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.

Accessibility: It’s What A Web Site Is All About

KEEP IT SIMPLE TO GET THE MDA

Accessibility, when discussing web sites, includes a number of factors: easy navigation, understandable site text, no dead ends requiring a browser back click to escape (lots of users don’t even know browsers HAVE a back click).

Let’s start with the bottom line- yours: the easier it is for a site visitor to perform the most desired action (MDA), the more times that MDA will be performed.

Let’s Start With Navigation
Whether you go with a navigation bar at the top of the screen or a menu list in the first column far left, your navigation must be:

• simple
• unambiguous
• truthful
• always available
• always in the same location

Avoid numerous tabs, drop-down or flyout menus. Keep it simple. If visitors are faced with too many choices too soon on arriving at the site, chances are they’ll bounce.

Keep the navigation unambiguous. It’s routine to have a “Contact Us” page on a web site. If you label the contact link “Company Authority,” visitors are going to be totally confused. And again, bounce.

Truthful is just what it says. If the link says “Product Descriptions,” don’t make the visitor read through another landing page of sell copy. Deliver what the link says and go directly to the products.

Always available is an aspect of keeping visitors on site longer, and the longer they stick around, the more likely they are to perform the MDA. So, the navigation bar or menu should be available from every page so the visitor can surf at will, unencumbered by what YOU think the visitor wants to know.

Finally, keep the nav tabs in the same place. Don’t move them from bar to menu and back to bar. The last thing you want is a visitor trying to figure out how to return to the contact page to make contact.

Keep it simple. The fewer clicks required to get the visitor to perform the MDA, the better. So, go through the process and eliminate every unnecessary side road, dead end and yet another landing page.

Accessible Content
If your client site is for a professional medical dispenser, you can assume that the visitors have some knowledge of the subject, i.e. you don’t have to start from square one. But you still have to stay on target pointing out the benefits of buying the client’s medical products.

On the other hand, if you’re writing text for a hearing aid retail outlet, accessible text is understandable by the reader. So first, toss the thesaurus. Find the simplest, shortest way to say what needs to be said about products and services.

Be helpful and supportive to the new visitor. Make things simple to find, simple to learn and simple to bookmark. Returning visitors are gold. Eventually they buy something so earning a bookmark is a very good thing.

Skip the hype. Educate the visitor using simple terms, no jargon and listing benefits rather than features. This is the stuff site visitors want to know.

Finally, lay out the text so it can be scanned rather than read. No big, long paragraphs. Visitors scan from upper left to lower right so put your most important info upper left on the screen.

The easier it is to buy something, opt-in for a newsletter, or to complete a form, the more often those MDAs are performed. So make it as simple as possible (why do you think Amazon offers a one-click checkout? How easy can it be?).

Accessibility benefits both site owner and site visitor – a win-win. Also a no brainer.

Need to make your site more accessible? Dropme a line and give me a call. Let’s have a look at what ya got. Webwordslinger

Whoever Said, “There’s No Such Thing As Bad Press” Was An Idiot!: Reputation Management

 

YOU'RE AN IDIOT!!!

Whoever said, “There’s no such thing as bad publicity” was certainly not talking about the world wide web. Today, more than ever, disgruntled consumers can trash your product and/or your site using blogs, forums and on-site reviews! That’s right, take a look at Amazon’s product pages. You buy something, don’t like it, you can write a review that will appear on that product page. Now that’s useful information.

 

Of course, you can also write a rave of some product but either way, Amazon leads in customer reviews – a good thing when the reviews are good, the death knell when they’re bad.

What many site owners don’t realize is that bad press can hurt you with lower search engine rankings so it’s not something you want to ignore.

What happens if a dissatisfied customer is talking trash about your site all over the w3? Or worse, what can you do about a competitor who posts slams and slander on blogs about your horrible customer service and overblown prices. Well, it isn’t easy (a good reason to always keep the customer satisfied) but there are things you can do to make a bad situation better.

Ask Nice
Let’s say someone’s posted a slam of your site on another site’s blog. One thing you can do is contact the site owner, explain your side of things and ask that the blog entry be removed. The site owner may take pity and do you favor. On the other hand, if that site owner is your #1 competitor, chances are he’ll rub his hands with glee at your misfortune. But it’s worth a shot.

