Thursday, October 29, 2020

How to immediately profit from your next piece of content

30-second summary:

  • Most content marketers focus on creating blog posts and writing guest posts to improve SEO rankings. This approach overlooks the value of insightful content as a sales resource, especially for B2B firms.
  • What type of content works best for sales prospecting. Examples of content and an overview of how to create your outreach list.
  • An overview of two campaigns where blog content was used to generate leads for an SEO agency. Included in the overview are email templates and campaign outcomes.
  • How to review and optimize your content marketing outreach campaigns to generate more leads for your business.

Significant business resources are invested in creating content that is never engaged with, writing guest posts that are never read, and sharing content that is never seen. It’s a reality that most of us choose to ignore because we are fixated on inbound marketing.

While inbound marketing is effective, it’s not without problems:

  1. Most of the visitors who engage with your content will never return. It’s generally agreed that somewhere in the region of 2%-6% of first-time visitors return to a website.
  2. You have little control over who visits, and most visitors do not fit the profile of your customer persona (you’ll be doing very well if you convert even 0.3% of site visitors into customers).
  3. There are only so many spaces on the front page of Google. Truthfully, most of us will be fighting and failing to achieve our desired SERP rankings.

Outbound marketing sidesteps two of those three issues.

When you create a list of companies that fit your target demographic and then send emails to the relevant people in that company, you gain a degree of control over who consumes your content. Where you sit in the search rankings will not impact the outcome of your campaign.

While most sales teams use outbound marketing, few companies coordinate their content marketing efforts with outbound sales initiatives.

I believe that this is an oversight. I’ve secured several new customers for my agency in the last three months by coordinating my sales and content marketing efforts.

This guide will share an approach that I believe can help all businesses, but especially small to medium-sized businesses, that operate in the B2B space acquire new customers. It’s a strategy that relies upon creating a small amount of really great content, then actively promoting that content to the right people. Let’s dive in.

1. Consider the goals of your customer

Ideally, your outbound marketing strategy should neatly fit into your long term content marketing goals. For me, an optimal content campaign that aligns with sales should look something like this.

At the start of the campaign, you need to identify relevant keywords to target.

The keywords you pick should align with your ideal customer’s pain points and the solution that you offer either through your product or service. For example, at my company, we help businesses in the SaaS niche secure guest posts on relevant sites. I decided that the initial outreach campaign would be based around my guide on how to guest post.

You can see how the topic aligns with the solution.

If you’re going to run an outreach campaign that utilizes content from your site, you must use informative content that offers value. After all, the article will be the first impression that you leave with a potential customer interacting with your business.

You can create multiple pieces of content around your product or service offering. However, I recommend you start with one piece of cornerstone content.

2. Create a customer outreach list

There is a good chance that you already have a strategy in place to promote new content. Often, that involves creating a list of sites that have linked to a competing piece of content. You then find the contact details of the author and send them a message asking for a link.

A sales outreach campaign based around a piece of content is just as straightforward. However, the goal and who you target is different.

I’ll assume you have a customer persona. You know what type of companies buy your products or services. You need to create a list of suitable companies. You can use resources like Google My Business, the Inc 5,000, and other business roundups to quickly create a list of suitable companies to contact. 

Once you’ve created your shortlist, you need to find the details of the person in charge of purchasing decisions at each company. For an SEO agency, that person typically has a job title like ‘Chief Marketing Officer (CMO)’.

I generally use a combination of LinkedIn and an email finder to get their contact details. Hunter and Voila Norbert both offer 50 free searches, which is enough for an initial campaign.

Pull all of that information you collect into a Google Sheet.

3. Run your outreach campaign

There are numerous types of sales outreach campaigns you can run that incorporate blog content. For example, I collected the details of everyone who left a comment on the Backlinko blog. I removed individuals and companies that didn’t fit my customer persona and sent them all an email.

Below is a screenshot of the email template I used alongside one of the responses.

Piece of content - Profit from it by email outreach - Example 1

You can see this is a soft sell. The only reference to the service I offer is my email signature that links to a sales page. The primary resource in the email was this blog post.

I wanted to start a conversation with prospective customers not generate an instant sale.

This particular outreach campaign, which was sent to around 200 people, generated two leads. In addition, I was asked to appear on a podcast and was offered a couple of guest post opportunities.

You can be more direct. Here is an example from another campaign.

Piece of content - Profit from it by email outreach

We leveraged the credibility of Sumo for this sales campaign. The company has more brand recognition than Launch Space, a site that few people would recognize.

The primary resource used for the Sumo sales campaign was this article. The guest post fits the criteria of a cornerstone piece of content. It’s actionable, insightful, and relevant to the needs of prospective customers.

You might have noticed that I adapted my email signature for the campaign. We generated two leads from our first 100 emails.

4. Review the results

If this is your first campaign, I recommend you send outreach emails to between 100-200 companies. Send your emails, then a week or two later, review the results.

