8 Local Communication Bridges and 4 Experts to Help You Build Them

“They weave a web of reciprocity, of giving and taking. In this way, the trees all act as one because the fungi have connected them. Through unity, survival. All flourishing is mutual...all are the beneficiaries of reciprocity.” — Robin Wall Kimmerer, Braiding Sweetgrass: Indigenous Wisdom, Scientific Knowledge, and the Teachings of Plants

Local business communications options are rapidly expanding, and customers are trying to reach out to your business for help in many ways. Simultaneously, any local business you're marketing has multiple options for initiating welcome outreach. Where can we look for inspiring models and methodologies to help us build communications bridges with the communities we serve?

The model of nature relies on abundance and connectivity. Instead of standing alone, one tree is connected to all the others in its forest via fungal bridges, through which trees provide carbohydrates to mushrooms, and they return the favor with water and minerals. Reciprocity in our digital marketing scenario consists of a business offering something people need while throwing open as many doors of communication as possible. Meanwhile, the consumer contributes their money, time, feedback, loyalty, WOM referrals, and even user-generated content.

It’s a very different model than artificial scarcity, which underpins monopoly, arbitrarily limiting things humans need and creating hardship instead of sharing. Think of agonizing automated phone trees vs. well-trained live customer service representatives, and you’ll feel the difference in your gut.

Do you find nature’s model to be the more inspirational of the two? Let’s apply it! Google says searches for “local” and “business” grew by an astounding 80% last year as communities earnestly sought reconnection in changed circumstances. Customers truly want a relationship with your business.

Let’s look at technological bridges for facilitating relationships with people you want to serve. We’ll chat with respected experts including David Mihm, Aaron Weiche, Claire Carlile, and Ellen Dunne and equip you with tips for becoming the most connected local business in town.

8 ways to connect with modern local business customers

Evaluate each of these local business communications bridges to find the best fit for each local business you're marketing.

1. Texting & messaging: winning right now

91% of consumers are interested in texting with you. To learn more about this mode of customer communication, I caught up with my friend Aaron Weiche, whose new business texting and messaging app Leadferno could lead the way in making this technology accessible and simple for local brands at every level. 

When I asked Aaron to describe the goal of his startup, he emphasized that “win right now” is a key objective for brands considering SMS, and summarized three basic concepts:

“Conversion: Our goal is to make having conversations easy and fast. Having an always visible CTA during your web experience attracts more conversations. By offering text messaging to website visitors, they gain a known and trusted channel to ask questions, gain confidence and convert to a customer.

Efficiency: Leadferno lets you manage your SMS and Facebook Messenger conversations in one place (GMB messages by fall 2021), giving the business one interface for multiple channels. We’ve layered on time-saving tools like shortcuts to saved replies, scheduled messages, and conversation reminders to shave minutes from conversations for both the business and the consumer.

Organization: Businesses miss so many leads in their email or voicemails by not being able to organize them, track their status, assign them, or ensure it’s tied off. Leadferno brings a set of tools and cues so that you stop missing leads and opportunities to help your customers.”

Aaron added:

“Today’s consumer has growing expectations in timing as they have many options at their fingertips (or search results). If you want to win that business, you better have tools to win right now…or your competitor will.”

I concur that now is the right time to start messaging with local customers, and Aaron offered these stats, which underscore this interesting moment of opportunity:

• 78% of consumers wish they could text businesses

• 66% of consumers would actually pay more for something if it was supported by a mobile messaging channel 

• 69.4% of consumers are extremely likely or likely to interact with a business for customer service via text. Another 24.4% were a maybe with just 6.2% being unlikely.

Finally, Aaron offered some tips for brands to be successful with this communications bridge:

“Embrace text messaging as a two-way channel, not another blast or campaign. While these might have their place, consumers really want quick answers on a channel they already use more than any other (phone or email). Texting is where the customer is…go to them! SMS offers a quicker conversation for both sides. Text messages are quickly seen and read, allowing for short cycles of responses. Use SMS to help prospects and customers faster.

Market that you offer text messaging as a channel. While I feel we will arrive at SMS as an expectation when we see any phone number, you want to use it as a benefit to working with you now. Placing 'you can text us' on your website, landing pages, and traditional marketing lets customers know you have an easy channel to access you.”

Considering the statistics surrounding texting, I’d say that nearly every local business should simply be saying “sign me up!” at this point.

2. Google My Business Messaging: built-in visibility

Aaron mentioned that Leadferno will start supporting Google My Business Messaging later this year, and it’s an option you should be carefully considering now. 

With Google’s dominance of local search, anything they develop has built-in visibility, so I reached out to my friend Claire Carlile to see how early adoption of this function is working out for local business clients of Claire Carlile Marketing. I was eager to hear whether the clients she’s implemented this for were actually getting leads from it, and what the volume of messages looked like. She explained:

“Yes, they are getting leads! I have stores, attractions, therapists, campsites, and event providers with messaging currently turned on. Volume of messages is very variable. One client, a wine store, can have a few a day, and the others maybe only a couple a week.”

This sounds both intriguing and manageable for almost any business, but I asked Claire to share some field notes with me based on her early experience with this feature, and from client opinions while using it, because it might not be right for every local brand. She mentioned:

“Ultimately, if the client is keen and has the resources to manage messaging, we've found that it's worthwhile to turn it on. I'd be reticent to turn it on for a customer who was consistently struggling to manage communication channels, as it's a poor customer experience to message a business and not get a reply. All clients have personalized the message that is seen when you click through to message a business — something like 'please do message us here and we'll get back to you as soon as we can. If your enquiry is urgent please call on...Thanks!'”

Claire offered some additional words to the wise:

“One client had messaging turned off by Google because they did not respond within a 24-hour timeframe. The UI is potentially confusing for both business and people using messaging — it's easier for a business now that they can turn messaging on and off via the GMB app AND the GMB dashboard on a desktop. I've found that if you enable notifications in messaging in the GMB dashboard on a desktop, there don't appear to be any notifications.”

So, we’ve learned that Google hasn’t perfected the UX of this feature, but that it can deliver leads for the right businesses with adequate resources for responsiveness. Now is a good time for brands you’re marketing to weigh whether inviting Google into conversations with customers will be a win.

3. Live chat: recreating in-store assistance experiences

Like many of you, I’ve been keeping a close eye on the intriguing rise of Shopify, and I was thrilled when Senior Product Lead Ellen Dunne made time to talk with me about trends and tactics surrounding Shopify’s live chat feature. 

I started by asking her for some basic statistics about the benefits of implementing website-based live chat, and was fascinated by what Ellen shared:

“During the COVID period, we saw chat volume increase 85%. As a result, merchant sales revenue attributed to chat increased 200%. A great example of this comes from London homeware brand Earl of East when they had to close the doors of their retail store. They learned a new approach to foot traffic: thinking digitally. They realized that if customers would leave their website because they didn’t get a question answered, it was the same as a customer walking out of their shop. They added chat to their online store, and saw the value of having knowledgeable staff chat with customers to make sales and turn a one time shopper into a loyal customer.

There is a strong consumer trend to shop local. When customers can reach a merchant in a chat and connect with a human, an authentic connection is made. The customer is 70% more likely to make a purchase, then to refer friends, come back for subsequent purchases, and so on. The customer relationship is so essential for small/local businesses and we have really seen chat as an invaluable tool for accelerating those relationships and driving sales.”

As for top tips for maximizing the potential of live chat, Ellen noted:

“It’s not surprising that there is a direct correlation between response time and sales. 10% of customers who initiate a chat from the online store will make a purchase, which is already an impressive conversion rate. That number goes up to 17% when the merchant responds within five minutes. Timeliness is key. Next, understanding that chat is a really effective sales tool is important! Ask the customer the right questions to get a better understanding of what they are looking for so that you can make specific product recommendations and share products right in the conversation. Don’t be afraid to offer a discount if the customer has a high cart value or you feel like it might nudge them to make the purchase now. If merchants can recreate the in-store shopping experience for customers through chat, it works really well.”

Finally, I wanted to take the time to ask what it is about Shopify’s offerings that are contributing to the popularity of the company and of features like its live chat. Our search industry can be very choosy about praising software, and it stands out to me that I’m continuously hearing praise for Shopify from so many colleagues. Ellen mentioned these benefits and strategies winning favor with their customers:

“1. Chat where people shop. We believe that chat is a tool to help merchants convert more of their hard-earned traffic into sales. Shopify Chat is free, and can be set up on a merchants’ online store in just a few clicks. It also pulls in all chats from channels like Facebook and Apple business chat so all your conversations are in one place.

2. Focus on conversations that lead to sales. Make it easy for you and your team to focus on conversations that lead to sales by using frequently asked questions and reply templates to speed up response time. Automated order lookup through our chat bot can handle conversation volume, which frees up a merchant’s time to focus on pre-purchase conversations that have a high likelihood to result in an order.

3. Give visitors a personalized shopping experience. You can see what customers have in their online shopping cart while chatting with you, and the total cart value. You can use this context to help you prioritize a fast response, anticipate a customer’s questions, or give them additional guidance that you know might be helpful on sizing, materials, etc.”

