So we are heading into September, month nine of the year. How is your Digital Marketing Strategy working? Are you achieving the desired result you were hoping for? Absent a solid  strategy, that blends and integrates your overall marketing plan for your business, measurement doesn’t mean much. But what if you do have a plan, but have drifted off the mark, now what?

Digital Channels perform Differently by Business Vertical

The good folks over at Hub Spot recently released a report titled On Line Marketing Opportunity Report. There are some great nuggets of information that may shed some light on ways to increase your On Line Marketing yield, and fast track the Digital Highway.

You have finite resources and nearly infinite possible online marketing channels. Where should your company put its marketing dollars and effort to work? Do you wonder if it is worth the effort to start a Twitter account or a Facebook page? Are you having trouble going beyond basic search engine optimization (SEO)? It can be difficult to know if it is worth the time and money to expand the online marketing for your business and even tougher to figure out where the conversation is happening.

Where are Folks Fishing

We have bantered about Fish Where the Fish Are, but where is that really. There may be a better leverage point for your Social Media Program than your current tack. As an example, according to the Hub Spot report, if you are in the real estate business, over 50% of your program shroud be aimed at Search Engines, 30% aimed at a Blog and 20% aimed at Social Media. So, if your resource allocation is not consistent with these numbers, you may want to make a shift.

When the topic of Digital Marketing comes up, people gravitate toward facebook and twitter, and while those platforms serve well to some business verticals, they may not be the best place for your marketing resources.

Blogs and Search Engines

The good news for Real Estate folks are that Blogs and Search Engines play well together. The company blog should be the cornerstone of your digital marketing plan, and with well crafted copy, can serve as a catalyst for enhanced SEO (Search Engine Optimization)

With that, perhaps a better question is, How is your Business Blogging going? That’s what we do here at Digital Sherpa, and we can help you and your business get on the Digital Highway to greater leads, increased web traffic and an overall enhanced Digital Footprint.

If you would like to discuss how Digital Sherpa can help your business get started on a digital marketing plan, heres how you can contact us, We look forward to chatting,

You can find Eric on twitter or ebrown@nci.com

You can find Adam on twitter or ajapko@nci.com

Build a Local and Relevant Following

One of the many questions that surface from our clients as they begin to think about launching a Social Media Strategy for their business is targeted traffic and followers. A local design studio in Kansas City isn’t interested in twitter followers and blog readers from Birmingham, Alabama. And while building a strong twitter following and blog readership isn’t a perfect science, there are many tools, coupled with a little guerrilla marketing that can greatly enhance the overall quality of your digital footprint.

Business is About the Numbers

Business success is and has always been about the numbers, or said differently, results. Growing the size of your digital footprint doesn’t happen without a plan to do so. Can you get some general organic growth, yes, but likely only a trickle without a consistent aggregation method. There are also specific phases of an integrated digital marketing life cycle. We believe that the cornerstone your social media marketing plan is your business blog. As we begin to populate your business blog with quality, relevant posts we also reach out to local folks in the digital space that may have interest in becoming contributors

Where Are They Hiding

There are an array of tools in your digital toolbox to help sharpen your hunting skills. One such tool we use is the search function in tweetdeck to ferret out local, relevant followers and blog contributors. For example, we have an apartment client in downtown Chicago, Left Bank at K Station Apartments that we have created a custom sherpa digital marketing program for. We have launched a life style blog, Left Bank Life to help them drive traffic and rental leads to their web site. We set up search categories for “West Loop”, “Fulton River District” and several other local search strings. When you Fish Where the Fish Are, you catch fish, and we have a series of Guest Bloggers lined up.

Locals Expand Your Digital Footprint

The newspapers used local news and happenings effectively. Local people and stories get talked about. Not only do local folks help you expand your reach, they also bring into the mix their own following, which quickly begins to expand. While not everyone you come across will be suitable writers, many are and they love to tell and share their story. But with that, they also begin to tell your story, as your brand gets talked about. That is how buzz gets started, people talking about your brand, which is why social media works.

Let us help tell your story

With over a thousand digital sherpa clients in several different verticals, we are helping brands and businesses share their story, and expand their digital footprint. We can get people talking, by getting people talking.

If you would like to discuss how NCI can help your business get started on a social media marketing plan, heres how you can contact us, We look forward to chatting,

You can find Eric on twitter or ebrown@nci.com

You can find Adam on twitter or ajapko@nci.com

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?

