Use Case: Twiddy & Company

Wednesday, June 16, 2010 | 9:12 AM

We’re excited to hear from users that are able to attribute some incredible growth to Google Analytics, Google Website Optimizer, and many of the other tools we offer. Today, we’re taking a quick look at Twiddy & Company, which uses Google Analytics on a daily basis to optimize their website. They are one of our best examples of using marketing tools from Google to generate skyrocket growth. If you run a business, we think you'll enjoy this story and be inspired - it's like a blueprint for using Google Analytics for a successful SMB that relies on their website. Make sure you read to the metaphor they use around bounce rate - we love it!


Also, Twiddy & Company was also recently featured in a CNN Small Business Article, where they shared their success in using Kampyle, which uses the Google Analytics API to analyze web analytics and user feedback.

Meet Doug Twiddy

Doug Twiddy started selling real estate in 1978 in the sleepy village of Duck, North Carolina. After selling a few oceanfront lots, the owners built a few homes and asked the question “can you rent out my home when I’m not using it?” Today, Twiddy & Company manages 860 vacation rental homes on the Outer Banks of North Carolina. These homes range from a 23 bedroom oceanfront on 20 acres to a 3 bedroom soundfront.

We sat and talked with Doug at length, and here's what's important to him, in his own words.

Favorite Reports

“Before Google Analytics, we only knew half of the working equation. Now that e-commerce tracking is installed, we can see the complete formula and it illuminates the true end result. Before we were following indicative numbers, now we can follow the most fundamental and necessary ingredient in all of business. Top Content is also especially useful at highlighting the exact exposure an individual home receives. This feature has created an all out addiction for home owners. Now their first question in relation to their performance is how many visitors their individual home has received.

Bounce rate is also a must-have for us. It’s the online equivalent of the human senses. We know a higher bounce rate means that something on that page doesn’t smell, look, or taste good.”

How Analytics has changed their approach in analyzing the website

“Google Analytics is our compass in terms of allocating our resources. It allows an evolution of marketing. The more successful ideas draw more time and capital. Even the non productive ideas yield educational lessons. In many instances, we learn more from a quick failure than a slow success.”

How they tested changes on the website

“We’ve recently started testing with Google Website Optimizer. How did we ever survive without this? Our old testing setup was an elementary A/B test but Google Website Optimizer engaged the hyper drive. David Booth at Webshare helped us get started and the results quickly produced the laughter of humility. The variables are now part of our secret sauce. Not only did it make it easier, it made it more successful in an exponential fashion.”

How Google Analytics has changed their company

“Google Analytics gives Twiddy the tools to outperform the market; the metrics for successful marketing. One of the unforeseen benefits includes the hospitality of the phone calls. By examining what the visitors are looking for online, Twiddy is able to produce more relevant content online that decreases the redundancy of questions for the reservationists. The reservationists now can focus on the more personal side of the vacation experience and guests can fulfill their desire to research the choices and arrive at a very intelligent decision.

Google Analytics has had a very tangible impact on the success of the company. It’s become ingrained into the daily routine and crucial to the marketing strategy. General Patton had the 3rd Army, Twiddy & Company has Google Analytics.”


We congratulate Twiddy & Company on their success. If you find yourself in the Outer Banks of North Carolina, be sure to stop by their offices and say hello.