Is Australia the land of opportunity for your retail brand?

Australia has a resident population of more than 24 million and, according to eMarketer, the country’s ecommerce sales are predicted to reach A$32.56 billion by 2017. The country’s remote location in the APAC region means that unlike European countries or the USA, traditionally there have been a lack of global brands sold locally.

Of course, we also know that many expatriates, particularly from inside the Commonwealth, have made Australia their home and are keen to buy products they know and love from their country of origin.

All of these factors present a huge and potentially lucrative opportunity for non-Australian brands wanting to open up their new and innovative products to a fresh market, or compete for market share.

But it’s not just non-Australian retailers who are at an advantage here: Australia was late to the ecommerce party because native, established brands were trading well without it. Subsequently, Australian retailers’ ecommerce technology stacks are much more recent and not burdened by legacy systems. This makes it much easier to extend, or get started with, best-of-breed technologies and cash in on a market that’s booming. To put some of this into perspective, Magento’s innovative ecommerce platform currently takes 42% of Australia’s market share and the world’s first adopter of Magento 2.0 was an Australian brand.

The GST loophole

At the moment, local retailers are campaigning against a rule that exempts foreign websites from being charged a 10% general sales tax (GST) on purchases under A$1,000. And in 2013, Australian consumers made $3.11 billion worth of purchases under A$1,000.[1]

While the current GST break appears to put non-Australian retailers at an advantage, Australian-based brands such as Harvey Norman are using it to their advantage by setting up ecommerce operations in Asia to enjoy the GST benefit.

Australian consumers have also countered the argument by saying that price isn’t always the motivator when it comes to making purchasing decisions.

It’s not a place where no man has gone before

Often, concerns around meeting local compliance and lack of overseas business knowledge prevent outsiders from taking the leap into cross-border trade. However, this ecommerce passport, created by Ecommerce Worldwide and NORA, is designed to support those considering selling in Australia. The guide provides a comprehensive look into everything from the country’s economy and trade status, to logistics and dealing with international payments.

Global expansion success stories are also invaluable sources of information. For instance, it’s not just lower-end retailers that are fitting the bill, with brands like online luxury fashion retailer Net-a-Porter naming Australia as one of its biggest markets.

How tech-savvy are the Aussies?

One of the concerns you might have as a new entrant into the market is how you’ll reach and sell to your new audience, particularly without having a physical presence. The good news is that more than 80% of the country is digitally enabled and 60% of mobile phone users own a smartphone – so online is deeply rooted into the majority of Australians’ lives. [2]

Marketing your brand

Heard the saying “Fire bullets then fire cannonballs”? In any case, you’ll want to test the waters and gauge people’s reactions to your product or service.

It all starts with the website because, without it, you’re not discoverable or searchable, and you’ve nowhere to drive people to when running campaigns. SEO and SEM should definitely be a priority, and an online store that can handle multiple regions and storefronts, like Magento, will make your life easier. A mobile-first mentality and well thought-out UX will also place you in a good position.

Once your new web store is set up, you should be making every effort to collect visitors’ email addresses, perhaps via a popover. Why? Firstly, email is one of the top three priority areas for Australian retailers, because it’s a cost-effective, scalable marketing channel that enables true personalization.

Secondly, email marketing automation empowers you to deliver the customer experience today’s consumer expects, as well as enabling you to communicate with them throughout the lifecycle. Check out our ‘Do customer experience masters really exist?’ whitepaper for some real-life success stories.

Like the Magento platform, dotmailer is set up to handle multiple languages, regions and accounts, and is designed to grow with you.

In summary, there’s great scope for ecommerce success in Australia, whether you’re a native bricks-and-mortar retailer, a start-up or a non-Australian merchant. The barriers to cross-border trade are falling and Australia is one of APAC’s most developed regions in terms of purchasing power and tech savviness.

We recently worked with ecommerce expert Chloe Thomas to produce a whitepaper on cross-border trade, which goes into much more detail on how to market and sell successfully in new territories. You can download a free copy here.

[1] Australian Passport 2015: Cross-Border Trading Report

[2] Australian Passport 2015: Cross-Border Trading Report

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From Editorial Calendars to SEO: Setting Yourself Up to Create Fabulous Content

Posted by Isla_McKetta

Quick note: This article is meant to apply to teams of all sizes, from the sole proprietor who spends all night writing their copy (because they’re doing business during the day) to the copy team who occupies an entire floor and produces thousands of pieces of content per week. So if you run into a section that you feel requires more resources than you can devote just now, that’s okay. Bookmark it and revisit when you can, or scale the step down to a more appropriate size for your team. We believe all the information here is important, but that does not mean you have to do everything right now.

If you thought ideation was fun, get ready for content creation. Sure, we’ve all written some things before, but the creation phase of content marketing is where you get to watch that beloved idea start to take shape.

Before you start creating, though, you want to get (at least a little) organized, and an editorial calendar is the perfect first step.

Editorial calendars

Creativity and organization are not mutually exclusive. In fact, they can feed each other. A solid schedule gives you and your writers the time and space to be wild and creative. If you’re just starting out, this document may be sparse, but it’s no less important. Starting early with your editorial calendar also saves you from creating content willy-nilly and then finding out months later that no one ever finished that pesky (but crucial) “About” page.

There’s no wrong way to set up your editorial calendar, as long as it’s meeting your needs. Remember that an editorial calendar is a living document, and it will need to change as a hot topic comes up or an author drops out.

There are a lot of different types of documents that pass for editorial calendars. You get to pick the one that’s right for your team. The simplest version is a straight-up calendar with post titles written out on each day. You could even use a wall calendar and a Sharpie.

Monday Tuesday Wednesday Thursday Friday
Title
The Five Colors of Oscar Fashion 12 Fabrics We’re Watching for Fall Is Charmeuse the New Corduroy? Hot Right Now: Matching Your Handbag to Your Hatpin Tea-length and Other Fab Vocab You Need to Know
Author Ellie James Marta Laila Alex

Teams who are balancing content for different brands at agencies or other more complex content environments will want to add categories, author information, content type, social promo, and more to their calendars.

Truly complex editorial calendars are more like hybrid content creation/editorial calendars, where each of the steps to create and publish the content are indicated and someone has planned for how long all of that takes. These can be very helpful if the content you’re responsible for crosses a lot of teams and can take a long time to complete. It doesn’t matter if you’re using Excel or a Google Doc, as long as the people who need the calendar can easily access it. Gantt charts can be excellent for this. Here’s a favorite template for creating a Gantt chart in Google Docs (and they only get more sophisticated).

Complex calendars can encompass everything from ideation through writing, legal review, and publishing. You might even add content localization if your empire spans more than one continent to make sure you have the currency, date formatting, and even slang right.

Content governance

Governance outlines who is taking responsibility for your content. Who evaluates your content performance? What about freshness? Who decides to update (or kill) an older post? Who designs and optimizes workflows for your team or chooses and manages your CMS?

All these individual concerns fall into two overarching components to governance: daily maintenance and overall strategy. In the long run it helps if one person has oversight of the whole process, but the smaller steps can easily be split among many team members. Read this to take your governance to the next level.

Finding authors

The scale of your writing enterprise doesn’t have to be limited to the number of authors you have on your team. It’s also important to consider the possibility of working with freelancers and guest authors. Here’s a look at the pros and cons of outsourced versus in-house talent.

In-house authors

Guest authors and freelancers

Responsible to

You

Themselves

Paid by

You (as part of their salary)

You (on a per-piece basis)

Subject matter expertise

Broad but shallow

Deep but narrow

Capacity for extra work

As you wish

Show me the Benjamins

Turnaround time

On a dime

Varies

Communication investment

Less

More

Devoted audience

Smaller

Potentially huge

From that table, it might look like in-house authors have a lot more advantages. That’s somewhat true, but do not underestimate the value of occasionally working with a true industry expert who has name recognition and a huge following. Whichever route you take (and there are plenty of hybrid options), it’s always okay to ask that the writers you are working with be professional about communication, payment, and deadlines. In some industries, guest writers will write for links. Consider yourself lucky if that’s true. Remember, though, that the final paycheck can be great leverage for getting a writer to do exactly what you need them to (such as making their deadlines).

Tools to help with content creation

So those are some things you need to have in place before you create content. Now’s the fun part: getting started. One of the beautiful things about the Internet is that new and exciting tools crop up every day to help make our jobs easier and more efficient. Here are a few of our favorites.

Calendars

You can always use Excel or a Google Doc to set up your editorial calendar, but we really like Trello for the ability to gather a lot of information in one card and then drag and drop it into place. Once there are actual dates attached to your content, you might be happier with something like a Google Calendar.

Ideation and research

If you need a quick fix for ideation, turn your keywords into wacky ideas with Portent’s Title Maker. You probably won’t want to write to the exact title you’re given (although “True Facts about Justin Bieber’s Love of Pickles” does sound pretty fascinating…), but it’s a good way to get loose and look at your topic from a new angle.

Once you’ve got that idea solidified, find out what your audience thinks about it by gathering information with Survey Monkey or your favorite survey tool. Or, use Storify to listen to what people are saying about your topic across a wide variety of platforms. You can also use Storify to save those references and turn them into a piece of content or an illustration for one. Don’t forget that a simple social ask can also do wonders.

Format

Content doesn’t have to be all about the words. Screencasts, Google+ Hangouts, and presentations are all interesting ways to approach content. Remember that not everyone’s a reader. Some of your audience will be more interested in visual or interactive content. Make something for everyone.

Illustration

Don’t forget to make your content pretty. It’s not that hard to find free stock images online (just make sure you aren’t violating someone’s copyright). We like Morgue File, Free Images, and Flickr’s Creative Commons. If you aren’t into stock images and don’t have access to in-house graphic design, it’s still relatively easy to add images to your content. Pull a screenshot with Skitch or dress up an existing image with Pixlr. You can also use something like Canva to create custom graphics.

Don’t stop with static graphics, though. There are so many tools out there to help you create gifs, quizzes and polls, maps, and even interactive timelines. Dream it, then search for it. Chances are whatever you’re thinking of is doable.

Quality, not quantity

Mediocre content will hurt your cause

Less is more. That’s not an excuse to pare your blog down to one post per month (check out our publishing cadence experiment), but it is an important reminder that if you’re writing “How to Properly Install a Toilet Seat” two days after publishing “Toilet Seat Installation for Dummies,” you might want to rethink your strategy.

The thing is, and I’m going to use another cliché here to drive home the point, you never get a second chance to make a first impression. Potential customers are roving the Internet right now looking for exactly what you’re selling. And if what they find is an only somewhat informative article stuffed with keywords and awful spelling and grammar mistakes… well, you don’t want that. Oh, and search engines think it’s spammy too…

A word about copyright

We’re not copyright lawyers, so we can’t give you the ins and outs on all the technicalities. What we can tell you (and you already know this) is that it’s not okay to steal someone else’s work. You wouldn’t want them to do it to you. This includes images. So whenever you can, make your own images or find images that you can either purchase the rights to (stock imagery) or license under Creative Commons.

