Whether you are in the product or service industry, it is a requirement for any business in this day and age to provide their clients with exceptional customer service. This includes responding to customers quickly, providing a quality product/service, meeting their goals, conceptualizing their wants, etc. The business relationship doesn't end at the sale anymore; it is a continuous relationship that has to be maintained and nurtured in order to be successful.
While we all know this, what we don't realize sometimes is that there is a distinct line between providing exactly what the customer wants (ultimately, superb customer service) and what we think works better for the customer. It is the time old question of whether the customer is always right. As a project manager for a website design company, I am faced with this dilemma on a weekly basis. I want to give the customer exactly what they want, but I do have knowledge about web based strategy that could be better suited for their needs. Some clients will be receptive and be open to our knowledge, but others know what they want and how they want it, which is perfectly fine. But at the end of the day, the "Fusework Studios" name is on this project as well, and we want to produce something that we are proud to show others. So where do I draw the line? How do I handle this situation? Here is the process that I follow:
1. Ask them why.
If you don't ask the question, you will never know the answer. Maybe they are trying to accomplish something by placing an image in that spot, maybe they just think it looks nice there. Either way, asking them why they want to do it a certain way will give you insight into what they really want to accomplish, which helps you provide them with better service.
2. Provide reasoning and examples.
If you don't necessarily agree with your client, tell them why! Don't make them assume that you're the expert (because sometimes, you aren't). Show them why you think the way you do. Make sure that you provide examples and past experience in order to back up your reasoning. Examples will help your client put trust into your advice and into your company!
3. Evaluate the situation.
Think about the positives and negatives of doing a project "your way." For example, if I have a client who isn't concerned about being "web savvy," but they're more concerned with communicating a message, then I'm not going to push the issue of advanced functionality. On the other hand, if I have a client who wants to be recognized as credible and who needs a web based strategy, then I might try to persuade that client to look more closely at their other options.
Regardless of this dilemma, my main concern is to make my clients happy. I have to use my own judgment to figure out what is in their best interests and how to provide the most value for them. Client management is about creating the best results for your clients, giving your client what they need and want, and producing something that you are proud to represent. Make your client relationship a partnership, not a power struggle.
In recent years, most businesses have transitioned into the service industry, even if there is a product component to their business. Service, in layman terms, is intangible work completed for the benefit of others, and I would venture to say that it is harder to create the "raving fan" mentality for a service as opposed to a product. In the last week, we have seen the raving fan mentality with the iPhone 4, and it is just as much a service as it is a product, even if the product component is what initially rives the customer to your service. So how do you create the "raving fan" if you're in the service industry? Here are some ideas:
1. Provide a quality product.
It doesn't matter if you have great service if you don't have a quality product to back it up. For example, as a website design company in Indianapolis, we have to give our customers not only an aesthetically pleasing website, but one that fits the client's web based strategy. The final product is what the client is going to see and use every day, so creating the product with care and precision will ensure client satisfaction.
2. Provide exceptional customer service.
This might seem obvious, but you won't retain clients without giving them a reason to stay with your business. Respond to your client's emails/calls quickly, ask questions about what they need, give them all the information they need to make an informed decision, and work with them to give them what they want without sacrificing your business. It is your job to make your clients happy without giving up your ideals, as well as producing a return on investment for each project.
3. Execute and represent an effective brand.
Clients want to be able to identify with a brand when deciding on who to use for a service. A well-defined brand is one of your greatest marketing tools if executed properly. If you say you're a "green" company, practice environmentally safe policies. Do as you say and say what you do.
4. Provide value by advertising your clients' products/services (B2B).
Instead of just marketing for your brand, feature your clients in blog posts, or mention them to your social media community. By doing this, you can provide extra value for both you and your client. It helps promote their brand and services while enhancing your testimonials and portfolio.
5. Give back to your community.
Whether it be a national corporation or a small business, people are more attached to businesses that provide their communities with resources and a helping hand. It's a way of showing that you care about the people who have contributed to your business.
These tips might seem simple and obvious, but it's important to revisit the basics of what makes a customer drawn to your brand. You want raving fans? Provide them with raving fan business!