The first campaign we ran had a 1% conversion rate. I sent 100 emails and got one customer.

The math was simple.

I didn’t use any marketing tools for the campaign. You might choose to start the same way.

To improve the results of any marketing campaign, you need to track relevant metrics. There are plenty of affordable email tracking tools that provide insights like email opens, link clicks, and other statistics.

Good email tracking tools will allow you to split test your copy. You’ll also gather information on when people open your email and who opened your message multiple times but didn’t respond. You can use this data to improve your campaign results, for example, by scheduling your emails for the optimal time or day of the week or deciding on who to send multiple emails to.

Wrapping up

In this guide, I outlined how you can include blog posts and guest posts in your cold outreach to generate leads for your business. It’s a strategy that I’ve used to consistently land fresh clients, which has, in turn, helped me grow my business.

If you’re a B2B company selling a product or service with a high-profit margin, outbound marketing will normally provide you with a positive Return On Investment (ROI). It’s logical to utilize blog content as a sales resource, especially if you presume that the content will eventually generate leads through inbound marketing. Most companies don’t do this; I hope this article has provided you with the impetus to try.

Nico Prins is an online marketer and the founder of Launch Space. He helps companies develop their digital marketing strategies. He’s worked with everyone from Fortune 500 companies to startups helping them develop content marketing strategies that align with their business goals. Follow him on Twitter @nhdprins.

The post How to immediately profit from your next piece of content appeared first on Search Engine Watch.

Wednesday, October 28, 2020

Google’s featured snippets: How to get your YouTube video featured in Google

30-second summary:

  • YouTube is one of the most featured domains in Google.
  • Unlike any other heavily featured sites, YouTube.com provides any brand an easy way to host a brand-owned asset for it to get featured.
  • To capture more video-driven featured snippet opportunities, create a video version for each keyword-driven content asset you create.
  • There are tools that make video creation quite scalable. Those include online video creators and Zoom.
  • Regardless of how you create those videos, make sure there’s a meaningful (even search-optimized) voiceover as Google is using that (and the video transcripts) to generate featured snippets.
  • Use traditional SEO practices to let Google discover and rank your videos. Like with regularly featured snippets, video featured snippets heavily depend on the organic rankings.

YouTube provides brands with all kinds of unique marketing opportunities, one of which is an ability to build extra organic visibility through both video carousels and featured snippets.

Why YouTube?

According to Ahrefs, YouTube.com ranks in the top five organic searches for 139,830,455 queries. Of those, it is being featured for 1,177,203 queries (as of September 2020). 

YouTube video featured snippets on Google

[Screenshot source: Ahrefs as of September 2020]

This makes YouTube one of the most featured domains out there.

For comparison, en.wikipedia.org is being featured for 2,644,918 search queries (again, according to Ahrefs data).

Unlike Wikipedia, YouTube videos can be owned by brands. Anyone can create a YouTube video and get featured with it. This means the video creator holds full control over the message of the featured asset.

This is gold.

It is not easy to determine why YouTube is being featured so heavily:

  • Are YouTube videos being featured because they tend to rank so high
  • Or are YouTube videos being featured because Google has found those search queries to be best satisfied with video content

Either way, one thing we know for sure: You should be providing videos if you want to build additional brand exposure in organic search.

How to get your brand feature more through creating video content?

1. Create more videos

This one is pretty obvious but this is the fundamental step that needs to be covered.

You are welcome to go fancy and capture all relevant search results in your niche that feature videos and try to capture all those opportunities with your own videos. This strategy has the right to exist but it does have some problems:

  • You are competing with existing assets that have by now accumulated all kinds of solid signals (views, backlinks, and other such factors). So don’t expect this to come easy.
  • You are limiting your strategy with existing opportunities that all your competitors may be aware of. You are doomed to always be behind.
  • Featured snippets are dynamic. By the time you finally have a solid asset to compete, that opportunity may no longer exist.

Instead of chasing each individual opportunity, create a more comprehensive strategy that would ensure you’ll create your own opportunities, and gradually capture all of the existing ones as well.

Put simply, turn all your text-based content into the video format.

This sounds intimidating but it is actually totally doable. I am using two tools that make the process unbelievably easy:

2. Zoom to record walkthrough and tutorials

You can record yourself explaining any process using the free version of Zoom. It may take you some time to get used to the process but going forward, you will find yourself more and more comfortable with it. After 2-3 video tutorials, a 3-minute video will take you 30 minutes to create, trust me.

YouTube video featured snippets on Google - Zoom to create videos[Screenshot created by the author: September 2020]

I am sure other virtual meeting solutions can work for that purpose as well:

The best thing about Zoom is that it is free and offers a nice HD export of recorded videos.

3. Renderforest to turn text into videos

While Zoom may take a bit of time to get adjusted to, Renderforest provides video creation tools that take no time to figure out. It is easy-to-use and can be used to turn any article into a video.

