Archive for July 2009

teachingJust the other day I did an interview with a columnist working on a story about people starting up a business venture while still employed. My take as an employer is that those individuals have a moral obligation to perform to that best of their ability for their current employer, however, my view is that every business should look at their employees as entrepreneurs, embedded in their business.

And by this I mean that they should encourage, teach, and empower them to act entrepreneurial, even as they perform the functions of their given job title. My belief is that entrepreneurial thinking and action leads to making decisions that are about getting results for the customer and the business in ways that traditional job training often stifles. (It might help to review my article – 7 Uncommon Traits of Successful Entrepreneurs)

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A pretty common question these days is “which social network is the best?” – And to that I usually say – “the one that helps you meet your marketing objectives” – and in that regard, many are great, but for different reasons.

LinkedInI really like some things about LinkedIn. It has always tended towards the service oriented professional, in my opinion, but it has plenty to like in the brand asset optimization world that all businesses live in as well. My advice for most business owners is to find a social network or platform that seems most suited to your business objectives and dive in pretty deep, focusing more casual attention on the others, at least initially. Going hard and deep into one network, like LinkedIn, is the only way to gain the momentum delivered by consistent work and engagement.

So, when it comes to LinkedIn – here are 5 tips to get more

1) Your Profile

This is a great brand asset so don’t waste it. Make it informative and optimized for search.

  • Add a photo – nothing says nobody’s home faster than the default icon
  • Get the branded URL – something like this is what you want http://www.linkedin.com/in/ducttapemarketing – it’s something you pick during editing
  • Links with Anchor text – link to your blog, products, workshops, etc. through the “other” tab and you can add anchor text for the link
  • Be descriptive – use the “Summary” to tell your story in a compelling way and add lots of keywords in the “specialty” section
  • Keep it active – LinkedIn has a status update feature, much like Facebook and twitter, that you should update routinely
  • Link to it – put links to your profile in your email signature and other online pages. Optimization is a two way street.

anchor
The image above shows the links on my profile with carefully selected anchor text that links to pages on my site. LinkedIn is one of the few social profiles sites that allows this.

2) Give to Get

When people view profiles one of the top features is something called recommendations. While these may feel a little fluffy when you read them, lack of them can be a competitive issue. You should acquire some recommendations and I find the best way to get them is to give them. Choose people in your network that you’ve worked with and write an honest statement of recommendation. Don’t be surprised if you receive some in return.

3) Show What You’ve Got

An overlooked feature on LinkedIn, in my opinion, is the Question and Answer function. By jumping in and answering questions thoughtfully you can demonstrate a given expertise while potentially engaging contacts that are drawn to your knowledge. The key phrase is thoughtfully answering. LinkedIn even has a rating system to reward people who give the best answers with some added exposure.

The flip side of this tip is to ask thoughtful questions. This can be a great way to get useful information, but it’s equally powerful as a tool to create conversations, discussion and engagement with like minded connections.

4) Lead a Group

Anyone can launch a group on LinkedIn and lead discussions and networking on a specific topic of interest. If you take this tip to heart and put some effort into a niche group you can gain added influence with your network, but groups are also open to the LinkedIn universe as a whole and some folks find that this is one of the strongest ways to build their network. Building a group around an established brand is also a great way to bring users or customers together.

5) Repurpose Content

Since members of your network, and those of the larger LinkedIn community, may only experience your brand on the LinkedIn platform, it’s a great idea to enhance your profile with educational information. This is best done using some of the 3rd party applications that LinkedIn has collected for this purpose.

  • BlogLink – displays your latest blog posts on your profile
  • Box.net – allows you to create links to files such as resumes and marketing kits
  • Slideshare – embeds slideshow presentations and demos
  • Company Buzz – scrapes twitter for mentions of your brand or other topics you assign

Bonus Tip

Some organizations, particularly those searching for employees, might really benefit from the new Customer Company Profile offerings. Using Custom Company Profiles, a company can provide a rich, multimedia overview of careers offered, through a variety of modules including recruitment messaging, employee/recruiter spotlights, jobs, polls and videos.

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The Google Local Business Center is a must visit for business in general, but certainly for businesses attempting to attract customer in their local community. As you may know, Google allows you to add your business to a directory and then enhance your profile with all kinds of information about your business, products, and services. This is a free listing and every small business should take advantage of it.

Google shows these listings when someone make what is obviously a geographic based search such as – Toledo plumber. The results show in what is called the Google 10 box above other listings. When someone clicks on one of these results they are taken to the profile through Google Maps.

Recently Google has added and integrated a couple of useful tools.

1) Now your Local Business Center account shows you analytics. You can see how many people are clicking on your profile, what search terms got them there and, for folks looking to find your business locally, where they came from based on their requests for driving directions. This is some pretty cool data, particularly for retail locations. It could help inform where you might spend some direct mail focus, for instance, and how you might optimize some of your web pages.

2) AdWords now allows you to connect your Google Local Profile to your AdWords account and, by doing so, you can ask Google to show your address, based on the location of the ad visitor, when someone views your ad. Google has dubbed this add-on Local Extensions. Once extensions are set up, Google will dynamically match your business locations to a user’s location or search terms and show the address with your text ads.

