Got What It Takes To Own A Web Site?

Should You Own A Web Biz? Here's How to Tell.

You read about the success stories and figure if those two teenagers can make a million on the web, so can you. Sorry, ain’t necessarily so – even if you’ve been in brick-and-mortar retail for a decade or two, the rules are different, the dynamics are different, marketing is different. It’s like comparing apples and applesauce. Sort of the same but not really.

So, here are a few questions to ask yourself before you decide to launch the next Amazon or YouTube. BTW, honesty counts. Don’t fool yourself as you answer, and no, this will not appear on your permanent record.

1. Are you ready to learn a new technology?
Actually a lot of new technologies. For instance, are you wiling to learn how to send out an auto-responder series and what that’s going to cost? Do you know what an auto-responder is??

The commercial web is a vicious, dog-eat-dog marketplace and if you’re going to compete, you’ll have to learn everything from keyword density to content management systems. Are you ready? If so, move on to question number two.

2. Do you have the time to run an online business?
A lot of new site owners picture a site with affiliate links and Google AdWords that magically draws traffic and returns pretty much a nice passive income each month. Ah, if only it worked like that.

But how are you going to get people to your site? They won’t find you on Google or Yahoo. You’ll be listed on page 121 of the search engine results pages so before you see some of that “passive” click-through cash, you have to get traffic to visit your site.

Think you can devote the time to run an online business? You can if you’re retired or a stay-at-home parent, but what if you put in long days at the office? Will you be eager to get to work on your real business – your online business? If your answer is yes, please move on to the next question.

3. Do you have the financial resources to grow an e-business to profitability?
The web is the last bastion for the do-it-yourself entrepreneur. However, there are expenses involved in launching and overseeing a cyberstore. There are web hosting costs, marketing costs (marketing should account for 60% of your initial capital outlay), the cost of inventory, shipping and so on.

You can get started on a shoestring and maintain a website for less than $7.00 a month – and that’s with a web host that offers a full bag of tools and a lot of other freebies (like free domain registration). But once you’ve launched, you have to market and, if you want traction quickly, you’re going to have to spend money to make money, just as you would in any start-up business.

4. Do you have access to support?
‘Cause you’re going to need it, unless you’re already a “behind-the-curtain” online commerce veteran. Sources for support?

Your kid probably knows more about computer security than you do. Your spouse may have a penchant for writing great sales copy. Your neighbor is a techno-whiz. There’s also tons (yes, tons) of information on the web – all free. Hey, reading this isn’t costing you a penny.

If you try to go it alone you may be overwhelmed by the learning curve. While you’re learning about keyword generators you’ll also be learning about content architecture, site navigation, product placement, affiliate programs and on and on.

The point is, you can learn all this stuff quickly – it’s not rocket science – but, at least in the start up phase, put together a list of sources that can support the effort. And don’t forget tech support.

You want access to U.S.-based tech support from your web host (when your server is down you’re out of business), the manufacturers of your business system, whether a single computer in the spare room or an ever-expanding network of work stations, and, of course, you want access to tech support or vendor support from the companies that produce the products you sell.

5. Do you like working with others?
You may be working alone at home but as an e-biz owner you are anything but alone. If you do it right you’ll be contacting wholesalers, drop shippers, customers, tech support personal and on and on.

An online business quickly becomes a part of your social network. You’ll make lots of e-friends and you’ll never be alone – even when you’re alone taking care of baby #2. Scared yet? No? Good for you. We’re almost to the finish line.

6. Do you have patience?
No matter how good you are, no matter how much of an SEO/SEM expert you are, success is almost always an evolutionary process with each new generation or iteration producing better and better results.

That means that you spend a lot of time on webmaster sites and designer blogs learning the minutia that’s now become such an important aspect of your site’s success. If you expect to turn a profit within the first week or two, it’s not going to happen. However, if
you can hang in there and overcome setbacks (all part of the game), your chances for success increase significantly.

7. Are you self-motivated?
When the alarm clock goes off and you’re faced with commuter traffic, you’re motivated – motivated to get to your desk at work on time. Working for someone else provides external motivation. You show up at work on time every day because you have to.

Not so when you run your own business. Sleep ‘til noon. Go see a movie or watch your stories on TV. If you aren’t motivated to get up, grab some coffee and log on in your PJs, you may have trouble getting down to business everyday.

The successful web entrepreneur can’t sleep. Her mind is racing and she’s at the computer at 3:00 AM – and loving it. You’re going to need that level of commitment, that drive and motivation to be one of the web success stories. No matter how many “How to Make a Million Bucks on the Web” books you read, you still need “the right stuff” to pull it off.

You have to be motivated to work long hours, to study new trends in web design (more interactivity, please) and to sit there over another cup of highly caffeinated coffee analyzing your site’s metrics.

And you know what? You’re going to love every second of it. Go for it and may success greet you on Digital Boulevard.

Need some help getting started? It doesn’t cost a ton of cash to start an on-line business. Drop me a line or give me a call. I’ll get you off on the right foot and follow through to site profitability. Let me teach you how to market your site yourself and save a lot of $$$>

Subscribers: Pay A Fee or Get It Free

Why pay when visitors can get it free?

A lot of new website owners add subscriber revenues to their calculations when figuring their break-even date and potential for profit. Not a good idea. Subscriber sites are fast disappearing from the webscape and for good reason. Why pay when you can get it for free?

As a site owner with expertise for which others would pay to read, it’s hard not to think about subscription revenue but the plain fact is, online subscriptions have never really taken off the way we all thought they would. The New York Times went the subscription route with its Times Select but it wasn’t generating enough revenue to justify itself, so the critical features of the NYTs are now available free online.

Even Rupert Murdoch, the much-maligned media mogul, who just bought control of the Wall Street Journal is planning to give away fresh content on the WSJ website. Every day. And that’s one mogul who knows how to make money through advertising!

What happened?
Does anyone remember 2002? Seems so long ago. 2002 is antediluvian in web years. That was a long time ago. But back then, the web had grown substantially with the advent of the search engine in 1994 (along with numerous, subsequent refinements to search engine technology), and media outlets, big and small, saw dollar signs – a whole new revenue stream.