To get an easier feel of the tool, simply grab your article subheadings and use their text-to-video option to turn those into a video:

Text to video - Transcript[Screenshot source: Renderforest]

Renderforest provides templates to create whiteboard videos, explainer videos, step-by-step tutorials, and more. 

Overall, of all the online video creators I’ve tried over the years, this one seems to be the easiest to adjust to. And it saves a ton of time. It costs around $7 a month which is also quite affordable.

4. Use meaningful well-structured distinct voice-over for your YouTube video

Now I don’t have any serious study behind this claim, so take this with a grain of salt. Based on my own experience, unless your video has a meaningful voice-over, it will not be featured.

Look at one of the examples of featured videos: There’s a text instruction in the box:

YouTube video featured snippets on Google - Instruction box[Screenshot source: Google search as of September 2020]

This is generated from the video captions which are auto-created based on the video voice-over:

[Screenshot source: YouTube as of September 2020]

This seems to support my claim: Unless Google can find some text, it will not be so willing to feature a video.

So invest some time into creating a voice-over.

If you use Zoom, you can simply read instructions while recording your tutorial. If you are using Renderforest, you can sync your voiceover with your video. Both methods are pretty doable.

4. Optimize videos using traditional SEO

YouTube SEO is not much different from any SEO process. This article outlines the process pretty well here. Basically, all you need is:

  • A keyword-optimized name of the video (which is also going to be the page title)
  • A detailed video description (also use your keywords there as well). Feel free to create clickable timestamps to take viewers to particular sections of the video. These get indexed by Google as well.

More importantly, you need some links to your video. At the very least link to each video from your own site (both manually from your articles and also using some plugins which send sitewide links to your videos). This will help it rank.

Conclusion

This video strategy will hopefully get your brand featured more. But it will also help you create more content assets which you will be able to market on social media to boost engagement and create more traffic generating channels. Good luck!

Ann Smarty is the Brand and Community manager at InternetMarketingNinjas.com. She can be found on Twitter @seosmarty.

The post Google’s featured snippets: How to get your YouTube video featured in Google appeared first on Search Engine Watch.

Monday, October 26, 2020

PageRank sculpting: How to get more from your links

30-second summary:

  • SEO strategists focused on link building often forget that it’s much easier to optimize their existing link equity than it is to build more.
  • Large enterprise and ecommerce websites with thousands of landing pages often spread PageRank too thin, sending link equity to pages that are unlikely to ever rank.
  • SEO strategists can achieve dramatic ranking improvements by changing the internal linking profile of their websites to concentrate more PageRank on their highest-value landing pages.
  • An iterative approach to internal link edits with a crawler, A/B testing, and site rollbacks allows webmasters to make adjustments until they get their PageRank distribution right.

Over the past decade, some SEOs have loudly proclaimed that the art of PageRank sculpting is dead. As is often true when armchair technologists voice their opinions with clickbait headlines, they got it dead wrong. In fact, the larger the site and the more PageRank it has, the more effective PageRank sculpting can be.

PageRank-driven link algorithms are Google’s original authority metrics. They are still the fundamental basis for how authority is evaluated on a per-page and per-domain basis. PageRank even underlies the PA/DA metrics from Moz and UR/DR from Ahrefs. Google uses its PageRank algorithms to separate the signal from the noise in its massive 30 trillion page index and provide high-quality search results. 

Call me a traditionalist, but one of the reasons I love experimenting with PageRank is because it is an onsite strategy that I have 100% control over. Earning new links is great, but it’s time-consuming work. Maximizing the value of my existing links is much easier than building new ones. For websites with large existing backlink profiles, it’s often more immediately impactful. 

Not trying to use PageRank to your advantage is a major missed opportunity, particularly for enterprise-level or e-commerce sites with hundreds to thousands of landing pages. This post will break down three powerful PageRank strategies that I use with my clients to improve their rankings. But first — some history.

How PageRank sculpting died and why it should come back

Once upon a time, Google offered full transparency about their PageRank calculations for any page on the internet directly from their database. SEOs knew which pages had more PageRank and did everything they could to capitalize on it. 

PageRank toolbar

One of the ways SEOs used to do PageRank sculpting was by using nofollow tags to direct more link juice to specific pages. Google responded by making it so that all links on a page transfer the same amount of equity, regardless of nofollows. Also, Google decided to deprecate and later fully shutter their PageRank API endpoints. 

Although we no longer have a window into PageRank metrics, it is still being distributed across our sites, so thinking about where we are sending it is really important. I regularly see large websites with multiple landing pages that target too many competitive keywords. Ninety-five percent of their pages get no traffic, but their PageRank is being stretched across all of them. 

Some ecommerce sites have a product page for every SKU in their catalog, resulting in too much PageRank being sent to inventory that’s low-value, out-of-stock, or unlikely to rank on Google. Those ecommerce sites that dynamically create new pages from a template for every city or state often only rank for keywords with low search volume. Those kinds of pages usually don’t have enough unique content for Google to see them as valuable, so sending link equity there is a complete waste of precious PageRank.

