Our  friend and customer service advocate, Becky Carroll penned an interesting post over on her blog, Customers Rock. The jest of the post is the significant disconnect with what companies think they are delivering relative to Customer Experience, and what their customers purport.

Understanding the principles of customer experience and actually delivering them do not necessarily go hand in hand. In 2008 Bain & Company found that while 80 percent of companies believe they deliver a superior experience to their customers, only 8 percent of those companies’ customers report having such an experience. Similarly, a CMO Council study found that fifty-six percent of technology vendors perceive themselves as being extremely customer-centric, compared with only 12% of their customers.

There is a clear disconnect between the experience companies think they deliver and what customers experience, perceive and – more importantly – desire. It’s not about what you think… it’s about what your customers think.

In order to determine whether you are disappointing, meeting or exceeding your customers’ expectations, you need to continuously listen. And it’s not as easy as it sounds. It goes far beyond monitoring the chatter on Twitter and other social media platforms or performing your annual customer satisfaction survey. It requires soliciting customer feedback on a regular, ongoing basis at multiple touch points, and closing the loop to address issues and understand root cause.

How to Bridge the Gap

I think part of the issue stems from confusing Customer Service with Customer Experience. It is much easier to Enhance the Customers Experience than to deliver stealer Customer Service. We confuse great customer service as being Ritz Carlton or Nordstrom, it isn’t, as customer service varies based on the product type, brand and product price point.

Folks can argue that if they want, but you simply do not expect the same level of customer service at McDonalds, a fast food chain as you do at Mortons, a high-end steakhouse. The problem with focusing on increased Customer Service is, irrespective of your product price point, folks always expect a little more “service” than your product offering is designed to deliver. Trying to out service your competitors is a race to eroding profits. I am not suggesting that a company only deliver minimal customer service, but am pointing out there are differences.

However, companies that shift their thinking toward Enhancing the Customers Experience should have a much easier time, and really speaks to shifts in your behavior to align with your brand. This was an epiphany moment for us at Urbane, as once we started behaving, consistent with our Brand, things became much easier and more clear, all of which centered around Enhancing the Residents Experience at each of the touch points throughout the resident life cycle.

What are your thoughts about this? Is there a difference between Customer Service and customer Experience?

Social Influence Marketing, as described in Social Media Marketing for Dummies, is a technique that employs Social Media (content created by everyday people using highly accessible and scalable technologies such as blogs, message boards, podcasts, microblogs, bookmarks, social networks, communities, wiki’s and vlogs) and Social Influencers, (everyday people who have an outsized influence on their peers by virtue of how much content they share on line) to achieve an organization’s marketing and business needs.

Social Media, which was likely one of the most hyped buzzwords in 2008, refers to content created and consumed by regular people for each other.

Social Media and its making now allows everyone in the world to be a content publisher and arbitrator.

Social Influencers are the everyday people who influence the consumer as he/she makes a purchasing decision. Simply, the people who influence a brand affinity and purchasing decisions are Social Influencers. Engagement is a Lost Art, are you targeting Social Influencers as part of your overall marketing objectives?

Social influence is the change in behavior that one person causes in another, intentionally or unintentionally, as a result of the way the changed person perceives themselves in relationship to the influencer, other people and society in general.

Christine Thompson describes Social Influencers in her post titled Social Influence Marketing;

Key influencers – people who have almost celebrity status in the social media world – in some cases can exercise considerable influence on purchase decisions throughout the consumer’s buying process. Rarely does the consumer actually know these key influencers in real life.

Social influencers are people whom the consumer follows on Twitter or FaceBook, or whose blogs and product reviews appeal to the consumer. Their influence is greatest during the earlier phase of the buying cycle: awareness and consideration, but wanes during the action phase. Although the social influencers are likely to be within the consumer’s social graph, they may not actually know each other.

The greatest impact occurs through known peer influencers: colleagues, friends and family. How much impact these “known peers” exercise varies by product category and how much the consumer respects the person’s insight and expertise in that category. For example, a husband can influence the brand and model decisions when it comes to auto purchases or leases; however, he has no impact on purchase decisions for yoga classes, mats and accessories, or other yoga-related items. This is because I don’t believe he has an informed opinion in this arena.

1. Are you connecting with Social Influencers to drive your marketing needs and business needs?
2. Does your Digital Footprint have the required reach and inclusion of Social Influencers relevant to your brand?

