as possible (after all that is what you are paying the guy to do). What happens then is that your customer becomes a liability. This is not good – customers should be one of your biggest assets. Think about how this would look to a potential investor in your business. A really good way of combating this is to have a contract negotiator who operates as a separate function of sales and who is not commissioned on the sale, but on the long term profitability of the contract.
NewBay Software is a good example of effective white-labelling. They run their web applications under the brand of various tier-one network operators around the world – using a variety of business models. Each model is right for the individual customer; however they all share one characteristic – sustainable revenue.
The simplest of these models is the per user per month fee. This gives the customer confidence that they are only paying for value (if a consumer stops using it they stop paying) and gives the white labeller a very predictable revenue stream. Revenue tends to build month on month.
Subscription revenue from consumers is sometimes viewed as the nirvana of web application revenue.
In general I’m a big supporter of the subscription model and it forms the backbone of RevaHealth.com’s revenue. If you can get users to pay a monthly subscription it is a sure sign that you have created a product of value. If you haven’t, then they won’t pay for it.
It shares a great deal in common with the white label model of charging per user per month due to predicable, increasing revenue.
However there is a dark side to the subscription model that isn’t much talked about. This is the graph that is commonly used to demonstrate the power of the subscription revenue model. The logic behind it goes like: if you can sign up 10 customers a month and each user pays every month, rather than
upfront, it leads to ever increasing revenue, or at the very worst, static revenue. Growth in revenue is not dependant on an ever increasing sales department.
The problem with the graph is that it is rubbish. It is a theoretical model that cannot be achieved in the real world. The reason for this is that people die. No matter how perfect you server is, people die and will stop using and therefore paying for your service. In reality the list of reasons people will
stop paying for your service is long, with dying being the least likely.
So lets have a look at the affect on the model. Firstly an aspirational 1%. At 1% we can just start seeing the curve in the graph– but hey, no big deal, you’re still going to rich.
At 5%, the curve starts to become more pronounced, and those with a mathematical bent will start noticing the self-limiting nature of the function.
At 15% the curve starts becoming self-limited at about 20 months and growth is minimal from about the 8th month. If you want growth to continue, you are going to have to start signing up more users on a monthly basis. The reason for this is that the number of subscribers that you can sign up in a month is a
function of some internal resource of your company (raw traffic, sales, engineering). Whereas the number of customers that you lose every month is a function of the number of customers that you signed up in the past (and the churn rate). And no matter how hard your sales team work, they can’t change the
number of customers that they sold to last year.
Advertising is the crack cocaine of web application revenue. You never have to sell. Just plonk a bit of code on your website and money arrives in your bank account every week. However, the problem with crack is that once you’ve taken it you want more.
And before you know it you have pimped out every pixel of your site and your application has become like a clapped out hooker that no one wants anymore.
On a serious note advertising works best when your user is transient and close to the point of purchasing a product or service. If your user base is very much the same from one day to the next then they won’t see the adverts anymore. In the case of RevaHealth.com, 80% of our users every month are unique and most
are looking to purchase a healthcare product with a typical value of about €3,000. This makes advertising a particularly suitable revenue model for RevaHealth.com.
You have to be careful with advertising. Sometimes you can undercut your own business model. This is the old UI for our site RevaHealth.com. On the left hand side of the screen you can see our search results – this is our main method for monetizing our site. On the right hand side we have Google
Adsense, this provides a minor but still significant revenue stream.
Now, if you look at the results on the left you will see a clinic in our search results.
On the right hand side, with Google Adsense, you will see the same clinic advertising. This is bad for two reasons.Firstly, one of these entries has to be under-cutting the other and secondly, it provides the user with a bad experience. This is totally avoidable but does require a management overhead to
get right.
Per Impression advertising is the old man of online advertising. In general it offers you the lowest revenue for the lowest risk. You get paid for each impression, regardless of the user’s interaction with the banner.
RevaHealth.com earns about $5 for PPM advertising, which is pretty good. I have seen sites that have a PPM of $0.2, so if you plan on making money through PPM advertising you are going to need a lot of impressions.
Pay per Click advertising is now the most common form of advertising on the web, thanks in part to Google’s Adsense network. In general I think this is an extremely good way of monetizing a web application and Google make it pretty easy. We earn about $0.8 to $0.9 per click on average, with click-through of about 3-4%. These are very high click-through rates and reflect where in the sales process our users are. This results a $22 PPM equivalent. Please note that these PPC figures are not Google Adsense but from advertising that we sell directly.