Tell It Like It Is
Make positive posts about your site to counteract bad press. There are plenty of sites today that let you tell the world about who you are, what you do and why you’re the best choice. Checkout aboutus.org and post the positive. There are other sites that give you a chance to show your best side.

Social Book Marking
Not only is this a great way to spread the word to counteract bad press, it’s a great way to increase site traffic for zero dollars. Sites like del.icio.us enable you to create an account after which you can post pretty much anything you want – a great way to counteract bad press from other sources. Social book marking is a significant aspect of the new Web 2.0 drive to build a more interconnected online community and every webmaster should take advantage of social book marking sites, like craigslist, to tell the world just how great his or her site is.

Build Your Own Blog
Blogs help sites rank better in the SERPs. It’s fresh content and it’s easy to add a blog to your site. First, see if your web host offers blogging software as part of the toolbox some hosts provide to their clients. The better ones do. If not, visit squidoo.com. Here, you can create your own site blog. Make entries, acquire free content from sites like goarticles.com, upload product pixs and make a name for yourself – a good name!

Your online reputation can be crushed by a few negative comments posted on blogs and forums. The w3 is partially driven by the gossip factor so counteract the bad gossip with positive, helpful entries on your site blog. It’ll make a difference.

Become an expert
Yahoo and Google both have features that allow people to post questions which “experts” then answer. Experts are volunteers willing to share their knowledge and experience with the world.

Do you have a specialty? One related to your web site? If so, sign on as an expert in that area and establish your creds.

Write, right?
If you can write a few articles about aspects of your business, industry, services or products, you can syndicate those articles, each of which will have an arrow pointing right back to your site. This is a great way to build links. Even more, if you write enough of these articles, you come to establish yourself as an expert in your field.

So, how do you go about syndicating? There are websites that provide free, downloadable content to websites with the stipulation that the link back to your site must appear along with the article. Get a few dozen articles out there and you’ll soon discover that you have a lot more inbound links than you had previously.

Add your site to directories
Google has a directory (based primarily on the Open Directory Project at dmoz.org). Yahoo maintains a site directory. Even Microsoft maintains a small business directory. Once you’ve launched your site and it’s been indexed, you’re eligible to seek inclusion in one or more of these directories. It’s a good move to boost web site credibility.

Track your reputation
This is so cool. Google offers a free Alerts service that notifies you every time your site’s name comes up – anywhere on the world wide web. Blogs, forums, press releases – Google covers the entire digital landscape and reports back to you each time your site is mentioned. The free service covers the top 50, most relevant results. If you want to go deeper, you can subscribe to Google’s Alert services which will deliver the top 200 most relevant mentions of your site (or you or your competition). It’s the easiest way to keep track of your on-line reputation – and what the competition is saying about you.

The Power of SEO
Search engines like Yahoo and Google rule the web – at least the commercial aspects of the web. If you have a commercial, on-line business, the better optimized your site is for search engines the better you’re going to rank on the search engine results pages.

There are about a million books that’ll tell you how to improve your site’s SEO and lots of free articles to show you how to improve your page rank (PR). If you have the time and the inclination, read as much as you can about current SEO practices and tactics to discover ways of improving your site’s page rank.

If SEO isn’t your cup of tea (too many numbers) hire an SEO professional to optimize your site for search engine spiders. This involves a number of factors and may also cost a few bucks. Additionally, it may take up to six months to actually see any significant results. But, if all else has failed, hiring an SEO expert may be the only way to go to regain your search engine status.

Fast Track to Good Press?
Sorry, there is no fast track to undo negative press in search engine results pages, whether it’s deserved or not. It’s a process but a worthwhile one, especially if you’ve spent a great deal of time and money to build up your e-biz.

However, the faster you get to work on article syndication or getting your site listed in a directory, the quicker your reputation will improve.

Things move quickly across the web and a bad reputation – whether true or not – is not going to help your site or your business. No, you can’t eliminate the problem of bad press but you can go proactive and generate some good press to counteract the negative.

The key is to move quickly and decisively to protect your hard-earned reputation.

