Well, a consumer survey commissioned by Tealeaf reveals that, for a third consecutive year, nearly 9 out of 10 online consumers have experienced problems. What is more, 42% of these people who’ve had bad experiences have switched to a competitor or have simply abandoned the transaction.
But the problems persist beyond the online storefront and into the call centres. The survey shows that 53% of online customers with issues will contact customer service. Of these, 49% did not have their issue resolved, 68% felt that the service agent demonstrated poor knowledge of the website and 70% did not believe the agents even understood their issue. The survey points-out how poor back-end customer service leads to a second wave of abandonment and even complaints to the BBB.
So, you’ve attracted many customers who are willing to part with their money for your product or service – very good! But what (and how) are you doing when it comes to keeping the customer with good after sales customer service? Would you, as a customer, be satisfied with the e-commerce and in-person support service you provide?
Read the article.
For further reading on the topic read our info-guide:
Attracting and Keeping the Customer
Date: Thursday, November 1, 2007
Time: 12 noon – 1 pm
Location: From Edmonton and VCed throughout Alberta - details
On the topic of Internet security…
Top 12 scariest Web Applications
Halloween is just around the corner and Bit9 has just come out with this year’s ranking of the Top 12 popular applications that may cause security issues for your website or network.
To make the list, the applications must, among other things: run on MS Windows, be well-known to consumers and be frequently downloaded. Hence, people love to use these species that roam wild on the Internet. This poses an obvious challenge for IT due to the “unknown threat across the environment”.
Bit9 recommends the following to businesses:
• Define policy for programs, including determining what applications the business will allow its employees to install and recourse in the event of a vulnerability
• Understand what applications are used by the business – perhaps use a software identification service to understand what type of software is installed on PCs and why.
Read the article.
Presented by: David Cree – Clearpath SEO
Date: Tuesday, October 23, 2007
Time: 12noon - 1pm
Location: Across Alberta via videoconference
Click here for further information.
Small Business BC and The Business Link-Edmonton will present a collaborative event on clicks and click throughs?
In this seminar you will learn how people arrive at your website, how they navigate through your site and how the user interacts with your online buying process? This seminar will help you understand more about your customer through the use of Web Analytics and server logs.
Presenter: Andy Latter, eBusiness Consultant – eBC Vancouver
Date: Thursday, October 18, 2007
Time: 1pm - 3pm
Alberta location: The Business Link - Edmonton
Click here for further information.]]>
For more information and to register visit the Calgary Chamber of Commerce.]]>
The first blog post is 5 Deadly Sins Guaranteed To Kill Your Link Requests, this article looks at what not to do when soliciting links from other web sites. Many of the mistakes outlined in this article not only almost guarantee that your requests will be turned down, they will probably ensure that your e-mail is never even opened. Avoiding all the profiled mistakes should be easy, but it will mean putting a bit more effort into your e-mail requests than just sending out a few hundred identical e-mails. Head over to Search Engine Land to read 5 Deadly Sins Guaranteed To Kill Your Link Requests.
The second post is titled Aggressively Seeking Links: How Much Is Too Much? Lets say you read the article mentioned above and you have your e-mail requests perfected, now how many links is too many? This is a question that many people wrestle with because getting too many links too fast can seem artificial to the search engines and can get you pushed down in their rankings. While the answer to this question is almost always, “it depends” this article does a great job of applying some perspective. Visit Search Engine Land and check out Aggressively Seeking Links: How Much Is Too Much?
The last post is The Art of Buying Links Under the Radar, lets say you have read the two previous articles and you have started getting some links back, but you want to be more aggressive. This article looks at the ins and outs of buying links, a practice that can again get you in trouble with search engines. Breaking the process down into seven steps, this blog post walks you through the process of figuring out what the links should look like, making contact, estimating the value to tracking the ROI. A great resource for those looking at buying some links, check out The Art of Buying Links Under the Radar.
For more information on Internet marketing and other aspects of running an online business, check out our e-business info-guides.]]>
All sessions will be presented live from The Business Link in Edmonton but will be video-conferenced across Alberta and to selected sites across Western Canada.
SEMINAR (Time: 1pm - 4pm; Cost: $31.80)
Small Business Search Engine Marketing
Wednesday, September 12
How do your customers find your website? It might be through referrals, your brochure, or a web link, but chances are they found you through a search engine. In this seminar, you will learn how to optimize your website to increase your ranking in search engines and get a chance to have your site reviewed by industry experts. You will gain an understanding of:
Presenter: Ian McAnerin – McAnerin Networks Inc.
BROWN BAG PRESENTATIONS (Time: 12noon - 1pm; Cost: FREE)
Tuesday, October 2
How do I use computers and the Internet to help my business? E-business is more than just selling online or having a website. This session answers how e-business can be used to increase sales, reduce costs, increase market exposure and improve customer service. This is a general overview of e-business and its benefits. Whether you are adding an “e” component to an existing business or are starting a new small business, this session is for you!
Presenter: Craig Bedard – iAppeal Web Design
Using Web 2.0 to Build Brand Online
Tuesday, October 23
For a small business, building its brand is always a challenge, especially on the international stage. Attend this fun and interesting session presented by fusedlogic’s Chief Evolution Officer and take away new strategies for cost effectively using the Internet to build your brand for your small business.
Presenter: Walter Schwabe – fusedlogic inc.
Thursday, November 1
Help! Spim & Spam? Viruses & Worms? Firewalls? What does it all mean and how can I protect myself? This presentation covers all this along with the anatomy of a “hack”, domain names, IP addresses, e-mail headers, who is lookups, and how to protect yourself and your computer—all presented in a way that is applicable to a wide range of technical abilities.
Presenter: David Papp – Microtek Corporation
E-mail Marketing for Small Business
Tuesday, December 4
E-mail marketing can be an effective and inexpensive way to promote your products, services or website. During this session, you will learn about electronic newsletters, the required tools and how to ensure that your message will not be blocked by spam filters. All this information will help your small business get the most out of e-mail marketing.
Presenter: Angus Ng – Digital Tea Group Inc.
For the details on all the events that will be offered this spring, head over to The Business Link’s events page.]]>
Student Connections is offering a series of courses to help your business establish itself in the world of e-commerce. Our classes will focus on topics as varied as internet security to marketing your business online. A full course listing follows.
Cost: $20 per person, per course or $30 per person, per day
To register or for more information, please contact Student Connections at 492-1397 or email@example.com
We hope to see you at some of our upcoming events!
Firstly, you must know the eBay Search Engine inside-out and experiment. Conduct keyword research to determine what works best for maximum visibility.
A more advanced technique is writing eBay member “reviews and guides”. Besides sharing your expertise, this may drive additional traffic to your eBay store. Read the eBay Store SEO Guide for a fine example of such a guide – and good content as well!
You can now upload your product inventory database to Google Base so your items will be found on Google Product Search. You may also want to take a look at Google Checkout which is constantly offering a number of promos.
Finally, read further in these interesting threads.]]>
If you want a jump on your competition that is only advertising on AdWords take a look at the following major search marketing companies: Yahoo Search Marketing, MSN adCentre and, Ask Sponsored Listings.
To expand your reach even further, you may want to consider using secondary level marketing companies. There are many of these companies and they may allow you to connect with the client that was just waiting for you.
For a list if these Google AdWords alternatives read this article.
To read further on Online Marketing you may review the following info-guide: Internet Marketing]]>