10 Ways to Boost Your Online Vacation Home Booking Website Click-Through Rate
"Thank you, I am fine. I am just looking." We got them all the way into our store (vacation home rental website), and they are 'just looking'. Let's put our salesperson hat on and 'make the sale'. We know they are not just here for fun (they are interested in booking a vacation home, or at least getting more information for a future vacation home). They could be having fun on www.hulu.comwatching TV shows and movies, or playing web boggle at www.wordsplay.net.
In our house, CTR stands for 'Choose The Right". Boosting CTR (Click Through Rates) is like helping our web visitors Choose The Right. : )
So what can we do to actively sell to them on the web? Here are 10 ideas (which I think are pretty good) from Reid Carr - an eCommerce expert published on iMediaConnection.com.
Read the full article: 10 ways to boost falling click-through rates by Reid Carr of iMediaConnection.com
1. Test
I wanted to cite this as tactic No. 1 because it should be at the forefront of any advice or recommendation that I outline. While there are "best practices," we've concluded through experience and testing that things are always changing and each case is unique. You have to establish appropriate rules for testing to give everything a fair shake. But once you've done that, establish a hypothesis and go. Rule nothing out. You will be amazed at what is successful. But beware: Don't let any finding become your secret sauce that you turn to for everything. Every campaign, client, product, placement, and timing causes your targets to react differently -- so be on your toes every time.
2. Change your units (Ralf comment - units to us would be vacation homes)
In the first few days or weeks (depending on volume), you should be able to tell which units are performing. However, be sure to review this on a placement level because different sites cause users to navigate and scan differently. Deduce which are your stars and which are your dogs to make quick, ruthless changes. Go with the winners, and you'll immediately experience a lift in click-throughs for the campaign. Note that if one unit is consistently underperforming, you should objectively review the creative to see if there might be a different issue in play.
3. Don't try to do too much
I think we all get a tad ambitious with what we'd like to communicate to our audience when we're advertising. For once, it is where we get to control what is said about our product, and we decide how it is said. But, realize that our audiences are still truly in control. When they're consuming our ads, they are actually doing other more important (to them, certainly not to us) things. When producing your ads, distill the message to the most important point and think about a user driving by a billboard at 65 mph. What is their single most important takeaway? Remove everything else (including the darn "click here").
4. Be permanently consistent
In the relatively short life of most campaigns, it can be hard to build off of prior recognition that the brand may have. However, if you maintain a consistent, permanent theme -- not just between ads but also between campaigns -- there's a greater chance that your target will remember you for the long haul. Consistency builds long-term trust and affinity. Building trust and affinity increases click-through and conversion rates. People want to do business with companies that they feel have been around and will continue to be around to support them. If you're constantly changing what you say and how you say it, customers lose faith. Think of your brand as a politician -- your target audience is voting with its money.
5. Reconsider rich media
If your campaign's success measurement is all about the click-through and conversion, you will want to reconsider integrating rich media into the mix. Rich media is often more about engagement than it is about direct response. However, if you do opt for rich media on a direct response level, consider bringing content to the ad to reduce the barrier of the click-through.
6. Try static ads
If you find that you're abandoning rich media, you might as well go all the way to static versions. The surprising thing is that you might even find you like them. In a world where we in the industry are inspired by the latest and greatest technology, bells and whistles, and video, sometimes our target needs a change of pace. Throw static ads into the mix and see what happens. For example, in a recent campaign for a wireless carrier we ran in Q3 this year, static ads running in equal rotation with similar Flash ads had a .07 percent CTR, while the Flash ads received .06 percent. When everything else is moving, your target just might react better to the simpler things. In many cases, they are looking for the static content on a page when reading an article and may tune out all shiny, flashy objects.
7. Rethink social media and news placements
In my article "Why Low Engagement Can Be Good," I addressed this topic in greater length. However, the basic premise is this: If you're trying to improve your click-through rates, you may not want to be placing your ads within engrossing content. When users are managing their profiles, interacting with friends, or engaged in a story, they will tune you out. A study from the IDCechoed this by saying, "U.S. online consumers who use social networking services (SNS) such as MySpace and FaceBook are less receptive to SNS ads overall, click less on SNS ads (57 percent) than they do on other forms of web advertising (79 percent), and make fewer purchases as a result." If you want people to click on your ad and arrive at your campaign's landing page, you may want to select media placements that are more passive, or ones dedicated to helping users navigate to other information related to the on-page topic and, subsequently, your product.
8. Design for the placement
ItHowever, designing for the placement can make a big difference. It can be as simple as black on white or white on black, or recognizing the difference between a placement on The New York Times website versus Heavy.com. Clearly these destinations have different audiences. Thus, they are also vastly different in terms of what will pop off the page and be noticed by readers. In the case of a broad media plan, rather than trying to appeal to every placement and risk diluting the creative, consider producing unique creatives for some of the bigger, more arresting placements. Rotate those creatives to see if it makes any difference.