If the local brands you’re marketing have made the O2O leap as a result of the pandemic, don’t overlook live chat as part and parcel of e-commerce. Holding customers’ hands, even at a distance, is a generous and smart strategic choice.

4. Email & email newsletters: consistency is key

Email was invented in the 1970s, and I’ll take it as a given that any local business owner or marketer reading this knows that responding to customers’ support request emails in a timely manner is basic to customer service at this point. But what we hear less about is the power of communications initiated by the brand, namely newsletters.

I know I’m not alone in having read more brand emails during the pandemic just to understand what was happening with businesses I support, and I wanted to sit down with Tidings founder David Mihm to ask my good friend for the latest happenings, stats, and tips for seeing success with newsletters. David said:

“I highlighted a number of (I think) interesting stats in my Whitespark Summit presentation last year — probably the most interesting was Mailchimp’s analysis of the impact of send frequency on open rates:

To me that suggests at LEAST through the end of the COVID pandemic, and possibly beyond, that businesses should be staying in touch with their customers on a once-a-week basis for maximum impact. That finding is validated by a much older Marketing Sherpa consumer survey."

He added:

"My top tip is to be consistent with your sending routine. Per the Mailchimp stats, the most effective businesses send emails to their customers at least monthly, and in many cases weekly. Email is most effective when it keeps you top of mind with your customers (in addition to being a direct transactional channel). Search for the 'mere presence effect' in psychology. Simply sending a once-a-year birthday email, and maybe a Black Friday discount, doesn’t really keep you top of mind. Beyond that, I’d say make sure you’re sending engaging content. What that content is varies by industry, but for many the 80-20 rule of thumb holds. That is, 80% of your emails should be educational/informational, and 20% of them should be promotional. There are a number of studies that back this up. Promotions might be the primary reason your subscribers sign up to hear from you, but if all you do is bombard them with discounts (which might also impact your bottom line), you could see a drop-off in engagement.”

While I had David with me, I also asked what has made Tidings successful, and he explained its customer-centric benefits:

“Our goal is to make it as easy as possible to share great content with your subscribers via email. For those local businesses who are active on social media, we pull in your existing social content by default, but even if you’re not active, you can just drop in bookmarked articles as you come across them and build a really engaging newsletter in seconds. We integrate with the major small business email Service Providers (Mailchimp, Constant Contact, ActiveCampaign), so you can just send to your customer segment(s) directly from Tidings — you don’t need to migrate your lists or set up new forms on your website.”

I’d sum up by recommending that if you’re considering starting a newsletter, be sure any tool you consider offers the types of conveniences David just described, and that you build a bridge readers love crossing to get to you!

5. Phone: pain points and pet peeves you can solve with people

You know what automatically raises my hackles like the spines on a disgruntled hedgehog? Robots, phone trees, and automated messaging blocking my access to human beings when I call a business for help. Microsoft found that being trapped by automated phone systems was the #1 cause of customer frustration linked to churn. Unless I’m dialing after hours or the business is one you wouldn’t normally contact by phone, anything other than fast access to a live person signals to me, as a customer, one or more of the following negative sentiments:

• This business doesn’t care about me and my experience contacting them.

• This business is too big to speak to me and has doomed me to shouting at a senseless robot.

• This business is too small/understaffed to answer their own phone.

• This business is inaccessible.

• This business is hiding from the public.

• This business replaced a bunch of their staff with robots, costing my fellow citizens their jobs and me the information and pleasure of learning what it’s like to interact with their team.

In short, I’m not reaching out to do business with a robot, so why am I being greeted and gate-kept by one?

Pet peeves and pain points abound, and the least digestible aspect of this is that it’s a problem brands have created for themselves in defiance of the basic tenets of good customer service (not to mention, good manners). In Why is Customer Service So Bad? Because It’s Profitable, Harvard Business Review found that:

“American consumers spend, on average, 13 hours per year in calling queue...a third of complaining customers must make two or more calls to resolve their complaints and that ignores the portion who simply give up in exasperation after their firstcall.”

This study suggests that by putting as many hassles as possible in the way of customers, companies have to pay out less in redressals, and if they have enough market share, they aren’t worried about resulting reputation damage. Most distressingly, data indicates that women, Black, and Latino customers are treated to the worst customer service hassles.

This may be someone’s idea of how to run a good business, but don’t let it be yours. Local businesses and monopolies are on opposite sides of this equation, and a well-trained phone staff can be an incredible differentiator between a business you’re marketing and its more uncaring corporate peers.

I’d bet my hat (and my hackles) that there isn’t an average American citizen right now who can’t readily empathize with consumer loathing for bureaucracy in phone UX, especially after a year of trying to reach government resources for vaccinations, DMV, unemployment, and a host of other stressful scenarios. Rescue your customers from that awful feeling of being disregarded by employing people to answer your phones — with excellent customer service as their absolute mission.

6. Google Questions & Answers: leads gathering dust

This pie chart capture from my original 2020 survey of US grocery stores tells the sad story of Google’s experimental Q&A feature, located within Google Business Profiles. The 50 top-ranked supermarkets I studied across the country had received 1,145 leads, requests for help, and other timely inquiries in the form of Q&A, but 86% of the markets were simply ignoring this content. My earlier research on restaurants surfaced similar neglect.

Some of my peers are starting to chalk up Q&A as a failed bridge Google tried to build because of lack of brand adoption (not to mention a preponderance of useless non-answers being provided by the public in the absence of any official response). I think there’s still reason to explore use of this overlooked feature for three forms of communication:

1. To post company FAQs as a means of having answers to common questions visible right on your Google listings. Even if you get zero queries from the public, you can do a one-and-done session of adding and answering your own top FAQs and walk away feeling good.

2. To capture leads. Walking away from Q&A queries that are clearly leads is as senseless as ignoring someone at your real-world customer service desk.

3. To demonstrate responsiveness. Google’s bridge may not be ideal here, but if you meet your customers on it with timely replies, you’re building the right kind of reputation.

I think one of the biggest challenges preventing businesses from using Q&A to its full potential is simple lack of awareness that the public is out there asking questions. Need a solution? Moz Local alerts you every time you get a new question on any of your listings, supporting your development of a reputation for superlative accessibility.

7. Google Posts: publication without blogging

Blogging isn’t right for every local business, although sources estimate that there are 600,000,000 blogs on the web and that 85% of B2C marketers utilize this form of publication. 

Read Chapter 5 of The Essential Local SEO Strategy Guide to determine whether blogging is right for any local business you’re marketing. If you decide a formal investment in this type of content isn’t a good match for a particular brand and/or its audience, microblogging in the form of Google Posts could still be a win for you.

Google Posts are a communications bridge you initiate on your end — either using the Moz Local dashboard or the GMB dashboard. They’re a form of publication that’s so easy to write, so there’s no reason not to experiment with them. They can do wonders for intent matching when you focus on topics customers are searching for, but to find out whether people are actually crossing the bridge you’re building with Google Posts, don’t miss Joy Hawkins’ tutorial on how to track them in Google Analytics and Google Search Console.

Focus your Google Posts on attention-grabbing topics of interest to your customers, use images (including images with text in them), and be sure they feature strong calls-to-action.

8. Telesupport: next best thing to in person, or, sometimes, even better

Check out Crate & Barrel’s virtual customer services and consider whether this type of telesupport is a good fit for a local brand you’re marketing. PCMag ran a good piece recently on the best video conferencing software, and after a year of celebrating family events over Zoom, think of the segments of your consumer base who have now gained a new comfort level with video-based communications.

We’re still in the early stages of this. A recent Biteable survey found that just 19% of businesses are using video as part of their customer service solutions, though 32% are now using filmed media for sales. Local brands looking to differentiate themselves have a limited time window for becoming early adopters of this technology in order to develop a reputation for multimedia accessibility before their competitors do.

Surveys indicate that the shopping public is eager for the return of in-store local business experiences when safer days arrive, but our taste for online convenience will not be soon forgotten. If there are elements of a business model you’re marketing that can be supported by video — like consultation, complaint resolution, or showcasing — there are many customers who would like to catch up with you online rather than fighting traffic to get to you. Even in more normal times, all of us have sick days, busy weeks, and downtime when we’d just prefer to stay comfy at home. Telesupport makes consumer-to-brand connection possible when it wouldn’t be otherwise, making it an opportunity worthy of exploration.

Customer service = conversation

Image credit: Mike Goad

Customer service — that make-or-break foundation of all local brands — really boils down to how good you are at sparking, facilitating, managing, and resolving conversations. If you can think like a glorious tree and span your neck of the woods with accessible communications bridges, you can go far towards resolving one of the oldest challenges in commerce.

As a local SEO, I read more consumer reviews than most people do, and an ever-present theme is that many customers fear businesses are in some way trying to rip them off. I see all kinds of anxiety and anger, often groundless, emerging in the way unhappy customers review businesses. I picture these reviewers sitting remote from the business, alone with their device and their unresolved complaints. Somehow, they’ve been left to brood on dissatisfactions, rather than encouraged to trust that if they speak up, they’ll be helped.

