Bing and Yahoo! Search Engine ResultsIf you monitor search engine traffic to your website, you may notice a distinct change in the coming weeks. Bing™ is set to start delivering results for Yahoo!® searches, and this is going to have an impact on anyone who gets visitors from either of these search engines. When the transition is complete, you’re still likely to see results labeled as coming from Yahoo!, but they’ll be “Powered by Bing,” and the change is going to make you either happy or apprehensive.

Let’s look at two scenarios:

  • If you already have high search engine positions on Bing and you get good traffic from that engine, you’ll probably be enjoying more traffic just in time for the holiday season. Yahoo! represents up to 18% of the market for searches, and Bing-powered results can represent a traffic windfall, especially if your site has performed poorly on Yahoo! in the past.
  • If your site currently gets good rankings on Yahoo! but not on Bing, then you’ll have the opposite problem. In a manner of speaking, your traffic-generating results are going to be replaced. While there have been several estimates as to when the full transition to Bing results on Yahoo! is going to take place, we have already observed several cases in which Yahoo! is intermittently showing Bing results in its search engine rankings.

So how can you get better search results on Bing? In reality, optimizing your site for Bing is pretty much the same as optimizing it for Google. You have to have good, compelling content that a search engine wants to read. It has to be organized and categorized in a way that helps the search engine classify it.

While Google and Bing place different emphasis on certain facts about your website—including such things as the site age and the domain name—there isn’t necessarily a “do this, not that” guide for getting better rankings on one engine over the other. Both engines are hoping to serve up the most relevant results possible, so you should work to make your site easy for search engines to read and understand. Web.com has people who can assist you with search engine optimization (or SEO), which is designed to make your site more prominent on all search engines.

Bing and Google also rely on links that originate from other sites that point toward your site. In fact, Google based its original “secret recipe” for search results on the way sites linked to each other. As a small business owner, you can usually ask vendors and customers to link back to your website, and there are some specialized packages that can get you links from local directories and other sources.

If you consider the needs of the end user, optimizing a website for Google or Bing—or the search engines of the future—doesn’t have to be a complex process. Generally speaking, people who type queries into search engines are expecting to find a resource for information, a specific product, or a specific service. When you add content to your website and then organize it well, you’re contributing to a better Internet, and search engines are more likely to reward your site.

Most often, we find that sites get more search traffic when they contain in-depth information. This allows a search engine to display your site for a diverse array of searches that are relevant to your business. Even with “official” Yahoo! results fading into the sunset, there are still plenty of opportunities to capture search engine traffic and turn it into sales.


Related article:
Yahoo! Marries Bing: Just Googly Eyes, or Will Google Still Take First Prize?

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Website Strategy for the Holiday Buying SeasonThe Christmas buying season starts November 1, and if you’re not making plans today for the Christmas season, it may already be too late! Keep in mind: During the 2009 Christmas season, a record-breaking $27 billion was sold online—a 5% increase over 2008.*

For many large companies, the holiday buying season never stops. Orders are negotiated and placed with suppliers year-round for the next season in hopes of keeping margins low while anticipating what shoppers may be looking for during this 2-month buying frenzy.

Over the years, we’ve noticed that many small businesses don’t start thinking about Christmas until the season actually begins. Unfortunately, their efforts are usually too little too late because their more savvy competitors started working on their seasonal marketing efforts much earlier in the year. As a result, many businesses find themselves at a competitive disadvantage as they try to catch up to their competitors.

Considering that November 1 is only 3 months away, now is the time to begin preparing your website for the Christmas season . . . before it’s too late. So how can you start preparing? Let’s look at four ways:

  1. Perform a self-check of your website. Are you happy with the natural rankings that you’ve achieved on the big three search engines: Google, Bing™, and Yahoo!®? More specifically, are you happy with the keyword ranking for your offerings that you want to sell during the Christmas season? Given that it takes time for natural search results to change rankings, now is the time to ensure that your site is optimized to gain the highest possible ranking for your seasonal keywords. Here are five things to consider:

  2. Content: As we’ve mentioned in other blog posts, content rules the search engine world. It’s important that your content is well written, offers the user good information, and is oriented to the specific offering that you want to market.