It’s usually okay to quote short portions of text, as long as you attribute the original source (and a link is nice). In general, titles and ideas can’t be copyrighted (though they might be trademarked or patented). When in doubt, asking for permission is smart.

That said, part of the fun of the Internet is the remixing culture which includes using things like memes and gifs. Just know that if you go that route, there is a certain amount of risk involved.

Editing

Your content needs to go through at least one editing cycle by someone other than the original author. There are two types of editing, developmental (which looks at the underlying structure of a piece that happens earlier in the writing cycle) and copy editing (which makes sure all the words are there and spelled right in the final draft).

If you have a very small team or are in a rush (and are working with writers that have some skill), you can often skip the developmental editing phase. But know that an investment in that close read of an early draft is often beneficial to the piece and to the writer’s overall growth.

Many content teams peer-edit work, which can be great. Other organizations prefer to run their work by a dedicated editor. There’s no wrong answer, as long as the work gets edited.

Ensuring proper basic SEO

The good news is that search engines are doing their best to get closer and closer to understanding and processing natural language. So good writing (including the natural use of synonyms rather than repeating those keywords over and over and…) will take you a long way towards SEO mastery.

For that reason (and because it’s easy to get trapped in keyword thinking and veer into keyword stuffing), it’s often nice to think of your SEO check as a further edit of the post rather than something you should think about as you’re writing.

But there are still a few things you can do to help cover those SEO bets. Once you have that draft, do a pass for SEO to make sure you’ve covered the following:

  • Use your keyword in your title
  • Use your keyword (or long-tail keyword phrase) in an H2
  • Make sure the keyword appears at least once (though not more than four times, especially if it’s a phrase) in the body of the post
  • Use image alt text (including the keyword when appropriate)

Finding time to write when you don’t have any

Writing (assuming you’re the one doing the writing) can require a lot of energy—especially if you want to do it well. The best way to find time to write is to break each project down into little tasks. For example, writing a blog post actually breaks down into these steps (though not always in this order):

  • Research
  • Outline
  • Fill in outline
  • Rewrite and finish post
  • Write headline
  • SEO check
  • Final edit
  • Select hero image (optional)

So if you only have random chunks of time, set aside 15-30 minutes one day (when your research is complete) to write a really great outline. Then find an hour the next to fill that outline in. After an additional hour the following day, (unless you’re dealing with a research-heavy post) you should have a solid draft by the end of day three.

The magic of working this way is that you engage your brain and then give it time to work in the background while you accomplish other tasks. Hemingway used to stop mid-sentence at the end of his writing days for the same reason.

Once you have that draft nailed, the rest of the steps are relatively easy (even the headline, which often takes longer to write than any other sentence, is easier after you’ve immersed yourself in the post over a few days).

Working with design/development

Every designer and developer is a little different, so we can’t give you any blanket cure-alls for inter-departmental workarounds (aka “smashing silos”). But here are some suggestions to help you convey your vision while capitalizing on the expertise of your coworkers to make your content truly excellent.

Ask for feedback

From the initial brainstorm to general questions about how to work together, asking your team members what they think and prefer can go a long way. Communicate all the details you have (especially the unspoken expectations) and then listen.

If your designer tells you up front that your color scheme is years out of date, you’re saving time. And if your developer tells you that the interactive version of that timeline will require four times the resources, you have the info you need to fight for more budget (or reassess the project).

Check in

Things change in the design and development process. If you have interim check-ins already set up with everyone who’s working on the project, you’ll avoid the potential for nasty surprises at the end. Like finding out that no one has experience working with that hot new coding language you just read about and they’re trying to do a workaround that isn’t working.

Proofread

Your job isn’t done when you hand over the copy to your designer or developer. Not only might they need help rewriting some of your text so that it fits in certain areas, they will also need you to proofread the final version. Accidents happen in the copy-and-paste process and there’s nothing sadder than a really beautiful (and expensive) piece of content that wraps up with a typo:

Know when to fight for an idea

Conflict isn’t fun, but sometimes it’s necessary. The more people involved in your content, the more watered down the original idea can get and the more roadblocks and conflicting ideas you’ll run into. Some of that is very useful. But sometimes you’ll get pulled off track. Always remember who owns the final product (this may not be you) and be ready to stand up for the idea if it’s starting to get off track.

We’re confident this list will set you on the right path to creating some really awesome content, but is there more you’d like to know? Ask us your questions in the comments.

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Eliminate Duplicate Content in Faceted Navigation with Ajax/JSON/JQuery

Posted by EricEnge

One of the classic problems in SEO is that while complex navigation schemes may be useful to users, they create problems for search engines. Many publishers rely on tags such as rel=canonical, or the parameters settings in Webmaster Tools to try and solve these types of issues. However, each of the potential solutions has limitations. In today’s post, I am going to outline how you can use JavaScript solutions to more completely eliminate the problem altogether.

Note that I am not going to provide code examples in this post, but I am going to outline how it works on a conceptual level. If you are interested in learning more about Ajax/JSON/jQuery here are some resources you can check out:

  1. Ajax Tutorial
  2. Learning Ajax/jQuery

Defining the problem with faceted navigation

Having a page of products and then allowing users to sort those products the way they want (sorted from highest to lowest price), or to use a filter to pick a subset of the products (only those over $60) makes good sense for users. We typically refer to these types of navigation options as “faceted navigation.”

However, faceted navigation can cause problems for search engines because they don’t want to crawl and index all of your different sort orders or all your different filtered versions of your pages. They would end up with many different variants of your pages that are not significantly different from a search engine user experience perspective.

Solutions such as rel=canonical tags and parameters settings in Webmaster Tools have some limitations. For example, rel=canonical tags are considered “hints” by the search engines, and they may not choose to accept them, and even if they are accepted, they do not necessarily keep the search engines from continuing to crawl those pages.

A better solution might be to use JSON and jQuery to implement your faceted navigation so that a new page is not created when a user picks a filter or a sort order. Let’s take a look at how it works.

Using JSON and jQuery to filter on the client side

The main benefit of the implementation discussed below is that a new URL is not created when a user is on a page of yours and applies a filter or sort order. When you use JSON and jQuery, the entire process happens on the client device without involving your web server at all.

When a user initially requests one of the product pages on your web site, the interaction looks like this:

using json on faceted navigation

This transfers the page to the browser the user used to request the page. Now when a user picks a sort order (or filter) on that page, here is what happens:

jquery and faceted navigation diagram

When the user picks one of those options, a jQuery request is made to the JSON data object. Translation: the entire interaction happens within the client’s browser and the sort or filter is applied there. Simply put, the smarts to handle that sort or filter resides entirely within the code on the client device that was transferred with the initial request for the page.

As a result, there is no new page created and no new URL for Google or Bing to crawl. Any concerns about crawl budget or inefficient use of PageRank are completely eliminated. This is great stuff! However, there remain limitations in this implementation.

Specifically, if your list of products spans multiple pages on your site, the sorting and filtering will only be applied to the data set already transferred to the user’s browser with the initial request. In short, you may only be sorting the first page of products, and not across the entire set of products. It’s possible to have the initial JSON data object contain the full set of pages, but this may not be a good idea if the page size ends up being large. In that event, we will need to do a bit more.

What Ajax does for you

Now we are going to dig in slightly deeper and outline how Ajax will allow us to handle sorting, filtering, AND pagination. Warning: There is some tech talk in this section, but I will try to follow each technical explanation with a layman’s explanation about what’s happening.

The conceptual Ajax implementation looks like this:

ajax and faceted navigation diagram

In this structure, we are using an Ajax layer to manage the communications with the web server. Imagine that we have a set of 10 pages, the user has gotten the first page of those 10 on their device and then requests a change to the sort order. The Ajax requests a fresh set of data from the web server for your site, similar to a normal HTML transaction, except that it runs asynchronously in a separate thread.

If you don’t know what that means, the benefit is that the rest of the page can load completely while the process to capture the data that the Ajax will display is running in parallel. This will be things like your main menu, your footer links to related products, and other page elements. This can improve the perceived performance of the page.

When a user selects a different sort order, the code registers an event handler for a given object (e.g. HTML Element or other DOM objects) and then executes an action. The browser will perform the action in a different thread to trigger the event in the main thread when appropriate. This happens without needing to execute a full page refresh, only the content controlled by the Ajax refreshes.

To translate this for the non-technical reader, it just means that we can update the sort order of the page, without needing to redraw the entire page, or change the URL, even in the case of a paginated sequence of pages. This is a benefit because it can be faster than reloading the entire page, and it should make it clear to search engines that you are not trying to get some new page into their index.

Effectively, it does this within the existing Document Object Model (DOM), which you can think of as the basic structure of the documents and a spec for the way the document is accessed and manipulated.

How will Google handle this type of implementation?

For those of you who read Adam Audette’s excellent recent post on the tests his team performed on how Google reads Javascript, you may be wondering if Google will still load all these page variants on the same URL anyway, and if they will not like it.

I had the same question, so I reached out to Google’s Gary Illyes to get an answer. Here is the dialog that transpired:

Eric Enge: I’d like to ask you about using JSON and jQuery to render different sort orders and filters within the same URL. I.e. the user selects a sort order or a filter, and the content is reordered and redrawn on the page on the client site. Hence no new URL would be created. It’s effectively a way of canonicalizing the content, since each variant is a strict subset.

Then there is a second level consideration with this approach, which involves doing the same thing with pagination. I.e. you have 10 pages of products, and users still have sorting and filtering options. In order to support sorting and filtering across the entire 10 page set, you use an Ajax solution, so all of that still renders on one URL.

So, if you are on page 1, and a user executes a sort, they get that all back in that one page. However, to do this right, going to page 2 would also render on the same URL. Effectively, you are taking the 10 page set and rendering it all within one URL. This allows sorting, filtering, and pagination without needing to use canonical, noindex, prev/next, or robots.txt.

If this was not problematic for Google, the only downside is that it makes the pagination not visible to Google. Does that make sense, or is it a bad idea?

Gary Illyes
: If you have one URL only, and people have to click on stuff to see different sort orders or filters for the exact same content under that URL, then typically we would only see the default content.

If you don’t have pagination information, that’s not a problem, except we might not see the content on the other pages that are not contained in the HTML within the initial page load. The meaning of rel-prev/next is to funnel the signals from child pages (page 2, 3, 4, etc.) to the group of pages as a collection, or to the view-all page if you have one. If you simply choose to render those paginated versions on a single URL, that will have the same impact from a signals point of view, meaning that all signals will go to a single entity, rather than distributed to several URLs.