However, in 2002, in the wake of the dot.bomb debacle, online ad revenues took a major nose dive that digital marketers are still trying to overcome. The online subscription revenue model never really took off and, today, even the big players are leaving the field.

The reasons are pretty obvious. First, the web provides so much content from so many varied sources, you don’t have to pay a subscription for the latest in gold futures. Some site is giving it away. Second, add to this the development of RSS technology – the ability of individual web users to gather news and other content of interest with 100% customization, and it becomes pretty obvious why subscriber sites aren’t doing so well.

There are other reasons people give for staying clear of subscriber sites. They’ve been scammed before by another e-book download with nothing to say. They don’t want to give you their credit card number. You use a high-pressure sales approach making untested claims, predictions and guarantees. They figure you’ll sell their contact information and they’ll be bombarded with spam. An online subscription is a tough sell, so what’s the small, self-published guru to do about that $49-a-year online newsletter that subscribers delete without opening after a week or two?

What to do?
Change your revenue model. Change your website. Change your bottom line for the better.

It starts by changing your view of site content. Owners of subscriber-based websites depend on readers’ “need to know” – whether it’s a professional financial advisory, a “top secret” stock report, or the latest news on what’s happening in China’s shoe industry – somebody needs that information. And, if this information proves useful, subscribers will stick with you.

Useful information is information that works to the benefit of the reader. It could be a self-help website with a monthly affirmation newsletter, or a pet owner site that sends you weekly tips to keep your kitty happy and healthy. If the content is actually useful a subscriber site might survive – until some other visionary comes along and starts giving away the information you’re selling.

Change your view of content. Don’t think of content as something to be sold. Give it away. Use it to entice readers to visit your site often. Daily, perhaps. Now, no doubt, there are a lot of entrepreneurs shaking their heads as they read this. These are people who have spent years learning their industry, a new system to win at poker or how to use hedge funds to fast-track your retirement years. They have knowledge.

However, others have that knowledge, too. And if web users can find that information free, they sure enough aren’t going to pay you for the same thing. So, instead of thinking of content as something to sell, think of it as bait to attract regular readers and improve links popularity.

So how do I make money with this new revenue model of which you speak?
Indeed, web-based ad revenues did decrease for a short time in ’02. But since then, there’s been a marked increase in revenue growth, closing in on $2 billion in ’07 and projected to exceed $11 billion in just five years. The web has become one of the most potent marketing tools available to advertisers.

You can pick up some of that ad revenue using the content you once sold to draw in the traffic and keep your PR high, with ad revenues to match. You can also develop affiliate partnerships with companies that want to reach your target market.

Here’s how the numbers break out. In the summer of ’06, survey respondents were asked if they would rather receive free content with advertising or paid content with no advertising. More than 70% of those surveyed opted for free with advertising. And that’s why you see ads for Coke before a music video download on AOL. AOL is giving away the content and making its money on that 15 second Coke ad. Even so, 78% of Millenials (ages 13 – 24) found web ads more intrusive. Clearly, they want the content free – free of cost and free of advertising.

e-Marketer analyst, Lisa Phillips, recently stated, “Advertisers pay up to three times more to reach print readers than online users. They’re not convinced online readers browse a news web site the way they believe print readers still browse through an entire section of a newspaper.”

Excellent point and one that clearly demonstrates why print media is so heavy on advertising and light on content. All you have to do is check today’s newspaper if you want proof.

Time for a change
If you have a successful, subscriber site – congratulations. You must have something very interesting or useful to say to your subscribers. However, if you’ve seen your subscriber list dwindle and re-ups shrink, it’s time to change your business model and use that subscriber content as the lure.

Use the online ad revenues as your reward.

Customer Relationship Software (CRM): Who, What, Where and When?

Each Client Or Customer Is Unique

As a webmaster, you know what’s involved in designing, constructing and administrating an online business – everything from paying the bills to syndicating content, a well-run e-biz is a multi-faceted operation. And you run the show.

However, if you try this, then re-do that, test such-and such and hire people who don’t “get it,” your online business won’t be the dream come true you’ve been planning. The key is to integrate all of your business activities into a single strategy called CRM – customer relationship management. CRM is at the heart of any growing business. The principles are simple, you don’t need an MBA and it doesn’t cost a lot of money (much of CRM doesn’t cost any money).

CRM is an important consideration for corporations, NFPs, NGOs and public sites, all of which seek to implement the basics to manage relationships with customers, clients and stakeholders (upper management, shareholders, etc.).

It’s all about the acquisition and analysis of customer data, vendor information and the in-house procedures you design to connect satisfied customer to eager vendor. Think of your website as the intermediary between buyer and seller – your customers and your wholesalers.

What Purpose Does CRM Serve?
Customer relationship management weaves together a variety of business functions to deliver the best product and retain the customer or client. Client retention is the ultimate purpose of CRM but, in the process of developing a CRM strategy, you’ll be required to consider all facets of your business including: professional development (for you and any staff you have, paid or otherwise), customer service (this specifically includes training customer service representatives, if you outsource this task), sales, marketing and promotion and, finally, compensation – who gets what.

If you’re the only participant, this won’t be a difficult decision to make. Any compensation comes back to you as either salary or operating capital to expand the business further.

The Building Blocks of a Solid CRM Strategy
In addition to your learning curve (assuming you’re a sole proprietor), which takes time and costs money in lowered productivity, you’ll need several tools to develop a workable and effective CRM strategy.

Your Database
Your business database contains all customer/client information along with inventory data, shipping dates and other order processing and marketing data. It is the focus of any CRM. In fact, without this information, there is no CRM.

This means, when designing your first website, you install a reliable, simple, automated database (MySQL, for example) to track all business activities. These activities fall into four distinct categories: (1) analytical CRM, (2) operational CRM, (3) interactive CRM (interactive with site visitors) and finally, (4) integrated client support and customer service throughout the business itself.

