Google 2012: 4 Things Worth Doing Now from Matt Cutts

November 23, 2011

Matt Cutts, Head Quality Control Engineer at Google, gave a good preview of some changes to expect from the search engine giant in 2012 at PubCon earlier this month.

Let me quickly recap Matt’s preview of the future of Google:

1. Better Page Understanding – following up with the Panda updates, Google will continue to understand the value of an author and quality content vs. sites that simply scrape content from other sources. More credit will be give. To authentic, valuable content.

2. More Personal Search - while some SEOs complain about not being able to see keywords sending traffic from those searching while signed into their Google account, Matt made it very clear that users want more personal and private search options, so they will continue to move that way.

3. Better Tools for Searchers - Google will continue to roll out new tools to help serve its end user – whether it be more privacy options or more influence from social media sites such as Google Plus.

4. Communication and Transparency – Google has made major strides with its blog and YouTube channel (among other things) and will continue to be as open as possible about changes that are on the horizon.

5. Sending Info to Google – Rumor is Matt carries around a notepad and will literally write down any issues that are brought up at conferences like PubCon to address with his team. In addition to that, he made it very clear that Google WANTS to be notified if you feel a site has been penalized unfairly or if you have another concern. There will continue to be ways to reach out to the Google team for assistance.

So, how do you stay in the loop on all of these changes?
Here is a slide from Matt Cutts at PubCon with 4 things worth doing now:

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Note: All content and images in this blog post were published using my iPhone 4S. I apologize for any typos or incorrect formatting. Thanks for visiting!

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Posted by derekmcclain

Is Your Online Marketing Strategy Too Complicated?

November 13, 2011

Last week, I attended PubCon in Las Vegas. For those of you that aren’t familiar with PubCon, it’s one of the biggest search and social media conferences in the country. It features presentations from some of the top names in the industry such as Google’s own Matt Cutts.

With so many sessions over a 3 day period, it can be hard to keep everything straight. It’s for this reason that I really enjoyed the presentation from Sean Jackson with Copyblogger. Coppyblogger has grown to be one of the best online marketing blogs on the web, frequently writing about content optimization for search. The beautiful thing about Copyblogger Media’s success is that they follow a very simple plan for driving traffic to their website and have two clear conversion goals for site visitors.

The three primary social networks of choice for Copyblogger are: Twitter, Facebook and Google Plus. They use these social media sites to drive traffic to their website and grow their following. Once the visitor arrives at the site, the two conversion goals are clear – subscribe to the blog via an RSS feed or sign up for updates via email.

Copyblogger uses the Internet Marketing for Smart People free 20 part series to instantly build value and credibility for all new subscribers. Educating visitors first and selling later. It’s the way things should be!

Take a look at the slide from Sean Jackson’s PubCon presentation below. What do you think of this Online marketing strategy?

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Check out the Copyblogger website and pay close attention to their headlines. Brian Clark and company write some of the most magnetic headlines that convert visitors.

Note: This is my first post done entirely on my iPhone 4S. I apologize for any formatting or spelling mistakes. Thanks for reading!

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Posted by derekmcclain

The Bridgewater Golf Club in Carmel, Indiana – A Pete Dye Luxury Golf Experience

September 27, 2011

The Bridgewater Golf Club (course designed by Pete Dye) is located in the Carmel/Westfield area in Indiana.  Having spent quite a bit of time in Carmel (recently moved to nearby Fishers, IN), this is a course that I’ve driven by many times and had been dying to play.

The Bridgewater Clubhouse

The Bridgewater Clubhouse view from driving range

You see, the first thing you notice about this extraordinary country club is the clubhouse…because it’s HUGE.  In fact, the clubhouse is over 70,000 square feet and the construction was supervised by S. Vic Jones and Associates out of Dallas, Texas.  He’s won several awards for his work and has designed over 200 clubhouses throughout the United States.  If a course around here is willing to put that type of effort into the clubhouse – you know it’s going to be among the best golf courses in Indiana.  Needless to say, I’ve been staring at this course and clubhouse (all while still keeping my eyes on the road of course) while driving through Carmel for over a year now.