Summary

Keep in mind, the reason why Google implemented tags like rel=canonical, NoIndex, rel=prev/next, and others is to reduce their crawling burden and overall page bloat and to help focus signals to incoming pages in the best way possible. The use of Ajax/JSON/jQuery as outlined above does this simply and elegantly.

On most e-commerce sites, there are many different “facets” of how a user might want to sort and filter a list of products. With the Ajax-style implementation, this can be done without creating new pages. The end users get the control they are looking for, the search engines don’t have to deal with excess pages they don’t want to see, and signals in to the site (such as links) are focused on the main pages where they should be.

The one downside is that Google may not see all the content when it is paginated. A site that has lots of very similar products in a paginated list does not have to worry too much about Google seeing all the additional content, so this isn’t much of a concern if your incremental pages contain more of what’s on the first page. Sites that have content that is materially different on the additional pages, however, might not want to use this approach.

These solutions do require Javascript coding expertise but are not really that complex. If you have the ability to consider a path like this, you can free yourself from trying to understand the various tags, their limitations, and whether or not they truly accomplish what you are looking for.

Credit: Thanks for Clark Lefavour for providing a review of the above for technical correctness.

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How to Combat 5 of the SEO World’s Most Infuriating Problems – Whiteboard Friday

Posted by randfish

These days, most of us have learned that spammy techniques aren’t the way to go, and we have a solid sense for the things we should be doing to rank higher, and ahead of our often spammier competitors. Sometimes, maddeningly, it just doesn’t work. In today’s Whiteboard Friday, Rand talks about five things that can infuriate SEOs with the best of intentions, why those problems exist, and what we can do about them.

For reference, here’s a still of this week’s whiteboard. Click on it to open a high resolution image in a new tab!

What SEO problems make you angry?

Howdy, Moz fans, and welcome to another edition of Whiteboard Friday. This week we’re chatting about some of the most infuriating things in the SEO world, specifically five problems that I think plague a lot of folks and some of the ways that we can combat and address those.

I’m going to start with one of the things that really infuriates a lot of new folks to the field, especially folks who are building new and emerging sites and are doing SEO on them. You have all of these best practices list. You might look at a web developer’s cheat sheet or sort of a guide to on-page and on-site SEO. You go, “Hey, I’m doing it. I’ve got my clean URLs, my good, unique content, my solid keyword targeting, schema markup, useful internal links, my XML sitemap, and my fast load speed. I’m mobile friendly, and I don’t have manipulative links.”

Great. “Where are my results? What benefit am I getting from doing all these things, because I don’t see one?” I took a site that was not particularly SEO friendly, maybe it’s a new site, one I just launched or an emerging site, one that’s sort of slowly growing but not yet a power player. I do all this right stuff, and I don’t get SEO results.

This makes a lot of people stop investing in SEO, stop believing in SEO, and stop wanting to do it. I can understand where you’re coming from. The challenge is not one of you’ve done something wrong. It’s that this stuff, all of these things that you do right, especially things that you do right on your own site or from a best practices perspective, they don’t increase rankings. They don’t. That’s not what they’re designed to do.

1) Following best practices often does nothing for new and emerging sites

This stuff, all of these best practices are designed to protect you from potential problems. They’re designed to make sure that your site is properly optimized so that you can perform to the highest degree that you are able. But this is not actually rank boosting stuff unfortunately. That is very frustrating for many folks. So following a best practices list, the idea is not, “Hey, I’m going to grow my rankings by doing this.”

On the flip side, many folks do these things on larger, more well-established sites, sites that have a lot of ranking signals already in place. They’re bigger brands, they have lots of links to them, and they have lots of users and usage engagement signals. You fix this stuff. You fix stuff that’s already broken, and boom, rankings pop up. Things are going well, and more of your pages are indexed. You’re getting more search traffic, and it feels great. This is a challenge, on our part, of understanding what this stuff does, not a challenge on the search engine’s part of not ranking us properly for having done all of these right things.

2) My competition seems to be ranking on the back of spammy or manipulative links

What’s going on? I thought Google had introduced all these algorithms to kind of shut this stuff down. This seems very frustrating. How are they pulling this off? I look at their link profile, and I see a bunch of the directories, Web 2.0 sites — I love that the spam world decided that that’s Web 2.0 sites — article sites, private blog networks, and do follow blogs.

You look at this stuff and you go, “What is this junk? It’s terrible. Why isn’t Google penalizing them for this?” The answer, the right way to think about this and to come at this is: Are these really the reason that they rank? I think we need to ask ourselves that question.

One thing that we don’t know, that we can never know, is: Have these links been disavowed by our competitor here?

I’ve got my HulksIncredibleStore.com and their evil competitor Hulk-tastrophe.com. Hulk-tastrophe has got all of these terrible links, but maybe they disavowed those links and you would have no idea. Maybe they didn’t build those links. Perhaps those links came in from some other place. They are not responsible. Google is not treating them as responsible for it. They’re not actually what’s helping them.

If they are helping, and it’s possible they are, there are still instances where we’ve seen spam propping up sites. No doubt about it.

I think the next logical question is: Are you willing to loose your site or brand? What we don’t see anymore is we almost never see sites like this, who are ranking on the back of these things and have generally less legitimate and good links, ranking for two or three or four years. You can see it for a few months, maybe even a year, but this stuff is getting hit hard and getting hit frequently. So unless you’re willing to loose your site, pursuing their links is probably not a strategy.

Then what other signals, that you might not be considering potentially links, but also non-linking signals, could be helping them rank? I think a lot of us get blinded in the SEO world by link signals, and we forget to look at things like: Do they have a phenomenal user experience? Are they growing their brand? Are they doing offline kinds of things that are influencing online? Are they gaining engagement from other channels that’s then influencing their SEO? Do they have things coming in that I can’t see? If you don’t ask those questions, you can’t really learn from your competitors, and you just feel the frustration.

3) I have no visibility or understanding of why my rankings go up vs down

On my HulksIncredibleStore.com, I’ve got my infinite stretch shorts, which I don’t know why he never wears — he should really buy those — my soothing herbal tea, and my anger management books. I look at my rankings and they kind of jump up all the time, jump all over the place all the time. Actually, this is pretty normal. I think we’ve done some analyses here, and the average page one search results shift is 1.5 or 2 position changes daily. That’s sort of the MozCast dataset, if I’m recalling correctly. That means that, over the course of a week, it’s not uncommon or unnatural for you to be bouncing around four, five, or six positions up, down, and those kind of things.

I think we should understand what can be behind these things. That’s a very simple list. You made changes, Google made changes, your competitors made changes, or searcher behavior has changed in terms of volume, in terms of what they were engaging with, what they’re clicking on, what their intent behind searches are. Maybe there was just a new movie that came out and in one of the scenes Hulk talks about soothing herbal tea. So now people are searching for very different things than they were before. They want to see the scene. They’re looking for the YouTube video clip and those kind of things. Suddenly Hulk’s soothing herbal tea is no longer directing as well to your site.

So changes like these things can happen. We can’t understand all of them. I think what’s up to us to determine is the degree of analysis and action that’s actually going to provide a return on investment. Looking at these day over day or week over week and throwing up our hands and getting frustrated probably provides very little return on investment. Looking over the long term and saying, “Hey, over the last 6 months, we can observe 26 weeks of ranking change data, and we can see that in aggregate we are now ranking higher and for more keywords than we were previously, and so we’re going to continue pursuing this strategy. This is the set of keywords that we’ve fallen most on, and here are the factors that we’ve identified that are consistent across that group.” I think looking at rankings in aggregate can give us some real positive ROI. Looking at one or two, one week or the next week probably very little ROI.

4) I cannot influence or affect change in my organization because I cannot accurately quantify, predict, or control SEO

That’s true, especially with things like keyword not provided and certainly with the inaccuracy of data that’s provided to us through Google’s Keyword Planner inside of AdWords, for example, and the fact that no one can really control SEO, not fully anyway.

You get up in front of your team, your board, your manager, your client and you say, “Hey, if we don’t do these things, traffic will suffer,” and they go, “Well, you can’t be sure about that, and you can’t perfectly predict it. Last time you told us something, something else happened. So because the data is imperfect, we’d rather spend money on channels that we can perfectly predict, that we can very effectively quantify, and that we can very effectively control.” That is understandable. I think that businesses have a lot of risk aversion naturally, and so wanting to spend time and energy and effort in areas that you can control feels a lot safer.

Some ways to get around this are, first off, know your audience. If you know who you’re talking to in the room, you can often determine the things that will move the needle for them. For example, I find that many managers, many boards, many executives are much more influenced by competitive pressures than they are by, “We won’t do as well as we did before, or we’re loosing out on this potential opportunity.” Saying that is less powerful than saying, “This competitor, who I know we care about and we track ourselves against, is capturing this traffic and here’s how they’re doing it.”

Show multiple scenarios. Many of the SEO presentations that I see and have seen and still see from consultants and from in-house folks come with kind of a single, “Hey, here’s what we predict will happen if we do this or what we predict will happen if we don’t do this.” You’ve got to show multiple scenarios, especially when you know you have error bars because you can’t accurately quantify and predict. You need to show ranges.

So instead of this, I want to see: What happens if we do it a little bit? What happens if we really overinvest? What happens if Google makes a much bigger change on this particular factor than we expect or our competitors do a much bigger investment than we expect? How might those change the numbers?

Then I really do like bringing case studies, especially if you’re a consultant, but even in-house there are so many case studies in SEO on the Web today, you can almost always find someone who’s analogous or nearly analogous and show some of their data, some of the results that they’ve seen. Places like SEMrush, a tool that offers competitive intelligence around rankings, can be great for that. You can show, hey, this media site in our sector made these changes. Look at the delta of keywords they were ranking for versus R over the next six months. Correlation is not causation, but that can be a powerful influencer showing those kind of things.

Then last, but not least, any time you’re going to get up like this and present to a group around these topics, if you very possibly can, try to talk one-on-one with the participants before the meeting actually happens. I have found it almost universally the case that when you get into a group setting, if you haven’t had the discussions beforehand about like, “What are your concerns? What do you think is not valid about this data? Hey, I want to run this by you and get your thoughts before we go to the meeting.” If you don’t do that ahead of time, people can gang up and pile on. One person says, “Hey, I don’t think this is right,” and everybody in the room kind of looks around and goes, “Yeah, I also don’t think that’s right.” Then it just turns into warfare and conflict that you don’t want or need. If you address those things beforehand, then you can include the data, the presentations, and the “I don’t know the answer to this and I know this is important to so and so” in that presentation or in that discussion. It can be hugely helpful. Big difference between winning and losing with that.

