The agency-client relationship is a fragile thing. Like any relationship, the best is brought out when both parties understand what they can do to bring out the best in the other party. With that in mind, here are some tips that will help search engine optimization (SEO) agencies and their clients have more harmonious relationships.
- Listen to your agency, and follow their expertise. Ask questions, but, when in doubt, trust. If you can't trust them, you shouldn't pay them.
- Get involved. Most clients wouldn't tell a traditional agency "We want a television campaign. Do what you want to make it good. Run it wherever you want, and spend however much you want to get it done." The same goes for SEO. Just like many other forms of marketing, SEO campaigns require that the client is engaged in the process from start to finish.
- Focus on the objectives. The goal of SEO isn't to rank for certain terms, or even to drive traffic. The goal is to make companies more successful through improved visibility. For most clients that means an increase in sales, but for many it may mean something different such as brand awareness or thought leadership. If you don't define success before you start, losing sight of the real goal is all too easy.
- Communicate. Your clients will trust you more and give you better feedback. Better communication is also the only way to rid SEO of the cloud of mystery that many clients perceive to hang over it .
- Respect your client. Whether you disagree about certain objectives and tactics, or if you are just having a hard time communicating, remember that they are the ones paying you. Remember the dentist who lectured you on oral hygiene or the insurance agent on safe driving? Haven't you ever thought, wait, I'm paying you. There's a place for educating the client, just remember to do it in a way that makes them glad to hear from you.
- Do your research. If you don't understand your client inside and out, how can you be successful? You may be able to make technical recommendations without understanding their industry, but when you start getting creative with content and off-the-page strategies, you'll be lost in the dark.
These are just a few of the things that agencies and their clients can do to help each other. I've written them specifically with SEO in mind, but many of them can be adjusted to fit a variety of services that agencies provide. What do you think? What are some of the best ways clients and agencies can have more harmonious and effective relationships?
picture courtesy of Danny Hammontree
Whenever a new technology rolls around, people try to answer two important questions:
- Why should I use this?
- How should I use this?
The problem with this second question is that it buys into the idea that there is only one right way to use any technology. Instead of asking "How should I use this?" try asking "How can I use this?". It's easy to be comfortable implementing tactics and strategies made safe by others, but conformity often comes at the price of success. It's good to listen to industry experts, to take their opinions and weigh them against the data, but ultimately we have to be willing to blaze our own trails.
Dell's most talked about Twitter account, among the many they have, offers discounts exclusively to the people following Dell on Twitter. This strategy captures the essence of Twitter's ability to drive sales. If you're looking for case studies on how to make money from Twitter, this should be one of your first stops. But, while there may be others following in Dell's footsteps, there are also plenty of people who don't think Twitter is made for such direct marketing tactics.
Some people think that Twitter is all about customer service, and for those people Comcast's service account serves as a paradigm to be followed. Frank Eliason has done an excellent job running the account in a way that is genuinely human, courteous, and customer focused. Since starting their social media initiative, Comcast has seen a large upturn in customer feedback and positive discussion associated with the brand. As a pioneer of the industry, Comcast has shown that there is a place for personal engagement and individual attention on Twitter.
Dell and Comcast are both excellent examples of how to use Twitter, but neither of the approaches mentioned above is a good solution for every company. There is no recipe for success that will automatically generate results from your social media campaign. To say that Twitter should only be used for customer service, or for driving sales, or even at all, is to limit our thinking to uncreative formulas. It gives us an easy stance to get behind and a mantra we can chant, but it leaves us with little credibility as marketers.
There's only one right way to use Twitter: the way that works for you. Whether that means helping customers, building awareness, or driving sales, as long as Twitter is helping you accomplish your goals, then you're doing just fine.