Since The Bridgewater Golf Club is a private golf course,  I wasn’t exactly sure how or if I’d ever get the chance to play.  Luckily, I have a good friend named Chris Theisen who happens to be, well, pretty damn good at golf.  Long story short, his team won the Westfield Chamber Golf Outing at The Bridgewater so he received a certificate for four to play golf…and he was nice enough (especially since I’m a bogey golfer) to take me along.

In addition to the clubhouse, the first thing you notice is the top-notch practice facility at The Bridgewater Club.  A very nice 23 acre driving range and 6 acre short game practice area greet you on the other side of the clubhouse.  Talk about a place where you could spend hours practicing and never get tired!  If you are planning to play, you’ll definitely want to get there early to check out this practice area.

The Bridgewater TV Urinal

Flatscreen TV above urinal in clubhouse bathroom!

Once you hit the course, you get just what you’d expect from an upscale country club golf course in Carmel, Indiana – nice fairways,  well maintained greens, plenty of mature trees, lakes and ponds.  There are several beautiful holes that are sure to tempt you to pull out your cell phone camera to take a picture.  And how could I forget the houses?!  Some of the finest homes you’ll see in Carmel are situated on The Bridgewater golf course.  It definitely adds to the country club style scenery.

The course itself is very challenging – especially for the “everyday” golfer like myself.  Several tight holes and plenty of hazards come into play when you’re playing from 1 of the 2 sets of back tees.  The greens also really stood out to me. Not because they were fast or slow, but because they are very large.   Not only are they large greens, but they were difficult to read that day.  I think we only had 1-2 birdies all day in our group of 4.  While I may struggle off the tee, I consider myself a good putter and I just couldn’t figure these greens out.  It could have had something to do with the rain too, but I am not one to make excuses…LOL

While the private country club style experience is not for everyone, if you do get the opportunity to play The Bridgewater Golf Club in Carmel, Indiana – definitely go!  Even though you’re there to play golf, it’s always nice to know you’re going to play a course that’s in great condition and receive first class treatment from employees.  There are so many courses out there that compete on price alone (just ask Chris about this) that the customer friendly, relaxing atmosphere you’d expect at a golf course gets lost.  So, if you want to play an outstanding course and get treated like a VIP – look no further than The Bridgewater.

P.S. – Did I mention they have flat screen TVs above the urinals in the bathroom (see pic)?  I mean how much more VIP can you get?

Additional Golf Resources

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Posted by derekmcclain

A Visit to Mystic Hills Golf Course in Culver, Indiana

August 2, 2011

Over this past weekend, Chris Theisen and I had the opportunity to play Mystic Hills Golf Course in Culver, Indiana.  Mystic Hills is the northernmost course on the Pete Dye Golf Trail (Check out the VisitIndiana site for more on the trail).  With the Pete Dye Golf Trail officially launching last Thursday, I was anxious to check out one of the 7 courses on the trail I hadn’t yet played.Mystic Hills Dye Tees

We arrived in Culver early so we’d have time to swing by Cafe Max for breakfast.  Even though this was a golf trip, I must mention the delicious breakfast at this small town cafe.  The Blueberry oatmeal pancakes and sinful french toast (basically a fried cinnamon roll) were outstanding.  After getting some energy, we were ready to check out the course we’d heard so much about.

One thing I really appreciate about Culver is that whole “small town” feeling (you know, the kind where you can tell people are really sincere and appreciate life) and upon arriving at the course that feeling was continued.  We were greeted promptly by Shirley who welcomed us to the course.  She told us how much fun she had at the Pete Dye Golf Trail launch event and seemed thrilled that Mystic Hills was able to be a part of it.  Shirley also filled us in on the Dye Tees (the back tees at the course marked with a skull pictured to the right).  The “Dye Tees” are a great idea – something Chris and I definitely feel like they can use in marketing.

Shirley then introduced us to Earl, the Golf Course Superintendent.  Earl told us the key to the course were the greens – boy was he telling the truth!  They were some of the smoothest, quickest greens I’ve ever putted on and it was a treat.  They were so well maintained, I’d compare it to taking a hockey puck and just giving it a soft push across the ice – the ball just kept rolling!