The Death of Search Engine Optimization:10 SEM Hot Tips

 

R.I.P. SEO

This is going to come as a shock to the ever-expanding commerce industry, but SEO is dead. It’s at least circling the drain. Yes, it’s heresy, I know, but so much of this sector of the economy is based on out-dated methodologies and myths. The reason? This whole world wide web thing is less than a generation old and a lot of great minds are finding new ways to use this resource.

Distance learning, great use of the web. Voice over Internet Protocol (VoIP) – ideal and a real money-saver. And yes, search engines that provide the road map and address of the sites we’re looking for. No, search engines won’t go away though they are in a state of flux, transitioning from directories to owners and developers of content (YouTube-Google, Yahoo-Microsoft, etc.) They’ll still be useful in directing users to relevant sites – the prime objective of a search engine – increasingly intuitive, more relevant SERPs.

But here’s the ‘but.’ You can max the optimization of your site, you can optimize for conversion ratio, page rank, links popularity, site monetization – lots of different ways to optimize a web site. However, the usual outcome of this SEO and SEM optimization is that the site moves up a few million places on the Google ladder, so now, instead of appearing on page 126 of the SERPs, the site is now parked on page 15. Do you drill down to page 15 when Googling?

No one does. If you aren’t on page one or two, your site’s a digital corpse. You aren’t going to get organic SERPs traffic because, even with all the optimization, your site is still buried. And you’re out an obscene amount of money optimizing your site for spiders. You want to know how picky these spiders are and how, the smallest thing can harm your site?

Webmaster blogs have been seeing threads from site owners concerned about keyword stuffing in headers. And this is a major subject! “Do I lose Google points if all the words in my headers are keywords?” This is the discussion. Don’t believe it? Here’s the thread:
http://blog.ezinearticles.com/2008/02/keyword-and-keyphrase-abuse-guidelines.html.

And there are lots more like it. Now, this isn’t an indictment of blogmaster Chris Knight, who runs one of the best webmaster blogs online. Instead, it’s an indication of the level of arcane gobble-de-gook SEO aficionados use to improve site performance. Keyword stuffing in headers? Why aren’t we focusing on more important matters like links popularity, PPC ads, syndicated content, directory submission, site map submission and other topics that, in this day and age, are more critical to site success than the keyword density of your site’s headers and here’s why: (Shocker alert)

If you’re a small site, a visitor is much more likely to find you through a link from another site or a directory or a blog post than through SERPs.

Nota bene: This does NOT apply to sites that appear at the top of the search engine heap organically. If you’re number three below the sponsored links, don’t fix it if it ain’t broke, but treat it like a house of cards. You could be “riding high in April, shot down in May,” with creds to Frank Sinatra. And not change one thing about your site. Nothing.

The algorithm geeks at Google, Yahoo and Inktomi are constantly tweaking their formulae to deliver better results to users. (Google is also a content provider now, as well as “just” a search engine – the search engine.)

So what’s the point again: you can optimize ‘til the cows come home and still not see organic search results. That means the importance of site connectivity, authority, stickiness and other SEM factors increase significantly in value as SEO decreases in value. If your site doesn’t deliver organic results, what else are you going to do but market the heck out of your site?

The Ascension of SEM
There’s a lot of confusion between SEO and search engine marketing, or SEM. The simplest and most important distinction is that SEO strategies are designed to appeal to search engine bots. SEM is designed to draw in visitors and convert them to buyers and, ultimately, repeat buyers – your road to commercial success.

SEO = mindless, letter string gobbling spiders

SEM = motivated human beings interested in making a purchase regardless of how they found your site.

Search engine marketing has become more significant as the importance of SEO has declined. And the trend is bound to continue. There are like a gazillion sites and more competition coming at you every day.

SEM Suggestions
Okay, so how do you do this? Here’s a good starting point. Actually, 10 starting points.

1. Blog other sites with intelligent, insightful, thought-provoking posts. Be sure to sign you name in full (no chipnerd521) and a link to your web site. This is a pretty potent synergy because it places your site within reach of someone you just impressed with your insightful post. Note of warning: DO NOT SPAM BLOGS. Blogmasters don’t like it. Keep your post on target and don’t use the post to promote your services. Your post will be deleted ipso facto.

