Facebook and Your Fan BaseIf your business has a presence on Facebook, then you’ve already taken the first step toward connecting with your current and potential customers on one of the most popular social networking sites to date. But to fully benefit from having a fan page on Facebook, you’ll need to actively engage your fans to maintain their interest and keep the momentum going for your business.

So how can you accomplish that? Let’s look at seven ways:

  1. Advertise your fan page. To get the most out of your page, you can’t rely on the mantra: “Build it and they will come.” You’ll need to get the message out to your current and potential customers by advertising your new Facebook page. At the very least, you should link to your fan page directly from your website, blog, Twitter page, or other online forum. You’ll want to make sure that the link is at the top of the right or left column on your website, especially in hot spots like the masthead. Including a Facebook icon is the best way to draw attention to your link.

    To boost your advertising even further, try using Facebook ads, blog posts, or other messaging to communicate your page’s existence to future fans.

  2. Build your brand. You should mention your Facebook page on all of the elements in your marketing program. One of the quickest ways you can do this is to include a link in your email signature. You can also mention your Facebook page on any fulfillment materials, invoices, packing slips, company brochures, or business cards. To gain popularity, you’ll need to spread the news through every customer contact avenue that’s available to your business.

  3. Include your company information. On your Facebook fan page, there’s an Info tab that allows you to include information about your business. At a minimum, you should provide an overview of your company, information about your products or services, and a link to your website. But you don’t have to be constrained by the current categories. With a little creativity, you can expand on this part of your page and use it to drive conversion in other areas. For example, in the Company Overview section, you can place links to specific pages on your website, or you can add a sign-up form that lets people subscribe to your email newsletter. This area is also a great place to put links to your other social networking sites, such as Twitter.

  4. Create a landing page. One of the greatest aspects of Facebook’s fan page is the ability to create a landing page that leads into your “actual” page. Facebook provides an application called Static FBML (Facebook Markup Language), which allows you to use basic coding to create a small landing page that becomes the first thing people see when they come to your fan site.

    To install this tool, log in to Facebook and add Static FBML to your page. Once you’ve installed it, you can insert your code and adjust your settings on your wall so that people who aren’t yet your fans will land on this particular page first. To get the most out of this technique, you should provide a short description of your business and request that people become a fan of your page. I’ve known businesses that have used this technique and have been highly effective in converting visitors to fans.

  5. Provide engaging content. Having a Facebook fan page provides an ideal opportunity to interact with people. The more information you include on your page, the more inclined your fans will be to stay involved. But remember, interaction requires the efforts of both you and your visitors. And when your fans are more involved, they’re more likely to take advantage of special promotions you might be offering or to suggest your fan page to their friends.

    To encourage interaction, you can adjust your wall settings to allow your fans to post comments, links, or videos on your page, and you can host a miniforum by using the Discussions application. If you have videos on YouTube that are related to your products or services, you can educate your fans about your videos by using the Notes application. You can also import an RSS feed through this application, which is an excellent way to provide relevant content to your readers.

  6. Promote with offerings. Besides creating a landing page, you can use Static FBML to create coupons and rewards, promotional announcements, or even a little shopping area. If you can imagine it, you can create it. Start thinking of your Facebook page as an extension of your main website. If you publish an email newsletter, you can use the markup language to create a subscription form for sign-ups. If you use an email marketing program, you’ll need to put the code for your subscription form in FBML to create a tab on your page.

    Above all, make sure that you’re following the Facebook Pages Terms to avoid making mistakes that could inadvertently cause your Facebook fan page to be deactivated.

  7. Do your research. Facebook provides the Insights tool that allows you to view certain metrics about your fan base. It’s not extremely robust, but it does provide a snapshot on things such as the number of active fans you have in various age groups, the geographic breakdown of your fans, and the growth of your fan base over time. This is helpful information when you’re deciding which promotions to advertise to your fans or whether you should target your messaging to a specific age group.

    You should also research other businesses on Facebook to see what they’re doing to promote their page or to engage their fans. Pay attention to what features they’re using, what kind of content they frequently post for their fans, and what methods they use to interact with their visitors. There are a lot of successful Facebook fan pages that offer creative and effective ideas you can try on your own page.


