Tell me something

Tell me something

I am regularly surprised by the ease of communication on Facebook  and I am wondering how it changes the way we communicate with one another. Our daughter Lina, who will turn 19, not only claims that she knows every single one of her 973 facebook friends well, but that she also has made Facebook her main communication tool. Setting up events, reaching out to friends, inviting everybody to the next  high school Volleyball home game etc., facebook is her tool of choice. “Email takes too long and is more about facts,” she says. “If I wanted to exchange facts, I’d text.” Lina would start facebook conversations with something like: “Tell me something” or “RAWWR” – and still get quite a bit of responses! I found this mind-boggling. When talking with her about it, it dawned on me that her statements confirmed what we found when looking at car-owner- to-service-advisor communication. Lina said that people she hangs out with people who know what ‘RAWWR’ means,  and they respond within a few minutes with similar ‘interesting’ statements. Since they have developed rapport * already, they express their feelings in a kind of secret language, and are mostly interested in pinging their friends and exchanging ‘feel-good’ statements, or simply waiting for the other to say something exciting. Next time your talk to your  Service Advisor or customer, start with “RAWR” and see what happens. Just kidding. But what is striking to me is that this underlying rapport facilitates all kinds of conversations. Building trust with each other, being on the same wave length, sharing challenges and joyful moments – these all develop strong...
Do you need a Mobile Website?

Do you need a Mobile Website?

Using smartphones and tablets to search for local businesses has become a wide spread habit and is going to increase, because it is highly convenient. Due to the much smaller available space on especially smartphones easy navigation becomes key for a great user experience. Lets look at a typical website, which has not been optimized ye

Have Search Results Become Unpredictable?

Have Search Results Become Unpredictable?

Ron Haugen (the author of the great movie clip about finding a Saturn repair shop) and I had a chat about Google plus and its repercussions on search results. Over the course of the conversation the following questions emerged, and we thought questions and answers might be worth sharing. Here they come: 1. Word out there is that if you do not have a Google + account, your business’ search engine ranking will suffer. Is this a valid concern ? Absolutely valid, and if you don’t buy at least Ads worth $500 per month with Google, you won’t have any chance getting on even page #2 in Google search. I am just messing with you and I am sorry, but the temptation to mock fear based sales tactics is so high I couldn’t resist. Lets get as accurate as I can: Your business search rankings won’t suffer if you don’t have a Google Plus account.  What you should consider though: If you can engage your prospective and existing customers in a meaningful conversation online, share valuable content they are interested in on Google Plus and earn ‘+1’ clicks in return, Google will consider your ‘social ranking’ as one of many parameters in determining your search ranking. In other words, having an account alone doesn’t help much – you need to use it to engage in a meaningful online conversation with your customers. It does make sense, doesn’t it? Just like real life, the more people talk with and about you, the more attention by searching motorists you deserve. 2. Is it possible that Google users will see different search engine results when logged in...
Reviews Featured on Your Website Are ALL on Google!

Reviews Featured on Your Website Are ALL on Google!

Reviews assist in getting potentially new customers to trust you. You knew that already. Dominance on Google page#1 assists new customers finding you. You knew that as well. Do you know how effective these can be when combined? See the image below. And did I mention that Google picks up your review stats off your website and ours to show it to prospective customers (blue arrows in picture above)? See for yourself above OR type your business name in Google and enjoy (assuming we designed and manage your website, of course). Uwe...
Success Metrics You Shouldn’t Overlook

Success Metrics You Shouldn’t Overlook

I have been asked by shop owners and industry experts alike, how it would be possible to make Google rankings and reviews tangible. So tangible that a decision to invest in SEO, a website, review collection etc. can be justified and tailored to the shop’s needs. Before I do that, lets have a look at why Google is so important. Just follow the trend comparing Yellow Pages and Google Maps as search items in the image below between 2004 and today. Do I need to say more about why Google search should not be overlooked for local businesses?   Now let’s set the baseline for a realistic look at the power of Google Search. Although not an easy task, since trillions of factors influence the numbers – which influence you as local business owner – I was looking over our stats and zeroed in on a virtual area, representing “most likely town”. In “most likely town” live approximately 60,000 people driving 20,000 vehicles every day to work. The commuter traffic in and out of town is balanced out, the median household income is about $50k and the age profile looks as shown below. There is a healthy portion of 25-55 year olds, but also some college students, all of who use the internet regularly.   Second, I took the number of our search database for similar towns and selected a few shops, where we measure website traffic, appointment requests through the shops’ websites, and track phone numbers. I determined how websites and business listings, which are not highly ranked stack up against well optimized websites, and I compared those...
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