Thinking About Getting Your Contact Center On The Cloud? Here’s What You Should Know

Cloud-based contact centers are emerging as the preferred solution over on-premise IT infrastructure. The reason is quite understandable since cloud-based business centers offer the dexterity of scalability along with minimal maintenance and manpower costs.

Most contact centers run on small-to-medium budgets. They don’t have the capacity to incorporate ever changing applications or technologies. With evolving market and consumer outlooks, businesses find it difficult to sustain on-premise models.

On the contrary, solutions on the cloud are rather easy to access, cost effective, and offer a large scope for personalization. This allows contact centers to scale-up and upgrade their user and operational requirements on-the-go. However, assuming that a single ROI model is applicable for all contact centers is a mistake. At the outset, most client packages offered by cloud-based IT solutions providers seem similar. However, these options are created with a much broader perspective. However, a generic model might not be suitable for every business. Cloud-based IT vendors might present a similar sales pitch, making it even more demanding to identify a bundle of services relevant for your business.

Here, we discuss how cloud-based contact centers help you extract a higher ROI and some basics about how to strategize your cloud driven operations:

Hardware Capital Expenses

On-premise IT models present the major hurdle of purchasing new systems, server space, and upgrading existing IT infrastructure. On the other hand, cloud tech deployment is rather effortless. The vendor is responsible for setting-up the hardware. Some tweaking might be required to the existing laptops or desktops, but this isn’t demanding.

Software Capital Expenses

Your existing network might not be capable of handling increased consumer volumes. When upgrading your customer responses, you might need to install expensive software packages. Usually, software solutions include a hefty licensing fee. Cloud-based functionalities are rather simple. Here, the vendor takes care of the registration and licensing, leaving you with the responsibility of merely using the installed programs. You can personalize the usage levels and demand extra software capabilities. This impacts your monthly rental.

In-house set-ups often require large-scale, annual upgrades and might suffer from cyclical defects. This can lead to significant expenses and downtime. Being on the cloud means your vendor is responsible for providing the required services, inclusive of maintenance, repairs, upgrades, or modifications.

Disaster Management Expenses

Disaster prevention and management might not look like a major expense, but its installation and efficient working can take a serious toll on your organizational budget. On-premise management can include off-site maintenance too. This can be an additional cost where applications, hardware, and data need to be duplicated for an off-site workplace. However, cloud-based vendors need minimal inputs to duplicate your existing data infrastructure at remote locations. Similarly, cloud-based vendors offer packages where data recovery and backup, along with contemporary security measures, are often a part of standard offerings.

Maintenance & Operational Expenditures

Cloud deployment doesn’t present any operational expenditure. There is no need to employ qualified professionals for daily usage or for maintaining the cloud-based infrastructure. With a monthly billed, usage model, you have the liberty to scale up/down the services in accordance with your budgetary restrictions.

Most cloud-based vendors incorporate gradual, smaller software tweaks rather than a time consuming, major upgrade. This prevents downtime due to software issues. Some vendors might even appoint a weekly visit where a qualified IT professional spends a few hours at the client’s office. The idea is to provide hands-on assistance with frequently-used applications and understand the kind of customization needed by the contact center. The installation period and learning curve for a cloud driven IT infrastructure is negligible. Vendor sourced cloud solutions usually offer 24x7, round-the-clock support through the Web and telecalling.

Choose Wisely

We hope that you are not misled by the promise of saving enormous amounts of money. Yes, cost reductions are at the core of cloud-based contact center solutions, but they shouldn’t be the only consideration. When evaluating different cloud solution vendors, pay attention to the kind of security features on offer. Explore the kind of liberty offered when opting for additional users and growing data requirements. The proposed procedure of cloud deployment should not pose a threat to the inherent systems employed at your workplace. It shouldn’t compromise employee privacy either. The deployment should be simple and deliver quantifiable outcomes.

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How Customer Contact Centers Are Going to Change Over the Next Few Years

Thanks to the credit crunch, companies have realized the need to adopt a customer centric strategy. However, contact centers are unlikely to undergo major changes over the next few years.

What are the possible changes?

Now that new and innovative products are making their foray into the market, we should definitely see an improvement in customer care. Several organizations have already turned to cloud-based systems to improve the performance of their contact centers. There are also many organizations that have not yet woken up to the challenge.