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Email Marketing and Loyal CustomersBuilding a loyal customer base is one of the most important aspects of operating a small business. Customers are essential to your success, and when you have a loyal buyer base, you benefit from a group of individuals who choose to purchase your products or services every time they need what it is you’re offering.

In addition, loyal customers can be a powerful referral engine for your business, which is one of the most effective—and free—forms of advertising that a company can have. In fact, recommendations from personal acquaintances are one of the most trusted forms of advertising in the world.* Loyal customers are more apt to tell their friends, relatives, or coworkers about what your business provides, and they’re more likely to share testimonials or post reviews about your business on social sites like Yelp. (On the flipside, if you aren’t receiving much referral business, you might want to survey your customers to see if your customer service or product offering needs some fine-tuning.)

So how can you build—and maintain—a loyal customer base? One of the easiest ways is to send out an email newsletter on a regular basis. Email marketing is a quick, inexpensive, and efficient way to connect and communicate with your customers, and it can help to increase customer satisfaction and boost sales—all at a fraction of the cost of an advertising insert or a direct mail letter. An effective email newsletter can:

  • Generate leads
  • Drive customers to your business or website
  • Motivate existing customers to make additional purchases
  • Target your customers based on their shopping preferences

Plus, when you include forward-to-a-friend or share-with-your-network links in your email newsletters, you’re providing your customers with another referral mechanism for your business.

After you distribute an issue of your newsletter, you can use the analytical tools that come with your email marketing program to pinpoint the parts of the issue that readers are paying the most attention to as well as track the number of readers who share links and click through to your website. By taking the time to evaluate the results, you can better understand your customers’ behavior, and you can make any necessary changes to the content and format of your newsletter to enhance its effectiveness.

Another advantage of email newsletters is that they can help your small business build credibility and good will in the marketplace. How can you accomplish that? Here are some of the ways:

  • Offer special discounts to your existing customers
  • Make heard-first-here announcements about new products or services
  • Include write-ups about your award-winning products or specialized services
  • Share tips and tricks that help customers get the most out of your business offerings

And to strengthen your personal connection with customers, you can send special birthday or anniversary e-letters to those who have opted to share such information with your business. That personal touch goes a long way in making people feel that you care about them.

The fact is: people like doing business with people they know and like. Communicating regularly with your customers is one of the first steps in gaining that honor. Because you’re the best proponent for your business, when you personally and regularly connect with your customer base through an email newsletter, you have the opportunity to generate positive brand recognition and develop loyal patrons who are sure to refer you the next time they know someone who needs your products or services.

*Source: Nielsen Global Online Consumer Survey, April 2009.


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PPC Advertising on a Content NetworkAlthough it has been around for many years, the content network is still one of the most misunderstood areas of pay-per-click (PPC) advertising. Many advertisers make the mistake of setting up and managing content campaigns the same way they would manage a campaign on the search network. Because the various networks target users with different search intentions, it’s important to set up and track content campaigns separately.

To help advertisers create successful content campaigns that allow for greater reach and increased ad visibility, we recommend the following three steps:

  1. Perform keyword research. The first step in setting up a successful content campaign is determining the type of page content you’d like your ads to be displayed on. The most important thing to remember is that keywords in a content campaign do not represent specific keywords that users will be searching with, but instead serve as cues to help the search engines identify appropriate content placements.

    For example, if I had an ad group in a content campaign with the keywords “website design” and “web design,” the search engines would place my ads on websites within their network that contain content relating to general Web design. Alternatively, if I had an ad group with terms like “custom web design” or “custom website design,” the search engines would look for sites containing content specific to “custom” website design. Because keywords simply serve as theme identifiers, phrase and exact-match keyword modifiers are irrelevant in content campaigns.

  2. Segment keywords into targeted ad groups. The next step in creating a successful content network campaign is to segment keywords into targeted ad groups. Because the keywords in each ad group provide the search engines with an overall content theme, it’s important to maintain tightly knit ad groups. Doing so allows advertisers to cast a wider net and better determine which types of website content drive the greatest results. In most cases, we recommend that advertisers create 20 to 50 ad groups with no more than 2 to 5 keywords per group. Once the ad groups have acquired a sufficient amount of data, advertisers can then pause the underperforming ad groups and hone in on the ones that have proven more successful.

