Monday Mornings with Madison

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Online Marketing

Why SEO Should Matter To Every Business

Are you one of the many who don’t know what SEO stands for… and truth-be-told you don’t really care? Do you think that SEO is the marketing department’s concern? If you are the owner, Chairman, President, VP, CEO, COO, CFO, Controller, or the Director or Manager of a department in any company anywhere today, you should care about SEO. And if you are a salesperson, you should definitely care about SEO.

Let’s start with the basics. S-E-O stands for Search Engine Optimization. SEO is the process of improving the visibility of a website or web page in “natural” or un-paid (also called “organic” or “algorithmic”) search results. In a nutshell, SEO is the strategy of optimizing a myriad of components that search engines (such as Google, Yahoo or Bing) look at to determine a website’s (or page’s) ranking for a particular search term in order to improve the ranking. If you’re one of the many who think only the Marketing Department should be concerned with SEO, think again. SEO is something that should matter to every business leader, manager and salesperson. Continue reading

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To the Point: The Power of Being Concise

In a world where knowledge is power and information rules, there is a growing push to share ever more messages with others. Sales and marketing teams are focused on more ways to ‘get the word out’. Newsletters. Eblasts. Websites. Magazines. Advertisements. Journals. Handbooks. Pocket Guides. Articles. Press Releases. Tips. Search engines compound the problem by rewarding the generation of ever more content. But it doesn’t stop with sales and marketing efforts. Leaders are also intent on communicating their mission and focus to their staff, customers and investors. Fireside chats. Letters from the President. State of the Company Addresses. Strategy Sessions. Annual Reports. There is just so much to say. Talk… talk… talk. Words abound.

With so much focus on generating real and valuable information, showcasing expertise and sharing vision, businesses have adopted a ‘more is more’ approach to communication. More touch points. More words. Why use two words when you can write twenty? Why express in two minutes what can be said in said in a video in ten? Why send one communication when you can send five? Why publish a short blog post when the same information can be explained in a more detailed article? Indeed, what is noticeably absent in all that chatter is brevity. Lost is the art of being succinct. Yet, there is power in being concise. When it comes to business communication, sometimes less is more. So when is it best to be brief and why? And is it possible to be economical with words without being terse? Continue reading

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What Makes A Video Go Viral? – Part 2

Last week, we looked at the psychological drivers and emotional triggers that can cause a video to ‘go viral.’ Specifically, we looked at Kony 2012, a video that had been viewed nearly 80 million times, shared 8+ million times and generated 650,000+ comments (at the time of the writing of the article nearly 10 days ago). In addition to being #1 on the video viral chart for the last two weeks, the same video with Spanish subtitles is also ranked #11 on the Video Viral Chart.

What was interesting about the Kony 2012 video was that it wasn’t selling a product or service. The video’s goal was to raise global awareness about Joseph Kony (who has been indicted by the International Court of Justice for crimes against humanity… particularly against children) and lead to his capture. In that regard, the Kony video was a call to action. From a purely marketing perspective, the video’s message was successful in generating strong emotional responses from viewers, educating viewers on a little-known topic, and aligning itself with a cause to which most people could easily identify and support. These are considered some of the key psychological drivers that cause a video to be widely shared.

One may wonder, though, if brand-generated videos (such as a webisode or a commercial) could possibly generate such strong emotional responses as the Kony 2012 video did. The simple answer is yes. Even brand-generated videos can and do ‘go viral.’ But it doesn’t happen automatically. There are factors that spur the viral effect. Read more to understand why some videos go viral. Continue reading

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What Makes A Video Go Viral?- Part 1

Arguably the biggest challenge that businesses face today is for their brand to be ‘known’ — seen and heard – by clients and potential clients despite the onslaught of marketing noise bombarding our eyes and ears from all directions. Newspapers. Magazines. Television. Radio. Social media websites. Emails. Blogs. Even if someone tries to ‘turn off’ the noise and disconnect from telecommunications, it would still be impossible in the industrialized world to completely avoid marketing messaging. Billboards. Bus benches. Street signs. Unsolicited circulars (a/k/a junk mail). Marketing is everywhere. The challenge for any businesses, then, is to cut through the clatter so that potential customers can receive their specific message.