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.

Good Morning, A few random thoughts of Digital Footprint and Digital Reach

We are pretty excited here at Digital Sherpa as we organize the final details to launch a series of Lab Experiments, for the purpose of helping our clients Expand Their Digital Footprint. It will be a fun time as we drill down into the whys and why not of engagement, metrics, what is meaningful to measure and what isn’t.

In thinking about this, different clients will have different things that are important to them to achieve through their marketing initiatives. Social Media touches a lot of different marketing points across your company.

eMarkter summed it up well in their post titled How Social Media Can Work Across Multiple Parts of Your Business

If you accept that your company needs to be involved in social media—as most marketers do—then it’s important to figure out where social media fits within your organization.

Tempting as it might be to compartmentalize social media, most companies find that it gets assimilated into various functional teams, including marketing and communications, sales, customer service, human resources, IT and executive management. Firms from Ford Motor Co. to Dunkin’ Donuts to Hewlett-Packard describe social media as a cross-organizational discipline that touches a wide range of functions.

What is Your Digital Reach

The ways and means at which Social Media Outreach works is nothing less than fascinating. We have started to track and log most everything we are doing here in the Digital Sherpa Laboratory, starting with our own personal blogs, twitter feeds, facebook profiles and fan pages, blog traffic, web traffic, blog comments and so forth. Some of the stuff likely doesn’t matter, but what really struck me was the significance of Expanding Your Digital Footprint, or put another way, Your Digital Reach.

Shelf Life

The advent of all of the tools allow such a rapid expansion of marketing outreach. But what these tools, platforms and venues also allow is  Infinite Shelf Life. Unlike traditional marketing, the effects of a given marketing campaign had a shelf life equal to or a bit longer than the length of the campaign itself.

In the digital world, your content is out there forever.

So What Does That Mean

Start by Getting in the Game. Your Digital Reach will not expand by itself. Folks say that followers don’t matter, and there is truth in that, sort of. What matters is the engagement level of your Circle of Influence. If you are adding value to your Circle of Influence, your business will drive more leads.

We would love to hear about ways in which you have extended your Digital Footprint, and what your challenges and successes were,

Corralling facebook fans can be a tough sled. All of our facebook in boxes are inundated with fan page requests, most of which are ignored. Search the web and there are dozens of “How To” guides on the topic

Mashable penned a 5 Elements of a Successful Facebook Fan Page

For many companies a Facebook fan page is an integral part of their social media campaign. But, what elements help fan pages build up large followings and what can brands do to emulate the success of others? I’ve put together a list of specific elements that I believe have helped create fan pages with large, engaged, followings.

As we grow our Digital Sherpa Brand and our Turn Key Social Media Product, one of the things we are constantly doing is trying experiments, some of which may seem small, some that don’t work, and some that have an impact to results.

Experimenting With Facebook Fan Page Growth

So we started our Digital Sherpa Facebook Fan Page about 30-45 days ago. Our first exercise was to do like most folks do, which is to invite your friends from our personal profiles, which netted about (350) fans. Next two weeks, hardly nothing, fan adds completely stalled for the next couple of weeks.

Time for Something New

Sometimes to my demise, I am an action oriented guy, and while that doesn’t always work, some of our best discoveries have been from twisting and turning when things aren’t working. So, for the last two weeks, we have been adding three to five articles of interest, our own morning reads to the Digital Sherpa Fan Page, and I have tweeted the article, but linked to the Digital Sherpa Fan Page. The hope was that our Community of Interest found value in the shared, filtered article, and also became a Digital Sherpa fan.

I am a big believer in “borrowing ideas”. Dan McCrthy has blogged about how his blog traffic has increased from his recent, regular Good Reads posting, which is a similar idea on “sharing”

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.

Here are Our Two Week Results,

We have added a little over (200) facebook Fans in two weeks. Not bad, and that is helping us move from the staled position. That tact may not work to get us to (5,000) fans, but it has moved the needle for now. I liken this to one of our angles as to how to grow blog followers, is by leaving thoughtful comments on like other blog posts. The point is this is, we are filtering and sharing what we find with our Community of Interest.

So we will keep you posted. What has worked for you in adding Facebook Fan Page fans?

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.