Tag Archive | "Clients"

Have Your Agency’s Clients Considered a Local Product Kiosk? Google Has.

Posted by MiriamEllis

File this under fresh ideas for stagnant clients.

It’s 10:45 at night and I’m out of:

  • Tortillas
  • Avocados
  • Salsa

Maybe I just got off of work, like millions of other non-nine-to-fivers. Maybe I was running around with my family all day and didn’t get my errands done. Maybe I was feeling too sick to appear in a public grocery store wrapped in the ratty throw from my sofa.

And now, most of the local shops are closed for the night and I’m sitting here, taco-less and sad.

But what if it didn’t have to be that way? What if I could search Google and find a kiosk just a couple of blocks away that would vend me solutions, no matter what time of night or day?

Something old is becoming new again, just like home delivery. And for your agency’s local business clients, the opportunity could become an amazing competitive advantage.

What’s up with kiosks?

Something old

The automat was invented in Germany in the late 19th century and took off in the US in the decades following, with industry leader Horn & Hardart’s last New York location only closing in 1991. These famous kiosks fed thousands of Americans on a daily basis with on-demand servings of macaroni, fish cakes, baked beans, and chicory coffee. The demise of the automat is largely blamed on the rise of the fast food industry, with Burger Kings even opening doors at former automat locations.

Something new

A couple of weeks ago, I was watching an episode of my favorite local SEO news roundup in which Ignitor Digital’s Carrie Hill mentioned a meat vending kiosk. I was immediately intrigued and wanted to know more about this. What I learned sparked my imagination on behalf of local businesses which are always benefitted by at least considering fresh ideas, even if those ideas are actually just taking a page from history and editing it a bit.

Something inspirational

What I learned from my research is that the Applestone Meat Company is distinguishing itself from the competition by offering a 24/7 butcher shop via two vending installations in the state of New York. They also have a drive-up service window from 11am–6pm, but for the countless potential customers who are at work or elsewhere during so-called “normal business hours,” the meat kiosks are ever-ready to serve.

CEO Joshua Applestone says he was inspired by the memory of Horn & Hardart and he must be one smart local business owner to have taken this bold plunge. The company has already earned some pretty awesome unstructured citations from the likes of Bloomberg with this product marketing strategy and they’re planning to open ten more kiosks in the near future.

But Applestone isn’t alone. A kiosk can technically just be a fancy vending machine. Check out Chicago startup Farmer’s Fridge. They recently closed a $ 30 million Series C round led by one-time Google CEO Eric Schmidt’s Innovation Endeavors. Their 200+ midwestern units provide granola, Greek yogurt, pasta, wraps, beverages, and similar on-the-go fare, and they donate leftovers to local food pantries.

Americans have long been accustomed to ATM machines. DVD and game rental stations are old news to us. We are nowhere near Japan, with its sixty-billion-dollar-a-year, national vending machine density of one machine per 23 citizens, and its automated sales of everything from ramen to socks to umbrellas. Geography and economics don’t point to the need to go to such a level in the US, but where convenience is truly absent, opportunity may reside. What might that look like?

Use your imagination

My corner of the world is famous for its sourdough bread. There are hundreds of regional bakeries competing with one another for the crustiest, lightest, most indulgent loaf. But, if you don’t make it to the local stores by early afternoon, your favorite brand is likely to have sold out. And if you’re working the 47-hour American work week, or gigging California night and day but don’t want to live on fast food, you’d likely be quite grateful to have your access to artisan baguettes restored.

Just imagine every bread bakery around the SF Bay Area installing a kiosk outside its front door, and you can hear the satisfied after-hours crunching, can’t you?

Applestone is selling unprepared meat, Farmer’s Fridge is selling prepared meals, and almost anything people nosh could be a candidate for a kiosk, but why should on-demand products be limited to food? I let my imagination meander and jotted down a quick list of things people might buy at various off-hours, if a machine existed outside the storefront:

  • Books/magazines
  • Weather-appropriate basic apparel (sweatshirts, socks, t-shirts)
  • First aid supplies
  • Baby care supplies
  • Emergency electronics (chargers, batteries, flashlights)
  • Basic auto repair supplies (headlight bulbs, wipers, puncture kits)
  • Personal care products (bathroom tissue, toiletries)
  • Office supplies (printer ink, paper, envelopes, stamps)
  • Household goods (lightbulbs, laundry soap, pantry basics)
  • Pet supplies
  • Travel/camping/athletic supplies
  • Basic craft supplies, small games, gifts, etc.

What if customers who do their morning bike ride at 5 AM knew they could stop by your client’s kiosk to fix a punctured tire? What if night workers knew they could pick up a box of light bulbs or bandages or cat food on their way to their shift? Think of the convenience — in some instances even life-saving help — that could be provided to travelers on the road at all hours, members of your community who are housing-insecure, or whole neighborhoods that lack access to basic goods?

Not every local business has the right model for a kiosk, but once I started to think about it, I realized just how many of them could. I’m initially envisioning these machines being installed at the place of business, but, where the scenario is right, a company with the right type of inventory could certainly place additional kiosks in strategic locations around the communities they wish to serve.

Kiosk Local SEO

Clearly, kiosks can generate revenue, but what could they do for clients’ online presence? The guidelines for representing your business on Google already support the creation of local business listings for ATMs, video rental stations, and express mail dropboxes. But I went straight to Google with the Applewood example to ask if this emerging type of kiosk would be permitted to create listings. They were kind enough to reply:

Twitter DM from Google rep: kiosks are able to create listings, as per guidelines

The link in the Twitter DM reply just pointed to the general guidelines, and I can find no reference to the term “Food Kiosk listing” in them. It’s the first time I’ve ever heard this terminology. But, clearly this representative is naming food kiosks as a “thing.” Google, it seems, is already quite aware of this business model. And the proof of their support is in the Maps pudding:

My, my! Talk about having the ability to hyperlocalize your local search marketing to fit Google’s extreme emphasis on user-to-business proximity. Enough to make any local SEO agency see conversions and dollar signs for clients.

