Got Questions On Google App Indexing? Let Google Know For SMX
At SMX West in a few weeks I am moderating a panel named What You Need To Know About Google App Indexing. In that panel…
Google Mobile Algorithm Tests Underway?
On Friday, Dr. Pete Meyers, the man behind Mozcast said on Twitter that his tool picked up significant ranking changes in the mobile search results. He said “URLs on page one jumped from 80.9% to 88.7%.” That is very big but within 24 hours…
Who really won the Super Bowl? A consumer search investigation
Every year, roughly 110 million households (46% of Americans) tune into the most iconic football game of the year. When consumers have … read more
Why Sites Shouldn’t Put Nofollow on their Outbound Links
I’ve wanted to blog about this for a while now, but was never quite sure what to say and how to say it. But after being directly affected by it twice recently, I decided “enough is enough”… From what I can see, more and more publishers are seemingly applying rel=”nofollow” on their outbound links, meaning […]
Post from Steve Morgan
14 reasons you really shouldn’t ignore DuckDuckGo
Because an increasing chunk of your target audience may well be heading to DDG in the coming years.
Don’t believe me? Rand Fishkin of Moz fame said it will be “the fastest growing search engine of 2016.”
If you’re still not convinced, here are some enlightening stats about DDG that might make you pay attention.
1) It averages 10m queries a day
According to its own traffic stats, DDG averages around 10m queries a day.

This might not be up there with the likes of Google, but it means DDG is definitely a significant player in the search market.
2) 12m queries in a single day last December
While average search queries are at 10m, DDG managed a 12m-query day back in December.
3) 350m queries last month
DDG achieved an impressive 350m search queries for December 2015.
4) 3.41bn queries last year
For the whole of 2015, DDG achieved 3.41bn search queries.
Again, this might not seem much next to Google, but for a relatively young search engine it’s pretty significant.
5) 73% growth in 2015
Part of the reason these numbers are so significant is the pace at which DDG is growing.
The 3.41bn 2015 number was up from 1.97bn in 2014 – a 73% YoY increase in search queries.
6) 22% increase in traffic from January to December 2015
Over the course of 2015, DDG’s monthly traffic grew by 22%.
In December the site had 108m visits.

7) Tech fans love it
DDG users show a strong affinity toward tech news sites, according to a report by SimilarWeb.
Comparatively, Bing users show affinity to typical websites you would expect of average internet browser (Reddit, Amazon, Google, etc).
8) Average bounce rate is 31%
The average bounce rate for DDG users is 31%, according to the same SimilarWeb report.
This is significantly better than Bing users’ average bounce rate of 43%.

9) Average time on site is 9.5 minutes
DDG users spend an average of 9.5 minutes on sites they visit through the search engine.
By contrast, Bing users spend an average of just 7.5 minutes on each site.

10) It offers people what Google can’t (and won’t): true privacy
This infographic from Tech.co and Optilocal has a pretty good run-down of the privacy differences between DDG and Google, along with a load of other interesting facts and stats.
Click to see the full version
11) It does other things that Google can’t
But privacy is just one feature DDG has over Google.
DDG also offers functions such as the ability to view someone’s social media profile without leaving the search engine, the ability to easily expand shortened links or check whether websites are down, and there’s even a password generator.
These little UX tweaks could be key to DDG attracting an increasing number of users away from Google, not just relying on the privacy issue but actually providing an even better user experience.
12) It’s the default search engine in the new Adblock Browser for mobile
Ad blockers are here to stay. Let’s not kid ourselves about that. And there’s the old saying: ‘if you can’t beat them, join them.’
If DDG is the default search engine for arguably the most popular ad blocking app of them all, brands should take that very seriously.
Failure to optimise for DDG on mobile could lead to brands missing out on an increasingly large mobile ad blocking audience.
13) It has signed the Acceptable Ads Manifesto
This one is less about ad blocking but more about a clear commitment to creating a user experience that benefits people rather than brands.
The Acceptable Ads Manifesto was created by Adblock Plus as a way to encourage brands to stop ruining the online user experience with crappy ads like the ones in the screenshot below.

Here are the key points of the manifesto:

It might be a PR move – in fact it almost certainly is – but it also suggests DDG is taking UX seriously and this can only have a positive impact on people wanting to use it.
