SEO Column

Everyone is constantly looking for ways to acquire new clients, but few marketers worry about client retention. When economic times are tough the natural instinct for many is to first panic, and then aggressively search for new business. The best marketers know that just the opposite is the right approach. Finding new business is important but if you are completely ignoring your current client base you will lose the business that you take for granted.

Customer Loyalty is extremely important to any business regardless of the economy. When the economy is down it becomes absolutely vital to retain customers. You aren’t the only business that may be feeling the pinch. Think about all of your current clients that are looking for ways to save money right now. You better hope they have no doubts about the value you provide their business. If you have done a poor job at retaining a high level of customer satisfaction you will be part of their first cuts.

Having a strong customer loyalty strategy will also help you acquire new business. Word of mouth is still one of the most effective ways of increasing sales. About 40% of your most loyal customers will recommend your services to others. Only about 10% of your clients that are relatively satisfied will recommend you. Unhappy customers will not recommend you and might actually convince others to not do business with you.

So where to start? The first step is to develop a strategic business plan that concentrates on retention instead of acquisition. Part of the plan will be to have a customer loyalty program in place. You can look to create this yourself or outsource to professionals. The program will help you with loyalty research that allows you to listen to your clients and find out what they are happy with and what they are unhappy with.

There is customer loyalty software available that can help you measure this. The ultimate metric you will be evaluating is your Net Promoter score. The Net Promoter score measures one simple thing – “How likely is it that you would recommend a company?” The details that surround your score are the elements you will look to adjust to increase your score.

This post focused on elements relating to design, content and development. This time, we’ll move onto the important issue of Search Engine Optimization (SEO).

SEO is such a hot topic these days. How do you get your web site within the first page or two of the search engines? How do you increase your Google page rank?

There are companies who dedicate themselves full time to doing SEO at a pretty penny. Something a lot of people can’t necessarily afford to pay for or spend the time on.

However, there are some simple things you can do when building your site that will help increase your chances of having good results. In no particular order, below are 10 of these items…

1. Title Tag

Near the very top of a web site’s source code you’ll find various meta tags — the standard ones being the Title, Description and Keyword tags. The title tag is technically not a meta tag, though it is commonly associated with them. The title tag plays such a large role in the indexing of your web site, that it is considered the most important of the three.

A page title is the first thing a search engine will look at when determining just what the particular page is about. It is also the first thing potential visitors will see when looking at your search engine listing.

It’s important to include a keyword or two in the title tag — but don’t go overboard - you don’t want to do what’s known as “keyword stuffing” which does nothing but make your web site look like spam. Most people will include either the company name, or title of the particular page here, as well.

2. Meta Tags

There are two primary meta tags in terms of SEO — the description and the keyword tag. It’s debatable whether the search engines use the description tag as far as ranking your results. However it is one of the more important tags because it is listed in your search result — it is what users read when your link comes up and what makes them decide whether or not to click on your link.

Be sure to include a few relevant keywords in this tag, but don’t stuff it with keywords either. The description tag should read like a sentence — not a keyword list.

Due to “keyword stuffing” many search engines now completely disregard the keyword tag. It is no longer nearly as important as it was years ago, however it doesn’t hurt to include them in your source code.

When creating your keyword list, you’ll want to think of the specific terms people will type in when searching for a site like yours. Just don’t go overboard — too many duplicates are not a good thing (as in “web designer” “web designers” “custom web designer” “html web designer” “your state here web designer” - you get the idea). Those are all basically the same, so pick one or two variations at the most and move onto the next keyword.

3. Proper Use of Heading Tags

This is a very important element to consider when writing out your site copy. Use of heading tags helps users, web browsers and search engines alike know where the major key points of your copy are.

Your main page title should use the <h1> tag — this shows what your page is about. Use of additional tags, such as <h2> and <h3> are equally important by helping to break down your copy. For one, you’ll see a visual break in the text. But as far as the search engines are concerned, it will automatically know what your topics are on a page. The various heading tags give a priority to the content and help index your site properly.

