Are your local SEO and business listing data optimization efforts ready for voice search?
Please visit Search Engine Land for the full article.
Reblogged 2 months ago from feeds.searchengineland.com
Are your local SEO and business listing data optimization efforts ready for voice search?
Please visit Search Engine Land for the full article.
Reblogged 2 months ago from feeds.searchengineland.com
Posted by MiriamEllis
I’ve advocated the use of Google’s owner response review feature since it first rolled out in 2010. This vital vehicle defends brand reputation and revenue, offering companies a means of transforming dissatisfied consumers into satisfied ones, supporting retention so that less has to be spent on new customer acquisition. I consider review responses to be a core customer service responsibility. Yet, eight years into the existence of this feature, marketing forums are still filled with entry-level questions like:
Over the years, I’ve seen different local SEO consultants reply in differing degrees to these common threads, but as of May 11, 2018, both agencies and brands woke to a new day: the day on which Google announced it would be emailing notifications like this to consumers when a business responds to their reviews, prompting them to view the reply.
Surveys indicate that well over 50% of consumers already expect responses within days of reviewing a business. With Google’s rollout, we can assume that this number is about to rise.
Why is this noteworthy news? I’ll explain exactly that in this post, plus demo how Moz Local can be a significant help to owners and marketers in succeeding in this new environment.
In the past, owner responses may have felt like something extra a business could do to improve management of its reputation. Perhaps a company you’re marketing has been making the effort to respond to negative reviews, at the very least, but you’ve let replying to positive reviews slide. Or maybe you respond to reviews when you can get around to it, with days or weeks transpiring between consumer feedback and brand reaction.
1) It signals that Google is turning reviews into a truly interactive feature, in keeping with so much else they’ve rolled out to the Knowledge Panel in recent times. Like booking buttons and Google Questions & Answers, notifications of owner responses are Google’s latest step towards making Knowledge Panels transactional platforms instead of static data entities. Every new feature brings us that much closer to Google positioning itself between providers and patrons for as many transactional moments as possible.
2) It signals a major turning point in consumer expectations. In the past, reviewers have left responses from motives of “having their say,” whether that’s to praise a business, warn fellow consumers, or simply document their experiences.
Now, imagine a patron who writes a negative review of two different restaurants he dined at for Sunday lunch and dinner. On Monday, he opens his email to find a Google notification that Restaurant A has left an owner response sincerely apologizing and reasonably explaining why service was unusually slow that weekend, but that Restaurant B is meeting his complaint about a rude waiter with dead air.
“So, Restaurant A cares about me, and Restaurant B couldn’t care less,” the consumer is left to conclude, creating an emotional memory that could inform whether he’s ever willing to give either business a second chance in the future.
Just one experience of receiving an owner response notification will set the rules of the game from here on out, making all future businesses that fail to respond seem inaccessible, neglectful, and even uncaring. It’s the difference between reviewers narrating their experiences from random motives, and leaving feedback with the expectation of being heard and answered.
I will go so far as to predict that Google’s announcement ups the game for all review platforms, because it will make owner responses to consumer sentiment an expected, rather than extra, effort.
Because no intelligent business would believe it can succeed in modern commerce while appearing unreachable or unconcerned, Google’s announcement calls for a priority shift. For brands large and small, it may not be an easy one, but it should look something like this:
Defining X is going to have to depend on the resources of your organization, but in an environment in which consumers expect your reply, the task of responding must now be moved from the back burner to a hotter spot on the stovetop. Statistics differ in past assessments of consumer expectations of response times:
My own expectation is that all of these numbers will now rise as a result of Google’s new function, meaning that the safest bet will be the fastest possible response. If resources are limited, I recommend prioritizing negative sentiment, aiming for a reply within hours rather than days as the best hope of winning back a customer. “Thank yous” for positive sentiment can likely wait for a couple of days, if absolutely necessary.
It’s inspiring to know that a recent Location3 study found that brands which do a good job of responding to reviews saw an average conversion rate of 13.9%, versus lackluster responders whose conversion rate was 10.4%. Depending on what you sell, those 3.5 points could be financially significant! But it’s not always easy to be optimally responsive.