  3. Create targeted ad copy. Once the keywords have been segmented into themed ad groups, advertisers should create ad copy specific to each of the various themes. Because this can often be a daunting and tedious task, we recommend that advertisers create general copy that can be tweaked for use throughout the campaign. When creating copy, keep in mind that users on the content network—unlike users on the search network—are not necessarily “actively” searching for your product or service. As a result, we recommend that you take a slightly different approach in your ad copy by first identifying your customers’ needs and then discussing how your product or service can meet those needs.

While the content network may not be perfect for all PPC advertisers, when approached correctly, it can be an effective way for advertisers to expand their advertising reach. If you have any questions or need help setting up campaigns on the content network, feel free to let us know. We have a team of professionals who can help you create campaigns geared for your online success.


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eCommerce Marketing with PPC and SEOTo generate revenue as quickly as possible, some eCommerce store owners begin their online marketing efforts focused on PPC advertising. Following their success in that channel, they use the revenue they’ve generated to support their SEO campaign, which entails a much longer term commitment. That scenario sets the stage for this article.

So, you’ve mastered the craft of pay-per-click (PPC) advertising. You’ve established solid campaigns for your top performing categories and products on your eCommerce site, and you’ve focused in on relevant ad groups. You know your top converting keywords that yield the best bang for your buck, and you have compelling ad copy that entices viewers to click on your ad, driving converting traffic to your website.

You’re satisfied with your current PPC strategy, and you’re ready to take the next step . . . but you’re just not sure what that direction should be. Do you try email marketing? Start an affiliate program? There are a number of other online marketing channels that eCommerce site owners can become involved in.

After your success in the PPC arena, one of the natural next steps is a search engine optimization (SEO) campaign. Although the ramp-up time for SEO generally takes longer than it does to draw website traffic from your PPC ads, there’s a lot of opportunity for symmetry between those two marketing channels. Why? Because the lessons learned from your PPC efforts can become a great guide for your new SEO campaign.

Let’s explore how. . . .

Because search engine optimization can help bring qualified traffic to your site through keyword-focused content pages, one of the primary focuses of an SEO campaign is effective content writing. For eCommerce store owners who are diving into SEO for the first time, it may be difficult to know where to begin when it comes to selecting the appropriate keywords to focus on.

One of the best places to start is your existing PPC campaigns. After running a keywords report for your Google AdWords account, start honing in on your choices: Which keywords are your highest converters and lowest spenders? Which keywords are attributing to your overall low cost per acquisition, or CPA? Are they general keywords, or are they branded? Are they product specific or model specific? Take into account your best-of-the-best keywords and begin your SEO campaign from there. Then, you can brainstorm about content pages that are centered around those keywords.

Are your PPC ads running throughout the Google Content Network? Google’s network reaches more than 80% of online users, and it’s ranked as the #1 ad network. Currently, many advertisers are moving beyond the traditional text ads and opting for Google’s Display Ad Builder to place image-based ads across the content network. Your marketing efforts through this channel can help you identify popular sites and top-ranking forums whose users are responding to your ads.

After you check out which sites and forums your ads have been converting on, you can write content pages geared toward the audience that frequents those venues. For example: If you’re a clothing store that offers summer beach apparel, are you finding PPC content network traffic through popular water sports blogs that focus on sailing or windsurfing? Are you getting the most hits from hiking or kayaking?

It’s important that your content appeals to your targeted audience. Mention how great your lightweight clothing is for days spent on the water—or time spent enjoying other outdoor activities. Showcase the fact that your line of clothing is both breathable and comfortable no matter what type of outdoor activity people are involved in. Create content that entices your audience to shop your brand and explore your collection.

By using the information you’ve gleaned from your exposure on the content network, you can develop website content that targets your audience more effectively and potentially taps into markets that you didn’t even think existed for your business. That’s what online marketing is all about: creating meaningful—and lucrative—connections across all of your efforts.

