Archive for category SEM
Inbound Marketing for SMEs
Posted by Volker in Marketing, SEM, cb consulting, social media on 27/11/2009
I wrote a lot about inbound marketingg before. Mainly for start ups and SMEs in London.
Most of the stuff is applied from the gurus in the field: the guys from Hubspot!
As part of my consulting offer, I offer advice for SMEs on how to effectively use social media, search marketing and “inbound marketing” as a tool to succeed in their business ventures. A strategy I am using at work too. Whilst I won’t take this mainstream and will always look into being full time employed with my main job.
Here is the latest slideshare presentation on inbound marketing I put together:
Have a great weekend.
Volker
Local Social Summit London
Posted by Volker in SEM, social media on 04/11/2009
Hello,
Yesterday I spent all day at the Local Social Summit 2009 in London. What a fantastic event with good input and many new thoughts.
One of the mayor discussions around local social was how you can integrate local and social in real time. Real time because everyone is speaking about Twitter and its real time search at the moment. However, we concluded that most SMEs don’t necessarily tap into the potential of social media channels such as Twitter and Facebook. Mobile Marketing would have been a good solution for local businesses as I mentioned in my business idea posts a few weeks ago.
However, the problem I see is the attempt of integrating three factors into one for local search:
a) Local Search – this is important and there are a few very good portals that allow for local advertisers to be found and promote their services online. I believe a figure that was mentioned is around £5bn advertisement budget amongst all SMEs. Hence definitely a huge untapped potential. Google could encourage the use of Adwords but so far little local shops have tried to integrate paid search.
b) Social Media – the use of Twitter, Facebook, blogs or forums for local businesses is not as common, and most business owners do not think digital yet in order to promote their services. Hence it is a slow process to get your local butcher to tweet about the latest fresh sausages that are made or having a fan page on Facebook. But it will come. I see the use of Mobile Marketing much stronger, to advertise for instance the latest offers directly to the consumer whilst s/he is in town. How good would it be to get a short message or a tweet to your phone saying “offers at pub end of High Street, 2 for 1″?
c) Real Time – trying to integrate real time into local search is complicated and comes back to the factors of availability and whether it makes sense. Whilst it might be available due to Twitter and other social sites, I don’t really see a need in putting real time search on the high street. The only network I would like to tap into in real time are my friends who I am connected to via my Facebook or Tweets anyway. Or I can install a location based service on my phone that tells me where my friends currently are. But do I really need a real time search locally? I don’t think so.
So wrapping up, I think the focus for local companies should be around local search, being found in the directories, search engines and also to make noise on local business portals and in various digital channels, foremost mobile and then maybe a local Facebook site. But the key really is to engage with the locals when they are out and about. That is where local mobile search is coming in.
My two cents
Let me know what you think!
Multilingual Search Marketing
Posted by Volker in SEM, social media on 02/11/2009
As most of you know I have a background in multilingual or international search marketing with speaking engagements at mayor conferences, e.g. SMX, SES and Internetworld. However, since changing jobs I noticed that multilingual search doesn’t seem to be much of a rocket science as most countries in the Western World are dominated by Google and its algorithm, and the Eastern World has a few search engines you need to watch out for, e.g. Yandex in Russia, Baidu in China, and Naver in Korea.
However, the key to make international search marketing successful is the use of native speakers for the tasks of SEO and PPC, such as keyword research, link building, campaign set up, landing page optimisation etc. Of course it is debatable whether doing that in-house or with satellite office is more successful, but that is a question of business models and objectives and should not be discussed.
Being bi-lingual one of my interests is how to deal with cultural differences and language differences. Teaching my son German whilst speaking to my wife in English is a challenge on its own. Even Eric Schmidt from Google said that in five years time the majority of the web will be “non English”, the web will be dominated by Chinese-language and social media content. That just shows the significance of international and multilingual search marketing.
One of the new developments are the International Domain Names. This does not refer to names in Western characters we are used to but the revelation is that you find domain names in Arabic, Japanese, Chinese, and dozens of other non-Latin languages.
The BBC had an opinion on the multilingual side of the web too, particularly with the Internet having its 40th anniversary. They say that the international domain structure has been worked on since the mid 90s.
