Stop Trying To Cheat Google

Burning CashIt amazes me how many people spend energy and time trying to find workarounds to getting found or a sale rather than doing the hard work characteristic of those that truly pay the price. It’s almost like watching someone who is a cheat that would be better off getting a job. The latter would provide better and more predictable revenue.

Maybe there’s some other psychological kickback that comes from trying to cheat Google. However, here are the problems I see:

  • Google is smarter. They have paid millions for their talent. They are extremely talented and insightful.
  • Google is always changing. Their algorithms continually change, especially to thwart cheaters.
  • Google is in control. They control what search results come up based on criteria in their algorithms.
  • Google can create consequences for you. You may find it even more difficult to get found.

If you insist on looking for workarounds or paying some SEO company for so-called optimization, then your work could not only be wasted, but your future efforts may be harder.

Here is the way we look at getting found online when billions of searches are occurring for goods, services and information:

  • Build information assets. There is a compound interest effect if you have a volume of information. It lives and persists online forever. It is an asset. Adwords and pay-per-click are fleeting. You get a click and pay a lot of dollars. You still don’t have an asset.
  • Create valuable content. It is not good if people land on your pages and find your content worthless. The foundation for truly getting found is around having something real and valuable to share.
  • Join the conversation. There are conversations online in legitimate places. Other authors, social media and sites can endorse you as legitimate thereby creating valuable equity for your online assets.
  • Continually innovate. Thinking that someone will set up your SEO and you are done is naive. You have to be committed to being continually relevant and current. This requires innovation. It is today’s business. It’s not very different than seeing a bricks-and-mortar business and their continual maintenance and innovation. If they stop growing, they are opening the doors for failure.

The truth is that you have to be smart, hard-working and substantive. It’s honest and fair. Google rewards such behaviors as you can see from your own searching and consumption. Avoid the gimmicks. Pay the price and do the hard work of being truly valuable.

What do you think?

Innovation Is Marketing Success

InnovationAt the core of our business, we are innovators. We do not seek to rest on our laurels and successes. Each success we experience is ultimately a building block. If we continued with marketing strategies from five years ago, much less even a year ago, then we would be on the path to obsolescence.

We have seen our share of businesses that fade out because they have not adapted to the extreme change and speed of the marketplace. I have seen the fortunes of small business owners change overnight because old channels of marketing and ways of selling no longer worked. They were living in the past.

One of the things we do at AscendWorks is continually question how to improve our service offerings. It keeps us pushing the boundaries. Here are some ways our process works, which may help you in your own businesses:

  • Technology evaluation. We see new marketing technologies continually. We push and prod on the merits and fit for our clients. Just because something is out there does not warrant attention or application. We like to test and get feedback quickly.
  • Results. When we apply a technology, we build strategy and process around it. We are looking for a signal to the noise. We want results. When we don’t see it, we iterate quickly until we find the signal.
  • Focus. We say, “No,” more than we accept the latest fad. We are always looking to cut out steps to streamline processes for our clients and make things easier. Every new item that is bolted on has a management cost associated with it. We would rather work with fewer items and refine them to perfection than throw a bunch of things against a wall to see what happens.
  • Knowledge Sharing. Our team reads, studies and writes. We share and look for innovation wherever we can find it. We like using Google+, our internal project management systems and collaboration tools to push on new ideas, strategies and technologies.

We used to be able to depend on the status quo. That was in an analog world where things moved slow and dependably. The exciting part of the digital revolution is that change is continual and the unimaginative and entrenched are exposed continually. Many old stalwarts and industries are overturned quickly.

Security is not going to be in finding a right answer. It is going to lie in talent and acumen to how things change and applying them quickly.

Perhaps you are looking for ideas because the old is not working. What do you think?

The Buy Now Myth

We all dream of that ideal customer. We get a phone call and they want to spend thousands of dollars with us. They pull out their credit card within five minutes and we are friends for life. It is happily ever after.

Of course, this may exist for heart surgeons and transmission specialists. They are in the buy now business. Statistics support their business. When something breaks, people call and pay quick.

For everyone else, buyers have several luxuries:

  • Time. There is a timeframe that is not today. It is likely a distribution curve across your prospective buyers. Few are ready now. Most are ready in a few months.
  • Choice. You are one mouse click away from irrelevance. Google search has opened up the world for buyers to find an alternative and springboard off of your site, information and pricing. Choice allows for comparison and commoditization.
  • Referrals. Social media has opened up the playing field for what others think. Portal sites allow buyers to see ratings of their choices before they proceed. We use opinions on sites like Facebook, Ebay and Yelp. Opinions and referrals build confidence or tell us to beware. We take these into account when everyone looks the same.
  • Price Comparison. Our mobile devices can tell us if we can get it cheaper somewhere else while out shopping. We can hit Amazon to see if it’s cheaper. It’s all easy and convenient.

