Get More from Search - Trends in Search & Social Media

The social media hype continues and is enticing companies of every shape and size to dabble in creating new networks. To facilitate the craze, dozens of open source social networking platforms have launched. Jeremiah Owyyang’s blog lists over 60 brandable software platforms that can plug into your existing domain, allowing you to create your very own social network.  But should any company build a social network?

In a Deloitte study of 100 businesses with online communities, Ed Moran found that 35% of these communities have less than 100 members and less than 25% have 1000 members. 6% of the businesses studied spent over $1 million on their social networks. Sadly, all too many fail at their attempts to connect customers to their brand because instead of focusing on the community itself, businesses are focusing on the value that social community could provide for their business.

Despite the failures, there are definitely industries that DO have ready-made communities with well-established brand alliance, and have a greater chance of building successful online communities. These verticals might include: local television networks (daily news watchers), radio (listening audiences), niche local communities (apartment renters, child-safe search) and education (school districts, private schools, universities).

Clark County School District, the 5th largest school district in the nation with nearly 300,000 students, was a few years back, reportedly the largest user of bandwidth in the Las Vegas valley. Schools are instant communities – not just in the “will you be my friend” sense of students, but in the student to teacher, student to parent and teacher to parent and relationships. Because they already have distinguishable groups in these necessary and long-standing relationships, Clark County can foster those relationships through a community network, which they’ve begun to explore with the CCSD website.  Feedback mechanisms aren’t yet extant, but Homework Hotline, a public television program, gives students an outlet during the week to call in and ask teachers their tough homework assignment questions. Their content management system, my.CCSD.net reach the three main constituents in these ways: 1) teachers can create personalized websites to communicate with students and parents; 2) students can access to homework resources and assignments; 3) parents can locate their children’s classroom and assignment information online without involving the child or teachers. A cursory look at some teacher sites didn’t provide a lot in the way of content or personalization, but it is summer after all; the start of the school year should light this online community back up.

Another example where community exists is the multifamily industry. Most multifamily companies have a couple clear-cut missions in life (e.g. collecting rents and driving occupancy rates), and one of those is to establish and promote their brand for longer-term connection with an increasingly transient population.  Before signing a rental contract, an individual needs to identify with what that apartment provides. Thus, the rental market is now driven by amenities. “Lifestyle” is the buzzword for providing more than a roof over people’s heads at the right price and location. Now, apartment companies need to provide online services ranging from rent pay to pet sitting to VIP concierge services and customized local search while hosting real live social activities such as community pool parties, golf instruction classes and more. While it may sound exhausting (and it probably is), apartment companies are finally optimizing their built-in community of residents and finding creative ways to connect the residents together, along with meaningful lifestyle amenities that cement the value of their brand, while gaining loyalty in the minds of renters.

Riverstone Residential, the nation’s third largest apartment management company representing around 340,000 residents, offers a moving program, Riverstone-to-Riverstone. This amenity helps transfer residents to another Riverstone community within a metro or across the country, sans application process and deposit fees. Combined with their Living Made Easy features, including “Your Neighborhood Directory,” a local search engine launched in three metros, where users can find just-down-the-street local businesses via a true search results format (e.g. not just Yellow Page data), residents benefit from buying into the Riverstone community and the value it provides to their daily lives.

Morals of the story:

• If you don’t have a pre-existing community, don’t assume that you can create one (and don’t spend a lot of money trying to create one).
• If you do have a pre-existing community (and they already visit your website regularly), focus on the value that your social network will provide to your users.

Are mainstream online marketing services the answer to helping small businesses increase their online exposure and profits? Sam’s Club seems to think so. But does that make it so?

Sam’s Club’s LeadConnect offers online advertising services packages starting at $25/month that include submitting the local business’ profile to search engines and Yellow Page directories.

Those in the search industry know that good search engine optimization and marketing techniques include a substantial education cycle and far more action than “hand submissions” to the major search engines and directories. While we’re all for local businesses giving online a chance, it probably isn’t in their best interest to market this type of service without educating on what will really drive results.

Even pay-per-click advertising isn’t the end of a dedicated SEO campaign. Your website has to feature relevant, well-organized content that speaks your customer’s language and provides a 2-way feedback loop between business and customer. Being found because you submitted to the search engines is a long shot, and even if searchers do find you, you still have to engage and support their discovery process.

What local businesses need is education – not a laborious SEO university education – but some cursory knowledge of what constitutes a results-driven online initiative. Then, they need help in taking the appropriate actions for their budget and specialty.

It’s not just about submitting listings or buying placement – it’s about how you represent online and whether your online presence is as worthwhile to visit as your offline location. And if SMBs don’t understand this, they’ll spend that $25 or $100 a month and not see adequate results. They could become bitter about the Internet and search marketing in general.

Making SEO mainstream sends a message that brands are built by hands-off methods. Truth is, it’s going to take more than $25/month and a one-time web form to make it online. Education and a little manageable action are the keys to using the power of the online community to a small business’ advantage.