Analytical CRM
To undertake these CRM-based activities you’ll need some tools and some time. Analytic CRM requires software that can deliver useable stats. If the software delivers reams of indecipherable numbers, the data won’t be as useful to other members of the business team. The CFO may understand what that 250-page financial report shows, but the CEO may not.

Employ analytical software that delivers data in graphic formats – heat maps, pie charts and other visual representations. This equips your whole team (even if you’re the only player) to understand, assimilate and use site metrics with greater effectiveness.

Operational CRM
Where’s what?

The daily administration of your site is greatly simplified through the use of CRM tracking software. Using this software, you’re able to automate many routine functions such as auto-responder emails when orders are placed and news updates sent during an email blast to those customers and opt-ins stored in your database.

However, operational CRM also enables you to make the best use of the data you maintain in the system. If the bank account number of a key vendor in Korea is written on the back of a scrap of paper, you’ll spend more time looking for that information than if you were able to bring up all of that vendor’s information on a single screen via the CRM software loaded on your work station.

Tracking data – sales data, order data, site metrics, order status and other critical information – becomes much simpler when (1) it’s easily accessible in one place and (2) you’re able to automate routine functions, giving you more time to focus on more “human-oriented” tasks like developing your next marketing campaign.

Interactive CRM
A relatively new digital phenomenon but one web users have quickly adopted and now expect from sites selling goods or services.

Interactive CRM enables the visitor to customize a product search using a site search feature that delivers the desired content whether the visitor enters a product name, brand or even part number. Fast. The visitor is in and out – and hopefully you’ve made a sale and a new customer.

Forms are another use of CRM interactivity. More and more sites collect data on their visitors who don’t seem to mind providing it, especially if they’re tempted with a free eBook download.

This information provides opt-ins (pure gold) and marketing data to better define your demographic and its needs. And again, the automation of the data acquisition and generation of the download key code integrates operational and interactive CRM, creating a business synergy.

Interactive CRM also delivers the ability to the client to ask a question via email. The “Contact Us” page of a site is where you’ll usually find this feature. It’s another channel to keep your clientele happy and to collect opt-in email addresses for future messages and updates.

Integrated CRM
CRM should be the focus of all your site design, marketing, ordering and management of customer objections. Instead of dealing with sales as a separate aspect of your operation, it’s built into the master plan employing operational, interactive and analytic CRM data drawn from an up-to-date data base.

When a CRM program is designed, it should look like a flow chart with automated decision points, QC statements, data collation and other business activities functioning as a unified whole. This is the ultimate goal of developing your site’s plan for customer relationship management.

In a cosmically competitive marketplace like the web, every advantage you gain over a competitor makes your business stronger. If you can deliver an order a day faster than the competition, you win. The relationship with those happy buyers is strong and they will be back to buy again.

Using CRM software to chart the course your online business may take a day or two to figure out, if marketing and customer care aren’t a part of your professional background. But that learning curve will pay off many times over by providing data that drives solutions to online retail problems.

Looking for synergies between marketing and order taking? Trying to figure out your percentage of repeat buyers over the past 12 months? Trying to resolve a customer complaint? You want (no you need) CRM tools just to keep up.

Need some helpt tracking your clients? Drop me aline or give me a call. I’ll show you how to treat a customer right. Webwordslinger.

CSS: Keep Your Content and Design Distinct

Simplfy Site Changes With CSS

Web sites are constructed using a simple computer code called HTML which stands for hyper-text mark-up language. HTML forms the backbone of the world wide web, providing the underlying infrastructure of the millions of web sites that occupy the digital landscape. HTML is simple to learn and implement, which is one reason it’s the W3 standard. However, HTML has a couple of significant drawbacks.

First, it’s cumbersome. It requires a great deal of hand coding which is very expensive compared to automated coding.

Second, HTML lacks flexibility. Elements of design, images, charts and other common web site features have to be positioned using HTML code – on every page, even if the layout stays the same.

Finally, HTML isn’t very efficient. So, if you have a site on which content changes often, as in the “sale of the day,” you or some HTML coder has to go into the HTML code to make those changes in content every day.

To address these and other HTML limitations, Cascading Style Sheets (CSS) were devised to supplement the still-standard HTML code.

CSS is intended to increase flexibility of design, make sites more user-friendly by making them much faster and customizable and, finally, CSS eliminates repetitive and pricey hand-coding, making it much less expensive to get a professional-looking site up and running. Okay, not anybody can do it, but if you have some facility with site design and construction you can employ CSS to simplify the structure of the site.

Content and Design
Every page of a web site is comprised of two elements: content and design. Content is usually presented as text but content also includes pictures and other images that are a part of “telling your story.”

The other aspect of any web page is design – how the content is actually laid out on any given page. Design includes such basics as where to position product text near a product picture (under, over, to the side, surrounding) to the motif selected for everything from background color to buttons to navigation bar.

If you think of these as two distinct elements of a web page you’ll more clearly understand the value of CSS. Using CSS, design elements are kept in a separate file, apart from content. The benefits are immediate and significant.

Design It Once
Using stand-alone HTML requires that every page be constructed (coded) with both content and elements of design being hand placed by the code writer. No problem if your site is a few pages, but what if you’ve got hundreds or thousands of pages. Having to hand code each one of those pages would be costly in the extreme because it would take so long.

Using CSS, the designer codes all design elements one time. This is the background color, these are the colors of this header, this is the size of this button – all elements of design are placed in a single, CSS file.

Then, the coder can simply reference that CSS file to apply that design to whatever pages use it. Think of Amazon.com’s product pages – all basically the same layout. The content changes, of course, but the product pix are always in the same position, product description, reviews, etc. are always in the same place. Prior to the development of CSS, each of those pages required some hand coding in addition to a lot of cutting and pasting from blocks of HTML code.

Today, a designer can make any number of CSS and reference each site page to the appropriate style sheet. Design it once, then change the content as needed.

