CharlesNeville.com

Nobody seeks out vague promises

As marketers we all love to promise the earth but you need to be able deliver on what you’re offering. If you need to use weasel words and internal jargon to qualify your promises, you’re doing it wrong.

When you see an advert for flatscreen TVs offering a ‘free Blu-Ray player with selected TVs’ – what’s your thought process? Is it ‘ooh, I’m gonna get a free Blu-Ray player’ or is it ‘I bet the one I want doesn’t come with a free Blu-Ray player’. How about a sale sign that offers ‘Up to 50% off’? I guess it depends on whether you’re a glass half-full or half-empty kind of person. Maybe you get a nice surprise or maybe you’re disappointed. The one thing that word ’selected’ doesn’t do is fill you with confidence because it immediately creates a doubt in your mind.

Customers don’t know what ’selected’ means in that context, they don’t know what a company’s ‘primary service areas’ are. All they know is that the company wants their offer to sound good whilst leaving some wiggle room. Customers don’t care about a company’s ability to squirm out of providing something. They want what they’re promised.

Under-promise, over-deliver
That’s what we should aim for. That’s what gets customers telling their friends about us. The opposite can make people talk about us for all the wrong reasons.

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Domain name housekeeping

An often forgotten aspect of search engine optimisation is centred around various aspects of your domain name. For example Google’s search algorithm takes into account over 200 different factors, categorised as on-page and off-page. On-page is the content of your pages themselves – the visible text and the code. Off-page factors include things like external links and a whole host of things you mostly have no control over.

There are however a number of simple ‘off-page’ domain-related factors that you can control and that search engines consider when ranking sites:

1. Age of domain
   You can’t fake this, but you can buy up older names, sometimes it’s worth making an offer, if the domain you want is up for sale. If it has been registered for a few years, that may help you rank higher, even if it’s not currently in search indexes. Just do your due diligence first – check it doesn’t have a chequered past.
2. Domain ownership details
   Many domain name registrars offer a premium service of domain name anonymity. Google and other search engines aren’t so keen on this. They figure you have something to hide. If you’re worried about privacy and don’t want to put your home address, you don’t have to – nobody’s going to be posting anything to that address (or at least nobody you want to hear from).
3. Domain expiry
   Most people don’t pay for things until they have to. So you wait till your domain name is up for renewal and renew then right? WRONG! A domain with less than a year remaining till expiry is considered as a potential drop-out. Most domain registrars offer multi-year discounts and you don’t have to wait till your name is due for renewal to secure it for 3, 4 or more years more. At around $10 a year for a .com it’s a false economy to hold off on renewing your name till you start getting email reminders.

Now go get your domain in order!

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Tighten up your PPC strategy

Many small businesses love Google’s self-serve Adwords programme. Just sign up, create an ad, choose some keywords or let Google choose them for you, get traffic, pay the invoice.

Not so fast!
That’s all nice and simple but there are a few things you could be doing to make sure you’re getting the maximum juice from the squeeze.

Google is your friend. Sort of.
Google wants you to get some traffic, Google even provide you with tools to measure that traffic optimally. They even push you to do the most you can with the traffic you’re paying for, but the last thing Google are going to do is voluntarily reduce the amount of revenue they make.

It’s all about the conversions
If you’re not paying attention to the conversions (whether that is orders or leads) that you get from your Adwords spend, you need to, right now. You can track things internally if you like – assuming your content management system’s lead forms or your e-commerce platform show you all the ways someone got to your site (for extra credit, not just last-click tracking too). If that’s not possible, Adwords provides conversion tracking for you. You set up a conversion, add a bit of javascript to the conversion page (final page of checkout or contact form sent page) and you’re done. Conversions will be tracked right down to the campaign, ad group, ad variation and keyword that brought you the sale or lead. Once you know what’s working, do more of that, and less of the keywords and ad variations that are bleeding you dry.

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Banding Together

Is your local retail business going well? Some of your (not ‘really competing’) neighbours doing worse?

I wrote a piece last year about why you might want to help out those who you might consider competitors. I’ve just seen first hand what can happen when a company’s neighbour goes out of business: a much more serious competitor can move in.

My local sandwich shop, a small independently owned business has been serving baguettes, salads and paninis for over 5 years. Later this month a sandwich-shop chain is opening up in place of a cafe, just three doors away. They should have them beaten on price, unless the new shop gets aggressive and goes after their loyal customer base of office workers from around the area. As it stands they’ll attract business just on the basis of curiosity.

Now is the time for the little guy to raise their game, whether they broaden the menu, encourage loyalty (the chain already has a loyalty discount card) and raise their service level: offer delivery, take pre-orders – all the things the chain isn’t willing to do.

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Service with a Snarl

Having just experienced a truly awful customer service experience (not traumatic or damaging and I won’t bore you with it) I was prompted to write this post. What was awful about it is that it exposed just how customer hostile this particular supermarket chain’s processes are.

The customer is always right

Even when they’re not. This has been done to death. You never win an argument with a customer. If you win the argument you’re likely to lose the customer. Of course there are times when you might actively seek to end a relationship with a customer, but there are subtle ways to do it and wantonly destructive customer service is not one of them.

Never ask a customer to do something you wouldn’t do yourself

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