Let’s bring some photosynthesis into this age-old, stale situation. Imagine this same customer welcomed across many bridges: texting, messaging, live chat, newsletters, microblogging, humans on phones, humans on film, and all questions answered. It’s all as simple as talking + tech, and if you get it right, reciprocal benefits will follow. 

Earn customers’ trust by showing that you’re always ready to talk, and they’ll grow your business for you.

How to Make Newsworthy Content

Ahead of her MozCon Virtual 2021 presentation, Amanda Milligan walks through three components that can make your content newsworthy enough to attract links: data, emotion, and impact.

Don’t forget to grab your ticket to see Amanda's full presentation — A Live Guide to Finding & Filling the Gaps in Your Link Strategy — along with our other incredible speakers!

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Video Transcription

Hi, everyone. I am Amanda Milligan, the Growth Director at Fractl, and today I want to talk to you about how to make newsworthy content. My career has been in marketing and communications, but my degree was in journalism. So this is a topic that is near and dear to my heart. 

So my MozCon presentation is actually on how to perform a link gap analysis, which basically means how to find out who your competitors are getting links from and then how to brainstorm how you can get similar links. Well, when it comes to actually building those links, newsworthy content is the best way to do that. I'm going to talk to you about some of the elements that are really important in creating that type of content. 

Data

So first, data. Data is really crucial to this process because most of us do not have breaking news operations or full news rooms for our brand. We are not actual reporters.

This is not our full-time job. So we can't be just reporting on the newest thing that's happening. We almost have to create our own news by digging in and investigating topics that are interesting to us. 

Internal data

So original data is a great way to do that. You can start with seeing if you actually have any internal data at your company that would be of interest to relevant publications. A lot of companies overlook this aspect.

Obviously, you have to have permission to do so. But you might have information that would be really interesting. Or maybe you have an email list or an audience that's pretty active that you can survey or poll and find out some information that would be appealing to people. So that's a good place to start. 

Public data

Otherwise, there's public data available. The government alone has tons and tons of publicly available datasets that you can use and even combine different datasets to see some really interesting things.

An example of a combination of that is for our client Porch.com. We looked at information about how much different household chores, no, not chores, but home improvement projects cost, and then we surveyed people to ask how often they did those home improvement projects. We were able to see the cost of home improvement over many years of time. So that's an example of using two different datasets combining for new insights.

Surveys

Thirdly, surveys and other types of data collection are great if you don't have the answer and data yet. Maybe you can run a survey. Maybe you can scrape social media. Maybe there is another way. We've done germ swabbing. Anything you can do to collect data. Basically a good way to think about it is ask yourself a question that's interesting to you and would be interesting to your audience or think about what's interesting to your audience.

If there is no answer, ask yourself how you can find it. Then this piece will make the rest of the process exponentially easier, because when you go to pitch a reporter, you're going to say, "I have exclusive research, new data that no one else has really talked about before." That is hugely appealing to the media. 

Emotion

The second component here is emotion. Is what you're working on going to make somebody feel something? Now I actually have a sample headline down here from TechRepublic. This is actual coverage from a piece that we pitched.

It says: "Your Zoom background may not make you look as professional as you think." Now you read that, and you're like, "Wait. What?" We're all on Zoom. That's not good. So that has an element of surprise to it, right? The reason why I say to think about this, it comes sometimes inherently, when you're coming up with ideas, we all tend to think of things that are going to have some kind of an emotional resonance.

But if you think about this stuff from the beginning and you imagine maybe what a headline might look like or what's going to be the interesting takeaway from something, you can really focus in on the interesting parts of a project. You can also see here -- so this headline is from a survey that we did I believe — more original data. So they're able to say some new claim that they weren't able to say before.

So emotion. If you are not really sure which direction to go in, try surprise, focus on surprise, because a lot of journalists like to focus on things that are new and unexpected. Also we did a study many years ago, I think 2013, where we looked at all the viral images of that year, and we polled people on what emotions were most present.

Surprise was the most present one. So it's actually very prevalent in viral content. But we're not even talking about viral content. We're talking about anything that does well in digital PR. Surprise is a really great way to do that. So as you're creating a piece of content or a project, ask yourself as you're doing it, like what do you expect and did the results come back that way.

Obviously, you have to work with what the data gives you. But if you found it surprising, odds are someone else is going to find it surprising. Make sure that's highlighted in the results. When you pitch it, make sure it's highlighted in the body of your pitch. 

Impact

Thirdly, impact. Impact, it has some other names. Sometimes we talk about newsworthiness.

Prominence is one of them. Basically, is it actually affecting the audience? When a journalist decides what to write, they want to know: Does this impact my readers? How does this affect their daily lives? So if you look back at this headline example, TechRepublic, their audience most likely has been on a lot of Zoom calls in the last year or so.

So they know, when they saw this pitch, this is going to be interesting to a lot of people. This is more in the general audience bucket. You can do projects and I have another video about tangential content, which you can check out, that's along these lines. But you can think, "What impacts a wide audience?" If you're trying to get national news coverage or appeal to a pretty general audience, you have to think about what's going to impact a lot of folks.

What do we have in common? What is something that we're going to be able to all relate to? Or you can still apply this in a niche perspective. You don't always have to appeal everybody. But if you're going to do that, then you need to focus in and think, "How is this going to impact that specific person that I have in mind, that set of people?" If you're able to do that and explain in your pitch to the journalists I think this insight is interesting because XYZ, and they see that it has an impact for their audience, they're going to be more likely to cover it, because it's in their interest not only to get their audience to click on these stories but to inform them about things that they might be interested about.

In this case, it's that they might not look as professional as they thought. I put this headline here because it's an example of all three of these things. We often like to think we have our digital PR perspective involved from the very beginning of creating content. You don't want to have them separate. You don't want to create something and then have somebody pitch it later and have no idea kind of where it came from or why you went that direction.

Think about: What is it that we're trying to get out of this? What's the question we're trying to answer? If you have a thesis, is it correct? Are you proving it wrong? Those are going to be the interesting bits that are going to lead you to getting the coverage like this. So I went through a lot very quickly. The whole point of this is if you come up with something newsworthy, if it's appealing to a certain group of people, if it's original information, and it has a lot of emotional resonance, you're going to be able to pitch that to the media and hopefully get media coverage for your brand, which not only gets you brand awareness and a very authoritative positioning, because your brand is being mentioned alongside original research that your brand did, but also incredible backlinks, which again ties into the whole backlink analysis side of things.

SEOs are really always looking for ways to get excellent links, but you have to earn those links and you have to earn it through creating newsworthy content. So thank you so much for joining me today. I really appreciate you taking the time and best of luck out there.

Video transcription by Speechpad.com

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8 Experts Weigh in on the Past, Present, and Future Evolution of Link Building

For over 20 years, SEOs and content marketers have built links across the web to get their content in front of their target audience.

As Google grows smarter, so do these link-building SEOs – gone are the days of spammy link schemes and black hat SEO. Enter modern link builders who are focused on placing high quality, relevant links on sites guaranteed to drive the most important metrics: conversions and revenue.

But how far have we really come, and are there any lessons we can take from the past to inform where we go from here? We asked eight link building experts their thoughts on this very question, as well as what our readers can do to stay ahead of the link building curve!

For more link building tips, be sure to check out our recent update to The Beginner’s Guide to Link Building:

Read the Guide!

How important are links, really?

Historically, links have been a sure-fire way to build authority and visibility for your business. However, as Google begins to focus on other tactics such as user experience, will that change how links factor into search visibility?

Russ Jones, Search Consultant at Moz, says that the value of a well-placed link isn’t going anywhere: “Google will find more and more ways to extract value from the link graph and click stream data. The link remains king.”

Britney Muller adds that “If Google disappeared tomorrow, would you still get qualified traffic to your website (via your link profile)? That’s exactly how I believe we should be thinking about link building today.”

Backlinko founder, Brian Dean, has a different perspective:

“I think links will be less important as time goes on,” he says, but agrees that they'll always be a major part of the algorithm. “Links are actually a really good signal! Especially today with Google more focused on E-A-T, links are a great way to size up whether a site is credible or not. Without links, they'd have no real way of knowing if the content on a page is legit.”

Has the definition of a “high quality link” changed?

The short answer is yes, and (surprise!) it depends on your goals.

In the early days, SEOs tested Google with sketchy link schemes. These low quality links offered a quick fix of link juice, and a boost in rankings. Today, link builders have ditched the black hat tactics in favor of a more relevant and consumer-focused approach, and quality over quantity.

Carrie Rose, CEO at Rise at Seven, has this to say: “The definition of a high-quality link has massively changed over the years. Relevancy is a huge topic online right now — but what does a relevant link actually mean? Ultimately, we track that based on is it a link that is driving traffic to your website, of whom are your audience? Too many link building strategies focus too much on ‘link juice’ and SEO metrics such as DA — but care less about link engagement metrics. SEOs, link builders, and digital PRs should care more about understanding where their audience is, high traffic websites, and gaining links from there instead.”