If your business is small, accelerating response times can feel like a burden because of lack of people resources. If your business is a large, multi-location enterprise, the burden may lie in organizing awareness of hundreds of incoming reviews in a day, as well as keeping track of which reviews have been responded to and which haven’t.
The good news is…
The screenshot, above, is taken from the Moz Local dashboard. If you’re a customer, just log into your Moz Local account and go to your review section. From the “sources” section, choose “Google” — you’ll see the option to filter your reviews by “replied” and “not replied.” You’ll instantly be able to see which reviews you haven’t yet responded to. From there, simply use the in-dashboard feature that enables you to respond to your (or your clients’) reviews, without having to head over to your GMB dashboard or log into a variety of different clients’ GMB dashboards. So easy!
I highly recommend that all our awesome customers do this today and be sure you’ve responded to all of your most recent reviews. And, in the future, if you’re working your way through a stack of new, incoming Google reviews, this function should make it a great deal easier to keep organized about which ones you’ve checked off and which ones are still awaiting your response. I sincerely hope this function makes your work more efficient!
Please check out Mastering the Owner Response to the Quintet of Google My Business Reviews, which I published in 2016 to advocate responsiveness. It will walk you through these typical types of reviews you’ll be receiving:
The one update I’d make to the advice in the above piece, given Google’s rollout of the new notification function, would be to increase the number of positive reviews to which you’re responding. In 2016, I suggested that enterprises managing hundreds of locations should aim to express gratitude for at least 10% of favorable reviews. In 2018, I’d say reply with thanks to as many of these as you possibly can. Why? Because reviews are now becoming more transactional than ever, and if a customer says, “I like you,” it’s only polite to say, “Thanks!”. As more customers begin to expect responsiveness, failure to acknowledge praise could feel uncaring.
I would also suggest that responses to negative reviews more strongly feature a plea to the customer to contact the business so that things can be “made right.” GetFiveStars co-founder, Mike Blumenthal, is hoping that Google might one day create a private channel for brands and consumers to resolve complaints, but until that happens, definitely keep in mind that:
One of the most interesting aspects I’m considering as of the rollout of response notifications is whether it may ultimately impact the tone of reviews themselves. In the past, some reviewers have given way to excesses in their sentiment, writing about companies in the ugliest possible language… language I’ve always wanted to hope they wouldn’t use face-to-face with other human beings at the place of business. I’m wondering now if knowing there’s a very good chance that companies are responding to feedback could lessen the instances of consumers taking wild, often anonymous potshots at brands and create a more real-world, conversational environment.
In other words, instead of: “You overcharged me $3 for a soda and I know it’s because you’re [expletive] scammers, liars, crooks!!! Everyone beware of this company!!!”
We might see: “Hey guys, I just noticed a $3 overcharge on my receipt. I’m not too happy about this.”
The former scenario is honestly embarrassing. Trying to make someone feel better when they’ve just called you a thief feels a bit ridiculous and depressing. But the latter scenario is, at least, situation-appropriate instead of blown out of all proportion, creating an opening for you and your company to respond well and foster loyalty.
I can’t guarantee that reviewers will tone it down a bit if they feel more certain of being heard, but I’m hoping it will go that way in more and more cases.
What do you think? How will Google’s new function impact the businesses you market and the reviewers you serve? Please share your take and your tips with our community!
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Reblogged 1 year ago from tracking.feedpress.it
Let’s start with those of you who are timid towards marketing automation because, frankly, you are missing out.
Automation not only gives you time back (cue cuppa time), it waves goodbye to the ancient ‘spray and pray’ approach your contacts loathe.
Don’t believe us? In the DMA’s 2016 Consumer Email Tracker report, 68% of consumers ‘agreed’ or ‘strongly agreed’ with the statement ‘Most of the marketing emails I receive include no information of offers that are of interest to me’. You don’t want to be tarred with the same brush, do you?
On our crusade to empower marketers, we’re now offering three free automation templates to get you on the path to smarter more relevant communications:
Psst! Our free ‘Navigating the 5 stages of marketing automation’ guide is also jam-packed full of inspo.
To some, 25 automated campaigns might sound like a lot – but there were some customers who were crying out for the ability to produce more programs. And we’re all about empowering marketers, not hindering them.