5) Google is biasing to big brands. It feels hopeless to compete against them

A lot of people are feeling this hopelessness, hopelessness in SEO about competing against them. I get that pain. In fact, I’ve felt that very strongly for a long time in the SEO world, and I think the trend has only increased. This comes from all sorts of stuff. Brands now have the little dropdown next to their search result listing. There are these brand and entity connections. As Google is using answers and knowledge graph more and more, it’s feeling like those entities are having a bigger influence on where things rank and where they’re visible and where they’re pulling from.

User and usage behavior signals on the rise means that big brands, who have more of those signals, tend to perform better. Brands in the knowledge graph, brands growing links without any effort, they’re just growing links because they’re brands and people point to them naturally. Well, that is all really tough and can be very frustrating.

I think you have a few choices on the table. First off, you can choose to compete with brands where they can’t or won’t. So this is areas like we’re going after these keywords that we know these big brands are not chasing. We’re going after social channels or people on social media that we know big brands aren’t. We’re going after user generated content because they have all these corporate requirements and they won’t invest in that stuff. We’re going after content that they refuse to pursue for one reason or another. That can be very effective.

You better be building, growing, and leveraging your competitive advantage. Whenever you build an organization, you’ve got to say, “Hey, here’s who is out there. This is why we are uniquely better or a uniquely better choice for this set of customers than these other ones.” If you can leverage that, you can generally find opportunities to compete and even to win against big brands. But those things have to become obvious, they have to become well-known, and you need to essentially build some of your brand around those advantages, or they’re not going to give you help in search. That includes media, that includes content, that includes any sort of press and PR you’re doing. That includes how you do your own messaging, all of these things.

(C) You can choose to serve a market or a customer that they don’t or won’t. That can be a powerful way to go about search, because usually search is bifurcated by the customer type. There will be slightly different forms of search queries that are entered by different kinds of customers, and you can pursue one of those that isn’t pursued by the competition.

Last, but not least, I think for everyone in SEO we all realize we’re going to have to become brands ourselves. That means building the signals that are typically associated with brands — authority, recognition from an industry, recognition from a customer set, awareness of our brand even before a search has happened. I talked about this in a previous Whiteboard Friday, but I think because of these things, SEO is becoming a channel that you benefit from as you grow your brand rather than the channel you use to initially build your brand.

All right, everyone. Hope these have been helpful in combating some of these infuriating, frustrating problems and that we’ll see some great comments from you guys. I hope to participate in those as well, and we’ll catch you again next week for another edition of Whiteboard Friday. Take care.

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#6 SEO For Advanced Content Types

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​Inbound Lead Generation: eCommerce Marketing’s Missing Link

Posted by Everett

If eCommerce businesses hope to remain competitive with Amazon, eBay, big box brands, and other online retail juggernauts, they’ll need to learn how to conduct content marketing, lead generation, and contact nurturing as part of a comprehensive inbound marketing strategy.

First, I will discuss some of the ways most online retailers are approaching email from the bottom of the funnel upward, and why this needs to be turned around. Then we can explore how to go about doing this within the framework of “Inbound Marketing” for eCommerce businesses. Lastly, popular marketing automation and email marketing solutions are discussed in the context of inbound marketing for eCommerce.

Key differences between eCommerce and lead generation approaches to email

Different list growth strategies

Email acquisition sources differ greatly between lead gen. sites and online stores. The biggest driver of email acquisition for most eCommerce businesses are their shoppers, especially when the business doesn’t collect an email address for their contact database until the shopper provides it during the check-out process—possibly, not until the very end.

With most B2B/B2C lead gen. websites, the entire purpose of every landing page is to get visitors to submit a contact form or pick up the phone. Often, the price tag for their products or services is much higher than those of an eCommerce site or involves recurring payments. In other words, what they’re selling is more difficult to sell. People take longer to make those purchasing decisions. For this reason, leads—in the form of contact names and email addresses—are typically acquired and nurtured without having first become a customer.

Contacts vs. leads

Whether it is a B2B or B2C website, lead gen. contacts (called leads) are thought of as potential customers (clients, subscribers, patients) who need to be nurtured to the point of becoming “sales qualified,” meaning they’ll eventually get a sales call or email that attempts to convert them into a customer.

On the other hand, eCommerce contacts are often thought of primarily as existing customers to whom the marketing team can blast coupons and other offers by email.

Retail sites typically don’t capture leads at the top or middle of the funnel. Only once a shopper has checked out do they get added to the list. Historically, the buying cycle has been short enough that eCommerce sites could move many first-time visitors directly to customers in a single visit.
But this has changed.

Unless your brand is very strong—possibly a luxury brand or one with an offline retail presence—it is probably getting more difficult (i.e. expensive) to acquire new customers. At the same time, attrition rates are rising. Conversion optimization helps by converting more bottom of the funnel visitors. SEO helps drive more traffic into the site, but mostly for middle-of-funnel (category page) and bottom-of-funnel (product page) visitors who may not also be price/feature comparison shopping, or are unable to convert right away because of device or time limitations.

Even savvy retailers publishing content for shoppers higher up in the funnel, such as buyer guides and reviews, aren’t getting an email address and are missing a lot of opportunities because of it.

attract-convert-grow-funnel-inflow-2.jpg

Here’s a thought. If your eCommerce site has a 10 percent conversion rate, you’re doing pretty good by most standards. But what happened to the other 90 percent of those visitors? Will you have the opportunity to connect with them again? Even if you bump that up a few percentage points with retargeting, a lot of potential revenue has seeped out of your funnel without a trace.

I don’t mean to bash the eCommerce marketing community with generalizations. Most lead gen. sites aren’t doing anything spectacular either, and a lot of opportunity is missed all around.

There are many eCommerce brands doing great things marketing-wise. I’m a big fan of
Crutchfield for their educational resources targeting early-funnel traffic, and Neman Tools, Saddleback Leather and Feltraiger for the stories they tell. Amazon is hard to beat when it comes to scalability, product suggestions and user-generated reviews.

Sadly, most eCommerce sites (including many of the major household brands) still approach marketing in this way…

The ol’ bait n’ switch: promising value and delivering spam

Established eCommerce brands have gigantic mailing lists (compared with lead gen. counterparts), to whom they typically send out at least one email each week with “offers” like free shipping, $ off, buy-one-get-one, or % off their next purchase. The lists are minimally segmented, if at all. For example, there might be lists for repeat customers, best customers, unresponsive contacts, recent purchasers, shoppers with abandoned carts, purchases by category, etc.

The missing points of segmentation include which campaign resulted in the initial contact (sometimes referred to as a cohort) and—most importantly—the persona and buying cycle stage that best applies to each contact.

Online retailers often send frequent “blasts” to their entire list or to a few of the large segments mentioned above. Lack of segmentation means contacts aren’t receiving emails based on their interests, problems, or buying cycle stage, but instead, are receiving what they perceive as “generic” emails.

The result of these missing segments and the lack of overarching strategy looks something like this:

My, What a Big LIST You Have!

iStock_000017047747Medium.jpg

TIME reported in 2012 on stats from Responsys that the average online retailer sent out between five and six emails the week after Thanksgiving. Around the same time, the Wall Street Journal reported that the top 100 online retailers sent an average of 177 emails apiece to each of their contacts in 2011. Averaged out, that’s somewhere between three and four emails each week that the contact is receiving from these retailers.

The better to SPAM you with!

iStock_000016088853Medium.jpg

A 2014 whitepaper from SimpleRelevance titled
Email Fail: An In-Depth Evaluation of Top 20 Internet Retailer’s Email Personalization Capabilities (
PDF) found that, while 70 percent of marketing executives believed personalization was of “utmost importance” to their business…

“Only 17 percent of marketing leaders are going beyond basic transactional data to deliver personalized messages to consumers.”

Speaking of email overload, the same report found that some major online retailers sent ten or more emails per week!

simplerelevance-email-report-frequency.png

The result?

All too often, the eCommerce business will carry around big, dead lists of contacts who don’t even bother reading their emails anymore. They end up scrambling toward other channels to “drive more demand,” but because the real problems were never addressed, this ends up increasing new customer acquisition costs.

The cycle looks something like this:

  1. Spend a fortune driving in unqualified traffic from top-of-the-funnel channels
  2. Ignore the majority of those visitors who aren’t ready to purchase
  3. Capture email addresses only for the few visitors who made a purchase
  4. Spam the hell out of those people until they unsubscribe
  5. Spend a bunch more money trying to fill the top of the funnel with even more traffic

It’s like trying to fill your funnel with a bucket full of holes, some of them patched with band-aids.

The real problems

  1. Lack of a cohesive strategy across marketing channels
  2. Lack of a cohesive content strategy throughout all stages of the buying cycle
  3. Lack of persona, buying cycle stage, and cohort-based list segmentation to nurture contacts
  4. Lack of tracking across customer touchpoints and devices
  5. Lack of gated content that provides enough value to early-funnel visitors to get them to provide their email address

So, what’s the answer?

Inbound marketing allows online retailers to stop competing with Amazon and other “price focused” competitors with leaky funnels, and to instead focus on:

  1. Persona-based content marketing campaigns designed to acquire email addresses from high-quality leads (potential customers) by offering them the right content for each stage in their buyer’s journey
  2. A robust marketing automation system that makes true personalization scalable
  3. Automated contact nurturing emails triggered by certain events, such as viewing specific content, abandoning their shopping cart, adding items to their wish list or performing micro-conversions like downloading a look book
  4. Intelligent SMM campaigns that match visitors and customers with social accounts by email addresses, interests and demographics—as well as social monitoring
  5. Hyper-segmented email contact lists to support the marketing automation described above, as well as to provide highly-customized email and shopping experiences
  6. Cross-channel, closed loop reporting to provide a complete “omnichannel” view of online marketing efforts and how they assist offline conversions, if applicable

Each of these areas will be covered in more detail below. First, let’s take a quick step back and define what it is we’re talking about here.

Inbound marketing: a primer

A lot of people think “inbound marketing” is just a way some SEO agencies are re-cloaking themselves to avoid negative associations with search engine optimization. Others think it’s synonymous with “internet marketing.” I think it goes more like this:

Inbound marketing is to Internet marketing as SEO is to inbound marketing: One piece of a larger whole.

There are many ways to define inbound marketing. A cursory review of definitions from several trusted sources reveals some fundamental similarities :

Rand Fishkin

randfishkin.jpeg

“Inbound Marketing is the practice of earning traffic and attention for your business on the web rather than buying it or interrupting people to get it. Inbound channels include organic search, social media, community-building content, opt-in email, word of mouth, and many others. Inbound marketing is particularly powerful because it appeals to what people are looking for and what they want, rather than trying to get between them and what they’re trying to do with advertising. Inbound’s also powerful due to the flywheel-effect it creates. The more you invest in Inbound and the more success you have, the less effort required to earn additional benefit.”


