Marketing Logic

Velleity is a word that has dropped out of the general vocabulary, unfortunately. I am attempting to bring it back, as it has more relevance now than ever.

Velleity is a desire to see something done, but not enough desire to make it happen. Wow!

Reporting v Analyzing
In my analytics training classes I ask the attendees about their analytics reporting routine. Sometimes I make fun of the in-house analytics that has to report numbers like unique visitors, hits and sessions. Then, they spend the rest of the month justifying why that number was higher or lower than the prior month. Unfortunately, as I make that statement I see too many heads nodding in agreement. I feel for those people who are locked in a never ending cycle of velleity. Companies that understand that analytics can be valuable, but not enough to change their culture, provide the analyst with the tools they need, or provide them with the freedom to make changes that will improve the profits of the company itself.

These are what I call “Caveman Analytics.”

Unfortunately, too many businesses are trapped into thinking that big numbers are impressive. Big numbers = big business, right? But what do you do with those numbers? How does that affect your strategy?

Questioning the Strategy
As soon as someone starts asking questions, the house of straw blows away. Simply reporting numbers is not an analytics strategy, and it certainly will not lead to any amount of website improvement. And yes, I do know of some companies that include “Hits” in their monthly reporting.
(If that is you, reporting hits, stop. Hits are not a count of any relevance for your marketing. It’s just a big number.)

Questioning As a Strategy
Questions are the foundation for our learning. They expose motivations and require explanations. Many corporations and businesses are famous for encouraging the heads-down, lock-step agreement survival tactics. Asking questions is not popular, nor is it encouraged. Asking questions is perceived as rebellion, rather than progress. In the 60’s the radicals told us to question authority. Now that they are in authority, the last thing they want is to be questioned.

Neil Postman speaks about the importance of questioning, saying “question-asking is the most significant tool human beings have.” Even more important that software, servers and summaries, questions are an analysts’ primary tool. Postman even suggested that the reason why we don’t teach the ability to question in schools, is because eventually the students will question the teacher. Questions are subversive, but they result in people finding answers.

Questions - The Cure for Velleity
Velleity is what keeps companies locked in this mindset of reporting useless numbers. Desiring, even expecting to someday have an epiphany of change, but not willing to change the mindset or the culture of locked-in reporting to achieve it. Nor are they willing to ask the hard questions in order to uncover what must be done.

Related Articles:
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Changes in the Industry like no other
It can be argued that no other profession has been so affected by the internet as Real Estate. I count myself lucky to have been in the industry right when it “crossed over” into the Internet age. When I got into Real Estate the agents were the true gatekeepers of information. Every two weeks, a book of listings within your county was published, and every Realtor received one. Buyers were primarily reliant upon their agent to communicate new listings to them in a timely and efficient manner. The only other source of Real Estate information was the circular in the local newspaper, published once a week.

Enter the internet, which enabled forward-thinking brokers to start placing listings online. As early as 1996, buyers were using the internet to find homes, especially if they were relocating to new areas. The advent of the internet was amazing, as it transformed the industry in a few short years. I saw amazing results from advertising properties online, and it didn’t take much for me to make the decision to pursue a career in online marketing rather than Real Estate.

Stagnation?
Unfortunately, while the accessibility of property listings has increased, the level of knowledge and online marketing has not grown with the times. In fact, from shopping for homes the past few months, I am convinced that the learning curve for online marketing among many Realtors has stagnated. When Realtor.com came on the scene in 1997, they sold to Realtors, using ploys such as: “the average listing on Realtor.com receives “x” views.” I felt like the lone ranger trying to explain to my fellow Realtors that a lot of the sales lines were bad data improperly applied. It showed me a lot about the lack of understanding of technology in that industry. Some have only recently accepted that the Internet is here to stay.

Here is my recent experience from the past few months of searching for a home. They say that doctors are the worst patients. It may also be true that former Realtors who are now online marketing veterans may be the worst sellers or buyers.

Bad Photos – are you kidding me?
In this day and age of inexpensive, high quality digital cameras, you post low resolution photos that are pixilated and hard to see? Worse yet, you show laziness buy simply uploading everything you took a picture of?

If I had my house on the market, I would be going ballistic on my Realtor, as there are no excuses for :

• Low res, pixilated photos
• Blurry pictures
• Pictures of toilets and mirrors
• Less than 3 pictures uploaded for any listing
• Cameras held at an angle, making everything look like it’s on a slope
• pictures of beds, which I am not buying
• No pictures of the items listed in the description. If there is a workshop – take a picture!



• no labeling of photos that have been uploaded
• No interior pictures!?!?
• Snow on the ground – and it’s late May
• The same three photos – repeated 2-3 times.
• Misspelled adjectives – “Emaculate Condition!” (really?)

Each one of these things is something that can easily turn off a buyer. Not taking the extra time to take a good picture, not considering presentation, and not labeling photos will negatively affect the buyer’s decision as they shop online. Not enough information is one of the worst problems an online listing can have.

Realtors and Responsibility
Pictures are meant to present the sellers home in the best light. Can a little thought be made about the selection and the quality of pictures that are used? The responsibility of the listing Realtor is to represent the seller. This includes the responsibility of the online listing. EVERY part of that online listing should be attractive, explanatory, and sensible. Anything less is a disservice to the seller, who pays your commission. I am very surprised that more sellers do not get online to check their listings. I think more Realtors would be fired if sellers checked their listings.

