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Archive for February, 2010

Dr Search lectures at University of Gloucestershire

February 12, 2010 By: Dr Search- Principal Consultant at the Search Clinic Category: Uncategorized

Dr Search the Principal Consultant at the Search Clinic yesterday gave a talk to MBA students at the University of Gloucestershire on the subject of Managing Online Customer Relationships for social media marketing.
University of Gloucestershire- Dr Search lecture

Dr Search commented- “It’s amazing the lack of online marketing knowledge of really intelligent people.”

Over a century ago Lord Leverhulme the founder of Unilever worked out that he wasting half of his marketing budget.

The Search Clinic has saved one of our clients over 93% of his pay per click budet- and still get the smae amount of traffic.

If you would like some help with your online marketing, please just click here now- online marketing.
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Facebook is the new threat to Google

February 10, 2010 By: Dr Search- Principal Consultant at the Search Clinic Category: Uncategorized

Facebook is now sending more traffic to US news sites than Google- as the proportion of traffic from Facebook has tripled while that of Google News stayed static.
More people are coming to US news sites via Facebook and other social networking sites such as Twitter – supplanting Google News, which had been one of the primary sources of readers, according to research by the metrics company Hitwise.

During the past year, the proportion of traffic that Facebook sends to US media sites has tripled from around 1.2% to 3.52%, while that sent by Google News has remained roughly static, at around 1.4%, says Heather Hopkins, North America analyst for Hitwise.

The growing power of Facebook also means that publishers which want to demand money from – or alternatively to lock out – Google News because of claims that it “leeches” on their content could do so without fearing a dramatic impact on their reader figures.

With more than 400m users, Facebook forms the newest – and most unexpected – threat to Google, say some analysts.
Last weekend the search engine spent $5m on a TV advert during the Superbowl, puzzling many who do not see a threat from rival search engines such as Microsoft’s Bing, which has less than half of its proportion of search queries.

But Hopkins notes in a blogpost for Hitwise that: “Facebook could be a major disruptor to the News and Media category. And with the Wall Street Journal already publishing content to Facebook, perhaps the social network can avoid the run-ins that Google has suffered recently with Rupert Murdoch. We will continue to watch this space.”

Murdoch’s editors and executives have repeatedly criticised aggregators such Google News, claiming it is leeching off their content by displaying snippets of their work. In the UK, the Murdoch-owned titles have gone as far as blocking access to their sites by Newsnow, a smaller news aggregator.

Eric Schmidt, chief executive of Google, has argued that publishers should take advantage of the traffic that it sends them – pointing out that it sends about 4bn such links per year.

But Facebook provides the perfect counterweight, where publishers can choose how much of their content they display and view how well it is followed. Sites such as Facebook and increasingly Twitter contribute hundreds of thousands of visits every month to UK sites, according to analysis by the Guardian.

John Minnihan, the founder of the software code respository Freepository, warns that Facebook poses one of the biggest threats to Google on the web. “With recent data showing a large uptick in ‘Facebook as home page’, [Google] may well indeed need to remind emerging generation who/what it is.”
“In that case, the [Superbowl] ad makes some business sense. Whatever the real reason, it has nothing to do with ‘sharing video more widely’. If FB dev’ed an integrated web-wide search engine, think about how much traffic would evaporate [from Google] overnite. That’s nightmare stuff.”

Tellingly, Minnihan’s comments were made on Twitter — which Google is rumoured to be trying to compete with in a “social version” of its Gmail webmail product. 
Google has already tried – and failed – to create a world-scale social network with its Orkut product, but been obliged instead to purchase access to Twitter’s search results to provide real-time insight into what people are talking about. 
Facebook’s content however lies beyond its reach – and that could be crucial in the forthcoming months as news publishers in the US and UK consider putting up higher paywalls or demanding money from aggregators.

Dr Search found the social media news story on the Guardian’s website at:
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Return On Investment (ROI) for social media marketing

February 09, 2010 By: Dr Search- Principal Consultant at the Search Clinic Category: Uncategorized

Only 22% of UK organisations use social media marketing as a core part of their communications strategy because they are unsure how to prove return on investment cases, measure value or even how to use it.

These are the findings of a survey among 80 UK senior marketers undertaken by researchers Opinion Matters on behalf of the Internet Advertising Bureau’s (IAB) Social Media Council (SCM).

