Everyone can recall a time when they’ve received excellent customer service. Whether it was the clerk who was extra helpful or the hotel staff who went above and beyond, we’ve all experienced it. Unfortunately though, the bad customer service is almost always recalled more easily.
In the pursuit of excellent customer service, several dos and don’ts should be followed:
Do: Anticipate Their Needs and Wants
Instead of merely listening to your customer’s needs, a business needs to understand their unexpressed wishes and anticipate their next move. Staying one step ahead of them—literally giving them what they didn’t know they needed—is how you will stand out from the rest. This builds exceptional rapport with your customer and makes them feel like you really, truly value their business (Forbes). They will want to come back, and what’s more, they’re going to tell their friends all about your customer service.
Do: Show Genuine Interest
If you haven’t heard it yet, here it is: customers want to feel appreciated and they value an honest-to-goodness relationship. If your customer service staff can build, nourish and manage relationships with your customers, then you’re golden! One way for you to build the relationship and make them feel special is by genuinely caring about what they’re telling you. Listen to them grumble, show sympathy, laugh when they laugh and don’t be afraid to get personal (Inc.com). Something as minute as memorizing the name of their granddaughter or asking about their last trip to Hawaii will help solidify your relationship.
Digitally speaking, doing this well means using social media to engage in a conversation and being open and transparent online! Your online customer service is as important, if not more so than the face-to-face interactions. At the root of it all, the customer wants to feel that they’re spending their hard-earned dollar on a business that cares about them!
Do: Have the Answers and Deliver
While it’s up for debate on whether customers are always right, the fact of the matter is, you are the expert and not your customer. You should always have the answers and be able to deliver. That is why product and service knowledge is the most vital skill a customer service representative can possess (Digitalist).
If you don’t have the answer, try your best to find it out or direct the customer to someone who can answer their queries. Avoid saying the phrase, “I don’t know” at all costs. Remember, you’re the expert. Having the answers and delivering them promptly and respectively will build trust and confidence in your customer.
Don’t: Restrict the Customer
Customers hate to hear the word, “no.” It’s a fact of life. Though it’s not always possible to say “yes,” best practice dictates that you should be as flexible and accommodating as possible for your customers (Customer Service Manager).
If there’s one thing a customer hates to hear more than “no,” it’s that something is “company policy.” Why? First of all, the customer likely doesn’t care what your store policy is. Second, they don’t see you as a customer service provider following policy, but rather as the company as an entity restricting them from getting what they want. Another reason this is such a big no-no is that it’s like putting a big road block in the conversation. With both you and the customer at a loss for what to say, the interaction (and possibly the relationship) is subsequently squelched.
Don’t: Make Things Overly Complicated
A good rule of thumb to follow is that getting assistance and service should not be more painful than the problem itself. Behold! The wonders of a FAQ (Frequently Asked Questions) page! If this isn’t really your style, and as a necessary fall back, the next step is to make your customer service staff incredibly accessible. You know what they say: a quickly diffused customer service issue keeps the bad reviews away. Right?
Speaking of which…
Don’t: Ignore Feedback or Complaints
Feedback, no matter its form, is always a plus. Who better to hear from than the customers who are literally the lifeblood of your business?
Embracing the good, the bad and the ego-deflating will ultimately help you to strive for better in the long run, we promise. You’ll be able to understand your customer better, identify and solve your pitfalls and grow bigger and better (MinuteHack)! So, the next time a customer wants to give you their feedback, don’t brush it off, but rather see it as an opportunity to improve.
Good customer service always will be an essential part of a business. It’s your customer’s first point of contact with your business and allows them to connect and build trust with your business or brand. In today’s world, delivering excellent customer service is sometimes more effective than any advertisement could be!
Follow these customer service dos and don’ts so people talk about you for all the right reasons.
Is your social media falling flat? Don’t sweat it; many hours have gone into perfecting the use of this not-so-secret weapon. Facebook, Google+, Twitter, Pinterest, and Instagram strategies are outlined in detail below. Once you understand how they all work and which will suit your business best, learn how to handle them and other factors such as SEO, reviews, and more!
Facebook, Google+, & Twitter
What works: Images, videos, calls to action, industry-related content, general share-worthy content. What doesn’t work: Lengthy content, bland content, poor business/related/share-worthy balance.
Videos and images are best used to catch the eye of social media readers, though video works a little better to hold the reader’s attention. Whether it’s redirecting consumers to your website or online store, or getting them to stop and look at an interesting piece of content titled by your business, images and videos are your anchor.
The three best ways to get traction from your readers are to:
Get them to go straight to your website or store
Get them to like/follow
and/or get them to share your content
Let’s say three people see your business posts about that 2 for 1 sale. These posts are not likely to be shared, so those same three people will see all your posts, and that’s it. Once people start liking and sharing your posts, you’ll start to see new eyes on your page. This is where industry related/general share-worthy content comes in.
If you’re a physical therapist, for example, get your readers excited to see and share those workout tips and you’ll have a better chance that someone who needs physical therapy will come across them. Having a good mix of these types of posts is extremely important.