Expectations
If the listing description highlights certain areas of the home, such as an in-law suite, over-sized garage, pond or other feature that can be a potential selling point – please, add a picture. There are so many homes that had excellent descriptions, but then no photos of any if the items described in the listing. The description is the first area we read, and it sets up the expectations, but then the lack of pictures is more than disappointing, it lessens the property.

When there are an almost unlimited number of pictures that can be uploaded, only loading two to three outdoor shots is inexcusable. If there is an in-ground pool, please add the picture. Someone may want to see it. If you have green or lavender bathroom toilets, you may want to go ahead and add it as well, just to keep expectations in line.

Anything less than 10 photos is a crime against the seller. For newer homes with more than 2000 square feet, 20 photos. Three or less is negligence. Negligence not only towards your seller, but to any buyer who is comparing properties.

Real Estate 2.0? When?
I am waiting for more social aspects of marketing to be implemented. While real estate was one of the earliest adopters of the internet (not without resistance) it has not grown out of a 90’s mentality of online marketing. The only things I can do are email the realtor, email the listing to a friend, or make a printable brochure. Some sites allow me to create lists of the properties I like with registration, which I liked, but I was still disappointed with the lack of flexibility in ranking, saving, excluding, and comparing properties.

I for one am waiting for the ability to add comments to listings. I would love nothing more than adding what I liked or didn’t like about homes, and I am sure that it would help to make some homes more attractive. I am also sure that the comments would also shock some sellers into reality when buyers can be directly honest about the home and the outrageous prices that some are asking for what they are offering.

Some comments I would have left:

The house photo is at a weird angle because of the mobile homes and cars on blocks in the neighbor’s yard.
This home advertises 2 full baths. The second bath is in the basement and has no walls.
The separate 3 car garage and workshop makes this house well worth the asking price.
The pool and the outdoor chimney are amazing, but the yard was too small for us.

URL Addresses
At my previous company, we went to extraordinary lengths to create search friendly URL’s in order to have the database of homes spidered by the search engines. Ultimately, each property had its own short, unique URL, based on the MLS number. We celebrated. Simply searching by using the MLS code in Google would result in the property page showing up in the rankings. Unfortunately, the client had no idea how great an accomplishment this was, nor the implications. Now, the average URL that I cut and past from real estate websites are well over 50 characters . . . Check this out (if you can):

http://www.realtor.com/search/listingdetail.aspx?cmid=1004584%2c1004586%2c1004591%2c1004601
%2c1004613%2c1004616%2c1004622%2c1004707%2c1004708&typ=1&sid=7d172c178d3044dda9d976
e2757d111a&sdir=0&sby=2&pg=6&lid=1087789449&lsn=57&srcnt=1721#Detail

These tend to break. I send these URLs by email, Instant Messaging, and SMS. My wife and I share URL’s incessantly, as it seems we change criteria every week. Sometimes, our friends help out, but rarely does anyone use the “Send to a Friend” option. Could it be that they are not visible or too cumbersome? My opinion is that people do not use these forms because the policy is not clear about using email addresses gleaned from the website. Every send to a friend form that I viewed had no clear policy or explanation of how the emails would be kept, used, or maintained.

Final Thoughts
Having been in the real estate industry and cutting my teeth on real estate websites in the 90’, it frustrated me beyond belief to see the lackluster attempts at online marketing. I would dare say that the majority of buyers are looking online before they ever contact a Realtor. How a Realtor sells a property, the pictures they use, and the description they provide, are all keys to how well they will do their job. It’s a business card. It’s an opportunity for the Realtor and their seller to shine, yet most do not seem to take the time to learn the tools or create effective presentations.

Sellers Need to Demand More
Maybe it’s the area where I live, that many Realtors seem to uncomfortable with a digital camera and creating well-crafted, marketable property descriptions. I am sure that there are Realtors out there who take the time to build an amazing online profile of the houses they list. As a seller, I would demand nothing less than a professional listing with clear, hi-res pictures that present my home in the best possible light. Anything less would be unacceptable.

A friend pointed me to a Realtor’s blog where he has created the Bad MLS Photo of the Day. I like his style, and I am sure that he will have a never-ending source of content.

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Anyone who has worked for or run a small business knows how hard it can be to get good marketing advice. Everyone from the high priced consultant to the guy you buy your laptop from has advice on how to get ahead online. Most of them are wrong. It can leave a small business owner so desperate for advice, they’ll take it from anyone. Even the guy sitting next to them on the plane…

This week, I happened to be “that guy.”

On a late night flight to Cleveland, I found myself sitting next to a woman and her young daughter. We were having a nice conversation when she mentioned she had started her own business but was frustrated with her website. Of course my ears perked up and my attention was captured. I’ve heard my fair share of stories of bad advice, but this woman’s story was right up there.

She spun a long tale of woe, recounting bits of advice she’d endured during her short career with this website. I sat amazed as she shared with me the advice she’d been given and the thing she’d been told to do.

I realized that many people offering advice about website marketing read an article or two and feel as though they have it all together. Others seem to be coming from plain ignorance. And the person who pays for the bad advice? The business owner, who is usually on a shoestring budget and just wants to run her business.She doesn’t have time for unfounded, groundless advice that could potentially destroy her business.