The front nine at Mystic Hills is a links style open feel which was built on sand.  The back nine features some tighter holes with a more traditional look.  As Chris said, “it really is the best of both worlds.”  The weather was perfect and there seemed to be a steady flow of golfers out on the course, especially by the time we got back in the clubhouse.  Overall, the course was in very good shape, even with the lack of rain we’ve had this summer in Indiana.Mystic Hills Hole 18

After finishing up our round, we had the chance to chat with the Head Golf Professional, Dave Pugh.  He told us the story of Mystic Hills and how Pete Dye was very hands-on once he decided to commit to the project.  At one point, Dye even kicked Dave off a tractor to take over creating a bunker!  Knowing the story behind the family-run course sure does make it seem special to Indiana and the Pete Dye Golf Trail.

The Head Pro (Dave Pugh) even mentioned that he’d recently bought some more property on the course and would be opening up a stay-n-play package for golfers that wanted to check out this course – perfect for people from out of state or even those traveling a long distance within Indiana.  I am sure VisitIndiana.com will add this to their site as soon as it’s ready.

In conclusion, Mystic Hills Golf Course is definitely worth the trip to Culver, IN.  In fact, if you like the small town feel and good eating – I’d recommend making a day of it.  There were a few additional places we wanted to check out in downtown Culver, IN, but I guess we’ll have to save that for the next time. :)

(Photos taken by Chris Theisen using HTC Thunderbolt)

Quick Tip:

If you love checking out new golf courses, take a look at this free directory of Indiana golf courses.

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Posted by derekmcclain

Social Media: Are People Finally Starting to Catch On?

June 9, 2010

Is it just me or are people finally starting to realize that social media is here to stay?  Are they recognizing that communication is changing again forever and they need to embrace it?

Of course living here in Indianapolis, Indiana it’s impossible to really see first-hand what is going on in other parts of the world.  You have to rely on outside sources to keep you updated.  But still I get the feeling that people and businesses are finally starting to get it.  I can definitely say that I have seen a huge shift in my connections toward people becoming less resistant.  More are really starting to embrace this powerful tool we call social media.

I see people posting a new Facebook status every day that I never thought would be wanting to share updates with the rest of the world.  Why?  Because these are the same people that I was working with a year ago that ran for the hills when anyone mentioned Facebook.  I, of course, did my best to explain the value but for a lot of people it’s really just a matter of time.  Now they are making new connections every day and many share with me their surprise that it’s actually beneficial.

I see businesses every single day joining Twitter to find out what their customers are really saying and keep up with the latest news.  Some are even running contests to grow their following and expand their network.  They realize that this will later benefit them when those people are making purchasing decisions.

I see people creating events and promoting them through social media.  They realize that it’s one of the best tools to increase awareness and attendance.  Most seem to even realize that the people they meet at these events will eventually be their best friends and business partners.

Being in the Internet marketing/social media industry, I understand that not everyone will understand the full potential and that everyone will use it differently.  I also realize that my small sampling of people is not reflective of “everyone.”  Nonetheless I am still seeing a significant trend.  The points above were not made to show great case studies, but  to illustrate that people of all backgrounds are finally starting to come around.  Posting a status on Facebook definitely does not mean you are gaining any type of value from your post, but it does show that plenty of people are finally there and more are becoming active users.

If you read blogs from anyone discussing social media, you will no doubt find posts all about convincing people who resist social media that it’s here to stay.  You will see things like, “your business needs to change now, otherwise you won’t be in business much longer.”  So let me ask you this – are people finally starting to catch on?

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Posted by derekmcclain

I Don’t Have Time for Social Media – Scotty’s Brewhouse Does!

May 12, 2010

I don’t have time for social media.

