Tag Archives: client services

An Up-Close and Personal Look at Dave Ragals, SVP, Client Services

With the digital marketing world evolving at such a fast pace, it’s hard to catch up with IgnitionOne’s SVP of Client Services, Dave Ragals.  In my interview with Dave, we explore his professional role and background, discuss his insights on IgnitionOne creating the new frontier in a space where technology and marketing come together and much more.

Mary Baldwin: What do you do?

Dave Ragals: I oversee our client-facing teams, including the Account Managers, Bid Scientists and Media team.  I’m also responsible for our global SEM offering.  My day to day varies wildly and includes anything from meeting with existing clients to supporting sales efforts to coming up with new solutions for our search product.

MB: How did you get into this field?

DR: My career took me from Broadcast Journalism to Online Journalism (both at CNN) to Online Marketing.  Ultimately, it was building out paid search from scratch for the American Cancer Society that got me hooked.

MB: Looking back, how has the digital marketing industry changed in the last 5 years?

DR: The change has been incredible, focusing more and more on the user, which is why I think IgnitionOne is in the right place.  The rise of data, real-time bidding, profiling — all put the focus squarely on getting the right message to the right user at the right time.  Hey, I think I’ve heard that somewhere before.

MB:  Looking forward, what are your predictions for the digital marketing industry within the next 5 yrs?

DR: I could tell you, but then I’d have to kill you.

MB:  How have digital solutions evolved since you started working with them?

DR: As with most enterprise platforms, a big part of the evolution has revolved around usability.  Of course, a lot of the evolution is driven by the publishers who drive the media.  But the really interesting part is how different providers have developed unique feature sets on top of that.  It’s really about building the better mouse trap.

MB:  What do you enjoy most about working in our industry?

DR: The pace and the excitement.  There are constant opportunities to innovate and solve new challenges.  People often ask me what a typical day is like.  It’s impossible to answer.  No two days are even remotely the same.

MB:  Who is your favorite superhero and why?

DR: Batman, hands-down.  He has no super powers but yet he accomplishes incredible things.  He’s completely human, just a guy dedicated to his cause who doesn’t let anything get in his way.  And he has the most incredible toys.

MB: Favorite author?

DR: I can honestly say I don’t have one, although I’m always reading something.  I read everything by Dennis Lehane and really enjoy Don Winslow.  But I also read a fair amount of non-fiction, usually focused on the first half of the 20th century.

MB: Favorite musician?

DR: That also changes from day to day.  My iPod varies from The Grateful Dead to Green Day, the Beatles to the Beastie Boys, Steve Miller to Surfjan Stevens.

MB: What do you enjoy most about working for IgnitionOne?

DR: I love that every challenge is an opportunity to create something new.  Basic tenets of technology and marketing apply, but outside of that, much of what we’re doing here hasn’t been done before. That’s exciting.

Insights from an Attribution Queen

A series of interviews will give our readers and IgnitionOne customers a behind-the-scenes look at the people who make up IgnitionOne, exploring their professional roles and what interests them on a personal level. This week, Meghan McDonnell of Attribution Services discusses her background, the evolution of attribution and analytics, and childhood memories and discover why we think she is absolutely royal. 

1. Please introduce yourself

My name is Meghan McDonnell, (Supervisor, Attribution Services). I work in the Client Services team in IgnitionOne’s Atlanta office.

2. What do you do?

I started January 20, 2009 as an Algorithmic Media Analyst (affectionately called a Bid Scientist) on the Advisor team.  The Advisor team is part of Client Services and helps clients who want their Paid Search media spend optimized toward a specific goal.  They are also responsible for weekly status calls with the client to go over performance, as well as providing strategic recommendations and analysis.