The problems facing the contact centers

The most important factor that is still preventing many companies from upgrading their contact centers is the lack of budgets. Another reason is that organizations have not yet felt the need to change. Contact centers have been around for decades and have established a certain way of doing business. They just don't feel the need to embrace change anytime soon.

It is true that all organizations now want to be customer centric, but very few have got the right technology and people in place to deal with an empowered customer. Budget constraints are another major problem. Most organizations allocate nearly 90% of their operating budget to run existing systems. They do not have enough money to invest in newer systems.

Furthermore, running a contact center is hard work. Agents can go sick and customer problems can go unresolved. As a result, call center managers do not have enough time to explore the market to see if new technologies or products are available. All of these factors prevent them from adopting change.

The slowly changing face of call centers

The biggest change so far is the adoption of VoIP technologies. Now nearly 50% contact centers use VoIP. However, this change is largely fuelled by a desire to reduce operating costs. What's more, those contact centers that use VoIP do not use all the available features.

Another area that witnessed growth is the deployment of automated tools like IVR. Unfortunately, these tools have not yet been able to significantly improve the customer service.

Contact centers of tomorrow

Things are unlikely to be all that different 3 or 5 years from now. Over the next few years, the most likely changes will be the investments in VoIP technologies. There will also be some workforce optimization.

The two things that give hope to people expecting a sea change in customer care are the rise of cloud solutions and the increasing empowerment of the customer. Most companies now realize the need to improve their customer service. This will definitely encourage companies to invest in technologies that support multiple channels.

Gone are the days when letters and telephone were the only tools customers had at their disposal. Now they can contact the support center via multiple channels including text messaging, chat, and video. Applications that can personalize web-based interactions will also be popular in the future. There will also be an increase in the number of companies using smart desktop and web-based systems.

As we have already seen, the biggest change will be the adoption of cloud-based VoIP solutions. When companies use cloud systems, they do not have to invest in expensive hardware and software. Using a cloud-based solution is as simple as using a traditional web browser. As a result, agents and customers can use them easily.

Social media

Customers are increasingly taking to the internet to voice their complaints. Tools that allow companies to integrate social activity to their customer handling strategies are also likely to be popular.

In short, customer contact centers are unlikely to change much during the next five years or so. However, customers are more likely to receive better service.

Some Basics of Cloud Telephony

Many people have heard about cloud computing and cloud telephony, but very few people understand what they are.

Cloud computing is all about accessing your data via the internet. You will have to pay a pre-determined recurring fee to use the service. When you use cloud computing services, you do not have to invest in expensive hardware or software. This makes these services cost effective and convenient.

What is cloud telephony?

Cloud telephony is another cloud based service. It uses voice over IP technology to deliver telephone calls over an internet connection.  Since cloud telephony runs on hardware owned and maintained by the service provider, businesses using this service do not have to invest in expensive conventional telephone equipment like PABXs. Of course, they have to pay a monthly subscription fee for using the service.

Great call handling features

VoIP is no longer about making free internet calls. Most cloud telephony service providers offer great call handling features including auto receptionist, call forwarding, music on hold, dial-by-name, parking, and screening. As a result cloud telephony allows SMEs to enjoy call handling capabilities that were formerly only available to large organizations. These call handling features also allow organizations to unify their physically separated staff.

Stay connected no matter where you are

Since calls are made over the internet, the physical location of employees does not matter. They can attend the calls no matter where they are. All calls are sent to a single landline number and then get routed to different employees. As a result, the caller gets the impression that all employees are in one place.

Cloud telephony services can deliver calls to cellphones. You may be running your small business almost exclusively from your mobile phone. This can give your callers the impression that your business does not have an office. When you use cloud telephony, you will get a landline number. Your mobile phones will then act as extensions of your landline number.

Cloud telephony also allows your staff to communicate better. They can, for example, call one another by dialing extensions. If they are at their computer, they can use the click-to-call feature. Cloud telephony also allows your employees to set up free conference calls.

Ease of use

Cloud telephony services can be easily set up. By contrast, if you use a traditional telephone system, you will need someone with consider technical skills to install it. This system will also need regular maintenance. Since cloud telephony uses equipment owned by the service provider, you do not have to purchase any costly equipment. In other words, when you use a cloud based service, you can reduce operating costs.