This could be useful for a business with multiple locations. Now, instead of having to set up multiple local ads you simply assign extensions to all your ads and Google will show the address of the best location based on where the user is located. Here’s the help page for more info on setting up.

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Marketing podcast with Andrew Lock (Click to listen, right click and Save As to download – subscribe now via iTunes

Andrew LockFor this episode of the Duct Tape Marketing podcast I spoke with unconventional marketer Andrew Lock of Help My Business Sucks! online TV fame.

Andrew discussed his path to marketing success, including his “how to use eBay to market your business” tip, but mostly we talked about what it takes to create, produce and promote an online TV show.

Internet TV (or at least a handful of educational videos) is a great tool for small business and with today’s technological advances it’s much easier than it once way. Andrew even sells a program to teach you what he’s learned. You can find it here

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lit pathThe other day I was conducting an educational workshop for folks interested in becoming Duct Tape Marketing Coaches. At one point I talked about presenting workshops as the primary way that coaches acquired customers and that it was an essential success factor for prospective coaches to consider.

One of the attendees then asked that, “if speaking for leads was the tactic that worked, why bother doing anything else?” And this, I fear, is at the heart of what trips some small business marketers up.

Lead generation, nurturing and conversion is a game of trust and momentum building and no matter the actual environment in which a customer is acquired, the path taken to getting them is usually lit with many other marketing related lights. In my example above, while it’s true customers often make the decision to hire a Duct Tape coach when they attend a marketing workshop, the decision process started perhaps, because the prospect had heard of Duct Tape Marketing, read about the workshop in the local paper, had a friend invite them to the workshop, and read testimonials and success stories on the coach’s web site. So, in effect, the workshop was merely confirmation that this individual might be someone that could help.

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guitar pickI’ve added a weekend post routine that I hope you enjoy. Each weekend I write a post that features 3-4 things I read during the week that I found interesting. Generally speaking it won’t involve much analysis and may range widely in topic. (Flickr image included here is also fav image of the week)

Enjoy!

Good stuff I ran across this week

  • Printcasting – Service allows anyone to start up and print a micro local print magazine. I could see some really cool business uses – real estate agents for example.
  • How to Promote an Event Using Social Media – OK, this is actually an article I wrote for AMEX OPEN Forum but it seems like folks really liked the advice and tools I shared.
  • Wibiya – A growing set of tools designed to promote and amplify blog content through Facebook and twitter integration. Uses the bottom of the page sticky toolbar that’s becoming more popular. I think this has some potential.

Image credit: matsuyuki

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meetupOne of the most common reason stated by small businesses for not embracing social networking is that they can’t measure or, worse yet, don’t believe there is any solid return on the investment of participation. I get emails almost daily from frustrated marketers who want to dive more fully into social networking, but can’t convince the boss that it’s worth it.

My response to the ROI roadblock is this – How does your boss measure the ROI of attending Chamber mixers, participating in Associations, and dropping in on networking luncheons? Done correctly, social networking on sites like Facebook is really no different – you don’t measure participation based on direct sales, you measure success based on identifying one potential strategic partner, acquiring one actionable bit of advice, or striking up a conversation or two that may eventually lead to developing a new customer. That kind of sounds like a set of solid networking objectives doesn’t it?

Of course this line of thinking assumes that you have identified a set of objectives for your offline networking, which often is not the case. But, the primary point here is to align digital networking with face to face networking and then create a set of objectives and subsequent strategies and tactics to get the most from both. But, job one is to wrap your head around social networking as, just that, networking.

Now, with job one out of the way, you’ve also got to tackle something I alluded to earlier – “done correctly, social networking on sites like Facebook is really no different” – this is where the boss is really coming from when they say there’s no ROI. So many people see social networking as a 24/7, hang out all day excuse for a job – and it can easily become that if you don’t identify and state objectives. You could also quite easily hang out at every at every networking event or meetup, join unrelated trade groups, and sponsor the local knitting club. (which would only be good if you sell yarn)

By identifying and clearly stating your objectives for social network participation (objectives not unlike those of participating in your local Chamber) you can more easily identify the networks that make sense, the type of engagement you need to create, and, most importantly, how much time and energy you can afford to invest to reach your objectives.

When you think strategically about all forms of networking the ROI picture becomes much clearer.

Image credit: AurelioZen

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Here’s my quick answer – “hell no”

customer serviceLet me start by giving you some back story to this post. I read and pointed out on twitter an article from Fast Company – here’s the tweet – @ducttape: Are You Building a Consumer-Facing Company? http://su.pr/2XxE7B the customer vs culture debate rages on. The gist of the article is that sometimes you have to bend to make sure the customer is ultimately served. But, a little voice inside my head said – at what cost?

I stated as much and drew a couple exchanges from customer service consultant @tedcoinecustomer is not always right/Rule #1: The customer is always right. Rule #2: If the customer is ever wrong, reread rule #1! and There is a certain surrender necessary in winning customer service. You have to BELIEVE the customer is always right, true or not – to which I owe the timing of this post.

I have no problem whatsoever with the premise of the article, but I’ve come across far too many small businesses that view this age old saying “the customer is always right” as a lone justification for taking abuse at the hands of life sucking customers.

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