Wednesday, September 10th, 2008
Photo by LifeHouseDesign
Empathy is the ability to understand the depth of another person’s feelings. Empathy comes through conversation and building relationships. Empathy is something that our parents and grandparents showed us how to feel, relate, respect and love others. It is very important for any business to have Empathy, but it should not be absent from the Online Business.
Absence of Empathy in an Online Business could cause Failure. That statement might seem ridiculous to you, but it is a strong possibility. And, do you know why? Because empathy earns a potential customer’s trust. Without trust you have no customers. Without Customers…. you have no orders.
Of course, there are other reasons why a customer purchases online. Such as…
- Convenience – not having to leave the house
- Ease – Product is shipped right to your door or to someone
else’s door if it a gift.
- Out of the ordinary products – Find products that you couldn’t
easily find locally
But even if an Online Store has the ability to do all three of the above things…. without trust the customer will go elsewhere.
Empathy Builds Trust
Remember, Empathy is the ability to understand the depth of another person’s feelings. Our Local Businesses have been doing this for years…. with Salespeople. The really great salespeople will let you know that he or she cares about what you are going through, the problem that has brought you to their store today, and how they will make sure they make your life easier before you leave their store. If at any point you felt that the store or sales person was untrustworthy or not sincere you would leave. So, his sincerity is extremely important.
The same applies to eCommerce and Online Businesses. But, How do we add empathy into an eCommerce or Online Business? After all, unlike an actual physical place of business an eCommerce business has no face-face contact. How the heck can you hold conversations…. let alone earn their trust through Empathy? How, as an Online Business, do we get customers to realize that we understand them…. that we can relate with what they are going through?
Build a Relationship through Social Media
Social Media is basically online Conversations. These conversations might happen on different mediums, but they happen online. As an Online Business you need to start participating in Social Media activities so that you can build relationships with your potential customers….. so you can build trust.
Let me give you an example of how Social Media can aid in offering Empathy Online…
I’m going to use an example of a desperate mom looking for a colic remedy for her child. If you ever had an infant that suffers from Colic you will know that not only is the baby very uncomfortable, but the baby will express their pain in the form of screaming… screaming that lasts hours. These parents are usually super tired and extremely desperate to find safe and effective help…. quickly!!
Photo by bbaunach
Now, let’s say that this Mom checks online and finds a static website that sells Baby Colic Remedies. If you ever had a baby with colic you know the desperation parents feel to find something that will work…. something that will offer relief to the baby and peace to the parents. But, they also need to trust the vendor to provide a product that they can trust not only to work, but also be safe for their baby. This particular static eCommerce site has very nice pictures of the product, very informative descriptions of what the product does, and a “easy to use” secure online shopping cart. But, the customer still feels unsure whether this particular product is the right one for her baby. She is tired, nervous and she needs to be reassured that this is what she should purchase. She searches for testimonials and she finds them easily on the site, but how does she know these are real testimonials and not false made up ones. She wishes she could speak to a real customer or another mother who went through what she was going through right now…. Someone that could empathize with her.
She remembers that she belongs to a Parent Support Group Online and decides to touch base with them and ask them their thoughts. They point her in the direction of a blog where a “real life mom” writes about her battles with Colic herself. She explains what works and what doesn’t. The Mom blogger shows pictures of her happy baby and tells tales of how horrible it can be to have an uncomfortable and colicky baby. Even though this Mom wasn’t trying to sell anything she earned this desperate woman’s trust. Almost as if they were at a “play group” sharing colic stories and the mom told her to go out and buy “gripe water”. But, they have never met. Instead through Social Media the desperate mommy felt the blogging mommy’s empathy towards what she was going through. And, the desperate mommy went out on a mission to purchase “gripe water” for her baby.
This blogger earns her trust. How? By communicating using Empathy. By being real and with sharing she earned the readers trust.
Now since the original colic website sells “gripe water” that the blogger raved about, I suppose it is possible that the Mom will go back to the original website to make that purchase. But, because the original website couldn’t build the Mom’s trust with empathy it is extremely possible the the first site lost this Mom’s order forever.
If Only the Static Website had a Blog
But, imagine if that original website had a blog. This blog could be written by mothers…. Mothers who have a baby battling colic. Or perhaps a mom that survived the months of her baby having colic and lived to tell her heroic story online. The desperate mom might not have ever left the first website in search of trust… she could have found it right there.