There is yet another problem with traditional telephone systems. As telecommunication technology is developing at a fast pace, these systems become outdated in months. By contrast, cloud service providers keep their equipment and technology at state-of-the-art level.

Huge savings

Since delivering phone calls over an internet connection is much more cost effective than leasing traditional phone lines, service providers can pass the savings on to their customers. In fact, an average customer who moves to cloud telephony can save up to 60% on line rentals and call costs. Better still, there is no compromise in call quality.

When you use cloud telephony, you will be able to provide better service to your customers. It also makes your staff more productive. There are obvious cost advantages, too.

 

How to Offer Superior Call Center Service

It always makes smart business sense to give high quality customer service, especially in tough times. We’ve listed some proven principles that you can use for improving your customer service quality.

Understand that customer expectations change

Your customers’ expectations are likely to rise and change over a period of time. What worked last year might not be good enough at present. Use interviews, focus groups, and customer surveys to figure out customer needs accurately. Try to understand their thoughts regarding what they feel they’re not getting from your business.

Use superior customer service quality to get an edge

Even though your products are great and your delivery systems efficient, it’s quite likely that your competitors’ offerings are great too. So how can you get an edge? Make a long lasting difference through personalized and responsive customer service quality. Customers should feel that you’re ready to go an extra mile for them and they’ll appreciate you for it - and not forget about it soon.

Improve customer service quality in a sustained manner

Try to go beyond basic service levels and pleasantly surprise customers with the interactions they wish for but don’t really expect. Generally determine your industry’s customer service quality and figure out how you can offer something better. Offer more options and flexibility than is normal. Try to be above average in terms of delivery speeds and product warranties.

Your customers will appreciate your high standards. Eventually, competitors will also match the steps. So keep up the pace and try to step up service quality in a sustained way.

Strike the right balance

Try to manage customer expectations in the best possible way. You need to strike a balance between their expectations and what you can deliver.

A great way to do so is by creating a good reputation. Make clear promises and deliver accordingly. Once you have your customers’ trust, even when you cannot service requests right away, they will be willing to be patient most of the time.

Make amends effectively

Things may go wrong sometimes. In such cases, try to quickly set things right and demonstrate high quality customer service. Display sincere concern for any inconvenience or frustration. Go a step ahead with something positive like a gift or a discount coupon for future use.

Treat complaining customers as business building aids

It’s a fact that customers having complaints can offer new insights to your business. They point out the faulty areas of your system and weak, problematic procedures. Through them, you know which of your products and services are below par.

They prove to be vital aids to building a strong business by highlighting areas in which your competitors score better or your staff is lacking. You can regard complainers as free consultants who help you raise your customer service quality!

Take responsibility

Blaming other members and departments for shortfalls does not help. No point blaming computers, the budget, or the system either. In fact, this makes things worse. The customer is not interested in your internal problems; he wants a solution to HIS problems. Just focus on ending your customer’s pain as soon as possible and make the required changes.

Common Myths Related to Small Contact Centers

In the world of contact centers, bigger centers are in a position to offer visible benefits like a potential for voluminous sales and better profit margins. Most vendors look towards these for solutions and the small to medium enterprise (SME) contact centers get afterthought and hand-me-down products.
We thought it might prove useful to discuss some misconceptions existing in the market in the context of small contact centers.

Small contact centers are small just because of their size.

This is not true. Small contact centers face a unique set of business challenges. Their rewards are measured differently too. They need to be managed with much fewer resources than their larger counterparts. Their functional operations are also quite different.

Having a smaller workforce facilitates more training activities.

Large contact center solutions often require comprehensive training. It is imparted to all agents in a systematic manner. In contrast, smaller contact centers require most of their agents to play multiple roles. This leaves them with very little time to get formal training.

The SME contact center workforce needs solutions that are intuitive, easy to administer, and quick to implement. Big contact centers have specialized personnel while SME contact centers have many generalists.

It’s easier to manage problems in small contact centers.

The quality of customer service expected of smaller contact centers is much the same as that of larger ones. No direct correlation is possible between the number of agents and the volume of problems.

In fact, the many hats that an agent is required to don makes handling problematic issues even more challenging.

You can remove features from large technology solutions and sell them as small contact center solutions.