Russ Jones agrees: “I believe that Google has dramatically increased the degree to which the relevancy of a link matters,” he says, adding, “Google has placed greater influence on links that come from topical authorities as they combat issues like fake news and link spam. If this is the case, it means that link builders need to narrow their focus and fight for links from industry peers.”

As relevancy becomes more important, our experts encourage other link builders to focus on the audience rather than the outlet.

Tamara Sykes, Public Relations Specialist at Postali, believes that “It’s obviously great to get a backlink in a recognizable outlet like the Wall Street Journal. However, if your audience isn’t there, it only serves half of its purpose. You’ll get a ‘vote’ from a high DA site to prove that yours is more trustworthy, but it may generate little to no traffic because the audience isn’t as invested in what content you have to offer.”

Domenica D'Ottavio, Marketing Manager at Fractl, prefers to diversify her link portfolios, noting that high quality links can mean different things in different campaigns.

“The definition of a high-quality link can change depending on your goals,” she says. “Not all links are created equally for every business. In my opinion, the ideal portfolio has a 1) high volume of 2) relevant and 3) high-quality backlinks. If you're a business in the personal finance space, for example, you might want a mix of links from sites like The Motley Fool, CNN Money, and smaller finance blogs like The Penny Hoarder, Budgets are Sexy, or I Will Teach You To Be Rich.”

Lastly, as with most things in marketing and SEO, Andy Crestodina of OrbitMedia reminds us that there are also a half dozen other factors to consider including DA, follow vs. nofollow, outgoing links and much more! So be sure to take these factors into consideration as you develop your link building strategy.

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The role of link building in SEO is stronger than ever

Developing high quality content and distributing that content to respected sites in your target market can be an extremely scalable and cost-effective way to build and maintain authority in your niche. So, it’s not surprising that link building and digital PR is rapidly becoming a core strategy for many brands.

Carrie Rose highlights the fact that link building and digital PR industries have grown rapidly:

“The responsibility to create good quality content and improve trust to a site no longer purely sits within SEO. Having a good link building strategy which is performing well can improve trust, authority, and therefore rankings for a site. High quality links and high traffic can also increase traffic in the masses… It also has a huge impact on branded search (the holy grail).”

Brian Dean agrees, saying “Content and links have always had significant overlap (after all, people generally link to a page based on the content on that page). But the tie between the two is stronger than ever. That's because many other tried-and-true link building strategies (like large-scale guest posting) no longer work. Which means your link building efforts largely rely on the content that you're putting out.”

Surena Chande believes that, overall, the quality of link building campaigns has improved since Google’s E-A-T update: “We’re producing more topic-relevant campaigns for our clients rather than thinking solely about ideas that would land coverage,” she says, adding that SEOs and link builders are now working together to “reevaluate their concepts and ensure they are true to a brand.”

Getting buy-in is easier — if you focus on the metrics that matter

Because of the extra visibility in recent years, our experts agree that it’s easier than ever to get the buy-in from higher-ups. “I don't need to tell an executive that a link is like a vote. They know that now,” says Russ Jones. “I don't have to say ‘80% of purchases online begin with a search’. They know that now, too.”

“Link building has a way of showing direct results for executives and stakeholders and therefore becomes easier to get the buy-in,” Carrie Rose says. “Traditional PR, creative, or offline marketing strategies are receiving less and less budget and attention because of its inability to prove ROI and we see that budget reallocated to link building and digital PR efforts.”

Andy Crestodina agrees: “Just show an executive the Moz Link Explorer ‘Compare Link Profiles’ report and they’ll get excited ...or upset. Once a stakeholder sees the data, they usually want to take action. The key is to guide the ideas away from the spammy actions and toward high-quality content marketing and influencer outreach.”

With less internal education and campaigning at the executive level, marketers are now faced with tougher questions around how their specific strategies impact ROI. To do so, our experts recommend keeping things simple and taking it slow.

“It’s important to explain that Domain Authority moves very slowly. It takes patience,” Andy says, adding, “it’s a proxy metric for PageRank. It’s not Google. Focus on the actions, not the reports.”

If you need some help breaking down metrics, check out Andy’s Whiteboard Friday:

Russ Jones breaks things down even further: “Report simple campaign statistics such as: ‘referring domains and referring traffic are increasing’. Coupled with a generic metric like DA or PA, this gives stakeholders the most important answers about the quality of the link building campaign. Second, we report the increased traffic and rankings relative to competitors based on the work. It is important, though, to provide context wherever possible. If a competitor has been out-spending you and acquiring more links because of it, we shouldn't let that go unreported.”

Tamara Sykes finds that it’s helpful to provide some background on sites that link to her content. “I go as far as to share what that website’s purpose is, who its audience is and the website’s SEO stats,” she says. “This helps me paint a picture of why this link is relevant to a brand, rather than sharing a number that only shows ‘Hey, we got 12 backlinks’.”

Where should link builders focus?

Google is getting better and better at recognizing high quality, relevant links. “They're super good at identifying links that don't fit with a natural pattern. And it's not just obvious black hat spam,” Brian Dean says. “Google can also filter out many grey hat approaches (like mass guest posting), which basically only leaves a handful of link building approaches: digital PR, targeted outreach, and content designed to get links.”

So when it comes to link building strategy, where should link builders and digital PRs focus their efforts?

Get creative

Test out new content mediums to stand out from the pack!

Carrie Rose notes that, even though we’re seeing more automation in marketing, “Robots can’t manufacture creativity. That's where the best links come from — where content is more creative than their competitors and brands are getting links others can't replicate.”

Andy Crestodina recommends creating new tools and original research that features bite-size, shareable nuggets such as stats, graphs, and infographics. “These are 100-times more link-worthy than anything else on your domain,” he says.

Build relationships

As the market becomes more saturated, it will be especially important for link builders and digital PRs to deepen relationships with respected publishers and authors in their industry. But you don’t need to overthink it.

Andy believes that a little personalization goes a long way: “Link building has a bad reputation for a good reason: spam. Spammers send cold emails to website owners, clogging our inboxes with the same messages.”

But how do you build those connections in the first place?

Warm up the conversation by engaging with that author or editor on social media! Domenica D’Ottavia uses Twitter to connect. “Twitter is an excellent tool for building those relationships with journalists,” she says. "Reach out to them, like their stuff, respond and retweet, show them you're a real person… When you finally outreach them with your link building project, they'll recognize your name from your interactions on Twitter and will be much more likely to respond positively to your PR pitch.”

Others agree that the ROI of mass outreach continues to decline, remembering the days of in-person link building. “Believe it or not, I used to CALL people, introduce myself, explain how interesting I thought their ‘X’ business was,” says Britney Muller. “I’d ask some questions and then weave in a thoughtful proposition of us linking to each other's websites.”

“People are becoming numb to any non-targeted outreach,” Brian Dean adds. “If you are good at personalization, there could still be a chance of securing links but the bar of what qualifies as ‘personalized’ is higher than ever. Now you almost need to mention their dog's name to get a response.” (Note to all the link builders out there: my dog's name is Ginger.)

Learn more about great outreach from Britney's Whiteboard Friday on the subject! 

Tap into influencer networks

Influencer marketing is a growing field and, no, it isn’t just for consumer brands and Instagram. Leveraging experts to elevate your content can capture the attention of your target publishers and audience.

Surena Chande says that “utilizing expert commentary is one of the strongest and most overlooked techniques in link building. If you have clients who are experts in their field or have access to the CEO, you can utilize them to build links with minimal effort for both you and your client.”

“Link building is influencer marketing,” says Andy Crestodina. “You’re pitching an influencer (usually blogger or editor) with a request, usually some kind of collaboration. When you combine influencer marketing with original research, you have the ingredients in place. Your content supports their content. Links begin to appear spontaneously. You’re attracting them. Do it right and high DA sites will link to you every few days. Magic.”

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Capitalize on trending topics

In a news cycle that is constantly changing, hot topics can rise and fall in the blink of an eye. But if you have your timing right, you can ride the trend wave to secure extra eyeballs from editors and readers.

“I believe that the pandemic, particularly the early stages in 2020, taught the industry a very harsh lesson in the form of reactive outreach and campaigns forming one of the best methods of outreach,” Surena Chande says. “I was so used to conceiving campaign ideas for large-scale interactive pieces, and the unpredictability of the situation taught us that we had to quickly change our approach to link building.”

“Jumping on a trending topic and creating a project or link building campaign around something that's already earned the attention of journalists” says Domenica D’Ottavio, but notes to proceed with caution. “While newsjacking is a clever way to earn a ton of links very fast, it's also pretty risky. You have to work around the clock to get your idea created before the topic has lost relevance, and it might flop if you're too late to respond, wasting your investment.”

Our experts also advise to stay on top of the news across the web, read articles from a variety of publications weekly, study what journalists are asking for when they put out #journorequests, and analyze what angles they take on topics as they go viral. This will ensure that you are well positioned when it comes time to pitch your content.

Conclusion

At the end of the day, link building has undergone some major changes in the last 15 years (likely for the better!), but what’s old is new, and many of the same rules continue to apply:

• Relevant content will always perform so long as you target the right audience

• Links remain a major part of how Google determined the expertise, authoritativeness, and trustworthiness of a site.