A not on Google Adsense I would encourage you to start experimenting with colours, position and borders. We made some seemingly small changes to our Adsense, incorporating them better into the page content, resulting in a doubling of revenues.
Affiliate marketing or Pay Per Action advertising are largely the same thing.
In general, they tend to offer the greatest levels of revenue of all advertising models, however they also carry the highest levels of risk. With PPA advertising you don’t get paid for showing the advert and you don’t get paid if the user clicks on the advert. You only get paid if the user completes a purchase with the target company. At RevaHealth.com we have done a few affiliate deals and the resulting levels of revenue are truly eye watering.
We can earn the equivalent of €400 PPM on an affiliate model, which seems
to make PPA or affiliate marketing a no brainer.
But despite the massive payout we don’t do affiliate marketing anymore. The reasons why not are collections and cash flow. Unless you are in a field where there are established affiliate networks, such as the online gambling industry, trying to get paid is a big issue. In the case of RevaHealth.com, trying to collect money from 10,000s clinics worldwide would require a collections department larger than the rest of the company combined.
Cash flow would also be a major issue, as a customer typically gets in touch with a clinic 3-4 months before they intend on having the treatment and it can be a further 3 months until the clinic gets paid. This would give RevaHealth.com an unacceptable cash flow situation.
So we try and balance our revenue stream by using a combination of subscription revenue (which provide predictability) and Pay Per Lead advertising. This gives us better monetization than PPC and good cash flow, as revenues are paid in advance.
For the last decade, network operators have been touting data as being the way forward for revenue growth. With the exception of SMS, this promise has largely been empty. WAP was a failure and MMS failed to achieve note-worthy volumes. Network operators around the world rolled out application after
application in the hope of spurring data revenues, and while several succeeded, (most notably NewBay Software) most failed to achieve targets.
The iPhone has changed all of this. The Internet, in all its glory, has truly come to the mobile phone. From poker to porn, the iPhone has it all. However, no sooner had the reality of true mobile Internet dawned, than the network operators hoisted themselves by their own petard – pricing.
Pricing is something that most network operators should be proud of. It is with complicated and well-costed pricing that they have managed to keep Average Revenue per User (ARPU) at its current value. However, when it comes to data pricing, they seem to have lost the plot. Let’s use my price plan as a guide.
With O2 Ireland I essentially pay €10 a month for 1 GB of data.
Now I don’t know about you, but for me, a Gigabyte of data is quite a lot– about 250 MP3s– every month. Even if your iPhone’s battery could hold the charge, your phone would literally melt with this amount of data! Fundamentally what this means is that O2 have given you all the data a normal person could possibly
process in a month, for the very low price of a tenner. And I’m sure they are aware of how easy it is to lower the price a consumer pays for a service, and how difficult it is to increase it.
So it would seem that all of the promise of future earnings from Data (SMS & MMS excluded) comes down to a tenner. That’s it. All the money spent on 3G licenses, all of the investment in new technology, the man centuries of blood, sweat and tears, boils down to a ten euro charge to the consumer.
So with market saturation a reality, data revenues being sold off for a tenner and retail customers with decreased spending power, where is future revenue growth going to come from? Well, I think it’s from voice. And I don’t think it’s because we are going to talk to each other more. After all, I think
the past decade has taught us that we don’t like talking to each other very much. It seems that we would rather deal with frustrating web user interfaces than talk to a real, live customer service rep.
I think that there is new era of internet applications upon us- applications that are controlled by voice rather than by keyboard. Network operators are in a unique position to take advantage of it. Imagine controlling your Facebook updates or booking a hotel online by just looking at your screen and talking.
It is the iPhone application development environment working alongside the recently announced stereo Bluetooth that will make this all possible.
What the operators need to do is provide the backend infrastructure and APIs so that Internet application developers can access core functionality. Such services could include voice recognition, access to CDRs, the ability tomake and receive calls, and other IVR functions. In my view, operators should make no attempt to develop or deploy applications themselves, they should simply make the infrastructure available to the army of developers that is eagerly waiting.
Something that operators need to be careful about is price. There should be absolutely no barriers to any application developer. Applications should be free to use, with the operator making revenue on the minutes clocked up when users access the application. It is my belief that if the infrastructure is
easily available, independent developers will create thousands of applications in arenas that we could never have imagined, earning billions for operators worldwide.