When we buy, there is little friction for us to get information and educate ourselves. It helps us with the buy later process we are accustomed to. We can turn it into a process.

Now, if you could just stop selling and help people buy, you might work with their process by:

  • Being different. Don’t blend in. Stop hoping to be picked and pick yourself. Push forth your differentiators and lead. Proclaim your leadership in your category.
  • Having credibility. If you know more about your industry than the average customer, then lead them. Package your knowledge and give much value way up front. Build trust and make your name mean something.
  • Building systems. If buying is done all day then you need a system to support what people are naturally looking for and doing. If you have a better, more intentional system, then you can court strangers and make friends. It goes beyond just making a pretty Facebook page just because everyone else is doing it.

The game is in the buying and assuming that everyone is buying later. It means suppressing the urge to sell and push the buy now agenda. Attract and nurture your buyers and help them trust you and pick you. You will be living in today’s reality instead of yesterday’s myths.

How can you apply this for your business?

3 Important Ingredients For Salesforce Adoption

Our Salesforce.com consulting work with teams continually reveals more challenge in the adoption of a well-designed system than in the actual customization of the system.  Aligning people who have become accustomed to their way of doing things with disparate tools or ad hoc methods requires a focus on the art of change management.  Here are three pieces to the puzzle for success which must be part of your adoption strategy.

Identify A Strong Internal Champion

By nature, insiders have more vested in the outcomes of a new system than outsiders.  Furthermore, there are numerous cultural issues which every organization has.  Culture is the glue which allows for getting things done in a complex environment.  It is a great asset.

You must have a strong champion that aligns with the organization and knows how to influence for change.  Furthermore, the champion is the one that must master Salesforce.com with the processes built into the organization’s implementation.  They have to be technical and business minded to overcome objections and communicate benefits.  Their guidance becomes important for how fast and how much to change during the course of training, support and requirements gathering.

Develop A Mantra Which Sticks

Mantras are powerful shorthand for focusing action.  A mantra sticks in the minds of people.  Instructions and authoritarian policies on the other hand create resistance and do not connect emotionally.

Our mantra with users is, “If it’s not in Salesforce.com, it did not happen!”  Salesforce.com is not a magic bullet in and of itself to solve business process issues.  It is the culture and habits of the team using Salesforce.com.  Thus, capturing every task, communication and field item creates the inherent value to the organization.  Without commitment to the system, it becomes nothing more than a glorified database.    Ensure your organization has a mantra which can be stated between people at meetings and at the water cooler easily.  It helps drive enthusiasm and adoption.

Create A Support Outlet

There should be a framework for how a business process is executed in the Salesforce.com implementation and customization.  However, there are always specific scenarios that need answers quickly and precisely for users.  Forward momentum needs to be maintained and a great way to do this is to provide a responsive support process.  This can be done with FAQ’s via a wiki, Salesforce.com Case management, or a variety of integrated tools which help to build a knowledge base.

Over time, facilitate knowledge sharing by pointing users continually to this resource and have them self-moderate.  This helps the organization to own the system they are vested in.

Salesforce.com Adoption Is A Challenging Road

We are creatures of habit.  If a person is determined not to change, there is little any person can do to thwart such a strong position of resistance.  Users want to have easier ways of doing things.  A well-designed system should provide the context for work to get done faster and more productively.  The adoption phase should focus on helping with the emotional resistance to change.  Strong leadership, a focused mantra and responsive support are three ingredients to drive success.

Feel free to comment on areas you have seen in change management and how you have seen these in action below.

The Reality Of Inbound Marketing In 2012

Buying Or SellingIt is a new year and old school sales may have a few holdouts in some slower industries. However, the concept of interrupting people and pushing unsolicited sales messages is fast fading. Look at the bookstores and note the literature. You will not find hit books on how to cold-call better or mass mail with advertising. Those were popular topics ten years ago. However, inbound marketing is the norm now. People do not want to be sold, but they love to buy.

Your marketing strategy will either evolve to keep in step with your industry, or you will become less relevant. As you are looking at the new year, get rid of the gimmicks. Commit to building something that will grow your brand. It is hard work and discipline if you are coming from old ways of doing things. But here is today’s reality:

  • Buyers know how to filter out spam. Your billboard, junk mail, cold call, email blast and social media blitz is disruptive and damages your brand. Don’t be known as a spammer.
  • Buying starts with value first. Before you get contacted, you are being researched. The internet has allowed for self-service around our value offerings. Be valuable and provide the answers to what a buyer is asking. Be the authority. Build trust. Watch your phone ring. It is about preparing for success.
  • Winning is a process of failure. You have to try things and see whether there is interest. Leads will develop from engagement with your content and value proposition. You have to test, analyze, refine and work harder than everyone else. Doing so increases your chances of success, not necessarily guaranteeing it.
  • Buying later is the norm. Unless there is high pain for the buyer, they are not going to buy now. They will find you when there is a need. Then they will study before they decide to connect with you. Nurture the relationship gently and keep providing relevant answers along the way and you may get a chance to engage. It is about being ready and helping someone become ready.