Tip #1: Helpline phone numbers

I’ve written about ATM SEO in the past for financial publications, and so I’ll add one important tip for creating eligible Google listings for kiosks: guidelines require that you have a helpline phone number for kiosk users. I would post this number both on the listings and on the units, themselves. Note that this will likely mean you have a shared phone number on multiple listings, which isn’t typically deemed ideal for local search marketing, but if kiosks become your model and you avoid any semblance of creating fake listings, Google can likely handle it.

Tip #2: Unique local landing pages for your kiosks

I can also see value in creating unique location landing pages on client websites for their kiosks, especially if they aren’t stationed at your physical location. These pages could give excellent driving and walking directions for each unit, explain how to use the machine, feature reviews and testimonials for that location, and perhaps highlight new inventory.

Tip #3: Capitalize on your social media

Social media will also be an excellent vehicle for letting particular neighborhoods know about client kiosks and engaging with communities to understand their sentiments. Seek abundant feedback about what is and isn’t working for customers and how inventory could better serve their needs. And, of course, be sure every client is monitoring reviews like a low-flying hawk.

Is there an appetite for kiosks?

Image credit: Ben Chun

I’m a longtime observer of rural local SEO. I’ve learned that being intentional in noticing small things can lead to big ideas, and almost any novel concept is worth floating to clients. The tiny, free book lending kiosks sometimes officially branded “Little Free Libraries” are everywhere in my county, have become a non-profit initiative, and are driving Etsy sales of cute wooden contraptions. Moreover, my region is dotted with unstaffed farm stands that operate on the honor system, trusting neighbors to pay for what they take. I’d say our household purchases about half of our produce from them.

Within recent recall, the milkman and the grocery delivery boy seemed as distant as the phonograph. Now, consumers are showing interest in having whole meal kitsentire wardrobes, and just about everything delivered. The point being: don’t discount anything that renders convenience; not the traveling salesman, not the automat.

The decision to experiment with a kiosk isn’t a simple one. There will be financial aspects, like how to access a unit that works for the inventory being sold. There will be security questions, as most businesses probably won’t feel comfortable operating on the honor system.

But if the question is whether there is an appetite for the right kiosk, selling the right goods, in the right place, I’ll close today with a look at these provocative, illuminating reviews from just one location of Farmer’s Fridge:

Screenshot: Multiple positive five-star Yelp reviews praising existing kiosks

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How to Onboard Clients with Immersion Workshops – Whiteboard Friday

Posted by HeatherPhysioc

Spending quality time getting to know your client, their goals and capabilities, and getting them familiar with their team sets you up for a better client-agency relationship. Immersion workshops are the answer. Learn more about how to build a strong foundation with your clients in this week’s Whiteboard Friday presented by Heather Physioc.

Click on the whiteboard image above to open a high resolution version in a new tab!

Video Transcription

Hey, everybody, and welcome back to Whiteboard Friday. My name is Heather Physioc, and I’m Group Director of Discoverability at VMLY&R. So I learned that when you onboard clients properly, the rest of the relationship goes a lot smoother.

Through some hard knocks and bumps along the way, we’ve come up with this immersion workshop model that I want to share with you. So I actually conducted a survey of the search industry and found that we tend to onboard clients inconsistently from one to the next if we bother to do a proper onboarding with them at all. So to combat that problem, let’s talk through the immersion workshop.

Why do an immersion workshop with a client?

So why bother taking the time to pause, slow down, and do an immersion workshop with a client? 

1. Get knowledgeable fast

Well, first, it allows you to get a lot more knowledgeable about your client and their business a lot faster than you would if you were picking it up piecemeal over the first year of your partnership. 

2. Opens dialogue

Next it opens a dialogue from day one.

It creates the expectation that you will have a conversation and that the client is expected to participate in that process with you. 

3. Build relationships

You want to build a relationship where you know that you can communicate effectively with one another. It also starts to build relationships, so not only with your immediate, day-to-day client contact, but people like their bosses and their peers inside their organization who can either be blockers or advocates for the search work that your client is going to try to implement.

4. Align on purpose, roadmap, and measuring success

Naturally the immersion workshop is also a crucial time for you to align with your client on the purpose of your search program, to define the roadmap for how you’re going to deliver on that search program and agree on how you’re going to measure success, because if they’re measuring success one way and you’re measuring success a different way, you could end up at completely different places.

5. Understand the DNA of the brand

Ultimately, the purpose of a joint immersion workshop is to truly understand the DNA of the brand, what makes them tick, who are their customers, why should they care what this brand has to offer, which helps you, as a search professional, understand how you can help them and their clients. 

Setting

Do it live! (Or use video chats)

So the setting for this immersion workshop ideally should be live, in-person, face-to-face, same room, same time, same place, same mission.

But worst case scenario, if for some reason that’s not possible, you can also pull this off with video chats, but at least you’re getting that face-to-face communication. There’s going to be a lot of back-and-forth dialogue, so that’s really, really important. It’s also important to building the empathy, communication, and trust between people. Seeing each other’s faces makes a big difference. 

Over 1–3 days

Now the ideal setting for the immersion workshop is two days, in my opinion, so you can get a lot accomplished.

It’s a rigorous two days. But if you need to streamline it for smaller brands, you can totally pull it off with one. Or if you have the luxury of stretching it out and getting more time with them to continue building that relationship and digging deeper, by all means stretch it to three days. 