The thing that got the customer was not only “The Word of Mouth” from friends online, but it was the empathy. It was the feeling in the blog post she read… she felt the mom’s desperation from another “human being”. She could relate, she blelieved… She trusted!! It was the human conversation that got her. The relationship. The blogger earned her trust.
Things you can do to add Empathy to your Business
- Add a Blog – First things first… add a blog. Make sure
to write with Emotion. Be passionate with your writing. If your readers feel your passion, your care, your concern they might become customers and probably will pass around your blog to other people with the same concerns.
- Comment on Blogs in your Niche – Offer advice, tips and answer questions.
- Knowledge-Sharing Communities - (like Yahoo Answers) By participating in these types of communities and answering questions and giving people helpful advice you could eventually come an known expert in your field.
- Forums and Message Boards – Answer people’s questions and offer advice…. this too can lead to becoming a known expert in your field.
- Set up a Twitter Account – Microblogging is a great way to communicate with others in your niche. Again, offer advice and tips. Twitter is also a great way to notify others of new blog posts.
- Set up Instant Messaging on your Website – This way customers can contact you if needed. This is a great way to build trust with potential customers. They can ask you questions and even if they don’t have any for you it lets the customers know that they could contact you if need be.
- Images – Images are great for products, but how about using them to show emotion. Do you sell swimming pool toys? Well instead of only using product pictures…. take pictures of children using the toys…. of laughing and playing with the toys. Create a Flickr account with your business name and post your pictures on there.
- Videos – This is an awesome way to show your readers/clients/customers that you care… that you are real…. that you empathize. Make video of your products being used. Or, produce how to videos on your website. You can even make a weekly video show where you perform a 15 how-to class on your products. The things you can do with video to aid with empathy for a Online Business is almost endless.
I feel that there is no beautiful advertisement in the World that will be as trustworthy as a family member, friend or passionate person who has lived through it. In my opinion Word-of-Mouth trumps regular advertising. If someone real and trustworthy says to me, “Try this Product… It Rocks!!”. Well, then I will probably will be trying that product. However, if an advertisement says, “Try this Product…. it Rocks!!” (this being a different product than what the “word of mouth” suggested) it’s only a possibility I might try the advertised product first.
Empathy is natural…. we’ve been doing it for as long as we realized that other people had emotions just like we do. And, as a business person you need to master this skill. To aid in this ask yourself a few questions:
- If I was the customer how would I be feeling?
- If I was the person arriving at my site… what would I be hoping to see?
- What kind of proof would I want to see to prove that the product I’m selling is the one I need?
Basically, you need to put yourself in your customer’s shoes. How would they be feeling when they come to you. You need to understand that before being able to offer empathy to them.
Bottom line as a Business Owner you need business. You want more business?? Be empathetic…… do you want a platform to be empathetic and add conversation to your business plan?? Add Social Media. And, most importantly…
Share your experiences, be real and honest, add emotion, be empathetic….. Make a Difference!!
Empathy & Social Media together…. This Combo could be an Online Business Secret Weapon.
Posted in Social Media, Tips & Tricks | 14 Comments »
Tuesday, March 4th, 2008
Photo by Laenulfean
About a week ago I read a ProBlogger post called, "Have Blogs Killed Conventional Websites?". It was a Guest Post by Suzanne Falter-Barns. In this post Suzanne compares conventional websites to blogs as she tries to determine whether conventional websites are a dying breed.
The post brought up a lot of recent anxiety for me. I remember battling with these same thoughts about 18 months ago when I started my first blog. Up until that point all I had were static websites. It didn’t take me long after I started to blog and add in other Social Media activities to realize that I had nothing to fear from Blogs.
My answer to Suzanne’s question about whether Blogs have killed the conventional website is an emphatic, "No." Rather, due to Social Media & blogging, the standard static websites are evolving…. not dying.
I don’t think that Social Media is killing the static Websites at all. In fact, Social Media is giving static Website’s new life.
6 Basic Social Media Activities that can Give a Static Website New Life
- Opens up the Lines of Communication between Customer/Clients & Website Owner. You can do this in many ways. Such as Forums or adding a Blog to your Static Website.
- Let your Customer/Clients know via a Blog about Sales, Promotions, New items, Recalls, etc. Adding a Blog with a RSS feed to your website is a great way to let your customers and readers know about important updates.