Every year, there are tectonic shifts in multiple industries. We all search for what we want. We initiate the buying process and we are looking for value along the way. Inbound marketing is about being there in step with your audience.

What are you going to do to build a true marketing strategy this year? Where do you need help?

Help, My People Are Not Using Salesforce

Salesforce.com can do many things. However, it cannot make people follow process or execute. It is fundamentally a database of information. It can be programmed to trigger logical actions and communications. But it still needs full engagement by your management and your sales team to work inside your business.

If you are finding challenges in user adoption, then focusing on aligning your team around how to use your system and what is expected needs to be an intense focus. Otherwise, your system will have little value to drive forward predictable results.

In our work with organizations that are seeking user alignment with management direction, here are some areas to focus on that can help you achieve higher levels of success:

  • Leadership. Who is the primary leader of your sales, marketing or operations initiative? What is it they want to see? Does your team respect and follow this person? This is the champion and their leadership is critical. Success will rise and fall based on the direction and vision they set. If there is clarity and determination with authority, your chances of success are very high. Anything less can easily create ambiguity and misalignment on your team.
  • Key metrics. What gets measured gets done. It is important to be specific about what constitutes successful metrics. Create reports and dashboards that capture this information in real-time. Make it visible to the rest of the team. In the early days, focusing your lens on activities will drive user behavior. Later, move the key metrics to an emphasis on results as you see behaviors aligning.
  • Culture. There is a way your team works and responds to change. Change management is an art form that needs to be handled delicately and professionally. As you are bringing in change, use culture to reinforce new expectations. Mantras, personal recognition and rewards are great ways to influence culture and behaviors.
  • Great Design. If you overengineer your Salesforce.com system, then users will become frustrated. Make every screen, every data object and every field relevant, simple and easy to use. Think like Apple. Focus on great design to make it a delight to use your system rather than a chore. More is not always better.

There are many other tools and methods which you can apply. Adoption of Salesforce.com is a management issue which can be achieved with careful thought and leadership.

What are the challenges you are seeing with Salesforce in your organization?

Competing On Credibility And Substance

Keeping it Real

Flickr Photo By Georgette

I found Seth Godin’s article on bonus content and multimedia spot on (as usual). The experimentation with using multimedia inside a book has large possibilities. We are enamored with our mobile devices and tablets and their special effects. Seeing bigger budget special effects in movies continues to awe us. However, tampering with the medium of a book and seeking to monetize it with heavy embellishments lacks economic sensibility.

Books are about ideas that change us. At their core, this is what the value proposition is. The lure of using technology and media to augment the book is naturally appealing. However, these can also be toys and distractions without a true return on investment.

Just because we have access to amazing innovation does not mean that it makes our offering more special. It can be distracting, costly and damaging. If you blast the world with spam, post on trivial matters on your Twitter and Facebook and go overboard with Photoshop, you can create more noise than true value.

When I read a book, I want to engage deeply and read the content. I want to learn something.

When buyers engage your brand, they are looking for something beyond hype. They want to know if they can trust you and if you are for real. They want to mitigate risk. Your credibility is critical to establish trust. Substance with style is important. What if you connected by:

  • Saying it simply and plainly?
  • Making it easy to find out what you do?
  • Provide convenience at every touchpoint?
  • Emphasizing what you stand for?
  • Being real?

We are all buyers and we have seen a lot of embellished marketing. There’s a temptation to add on more bells and whistles as they become available. The social media bubble has created a craze for companies. So has email marketing, ghost blogging and YouTube video production. It may be social, but is it building a relationship and trust?

You are one of thousands of choices. Stand out by focusing on the content and substance of your message and value proposition. Let others pollute with the noise and chaos of the latest fad. It is a lasting and working strategy for success.

What are some areas you can focus and get more substantive on?