• Creativity and timeliness in link building will be rewarded

Big thank you to our expert contributors:

• Andy Crestodina

• Britney Muller

• Brian Dean

• Carrie Rose

• Domenica D'Ottavio

• Russ Jones

• Surena Chande

• Tamara Sykes

How to Get Results from Broken Link Building

Broken link building is one of those link building tactics that is difficult to execute, as it’s time-consuming and the results can often be disappointing.

If you ask link building experts about their experience with this strategy, their responses will vary. While some say that it’s a waste of time, others insist that it still works for them.

This leads to comments such as these on public forums:

Truth is, a broken link building campaign will be effective and get you great results if you approach it the right way. Otherwise, you’ll just be wasting time and resources.

In this post, I’ll show you the exact process you can use to get results with broken link building, including:

• How to find resource pages at scale

• How to get broken link building opportunities from resource pages

• How to analyze your competitors’ link profiles for broken links

• Best practices that help you succeed with broken link building

What is broken link building?

Broken link building is the process of finding broken or dead outbound links on another website, informing the website owners/managers about them, and recommending a similar article you’ve written as a replacement for that broken link.

For instance, in this blog post on Mention about building an email list, I found a link to Neil Patel’s blog:

When I clicked on the link, I was redirected to this 404 page:

As you can see, the page no longer exists, but a reputable publication still links to it.

In this instance, this was a case study that was published on the blog about how their team increased Tech Crunch’s organic traffic by 30% within 60 days.

If you’re a marketing agency and have a similar case study you’ve published recently, you can reach out to websites still linking to this post and offer yours as a replacement. That way, you help them fix an issue on their website and get a backlink in return.

Broken link building is effective because it’s focused on adding value and reciprocity. You’re not just asking the other person to link to you, rather you’re giving them value upfront and even suggesting how they can make the user experience on their website better.

Even if they decide not to link to you, they’ll appreciate the help identifying broken links they may have missed.

Take this email I got recently as an example:

As you can see, they came across a post on my blog about conversational marketing and found a broken link in it. They reached out to inform me about it and suggested one of their articles as a replacement.

If I decide to link to them, it’s a win-win for both parties. From my end, I’m able to fix the broken link, which helps with a better user experience, and they’ve successfully secured a backlink.

How to find broken link opportunities at scale

Your ability to find broken link opportunities at scale will determine whether you’ll succeed with this strategy. The reason is simple: Broken link building is a numbers game. The more opportunities you can find, the higher your chances of getting backlinks in return.

1. Scraping resource pages

A resource page is usually a static page on a website that curates different resources on specific topics with links to the original sources.

Here’s a good example from Learning SEO, where Aleyda Solis curated the top resources and guides about SEO:

As you can see, she’s linking to other relevant articles about keyword research from this section of the resource page.

How exactly do you discover resource pages at scale?

To discover resource pages, you can make use of Google search operators. These help you uncover lots of resource page opportunities faster by extending the capabilities of a regular Google search. For reference, here’s a comprehensive list of 67 Google search operators.

Let’s use the intitle operator as an example. By typing “broken link building intitle:resources” into the search bar, the SERP shows pages that have “resources” in their title and are related to broken link building.

Here’s what that looks like:

How can you find broken link building opportunities from these resource pages?

Let’s assume that you want to explore the broken link opportunities from the Citation Labs broken link building resource page.

All you need to do is open the page and start checking the links one after the other. Once you identify any broken link, you can note it down. Using that strategy definitely works, but it takes time.

Alternatively, you can use chrome extensions such as Check My Links or Link Miner for this process.

With Link Miner, I was able to spot these three opportunities on the page above:

When I clicked on one of those red links shown above, here’s what I found:

If you have a page that’s a match or similar in topic, you can reach out to Citation Labs, inform them about the broken link, and suggest your page as a replacement.

Here’s where it gets more interesting.

If there are other websites linking to that broken link page, you can reach out to them using the same process above. All you need to do is use any of the SEO tools such as Moz, SEMrush, Ahrefs, etc., to identify other websites linking to the page.

When I checked one of the broken links in the resource page on Moz, here’s what I found:

As you can see, there are about 15 other websites linking to this broken link. I’ve now unlocked 15 more opportunities from one broken link alone.

2. Competitor link profile analysis

Using SEO tools, you can easily analyze a competitor’s link profile to identify the broken links they have. Once you do, you can create a similar page, then reach out to all the websites linking to the broken page to notify them about the broken link, and ask them to link to you instead.

This is what the process looks like on Moz: Link research > Top pages > Enter root domain or specific URL > Change status code to “4xx - broken”.

For example, if you’re a prospecting tool, one of your competitors is Ontolo.

Using the process above on Moz, you can easily identify some of the broken links on the website:

As you can see, one of the broken links has more than 100 websites still linking to it. You can identify these links by clicking on “View Links”. Once done, you can use Wayback Machine to find out exactly what the page looked like in the past, and then recreate it.

Using the Wayback machine, I discovered one of the broken links above was a free tool to check duplicate URLs in a list.

So, let’s say this is your niche and you want to take advantage of the links to this dead page. All you need to do is recreate a similar tool, and follow the process outlined above.

Best practices to help you succeed with broken link building

Reach out to the right person

If you contact the wrong person, getting a response will be difficult. For a broken link building campaign, you want to reach out to someone who’s in charge of inbound marketing or manages the content publishing process in a company.

Reaching out to someone in a more senior role such as VP Marketing, Director of Marketing, Head of Content, etc., in a large company almost guarantees that you won’t get a response.

To identify the right person to contact, you can check the company’s About Us or team page on their website. Alternatively, you can check the company’s LinkedIn page.

After identifying the right contact person, you can use email finding tools such as Hunter, Skrapp, Voila Norbert, and so on to find their email address.

When sending a cold email, make sure you comply with the ethical requirements of the CAN-SPAM Act. This means that your cold emails:

• Shouldn’t use a misleading subject line

• Should have an accurate sender information

• Should include your company’s physical address

• Should make it easy for recipients to opt-out from receiving your emails

Send a great outreach email

Many outreach emails get marked as spam. So, sending an amazing, personalized outreach email that adds value for the recipient will make you stand out instantly and will put you in a better position to land that broken link.

To make your emails stand, you should:

• Use a clear and click worthy subject line.

• Address the recipient by their first name.

• Mention something unique which you found about them on social media or elsewhere .

• Compliment them if possible, but make sure it doesn’t sound generic.

• Keep your outreach emails short and straight to the point.

• Use the inverted pyramid style of writing. Begin your email with the most important points.

• Be explicit about what you want.

Here’s an example email template you can use to acquire broken links from resource pages:

Subject line: Found this broken link on [website name]

Hey [First Name],

Just found out that the link on your website to [Mention website name with 404 page] doesn’t work anymore:

[insert URL of the broken link]

Here’s a screenshot of the page: [Insert link to a screenshot]

Came across this while going through some of the links you mentioned on [topic of their resource page]:

[insert URL of their resources page]

So, I recently created a comprehensive guide on [mention your website] that will be a perfect replacement for the 404 page. [Include additional comment on why your content deserves to make it on their list of resources].

[insert URL to your page]

I believe that your visitors will find it useful.

Either way, keep up the amazing job you’re doing curating the best resources on the internet about [topic of their resource page].

Let me know if there’s anything else I can help you with.

Thanks, [First Name]!

[Your Name]

Offer similar content as a replacement

The mistake most people make with broken link building campaigns is suggesting content that isn’t a good replacement for the dead page. If you do this, most people won’t bother responding to your email outreach, and even if they do respond, they most likely won’t link to you.

Before you begin that broken link campaign, make sure you find out what content was existing on the dead page. If you have something similar, you can send it to them as a replacement. Else, you should consider creating an amazing piece of content from scratch.

That way, you’re adding more value upfront, and stand a better chance of getting more website owners to link to you.

To figure out the exact content to recreate, you can use the Wayback machine.

All you need to do is enter the URL of the 404 page on the search bar in the tool, and click on “Browse History”:

Once you do, it’ll show you exactly what was existing on the dead page previously.

For example, this screenshot below is a 404 page on Drift’s website.

I found the broken link from this article.

To know what was existing on this page, I searched for its previous history using the Wayback machine and this is what I discovered:

As you can see, the post is an in-depth guide on “Demand Generation” covering the following sub-topics:

• What is demand generation?

• Why is demand generation important?

• Who’s responsible for demand generation?

• How to do demand generation

• Implement strategic demand generation tactics

• Demand generation vs. Lead generation

• Demand generation metrics: how to measure your efforts

• Demand gen benchmarking: how are companies like yours generating demand?

• Demand generation tools & technologies

To recreate this page, you'll need to write an in-depth piece of content on demand generation covering these sub-topics and more. That way, the website(s) linking to the broken link will be happy to link to yours instead. This is because you've provided a replacement that’ll add value to their audience.

In contrast, if you reach out to these websites and suggest your service page as a replacement for the broken link, they’d most likely not link to it.