Once you’ve gained the attention of your readers with a photo or video, a call to action is a great way to guide them to their next step.
“Do you like these home renovation ideas? Let’s get started with yours!”
As seen in this above example, calls to action can be used for almost every type of post. Tell your reader to check out your website for a business related post, or tell them to read the article or video you’re sharing. Though industry-related or share-worthy content may not lead your reader straight to your website, the posts are more likely to gain likes and shares.
Packaged in with the importance of shared content is the name of your business. Every time your post is shared, someone new has the chance to see you. That’s brand-recognition, baby! When the time comes for that person to need a lawyer, they’ll remember the interesting law posts you shared and seek out the name they remember seeing or hearing about.
On the other hand, lengthy content, bland posts, and a poor balance of business/industry/shareable don’t work well on these media channels. Lengthy content is an especially bad choice for Twitter’s 140 character count limit. As for Facebook and Google+, people just don’t have the attention spans to read posts that are more than a couple of lines long. Keep them short and concise! Don’t post bland, filler content like, “Happy Friday!” unless people have a reason to share it. “Happy Friday, here’s a hilarious cat meme” can improve brand recognition, but only if shared- use humor to your advantage.
Find your balance between business and shareable content. Too much boring business related posts and calls to action can lead to a stagnant viewer count, while too many share-worthy posts may lead to your readers not knowing what your business does.
What works: Images, videos, industry related content, general share-worthy content. What doesn’t work: Lengthy content, bland content, and it may not suit your vertical.
Pinterest, like Instagram below, is all about the pictures. If you’ve ever been on Pinterest, you know that it’s a very visual sight to behold. The hook of Pinterest is that people are looking for ideas. This will work best for you if your business provides ideas or the means with which to make ideas happen. A hardware store can benefit from Pinterest because you may share tree-house building ideas with your store’s name attached- don’t forget about brand recognition. Once people get the ideas from you, they’ll come into your store to buy the tools they need for the job! The best use of Pinterest includes non-business related content. Show people ideas that may lead them to your business, but don’t try to sell them right then and there.
However, Pinterest may not suit your vertical, and it definitely won’t prosper with too much emphasis on text. Many verticals such as plumbing just don’t have many corresponding ideas given the nature of the job. In this case, Pinterest can only be used for shareable content and brand recognition. The text attached to Pinterest posts is often ignored, so any applicable text should go into an infographic displayed as an image. That isn’t to say that you shouldn’t use any text. A small headline or message will suffice here.
What works: Images, projects. What doesn’t work: Mostly everything else.
Instagram is a strange beast. The entire point of this medium is to compel readers to follow you and talk about what you offer. This works best for verticals like restaurants because your customers can post images of your food for their friends to see. This also works great for verticals like home improvement. In this vertical, your business can post project and progress images of what you’ve been working on. Seeing these images and sharing them can work well to compel the reader to seek you out.
Instagram posts can’t include links, so just like Pinterest, the aim here is brand recognition. Can you consistently post interesting enough images for your readers to stay interested? Not every business can.
Now that we’ve covered the main social media channels, let’s discuss other ways they can be used. Facebook, Google+, and other media channels support reviews. Aside from the engagement from posts, reviews can make or break a business. You may be thinking “I can’t control what people rate my business”, and you’d be right. However, you can control how you respond to people. You can turn around even the angriest rater by replying to their review in a quick and professional manner. See our other articles to learn about the importance of reviews!
Forbes discusses social listening as finding where your audience is discussing topics related to your brand. People are talking about cars somewhere, and these are great topics for your dealership. The short and sweet of this is that you need to be researching your competitors and your peers. What are people talking about, liking, and sharing, and how can you get in on it? You’ll want to shape your social media strategies around what’s getting the best traction everywhere else. Get researching!
This likely isn’t the first time you’ve read about the importance of SEO, and it definitely won’t be your last. When you search your business’s name or keywords related to your work, how high on the results page does it appear? The more you and your readers are mentioning your name and other keywords in relation to your business, the better your SEO results will be.
Finally, take a step back and look at what you’re doing. Naturally, you’ll want to look for what’s working and what isn’t. Whether you’re counting likes and shares by hand or using Google Analytics to track the information for you, understanding your trends may just be the most important part of the process, so what are you waiting for?
If you want to rank well in local search, you need consistent NAP data, website, hours, and more across all major listing directories. This is essential for search engines to validate you as a credible local business.
The more accurate and consistent data there is about your business across the web, the more search engines will trust the validity of the business. And the more the search engines trust the business, the higher they will rank in local SERPs (Search Engine Results Page).
According to Moz in their 2017 Local Search Ranking Factors survey, 13% of professionals list citation signals as the most important element in Local Pack Ranking factor.
What’s in an online business listing?
The information contained in business listings can vary across verticals and directories—but some key pieces of information hold true across them all.
The most crucial data held in a business listing is the NAP data—name, address, and phone number information. NAP data is critical for the online visibility of any business, and every listing source contains this information for the businesses listed. Having correct NAP data ensures that not only will consumers find your business online, but that consumers will also have accurate, up-to-date information on how to contact you.