14) It makes money without tracking people
In short: DDG is not going anywhere. It isn’t just a political flash in the pan. It is a profitable business.
In an ask-me-anything session on YCombinator’s Hacker News site last year, founder and CEO Gabriell Weinberg said:
DuckDuckGo is actually profitable. It is a myth you need to track people to make money in Web search.
Most of the money is still made without tracking people by showing you ads based on your keyword, i.e. type in car and get a car ad. These ads are lucrative because people have buying intent.
All that tracking is for the rest of the Internet without this search intent, and that’s why you’re tracked across the Internet with those same ads.
I will be writing a post about how to optimise for DDG in the near future, so keep your eyes peeled!
We’re Thrilled to Announce… Moz Local Insights Released from Beta!
Posted by dudleycarr
Today we’re excited to remove the Beta label on Moz Local Insights! This feature has been in beta since November when David first announced it. This release of Insights continues the push to provide our customers with a holistic understanding of local search presence.
First, a tremendous thank you to all of our customers who gave us feedback about what works and what doesn’t work.
In the two months that Insights has been active for all 60K+ listings in Moz Local, we’ve collected 2.5 billion individual metrics! Insights is tracking 220K search keywords, traffic for 13K locations in Google Analytics, and 1.1M reviews.
Now, with the addition of Google My Business data and Google/Facebook reviews, Moz Local Insights is ready to have organizations large and small depend on it to deliver value for customers investing in local search.
This release includes a large number of small improvements and tweaks. However, the following are the big changes since we first announced Insights:
First up: Google My Business data
The release of the Google My Business API has been a welcome change for everyone doing local listing management. We have big plans in the near future to make extensive use of the API to help with distribution by eliminating the need for downloading and uploading CSVs every time listing information changes.
Moz Local Insights helps clients with many US/UK locations see what their performance looks like in aggregate across all your Google My Business locations. We’re using the API to help collect Google My Business data currently locked away in the dashboard and accessible only a single location at a time.
Here’s how Google My Business data looks like within Moz Local for a medium-sized client:

The screenshot shows 35 listings aggregated in a graph with the same data that’s available in GMB. Insights will also break out locations by best performing, worst performing, and top gains and losses. The same data is available for the click data.
Google My Business makes up to 90 days of data available. With Insights, we’ll track this data over time, starting with the initial 90 days of data available in GMB at the time we’re given authorization.
Second: PDF reports
From the beginning, Moz Local Insights has aimed to focus on the data and the visualizations that are the most meaningful to you and your client. The missing link has been making that data available via PDFs so that they can easily be shared with others.
We provide a single PDF, organized in sections containing the following Insights sections:
- Distribution Insights (Accuracy, Listing Score, and Reach)
- Performance (Google My Business and Google Analytics)
- Visibility (Local pack and organic)
- Reputation
Our focus for this feature was to make the PDFs easy to set up, compelling, and beautiful. Here’s a peek at what the PDF report looks like for Moz.com:

You can check out the full sample PDF report here.
Starting today
With Moz Local Insights coming out of Beta, we’re starting our normal 2-week trial for listings. During the 2-week trial, you’re free to try out all of the functionality — including the newly announced features. You can purchase the listings at any point during the trial. Pricing is only $120 for self-serve locations and $99 for enterprise locations per year.
What’s next?
We’re happy to get all of the improvements out, but there’s more goodness along the way — and shortly! Here’s the list of things we’ll tackle next for Search Insights:
- Exporting via CSV
- Omniture support
- Keyword suggestions
- On-demand PDF exports
- More review sites including Instagram
Even though the beta period is over, we’re just as eager to hear from you about what works or could be better with Moz Local Insights. Please feel free to reach out to me or send feedback here.
Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don’t have time to hunt down but want to read!
SEO for PRs: a basic guide for greater client success
As an SEO, my work with these agencies has increased in line with this development.
Why have PR agencies started to embrace advanced SEO?
The Google algorithm development rewards websites securing high quality links and mentions from dominant websites, giving PR agencies a new advantage over traditional SEO agencies.
PR agencies already maintain relationships with media organisations and industry influencers, making it possible to utilise these relationships to the clients’ advantage.