What implications would that have for us in the UK or us in search? I believe this will not make a huge difference, however the run for the keyword rich domains in other languages and characters will start now. People will apply the knowledge to different languages, as they have in the past, with more freedom to integrate their language in the URL structure, domain names etc. I believe it is a huge step forward, giving the web an international presence as it should have.
Not only will the web be more complex in five years, taking in consideration the growth it is going through at the moment, but with the adoption to languages, and that includes the instant translation on Google Wave, or translation of websites, we will get closer to our human neighbours in the East, West, North and South. So the Internet becomes a connection tool, and with being a connection tool, one big social network…..
The world wide web is your oyster, or something like that.
Mobile Industry Count
On Gary’s blog I also found the Mobile Industry count. Wow! This is hot stuff.
Will this year be the year of mobile – finally? Think we spoke about it for years!
The future of search
Posted by Volker in SEM, cb consulting, social media on 22/06/2009
In an interview the other day I was asked about the future of search. Biased working on multilingual search at the moment, I decided to opt for the answer of “instant translated search results”, e.g. you type in a search term in English and they offer you results in different languages that are instantly translated. Saw this instant translation tool at Google Wave and was very impressed.
But what has happened lately in the search world? We are all familiar with Universal Search or Blended Search where the search engines blend results from blogs, pictures, news etc. Good example are politicians, e.g. Barack Obama. I spoke about that at SES Hamburg in 2008.

If you are logged in with your “Google Account” your personal preferences will be taken into consideration, and dependent where on the globe you are and which index you access, you get different results. The one above is for UK only. So is personal search, the search results tailored to your preferences, the future? If so, the Internet would become a creation around your preferences rather than you changing the Internet around you. Or it gives you enough possibilities to personalise your web too and only the search results and of course the advertisement will be tailored to your life. The Digital Britain report touches on behavioural targeting and suggest it will be playing a big role in the future of online advertising.
What about Bing, did MSN’s new search engine changed anything? Google published a video pointing out that they are a “decision engine” too.
Google, according to Mashable, gets a bit scared and takes Bing quite serious. Search Engine Land comments on the “threat” too.
You remember the launch of Cuil last year. They didn’t take any market share off Google. However, if you think about it, then Bing might not want to take market share of Google (as yet) but position itself with a more relevant search engine than the msn.live to overtake Yahoo! and then take on Google in the long run. The relevancy is important and the way results are shown. Again, if that is combined with personalised search, Bing could become a winner and take on Google – but I suggest we don’t really see any shift towards Bing for another year or so. But, with launching Bing, Microsoft did go back to the battle field and the more competition there is for search engines, the better it is for our industry.
Anyhow, see Bing’s advertisement here and keep an eye out on whether they will take on Google or not.
Wolfram Alpha didn’t make the news as much and it is a search engine focusing on results and facts. If you search for “Barack Obama” you get his life facts. If you click on “search the web” you end up at Google. So this reminds me more of a Wikipedia search. However, clearly an interesting step in the world of search and how we might change our way of using search engines in the future.

What is left to look at if we need to decide on the future of search? Maybe Twitter. I wrote about it a lot already, so the instant search which twitter offers and now shows up in Google results too, is definitely something to watch. Local search and search depending on your position, e.g. mobile GPS location, could be very interesting as well. Data protection might be against it, but definitely an area you want to keep an eye on.
Leaves us with semantic search? The user types in a few words and the search engine interprets what it means. Maybe the future will combine this with some personalised information again too? ClickZ had an interesting example in their article about a NY Sandwich: “Tell any New Yorker you had a sandwich made with rye bread, corned beef, Swiss cheese, sauerkraut, and Russian dressing but can’t remember what it’s called. He’ll tell you it’s a Reuben. But just throwing a few ingredients into a search engine may not get you such a quick or even correct response.” That means you might find recipes or anything you cannot remember the name off by putting in the “ingredients” or words you know about the “thing” you are looking for and out comes the answer. Very interesting and the Semantic Technology Conference is definitely a place to go over the next few years.