The Many, Mighty Benefits of CSS

First, let’s start with search engines. Spiders crawl pages of repetitious HTML code. It takes longer to spider a site and it’s more difficult for the spider to identify new content. With CSS, content and design are separate. So, a spider crawls the CSS file once then focuses on the site’s real purpose – the text that delivers the site’s message.

This elevates content to a new level since spiders are always looking for fresh content in assessing a site’s quality. Text is given more weight when design is relegated to a CSS file.

Second, download time is reduced anywhere from 20% to 80%. Why? Because instead of having to download dozens of pages of HTML design code, you now download a single CSS file with all design elements in one place. The text may be the same but downloads are much, much shorter, providing visitors with a better on-site experience.

CSS are more friendly to a variety of media – everything from cell phones and Blackberries to screen readers for the visually impaired who no longer have to sit through written descriptions of page graphics via an HTML tag.

CSS enables the visitor to design the site to his or her needs and/or preferences. Don’t like that type font? Click here for any easier one to read. In other words, by accessing different CSS, visitors can create screen settings that they like or need due to vision problems or just personal preferences.

Next, CSS cuts down on the costs of site design. Using CSS, programmers design it once and apply where desired. And remember, the designer can create as many CSS as required so there are no design limitations. In the same vein, updating a site is much less costly – very important to sites that sell a lot of different products with constantly changing inventory.

Finally, a site owner can easily create printer-friendly versions of all pages by creating a text only CSS. Very useful in sites that provide a great deal of hard content or print out invoices.

What Should I Do?
If you haven’t started the design of your site, go with CSS programming all the way. There are lots of on-line tutorials and many web hosts provide CSS software for easy style sheet creation.

If your site is already up and running, consider taking the time and/or incurring the expense of converting to CSS. Any one of the benefits listed above should be enough to motivate you but if not, how’s this: your competitors have already converted to CSS or soon will be. You’ll be the last black & white TV on the cyber block.

Faster downloads, user-customized pages, lower design and maintenance costs, easier reading by spiders, much less hand coding and flashier, more professional-looking sites. Those are the benefits of using cascading style sheets.

So, what are you waiting for? Go CSS and make your site more attractive, more visitor-friendly and much, much cooler much, much faster.

Need some help pumping up your site’s performance? Yeah, it’s a headache. Give me a call. I’m the cure. Webwordslinger.

Remote Site Syndication (RSS): Use It Or Lose It

 

Use RSS to Get Out The Word

Really Simple Syndication (or Remote Site Syndication, your choice) has been around for quite a few years, though web site owners are just beginning to recognize the potential RSS has to increase site traffic and to spread their site news from one end of the web to the other.

 

RSS feeds are simply the means of getting out the content to sites with visitors interested in what you have to say. And vice-versa: it’s a great way to deliver daily, fresh content to your visitors, increasing your site’s “stickiness” or ability to keep visitors returning regularly. Right now, all the big news outlets deploy RSS feeds to any site that wants to pick them up. Disney, CNN, Forbes, the BBC and other information outlets are distributing their content across the web via RSS feeds. Why? It’s easy, it spreads the costs of content development, and it works. It’s an effective marketing tool that can draw traffic from sites a far distance from your own.

Why Add RSS to Your Site?
Okay, first, it keeps your customer base up to date on sales, special promos and other news from your site. That’s how your site becomes sticky. You broadcast to your customers and, because they’ve had a good experience with you previously, they check out the new merchandise. It’s a great way to keep in touch with previous buyers – the best buyers any retailer could ask for.

In addition, RSS feeds are based on a streamlined XML. This enables your RSS broadcast to be picked up by just about anything digital – cell phones, PDAs, voicemail, e-mail accounts and so on. (No, not the microwave.)

Outgoing RSS
By syndicating (broadcasting) content from your site, you disperse your web presence to sites many times removed from your own. In fact, it may be picked up by site owners you would never have considered and read by a readership you hadn’t even thought about. An on-line store selling horse tack and other equestrian gear found one of its RSS feeds on a site for Therapeutic Horseback Riding – a whole new market for the source of that RSS feed.

Your RSS feed broadcast can be picked up by any site with visitors who might be interested in the latest news in your area of expertise or commerce.

Let’s just say that broadcasting information from your site, and allowing it to be picked up by any site owner, can only help generate more revenue because some readers of your contain, regardless of where they found your latest article, will visit your site to learn more about you, your opinions, services and products.

Incoming RSS
It’s not a one way street. Using an RSS aggregator, which collects feeds from other sites, is a great service you can deliver to increase site stickiness. Let’s say you publish a financial advice newsletter each day. You can collect (aggregate) RSS feeds from other investment sites, large and small, and deliver all of the financial news in one place for your now-daily visitors. So, the web user who once had to visit 10 sites can now get all the news of the day in one place – yours. It’s a time saver for visitors and it keeps them coming back for more.

What Do You Need to Start RSS?
There are three elements in the process, all available as OSS – open source software, as in free. It doesn’t cost you anything except some time.

The RSS Aggregator
This software is used to collect appropriate RSS feeds from other sites and it’s as easy as a mouse click to add a feed. Start by visiting competitor sites and look for the RSS logo (a small red box) or look for the site’s RSS hook up page.

When you find information that you believe your readers would enjoy, just click the “add” button and that feed is now hooked directly into your site. Simply move from site to site locating information that you think your visitors would enjoy.

A note of caution: when gathering RSS feeds for your site visitors, you’re, in fact, the editor. You decide which feeds to add and which to skip. Don’t add every feed just because you can. Be selective. Look for quality writing, solid research and topics that will really be of interest to your visitors. If you throw anything and everything at visitors, they’ll have a tougher time sorting out what’s useful and what isn’t, so collect the best and leave the rest.

The RSS Syndicator
Your web broadcasting antenna. The syndicator (also OSS) makes your feeds easily available for other site owners to grab and display on their sites. Keep your broadcasts short and use a lot of headlines to grab attention. Remember, your feed may be going to someone’s cell phone at a place where reading a 1000-word treatise on the importance of adjusting foot-pounds in running shoes won’t be possible. Broadcasts should be headline rich and employ lots of short paragraphs.