Just as your pay-per-click success can help you master the craft of search engine optimization, you might find that your social presence on Facebook or Twitter helps you generate ideas for a record-breaking email marketing campaign. You never know where your next winning effort will come from . . . so don’t stop looking.


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Google AdWords Search FunnelsThe search engines provide advertisers with a variety of reports to help them increase the profitability of their PPC accounts. Recently, Google™ launched their new AdWords Search Funnels reporting to help advertisers better understand their customers’ search behavior. The Search Funnels reports provide insights about which keywords, ad groups, and campaigns are not only directly providing conversions, but are also contributing to additional conversions throughout the search process.

The new Search Funnels reporting feature is being rolled out gradually to Google AdWords accounts. When the feature is available in your account, you can access it in the “Conversions” section of the “Reporting” tab that’s displayed at the top of your AdWords account. Within the Conversions section, a link to the Search Funnels reporting interface will be displayed on the left-hand side (as in the image below).

PPC and Google AdWords Search Funnels

The Search Funnels interface provides a variety of reports that segment the data based on a variety of metrics. In the following list, we’ve included details about four of our favorite reports:

  1. Assisted Conversions. The Assisted Conversions report can be segmented by campaign, ad group, or keyword. We recommend segmenting the data by keyword and sorting by “Assisted Conversions / Last Click Conversions.” When sorted in this format, the keywords at the top of the list will be the ones that “assist” in conversions more than they “convert.” These keywords may often look like they’re not converting in an AdWords account, but in actuality, they’re extremely crucial in the conversion process because they assist other keywords throughout the buying cycle.
  2. Top Paths. When you view the Top Paths report, we recommend adjusting the “Dimension” to “Keyword Path (Clicks)” because this will show the various keyword paths that ultimately led users to convert. The data in this report can help advertisers identify where their keywords fall within the buying cycle so they can adjust their bids and ad messages to more effectively target users throughout the shopping process.
  3. Time Lag. The Time Lag report shows the average lag period between the time a visitor first clicks on an ad and the time he or she actually converts. This report can be extremely beneficial because it helps advertisers determine the length of the buying cycle associated with their products or services. Because AdWords records conversions on the day the user clicked on their ads (not necessarily converted), conversions will often be recorded later for previous periods of time. With the help of the Time Lag report, advertisers can better gauge the effectiveness of their campaigns over specific periods of time.
  4. Path Length. The Path Length report provides advertisers with insights about how many times a user generally clicks on their ads before converting. Besides defining the customer buying cycle, this report can help advertisers more accurately determine the profitability of their account because one conversion may require several clicks.

If you’re currently running PPC advertising on Google, check to see if the Search Funnels feature is available in your account. If it is, take some time to review the reports to gain a better understanding of your customers’ shopping patterns. When you do, you’ll be able to create more effective strategies that target your customers and garner the most out of your PPC budget.

For more details, watch Google’s overview video about AdWords Search Funnels.


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If you want to learn more about Google Analytics to keep track of how much traffic your website is getting, and what that’s worth to you, we recommend Michael Miller’s Sam’s Teach Yourself Google Analytics in 10 Minutes.

We like the book because it starts out at the very most basic first steps — creating an account and installing the code on your website — through analyzing traffic sources and top content, to setting up goals and funnels, creating campaign codes, and even tracking ecommerce traffic.

We especially like this last chapter, because it explains how to find out where your ecommerce traffic is coming from, and what they bought. If you’ve got an ecommerce site, this is crucial, because you need to know which of your marketing channels you can ignore and which ones you should put more energy and time into.

The information is very easy to understand, and the language simple. The book is written for the beginning user who has never used Google Analytics before. It’s for the user who wants to start using Google Analytics, and grow in their knowledge and experience. The book keeps up with the user and grows with you, showing you new ideas and tricks along the way. The concepts become
more difficult, but they build on knowledge and information from previous chapters.

If there’s just one book that will help you understand Google Analytics — and there really only needs to be one; it’s not that hard — then Sam’s Teach Yourself Google Analytics in 10 Minutes by Michael Miller is it.