Send follow-up emails

Don’t send one email and call it a day. Rather, you should have a follow-up sequence (think two to four emails) in place to remind the people you’ve reached out to previously about your email, and why a broken link on their page isn’t great for user experience.

Doing this helps you land more links. This is because the person you reached out to has a lot going on in their life, and might have skipped responding to your initial email. By following up with them, you’ll be top of mind, and if your pitch is a good fit, they’ll be more likely to respond to you.

Conclusion

It’s rare to find a website without a broken link. The reason is simple: most website owners and blog managers link to external content from their pages and don’t really monitor the content they linked to months and years ago.

In some cases, these pieces of content no longer exist online because they were created for a short-term purpose, or perhaps are no longer relevant.

This is a goldmine you can tap into as a marketer. By finding these broken link opportunities the right way, you can build relevant links for your website and pages to help you rank higher in the SERPs.

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Join the conversation: Tweet your questions and comments about broken link building using #MozBlog!

How to Hire the Best Possible Local SEO Agency for Your Business

Local search marketing is a very strenuous hike. 

When you hire an agency to help with the varied tasks of local search engine optimization and offline-to-online marketing, you’re hoping to take an experienced guide along with you on the journey from trailhead, to setting up camp, to making the most of your company’s stay in your neck of the woods. 

Top of mind for your local business will certainly be increasing revenue. You know you’ll need better or broader local and localized organic rankings for this, perhaps more reviews, more clicks-to-call, more form submissions, more qualified website traffic, or an improved conversion rate to get there. But, I want to encourage you to start the search for a local SEO agency with a long-term relationship as the goal, rather than swift wins on specific metrics. 

The best agency for your local business will be the one that’s there for you when things go right and when they go wrong, for many years to come, because you’ve made a mutual commitment to traveling together and are both sharing the rewards success brings. This article will equip you with tips for finding that kind of agency, warn you of danger signs, and help you to take your local business on the best possible trek into the future.

Your responsibilities to the local SEO agency you hire

Fundamental: be sure you’re hiring a firm with local SEOs on board rather than just a general digital marketing agency. But, beyond this, you need to see that your partner is making a real commitment to your business in order for you to trust them and act on their advice. The other half of the relationship equation will be the commitments you are prepared to make. These five responsibilities belong in your backpack:

1. Know Google’s guidelines

Before you begin your search for an agency, mark out 30 minutes on your calendar for slowly reading through the Guidelines for representing your business on Google. It’s as fundamental to what you’re about to do as looking at a trail map would be before heading off into Yosemite. If you don’t read the guidelines, you’ll be in danger of asking your agency partners to do things that would get your business into trouble with Google. More alarming, without knowledge of what Google allows local brands to do on their platform, you will have no idea if an agency you hire is engaging in activities that violate the guidelines, putting your company at risk of suspension, listing removal, and reputation damage. 

Don’t skip this step. You don’t have to be an expert in all the minutiae of weird scenarios businesses encounter when seeking guideline-compliance, but you do need a rough understanding of what Google permits, so that you and your chosen agency start from the same entry point of making smart marketing decisions with business longevity in mind. 

2. Be honest about past mistakes

If, through past ignorance of Google’s guidelines, you come to realize that your business made mistakes in its marketing, tell your agency partners. This could include mistakes that resulted in actions on Google’s part, such as listing suspensions or review removal. Or, it could include mistakes that Google has not yet noticed, such as creating listings for ineligible entities like P.O. boxes, or having staff post positive reviews of your business.

Your agency will have the task of cleaning up, either before damage has occurred or after it’s already happened. It can be embarrassing to admit mistakes, but unless you make your marketers aware of any errors and problems you know of, they can’t help you with them, and they may cast a long shadow over your business if left unaddressed, undermining success. 

3. Do your best to deliver on your end

I’ve consulted with every type of local business from beekeepers to bookkeepers, and one of the most frustrating barriers to getting agency work completed is when clients fail to meet deadlines for deliverables. This widespread problem that can seriously strain business relationships because delays in delivery then delay expected successes. The client can end up blaming and quitting the agency for not meeting benchmarks, when failure is actually due to the local business missing deadlines. In fact, it’s a red flag to good agencies if a potential client has changed marketing firms repeatedly within a short timeframe, because enough time can’t have been given for the results of their local SEO work to bear fruit. 

If you or your staff have agreed to provide certain materials, such as spreadsheets of business information, content for new pages on the website, photos, or access permissions, do your best to deliver on time. 

Empathetic local SEOs understand that local business owners are some of the busiest people in the world, and an occasional delay is understandable, but if it becomes a pattern, it’s time to reassess the relationship. For example, if the business repeatedly fails to deliver text content to the agency, it may be that the business needs to expand the number of services for which it’s paying its marketers. Maybe the agency needs to provide a copywriter for the business so that work can begin moving ahead again at a good pace.

4. Base expectations on your expert’s appraisal of what’s possible

The internet is crowded, and unless your business model is unique in its geographic market, it’s going to take time to see maximum ROI from your agency partnership. Some local SEO tasks can literally provide same-day boosts, but for others, it will take many months to see your investments start to pay off. 

Every marketing relationship should begin with a realistic appraisal of what experts at the agency believe is possible for the unique business — within a rational timeframe. This is the opposite of expectations like, “I want to rank #1 within two weeks.” Rather, it’s the foundation of a strategy that could take multiple years to fully roll out, meeting important benchmarks on a monthly or quarterly basis along the way so that growth is measurable and meaningful. It’s your responsibility to ask the experts you hire to map out what you should expect, based on your business model, your market, your market competitors, and the agency’s past experience.

5. When dealing with Google, expect change

Your agency’s backpack contains all kinds of specialized knowledge, but they don’t control the forest. It’s Google, with their near-monopoly on local search, that rules their powerful platform, and they are continuously altering the terrain in both small and large ways. New rules, new features, emergent bugs, ongoing algorithmic updates, and new competitors setting up shop or upping their marketing games mean that you and your marketers can always expect change.

It can be extremely alarming when Google alters something and your business experiences a drop in phone calls, traffic, visibility, or reviews. Communicate with your agency, and then extend a little patience while your marketers investigate the change and develop a list of actions, if any, that need to be taken. 

Warning signs of an undesirable local SEO agency

As mentioned, local search marketing is a very strenuous hike, and what you don’t need in a traveling companion is an ill-equipped partner. There are three points of discovery at which you must assess whether an agency is a benefit or burden to your local business: before hiring, mid-relationship, and post-relationship. Watch out for these red flags:

Before hiring

Beware of any agency that cold-contacts you. You may receive phone calls or emails from marketing agencies claiming that something is wrong with your website or marketing that they can fix. You may be contacted by people claiming to have a special relationship with Google, or even to be from Google! People may follow you on social media and then try to sell you services. 

While good agencies do engage in legitimate advertising, the best local SEO agencies may get nearly all or all of their work via referrals from happy clients, industry peers, and the reputation they’ve built, preventing them from relying on cold contacts. Rather than responding to anyone reaching out to you out of the blue, it’s better for you to do the finding of your future marketing partners through your own research. 

A good way to start this process is to look up questions you have about local SEO in Google, see who has written answers that make sense to you, and then learn more about the author from their website, other articles, and social media profiles.

Beware of any agency that promises you any kind of results. “I can get you #1 rankings,” is a huge red flag of a shady firm, because honest SEOs know they can’t make promises about platforms (like Google) that they don’t directly control. 

Beware of any agency that doesn’t meet your standards of accessible, prompt, professional communication. If a marketing firm is hard to reach before you hire them, expect this to continue even when you’re paying them, and never begin a relationship with a partner who is dismissive of your communications, unclear to you in their communications so that you don’t understand what they’re offering, rude, or inconsistent in their claims.

Beware of agencies that only sell packages. While some services can be packaged up for general use by most local businesses, all local brands are unique, and good agencies should be offering you a customized strategy. 

Related to this, be cognizant of the size of the agency you’re considering. In my experience, small-to-medium local businesses are best served by small-to-medium agencies, rather than becoming just a number in an enormous client roster of a major brand. For example, a big website hosting company may offer a local SEO package, but you’re unlikely to have a unique identity to the people working at a brand this large, and shouldn’t expect to receive best-quality, personalized service when being fit into shoes thousands of others are wearing. 

Finally, and crucially, beware of any agency that indicates they will engage in a practice that you’ve learned violates Google’s guidelines. This is one reason it’s so important for you to equip yourself with that essential reading, so you can walk away from this headache before it begins.

Mid-relationship

It’s quite common for local businesses to have to work with more than one agency before finding an ideal fit. Sometimes, a relationship can start well, but changes in personnel at the digital marketing agency, changes in expectations, or growth of the business beyond the agency’s skill set can require reassessment of whether the partnership is still the best choice for the business. 

Take note if your agency becomes less communicative, fails to respond to emails or calls, or cancels meetings. If you notice a pattern, ask what has changed, give the agency the chance to correct course with you (including booking more of their time or offering you extra help to make up for past failures), but then consider moving on if dissatisfaction isn’t remedied. I’m personally such a local business fan that I’ve always considered it a tremendous honor to be brought into a good local business to advise them. Evaluate at regular intervals whether you feel like you and your business are being honored by your marketing partners.