Now, I understand the need for online security –after all I worked in the area for over 5 years at Baltimore Technologies. However Ulster Bank’s Bankline has the most frustrating levels of security I have ever seen. The following four items are posted out to the customer:
A smartcard reader
A separate letter with the actual smartcard
A separate letter with a onetime pin for the
smartcard
A separate letter with a onetime 10 digit activation
code for the service
Now, it may seem sensible to post these all out separately, so that if an individual package was intercepted, not all the information would be available. However, it doesn’t make any sense if they all arrive on your doorstep at the same time, as they did in my case.
In addition to the above, you then need to:
Change the pin on the smartcard
Enter your customer ID
Enter your user ID
Enter 3 random digits from a different pin
Enter 3 random letters from a different password
Enter a new pin
Enter a new password
Enter your activation code
Give how insanely complex and lengthy this process is, you would have thought that the Ulster Bank team would have pulled out all the stops to get the usability perfect. But alas no. When entering pins or passwords, the system does not automatically progress to next input box. So you need to enter one
digit followed by tab, then the next digit. To make matters worse, it asks for the PIN in a random order.
Unsurprisingly I didn’t get through the entire process successfully and locked myself out. However 10 minutes on the phone on Monday morning with a very helpful Ulster Bank employee got me up and running. I still haven’t figured out how to transfer money and have a running wager as to the number of pins, passwords and devices that it will require.
If the same levels of security were applied to their branches in the real world, then you would be forced to ait as they flew a military plane to a secret location on the other side of the planet to bring back the money!
There has to be a balance between usability and security. Normally, security gets in the
way of what the user wants to do. Therefore, if you need a highly secure system you have to be prepared to put in the extra time and effort required in order to make it usable.
May Update
After one month of using it they have forced me to change my password. I can only hope that they are not going to do this every month. Changing passwords this frequency can only result in users writting them down thus reducing the overall effectiveness of the security.
Last month we focused on Irish Dentistry and Plastic Surgery Trends, so this month we’re going to zoom in on what’s happening in the UK. Traffic to the site continues to grow nicely, with a 33.05% jump from February to March, and yes, before you say it, we know that March is about 10% longer than February! You can read a summary of our key findings on our recently press release about UK dentistry and cosmetic surgery trends. For more detail, read on.
While traffic is up, what is of interest in the change in UK patients’ behaviour. There was a near 20% drop in interest in clinics abroad between February and March, which continues a trend going back to October. Since then we have seen a relative drop of over 40% in interest in heading overseas for treatment, with more and more UK visitors opting to contact clinics at home.
It would be easy to put this down to the Credit Crunch, like every other downturn story, and while we can sure it has had some effect on people, it seems to be more of a case of people putting off expensive treatment in favour of general maintenance. This would obviously have a knock on effect for the clinics abroad as they specialise in the high end “cosmetic” dental procedures.
Interestingly, the number of enquiries we are getting for cosmetic surgery continues to grow faster than our traffic, with the number of enquiries from the UK jumping by over 58% from February to March. Even taking into account our traffic growth that still leaves a growth figure of nearly 19% month on month.
One business in the UK that is booming right now is dentistry in Northern Ireland, where dentist’s phones must be ringing off the hook. Interest from patients in the Republic nearly doubled for the second month in a row.
Something new we’ve done this month is look at what people use the site to search for as well as what they actually contact the clinics for. Below is a summary of each in relation to dentistry and cosmetic surgery.
UK Visitor Research – March 2009 Search Data
Destinations (UK)
Searches (As % Of UK Search Total)
UK
63.88%
Ireland
6.48%
Poland
4.70%
Turkey
4.16%
Hungary
3.93%
Northern Ireland
3.23%
Spain
2.06%
Bulgaria
1.60%
Thailand
1.26%
India
1.03%
Dental Treatments
Searches (As % Of UK Search Total – Excluding General Consultations)
Teeth Whitening
21.28%
Dental Implants
17.79%
Lumineers
10.59%
Veneers
10.04%
Dentures
7.83%
Braces
7.77%
Root Canal
5.87%
Gum Surgery
3.37%
Plastic Surgery
Searches (As % Of UK Plastic Surgery Search Total – Excluding General Consultations)
Botox
25.37%
Facelift
15.67%
Liposuction
9.70%
Breast Implants
8.21%
Acne and Scar Removal
5.22%
Tummy Tuck
4.48%
Rhinoplasty
3.73%
Enquiry Data
Destinations (UK)
Enquiries (As % Of UK Enquiry Total)
UK
50.71%
Hungary
8.93%
Ireland
8.75%
Turkey
5.00%
India
3.21%
Bulgaria
3.04%
Northern Ireland
2.86%
Thailand
2.32%
Spain
2.14%
Malta
1.61%
Dental Treatments
Enquiries (As % Of UK Enquiry Total – Excluding General Consultations)
Dental Implants
21.56%
Teeth Whitening
15.58%
Veneers
14.29%
Braces
9.09%
Lumineers
6.75%
Bridges
6.49%
Crowns
4.16%
Root Canal
3.90%
Plastic Surgery
Enquiries (As % Of UK Plastic Surgery Enquiry Total – Excluding General Consultations)
Botox
25.37%
Facelift
15.67%
Liposuction
9.70%
Breast Implants
8.21%
Acne and Scar Removal
5.22%
Tummy Tuck
4.48%
Rhinoplasty
3.73%
Finally, here’s a little information about the organic keywords that bring people in the UK to our site. Looking at the keywords that brought people from the UK to our site in March, the striking thing is the breadth of the keywords that people have used. For example, there were only 17 unique keywords that brought more than 10 visits to the site. A staggering 92.63% of the keywords were unique, as in only one person landed on our site using that keyword in a search during the month.