Keep the most important information in headers and in the first few paragraphs. If you haven’t captured their attention by then, you never will.

The RSS Reader
Another piece of OSS. This is the software site visitors need to sort through and read RSS broadcasts. Google offers a pretty spiffy RSS reader. All you have to do is download it and you’re ready to start enjoying the convenience that RSS delivers to visitors looking for a lot of information (good info) from many sources and on the same topic.

If you’re sending out feeds, offer an RSS reader free to your visitors to ensure they get the message.

Use it or lose it.

 

Looking to boost site performance? It ain’t rocket surgery. Drop by Webwordslinger’s place and give me a call. Let’s get some traffic moving on your site.

RSS: Keep Your Readers Fed

Keep your readers up to date with RSS

Feeds come in several formats – RSS (remote site syndication), XML, Atom and other links to news relevant to your viewership – the people who visit your site in search of the latest news.

 

 

Remote Site Syndication (RSS) Links

And there are plenty of great reasons to post and broadcast feeds:

 

• The software to collect feeds (aggregator), reader and broadcaster are free and free is always good.

• You’re the editor. You choose which feeds to gather, which feeds to display on your web site and which features you’ll broadcast, spreading the attraction of your site far across the web.

• Feeds can be delivered by way of a web portal site, via an RSS reader (free, and built into newer browsers so users don’t have to download a separate feed reader) and email. This means that your latest news feed can be accessed by anyone with a pulse.

• If your feeds are brilliantly constructed and professionally designed, you can create a subscriber list. Some feeds charge a small subscription fee. Others only want the visitor to opt in. Cool. You get the email address and the opt-in gets your daily thoughts on…on whatever.

• You can package your feeds to display on any digital communications device including cell phones, PDAs, laptops, desk tops – you can broadcast your words and podcast your podcasts any time, anywhere. That puts you in control.

Whether you’re a site owner or web surfer, RSS feeds enable you to gather information of interest one time for display on your site, or for your own education. These icons indicate a site, a section
of a site, a blog, podcast or other digitally-formatted data that can be
broadcast by you (just add the icon to the piece so other RSS
gatherers know its useable).

Who Benefits from Feeds?
Everyone, once you have the software set up and configured. Here’s how the site players all gain from your feeds.

You gain by eliminating the need for a publisher – an entity willing to put your words out there. The traditional publishing model, popular since Johan Guttenburg created moveable type, is dead. You don’t have to submit your article to 20 periodicals and suffer through those rejection notices.

You don’t have to truck your treatise on hyperspace travel from one publisher to another and you certainly don’t need an agent. (Talk about a dying profession!). You decide what gets published and what doesn’t. Writers will quickly start coming to you to see if you’ll carry their latest blog post and syndicate through your feed.

You gain again. Once you start broadcasting your own content, you start to build a following. Readers like what you write. Podders like what you say. Broadcasting your own RSS feeds makes you an instant authority – especially if what your writing is accurate and on topic.

Your visitors gain. They gain time, they become more productive and best of all, they come back everyday to see what’s new in your site’s newsroom. This kind of site stickiness is invaluable. Instead of searching 10 or 12 sites for the latest in stock analysis, a trader can simply log on to your financial news section and discover dozens of feeds from around the world.

Yes, this cuts down on web ambling, but when you need it fast, RSS delivers it like yesterday. Your visitors can amble about when there’s time. Speed and conveneince – that’s what RSS feeders want.

Advertisers gain. Advertising your message via feed simplifies distribution of the message and eleiminates many of the challenegs of traditional online marketing channels. Advertisers that use feeds don’t have to sneak past spam filters (everyone’s got one), they don’t have to worry about delayed distribution, especially critical when the item or sevice is time-sensitive.

Search engine page rank is no longer a concern. Used to be the higher the PR, the more the site owner could charge for advertising space on his or her website. With advertising delivered via feed, you get the same exposure to the same demographic – free.

So Who Uses RSS Feeds?
The better question is who doesn’t? Virtually every 24-hour news channel – CNN, MSNBC and Fox all broadcast by way of a feed. This allows viewers to get the latest news while riding home on the bus.

Other feed broadcasters include USATODAY.com, CNET.com, Yahoo and Google. Visit Google News for everything from the latest American Idol losers to the weather out where the folks live. And what’s great is you pick the news you want to read or hear in whatever order you choose.

How Do I Broadcast My Feeds?
First, it helps to have something to say or see. Otherwise, no one is going to pick you up except your mom – and chances are she won’t understand what you’ve done!

It doesn’t matter the format – HTML web site, audio and/or video content (pod and webcasts), a blog and even pictures of the newest member of the family. Whatever the format, you can create a feed and send it to the world or just the family.

There are lots of free blogging software available. Basic feedware is free. If you want to soup up the looks of your feeds, you can purchase feed software at reasonable prices – especially when compared to your ROI on the software.

Some of the more popular publishing tools include Blogger, TypePad and WordPress. These software packs publish your feed automatically. Simply type in your words of wisdom, click the “SEND” button and you’ve just gone global.

Another way to get your ideas out there for the world to share is through non-blogging social sites like Flickr and FaceBook. These social sharing sites are adding RSS technology to enable their members to broadcast anything – from their latest tune, rant, screed, picture or lesson. There are also tools to convert older, traditional content to make it feed-worthy. That’s good if you have a substantial site archive loaded with good information that just happens to be in a .wps format.

Does This Mean the End of Search Engines?
The fact is, feeds won’t eliminate the need for search engines but it will change the purpose of Google, Yahoo and Inktomi. Right now, in the early stages of RSS aggregation and broadcast, most web users still rely on search engines to find what they’re looking for. But that’s going to change thanks to RSS feeds.

Here’s why. RSS is totally interdependent of search engine rankings. Many RSS users are setting aside their browsers to use feed readers to deliver all the news of interest to that site visitor. So, instead of the web surfer searching high and low for the latest in hobby news, in 30 minutes that same, one-time Google-user can collect RSS feeds on topics of interest and skip using a browser altogether.