- Adding a Blog to your Website can add new content / web pages to your site. This causes more entrances to your Website for Serps and for Viewers.
- Add Social Bookmarking buttons to your static pages and let viewers bookmark them. This can add extra traffic to your website when their social bookmarks are shared with others.
- Using Social Media can let your website compete with other websites/blogs that have larger marketing bank accounts.
- Using Photo sharing for your Product Images can bring traffic in to your website.
The list can keep on going, but my point is still the same. The Static Website is not going anywhere, but the successful ones will add Social Media.
I designed my first static website in 2001 and many, many more followed. It was in 2006 that my anxiety began to get really intense about blogging and other social media. I love security and stability and whatever was happening to the Web at that moment was freaking me out. What is a Blog? What is Social Networking? Why must I change?! But, after that initial temper tantrum I became very determined to not let my Static Websites fall to the waste side. I started researching Blogging & Social Media to see what I could do to adapt my static websites to what the web world was becoming. I wanted to learn what made a blog special compared to a static website…. what made a blog different than what I had already. Why should I feel so threatened by "The Blog".
Through that research and the year or so that followed I realized that the Blog is NOT killing the Conventional Website!! In fact, I feel that
Social Media is causing websites to evolve into so much more. So much more is being offered to the small business website. Blogging keeps the communication open with your customers and potential customers. Other Social Media activities helps get you seen and noticed. Social Media Marketing lets you market your products and services without the extreme cost of other marketing. Also, social media can make sure that your good name isn’t being tarnished. And, if it has been it can be fixed.
Plus, many Static Websites have been around for a very long time. Some search engines consider the website’s age when ranking it in its Search Engine. So, having one of these so called, dying breeds can be a very, very good thing. So, instead of morning its loss celebrate it with adding Social Media to it…. Add a Blog.
Old School Webmasters don’t you dare believe that Blogging & other Social Media is killing the Static Website. Social Media is going to take your Static Website to bigger places… that is if you will let it.
Posted in Social Media | 14 Comments »
Friday, December 7th, 2007
Tim looks at why becoming a news blogger is hard work and how simple changes to page layouts and designs can attract and promote your news blogs or any site even if he doesn’t use all the tricks himself.
Most bloggers dream of becoming a major source of news and information, millions of visitors and loads of links when you break yet another story. The pace is fast and furious with near daily race to be the first to get the scoop much like traditional media journalism. A vast quantity of front page traffic on Digg and other social sites is from the same websites time and time again but breaking into the exclusive group of true news bloggers is hard work but I hope some of these handy hints will help.
Why do it?
Before we go further you need to stop and take a step back becoming a news blogger is not suitable for all but a minority, go back to those top sites and you will realise nearly all of them are run by a team. With 24 hours in a day a single person can only do so much, and such sites rarely pay for themselves until they reach a certain critical mass. That said the one page tips I’m presenting will help any blogger interested in attracting the social media visitor.
Getting the page ready
How you present your exclusive story will often make or break your site above all you want people to know what the story is as quickly as possible, using stumblers as our basis you have 5.5 seconds to impress or they are gone.
Images
In many ways are the secret weapon of the news blogger and bloggers in general they add something to the story but they are also a useful social media tool.
Primary Image – this is the main image to accompany the article for maximum effect you want to turn this image into a promotional tool, when people photo blog a review on StumbleUpon the chances of a visitor clicking through from the reviews home page is 25% more likely then a standard review. To maximise people using the image as a photo blog picture make sure the image is under 250k and less then 500px width. Include some sort of identifier and don’t be afraid to include words (just make sure you use your alt tags correctly). When it comes to picture nearly all social media users like BBS big bold and simple a slightly risky strategy is to place the primary image just on the fall of the page to force the user to scroll down to see all the image.
Logo Image – A logo image is an image that appears near the top of the post to help categories and give a post a sense of identity, this further helps to cement in the visitors mind what the article is about as well as providing another promotion point. Google news has for a while now been using an algorithm to select suitable images for use within its site for relevant headlines, this sadly may not interest most wannabe news bloggers who don’t make it onto the Google news pages but the use of such images on Digg certainly will. Since the release of the new picture enabled Digg, users when selecting stories have been offered the option of including a picture from the page if and when a suitable image has been found. 
The important thing here is getting the scale right Digg currently is resizing images to 160×120 pixels and is only presenting users with the option of JPG so the ideal logo image should be 160×120 JPG, of course you need to make it interesting enough for the submitter to include it and remember to keep it inoffensive to avoid moderation.