Customize the agenda

Finally, you should work with the client to customize the agenda. So I like to send them a base template of an immersion workshop agenda with sessions that I know are going to be important to my search work.

But I work side-by-side with that client to customize sessions that are going to be the right fit for their business and their needs. So right away we’ve got their buy-in to the workshop, because they have skin in the game. They know which departments are going to be tricky. They know what objectives they have in their heads. So this is your first point of communication to make this successful.

Types of sessions

So what types of sessions do we want to have in our immersion workshop? 

Vision

The first one is a vision session, and this is actually one that I ask the clients to bring to us. So we slot about 90 minutes for the client to give us a presentation on their brand, their overarching strategy for the year, their marketing strategy for the year.

We want to hear about their goals, revenue targets, objectives, problems they’re trying to solve, threats they see to the business. Whatever is on their mind or keeps them up at night or whatever they’re really excited about, that’s what we want to hear. This vision workshop sets the tone for the entire rest of the workshop and the partnership. 

Stakeholder

Next we want to have stakeholder sessions.

We usually do these on day one. We’re staying pretty high level on day one. So these will be with other departments that are going to integrate with search. So that could be the head of marketing, for example, like a CMO. It could be the sales team. If they have certain sales objectives they’re trying to hit, that would be really great for a search team to know. Or it could be global regions.

Maybe Latin America and Europe have different priorities. So we may want to understand how the brand works on the global scale as opposed to just at HQ. 

Practitioner

On day two is when we start to get a little bit more in the weeds, and we call these our practitioner sessions. So we want to work with our day-to-day SEO contacts inside the organization. But we also set up sessions with people like paid search if they need to integrate their search efforts.

We might set up time with analytics. So this will be where we demo our standard SEO reporting dashboards and then we work with the client to customize it for their needs. This is a time where we find out who they’re reporting up to and what kinds of metrics they’re measured on to determine success. We talk about the goals and conversions they’re measuring, how they’re captured, why they’re tracking those goals, and their existing baseline of performance information.

We also set up time with developers. Technology is essential to actually implementing our SEO recommendations. So we set up time with them to learn about their workflows and their decision-making process. I want to know if they have resource constraints or what makes a good project ticket in Jira to get our work done. Great time to start bonding with them and give them a say in how we execute search.

We also want to meet with content teams. Now content tends to be one of the trickiest areas for our clients. They don’t always have the resources, or maybe the search scope didn’t include content from day one. So we want to bring in whoever the content decision-makers or creators are. We want to understand how they think, their workflows and processes. Are they currently creating search-driven content, or is this going to be a shift in mentality?

So a lot of times we get together and talk about process, editorial calendaring, brand tone and voice, whatever it takes to get content done for search.

Summary and next steps

So after all of these, we always close with a summary and next steps discussion. So we work together to think about all the things that we’ve accomplished during this workshop and what our big takeaways and learnings are, and we take this time to align with our client on next steps.

When we leave that room, everybody should know exactly what they’re responsible for. Very powerful. You want to send a recap after the fact saying, “Here’s what we learned and here’s what we understand the next steps to be. Are we all aligned?” Heads nod. Great. 

Tools to use

So a couple of tools that we’ve created and we’ll make sure to link to these below.

Download all the tools

Onboarding checklist

We’ve created a standard onboarding checklist. The thing about search is when we’re onboarding a new client, we pretty commonly need the same things from one client to the next. We want to know things about their history with SEO. We need access and logins. Or maybe we need a list of their competitors. Whatever the case is, this is a completely repeatable process. So there’s no excuse for reinventing the wheel every single time.

So this standard onboarding checklist allows us to send this list over to the client so they can get started and get all the pieces in place that we need to be successful. It’s like mise en place when you’re cooking. 

Discussion guides

We’ve also created some really helpful session discussion guides. So we give our clients a little homework before these sessions to start thinking about their business in a different way.

We’ll ask them open-ended questions like: What kinds of problems are your business unit solving this year? Or what is one of the biggest obstacles that you’ve had to overcome? Or what’s some work that you’re really proud of? So we send that in advance of the workshop. Then in our business unit discussions, which are part of the stakeholder discussions, we’ll actually use a few of the questions from that discussion guide to start seeding the conversation.

But we don’t just go down the list of questions, checking them off one by one. We just start the conversation with a couple of them and then follow it organically wherever it takes us, open-ended, follow-up, and clarifying questions, because the conversations we are having in that room with our clients are far more powerful than any information you’re going to get from an email that you just threw over the fence.

Sticky note exercise

We also do a pretty awesome little sticky note exercise. It’s really simple. So we pass out sticky notes to all the stakeholders that have attended the sessions, and we ask two simple questions. 

  1. One, what would cause this program to succeed? What are all the factors that can make this work? 
  2. We also ask what will cause it to fail.

Before you know it, the client has revealed, in their own words, what their internal obstacles and blockers will be. What are the things that they’ve run into in the past that have made their search program struggle? By having that simple exercise, it gets everybody in the mind frame of what their role is in making this program a success. 

Search maturity assessment

The last tool, and this one is pretty awesome, is an assessment of the client’s organic search maturity.

Now this is not about how good they are at SEO. This is how well they incorporate SEO into their organization. Now we’ve actually done a separate Whiteboard Friday on the maturity assessment and how to implement that. So make sure to check that out. But a quick overview. So we have a survey that addresses five key areas of a client’s ability to integrate search with their organization.

  • It’s stuff like people. Do they have the right resources? 
  • Process. Do they have a process? Is it documented? Is it improving? 
  • Capacity. Do they have enough budget to actually make search possible? 
  • Knowledge. Are they knowledgeable about search, and are they committed to learning more? Stuff like that.