This may explain why Google is doing double-time to, not only be the web’s address book, but a major content provider, as well. It could also explain the $1.8 billion price tag for YouTube. Google is a cash machine but now it needs content to keep up with RSS technology.

So, if you don’t bring the news to your site visitors, they may or may not be back. And, if you don’t broadcast your own feeds, you’re missing the best marketing opportunity since AdWords.

Go RSS. Become your own publisher, make your site convenient for repeat visitors and stop worrying about your site’s PR. With RSS, page rank has no value any longer. Simply broadcast your advert and your done.

So, no matter how you use this interactive technology – as a reader or broadcaster, RSS is changing the face of the web. And, if your site isn’t in the RSS race, that site will out of business before you reach the finish line.

The Sales Arc: On Top of Sales

'Slinger on The Sales Arc

A sale – whether the sales of goods or services – follows an arc. An introduction, a gradual move toward the purchase (the top of the arc) and finally any backsell or after care required or desired.

 A sale on-line shouldn’t be viewed as a one-time opportunity. Are you kidding me?

 This client bought services from you – copywriting, site design, SEM – a client is a known quantity to you and you to them. You have a relationship. And that’s how you build a client base.

 Here’s a closer look at the sales arc from the POV of web-based service providers – from SEO copywriters to search engine marketeers – the good ones.

 Follow the arc and build a client base that’ll let you sleep soundly each night.

                                                                                                              Webwordslinger

Many website owners find themselves interacting with customers in a number of ways. The website, of course, is interactive to one degree or another (more interactivity is better if you haven’t been paying attention to the new Web 2.0 list of must-haves).

But you interact with customers before, during and after the sale and each of those contact points is an opportunity to sell your products, explain the quality of your service and encourage upsells – sales in which the buyer opts for a second item or a more expensive item than originally planned.

Before The Sale
Your site should designed to appeal to your ideal buyer – young mothers, corporate HR execs, kids, jocks – whatever your ideal buyer’s attributes, everything about your site should be focused on engaging those interests to generate a sale.

So, before the sale, be sure to point new visitors to daily weekly items on special and make sure they understand your iron-clad, 100% no-headache guarantee. “You don’t like it, send it back and we even pay the shipping. You risk nothing.” This kind of trust building should be evident in your site text – especially on the first page of the checkout sequence.

Restate your guarantee and provide assurance to site visitors that yours is a 100% hacker-safe site so “order with confidence.”

Provide complete product descriptions and product pictures. This is going to save you so much time and money on returns, client care and other time-consuming but essential administrative chores.

During the Sale
You must have an easy to use shopping cart system – one the user can access with a click to change quantities, add or delete items.

On some sites, the cart abandonment rate runs as high as 50% and you have to ask yourself why? Why did a visitor take the time to shop your site and even put something in the cart before clicking off to some other site? If the buyer doesn’t feel reassured and secure, s/he may simply leave so once the buyer has entered the check-out sequence, use text and icons to direct buyers through the process.

Provide the ability to back out to a previous page so buyers can make changes or just double, triple check without having to start the entire checkout sequence from start. That’s going to lose more than a few sales.

Provide steps that allow the visitor to consider and reconsider the order before finally clicking on the submit button. The visitor should be able to just click off, or back through the sequence to make changes. Make it easy to quit your site even if they’re on the final page of the checkout sequence.

Introduce additional products discreetly at the top and bottom of the first checkout page. These kinds of presentations generate impulse sales. Select products of interest to the buyer based on previous buying history. Personalize the experience of shopping on your site and your repeat buyer ratios will increase dramatically and quickly. Online buyers have shown dedication to specific sites for specific goods – until there’s the slightest problem. It doesn’t take much to throw out 10 years of good will on a shipping glitch.

Finally, keep the number of pages in the checkout to a minimum. Offer your regulars the one-click checkout option. Avoid confusing pages in the sequence. Instead, let the buyer take charge.

Change shipping method. Click here. Add gift wrapping. Click here. Send to another address. Click here. Guide the new buyer through the checkout process the first time and when they come back, the whole sequence will run smoother.

After the Sale
This is where automation should kick in and save you a lot of time on administrative chores.

Immediately send a printable invoice. Be sure to thank the buyer for the sale and suggest a ship and receipt date. Be sure to include all of the order information – address, quantities, etc. Provide the buyer with a 10-minute time window to reopen the order to make a change, fix a mistake or change shipping information.

Also use this text message to highlight other products of interest to this particular buyer, again based on a previous buying history stored in your database. It’s another point of contact and another opportunity to turn a warm buyer into a hot prospect.

Notify buyers when their orders have shipped and, again, spell out the specials of the day and be sure to provide a link back to the recipient’s account or to your site’s home page. Another contact point, another opportunity to introduce specials or products of special interest to that buyer.

Once you’re certain that the order has arrived safely (no telephone calls from angry buyers) follow up with a thank you note for “shopping with us” or “becoming a part of the Huffnagle family.” It shows the importance of customer care and, of course, provides another opportunity to introduce new products, services or the new sales rep in the buyer’s region.

Finally, after the sale, there are auto-responders. Most people expect to hear from companies from which they’ve made purchases but getting bombarded daily with your specials or your inspirational tip of the day, you’re going to get clicked over to the recycling bin faster than you can shout “But wait!”

The judicious use of auto-responders can keep previous buyers coming back if their senses and sensibilities aren’t assaulted with an automated weekly email blast trying to make another sale.

A few times a year to introduce new products and provide a business update is enough. The conversion rate on email direct marketing aren’t impressive, usually running between 2-3% so you have to send out a lot of ARs to make it worth your time. But, the fact is, happy customers may not buy for several years but if you keep in touch with helpful information (tips, recipes, advice, etc.), some of those long-absent buyers will come back – if you just give them enough time.

So, yes, keeping sending ARs to all the customers in your database but (1) don’t overdo it and (2) use these ARs as another opportunity to sell.

Each time you touch the client is an opportunity to sell your products, business, services of message. Don’t waste a single opportunity.