    Page titles: It’s also important that every page title be consistent with the content that’s on the page, which includes the on-page keywords. Plus, each page must have its own unique page title.

    Meta description: While the description doesn’t play a role in the ranking of your website, it does play a role in prompting searchers to click on your website link, rather than your competitors’.

    Hosting: The hosting of your site is another factor that can affect your ranking. Make sure that your site download time is acceptable and is not affecting your rankings, especially with Google.

    Settings: You should also ensure that there are no settings that would prevent search engines from crawling your site. One wrong “permission” setting could keep a search engine from crawling the critical pages on your site, and thus keep you from ranking for a critical keyword.

  3. Examine the links to your website. Websites that have links that point to your website have a major and positive impact on your rankings. Google interprets these external links, or backlinks, as a vote of confidence in your website by others, and they will generally boost your keyword ranking as a result.

    There are several methods for acquiring quality backlinks that can assist your rankings dramatically. Links from sites that relate to the same business you are in are desirable, as are links from very popular sites that have a lot of visitors and a high page ranking.

    By contrast, there are also a few methods that will not help your rankings and that should be avoided, such as purchasing links from sites that sell links. When in doubt, consult a reputable search engine marketing organization.

  4. Fine-tune your estore. If you have an estore, now is the time to fine-tune such elements as your product descriptions and seasonal photographs. Depending on the nature and number of items in your product line, it may take some time to gather or create seasonal photos, which tend to resonate better with online shoppers who are in the seasonal buying spirit.

    If you don’t have an estore, consider setting one up now. Many service-oriented businesses, such as hair salons and restaurants, sell gift cards or gift certificates online during the holiday season.

  5. Start a paid campaign. If you’re not currently running a paid advertising campaign, now may be a good time to learn how these programs work. With a paid campaign, advertisers “bid” on the keywords associated with their website. The highest bid will gain the number one paid ad position, which in turn helps to generate traffic to the site. The search engines furnish reports that indicate how much traffic a keyword generates, which you can then use to calculate a rate of return on your advertising budget.

    Additionally, searchers tend to favor clicking on search results when the website appears in both the natural search results and the paid advertising column. Appearing in both places tends to reinforce that a company is a bona fide and serious Web-based business.

    Because the marketplace bid process determines the per-click price that you pay, popular seasonal keywords generally cost more during the height of the advertising season. Therefore, it may be wise to test those waters now while costs may be lower. That way, you can evaluate which keyword ads work best for your business and where you can best spend your advertising budget when the season is in full swing.

If you’d like some help getting your website strategy in place for the holiday buying season, just give us a ring at 1-800-GET-SITE.

*Source: comScore press release, December 30, 2009.


Related articles:
Investing in SEO Before Your Big Sales Season
Search Engine Optimization: 7 Proven Steps (Plus a Bonus Tip!)

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Blogging for Your BusinessBy this point, you should know just how important it is to blog. It’s a great way to get content out there for search engines, and it’s a great way to get people interested in your website. You have a voice that’s worth listening to—especially if you know something about your industry. People love reading new information about the things they’re interested in.

Mandy Boyle’s recent article on 10 Tips for Beginner Bloggers helped to get you started. Now that you know what to do, you can start thinking about the things you should avoid doing. Because, after all, it’s one thing to get people to start reading your blog. It’s a completely different thing to get them to stay. Human beings are fickle (I’m allowed to say that because I’m a fickle human being), and they won’t stick around for something that isn’t interesting.

