Friday, February 15, 2008

7 Customer Service Tips

Today's edition of the American Chronicle has an article by Robert Moment called "Customer Service Tips to Keep Your Customers Satisfied". The article opens by stating:

"Customers shop in order to satisfy something: a need or a desire. Therefore, it follows that your goal must be to keep your customers satisfied. However, don´t make the common mistake in assuming that it is only the product or service that you are selling that will provide the satisfaction that the customer is seeking."

"In actuality, the need or desire that customers are seeking to fill include much more than the product in itself. It also includes a sensation that they will be treated well, that they will be served professionally by a knowledgeable staff, and that if they should run into a problem, it will be managed quickly and effectively. Just as it seems, there is a lot involved in accomplishing this task. However, when it is done correctly, your business will run like a well oiled machine, and will be well worth the effort in its rewards."

It then lists seven tips for keeping your customers satisfied.

1. Keep your promises
2. Set Good Goals
3. Go Above And Beyond
4. Pay Attention to Customer Needs
5. Nurture Long-Term Employees
6. Make Customers Feel Wanted
7. Nitpick About Customers For Life

Labels:

Friday, November 30, 2007

Over 1 Million Potential Victims of Botnet Cyber Crime

The Department of Justice and FBI announced the results of an ongoing cyber crime initiative to disrupt and dismantle “botherders” and elevate the public’s cyber security awareness of botnets. OPERATION BOT ROAST is a national initiative and ongoing investigations have identified over 1 million victim computer IP addresses. The FBI is working with our industry partners, including the CERT Coordination Center at Carnegie Mellon University, to notify the victim owners of the computers. Through this process the FBI may uncover additional incidents in which botnets have been used to facilitate other criminal activity.

A botnet is a collection of compromised computers under the remote command and control of a criminal “botherder.” Most owners of the compromised computers are unknowing and unwitting victims. They have unintentionally allowed unauthorized access and use of their computers as a vehicle to facilitate other crimes, such as identity theft, denial of service attacks, phishing, click fraud, and the mass distribution of spam and spyware. Because of their widely distributed capabilities, botnets are a growing threat to national security, the national information infrastructure, and the economy.

“The majority of victims are not even aware that their computer has been compromised or their personal information exploited,” said FBI Assistant Director for the Cyber Division James Finch. “An attacker gains control by infecting the computer with a virus or other malicious code and the computer continues to operate normally. Citizens can protect themselves from botnets and the associated schemes by practicing strong computer security habits to reduce the risk that your computer will be compromised.”

The FBI also wants to thank our industry partners, such as the Microsoft Corporation and the Botnet Task Force, in referring criminal botnet activity to law enforcement.

Cyber security tips include updating anti‑virus software, installing a firewall, using strong passwords, practicing good email and web security practices. Although this will not necessarily identify or remove a botnet currently on the system, this can help to prevent future botnet attacks. More information on botnets and tips for cyber crime prevention can be found online at www.fbi.gov.

The FBI will not contact you online and request your personal information so be wary of fraud schemes that request this type of information, especially via unsolicited emails. To report fraudulent activity or financial scams, contact the nearest FBI office or police department, and file a complaint online with the Internet Crime Complaint Center, www.ic3.gov.

To date, the following subjects have been charged or arrested in this operation with computer fraud and abuse in violation of Title 18 USC 1030, including:

* James C. Brewer of Arlington, Texas, is alleged to have operated a botnet that infected Chicago area hospitals. This botnet infected tens of thousands of computers worldwide. (FBI Chicago);

* Jason Michael Downey of Covington, Kentucky, is charged with an Information with using botnets to send a high volume of traffic to intended recipients to cause damage by impairing the availability of such systems. (FBI Detroit); and

* Robert Alan Soloway of Seattle, Washington, is alleged to have used a large botnet network and spammed tens of millions of unsolicited email messages to advertise his website from which he offered services and products. (FBI Seattle)

The FBI will continue to aggressively investigate individuals that conduct cyber criminal acts.

Friday, November 09, 2007

How Would You Market MOST The Movie?

This has been a tough question. Start with an outstanding film no one knows about. Mix in a film producer that knows little about internt marketing. They need to sell copies of the DVD, but...

The film is called "Most the Movie". It is a 33 minute short film that tells about a bridgetender whose son falls into the gears that lower the bridge. The train is coming! What should the bridgetender do? He can only do one thing. Either save his son or save the train.

The site I've linked above is a non-profit that offers the film at a reduced price. They are the ones who would like to make the film more widely known. They even give away copies.

So here are a few suggestions:
  • Improve your search ranking by making useful comments on blogs that are talking about evangelism. Not all blogs allow links, and services such as Blogger put a "nofollow" on comment links, but this a good way to generate some buzz. Also, some forum posts wouldn't hurt, although links in forums don't provide any search ranking boost.

  • Increase the content you have about the film on your web site. Surely there is more you can say that will create additional keyword rich spider food.

  • Look for champions who are willing to use their blog or web site to promote the film. This film is of such high quality, and is so good, it should be possible to find some people who would want to champion it.