2. Do NOT use PPC. At least when you first start out. You don’t want to worry about click fraud, keywords, bids and tracking all those costs. Use PPC as a last resort, a one-last-throw-of-the-dice-thing, or when you’ve achieved some success and are looking for ways to expand site promotion.

3. Exchange content with other site owners whose sites are similar in topicality. This provides fresh, green content and a link. Gotta love those links.

4. Submit your URL to general and industry- or topic-specific directories. All are free except Yahoo which nicks you $299 a year for a listing in their directory, still well worth the price.

5. Syndicate content to build an expansive web of in-bound links. (There’s plenty of information in previous blog posts on content syndication.)

6. Establish the authority of your site. This takes time and is usually determined by the number of site owners who point their visitors to your site. That means good content, good advice, good prices and so forth.

7. Use social sites like FaceBook and MySpace. More and more businesses are using these social networking sites. Another word of caution: those who frequent these sites aren’t keen on commercials so keep your social space interesting.

8. Sign up to become an expert on Yahoo Answers. (BTW, Google Answers has been retired – a missed opportunity if you haven’t already sign up.

9. Volunteer to become an editor for the Open Directory Project, assuming you know something about your topic. If you aren’t an expert, or you’re new to the subject, track the posts at www.dmoz.org until you understand what’s going on.

10. Finally, post good, informational content on your site. You can use a blog to keep things simple and encourage visitors to contribute comments (free content, site owners). Blogs also build repeat traffic – repeat traffic that often turns in to sales.

So, today we mourn the passing of SEO as a key to site success. Indeed, we are all thankful for the guidance search engines provide in bringing us the most obscure information in under a second.

But as a tool you can rely on to grow your small, online business to success, SEO is dead. Spend your time and money getting hooked into the web community through links, links and more links.

That’s SEM in its purest form.

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. 

How to Stage a Webinar: Ah, Show Biz

 

If you can go on-line, you can stage a webinar

Webinars have grown increasingly popular in the era of Web 2.0. They’re interactive, easy to set up and deliver a lot of advantages to the webinar host. And a lot of revenue if you’re good at it.

 

Webinars versus Webcasts
Webcasts are one-way communication. You, the site owner, post a digital video (DV) on your web site or upload it to YouTube and other social sites. You talk. The viewer listens. And unless you have a compelling way about you, watching a webcast is like watching grass grow.

Today, people don’t want online passivity. They don’t want to sit there. They want to interact. Interact with each other via facebook.com, myspace.com and other sites that rely on the user-generated content of those laying claim to a few pixels, and interact with experts who actually have something worthwhile to say.

Webinars are totally interactive. They’re scheduled to start at a specific time, they’re hosted by an expert and “attendees” from around the world interact with the webinar host and with each other.

Webinars are interesting because of this interactivity. As a participant, you’re free to ask the expert questions, ask for clarifications or expansion on a specific topic. You can learn a lot from these on-line classes.

Selling CEUs
They’re called continuing education units or CEUs, and lots of professions require their members to obtain a certain number of CEUs each year – every profession from private investigators in Texas to hearing aid dispensers in Maine. Hundreds of thousands of pros need CEUs. They can get them by attending classes at the local community college or professional association, by writing papers and they can earn CEUs by attending online webinars.

Starting to see the potential here? If you’re an expert in a field that requires members to continue their educations, you have a captive audience. And attending an online seminar is a lot easier than attending classes every Monday night for 16 weeks.

Certain standards have to be met to qualify for CEU recognition. The teacher has to be a professional, the course subject has to be (in some way) relevant to the professionals’ work and the seminars must actually teach, i.e. have an established syllabus or course of study. The standards are high, as they should be, so to qualify for a CEU accredited webinar, you better know what you’re talking about or zippo CEU-seekers are going to sign up.

How To Stage a Webinar Technically
There are two ways to do this thing.

First, if you’re planning on doing a webinar a week and adding to the list of classes and topics available, you’re best off buying webinar software. Here’s a link to some Q & A on what to look for in this system-based software.

However, before you fly off to the Software Shack to pick up a webinar program, try one of the hundreds of online services that specialize in the staging of webinars. These companies provide the software and some hand holding. They aren’t too pricey, either, given the competitive nature of the market. Heck, even Big Blue (IBM) offers on-line conferencing services and that’s all a webinar is – an online conference with nice pictures.