4. Alt Attributes on Images

Putting alt attributes on your images actually serves two purposes. In terms of SEO, putting a brief yet descriptive alt attribute along with your image, places additional relevant text to your source code that the search engines can see when indexing your site. The more relevant text on your page the better chance you have of achieving higher search engine rankings.

In addition, including image alt attributes help the visually impaired who access web sites using a screen reader. They can’t see the image, but with a descriptive alt attribute, they will be able to know what your image is.

5. Title Attributes on Links

Including title attributes on links is another important step that any good web site will have. That’s the little “tool tip” that pops up when you place your mouse over a link. These are especially important for image links, but equally useful for text links.

As a note, you should use descriptive text for your links. “Click here” doesn’t really tell a person - or more importantly, the search engines — what the link is. At the very least put a title tag that will explain that “Click Here” really means “Web Design Portfolio” for example. Better yet - make the main link text something like “View my web design portfolio” — this will give some value to the link showing that the resulting page is relevant to searches for portfolio’s.

6. XML Sitemap

Sitemaps are used by web visitors to help them navigate through your site themselves. However, there’s another version — XML sitemaps — that are used by the search engines in order to index through your site, as well.

This list of ALL pages / posts / etc. of your site also includes information such as the date the page was last modified, as well as a priority number of what you feel the most important pages of your sites are. All elements that help the search engines properly find and link to all content of your site.

7. Relevant Content

Having content relevant to your main page or site topic is perhaps the most important SEO aspect of a page. You can put all the keywords you want in the meta tags and alt image tags, etc — but if the actual readable text on the page is not relevant to the target keywords, it ends up basically being a futile attempt.

While it is important to include as many keywords in your page copy as possible, it is equally as important for it to read well and make sense. I’m sure we’ve all seen keyword stuffed pages written by SEO companies that honestly don’t make much sense from the reader’s point of view.

When creating your site copy, just write naturally, explaining whatever information you’re discussing. The key is to make it relevant, and to have it make sense to the reader. Even if you trick the search engines into thinking your page is great — when a potential customer arrives at the site and can’t make heads or tails of your information and it just feels spammy to them — you can bet they’ll be clicking on the next web site within a matter of seconds.

8. Link Building

We’ve probably all heard of Google Page Rank — it seems to be every web site owner’s dream to have as high a page rank as possible. While the algorithm for determining page rank encompasses many elements, and is constantly changing, one item is the number of links pointing to your web site.

Now, you’ll want to steer clear of link farms and other spammy attempts at getting links to your site. However there are many reputable and niche directory sites that you can use to submit your web site, or specific blog articles to.

With genuine content — especially if you have a blog — you’ll be able to generate links with other web sites and blogs, as well. It’s somewhat of a give and take, in that if you link out to other sites, you’ll find sites linking back to you  — and hopefully see your page rank going up, as well!

9. Social Media

Although technically not SEO, Social Media is such a growing factor in getting your web site noticed, that it’s an important element to include in your plan.

Social media ranges from social networks like Twitter, Facebook and LinkedIn — to social bookmarking sites such as Delicious, Digg, StumbleUpon and many more. There is a lot of relationship building involved, but as you build your own networks and build quality content on your web site or blog, you’ll see traffic to your web site increasing, as well.

As with any relationship, it is a give and take. Don’t just expect to join a site like Twitter for the pure sake of pushing your content. That just won’t fly — your true intentions will stick out like a sore thumb and do nothing but turn people off.

Even if you are on the site purely for networking reasons, the key is to make friends. Help out members of your network if they ask for a “retweet” or Digg, give helpful advice if asked, etc. You’ll see the same in return.

If you write a great post and have built meaningful relationships with peers in your  niche, you’ll often find that friends will submit your posts and give you votes on the social bookmarking sites. The more votes you receive, the more likely your post is to be noticed by others and shared around, often resulting in additional link backs from other blogs, etc.

10. A Few SEO Don’ts — Flash and Splash

Along with any list of Do’s come the Don’ts. As far as SEO is concerned, two of these items are splash pages (often consisting of a flash animation) and all flash web sites.