All of our customers now have free rein to create up to 50 automations in their dotmailer accounts. You might be thinking “Woah, that’s a lot of dragging and dropping!” So, to make that part easier, we’ve made it possible to copy your program nodes meaning you won’t need to keep rebuilding those complex decisions.
If you’ve logged in recently, you may have noticed that things look a little different – and you’d be right. Our product team have been working tirelessly to bring you a new ‘elastic’ UI which makes it quicker, easier and more fluid to create campaigns and navigate the platform.
The Segment Builder’s got speedier, too, which makes it faster to generate key groups of contacts to target.
All in all, dotmailer’s slicker all around and these are just a few of the new improvements we’ve put in place. Watch the release video below or read all about it on the 17three page.
The post Marketing automation just got a little bit sweeter appeared first on The Email Marketing Blog.Reblogged 1 year ago from blog.dotmailer.com
There are the days that you will always remember because they are so personally important; the day you graduated from Uni, the day you got married or the day a child was born. Then there are days like 29th June 2007, which was just like any other day (for me at least) but would radically change virtually every part of my life.
The 29th June 2007 was the day that Apple started selling the iPhone. If you had told me then that in less than ten years my ‘phone’ would become like a third hand I would have laughed. At the time, I could not conceive of a world where everything was literally at my fingertips. Do you remember when we used to joke that ‘there must be an app for that.’ We cannot joke about that now, because there is an app for virtually everything.
When I did finally get one, I could not see how this was going to change my life. Here I had a device called an iPhone, which did many cool things but was the worst phone ever produced and oddly did not do obvious things like ‘copy and paste’. I would have loved to be part of that scrum where they were faced with ‘copy and paste’ or maps, and maps won! Up to that point, the A-Z had worked just fine.
Regardless of the type, these life-changing days come along rarely enough but I cannot think of another one (in my life at least) which has changed both my personal AND my professional life. From about the turn of the millennium, every year was the ‘year of mobile’ and by implication, the year that email died. So when the iPhone was released, everybody thought that the end of email was nigh. What we did not realise at the time was that smartphones would radically change both what was possible for marketers AND what was expected by consumers.
In fact, smartphones would revitalise the email channel and make it more relevant. The iPhone did usher in the era of the mobile but instead of being an email killer, it turned out that the smartphone was the perfect platform for email. It turned out that mobile was a device, not a channel. It turned out that email done well – delivering the right message to the right person at the right time was exactly what consumers wanted from communications in their pocket.
All too often we take the people and things closest to us for granted, so on this day I offer a toast to my iPhone and say thank you for quietly changing the world.Reblogged 1 year ago from blog.dotmailer.com
The concept of social proof is simple: if you see someone else – or a group of people – doing something, you’re more inclined to mirror the behavior yourself. The same is true in the world of commerce, in that consumers are more likely to be persuaded to buy if others like them have done so (and the experience was positive).
It’s no surprise then that dotmailer partner Trustpilot has a string of customers who are seeing significant conversion rate and revenue increases from reviews. Customer testimonials can bolster any kind of digital marketing, including PPC and SEM, yet email remains one of the most powerful ways to drive sales to your website. In fact, on average, email drives 18.4% of ecommerce orders, making it a very attractive marketing channel indeed.
The challenge for marketers is that not only are their emails fighting against a cluttered inbox, they’re also tasked with encouraging users to click through once the email is opened. Personalization, persuasive copy and relevancy go a long way to enhance the performance of email campaigns, but it’s social proof that adds the all-important layer of authenticity and trustworthiness. After all, consumers are more likely to listen to another consumer’s perspective of a product over a brand’s description.
How can I maximize social proof in my emails?
There are two ways to approach social proof in email marketing:
Firstly, there’s the opportunity to add ratings, reviews and trust marks to existing emails. A simple tactic could be adding Trustpilot’s TrustScore to your email header or including a customer review in the footer.
If you’re featuring products in your email, you can also include customers’ star ratings to demonstrate popularity and credibility. In this instance you’ll want to ensure that the product page displays the correct rating and reviews, otherwise you might be doing more harm than good. Thankfully, Trustpilot enables you to add live ratings to your emails and website – so they’ll always be accurate.