Yet, some messages are being delivered to millions of people with little cost or effort. That is what happens when a video ‘goes viral’. Case in point. One 30-minute video posted on March 5, 2012, just 13 days ago, has been viewed 77,384, 697. That same video has also been shared on Facebook 8,012,263. Since the average FB user has 120 confirmed friend connections, that means that potentially, in time, 961,471,560 people may end up viewing that video. (Note: Studies also show that people will remain watching a video three times longer when it has been shared by a friend, as opposed to finding it online themselves.) Additionally, that video has been posted on 7,472 blogs and has had 643,616 people post comments about it. Indeed, that video is currently the #1 video online, according to the Video Viral Chart. What causes a video to ‘go viral’ (marketing-speak meaning to spread like a virus)? Opinions abound. But new research provides some real insight on what causes a video to ‘go viral.’ Read on to learn more. Continue reading

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Something Old. Something New.

Part 1 – Mixing Old and New Strategies To Achieve Success

There was an old English rhyme that said “Something Old, Something New, Something Borrowed, Something Blue, And A Sixpence in your Shoe.” It was told to brides on their wedding day. Something old represented continuity. Something new offered optimism for the future. Something borrowed symbolized borrowed happiness that came with becoming part of a new family. Something blue stood for love and loyalty. And, a sixpence in your shoe was meant as a wish for good fortune and prosperity. The tradition was that brides who did these things on their wedding day would have a happy and successful marriage.

Most business owners and entrepreneurs surely hope for the same happiness and success in business as brides do in marriage. This week, we begin by apply the saying to business as we think about what has worked in the past and what new things to try in 2012. We’ll start by rethinking an old – but valuable – marketing strategy that helps promote brand continuity. We’ll also investigate a new marketing trend that is helping customers connect to businesses in a new way, generating a new optimism about branding for the future. Continue reading

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One Thing: Every Business Should Find Theirs

Customer service is a topic that eventually finds its way into practically every dialogue about business at one point or another. Business school professors expound on the importance of it. Writers of blogs, columns and broadcasts wax poetic about it. Executives ponder over how to improve it. Customers complain when they don’t get it. It is a quintessential concern of any good business. It is also the failing of many businesses, new and old. Good customer service, it seems, is a moving target that many businesses fail to hit at one point or another. Tales of consistently great customer service are almost as unbelievable as stories about the Tooth Fairy, leaving many to wonder if being able to provide great customer service consistently is really only a fairytale.

Why is it so hard to deliver great customer service consistently? The reason is because customer service is actually much more than the exchange that happens between a customer and the business right at the point of sale. Customer service is inherently a part of every interaction between the customer and the brand from initial interaction until well after the sale is completed and the product or service is delivered. Customer service is part and parcel of the product or service, not just the interactions between customer and company. It is the responsibility of every employee in every department, from research and development to marketing and from manufacturing or operations to accounting.

One needn’t look very hard to find examples in the media of customer service gone terribly awry. But there are many organizations that do have a handle on good customer service. They have identified the one thing that matters most and focused on getting that single thing right. Continue reading

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DOES CUSTOMER RESPONSE TIME MATTER?

Customers do not like to wait. The golden rule in business is that customers should be helped right away. We’re not talking about a manufacturer making a customer wait for the release of a new product or model… which can actually increase brand value by creating excitement and buzz. Instead, we are referring to the time a customer actually waits to be assisted with whatever they need from the business. At an office, a client that is made to wait more than 10 minutes for a scheduled appointment will be irate. At a store, a customer who sees a long line to pay might drop their purchases and leave. At a restaurant, a waiter is expected to welcome patrons within a few minutes of being seated.

Timeliness is directly related to customer satisfaction and customer repeat business. Wait time has an effect on customers that is similar to the effect of price. In fact, many economists view wait time as a form of price. Customers are aware of the price demanded in both money and time and adjust their behavior accordingly.

Clearly, response time matters when servicing a customer in person, but what about on the World Wide Web? Does a company’s response time online matter? For example, does the speed in which a company replies to a customer’s inquiry or request online (speed-to-call rate) really impact whether the ‘lead’ converts to a sale? If you answered yes, you’re absolutely right. However, the extent to which response time impacts online lead conversation may be surprising. Continue reading

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LEVERAGING LINKEDIN – PART 6

Joining and Participating in LinkedIn Groups You’ve joined LinkedIn, created an impressive Profile and linked to all of your colleagues, coworkers past and present, schoolmates and associates.  Is that enough?  No.  While that was a lot of work, that work … Continue reading

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LEVERAGING LINKEDIN – PART 5

Strategy For Linking To Others Over the last four weeks, we explored how to set up a complete and compelling professional profile on LinkedIn.  If you’ve done the work of establishing a profile that really reflects who you are as … Continue reading

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LEVERAGING LINKEDIN – PART 4

New Ways To Make Your LinkedIn Profile Pack More Punch Over the last few weeks, we’ve been looking at how to leverage the power of LinkedIn by creating a personal Profile that really grabs readers.  In one web page, your … Continue reading

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