Unfortunately, I cannot educate those who feel that they know everything already. People who are well don’t need a doctor. But I can do everything in my power to be sure that small business owners have the information they need to correctly build and market their website. All they want are straight answers in a language they can understand.

Moving to GoDaddy
One consultant told her she needed to move her website to GoDaddy’s platform. She transferred the domain registration, her email accounts…everything. Unfortunately it took a few weeks of frustration before GoDaddy support realized she was Mac-based. GoDaddy’s sitebuilder program is incompatible with Mac OS. GoDaddy’s advice? Buy a PC. Needless to say, it took just as long to get everything off Godaddy and back to her original registrar as it did to transfer things over in the first place. The result? Countless hours and dollars wasted from really bad advice.

Search Engine Submission
The next thing she was told was to pay for a submission service to search engines. This is where I had to bite my lip to keep from exploding. No one has had to submit a site to the search engines since the year 2000. Search engines have programs called “spiders” that will find your website and download a copy of your site to their servers. Submitting your site to search engines is a thing of the past. It’s not necessary and usually a rip-off offer. $29.95 to submit your website to 100 search engines? Name six of them.

Search engines will naturally find your website. Read the Google guidelines. In fact, anyone who has anything to do with creating, programming, developing, and marketing a website should be made to read those guidelines. Search engines want your website, and they work hard to get it. Just by picking up a few links to your website, you can ensure that the search engines will find your pages.

Domain Registration
Amazingly, all of the advice to this point was enough to make me scream out in frustration, but that wasn’t the best part. Her Mac guy, who helps her computer run smoothly, tells her that the “trick” to getting into Google . . . . wait for it . . . . is to register her domain for 10 years.

[blink]

Seriously.

No wonder the internet is such a mystery, and business owners make what they think are good decisions based on advice, only to have zero results. With this kind of advice, zero result would be preferable to the lost hours and ill-spent money.

Registering your domain for a few years; whatever you think will make sense is the best advice I can give. There is an element of the algorithm that is debated about the length of time that it is registered. Anecdotal evidence suggests that domains registered for a year are not as reliable as domains registered for 10 years – based on the ideas that the owner has made a commitment to the domain.

I can understand that – it makes sense. However, this item alone is not the primary part of the algorithm! It is a very minor part, and there are so many other intricacies that are much more important than the years of domain registration that you purchase. Logically, if everyone went out and re-registered their domain for 10 years, what then? Who is most relevant?

Straight talk.
The basis of website visibility in the search engines is your architecture, content, and incoming links. Those are the fundamental principles of building a website marketing strategy. Everything else supports these principles. The rest is details. For a small business owner, here are the basics:

1. Build a site that is focused on your goal.
2. Provide a clear goal for the visitor; contact form, phone number, clear directions.
3. Write keyword-focused summaries about each page in the Page Title and Meta Description.
4. Get website links from business associates, directories, local memberships.

. . . and then read the Google Webmaster Guidelines. I am surprised how many people have not seen this document. It is a true road map for any business owner who has questions about how your website should be built.

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When it comes to blogging, I find myself on both sides of the coin. Here at SiteLogic, we heavily advocate blogging for business as a great customer service/link/traffic resource. We also know how valuable it can be to have an influential blogger talk about your company or product.

On the flip side, I am also a hobby blogger with a decent following and increasing influence in my niche.

Even if it’s positive, don’t talk about us
On my hobby blog, I frequently write about my experiences as a volunteer with a local non-profit organization. I believe wholeheartedly in what we do and the benefits of our service, and my goal in sharing my stories is to spread the word. I want people to know this service is out there for their family members or as a volunteer outlet. And I’ve had great responses from my readers.

Until the organization discovered my site and asked me to stop talking about them.

While they appreciated that I said good things about them, they were worried that they could be hurt. And they were especially concerned that, heaven forbid, I had used their organization’s name. Somehow, all that great stuff I said was going to come back and bite them.

I’ll certainly respect their wishes, but I’m disappointed that their views of the internet, blogs, and online marketing are so misinformed. Even if someone is giving you negative press, it’s a bad idea to ask them to stop. It only feeds the fire. But why get in the way of someone who talks glowingly about you?

The single PR spokesperson is out
I studied public relations in college, and one of the points the professors drilled into our heads was that an organization needs ONE spokesperson. That ONE spokesperson knows the company and its core message, and is adept at handling media and other people invested in the organization. The idea was to avoid conflicting messages that would reflect badly.

And years ago, it worked. But now, people no longer trust ONE representative advocating a unified, and perceived inauthentic, company marketing spiel.

Hail the unintended spokesperson
With the advent of the internet, everyone with a connection now has a voice. If someone loves—or hates –your product or service, they can talk about it and have lots of people listen. When they feel strongly enough to write about it, especially positively, they are staking their reputation on you. When their reviews prove trustworthy, other people start to listen.

Your customers are reading reviews and blogs and forums and making their decision to buy based on what other customers say. They aren’t making decisions based on your corporate about page or how great you say your customer service is. They are listening to online “friends,” many of whom they’ve never met but have come to trust. Sometimes these influencers are customers, sometimes they’re employees, sometimes they are just brand evangelists. They are men and women of all ages, backgrounds, careers, education, and interests. And they have a lot more to do with how you are perceived than you do.

Embrace those who want to talk about you
Countless organizations have embraced their “unintended spokespeople.” And plenty haven’t, doing themselves and their most loyal customers a great disservice.