This is particularly the case when compared to traditional SEO agencies that have built their business around lower quality links from blogs and such to improve their clients’ ranking ability.
Closing the knowledge gap
The gap between current, and required, SEO campaign knowledge is a challenge for PR specialists looking to provide SEO as a client service.
In my experience, the expertise of in-house PR agencies is generally limited to understanding that keywords, meta titles and external links help with improving search rankings,
There tends to be a shortfall when it comes to the detail of these and other, more complex, ranking factors.
In the rest of this article I’ll cover some of these more advanced ranking factors that an effective SEO in a PR environment should know about.
Let’s start with an overview:
SEO: An Overview
Search Engine Optimisation is a process that aims to improve website organic search rankings. SEO covers a range of activities, and these fall into three main categories:
1. On-page SEO
On-page SEO refers the content on your website’s pages, including what keywords you are targeting, and how much and what type of content is on the page.

2. Off-page SEO
This refers to ranking factors which are usually outside of your direct control, and include external websites that link back to your content.
For an in-depth look at this topic, book yourself onto Econsultancy’s Building Backlinks Workshop.
3. Technical SEO
Technical SEO covers the coding and build of the website, the hosting and the download speed. The majority of technical SEO work is carried out by website developers.
I’ll cover these three areas (and how they relate to PR) in more detail below.
Off-page SEO factors: Links (and mentions)
Let’s start off with something that’s understood by most people who have a basic knowledge of SEO: external links help websites rank.
Link building is the name for getting other websites to link back to your site. In general, the more links you have, the greater chance of ranking for the target keywords. Think of each link as a vote for the site.
Links and mentions are a PR agency’s best opportunity to utilise its core expertise, incorporating SEO indicators to an outreach program. Here’s what you need to know…
What is a link?
A link (also known as a backlink) is where one website inserts a hyperlink to another website. Generally, these links are contextual, and point from one of their webpages to one of your client’s webpages that is relevant to the linking page.
While links are key to improving search rankings for client websites, not all links are made equal – some links carry significantly more ranking power than others. A good SEO practitioner can prioritise potential target websites.
To evaluate these websites, you need to understand how Google evaluates links.
The factors that Google uses include:
- Relevancy of the linking domain and article to the link target.
- Strength of the linking domain and article.
- Whether the link was paid for or editorially driven.
- The location of the link on the page.
- Whether the link uses a ‘nofollow’ HTML tag.
- How many links there are on the linking page.
- Is the article positive or negative?
- The link’s anchor text.
That’s a lot of information to evaluate, and you need a fair amount of specialist SEO knowledge to be able accurately prioritise your shortlisted websites for outreach.
What is a mention?
A mention is very similar to a link except that there is no actual link between sites. Usually mentions are made in the context of a quote and citation, and the citation consists of the name, role and organisation of the person quoted.
Google gives credit to the citations as many powerful websites have an editorial policy not to link externally. Without being able to measure mentions, there would be a big hole in Google’s ranking algorithm.
While a mention doesn’t give you as much credit as a link, they should not be ignored. Mentions on large media websites carry weight.
Just like links, Google uses multiple factors to evaluate the quality of a mention, and it is very important to ensure that the organisation brand and niche is clearly noted or the Google algorithm may not give your client the credit that they deserve.
On-page SEO
On-page SEO consists of the words and images on each webpage that Google uses to evaluate the purpose and quality of a page.
Google also evaluates all pages on a domain in total to identify the main purpose of a website, so pages outside of the main topic of the website are less likely to rank.
On-page SEO is really important to get right. I regard it, along with technical SEO, as permission to play with the big boys in search.
The principles are pretty straightforward to grasp and once you are used to implementing them you will quickly find yourself automatically writing optimised SEO content with a greater ability to rank in search.
Keywords
When looking at on-page SEO it is important to remember that it all starts with using the keywords (and synonyms of these keywords) that users are searching with.
The easiest way to search for the most relevant keywords is with Google Keyword Planner (you need to sign in, but it is free).
Information from Google’s Keyword Planner on search term ‘London PR agency’

Once you have identified your primary keywords, find a range of close synonyms for each keyword to give yourself the chance to rank for a range of search terms (and avoid being penalised for overuse of your primary keyword).