Unless you’ve been hiding under a rock for the past month, you’ve probably heard about the oil spill that had caused a fair amount of damage to the Gulf of Mexico and to British Petroleum’s reputation. In order to “rectify” the situation, BP has released a number of press statements over the past couple of weeks that have not satisfied an overwhelmingly disgruntled public. In response to BP’s lackluster statements, a man, who has dubbed himself as Leroy Stick, decided to take matters into his own hands; he created a Twitter account, cleverly named @BPGlobalPR, which pokes fun at how BP executives are dealing with the current situation. According to Stick, he started @BPGlobalPR because he believed that BP did not offer anything to ease the nation’s concerns. As a result, @BPGlobalPR has already accumulated over 150,000 followers since May 19, and it continues to grow on a daily basis. Leroy also supports the campaign that sells “bp cares” t-shirts to fund the activities of the Gulf Restoration Network, and his team recently made a $10,000 donation to the charity. All in all, he has become a celebrity within the social media community overnight and has molded BP’s brand into the punch line of his own joke.
His popularity or humor, however, is not what has captured my attention; it’s his message. Leroy Stick felt the need to create an entire web based strategy with @BPGlobalPR because BP wasn’t responding to the general public with urgency, sincerity, or solutions. Instead, Leroy argues that BP has been doing whatever it can to maintain a positive image and to keep making money. In other words, the executives are paying Internet marketing and PR representatives to promote a positive brand image that has been destroyed by employees of the company instead of trying to fix the problems at hand!
“So what is the point of all this?” Leroy asks. “The point is, FORGET YOUR BRAND. You don’t own it because it is literally nothing. You can spend all sorts of time and money trying to manufacture public opinion, but ultimately, that’s up to the public, now isn’t it?”
This is exactly what marketers do not want to hear, but it’s the truth. Companies can pay agencies tons of money to create marketing campaigns that represent integrity, quality, service, etc. But at the end of the day, none of this matters unless the client perceives the company (or the point of contact) as such.
So what does this have to do with me? Well, as a project manager for Fusework Studios, I am charged with providing my clients with the best service possible in order to create a positive brand image for the company. I will be a point of contact for clients, and I have to face the truth that Leroy Stick presents. Despite this challenge, I am excited to take on the responsibility of embodying the brand of Fusework Studios while maintaining my own values. Regardless of whether it is a global, multibillion dollar company or a small Internet Marketing and Website Design Company (with offices in Indianapolis and Muncie, Indiana), the point is to represent your values by making ethical business decisions and providing your clients with the best possible solutions; something that both the public and Leroy Stick feel BP is lacking.
As a result, I am even more motivated to practice what I preach in response to Leroy's skepticism. So, thank you, Leroy Stick, for encouraging me to face this challenge.
Jenn Lisak is a new Project Manager for Fusework Studios, and obviously, we're excited to have her join our team! Look for more posts from Jenn soon.
If you haven't done these things yet - don't worry! You have two more days before the first two games. Get out there and let everyone know your specials. Update your website and address your corporate blog. You have a chance to increase your business' visibility.
Learn about our Business Blog package.
There are many ways to tackle the task of winning organic search. At Fusework Studios, we believe the most affordable and effective way to increase your search engine optimization (SEO) is through a business blog.Search engine optimization is one of the most cost effective ways to generate traffic and leads. A website design full of flash elements, graphics and with little to no content will not assist you in these goals. I'm not condoning ugly websites because there must be something pleasing to the eye, but when a customer goes to a search engine looking for information about a product, service or vital information on your industry, you want your business to be found.
Fusework Studios can help you form a plan structured to create leads through inbound marketing and SEO value. Give us a call, and let's talk.
After we have some lunch, I will try and answer all those questions for you plus many more. We will talk a little about Business Blogging, SEO, and how to incorporate winning search into your web based strategy.
We have made it very easy to sign up. Just click on the link below, fill out a few questions and you are good to go.
We look forward to seeing you next Friday, March 5 at the Rutter Communications building in Muncie from 11:30am-1:00pm.
Almost all content management systems now have tools for search engine optimization and other tools to complement your web based strategy. A company can spend from nearly no money to thousands of dollars for the top-of-the-line CMS. Unfortunately, all that money will do no good without a keyword and search marketing strategy behind your content.