Finally, pay attention if benchmarks are repeatedly missed. For example, if your marketing partners tell you that they typically expect investment in review outreach to have doubled the rate at which you’re receiving reviews within one quarter, and four months go by without any improvement, request an explanation and weigh it well. Local SEO is experimental and demands patience and leeway, but if stated goals are consistently not met, your agency may not be up to the task at hand.

Post-relationship

If changes on either side of the relationship make it necessary to part ways with your agency, the ideal scenario is a mutually-respectful adieu in which the marketers wish the client well on the next phase of their journey, and the client has done nothing that would make it awkward to potentially work with these partners again in future — if they’d like to.

I’ve seen from a distance some shockingly unprofessional business breakups, with accusations hurled on both sides, websites being held hostage, scathing reviews being left, foolhardy online revenge attempts, and even lawsuits. Unless something has happened to warrant legal action, it’s best to walk away with everyone’s dignity intact. There are many reasons why clients and agencies may be mismatched, but only edge cases warrant making a public scene that risks reputation damage to both houses.

When a top quality local SEO agency can’t fulfill a client’s expectations or needs, a respectful environment may prompt them to refer the business to another firm they know and trust. When a client grows beyond what an agency can provide but has been happy up to that point, polite openness can greatly ease the parting. Rather than burning a bridge, try to keep it open so that good feelings on both sides exist for any future potential work together. 

Almost any agency will be sorry to see you go. You can remain an all-time favorite client of theirs if you agree to write a testimonial about whatever was good for your business in working with them, and they will love you forever if you refer other local brands to them that you think would be a good match for their services. If you stay friends with your former marketers, they may CC you when they see an opportunity for your business, and it’s definitely a plus for your brand if your marketers tell their big circle of colleagues, friends, and family about the great things your business offers. I’ve personally become a loyal customer of some of my best clients!

7 questions to ask a local SEO agency before you hire them

Before inviting a marketer or marketing team to partner with your business, you’ll need to walk a mile or so with them. Conduct a thorough interview of one or more prospective agency reps, and document their answers to these seven questions, so that you can do a comparison to identify the best possible match for your needs.

1. Are your marketing practices consistent with all of Google’s guidelines?

A good agency should be expert in the Guidelines for representing your business on Google, Google’s guidelines for user-contributed content — including reviews, and Google’s search quality evaluator guidelines, and should agree to adhere to them to avoid negative outcomes for their client. If you’re not convinced that a marketer you’re interviewing is conversant with Google’s policies, present a hypothetical question to them and see if their solution matches the guidelines.

For example, if you ask the marketer whether you can get a Google My Business listing for a virtual office, they should tell you “no” and point you to the guidelines that forbid this. If a marketer knows the guidelines but suggests that you can get away with a violation because Google is asleep at the wheel, walk away. The marketer may be quite right, by the way, but they’re not a safe bet for your brand’s reputation.

2. Based on what you already know about my business and market, are my goals realistic?

Provide a clear, concrete list of goals to the interviewee. Be specific about how many more search terms you want to rank for, how many more reviews you want, how many more phone calls, form submissions, leads, sales, etc. you want within a set timeframe.

Before having an interview with you, a motivated agency will have conducted a modest amount of research on your business and its market. They may have run some reports. But don’t expect them to have done a full workup before being hired. What you want to hear at this stage is whether they feel your goals sound reasonable or are obviously unattainable, based on what they know so far. You want to hear them say that they will be able to provide a more reliable answer once they’ve put in the work as your hired partner. But also look out if they promise you everything off the bat — they could be overselling you just to get the job.

3. How much time will you invest in researching my market before creating my strategy?

You won’t be hiring a local SEO who is already marketing a direct competitor in your city, so this means your partner will need time to learn about the community you serve. And, unless you hire a specialty firm that only works with your category of business, the agency will need time to learn about your industry. Beyond this, they will need the time to study the specifics of your unique business: its goods and services, its staff (including any in-house staff that may be contributing to marketing), its policies, history, and more. 

Time for all of this must be built into the informal agreement or formal contract. You should expect to be billed for it, and need to know how much time the agency considers reasonable for an initial period of study, with the understanding that they will be continuing to evaluate your brand and your market opportunities across time in order to continuously create strategy.

At the bare minimum, unless you are hiring an agency solely for some small one-and-done service, your work with them should begin with a full business audit and a complete competitive audit so that strategy is based on data rather than guesses.

4. What will you need from me?

Give the interviewee the chance to set clear expectations about the deliverables they will need from you and the time they may need to speak with you and your staff. Within this framework, establish what types and amounts of communications will be involved.

Some local business owners want their marketers to take care of everything behind the scenes and only come to them with reports of problems or growth. They may be outsourcing this work due to genuine lack of time to learn about local search marketing. Other clients hire an agency to train them and their staff to become more self sufficient at many marketing tasks, in-house. These scenarios cover an extremely wide spectrum of communications needs.

Be upfront about whether you want bare minimum communication, a regular schedule of strategy sessions, or formal training, and have the interviewee explain to you what commitments you’ll need to make on your end to facilitate this.

And, of course, now is the time to request a full explanation of costs. Agency pricing structures differ tremendously, from itemized price sheets, to packages, to monthly retainers. Be realistic and firm about your budget, and see whether what you can invest is a good match for what the interviewee can provide in your joint pursuit of meeting goals.

5. May I see an anonymized client report?

Every local business will have different expectations and needs concerning the reports their marketers deliver, but across the board, all brands need to be sure they will receive reports that are intelligible rather than simply overwhelming. Before you hire a local SEO, ask to see one or more anonymized, real client reports. Look at them thoroughly. Now is the time to ask questions about anything that’s in the reports that you don’t understand. 

Some clients want exhaustive reports that capture every iota of traffic and every search language permutation on every day of the week. Others prefer to see only high-level data with action items for the agency or client. Whatever your needs, be sure the style of reporting the marketers offer is a good match, both in terms of content and frequency, and that customization is possible if you need something that isn’t being provided in the samples.

Feel free to ask the agency about the tools and software they use, and to do your own research of the quality of those products. You are also free to ask if the agency is white-labeling tools or has proprietary technologies. A good agency will be open and honest with their clients.

6. Can you show me the growth you’ve created for three other clients?

Due to NDAs and client privacy, this information may also need to be anonymized, but you want to see a convincing account of growth for more than one client. Be on the lookout for whether the agency reports on vague metrics like doubling traffic, or concrete ones like doubling leads and revenue. If there’s a particular type of growth your business is pursuing, you can ask the agency to show you wins they’ve gotten in this area.

If the agency keeps a public roster of their clients, ask if you can be put in touch with someone at a few of these businesses for a quick chat. Ideally, you’re hoping to hear a glowing recommendation from an existing client of the company you’re considering hiring.

7. What is your history and involvement in your own industry?

Consider it a fundamental part of your interview process to go online and research the reputation of any marketer you might hire. Look particularly at the degree to which they are involved in education in the local SEO industry, because you will be hiring this person or team to educate you. 

Deeply-invested local SEOs will have a history of writing about this marketing discipline. They may have a blog, or contribute to industry blogs, have a podcast or videos, and speak at or host conferences. Look at their website, their social media profiles, reviews if they have them, and note what their peers and clients are saying about them.

In addition to doing your own online research, now is a great time to ask the marketer a little about their own history. Why did they get into local SEO and what do they like about it? Do they have a philosophy that they can share succinctly and does it resonate with your company’s culture? Throughout the interview process, be keenly alert to how well any prospective partner communicates with you and the level of comfort they create, because it will set the tone of any future relationship. 

Mutual, sustained growth: so happy together

After a long hiring journey, you’ve chosen your agency and have now set up camp together. You’ve become sharers in one another’s fates, and that’s exciting! Unless your local business is taking a complete hands-off approach to marketing, you’re about to learn a lot about local SEO. There are three things you can do to get the most from this business investment:

1. Ask questions

I’m hoping that the agency you’ve engaged doesn’t communicate in jargon, but if they do, nip this unhelpful habit in the bud by being completely fearless about asking questions. Never, never be timid about this. If your marketer says, “We can increase CTR with a more compelling USP, but we need to focus on largest contentful paint first,” and you don’t hear the next three things they say because you got lost trying to parse this out, state clearly:

“I’d prefer you avoid acronyms and jargon as much as possible so that we’re speaking the same language, and I’ll try to do the same when explaining my industry to you.”

If there is anything your marketer says or sends you at any time that isn’t clear or contains words and phrases you don’t recognize, you’re the smart one for asking them to back up and explain until you’re completely comfortable with what’s being proposed, reported, or discussed.

2. Communicate dissatisfaction and satisfaction openly

Don’t let resentment quietly build over dissatisfactions you have with your agency. If something isn’t meeting your standards, please speak up early and often so that your marketers aren’t in the dark about how to best serve you. As a local SEO, I watch this silent curse fuel the majority of negative online reviews and think to myself how much distress could be avoided if customers politely voiced complaints at the time of service. In your relationship with your marketer, your frank feedback when something isn’t right is essential!