New ecommerce sites with thousands of product SKUs right off-the-bat never work because they’ve spread their site authority across too many pages and don’t have enough PageRank for the pages that matter. When you look at successful large sites like Amazon (which has over 300 million landing pages), they put their most important product segments into the navigation menu, so they can direct their domain’s PageRank where they want it for SEO purposes. 

So how do you shift your page PageRank in a way that actually has an impact? You do it through internal links. Internal links spread around your link equity from one page of your site to another. Here are some of the internal linking strategies that I’ve used to shift PageRank and produce dramatic results for large websites.

#1: Reclaim lost PageRank by redirecting broken internal pages

A page that is 404-ing cannot rank in search results and doesn’t pass PageRank to other pages. One of the first ways you can get more out of your links is by redirecting those broken internal links to your highest-value landing pages. 

As we build our websites over time, site structure changes, and URL permalinks can change too. This is especially true for older websites with a lot of history, as well as larger websites with lots of web pages. The links that point to your site are static, so it’s very common for older backlinks to point to broken pages. It’s also common that old internal links in blog posts or other content regions of our site point to pages that no longer exist. Google’s crawlers see all of this, and it reflects the poorly on-site quality.

To reclaim that PageRank, you just need to create redirects from the 404ing page to the appropriate landing page. Here are a few strategies for finding your broken backlinks and 404ing pages:

  1. Google Search Console: Check your 404 logs to see a list of broken links and pages
  2. Audit your incoming backlinks: Use a backlink analysis tool to test the pages where the incoming links are going to make sure they are resolving. If you know how to code, you can build a simple Python script to do this for you.
  3. Analyze server logfiles: If you’re tech-savvy, check your apache or Nginx log files to find 404ing pages, especially those crawled by Googlebot.

It’s a good idea to do this regularly, especially for dynamic sites with a lot of content. I like to run my crawler across our sites every month to make sure all of the internal links are pointing to valid landing pages without any 301 redirects or 404ing broken pages. This is a signal to Google that there’s a webmaster looking after the site and the site is high-quality.

It’s important to think about whether the content of your redirected pages is topically relevant to the old page. Universally redirecting 404s back to your homepage is lazy and not a great idea. Once you identify the broken links pointing to your site, find landing pages that would make sense to redirect them to. 

Also, keep in mind that the PageRank algorithm has a “damping factor”. Each time PageRank transfers from page to page, it incurs a 15% loss, including across redirects. For internal links, there’s no reason to be losing 15% of your internal PageRank. For external links, a 301 redirect lets you capture 85% of the link equity, which is much better than getting 0% with a 404. 

#2: Concentrate the PageRank of your domain onto the pages that really matter

Google uses the internal linking structure of your website to calculate the amount of PageRank on each page. Most sites have the bulk of their PageRank on their home page, which then passes link juice through to the rest of the site. Pages that are closer to the homepage, like those linked to in a navigation menu and footer, or pages that are internally linked to frequently, will always have more PageRank. 

PageRank-animation-2

Image source: Linkgraph.io

To identify which pages on your site you should remove or push deeper, check Google Analytics to see which of your landing pages aren’t getting organic traffic. It helps to build a list of the pages you want to take PageRank away from, as well as the highest opportunity landing pages on your site that you want to push more PageRank towards. Here are a few strategies for how to concentrate PageRank where you want it to go.

  1. Use your header and footer: They serve as a kind of buoy for PageRank across your domain, so linking the most important pages on your site in them concentrates your PageRank onto those important pages.
  2. Remove the worst performing pages: To make your internal linking more effective, don’t have pages in the header and footer that don’t get traffic or rank well. Remove links to them from the home page, nest them deeper into your site, merge pages, or remove them altogether.
  3. Create category pages: Category pages are a great way to build silos of PageRank that you can concentrate on select pages. Prioritize the items on these pages, and link to pages that matter the most near the top of the page.
  4. Use a site:search on Google: The order in which your pages appear will help you understand which pages that search engines see as the most important by PageRank.
  5. Use Blog Content: Blog content allows you to link to your high-value landing pages in a way that is contextually relevant. This helps reinforce topical relevance, depth, and authority for your most important pages.

#3: A/B test your PageRank sculpting

For those who want to attempt some heavy PageRank shifting, it’s important to take an iterative approach to your internal link edits. It helps to use a version control system (like Git) or site snapshots that you can deploy and crawl in a staging environment. As I make my edits, I recrawl my site in the staging environment each time to see how much more PageRank I’m getting on the pages that matter.

Once I’m ready, I’ll deploy the new version live and then monitor my keyword rankings for the affected pages over the course of a week or two. If you’ve picked the right pages to prune and promote, you should see a nice lift in keyword rankings where it matters. If not, you can easily rollback. 