So we’ve actually created a five-part survey that has a number of different questions that the client can answer. We try to get as many people as possible on the client side to answer these questions as we can. Then we take the numerical answers and the open-ended answers and compile that into a maturity assessment for the brand after the workshop.

So we use that workshop time to actually execute the survey, and we have something that we can bring back to the client not long after to give them a picture of where they stand today and where we’re going to take them in the future and what the biggest obstacles are that we need to overcome to get them there. 

So this is my guide to creating an immersion workshop for your new clients. Be sure to check out the Whiteboard Friday on the maturity assessment as well.

We’d love to hear what you do to onboard your clients in the comments below. Thanks and we’ll see you on the next Whiteboard Friday.

Video transcription by Speechpad.com


Heather shared even more strong team-building goodness in her MozCon 2019 talk. Get access to her session and more in our newly released video bundle, plus access 26 additional future-focused SEO topics from our top-notch speakers:

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How to Talk to Your Clients in a Language They Understand

Posted by Lindsay_Halsey

A few years ago, while enjoying a day of skiing at Aspen Highlands with a group of girlfriends, a skier crashed into me from above, out of nowhere. He was a professional skier traveling at an exceptionally fast speed, and I felt lucky to get away with a mere leg injury. I couldn’t put weight on my leg, though, so I went to the local emergency room.

After a few hours of various doctors and nurses running scans to diagnose the issue, a new doctor whom I’d never met walked in the room. The first words out of his mouth were, “You have a radial tear in your medial meniscus”. I had no idea what he was talking about. He continued speaking in words better suited for a medical peer than a patient.

I wasn’t at all interested in medical-speak. I was a new mom, anxious to return to my family. I wanted to know for how long and to what extent this injury would impact us, and how active I could be at home while caring for our son.

I didn’t get the answers to any of those questions. Instead, my doctor left me feeling overwhelmed, lost, and frustrated.

Using industry jargon is easy to do

Whether you are a doctor, marketer, SEO, or another specialized professional, this experience made me realize that using industry jargon is easy to do. And I realized that I was susceptible myself — I speak to clients all the time with words that made them feel alienated and confused.

The words and phrases that mean a lot to us as SEO professionals mean little or nothing to our customers.

When we utilize these phrases in conversations and assume we’re communicating effectively, we may be leaving our prospects and clients feeling overwhelmed, lost, and frustrated.

Years ago, feeling that way motivated businesses to hire SEO consultants and agencies. Ample industry jargon was tossed about in the sales process, leaving a prospect set on hiring a professional since SEO was too hard to understand.

There was no way that prospect felt confident in taking a DIY approach to getting found by the search engines; there was no other option besides signing on the dotted line. With a signature in hand, an SEO consultant could begin working some behind-the-scenes magic and deliver impactful results.

Today — and over the last five years — this approach no longer works.

Collaboration is the foundation of SEO

Today, we drive results by building a business’s expertise, authority, and trust online. Sure, there are technical SEO tasks to accomplish (and we can’t forget about foundational action items like dialing in title tags and meta descriptions). But long term, significant growth comes from impacting a business’s E-A-T. And for that, collaboration is required.

As an SEO professional, I often think of myself as a rafting guide in the search engine waters. I’ve been down this river before and already know what to expect around the next bend. I’m responsible for leading a team; our collaborative success (or failure) ultimately depends on my timely, appropriate guidance.

Yet it’s not all about me. The team (or client) is just as invested in our success. We’re sharing the same raft, and we’ve chosen to navigate the same river. They have their paddles in the water and are actively engaged in our journey, eager to work together. Working together — collaboration — means success for us all.

Communication is key to collaboration

Effective communication is critical to a collaborative environment; communication relies on language. If a rafting guide says “port side paddle forward,” his team will likely look at him with confusion. If he says “left side paddle forward,” his team will understand his language and take the right action.

One way to improve communication with prospects and clients is to remove industry jargon from our vocabulary. Over the past few years, I’ve challenged myself to use more everyday words in client communication. As a result, we are closing more business and have more satisfied customers seeing better results. It’s a win, win, win.

Here are some practical examples for communicating (and therefore better collaborating) with SEO clients:

XML Sitemap // Your Website’s Resume 

Instead of telling a client that their website “lacks an XML sitemap,” I explain that this file is like a website’s resume. You wouldn’t show up to a job interview without a resume that lists out your assets in an easily digestible format. A resume quickly summarizes your “contents,” or the structure of your relevant roles and experience — just like a sitemap summarizes the contents and structure of a website.

Link Building // Relationships 

When a client hears you talk about link building, they instantly recall how they feel when they receive spammy emails requesting a favor in the form of a link exchange. They may worry that this tactic is too aggressive or short-sighted and in violation of Google’s terms of service. Consider describing “link building” as building a network of a business’s professional relationships that the search engines quickly and easily understand. Putting up signposts that search engines can read.

Featured Snippet // Above #1

Clients are often hyper-focused on their rankings. If you talk to them about “gaining a featured snippet result,” that language will leave them lost and therefore unengaged in the initiative. Instead, focus on what they want: to rank #1 for a keyword they’ve chosen. If you’re working with a client on a new piece of complete content (to help propel them to the top of the search results by sharing their expertise), you can get the client onboard by telling them the goal is to be “above #1.” 

SEO // Getting Found

Perhaps the most important term of all is “SEO.” We all assume our prospects and clients understand what SEO stands for and why it is important. But more often than not, the acronym alone can lead to confusion. Try substituting “getting found in Google” anytime you’re tempted to say “SEO,” and your client will be connected to the value instead of confounded by the vocabulary.

Removing industry jargon has been the most impactful of our changes to client communication. We also recommend (and practice) sending monthly reports, actively seeking feedback, and setting clear expectations. Read more client communication tips on the Moz blog and at Pathfinder SEO.

What expressions and words do you use in client communications?