By the way, I found a great deli bar in NY whilst searching for the above
So, how do we best summarise the future of search?
The semantic search still seems to be in its infancy. However, the personalised search combined with localised search could be a winner, data protection allowing of course. And if Bing will take on Google or if we will find more vertical search engines rather than blended search results in Google and Bing shall be seen. If Yahoo! stands a chance and if Yahoo! and Bing can take on Google shall be seen also. My suggestion is that we won’t see much of a shift towards alternatives away from Google for a while, however we should not anticipate that search engines like Bing will take on Google in the long run, combining some or all of the technologies above. However, Google won’t sit still either, so the future is wide open.
And, instant translation, will get the world closer together – if it is relevant to the results shall be seen
BT (British Telecom) – customer service
Posted by Volker in SEM, cb consulting, customer service, social media on 19/06/2009
I keep getting into the habit of writing about customer service. Particularly in relationship with Twitter.
Also, I have a love-hate relationship with BT (British Telecom). About 2 1/2 years ago when we moved into a new flat they drove me nuts. It took me a week to convince their help desk that they don’t need to do a line check every time I call and that there is a problem with the exchange. They eventually agreed to send out an engineer and fixed the problem after 10 days. I got so mad at them that I wrote a letter to the CEO which resulted in the head of customer service apologizing about the incident, and me getting 3 months free broadband as a compensation.
Now, why am I still with BT? Two reasons. One is that my wife likes to keep the land line number. Secondly, it is convenient to have them as they have a good connection, e.g. I hardly ever in the last 5 years had problems connecting to the internet. I believe 2 times in 5 years. That is a very good track record.
After the incident 2 1/2 years ago I decided not to sign for another 12 months in case I want to swap to Virgin for their quicker glass fibre optic broadband. But then I did sign another 12 months just recently because I thought I never going to change to another provider and they offered me some savings
I fell for the old sales trick!
What I noticed lately, particularly reading about BT’s throttling broadband speed. Of course they speak about doubling the speed and introducing glass fibre optic technology too. Anyhow, because we have such a slow speed, e.g. we signed up for up to 8 mb/s, and only receive around 3 mb/s, I complained to them and tweeted about it and said that I am not happy with the slow speed but surprised, due to previous experience, about their speedy response. After my complain via email I had a technician on the phone within 2 hours! And he unfortunately admitted that if it is slower than 2.5 mb/s I should call them. However, that is not the reason I signed up for 8 mb/s but I know there is no way to argue about it. Maybe Virgin after all?

Above the replies from Twitter. BT started following me, commenting and offering more help and support. I find that very good and very essential. Actually, this is what the post is about.
Any good brand nowadays needs to adopt to search/social media to follow up what is said about their brand online. With BT for instance, you need to monitor “BT” on Twitter. Go to the search function and search for BT, you will quickly see how much work they have to do and how many people write about “BT” not meaning the company.
Just thought this is a great case study on how well BT is doing, or brands in general, in adopting social media and monitoring as well as engaging with clients. It is more and more essential for brands to engage with clients where they are.
Twitter results in Google
Posted by Volker in SEM, cb consulting, social media on 16/06/2009
Wow, I am impressed. Maybe I missed an announcement over the last few days but Google now includes Twitter search results in their search – at least for their Google Alerts.

Telemarketing – does it still work?
Posted by Volker in Marketing, SEM, cb consulting, job on 21/05/2009
By now most people should know a few things about me. I am keen on Marketing, particular Inbound Marketing, and you might not know that I started my career in telemarketing.
A few months back I needed less convincing to use telemarketing and cold calling. I thought, if there is a company out there that fits the niche for my company’s service, then a call to them will work. And, it does. However, it is not as effective as getting this person to find you.
On Linkedina group of Business Development guys discussed telemarketing and particularly cold calling. My comment was: “I have done cold calling for many years but think it proves less and less effective. Ideally you focus on inbound marketing to generate leads. Prospects are funneled through to you and find you online (SEO, PPC, Blogs, Social Media) and if you have the right USP, they will fill in a contact form. Once that is done, you call them. I would almost call that a “luke warm” contact
Because the prospect did the first step and you already know that they know you. From there it is much easier to introduce yourself.