Competition
Once you have identified the keywords you want to rank for, do a Google search for these keywords and evaluate the top three results.
As a minimum you want to aim to match the quality of these results with your page.
It’s important to remember that Google wants to give searchers the best answer to their query.
Titles, URLs and headings
Once you have decided on your primary keywords and synonyms you should put some thought into the structure of your page.
It is important to use your primary keywords in the title, URL and main heading, but once this is done you only need to use your primary keyword a couple of times in your sub-headings and main content to get the job done, and synonyms elsewhere.
Main content
It is important to break up your content into logical sections using headings and sub-headings, and I recommend that all lists are bulleted.
This makes content easy for users to scan quickly to find what they are after. Make sure you use a few instances of your keywords in the main body and headings, but don’t overdo it.
Make sure you incorporate synonyms of your primary keywords as well to help you rank for related search queries.
It’s important to keep in mind that, on average, top three search results are over 2,000 words in length.
Images
It is important to optimise your images for SEO – Google can’t see what an image is yet, and large images can slow down your website and affect your rankings.
- Use relevant, descriptive words in the image filename.
- Use alt text to describe the image.
- Optimise the image size and quality for web (i.e. make sure the file isn’t too big)
Technical SEO
As the title suggests, this covers the technical aspects of a website’s performance, some of which are obvious to the user, some of which aren’t.
These factors include:
- Website load speed.
- Website page size.
- The number of page calls and redirects.
- The number of pages indexed in Google.
- Sitemap(s).
- robots.txt file.
- 404 pages.
- 301 pages.
- Navigation design.
- URL structure.
Technical SEO really needs to be undertaken by a specialist – it can get quite complicated.
The good news in that once a technical SEO audit has been carried out and recommendations have been implemented, technical aspects of SEO usually only need to be monitored.
There shouldn’t be any changes to your technical website performance unless significant technical changes are made to the website.
Summary
To summarise, I believe that there is a huge opportunity for PR agencies to incorporate advanced SEO into their day to day client activities.
Google has introduced search algorithm changes recently which have created opportunities for PR agencies to embrace SEO and expand their client offering.
I believe that the PR agencies who do this will differentiate themselves from their competition by creating additional value for their clients.
This additional value will help secure their long term client relationships, and also make it easier to win new business.
For more information
Econsultancy has a range of Search Marketing Training Courses to suit all levels and requirements.
And to get it all from the horse’s mouth, Google’s Webmaster Guidelines is the first step to developing a good understanding of SEO.
You could also check out Google’s Search Quality Rating Guidelines. Just released, Google’s previously confidential internal guidelines are used by the company’s website raters to manually analyse and rate sites for quality.
What Really Earns Loyalty in the Local Business World?
Posted by MiriamEllis
St. Valentine’s Day is on the way, and I’ve been thinking about love and loyalty as they apply in the local business world. It’s been estimated that it costs 7x more to acquire a customer than to retain one; in my city, most of the major chains offer some type of traditional customer loyalty program. Most rely on a points-based system or an initial sign-up investment to receive benefits, but I wondered about Main Street.
I picked 15 locally owned businesses at random to see if they had created loyalty programs, and then I checked Google and Yelp to see if any of these programs had been inspiring enough to generate mentions in reviews (the most obvious online signs of devotion or dismay) in the past year. Here’s what I found:
| Business Model | Loyalty Program | Mentions in Reviews |
|---|---|---|
| Toy store | $10 coupon for every $200 spent; $5 birthday card gift; teacher discount | 1 mention |
| Grocery store | Grocery purchasing card that donates to local schools | 0 mentions |
| Video store | Rent 12 videos, get 1 free | 0 mentions |
| Craft store | Senior Tuesday 10% discount; birthday discount of 20% | 0 mentions |
| Hardware store | No program | N/A |
| Bookstore | Purchase $25 rewards card and get 10% off of purchases for 1 year | 1 mention |
| Restaurant | Complimentary birthday or anniversary dessert | 0 mentions |
| Deli | No program | N/A |
| Café | Get 10 stamps for beverage purchase and get a free drink | 2 mentions |
| Clothing boutique | No program | N/A |
| Kitchen store | No program | N/A |
| Bike shop | Spend $6,000 and receive free flat repair, swag, free event entry, and more | 0 mentions |
| Hair salon | Get 7 cuts and receive ½ off on merchandise | 0 mentions |
| Bakery | No program | N/A |
| Pet supply | Buy $5 card, get 5% off of merchandise for the year | 2 mentions |
At a glance, 2/3 of the independently owned businesses in this city have created loyalty programs, and in the last year, there were 6 total mentions of these benefits in all of the reviews earned by the 10 businesses offering these programs. Of course, this doesn’t mean that more customers aren’t participating in these programs, but it does seem to indicate that the majority of customers feel positive about a business for reasons other than official loyalty programs, at least in my small study.
