Recently, one of our customers asked me about Google and Yelp reviews, and how you can get them to show more prominently. This is a great question, as these interactions from customers can factor into and appear alongside your business name on the search results. It’s more than good SEO, it’s good for business to see other customers excited about your company.  Here are some tips for featuring reviews, and how to handle the good, the bad, and the ugly.

Encourage Satisfied Customers to Leave Reviews

It seems like a no brainer, but you can see why this gets overlooked. The job is done, the business is paid, it’s all wrapped up nicely. But what about next time? If your customer is happy with you, approach this with two methods of thinking. Create leave-behinds, a pamphlet-card or handout with your company contact info. On the other side, offer something to the customer in exchange for a review on Google or Yelp. Maybe 10% off the next repair, a free cookie, something that will not only make them a return customer, but encourage them to get on the web and talk about your company.  A positive review goes a long way in terms of boosting your branding to other customers and the search engines.

Respond to The Negative Reviews

Not every review you get will be a good one. In fact, I’ve heard a satisfied customer tells maybe 4 people, and a disgruntled one will tell more than 12. If a customer is upset enough to take to the web, you’re going to want to deal with it head on (line). Yelp graciously allows business owners to respond to the individual reviews, giving you a chance to explain your case. Angry customers tend to exaggerate, and customers will understand that nobody’s perfect. So despite the negative press and insults being hurled your way on your profile, show compassion and respect, and you can turn this into a positive. The best way is to apologize for their negative experience, and explain what went wrong. Offer the customer a direct line to speak to someone that can help them, and maybe even a discount on the next service, or refund for their current issue. Potential customers will like that your company cares enough to interact and offer a solution.

Burying Bad Reviews

I’ve gotten this question a few times. Yelp is sensitive to fake reviews, either to give companies a five-star boost, or to destroy a company’s reputation. It isn’t always accurate though, and we’ve seen perfectly legitimate reviews get filtered down into no-man’s land. There isn’t really an easy way to combat this. If you’re getting too many 5 star reviews, Yelp will take factors into consideration to decide whether or not it’s legitimate. Is the Yelper a new member? Has the Yelper reviewed only select companies, and given them all glowing reviews? This is why we want you to encourage your real customers to leave real reviews, and why we want you to respond to the negative ones. Plus, fake reviews are in the spotlight, and not in a good way. It goes against Google’s  Terms of Service and can lead to penalties.

So whether your customers are interacting with your business through reviews on Google or Yelp, or through social sites like Facebook and Twitter, the important thing is that your customers care enough to talk about it. With a little boost to this idea, you can help your business reach new potential customers.

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Some of the questions I get around the time of our monthly client reports are about a website’s bounce rate. What is it, does it affect rankings, etc. When we explain what it is, we are asked how SEO can improve this rate. The answer is simple. SEO gets users to the site. Now what is your site offering to keep them?

Bounce Rate is a common term in internet marketing, referring to the amount of users who land on your site, only to hit the back button and continue searching or moving on to another domain, instead of searching through the website. There are plenty of factors that are common with sites with higher bounce rates.

It comes down to your website’s first impression, which is the home page in most instances. Once a user is staring at a link to your url at the top of the search results page, your SEO has worked. This is the true test of how ready your site is for prime search engine real estate. The searcher clicks on your link, and is taken to your home page. Will they find what they need right away, and is it easy to navigate through your site to find what they are looking for?

This comes down to the golden rule for SEO, which is to optimize your site for the searcher first, and the search engines second. Remember, the end goal of the SEO game is to bring in new customers and more customers. Having a site that looks like perfect bait for the search engines may get you where you need to be in the rankings, but that’s it, and that won’t matter when staring down the barrel of ROI.

Think about your new customers coming to your site for the first time. What do they want to see? What would you want to see? Simple, easy-to-use navigation is a big plus. Relevant photos used within a clean layout helps. You want a good amount of content of course, as this will attract the search engines. But you also want this content to be well written and in a voice that is representative of your business. The main content on your homepage should be your elevator sales pitch. Having a blog on your site also gives you a chance to update content regularly (an SEO plus) which will let users know that you are updating the site often.

Just as search engines take into consideration hundreds of signals when ranking websites, your potential customers also have their own personal signals; red flags, light bulbs, tastes, dislikes, and etc. that will keep them on your site or cause them to bounce right back in the opposite direction. There is nothing wrong with trial and error. If you are unhappy with your bounce rate one month, shake up your home page a bit. Try adding content, adding photos, reducing some of the businesses, etc. Compare the bounce rate from one month to the next until you see improvements.

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Ron Swanson would not be happy.

The time has come for Google to update its privacy policy, combining 70 separate documents into one, “easy” to read policy meant to appease web regulators and users alike.

Before people get up in arms about “Big Brother” watching all of us, or you chuck another computer in the dumpster; let’s take a second to examine Google’s new policies and what it means for the users of the internet.

To start, the new policy will give Google explicit rights to combine the personal information from different Google platforms (like Google Search, Google Plus, Youtube, Gmail, Google Calendar) from Google users actively signed in to their account.  Searchers will be given results based on past browsing, personal preferences, and searching trends on other Google platforms.  According to a post on Google’s blog, the goal of these changes is to implement a complete, “beautiful” search experience across the Google channels.

Those who have gotten comfortable with Google Plus and the relatively new “Search Plus Your World” features shouldn’t be surprised at this next step. Google is doing everything they can to make your search as personal and precise to the individual as possible. Google search will correct misspellings, make suggestions, and alter your search results based on your previous searches and web activity. As a Google user, you may see your calendar reminders while you watch videos on Youtube. You will see photos from your Google Plus in your Google search.