I attended my first Social Media Seminar a few years ago in Columbus OH. The conference was put on by Jennifer Laycock, editor of Search Engine Guide. After having attended all sorts of apartment related seminars and events, that basically said the same thing year in and year out surrounding Apartment Marketing, it was real treat to further dig into Social Media Marketing with folks who were doing it.

I was pretty flattered when Jennifer reached out a few weeks later and asked me to write for her at Search Engine Guide, from a small business perspective, and relating to the various things we were doing in our own boutique apartment management business at Urbane Apartments. Although my writing there has been off and on over the last couple of years , mostly because of time constraints of operating a small business, I have learned a lot from both Jennifer and several other contributors. You can peruse those articles here if you like. Search Engine Guide is in the top ten highest ranking blogs in it’s class, with a significant following. I have also joined Jennifer on a series of small business panels at places such as SES Chicago.

One of the top contributors and one worth following his work is Stony deGeyter, President of Pole Position Marketing, a leading search engine optimization and marketing firm helping businesses grow since 1998. Stoney is a frequent speaker at website marketing conferences and has published hundreds of helpful SEO, SEM and small business articles.

Stoney pioneered the concept of Destination Search Engine Marketing which is the driving philosophy of how Pole Position Marketing helps clients expand their online presence and grow their businesses. Stoney is Associate Editor at Search Engine Guide and has written several SEO and SEM e-books including E-Marketing Performance; The Best Damn Web Marketing Checklist, Period!; Keyword Research and Selection, Destination Search Engine Marketing, and more.

Putting it all together

SEO isn’t especially difficult to do, but it does take time and enough knowledge to help you get started down the path to learn as you go. Many small businesses will try to save money by doing SEO on their own and they can be successful to a point, so long as they have the time needed to not only gain the knowledge but to implement it as well.

Here is Stoney’s series on the  basics of SEO. Read up on these and you will be well on your way!

Missed a part of this series?
Part 1: Everything You Need To Know About SEO
Part 2: Everything You Need To Know About Title Tags
Part 3: Everything You Need To Know About Meta Description and Keyword Tags
Part 4: Everything You Need To Know About Heading Tags and Alt Attributes
Part 5: Everything You Need To Know About Domain Names
Part 6: Everything You Need To Know About Search Engine Friendly URLs & Broken Links
Part 7: Everything You Need To Know About Site Architecture and Internal Linking
Part 8: Everything You Need To Know About Keywords
Part 9: Everything You Need To Know About Keyword Core Terms
Part 10: Everything You Need To Know About Keyword Qualifiers
Part 11: Everything You Need To Know About SEO Copywriting
Part 12: Everything You Need To Know About Page Content
Part 13: Everything You Need To Know About Links
Part 14: Everything You Need To Know About Link Anatomy
Part 15: Everything You Need To Know About Linking

A Guest Post by Brian Owen; Executive Director of Marketing for Laramar Group in Denver CO. Brains post illustrate exactly what we teach folks in our Move the Google Needle sessions, most recently at Optimization Summit in Dallas. Here are the slides should you have interest.

Enjoy Brian’s post, and let us know your thoughts and comments,

Google Killed the Adjective

Quite frankly, Google doesn’t care what serene, beautifully landscaped, sparkling surroundings your apartment community is nestled in nor do the prospects using Google, per se.  Not initially at least.  This makes marketing apartments a little less creative from a writing standpoint, but a little more fun and challenging from an analytics and strategy standpoint.

If you currently have Google Analytics on your website, run a report to see if anyone found you by typing in adjectives other than those related to proximity or cost (close, near, cheap, affordable).  Trust me, they didn’t.  So why do many of us continue to use those “romance” paragraphs on our website and in our ILS advertising?  The only answer I have is that some of us are still stuck in a print mindset, and between you, me and Dupree, using romance paragraphs in your print ads is a waste of creative energy as well (that’s a whole other discussion).

I’m not going to tell you what keywords you should be using on your landing pages of your websites, but I will say that if you are close to the campus of University of Michigan, you sure as hell better mention that because Google will find that a lot more relevant than a sparkling pool.  Highlighting your city name, neighborhood name, landmarks, points of interest, major roads and freeways, public transportation, shopping and entertainment in the area is the way to define your community and for many of our communities are the true amenities prospects seek.  It’s not sexy, but those of us who are creative and savvy will find a way to make it work and boost our search engine results.

Our Guest Post today comes from Jennifer Kennedy, Technology and Operations Specialist at Property Counselors Management Group in Fort Myers, Fl. Jennifer, thank you so much for sharing your thoughts and getting the conversation going. This is Jennifer’s second Guest Blog with us, her first post, Does Increased Web Traffic Draw Increased Sales had lots of comments!