So . . . let’s take a look at 10 things you should avoid doing:

  1. Thou shalt not bash thy competition. That sounds simple enough, right? People aren’t going to your blog to hear you talk about how bad the other guy is. They’re going there for great information about the products or services offered by your business. Your blog gets ugly when you start mudslinging. It reminds me of ads around election time, when we’re inundated with ads that pit one candidate against the other. Nobody comes out looking good. Stay positive and stay informative. Trust that the public is smart enough to decide for themselves.
  2. Thou shalt not be full of thyself. People aren’t going to your blog to hear you tell them how awesome you are. One of the cardinal rules of writing (not just blogging) is this: Show me; don’t tell me. Prove your awesomeness through knowledge of your industry. Make yourself a resource of valuable information. Show your readers things they might not have seen otherwise.
  3. Thou shalt not be redundant. We’ve all done it. You’re flipping through the channels on TV and you see that your favorite show is on. But it’s a rerun. You say, “Oh, I’ve seen this before,” and you change the channel. Don’t let people do that to your blog. Keep your information fresh. You can write about the same topic again; just find new ways to spin it.
  4. Thou shalt not rely on spell check. Nothing turns people off like typos, spelling errors, and bad grammar. It makes your blog difficult to read, and it has a tendency to devalue some of your credible information. If you know that spelling and grammar are weak points for you, have someone proofread your blog posts before you hit that “publish” button. They might catch something you didn’t see.
  5. Thou shalt not overuse jargon. It’s important to remember that your customers will come to your blog to learn about your industry. Your readers aren’t necessarily going to be industry professionals. No matter how comfortable you are using the lingo, it’s a good idea to tone it down to make sure your readers are up-to-speed with you. If you’re writing a blog about myocardial infarctions, for example, just say “heart attack.” More people will understand you, and your readership will grow.
  6. Thou shalt not blog as an island. The saying goes that no man is an island. Well, no blog is an island either. Don’t discount your readers’ opinions. Get interactive—ask your readers for their opinions. If you get a conversation going, you’ll get more people reading.
  7. Thou shalt not forget about thine blog. There’s nothing worse than a blog that might as well have cobwebs on it. You set out to write an informative blog, so write it. And do it regularly.
  8. Thou shalt not have other blogs before me. Unless, of course, you feel like you can keep up with it. This is sort of an offshoot of #7. If you don’t have the time to cultivate a readership for one blog, what makes you think you can have two? The best blogs take time, attention, and a little bit of love.
  9. Thou shalt not lie. Don’t make promises that you’re not going to keep. If you tell your readers that you’re going to have a post up on Thursday, then put the post up on Thursday. You want your readers to trust you, so you need to stay honest with them. Don’t lie about your business either. Don’t say that you sell a certain product if you don’t. Lying to gain readership is going to backfire on you in the end.
  10. Thou shalt not be stale. The best blogs have personality. If I wanted textbook information about your industry, I’d read a textbook. Use images and formatting to change the look of your posts. Be engaging—be yourself!

Once you get out there and start interacting with your readers, you’ll know what they want to hear. Nothing about blogging is etched in stone. Just stay open and honest, and your readers will trust you as a source of valuable industry information.


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Website Listings on Search EnginesWhenever people build new websites, they hope to find themselves on Google, Yahoo!®, and Bing™ as quickly as possible. Unfortunately, having a site on the Internet does not guarantee search engine placement, even though the engines are very good at finding new sites and indexing them.

As a new site owner, it’s easy to get impatient while you’re waiting for Google to discover the website you’ve spent your good money on. It’s also understandable to be concerned when search engine discovery seems to take so much longer than other activities on the Internet.

One of the most commonly asked questions posed by our clients is about when their website is going to show up on a search engine. The search engines themselves don’t provide an answer, and the major ones use a secret set of rules to decide whether, how, and when a site is going to be indexed. Based on current search engine speeds, on the low end it can take as little as three days to get found, while on the high end it can sometimes take as long as a month.