Let’s create a shared, jargon-free vocabulary to improve how we talk to our clients. Let’s stop leaving our clients feeling overwhelmed, lost, or frustrated with SEO. After all, collaboration is the foundation of SEO. And to collaborate, we must create — and meet on — shared ground.

Please share your ideas and experiences in the comments below.

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What clients expect from their PPC agency

Keep clients happy with in-person meetings and short, frequent check-ins. It is as critical to a healthy relationship as delivering the numbers they want.



Please visit Search Engine Land for the full article.


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SEO Is a Means to an End: How Do You Prove Your Value to Clients?

Posted by KameronJenkins

“Prove it” is pretty much the name of the game at this point.

As SEOs, we invest so much effort into finding opportunities for our clients, executing strategies, and on the best days, getting the results we set out to achieve.

That’s why it feels so deflating (not to mention mind-boggling) when, after all those increases in rankings, traffic, and conversions our work produced, our clients still aren’t satisfied.

Where’s the disconnect?

The value of SEO in today’s search landscape

You don’t have to convince SEOs that their work is valuable. We know full well how our work benefits our clients’ websites.

  1. Our attention on crawling and indexing ensures that search engine bots crawl all our clients’ important pages, that they’re not wasting time on any unimportant pages, and that only the important, valuable pages are in the index.
  2. Because we understand how Googlebot and other crawlers work, we’re cognizant of how to ensure that search engines understand our pages as they’re intended to be understood, as well as able to eliminate any barriers to that understanding (ex: adding appropriate structured data, diagnosing JavaScript issues, etc.)
  3. We spend our time improving speed, ensuring appropriate language targeting, looking into UX issues, ensuring accessibility, and more because we know the high price that Google places on the searcher experience.
  4. We research the words and phrases that our clients’ ideal customers use to search for solutions to their problems and help create content that satisfies those needs. In turn, Google rewards our clients with high rankings that capture clicks. Over time, this can lower our clients’ customer acquisition costs.
  5. Time spent on earning links for our clients earns them the authority needed to earn trust and perform well in search results.

There are so many other SEO activities that drive real, measurable impact for our clients, even in a search landscape that is more crowded and getting less clicks than ever before. Despite those results, we’ll still fall short if we fail to connect the dots for our clients.

Rankings, traffic, conversions… what’s missing?

What’s a keyword ranking worth without clicks?

What’s organic traffic worth without conversions?

What are conversions worth without booking/signing the lead?

Rankings, traffic, and conversions are all critical SEO metrics to track if you want to prove the success of your efforts, but they are all means to an end.

At the end of the day, what your client truly cares about is their return on investment (ROI). In other words, if they can’t mentally make the connection between your SEO results and their revenue, then the client might not keep you around for long.


From searcher to customer: I made this diagram for a past client to help demonstrate how they get revenue from SEO.

But how can you do that?

10 tips for attaching value to organic success

If you want to help your clients get a clearer picture of the real value of your efforts, try some of the following methods.

1. Know what constitutes a conversion

What’s the main action your client wants people to take on their website? This is usually something like a form fill, a phone call, or an on-site purchase (e-commerce). Knowing how your client uses their website to make money is key.

2. Ask your clients what their highest value jobs are

Know what types of jobs/purchases your client is prioritizing so you can prioritize them too. It’s common for clients to want to balance their “cash flow” jobs (usually lower value but higher volume) with their “big time” jobs (higher value but lower volume). You can pay special attention to performance and conversions on these pages.

3. Know your client’s close rate

How many of the leads your campaigns generate end up becoming customers? This will help you assign values to goals (tip #6).

4. Know your client’s average customer value

This can get tricky if your client offers different services that all have different values, but you can combine average customer value with close rate to come up with a monetary value to attach to goals (tip #6).

5. Set up goals in Google Analytics

Once you know what constitutes a conversion on your client’s website (tip #1), you can set up a goal in Google Analytics. If you’re not sure how to do this, read up on Google’s documentation.

6. Assign goal values

Knowing that the organic channel led to a conversion is great, but knowing the estimated value of that conversion is even better! For example, if you know that your client closes 10% of the leads that come through contact forms, and the average value of their customers is $ 500, you could assign a value of $ 50 per goal completion.

7. Consider having an Organic-only view in Google Analytics

For the purpose of clarity, it could be valuable to set up an additional Google Analytics view just for your client’s organic traffic. That way, when you’re looking at your goal report, you know you’re checking organic conversions and value only.

8. Calculate how much you would have had to pay for that traffic in Google Ads

I like to use the Keywords Everywhere plugin when viewing Google Search Console performance reports because it adds a cost per click (CPC) column next to your clicks column. This screenshot is from a personal blog website that I admittedly don’t do much with, hence the scant metrics, but you can see how easy this makes it to calculate how much you would have had to pay for the clicks you got your client for “free” (organically).

9. Use Multi-Channel Funnels

Organic has value beyond last-click! Even when it’s not the channel your client’s customer came through, organic may have assisted in that conversion. Go to Google Analytics > Conversions > Multi-Channel Funnels.

10. Bring all your data together

How you communicate all this data is just as important as the data itself. Use smart visualizations and helpful explanations to drive home the impact your work had on your client’s bottom line.


As many possibilities as we have for proving our value, doing so can be difficult and time-consuming. Additional factors can even complicate this further, such as:

  • Client is using multiple methods for customer acquisition, each with its own platform, metrics, and reporting
  • Client has low SEO maturity
  • Client is somewhat disorganized and doesn’t have a good grasp of things like average customer value or close rate

The challenges can seem endless, but there are ways to make this easier. I’ll be co-hosting a webinar on March 28th that focuses on this very topic. If you’re looking for ways to not only add value as an SEO but also prove it, check it out:

Save my spot!