Get Out the Measuring Stick

A few years back industry leaders were conveying the importance for properties to have a website and online presence.  This is when our team at PCMG decided to move forward with each property having its own website for current and future residents.   After the initial launch, we saw a significant increase in traffic.

However, it is far too easy to create the websites and then just set them on the shelf.   Are the photos currently on your site from the fun and exciting resident function you had last week or last year?   We have come to realize that it is critical to keep updating content and evaluating website performance.   We just completed revamping our entire company website, which is quite an undertaking that requires resources constantly allocated to website content and improvement.

Now that the websites are launched and the content updated, it is time to get out the measuring stick.  The primary purpose for a property website is to generate traffic and secure leases.  In order to properly evaluate these goals, standard metrics need to be in place.  We currently measure our website conversions for unique visitors that lead to an online guest card or a phone call to the property.    As a portfolio, websites are converting 5% of new visitors to an online guest cards and 4% converting to a phone call resulting in a 9% total conversion.

The most important part of measuring is that our efforts are producing new leases.   Portfolio results consistently show that any property that converts 10% of its new visitors has seen a boost in occupancy with most averaging a 3% increase.

There is nothing I would like to see more from our industry than coming to a consensus on how to measure website performance with benchmarks that we can gauge our results against. What measuring stick are you using to evaluate your property website performance?

A Guest Post from HiveFire Marketing; Taariq Lewis

B2B Social Media; Senior Marketing Executives Want Control

While participating at the Online Marketing Conference, I heard a few comments from a few very hard-working working eMarketing managers.  These managers commented on their company’s leadership view of the growing importance of Social Media for their businesses.   In their view, most senior executives still don’t understand the need for all this focus on Social Media.  Sure, some bosses are willing to devote a little time and budget, but senior marketing executives see lots of fads in their lengthy careers.

Thus, the brave eMarketing Managers, whom they employ, are usually pioneers, risking their careers, to launch and integrate Social Media plans into their corporate marketing efforts.  Not only do they have the smallest budgets, but they usually have the highest ROI proof requirements.  I am guilty of chuckling at the true story of one eMarketing Manager sneaking their company’s credit card to make a Social Media tool purchase.  They were only able to keep their job after showing the ROI on the tool!

It’s my view that senior marketing executives in large companies clearly understand and see progress in Social Media.  This is old news.  Many of the leading social media marketing technology companies have covered it here and elsewhere.  However, the problem, from my perspective, is one of control.  Who controls Social Media in the organization?  Does it fall under Corporate Marketing or Marketing Communications?  If Social Media ROI doesn’t deliver, as promised, who’s responsible, the eMarketing Manager or her boss?  Finally, if an eMarketing or Social Media Manager positively impacts revenue growth, how does the firm properly reward that individual and encourage the rest of the organization to support that success?

Social Media Marketing is not easy.  It’s not non-technical and it requires increasing understanding of analytics, software, and rapidly evolving Internet technology.  Although there’s sufficient education for eMarketers through organizations such as Online Marketing Institute, where’s the educational opportunity for Senior Marketing executives?  How will they learn about Social Media so that they can feel empowered to move their marketing organization, with confidence, in this rapidly emerging and highly effective direction?
In the absence of more education, tools must suffice and these tools need to get easier and give Senior Marketing executives more control and easier participation in Social Media marketing activities.  Information automation tools and social media dashboards are a start.  However, there’s more that can be done and I’d like to see more conversations around other possible solutions.  Unless our senior executives are encouraged to participate in B2B social media, we’ll miss out on their insights and support for this new customer engagement channel.

If you operate a business, you have a much higher interest in Results than those who do not. Absent Results, the business doesn’t make money and will soon fail. As a business owner, you get to make as many mistakes as you have available capital to fund those miscues. There are a thousand and one clamoring social media marketers with lots of theory, and some of those ideas are good, some not so much. Here at Digital Sherpa, we like to test things, and see what works and what doesn’t. We think that gives our clients an edge when expanding their Digital Footprint. We also like to focus on driving business leads, which is the reason to advertise.

One thing we have learned from our own businesses we manage is that when our Digital Footprint expands, our web traffic increases. There is a direct correlation to increased web traffic verses actual, physical traffic, meaning customers in the door. At the end of the day, that IS the result we are all looking for, more traffic in the door, which increases our opportunity to sell more stuff to more people.