Having said all that, for some goods cold calling will still work and becomes a numbers game. Simple example is a washing machine. Everyone needs one, and everyone wants one. There is a saturation in the market but if you call 100 households, I am sure you can sell at least 1 washing machine.”
So, we are looking at several cases here. Cold calling for B2C and B2B and then for products that are niche and products that are common. From my point of view, like the washing machine example, if you have a commonly available product and cold call B2B or B2C, you will eventually win new clients. It is a numbers game.
If you are B2B and you have a niche product people will find you anyway, particularly if you are using inbound marketing and optimise your site with SEO. However, if you are somewhere in the middle, a combination can work. Don’t call it “cold calling” but “telemarketing”. Start a survey and ask people “is that a service you could be interested in?” – get their “opt-in” to send them further information, get them curious about what you have to say.
Once you made them curious, then you got them to search for a keyword you can push in your email, something easy to optmise for and with little competition. You push a keyword that people will connect to your product and services. This is a great SEO tip too
So, to summarise, I still believe that telemarketing and telesales can be useful if it is used as a qualifying tool after the initial contact has been made through a trade show, a contact form or other means of marketing. Used mainly for inbound and “luke warm” outbound calls, as part of a strong inbound marketing mix, telemarketing is a good tool for companies.
And, for anyone who ever worked in telemarketing, it is a great way of starting your sales career. You never have any hesitation to pick up the phone – even if the president was on the other side of the line
Social Media Summit
Good morning
I am just back from our International Search Summit focusing on Social Media. And, I have to say, it was a great event.
I don’t really have to say that but thought that WebCertain put on a great summit with high calibre speakers. Let me re-cap:
Anne Kennedy from Beyond Ink discussed Facebook once again. She highlighted some key facts and shows that Facebook is a global player for social media. However, do not forget there are some other local networks out there that take on market share and are bigger than Facebook. More about that later. Anne’s research is great and I had ongoing discussions with her afterwards on how to use Facebook with applications and then roll them out worldwide.
Jenny Simpson spoke about Opportunities and Threats for Marketers through Twitter. She had a rather critical view on what Twitter is all about and how it can be used. I remember my first Twitter recap back in January. I understand why people like it, and I add new followers everyday. However, it could just be another hype and, as Jenny pointed out, do not put all your eggs in one basket, do not ONLY rely on Twitter. Surely the advantage is that Twitter offers real time search results and that people recommend things. And, if they are genuine, you get a new engagement with your clients (as a brand) and you are able to turn negative feedback into customer service and positive branding.
The 2nd part of the Summit was about Opportunities for Bebo and AOL. It was a nice presentation to show how to integrate different products. Unfortunately, I didn’t take too much out of it. However, Regina Bustamante of Plaxo spoke about the right localisation and translation, the adoption of local culture to grow an international network. Plaxo is catching up on that and for a small company they have made a huge progress on their internationalisation efforts. I believe we will see more from them in the future. I have been using Plaxo for over 5 years and have to say that I might not see it so much as a social network (definition social network?) but more of “backup tool for my outlook”. However, a very very useful tool.
Peter Crosby fromViadeo spoke about the approach they are taking. As a French company they created local networks in major countries: Germany, France, Spain, Italy, UK, Mexico, India….and they are growing. Connect on a local level is their idea, and I was encouraged to sign up for their network. We shall see, if I do – I will let you know what I think. Any incentives Peter
Unfortunately I missed the panel debate but what followed in the afternoon was very interesting, particular for bloggers.
Vasco Sommer-Nunes from Mokono, maybe better known for their blog.xy sites, e.g. Blogs in Germany, he pointed out how to monetise blogging. Followed by Sante who spoke about international blogging and later Massimo Burgio who spoke about Social Media Marketing and Blogging.
Highlights, from my point of view were Alex Burmaster’s presentation on the key trends of riding the wave of social networking! Coming from Nielsen he presented data that was just amazing. You can download some reports on their website and I will posts links as I get them. However, one fact stuck out to me and that was that more and more older people, age 60+ are joining Facebook in the US. That means we will have a similar pattern in the UK soon, then across Europe. Brands should start thinking on how to cater for these demographics and start building applications. We already discussed first ideas!