Other emails that are worthy of ratings, reviews and trust marks are the welcome series and abandoned cart reminders. Welcome emails are designed to introduce your brand’s USPs and build trust with prospects, and social proof is the perfect way to back up your message. Abandoned cart emails remind customers that they didn’t check out and all it could take is some carefully placed social proof to get them across the line.
While your existing emails can benefit from a peppering of ratings and reviews, social proof can also define a new suite of campaigns:
You could create an email featuring your company’s top-reviewed products of the week or month, along with their accompanying ratings.
An email telling customers how you’ve used their feedback to make improvements to your product or service shows that you listen and act on comments.
An obvious one, but email is the best way to collect reviews from people who’ve purchased a product or service from you. You can set up an automated email program to deliver the feedback request at the right time in the customer journey – e.g. a day or a few weeks after the order was placed, depending on your offering.
Social proof can go well beyond making your emails a customer-centric marketing device. In this free guide by Trustpilot and eCommerce MasterPlan, you’ll discover how it can also improve your company’s search rankings, bolster remarketing ads and improve AdWords performance.
 eCommerce Pulse – July 2016, Custora, 2016Reblogged 2 years ago from blog.dotmailer.com
Why did you decide to come to dotmailer?
I first got to know dotmailer when the company was just a bunch of young enthusiastic web developers called Ellipsis Media back in 1999. I was introduced by one of my suppliers and we decided to bring them on board to build a recruitment website for one of our clients. That client was Amnesty International and the job role was Secretary General. Not bad for a Croydon company whose biggest client before that was Scobles the plumber’s merchants. So, I was probably dotmailer’s first ever corporate client! After that, I used dotmailer at each company I worked for and then one day they approached a colleague and me and asked us if we wanted to work for them. That was 2013. We grabbed the opportunity with both hands and haven’t looked back since.
Tell us a bit about your role
I’m the Global Head of Technical Solutions which actually gives me responsibility for 2 teams. First, Custom Technical Solutions (CTS), who build bespoke applications and tools for customers that allow them to integrate more closely with dotmailer and make life easier. Second, Technical Pre-sales, which spans our 3 territories (EMEA, US and APAC) and works with prospective and existing clients to figure out the best solution and fit within dotmailer.
What accomplishments are you most proud of from your dotmailer time so far?
I would say so far it has to be helping to turn the CTS team from just 2 people into a group of 7 highly skilled and dedicated men and women who have become an intrinsic and valued part of the dotmailer organization. Also I really enjoy being part of the Senior Technical Management team. Here we have the ability to influence the direction and structure of the platform on a daily basis.
Can you speak a bit about your background and that of your team? What experience and expertise is required to join this team?
My background is quite diverse from a stint in the Army, through design college, web development, business analysis to heading up my current teams. I would say the most valuable skill that I have is being highly analytical. I love nothing more than listening to a client’s requirements and digging deep to work out how we can answer these if not exceed them.
As a team, we love nothing more than brainstorming our ideas. Every member has a valid input and we listen. Everyone has the opportunity to influence what we do and our motto is “there is no such thing as a stupid question.”
To work in my teams you have to be analytical but open minded to the fact that other people may have a better answer than you. Embrace other people’s input and use it to give our clients the best possible solution. We are hugely detail conscious, but have to be acutely aware that we need to tailor what we say to our audience so being able to talk to anyone at any level is hugely valuable.
How much of the dotmailer platform is easily customizable and when does it cross over into something that requires your team’s expertise? How much time is spent on these custom solutions one-time or ongoing?
I’ll let you in on a little secret here. We don’t actually do anything that our customers can’t do with dotmailer given the right knowledge and resources. This is because we build all of our solutions using the dotmailer public API. The API has hundreds of methods in both SOAP and REST versions, which allows you to do a huge amount with the dotmailer platform. We do have a vast amount of experience and knowledge in the team so we may well be able to build a solution quicker than our customers. We are more than happy to help them and their development teams build a solution using us on a consultancy basis to lessen the steepness of the learning curve.
Our aim when building a solution for a customer is that it runs silently in the background and does what it should without any fuss.
What are your plans for the Custom Tech Solutions team going forward?
The great thing about Custom Technical Solutions is you never know what is around the corner as our customers have very diverse needs. What we are concentrating on at the moment is refining our processes to ensure that they are as streamlined as possible and allow us to give as much information to the customer as we can. We are also always looking at the technology and coding approaches that we use to make sure that we build the most innovative and robust solutions.