This long tail behaviour is exactly as we intended it to be, and goes to show the incredible amount of data on our site that matched with these keywords. In next months barometer I will be going further in depth into some of the trends we can spot in what people are organically searching for. Some findings are surprising even at a cursory glance; only 0.2% of keywords contained the word “cheap” for example. When it comes to healthcare, maybe people aren’t willing to cut corners. More worrying would be if they are choosing to do without treatment during the credit crunch.
Loopthing is an online business network that lets companies store all their business information on one profile page. It’s kind of like the Golden Pages, Facebook, Linkedin, Youtube and Flickr all rolled into one. Companies can upload business info, stick up staff photos and media files, create a file depository and list business hours, all in one place. As well as providing this type of information, helpful to customers, Loopthing also allows businesses to network with one another by listing other companies as friends and fans. Phil recently set up RevaHealth on Loopthing, have a look at it here to see how it looks and works.
As the site is currently in beta, loads more features are still to be added, and Loopthing are encouraging users to make their own suggestions that may be encorporated into the site.
Our A/B testing of RevaHealth.com is a recurring theme on this blog. We find it is the best way to consistently improve the performance of our site.
Every now and then you get stunning results and this one is a beauty.
Not only did it increase conversion by 64% but it required the smallest of changes. All we did was change the text of a single button.
When users land on our site and search for dentists or other types of clinics they are given back a list of search results.Users who were interested in a particular clinic could click on the search results and a detailed mini-site for the clinic would load. If they wanted to contact the clinic they would either fill out the contact form or look up the phone number.
So our conversion funnel was – Search Result > Clinic Mini-Site > Contact Form > Form Completion or Phone Lookup.
On a hunch we changed the main call to action on the search results from ‘View Details’ to ‘Contact Clinic’. This allowed the user to go straight through to the conversion page without viewing all the details of the clinic. They could still easily get to the mini-site if they wanted more information. We just stopped assuming that they wanted any more information than was already available in the search results.
We had expected it to perform better, but were blown away by the affect that just changing two words had. We also expected there to be a drop in the number of mini-site views, however, the drop was only 6%. What this means is that the user is still viewing the mini-site and all we did was make it easier for them to get in contact with a clinic.
Do any of you have AB testing experiences to report?
Google have launched the beta of their new online AdWords interface, taking many of the filter features currently seen in Analytics and applying them to your AdWords data. It definitely makes it easier to analyse and spot trends and opportunities.
It also borrows features from the offline AdWords Editor, such as the ability to see data from multiple campaigns at the same time and make mass changes to filtered sets of keywords or ads for example.
There are still plenty of bugs, so this truly is a beta (unlike the very stable but eternally beta Gmail). If you’re interested in trying it out, you can sign up for the beta on the New AdWords Interface page.
Josef Woodman, author of medical tourism biblePatients Beyond Borders, the go-to guidebook for anyone considering travelling for medical care, is now producing guides to individual countries, starting with Malaysia. Patients Beyond Borders: Malaysia Edition provides all the information anyone could ever need about clincs,healthcare travel agents, patient and guest accommodation as well as general travel information about Malaysia.
Its highly efficient staff and quality facilities mean that Malaysia welcomed 296,687 medical tourists in 2006, with that figure increasing by 15% year on year. And the great savings available make the long journey worth it, with a ummy tuck procedure, costing on average GB£4,129 in the UK, available for as little as GB£2,230.
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