NAP data is also important for search engines like Google to display your business in geo-targeted searches. If someone is searching “good seafood” in the Boston area, the local Boston seafood places with correct NAP data will appear. Of course Google gives search ranking priority to business with correct NAP data—how else are they supposed to tell where you are, what you do, and if you’re even a legitimate business at all?
Consumers are looking for your business! What exactly are they looking for?
53% of mobile searchers are looking for directions
Despite the importance of accurate NAP data, our data shows that many businesses are failing even at this basic step into the world of listings.
86% of businesses have either missing or incorrect company name information listed across all listings sources
72% of businesses have either missing or incorrect address information listed across all listings sources
71% of businesses have either missing or incorrect phone number information listed across all listings sources
Data taken from the 140,000+ local businesses in our system
Hours of Operation
One of the most important details about your business to include besides NAP data is the hours of operation. When a consumer is searching for their business (or their goods/services), they have a high purchase intent, and are likely searching for an immediate need.
The consumer will likely a visit a business after the business is shown as “open” on their Google search.
If your business has no hours listed, the consumer would have to go out of their way to find out whether you’re open or closed from their website, or a phone call. Or, worse yet, they drive to visit your business and find that you’re closed! Now they’re not only inconvenienced by not knowing your business hours, but they’re also upset for wasting their time. Let the negative reviews commence!
If your competitor has their business hours listed, they’ll likely capture that consumer. People just want their needs fulfilled—they’d be happy to spend their money at a business that has their hours correctly listed if they were coming in-store to make the purchase.
73% of purchases that result from mobile searches happen within the same day, and most (63%) within a few hours
76% of consumers report that they expected hours of operation information when conducting a search
Over 60% of consumers find that knowing the business hours helps them make their purchase decision
Consumers are often looking to make purchases the same day that they’re searching, so make sure they know your store is open when they go looking!
Does your business have a central “hub” of information to direct users to online? Throw that website link into your business listings. Consumers will often travel from Google search into a business website to get a feel for the business, and learn more about what they’re offering. So obviously, including a link to your website is important for their online presence.
93% of businesses have either missing or incorrect website information listed across all listings sources
Only 7% of businesses have their website information correct across all listing sources
Nearly half of small businesses don’t have a website (Clutch)
Website accuracy by industry
If a user can find your website, they’ll get a better impression of your business, and likely have a more positive experience. With nearly half of small businesses not having a website, you can make your business stand out on the SERP by including your website data in the listing information.
Other listing information to include
Depending on your business vertical, there may be other pieces of information important for you to include in their online business listings.
The more information you include across all listing sources and directories, the easier it will be for consumers to find your business and purchase your products and/or services.
While the world of online marketing has expanded far beyond paid advertising, advertising still plays a very important role in generating revenue and business. Digital advertising is the top of the “new advertising stack,” and it’s what can create brand awareness, drive sales, and create visibility across a variety of channels that are oversaturated with businesses trying to stand out.
Although there are many new players in the online marketing landscape like email, social media, and reputation, digital advertising isn’t set to slow down yet—a statement that’s underlined by the fact that ad spend is set to grow from $83 billion in 2017 to over $129 billion by 2021 (DMB Adobe).
We’ve compiled this list of top advertising stats so you can spend your advertising dollars where it matters, and get the ROI you need to thrive in the digital world.
Statistics about Digital Advertising
1. Digital ad spend is set to grow from $83 billion this year to $129+ billion by 2021
2. Google and Facebook are set to rake in 63.1% of digital ad spend in 2017
3. Google has +20% y/y advertising revenue growth, Facebook has +62% y/y growth
4. 39% of marketers list search engine marketing as their top business priority for 2017
5. Marketers that invest over 10% of their budgets on measurement are three times more likely to beat their sales targets by 25% or more
6. 56% of advertising use engagement to measure success, 21% use conversion & revenue
7. 34% of social media marketers list “tying social campaigns to business goals” as a top challenge
Video Advertising Statistics for 2018
8. 2017’s video advertising spend is $13.23 billion, and projected to reach $22.18 billion by 2021
9. 68% of consumers feel positively about watching video ads for mobile app rewards
10. 52% of marketers believe that video is effective for brand awareness
11. Online shoppers who view demo videos are 1.81x more likely to purchase than non-viewers
12. 51.9 percent of marketing professionals worldwide name video as the type of content with the best ROI
13. According to retailers, video can account for a 40% increase in purchases
14. Mobile shoppers are 3x as likely to watch a video than desktop shoppers
15. 46% of users act after viewing an ad
16. 80% of consumers remember a video ad they viewed in the past 30 days
17. Combining video with full-page ads boosts engagement by 22 percent
18. Ecommerce sellers find that using product videos increases product purchases by 144%
19. Video ad completion rate for videos 15 seconds long is 93-95%, with 30 second videos seeing a completion rate of 92-93%
20. Over half of video advertising is viewed on mobile
Mobile Advertising Statistics
21. Americans spend 71% of their online time on mobile, with Canada and the UK coming in at 62% and 61% respectively
22. Average smartphone conversion rates are up by 64%
23. Mobile advertising accounts for $37 billion of the $73 billion total ad spend (51%)
24. 81% of consumers feel negatively about mobile add pop-ups
25. Mobile accounts for 60% of click share on Google Search ads, compared to desktop’s 32%
26. Search ad spending on mobile is set to rise by 25% in 2017
Social Media Advertising Statistics
27. 70% of advertisers plan to increase their mobile social advertising budget in 2017