9. Add behavioral targeting and retargeting
We have had mixed levels of success with these media options. However, at least we've seen pretty consistently higher click-through rates for behavioral targeting. Retargeting has been solid for us in terms of boosting CTR, and we've seen outstanding conversion rates. (Ralf - this refers to reusing campaigns for different target audiences.)
10. Add other tactics and mix
Anyone who is invested in online advertising needs to recognize the synergy between online advertising and other promotional tactics including offline. For example, it is widely noted that display ads lift search click-through rates. While it isn't widely highlighted in our space, it has been our experience that click-throughs for online display ads increase while similarly branded offline promotions are running. That means when our client Rubio's radio ads for this month's crispy shrimp burritos are running, our display ads promoting coupons for those same burritos are more likely to get clicked on.
The method here is all about timing and evaluating a media plan as a whole rather than in silos. When all cylinders are firing, you're more likely to see improvement across the board.
Read the full article: 10 ways to boost falling click-through rates by Reid Carr of iMediaConnection.com
Holiday Numbers. Amazon is up 17%. What can you learn from that?
Some of the numbers coming in are a bit scary.......like my weight gain as tracked on my new Wii Fit. It measured me at a stout 'overweight' to start my 2009 training. My wife and kids have found this to be quite amusing - some of you are aware of my Ironman triathlon racing and can probably also see the humor in this.
Numbers can be deceiving. As I have posted before, the media is having a grand time with the economic news and their doomsday predictions. Remember, they only sell papers and get viewers based on sensational numbers in the negative or the positive. They have to be sensational.
The 2008 Holiday retail numbers for the brick & mortar stores are definitely dismal. Sales are down in the 10-15% range across the various big stores like Target, Walmart, and Macy's. They are down even further in the luxury category, to the tune of 15-25% for stores such as Nordstrom and Tiffany's. No question this is bad news. Got it.
But, Amazon.com has reported another record Holiday shopping season. Amazon is UP 17%. Why? I cannot say for certain, but based on what I have read and discussed with experts in the online retail business, it is based on the ease of shopping. That includes the selection, checkout, delivery, and service. All these have been communicated to customers through effective marketing efforts.
What can you learn for your vacation home rental business from Amazon? Look carefully at what differentiates Amazon from other retailers.
Amazon provides a seamless and complete online shopping experience.
- Selection is almost limitless - this is difficult to accomplish for vacation rentals, but you can do much through your descriptions and marketing of properties to provide variety
- Checkout is simple - make it a seamless and easy process that inspires confidence to your guests
- Delivery is reliable - ensure that you follow up on all actions taken by prospects and guests
- Service is great - share the love, and make sure that everyone interacting with your guests shares the love
Certainly there are many more lessons to be learned from Amazon, but these are a couple that are at the top of the list. Look to the winners in the current economy for lessons on how to get more 'heads in beds' and how to find the marketing messages that will inspire guests.
Happy Holidays. On a closing note, here is a picture of me taking my two older kids on some snow-rafting.

Rafting.....in the snow in Idaho.
Ralf VonSosen
www.LiveRez.com
www.LiveRez.com
Simplify……and make money with Security Deposits
I like things simple. Life is complicated enough - economy, family, work, holidays, BCS college football rankings, ....... So I am one to jump on anything that simplifies life and vacation rentals. Here is my simplification tip for the day:
Security Deposits - these can be very laborious, hard to track, and not super efficient in helping to control damages.
So here is a potential solution that has become popular with many of the LiveRez vacation home rental managers - use a flat non-refundable fee that covers processing and the security deposit. Using a flat fee of something around $69 - $89 that covers your processing fees and security deposit is a way to simplify the traditional dance of "collect, monitor, hope they report, checking the property, refunding the fee, finding something later,......".
Here is the logic. You collect a non-refundable fee that in essence insures the guest for any accidental (not deliberate) damage up to $1500 (you choose the amount). They know they are covered and are more likely to report any damage. Most people will not break anything and that is cash in your bank. You do not have to mess around with refunding the deposit. Win, Win, Win.
Maybe this change in operational process could work for you.
All the best.
Ralf
www.LiveRez.com
Your Glass Half-Full or Half-Empty? Overflowing for Vacation Rentals, I say!!!
Latest report from PhocusWright on Leisure/Unmanaged travel shows that both overall travel (2-4% per year) and online travel (7-9% per year) will GROW in the next couple of years. Grow!! Have you been paying attention to what is going on in industries all around us. Builders, Bankers, Car Makers, Manufacturers, and others are flailing to avoid bankruptcy and get gov't bailout money.
Vacation homes should be at the forefront of this and take advantage of it. Let's use this time to sharpen our value proposition, our marketing, our services, and grab more market-share.