Word of mouth is a force to be reckoned with, but it isn't a new force. People have always talked about the products they use. The tweeting, chatting, e-mailing, and all-around instantaneous forms of communication, that's new, and it has brought our attention back to the power of word of mouth, and consequently the power of designing products that get talked about. If companies do a better job creating products that are valuable and remarkable, will that render advertising useless? It depends on what you mean by advertising, but paying for a place in media will remain far from useless.
While changes in the business landscape may render traditional advertising less valuable, there are other ways that companies pay to be seen. For example, the work that fills and surrounds websites revolves around the need for companies to change perceptions, build brands, and drive sales. While interactive marketing is often less disruptive than a thirty second tv spot, it's nevertheless paid for. The user may not see it as advertising, but when they find a brand on Google it's because of SEO (or PPC). When they get a message from a brand on Facebook, it's from someone who is getting paid to send those messages. When a user reads content on a brand website, that content is written with marketing objectives in mind.
Ultimately, the question is: what is advertising? If you mean the thirty second television spot and radio ads, it may be dead. It's cheaper to build a good product and let people talk about it than spend your way to market share with these types of advertisements. But, if you mean paying to change perceptions, to get attention, and to drive sales, well, that isn't going anywhere.
Google is not always the first to market with some of its products, in fact it usually isn't, but it's getting good at mastering the products and services it goes after. Sidewiki is the next product that Google hopes to turn to gold. By allowing web visitors to contribute to any webpage, Sidewiki pushes the envelope of the social web. It isn't a new concept, plugins have been around for years that do the exact same thing (Wikalong, for example), the difference is that this one is backed by Google.
What does this mean for users? Well, how many times have you found the answers to your questions about a topic in the comments of blog posts, instead of the posts themselves? Many authors are disconnected from their audience, but comments give the visitors a chance to have conversations that dig down to the answers. Sidewiki brings these conversations out of the blogosphere onto the entire web. Sidewiki is going to be a great opportunity to leave your footprint on all the interesting websites you visit.
What does this mean for your business? For one, its another outpost you need to be aware of. An outpost, as defined by Chris Brogan, refers to those social sites you might consider maintaining a presence with. People are going to have the ability to comment on your website -- they'll post questions, say positive things, and negative things. It's important to be aware of this, and more important to play an active role in the conversation. Contribute positive insight on other industry websites and people will begin to pay attention to you, follow you back to your profile on Google and eventually to your home base such as your corporate website or blog. This personal branding can pay off for your business as well by drawing attention to both you, and your company.
Yesterday, I learned an odd fact. Traffic signs have very little effect on driver behavior. According to the book "Traffic: Why We Drive the Way We Do (and What It Says About Us)", streets and cities that have taken the drastic step of removing all traffic signs, often see a reduction in crashes.
People drive more carefully when a road feels more dangerous. They automatically respond to the natural visual cues in their surroundings and adjust their behavior accordingly. They ask themselves, is this they type of road I can drive fast on, or is this the type of road where I have to drive carefully?
This is the reason narrow streets with trees crowded along the edges are often safer than wide streets with large clearing zones on each side. Common sense would say, less trees means fewer potential things to collide with. But, the reality is: the scary trees lining the side of the road act as a crash deterrent. The trees are far more effective than a "35 mph Speed Limit" sign. Traffic signs are nothing but artificial cues that try to compensate for a road environment that doesn't effectively tell people how to behave.
Interactive designers can learn from this lesson. Human behavior often ignores artificial cues. Just telling someone to "Click Here," isn't enough to spur them to action. Most of the time these artificial cues are ignored entirely (just like the signs that say "Slow Down: Children Playing"). Instead, websites should be designed with natural cues.
A well integrated call-to-action, engaging motion graphics, or a startling design element can provide natural clues to what a user should do next. They're built it into the environment, not patched on top of it, and that's the way they should be.
Users ignore most banner ads because they feel like banner ads. They're ugly, distracting and feel artificial. They're unrelated to the website experience at hand. The mind blocks them out and instead responds to other items on the page. If interactive designers really want to get people's attention, they need to create natural cues, not artificial ones.