PageRank sculpting works best when used on a site with high-quality landing pages with good UI/UX and strong core web vitals. As with all SEO strategies, they work best when combined. If your primary pages are not high quality or have poor UI/UX, no amount of PageRank shifting is going to get them onto page one. 

Overall, larger websites run a greater risk of spreading link equity too thin simply due to their size. But for those that have quality pages, PageRank sculpting is an ideal strategy for helping Google recognize the pages that matter most.

What are your thoughts on PageRank sculpting? Have you ever tried your hand at it? Feel free to share your thoughts and queries in the comments section.

Manick Bhan is the founder and CTO of LinkGraph, an award-winning digital marketing and SEO agency that provides SEO, paid media, and content marketing services. He is also the founder and CEO of SearchAtlas, a software suite of free SEO tools. You can find Manick on Twitter @madmanick.

The post PageRank sculpting: How to get more from your links appeared first on Search Engine Watch.

Friday, October 23, 2020

How 5G will pave the way for mobile app innovation

30-second summary:

  • Consumers’ and app developers’ wish came true in part when the White House announced the DoD will “relinquish 100MHz of 3.5GHz spectrum for commercial use, a process that will augment U.S. 5G networks over the next two years.”
  • These developments will lay the groundwork for some pretty cool app experiences, as well as a burst of innovation for users, advertisers, and app developers alike.
  • Digital Turbine Media’s Executive Vice President shares the top six trends to expect as 5G covers the country.

Consumers and app developers alike have been eagerly awaiting the widespread availability of 5G. Their wish came true in part when the White House announced the DoD will “relinquish 100MHz of 3.5GHz spectrum for commercial use, a process that will augment U.S. 5G networks over the next two years.” In 2021, we can expect to see more mobile customers have access to 5G, which, in turn, means app developers can offer them cooler and faster apps, and enjoy a bit of success in the process.

Here are six trends you can expect to see as 5G covers the country.

1. Progressive content: Phone and app virtualization

Progressive content, phone and app virtualization, enabled by 5G, will ultimately allow people to use their phones as they always wished they could. Here’s the concept: Rather than load up an app onto a device all at once, progressive content loads bits and bytes as needed. The result is an experience that feels more like a desktop than a mobile phone (read: lightning fast!). Virtualization, meanwhile, stores apps and data in the cloud, not the device.  And as is the case with all things cloud, the result is a more seamless experience.

2. Stronger UA campaign results

Mobile app developers stand to gain a lot with 5G. The ads that deliver the most bang for their buck — playable ads, videos, gamification — will load super fast, so users are less likely to click away from them. More than that, 5G will shorten the time it takes to install an app, lessening the chance of users abandoning it altogether (install abandonment, which can reach 80%, is the bane of the industry).

3. Better monetization opportunities

Successful monetization in the app world is largely driven by time spent inside of an app. The more pages a person views, the more ads they can be shown. When apps are slow to load and use, people get bored and move on, taking with them the app developer’s ability to earn money. In short: Faster speeds means more time spent in-app, which translates directly to more revenue.

4. AR/ER/IoT

Once 5G makes mobile phones as fast as broadband, that’s when consumers will begin to see all of the augmented reality, enhanced reality, and IoT they’ve been promised for so long. As TechRadar wrote, “This synergy between AR and 5G will also expand the potential for remote control drone and robot operation through enhanced HUDs (Heads Up Displays) and improved haptic feedback. Indeed, this lofty concept of the so-called ‘Tactile Internet’ is expected to kickstart the fourth industrial revolution.”

5. Higher quality social media live

Social Media Live has saved a lot of lives and held a lot of people accountable over the past few years. But the video feeds, stuffed through a 3G or 4G network, are super grainy. 5G will significantly up their quality, and we can probably expect to see a lot more people using it.

6. More apps

The number of companies and developers creating apps is likely to explode once 5G increases capacity and eliminates the latency woes of 3G and 4G. We’ll see a ton of AR games and wearables come to market. We’ll also see innovations in things like telemedicine, and a host of teleconferencing apps if 2021 sees another round of pandemic-induced lockdowns.

Combined, these developments will lay the groundwork for some pretty cool app experiences, as well as a burst of innovation for users, advertisers, and app developers alike.

Matt Tubergen serves as the Executive Vice President of Digital Turbine Media.

The post How 5G will pave the way for mobile app innovation appeared first on Search Engine Watch.

Thursday, October 22, 2020

How to create a consistent omnichannel customer experience

30-second summary:

  • Customers today have high standards when it comes to their online shopping experiences, so you can’t afford to be lax with your operation.
  • Before you do anything else, you should create some in-depth brand guidelines to steer your company’s creative and conversational output.
  • Responding quickly is paramount because it shows that you’re committed to excellent service and are paying attention to what people are saying.
  • By closely tracking when people reach out to you and storing relevant information, you can provide a personalized — and impressive — support service.