Tips to utilize your CMS' capabilities:
- Title your pages with keywords in mind
- Use keywords in your links
- Use keywords early in your content (first or second paragraph)
- Use keywords in header tags
- Create inbound marketing by generating buzz or links to your content (preferrably with keywords) by utilizing your social media community tools
- Utilize business blogging to drive traffic to your site
Contact Fusework Studios for tips or if you have questions regarding search engine optimization and your content management system.
This week, you may have heard about three new Marriott Hotels that White Lodging Services opened in downtown Indianapolis. The area is dubbed as "The Place to Be," and the Merrillville Hotel Development company created not only some good looking buildings, but also a strong web based strategy at: www.ThePlaceToBeIndy.com. I'm sure you'll have a chance to learn all about the scene in their press releases, on TV, and in the IndyStar.What you'll only hear from Indianapolis Web Development Firm Fusework Studios is an evaluation of their Search Engine Optimization tactics. In short, I anticipate searches in Google for "The Place to Be" soon to show the new site at the top of the results for the following eight reasons:
- The phrase "The Place To Be" is in their domain name: www.ThePlaceToBeIndy.com, which is one of Google's factors in SEO ranking. Notice they did not choose www.ThePlaceToBe.com, because is already owned by someone else. If you have a business or idea for a business, secure the domain name right away for future use!
- All pages are titled with keyword-friendly phrases, including "The Place to Be in Indy" in every one.
- Their URLs are short and meaningful. Google rewards you for telling them what a page is about in the filename before it scours the page for content, ie. http://theplacetobeindy.com/attractions.asp?s=walking-distance will tell visitors about the walking distance to attractions.
- The Site Architecture (code on the back-end) is pretty solid. They separate the functional code of their site from the design by using Cascading Style Sheets (CSS), which makes the site easy for search engines to find, and effectively adds to your search engine optimization.
- They use DIV Tags instead of Tables, which enables Search Engine spiders to crawl the site easier.
- Heading Tags ie, H1, H2, H3, are used appropriately and hierarchically, which will tell search engines what content is most important to index.
- They use the Keyword Metatag on every page and the Description Metatag on the homepage.
- They generated an XML Sitemap, which will help Search engines index the content on the site faster.
Original article by Indiana University Kokomo: http://www.iuk.edu/news/?naid=19&ncid=.
Kokomo, Ind. - Indiana University Kokomo has launched a new and improved Web site, www.iuk.edu, featuring easier navigation, online video, vibrant flash images, and socia media integration.
"The new site will allow us to share IU Kokomo in a more engaging and dynamic way. It brings with it a content management system that allows us to better manage updates and changes, as well as the ability to implement analytics that measure site usage and give us the tools to make constant improvements that better serve our users," said Katrina Janes, director of the Office of Communications and Marketing at IU Kokomo. "The redesign and launch of a new university Web site is a huge undertaking, and we are very excited to unveil this new Web presence to the students, campus and community that we serve."
The site, developed by Indianapolis-based Fusework Studios, provides easier navigation for the user, improved search functions, and a consistent look, design, and feel. The first step in the redesign was an audit of the old Web site that included an evaluation of its strengths and weaknesses. This evaluation enforced the need for IU Kokomo to clearly indentify and match target audiences with specific marketing objectives, as well as the need to transform the site from a static information source to a dynamic and engaging marketing tool.
This direction is supported by a recent TeensTALK®survey of high school sophomores which found that 74 percent of the respondents conducted general college research on the Web, and 67 percent visited a specific college Web site. It is clear that higher education institutions are positioning their Web sites as a primary marketing tool and relying more on electronic communication tools. The average Web user today is highly skilled and able to communicate through many technological formats, from text messaging to IM to Twitter. This is particularly true for prospective and current college students.
"This was a huge project and encompassed two years from vendor selection to launch. Every unit on campus participated," said Paul Nowak, vice chancellor for external relations. "A special recognition is due to our marketing and IT departments, and especially Rudy Kizer, our campus Web manager, and Katrina Janes."
Indiana University Kokomo serves a seven county, primary service area in north central Indiana. The campus offers more than 40 academic programs including four graduate degrees.