Managing Customer Objections

 

Keepin' The Customer Satisfied: Success At Work

If you’ve built a career in sales you know all about customer objections. Objections are the reasons prospective customers give for NOT buying a product or service. It’s too expensive. It’s too complicated. I don’t really need it. These are common customer objections whether we’re talking about buying a new car or whatever it is you sell on your web site.

 

 Even if you sell the best products or provide A-1 services, and even if you have the lowest prices on the entire web, you’ll encounter objections. Problem is, you won’t encounter them face to face in the world of e-commerce, which means you won’t have the opportunity to address objections face to face. Therefore, controlling objections must take place in the content of your website.

Additionally, in the real world, managing objections is reactive. The customer objects. The salesperson reacts with a counter to the objection. In the impersonal marketplace of the W3, managing customer objections must be proactive. Assume you will encounter objections and address them before the visitor clicks off to another site.

What Objections Will You Get?

Depending on what you’re selling, objections will differ. For example, most customers won’t be concerned with a long-term warranty on a $15 calculator. If it dies, buy a new one. On the other hand, if you’re selling $2,000 laptops, your customers are going to be looking at your warranties, guaranties, return policies – anything and everything that protects them from being ripped off.

And as a good citizen of the web community, you should have no problem posting warranties and return policies where they can be easily found and easily read! (Wouldn’t you like to get your hands on the guy who invented fine print?)

So what objections are you likely to encounter?

It costs too much money.

I saw it for a lower price.

I don’t have the money right now.

My old one is good enough.

It looks confusing.

I don’t understand how it works.

I don’t understand the guaranty.

I don’t (really) need it.

My (insert relation’s name here) would kill me.

Maybe another time.

There are plenty more. I’ve already got one; I want something with more features or fewer features (usually not the same consumer, btw); I don’t like the color, shape, size, design, feng shui or some other aspect of the product. The list is as varied as the customers who visit your web site.

And you better know what objections visitors will raise and proactively address them in your site’s content.

How To Address A Customer Objection?

Once you’ve determined which objections you’ll most likely encounter from site visitors you develop a strategy to address the objection before it even becomes an objection.

 Example #1: It’s too complicated.

 Okay, take a look at this 3-minute Flash demo that’ll show you how to assemble the (whatever it is you sell). You’re not addressing the objection with a long body of text explaining how to assemble your gizmo. You’re providing a clip that actually shows each step of assembly with text burns identifying key steps and just where Tab A is.

 Example #2: It’s too expensive.

How will the product improve productivity or quality of life? Let’s say you’re selling hot tubs. You point out the benefits to the consumer. Forget product features. The “too-expensive” buyer must see personal benefit(s) in order for you to manage the objection.

 “You come home from a stressful day, hop into the heated, soothing water, turn on the relaxing massage jets and feel the cares of the day melt away.” The buyer who believes “it’s” too expensive doesn’t care about the 15hp motor, the 18 water jets and the automated chlor-tab release. S/he needs to see personal benefit. Once that’s established, move on to features in you sales copy.

 Example #3: I saw it for less at www.thecheapestsiteintheworld.com.

If you can’t beat the competition on price – and many times you won’t be able to compete with big box store prices – time to highlight the quality of your service, your easy return policy and the fact that there’s no re-stocking fee. (Wouldn’t you like to get your hands on the guy who invented the restocking fee?)

 Some sites offer a “Beat any legitimate price” guarantee. You can, too. Even if your price is a bit higher, most visitors won’t take the time to find the lowest of the low and if they do, you’ve lost a few bucks but have a happy customer – one who’ll be back to buy the accessories.

 Example #4: I don’t want to buy a (fill in the blank) on the web.

Would you buy a $4,000 diamond engagement ring online? From a site you never heard of? Not many people would. Too many risks. For all the buyer knows, you’re selling “diamacroids” as real diamonds. And if you’re half way around the world, the buyer has no recourse.

 Establish trust be establishing verifiable credentials. Member of the online BBB, certified by the Diamond Sellers Association of the World, graduate of the School of Gemology, 140 years in business, etc. You’d buy a diamond online from Tiffany’s because the trust factor is built in. Not so for www.billscutratediamondbazaar.com – no matter how low Bill’s prices.

 You get the idea. To successfully convert a visitor into a buyer requires that all objections be addressed in site content using a variety of media to get the job done. A Flash demo,  an audio clip and picture of you, a picture of your factory, a virtual 360° tour, a step-by-step, idiot-proof assembly guide, 24-hour tech support – whatever works best to counter the objection.

 All kinds of people will stop by your web site and each will come with his or her own expectations and objections. Meet those expectations and counter those objections right from the start. It’ll do wonders for your conversion ratio.

 It’ll also keep your repeat buyer list growing. Why? No objections. 

Site Stickiness: Keep ‘em Comin’ Back

 

The world wide web is a jungle – especially for the start-up struggling toward profitability. With all of that heavy hitting competition, webmasters (you) have to spend increasing amounts of time marketing their sites and less time developing site improvements and adding new content.

 

Return Visitors Buy Eventually. Get Sticky.

 

 

The key to long-term success is to create site stickiness – a reason for visitors to return to your on-line shop over and over. Sticky content, by definition, provides benefit to the reader. It might be information, humor, the latest (very latest) news within a market sector, tips and suggestions – any information that keeps visitors returning and even book marking your site.

 

Sticky content could be as simple as the horoscope of the day, a Sudoku puzzle or even just a crossword puzzle. The objective? Less time on content development and more time on marketing while, simultaneously increasing site traffic. Think it can’t be done? Well here’s how to do it on bottle return money.

 

Post Your Publishing Schedule

If your readership liked article #1, chances are they’ll stop back to read article #2 – especially if you provide the reader with a publication schedule. If visitors know that every Thursday you’re going to post your latest stock prognostications, then all of those self-directed investors just might stop by every Thursday and read this week’s stock picks over their morning lattes.

 

Don’t push yourself to the limits, promising green content every day. You’ll get tired of cranking out the words and, after a few weeks, the content won’t be as fresh as you and your one-time readers thought it was.