28. 26% of Facebook Users that click ads make a purchase
29. Images account for 75-90% of Facebook advertising effectivity/performance
30. The best headline length for a Facebook ad is four words, with 15 for the description.
Choosing the right digital advertising metrics to track and measure is crucial to your campaign’s success. If you aren’t tracking advertising efforts correctly, you’ll never know what’s working and what channels to focus your advertising dollars on.
Determining your core ROI goals means you’ll be able to measure data that tells the story of how your target audience interacted with your ads.
Here are a few of the key metrics to track that will help you measure success and determine ROI:
CPA – Cost Per Acquisition
How much does it cost you to acquire a new lead on any given channel?
Knowing the cost to acquire a client for your business is the basis of your marketing budget, so it’s crucial data to add to your ROI analysis. Combined with other ad data, this will determine whether your business will make a profit.
Ideally, you’ll want to get a sense for which mix of ad channels (Search, Facebook, Display) work best for your business. Then you’ll be able to better optimize your ad budget going forward.
Here’s the formula for CPA:
CPA is a simple but valuable formula. Knowing how much it costs to acquire a new lead is key to understanding your ad ROI.
However, we still don’t know the actual value of your client’s customers. The next thing we’ll discuss is LTV, which is essential for further ROI analysis.
LTV – Lifetime Value
Do you know the lifetime value of your customers? You should!
Why? Because this will give you a number that represents an approximation of the revenue a new customer brings in, with all associated costs factored in.
If you know your LTV, you’ll be able to compare it directly to the cost of acquiring a new client through your digital ad campaign.
Here’s the formula you can use to determine your LTV.
CR – Campaign Revenue
Now that we understand how to calculate and analyze the lifetime value of your customers, we’ll be able to track the revenue generated by your digital advertising campaign. As you can see below, you just need to multiply your campaign’s conversions by LTV and closing ratio (50% would be .5).
Why include closing ratio? Obviously, every new lead you generate isn’t going to become a customer, so you’ll need to factor in how often you are able to close new leads to estimate campaign revenue correctly.
ROAS – Return on Advertising Spend
ROAS is an illuminating metric to use for ad campaigns, and a lot of marketers use it interchangeably with ROI itself. However, there are significant differences between the two. What is the difference between ROI and ROAS?
“ROI measures the profit generated by ads relative to the cost of those ads. It’s a business-centric metric that is most effective at measuring how ads contribute to an organization’s bottom line. In contrast, ROAS measures gross revenue generated for every dollar spent on advertising. It is an advertiser-centric metric that gauges the effectiveness of online advertising campaigns.”
So advertising ROAS is much more focused on the results from specific campaigns, while ROI incorporates the bigger picture relative to the business. This means that it’s much easier for you to be tracking and analyzing advertising efforts with ROAS! You know the cost and you can calculate the revenue.
Setting your own benchmarks and campaign goals based on past performance is the best way to proceed with your advertising efforts.
Want to skip all this confusing jargon and let the experts handle your digital advertising? Contact us today!
Businesses on page 2 of the SERP might as well not exist.
It sounds harsh but it’s simply the reality that we all need to accept.
You know the drill—you want pizza so you get on your phone and do a search. Google presents its top 3 local options in the “Snack Pack” and 10 other organic results. You pick one make a call or pop in the pizza joint.
If you’re the local pizza joint, you want and need to appear on the first page for those target keywords. So how do you get them there?
You’ll need to do a local SEO audit to find out. Here’s how to get it done.
Step 1: Audit Keywords
What keywords are you targeting? Step one of your audit should be to determine what you’re currently ranking for and identify any opportunities you might be missing.
For example, if you’re ranking well for ‘Philadelphia Bankruptcy Attorney’ but are nowhere to be found for ‘Philadelphia Bankruptcy Lawyer’, you’ve identified an area to improve.
Start by making a list of services, products, or a page you’d like to drive traffic to. Once you do this you’ll be able to use tools like Keyword Finder to quickly put together a list of high volume local target keywords.
With this list in hand, you can proceed through the rest of your local SEO audit and determine how well these keywords are optimized every step of the way.
Your local SEO audit should include a snooping session to determine your competitor’s SEO status and tactics early on. If you’re located in a highly competitive area where the other top businesses are doing everything right, you need to document what you’re up against.
You don’t need to do a full diagnostic on each competitor, but take a look at the following, and compare that data against yours:
GMB ranking for top keywords
Organic rankings for top keywords
Review quantity and quality
Number of links
In most cases, you should be able to take a look through these items and develop a hypothesis on why your competitor is successful in local SERPs.
The 2017 edition of Moz’ Local Search Ranking Factors Survey ranks Google My Business (GMB) as the biggest driver of local SEO success. If you want to appear in Google’s ‘snack pack’, your GMB listing should be robust, and well-optimized with your core target keywords.