If you want to learn more about Google Analytics to keep track of how much traffic your website is getting, and what that’s worth to you, we recommend Michael Miller’s Sam’s Teach Yourself Google Analytics in 10 Minutes.

We like the book because it starts out at the very most basic first steps — creating an account and installing the code on your website — through analyzing traffic sources and top content, to setting up goals and funnels, creating campaign codes, and even tracking ecommerce traffic.

We especially like this last chapter, because it explains how to find out where your ecommerce traffic is coming from, and what they bought. If you’ve got an ecommerce site, this is crucial, because you need to know which of your marketing channels you can ignore and which ones you should put more energy and time into.

The information is very easy to understand, and the language simple. The book is written for the beginning user who has never used Google Analytics before. It’s for the user who wants to start using Google Analytics, and grow in their knowledge and experience. The book keeps up with the user and grows with you, showing you new ideas and tricks along the way. The concepts become
more difficult, but they build on knowledge and information from previous chapters.

If there’s just one book that will help you understand Google Analytics — and there really only needs to be one; it’s not that hard — then Sam’s Teach Yourself Google Analytics in 10 Minutes by Michael Miller is it.

Experts say the difference between who you are now and who you will be in five years will depend on the books you read and >the people you know. We can actually give you some advice on both of those areas, starting with four great books on small business marketing and networking.

Crush It, Gary Vaynerchuk

If there was ever a book on helping people find their passion and pursuing it, it’s Crush It. Gary tells how he got started by following his passion, and turned a $1 million family liquor store into a $50 million wine business and media empire. It’s an exciting book, so don’t read it before you go to bed.

Corporate Blogging for Dummies, Douglas Karr and Chantelle Flannery

Blogging is the ideal way to show customers what you do and how well you do it. It also helps you improve your search engine ranking. This is the book when it comes to blogging. Anyone who’s ever wondered if they need a business blog (hint: you do), should read this comprehensive book.

No Bullshit Social Media, Jason Falls and Erik Deckers

Many companies are still afraid of of social media marketing, thinking it’s a fad or that it’s only for young people. This book makes a plain, no BS business case for why businesses should do it, and helps them figure out strategies and places to use it.

Never Eat Alone, Keith Ferrazzi

The definitive book on networking and meeting people face to face. It doesn’t matter how much effort you put into your online life, it’s an empty shell without personal connections. Get to know people in your industry, people in allied industries, potential clients, actual clients.

You’re at your very first networking group at your local Chamber of Commerce or business networking event. Your first thought is that it’s more like a high school dance than anything else.

Numerous couples are talking to each other, a few people are talking in groups, and you’re standing with several people on the sidelines look around for someone to talk to, hoping someone will make the first move so you don’t have to.

But don’t worry. Networking in a group can be easy. Here are five important steps to take to make your first group event a success:

  1. You only have to meet a few people. You’re not there to meet everyone in the room, or even half of them. If you can meet four people during the entire event, you’re doing pretty well.
  2. Ask basic questions: What’s your name? What do you do? What made you get into that? Do you still have all your fingers? (Just checking to see if you’re still reading.) Keep a few infrequently asked questions in your pocket, in case the conversation slows down, but otherwise stick with the standards.
  3. Listen more than you talk. The key to being seen as a great conversationalist is to listen more, and talk less. Let them do most of the talking.
  4. Give out business cards only when asked. The goal is not to see how many business cards you can get rid of. Rather, you want to see how many quality contacts — people you want to meet with again — you can make. Giving away business cards is not a measure of networking success.
  5. Schedule a time to meet for coffee or lunch. You’re not going to strike up a lifelong friendship in 10 minutes, so don’t try. Rather, just get an idea about whether you want to meet this person later for an hour. If you like them, invite them for coffee, and get to know them better. That’s your time to develop that deeper relationship.

The great thing about social networking is that you can create significant relationships with people right from your computer. But make no mistake, an online relationship is no substitute for an offline one.

Meeting your online business connections face-to-face can greatly help your professional growth, as well as your company’s.

There’s an old saying that people buy from people they like. The same is true for referring opportunities and even clients to people — people will only do it for you if they like and trust you. (And the reverse is certainly true.) If you have trusted relationships with people, they’ll help you. If you don’t, they won’t.