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Fusework Studios provides service in Business Blogging, IT Services, SEO Indianapolis, Indiana Website Design, Indiana Website Development, Web Based Strategy, Social Media Marketing, Indiana Video Production, Email Marketing Strategy, Corporate Blog, Internet Marketing Indianapolis, and much more.
Indiana video production is alive and well, and there are many production houses in central Indiana that do a fine job at it.In this age of social media marketing, business blogging and email newsletters, it's important to remember the viability of video in your Internet marketing efforts.
You've heard it before, "Video tells a story." But more than that, it's a necessary tool that can impact your bottom line in a variety of ways. Through visuals and sound, your customers can:
- Learn more about your business (history, products, process, etc.)
- Hear testimonials from your customers about how great your product/service is
- See step-by step how your product works, so customers will buy it themselves
- Follow how-to instructions for accomplishing a certain task
- Be inspired and empowered to donate to your cause
- Be entertained by a different type of advertising
- Advertise for you by sharing your video across their social media networks
- And the list goes on....
Add video production to your web based strategy for 2010, and contact Fusework Studios today to get started.
When I first came onto the web development scene, it was primarily about having a website. Your website was more of a brochure. There was little thought to a full web based strategy or social media community involvement for businesses. The primary focus was having a great looking web design and plenty of content for people to read.
Then came the next phase which was to measure the analytical data provided for your website. Soon, it was found that people often didn't spend more than 1-2 minutes on the site. This didn't help support the theory to have more than twenty pages of content. The next step was to find a way to convert those visits into money by creating calls-to-action. These calls-to-action were provided as forms, buttons and/or videos.
The most recent trend is how to use social media marketing and business blogging to benefit your business. Search engine marketing is taking the forefront, and more businesses are implementing corporate blogs and social media as a part of their web strategy. I believe this trend is going to add a new twist to how websites will be developed beginning in 2010.With Google Live Search and the rise of blogging as the premiere method in getting recent and relevant content, the next trend is all about flexibility and the process of getting search content out to the masses. It will be about monitoring what people are looking for and providing that information. Businesses will be taking an ever-more increased role in talking WITH their customers (not just TO their customers). Websites and strategies will be taking on a new look to feed how people will find out about their business(es), goods and services.
I will be touching on how to take advantage of this new trend in my upcoming post. For now, I wanted to get you thinking about how sites will be developed differently with this in mind. I'd be interested in hearing some thoughts from you on what you see coming in the next year.
For most people it's an ugly word. It makes you think of a dog that misbehaves, an athlete making wrong choices during a sporting event or sometimes even more frustrating of a child that just won't listen and needs...discipline.
Throughout 2009, I spoke of many different ways to utilize tools and third-party programs to enhance your web based strategy, and I spoke in many ways how Fusework Studios is a great Indianapolis web development company that can help touch all facets of an effective strategy. In 2010, I want to focus on things that are a little more intangible.By now, most of you know about the tangible objects that go into a web based strategy such as business blogging, web development, website design, social media communities, search engine optimization and an email marketing strategy. When used correctly, all of these tools work, but there are things that are never seen that go into a successful strategy.
Discipline is accepting a challenge and having the fortitude to see it through. When embarking on a new marketing strategy, whether it's television, radio, print or the web, you will never know the true extent of its results until you see it through.
What are ways you can practice discipline in your web based strategy?
- Make a plan. A web based strategy is a plan to achieve a goal. Put it on paper and keep it where you can see it.
- Make a habit. Practice working on your strategy every day until that goal is achieved.
- Do it when you don't want to do it. Some days it feels like too much work to participate in a social media community for your business, but those days are probably the most important to do the work.
- Have a coach. Even professional athletes have a coach to help set goals and achieve them.
- Form a team. Don't try to do this alone. Find skill sets that are needed to accomplish your goals, and find the people with similar discipline and passion to achieve your goals.
Need a coach or a team? Contact Fusework Studios today to discuss your goals and ambitions in 2010 and to create a web based strategy to work for your business.