It’s the easiest excuse in the book.  It’s also the most popular excuse.  It all has to do with attitude and the way you look at social media.  If you look at it as just another thing to do and think about everything else you have to do in your already busy life, then you probably don’t have time.  But if you look at it as way to manage your online reputation while generating more leads and more business for your company, then it’s a little easier to find time.  Break down your daily schedule instead of being overwhelmed by thinking about everything at once – then you will find that you really do have time.Social Media Indianpolis - Scotty's Brewhouse

As I am talking with other people that are considering a social media strategy, it helps to have some local examples in the Indianapolis, Indiana area of business owners using social media effectively.  One of my favorite case studies of a very busy business owner that still finds time for social media is Scott Wise at Scotty’s Brewhouse.  He is all over social media and is connecting with his customers in a very special way.  The bottom line is that his hard work is paying off.  Every Scotty’s location in the Indianapolis area that I have been to over the past year (and believe me I frequent all locations regularly) is always PACKED.  It doesn’t matter if it’s lunch or dinner…day or evening.  And I know that a large portion of this success is due to Scotty’s use of social media.  I know this because I have heard him say it and seen him write it…and he wouldn’t continue to invest the time in it if it didn’t work.

Next time someone tells you they don’t have time for social media have them check out Scotty’s online efforts.  Then have them read the below quote that Scotty shared as part of the description for his upcoming Blog Indiana session on “10 Twitter Tips and Tricks.”

“I don’t have time.” “There is no value for my company.” “It is just a stream of garble and garbage.” I have 600 employees, 7 restaurants, twin 1 years olds and a 3 year old. No excuses. If I can make it work, you can too. I will show you how… with value to you and/or your company.

I also encourage everyone to check out Blog Indiana coming up in August and be sure to stop by Scotty’s presentation.  I know it’s going to be great!

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Posted by derekmcclain

Nike’s New Tiger Woods Commercial – Premiering Same Time As Masters

April 8, 2010

Tiger Woods made his competitive return to golf today at the Masters.  Coincidentally Nike launched a new commercial that features Tiger’s Dad, Earl Woods, talking to his son.  The only catch is Earl passed away years ago and most people that follow golf know that.  They also know about the very close relationship Tiger had with his father.  Nike uses a tool to digitally recreate Earl’s voice as if he if he is having a father-son moment with Tiger.  Tiger doesn’t say a word in the 30 second spot – only stands there with a vulnerable look on his face.

I first saw this commercial last night from a link on MSN.  At that time, it had just over 300 views.  The YouTube video now has over 1,290,000 views.  Needless to say plenty of people are talking about this commercial and it’s creating some controversy for using Earl’s voice as many rumors indicate he was unfaithful to Tiger’s mom.  Say what you want about this commercial, but it definitely does 3 things:

  • Grabs Your Attention – It’s very quite and all you hear is Earl Woods talking and only see a close up of Tiger (of course wearing Nike).  It’s also black and white which makes it stand out even more.
  • Promotes Discussion – As I mentioned above people are talking about Nike’s choice to use Tiger’s father and if Earl would approve.
  • Shows Nike Will Stand By It’s Superstar – Nike is one of the few sponsors that hasn’t abandoned Tiger.  And this commercial reiterates they do not plan to do so anytime soon.

Enough writing about the commercial – check out the video below for yourself.  What is your opinion on this decision from Nike and Tiger?

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Posted by derekmcclain

Buying The Experience – Cars and Apple iPad

April 7, 2010

How much of what we purchase is based upon our experience? I have been asking myself (and others) this question quite a bit lately. It all stems from my recent car dealership experience.

I had narrowed down the dealerships at which I was going to look to two. One dealership has been around forever and I have done business there before – we’ll call this dealership #1. The other dealership is at a new location and I felt comfortable doing business there as I have built a relationship with the General Manager through a networking group – we’ll call this dealership #2.

I walked in dealership #1 and stood there for about 5 minutes before I was helped. I was directed to the representative that I have been working with for years. He was moderately helpful and said he would look for some cars then get back with me the next day. Days went by and still no call with updates. Needless to say I was very disappointed with the follow-up.

Dealership #2 was totally different from the beginning. When I arrived to dealership #2, I was promptly greeted at the door and the employee even held the door open for me to enter – talk about a first impression! Come to think of it, I have NEVER had to open a door at this dealership myself. The representative was very attentive to my needs . He asked what type of car I was interested in purchasing and key features I was seeking. He called me back that same day to follow-up.

Throughout the sales process I never heard back from dealership #1 and dealership #2 continued to go above and beyond. While I am sure they both have very equal products, my purchasing decision came down to the experience created by each dealership. Needless to say, dealership #2 won my business.