Though this tactic is commonly adopted, the end result hasn’t gone down too well with members of the SME contact center industry. The products appear more as token efforts with many gaps instead of being specialized ones.

Small contact centers cannot offer customer service on par with large contact centers

Enterprise size is irrelevant. Contact center organizations of the smallest size can largely impact businesses of all sizes. What’s critically important is maintenance of customer goodwill.

Challenges faced by SME Contact Centers

According to the manager of an SME contact center which services relatively large companies, the biggest issues they face revolve around technology solutions. She said that almost all the solutions available at present are very big, very cumbersome and very high-priced. It’s not possible to scale them as required so options become really limited. They do need similar resources, but smaller dimensions are required.

She said they also faced training issues related to new technologies and products. There weren’t enough agents to handle calls and putting them through intensive training was not possible. The team needed to depend largely on its own creative thinking abilities.

In conclusion, you can say that there’s definitely a market for specifically designed solutions for SME contact centers. It’s time the market stepped up to fulfill this need.

A Conference Call (in Real Life)

Does your Mobile Marketing Campaign Comply with the Latest TCPA Regulations?

You may already be aware that in the year 2012 the Federal Communications Commission revised the Telephone Consumer Protection Act (TCPA) with the objective of adding new guidelines to protect the interests of mobile wireless consumers. These regulations have been in effect since October 16th, 2013.

The revised TCPA presents both challenges and opportunities for mobile marketers. According to the new guidelines, marketers cannot send autodialed text messages for advertising purposes without the express auditable and written consent. Of course, this is not good news for mobile marketers. But before you press that panic button, remember that the changes also present a great opportunity to launch a smarter and more creative marketing campaign. 

If SMS is an important part of your cellphone marketing strategy, you will definitely want to explore newer and more effective ways to encourage more and more people to subscribe to your messages.

Make it fun and relevant

Depending upon the scope and nature of your campaigns, you may have to re-opt potential consumers. If you intend to include other advertising methods in addition to this campaign, you will probably have to do a double opt-in. This can sound daunting. But it is also an opportunity to start fresh.

What you need to do is to launch user friendly mobile opt-in campaigns to allow consumers to express their interest by giving you their phone number and/or email address and permission to send messages to them. Remember that quality and quantity are not always mutually exclusive. You cannot expect consumers to opt-in if you do not give them something of value.

Offer content to gain consent

Under the revised TCPA guidelines, a straightforward web page can serve as written consent. This allows you to easily leverage existing resources. Offer a free app, a song download or movie clip to encourage consumers to opt in. Include a checkbox and your terms and conditions in straightforward language. When consumers check the box, they also agree to receive your text messages at the cellphone number they have provided.

Target recently tested the efficiency of this method by allowing people to download a song for free. People who were interested in downloading the song had to call a certain number to receive a message that contained a link to a landing page. The campaign asked them to check a box and reveal their email address before they could download the song. This strategy enabled Target to quadruple consumer engagement.

Launch contests and sweeps that pair social and mobile

The revised TCPA guidelines are not applicable to one time campaigns where you ask users to call or text a number to receive a message that includes a hyperlink to download a song or an app, a sweeps entry, or a single coupon. These campaigns are exempt provided that they do not contain additional advertisements. That means by adding sweepstakes to your existing marketing efforts, you can reap rich benefits. Sweepstakes can be implemented pretty easily. They are also a great mechanism to measure the efficacy of your media placements.

Here is how Wendy took advantage of this: To promote their new sandwich launch, Wendy offered their customers several prizes for uploading a video clip shot with a mobile phone. They launched a mobile-optimized website for the campaign, included a hashtag and allowed participants to upload the video on Twitter, Vine, or Instagram. The participants had an opportunity to win an American Express gift card worth $6,000. The campaign was hugely successful.

There is a certain degree of ambiguity and uncertainty around recent regulatory changes. But launching marketing campaigns that comply with the guidelines are not all that difficult.

 

5 Key Metrics that Customer-Centric Support Centers Need to Measure

Contact centers need to measure what matters rather than what moves. It is a well-known fact that customer influence is now at an all-time high. Contact centers can no longer rely on metrics such as Average Handle Time and Number of Calls Attended per Hour. Of course, such metrics might have been important until a few years ago, but now customer care has changed dramatically.