There's only a week between Christmas Eve and today, and everybody is finishing up their Christmas shopping, planning their breaks and starting to think about those neatly wrapped boxes under the tree. As a part of your Web based strategy, have you thanked your customers and business partners for doing business with you? Have you incorporated holiday wishes as a part of your email marketing strategy? Have you said "Merry Christmas" to your social media community?Companies are becoming more transparent due to social media, email marketing and as they take on more and more of a personal role in their customers' lives. Your fans and followers on Facebook and Twitter are following you to keep in touch and learn more about your business. Make it a part of your social media strategy to wish everyone well this holiday season. Your followers would like to hear from you.
From everyone at Fusework Studios, have a happy and safe holiday season.
Field of Dreams with Kevin Costner spoiled us with the notion "If you build it, they will come." There is still a common misconception of Indiana website development that as long as you have a website you will experience a boom in traffic and knowledge of your online brand presence. This is hardly the case. Here are common pieces of a web based strategy that are often overlooked:
- Search Engine Optimization through keywords and content
- Social media community awareness
- Conversion funneling
- Analytical data and marketing decisions based on that data
The Indianapolis Prize is the largest individual monetary award for animal species conservation in the world and is given as an unrestricted gift to the chosen honoree. The Prize is given every other year to an individual who has made extraordinary contributions to conservation efforts involving a single animal species or multiple species.
For many nonprofits and small businesses in Indianapolis, online marketing is becoming increasingly competitive, so the Indianapolis Prize web based strategy was focused on embracing the social media community, creating a clean and direct design, and engaging users through video production.
Fusework Studios is proud to be a part of this project, both for the impact the Prize has on conservation and for adding to the great examples of Indianapolis web development.
Stay tuned for information on the 2010 Indianapolis Prize Gala that is scheduled for September 25 at the Westin Hotel in downtown Indianapolis. Visit the new site at www.indianapolisprize.org.
As Director of Internet Services at Fusework Studios, I have the pleasure of working with many different parties on any given project: project managers, designers, clients, executive staff and other developers. Whenever you have many different intelligent people working on any given project, there are tendencies in which opinions can cloud an objective web based strategy. The goal of any project should be what needs the project addresses and the long-term plan after completion to carry on the goals.My colleague, Jim Switzer, approached the sometimes difficult task of designing by committee with a great article. Many of the steps are no different.
How can you proceed on a web development project with an objective mind set?
1. Follow the leader.
Much like picking a leader in design, you must be willing to follow the direction and leadership of a project manager or head. They have to make the tough decisions, but their goal should be to ensure all parties are working to the final objective.
2. Know the full web based strategy.
No matter what your role is, you must be aware of what the team is trying to accomplish. Every cog in a clock is working to keep time. Each cog has a specific role, both small and large, to reach success.
3. Communicate.
This can be the most difficult task of any team environment. The left hand must know what the right is doing. Lay out a to-do list for everyone. Set some milestones and make sure everyone is aware. This is similar to creating a site map, but you are creating a map for a successful web based strategy and team.
Each member of the team must be committed. When hiring a company to assist you, be sure they are as completely vested in the project as you are. Contact Fusework Studios for an expert team of web consultants to develop a solid website strategy for your business.
I woke up today tired and late. There are several things I could have done, but exercise was the only thing that I needed to do. With forces against me, I mustered up the strength to push play on the VCR.After the workout, I'm glad I spent the time and notice that I'm more ready to start the day than I would have been. I recognize my need to work out different muscle groups for longer periods, and I'm now more engaged to push for a stronger routine.
So, why did I throw "website" in the title today? I wanted to encourage you who may be tired with your online presence and know it's not living up to its potential. You don't have time to adequately address your entire web based strategy from stem to stern in one sitting, and I agree. But, I contend that you can make progress on a fresh web based strategy in the next eight minutes, and here's how:
1. Copy the four questions and text below between the lines and paste them in a new email.
2. Answer the questions in short responses, and
3. Send the email to two or three people that can provide valuable feedback.
Suggested Body for Email:
I was just thinking today about our web based strategy, and I've outlined a few thoughts below. Please tell me what you think:
1. What is (or should be) the purpose of our website?
ie. Increased Revenue, Reduced Costs, or Improved Customer Satisfaction or Loyalty
2. Is our website accomplishing its purpose?
3. What is frustrating with our website?
4. What do we like about our website?
I know we're all busy right now, but I just wanted to send some quick ideas to see what you think.