Now, let’s stop and think about the new iPad released by Apple last Saturday. This is a great product, but how much of the frenzy it has created is based upon the Apple Experience?  The ads, the new product announcement, the countdown to release, waiting in line at the Apple store to pick up your iPad, the “coolness” factor of being able to say you were one of the first to get your iPad.  It’s all of these things that really take sales to the next level.  And it is because of the experience that iPad sales are now over 500,000 in less than a week. 

The buying experience is not just a factor for cars and Apple iPads, it is a HUGE factor in nearly every purchasing decision we make.  Just think about it…. When will those “other” companies finally get it?

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Posted by derekmcclain

Email Marketing Timing – Dick’s Sporting Goods Case Study

April 2, 2010

I’ve been waiting awhile to do this blog post.  Since 6:16 PM on January 24th, in fact.   I bet many of you reading this in the Indianapolis, Indiana area do not even remember what happened on January 24th.  I will give you a hint.

Do you remember that NFL team EVERYONE seemed to be talking about.  Why did their coach throw the perfect season away?  Is Peyton Manning the best quarterback ever?  Yes, January 24th was the date the Indianapolis Colts won the AFC Championship and seemed like they were going to be a sure winner in the Super Bowl.  But we all know how that turned out.  My how quickly we forget!

It’s okay.  Right now Indianapolis is focused on the Final Four & cheering on the Butler Bulldogs.  I wonder how long it will take us to forget all about Butler should they lose?

Timing is so important; especially in Email Marketing.  And on January 24th at 6:16 PM Dick’s Sporting Goods got their timing right.  Like many others I was watching the Indianapolis Colts as they claimed the AFC Championship.  And like many others I had my computer and mobile device within an arm’s reach that evening.  Instantly I received the email below from Dick’s Sporting Goods will all of the AFC Champs apparel for the Indianapolis Colts.  Not only was their message highly targeted – it was also PERFECTLY timed!  Now I could instantly order the items the players were wearing on the field.

Check out the screen shot below and think about how you can plan ahead for your next email marketing campaign to be timed perfectly.

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Posted by derekmcclain

Using Social Media for Referrals – Just Ask!

December 6, 2009

My theme for using social media for referrals: If you ask, you shall receive! 

I am continually amazed at the ease of passing referrals using social media.  Recently a co-worker of mine was looking for a realtor in the Washington Township area in Indianapolis.  She is looking into purchasing a new home and needed a starting point.  I offered to post this request on Facebook to see if my network of friends could help.  It took just seconds to post my request online for all of my friends to see in my status update.  Within 30-40 minutes I had a list over 10 realtors to give to my friend!  But these weren’t just any realtors.  These were all realtors that came highly recommended.  And they were not just highly recommended by anyone, they were highly recommended by my friends and people I know.  I was able to confidently pass along these names knowing that my friend will have a solid list of realtors from which to pick.

These requests are taking place every single day on social media networks.  Keep your eyes open and take advantage of the opportunities!

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Posted by derekmcclain

Eventbrite Makes Promoting Your Event Online Easy

November 15, 2009

There are many factors involved in planning a successful event.  Not only do you have to make all of the arrangements for accomodations, but you also have to get people to show up.  Getting the word out and allowing those interested to easily RSVP can be a challenge.  This is where Eventbrite comes into play.  Eventbrite makes setting up a free or paid event online easy.  Here are just a few reasons why I would recommend Eventbrite to anyone planning an event through which they plan to promote online:

  1. All of the Basics – Eventbrite allows you to set up all of the basic information needed for somone interested in attending your event within just a few minutes.  Time, location, cost, map with directions and contact information are all set up in a nice template.  Eventbrite also allows you to set up the event page to seem as an extension of your website by including the sames colors, layout and logo.  Best of all, anyone visiting your event page can share the link to your even on all of the social networks with just one click – talk about an easy way to spread the word!
  2. Keeping Things Organized – Eventbrite takes care of organizing all information that your attendees provide.  All information can easily be exported to an excel spreadsheet to keep track of whom is attending, the company they represent and all contact information.  Attendees also receive a ticket via email automatically to use when coming to the event – a great way to make sure you get all money if your event is paid.
  3. Eventbrite Follow Up is Incredible – Eventbrite will automatically send you emails as the big day approaches making sure you are staying on top of all the little things that will make your day a success.  Printing name badges for your attendees is just a few clicks away.  You can even set up automatic email reminders through Eventbrite that will keep all of the basic information fresh in your attendees’ mailbox.