Jared of Subway fame is a classic example of embracing an unintended spokesperson. He lost over 240 pounds eating turkey and veggie Subway sandwiches, talked about his experience, became a brand evangelist, and then was brought on as the official Subway guy. When Subway discovered him and the story he was sharing, they encouraged it wholeheartedly. Jared had a great experience with this company and talked about it before he ever appeared in a commercial, which is what makes him so trustworthy. Subway didn’t respond by saying “How dare you use the phrase Subway Diet! Our marketing director didn’t endorse that.” No, Subway went out on a limb and provided more outlets and actually paid Jared to keep talking.

If you find people blogging about how great you are, find ways to encourage them.

• Send them samples of new products, give them a free membership, offer whatever service you can that will show your appreciation (and give them reason to talk about you even more).
• Ask their opinions on your customer service, marketing campaign, whatever you think might interest them and their readers.
• Give them exclusive information, interviews, or breaking stories.
• If nothing else, at least say thank you!

These are just a few ideas of ways to appreciate your unintended spokespeople and to encourage them to keep talking. Keep in mind, though, that your focus should always be providing value to them and their readers. The positive efforts you make will spread like wildfire online and will help your bottom line more than any on or offline marketing campaign. Poor handling will spread even faster.

While the old adage “any kind of press is good press,” doesn’t necessarily ring true with the internet, good internet press is the best kind of marketing you can get. And even better, it doesn’t cost you a thing beyond being willing to give up a little control.

The importance of words
Mao Tse-Tung understood the power of words when he wrote that “words are like little dynamite sticks in people’s minds . . . .” He was talking about communism, but the same holds true for marketing. Words are much more than labels, they are potential explosions that will connect and create an emotional response. Don’t let your website languish with wimpy, neutered copy. Create explosions with the power of words.

I Love Tractors!
I’ve been watching a few websites over the past few years. Watching the evolution of design and content on certain websites has always been a game, and a nice way to keep the pulse on the evolution of marketing on the internet.

The interest in the first was one spawned by Nick Usborne, after listening to his presentation on Writing for the Web in 2004. He showed the John Deere website that had promotional copy for the 4000 series tractor that was some of the softest, spineless, non-committal and vague content one could ever find. Don’t take my word for it, Nick’s caption for this example was “What has the reader learned?

The content reads:

Underneath their familiar green and yellow exterior isn’t just a redesign of the compact tractor, but a transformation. Where power is no longer measured by horsepower. Where implements practically attach themselves. And comfort is no longer at odds with productivity. One hundred and twenty improvements. Zero gimmicks. And countless firsts. These tractors are ready. 120 Improvements. Countless Firsts. Zero Gimmicks.

Neutered content
This content has no flavor, no meat. It’s boring and borderline ridiculous. They aren’t selling luxury cars here; they are selling tractors to people who have very specific needs. The funny thing is that I was in the market for a tractor, and this hit home. I was looking for something that I can get dirty tilling, mowing, digging and landscaping. Not something that looks nice on a glossy brochure. Plus the fact that NO attachments attach themselves – that’s just an out and out dirty lie. Power is no longer measured by horsepower? Please – that’s just insulting. Can it drag fallen Oak trees? Because that’s what I NEED.

Get More Done
Fortunately, things change and most times they get better. The new page for the 4000 series tractor makes so much more sense – as if they realized that people have needs, and this page speaks to it!

Content:

GET MORE DONE
With 133 attachments available you can:
Mow up to 20 acres
Till up to 5.5 acres
Lift up to 2728 lbs
Dig with a 36-inch bucket up to 8.5 feet deep.

Now that’s action – those factors speak to my needs for a tractor! This makes me excited, this allows me to envision the possibilities of what I can do, and creates the need for me to own this tractor.
On the down side, this amazingly explosive content is tied up inside of an image, rather than allowed to live on and propagate in an HTML format. Placing this content inside of a graphic keeps it contained to those who see the graphic. Allowing it to be HTML text allows it to be searchable and published in search results, copied, sent, and highlighted by those people who, like me, love this tractor stuff.

Words
The other site that I found a while ago was petsafe.net.
The homepage just struck me as soon as I found it, as it was very generic and totally image-focused. The main problem is that it was focused entirely on one image. Unfortunately, the navigation did not help this site, as the first navigational choice was “product information”. Now think about this for a second. The word product does not carry any power at all, it’s a generic word. The second problem is that the word is singular. There is no visual or contextual indication that there is an entire catalog of pet supplies. The large image dedicated to one product and the non-contextual navigation stop any user that does not have a need for that particular product. Nothing draws the viewer into the website.

Fast-forward a few years, and the new PetSmart website is miles beyond the prior installment. This homepage provides a clear explanation of the website:

Safe Pets. Happy Owners.
Awesome tagline! You know what they sell and what they are about in only a split second of looking at the page. The links and groupings allow people to instantly get into the deep content of the website, either through the pet product finder (relational links) or specific product links (utility links).

Thankfully, the navigation was changed to “Products” which is still generic, but plural, implying many more products are available through that link. The new page has much more emphasis on content, the customer testimonial is a nice bonus, and the content directs people to the importance of loving your pet. This connects on a different level, as you will buy products to protect and benefit your pet because you love them, not so much because you need to be sold into it.