Mike King

mikeking.jpeg

“Inbound Marketing is a collection of marketing activities that leverage remarkable content to penetrate earned media channels such as Organic Search, Social Media, Email, News and the Blogosphere with the goal of engaging prospects when they are specifically interested in what the brand has to offer.”

This quote is from 2012, and is still just as accurate today. It’s from an
Inbound.org comment thread where you can also see many other takes on it from the likes of Ian Lurie, Jonathon Colman, and Larry Kim.


Inflow

inflow-logo.jpeg

“Inbound Marketing is a multi-channel, buyer-centric approach to online marketing that involves attracting, engaging, nurturing and converting potential customers from wherever they are in the buying cycle.”

From Inflow’s
Inbound Services page.


Wikipedia

wikipedia.jpeg

“Inbound marketing refers to marketing activities that bring visitors in, rather than marketers having to go out to get prospects’ attention. Inbound marketing earns the attention of customers, makes the company easy to be found, and draws customers to the website by producing interesting content.”

From
Inbound Marketing – Wikipedia.


Larry-Kim.jpeg

Larry Kim

“Inbound marketing” refers to marketing activities that bring leads and customers in when they’re ready, rather than you having to go out and wave your arms to try to get people’s attention.”

Via
Marketing Land in 2013. You can also read more of Larry Kim’s interpretation, along with many others, on Inbound.org.


Hubspot

“Instead of the old outbound marketing methods of buying ads, buying email lists, and praying for leads, inbound marketing focuses on creating quality content that pulls people toward your company and product, where they naturally want to be.”

Via
Hubspot, a marketing automation platform for inbound marketing.

When everyone has their own definition of something, it helps to think about what they have in common, as opposed to how they differ. In the case of inbound, this includes concepts such as:

  • Pull (inbound) vs. push (interruption) marketing
  • “Earning” media coverage, search engine rankings, visitors and customers with outstanding content
  • Marketing across channels
  • Meeting potential customers where they are in their buyer’s journey

Running your first eCommerce inbound marketing campaign

Audience personas—priority no. 1

The magic happens when retailers begin to hyper-segment their list based on buyer personas and other relevant information (i.e. what they’ve downloaded, what they’ve purchased, if they abandoned their cart…). This all starts with audience research to develop personas. If you need more information on persona development, try these resources:

Once personas are developed, retailers should choose one on which to focus. A complete campaign strategy should be developed around this persona, with the aim of providing the “right value” to them at the “right time” in their buyer’s journey.

Ready to get started?

We’ve developed a quick-start guide in the form of a checklist for eCommerce marketers who want to get started with inbound marketing, which you can access below.

inbound ecommerce checklist

Hands-on experience running one campaign will teach you more about inbound marketing than a dozen articles. My advice: Just do one. You will make mistakes. Learn from them and get better each time.

Example inbound marketing campaign

Below is an example of how a hypothetical inbound marketing campaign might play out, assuming you have completed all of the steps in the checklist above. Imagine you handle marketing for an online retailer of high-end sporting goods.

AT Hiker Tommy campaign: From awareness to purchase

When segmenting visitors and customers for a “high-end sporting goods / camping retailer” based on the East Coast, you identified a segment of “Trail Hikers.” These are people with disposable income who care about high-quality gear, and will pay top dollar if they know it is tested and reliable. The top trail on their list of destinations is the
Appalachian Trail (AT).

Top of the Funnel: SEO & Strategic Content Marketing

at-tommy.jpg

Tommy’s first action is to do “top of the funnel” research from search engines (one reason why SEO is still so important to a complete inbound marketing strategy).

A search for “Hiking the Appalachian Trail” turns up your article titled “What NOT to Pack When Hiking the Appalachian Trail,” which lists common items that are bulky/heavy, and highlights slimmer, lighter alternatives from your online catalog.

It also highlights the difference between cheap gear and the kind that won’t let you down on your 2,181 mile journey through the wilderness of Appalachia, something you learned was important to Tommy when developing his persona. This allows you to get the company’s value proposition of “tested, high-end, quality gear only” in front of readers very early in their buyer’s journey—important if you want to differentiate your site from all of the retailers racing Amazon to the bottom of their profit margins.

So far you have yet to make “contact” with AT Hiker Tommy. The key to “acquiring” a contact before the potential customer is ready to make a purchase is to provide something of value to that specific type of person (i.e. their persona) at that specific point in time (i.e. their buying cycle stage).

In this case, we need to provide value to AT Hiker Tommy while he is getting started on his research about hiking the Appalachian Trail. He has an idea of what gear not to bring, as well as some lighter, higher-end options sold on your site. At this point, however, he is not ready to buy anything without researching the trail more. This is where retailers lose most of their potential customers. But not you. Not this time…

Middle of the funnel: Content offers, personalization, social & email nurturing

at-hiker-ebook.png

On the “What NOT to Pack When Hiking the Appalachian Trail” article (and probably several others), you have placed a call-to-action (CTA) in the form of a button that offers something like:

Download our Free 122-page Guide to Hiking the Appalachian Trail

This takes Tommy to a landing page showcasing some of the quotes from the book, and highlighting things like:

“We interviewed over 50 ‘thru-hikers’ who completed the AT and have curated and organized the best first-hand tips, along with our own significant research to develop a free eBook that should answer most of your questions about the trail.”

By entering their email address potential customers agree to allow you to send them the free PDF downloadable guide to hiking the AT, and other relevant information about hiking.

An automated email is sent with a link to the downloadable PDF guide, and several other useful content links, such as “The AT Hiker’s Guide to Gear for the Appalachian Trail”—content designed to move Tommy further toward the purchase of hiking gear.

If Tommy still has not made a purchase within the next two weeks, another automated email is sent asking for feedback about the PDF guide (providing the link again), and to again provide the link to the “AT Hiker’s Guide to Gear…” along with a compelling offer just for him, perhaps “Get 20% off your first hiking gear purchase, and a free wall map of the AT!”

Having Tommy’s email address also allows you to hyper-target him on social channels, while also leveraging his initial visit to initiate retargeting efforts.

Bottom of the funnel: Email nurturing & strategic, segmented offers

Eventually Tommy makes a purchase, and he may or may not receive further emails related to this campaign, such as post-purchase emails for reviews, up-sells and cross-sells.

Upon checkout, Tommy checked the box to opt-in to weekly promotional emails. He is now on multiple lists. Your marketing automation system will automatically update Tommy’s status from “Contact” or lead, to “Customer” and potentially remove or deactivate him from the marketing automation system database. This is accomplished either by default integration features, or with the help of integration tools like
Zapier and IFTTT.

You have now nurtured Tommy from his initial research on Google all the way to his first purchase without ever having sent a spammy newsletter email full of irrelevant coupons and other offers. However, now that he is a loyal customer, Tommy finds value in these bottom-of-funnel email offers.

And this is just the start

Every inbound marketing campaign will have its own mix of appropriate channels. This post has focused mostly on email because acquiring the initial permission to contact the person is what fuels most of the other features offered by marketing automation systems, including:

  • Personalization of offers and other content on the site.
  • Knowing exactly which visitors are interacting on social media
  • Knowing where visitors and social followers are in the buying cycle and which persona best represents them, among other things.
  • Smart forms that don’t require visitors to put in the same information twice and allow you to build out more detailed profiles of them over time.
  • Blogging platforms that tie into email and marketing automation systems
  • Analytics data that isn’t blocked by Google and is tied directly to real people.
  • Closed-loop reporting that integrates with call-tracking and Google’s Data Import tool
  • Up-sell, cross-sell, and abandoned cart reclamation features
Three more things…
  1. If you can figure out a way to get Tommy to “log in” when he comes to your site, the personalization possibilities are nearly limitless.
  2. The persona above is based on a real customer segment. I named it after my friend Tommy Bailey, who actually did write the eBook
    Guide to Hiking the Appalachian Trail, featured in the image above.
  3. This Moz post is part of an inbound marketing campaign targeting eCommerce marketers, a segment Inflow identified while building out our own personas. Our hope, and the whole point of inbound marketing, is that it provides value to you.

Current state of the inbound marketing industry

Inbound has, for the the most part, been applied to businesses in which the website objective is to generate leads for a sales team to follow-up with and close the deal. An examination of various marketing automation platforms—a key component of scalable inbound marketing programs—highlights this issue.

Popular marketing automation systems

Most of the major marketing automation systems can be be used very effectively as the backbone of an inbound marketing program for eCommerce businesses. However, only one of them (Silverpop) has made significant efforts to court the eCommerce market with content and out-of-box features. The next closest thing is Hubspot, so let’s start with those two:

Silverpop – an IBMⓇ Company

silver-pop.jpeg

Unlike the other platforms below, right out of the box Silverpop allows marketers to tap into very specific behaviors, including the items purchased or left in the cart.

You can easily segment based on metrics like the Recency, Frequency and Monetary Value (RFM) of purchases:

silverpop triggered campaigns

You can automate personalized shopping cart abandonment recovery emails:

silverpop cart abandonment recovery

You can integrate with many leading brands offering complementary services, including: couponing, CRM, analytics, email deliverability enhancement, social and most major eCommerce platforms.

What you can’t do with Silverpop is blog, find pricing info on their website, get a free trial on their website or have a modern-looking user experience. Sounds like an IBMⓇ company, doesn’t it?

HubSpot

Out of all the marketing automation platforms on this list, HubSpot is the most capable of handling “inbound marketing” campaigns from start to finish. This should come as no surprise, given the phrase is credited to
Brian Halligan, HubSpot’s co-founder and CEO.

While they don’t specifically cater to eCommerce marketing needs with the same gusto they give to lead gen. marketing, HubSpot does have
an eCommerce landing page and a demo landing page for eCommerce leads, which suggests that their own personas include eCommerce marketers. Additionally, there is some good content on their blog written specifically for eCommerce.

HubSpot has allowed some key partners to develop plug-ins that integrate with leading eCommerce platforms. This approach works well with curation, and is not dissimilar to how Google handles Android or Apple handles their approved apps.

magento and hubspot

The
Magento Connector for HubSpot, which costs $80 per month, was developed by EYEMAGiNE, a creative design firm for eCommerce websites. A similar HubSpot-approved third-party integration is on the way for Bigcommerce.

Another eCommerce integration for Hubspot is a Shopify plug-in called
HubShoply, which was developed by Groove Commerce and costs $100 per month.

You can also use HubSpot’s native integration capabilities with
Zapier to sync data between HubSpot and most major eCommerce SaaS vendors, including the ones above, as well as WooCommerce, Shopify, PayPal, Infusionsoft and more. However, the same could be said of some of the other marketing automation platforms, and using these third-party solutions can sometimes feel like fitting a square peg into a round hole.

HubSpot can and does handle inbound marketing for eCommerce websites. All of the features are there, or easy enough to integrate. But let’s put some pressure on them to up their eCommerce game even more. The least they can do is put an eCommerce link in the footer:

hubspot menus

Despite the lack of clear navigation to their eCommerce content, HubSpot seems to be paying more attention to the needs of eCommerce businesses than the rest of the platforms below.