And let’s not forget, we’re in this together! If you have any tips for showing your value to your SEO clients, share them in the comments below.

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don’t have time to hunt down but want to read!


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Affordable, Stat-Based Retail Strategy For Your Agency’s Clients

Posted by MiriamEllis

Retail clients are battling tough economics offline and tough competitors online. They need every bit of help your agency can give them. 

I was heartened when 75 percent of the 1,400+ respondents to the Moz State of Local SEO Industry Report 2019 shared that they contribute to offline strategy recommendations either frequently or at least some of the time. I can’t think of a market where good and relatively inexpensive experiments are more needed than in embattled retail. The ripple effect of a single new idea, offered up generously, can spread out to encompass new revenue streams for the client and new levels of retention for your agency.

And that’s why win-win seemed written all over three statistics from a 2018 Yes Marketing retail survey when I read it because they speak to motivating about one quarter to half of 1,000 polled customers without going to any extreme expense. Take a look:

I highly recommend downloading Yes Marketing’s complete survey which is chock-full of great data, but today, let’s look at just three valuable stats from it to come up with an actionable strategy you can gift your offline retail clients at your next meeting.

Getting it right: A little market near me

For the past 16 years, I’ve been observing the local business scene with a combination of professional scrutiny and personal regard. I’m inspired by businesses that open and thrive and am saddened by those that open and close.

Right now, I’m especially intrigued by a very small, independently-owned grocery store which set up shop last year in what I’ll lovingly describe as a rural, half-a-horse town not far from me. This locale has a single main street with less than 20 businesses on it, but I’m predicting the shop’s ultimate success based on several factors. A strong one is that the community is flanked by several much larger towns with lots of through traffic and the market is several miles from any competitor. But other factors which match point-for-point with the data in the Yes Marketing survey make me feel especially confident that this small business is going to “get it right”. 

Encourage your retail clients to explore the following tips.

1) The store is visually appealing

43–58 percent of Yes Marketing’s surveyed retail customers say they’d be motivated to shop with a retailer who has cool product displays, murals, etc. Retail shoppers of all ages are seeking appealing experiences.

At the market near me, there are many things going on in its favor. The building is historic on the outside and full of natural light on this inside, and the staff sets up creative displays, such as all of the ingredients you need to make a hearty winter soup gathered up on a vintage table. The Instagram crowd can have selfie fun here, and more mature customers will appreciate the aesthetic simplicity of this uncluttered, human-scale shopping experience.

For your retail clients, it won’t break the bank to become more visually appealing. Design cues are everywhere!

Share these suggestions with a worthy client:

Basic cleanliness is the starting point

This is an old survey, but I think we’re safe to say that at least 45 percent of retail customers are still put off by dirty premises — especially restrooms. Janitorial duties are already built into the budget of most businesses and only need to be accomplished properly. I continuously notice how many reviewers proclaim the word “clean” when a business deserves it.

Inspiration is affordable

Whatever employees are already being paid is the cost of engaging them to lend their creativity to creating merchandise displays that draw attention and/or solve problems. My hearty winter soup example is one idea (complete with boxed broth, pasta, veggies, bowls, and cookware). 

For your retail client? It might be everything a consumer needs to recover from a cold (medicine, citrus fruit, electric blanket, herbal tea, tissue, a paperback, a sympathetic stuffed animal, etc.). Or everything one needs to winterize a car, take a trip to a beach, build a beautiful window box, or pamper a pet. Retailers can inexpensively encourage the hidden artistic talents in staff.

Feeling stuck? The Internet is full of free retail display tips, design magazines cost a few bucks, and your clients’ cable bills already cover a subscription to channels like HGTV and the DIY network that trade on style. A client who knows that interior designers are all using grey-and-white palettes and that one TV ad after another features women wearing denim blue with aspen yellow right now is well on their way to catching customers’ eyes.

Aspiring artists live near your client and need work

The national average cost to have a large wall mural professionally painted is about $ 8,000, with much less expensive options available. Some retailers even hold contests surrounding logo design, and an artist near your client may work quite inexpensively if they are trying to build up their portfolio. I can’t predict how long the Instagram mural trend will last, but wall art has been a crowd-pleaser since Paleolithic times. Any shopper who stops to snap a photo of themselves has been brought in close proximity to your front door.

I pulled this word cloud out of the reviews of the little grocery store:

While your clients’ industries and aesthetics will vary, tell them they can aim for a similar, positive response from at least 49 percent of their customers with a little more care put into the shopping environment.

2) The store offers additional services beyond the sale of products

19–40 percent of survey respondents are influenced by value-adds. Doubtless, you’ve seen the TV commercials in which banks double as coffee houses to appeal to the young, and small hardware chains emphasize staff expertise over loneliness in a warehouse. That’s what this is all about, and it can be done at a smaller scale, without overly-strapping your retail clients.

At the market near me, reviews like this are coming in:

The market has worked out a very economic arrangement with a massage therapist, who can build up their clientele out of the deal, so it’s a win for everybody.

For your retail clients, sharing these examples could inspire appealing added services:

The cost of these efforts is either the salary of an employee, nominal or free.

3) The store hosts local events

20–36 percent of customers feel the appeal of retailers becoming destinations for things to learn and do. Coincidentally, this corresponds with two of the tasks Google dubbed micro-moments a couple of years back, and while not everyone loves that terminology, we can at least agree that large numbers of people use the Internet to discover local resources.

At the market near me, they’re doing open-mic readings, and this is a trend in many cities to which Google Calendar attests:

For your clients, the last two words of that event description are key. When there’s a local wish to build community, retail businesses can lend the space and the stage. This can look like:

Again, costs here can be quite modest and you’ll be bringing the community together under the banner of your business.