We are also looking at our external marketing and sharing our knowledge through blogs so keep an eye on the website for our insights.
What are the most common questions that you get when speaking to a prospective customer?
Most questions seem to revolve around reassurance such as “Have you done this before?”, “How safe is my data?”, “What about security?”, “Can you talk to my developers?”, “Do I need to do anything?”. In most instances, we are the ones asking the questions as we need to find out information as soon as possible so that we can analyse it to ensure that we have the right detail to provide the right solution.
Can you tell us about the dotmailer differentiators you highlight when speaking to prospective customers that seem to really resonate?
We talk a lot about working with best of breed so for example a customer can use our Channel Extensions in automation programs to fire out an SMS to a contact using their existing provider. We don’t force customers down one route, we like to let them decide for themselves.
Also, I really like to emphasize the fact that there is always more than one way to do something within the dotmailer platform. This means we can usually find a way to do something that works for a client within the platform. If not, then we call in CTS to work out if there is a way that we can build something that will — whether this is automating uploads for a small client or mass sending from thousands of child accounts for an enterprise level one.
What do you see as the future of marketing automation technology? Will one size ever fit all? Or more customization going forward?
The 64 million dollar question. One size will never fit all. Companies and their systems are too organic for that. There isn’t one car that suits every driver or one racquet that suits every sport. Working with a top drawer partner network and building our system to be as open as possible from an integration perspective means that our customers can make dotmailer mold to their business and not the other way round…and adding to that the fact that we are building lots of features in the platform that will blow your socks off.
Tell us a bit about yourself – favorite sports team, favorite food, guilty pleasure, favorite band, favorite vacation spot?
I’m a dyed in the wool Gooner (aka Arsenal Football Club fan) thanks to my Grandfather leading me down the right path as a child. If you are still reading this after that bombshell, then food-wise I pretty much like everything apart from coriander which as far as I’m concerned is the Devils own spawn. I don’t really have a favorite band, but am partial to a bit of Level 42 and Kings of Leon and you will also find me listening to 90s drum and bass and proper old school hip hop. My favorite holiday destination is any decent villa that I can relax in and spend time with my family and I went to Paris recently and loved that. Guilty pleasure – well that probably has to be confessing to liking Coldplay or the fact that my favorite sandwich is peanut butter, cheese and salad cream. Go on try it, you’ll love it.Reblogged 2 years ago from blog.dotmailer.com
The top three reasons were People, Product and Opportunity. I met the people who make up our business and heard their stories from the past 18 years, learned about the platform and market leading status they had built in the UK, and saw that I could add value with my U.S. high growth business experience. I’ve been working with marketers, entrepreneurs and business owners for years across a series of different roles, and saw that I could apply what I’d learned from that and the start-up space to dotmailer’s U.S. operation. dotmailer has had clients in the U.S. for 12 years and we’re positioned to grow the user base of our powerful and easy-to-use platform significantly. I knew I could make a difference here, and what closed the deal for me was the people. Every single person I’ve met is deeply committed to the business, to the success of our customers and to making our solution simple and efficient. We’re a great group of passionate people and I’m proud to have joined the dotfamily.
dotmailer has been in business and in this space for more than 18 years. We were a web agency, then a Systems Integrator, and we got into the email business that way, ultimately building the dotmailer platform thousands of people use daily. This means we know this space better than anyone and we have the perfect solutions to align closely with our customers and the solutions flexible enough to grow with them. My role is to take all that experience and the platform and grow our U.S. presence. My early focus has been on identifying the right team to execute our growth plans. We want to be the market leader in the U.S. in the next three years – just like we’ve done in the UK – so getting the right people in the right spots was critical. We quickly assessed the skills of the U.S. team and made changes that were necessary in order to provide the right focus on customer success. Next, we set out to completely rebuild dotmailer’s commercial approach in the U.S. We simplified our offers to three bundles, so that pricing and what’s included in those bundles is transparent to our customers. We’ve heard great things about this already from clients and partners. We’re also increasing our resources on customer success and support. We’re intensely focused on ease of on-boarding, ease of use and speed of use. We consistently hear how easy and smooth a process it is to use dotmailer’s tools. That’s key for us – when you buy a dotmailer solution, we want to onboard you quickly and make sure you have all of your questions answered right away so that you can move right into using it. Customers are raving about this, so we know it’s working well.