Thanks,
YourNameHere
Send the email, and you're done!
Resist the temptation to write a book or expound because you have a lot going on today. Keep it simple and just start the conversation. You're on your way to rejuvenating your website strategy -- how does that feel? I'd say pretty good!In fact, I'd love it if you would post a comment below after you send the email just saying "I did it!" and we can celebrate your eight-minute website strategy workout with you.
Photo Sources:http://www.flickr.com/photos/elpatojo/ / CC BY-NC-SA 2.0 http://web.mit.edu/ryangray/Public/Gnus/thumbs_up.jpg
We live in an age where SEO, social media communities and Internet marketing reign as kings, and website development becomes only a part of the overall web based strategy. To some, this may seem as a threat to the existence of traditional website development, but I do not feel any personal fear that this is the case. The role has changed, but the need is still very real.
More and more now the "custom development" tag and approach is becoming less prominent. Most ideas have been put to code before. The trick is how do you utilize or critique these tools from several third-parties and create something spectacular. One of the easiest examples of this trend is the inclusion of social media communities with corporate websites and corporate blogging. Unless your need is so specific, you're likely going to be using a third-party application already created for your corporate blogging needs.
Talk to Fusework Studios about website development and about creating a winning web based strategy. We would love to help your business be on the cutting edge of your online web presence.
As a website design company, we encounter many different types of projects...from simple projects like a blog redesign all the way to a total rebranding of a company with new collateral and a new web based strategy. Each project can present its own set of challenges, but one of the most challenging approaches to a project can be working in a committee. How do we make a decision on a design? Who is responsible for what? Where do we start?!
It's simple. Follow the five simple rules below when working with a website design company to develop your next web based strategy, and your project will go a little easier.
1. The Odd Man Is Not Out.
When choosing a team for a committee, remember to keep the number of people odd. This way if a decision needs to be reached on an aspect of the project, a majority vote can be made. Also, try to keep the number of people as small as possible (3-5 team members).
2. Pick A Leader.
Every Committee needs a Chair. This is someone to delegate parts of the project to members, as well as a mediator for meetings. Ideally, this person will have power within your company to make final approvals on the project, so it can continue to move forward.
3. Listen To The Experts.
When working with a website design company, such as Fusework Studios, treat them as an extension of your team. Keep all of their suggestions to the forefront in the design and development phases of your project. Remember, we're the experts, and you hired us to come up with ideas that will best meet your project goals.
4. It's Not Personal.
As you and your team work through the design process, try not to let your personal preferences effect the design. Purple may not be your favorite color, but it might be the best choice for your target market. Always keep the overall goals and target audience in mind throughout the entire project.
5. Watch The Calendar.
In any project, the calendar is key. Make sure that deadlines are being met, and team members are meeting their goals. Obviously, if a deadline is missed, the schedule will need to be adjusted accordingly. It's always best to schedule a little buffer room just in case this happens. Meet weekly, if possible, and celebrate milestones when they are met.
If you keep these five steps in mind throughout your project, you and your team will have a web based strategy that won't be compromised by opinions. You'll have a great product that will help your business grow.
The feedback from our session was great, and it was incredible to see the reaction from the attendees when we uncovered some basic things their website had been missing. I'd like to share just three pointers from the meeting that are often overlooked.
- Domain Name - The value of a great keyword domain name is huge. Consider registering a domain name that includes keywords for the services you provide and putting a microsite behind that domain name. We recently employed this strategy with one of our microsites which can be found at InternetMarketingIndianapolis.com.
- Title Tags - The page title or title tag absolutely cannot be overlooked. This is a chance to include keywords relevant to the content on that specific page in one of the areas that search engines are looking at as a top priority. Using the same title tag for every page or only including one word (such as "About") is not going to help. Take some time when assigning a title to your new page. We recently changed our title tag on the Fusework Studios TV website and are now ranking very high for Indiana film and video production.
- Headings - Pay attention to the headings used at the top of your web pages. Avoid the standard "Welcome" to our website trap. Instead, use this heading to include keywords related to your services. When launching our new Fuseworkstudios.com website, we were able to include Internet marketing within our heading. This is much better than "Welcome to our new web site."
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