Marketing Your Webinars
If you’re CEU accredited, use Google AdWords to promote your upcoming event. Allow a six-week time window from the date you start promotion until the actual date of the webinar itself. Then, do a little viral marketing.

Respond to blog posts relevant to your upcoming event and mention date, time, URL and cost, if any. Let’s talk about that for a minute.

When you first start staging webinars, no one knows you from Adam. You’re an unknown quantity, yet to prove you’re worth $29.95 to sign up to hear your words of wisdom. So, to start building an audience and establishing credentials as a quality educational or instructional site, offer your first few webinars free. Hey, you can become a star pretty quick if you aren’t a cold fish. And people will pay for righteous information presented in a professional manner.

The exception, here, is CEU-accredited webinars. These demand a certain production standard, knowledge standard and broadcast standard. These webinars may require a cash outlay to the conferencing company, a graphic designer and techie if you think a USB port is where U.S Boats dock. So, you can charge by the CEU. Some webinars are worth 1 CEU. Another can be worth 3 CEUs depending on the credibility of the webinar producer, length and scope of the content.

If the budget can stand it, pay for links from related sites. If there’s an industry association, send its PR department a press release announcing time and place for the webinar, and be sure to include your professional biography and credentials for hosting this gab fest.

Also, if you’re doing webinars regularly, get listed in webinar directories (Google it. There are lots of them.) If you know your stuff and you’re not a stiff – you can have fun interacting with others – then you’ll quickly see the popularity of and attendance at your webinars increase.

Putting Together a Webinar
The software comes from the conference provider. On screen, you’ll have the webinar administrator’s console showing activity of participants, handling emails from participants and tracking levels of participation.

Now, the easiest way to put together one of these online lessons is to buy a decent web cam, write out your key points and interact with participants via the email option. Or, to make connections even easier and quicker, provide a telephone contact that attendees can use to ask questions, make a point or contest a point.

As the webinar administrator, you move things along. Whatever you do, don’t write a paper and read it for an hour. I’m bored just typing about it. You need some sizzle, some visuals, some eye candy to create a professional and engaging webinar.

The easiest tool to develop webinar visuals is Microsoft PowerPoint. If you don’t have it on your system, you can download it from the Microsoft site. This is a totally screen-driven program that’s almost idiot-proof. (Prove me wrong, kids. Prove me wrong.) You type text where prompted to do so.

Add a dash of color or a photograph to give a boring bullet list a little pizzazz. Especially if we’re going to be parked on it for a while. Or, instead, reveal text in the bullet list on cue simply by going to the next Power Point slide in the deck. Without too much of a learning curve, you can put together a Power Point presentation.

Using your webinar administrator’s console, you can cut back and forth between the graphics in your Power Point deck and your talking head via a hi-res webcam. By switching between the two you accomplish a couple of important tasks: (1) you put a face to the voice and the knowledge and the humor and professionalism (at least wear a nice sweater); and (2) it maintains visual interest. An hour-long Power Point presentation is almost as bad as an hour-long talking head. Switch to create interest, especially when answering questions from the crowd.

During the Webinar
You should have a list of talking points and sub-points, not a speech. You should have an agenda. “Today I’m going to talk to you about liability insurance and the private investigator. Let’s begin with blah, blah, blah…”

Encourage discussion and stop often to ask for questions. In some cases, it may take a few minutes for a question to reach the moderator’s console if the email is routed via Zambia so go with the flow. “Oops, okay, we have an email from a dental associate in California regarding that last point.” Stay flexible and nimble. As the moderator you’ll be juggling a lot of balls.

You’ll be teaching, reading emailed questions, moderating group discussions, tracking viewer activities and trying to work in a little humor all at the same time.

You should know, throughout the webinar, where you are on your agenda list and expand or contract your discussion as necessary.

Encourage debate by posing provocative questions. Part of the appeal of these events is the ability to interact with one’s peers so provide that opportunity. Then, sit back and moderate, keeping the discourse on topic.

Testing
CEU webinars require that attendees take and pass a test so if your’s is a CEU-accredited webinar, you need to develop an online post-test administered after the webinar. To earn the CEU credits, each attendee must achieve a certain grade. Hey, for all you know they were watching TV as you were explaining the latest in forensic science so those meeting professional requirements should be tested, and they should pass.