Here are some things to look for:
Do you have a GMB listing? If so, is it claimed and verified?
Is all business information present and correct?
Do you have multiple reviews and a high cumulative rating? Are you responding to reviews?
Do you have appropriate business categories listed?
Do you have images of the business?
Have you created any GMB posts?
Are you participating in the Questions & Answers section?
These are the core elements that make up a strong GMB listing.
Reviews pack a ton of clout in both the local ranking and reputation building arenas. Search engines regard them as an authentic measure of a local business’s popularity and viability. Potential customers trust reviews as an accurate gauge for that business’s quality level.
Getting an abundance of positive, glowing and wordy reviews across multiple review platforms like GMB, Facebook, Yelp, and vertical-specific sites like Houzz, Tripadvisor, and Healthgrades helps you win on many levels.
Local SEO Guide notes that Google does pick up on the keywords people use in their reviews:
“At a high level, having a keyword you are trying to rank for, and a mention of a city you are working to rank in, in reviews has a high correlation with high ranking Google My Business results.”
Helpful Local SEO Tools:
Get and manage reviews with Customer Voice (contact us for more info)
“Google is still leaning heavily on links as a primary measure of a business’ authority and prominence, and the local search practitioners that invest time and resources to secure quality links for their clients are reaping the ranking rewards.”
A diverse array of quality links is crucial for any local business’s link portfolio. This means that you’ll need to evaluate your links, looking for links with:
Industry or vertical topic clusters
High domain authority
Link quality will win over quantity, and quality + quantity will help you dominate the search rankings in your market. On the flip side, if you see a high volume of spammy, off-topic links, you’ll want to make a note of it as a red flag that may be damaging your ability to rank well for your target keywords.
Schema markup is code that goes on a website to help the search engines return more informative results for users. Schema tells the search engines what your data means, not just what it says.
This is a key way to tell search engines exactly what a given website is about, which will help them serve it up on SERPs for the correct search queries.
One way to check to ensure that your site is using schema markup is to enter your URL in Google’s Structured Data Testing Tool You’ll be able to check to see if all the correct info about your business has been included.
To add Schema markup, if it’s a WordPress website, then “All In One Schema Rich Snippets” is a great plugin. For other websites, this is a good tool to create the code.
How frequently is your business mentioned online? Auditing your citations will determine how many online mentions exist of the name, address, and phone number for your business.
It’s important to look into both your structured and unstructured citations. For structured citations, you’ll audit your business listings across the web, looking at social platforms and directories like Yelp, Yellowpages, Facebook, Superpages, and MapQuest. You’ll also need to check to see if their correct business info is listed on the main data aggregators: Axiom, Neustar/Localeze, Factual, and Infogroup.
Next, you’ll need to check your unstructured citations. An unstructured citation can be found on random websites, blogs, event listings, job posting sites, government records or social media mentions. These are unstructured because they could be as simple as a company mention. Usually, these citations don’t include a business’s NAP data.
An audit of the main website pages is probably the most important piece of your entire audit. It doesn’t have to be time-consuming if you have the proper tools though. Screaming Frog is one of many excellent tools that’ll deliver a comprehensive look at your on-page SEO.
With your list of target keywords in hand, you’ll want to run through each page on your spreadsheet looking at the keywords on each page. Specifically, you’ll be looking at:
Even with just this information, you’ll be well-equipped to analyze how well your pages are optimized for local SEO. Plus, you’ll be able to determine improvements and content gaps that might be missing.
Once you’ve evaluated and recorded the weaknesses in your local SEO, you can make use of a host of top-tier SEO plugins to help you do your work.
There are two main components two image optimization for local SEO: keyword usage and how it affects page load speed. You can use ScreamingFrog’s free SEO tool to evaluate both.
Auditing image keyword optimization boils down to evaluating each image’s filename and alt text. Since Google can’t yet tell what visual content an image contains yet, site crawlers rely on things like the filename and alt text to determine what’s being displayed. These are places you should optimize with relevant target keywords.
You can get some big improvements in page load speed when images are optimized to reduce their file size without significantly impacting their visual quality. Using ScreamingFrog, you can take an inventory of all the images on your site and highlight the images that are slowing things down. (There are also image size optimization plugins that resize images automatically going forward.)
“Google’s latest research shows that the chance of a bounce increases 32% when the page load time goes from 1s to 3s. 1s to 5s increases the chance to 90% and if your site takes up to 10s to load, the chance of a bounce increases to 123%. That’s incredible. For search engines, better results and performance is a sign of a healthy site that pleases customers and therefore should be rewarded with a higher ranking.”
Google PageSpeed Insights Tool performs a near-instant audit of a given URL for both mobile and desktop searches. This will give you a quick way to tell if improvements are needed, and a list of actions to take to improve your website speed.
What visitors do when they discover your business online affects your rankings. In fact, David Mihm argues that,
“Engagement is simply a much more accurate signal of the quality of local businesses than the traditional ranking factors of links, directory citations, and even reviews.”