I am assuming that the change in this site to this new homepage has made a significant impact of increased traffic and search engine rankings. By implementing more html-based content, it gives the search engines a little more ammunition for contextually classifying your website. But the best result of creating content that connects with readers is that it works. It provides benefits, ideas, answers. And that’s what people are looking for.

Creating Explosions

I love seeing companies get the content right on their websites. I don’t mean explode from the bulk of content, but exploding in relevance and power. Too many companies rely on spineless, filler content in the place of real words that have actual meaning. Customers aren’t looking for filler, they are looking for explosions that will motivate and inspire them to action.

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Creating a Customer Experience

I attended the Small Business Marketing Unleashed conference at the beginning of this week fully expecting to learn a whole lot of good internet marketing information from a great group of speakers. And I did. However, I wasn’t expecting to become part of a warm, welcoming, and helpful community that extends beyond the two-day conference. But I did.

The Unleashed conference was all about community both in the sessions and the networking.

1. I was able to network with almost all of the other attendees and build lasting relationships with many of them.
2. The speakers emphasized building and marketing websites focused on the visitor, rather than the search engines.

Real-live handshakes, face-to-face conversations, and more than a few tweets
One of the pros of the internet is that we can easily connect with people all over the world. On the flip side, the con is that we spend more and more time online with virtual friends—and less time face to face. Working in the internet marketing industry naturally allows for a widely distributed client and colleague base, many of whom we never see. So I loved Unleashed because I finally got to meet many virtual friends and colleagues in person.

The crew behind Small Business Marketing Unleashed—Jennifer Laycock, Robert Clough, Rachel Phillips, and Vickie Evans of Search Engine Guide and Small Business Brief—were brilliant in starting off the conference with a speed networking and charity event. (Think speed dating with three minutes and business cards and no evaluations.) By “forcing” all of us to talk to each other, any speaker/attendee cliques that could have potentially formed were broken up from the start. Pushing us out of our comfort zones to meet new people on that first night made it a whole lot easier to do so throughout the rest of the conference.

• Internet marketers shared knowledge with business owners.
• Speakers befriended attendees.
• Neighbors asked and answered each other’s questions during sessions.
• Previously total strangers hung out talking about the industry and life in general until the wee hours of the morning.
• My Twitter tweet rate quadrupled at least as we are continuing the conversations now that we’ve returned to our homes all over the country.

As a result, I came away from the conference with a head full of knowledge and a contact list full of friends and resources willing to share ideas and input. And a whole lot of new friends.

Information-packed sessions with a focus on people
I was looking forward to Unleashed because it was a smaller conference (purposely) yet offered some of the best professionals in the industry as speakers. I knew the sessions would go into each topic in-depth and send me home armed with practical applications. And I wasn’t disappointed.

Sessions that stood out included:

Intro: SEO Success Pyramid by Matt McGee
During the overview session, Jennifer Laycock, Wendy Piersall, Matt Bailey, and Matt McGee set the tone for the rest of the conference. Jennifer made the excellent point that “search engines are like Pinocchio. They just want to be a real boy.” She meant that search engines continually try to think more and more like real people. Build and market websites geared focused on your visitors, and you will be successful in the search engines. This theme was carried on throughout the conference.

Matt McGee shared his SEO Success Pyramid, a great concept he recently developed to guide the SEO process. The pyramid has five levels:

1. The foundation: has nothing do with your website. The foundation is about preparing yourself for success by ensuring that you have a unique product, good customer service, etc.
2. The first steps: preparing your website for success. This includes design, usability, analytics, etc.
3. Nuts and Bolts: improving on your website with content, crawlability, and contextual links.
4. Reaching out: getting involved on other sites.
5. What its all about: gaining trust.

I loved this concept because it’s the same thing we preach at SiteLogic: SEO is about so much more than putting keywords in appropriate places. It’s about selling something people want, building a website that is easy to use, focusing your visitor on your goal, and building a good reputation that will have longevity. Download Matt McGee’s SEO Success Pyramid for free.

Website Architecture with Stoney deGeyter
Stoney broke his presentation into three main topics:

1. Domain and URL structure
2. Page and document structure
3. Link structure.

Stoney emphasized that the most important thing to keep in mind when building or maintaining a website is “Don’t make them think.” Make navigating and using your site as obvious and as easy as possible. If visitors can’t figure it out, they’ll just leave.

The session was filled with good technical information without being confusing to those who come from a marketing background. This laundry list of items of which to be aware is essential for any marketer or business owner who wants their website to be effective for visitors and search engines.

Building a Community with Wendy Piersall
Wendy shared methods for successfully building a community around your website. She said the most important thing to remember is WIIFM, or “What’s In It For Me?” This is the question visitors will ask themselves when they come to your website. If you answer that question well, they’ll stick around. Always remember to focus first on your visitor, and last on your own ideas.

Blogging For Business with Mack Collier
Mack, a regular contributor to Search Engine Guide and blogging expert, provided some great information in his speaking debut. As did many of the other speakers, he emphasized the importance of focusing on your visitors above all else. Mack’s elements of a great blog include:

1. content
2. posting schedule
3. comments
4. sidebar elements

Mack strongly recommends including a picture of you and a brief bio of you on your blog. Allowing visitors to really know who you are adds to your credibility and personality and encourages them to stick around.

He also noted that blogs are great for targeting long-tail keywords.