Way I see it, 5% of 1,000 is 50. OK, this only grows 7% to 1,070. Now the 5% is 54 - so that is your growth plan? HECK NO!!! Vacation homes have a distinct advantage for value, we have great online tools, and a killer message...............we can crank up that 5%. That is where the growth will come from. Get that 5% to 6% and all of a sudden you have grown to 65 in the same scenario - an over 20% growth.
Let us not get caught in the 'bummer the growth is so small' talk. Let's be the ones that attack, that make lemonade from lemons, the fighters & survivors.
Ralf
LiveRez.com

Ouch!! $4,000 Vacation Rental Scam Hits Canadian Family
Read the full story here: Canadian Family Gets Scammed for $4000 By Vacation Rental
This is so painful. Painful because a family lost out on a vacation, lost out on some money, and also because it is another black eye for our industry. The ability of the vacation rental industry to break into the 'mainstream' - real mainstream, like being on Expedia, Travelocity, Priceline, etc. - hinges on our ability to create an environment of trusted vacation experiences and sources for travelers to book with confidence.
So where did this family book their trip? On www.flybynightvacationrentalscam.com? No. Actually it was on www.forgetaway.com. A site associated with the Weather Channel. If you cannot trust the weather guy, who can you trust?
I am interested in what you have to say about what we can do to change the perception and reality within our industry.
Ralf
www.LiveRez.com
Representing the Theme of PhocusWright 2008 – Search, Shop, Book
The theme for the show was 'Search, Shop, Buy'. We changed that around a little into 'Search, Shop, Book'. The key - no email or phone exchange required, the traveler can choose to book completely and seamlessly online. Something that is critical for the mainstream adoption of vacation rentals and the aability for vacation rentals to be part of the mass OTAs (Online Travel Agencies) like Expedia, Priceline, and Travelocity.
Ralf
LiveRez
Myths of Online Travel
I found this article very interesting because it addresses some of the generalizations we like to make about the travel market, and the vacation home rental travel market.
Online Travel Industry Myths:
#1: The number of online travel buyers in the US is declining.
#2. More and more online travel shoppers use supplier sites than online travel agencies.
#3. Travel agencies are experiencing a resurgence as travelers return to traditional purchasing channels.
#4. The next generation of travelers prefers to do everything online.
#5. Social networks and travel reviews have the greatest influence on travel decision-making.
#6. Online travel markets need high credit card and Internet penetration to succeed.
Here is the full article: Myths of Online Travel
How do these myths play out in your vacation home rental market? Is your destination an exception or does it follow the general rules.
Ralf
LiveRez
The Trust Accounting Myths
Again and again I run into a discussion about 'trust accounting'. Trust accounting is one of those terms that people throw around, but usually mean many different things. So I thought I would put my 'stake in the ground' about how I utilize the term trust accounting.
a. Name of the owner and identification of the bank account
b. Dates of each activity
c. Amounts received and from whom
d. Amounts disbursed and to whom
e. Current balances of funds for each owner, each month, or as of any date
a. Name of the account (including the bank and account number)
b. Date of each transaction, each debit and credit to the account
c. Names of the sources of each deposit
d. Names of each person receiving a payment
e. Current balance in the account
All of the above are tracked and available in QuickBooks for vacation rental property management. So, find out what the requirements are for your state and do not be confused into thinking that QuickBooks cannot manage your accounting needs.
Ralf
SEO Test Your Vacation Home Rental Site Today
I just found a great new tool. www.spidertest.com
This tool allows you to enter your website and get a complete listing of how the search engine spiders see your website. It itemizes out what features of your site may not be friendly or read at all by the spiders. It also provides information about how often certain key terms appear on your site.
Look at these results very carefully and tune your website updates to make improvements. Remember that SEO improvements do not show up immediately but require a few weeks and months to translate into measurable results.
What Guests are Looking for Before Booking
They are looking for a reliable friend. Show them you can be that friend.
This is one of the things that scares them away from the vrbo and sends them towards a property management company that is experienced and equipped in dealing with the unforeseen things that happen during a vacation. A good property mgmt company will be there to ensure they have a great vacation - from booking to check-out. That needs to be you - their best friend.
How do they judge you to be that friend:
A quality website to get a feel for your company, the property, and the service you provide.
Clear rules - check-in/out, smoking policies, or pet policies
Good online pictures are also important.
Amenities are important (pool, hairdryers, computers, etc.)
Location information - map, attractions, etc.
Booking details - charges, taxes, etc. - Clarity is Key!
- Some questions you should anticipate:
What if my flight comes in after your office has closed?
What is the cancellation policy?
Is housekeeping available?
Is there a deposit or will charges be billed to my credit card?
How many parking spaces are available to me?
Are laundry facilities available?
Be their best friend, and they will be your best customers.
Ralf
www.liverez.com