I’ve been at dotmailer for eight months now and I’m really proud of all we’ve accomplished together. We spent a lot of time assessing where we needed to restructure and where we needed to invest. We made the changes we needed, invested in our partner program, localized tech support, customer on-boarding and added customer success team members. We have the right people in the right roles and it’s making a difference. We have a commercial approach that is clear with the complete transparency that we wanted to provide our customers. We’ve got a more customer-focused approach and we’re on-boarding customers quickly so they’re up and running faster. We have happier customers than ever before and that’s the key to everything we do.
I thought it was very important to create a NY office space that was tied to branding and other offices around the world, and also had its own NY energy and culture for our team here – to foster collaboration and to have some fun. It was also important for us that we had a flexible space where we could welcome customers, partners and resellers, and also hold classes and dotUniversity training sessions. I’m really grateful to the team who worked on the space because it really reflects our team and what we care about. At any given time, you’ll see a training session happening, the team collaborating, a customer dropping in to ask a few questions or a partner dropping in to work from here. We love our new, NYC space.
We had a spectacular reception this week to celebrate the opening of this office with customers, partners and the dotmailer leadership team in attendance. Please take a look at the photos from our event on Facebook.
The start-up space is a great place to learn. You have to know where every dollar is going and coming from, so every choice you make needs to be backed up with a business case for that investment. You try lots of different things to see if they’ll work and you’re ready to turn those tactics up or down quickly based on an assessment of the results. You also learn things don’t have to stay the way they are, and can change if you make them change. You always listen and learn – to customers, partners, industry veterans, advisors, etc. to better understand what’s working and not working. dotmailer has been in business for 18 years now, and so there are so many great contributors across the business who know how things have worked and yet are always keen to keep improving. I am constantly in listening and learning mode so that I can understand all of the unique perspectives our team brings and what we need to act on.
On our path to being the market leader in the U.S., I’m focused on three things going forward: 1 – I want our customers to be truly happy. It’s already a big focus in the dotmailer organization – and we’re working hard to understand their challenges and goals so we can take product and service to the next level. 2 – Creating an even more robust program around partners, resellers and further building out our channel partners to continuously improve sales and customer service programs. We recently launched a certification program to ensure partners have all the training and resources they need to support our mutual customers. 3 – We have an aggressive growth plan for the U.S. and I’m very focused on making sure our team is well trained, and that we remain thoughtful and measured as we take the steps to grow. We want to always keep an eye on what we’re known for – tools that are powerful and simple to use – and make sure everything else we offer remains accessible and valuable as we execute our growth plans.
The questions we usually get are around price, service level and flexibility. How much does dotmailer cost? How well are you going to look after my business? How will you integrate into my existing stack and then my plans for future growth? We now have three transparent bundle options with specifics around what’s included published right on our website. We have introduced a customer success team that’s focused only on taking great care of our customers and we’re hearing stories every day that tells me this is working. And we have all of the tools to support our customers as they grow and to also integrate into their existing stacks – often integrating so well that you can use dotmailer from within Magento, Salesforce or Dynamics, for example.
In addition to the ones above – ease of use, speed of use and the ability to scale with you. With dotmailer’s tiered program, you can start with a lighter level of functionality and grow into more advanced functionality as you need it. The platform itself is so easy to use that most marketers are able to build campaigns in minutes that would have taken hours on other platforms. Our customer success team is also with you all the way if ever you want or need help. We’ve built a very powerful platform and we have a fantastic team to help you with personalized service as an extended part of your team and we’re ready to grow with you.
I’ve spent a lot of time on the road, one year I attended 22 tradeshows! Top tip when flying is to be willing to give up your seat for families or groups once you’re at the airport gate, as you’ll often be rewarded with a better seat for helping the airline make the family or group happy. Win win! Since joining dotmailer, I’m focused on being in office and present for the team and customers as much as possible. I can usually be found in our new, NYC office where I spend a lot of time with our team, in customer meetings, in trainings and other hosted events, sales conversations or marketing meetings. I’m here to help the team, clients and partners to succeed, and will always do my best to say yes! Once our prospective customers see how quickly and efficiently they can execute tasks with dotmailer solutions vs. their existing solutions, it’s a no-brainer for them. I love seeing and hearing their reactions.