 

Syndicated Content

Want free, relevant content? Visit sites like goarticles.com and similar sites. Here you’ll find well written (and not so well written) articles on everything from keeping pet turtles to how to make money in currency exchange.

 

It’s content that might appear on a dozen sites at the same time, so it won’t do much as far as search engines and page rank (too much duplicate content), but it’ll be green to your visitors and that’s what keeps them coming back daily or weekly.

 

A Newsletter

Hey what’s happening in the heavy equipment industry? Well, if you’re an authority you can probably put together a one or two page newsletter once a week on the topic of your site. These newsletters would then be sent to visitors who have signed up for the information (they’re called opt ins because they opted to receive your newsletter). In your newsletter, you can cover your industry, hobby, avocation or whatever your site’s subject is.

 

The Site Blog

A few years ago, the blog was almost unheard of. Today, even small sites can have blogs. The better web hosts provide the blog software gratis, so all you have to do is upload posts. The programming is super-easy.

 

You can control blog content and allow visitors to leave comments. Controversy sells so if you can work in the latest controversy within your sphere, all the better.

 

The Forum

It looks like a blog but it’s open for posts from anyone – including the nut jobs who populate the W3 landscape. In forums, people can deliver their screeds, rant and rave about this or that and, ultimately, create dialogue between site visitors. Your site becomes a source of opinions, ideas, warnings and other useful information to keep your site sticky like super-glue.

 

Site Convenience

RSS feeds (really simple syndication) allows you to pick up content relevant to your visitors from many different sites and deliver all of it in one place for sheer convenience. So, the visitor who once had to stop by five or six sites for the latest goings-on in Washington, D.C. can now stop by your site for content from all of those sites and more, saving visitors time. Plus, the content is updated regularly.

 

To gather RSS feeds you need an aggregator (collector). It’s free. Then, all you do is visit sites offering RSS feeds, click on the ones you think readers will enjoy and present them on your site. And once a feed is in place, you’ll receive regular updates that will keep visitors coming back.

 

Fun and Games 

You can find almost any kind of fun and games free for delivery to your site daily. For example, funtrivia.com will set up a 10-question trivia game on your site every day. It will also provide daily scores, weekly and monthly winners. And it’s free. Once you get a few competitors going head to head, they’ll be back for more.

 

One of our favorite sites is www.freesticky.com which offers dozens of features to keep them coming back. A partial list, in no particular order: cartoons and jokes of the day, competitions, games (change them every day), horoscopes and astrology for star gazers, lottery results, maps, tickers, On This Day In History, The Daily Phrazzle®, free articles, viral marketing content, guides and directories and more. Much more. All free and all very sticky.

 

All you have to do is Google “free site content” and you’ll find hundreds of sites offering games, industry analysis, the latest from the Hong Kong stock market – whatever your readers will find interesting.

 

The Point of Getting Sticky

First, it increases site traffic – something search engines like to see. Second, you’ll get a lot of repeat traffic – something else search engines like. Your site will receive more page views per visitor, which means they stick around longer.

 

However, the most important reason to add a little glue to your site is because repeat visitors eventually buy something. Oh, they may not buy on their first, second or third stop, but if they keep coming back each day, eventually they buy. There’s an old Madison Avenue adage that says ‘A buyer most hear or see a product six times before it even registers’ and that was back in the day when TV was the main form of access to information.

 

Get sticky. Save time in content creation. Devote more time to marketing your site. In time, if your site becomes really sticky, you may be lucky enough to start a site community – friends who use your forum or message board to talk to friends.

 

If you’re working on a shoestring content budget, there are still plenty of options to create and deliver sticky content to your regulars. And in short order, those regulars will become buyers.

 

You’ll also see a little boost in your search engine rankings as an extra kicker. So start adding some glue to your site and watch that site traffic grow like never before.

 

That’s what site stickiness is all about.

Client Retention: Fix It If It’s Broke

It happens. Even to the best. 

The job is completed; all deliverables have been delivered (and perhaps a few thrown in to build goodwill), and the client is still not happy.

The small business owner relies on repeat business for long-term success and a disgruntled client is NOT going to build your client base. In fact, a dissatisfied client won’t recommend your services (the best sell in the world – a personal recommendation) but that unhappy client is going to bad mouth your company at every conference, seminar, luncheon and high-level business meeting.

You know that’s gonna hurt. So, can this relationship be saved? Indeed, it can. And as the company owner whose a$$ is on the line, you better get started ASAP.

1. Before the project, ensure that all parties (including sub-contractors) are on the same page. Client and professional team both know what to expect at the end of the business agreement.

Look, if one party or the other is searching through the files for the contract, you’ve already got problems. Somebody isn’t happy. At least a statement of work (SOW) produces realistic expectations.

2. Be proactive. If you discover the typos before the client, contact the site owner immediately. “We caught it. We’ll fix it. No worries.”

3. When the mistake is discovered, take over. If you’ve been using a client rep to manage things, getting the boss on the phone goes a long way to improving a bad situation.

4. Isolate the clients dissatisfaction. What, exactly, has his knickers in a twist? Get the client to provide examples that aren’t “right.” Then, find out why they aren’t right.

5. Ask the client how she would like you to resolve the problem. The objective here is to engage the client in the solution. Rather than just saying we’ll fix it, make sure the client has a stake in whatever changes are required.

6. Determine how much you can “eat.” If you’ve got a couple of hundred very expensive man hours tied up in a site design, development, launch and SEO, you can’t walk away with nothing. In this case, figure your bottom line, break even and court the client to return with his next project. You’ve just created a great salesperson, as well.

I’ve given content away. It didn’t take thousands of man hours, it wasn’t what the client was looking for (too conversational, too academic, not academic enough, etc.) so, instead of having someone giving me the digital stink-eye, “Take it. if you can use it, it’s yours. If not, toss it.” It hurts, but more often than not, those individuals come back with another project.

It’s happened more than once. And that’s not counting unsolicited referrals.

So, fix it if it’s broke. It’s far-horizon thinking and a proven pathway to business growth.