  • How about putting out a press release. In this case I'd guess the press release will rank much higher than the web site. That could pull in additional traffic and generate a few links.

  • Be creative. MOST the Movie is an outstanding film. Get the publicity going and it may start generating buzz just based on its quality.

Labels:

Thursday, June 28, 2007

Web Site Restored From Google Ban

In March I wrote about one of my web sites that had been banned from Google (911christ.com) . Last week I noticed that it was showing up at #3 in Google's search results. It had been restored.

I use a service called Google Alerts to monitor important keywords. Last week I received a Google Alert that informed me the banned web site was now showing up in Google's search results.

What did I do to get this site unbanned? Not much. Only what I described in my previous post. Using the information in Google Webmaster Tools I had noticed the site was banned. I was also able to determine the most likely cause. I wrote to Google, using the form provided in Webmaster Tools... and then I applied patience.

For three months I did nothing concerning this issue. I did not write to Google again. I did not change anything on the web site. I mostly forgot about this site, other than doing the things I'd normally do. For example, I added some Russian language graphics.

It appears that it takes Google about three months to review and act on a re-inclusion request.

Labels: ,

Tuesday, March 27, 2007

An Easy Way To Get Banned From Google

I regularly use the Google Webmaster Tools. The information they provide is invaluable.

Yesterday I was surprised to see that one of the web sites I manage was listed as being banned by Google! What was going on? I never use black hat SEO. Not only that, the banned site is a very simple web site with essentially no SEO. Why did Google ban such an innocent web site?

A deeper look into the information provided by Google Site Maps revealed the problem.

Going to "Page analysis" under the Statistics Tab revealed that the content Google was seeing was all mortgage and travel related. However, all of the links were Bible related (this is a Christian web site.) Google had determined that there was a significant difference between what Googlebot was seeing and what visitors saw. This is a major violation of Google’s rules and had resulted in the site being banned.

The problem was, I had never put mortgage or travel information on this web site. The web site had been online for about eight months, and it had had Christian content from day one… or did it?

When the domain was registered we were not sure what it would be used for, so the domain was parked at SEDO. This is a service that puts ads on parked domains and splits the income with the domain owners. I have no doubt that many of those ads were travel and mortgage related. But why was Google picking up the SEDO content as being the current content of the web site eight months after unique content had been developed for this site?

When the content for this site was ready we uploaded it to our hosting provider and set up their DNS records to point to the new web site. The result is that browsing to www.911christ.com brings you to the correct web site. However, Google does not look up web sites the same way a browser does. Google remembers the IP address. Google had used the IP address for SEDO; found a SEDO DNS reference for the web site (I had neglected to delete this web site from SEDO); and read the SEDO content. The result is that Google was seeing different content than visitors see and the site was banned.

I have submitted a reinclusion request through Google’s Webmaster Tools and, of course, deleted this web site from SEDO. So now we’ll see how the reinclusion process goes.

Labels: ,

Thursday, December 21, 2006

Google and Duplicate Content

One of the biggest issues for web designers and SEO professions is that of duplicate content. What is duplicate content? Will it get your web site banned? Will it get your web site penalized?

The Official Google Webmaster Central Blog has posted much needed information about duplicate content. Adam Lasnik answers the following questions:

What is duplicate content?

What isn't duplicate content?

Why does Google care about duplicate content?

What does Google do about it?

How can Webmasters proactively address duplicate content issues?

The answers to this last question are particularly useful. Lasnik lists specific things web designers can do to address duplicate content, such as:

+ Use 301s permanent redirects.

+ Keep internal linking consistent, don't link to /page/ and /page and /page/index.htm.

+ If you syndicate your content on other sites, make sure they include a link back to the original article on each syndicated article.

+ Use the preferred domain feature of Google's webmaster tools. This allows you to tell Google whether they should link to www.yourdomain.com or yourdomain.com. otherwise Google might link to each individually and see the same page as being a duplicate of itself.

+ Minimize boilerplate repetition. If, for example, you must put a disclaimer at the bottom of each page, just include a short summary with a link to a separate page that has the complete disclaimer.

Plus five other suggestions. This is a blog post all web designers, SEOs, or anyone involved with web design should read, and have bookmarked.

Friday, December 08, 2006

Do It Yourself SEO

Have you been reading about the importance of the internet and search engine optimization in various trade publications? Do you feel your web site could use some work to improve its position in search results? But you don't have the cash to spend on a search engine expert???

Before you try to do SEO (Search Engine Optimization) yourself, I have some suggested reading for you. Ross Dunn has updated his Ten Minute Search optimization white paper. I highly recommend reading it before you attempt to do SEO on your web site. In particular focus on the things not to do, such as item #3. You'll be wasting your time if you spiff up your site, only to make common mistakes that will get it penalized, or worse yet... banned from Google. Once you have the DO NOT things firmly fixed in your mind, then start on making the changes that will improve your search visibility.

You'll find the Ten Minute Optimization paper at: http://www.searchengineguide.com/dunn/2006/1130_rd1.html