So let’s take a look at some of the ways you can encourage the search engines to find and index your website quickly:

  • Submit your website to the search engines. Google, Yahoo!, and Bing all have pages where you can enter your website address. They will then add your submission to a list that tells a program—known as a search engine spider—to go and look at your site. It’s important to note that a search engine won’t visit your site right away, and even after it does visit, there may still be a delay before you see your site listed.
  • Set up a webmaster tools account. With a Google Webmaster Tools account, you can share information about your website, which includes submitting a special site map with your page addresses. Although Google usually reads the site map within a day, this does not guarantee page indexing.
  • Get links to your website. Back when search engines took even more time to find sites, we advised our clients to get other websites to link to theirs. Search engines consider links from other sites as endorsements, and for some reason a “followed” link gets pages found faster than a search engine submission.
  • Make sure there’s nothing on your website that’s keeping the search engines out. Sometimes there are settings in your source code or the robots.txt file that tell search engine spiders not to read any of the pages on your website. Ask your webmaster to review those settings.

Even though search engines could theoretically index your page within a few seconds of your search engine submission, they have reasons to hold back for a few days. Most of these reasons stem from ways that unscrupulous companies have abused search engines in the past. For instance, some people have put up thousands of nearly identical websites and then made money off the advertising. Alternatively, other people have purchased blocks of domain names, put sites on them, and then “returned” them within a couple of days for a full refund.

Because of such behavior, search engines might hold back and make sure that any given website has a certain amount of credibility before it gets indexed. Even when a search engine finally does find your site and list it, it may take time before you get seen for top keywords that customers are using when they’re looking to buy what you have to offer.

So what can you do while you’re waiting for search engines to find you?

  • For new site owners, we usually recommend that you buy some paid traffic. Google, Yahoo!, and Bing can usually show an ad for your site within a few hours after signing up, which can help you generate traffic for your site right away. Even if you have a modest budget, it’s possible to buy traffic for many different keywords that people type in when they’re looking for your products or services, and you can even restrict ads to connect with people who live within a few miles of your shop.
  • If you don’t have the budget to cover paid advertising, it’s important to remain patient while you’re waiting for search engines to display your site in their listings. People who submit their sites too often, or too aggressively (such as several times a day with automated tools), may find that their site doesn’t show up at all—or even gets blacklisted.

Once you find your site on a search engine, it’s always helpful to make improvements until you achieve the rankings you want. Web.com offers a variety of services and tools for rankings enhancement, which can go a long way toward turning your new site into a profit center.


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Tips for BloggersOne of the most difficult parts of blogging is actually getting started. You might ask yourself: “What do I have to say?” “Is it really that important?” “Who will actually read what I write?” The answers to these questions will never be revealed . . . if you don’t start blogging.

We’ve all heard about the benefits of generating fresh content that search engines love, link-worthy posts that get shared across the Web, and brand interaction that can only happen in the blogosphere . . . but what about coming up with ideas and writing good posts? Here are 10 tips to help make your first foray into blogging successful:

  1. Select appropriate topics. You can take a different perspective or provide better information than other blogs in your industry. Think about what topics a reader would find interesting, useful, or relevant about your industry. Don’t make your blog a sales pitch. Write about topics that can help your readers—such as various ways to use your product—or that can educate them about your industry. Use the opportunity to connect with your readers by showing that you know what you’re talking about when it comes to your industry.

    Don’t risk your reputation by posting controversial, personal, or hostile content—unless that’s part of your brand. The blog may be one of the first interactions a customer has with you. Make the interaction count by establishing trust and credibility through engaging or useful content.

  2. Consider length and style. It’s best to limit your entries to 150–250 words, as most Internet readers tend to skim. If your topic requires a more in-depth treatment, you can go beyond 250 words. Keep in mind that you can stretch a complicated topic across several posts, rather than stuffing it all into one entry.

