Bees or flies? – Part 2

Time for a little bit of shameless self-promotion…

The original post dates back to June or so. This letter was printed in the September of issue of CRM Magazine (online: www.DestinationCRM.com). Unfortunately, CRM did not post the letters of the September issue on their web site. As you know, they have done so in the past. (Wink, wink. Nudge, nudge.)

Beautiful article by Associate Editor Jessica Tsai (“Search Engineering”, July 2009, http://sn.im/0709tsai). Search engine optimization (SEO), search engine marketing (SEM), and online marketing in general continue to be hot topics. The theory is, why chase customers when they can find you? Yes, when done right, it can work quite well.

Ms. Tsai does the subject matter justice, with a thorough (even fantasic) overview of SEO. There are a few things I’d like to add to her efforts, however, that I believe will help the CRM masses.

1) The design and user experience (UX) of the site itself is critical. While not part of SEO, per se, there is a very important connection: There’s no point in driving traffic to a visually unpleasing and/or dysfunctional web site. Guests will judge a book by its cover, and if they don’t like what they see or how it works they will bounce. In order to fully benefit from SEO (i.e., inviting guests over), we believe more companies should first focus on cleaning up the house.

2) The article focuses on the value of a web site “homepage”, but the current approach is that there is no such thing as a homepage anymore. Since search engines will drop a person into any page of a site, it’s not safe to assume the homepage will be the point of entry. The relationship can start anywhere, so plan accordingly.

3) One essential factor that’s too often overlooked — click fraud in paid search (PPC) — appears in one of the article’s sidebars (“Bad and Ugly SEO”): “Some reports indicate that one-third of clicks on paid search are fraudulent — the result of developers creating bots to click on competitions’ ads, raising those competitors’ costs.”

Even with Google’s much-vaunted AdWords/AdSense, some estimates put the click-fraud rate above 15 percent. Either figure represents a pretty significant amout of waste to not be aware of — especially for anyone new to pay-per-click advertising. Yes, search engines say they prevent it but the general belief is to the contrary.

So we’d like to add a caveat to the feature story: SEO/SEM is not a panacea. It will not make up for a visually dated web design or a marginal user experience. Nor will it fix a shaky business model, poor customer service, or a second-rate product or service. SEO/SEM is merely a way to attract customers.

Mark Simchock
Chief Alchemist
Alchemy United

Your vision . Our passion . Success realized

We feel honored to be validated (again) by another respected authority. This time it is CRM magazine.

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