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New Facebook Layout, 2009 Masters of Business Online, and TGIM

October 25, 2009

Today I would like to share a few links that I found to be particularly interesting this past week.  Check em out and let me know what you think!

Facebook Home Page has a New Look
So there is now a News Feed and a Live Feed on the home page?  Just like with most Facebook updates, the responses to the change have been mixed.  What does it all mean?  Why did Facebook make the change?  Click the link above to find out.  Just like with the last changes Facebook made – in the long run it is going to make Facebook even better and more organized!

2009 Masters of Business Online  Summary from Douglas Karr
If you are involved in the Indianapolis, Indiana social media scene, you were likely exposed to all of the buzz that came along with the Masters of Business Online.  Landing pages, online video, search engine optimization, pay per click advertising and social media – these were just some of the topics covered at this great event.  Get an inside look at what took place during the event from Douglas Karr by clicking on the link above.

Thank Goodness It’s Monday
One of my favorite people to follow online is Scott Stratten, President of Un-Marketing.com.  On Friday I was checking out his new initiative, Thank Goodness It’s Monday and I just had to share.  It’s a great concept: stop letting the day of the week determine your attitude.  Embrace each day and make the most of it.  Scott is forming a group of people he calls the” 1%” that refuse to fall into the “TGIF” mentality.  Click the link above to check out his video on why he’s doing this.  If you like what he has to say, enter your email address to get signed up.  He will follow-up immediately, as always, with an email welcoming you to the “1%.”

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Posted by derekmcclain

Tweeting For A Cause: Blame Drew’s Cancer

October 5, 2009

Next time you have a bad day just Blame Drew’s Cancer.

Drew Olanoff was diagnosed with cancer on May 20th, 2009.  Instead of giving up like many would, he has turned to social media to help increase awareness in an attempt to raise money for Livestrong.  The basic idea is that when something goes wrong just pause for a moment and take that energy to write a tweet using the hashtag #BlameDrewsCancer.  The idea is to have sponsors that will donate $1 for every participant.

To top things off, Drew has taken his effort to the next level announcing that he will be auctioning off his Twitter user name, @drew ,and donating the money to the Livestrong cause.  Who would be interesting in paying money for a Twitter username?  Drew Carey has indicated that he will pay as much as $100,000.00 for the name.

A great case study for using Twitter if you ask me.

Twitter-Blame-Drews-Cancer

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Posted by derekmcclain

Sharing: Blog Post Worksheet

September 27, 2009

I was checking out the Convince and Convert Blog this evening while watching the Colts game.  I ran across this Blog Post Worksheet that I had to share.  It’s a great resource to make sure your next blog post covers all of the basics.  It is very easy to get caught up in your blog posts and miss the basics that make a blog successful.  Thinking through all of the items listed on the worksheet below is a great plan for success!

View this document on Scribd

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Posted by derekmcclain

Brands In Public – Online Brand Management from Seth Godin and Squidoo

September 23, 2009

If you are a business and/or a brand, word of mouth marketing is important to you.  You want people to say good things about you and recommend you to their family, friends, and co-workers.  With the rise of Internet usage and social media come more outlets for people to be discussing your brand.  How do you monitor what people are saying on Facebook, Twitter, LinkedIn, Digg, YouTube, etc?  Sure there are tools like Google Alerts and Radian6 which can help you keep an eye on things.  But how do you respond to all of your brand buzz?  What if all of this observing and responding occured in one central place?

Well now it can.  On Seth’s Blog today he officially announced the launch of Brands In Public.  This is part of Squidoo, a company he founded.  Brands in Public already has some large brands like Home Depot, Guinness, Allstate and Hello Kitty up and running. 