    Most blog posts tend to be conversational and informal in tone, although certain industries may need to be more technical or informational. Just remember to give your posts personality. Think of your blog as a lobby for your brand. It has to feel welcoming and approachable, while still being able to convey all of the useful information visitors need.

  3. Format effectively. Because most online readers skim, format your post to make it easier to read. Break up text by using paragraphs, subheadings, quotations, bullet points, lists, images, video, or other elements to organize your information in a way that makes it easy and accessible for your readers. Be creative!

  4. Write engaging headlines. The headline is one of the most important pieces of a blog post. Just like your storefront attracts customers into your shop, a good headline will draw your visitors in. When writing headlines, remember not to shout at or market to readers. Instead, give them something short, sweet, and engaging. Entice them. Use active voice.

  5. Use links responsibly. Don’t use more than a few links in a blog post; otherwise, your post will appear like spam. Instead, link when necessary, and when it’s relevant to what you’re writing about. Try not to use the phrase “click here” as the anchor text when linking. Instead, use keywords that are relevant to your brand. That makes a link more understandable, and it can also help with search engine rankings.

  6. Include images. Images can make your post more attractive and—because they break up the text—easier to read. Include images that complement what you’re talking about in your post. Also, don’t forget to use image alt tags to provide search engines with information about the content of the images.

  7. Be consistent. Daily updates are ideal. When you post less than once a week, you risk losing your readers. Establish a posting schedule so that you keep the fresh content coming. The worst thing you could do is start blogging and then go missing. It becomes embarrassing when a reader comes to your blog only to find the last update is months old. If a company doesn’t care enough to update its blog regularly, what does that say about how it values its readers (or customers)?

  8. Proofread, edit, proofread again. There’s nothing worse than reading a blog post riddled with grammatical and spelling errors. It’s frustrating for the reader, and it looks unprofessional. Take time to proofread, edit, and proofread again.

  9. Respond to feedback. Blogs can be an excellent customer service tool because they create a more informal environment for customers to voice their thoughts or concerns. Be sure to take the time to respond and interact accordingly.

  10. Stay committed. Finally, stay committed to your blog. Make the effort to update regularly, develop good content, and be a thought leader in your industry. Practice writing. Read more. Comment and interact on other blogs in your industry. By being committed to making your blog successful, you’re already taking the first step toward having a blog that helps your brand, and ultimately, your business.

This article appeared in the January/February 2010 issue of eBiz Insider, the magazine for eCommerce professionals from Web.com.


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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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When we talk to medical practitioners and practices, including hospitals, about social media the one concern we hear over and over is that they worry about potential HIPAA violations.

The short, almost flippant, answer is “you didn’t violate HIPAA when you got a fax machine, email, or a cell phone. Just do the same things you did when you weren’t violating HIPAA with that technology.”

And for the most part, that’s usually enough to keep you out of trouble. But there are still some important points that people don’t think about. So here are our recommendations for doing social media in an age of HIPAA.

  • You can’t acknowledge a patient’s compliments, because to do so would be to acknowledge that they were a patient. While it’s one thing if a person compliments you via Twitter, it’s another thing if that compliment shows up on your Facebook page. You should remove those, unless you can make the person anonymous (and you can’t).
  • The same is true for complaints. Unlike a restaurant, which can offer to fix a problem wherever a complaint is made, you can’t do that. Instead, develop a standard message where you urge any and all people to contact your office directly. And then remove the complaint from your page.
  • If you offer testimonials on your page, remove any and all identifying information. Refer to the patient by their initials, or at least first name and last initial. Never refer to any specific symptoms or ailments online.
  • Keep your personal and professional accounts separate. Don’t friend patients at all with your personal account. And try to encourage more than just patients to “Like” your practice page.

There are still some subtle nuances about HIPAA that confuse medical practitioners about what can and can’t be done. If you’re not sure, check with your compliance officer or another doctor for the answers to any questions you may have.

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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