Today's customers demand quick and stellar service. A quick response is appreciated only when it is delivered in a personalized and professional manner. In addition, you have to carry out what you have promised to do.

That said, straight productivity measures such as AHT are still important. For example, these measurements can be used to identify training and workflow issues.

However, customer contact centers that understand the need to provide top notch customer service have shifted their focus to 5 far more effective metrics.

Service Level

Your contact center needs to be accessible. Accessibility problems will definitely frustrate customers and often determines the tone with which they interact with the customer care agent. The number one accessibility metric has always been and will always be Service Level (SL). It reveals the percentage of calls that were answered in a specific time span usually measured in seconds.

Service Level is a more accurate accessibility metric than the Average Speed of Answer (ASA). Since ASA is an average, managers may wrongly assume that customers have difficulty (or no difficulty) reaching an agent promptly. For example, ASA of 30 seconds doesn't necessarily mean that all callers had to wait 30 seconds to talk to the agent. Many calls were answered in much less time. Several callers had to wait much longer.

First-Call Resolution or FCR

FCR plays a huge role in determining customer satisfaction, costs and agent morale. Studies have revealed that customer satisfaction decreases by 35-45 percent when they have to make a second call for the exact same issue. However, accurately measuring FCR can be difficult. Contact centers ought to strive to measure this important metric as best as they could. They also need to equip agents with all the techniques and tools they need to improve FCR.

Contact quality and customer satisfaction

These two metrics are intrinsically connected and the most successful contact centers measure them properly. You cannot measure contact quality without incorporating the customer's perspective into the equation.

The best customer care organizations measure their agents' quality scores using a combination of customer ratings and internal compliance results gathered from the post-contact customer satisfaction surveys. This comprehensive approach allows the contact center to gain a more realistic view of Contact Quality. This will not be possible if only internal monitoring was used. What's more, this approach allows the contact center gather critical customer satisfaction data.

Employee Satisfaction or E-Sat

Those who ignore the importance of employee satisfaction as a vital metric may find it difficult to achieve customer satisfaction and cost containment. There is an important relation between agent satisfaction and their performance. If customer agents are unhappy with their work, you can’t expect them to make customers happy. Any failure to improve employee satisfaction will lead to bad customer experience and high employee attrition levels. Both factors can increase the costs for a contact center. Smart centers typically survey their staff through a surveying agency at least one or two times a year to find out whether they like their job.

Tech Support Teams – Can’t Live Without Them

You might think that “tech support” involves some lowly and dismal tasks. People in this department have to deal with irate, screaming voices. They’re sometimes aware of how a problem can be resolved, but cannot do so because they don’t have the required authority.

Tech support jobs are for the poor slobs without alternative job prospects, true? If you think so, you’ve got your tech support concepts upside down. You're overlooking important channels for sales, marketing, and product development.

Your company’s unexpected face

Most of us have been jarred by a person’s voice not matching his picture at some time. A similar thing can happen when rosy things depicted on your company website do not hold true. You keep your home page as your company’s public face. But do things stay in tandem when you actually start speaking?

Tech support is possibly the single human interaction most customers will have with you. Can you leave this task to the least paid, least-qualified and worst-treated employees?

Tech support generates sales

One tends to think the reason for having a tech support team is to answer questions and sort out confused people. But we feel that the objective of tech support is making customers do a fantastic job which involves your product.

This implies that you don't simply help them find a menu command–you try to figure out what they’re trying to achieve and assist them with it. You don't simply apologize for a missing feature – you suggest a workaround.

When you enable your customers, you’re not simply adding value to your product – you’re enhancing your entire company’s image. If you help your customer become awesome, he’ll pay you to stay awesome always. Now doesn’t that increase sales?

Good tech support - a pleasant surprise

Most people have negative things to say about tech support. When you want to know how fonts are changed, they ask you to restart the computer. If you want your billing address changed, you’re presented with three products you could buy. And other things like navigating complex menu options, waiting long periods and typing the same serial number multiple times.

A pizza supplier can earn bonus points if he delivers an unexpected free box of garlic bread with your pizza. Similarly, when tech support surprises a customer pleasantly with something additional which benefits him (not you) he’s going to be happy. He might post great tweets about your service, start following you on social platforms and encourage friends and followers to do so too.