The basic idea is that each of these brands have a page where all tweets, blog posts, news stories, images and videos about that brand show up.  Everything in one central place.  Good or bad.  It’s one thing for people to be ”talking” about you, but it’s another thing for you to participate in this discussion.  And the goal of Brands in Public is to make that participation easy.  Because that is when the real value comes in.  The question is – are you willing to pay $400 a month to do so? 

What do you think?  I am curious.

brands-in-public-seth-godin-online-brand-management

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Facebook New @Mentions Make Passing Referrals Easy

September 21, 2009

I posted last week about the new Facebook @Mentions that again show Facebook is going head to head with Twitter.  Since that time, I have been using this new functionality when it’s relevant.  I must say it is very useful when used appropriately.  It is a great way to link people directly to a company’s fan page or another person’s profile right from your status update.  But I was pleasantly surprised to find out how effective it can be when passing a referral online.  Let me explain.

I saw last week where one of my friends had posted that she was looking for a company to help with design and production of shirts for her company.  Rather than simply telling her that I knew someone that could help with this need or even just typing that persons name, I decided to take advantage of the @mentions.  BAM!  A direct link to that person’s profile. But not only did my @mention post on her wall, it also posted on the person’s wall that I was referring to in the @mention.  Before I could even follow up with my friend to tell him that I had a referral, he had already contacted my other connection with the shirt production need! I then went to follow up with her and she was amazed at how promptly he was able to follow up.  He will likely get the business because within minutes she was able to find a recommend solution for her need.  Now that was EASY!

Next time you see a post from one of your Facebook friends asking for help and you have a connection you can put them in contact with, remember this is a perfect time to give the new Facebook @mentions a try!

facebook @mentions make passing a referral easy

facebook @mentions make passing a referral easy

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Best Bet Diner Proves Customer Service Still Exists!

September 20, 2009

My co-workers and I have been talking alot recently about the subject of customer service.  More specifically, the lack of customer service.  Many of our conversations have naturally gravitated toward the food and dining industry.  We all eat out.  We all enjoy eating out and expect good customer service.  However, over the past few months the stories about horrible customer service have poured in.  Employees not looking their customers in the eyes.  Ignoring your customers when dropping off the menus.  Arguing about using a coupon and accusing the customer of changing the date.  These are just a few of the things we have been subjected to over the past few months. 

I made a vow to blog about my the next great customer service experience.  Months have passed since then.  But today I end my custom service blogging silence.  Because today I discovered that customer service does still exist!  And believe it or not, it is in the food and dining industry. 

The diner, Best Bet,  is located in Noblesville, Indiana.  Best Bet is decked out with poker themed items such as chips, playing cards and even jail cell like bars around the register.   They serve a great breakfast and also offer lunch.    Here are the customer service points they can offer to any restaurant:

Acknowledge Your Customers - This is a small diner, but the place was packed.  There were 4-5 groups waiting at all times.  Instead of ignoring the waiting customers or acting frustrated, the owner went to each customer personally to start a brief conversation.  He shook their hand and made eye contact.  He thanked them for coming out.  He even offered complimentary drinks to some parties that had to wait more than 5 minutes.  Simply put, he embraced the situation and made the best of it.  Many times customers will leave as soon as they realize there is going to be a wait.  Because of these tactics, every single customer staid…with a smile on their face.    

Personalize the Experience - Not only did the staff introduce themselves, but they also asked for first names from the customers.  These names were written on the order and on the final bill.  A small gesture that continued the overall great experience.

An Atmosphere To Remember - Poker themed decorations were very appropriate and well thought out.  Each table was a poker table with glass over the top of it.  The diner was clean and everyone was moving to deliver food promptly.  All employees seemed happy…a nice change of pace!

The Food and Follow Up - Of course the product must deliver on the high expectations.  The food was very tasty and solidified me doing this review.  And the follow up was great as well.  The staff came back to check up on their customers to confirm they were enjoying the experience. 

Best Bet is truly a breath of fresh air in the Indianapolis, Indiana area.  This small diner is taking all of the little things that the big chains do wrong and capitalizing on their mistakes.  And even with an almost hidden location, the customers don’t stop coming through the doors!  Big restaurant chains – take notes!