If ever there was a time to engage and reach out to your customers, it’s now. There are so many ways of letting your good customer practices shine. Yes, social media and customer-centric practices can be uncomfortable to step into, but the end product can mean loyal customer partners for life.

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Take in this real-life story about a company with heart – and get some inspiration for your own sincerely driven efforts to positively impact the lives of your customers. Zappos’ uncalled for sympathy, as reported by Zaz Lamarr in her personal blog, “Writing, Cooking, Life,” has sparked a lot of publicity online. We doubt that was the end intention of Zappos, but rather that it was a random act of kindness. There were people at the company thinking from the heart rather than the head who went beyond the rules to let a customer know they really care.

I Heart Zappos

I really do.

One bright, extraordinary note in all of the sad stuff of the last few weeks – in May we had ordered several pairs of shoes from Zappos for my mom. She’d lost a lot of weight, and her old shoes were all too big. She had a whole new wardrobe of clothes in pretty colors, that fit, so I wanted her to have some pretty shoes that fit, too, when I took her up to Oregon to stay where her sister is. Out of seven pairs, only two fit. Not bad considering she’d never been this thin, so I was winging it, and the return shipping is free.

The rest were here waiting to be returned. Because of various circumstances – lost label, my mom being hospitalized and me being away, the shoes were never sent back. There’s a time limit on the return of 15 days. Remember this. When you do a return to them, they pay the shipping, but you have to get the shoes to UPS yourself. Remember this, also.

When I came home this last time, I had an email from Zappos asking about the shoes, since they hadn’t received them. I was just back and not ready to deal with that, so I replied that my mom had died but that I’d send the shoes as soon as I could. They emailed back that they had arranged with UPS to pick up the shoes, so I wouldn’t have to take the time to do it myself. I was so touched. That’s going against corporate policy.

Yesterday, when I came home from town, a florist delivery man was just leaving. It was a beautiful arrangement in a basket with white lilies and roses and carnations. Big and lush and fragrant. I opened the card, and it was from Zappos. I burst into tears. I’m a sucker for kindness, and if that isn’t one of the nicest things I’ve ever had happen to me, I don’t know what is. So…

IF YOU BUY SHOES ONLINE, GET THEM FROM ZAPPOS.

With hearts like theirs, you know they’re good to do business with.

You’ve inspired us all, Zappos. We encourage all companies to think outside the sometimes stuffy lines of corporate-to-consumer relations and think like a human, with heart.

Post by David Gosse.

Author: Mark MorrisSearch Engine Marketing, has frustrated even the most technically savvy marketers. A necessary part to the online marketing area, including affiliate programs, email marketing, online placement, and sponsorships, requires that a smart marketer not only understand business objectives but then applies them to the major components of Search Engine Marketing.

1. TRACKING YOUR R.O.I. SEM (Search Engine Marketing) can be tracked far better than some other forms of advertising. You track success of campaigns right down to the exact keyword or phrase a searcher typed in to find you. With the proper implementation of analytics software you can tweak your ROI more easily.

2. TESTING YOUR PERFORMANCE In general, testing online advertising is easier than offline. But in the case of SEM it’s even better. Test things on the fly and see what performed better.

3. PRE-QUALIFIED Most searchers have ALREADY MADE A BUYING DECISION. They are using search engines to research vendors and products. Prospects from search are usually more qualified.

4. CONTROL Because SEM is so flexibel you have more control over you message. YOu can create a more relevant message to each of your targets.

5. INFORMATION WEALTH Because there is such a big boom in SEM right now, there is a wealth of information to be found. SEM is not as mysterious as it used to be and much easier to jump in to.

About the author:

We cracked the code to making a fortune on the Internet, and we can teach anyone how to do this. Will it take work? Yes. Is there a small learning curve? Yes. But can you do it? YES!

www.CashWaveTraffic.com

Assuming you are already into an affiliate program, what would be the next thing you would want to do? Double, or even triple, your commissions, right? How do you do that?

www.Netprofits.PRomoBlackBox.com

Our attention spans are shorter these days. With the immediate answers available from search engines, we’ve come to expect more from the websites we visit. As such, we’re all guilty of nibbling on site after site, looking for the right combination of design, content and product that will stop us in our tracks and engage our busy minds.

Your website visitors follow this same pattern. If, for instance, your website takes too long to load, they’ll just continue onto another site. Your goal as a website owner is to slow visitors down, giving them time to absorb your message and let your product or service make a lasting impression. So how do you capture their attention without frustrating them?

Simple is better. If you give people too many choices they will become overwhelmed and will go to a site that will make it easier for them to choose. Even if your company prides itself on a plethora of products and services, your bottom line will be better served by putting the spotlight on a few timely, best-selling products and guiding visitors to learn more about those products. A little bit of information can go a long way. Don’t overwhelm users with the details. Instead, focus on the information that is important to them – often the key benefits and purchase-critical information (shipping, privacy, guarantees, customer service, etc.). If you provide them with too much information it will confuse them instead of clarifying the offering.