Yes, flash is pretty! Full flash web sites can actually be amazing to look at — their own bit of interactive artwork. But unfortunately the search engines don’t get along well with Flash. Although there is talk of possible advancement in this area, for the most part the search engines cannot read Flash.

All that great content that you wrote for your site will not be seen by the search engines if it’s embedded into a Flash web site. As far as the search engines are concerned, your all flash web site might as well be invisible. And if the search engines can’t see your site content, a good chunk of potential customers will miss out on what you have to offer, too.

Equally as “pointless” are splash pages. Once very popular, the splash page should no longer be an important feature of any site. While splash pages used to serve as an introduction into a web site (often with a flash animation), it is no longer seen as helpful, and often times might actually annoy visitors.

For one — it’s an extra click to get into your content. Worse is when you don’t give a “skip intro” option or set of links into your main site content — because you’re essentially forcing your visitors to sit through the full animation. If you’re lucky, this will only annoy them… if not — they’ll just leave without giving your main web site a shot. And without an html link pointing into your site, the search engines have no way to continue either (unless you made use of a sitemap.xml file — but still…)

A good alternative to both issues is to make use of a flash header. There’s no problem to include a flash animation at the top of your main site, or as a feature within the content area, etc. Because this is an addition to your web site, as opposed to a full separate element.

I came across an interesting way Yahoo pulls results that doesn’t seem to be accurate. The company I’m currently working with, Sona MedSpa, which offers laser hair removal, botox treatments and body contouring had some necessary cleanup issues I was faced with. Before I begin, notice the services Sona offers.

After doing a few searches, I found the below description shows up for the brand, sona medspa.

Ok, does that seem to match Sona’s services? They do have a center in Dallas but sure don’t offer Hair Cuts!!. I did some investigation and read up on how yahoo pulls search results. There was an area in their FAQ’s that stated many of the results are pulled from The Open Directory and the Yahoo Directory . I did searches and they didn’t show up which continued the confusion.

Yahoo suggested adding these two tags to prevent pulling from those sources.

<META NAME="Slurp" CONTENT="NOODP">
<META NAME="Slurp" CONTENT="NOYDIR">

After a few days, nothing again.  Now I know it takes weeks for a page to be spidered but I was ancy so I contacted Yahoo to see if this was a potential fix. I got a response back from a guy/girl named “Sky”, (yes, I laughed too!) that stated the info was being pulled from Idearc.com which is the parent company of YellowPages.com. Sky suggested I contact YellowPages to updated the listing.I then did a search there and nothing came up again.

Frustration insued and I contacted “Sky” again to inquire why Yahoo pulls results rather than spider and index the page directly. I got an email back this morning stating that an engineer researched the case further and determined the below response:

Hello Dan,

Thanks for writing to the Yahoo! Search and Directory Support.

I apologize for the delay. Our engineers have investigated this matter and we’re getting this information from a company called PositionTech which works together with Idearc. According to our engineers, Idearc needs to contact PositionTech to have this information corrected. The feed in question is called “Idearc_Local_Aggregate__Feed”. I apologize for the inconvenience.

Thank you again for writing to the Yahoo! Search and Directory Support.

Regards,

Sky

Search & Directory Support

Yahoo! Inc

Ok, so I found that PositionTech.com is a search marketing firm that works with YellowPages. Again I thought about it and realized why would Yahoo be doing this. I emailed sky back to have it corrected and again asked why Yahoo woukld be doing this rather than going to the site directly. I’m stil waiting on a response but this situation reconfirms my distaste for Yahoo and their practices. I plan on following up as soon as “Sky” looks int the matter.

SEO is synonymous with ranking on the first SERP page in Google. Optimizing a site for Google means getting links, many links, no matter what. Defining and redefining SEO will not change the way these people perceive it. This is not an article for them. Those webmasters who optimize solely for Google are basically targeting only 70% of the search engine market, and disregarding the rest.

This is for those who have heard of social networking but don’t exactly know how it applies to SEO and want to use all possible SEO channels to drive more traffic and to gain more customers. This article will prove what “real” SEO value is to be expected from services like Twitter.