Extract/Summary
Many Stumblers and Diggers simply copy the first few lines of an article when reviewing/submitting so make those lines count. Present an interesting and complete first 2 sentences be it a summary or some sort of opening statement. Just remember to keep it short and sweet otherwise the submitter or the site they are submitting you to will cut it off mid flow.
Typography
I am not a designer but subtle use of modern design concepts such as the use of grids really helps a story along. Don’t let a bad design or typography let your story down because it makes the process to hard to read. One technique borrowed from traditional magazine I find extremely useful is pull out and block quotes. While block quotes have a dedicated tag in html pull quotes do not but there are plenty of Javascript pull quote scripts you can use.
Printing
People still like something tangible so along with good typography a clean way to print the article out is essential at minimum a print.css but also think about promoting printing through a print button.
Social media buttons
Adding pretty icons and badges has been all the rage for a while now even the BBC have got social media badges on some of their pages, but there is no real evidence that this “bookmarking” buttons actually increase the number of people bookmarking sites and can have a very negative effect. On the whole social bookmarking do not cause any ill effects with possibly two exceptions
0 Diggs – Nothing says newbie who can’t fix their template then a Digg button with 0 Diggs, it’s a complete turn off. Social media users tend to flock or hunt in packs a button with a low score can put people off, If you are going to use Digg buttons then only place them on your post at the 20+ mark and make sure you remove them after a few days or immediately after your article is buried no point wasting your users time which could be spent viewing more of your content. You will of course point to the bottom of this page and scream hypocrite what else can I say but bah!
Stumble Me buttons – When StumbleUpon produced a series of buttons people raced of to use them on their blogs without thinking through the consequences. Call it a bug or a protection feature if you like, but Stumble Me buttons are worthless. Every time a user uses your stumble me button to leave a review you lose a potential thumbs up. This is because when you leave a review it does not also thumb up the page as well, so while you might get a couple of hits from peoples home pages on StumbleUpon you will not receive any additional toolbar traffic.
General tips for news blogging
Apart from on page issues some simple things make a large difference in News Blogging
- Work in a team
- Be quick but accurate
- Moderate your comments
- Let others promote you, concentrate on getting the stories
- Don’t be afraid of scrapers always include good full internal links
- Be consistent unlike other forms of blogging news bloggers need to post regularly
Do you have what it takes to be a news blogger, and what type of news blogger are you a
broad sheet or a
tabloid?
Posted in Productivity, Social Media, Tips & Tricks | 7 Comments »
Wednesday, November 14th, 2007
When I became a Webmaster in 2001 the Web was so different than it is today. Becoming successful was much easier. I started making money fairly quickly. My rules were pretty simple as a Webmaster back then.
- Create a beautiful site,
- keep up with SEO and tweak my site often,
- create fresh content.
But, what wasn’t included in my rules for success back then was personal relationship. And, for me, that is what I found was the biggest change between the original World Wide Web and Web 2.0. Yes, the above is still true. Having a beautiful website that is constantly being optimized and fresh content added often is still extremely important, but it is not enough anymore. Personal Interaction with readers and other Webmasters and Bloggers in your Business Niche is a must.
Times have changed. If I had continued down that Anti-Social path I would have lost everything I had worked so hard to create. With the evolution of the World Wide Web into Web 2.0 came Social Media. Social Media is the way we converse with others over the internet. And, all Webmasters should be adding Social Media to their Business Plan immediately.
Here are some of the ways a Webmaster who is stuck in Web 1.0 can start using Social Media.
Social Media brings back human Relationship to a standard Website. In order to be successful you need to add personal relationship to your business equation. Without adding Social Media I promise you that you will not see the true ability of your site.
Ruud Hein wrote an amazing post, “It’s
the participation economy, stupid!” In his post he points out that attention requires participation. Hein writes,
“If you’re not participating, you willingly give up mindshare and fail to influence.”
There is no room for Anti-Social on the Web today. So, if you are not a “people person” then you need to look inside yourself and figure out if this truly is what you want to do. If it is, move past it. The fact of the matter is that anyone can have a Website or be a Blogger. But, not every Webmaster or Blogger can be a Success.
There is only one Equation for success on the Web today. And, that equation includes Social Media. If you want Online Success there is no room for AntiSocial!!
Posted in Social Media | 23 Comments »