To get to know these people, a coffee or lunch meeting is always the best. Find a coffee shop that’s conveniently located to both of you, and meet for an hour.

The point is not to sell to the other person (or let them sell to you). In fact, the best networkers rarely talk about themselves. They let the other person do the talking, and then see if they can find ways to help them. Ask them about how they got started in their business, where they worked in the past, what do they enjoy most about their job now.

But don’t limit it to just talk about work. Talk about your families and your hobbies. Talk about where you grew up, and what high school was like. Talk about that funny thing you both shared on Twitter. Just talk about the things people normally talk about.

We’ve talked about networking and mentoring this week, so it’s only fitting that our book of the week is every networker’s bible, Never Eat Alone by Keith Ferrazzi. We even discussed this book briefly in our Four Best Small Business Marketing Books post earlier this week.

The book, which was published in 2005, is considered by many to be one of the best books on networking and establishing relationships that can be very valuable to helping one grow professionally.

The three best networking lessons anyone can learn and apply from the book are:

1. Figure out who can help you professionally, both by name and job type. That is, do you want to meet an editor at a publishing house, or a professional speaker? Do you know of a particular person you would like to meet? Next, figure out a way you can meet them face to face. Do you know someone who can introduce you? Or are you bold enough to just reach out yourself?

2. Spend more time listening, rather than telling them all about yourself. People who listen more than talk are often thought of as being good conversationalists. (Go figure.)

3. Stay in touch with more ways to help. This is the key to successful networking: get help by helping others first. If you can connect people with resources, opportunities, and even other people who can help them achieve their goals, you’ll reap the benefits later.

While this is a good book to read, it’s even better to listen to, so check out the audiobook version, and listen to it in the car or on your MP3 player or iPhone.

One of the secrets of any successful businessperson is that they did not get to where they were on their own; they had mentors who helped guide them throughout their career path, whether they were climbing the corporate ladder or starting their own business.

As a business owner, you need to find mentors to help you reach your own potential, to guide you through the pitfalls and over the barriers, and to give you advice to avoid the problems they faced as they were in your position.

The best place to find mentors is at outside networking events, rather than looking online. We talk a lot on this blog about online networking as a way to find valuable connections, but it’s the offline events where you’ll make the best connections.

Look for someone who is older and more experienced, and either works in your industry, or used to. Meet with them at least once a month, if not every two weeks, to discuss the issues that arise in your business, and seek their advice in dealing with them.

Pay attention to the stories they tell, ask for introductions to the people they know, and read any of the books or blogs they suggest. These people were successful for a reason, and their reading habits is one of those reasons. You can benefit from the same knowledge by reading some of the same books and authors.

Do you think sales is a mind game? You’re right. Read Monika Jansen’s series, How to Use Psychology to Boost Sales, Part 1 and How to Use Psychology to Boost Sales, Part 2, and learn how to win at the sales game.

Expanding your sales internationally is a great way to grow your business. Read Monika Jansen’s tips to learn How to Get Started With a Global Marketing Strategy.

Is your business website doing all it should to spur sales? If not, check out Maria Valdez Haubrich’s Your 3-Step Plan for a Business Website That Drives Sales.

Email marketing is still a top tool for small business. To make your emails even more effective, read Rieva Lesonsky’s post Why Your Emails Must Be Mobile-Optimized.

Speaking of mobile, make sure you’re on top of mobile payment and m-commerce trends by checking out Rieva Lesonsky’s Mobile Commerce, Mobile Payments: What’s the Future?

Then learn about the hottest mobile market in Rieva Lesonsky’s post Who’s Got Smartphones and Apps? Gen Y.

Taking the home-based office deduction just got easier. Read Karen Axelton’s post Good News for Home-Based Business: IRS Simplifies Home Office Deduction to learn more.

Online guerilla marketing takes advantage of using tools and tactics that other, usually larger companies are not so willing to try. Guerilla marketing uses unconventional tactics to promote a product or idea. So online guerilla marketing uses those unconventional tactics via social media.

“Conventional” tactics are traditional “spray-and-pray” advertisements. They’re everywhere. That means we need something people will find useful, and put it in the places where they already are.

