Archive for February, 2007


What to Do When You Offer Bad Customer Service

Monday, February 26th, 2007

No one’s prefect, that for sure.

If you run or work in a business, or if you have a pulse, chances are you’ve screwed up. If you’ve been doing it long enough, chances are you screwed up royally.

So what do you do when it’s on you? Elain Fogel has a helpful article over at MarketingProfs called Three Ways to Keep Your Customer Happy When You Screw Up.

Step one is to communicate. Fogel states:

Don’t go into long-winded explanations or excuses. There’s a good rule
that I use in customer-service training workshops: "Don’t burden the
customer."

Step two is to make amends. As she says, "Don’t assume what will make your customers happy—ask them."

Step three might be most important: don’t repeat mistakes. It’s my option that mistakes aren’t bad things; they’re the quickest route to learning something new. However, I do get frustrated when people (vendors, employees, MYSELF) repeat mistakes, thus removing any positives from the mistake.

If you struggle with what to do when you or your company screws up, be sure to check out Three Ways to Keep Your Customer Happy When You Screw Up.

Rich Brooks
Yes, I Know I Wrote Prefect


Is Google Overrated?

Monday, February 26th, 2007

Is Google overrated? Too powerful? Too full of itself?

There’s an interesting and lively debate on these issues going on at Fast Company right now in their Open Debate section between Danny Sullivan (editor-in-chief of SearchEngineLand.com) taking the pro-Google stance and Donna Bogatin (Digital Markets blogger at ZDNet.com) waving the anti-Google flag.

Here’s a snippet:

Bogatin: [Google] is fueled by an unsustainable business model: The selling of ads
against content that it does not own, that it has not compensated IP
owners for and that it has no explicit legal right to exploit
commercially. The "millions" of businesses and individuals
"voluntarily" forking over their proprietary content and personal data
to Google "every day," sell themselves and their assets short, while
Google’s market cap balloons.

Sullivan: Google’s "free ride?" Flip it around. Google’s the lifeblood of many sites, sending them huge amounts of traffic at no cost.

You probably won’t learn anything that will help you rank higher at the search engines, but if you’re a search engine and technology geek you might enjoy it. I know I did.

Rich Brooks
Maine SEO

 


5 Reasons Why I Blog: The Chain Letter Continues

Saturday, February 24th, 2007

I got caught in a Chain Letter 2.0. If I complete this task fame and fortune will be mine. If not, harm will come to me, my business, and my hair line.

OK, it’s not so bad. My friend and fellow blogger Michael Brooks of 60 Second Ideas (no relation, but that does remind me I need to call my Uncle Michael,) tagged me after writing his own post on the subject.

The task is to come up with 5 Reasons Why I Blog. Without further ado:

  1. Holistic Web Marketing. I love blogs and blogging, but I see it as part of a bigger whole. We combine our flyte blog with our web marketing podcast, email newsletter, the other two blogs I either write or contribute to, our Web site, search engine optimization, article marketing and other online (and traditional) marketing. With this integrated approach, we don’t need to take out any advertising or do outgoing or cold calls…but we still have a full pipeline of business.
  2. Establish flyte as Web design and Internet marketing experts. We spend a lot of time learning about new ways to market online and testing them out. We feel this is important for small business owners and entrepreneurs if they want to succeed online. For those searching for these kind of answers, we want to show them we’re thinking the same way.
  3. Search Engine Optimization. As the flyte blog has matured and become a trusted resource at the search engines, we’re getting a lot more traffic from Google and the other SE’s. Because the search engines index our blog so often, it’s easy to take advantage of an emerging trend and blog about it.
  4. Generate Hot Leads. In reviewing our stats, I can see that although Google provides over 50% of our traffic to our Web site, only .42% were converting (completing our contact form and/or signing up for our email newsletter.) By comparison, 2.09% of visitors who came from flyte’s blog converted and 1.91% of visitors who came from our Internet Marketing 101 blog converted. That’s about a 500% increase in conversion rates.
  5. Three Distribution Channels for Just One Post. With every post I write I get three different distribution channels, meaning that my readers can choose how they want to receive my content.
    1. There’s the Web page that’s created that people can read, link to, and that the search engines can index and serve up on results pages.
    2. For people who discover the blog but don’t want to check back every day to see if there’s a new post, there’s the newsfeed that people can subscribe to using Bloglines or a newsreader like NetNewsWire (my favorite). They can also have my posts appear on their MyYahoo or MyMSN type pages.
    3. Finally, since most of the world doesn’t yet "get" newsfeeds, people can subscribe via an email signup box and get each post delivered to their email box. What could be easier than that?!?