The study found that social media played a key role in the marketing campaigns of a mere 22% of companies, although a further 20% indicated that it currently played some role in most of their activities. Another 23.5% said that they tended to use such services on an ad hoc basis, while 27% of respondents had undertaken trials.

Although about a third planned to allocate between six and 20% of their digital marketing budgets to social media over the year compared with only 14% last year, 7% said that they had not touched such technology at all.

The main challenge in the social media context, according to almost three quarters of respondents, was in proving that it could generate a ROI. Another 64% said that measuring value was a problem, while 57% felt that they needed more education on how best to use such offerings.
 

There was also uncertainty as to where social media activity should sit within the business. While three quarters of those questioned felt it should reside within the marketing department, a third felt it fitted best within the PR function. Some 12% felt that researchers should have responsibility for it, 16% customer services and 7%, IT.

It would differ from organisation to organisation as to whether they should set up a new dedicated team or re-skill staff but keep them in individual departments. But it was important to clarify current strengths wherever they were located and map them to requirements, not least in order to establish skills gaps so that expertise could be hired in from outside, he added.

Among those organisations currently using social media, meanwhile, the most popular application was as a tool to help boost brand awareness (77%). Three quarters had used such services to drive engagement or for advocacy purposes, while 60% had employed them to undertake market research. About half had also used the technology to try and increase product sales.

Twitter and social media monitoring tools were the most popular offerings, however, with just over half of brands citing them as very important. Other appealing services included Facebook (47%) and own branded communities (39%), but 27% of respondents were unaware of what such terms as crowd sourcing actually meant.

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Google closes Blogger support- to save money

February 08, 2010 By: Dr Search- Principal Consultant at the Search Clinic Category: Uncategorized

So much for Google’s vaunted promise to “do good”. Dr Search has recently learnt that in order to cut costs Google will no longer offer support to it’s Blogger clients who have the cheek to host their own content on their own servers, like the Search Clinic Blog.
Google

Dr Search wasn’t terribly chuffed last year when google’s blogger usurped the Search Clinic favicon with their own favicon.

When questioned about this doubtful behaviour by Dr Search google claimed that it was solvable. However blogger’s template doesn’t actually allow for google’s suggested changes.
As a result we started to question google’s motives for trying to stealing third party blog content.
This lie has proved the unprofessionalism of google as their latest plans now attest. The balance of the communication with google is reproduced below:

You are receiving this e-mail because one or more of your blogs at Blogger.com are set up to publish via FTP. We recently announced a planned shut-down of FTP support on Blogger Buzz (the official Blogger blog),  and wanted to make sure you saw the announcement. We will be following up with more information via e-mail in the weeks ahead, and regularly updating a blog dedicated to this service shut-down here:

http://blogger-ftp.blogspot.com/

The full text of the announcement at Blogger Buzz follows:

Last May, we discussed a number of challenges facing Blogger users who relied on FTP to publish their blogs. FTP remains a significant drain on our ability to improve Blogger: only .5% of active blogs are published via FTP — yet the percentage of our engineering resources devoted to supporting FTP vastly exceeds that. On top of this, critical infrastructure that our FTP support relies on at Google will soon become unavailable, which would require that we completely rewrite the code that handles our FTP processing.

Three years ago we launched Custom Domains to give users the simplicity of Blogger, the scalability of Google hosting, and the flexibility of hosting your blog at your own URL. Last year’s post discussed the advantages of custom domains over FTP and addressed a number of reasons users have continued to use FTP publishing. 

(If you’re interested in reading more about Custom Domains, our Help Center has a good overview of how to use them on your blog.) In evaluating the investment needed to continue supporting FTP, we have decided that we could not justify diverting further engineering resources away from building new features for all users.

For that reason, we are announcing today that we will no longer support FTP publishing in Blogger after March 26, 2010. We realize that this will not necessarily be welcome news for some users, and we are committed to making the transition as seamless as possible. To that end:

* We are building a migration tool that will walk users through a migration from their current URL to a Blogger-managed URL (either a Custom Domain or a Blogspot URL) that will be available to all users the week of February 22. This tool will handle redirecting traffic from the old URL to the new URL, and will handle the vast majority of situations.
* We will be providing a dedicated blog and help documentation
* Blogger team members will also be available to answer questions on the forum, comments on the blog, and in a few scheduled conference calls once the tool is released.