I’m originally from Yorkshire in England, and grew up just outside York. I moved to the U.S. about seven years ago to join a very fast growing startup, we took it from 5 to well over 300 people which was a fantastic experience. I moved to NYC almost two years ago, and I love exploring this great city. There’s so much to see and do. Outside of dotmailer, my passion is cars, and I also enjoy skeet shooting, almost all types of music, and I love to travel – my goal is to get to India, Thailand, Australia and Japan in the near future.
Want to find out more about the dotfamily? Check out our recent post about Darren Hockley, Global Head of Support.Reblogged 2 years ago from blog.dotmailer.com
It can be difficult for businesses with multiple locations to craft unique, rich content for each individual location page, but columnist Joy Hawkins has some advice for how to do just that.
The post How to solve duplicate content local SEO issues for multi-location businesses appeared first on…
Please visit Search Engine Land for the full article.
Reblogged 2 years ago from feeds.searchengineland.com
At dotmailer we try our best to keep the bad guys out, but if they already have your password, there is very little we can do to detect, and stop them logging in as you…unless, of course, you have already turned on two-factor authentication (2FA). Two-factor in most cases is something you know (your username/password), and something you have (a single use access code or authentication link).
There are various ways an attacker may have access to your login details, but some of the possible methods include:
If the computer you use to log in to your online accounts is infected with malware, it is possible that your keystrokes and even screen captures are being logged and sent back to the bad guys…..yep, including your passwords, and other authentication details.
If an attacker has access to the network from which you are logging on to an online service (e.g. public Wi-Fi hotspot), in some cases it may be possible to capture the data as it passes to the server…..yep, including your password, and other authentication details. This is where looking for HTTPS in your browser address bar becomes very important. At dotmailer, all authentication data passes over a secure channel, thus protecting you from this sort of attack.
It’s really important not to use the same password across different services. We’ve seen an awful lot of very big data breaches in the news recently, and the attackers have been using the stolen authentication details from these breaches to try and log on to other online services…with what seems to be a great deal of success! This sadly means that many people are still using the same password everywhere they go online. This is one of the reasons why your dotmailer password is set to expire, and you are asked for a new one every 90 days; and why you should be choosing something completely different every time. Simply incrementing that number at the end of your password is not cool!
As we get better at using good passwords, and preventing malware infections; sometime, the bad guys just find it easier to ask us for our passwords. At dotmailer, our support team will never contact you asking for your password.
If one of the above unfortunate events were to happen, 2FA adds another layer of defense, as the attacker would also need access to the authentication link or SMS code. In reality that would mean having access to your mailbox, or mobile phone. We’ve already seen that it’s possible that an attacker has obtained your password due to a compromised computer, or network; which is why we would always recommend using an “out-of-band” communication such as SMS as the means to deliver the 2FA authentication token where possible. dotmailer offers SMS 2FA to all customers. It’s simple to setup, and its free!
Without access to the authentication token, the attacker could of course try and brute force the code, but that is where our other controls such as failed login account lockouts kick in.
Log in to your account, and click the user icon in the top right, and select Account:
In the resulting window click on the “Account Settings” tab, and scroll down to the “Security” section. Simply tick the Two-factor authentication box, and enter your mobile phone number, and hit save settings at the bottom of the page.
Done! Congratulations, you have just gone one step further in protecting your valuable data.
Now you have protected your dotmailer account, check out TurnOn 2FA and see which of your other online services offer a similar feature, and SWITCH IT ON!
Check out my last post on protecting your online account from unauthorized access. See also our previous support article on securing your account with two-factor authentication, and for more general information on what dotmailer do to protect you and your data, please visit our Trust Centre.
Note: If you are a managed user, you will need to ask your account administrator to do this for you. For obvious security reasons, you will not be able to disable this feature without the help from our support team.Reblogged 2 years ago from blog.dotmailer.com
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.
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. 
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.
 Australian Passport 2015: Cross-Border Trading Report
 Australian Passport 2015: Cross-Border Trading ReportReblogged 2 years ago from blog.dotmailer.com