Does twitter Pass Any Link Juice?

Since Twitter started gaining popularity the question about its “SEO value” has been on the minds of many webmasters who obviously want to boost their placement into Google’s SERPs. But using Twitter for “link juice” is a lost battle in Google’s ranking methodology.

Twitter adds a “nofollow” attribute to links submitted by its users. The “nofollow” attribute advises Google, and a few other search engines, to ignore the link. Some of these follow the links but exclude them from their ranking calculations (Yahoo!, Google); some ignore the links completely (MSN). The only known search engine that doesn’t comply with Google’s “nofollow” at all is Ask.com. This example alone shows that Google’s algorithms are not the gospel for all search engines.

According to compete.com, Ask.com owns about 2.5% of the search engine market share. The same source shows that in November 2008 there were 255 million search queries on Ask.com. This is nothing compared to 7235 millions on Google, but can you seriously disregard a source of such traffic? Ask.com is a potential gate for visitors that could convert into customers.

So let’s ask the question again, shall we? Does Twitter pass any link juice? For Ask.com it does.

Do tinyURL Shortened URLs Have SEO Value?

The short answer is yes. TinyURLs are dynamically created URLs that redirect users to the real URL via 301 (permanent redirect). Search engines do not index TinyURLs, but index and pass PageRank to the actual URLs instead. The problem with Twitter, as we already discussed, is the “nofollow” attribute added to all submitted links.

Are There Any Other Possible SEO Advantages with Twitter?

As I already said, SEO is not only about building links. Optimizing a site is about creating and promoting content that can be regarded as a resource. “Creating” is “onsite SEO.” “Promoting” is “offsite SEO.”

Every time you submit your site to a directory you “promote it” – meaning that you do “offsite SEO.” Every time a link to your site is published somewhere on the web a gate to your site is being opened. People don’t care about “nofollow” attributes. If they see a link and they think the content it leads to is interesting, they follow.

When visitors land on a page from an exterior link some other metrics are affected: number of unique visitors, number of page views, and time on site. These metrics matter for the search engines more and more; since all other variables are so easily gamed (links and keywords are all subject to spam and black hat SEO strategies).

To make a long story short: although Twitter is a social media tool meant to create community and relationships, it does have an SEO value. For example, Twitter can affect positively your Alexa rankings by sending visitors to your pages. Usage data is a sign of quality for Google and all the other search engines. If you can make people come to your site via Twitter, then this is an SEO advantage you cannot afford to miss.

I’ve often spoken about different link-building strategies. Generally, we can break them down into two categories: chasing links vs. link baiting (letting them chase you). Both methods have their pros and cons, and I’ve found that a mixed approach of link acquisition and link baiting is the best method.  I’m going to talk  about how each works and the best startegy to use. Whether you are a link chaser or the one who chases, both strategies are important to any link building campaign.

The Thrill of the Chase

Chasing links is the traditional way of building links. This includes things like submitting your site to directories, creating press releases, submitting articles and comments with your site link and anchor text, and other strategies. While it’s the most common way to acquire links, it’s also the most time-consuming, labor-intensive approach. But who is going to disparage a tried and true technique with results?

Step 1: Identifying link targets. First off it’s important to consider and research the links that are most valuable to your site. One way to do this is to look through search engine results to see the top spots for your keywords, and attempting to acquire links from those sites. Another way is to look at your competitors and see what links they are getting (Yahoo Site Explorer is great for this). Personally, I like the latter method because you know that if your competitor obtained a link, surely you can too.

Step 2: Categorize your target sites. There are different kinds of sites and each will require a unique approach, so you should look at where the most valuable links are coming from. Are they from blogs or news items? From link directories or review sites? By understanding the kinds of links you’re after, you can nail down your approach and employ specific strategies.