Keywords and Content with Heather Lloyd-Martin
Seeing as Heather practically invented the concept and has a witty, energetic speaking style, she was a no-brainer to lead this session and workshop. I appreciated her focus on writing copy that focuses on the visitor and helps them to understand and navigate your site. Heather strongly emphasized that people’s decision to purchase stems from an emotional connection. She also explained that shoppers are willing to pay more if they relate to your company. Building that relationship and trust is where small businesses can really shine. Thus, it’s essential to create that emotion through your website’s copy.

Heather’s power placements for primary keywords are:

• Headlines
• Subheads
• Benefits statement based on keyphrases
• Links and anchor text

Link Building with Debra Mastaler
Debra is the queen of link building, and I was really looking forward to the opportunity to learn the secrets of the trade from her. Between the day one session and day two workshop, she blew through a ton of great information. While my brain felt a little fried at the end, I walked away with a solid understanding of how to run a link building campaign and knew exactly how to get started. At the workshop, Debra provided a “blueprint” for link building with the best methods for getting started. They include:

• searching for authority sites
• directory submissions
• article directories and content sites
• press and media links
• utility linking
• social buzz

Viral Marketing with Jennifer Laycock
I attended the viral marketing and link building workshops back to back, and came away completely inundated with great information. If you needed to know what viral marketing is, how to plan and run a campaign, and how to choose the tactics that are best for your organization, you would have been completely prepared after Jennifer’s workshop. She talked about:

• the benefits and pitfalls of viral marketing
• creating the idea
• tips for creating and running a campaign
• types of campaigns with pros, cons, and examples
• identifying influencers
• and pitching bloggers

She so well prepared us in her presentation, no one even had to ask questions!

Off and running across the internet
We are all now back home and off and running with new and improved internet marketing campaigns and tactics. Needless to say, if you weren’t at Small Business Marketing Unleashed this week, you will not want to miss out on it next year! You can expect to come away with a plan for how to best market your website online and greatly improve your organization.

• Small Business Marketing Unleashed conference website
• SBMUnleashed photos on Flickr
• Live blogging recaps of conference sessions and workshops on Search Engine Guide

The New Speed of Mass Communication
The past few conferences and events that I have attended witnessed the party-crashing technology of Twitter. If you are new to Twitter and not sure what it is, or haven’t even heard about it, here is the best way to describe it: imagine seeing all of your friend’s Instant Message conversations with each other and you – and being displayed to the world. It’s a new way of communication that is transforming communications and the speed at which news, articles, happenings and events are passed.

What’s Twitter?
If you donlt know what twitter is, then I strongly suggest that you go through these resources. There are some very practical advice for using Twitter for Journalism, Marketing, PR, and Word-of-Mouth. This article is going to focus on the observations of twitter from a speaker’s perspective.
Jennifer Laycock’s Series on Twitter – One of the best for understanding the technology and the applications for “the rest of us”. From Twits to Tweeple, Why I Embraced Twitter and You Should Too

Ultimate Guide to Twitter Tools and Resources for Journalists

Lee Odden’s Guide to Twitter as a Tool for Marketing and PR

Twittering: A Speaker’s ViewPoint
As a conference speaker, I use the non-verbal communication of the crowd to determine if people are with me or not. Good amounts of my presentations are ad-lib and can go in vastly different directions depending upon how responsive the classroom or crowd is to me. Using that feedback is very valuable. In the past few presentations, people have been using Twitter via their laptop, cell phone, or iPhone. What is happening is that people are responding real-time to a speaker or presenter as a session is happening.

The Twitterbyte
My personal response is divided. While I enjoy the feedback and can go and review the “tweets” that happened during the session, it was very eye-opening to see what information gets twittered by session attendees. This made my realized that no longer can I focus simply on providing sound-bites for bloggers; I have to review my presentation to find the “twitterable” content.

Interestingly, the twitters by attendees fell into a few different categories. By order of my observation:
1. Off-handed and ad-libbed comments
2. Answers to questions posed during the session
3. Bullet points from the slides
4. Things that happened – (my Madden-style drawing stylus burned up in a session)

Speaker/Presenter Concerns
Interestingly many quotes from my presentation were put out on Twitter, but what was concerning is that the attribution I made to another author or blogger did not get published. The quote was published on twitter because I said it, but I was quoting someone else.

This happened at the Small Business Unleashed Conference this week, when I quoted Avinash Kaushik’s blog post about Analytics being 90% the person and 10% the software. What was twittered was, “Matt says analytics is 90% the person and 10% the program.” That type of attribution makes me shudder, as I quote people often, and I always try to include attribution in my PowerPoint slides or verbally. Neither the verbal nor the PowerPoint attribution didn’t make it into Twitter – maybe because of the character limitation.

I attribute as much as possible, as many times someone has said it better and simpler than I ever could. As a speaker it bothers me that many quotes and information can now be taken out of context on twitter, when they were properly attributed in the session.

Planning Twitterbytes
Now I feel the need to “Twitter-fy” my presentations and prepare for the inevitable Twittering of my sessions by planning “Twitterbytes”, along with the ‘sound bites’ for bloggers and note-takers. That means keeping more control of my ad-lib comments, knowing they could easily be twittered. Also, questions asked during a presentation get people’s attention, which makes it twitterable; and many times the person who asks the question will Twitter the answer. You may be surprised at what people latch onto and tell others. Be ready to give an answer or potential explanation for what was twittered. However, when the session is over, so are the tweets - as a speakers, you only get to see the feedback afterwards.