We have a number of big releases planned in 2010. While we recognize that this decision will frustrate some users, we look forward to showing you the many great things on the way. Thanks for using Blogger.

Regards,

Rick Klau
Blogger Product Manager
Google
1600 Amphitheatre Parkway
Mountain View, CA 94043


Well Rick Klau in the Search Clinic’s all of our clients- including ourselves are on the march- to WordPress.
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UK online shoppers spend most in Europe

February 04, 2010 By: Dr Search- Principal Consultant at the Search Clinic Category: Uncategorized

UK shoppers spent more online than anywhere else in Europe last year- totalling almost a third of all European sales.

UK consumers spent £38bn online in 2009, or an average of £1,102 per shopper, according to the Centre for Retail Research (CRR).

Online sales now account for almost 10% of total retail sales in the UK, the centre calculates.

It added that internet shopping would continue to grow sharply this year. The centre foresees total online sales hitting £42.7bn in 2010.

UK online shoppers are growing in confidence, with the proportion of them prepared to spend more than £1,000 or more on a single transaction rising from 12% in 2008 to 25% in 2009.

The recession, from which the UK has only recently emerged, helped to explain the increase in online shopping, he argued.

Germans were the next most prolific spenders online last year with a total spend of £29.7bn, while the French spent £22bn, the research indicates.

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Search engines ranking- latest global results 2010

February 03, 2010 By: Dr Search- Principal Consultant at the Search Clinic Category: Uncategorized

comScore has published a report on the global search market which shows more than 131 billion searches were conducted across the web in December 2009. 

The top 5 leading countries in the search market are the United States, China, Japan, UK and Germany:
top global search engine searches ranked by country

One of the interesting things to note from the report is the relatively slow growth rate of searches from China.

Whilst they are sitting second in terms of overall volume, their growth rate is by far the lowest amongst the top ten countries.

When you compare this to the high volume and growth rate from Japan, it is foreseeable that the Japanese, British and the Germans may claim second spot in the not to distant future.

Google continues to lead the way as the dominant search engine, followed by Yahoo! and Baidu claiming the number three spot.


If Google follows through on their threat to pull out of China, it’s possible that Baidu could pickup their lost market share and claim the number two spot above Yahoo. Which would be an interesting situation if you work at Yahoo.
Another two thoughts are these figues do not include Twitter, nor do they include the searches on google’s You Tube.
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Google Analytics and the customer experience- do you have thr right tools?

February 02, 2010 By: Dr Search- Principal Consultant at the Search Clinic Category: Uncategorized

Website analysis can generate improved performance, but your focus should be on measuring and analysing perception against expectation in three key linked areas.


The argument as to whether marketing is an art or a science has raged for years. It is interesting that long-term brand appeal is built primarily on emotion not rationality. The great TV ads are primarily emotional in nature; think of Guinness and its sea horses; does it matter how long the wait for the wave actually was, the point is that waiting pays off. Interestingly the same is true of oratory; Winston Churchill did not say how many owed how much to how many less; it was the idea that counted. People buy and recall ideas. Numbers were put to the sword in ’1066 and all that’.

It is clear that people make emotional decisions in the main. They may think that they are making rational ones, or even post rationalise them. I would argue that an emotional decision is the sum of a number of rational trade offs. One example is whether we choose the highest interest rate for our savings or the lowest premium for our insurance. 

It is clear that the majority do not, but will take name awareness, features, security, recommendation, history and a range of attributes into account. 
 
Customer experience measures

It seems to me that a similar approach is likely to be most helpful in developing analysis of customer experience. Customer experience is also very much about perception. In essence it is a measure of external perceptions against external expectations, not internal measured results against internal standards.
                                                                          
It is not terribly helpful to know that we answered the phone in 8 seconds against a standard of 10. The customer might have expected 10, but perceived to be waiting for 12. Why? Largely because of prior, perhaps negative, experience of the brand, but more likely because the call was unsatisfactory when the connection was made – i.e. the customer did not get what he or she wanted.

