Microsoft adCenter Could Win the Search Battle
Tony Wright thinks Microsoft adCenter can win the search wars if it can scale the audience.
Tony Wright thinks Microsoft adCenter can win the search wars if it can scale the audience.
Some time ago, I wrote a column calling out Microsoft for customer service in its search practices. I know that the folks at Microsoft “heard my plea” because they contacted me, and we came to an understanding.
I can honestly say since that article, the customer service I have received from Microsoft has been better than what I have received from both Google and Yahoo!. I’m sure the fact that I wrote the column had something to do with it, but I’ve talked to others who have seen improved customer service as well. This is a positive trend that I personally hope continues.
Ok, now that we’ve got some of the customer service bugs out, let’s talk about the Microsoft product and how it’s performing.
I will be the first to say that Microsoft searchers convert – to a point. It doesn’t matter how much I spend on Google or Yahoo! as far as conversions are concerned, but it seems I can only spend a small percentage of my budget in adCenter before the conversions fall off considerably. However, before that point, the conversions are much higher than the other engines. To me, this indicates that core MSN users are great customers; but once you get out of that core customer comfort zone, the traffic is crap.
I just finished listening to Dave Naylor and Mikkel deMib Svendsen’s latest “Strike Point” show on Webmaster Radio where Dave is discussing what he saw at the recent invitation-only Microsoft Ad Champs Conference (to which I wasn’t invited, but that’s a topic for another column entitled, “My Bruised Ego”). Naylor, whose opinion I respect even though we don’t know each other, said that what he saw led him to believe that Microsoft could win the search battle.
Naylor mentioned the Ad Excellence Certification Program (in which my agency participated in the beta) as one of the initiatives. I agree this is a great program. I also think Microsoft has some really cool features that Naylor couldn’t talk about because of the NDA he signed at the conference.
My question, however, is: Will the new features attract more of those “awesome” core customers MSN has, or will it merely serve as a neat-o factor for search nerds, and a passing novelty for some MSN searchers, failing to increase the core audience? Market share increase is great – but what I want is quality over quantity. If Microsoft can get its conversion rate to scale, it will blow Google, Yahoo! and Ask out of the water. The trick, as Gates and company have discovered, is scaling that audience.
How does Microsoft scale its audience? I have a few ideas, all based solely on anecdotal evidence gathered over the last few days from hard-core Google users and a couple of Yahoo! users. I offer this advice free of charge, unless Microsoft would like to pay me.
Hopefully, in the near future, I’ll be able to say that Microsoft customers scale, and I want to put more money into the engine. Hey, the last column worked. Hopefully this one will as well.