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Customer Relationships Are Like a Good Marriage

Customer service has some similarities to a marriage. If neglected, the relationship will break down, and communication is critically important. Neither type of relationship is ever easy or perfect. But here is a message I sent to my staff today, pointing out how a good customer service relationship should be similar to a healthy marriage...

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Our new research reveals 3 costly mistakes 99.6% of small businesses are making with their websites

We just completed a research study and the results were a little frightening. We looked at the websites for hundreds of small businesses in our local area, and checked them on 9 costly mistakes that we tend to see people make on their websites. When looking at 3 of the most costly mistakes, we found that 99.6% of local businesses were making at least 1 of these 3 mistakes.

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Organizing your website content

One of the most important steps of a website design process is determining how you will organize your content. Your goal should be to consolidate your content into no more than 7 top-level navigation sections. Each of these top level sections can have sub-pages... even sub-sub-pages... but even with tens of thousands of pages, you should be able to organize your content into 7 sections or less.

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SEO: Why Links Matter

Whenever we design a website for a client, we do a lot of search engine optimization work - to help ensure that Google and the other search engines can find the content. However, the structure of the site is only half the battle. Once your site is structured the right way, it's extremely important to get inbound links that point people back to your website.

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A tale of two Super Bowl Ads

The most effective Super Bowl ad this year was, in my opinion Google's ad called "Parisian Love." It was so simple that anybody could have created it with their computer. Yet it told a clear story, demonstrated their product, and pulled at the heart strings of viewers. Well done Google, well done.

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The College Graduate’s Guide To Finding a Job

When I went to college in the late 90s, there was an attitude among some of my classmates that a college diploma would be like a "golden ticket" to finding a great job. I suppose that was the case at some point, but it surely wasn't true in the late 90s.Today, college graduates are negatively affected more than any other demographic with this economy.

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Billy Mays Leaves a Positive Example for Sales & Marketing Pros

Billy Mays was found dead in his Tampa, FL home Sunday morning, possibly connected to a blow to the head he received the night before onboard a US Airways flight. As a marketing professional, I am saddened by the loss. Mays was a man of character. He gave our profession a positive example, in a field that's often overshadowed by manipulative people who will say anything to make a quick buck.

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Do you know what are people saying about your company on social networks?

Do you know what people are saying about your company? The rapid growth of social networking has both simplified and complicated things all at the same time.Our only challenge used to be making sure people said positive things about our companies when they talked to their friends.Now we have to keep up with the techno-savvy people too -- the bloggers, reviewers,YouTubers, twitterers, facebookers, and much, much more.

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New Google AdWords Tool for adding quotes and brackets to your keywords

If you do pay-per-click campaigns, you probably know that one best practice is to add brackets and quotes to your keyword list - which makes them a phrase match or exact match. It's simple, but repetitive and time-consuming to do that by hand -- especially if you have hundreds of keywords for each ad group as I do. Here's a simple tool my team just created to help me convert my keyword lists on the fly.

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Update on Archway Cookies

In October I blogged about some bad news -- the sudden closing of Archway Cookies here in Ashland Ohio.Late last week we learned that Lance Inc. -- the Charlotte-based company who bought the assets of Archway Cookies -- will be reopening Archway cookies.

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How to double your revenue with email auto-responders

Imagine if you could walk up to the prospective customers who are looking at your company's website and ask if they're ready to buy. What would they tell you? In fact, if you asked every website visitor -- how many do you think would be ready to buy your products or services right now... today... right on the spot? If you're selling expensive products or services, it's probably no more than 3%. So what are you going to do with the 97% who "walk out" of your "online store" without making a decision to buy?

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