Bonus Reason: I like it! Blogging has been a great way for me to crystallize and explain all the new things I’m learning. I don’t really understand anything until I find a way to explain it to someone else. Plus, I’ve met a whole bunch of interesting people who blog and link to me or that I link to. Some day I’d like to meet them all out for a beer. I’ve also made connections with other bloggers who now send work my way or we hire them to help us out. It’s been an amazing networking opportunity that knows no geographical boundaries. (Hmmm…that’s like three bonus reasons, but who’s counting.)

OK, now it’s time for me to pass on the virus. I tag:

Rich Brooks
Business Blogger


Coaching Works: For Business or Individuals

Friday, February 23rd, 2007

Coachingworks
Yesterday flyte launched Coaching Works, a Web site for Bob DeMers.

For individual & couples, Bob offers life coaching, marriage coaching and emotional coaching. He also offers services to business professionals including entrepreneurial coaching, small business coaching and executive coaching.

Bob also relies on his experience as a weather man to help people succeed with his television talent coaching. (Hmmm…I wonder what he would have to say about my "tech expert" appearances on 207.)

You can also sign up for his email newsletter and get helpful articles emailed to you regularly. If you’ve been struggling with your personal or professional life, remember: Coaching Works!

Rich Brooks
Web Site Design for Coaches


Google Apps: A Real Alternative to Vista and Microsoft Office?

Thursday, February 22nd, 2007

The Google Blog reports today that Google is launching a business-level collection of applications called Google Apps Premier Edition.

Here at flyte we’ve been looking for a contact management system, collaborative calendar and other applications to help us grow our business. Since we’re a Mac shop I’m always leery of "feeding the beast" and buying Microsoft products if I don’t have to. Thus, Google Apps is appealing.

Of course, in 5 years (or 5 months? or 5 weeks?) I may be saying the same thing about Google. Their goal is global domination, as stated in their mission statement.

Doesn’t mean I won’t be checking out the premier edition, however. At $50/user/year it seems a lot more affordable than Microsoft Office. Many a small business or entrepreneur might benefit greatly by choosing this as their business suite of choice.

Jonathan points out that it’s no accident that this coincides with the release of Vista. Of course, those Canadians are conspiracy theorists.

Rich Brooks
Web Marketer


Ballou & Bedell: A York, Maine Law Firm

Tuesday, February 20th, 2007

Balloubedell
Today flyte launched a Web site for Ballou & Bedell, a Maine law firm with offices in York.

Ballou & Bedell specialize in real estate law, corporate law, estate planning and probate administration. There’s a lot of helpful information on the site for all of their areas of practice.

If you’re looking for a law firm in southern Maine, be sure to check out Ballou & Bedell, attorneys at law.

Rich Brooks
Web Marketing for Small Business


Top-Level Domain Survey (or what to do when your .com is taken)

Monday, February 19th, 2007

Recently I setup a survey at SurveyMonkey trying to gauge people’s feelings and impressions on the top-level domains such as .com, .net., .biz and so on. I purposefully left off .gov and .edu top-level domains because you’re not supposed to be able to get them as a small business.

I thought I’d share this completely unscientific survey with you:

Question 1: Imagine you visit a new site. Please rank the following top-level domains on the overall impression they give you of the site and company. (One answer per domain, please.)

There weren’t any surprises in the answers. Like a diagonal line through the chart, respondents ordered the domains as .com, .org, .net, .biz, .info, .name and .[any country]. The .[any country] result represented anything from .us to .de to .jp. (Like I said, unscientific.)

Domainsurvey1

Question 2: Please rank the following top-level domains in order of preference for your own Web site.

Again, no surprises. The only deviation from the diagonal line was .[any country] outranked .name.

Domainsurvey2

Question 3: For each top-level domain name, please enter your initial thoughts on what they represent.

This was an open-ended question, so I’ll just share some of the results with you:

.com

  • business
  • established/well-established
  • standard
  • official
  • commercial

.org

  • charity
  • non-profit organization
  • trustworthy, non profit
  • not a business [interesting]
  • government [?!?]

.net

  • internet related
  • a business
  • tech
  • 2nd rate site
  • second choice/first was taken

.biz

  • business
  • business selling online
  • rip off
  • not familiar with web at all. amateur [ouch!]
  • could not get .com
  • something new/entrepreneurial

.info

  • info business/info/informational
  • garbage
  • last resort
  • people actually buy these?