If your webinar isn’t CEU-based, testing is up to you. Frankly, the people who have signed up already know their stuff so testing seems a bit inappropriate. However, to maintain interest, ask the “Question of the Second” or “Insurance Trivia” throughout the lesson. Using Power Point makes creating “test pages” easy and the conferencing software captures attendees scores and even delivers them individually to avoid embarrassment.

Amortize Production Costs
It could cost a few bucks to put together a professional webinar that has high production values, accurate, current information and a dash of entertainment value on the web (sorely missing, btw). And if you only host the webinar once (a spot webinar), those costs are all associated with the one-shot spot. Instead, schedule webinars daily or weekly. Each time you’re able to conduct a revenue-producing webinar, the initial production costs are further amortized. So, that one time production expense pays for itself over and over.

It’s not hard to do, and if you don’t have the time, talent or inclination there are plenty of freelancers who do this stuff every day so outsource all the heavy lifting and save yourself for Saturday mornings when you become the congenial host of “Process Server Weekly, the ONLY weekly webinar for professional process servers.”

Ahh, show biz.

User Reviews: Let Buyers Sell Your Goods and Services

 

User testimonials keep it real

Mom always said don’t accept candy from strangers, but what about advice? How reliable is it? Well, when it comes to product reviews, advice from previous buyers helps a lot – assuming the product (and services you provide) live up to expectations.

 

Amazon has been encouraging reviews from buyers for years and it’s apparently been working fine for them – even if the product is trashed, which it often is. But, consider what Amazon gets. Happier buyers (even if they grumble, they aren’t grumbling about Amazon, they’re trashing the product), fewer returns from buyers warned off one product over another, invaluable marketing data straight from buyers who bought the product and, the cherry on top – it’s user generated content, meaning it doesn’t cost anything to produce. That’s a big plus.

Stats and Facts
Site owners eat stats and facts for breakfast. We want that empirical proof that numbers provide so here are a few to catch your attention from the nice folks over at emarketer.com

Question: Do you use customer reviews before making a purchase?

Always: 22%
Most of the time: 43%
Some of the time: 24%
Occasionally: 9%
Never: 2%

Get that? 65% of online buyers use consumer-generated reviews in making a buying decision. That should get you to sit up and take notice. It’s some pretty powerful evidence that consumer reviews are useful in (1) making the right sale and (2) identifying products the buyer doesn’t want. Either way, as a site owner, you’re ahead – ahead on sales motivated by user reviews and ahead with fewer returns from dissatisfied consumers who bought a different product or brand based on customer reviews. Either way, you win.

How many reviews do you read before making a purchase?
Just 1% relied on a single review. It took two or three reviews for 28% of buyers to make a decision, four to seven reviews for 46% of buyers to make a buying decisions and eight to 15 reviews to convince exceedingly cautious buyers to make a purchase.

The number of reviews required to make a purchase is correlated to the price of the item. A buyer will purchase a $49 off-brand MP3 player after reading a single review but it’ll probably take five to 10 positive reviews to convince that same buyer to purchase his or her next car. The cost factor plays a big role.

Now, how do user reviews stack up against other promotional efforts. Quite well, according to emarketer. In fact, user reviews influence the buying decisions of a whopping 64% of online shoppers. That’s two-thirds of all buyers – all buying based on the reviews of previous buyers.

Compare that to other promos:

• Special offers and coupons: 61%

• Product and price comparison tools: 59%

• Consumer testimonials: 49% (these testimonials have lost any credibility since many are fabrications of some copywriter’s not-so-vivid imagination)

• Product videos: 44% (usually demonstrating the benefits of the product)

• RSS alerts: 39%

• Blogs and forums: 39%

• Questionnaires: 29%

Web Research
More and more web users turn to product reviews to find the perfect fit – but not all reviews are given equal credence. User reviews are believed by 55% of comparison shoppers. And, when skimming through consumer reviews, it’s easy to tell the psychopathic malcontent from the thoughtful reviewer who’s actually trying to help.

Comparison charts are another useful sales tool. 21% of online window shoppers use these list-formatted tools to compare apples to apples, features to features. This format is a terrific means of delivering a lot of useful information in a simple-to-evaluate format.