3. How did you get involved in attribution and analytics?

I’ve always been really interested in analyzing data.  I graduated with a Mathematics degree and every job I’ve had since has always been extremely focused on data and analysis, mostly in the marketing realm.  Attribution started off as a side project for me, but I have obviously grown into this role.  I loved the idea of incorporating data across multiple media programs and analyzing the process behind getting users to ultimately convert.  There are so many interesting data points involved and it’s only going to continue to get more robust in the coming years.  I’m excited to see where this will eventually take us.

4. Speaking of the coming years: what are your predictions regarding Attribution and Analytics over the next 5 years?

I think it’s only going to get more complicated as more features are added around each digital media channel.  We’ve come a long way toward developing a better understanding of what drives users to convert, but there is still a lot of data that marketers are just getting into, such as on-site metrics (how long they are on the site, what specific pages on the site they visited, at what point did they move from “interested” to “ready to buy”).  These types of metrics are already starting to add value to the attribution process.  I also think that the incorporation of offline data will be crucial to attribution, such as someone searching on their mobile phone for a specific store or product and linking this to this same user going into a store and making a purchase.

5. People around here call you the “Attribution Queen.” How did you get this nickname?

Ha, that’s a good question.  I think Eric Carlyle (our Chief Knowledge Architect)   originally coined the phrase. When I first started working under the Advisor group, IgnitionOne had recently introduced attribution, and Eric tasked me with working on coming up with the reporting logistics and developing a process for our clients.  Since I was one of the first people working on this, he started calling me “Attribution Queen” and the phrase stuck.

6. Can you tell me about the team you work with?

My role now focuses specifically on attribution across all of our clients in multiple verticals and regions of the world. The entire attribution process is very consultative. The practice begins with an initial background brief on the specific client and type of business they have, addressing what business objectives they are ultimately trying to achieve. The team then begins compiling data and reporting in order to get a complete picture of how all of their media channels are working together and how much crossover there truly is (and in most cases, there is quite a bit).

The next step is to take a deeper dive into the data to analyze all of the various marketing components of the conversion paths.  The insights gained from the data combined with the business objectives of that particular client provide a complete analysis, pointing out what is working well (and in what order) and what isn’t.  This helps the client understand not only what type of media mix they should implement but also how they should be attributing their data.

7. How have the solutions evolved since you started working with them?

One of the most important aspects is getting a more comprehensive understanding of what the client is trying to achieve for their business (i.e. driving more new customers to the site, driving higher AOV purchases, etc).  Earlier on, this was something talked about, and on a high level. I think most clients were interested in attribution but didn’t really have a full understanding of what it was and how they could utilize it in a way that would benefit their business.  Now the discussions are much more in depth so we are able to factor in a lot of important information that the data itself was not able to tell us.

Additionally, there are some new attribution reports that I’ve developed to acquire some of the details that were previously missing, such as which types of Display are driving conversions (remarketing, behavioral, etc.) or which types of creative (both display and paid search) are getting users who, say, clicked on an organic search result to finally convert?  Prior to this, the analysis was more focused at the channel level, which is useful, but doesn’t tell us what within these different digital media channels is driving users to convert.  There are so many different levers within each channel that need to be considered when analyzing conversion paths, and we are now able to utilize them  at a much more granular level than ever before.

8. Who is your favorite super hero and why?

Not sure if they are considered “super heroes” but I think I have to go with the Teenage Mutant Ninja Turtles!  I probably watched that show more than any other show growing up and can’t even count how many times I watched the movie.  It was one of my brother’s favorites as well, so it’s a bit nostalgic for me.

9. Which is the best vacation you ever went on?

I’d say my best vacation was to Ireland.  I am Irish on both sides of my family so it was something that was at the top of my places to visit list.  It was amazing.  I’m actually considering going back next year and running the Dublin half marathon and then taking time to travel around to some of the other European countries.  Keeping my fingers crossed it works out!

10. What is your favorite book?

Outside of Harry Potter?? Haha. I’d probably go with The Bell Jar.  I thought the book did an amazing job of portraying the characters in a way that made it extremely real.  A little disappointed in the movie, but the book I would read over and over.