Blogging

Blogging has been around since the mid-90s, but you would be surprised at the number of companies that still aren’t using it. Start a company blog to talk about frequently asked questions, customer service issues, solve problems your clients have, and keep them informed about industry trends and changes.

Twitter

Connect with people on Twitter and answer those same questions and problems from your blog. If you can answer someone in 140 characters or less, do so. If not, steer them toward the appropriate blog post. But never, ever tell people to buy your products. Instead, just help people out as much as you can. They’ll buy from you once they trust you.

Google+

This is the most guerilla of them all. Google+ may not be the raging success that the search giant hoped it would be, but people are on it. And because it’s not so big, that means your competition isn’t on it, but you may have a few customers who are. Best of all, content shared on Google+ shows up in the search engine results. If you want to improve your own search results, share your blog posts and other interesting articles to Google+.

 

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Pinterest is an online pin board where users share, or “pin,” photos of things they like, so their other friends can see them. You can organize your photos into different boards — things I want, organization, weight loss motivation, recipes to try, travel planning, childhood memories — and browse other people’s boards to get inspiration from them.

We’ve seen boards dedicated to fitness, home decorating, wedding planning, healthy eating, favorite desserts, skin care tips, you name it. Then, as the pinners are surfing the web, and they discover a photo of something they like, they pin it, add it to their appropriate board, and write a suitable description that explains what they liked about it.

There are a few cool things about Pinterest that make this more than just a bulletin board though. For one thing, whenever someone clicks your pinned photo, they’re taken to the original website where you found it, like, say, a book page at Amazon.com. (Idea: Create a birthday wish list board and pin the photos of items you want.)

Another possibility is to use Pinterest to promote items you sell. Pin photos to your store’s “Items We Carry” board, and put up the photos of new products. If you have an affiliate sales account (i.e. you sell someone’s product from someone else’s site, and get a commission), you can even post photos from those sites, and then sell those products.

Of course, you don’t want to post only sales photos. People come to social media to escape advertising, not be bombarded with it. Use your sales items sparingly, mixed in with your fun and interesting “pins.”

If you use social media at all, you may have heard of Klout.

Klout is the tool that measures a person’s social media influence — their “clout” — online. It’s a number, on a 100 point scale, that shows how successful they are at getting other people to click a link in a Tweet, respond to a Facebook status update, comment on an Instagram photo, or even retweet another tweet. It’s primarily a Twitter measurement tool, but covers a lot of social media.

If you want to see whether someone making a complaint or compliment has a lot of influence, check Klout to see how much sway they hold in the online world. If they have a score over 50, that’s pretty good — it’s in the upper 80th percentile of scores. An average score is around 10 – 20.

While you don’t want to ignore people with low Klout scores, you do want to reach out to people with high scores. Those are the people who most likely have a few thousand followers, they interact with them on a regular basis, and they can at least do some effective word of mouth marketing.

These are the people who will tweet, “Just had a great lunch at @StevesNYPizza,” which can then be seen by all their followers. And while that may not be enough to get rampaging hordes of people breaking down your door, it’s at least enough to make an impact and bring in a couple new people. Get enough people in your community to tweet about your restaurant, as well as talking to you on Twitter about things going on in your community, and you’ll start catching the eyes of people who are looking for somewhere for lunch.

It’s a good idea for home services professionals to keep an eye on their online reputation. You should know what people are saying about you, good or bad, and be prepared to help solve any problems that appear online.

The best way to keep track of what people are saying about you is to do a basic Google search for your name and one for your company name (log in to your Gmail or Google account first). Add in your city or coverage area, plus your service offering, and see what comes up. Next, open a separate browser without signing in to Google, and do the same search.

The second search is the “objective” Google search results — it’s what Google will show for people who don’t know you. What you found during the first search is what Google wants to show you, because they know what you would like to see.

(We’re telling you this so you don’t do a Google search and think that you’re winning at Google.)

You need to know how your name is being used online, because what you found during the objective search is what other people will find when they search for you.

And since, like every other home services professional, you need a good reputation and word-of-mouth referrals, you need to know what people are saying about you. But you also don’t want to spend 15 minutes every day doing this search, scrolling through 100 results to find anything new.