Marketo

Nothing about Marketo’s in-house marketing strategy suggests “Ecommerce Director Bob” might be one of their personas. The description for each of
their marketing automation packages (from Spark to Enterprise) mentions that it is “for B2B” websites.

marketo screenshot

Driving Sales could apply to a retail business so I clicked on the link. Nope. Clearly, this is for lead generation.

marketo marketing automation

Passing “purchase-ready leads” over to your “sales reps” is a good example of the type of language used throughout the site.

Make no mistake, Marketo is a top-notch marketing automation platform. Powerful and clean, it’s a shame they don’t launch a full-scale eCommerce version of their core product. In the meantime, there’s the
Magento Integration for Marketo Plug-in developed by an agency out of Australia called Hoosh Marketing.

magento marketo integration

I’ve never used this integration, but it’s part of Marketo’s
LaunchPoint directory, which I imagine is vetted, and Hoosh seems like a reputable agency.

Their
pricing page is blurred and gated, which is annoying, but perhaps they’ll come on here and tell everyone how much they charge.

marketo pricing page

As with all others except Silverpop, the Marketo navigation provides no easy paths to landing pages that would appeal to “Ecommerce Director Bob.”

Pardot

This option is a
SalesForce product, so—though I’ve never had the opportunity to use it—I can imagine Pardot is heavy on B2B/Sales and very light on B2C marketing for retail sites.

The hero image on their homepage says as much.

pardot tagline

pardot marketing automationAgain, no mention of eCommerce or retail, but clear navigation to lead gen and sales.

Eloqua / OMC

eloqua-logo.jpeg

Eloqua, now part of the Oracle Marketing Cloud (OMC), has a landing page
for the retail industry, on which they proclaim:

“Retail marketers know that the path to lifelong loyalty and increased revenue goes through building and growing deep client relationships.”

Since when did retail marketers start calling customers clients?

eloqua integration

The Integration tab on OMC’s “…Retail.html” page helpfully informs eCommerce marketers that their sales teams can continue using CRM systems like SalesForce and Microsoft Dynamics but doesn’t mention anything about eCommerce platforms and other SaaS solutions for eCommerce businesses.

Others

There are many other players in this arena. Though I haven’t used them yet, three I would love to try out are
SharpSpring, Hatchbuck and Act-On. But none of them appear to be any better suited to handle the concerns of eCommerce websites.

Where there’s a gap, there’s opportunity

The purpose of the section above wasn’t to highlight deficiencies in the tools themselves, but to illustrate a gap in who they are being marketed to and developed for.

So far, most of your eCommerce competitors probably aren’t using tools like these because they are not marketed to by the platforms, and don’t know how to apply the technology to online retail in a way that would justify the expense.

The thing is, a tool is just a tool

The
key concepts behind inbound marketing apply just as much to online retail as they do to lead generation.

In order to “do inbound marketing,” a marketing automation system isn’t even strictly necessary (in theory). They just help make the activities scalable for most businesses.

They also bring a lot of different marketing activities under one roof, which saves time and allows data to be moved and utilized between channels and systems. For example, what a customer is doing on social could influence the emails they receive, or content they see on your site. Here are some potential uses for most of the platforms above:

Automated marketing uses

  • Personalized abandoned cart emails
  • Post-purchase nurturing/reorder marketing
  • Welcome campaigns for the newsletter (other free offer) signups
  • Winback campaigns
  • Lead-nurturing email campaigns for cohorts and persona-based segments

Content marketing uses

  • Optimized, strategic blogging platforms, and frameworks
  • Landing pages for pre-transactional/educational offers or contests
  • Social media reporting, monitoring, and publishing
  • Personalization of content and user experience

Reporting uses

  • Revenue reporting (by segment or marketing action)
  • Attribution reporting (by campaign or content)

Assuming you don’t have the budget for a marketing automation system, but already have a good email marketing platform, you can still get started with inbound marketing. Eventually, however, you may want to graduate to a dedicated marketing automation solution to reap the full benefits.

Email marketing platforms

Most of the marketing automation systems claim to replace your email marketing platform, while many email marketing platforms claim to be marketing automation systems. Neither statement is completely accurate.

Marketing automation systems, especially those created specifically for the type of “inbound” campaigns described above, provide a powerful suite of tools all in one place. On the other hand, dedicated email platforms tend to offer “email marketing” features that are better, and more robust, than those offered by marketing automation systems. Some of them are also considerably cheaper—such as
MailChimp—but those are often light on even the email-specific features for eCommerce.

A different type of campaign

Email “blasts” in the form of B.O.G.O., $10 off or free shipping offers can still be very successful in generating incremental revenue boosts — especially for existing customers and seasonal campaigns.

The conversion rate on a 20% off coupon sent to existing customers, for instance, would likely pulverize the conversion rate of an email going out to middle-of-funnel contacts with a link to content (at least with how CR is currently being calculated by email platforms).

Inbound marketing campaigns can also offer quick wins, but they tend to focus mostly on non-customers after the first segmentation campaign (a campaign for the purpose of segmenting your list, such as an incentivised survey). This means lower initial conversion rates, but long-term success with the growth of new customers.

Here’s a good bet if works with your budget: Rely on a marketing automation system for inbound marketing to drive new customer acquisition from initial visit to first purchase, while using a good email marketing platform to run your “promotional email” campaigns to existing customers.

If you have to choose one or the other, I’d go with a robust marketing automation system.

Some of the most popular email platforms used by eCommerce businesses, with a focus on how they handle various Inbound Marketing activities, include:

Bronto

bronto.jpeg

This platform builds in features like abandoned cart recovery, advanced email list segmentation and automated email workflows that nurture contacts over time.

They also offer a host of eCommerce-related
features that you just don’t get with marketing automation systems like Hubspot and Marketo. This includes easy integration with a variety of eCommerce platforms like ATG, Demandware, Magento, Miva Merchant, Mozu and MarketLive, not to mention apps for coupons, product recommendations, social shopping and more. Integration with enterprise eCommerce platforms is one reason why Bronto is seen over and over again when browsing the Internet Retailer Top 500 reports.

On the other hand, Bronto—like the rest of these email platforms—doesn’t have many of the features that assist with content marketing outside of emails. As an “inbound” marketing automation system, it is incomplete because it focuses almost solely on one channel: email.

Vertical Response

verticalresponse.jpeg

Another juggernaut in eCommerce email marketing platforms, Vertical Response, has even fewer inbound-related features than Bronto, though it is a good email platform with a free version that includes up to 1,000 contacts and 4,000 emails per month (i.e. 4 emails to a full list of 1,000).

Oracle Marketing Cloud (OMC)

Responsys (the email platform), like Eloqua (the marketing automation system) was gobbled up by Oracle and is now part of their “Marketing Cloud.”

It has been my experience that when a big technology firm like IBM or Oracle buys a great product, it isn’t “great” for the users. Time will tell.

Listrak

listrak.jpeg

Out of the established email platforms for eCommerce, Listrak may do the best job at positioning themselves as a full inbound marketing platform.

Listrak’s value proposition is that they’re an “Omnichannel” solution. Everything is all in one “Single, Integrated Digital Marketing Platform for Retailers.” The homepage image promises solutions for Email, Mobile, Social, Web and In-Store channels.

I haven’t had the opportunity to work with Listrak yet, but would love to hear feedback in the comments on whether they could handle the kind of persona-based content marketing and automated email nurturing campaigns described in the example campaign above.

Key takeaways

Congratulations for making this far! Here are a few things I hope you’ll take away from this post:

  • There is a lot of opportunity right now for eCommerce sites to take advantage of marketing automation systems and robust email marketing platforms as the infrastructure to run comprehensive inbound marketing campaigns.
  • There is a lot of opportunity right now for marketing automation systems to develop content and build in eCommerce-specific features to lure eCommerce marketers.
  • Inbound marketing isn’t email marketing, although email is an important piece to inbound because it allows you to begin forming lasting relationships with potential customers much earlier in the buying cycle.
  • To see the full benefits of inbound marketing, you should focus on getting the right content to the right person at the right time in their shopping journey. This necessarily involves several different channels, including search, social and email. One of the many benefits of marketing automation systems is their ability to track your efforts here across marketing channels, devices and touch-points.

Tools, resources, and further reading

There is a lot of great content on the topic of Inbound marketing, some of which has greatly informed my own understanding and approach. Here are a few resources you may find useful as well.

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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Moving 5 Domains to 1: An SEO Case Study

Posted by Dr-Pete

People often ask me if they should change domain names, and I always shudder just a little. Changing domains is a huge, risky undertaking, and too many people rush into it seeing only the imaginary upside. The success of the change also depends wildly on the details, and it’s not the kind of question anyone should be asking casually on social media.

Recently, I decided that it was time to find a new permanent home for my personal and professional blogs, which had gradually spread out over 5 domains. I also felt my main domain was no longer relevant to my current situation, and it was time for a change. So, ultimately I ended up with a scenario that looked like this:

The top three sites were active, with UserEffect.com being my former consulting site and blog (and relatively well-trafficked). The bottom two sites were both inactive and were both essentially gag sites. My one-pager, AreYouARealDoctor.com, did previously rank well for “are you a real doctor”, so I wanted to try to recapture that.

I started migrating the 5 sites in mid-January, and I’ve been tracking the results. I thought it would be useful to see how this kind of change plays out, in all of the gory details. As it turns out, nothing is ever quite “textbook” when it comes to technical SEO.

Why Change Domains at All?

The rationale for picking a new domain could fill a month’s worth of posts, but I want to make one critical point – changing domains should be about your business goals first, and SEO second. I did not change domains to try to rank better for “Dr. Pete” – that’s a crap shoot at best. I changed domains because my old consulting brand (“User Effect”) no longer represented the kind of work I do and I’m much more known by my personal brand.

That business case was strong enough that I was willing to accept some losses. We went through a similar transition here
from SEOmoz.org to Moz.com. That was a difficult transition that cost us some SEO ground, especially short-term, but our core rationale was grounded in the business and where it’s headed. Don’t let an SEO pipe dream lead you into a risky decision.

Why did I pick a .co domain? I did it for the usual reason – the .com was taken. For a project of this type, where revenue wasn’t on the line, I didn’t have any particular concerns about .co. The evidence on how top-level domains (TLDs) impact ranking is tough to tease apart (so many other factors correlate with .com’s), and Google’s attitude tends to change over time, especially if new TLDs are abused. Anecdotally, though, I’ve seen plenty of .co’s rank, and I wasn’t concerned.

Step 1 – The Boring Stuff

It is absolutely shocking how many people build a new site, slap up some 301s, pull the switch, and hope for the best. It’s less shocking how many of those people end up in Q&A a week later, desperate and bleeding money.