Since the rise of ecommerce to a position of prominence, an omnichannel customer experience has steadily become a stronger point of focus for ambitious brands, and it’s easy to understand why. Prices alone aren’t enough to sway shoppers or service users when the profit margins are so narrow, and occasional eye-catching deals won’t earn the loyalty that returns the most value.

At the same time, the complexity involved in the process of designing good customer experiences has skyrocketed. Not only have expectations gone up immensely due to the standard-setting performance of the biggest brands in the world, but there’s also far more competition out there than ever before — and it’s so much harder to stand out.

Notably, it isn’t enough to provide great customer experiences through just one channel. However you reach our customers, you must always offer the same level of polish. This is where the omnichannel approach comes in, pushing you to focus on what you do (being highly actionable with your inbound marketing) instead of where you do it.

Here are some tips to create a consistent omnichannel customer experience:

1. Design and adhere to clear brand guidelines

A great omnichannel customer experience first and foremost would need you to have a set of brand guidelines in place to ensure that every area of your customer service is on the same page. This becomes more of an issue the more people you have working in your business. Knowing that the preferred company tone is one of genial informality, for instance, will prevent an errant support assistant from being overly critical.

And if you think that isn’t particularly important, consider how quickly negative comments can spread through social media. If someone has a great experience dealing with your support team through Facebook but sees some scathing remarks about you on Twitter, it will (at the very least) tilt them towards questioning you. Depending on the identity and influence of the complainant, it may even completely invert their opinion of you.

It’s a good idea to put a system in place to monitor feedback from all relevant avenues because otherwise, you’d need to manually trawl channels to see if anyone mentions you. There are plenty of tools on the market capable of doing this, so I suggest checking out HubSpot’s roundup to see which one might work best for you.

2. Invest in being extremely responsive

Customers can afford to be demanding at this point. Even if there weren’t so many businesses making similar products and services available that any given one (with rare exceptions) could be replaced with a substitute at any time, we’re inarguably living in a time of consumer power. Anyone who’s willing to publicly call out a company can cause it no end of trouble.

If you want to consistently keep customers happy across all possible platforms, you don’t just need to normalize your responsiveness: you need to normalize impressive responsiveness. When an issue comes to your attention, you must take action to address it extremely quickly. This will show that you’re actually invested in making things better.

This will partially come down to implementing smart automation, particularly through using chatbots, though be mindful of the need to adhere to the aforementioned brand guidelines. Don’t just slot in a generic design: provided you’ve chosen a decent platform, you should be able to customize your website’s live chat with your brand colors, your preferred design elements, and — most importantly — content that suits your tone. Extend this philosophy to your social chatbots (anything you deploy via Facebook Messenger, for instance).

In addition to that, you need support assistants that can promptly handle any complex issues that arise. Don’t worry too much about immediately meeting demand, though, because you can’t realistically have enough people to address issues in real-time during crunch periods. Instead, ensure that every issue gets acknowledged (most likely by a chatbot) and that you have a guaranteed response window that’s clearly indicated so everyone knows where they stand.

3. Use platform-independent issue and loyalty tracking

Imagine that one customer reaches out to you via Twitter because they need some help with choosing a product. You provide that assistance, then they go on their way. Later, you receive an email from that customer seeking further information, but the assistant responsible for helping ends up sending them the same information they were previously given.

This is an awkward scenario because it can easily make the customer feel insignificant and unmemorable. Is it your fault? Well, not exactly, but it depends on the exact circumstances. Did the person responsible for the email reply ask the customer if they’d made a prior query? Did the social media assistant note down their details? You shouldn’t expect your customers to track these things. Where it’s convenient, they’ll ignore previous queries if they possibly can.

What you need, then, is a combination of two elements: a platform-independent cloud-based CRM tool (CRM meaning customer relationship management: here’s a good example) and a standard procedure for ensuring that every notable customer interaction is appropriately logged.

Apptivo example - Creating a great ominchannel customer experience

Source: Apptivo

Whenever a support assistant speaks to an existing or prospective customer, they should note things like their social media handles and their email address. When subsequent interactions arise, then, you can impress that customer by already knowing what they’re looking for and what they might need support with.

Closing note

We’ve only looked at a few tips here, but they’re particularly important ones when you’re trying to consistently outperform your competition when it comes to omnichannel customer experience. Assuming your website itself is well optimized (running quickly, being responsive even on mobile connections, and scaling with demand), a renewed focus on brand identity and comprehensive live support could be just what you need.

The post How to create a consistent omnichannel customer experience appeared first on Search Engine Watch.

How to create a consistent omnichannel customer experience

30-second summary:

  • Customers today have high standards when it comes to their online shopping experiences, so you can’t afford to be lax with your operation.
  • Before you do anything else, you should create some in-depth brand guidelines to steer your company’s creative and conversational output.
  • Responding quickly is paramount because it shows that you’re committed to excellent service and are paying attention to what people are saying.
  • By closely tracking when people reach out to you and storing relevant information, you can provide a personalized — and impressive — support service.