This is where Google Alerts come in handy.

Google Alerts will monitor the Internet, look for saved keyword terms, and email it to you every day. It will help you find new pages, and find some of your most unexpected pages and mentions. Tomorrow we’ll teach you exactly how to set up your Google Alerts.

This week we revisited the restaurant business, and how to use some social media tools to their
advantage, deal with customer complaints, and improve customer satisfaction.

On Monday, we looked at how restaurants can use Pinterest, Instagram, and
Foursquare as ways people can share photos of their dining experience at your restaurant. They
can pin photos from your website, share their own Instagram photos, and leave photos on their
Foursquare checkins.

We talked about getting people to leave positive reviews for you on Tuesday,
on different social networks like Yelp, UrbanSpoon, and even on Foursquare. Just ask them through
a table tent, or even leaving a QR code to your Yelp page, asking for love-it-or-hate-it feedback.

Wednesday was about how to deal with negative feedback on these sites,
including never to fight back, but to apologize instead, and offer to fix the problem. That way, other
people get to see how well you treat everyone, including the complainers.

Of course, you can’t monitor social media all day long. You have a restaurant to run. So
Thursday was about how to set up Google Alerts to keep track of what other
people are saying about you on social media.

Restaurants have a whole slew of tools available to them to help them market and promote their
business. They can even take advantage of the word-of-mouth marketing on behalf of their
customers telling their friends about the experience they had at your restaurant. Why not put that to
work for you?

Yesterday, we talked about how to get people to leave positive reviews about your restaurant.
We also suggested a method of showing people how to get directly to your Yelp page to leave a
comment while they’re sitting there in the restaurant. Admittedly, that’s a risk, because if someone
has a complaint, you’ve just made it easier for them.

Even if they waited until they got home to leave an angry comment, the damage has been done. So
how do you combat those negative reviews? Here are three steps you can take:

  • First, never, ever become combative. Even if the review says awful
    things, never retaliate in anger, use sneaky, underhanded tactics, or file a complaint with the service.
    That will make you seem like a petty bully, and only confirm the complaint.
  • Instead, apologize for the problems. Nothing is more disarming to an
    angry person than to receive an apology from the person they’re yelling at. They realize they were
    heard, and that they’re dealing with a real person.
  • Make it right. The person’s complaint is out there for everyone to see, and
    you can’t remove it. What you can do is let people see how you solve the problem. Ask for a chance
    to make it right, and offer a free replacement meal. This shows potential visitors that you care about
    your customers, even the angry ones. They think, “they helped someone who was angry; they’ll
    probably do a good job for me.”

If the other person continues to rant, even after your apology and generous offer, then you look
like the good guy, and the complainer looks like a whiny brat who just wants the attention. In either
case, you’ve controlled the damage and look like a good guy after all.

Restaurants using social media to promote their business can take it to the next level by adding a few
new tools to their promotional toolbox, namely Pinterest, Instagram, and Foursquare.

Pinterest

Pinterest lets people share photos of things they find online and want people to know about,
whether on mobile phones or laptops. People find pictures on websites, pin them to their boards,
and share them on Facebook or the Pinterest app. You can put photos of your food and restaurants
online, and encourage visitors to pin the food to their boards. When users click the photos of your
food, they’ll be taken to your site.

Instagram

While Pinterest lets people pin photos of things they find, Instagram lets people take photos of
things with their mobile phones and share them, whether it’s food, collectibles, or even stuff their
kids are doing. Encourage customers to take Instagram photos of their meals and share them with
friends, which promotes your restaurant.

Foursquare

Foursquare started out as an app that would let people check in to a place and connect with friends,
but it’s turning into a review site where users can leave comments about what they like and don’t
like about a restaurant. Encourage your customers to leave photos of the food and decor on your
Foursquare page. As more people turn to Foursquare for recommendations, they actually get to see
what they’ll be eating.

These social media tools can help people share what they like best about your restaurant with their
Facebook and Twitter friends, which will help your word-of-mouth-marketing efforts to promote
your restaurant to new customers.

 

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