Other observations
One of the first ways that I saw Twitter coming of age was from the SWSX conference. During an interview of Facebook founder Mark Zuckerburg, Twitter came alive with people criticizing the interviewer, who was becoming the focus of the interview. The crowd turned on the interviewer and I was able to view a live status report from hundreds of “tweeters” attending the interview at SWSX.

Mack Collier provided some additional observations from SWSX. One session moderator twittered during the session asking if there was content that was not being covered in the session that attendees would like to hear. She was able to take the twitter responses and shape the questions to the presenters in order to follow the request of the crowd.

Twitterbyte
It’s the dawning of a new age, where information is condensed into the 140 character Twitterbyte and transmitted to hundreds, maybe thousands of people in seconds. And the sound bite, which was known for its stunning lack of context and depth, which transformed the video age (most recognized in the realm of politics) is now looking surprisingly detailed.

What is Engagement?

At the recent eMetrics conference in Toronto, Canada, I heard a number of people talk about site engagement. They all seemed to have their own idea of what it was exactly, but for the most part, it all had to do with time on site and page views.

Time on Site/Page Views Engagement

I heard the Director of Customer Intelligence and Analytics for a certain major software manufacturer say that they have such a successful site because people spend so much time on it, and look at so many different pages. I have my own idea about what that is called, and it is not engagement.

I think people spend a lot of time on his website because they have purchased the new operating system, are having problems with it, so they go on the the site to find help. They look at so many pages because they can’t find what they need.

Is that engagement?

Are visitors really engaged with your website when they are unhappy?

As an analyst it is always very tempting, and easy, to tell a client, “Look at that, people who searched for this term spent 10 minutes on our site, and looked at 20 pages. They are really being engaged on SuchAndSuch.com.” But let’s break that down. 20 pages in 10 minutes. That is an average of 30 seconds on each page. That is a decent amount of time on a page, but it’s a lot of pages. Did they find what they were looking for? Are they being engaged?

If this an e-commerce site, did it result in a sale? If they didn’t buy, they didn’t find what they were looking for. Were they engaged?

Successful Visitor Engagement

Now let’s look at another scenario. The average visit to a site lasts 10 minutes, and has 2 page views. That is 5 minutes on a page. They are obviously either reading, or watching video.

Who is more engaged? 20 seconds on a page, or 5 minutes on a page.

Now for the big question. If a visitor to your site is unhappy, and leaves unhappy, were they engaged?

I believe that engagement is something more than page views and time on site. It is deeper than that. It comes down to whether or not a customer on your site is successful , and found what they came for.

If a visitor is successful, they have been engaged.

If they are happy when they leave, they have been engaged.

If they found information they needed, they were engaged.

If they bought something, they most likely were engaged.

Measuring Visitor Success

Now you’re asking “Well, how do I measure engagement now?” That’s a good question. There are many companies out there offering to tell you if visitors are happy and engaged. Usually by using annoying pop-up surveys which defeat the purpose of wanting people to be happy.

You need to figure out what the purpose of your site is, then find out how you can make people happy. After that, you can start to find out whether or not people are engaged.

Are you still measuring engagement as time on site and page views? Or are you doing something new, exciting and different?

As I wrap up my sixth month as a bona fide internet marketing professional under the influence of Matt Bailey, I’m starting to hit my stride. I’ve figured out in which areas I’m naturally talented, what most interests me, what is effective and what isn’t, and what I’d still like to know more about. Besides, this industry is constantly evolving and there is always more to learn.

So I am beyond excited about attending the Small Business Marketing Unleashed conference in Houston on April 21-22. Facilitated by the team behind Search Engine Guide and Small Business Brief, Unleashed is a two-day intensive conference complete with workshops, networking events, and a host of talented and knowledgeable speakers. It’s geared towards small business owners and newbies to the internet marketing industry.

I’ve been fortunate to quickly build a solid search engine marketing foundation working under Matt here at SiteLogic. But I’m not about to pass up a chance to learn from some of the best in the business!

Helping Small Businesses Level The Playing Field
I’ve always loved working with small businesses to help them make their communications more professional and effective. And the great thing about online marketing is that the internet levels the playing field between big business with big advertising dollars and small business with, well, not so much. With some SEO and a great link building campaign (for starters) a small business website can rank right up there with the big guys. And it doesn’t cost tons of money (or even very much) to get there.

Unleashed is geared towards small businesses and internet marketers who want to get the biggest bang for their buck out of their websites. Whether your site is geared towards sales, leads, memberships, or page views, the sessions at this conference will give you practical, easy-to-implement tools and strategies to vastly improve the effectiveness of your site.

The conference is purposely being kept small in order to facilitate the best possible learning experience for those who attend. Instead of a major industry conference with thousands of people and basic sessions, Unleashed will dig deep into each topic.