Oh gosh! It looks like tech support has better social media outreach than your regular program of hiring interns to post gracious comments on blogs randomly. Does this surprise you?

It has been said that the best way to reach a customer’s heart is to under-promise and over-deliver. Most people don’t expect much from tech support anyway! Agreed super-fabulous tech support is great, but even merely acting like a human being puts you ahead. Answering an email with a support executive’s name at the end works better than sending an automated response.

Why give up such easy opportunities to make customers happy? Pleasant surprises are quite rare in business and if your company gets a reputation of giving them often, don’t you stand to gain?

The Changing Face of SEO in 2014

It looks like SEO finally matured in the year 2013. The year witnessed nearly 500 algorithm changes. While keeping pace with these updates was both confusing and frustrating for some people, others seem to have gained valuable insights.

The rapid pace at which Google launched algorithmic updates in 2013 suggests that SEO experts need to shift their focus from keywords to content.

Secure search and its impact on SEO

In September 2013, Google made 100% search keyword data "not provided."This finally forced experts to reconsider their strategies.

SEO changed for good in 2013. While Google has been trying to reward good content for a long time, the search giant's Hummingbird update released in 2013 reiterated the need to create great content that users would want to like and share.

Google's Panda update in 2011 clearly indicated that it was shifting its focus to content. The gradual increase in 'not provided' keywords also suggested a shift to a ranking model based on content. When Google made all keyword data 'not provided', it made adapting to change a necessity rather than an option.

Is SEO dead? Many marketers still seem to believe so. There are also some marketers who believe that while SEO has changed, they do not have to change the way they work. These are dangerous perceptions.

Before Google made all searches secure, online marketers had access to traffic and conversion rates data by keywords. That data is no longer available. That means you need to shift your focus to other areas. Rank checking tools have also lost their importance.  In 2014, if you really want to reap success you will have to move from old tactics to new tactics and you will have to implement them across your pages, search, content, and social channels.

Future SEO

The Hummingbird update puts a renewed focus on great content. Also, secure search made it necessary to measure business performance at a page level. Now you have to make the pages on your site, the pillars of your SEO. You can still pull relevant data from your analytics software at a page level and it is still possible to know which pages bring in visitors.

Integration of multiple channels

A lot of factors including search, mobile, social, local, and global determine your position in SERPs. The truth is that now you can't afford to ignore any of these channels. While keyword data is no longer available, achieving a greater rank for your page is still essential. You also need to measure rank and conversion by the type of the device because they vary on phones, tablets, and desktops.

In 2014, you will have to approach your content the Hummingbird Way. Ultimately, it is the content that attracts visitors. That requires analyzing your content at a page level. You also need to integrate and work with Google Webmaster Tools to correlate your keyword and page data.

All Data is Connected

In 2014, you will have to use more and more sources to get a complete picture of how your SEO efforts are performing.

You will have to utilize all data at your disposal. Use multiple sources like Google Analytics and Majestic SEO. You can restore keyword visibility to a certain extent by utilizing your Webmaster Tools data. And by integrating data pulled from different sources, you can still create keyword reports.

Conclusion

It has become imperative for online marketers to adapt to change. Search optimization has always been and will always be the most predominant factor in online marketing. If there is anything that has changed, it is people's perception of SEO.

Profitable Blogging with Increased Affiliate Income

So you have a blog and are trying to make money via affiliate marketing. Haven’t seen a decent share of success?  We’ve done reasonably well, so we'd like to share some practices that we've followed over the years.

Don’t rely only on the sidebar

Under-monetized blogs often have lovely ads in the sidebar, but sales don’t pour in. We’ve seen that sidebar ads result in the lowest sales compared to other affiliate advertising methods on my blogs. So, if that’s your blog’s sole affiliate marketing method, you need to make some changes – right away. 

 

Start micro-tracking regarding what brings in sales

You can track affiliate links on the basis of their placement using SID codes. These codes are parameters related to your affiliate links which track performance. You may track display ads in the sidebar using “sidebar” as the SID code and affiliate links within reviews using “review” as the SID code.

This helps you make more money because you get information regarding ads and links that work and those that don’t. It also enables split (A/B) testing for finding out the display ads which work best for the specified audience.