Putting it in writing

The last item on the budget for any of these ventures is whatever it costs to publicize it. For sure, your client will want:

  • A homepage announcement and/or one or more blog posts
  • Google Posts, Q&A, photos and related features
  • Social mentions
  • If the concept is large enough (or the community is small) some outreach to local news in hopes of a write-up and inclusion of local/social calendars
  • Link building would be great if the client can afford a reasonable investment in your services, where necessary
  • And, of course, be sure your client’s local business listings are accurate so that newcomers aren’t getting lost on their way to finding the cool new offering

Getting the word out about events, features, and other desirable attributes don’t have to be exorbitant, but it will put the finishing touch on ensuring a community knows the business is ready to offer the desired experience.

Seeing opportunity

Sometimes, you’ll find yourself in a client meeting and things will be a bit flat. Maybe the client has been disengaged from your contract lately, or sales have been leveling out for lack of new ideas. That’s the perfect time to put something fresh on the table, demonstrating that you’re thinking about the client’s whole picture beyond CTR and citations.

One thing that I find to be an inspiring practice for agencies is to do an audit of competitors’ reviews looking for “holes” In many communities, shopping is really dull and reviews reflect that, with few shoppers feeling genuinely excited by a particular vertical’s local offerings. Your client could be the one to change that, with a little extra attention from you.

Every possibility won’t be the perfect match for every business, but if you can help the company see a new opportunity, the few minutes spent brainstorming could benefit you both.

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don’t have time to hunt down but want to read!


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Ask MarketingSherpa: How do small businesses find clients?

When I get together with other contractors (web designers, marketers, branding specialists, etc.) the first question is generally ‘So, how do you find new clients?” The answer is generally ‘referral,’ but that only provides so much to the pipeline.
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Spectator to Partner: Turn Your Clients into SEO Allies – Whiteboard Friday

Posted by KameronJenkins

Are your clients your allies in SEO, or are they passive spectators? Could they even be inadvertently working against you? A better understanding of expectations, goals, and strategy by everyone involved can improve your client relations, provide extra clarity, and reduce the number of times you’re asked to “just SEO a site.” In today’s Whiteboard Friday, Kameron Jenkins outlines tactics you should know for getting clients and bosses excited about the SEO journey, as well as the risks involved in passivity.

Click on the whiteboard image above to open a high-resolution version in a new tab!

Video Transcription

Hey, everyone, and welcome to this week’s edition of Whiteboard Friday. I am Kameron Jenkins, and I’m the SEO Wordsmith here at Moz. Today I’m going to be talking with you about how to turn your clients from spectators, passive spectators to someone who is proactively interested and an ally in your SEO journey.

So if you’ve ever heard someone come to you, maybe it’s a client or maybe you’re in-house and this is your boss saying this, and they say, “Just SEO my site,” then this is definitely for you. A lot of times it can be really hard as an SEO to work on a site if you really aren’t familiar with the business, what that client is doing, what they’re all about, what their goals are. So I’m going to share with you some tactics for getting your clients and your boss excited about SEO and excited about the work that you’re doing and some risks that can happen when you don’t do that.

Tactics

So let’s dive right in. All right, first we’re going to talk about tactics.

1. Share news

The first tactic is to share news. In the SEO industry, things are changing all the time, so it’s actually a really great tactic to keep yourself informed, but also to share that news with the client. So here’s an example. Google My Business is now experimenting with a new video format for their post feature. So one thing that you can do is say, “Hey, client, I hear that Google is experimenting with this new format. They’re using videos now. Would you like to try it?”

So that’s really cool because it shows them that you’re on top of things. It shows them that you’re the expert and you’re keeping your finger on the pulse of the industry. It also tells them that they’re going to be a part of this new, cutting-edge technology, and that can get them really, really excited about the SEO work you’re doing. So make sure to share news. I think that can be really, really valuable.

2. Outline your work

The next tip is to outline your work. This one seems really simple, but there is so much to say for telling a client what you’re going to do, doing it, and then telling them that you did it. It’s amazing what can happen when you just communicate with a client more. There have been plenty of situations where maybe I did less tangible work for a client one week, but because I talk to them more, they were more inclined to be happy with me and excited about the work I was doing.

It’s also cool because when you tell a client ahead of time what you’re going to do, it gives them time to get excited about, “Ooh, I can’t wait to see what he or she is going to do next.” So that’s a really good tip for getting your clients excited about SEO.

3. Report results

Another thing is to report on your results. So, as SEOs, it can be really easy to say, hey, I added this page or I fixed these things or I updated this.

But if we detach it from the actual results, it doesn’t really matter how much a client likes you or how much your boss likes you, there’s always a risk that they could pull the plug on SEO because they just don’t see the value that’s coming from it. So that’s an unfortunate reality, but there are tons of ways that you can show the value of SEO. One example is, “Hey, client, remember that page that we identified that was ranking on page two. We improved it. We made all of those updates we talked about, and now it’s ranking on page one. So that’s really exciting. We’re seeing a lot of new traffic come from it.I’m wondering, are you seeing new calls, new leads, an uptick in any of those things as a result of that?”

So that’s really good because it shows them what you did, the results from that, and then it kind of connects it to, “Hey, are you seeing any revenue, are you seeing new clients, new customers,” things like that. So they’re more inclined to see that what you’re doing is making a real, tangible impact on actual revenue and their actual business goals.

4. Acknowledge and guide their ideas

This one is really, really important. It can be hard sometimes to marry best practices and customer service. So what I mean by that is there’s one end of the pendulum where you are really focused on best practices. This is right. This is wrong. I know my SEO stuff. So when a client comes to you and they say, “Hey, can we try this?” and you go, “No, that’s not best practices,”it can kind of shut them down. It doesn’t get them involved in the SEO process. In fact, it just kind of makes them recoil and maybe they don’t want to talk to you, and that’s the exact opposite of what we want here. On the other end of that spectrum though, you have clients who say, “Hey, I really want to try this.I saw this article. I’m interested in this thing. Can you do it for my website?”