Since the rise of ecommerce to a position of prominence, an omnichannel customer experience has steadily become a stronger point of focus for ambitious brands, and it’s easy to understand why. Prices alone aren’t enough to sway shoppers or service users when the profit margins are so narrow, and occasional eye-catching deals won’t earn the loyalty that returns the most value.

At the same time, the complexity involved in the process of designing good customer experiences has skyrocketed. Not only have expectations gone up immensely due to the standard-setting performance of the biggest brands in the world, but there’s also far more competition out there than ever before — and it’s so much harder to stand out.

Notably, it isn’t enough to provide great customer experiences through just one channel. However you reach our customers, you must always offer the same level of polish. This is where the omnichannel approach comes in, pushing you to focus on what you do (being highly actionable with your inbound marketing) instead of where you do it.

Here are some tips to create a consistent omnichannel customer experience:

1. Design and adhere to clear brand guidelines

A great omnichannel customer experience first and foremost would need you to have a set of brand guidelines in place to ensure that every area of your customer service is on the same page. This becomes more of an issue the more people you have working in your business. Knowing that the preferred company tone is one of genial informality, for instance, will prevent an errant support assistant from being overly critical.

And if you think that isn’t particularly important, consider how quickly negative comments can spread through social media. If someone has a great experience dealing with your support team through Facebook but sees some scathing remarks about you on Twitter, it will (at the very least) tilt them towards questioning you. Depending on the identity and influence of the complainant, it may even completely invert their opinion of you.

It’s a good idea to put a system in place to monitor feedback from all relevant avenues because otherwise, you’d need to manually trawl channels to see if anyone mentions you. There are plenty of tools on the market capable of doing this, so I suggest checking out HubSpot’s roundup to see which one might work best for you.

2. Invest in being extremely responsive

Customers can afford to be demanding at this point. Even if there weren’t so many businesses making similar products and services available that any given one (with rare exceptions) could be replaced with a substitute at any time, we’re inarguably living in a time of consumer power. Anyone who’s willing to publicly call out a company can cause it no end of trouble.

If you want to consistently keep customers happy across all possible platforms, you don’t just need to normalize your responsiveness: you need to normalize impressive responsiveness. When an issue comes to your attention, you must take action to address it extremely quickly. This will show that you’re actually invested in making things better.

This will partially come down to implementing smart automation, particularly through using chatbots, though be mindful of the need to adhere to the aforementioned brand guidelines. Don’t just slot in a generic design: provided you’ve chosen a decent platform, you should be able to customize your website’s live chat with your brand colors, your preferred design elements, and — most importantly — content that suits your tone. Extend this philosophy to your social chatbots (anything you deploy via Facebook Messenger, for instance).

In addition to that, you need support assistants that can promptly handle any complex issues that arise. Don’t worry too much about immediately meeting demand, though, because you can’t realistically have enough people to address issues in real-time during crunch periods. Instead, ensure that every issue gets acknowledged (most likely by a chatbot) and that you have a guaranteed response window that’s clearly indicated so everyone knows where they stand.

3. Use platform-independent issue and loyalty tracking

Imagine that one customer reaches out to you via Twitter because they need some help with choosing a product. You provide that assistance, then they go on their way. Later, you receive an email from that customer seeking further information, but the assistant responsible for helping ends up sending them the same information they were previously given.

This is an awkward scenario because it can easily make the customer feel insignificant and unmemorable. Is it your fault? Well, not exactly, but it depends on the exact circumstances. Did the person responsible for the email reply ask the customer if they’d made a prior query? Did the social media assistant note down their details? You shouldn’t expect your customers to track these things. Where it’s convenient, they’ll ignore previous queries if they possibly can.

What you need, then, is a combination of two elements: a platform-independent cloud-based CRM tool (CRM meaning customer relationship management: here’s a good example) and a standard procedure for ensuring that every notable customer interaction is appropriately logged.

Apptivo example - Creating a great ominchannel customer experience

Source: Apptivo

Whenever a support assistant speaks to an existing or prospective customer, they should note things like their social media handles and their email address. When subsequent interactions arise, then, you can impress that customer by already knowing what they’re looking for and what they might need support with.

Closing note

We’ve only looked at a few tips here, but they’re particularly important ones when you’re trying to consistently outperform your competition when it comes to omnichannel customer experience. Assuming your website itself is well optimized (running quickly, being responsive even on mobile connections, and scaling with demand), a renewed focus on brand identity and comprehensive live support could be just what you need.

The post How to create a consistent omnichannel customer experience appeared first on Search Engine Watch.

Tuesday, October 20, 2020

CEO’s take on emerging industry trends and strategies: Q&A with Moz’s Sarah Bird

30-second summary:

  • Hyperlocal SEO will help struggling communities salvage their local businesses.
  • Moz surveyed over 1,400 local business marketers and more than half said they plan to implement Google’s new features to support COVID-19 affected businesses.
  • Five under-rated yet crucial parameters marketers need to stay on top of.
  • Sarah Bird’s special tips to optimize audience engagement at various marketing touchpoints.
  • The best things you can do for landing pages is….?
  • Dive in for these golden nuggets and a lot more.