Then there was Tom Smith from Trendstream. His presentation can be found on Slideshare already. He spoke about the International Social Media Trends, warning about neglecting the amount of Chinese people in local networks that by far growing quicker than Facebook. So our Western answers on Facebook might not be able to be applied to the Asian Market. Similar things are true for Russia. So it is not all about Facebook (sorry Anne
) but for brands a lot about “where to I find my target demographics in which country” – and the Chinese platform seems to make a profit too.
Oscar Carreras spoke about what I would call “Inbound Marketing“. However, his Social Media Optimisation and his knowledge of SEO paired of the understanding on how to utilise social networks as well as using them to engage with your clients was very fascinating. His blog on International SEO picks up on these topics too.
Last but not least was Martin Belam from the Guardian. Whilst there is a hot discussion on how publishers and newspapers can or cannot survive with more and more content being available for free, he pointed out ways on how to use social media to drive traffic to your site. Again, I believe that the overall topic of driving traffic is great but what do we do with the traffic once it is on our site?
The overall summary for me is that we have our networks we use in the Western World, namely Plaxo, Linkedin, Facebook etc. and that we seem to neglect some international networks which we shouldn’t. Also, we see Twitter as a great way of broadcasting news and company information. Again, we drive traffic to our site but the conversion and the monetization of the traffic is still something we need to solve. As so often in the online world: we have the data, but we are not quite sure how to use it.
Stay tuned.
International Search Summit Oslo (4)
The last block of the International Search Summit in Oslo is on its way.
Yet another great case study presented by Pontus Kristiansson, Avail Intelligence: European landscape – Behavioral Merchandising and On Site Optimisation. I asked Pontus earlier what they are doing and, in a nutshell, he explained that they analyse the search behaviour and from that data Avail makes sure that the “product pictures” shown on e-commerce sites are relevant to the user. And, therefore, they increase the conversion rate for their clients.

Wow, this is great. This goes beyond testing what Divolution spoke about at our International Search Summit in London 2008. So now we cannot only test your site on which frames and boxes convert best for your target audience, you can also determine which pictures in the box that converts best will increase the conversion on top of the design. I hope that makes sense?!

Now, does SEO, PPC, e-commerce etc. work – Andy Atkins-Krueger of WebCertain now speaks about Tracking – An Overview of the importance of synchronised tracking and how search patterns are different in different regions. He also introduces WebCertain’s newest product Global Central, the only tracking tool that compares “apples with apples” for various campaigns in various countries, and shows all those results in ONE screen.
Tracking is still very important to see your visitors journey, your conversion rate, the bounce rate etc. – all your KPIs need to be measured and analysed to ensure you are doing the right thing to rectify any campaigns towards achieving your ROI.
Before the round up, Jørgen Brunborg-Næss of Synlighet speaks about Airline – Tracking challenges and KPI differences in a multinational campaign.
Jørgen has worked with clients such as Norwegian (airline), VG.no (newspaper) and Gooba (auction). His presentation focuses on “Norwegian Air Shuttle” for whom Synlighet manages the PPC campaign. Really, the key summaries are:
- acknowledge that each market has its own characteristics
- build a common campaign structure that allows you to easily transfer learning from one market to another
- measure, report and compare on details
Summarising the event, host John Brenne and Andy Atkins-Krueger round up the well organised and well presented day. Real life case studies on SEO and PPC, international campaigns and tracking. Which factors to consider for international search marketing and ways of converting visitors into customers.
Another great event for the search marketing industry is over. Not long until WebCertain opens its doors for the International Search Marketing Summit focusing on International Social Media Campaigns and Developments in the British Library in London.
Bookmark our site, www.internationalsearchsummit.com, and register today to join our event on the 14th of May 2009 with an incredible early bird price of only £345.
Also, feel free to register for WebCertain’s newsletter Secrets.
I will go to the networking event now, having a glass of vino to round up the day and discuss search marketing issues … before heading back to London shortly.
Have a good weekend everyone.
















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