Relevant content is great, but too much or the wrong content is great at driving people away. You’re the expert in your field, but don’t expect your visitors to read protracted discourses on your company’s virtues. Those are better left for business plans, not for websites. Remember the simple is better philosophy and always be relevant. Strive for engaging, succinct editorial that invites an action. Try call-outs in the sidebars with various call to action items to cater to various personalities – make sure that your visitors can get to know and get in touch with your company in the method they’re most comfortable with.

Limit distractions. There’s always the potential that an engaged visitor one second will become another site’s visitor or customer the next. Incorporating third-party ads can be a great income generator, but they can also invite site hopping. Go for ad serving technologies where you can control the ad content and disable competitive messaging whenever possible. Your goal is to keep visitors on your site as long as possible because the longer they stay; the more likely they are to purchase a product or service.

Remove the stumbling blocks. Leaving the prospect with the potential for too many decisions will send a 90% closed sale into a missed opportunity. Once a visitor turns into a prospect, you’ve got to make absolutely certain that they have all the decision making pieces in full view (i.e. price) or within one pop-up window away of “Buy now” or “Contact us.”  Abandonment is often due to not enough of the right information and that’s just an unnecessary faux pas.   

Design for easy navigation. Keep your page design fairly consistent to minimize confusion. Site visitors look for critical information in the top menu of a website – so make sure the most important pages and action items are always visible.

Not driving visitors away from your site means slowing them down long enough to understand your message and learn why they should buy your product or service. To do this, incorporate these principles:  keep it simple, relevant, non-distracting, decision-making friendly and easily navigable. By doing this, you’ll convert visitors who really want to learn and enter into a purchase. The people who are just nibbling aren’t ready to convert – but your site will be memorable and who knows, they just might come back when they’re ready to stay.

We know that search is the #1 tool that consumers use when researching products and services but it’s interesting to see that other media continues to facilitate the motivation to search.  

In a survey conducted by BIGresearch for the Retail Advertising and Marketing Association, it was found that consumers are often motivated to search after interacting with other media outlets including magazines (47.2%), reading an article (43.7%), watching television (42.8%) and reading a newspaper (42.3%). Men are more likely than women to start a search after listening to the radio (34.4% vs. 24.9%) while women are more likely to respond to receiving coupons than men (41.8% vs. 29.0%).

Which outlet deserves more attention from your budget? It depends on your audience’s media patterns. Market research and studies will help you drill down the particular areas you need to focus on, but the new purchase pattern of consumers and businesses involves a multiple media approach – and that means that your business must adopt the same pattern for your marketing campaigns.

While many forms of advertising are beneficial, such as product reviews in magazines, radio ads, and relevant TV commercials, it is unlikely that the prospect will act on that information immediately. Over time, repeated exposure or a genuine need will drive your customers to a search engine where they’ll begin their decision-making process in earnest.

While we’ve been reading about this paradigm shift for a few years now, the connection is still far from seamless in the minds of so many marketers. Yet, the new reality is that advertising is a means to drive traffic to your website or to vertical sites that foster the research/purchase cycle - and that actuality can take some getting used to.

Crossing the chasm to capture the purchase cycle interest requires that you always feature online activities (search, website, communities) in the call to action in all ad campaigns. Based on the knowledge that the majority of your customers are going to look in search engines for you or visit your site directly when you’ve caught their attention, then you must gear everything you do toward that behavior.

If you’re running a magazine ad for a new high-tech add-on to an existing product, prominently feature a micro-site for that product. That micro-site can do more for conversions than 1000 full-page ads ever could. It’s about delivering the complete decision-making package to the prospect instantly: text, video demonstrations, customer testimonials, and if applicable, outgoing links to retailers/reviews/social networks that support your product. And don’t stop with creating micro-sites, practice best SEO techniques to get the most relevant content into the search engines ASAP.

Additionally, you should customize the online destination for each campaign for the audience and the product. Sometimes, a favorable product review might be the best landing page for a campaign. Or, if you have an active blog community that engages a loyal readership and creates a transparency with your brand, that might be the best scenario for a buyer demographic that thrives on casual but intelligent repartee. 

Another important realization is that your consumers will communicate with each other after they have purchased your product.

Joe Pilotta, Vice President of BIGresearch says, “Retailers must realize that online communities are now producers and through their stories are able to extend the distribution of traditional media with a trust and truth not even approximated by mass media.”

Word of mouth is a powerful tool and even online consumers are most likely to communicate about a product or service face-to-face (68.9%), but bear in mind that consumers do utilize other methods for communicating their experiences: email (53.1%), telephone (50.9%), and cell phones (30.0%). Young adults are more apt to use new media sources to communicate about products and services they have purchased, including instant messaging (37.5%), text messaging (23.7%), and online communities (20.6%).

In summary, a diverse advertising strategy is important, but it has to: 1) communicate to your audience within the media that they’re most likely to interact with; 2) drive potential customers to the Web where they will search for your brand, make their decisions and communicate with other consumers post-purchase.