Planning is hard work, and it’s boring – get over it.

You need to be intimately familiar with every page on your existing site(s), and, ideally, you should make a list. Not only do you have to plan for what will happen to each of these pages, but you’ll need that list to make sure everything works smoothly later.

In my case, I decided it might be time to do some housekeeping – the User Effect blog had hundreds of posts, many outdated and quite a few just not very good. So, I started with the easy data – recent traffic. I’m sure you’ve seen this Google Analytics report (Behavior > Site Content > All Pages):

Since I wanted to focus on recent activity, and none of the sites had much new content, I restricted myself to a 3-month window (Q4 of 2014). Of course, I looked much deeper than the top 10, but the principle was simple – I wanted to make sure the data matched my intuition and that I wasn’t cutting off anything important. This helped me prioritize the list.

Of course, from an SEO standpoint, I also didn’t want to lose content that had limited traffic but solid inbound links. So, I checked my “Top Pages” report in
Open Site Explorer:

Since the bulk of my main site was a blog, the top trafficked and top linked-to pages fortunately correlated pretty well. Again, this is only a way to prioritize. If you’re dealing with sites with thousands of pages, you need to work methodically through the site architecture.

I’m going to say something that makes some SEOs itchy – it’s ok not to move some pages to the new site. It’s even ok to let some pages 404. In Q4, UserEffect.com had traffic to 237 URLs. The top 10 pages accounted for 91.9% of that traffic. I strongly believe that moving domains is a good time to refocus a site and concentrate your visitors and link equity on your best content. More is not better in 2015.

Letting go of some pages also means that you’re not 301-redirecting a massive number of old URLs to a new home-page. This can look like a low-quality attempt to consolidate link-equity, and at large scale it can raise red flags with Google. Content worth keeping should exist on the new site, and your 301s should have well-matched targets.

In one case, I had a blog post that had a decent trickle of traffic due to ranking for “50,000 push-ups,” but the post itself was weak and the bounce rate was very high:

The post was basically just a placeholder announcing that I’d be attempting this challenge, but I never recapped anything after finishing it. So, in this case,
I rewrote the post.

Of course, this process was repeated across the 3 active sites. The 2 inactive sites only constituted a handful of total pages. In the case of AreYouARealDoctor.com, I decided to turn the previous one-pager
into a new page on the new site. That way, I had a very well-matched target for the 301-redirect, instead of simply mapping the old site to my new home-page.

I’m trying to prove a point – this is the amount of work I did for a handful of sites that were mostly inactive and producing no current business value. I don’t need consulting gigs and these sites produce no direct revenue, and yet I still considered this process worth the effort.

Step 2 – The Big Day

Eventually, you’re going to have to make the move, and in most cases, I prefer ripping off the bandage. Of course, doing something all at once doesn’t mean you shouldn’t be careful.

The biggest problem I see with domain switches (even if they’re 1-to-1) is that people rely on data that can take weeks to evaluate, like rankings and traffic, or directly checking Google’s index. By then, a lot of damage is already done. Here are some ways to find out quickly if you’ve got problems…

(1) Manually Check Pages

Remember that list you were supposed to make? It’s time to check it, or at least spot-check it. Someone needs to physically go to a browser and make sure that each major section of the site and each important individual page is resolving properly. It doesn’t matter how confident your IT department/guy/gal is – things go wrong.

(2) Manually Check Headers

Just because a page resolves, it doesn’t mean that your 301-redirects are working properly, or that you’re not firing some kind of 17-step redirect chain. Check your headers. There are tons of free tools, but lately I’m fond of
URI Valet. Guess what – I screwed up my primary 301-redirects. One of my registrar transfers wasn’t working, so I had to have a setting changed by customer service, and I inadvertently ended up with 302s (Pro tip: Don’t change registrars and domains in one step):

Don’t think that because you’re an “expert”, your plan is foolproof. Mistakes happen, and because I caught this one I was able to correct it fairly quickly.

(3) Submit Your New Site

You don’t need to submit your site to Google in 2015, but now that Google Webmaster Tools allows it, why not do it? The primary argument I hear is “well, it’s not necessary.” True, but direct submission has one advantage – it’s fast.

To be precise, Google Webmaster Tools separates the process into “Fetch” and “Submit to index” (you’ll find this under “Crawl” > “Fetch as Google”). Fetching will quickly tell you if Google can resolve a URL and retrieve the page contents, which alone is pretty useful. Once a page is fetched, you can submit it, and you should see something like this:

This isn’t really about getting indexed – it’s about getting nearly instantaneous feedback. If Google has any major problems with crawling your site, you’ll know quickly, at least at the macro level.

(4) Submit New XML Sitemaps

Finally, submit a new set of XML sitemaps in Google Webmaster Tools, and preferably tiered sitemaps. While it’s a few years old now, Rob Ousbey has a great post on the subject of
XML sitemap structure. The basic idea is that, if you divide your sitemap into logical sections, it’s going to be much easier to diagnosis what kinds of pages Google is indexing and where you’re running into trouble.

A couple of pro tips on sitemaps – first, keep your old sitemaps active temporarily. This is counterintuitive to some people, but unless Google can crawl your old URLs, they won’t see and process the 301-redirects and other signals. Let the old accounts stay open for a couple of months, and don’t cut off access to the domains you’re moving.

Second (I learned this one the hard way), make sure that your Google Webmaster Tools site verification still works. If you use file uploads or meta tags and don’t move those files/tags to the new site, GWT verification will fail and you won’t have access to your old accounts. I’d recommend using a more domain-independent solution, like verifying with Google Analytics. If you lose verification, don’t panic – your data won’t be instantly lost.

Step 3 – The Waiting Game

Once you’ve made the switch, the waiting begins, and this is where many people start to panic. Even executed perfectly, it can take Google weeks or even months to process all of your 301-redirects and reevaluate a new domain’s capacity to rank. You have to expect short term fluctuations in ranking and traffic.

During this period, you’ll want to watch a few things – your traffic, your rankings, your indexed pages (via GWT and the site: operator), and your errors (such as unexpected 404s). Traffic will recover the fastest, since direct traffic is immediately carried through redirects, but ranking and indexation will lag, and errors may take time to appear.

(1) Monitor Traffic

I’m hoping you know how to check your traffic, but actually trying to determine what your new levels should be and comparing any two days can be easier said than done. If you launch on a Friday, and then Saturday your traffic goes down on the new site, that’s hardly cause for panic – your traffic probably
always goes down on Saturday.

In this case, I redirected the individual sites over about a week, but I’m going to focus on UserEffect.com, as that was the major traffic generator. That site was redirected, in full on January 21st, and the Google Analytics data for January for the old site looked like this:

So far, so good – traffic bottomed out almost immediately. Of course, losing traffic is easy – the real question is what’s going on with the new domain. Here’s the graph for January for DrPete.co:

This one’s a bit trickier – the first spike, on January 16th, is when I redirected the first domain. The second spike, on January 22nd, is when I redirected UserEffect.com. Both spikes are meaningless – I announced these re-launches on social media and got a short-term traffic burst. What we really want to know is where traffic is leveling out.

Of course, there isn’t a lot of history here, but a typical day for UserEffect.com in January was about 1,000 pageviews. The traffic to DrPete.co after it leveled out was about half that (500 pageviews). It’s not a complete crisis, but we’re definitely looking at a short-term loss.

Obviously, I’m simplifying the process here – for a large, ecommerce site you’d want to track a wide range of metrics, including conversion metrics. Hopefully, though, this illustrates the core approach. So, what am I missing out on? In this day of [not provided], tracking down a loss can be tricky. Let’s look for clues in our other three areas…

(2) Monitor Indexation

You can get a broad sense of your indexed pages from Google Webmaster Tools, but this data often lags real-time and isn’t very granular. Despite its shortcomings, I still prefer
the site: operator. Generally, I monitor a domain daily – any one measurement has a lot of noise, but what you’re looking for is the trend over time. Here’s the indexed page count for DrPete.co:

The first set of pages was indexed fairly quickly, and then the second set started being indexed soon after UserEffect.com was redirected. All in all, we’re seeing a fairly steady upward trend, and that’s what we’re hoping to see. The number is also in the ballpark of sanity (compared to the actual page count) and roughly matched GWT data once it started being reported.

So, what happened to UserEffect.com’s index after the switch?

The timeframe here is shorter, since UserEffect.com was redirected last, but we see a gradual decline in indexation, as expected. Note that the index size plateaus around 60 pages – about 1/4 of the original size. This isn’t abnormal – low-traffic and unlinked pages (or those with deep links) are going to take a while to clear out. This is a long-term process. Don’t panic over the absolute numbers – what you want here is a downward trend on the old domain accompanied by a roughly equal upward trend on the new domain.

The fact that UserEffect.com didn’t bottom out is definitely worth monitoring, but this timespan is too short for the plateau to be a major concern. The next step would be to dig into these specific pages and look for a pattern.

(3) Monitor Rankings

The old domain is dropping out of the index, and the new domain is taking its place, but we still don’t know why the new site is taking a traffic hit. It’s time to dig into our core keyword rankings.

Historically, UserEffect.com had ranked well for keywords related to “split test calculator” (near #1) and “usability checklist” (in the top 3). While [not provided] makes keyword-level traffic analysis tricky, we also know that the split-test calculator is one of the top trafficked pages on the site, so let’s dig into that one. Here’s the ranking data from Moz Analytics for “split test calculator”:

The new site took over the #1 position from the old site at first, but then quickly dropped down to the #3/#4 ranking. That may not sound like a lot, but given this general keyword category was one of the site’s top traffic drivers, the CTR drop from #1 to #3/#4 could definitely be causing problems.

When you have a specific keyword you can diagnose, it’s worth taking a look at the live SERP, just to get some context. The day after relaunch, I captured this result for “dr. pete”:

Here, the new domain is ranking, but it’s showing the old title tag. This may not be cause for alarm – weird things often happen in the very short term – but in this case we know that I accidentally set up a 302-redirect. There’s some reason to believe that Google didn’t pass full link equity during that period when 301s weren’t implemented.

Let’s look at a domain where the 301s behaved properly. Before the site was inactive, AreYouARealDoctor.com ranked #1 for “are you a real doctor”. Since there was an inactive period, and I dropped the exact-match domain, it wouldn’t be surprising to see a corresponding ranking drop.

In reality, the new site was ranking #1 for “are you a real doctor” within 2 weeks of 301-redirecting the old domain. The graph is just a horizontal line at #1, so I’m not going to bother you with it, but here’s a current screenshot (incognito):

Early on, I also spot-checked this result, and it wasn’t showing the strange title tag crossover that UserEffect.com pages exhibited. So, it’s very likely that the 302-redirects caused some problems.