Practical Sessions And Workshops
The sessions and workshops I’m planning to attend are a nice mix of topics I know something about and ones I know little about. Regardless, I’m expecting to learn a lot from all of them. The first day of the conference is informational sessions. The second day is filled with a variety of intensive workshops to supplement the sessions from day one. Topics I plan to attend include:

• Keywords and Content. This workshop is all about how to choose the right keywords and then integrate them into your content. It’s about a whole lot more than just title tags.
• Link Building. I know why it’s important to get links, and I know how to get them for my blog. But I’m going to this workshop to learn how to plan and run an actual link building campaign. It focuses on creating a long-lasting strategy that will improve traffic and sales as well as rankings.
• Viral Marketing. I know a bit about viral marketing, the buzz phrase of the day. But I need to know how to actually plan and implement a viral campaign; what works and what doesn’t; and how to identify key “influencers.” All of these are key topics for this workshop.
• Blogging for Business. I’m a big believer in blogging for gaining links and traffic, branding yourself as an expert, and for fun. I’ve seen firsthand how successful running a blog with a few key tactics can be. This session will cover blogging as a component of your greater marketing scheme. It includes tips and tricks for building your blog and audience.

Those are some of the sessions that interest me most, but they all look amazing. I wish I had Hermione’s time-turner so that I could check them all out! Other topics include:

• Site Architecture
• Social Media Marketing
• Web Analytics
• Site Clinics
• Building a Community
• Paid Search Advertising

Knowledgeable, Approachable Speakers
The speakers for the Unleashed conference really are some of the best in the business. I’ve had some contact with several of them, met several personally, and read blogs for most of them. They really do know their stuff. Their expertise is also recognized by other top industry professionals.

Most of them will be available after their sessions and during various network events. They love to meet you, answer your questions, and talk about the industry or life in general. (Personally, I can’t wait to meet Christine Churchill and talk to her about that gorgeous horse I’ve seen in her profile pictures.)

Register Now And Get A Discount
The total cost for Small Business Marketing Unleashed is $975 and includes all of the sessions and workshops, a networking dinner, and a flash drive with conference materials. Enter the discount code PUPPY when you register and get a $100 discount. Workshops are limited to 50 people, so register soon to make sure you can get into the ones you want.

The ROI of Search Engine Optimization, Usability, and Analytics.
I’ll tell you why I love what I do. I love helping other people be successful in their business. And this industry provides the tools for making an impact. Right now.

SEO, Usability, and Analytics are the best investment that you can make for your online business. If you have never looked at optimization, usability, or ‘real’ analytics research for your website, then you have missed a wide-open opportunity to get the most out of your website.

These three factors have always resulted in success on many websites, and when combined, they are even more powerful in their results. Even websites that experience at least one of the three: search engine optimization, usability, or analytics; will experience a drastic change for the better, as each one provides significant direction to improve your website.

Regardless of the purpose of your website, selling stuff, getting leads, or page views, utilizing these three methods of website improvement will pay off far beyond your investment in a specialist, in-house training, attending a seminar, or however you choose to get it done.

Analytics = 900% to 1200% ROI
Forrester research showed that a company that brings in a dedicated analyst can result in a 900% - 1200% ROI. That’s something to get excited about. In my experience, that return can usually be experienced within the first few months of implementing the changes that the analyst recommends. The biggest problems will be identified first.

Usability = 80% to 200% increase in desired metrics.
According to Jacob Nielson, usability improvements six years ago averaged 135%, now it has fallen to 83%, (it’s higher when you look at specific metrics). The main reason is that designs are getting better than what we were accustomed to viewing in the 1990’s. However, from personal experience in usability, website sales in ecommerce sites can improve dramatically simply with a usability review. I have worked on some projects were the ROI of the usability changes was over 4000%. It’s amazing some of the obstacles that are placed in front of users, but never tested or reviewed with live subjects.

SEO = (the wildcard) 40% to 4000+%
Search Engine Optimization is the real wildcard. Some sites respond very quickly to simple on-page optimization techniques an there is an immediate change to improved rankings and increased visitors. Other sites require more attention and additional off-site or on-site optimization help, or even a full marketing campaign in order to see results. It really is determined on a case-by-case basis. However, you can’t get around the fact that a simple optimization project on a website can result in increased rankings.

The full impact of SEO cannot be fully measured, as factors such as “the long tail,” ranking positions, and tracking systems make it very hard to calculate the true return from an SEO campaign. Not the least of which is that SEO campaigns have grown far beyond what they were in the past. Simply placing keywords in the title tags is not the primary concern of the Professional SEO. Search Engine Optimization has become more more integrated into the entire marketing process, which makes ROI in this area very hard to nail down as a general rule-of-thumb for all types of websites.

Combined Campaign = Exponential Results
Amazingly, when any of these disciplines are coupled together, the ROI factor increases. SEO combined with Usability provides amazing results and will usually result in a change of website navigation and architecture. Usability combined with Analytics will usually produce SEO-type recommendations and improvements, along with significant awareness of the visitor and their tendencies on the website. You may not like what you learn about people’s opinion of the site after that type of review. However, implementing those changes will provide a dramatic return on the investment.

After attending last week’s Search Engine Strategies, I saw first-hand that the (possible?) recession, while on some people’s minds, is not going to stop business, and it won’t stop online marketing. Savvy marketers will take this opportunity to improve the customer experience and get the most out of their websites.

This is why I love what I do, and why I focus on these three areas first when marketing websites. Most companies want to run headlong into the social media game, when they have not even taken the first steps to get the most out of their own websites.

Improve the experience at home first, and then invite others over.

Related Articles:
Marketing without Metrics?
Destructive User Testing with Rayco
The Basics of Search Engine Optimization