Expert reviews – the kind you often see in specialty periodicals – carry less weight than reviews written by actual buyers of a product. Why? The consumer-reviewer doesn’t have an axe to grind, making the opinion more reliable. A review by a professional may have an ulterior motive behind it – like the product manufacturer is a big advertiser, or the review is a cut-and-paste job from the manufacturer’s promotional literature.

The reason customer reviews work is they have validity. “I bought it and I love it,” when unsolicited, is as good as a recommendation from a friend. Same with “I bought it and it blew out every circuit in my house.” Now that’s a product you shy away from.

The Ethics of User Reviews
As a site owner, you have god-like powers. Post anything. It’s your site. But what about the ethicacy of user reviews? How do you handle this kind of input?

Consider the site owner who writes his or her own buyer reviews to move more junk out the door. After a while, this tactic is going to come back and bite you in your assets as more and more dissatisfied buyers return products, taking up more of your time and costing money.

And how do you handle the disgruntled buyer who slams one of your best selling products? Is it unethical to remove negative product posts? You bet it is. An occasional slam increases the credibility of all of those positive reviews. If every review sings the praises of the product, well, the reviews become less credible.

Also, if you receive numerous slams on a product or brand, consider dropping the item. Let the buyers tell you what they want – then give it to them.

The tools you use to promote products are often expensive and time consuming to create. A Google AdWords campaign can bust the bank in six months – and you have to write the little blocks of text.

User-generated product reviews have credibility and the nut jobs are easy to spot and ignore. So, give your buyers a place to tell you and other site visitors what they think about their purchases.

Then, watch sales increase as “friend” recommends to “friend.” It’s powerful promotion and, even better, it’s free.

The 10 Dumbest Site Design Goofs

Despite some of the posts on
SEOmoz.org, site optimization is NOT a science. Science requires accurate, contestable data. No metrics or analytics deliver empirical data so it ain’t no science. SEO Pros don’t even agree on which weighting factors have the most impact on PR and TR.

However, it doesn’t take rock solid numbers to identify dumb design decisions – decisions that prevent access, make buying difficult and make site navigation a wonderland of surprises.

Thus, I offer the 10 Dumbest Design Practices: 

10. Flyouts or drop down menus that cover site text. Umm, yes I want to navigate to that page but that flyout covers home page content that I want to read. Dumber still? No way to close the flyout. Duh.

9. Limited payment gateways. DIY site owners happily launch with PayPal as their only payment gateway. A lot of buyers have never even heard of PayPal, they don’t have an account and they’re not going to the trouble to open one.

The more payment gateways, the more orders you’ll receive. Get a merchant account.

8. Spamglish. Yep, it’s still out there on critical pages that, ostensibly, are designed for humans. Keyword density, as a factor in PR and TR is losing significance so why stuff pages with keywords.

7. Critical site information in graphics. Bots can’t read graphics, so important indexing data may be lost, tucked in a bitmap somewhere.

6. No telephone number. This one is a poser. As a site owner, you went to a great deal of trouble, time and money to get that visitor on site. Wouldn’t it be great to have a telephone number (toll free) so visitors could call with questions or, better yet, orders?

5. Ambiguous navigation. The assumption, here, is that site visitors know what a link labeled “Damsels” means – kinda like those rest room signs in theme restaurants, i.e. “Buoys and Gulls.”

4. No site map. Come on, you guys. You can buy a site map generator for less than $100. And. in creating this remarkable map, you help visitors and bots find their ways around.

3. Dated, duplicate content. We’ve all encountered the entrepreneur who wants a low-ball site populated with public domain and syndicated content and 1,200 affiliate links. The site is dated the day it launches.

2. The long-form sales letter. I’m sure Dan Kennedy meant no harm but these endless pages of mixed type faces, heaps of hype and the never ending (literally) PS, PPS and PPPS bonuses are insulting to the intelligent of a chimp.

1. Home page opt ins. Are you nuts? I don’t even know what I’m opting for (or against). If I have to give you my email address knowing that you’re going to back sell me to the grave, I want to know what I’m getting.

Why place this HUGE stumbling block on page uno. I’m bouncing.

Paul Lalley

webwordslinger.com