So, what does foster loyalty? In the reviews I looked at, nearly all happy customers referenced either a specific great experience or an ongoing positive aspect of the business. These memories, if impressive enough, are what drive good reviews and help customers to remember to return for further good experiences. Then there’s the flip side — experiences so negative that they can drive a customer away forever.
Given the high cost of acquiring new customers vs. retaining existing ones, I’m going to document here 5 personal experiences with local businesses that made me vow never to return, and then I’ll follow that up with 5 excellent experiences that not only merited a great review from me, but have also lead to multiple transactions over the years. It’s my hope that these personal mini case studies will give local business owners and local SEOs a glimpse into the mind of one unbiased consumer, and that the findings will be widely applicable to most business models.
Bad business
| The bad experience | What could have made it better? |
|---|---|
|
Lack of empathy
Worms in the rice bin of the bulk section of the local grocery store! Yuck! Reply from the store clerk? A very bored “Oh.” No apology, no offer to get a manager. Not even an, “Eww!” of shared feeling. I’ve never bought bulk from them again. |
Show me you care
The wormy rice grocery store clerk could have mirrored my dismay and gotten a manager over immediately to explain how the merchandise had gotten bugs in it, and have let me seen them removing the bin before I left the store. Staff not only need to be treated empathetically by employers, but need to be trained to share that culture of empathy when confronted with customer complaints. |
|
Lack of training
Shopping for an exercise bike at the local sporting goods store, I was pleased to find floor models you could try out. Unfortunately, none of the staff knew how to turn the bikes on. They all stood there scratching their heads and saying, “I dunno. Maybe there’s a key or something.” Needless to say, a transaction never happened. |
Show me you’re trained
Staff could have phoned the owner to ask how to operate their bikes, or at least have taken my name and number to have the owner invite me back for a personal demo. Owner could have assured me he was scheduling a staff-wide training session to ensure I’d have a better experience next time. |
|
Lack of management
In the midst of a family emergency in a rural area, I needed lodging pronto. What I found was a room filled with dead bugs, inch-thick dust, and a fridge festooned with green mold. Owner response? His housekeeper was having “emotional problems” and he guessed he ought to check up on the place from time to time. Ya think? Had to scramble for another place to stay in the next town, which was the last thing I needed to be doing that day. |
Show me you’re on top of things
This couldn’t be fixed on the spot because the owner had let things slip for too long. He might have offered to help me find another place to stay, given me some local coupons, or done something to express his regret. Any business owner who isn’t overseeing his own business lacks the necessary commitment to succeed. |
|
Lack of quality
My community has a hate-hate relationship with the only local fabric store franchise, attested by a volume of negative reviews. The place is an absolute mess and basic, high-quality fabrics are almost always lacking. The inventory is cheap and disorganized. I’ll drive for hours to shop elsewhere, or shop online. This chain is my very last resort of desperation, because I know I’ll be disappointed and feel unhappy if I go there. |
Show me you’re responsive
Read the bad reviews and then poll the customers to find out what local sewing enthusiasts would love to see stocked in the inventory. And keep the store clean at all times! Playing the monopoly card because you’re the only game in town is not going to win loyalty. Should a more responsive competitor open its doors, the existing chain could see its customers leave in droves. |
|
Lack of accountability
When the electronics franchise in my area sold me an external hard drive that blew out my computer, I expected… something. Maybe an apology? Maybe a free fix-it service? I got neither. Instead, I got a condescending speech from a manager explaining that he wasn’t responsible for the products he sold. If I wanted to pay his tech team for diagnosis, they’d get back to me in a week to tell me how much more it would cost to fix my computer. I haven’t trusted the company since. |
Show me you’re responsible
Instead of rudeness, the manager could have mirrored the horror I was feeling about my computer, offered free overnight diagnosis, and demonstrated that corporate policy stood both behind the products sold and behind me — the customer! Any business policy that fails to recognize that customers are the lifeblood of existence is exposing a glaring weakness, and a competitor with a genuine plan to win customer loyalty can make that weakness work for them. |
Good business
Now, for the good stuff! These experiences were impressive enough to make it into my permanent memory bank, and moreover, have been the foundation of repeat transactions. Here’s a chance to consider whether your customers are having similar positive experiences when doing business with your company.