Metrics like organic search click-through rate (CTR), dwell time, bounce rate, and conversion rate are all ranking factors. You can simply use Google Analytics to examine your engagement metrics and compare them to industry benchmarks.
The truth is that we’re not sure to what extent social signals are baked into Google’s ranking algorithm. However, there’s no doubt that a strong social media presence can significantly boost local SEO efforts.
According to Ron Dod of Search Engine Journal, the bigger and more engaged your audience is, the more they’ll boost rankings:
“The bigger your brand is and the more consumers trust you, the more likely you are to receive a larger share of clicks in Google. Social media can be a great and efficient way to help you build your brand and get in front of people who wouldn’t have otherwise found you.”
Therefore, evaluating your social platforms is an essential part of your local SEO audit:
Number of people that like your Facebook page + Facebook shares
Number of Twitter followers + tweets mentioning your brand name
Number of LinkedIn company followers and Linkedin Shares
Performing a comprehensive local SEO audit using the 12 steps I’ve outlined is going to dredge up issues. Finding and fixing any SEO optimization issues you discover along the way is also crucial, as is recording your progress to ensure you’re not missing any vital pieces to the local SEO puzzle.
A good way to get started is to use MarketGoo, which automatically scans a website and generates a step-by-step SEO plan to help you increase your website traffic and rankings.
Once you’re ready to get started optimizing your website for SEO, using Boostability’s and SEO Network‘s SEO packages are key ways to power up your local presence. Justcontact us for more info on any of these products.
Want to skip all this work and let the experts handle your local SEO? Contact us today!
Instagram has entered the territory of “must” rather than “nice-to-have” when it comes to social marketing for businesses. There are a few key reasons why every business should have an Instagram account, and why you’re going to be pretty left out if you don’t get on this social platform.
1. Skyrocket Your Engagement
The data shows that Instagram is the #1 platform for getting post engagement.
That means that if you want to establish a relationship with your client base (which you do), then you’re going to need that post engagement that only Instagram can provide.
But let’s back it up fora second…
It’s an interesting time to be involved in social media marketing… Facebook is facing major allegations, and as a result—people are doing crazy things like starting movements to delete their Facebook accounts… (For my sake, and the sake of your distant relatives, please do not delete your facebook). As much as internet trolls might have you think that it’s the social media Armageddon, I assure you that life will go on.
It might be looking a little overcast in the internet landscape, but before we pack our bags —there’s still some hope. Facebook’s more charismatic and adopted little brother (Instagram) still has users entranced with its purity and boasts a pristine opportunity for brands who are ready to stir up the marketing pot.
Now, Instagram is the #1 platform for post engagement because its focus on visual content creates a very unique space for brands to interact with others—and if you’re a skeptic, the numbers don’t lie. According to a study conducted by Forrester, Facebook and Twitter organic post engagement levels are currently less than 0.1%. In comparison, the millennial-centric Instagram boasts regular engagement at 4% for brands. (That’s 40x better btw).
2. Grow Your Following with Ease
80 percent of Instagram accounts already follow a business on Instagram, and 65% of top-performing posts feature products. The translation here is obvious, Instagrammers want to see branded content, and they want to connect with brands.
Add the engagement levels for brands (4%) that we just saw and we have the optimal landscape for growing your branded following on this platform.
3. Generate Leads
Instagram is a tool for lead generation.
We know that social media strongly influences purchase decisions, even if that is at the subconscious level of the consumer decision-making process.
It’s 2018, and our favorite lead generation tool (Facebook) is making algorithm changes that are making it harder for brands to get heard. With engagement rates already resting around the 0.1% mark, it just might be the ideal time to expand your reach to include some Instagram marketing.
With Instagram, 60% of users have first heard of a product or service through the platform, and over 120 million Instagram users visited a website, got directions, or called/emailed/direct messaged a business as a result of their engagement with the platform (sproutsocial). That means that 120 million Instagrammers have been lead to a business through the platform.
You can easily use Instagram to generate new business and sales with strategic content and links in your bio, as well as reach new targeted and engaged audiences through paid ad campaigns through the Facebook ad platform.
4. Stay On Top of “Instagram Reviews”
A little-known fact is that when an Instagram user posts something on Instagram and uses a location tag, this tag isn’t owned or regulated by the business that owns the physical location. All location tags on Instagram, or “Instagram Geotags”,” are tied to a separate public account that Instagram will store posts under.
For businesses, this is a blessing and a curse.
Best Case Scenario:
Say you own a local restaurant and you have numerous dedicated and consistent customers who love to post at your restaurant and have nothing but glowing words to accompany beautiful pictures of your space. When others look at your location on Instagram, this is what they see, and they are that much more likely to convert and become loyal customers as well.
Worst Case Scenario:
You own the same local restaurant, but one dissatisfied customer took it upon themselves to post a picture of your front door exclaiming their disgust with the service that they received. This post has lingered on the web and likely dissuaded other customers from posting to the location, and has resulted in the loss of unknown amounts of revenue through prospects who steered away from your business as a result.