Offer solutions

We agree it’s great to post awesome, new ideas on your blog which will make you stand out from the rest. But when we’re looking at affiliate income, We've found that understanding the audience’s existing problems and resolving them has contributed to a large part of my revenue.

When you offer solutions and create affiliate links to products or supplies required to execute them, you’re sure to strike affiliate gold. There are some good, free tools that can help you know the questions, needs, and problems of your audience. 

Don’t overlook SEO

Search engine optimization is powerful so make sure you don’t ignore it. You need not be a hyper aggressive SEO expert. Just make sure your blog follows the basic SEO best practices. As readership increases, you’ll get links, authority, and social signals. When page SEO is good, you can utilize these to the best extent possible.

Each post should not attempt sales

Don’t appear greedy or desperate. If your blog comes across as an extended and repeated sales pitch for each product, your readers will get alienated.  And no readership equals zero sales. It’s important to understand the difference between recommending products and selling them.

We make it a point to post a few genuinely useful posts which don’t have review focuses between those that do. By being helpful, you increase readership, and subsequently sales.

Write in depth reviews of appropriate products

We think reviews are the best way to generate affiliate income from a blog. So try to make them meaningful. Recommend products that you love, and use and show proof that you actually use them. Offer details about both pros and cons. Ensure you mention how a product solved a problem or fulfilled a particular need.

Though products mentioned need not have exact relevance to the blog topic, they need to have relevance for readers. For example, if yours is a cooking blog and the audience comprises of mostly women and many of them have kids, then advertisements of the “Mommy” kind won’t be too off the mark.

Build mailing lists

Once you’ve got people on a site, you must try to get their email addresses. Email is a great way to remind people of your presence without needing to find them again. This also becomes an additional channel for making affiliate recommendations.

Simple Guidelines to Boost Your Social ROI

You can effectively connect with potential customers via social media, but only when you make use of it in the correct way. A survey conducted by a business community resulted in the finding that though more companies engaged in the use of social media in the year 2012 as compared to the preceding year, only about 40 percent got an actual return on investment.

Here are some simple steps that can help you get maximum benefits from the money and time you spend. These easy-to-apply approaches can help in increasing both efficiency and engagement:

Organize your social profiles

The Lightspan Digital (Chicago) President, Mana Ionescu, is of the opinion that small businesses often waste considerable time arriving at a perfect post or tweet. To save this time, her agency came up with Daily Social Media Workout, a tool which included some specific tasks, like re-posting a couple of good tweets and sharing pictures, so action plans can be formulated and best practices learned alongside.

Gateway for Cancer Research, an institution placed in Schaumburg, Illinois, managed to increase their fans on Facebook by over 160 percent in 8 months using the tool and working regularly on social media. It also saw a four-fold increase in the number of followers on Twitter. Marketing specialist at Gateway for Cancer Research, Ashlee Landis, said the tool encouraged working smarter in place of harder. She used the list every day to find content efficiently and post details that were likely to engage followers and fans resulting in a saving of 3-4 hours weekly.

Coyote Logistics got similar results by making use of the tool for topic and organization coverage. Within a period of 18 months, the company without a previous social presence had 2,300 followers on Twitter and over 2,400 fans on Facebook.

Use tools for time saving and efficiency

Social media manager of Fusion92, Arlington Heights, Illinois, John DeLuca, feels the use of free scheduling tools can help businesses set up tweets, pins and posts in advance to make sure accounts don’t get neglected when days are busy. Tools like Hoot Suite enable users to see multiple network streams simultaneously so they can track posts from various platforms easily. DeLuca also suggests using Feedly and Netvibes as RSS readers for quickly organizing content for online sharing.

Strategically offer a freebie

Rather than spending large amounts on direct mail pieces which normally have a low rate of conversion, Joe Chura, advised a client Fisher Auto at Boulder, Colorado to offer oil changes for subscribing to the company’s email and posting Facebook "Likes". Chura, CEO at Launch Digital Marketing feels that both exposure and revenue can be increased by investing money in online giveaways.

 

There was a 30 boost in Facebook likes, which resulted in $2,700 worth of free oil changes, but there were $6,000 of additional sales during the visits. The promotion campaign was ready in a few hours as compared to the several weeks required to put together direct mail pieces. Chura is of the opinion that people need to offer their most popular services or products as freebies since this would probably create maximum interest in the brand and promotion.