Your Business Blog Is Not a Company Brochure

When first starting a blog it is easy to get hung up on all of the details. Notwithstanding, details are important, but we often see clients getting stuck on certain details of the blog that have little to no overall value to what the goal of your business blog should be, which is to sell more stuff. Your business blog does provide an excellent opportunity for Inbound Marketing, which is really no more than providing content that your prospective customer, and customer base find interesting and useful. While it can be about your product, it typically is not.

The good folks over at Hub Spot continue to provide us with excellent case studies on the effects and results to your business when you apply inbound marketing.

Are you sitting on data that might be interesting to others?

Inbound marketing rests on the assumption that people seek out and want to consume remarkable content.  PR, historically, has been about getting a message, remarkable or not, in front of an audience.

Inbound marketing and its opposite outbound marketing have various meanings depending on the context.

Inbound marketing is a style of marketing that focuses on getting found by customers. This sense is related to relationship marketing and Seth Godin’s idea of permission marketing. David Meerman Scott recommends that marketers “earn their way in” (via publishing helpful information on a blog etc.) in contrast to outbound marketing where they used to have to “buy, beg, or bug their way in” (via paid advertisements, issuing press releases in the hope they get picked up by the trade press, or paying commissioned sales people, respectively).

Hub Spot said it well;

If you think your company doesn’t lend itself to creating interesting content, you may be mistaken.  Companies across various industries are blogging, reporting and creating remarkable content that matters to their target market.  Why?  Because it drives traffic and generates qualified leads.

What are some stories that your customers may find helpful or useful, we would love to hear about what is working, and what hasn’t worked so well.

Are you in love with on line tactics, such as facebook and twitter, but are wondering why you only have a handful of followers or fans? It is all the rage today to be a part of this craze we call Social Media Marketing, but if you are just talking to yourself, there is no net effect for your business. Said differently, being on facebook and twitter alone has little to no value to your small business unless you are engaging with your community of interest.

What Do I Say or Post

Social Media is outreach on steroids. it is a way for folks to share things of interest with other like friends and associations. Social Media Marketing can be an excellent way to expand your customer base. Master aligning content with your core customer base, and become a source conduit via the various social platforms within your Circle of Influence.

Be a Curator of Content That You Are Experiencing

Dan McCarthy summed it up nicley on a recent comment he left on his blog

The distribution challenge — how do I get the content I want to share out into my social graph as easily as possible — is a technology-standards issue. For Facebook et al to leverage value out of their audience, they need techniques to keep their audience as organized as possible. Ergo, a walled garden of a certain degree. As a marketer or a media player, you want to assess each potential distribution channel in terms of the scale that you can aggregate and the results that you get from distributing content. The equation would be something like: (Size of social graph on platform/click-thrus)+(Redistribution of links)+(Inbound link recognition by Google)=Weighted value of audience.

The broad debate across the social media community about “original” versus “repurposed” content defines the content question in a way that is too confrontational, I think. A good example is the Good Reads summary of things that struck me that I do on this blog. I’ve been fascinated by the volume of upstream click-thru’s I’m driving with those posts. People are reading them and clicking through to the articles that I’m highlighting.

I’m acting as a curator of content that I’m experiencing. I’m applying an editorial filter on that content, and in each summary providing some context for why I think the post is interesting. The blog post itself isn’t strictly original, but it is definitely presenting a point of view that some number of my readers find useful.

That’s the role of curation, and every brand can benefit from it. For instance, imagine posting once a week on your Urbane apartments blog about new reviews of restaurants in the surrounding area. The reviews can come from any number of sources, and you pick out the ones that you think would be the most interesting to your Community. That’s curated content. It’s not original. But it is incredibly useful.

A few  things that Robert  Scoble expects from Steve Jobs Apple presentation today, differnt form Steve Ballmer’s recent pitch

The use cases I’ll be watching for are:

1. Classroom. Steve will tomorrow show off a textbook of the future. One where there isn’t just text and photos like in the textbooks that I grew up in, but ones where there’s augmented reality. Where 3D objects, maps, and videos pop off the page ready to be interacted with by the user. A company named Metaio has already shipped a book that does this, but Steve Jobs will bring these capabilities to the masses.

2. The Couch. TV is about to radically change. Imagine sitting on a couch, looking at a new virtual TV guide like the very cool Clicker, seeing a cool video on YouTube, then flinging that video up to your big screen. Or, let’s say you are watching what your few hundred Facebook and Twitter friends are sharing tomorrow morning from the Apple keynote in real time and you point at one of the videos to play it. Using a service like Redux you can already do that tonight! No need to wait for Apple to show it off, but Steve Jobs will make this integrated media experience cooler and easy for non-geeks to do. Tonight look at Boxee, it has been shipping for months what Apple will bring to the masses with the new tablet.