Although you have no control over the things that users might be saying about your brand (much like standard reviews), you can still help mitigate some possible damages by having a branded Instagram account and monitoring the posts on your location. Much like negative reviews left on other review platforms, by responding to negative Instagram posts, you are much more likely to prevent harm to your reputation.
5. Don’t Get Left Behind
As of 2017, nearly 71% of businesses in the United States were already using Instagram. The release of Instagram business profiles and the ability to to run ads/analytics with ease have been large factors in driving the Instagram growth movement.
You may notice that this looks like an exponential growth graph, and that’s probably because it is. Fortunately for you, just because 71% of these businesses are using Instagram doesn’t mean that these businesses are using it to its full potential.
We can make a pretty good estimate as to where this usage rate is going to reside by the end of 2018, so don’t get left behind.
Don’t wait, get started on your Instagram strategy today to generate new leads, amplify your brand, and build new business!
Page speed is the amount of time it takes for the content on a website’s page to fully load. In a world where people have come to expect instantaneous results, faster is better.
In fact, nearly half of web users expect a site to load in 2 seconds or less, and they tend to abandon a site that isn’t loaded within 3 seconds, according to surveys done by Akamai and Gomez.com.
But how long do most websites take to load?
The standards many have been using for page load time come from a study conducted by Geoff Kenyon where he compares website speed against the rest of the web:
if your site loads in 5 seconds, it is faster than approximately 25% of the web
if your site loads in 2.9 seconds, it is faster than approximately 50% of the web
if your site loads in 1.7 seconds, it is faster than approximately 75% of the web
if your site loads in 0.8 seconds, it is faster than approximately 94% of the web
So how can you determine how your website stacks up?
How to Determine Your Page Speed and Score
Here’s how to measure how your website stacks up:
Hop into your website’s Google Analytics Site Speed reports. This will give you an idea of how your site has performed over various time periods and the load speed of each of your pages.
Enter your site’s URL into Google’s PageSpeed Insights Tool. This will give you a report card on your website’s speed performance on mobile devices and desktop. The report comes with some recommended actions you can take to improve your site’s speed.
GTMetrix will provide a comprehensive look at your site’s speed optimization status.
Note: Don’t puzzle yourself when you see different speed timing in Pingdom and Gtmetrix. As Pingdom will show you load time (The time it takes to show the first result of your website—that’s what google counts and you should too) and GTmetrix will show you full load time (The time it takes to show full page with it’s full functionality running).
For further understanding, it’s always good to see the speed waterfall from both tools.
Why Does Page Speed Matter?
Bridging the gap between user expectations (2 seconds) and average website load time (5 seconds) is the goal of page speed optimization and the tactics we’ll outline later. But why exactly does page speed matter? It comes down to 3 main interconnected reasons:
1. Speed Kills UX
User experience is probably the most important reason you should care about website speed, so we’ll start here.
People don’t have the patience for slow loading websites anymore. In the beginning, just connecting to the internet required a tolerance that just doesn’t exist anymore.
Today, people are constantly online and you’ve got 3 seconds maximum to display your page or they’re gone. More than 3 seconds creates a poor user experience and the bar is only going to get higher in the future.
2. Speed Kills SEO
User experience is actually the driving force behind the SEO implications of site speed. While Google has been slow to officially reveal whether slow websites would receive ranking demotions, it appears that those days are coming. You need to make sure your website is ready.
3. Speed Kills Conversions
Your site speed’s effect on conversions is what should really catch your attention. How can you move people through your funnel if each step takes forever? Your super-fans will do it, but those new, hesitant people who are prone to buyers-remorse will bounce.
8 Tactics to Make Your Website Load Faster
Speeding up your site is not necessarily going to be a snap. If you have a small, light site you may just need to try a couple of tactics on this list.
However, large, older sites with a lot of code and content may require some persistence and the implementation of several tactics on the following list.
Here’s where to start:
1. Leverage browser caching:
When you visit sites, your browser often caches pages on the site to speed up load time.
Browser caching stores webpage resource files on a local computer when a user visits a webpage, so leveraging browser caching is when you instruct browsers how their resources should be dealt with.
Things can slow down when the response from your server does not include caching headers or if resources are specified to be cached for only a short time.
Leveraging caching will load your pages much faster for repeat visitors and so will other pages that share those same resources.
If images load faster, your site loads faster, period. Google notes that “…images often account for most of the downloaded bytes on a page. As a result, optimizing images can often yield some of the largest byte savings and performance improvements.”
This means that you can get some big improvements when the images on your pages can be optimized to reduce their file size without significantly impacting their visual quality.
“The reason gzip works so well in a web environment is because CSS files and HTML files use a lot of repeated text and have loads of whitespace. Since gzip compresses common strings, this can reduce the size of pages and style sheets by up to 70%!”
Server response time is the amount of time it takes for a web server to respond to a request from a browser. This is a key issue to address because if your server response time is slow your pages will display slow, no matter how optimized your pages are for speed.
Google says you should reduce your server response time under 200ms. So how do you make this happen?
This is the exact message you’ll get from Google’s PageSpeed tool when additional network round trips are required to render the above the fold content of the page.
