Archive for Jan, 2012

Jan
6
2012
AUTHOR
lauren.carey

SEO Rocks! An SEO Retrospective

Friday, January 6th, 2012

Now that we’ve thrown 2011 out the window, it’s time to turn our eyes toward the New Year. Each time we change the calendar, it’s always a good idea to sit back and take stock of where you’ve been—and where you can go from here. The same is true if you’re an eCommerce store owner. It holds even more water if you’re interested in the SEO side of your Internet Marketing efforts. After all, SEO is an ever-changing thing. It’s not an exact science—there’s a lot of trial and error involved. But if you know where SEO has been and where it stands now as we enter 2012, you’ll be better prepared to understand how it can help your eCommerce store shine in the New Year.

Blast from the Past
SEO Jukebox

Way back in 2004, SEO was a different monster than it is today. Now you might not think that 2004 was all that long ago—in fact, some of you might be reminiscing about how great life was in 2004. (I’d question your sanity if you thought that.) But when you’re talking about Internet Years, you have to think like dog years. Eight years is a long time in cyber-world. (Think about it. YouTube didn’t exist until 2005. And how could we live without YouTube now?) In those early days, SEO often got lumped in with IT. That’s because it seemed more like a technology thing and less like a marketing thing.

Back then, SEO was truly singular in purpose. Its only goal was to get a site to rank as high as possible for a particular keyword. And that’s all it was.

When you talk about SEO in 2012, there’s so much more to it. We use SEO to help build brand recognition, to build and maintain online reputation, to create a community of brand advocates for your eCommerce store, and to help find targeted customers.

How did SEO Work? How is it Different Now?

Do you remember when you could go out and get your fill of paid links with spammy anchor text? Oh, if only it were still that easy. These days, you’re much (much, much, much) better off avoiding directory submissions. Back in the early days, the quantity of links you had was more important than quality. But as we enter 2012, good SEO links are a lot like friends—you want quality connections that you can depend on. Spammy links of old are like those people that pretend to be friends with everyone. Can you really count on them to be there for you when you need them?

One of your resolutions for 2012 should be to build a quality link portfolio that you can trust—and that can trust you back.

Search Engines of Yore

It’s a running joke here in the SEO department that we’re going to dress up as defunct search engines for Halloween. (One year we will do it.) But have you ever really sat back and thought about how many search engines have essentially fallen by the wayside? AOL used to be the internet. Now? Seriously. Who uses AOL as their primary search engine? DogPile, AskJeeves, InfoSeek, AltaVista… All in the past. It’s hard to even imagine a time when Google was just one of many search engines. Heck, these days we’ve turned “Google” into a verb.

“Who was the lead singer of Whitesnake?” “Hang on. Let me Google it.”

Social Media Changed the way we SEO (if Google can be a verb, so can SEO)

Think back to 2004. Did you have a Facebook profile for yourself? No. So you definitely didn’t have one for your business, either. There was no Twitter or LinkedIn, either. Social networking was just a baby then. If you wanted to get a message to a friend, you sent them an email, an instant message, or (heaven forbid) you called them (on a landline). These days, our smart phones might as well be extensions of our fingers. We Tweet, post, share, Like, bookmark, and follow all with the flick of a finger. This rapid-fire sharing of information has changed the way SEO works.

Search engines have begun incorporating data from social networking sites into their algorithms. The information that people share between one another can actually impact general search results.

But there’s more to social media than the fact that it affects general search. It all goes back to that trust building thing. Your online reputation matters. So build a great social presence for your eCommerce store, and watch the chatter begin.

Where is SEO in 2012?

Is SEO dead? No. But is SEO the same as it was when it first started? Also no.

SEO is all about change. I often say that SEO is a big, fat gray area—there’s no black and white. And that’s a good thing. If I’ve learned anything about SEO in my time as an SEO Manager here at Solid Cactus (and, rest assured, I have), it’s that a good SEO Manager needs to keep making adjustments. We have to adjust to the way search engines work, the way consumers behave from month-to-month, and the ever-evolving landscape of social media.

SEO is a lot like rock ‘n roll. Rock ‘roll will never die—and neither will SEO.

Jan
3
2012
AUTHOR
Sara Scott

Great Customer Service is Key to Profit

Tuesday, January 3rd, 2012

It’s been said before and I think it bears repeating- customer service is essential to happy customers! And happy customers means returning customers and we all know that returning customers generate more revenue for your company!
Providing great customer service can be what separates you from your competitors. Here are some tips on how to not only keep your customers happy but keep them coming back!

  • Keep your promises to all customers – Make sure processing and shipping time frames are accurate. If an item on your site states it will ship within 1-2 business days- make sure it’s shipped within that promised time frame. And of course we know that stock issues may arise and if they do just make sure you keep your customers in the loop!
  • Communication – This is essential to keeping customers happy and it goes back to the first tip- if an item is out of stock or on back order let your customers know! And if you use a call center or answering service to take your overflow calls- make it a priority to contact your customers back in a timely manner. Email is always the quickest way to contact a customer and the best option because you will have your communication in writing. Because we live in a fast-paced, technology driven society, customers expect quick and efficient responses when dealing with online stores. Therefore, try to get back to customers within 1-2 business days with one business day being the ideal time frame for a response. You don’t want to have customer’s calling in every 2-3 days because they have not heard back because this will lead to high phone costs and a bad experience for the customer. Which means your customer loses and so does your business. Sally Gronow, Head of Communications at Welsh Water says it best- “Good customer service costs less than bad customer service.”
  • Give Incentive – To ensure the return of your customers, offer a coupon for their next order even if its only 5-10% off or free shipping on orders over $50 or more. The smallest offer can keep customers coming back for more business. Or offer coupons or discounts throughout the month.
  • Be Competitive – If a competitor is offering free shipping or is selling an item at lower cost- price match! Customers are more likely to do business with companies they are familiar with or those they are loyal to however, if a competitor has the same item at a lower cost a customer may take their business elsewhere. By price matching an order you gained a sale and perhaps a life long customer.
  • Empathize- Customers may become upset for numerous reasons and even if they seem trivial empathize with the customer. Customers want to feel as if they matter to your company and if they are unhappy apologize and let them know you understand how they feel and do whatever you can to make them happy. Nothing turns business away like a cold shoulder!

These may seem like common sense tips however, with the hectic schedule as a business owner, these tips can be forgotten or pushed aside which can result in unhappy customers and a loss in profit. By making these tips your customer service “commandments” you’ll be sure not only to remember them but to keep those customer’s coming back!

“Good service is good business.”- Siebel Ad