Best Bet Noblesville Indiana - photo from Urbanspoon

Best Bet Noblesville Indiana - photo from Urbanspoon

9 Comments | case studies | Tagged: , , , | Permalink
Posted by derekmcclain

Register To Win $1,000.00 In Landscaping Services From Jay-Crew Landscape, Inc.

September 16, 2009

I love having the ability to work with our team at Fusework Studios to develop a creative ideas for our clients.   But having the opportunity to execute these ideas to see the results is when the true reward comes in.

In a recent meeting with one of our long-time clients, Jay-Crew Landscape, Inc. the owner came to me looking for a new idea to create some buzz.  He wanted something fresh and something he had never done before.  He was tired of doing the same thing and getting the same results.  My first thought was to do some type of landscaping makeover.  We covered some of the basics.  He liked the idea and gave us the chance to run with it.  Here is what we came up with:

Green for Green Sweepstakes

Overview: You get “green” cash value in the amount of $1,000.00 to apply toward a “green” landscaping service that meets your particular needs.  No purchase is necessary.   You need only provide some basic contact information to enter and live within 60 miles of Muncie, IN.  Short.  Simple.  Sweet.

I will be posting additional blogs taking a closer look at this case study combining social media marketing and email marketing, but the main point of this post is to encourage you to register for the Green for Green Sweepstakes and/or share with someone you think might be interested.  This is a great opportunity for those that have been ignoring their landscaping all summer or those that just need a few final touches.

Visit GreenForGreenSweepstakes.com or just click on the graphic below to register now!

Jay-Crew_GreenForGreenSweepstakes

1 Comment | case studies, email marketing, fusework studios, internet marketing | Tagged: , , , | Permalink
Posted by derekmcclain

Facebook Takes Another Page From Twitter Playbook

September 13, 2009

One of the biggest stories in social media this week was Facebook’s plan to roll out @Mentions in status updates over the next few weeks.  This is another update from Facebook that appears to be a page from the Twitter playbook of success.  Nevertheless it will be very interesting to see how Facebook users adopt this new feature.

I have talked with many Facebook users that are not Twitter users.  They seemed to be a little confused on exactly what the @Mention allows you to do and how it will benefit them.  Will many Facebook users even care about this update?  Let’s not forget how users have reacted in the past anytime Facebook makes a change.  While this update will be nothing as drastic as a new design, the initial reaction to Facebook changes have historically been  negative.  At first glance, the same group of people who think Twitter is for stalkers are likely to think now Facebook is even further supporting Twitter’s stalker habits.  Now not only can I tell you that I am have coffee with someone else – I can link directly to his/her profile from my status update.

My guess is that it will take awhile for native Facebook users to being adopting this new functionality.  But once people within your network begin to use @Mentions as a part of their status updates on a regular basis, their friends will likely follow.  The hope is that this will allow Facebook users to continue to connect to others within their network to share more meaningful information.  Let’s see if this holds true.

I do think this will go a long way in helping the business brands on Facebook.  It is now going to be much easier to share that you are going to eat @(restaurant) and link directly to their fan page.  This will also encourage more incentives to be offered for customers as sharing becomes easier.  I will continue to update my blog as this is rolled out to analyze the trends.

But in the meantime, what is your take on it?

Below is the breakdown on exactly how it will work from Facebook engineer Tom Occhino:

Now, when you are writing a status update and want to add a friend’s name to something you are posting, just include the “@” symbol beforehand. As you type the name of what you would like to reference, a drop-down menu will appear that allows you to choose from your list of friends and other connections, including groups, events, applications and Pages. Soon, you’ll be able to tag friends from applications as well. The “@” symbol will not be displayed in the published status update or post after you’ve added your tags.

Friends you tag in your status updates will receive a notification and a Wall post linking them to your post. They also will have the option to remove tags of themselves from your posts. We hope that tagging your status updates and others posts from the Publisher will enable you to share in a more meaningful and engaging way, and connect with even more people. We’re rolling this feature out over the course of the next few weeks, so you may not see the new feature just yet.

1 Comment | facebook, social media, twitter | Tagged: , , , , | Permalink
Posted by derekmcclain

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