However, this is a common message you’ll get from Google about site speed, and addressing it can really take your page speed up a few notches.
How does online advertising help a local business grow?
Digital advertising increases awareness—it’s that simple. Digital advertising consists of a range of services, all of which work to promote a business online.
More and more businesses are increasing the amount that they spend on digital advertising, and experts like Jamie Turner suggest digital advertising on social platforms is well worth the spend.
“If I were to provide one tip to people who are using social media, it would be this — don’t be afraid of paying for social media reach and clicks.” – Jamie Turner, 60secondmarketer.com
The best part about digital advertising is that results can be easily monitored and ROI can be easily tracked. You probably don’t want to be spending lotsa money without some proof of performance right?
With traditional media channels, there is sometimes no way of tracking the effectiveness of an advertisement in terms of advanced data analytics. With digital advertising, companies like Google and Facebook allow users to access advanced analytics. This way local businesses know that their money is being well spent and that the digital advertisements are positively impacting their storefront.
When determining the success of an ad, the important factors will differ case by case. For the most part, the success of an ad lies in the indicators listed below.
ROI indicators/measures of a successful campaign:
Impressions: the actual # of views on an advertisement
Clicks: the actual # of direct clicks on the advertisement
Engagements: Social & landing page clicks
Results: In most cases, results come in the form of a phone call or a store visit.
The Best Places to Advertise
Through our team’s extensive work in the digital advertising space, we have come to the same conclusion as pretty much every digital advertising company. The best places to spend money on digital advertising are Google & Facebook.
With digital advertising, not only is a local business visible online, but they are visible to the right people online. Platforms like Facebook and Google allow for advanced targeting, which puts a local business in front of consumers who are more likely to convert into a sale.
Plus, Google and Facebook accounted for roughly 60 percent of ad spend in 2017!
Why advertise on Google?
Reach: Google is the largest search network in the world, and consumers are using Google every single day to search for local businesses. Utilizing Google’s massive network capabilities, digital advertisers are able to find ideal prospects and get in front of users looking for their products/services.
In the age of digital, people are not looking at TV commercials or listening to radio ads to find a local business, they are searching for a service and then locating your business online.
Flexibility: Google allows the local advertiser to spend whatever they want, whenever they want. With flexible options for ad spend, advertisers are able to test what works and what doesn’t work for a business. Spend a bit, wait to see how the campaign performs, and then reinvest in larger budgets for greater prospect reach.
Why advertise on Facebook?
Audience: The audience on Facebook includes 1.32 billion daily active users (DAUs) on average, at an increase of 17% year-over-year. As a local business, you simply cannot ignore the fact that Facebook is likely an intersection in which you can find prospective customers. If the daily average users stat doesn’t have you convinced then let’s talk about how often social media is being used. The average person spends nearly 35 minutes everyday JUST on Facebook, according to a recent study by Mediakix.
If there is one thing to take away it is that the audience on Facebook is MASSIVE, and they are on Facebook a LOT.
Targeting: Facebook Ad targeting is a marketer’s dream. Facebook allows the ability to focus on users so microscopically that you can basically become a bit of a digital stalker (in a good way?). Target users by their interests, behaviours, age, gender, location, and really anything that their Facebook profile may reveal about them including job title.
The Facebook algorithm has brought about changes to the local advertising landscape, but it remains one of the best environments for local businesses to get the word out about themselves!
By leveraging these two platforms, every local business can easily take their advertising game to the next level, and begin to rake in new revenue—with the data to back their investment.
A good or bad reputation can mean the difference between a business thriving and expanding, or closing their doors for good. In the digital age, a business’s reputation is controlled by consumers using online review platforms like Yelp, Google and Facebook to announce the quality of their business publicly. The good news is that this lets businesses easily monitor and manage their online reputation, a power they can put to good use by responding in a timely manner to the reviews they receive.
While negative reviews often get this most attention, positive reviews are as or more important! It’s important to respond to positive reviews to thank customers for taking the time to review your business and to encourage others to do the same.
With 92% of consumers reading reviews online, businesses can’t afford to sit on the sidelines. An effective response will help ensure that a happy first time customer becomes a regular, and 70% of complaining customers will come back if you resolve the complaint in their favor. The first step is engaging with them.
How to respond to positive reviews
It’s simple. Thank the customer, name drop, promote and tell the customer what to do!
Say thank you and be specificNo one would let a compliment pass them by in real life. Apply that same principle to a review response! And make sure to reiterate your customer’s compliment. This let’s the customer know that a real person took time out of their day to acknowledge them, and that feels good.
Use the business name and keywordsDon’t miss out on the opportunity to drive your business up in search results—positive reviews work wonders in search. Referring to your business name, location and category (restaurant, coffee shop, hotel, etc.) helps index that review online.
Market, market, marketIs your business famous for a certain secret sauce? Are you having a promotion next month? A review response is a great place to get the good word out.
Give your customer a taskNot as scary as it sounds. Invite them to try something different the next time they visit, or bring a friend!
As you can see, there’s a ton of potential hidden in a positive review response. Instead of one advertisement to rule them all, each review is an opportunity to sell your business!