| Great job! | Why does it work? |
|---|---|
|
Superior selection
Twice a month, I take a 3-hour trip to shop at an independent market that offers a selection of produce and groceries with which the local natural food chain can’t even compete. The food has a clear emphasis on local sourcing, is clearly labeled with its farm or origin, is fresher, and — a major biggie for me — is 100% organic. Markets nearer to me simply don’t have this superior quality, aren’t 100% organic, and often carelessly mislabeled products. |
Proven quality
You’ll notice I didn’t say I shop there because it’s cheap. Quality matters more to me than anything when it comes to the food I purchase, so I’ll go a country mile and to some expense to get the best I can afford. This can be applied to any product lineup when the customer base is looking for the best. You can go the extra mile, as well, to explain why your products/services are superior to other offerings. Educate customers and then let them experience the difference. |
|
Superior staff
My favorite plant nursery is owned by a family that knows absolutely everything there is to know about gardening. They’ve got an amazing library of horticultural books, too, and often look up unusual plants for me, sharing their knowledge and their delight in all things green. I value their expertise, and make my major annual purchase of vegetable starts from this nursery each spring, knowing every question I have will receive a helpful answer. |
Proven training
Everyone who works at this business either knows the answers to my questions or knows how to get those answers for me. You may not need a staff of wizards, but the infrastructure needs to be there so that every employee knows who to ask when they don’t know the answer to a product or service question. Your investment in employee training — in educating the people who represent your business — is priceless. |
|
Superior convenience
My family may be in the minority, but we only own one car. And when that car gets worked on, we’ve had oodles of fun sitting for 4 hours on a hard bench in a dirty parking lot in 101 degree weather, waiting to get back on the road. But one local automotive chain has started offering courtesy cars — you can believe we’re going for that! |
Proven support
It’s the sensitive business that implements policies that make life a little easier for customers at times of inconvenience. Maybe that means offering water in a lobby, shortening check-out lines, or narrowing service window timeframes to limit long waits. Put yourself in the customer’s shoes in a not-fun situation and ask if there’s anything that would make it a bit easier. Offer that support. |
|
Superior atmosphere
Are there places you hate to shop? That dark cave, or hulking warehouse, or total zoo! You feel lousy and tired being there. You’d rather be anywhere else. Remember the fabric store, mentioned above? In contrast, there’s a small quilt shop in town that I can go to for some of the things I need, and the soft lighting, soft carpets, and beautiful organization of the merchandise make shopping there a treat and a pleasure. I shop there whenever I possibly can. |
Proven welcome
Cleanliness, organization, a user-friendly floor plan, and visual appeal are conducive not just to one-time purchases but to return visits to enjoy the welcoming vibes of a place. Volumes have been written about trapping customers in “mazes” to make them purchase more. Sadly, it works, but do you feel you’ll win more loyalty and better reviews from customers who feel trapped or customers who feel welcomed? |
|
Superior individuality
Big brands have their place, but it’s at the locally-owned business that customers are likely to have the most unique shopping experiences. From the first time I visited one of the many farm stands in the area in which I live, I was delighted with their rustic tin shed, befriended by their down-to-earth staff, and touched that they often threw something extra into my shopping bag — an apple, a bunch of thyme, a variety of melon I’d never tried. The upshot: I shop there once a week, every week of the year. |
Proven creativity
Big box stores may be here to stay, but Main Street is still fighting. The big box is not going to give you a free lettuce, or lend you an umbrella when it rains, or tell you to pay them next time when their power goes down. It’s not in their corporate policy to do those things. Your locally-owned business gets to react to spur-of-the moment customer needs, creatively customize shopping experiences, and put a genuine human face on transactions. With a unique approach, you can become a cherished local institution. |
Making a local business policy
For independently-owned businesses, official loyalty programs can offer an extra reason for customers to return to you, but the findings of my little research project indicate that they are not the core catalyst of great reviews or repeat business.