The key question then in using analytics to help improve customer experience is to ensure that we analyse the things that matter to customers. Customers will be much influenced by the recency and frequency of their interaction with the brand and these are key members for us. But the focus is on the emotional response to those interactions.

Hence, we argue that the key numbers for analysis are three:
    * How did you feel about your interaction with us today?
    * How do you feel about us as an organisation?
    *  Would you recommend us to your family, friends and colleagues?

This is crucial. It is the day to day measurement of perception against expectation, and enables daily tracking of customer experience. Analysis should track both the customer’s previous answers and, in a person to person interaction, the performance of the agent. This data should then be viewed in the context of the operational performance on the day; were systems fully functional, was there a particular call flow issue?

This is a wider concept. How people feel about the organisation as a whole, takes into account not only day to day interactions but the total set of experiences and perceptions of the organisation and its brand. The customer will be influenced not only by his or her experiences but also by the experiences of others. This is because brand associations are a reflection of the individual’s personality. People wish to be seen to have made good choices in the eyes of others.

Whilst customer satisfaction tracking surveys will provide meaningful numbers for analysis, it is likely that qualitative research will be required to better understand customer attitudes and motivations.

We know that customer satisfaction and loyalty are closely linked and that they are correlated through the Net Promoter Score to business performance.

In a separate article we shall analyse in more depth the true relationship between loyalty and business performance across various business and activities. Satisfaction is clearly linked to both longevity and frequency, value, volume of cross sales and repeat purchase. We shall explain the mechanics.

Key to understanding the benefits of customer experience is measuring and analysing recommendation. We know that people only recommend if they are highly satisfied; satisfaction in its own right is not a motivator.

There are two aspects of recommendation which require analysis. Firstly, the characteristics and motivation of the recommendee. In sum, people recommend for altruistic reasons and also to build esteem in their social group. They like to be seen as early adopters. We also want of course to look at the value of our recommendee; there may be a correlation between their value to the organisation and the recommender.

Secondly, we want to understand the value of recommendation to us both in terms to reduce marketing costs and increased customer flows, including the performance of recommended customers compared to those joining by other means.
 
However, the real value arises from considering the perceptions of customers against their expectations on day to day and long-term horizons, in conjunction with their behaviour vis a vis recommendation.

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Basic website filenaming structures

February 01, 2010 By: Dr Search- Principal Consultant at the Search Clinic Category: Uncategorized

Your website’s URL structure is an important search engine optimisation factor, so Dr Search thought I’d write a quick post covering some useful guidelines for you to keep in mind when building your website.

Let’s take a look at a typical small business website. While this may not be the case for every business, most sites often have the following pages in common:
    * Homepage
    * Services/Products Page
    * Testimonials Page
    * About Us Page
    * Contact Us Page

Using the pages above, here’s an example of how to maximize the SEO impact of your URLs.

Homepage (www.example.com)
When choosing your domain name, always try and include your primary keyword somewhere in the name. A good strategy for this is creating a keyword + generic domain name. For example, if you’re targeting the keyword “electrican”, you might go for gloucestershireelectrcian.com, cheltenhamelectrician.net,  or gloucestershirelighting.com etc.

Services/Products Page (www.example.com/[keyword])
On the page which lists your services or products, use another major keyword as the directory for this page. Using the example above, you might want to create the following pages:
    * /electrcian-services
    * /electrican-qualifications

Testimonials Page (www.example.com/[keyword]-testimonials)
The testimonials page is another chance for you to include one of your important keywords. Try using the format /[keyword]-testimonials, where keyword represents your business type or industry. Some examples might be:

    * /electrician-testimonials
    * /gloucestershire-testimonials
    * /lighting-testimonials

About Us Page (www.example.com/about-[business name])
The about us page is a chance to make sure your website ranks strongly when customers search for your business name. Using the directory format /about-[businessname] with the business name in Meta tags and body content a good way to achieve this.

Contact Us Page (www.example.com/contact-us-[business name])
For the contact us page I’d recommend sticking with a simple /contact-us [business name] format which is standard across most sites and is easy for customers to remember. You will also get your name in regularly if you have a contact us link at the bottom of every page- as a call to action.

Whilst URL structuring is no magic bullet for search negine optimisation, following the above guidelines is a good way to build a solid foundation. 

If you’ve got any other URL advice, please let the Search Clinic know in the comments box below!
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