Step 3: Approaching the link target. As with any chase, approaching the target deftly and surely is of great importance. Press releases, for instance, have a particular format and style. Your success rate will be higher if you follow the guidelines and focus on a specific, newsworthy idea. Link directories also have their own rules and guidelines. Read them carefully and make certain you meet the qualifications before submitting. (Notice that I am assuming that the directory will review your site. That’s because a directory without an editorial board, one that lets every site in, probably isn’t worth your time as it will be demoted by search engines, either now or sometime soon.) Some blogs accept paid reviews, but probably the best ones won’t. Study what authority sites are already linking to so that you have the right idea of what to present them with. Always get the right contact information, an email address or phone number, and do things in an individual, personal, and personable manner. The chase of link building is a refined art!

Pros

Chasing after links allows you to be more selective and gives you greater control over your link structure and link text. It’s going to be naturally high quality and diverse.

Cons

The obvious con is the time and labor required to get the link. Chasing after links isn’t something you want to be outsourcing because it requires personal rapport. It necessitates having your own voice and building a connection with representatives of other sites. Clearly it also takes a whole lot of time and patience.

Link Exchange Caution

Sometimes when you ask for a link, the site owner or blogger wants something in return, including a link back to their site. While this is standard practice, you don’t want to get involved in too many link exchanges because it could create an artificial-looking link profile. This is especially true if you use the same keyword-rich anchor text every time. Search engines are getting better at noticing this. Get your brand name out there first, and then start with keyword anchor texts.

The Pleasure of Being Chased

A less traditional but highly effective way of getting links is doing just the opposite—getting people to link directly to you without asking. Often called link baiting, the idea is to create viral content so powerful that it attracts links. This might come in the form of a useful step-by-step guide, a widget, an online tool, or a really funny viral video. All of these call for a slightly different strategy, but it’s always a similar process. Clearly, it also requires creativity and it involves more risk, but there are experts who can help you take a good idea where it needs to go.

Step 1: Identify the influencers. Instead of link targets, we identify the influencers. These are the what Rand Fishkin calls the linkerati. They are the people who will talk about your content, include a link, and by the sheer volume of people who view their sites, you’ll get even more links. Social media sites are probably some of the best sources for influencers (Digg, StumbleUpon, Sphinn, etc.). A lot of journalists and other people interested in news go to these sites.

Step 2: Choosing your content. You must understand which kinds of content do well on those sites, but the basic idea is quite obvious. I’ve spoken before about creating content that drives emotion—stuff that is often even controversial. That’s what gets people excited and talking. Of course controversial content may not be right for your particular brand, but that doesn’t mean you can’t come up with interesting resources. Often you can look at things that have done well before and decide how you can make something better or go at it from a different angle.

Step 3: Promoting the content. Submit your content to social sites or other places where you can get exposure. Titles are very important in social media because it encourages people to read and some people vote based just on that. It’s also a good idea to begin building relationships with power users, or become one yourself—power users have more of a following on social media sites so they get more votes, increasing your chances for exposure and links. I’d like to be one myself, but I barely have enough time to blog!

Pros

When successful, a good link bait will yield a massive amount of links. Ultimately, it requires less effort and is more cost effective. People will link to you with lots of different kinds of anchor text and from many different kinds of sites, giving you a very natural link profile.

Cons

While the pros are really outstanding and hard to ignore, link baiting is more risky. You’re not guaranteed to be successful and, more than likely, it will take you a few tries to learn the ropes. The results are also unpredictable; you could get just one or two links, or hundreds. Finally, it bears mentioning that you’ll have little control over your link structure and link text. While I’ve stressed that you don’t want an artificial link structure, the point really is about ranking for specific keywords. A bunch of random traffic will get you hits, but not necessarily for the keywords you truly want.

Adjusting to both strategies

The secret to link building truly rests in finding the proper mix of both chasing links and being chased. I don’t think that link acquisition should be an either/or scenario. I recommend starting with 50/50 investment both in time and money for each type of link acquisition. Diversifying is also a sound strategy for your budget because, after all, link baiting may be cost-effective, but it’s risky. Eventually you may want to shift to something more like 80/20 for what works for you and your site. In my experience, this is inevitably viral content and link baiting, but I’d be curious to hear your thoughts.