‘Three Steps to Resolving Complaints’ – Campbell’s IMS Newsletter

Read Michael Campbell’s latest ‘Internet Marketing Secrets’ newsletter article titled “Three Steps to Resolving Complaints”. [Newsletter Reprint]

Michael Campbell’s latest ‘Internet Marketing Secrets’ newsletter is reprinted here.

Internet Marketing Secrets

In this Issue: Three steps to resolving customer complaints. Making work seem like fun. The best way to stay on top of all the AdSense changes. The top eight search engines. And a very useful “psychic” domain name tool.

Plus, due to popular demand, all of my audio downloads are back. How to shut off Google’s personalized search and secure your data. PDF changes to Open Standard. Yahoo PPC tips… and a lot more in this edition of IMS.

Internet Marketing News

CIR & REV Audio are Back Online

They’re back! After a long absence and much anticipated return, the accompanying audio files for Revenge of the Mininet and Clickin’ it Rich are back online. Sorry for the delay folks. And try not to hit the server all at once 😉

If you are experiencing slow download times, or if you’re not in a rush, please make a sticky note as a reminder, and try downloading the audio files at a later time. Thank you to MaxNetHosting.com for providing the server and bandwidth. They are – without a doubt – my favorite hosting company.

Here’s the download goodies page: => http://www.InternetMarketingSecrets.com/downloads/

But remember, there’s no rush to download. The files are there to stay… and I’ll keep reminding you about them. 🙂

Psst! Do you want to help me out, in exchange for all these goodies? Want me to create even more? Then link to the page above from your website. What should your link say? Take a look at the headline on the page and snip anything from it. Thank you for your support.

Psychic Whois…

Start by slowly typing a keyword into the box, and it uses predictive entry to guess what you’re typing. It shows at a glance if the domain name is available or not. Red means taken, green means available.

This auto completion of domain name look-ups is much faster than using a registrar to search for names. It also shows names that are related to your root keyword that you may not have thought of otherwise.

Take it for a spin and have some fun while searching for domain names. But I must warn you, it’s highly addictive.

Psychic Whois ==> http://www.psychicwhois.com

More AdSense Changes

The best way to know what’s going on with AdSense is to get a direct feed from Google. You don’t have to rely on marketers… afterall, where do you think they get THEIR news from? They subscribe to the Google AdSense Blog:

http://groups.google.com/group/Inside-AdSense?hl=en

Just recently Google increased the payout amounts, for referring to them, both advertisers and publishers. Now they’ll be paying out up to 40% of the first 100 dollars and offering sweet bonus incentives as well.

Once you join the group, you can choose the schedule and type of post summary that you would like to receive via email. I highly recommend that you start getting Google’s “Inside AdSense” on a daily basis. You’ll get the news that affects your business as it happens.

PDF to Become Open Standard

Adobe announced that the full PDF (Portable Document Format) 1.7 specification would become an open standard. Rumor has it, that it was in response to pressure from the Open Document Format (ODF), and Microsoft’s new XML Paper Specification which is included with Windows Vista.

Personally, I think it’s a really good thing, as it will help standardize all the PDF Creator and Reader apps that are on the market.

If you were considering getting the full version of Acrobat to create and edit PDF files, you may want to wait. Now that PDF is becoming open standard, there could be dozens, if not hundreds of PDF apps popping up in the next few months.

New Yahoo PPC Goes Live

Yahoo has long promised to make its PPC service more Googlier. To make it more user friendly and easy to use. This week they finally launched the new service code named Panama.

One thing that makes it more Googlier, is that it’s no longer just bid price that gets top spot. They’ve added a “quality score” algo into the mix, so that the quality ads will get positioned higher.

The factors that go into a quality ad and landing page combo are nearly identical to Google’s. So if you’ve been writing ads for AdWords, the same rules apply.

One thing to watch for though, is that ad optimization is automatically set “ON” within your account so that better performing ads (based on click-through rate) are served more frequently. You’ll want to shut this feature OFF while split testing your ads, so it doesn’t skew your test results.

Bottom line though… is anyone going to use it? With Yahoo’s search share below 25% would the last one to use it, please shut off the light. 😉

All kidding aside, the big three Google, Yahoo and MSN account for nearly all search. Tinker toys search wannabe’s like Ask are way down the list, getting just 2.1%.

We need all the competition in search that we can get. But with Google buying up talent and filing patents and light speed, it’s only going to get harder and harder to create a unique startup and compete with them.

Good luck Yahoo… you’ll need it. I hope your Panama turns out to be your canal to higher profits and a better search engine experience for all of us.

Top Eight Search Engines

According to Nielson / NetRatings, here are the numbers for December 2006.

Google – 50.8% Yahoo – 23.6% Windows Live – 8.4% AOL Search – 6.1% My Way – 2.4% ASK – 2.1% Earthlink Search 0.5% Dogpile – 0.5%

Now you know why people obsess over getting top rankings at Google. Either organic or PPC, will lead to a lot of traffic.

Google Search History

If you set up a new Google account for AdWords, Gmail or AdSense, the search history is turned on by default. You’ll need to uncheck the tiny box at the bottom to prevent you from getting “more personalized experience and recommendations.”

If you already have an account and are logged in, you can turn on the personalized search by clicking near the bottom of the results page, where it says, “Get the search results most relevant to you. Enable Personalized Search.” (Note that you must be logged into your account for this to take effect.)