Of course, these are just a couple of keywords, but I hope it provides a starting point for you to understand how to methodically approach this problem. There’s no use crying over spilled milk, and I’m not going to fire myself, so let’s move on to checking any other errors that I might have missed.

(4) Check Errors (404s, etc.)

A good first stop for unexpected errors is the “Crawl Errors” report in Google Webmaster Tools (Crawl > Crawl Errors). This is going to take some digging, especially if you’ve deliberately 404’ed some content. Over the couple of weeks after re-launch, I spotted the following problems:

The old site had a “/blog” directory, but the new site put the blog right on the home-page and had no corresponding directory. Doh. Hey, do as I say, not as I do, ok? Obviously, this was a big blunder, as the old blog home-page was well-trafficked.

The other two errors here are smaller but easy to correct. MinimalTalent.com had a “/free” directory that housed downloads (mostly PDFs). I missed it, since my other sites used a different format. Luckily, this was easy to remap.

The last error is a weird looking URL, and there are other similar URLs in the 404 list. This is where site knowledge is critical. I custom-designed a URL shortener for UserEffect.com and, in some cases, people linked to those URLs. Since those URLs didn’t exist in the site architecture, I missed them. This is where digging deep into historical traffic reports and your top-linked pages is critical. In this case, the fix isn’t easy, and I have to decide whether the loss is worth the time.

What About the New EMD?

My goal here wasn’t to rank better for “Dr. Pete,” and finally unseat Dr. Pete’s Marinades, Dr. Pete the Sodastream flavor (yes, it’s hilarious – you can stop sending me your grocery store photos), and 172 dentists. Ok, it mostly wasn’t my goal. Of course, you might be wondering how switching to an EMD worked out.

In the short term, I’m afraid the answer is “not very well.” I didn’t track ranking for “Dr. Pete” and related phrases very often before the switch, but it appears that ranking actually fell in the short-term. Current estimates have me sitting around page 4, even though my combined link profile suggests a much stronger position. Here’s a look at the ranking history for “dr pete” since relaunch (from Moz Analytics):

There was an initial drop, after which the site evened out a bit. This less-than-impressive plateau could be due to the bad 302s during transition. It could be Google evaluating a new EMD and multiple redirects to that EMD. It could be that the prevalence of natural anchor text with “Dr. Pete” pointing to my site suddenly looked unnatural when my domain name switched to DrPete.co. It could just be that this is going to take time to shake out.

If there’s a lesson here (and, admittedly, it’s too soon to tell), it’s that you shouldn’t rush to buy an EMD in 2015 in the wild hope of instantly ranking for that target phrase. There are so many factors involved in ranking for even a moderately competitive term, and your domain is just one small part of the mix.

So, What Did We Learn?

I hope you learned that I should’ve taken my own advice and planned a bit more carefully. I admit that this was a side project and it didn’t get the attention it deserved. The problem is that, even when real money is at stake, people rush these things and hope for the best. There’s a real cheerleading mentality when it comes to change – people want to take action and only see the upside.

Ultimately, in a corporate or agency environment, you can’t be the one sour note among the cheering. You’ll be ignored, and possibly even fired. That’s not fair, but it’s reality. What you need to do is make sure the work gets done right and people go into the process with eyes wide open. There’s no room for shortcuts when you’re moving to a new domain.

That said, a domain change isn’t a death sentence, either. Done right, and with sensible goals in mind – balancing not just SEO but broader marketing and business objectives – a domain migration can be successful, even across multiple sites.

To sum up: Plan, plan, plan, monitor, monitor, monitor, and try not to panic.

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Hiring for SEO: How to Find and Hire Someone with Little or No Experience

Posted by RuthBurrReedy

SEO is a seller’s market. The supply of people with SEO experience is currently no match for the demand for search engine marketing services, as anyone who has spent months searching for the right SEO candidate can tell you. Even in a big city with a booming tech scene (like Seattle, LA, New York, or Austin), experienced SEOs are thin on the ground. In a local market where the economy is less tech-driven (like, say, Oklahoma City, where I work), finding an experienced SEO (even one with just a year or two of experience) is like finding a unicorn.

You’re hired. (Photo via 
Pixabay)

If you’re looking for an in-house SEO or someone to run your whole program, you may have no choice but to hold out for a hero (and think about relocating someone). If you’re an SEO trying to grow a team of digital marketers at an agency or to expand a large in-house team, sometimes your best bet is to hire someone with no digital marketing experience but a lot of potential and train them. 

However, you can’t plug just anyone into an SEO role, train them up right and have them be fantastic (or enjoy their job); there are definite skills, talents and personality traits that contribute to success in digital marketing.

Most advice on hiring SEOs is geared toward making sure they know their stuff and aren’t spammers. That’s not really applicable to hiring at the trainee level, though. So how can you tell whether someone is right for a job they’ve never done? At BigWing, we’ve had a lot of success hiring smart young people and turning them into digital marketers, and there are a few things we look for in a candidate.

Are they an aggressive, independent learner?

Successful SEOs spend a ton of time on continued learning—reading blogs, attending conferences and webinars, discussing and testing new techniques—and a lot of that learning happens outside of normal work hours. The right candidate should be someone who loves learning and has the ability to independently drive their ongoing education.

Ask job candidates about another situation where they’ve had to quickly pick up a new skill. What did they do to learn it? How did that go? If it’s never come up for them, ask what they might do in that situation.

Interview prep is something I always look for in a candidate, since it shows they’re actually interested in the job. Ask what they’ve done to prep for the interview. Did they take a look at your company website? Maybe do some Googling to find other informational resources on what digital marketing entails? What did they learn? Where did they learn it? How did they find it?

Give your candidates some homework before the interview. Have them read the 
Beginner’s Guide to SEO, maybe Google’s Search Engine Optimization Starter Guide, or the demo modules at Distilled U. How much of it did they retain? More importantly, what did they learn? Which brings us to:

Do they have a small understanding of what SEO is and why we do it?

I’ve seen a lot of people get excited about learning SEO, do OK for a year or two, and then crash and burn. The number one cause of SEO flame-out or burn-out, in my experience, is an inability to pivot from old tactics to new ones. This failure often stems from a fundamental lack of understanding of what SEO is (marketing, connecting websites that have stuff with people who want that stuff) and what it is not (any single SEO tactic).

It can be frustrating when the methods you originally learned on, or that used to work so well, dry up and blow away (I’m looking at you, siloing and PageRank sculpting). If you’re focused on what tricks and tactics can get you ranking #1, instead of on how you’re using digital techniques to market to and connect with potential customers, sooner or later the rug’s going to get pulled out from under you.

Ask your candidates: what did they retain from their research? Are they totally focused on the search engine, or have they thought about how visits can turn into revenue? Do they seem more interested in being a hacker, or a marketer? Some people really fall in love with the idea that they could manipulate search engines to do what they want; I look for people who are more in love with the idea of using the Internet as a tool to connect businesses with their customers, since ultimately your SEO client is going to want revenue, not just rankings.

Another trait I look for in the interview process is empathy. Can they articulate why a business might want to invest in search? Ask them to imagine some fears or concerns a small business owner might have when starting up an Internet marketing program. This is especially important for agency work, where communicating success requires an understanding of your client’s goals and concerns.

Can they write?

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Pixabay

Even if you’re looking to grow someone into a technical SEO, not a content creator, SEO involves writing well. You’re going to have to be able to create on-page elements that not only communicate topical relevance to search engines but also appeal to users.

This should go without saying, but in my experience definitely doesn’t: their resume should be free of typos and grammatical errors. Not only is this an indicator of their ability to write while unsupervised, it’s also an indicator of their attention to detail and how seriously they’re taking the position.

Any kind of writing experience is a major plus for me when looking at a resume, but isn’t necessarily a requirement. It’s helpful to get some idea of what they’re capable of, though. Ask for a writing sample, and better yet, look for a writing sample in the wild online. Have they blogged before?
You’ll almost certainly be exchanging emails with a candidate before an interview—pay attention to how they communicate via email. Is it hard to tell what they’re talking about? Good writing isn’t just about grammar; it’s about communicating ideas.

I like to give candidates a scenario like “A client saw traffic to their website decline because of an error we failed to detect. We found and corrected the error, but their traffic numbers are still down for the month,” and have them compose a pretend email to the client about what happened. This is a great way to test both their written communication skills and their empathy for the client. Are you going to have to proofread their client emails before they go out? That sounds tedious.

How are their critical thinking and data analysis skills?

A brand-new digital marketer probably won’t have any experience with analytics tools like Google Analytics, and that’s OK—you can teach them how to use those. What’s harder to teach is an ability to think critically and to use data to make decisions.

Have your candidates ever been in a situation where they needed to use data to figure out what to do next? What about tell a story, back up a claim or change someone’s mind? Recent college grads should all have recent experience with this, regardless of their major—critical thinking and data analysis are what college is all about.
How comfortable are they in Microsoft Excel? They don’t have to love it, but if they absolutely loathe it, SEO probably isn’t for them. Would it make them miserable to spend most of a day in a spreadsheet (not every day, but fairly regularly)?

Are they a citizen of the web?

Even if they’ve never heard of SEO, a new employee is going to have an easier time learning it if they’re already pretty net savvy. An active web presence also indicates a general interest in the the Internet, which is one indicator of whether they’ll have long-term interest in digital marketing as a field. Do some recon: are they active on social media? Have they ever blogged? What comes up when you Google them?

Prior experience

Different applicants will have different backgrounds, and you’ll have the best idea of what skills someone will need to bring to the table to fill the role you need. When I’m reading a resume, I take experience in any of these areas as a good sign:

  • Marketing 
  • Advertising 
  • Public relations 
  • APIs (using them, creating apps with them, what have you) 
  • Web development or coding of any kind 
  • Web design 
  • Copywriting

Your mileage may vary

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Knowyourmeme

Very few candidates are going to excel in all of the areas outlined above, and everyone you talk to is going to be stronger in some areas than others. Since digital marketing can include a wide variety of different tasks, keep in mind the things you’d actually like the person to do on the job; for example, written communication becomes somewhat less important in a non-client-facing role. At the very least, look for a smart, driven person who is excited about digital marketing as a career opportunity (not just as a next paycheck).

Hiring inexperienced people has its risks: the person you hire may not actually turn out to be any good at SEO. They may have more trouble learning it than you anticipated, and once they start doing it, they may decide that SEO just isn’t what they want to do long-term.

On the other hand, hiring and training someone who’s a great fit for your company culture and who is excited about learning often results in a better employee than hiring someone with experience who doesn’t really mesh well with your team. Plus, teaching someone SEO is a great way to make sure they don’t have any bad habits that could put your clients at risk. Best of all, you have the opportunity to unlock a whole career for someone and watch them grow into a world-class marketer—and that’s a great feeling.

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