On the flip side, when a goal is met, take a moment to thoughtfully thank your local SEO. I’ve had lovely clients send me gifts as an extraordinary celebration for services rendered. That’s extremely kind, but a simple, “This really went well and I’m very happy with your work,” is an amazing psychological boost to the marketers who are working so hard for your brand’s success.

3. Grow your own local SEO knowledge

You’re paying your marketers for their expertise, but your business can only benefit if you develop a working acquaintance with local search marketing that enables you to brainstorm initiatives with a confident command of the terrain. 

The best local SEO firms will do all they can to study your consumer base and geography, but they will never know your business or community quite like you do. If you can pair your deep market intelligence with some study of what’s possible online, you will become a much stronger company leader. Don’t know how to get started? Read The Essential Local SEO Strategy Guide and excite your marketers at your next meeting!

To round up, hiring a local search marketing partner is the first step toward the business growth you desire, and you’re expecting to learn a lot. What you might not know is that your agency is likewise planning to learn a lot from you. Local SEO is one grand experiment, and smart agencies learn from every single client. It’s through working on your website, listings, reviews, social platforms, and other assets that marketers make thrilling discoveries, hone skills, and experience gratifying professional success. 

It’s this mutual hunt for success, in fact, that safeguards and inspires growth in the client-agency relationship. Teaming up can turn the very strenuous hike of local SEO into a navigable pathway strewn with exciting rewards. With commitments to earning trust over time, finding the right levels and styles of communication, learning together, and a basic grounding in reciprocal respect, this is a partnership you can build your local business on, and from, for years to come.

Image credits: Franck Michel, Nathan Gibbs, Lisa Pompeo, Paula Reedyk, and Jason Pratt.

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How to Configure Google Analytics for Local Businesses

Google Analytics is a powerful tool for businesses of all sizes. When used properly, it generates important information that can help to make valuable business decisions in online marketing or SEO efforts. 

In this week’s Whiteboard Friday, guest host Alex Ratynski goes through five important steps that local businesses can take to configure Google Analytics efficiently. Check it out below! 

Click on the whiteboard image above to open a larger version in a new tab!

Video Transcription

Hey, Mozzers. My name is Alex, and I'm the founder of Ratynski Digital. We are a local SEO consultancy for small and medium-size businesses. Today what I want to talk about is how to configure Google Analytics for local businesses.

Now Google Analytics is a super powerful and efficient tool when used properly and when configured accurately. This tells us important information about our website, our visitors, what pages are performing well, perhaps even what search queries we're coming from, especially when it's connected with Google Search Console. A lot of important information that can help us to make valuable business decisions for our online marketing or SEO efforts.

1. Exclude bots and spiders

Now there are five important steps we're going to talk about today for how we can configure our Google Analytics account the most efficiently. The first one is to exclude bots and spiders. Now this is important because some studies have found that upwards of 25% of all traffic is bot traffic. Any of us that have really gotten super granular into our Google Analytics account, I'm sure we've actually seen some of those examples of very obvious bot traffic.

So the way we can actually do this is Google actually makes a nice little tool within Google Analytics. You go to Admin > View > View Settings and there's a nice little box that says Bot Filtering. What this does is it pulls from the IAB, the Interactive Advertising Bureau and it actually makes sure that it pulls from the list of known spiders and bots and makes sure we're to filter against that.

2. Filter spam and personal traffic

The next step we want to filter spam traffic and personal traffic. Now the reason for this is inaccurate data is worthless data, right? If we don't have accurate information, we're really going to struggle to make accurate business decisions regarding our SEO efforts or our online marketing. I can't tell you how often I run into business owners who have wildly inaccurate numbers and they're trying to make decisions based off of it.

So it's super important that we get as accurate information as we can. There always will be some margin of error, but anything we can do to minimize that the better. The way we can filter out our own traffic is to go to Admin > View > View Filters and then Add Filters. What we want to do is make sure to filter out our own IP address, perhaps the IP address of our team, our home office, our physical main office location, things like this.

The way we can do that is to search "What's my IP" in Google. You'll actually be able to find your IP address, and then from there you can actually exclude it. 

3. Set up goals

Number three, setting up goals. Goals are super important because setting up goals actually helps us to track our success, right? It's success tracking. So we can set up goals by going to Admin > View > Goals and then New Goal. 

Destination based goals

There's a variety of different goal types that we might be able to set up, and it really depends on the business and what you're looking for. But one of the most popular ones is a thank you page or a destination based goal. 

For example, imagine you're an HVAC company who's trying to acquire new customers and you want to see how is your website performing, which pages are bringing the traffic, and what's kind of the URL path or the goal path if you will. 

So a way we can track that is by using a destination-based goal. We want to make sure that after somebody fills out a form, they actually are sent to that thank you page, and every time somebody interacts with that thank you page, they land on it, it can actually be counted as a goal. This is really helpful to kind of see the success of what we're looking for, whatever it is, our business goals, what we're trying to achieve that month or that quarter that we can track that accurately.

Event based goals

Now another type of goal, there are more than two, but we're just going to talk about two today — destination based goals versus event based goals. Event based goals are a little more advanced to set up, not too tricky, but a little bit more so than destination based goals. Event based goals have nothing to do with a specific page or URL, but actually, as you might guess, the actual event that happened.

So, for example, if a user fills out a form or they click a specific button, those are examples that can be tracked to an event based goal. Now there are some pros and cons to each. A destination based goal, if you have any specific parameters within the URL and it doesn't match exactly, you might not be able to be counting for that goal.

A way around this is you can change it from "equals to" to "begins with." Another option, it's probably a little bit more of a better option, is to learn regular expressions. That can help us to kind of filter out those different options and get us more accurate information. With event based goals, another little caveat that we want to watch out for is to make sure that we have proper validation set up.

So, for example, if a user starts to fill out a form but doesn't actually fill it out, when they first click that button, it might have been tracked as a goal, even though they didn't actually complete that goal. So there's a couple extra steps we want to make sure that we can figure out before we kind of publish it and leave that. That way we can get accurate information.

4. Connect GA to GSC

Number four, connect Google Analytics to Google Search Console. Now we have these two powerful resources of reporting and information, and we want to make sure they can talk to each other efficiently. As we all know, Google Search Console has a lot of valuable data regarding our organic search, what specific search queries, specific pages, how they're performing, the average position, lots of information like this.

We want to make sure that it's connected to our Google Analytics account. Now a way we can do that is by going to Admin > Property > Property Settings and then there's a little choice there for Search Console. Now before we do this, always make sure that you actually have your Google Search Console account set up. That's always step one. So if we can get that set up, then it's going to be a lot easier to connect those two.

In fact, you can't do it unless you've set up your Google Search Console. So make sure that's set up and then make sure you can connect those. 

5. Use UTM tracking codes

Then last but not least, use UTM tracking codes. UTM tracking codes are a really powerful way for us to track the effectiveness of specific campaigns, where did our users come from, our website visitors come from, and what specific sources or mediums or campaigns were effective in that regard.

An example of this is you can add a UTM tracking code in your Google My Business link profile so that any users that come from Google My Business, in your Google Analytics account you'll be able to accurately see that categorization of website visitors that came specifically from Google My Business. Now this needs to be done regularly, not in the sense of Google My Business, but it needs to be done regularly for each campaign.

So if you're a smaller, local business who maybe has a limited amount of time or budgets for whoever might be working on this, maybe it's better to focus on just some of the larger campaigns, anything that's a little bit more permanent or any specific large campaign. Perhaps you're doing a local event or you have a special promotion a couple times a year. Those might be events that we really want to track the effectiveness of these campaigns and using UTM tracking codes.

We can actually set this up, for anyone who's interested in setting up their UTM tracking code, you can use Google's Campaign URL Builder. We will make sure to link to that exact page here in the notes below. But there's a couple of different components of a UTM tracking code. Now we're just going to focus on three today, those being the medium that they came from, the source, and then the campaign name.

So an example of this might be the medium being email, the source being whatever specific newsletter was sent out, and then the campaign name would be what you actually want it to show up as in Google Analytics, how you want that campaign categorized. So those are the three different sections of what might be included in your UTM tracking code. You can enter all that in within Google's Campaign URL Builder. There's also a variety of other URL builders. But Google provides one that makes it nice and easy for us. 

Pro tip: learn Google Tag Manager

One last pro tip. Learn Google Tag Manager. There's a bit of a learning curve to Google Tag Manager, but it's definitely possible. I guarantee you can do it. When you learn Google Tag Manager, it makes a lot of these other things a lot easier, especially with setting up things like event based goals and connecting some of our different accounts, like Google Search Console and Google Analytics even.

Google Tag Manager is a super powerful tool. That's all we have today for this week's Whiteboard Friday. Please feel free to reach out, ask any additional questions on Twitter at @alexratynski. You can also reach me at ratynskidigital.com. Feel free to send me an email. I'm more than happy to speak to the Moz community. I absolutely love everybody who's here.

Really appreciate your guys' time. That's all for this week, and until next week when there's another edition of Whiteboard Friday.

Video transcription by Speechpad.com

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