Whether you choose to use search history or not is up to you. But do be aware that they are collecting data on you every time you use it. (Remember the AOL leak last year?)

If you think the Search History feature would help you personally, go ahead and use it. If you have sensitive client data, or have been researching that new job, or looking for a new spouse… it’s probably better to shut it off. Click the link in your search history that says “Pause” and then click Remove Items.

Internet Marketing Search Engine FAQs

When Work Seems Like Fun

Question: “”I really enjoyed your newsletter about building a 200 page website in just 30 minutes per day. In your example you went to Yahoo and found the topic Health and Fitness, with subtopics yoga, pilates, treadmills, heart rate monitors and other gear.

My question is… does the website incorporate all of these subtopics, with a few articles in each? Or do you create a separate website for each subtopic? I would be very grateful if you could provide a bit more information on the structure of the site.

Also, which affiliate companies have you become associated with, particularly within the fitness equipment niche?””

Answer: I would structure the site similar to the one I wrote about, in the Keyword Marketing Report. The white paper contains just about everything you’ll need to know about Keyword Marketing, the fundamentals of SEO, and getting organic search traffic to your site.

Download the Reports: http://www.InternetMarketingSecrets.com/downloads/

In the report that you refer to – The 200 Page Challenge – the style of the site is often called an Authority Site. So yes, it would have all the subtopics on a single site. We’re attempting to build a “favored source” that has the most dependable and trustworthy content on the topic.

So any quality content relating to health and fitness is fair game. Each subtopic could have its own subdirectory or subdomain on the server. How you organize the content, is up to you.

But it depends on which type of model or path that you choose. An authority site is pretty easy. It’s just one domain name, on a topic that you enjoy, that you add content to, on a regular basis.

You could – with a little more work – expand each subtopic on its own site, and link them together in a mininet, just like the linking strategies in Revenge of the Mininet. The sites are small and quick to set up. The downside is multiple hosting accounts to keep track of.

Either way will work. Either way is work. But if you enjoy the topic and the process, it will seem like fun instead.

Who’s affiliate programs do I promote? Well… as you can well imagine, I don’t like to invite direct competition into my niche. The companies I partner with are secret. It takes time to develop the relationship.

We start as anonymous affiliates but over time develop loyalties and relationships, which means larger than average commissions and unique opportunities not offered to the public.

The best advice on finding good companies to partner with, is detailed in Clickin it Rich. In this latest version, you’ll find out how to choose products and services to sell. The top 10 secrets to making the sale. How to become a super affiliate. And eight habits every super affiliate must learn.

Get Clickin’ it Rich, The 200 Page Challenge, The Keyword Marketing Report and other goodies here: http://www.InternetMarketingSecrets.com/downloads/

Clickin’ it Rich 4.0 is a free downloadable ebook. It’s only 60 pages, and you can read it in an afternoon. But the knowledge you’ll gain from it, and the other bonuses like the Action Plan, will last you a lifetime. And all of a sudden, your work will seem a lot more fun.

Three Steps to Resolving Complaints

Listen to this… an unhappy customer just phoned. You don’t want them to lose them. So what can you do??? Ask and then listen.

Ask, “What happened?” At this point the customer may rant a bit. It’s ok. Let them go on. Let them know you are listening, by saying that’s terrible, or what rotten luck.

Don’t blame yourself or your organization, unless you were clearly at fault. Don’t be sorry. Sorry is a state of being. It’s a a penitent expression that reeks of incompetence. So it’s way better to say “thank you” any time you feel inclined to say sorry to a customer.

You could say thank you for letting me know about this. It’s ok to say you apologize, if you want to express regret for someone’s actions, or think it would help the situation. An apology is simply an acknowledgment of a offense or failure. You don’t dwell on it.

Ask, “What should have happened?” At this point, the customer will tell you what’s missing. They’ll tell you the difference between what was promised and what they got.

Repeat what they said in their own words. Repeat “what should have happened” back to the customer. Let them know that you heard them, and that you understand what they expected.

Ask, “What can we do, to make this right?” This question is designed to try and save the sale. To make an attempt at satisfying the customer.

The customer may demand a refund or exchange. Give it to them without question. They might want free shipping. Give it to them anyways as a bonus.

Sometimes you might need to ship a new item, before the old one gets returned. Tell them what you are going to do for them. Tell them that you trust them to return the broken or defective item.

Thank them for their business. Tell them you look forward to serving them again. Send them the replacement item and include a hand written note, card, gift certificate, or little bonus item, that they weren’t expecting.

Three little questions… What happened? What should have happened? And what can we do, to make this right? …will resolve complaints and lead to satisfied customers.

And chances are… if you listen without interrupting, smile and remain friendly throughout the conversation, you’ll have gained positive word of mouth advertising, and a loyal customer for life.

That’s it for this issue my friend. Thank you for reading. We’ll chat again soon. Until then, here’s wishing you all the best for online success.

Michael Campbell

P.S.

You can get even more FAQs, important news and helpful articles on the Internet Marketing Secrets (IMS) Blog.

IMS Blog ==> http://homepage.mac.com/dmcorp/index.html
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Legal stuff…

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The information contained in this newsletter is the opinion of the author based on his personal observations and years of experience. Neither the author or publisher assume any liability whatsoever for the use of or inability to use any or all of the information contained in this publication. Use this information at your own risk.

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Michael Campbell

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