As a local business owner, you have the necessary freedom for making a particular culture, rather than a program, your official policy. So much of this comes down to basic acts of thoughtfulness: matching product/service quality to customer needs, running a well-cared-for ship that puts customers in the mood to buy, and training staff not just to answer questions but to use their own talents to provide creative solutions at the spur-of-the-moment. Sometimes, it’s the smallest thing that can make a memory and gain consumer loyalty — something as small as offering genuine thanks for doing business, or genuine empathy when a customer is disappointed. While looking at reviews, I couldn’t help noticing the repeat use of the word “love.”
“I love their selection!”
“I love how helpful they are!”
“I love their bagels!”
Can you think of any other word with a more promising ring of loyalty?
Humans are generally loyal to family and friends because of the ties that bind, stitched with countless memories of important shared experiences. With business, it’s different. I’m not intrinsically bound to any company — not until they’ve created enough of a good impression to make it into my permanent memory bank, reminding me to “please, come again.” And a bad enough experience stays imprinted on my mind for a very long time, too. Like the elephant, I never forget.
What will your local business be doing in 2016 to go above and beyond? To go from just doing business to doing it memorably well? Please, share your plans to inspire our community!
Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don’t have time to hunt down but want to read!
Google: 82% Of Super Bowl Ad Searches Happened On Mobile, Up From 70%
Ads drove more than 7.5 million incremental searches for Super Bowl advertisers.
The post Google: 82% Of Super Bowl Ad Searches Happened On Mobile, Up From 70% appeared first on Search Engine Land.
Please visit Search Engine Land for the full articl…
MarTech Rates Increase Saturday. Save $350 — Register Now!
Join innovators and main street brands pioneering marketing technology at MarTech: The Marketing Tech Conference. Save $350 on your ticket by registering this week! Attend for: Sessions, panels and keynotes featuring senior-level marketers who are driv…
Yahoo To Close BOSS (Build Your Own Search Service) Next Month
Yahoo to close yet another search service. Yahoo BOSS is closing March 31, 2016.
The post Yahoo To Close BOSS (Build Your Own Search Service) Next Month appeared first on Search Engine Land.
Please visit Search Engine Land for the full article.
Do SEOs At Larger Agencies Earn More Than Those At Smaller Agencies?
Local search practitioners, how do you stack up to your peers in the industry? Columnist Myles Anderson sheds some light on this topic based on data from BrightLocal’s recent annual Local SEO Industry Survey.
The post Do SEOs At Larger Agencies Earn M…
The Local Data Ecosystem Just Got A Little More Eco-Friendly
Google recently introduced the Google My Business API, but what does this mean for local business marketers? Columnist Christian Ward of Yext explains.
The post The Local Data Ecosystem Just Got A Little More Eco-Friendly appeared first on Search Engi…
Basic SEO training: long tail keywords
Ranking for popular keywords is not easy. First try to rank for more specific, long tail keywords. There will be less traffic, but also less competition for these keywords, which makes it easier to end up higher in Google’s search results for these specific terms. On top of that, the people that will find you, will be more […]
50 most insightful takeaways from #ConnectSEW 2016
We’re back from Miami now, filled to the brim with ideas, enthusiasm and inspiration. Connect was the first of our brand new … read more
Google’s Monkeys Logo Is For The Lunar New Year
Today on Google.com is a special Google logo, aka Doodle, for the Lunar New Year. The Lunar New Year is also known as the Chinese New Year, celebrated in countries like China, Korea, Mongolia, and Vietnam…
Google’s “May Treat” Added To Medical Knowledge Graph Queries
Dr. Pete Meyers shared on Twitter that Google may have recently added a “may treat” section to some medical queries. The example he shared was a search for [dulcolax]…
Webmasters Claiming More AppleBot Activity From Apple
As you know, Apple confirmed the existence of AppleBot, their web crawler, last year. The main purpose of it is to help index content not just in apps but also the app content that references the web (like Google App Indexing but in the iOS world)…
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