For those that embrace these changes, you will have a complete, personal search experience using Google’s many platforms. In the video on Google’s blog about these changes, it says it will even be able to tell you whether you are late for a meeting  (calendar) based on your current location and traffic conditions (places). The Future!

For those that do not embrace these changes as warmly, it’s cool. There are ways around it.

You can log out. This uber-personal search experience will only effect Google users actively logged in to their account.

If you love Google but not the new policy, there are ways to change your preferences to keep your Google out of your business. Log in to your Google account, then find your “Account Settings”. From account settings, go to the “Services” section, followed by the “Go To Web History” link. If the web history feature is enabled, you will see a list of familiar sites that you have been to recently.  You can clear this list, and then click to pause the web history, so it will not maintain a list of any sites you visit going forward, even when you are logged in. The whole process takes about 1 minute. Kudos to Google for making this part so easy.

Whether you think of Google as Big Brother  or the best thing since JJ Diner’s The Four Horse-Meals of the Egg-Porkalypse, the new policy goes into effect on Thursday, March 1^st.

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It is cliché, sure, but we’re about to start a new year, and there really is no easier time to set some new SEO goals for your website. You have 12 months and 4 quarters in front of you to track growth and get into a groove of building your business online. Here are a few tips Evolving Interactive recommends for staying ahead of the search engine marketing game in 2012.

1. Keep up with changes – One of the most valuable tools for me this year has been subscribing and checking in daily with Google’s Small Business blog. In 2011, we’ve had the Panda update, the launch of Google +, a push to develop local businesses, and much more. Subscribe and check in daily to learn about the latest changes that Google is making to (hopefully) make life easier on small businesses.

2. Monthly Brainstorming – Make SEO a priority. Obviously, it’s important. As you look at monthly numbers and reports, think about where you want to improve, and set a few goals in place to get you there (or on the right track) by the start of next month. For example, if you’re seeing growth with a few keywords but are stagnant with others, focus your strategies on some new keywords. It’s going to be more valuable if you’re on top for a wide range of terms. Expand the conversation to include others on your team. Maybe some unconventional ideas will be the shot in the arm you need.

3. Monitor your growth – Think of your most important keyword terms. When you type them into a search engine search bar, what do you see on the results? Are you on the first page? Do some research to figure out how you’re ranking at the start of the new year. There are several tools out there that can help you do this. It’s a good idea to check in with the rankings every month or so to see if you are improving or not. A steady drop in rankings may mean your website has other problems, like broken links or missing pages. Of course, moving up means you’re doing something correctly. Part of the initial consultation we offer at Evolving Interactive is a ranking report for the keywords you pick and we recommend.  If you’d like to know more about SEO rankings and how it affects your business, contact us for a free consultation to get you started in 2012.

And since we’re already on the subject of the new year, all of us at Evolving Interactive want to thank you for keeping up with us at the Evolving Interactive Blog this year. We appreciate your guest blog posts, your comments, and your interest. We look forward to writing for (and with) you in 2012. Happy New Year!

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Here in Chicago, it’s raining links and blogs. (SEO joke. Sorry.) In our last blog post, we discussed being proactive and original with your SEO campaigns, wowing potential customers with your freestyle, outside the box thinking. But, today I don’t feel like it. With the dreariness of a long Chicago winter ahead, and days like this, here is a list of five SEO strategies that can pass the time and still help you market your business.

Link Building – This is one of our premier SEO services for our clients. It’s the strategy (art) of connecting with relevant sites and having them link back to your site because you have something important to share; like an idea, product, or service. Link Building is my #1 favorite lazy day SEO activity. I turn on a movie or play a few albums, and just plug away at the computer. Most of link building is research, and reaching out to websites. It takes a while, but it is the backbone of search engine optimization. Plus, you can get in the zone and make a lot of progress when not distracted with the dreary outside world.

Blog Writing – Considering our last post, you can look for inspiration in anything to promote your website with a new blog post. A grey day is no exception (re: this post). Grab a hot beverage and just write. Try to keep it loose and comfortable. Come up with a few topics you haven’t blogged about in a while, and give a few reminders and updates to your readers.

Social Media Promotions – From a marketing standpoint, this is a slam dunk for local businesses that are social media savvy. In order to get a few extra followers, likes, and shares; target the people nearby passing the rainy day blues in front of their computers. Offer a promotion that will warm them up a bit. For example, “Rainy Day Special – The first five people to repost this on their wall receive two free movie passes, Starbucks Giftcard, etc”. If you’re running a restaurant or local service, you can give away a little something to get people to call you, as well as promote your company online. (I know this is skirting a fine line between being creative and proactive…I’ll fix that)

Organize Your Monthly Schedule – Don’t do today what you can put off tomorrow. While this seems like the ultimate lazy brush off, it can actually be quite helpful. Take a look at what needs to get done for the month in your marketing campaign. Go to your calendar; mark your time for link building, social media updates, blog posts, and more. Get organized, and it will help you when you feel like be more proactive on the next sunny day. I’d actually recommend doing this once and a while anyway, but why not on a day with nasty weather?

Website Maintenance – This is another thing you should do every once in a while anyway, but it can be tedious, so better to get it done without the allure of the great outdoors (of Chicago). Go through the back end of your site, and make sure everything is working properly. Make sure each link on your site is working, that your 404 page is in order, and update your content with some fresh, keyword rich text.

These tips should help maintain your valiant SEO efforts while keeping your occupied mind off of the rain, sleet, and hail of the longest season. Happy internet marketing!

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