3. The car. Yeah, you can’t text in the front seat of the car in California, but come on, if you had an always connected slate wouldn’t you find a way to mount that to read Tweets to you like Buzzvoice does, or show you a Google Map, or use Waze to report traffic conditions to others. But put the tablet in the back seat, and it becomes an entertainment device for the kids. I already see how valuable that is. This is where Jobs will bring out a few new games that will let tablet owners play against each other, so my kids in my car could play against friends in their cars on a long road trip, or on the way to school, etc.

4. The coffee shop. OK, most humans still love visiting their local coffee shop, checking in on Foursquare, and then sitting down with a magazine or a newspaper. But watch as Jobs makes those things come alive and do stuff that a Kindle just can’t do. Videos, augmented reality again, games, graphics that move and flow, charts that show up-to-the-minute info from Skygrid, which already is way better than any financial newspaper printed on dead trees.

5. The airport/airplane. I flew in a rich guy’s private plane a few weeks back. What did he have in the cockpit? An Amazon Kindle. No, not to read newspapers or Tweet or anything stupid like that. He had all the airport charts loaded on his Kindle. But, he showed me how weather maps use color and he wasn’t able to display those on the Kindle. OK, OK, there aren’t enough rich guys in the world for that use case to matter, but what about those of us who sit back in coach? Well, how about showing off how Tripit will help you find a better seat when you buy your ticket, or how it’ll warn you if your plane is running late, etc? Yeah, not to mention that watching a movie on a Tablet will be a lot more comfortable than watching it on a laptop, and there’s lots of game scenarios, etc, that would be fun to see him demo here.

6. Healthcare. Tablets make a HUGE amount of sense in healthcare. Remember Epocrates, the iPhone app that Steve Jobs’ own health team helped influence? Now imagine they came out on stage and showed off their new version which has much better integration with your entire health chart.

A proven strategy for Moving the Google Needle is Consistent Content, which starts with a Content Strategy Plan. Dan McCarthy in his post titled A Case Study in Building Google Juice lays out how consistent posting, with relevant copy can and will  serve up some of that famed Google Juice.

Dan points  out some flawed thinking surrounding the Google Juice and Internet Marketing debate;

Say the words “Google Juice” and people are likely to nod their head knowingly. Getting Google Juice is a dark art, easy to understand and hard to execute. People hear Google Juice and they think, Page 1..

These conversations are flawed. Google Juice is an ongoing by-product of a consistent content strategy that connects with a specific audience. As my colleague Todd Dubnerpoints out, when you try to game Google, you end up gaming yourself. But when you try to serve a market with consistent content, even with a marketing emphasis, you’ll accrue a natural level of Google Juice that will differentiate you from the market.

Content Strategy

Valerie Maltoni, over at Conversation Agent lays out a the importance of a Content Strategy.

Static and often stale Web sites have been in dire need of evolution for a long time. Content formats shared in social media and networks suit the way we evaluate, talk, and socialize our decisions about products and services better, at this stage.

Although we all know that it’s still very early days. We’re trying to retrofit how we think and organize our knowledge, recombining and building on information, as well as out humanness, in a medium that has a long way to go on mapping to either one. Content comes close, but only when it’s activated with engagement.

Just like TV didn’t kill radio, the company Web site still plays an important role in the digital marketing mix. Razorfish highlighted the importance of Web content to provide experiences in their 2008 FEED report.

Instead of building a site around an organization chart, which in many ways mirrors the company’s hierarchy, we should build the context around customer needs in two areas of browsing:

(1) search – for answers
(2) sharing – of stories

These two desires and functions are the bread and butter of blogs, where more recent, or shared trump content win. Plus, blogs help with the relationship thing in ways that Web sites don’t – by humanizing the interaction with your company through conversation and relationship building.

Blogs Are the Cornerstone of  Your Digital Footprint

As both Valerie and Dan point out, a company blog is an excellent tool to Expand Your Digital Footprint, and create Google Juice. While your individual approach for your business may differ, the fundamentals are mostly the same.

Think about this, most companies create a web site, and then sort of forget about it. That doesn’t work for Google, as they are scouring the web for fresh content regularly. A blog, which is just another web site allows you to easily update content easily.

We would love to here what is working for you, and what may have been a challenge,