4 Salesforce Alignment Review Tips

System Review

As the year ends, it is a natural time to review how your mission-critical business systems are working to enable your processes.Salesforce.com typically runs crucial business processes for you and as your team is focused on end of year metrics such as closing business, driving leads or increasing customer loyalty, you can review your system and further refine it for management effectiveness. Here are a few things you might want to consider to help align your team for increased success:

  1. Dashboards and reports. Looking over the past year, eliminate reports and dashboards that are no longer relevant. Ask yourself what metrics have come to matter and customize your system to produce these metrics in real-time. Set your dashboards to capture what you have found to matter. What gets measured gets done, so measure correctly with your increased experience and knowledge.
  2. User performance. Recognize the users that have used your Salesforce.com system the way you envisioned. Completed tasks, closed Opportunities and Lead nurturing are examples of ideal behaviors in Salesforce.com. Present an award and communicate the reasons for your recognition. Your team will come to understand what you value and why. Get concrete to help reinforce what you have been looking for.
  3. Pipeline management. Review the current Opportunities in your pipeline as well as how the data and relationships are captured. Assign tasks to each Opportunity owner to clean up the records or leave comments in Salesforce Chatter to recognize great behavior. Get your pipeline in order to start the next sales cycle with accurate projections and create a review process to ensure your pipeline continues to be true.
  4. Marketing Automation. Focus on building a complete lead record with their digital activities captured in your Lead records in addition to your sales team’s tactical engagement. This will transition your organization to understand how buying is done via the buyer’s process in addition to your sales process. Marketing automation adds far more activity history and open tasks which drives automation in the selling process. It pushes your organization into a modern process for engaging buyers.

The beauty of Salesforce.com is that it is a continual journey of refinement. There is not perfect data. There is continual improvement upon process, culture and data capture. Use the natural business cycles available to you to ensure your system continues to get more robust, drive user adoption and is relevant for management of your business.

How can these points help you increase Salesforce success?

The Buying Season

Buying GiftsIt’s December and buying is a top priority on people’s minds. The emotion of buying far supercedes any forces from selling we might presuppose as marketers and salespeople. The natural cycle of our culture overtakes people’s behaviors during this time of year. If you are positioned well and can help people buy as they are intent on doing, then the opportunities for converting customers is extremely high. The key is understanding why people buy. Here are a few reasons:

  • Emotion. Culture, relationships and expectations are extremely high during the holiday season. Buying is an emotional process. Before a purchase is made, there is an emotional motivation. Tapping into and aligning with your buyer’s emotion is critical for connecting your product or service.
  • Timing. Certain offers are relevant when the timing is right. If you offer a 50% transmission discount when my car’s gears breakdown, you are extremely relevant. Before this, it is noise. Helping me have a relevant answer to gift giving, tax deductions or employee recognition is a timely offer.
  • Creativity. We are bored with the mundane. We buy this throughout the rest of the year. If you can position your offering in a new light that shows creativity and context, it catches attention. Tell a story. Sell the story. Help your buyer imagine a new context. Creativity and imagination can transform otherwise mundane offerings into desirable products.
  • Customization. Something that is specific for a business or a person is much more desirable than a product for the masses. It meets a specific need that feels personal. It’s why seeing your name on a mug or having a product that works specifically for your business is perceived as higher value than the generic version.

As buyers spike in their consumption, be positioned with your value proposition. There is a cyclic window which you can tune into that reaps great rewards for those that understand why people buy.

How can you reposition your offering to connect with buyers?

Marketing Process Not Hyped Outcomes

Hype - for a future blog post

It is all too frequent to witness companies who are caught up in the frenzy of the social bubble. Seth warns about this in his article on social media noise. It’s a good read to hopefully focus people on the substance of connecting and delivering value rather than driving metrics that have nothing to do with revenue.

We preach the gospel of marketing process and systems and our customers that understand this realize that there are not shortcuts. They often learn this after trying all kinds of marketing schemes. Likes, connects, and tweets may be high, but sales are not. It’s a typical story. The problem lies in the fact that marketers miss what buyers actually want and do. It’s about them, not about the buyer, and therein lies the blind spot.

Instead of jumping into the next social fad, consider building something that produces a predictable and repeatable result:

  • Understand your funnel. We do not like being sold. We do buy, however. And when we buy, we walk through a process. If you can understand the distinct steps of a buyer’s process, then you can identify the process of your marketing funnel.
  • Provide value at each step. As a buyer takes a step, ensure there is appropriate value. Make it about them, not you. The right value packaged at the right time enables your process to create a memorable and trust-building experience with prospects.
  • Identify conversion points. There is a right time for selling to begin. Your system should measure and deliver actions for your sales team at the right time. By doing so, a relevant conversation ensues with the buyer.
  • Continually refine. You can manage and change what you can measure. As your process works to service your leads, refine it to increase conversions and deliver increased value.

Outcome thinking is disjointed and without focus. Process thinking is about building something that is personal, relevant and timely. It is harder work, and thus, perhaps why so few pay the brain bill to make it work. If there were a shortcut, everyone would be taking it. The truth is that a good sound process will always deliver above the latest marketing hype.

What are your thoughts? Feel free to comment below.