.name

  • personal
  • loosers [sp]
  • if own name, classy
  • non-business
  • amateurish
  • never heard it/never seen it

.[any country]

  • foreign .com or .org
  • only .tv is cool [how did I forget .tv?!?]
  • depends on country
  • generally ok, but hard for people in US to remember: we think .com and that’s it.

And that’s it for me. Hope you found this helpful.

If you have a .biz or some other non-.com top-level domain, take heart. We were never able to get flyte.com and we survived. In fact, when .biz came up we snagged flyte.biz and it’s treated us well. We get lots of incoming links, have a PageRank of 7 (not that it matters), a[n over] busy production calendar and a full pipeline.

In other words, you can overcome a less-desirable top-level domain with del.icio.us results.

Rich.Brooks.biz

 


What Does Web 2.0 Really Mean to You?

Monday, February 19th, 2007

I was pointed to this fascinating video at YouTube called The Machine is Us/ing Us about Web 2.0 and the people who use it…us.

Link by Juliet Austin.

Rich Brooks
Web Marketing 2.0


Social Bookmarking Sites Shape Our Focus

Thursday, February 15th, 2007

There’s a great article over at WSJ.com called The Wizards of Buzz offering a compelling look at the world of social networking sites like Digg, Del.icio.us and Reddit.

These Web 2.0 sites can often spike the traffic to an otherwise unknown site overnight by drawing attention thousands or tens of thousands of visitors. They are communities unto themselves, spreading good word-of-mouth about the things they see and experience online.

Of course, with success comes problems. Payola 2.0 is taking place, with unscrupulous (some would argue) marketers paying some of the heavy influencers on these sites for positive reviews of the sites in question.

With any WSJ.com article, it’ll only be available for a short time, so if you’re interested, read up on The Wizard of Buzz now.

Rich Brooks
I Digg, Therefore I Am


Microsoft Office Live Advisor is Spamming Me!

Wednesday, February 14th, 2007

Today I received an email from Microsoft Office Live Advisor.

Being a big time Mac user and fan, I know I never signed up for any Microsoft products. Recently I’ve been receiving emails (through our contact form) and phone calls reaching out to me regarding their whole Office Live thing, but I’ve either ignored the requests or gracefully declined.

Today I got an email with the impeccable subject line, "Picking a great domain name – TEST". [Great quality control, no?]

There’s an unsubscribe link at the bottom so I clicked on it. Instead of a page that confirmed my unsubscription, I got a page where I have to sign in with a Windows Live ID, which of course I don’t have.

However, I can sign up for a Windows Live ID, which seems an odd requirement to unsubscribe from their unsolicited email newsletter. Since I don’t want to do that, I find another link on the page that promises to allow me to manage my contact preferences from Microsoft, which I believe is corporate-speak for unsubscribing. Now, on a mission, I click that link.

My first option here is to go to the Microsoft.com profile center where I can choose whether I want to receive marketing messages from Microsoft. Hmmm…I thought that was the point of this page, but whatever. I click the link. I’m back to the previous page where they want me to sign up for a Windows Live ID. (Did I mention I never signed up for this freakin’ email newsletter to start with?)

I hit the back button and choose my second option, to manage my communication preferences from MSN and Windows Live. Is this where the email came from? I check and see it’s from "Microsoft Office Live Advisor." Well, the word "live" is in there. I click. I find myself on an MSN sign in page asking for my Windows Live ID or if I’d like to sign up for one. Hit the back button again.

The next option is to be able to subscribe or unsubscribe from MSN Newsletters. Well, the word unsubscribe is here, even though it doesn’t appear this is an MSN newsletter. I click on.

I’m asked for my email address. Since this is annoying but not unheard of when trying to unsubscribe from an email newsletter I enter it. I get the following alert:

Livealert

Virus and spyware scan? Don’t they realize I’m on a Mac? I hit "Cancel" and surprisingly it lets me move forward. Unfortunately I’m on a page entitled Register for MSN Newsletters. I’m required to login, which brings me back to the MSN sign in page. Argh! Let’s back up again.

The next option is to manage my XBox Live account, which I know is incorrect, (even though I do have an XBox 360, the beset thing to every come out of Redmond.)

The final option is only if I’m registered with the Microsoft Partner Programs, which I’m not.

So I guess even though I never signed up for this email newsletter I’m doomed to receive it for all time since Microsoft won’t let me unsubscribe to their opt-out email.

I guess there’s nothing left to do but blog about it….

Rich Brooks
Loyal Subscriber to Microsoft Office Live Advisor