Maybe it’s not the greatest idea SEO-wise. You’re the SEO expert, and you see that and you go, “Mm, that’s actually kind of scary. I don’t think I want to do that.” But because you’re so focused on pleasing your client, you maybe do it anyway. So that’s the opposite of what we want as well. We want to have a “no, but” mentality. So an example of that could be your client emails in and says, “Hey, I want to try this new thing.”

You go, “Hey, I really like where your head is at. I like that you’re thinking about things this way. I’m so glad you shared this with me. I tried this related thing before, and I think that would be actually a really good idea to employ on your website.” So kind of shifting the conversation, but still bringing them along with you for that journey and guiding them to the correct conclusions. So that’s another way to get them invested without shying them away from the SEO process.

Risks

So now that we’ve talked about those tactics, we’re going to move on to the risks. These are things that could happen if you don’t get your clients excited and invested in the SEO journey.

1. SEO becomes a checklist

When you don’t know your client well enough to know what they’re doing in the real world, what they’re all about, the risk becomes you have to kind of just do site health stuff, so fiddling with meta tags, maybe you’re changing some paragraphs around, maybe you’re changing H1s, fixing 404s, things like that, things that are just objectively, “I can make this change, and I know it’s good for site health.”

But it’s not proactive. It’s not actually doing any SEO strategies. It’s just cleanup work. If you just focus on cleanup work, that’s really not an SEO strategy. That’s just making sure your site isn’t broken. As we all know, you need so much more than that to make sure that your client’s site is ranking. So that’s a risk.

If you don’t know your clients, if they’re not talking to you, or they’re not excited about SEO, then really all you’re left to do is fiddle with kind of technical stuff. As good as that can be to do, our jobs are way more fun than that. So communicate with your clients. Get them on board so that you can do proactive stuff and not just fiddling with little stuff.

2. SEO conflicts with business goals

So another risk is that SEO can conflict with business goals.

So say that you’re an SEO. Your client is not talking to you. They’re not really excited about stuff that you’re doing. But you decide to move forward with proactive strategies anyway. So say I’m an SEO, and I identify this keyword. My client has this keyword. This is a related keyword. It can bring in a lot of good traffic. I’ve identified this good opportunity. All of the pages that are ranking on page one, they’re not even that good. I could totally do better. So I’m going to proactively go, I’m going to build this page of content and put it on my client’s site. Then what happens when they see that page of content and they go, “We don’t even do that. We don’t offer that product. We don’t offer that service.”

Oops. So that’s really bad. What can happen is that, yes, you’re being proactive, and that’s great. But if you don’t actually know what your client is doing, because they’re not communicating with you, they’re not really excited, you risk misaligning with their business goals and misrepresenting them. So that’s a definite risk.

3. You miss out on PR opportunities

Another thing, you miss out on PR opportunities. So again, if your client is not talking to you, they’re not excited enough to share what they’re doing in the real world with you, you miss out on news like, “Hey, we’re sponsoring this event,”or, “Hey, I was the featured expert on last night’s news.”

Those are all really, really good things that SEOs look for. We crave that information. We can totally use that to capitalize on it for SEO value. If we’re not getting that from our clients, then we miss out on all those really, really cool PR opportunities. So a definite risk. We want those PR opportunities. We want to be able to use them.

4. Client controls the conversation

Next up, client controls the conversation. That’s a definite risk that can happen. So if a client is not talking to you, a reason could be they don’t really trust you yet. When they don’t trust you, they tend to start to dictate. So maybe our client emails in.

A good example of this is, “Hey, add these 10 backlinks to my website.” Or, “Hey, I need these five pages, and I need them now.” Maybe they’re not even actually bad suggestions. It’s just the fact that the client is asking you to do that. So this is kind of tricky, because you want to communicate with your client. It’s good that they’re emailing in, but they’re the ones at that point that are dictating the strategy. Whereas they should be communicating their vision, so hey, as a business owner, as a website owner, “This is my vision. This is my goal, and this is what I want.”

As the SEO professional, you’re receiving that information and taking it and making it into an SEO strategy that can actually be really, really beneficial for the client. So there’s a huge difference between just being a task monkey and kind of transforming their vision into an SEO strategy that can really, really work for them. So that’s a definite risk that can happen.

Excitement + partnership = better SEO campaigns

There’s a lot of different things that can happen. These are just some examples of tactics that you can use and risks. If you have any examples of things that have worked for you in the past, I would love to hear about them. It’s really good to information share. Success stories where maybe you got your client or your boss really bought into SEO, more so than just, “Hey, I’m spending money on it.”

But, “Hey, I’m your partner in this. I’m your ally, and I’m going to give you all the information because I know that it’s going to be mutually beneficial for us.” So at the end here, excitement, partner, better SEO campaigns. This is going to be I believe a recipe for success to get your clients and your boss on board. Thanks again so much for watching this edition of Whiteboard Friday, and come back next week for another one.

Video transcription by Speechpad.com

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Ask MarketingSherpa: How to get high-paying customers and clients

How can one fast-food restaurant charge three times more than another fast food restaurant? The answer is – Exclusivity. Read more …
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Are You a Writer Looking for Recognition and Clients? Copyblogger Certification Is Re-Opening Soon

First things first: We’re re-opening our Content Marketing Certification this month! It’s a four-week educational program on content strategy (taught…

The post Are You a Writer Looking for Recognition and Clients? Copyblogger Certification Is Re-Opening Soon appeared first on Copyblogger.


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