2020 has hit the reset button for the world in many ways adding more wheels to digital marketers’ and brands’ “car of struggles” for success. SEO is somewhat looked at as a game of Russian roulette where you win some and you lose some, and COVID-19 hasn’t made this any easier. To help you hit bull’s eye and add an extra push to your digital strategies, we caught up with Moz’s CEO, Sarah Bird to uncover emerging trends in the search scape, SEO, audience behaviors, and more!

Sarah Bird Q&A on emerging SEO and industry trends 2020
Sarah Bird, CEO of Moz

Q. What technologies, tools, and audience behaviors do you see shape up as 2020 progresses. If you were to draw a line between the temporary and ones that are here to stay, what would it be? 

Sarah Bird: Hyperlocal search has been important for years. 2020 has only increased its merit.

COVID-19 has made active local business listings management more vital than ever before. Communities struggling to keep themselves supplied and cared for in changed conditions must depend on the internet as a crucial resource, and when business listings can quickly communicate to them what’s available, where, when, and how, that’s truly important.

With Google rolling out new features that allow business owners to share updates about curbside pickup, home delivery, or special hours for vulnerable populations directly on their listings, customers can access convenient information with a simple search. We surveyed over 1,400 local business marketers and more than half said they plan to implement such services permanently. Aside from being absolutely necessary this year, businesses recognize that the investment in ecommerce should not simply be for the short-term, but should be able to accommodate their business and customers in the long-term.

Q. If you were to pick the hero of Moz’s local and international SEO strategy for the rest of 2020, what would it be? 

Sarah Bird: Reputation management will be crucial for local SEO strategy during 2020. We offer reputation management features through Moz Local that we urge users to leverage. 

Some of the most valuable features of Moz Local at this time are review alerts that allow you to quickly facilitate complaint resolution and response rating for quality control. During hectic times, customers are more emotional — this can either work for or against you. Should you receive a poor review during this time, it’s imperative that you respond quickly and empathetically.

Moz Local also offers a sentiment analysis feature that shows the most commonly used words for each of your star ratings. This can be useful in deciphering exactly what customers are finding important during this time.

Q. What five under-rated yet crucial parameters do marketers need to stay on top of to ensure that their brand has positively influenced their customers/target audiences?

  1. Keywords: Understanding your own keywords and those of your competitors ensures marketers have a plan in place to secure visibility on a brand’s offerings or content. 
  2. External links: These are an important source of ranking power in a SERP.
  3. Differentiation: Framing content correctly is key to reaching target audiences. Sometimes that means presenting contrarian ideas, as described by Caroline Forsey of HubSpot. 
  4. Omnichannel communication: Not all of your readers are going to read and engage via laptop or mobile, but be sure to consider how SEO is involved in your social media strategy.
  5. Outcome alignment: SEO goals don’t always have to focus on clicks. Ensure your marketing team is aligned on how content or a topic should be engaged, as it could mean that your ideal outcome is answering your customer’s question directly within the SERP. 

Q. What are the best ways to use entities that can leverage BERT, add more dimensions to keyword strategy, content, and the overall digital presence? 

Sarah Bird: I don’t encourage SEOs or marketers to optimize for BERT. There are too many variables to develop an effective strategy toward this model.

Instead, marketers should continue the focus on the overarching goal of creating excellent content that holistically understands and meets the intent of users. This is no small feat and requires an intense understanding of your business, your audience, and how the two intertwine. Creating world-class content that’s data-driven, timely, and empathetic to the audience will prove to be far more effective than focusing on this specific component of an algorithmic change from Google.

Q. Tips to optimize audience engagement at marketing touchpoints like emails, landing pages, and social media?

Sarah Bird: Each of these touchpoints are important for a business’s SEO strategy. These aren’t tactics that can be tacked on — they all have a powerful impact. 

Email marketing delivers some of the highest ROI, generating $38 for every $1 spent. When it comes to emails, call-to-actions must be clear. Consider which landing pages you’re sending people to and whether they’re appropriate to improve bounce rates.

Social shares of a brand’s content have a high correlation to ranking (as described by our own Cyrus Shepard.) As with everything in SEO, a focus should be put on the keywords used as well as the medium of the content being put out and whether or not it’s optimized.

High-converting landing pages may lead to high bounce rates, which could negatively impact SEO. Rand Fishkin actually addressed this exact issue in a Whiteboard Friday. The best things you can do for landing pages is – focus on high-conversion long-tail keywords and to provide keyword-based content.

Feel free to share your thoughts on our interview and the emerging trends, drop a comment!

The post CEO’s take on emerging industry trends and strategies: Q&A with Moz’s Sarah Bird appeared first on Search Engine Watch.