Friday, January 13, 2017

Comment Marketing: How to Earn Benefits from Community Participation - Whiteboard Friday

Something every woman should know - WHY MEN LIE!

Posted by randfish

It's been a few years since we've covered the topic of comment marketing, but that doesn't mean it's out of date. There are clever, intentional ways to market yourself and your brand in the comments sections of sites, and there's less competition now than ever before. In today's Whiteboard Friday, Rand details what you can do to get noticed in the comments and the benefits you'll reap from high-quality contributions.

Click on the whiteboard image above to open a high-resolution version in a new tab!

Video Transcription

Howdy, Moz fans, and welcome to another edition of Whiteboard Friday. This week we're going to chat about comment marketing. We talked about this actually five or six years ago, but it is time for a refresher because there are a lot of things that have happened in the world of online marketing, so this deserves a new take.

Comment marketing has not lost any of its power and influence. In fact, because fewer people are doing it today than were five or six years ago, especially in the digital marketing world, it's actually become increasingly influential. There's a limited number of blogs and communities in most sectors and spaces that have audiences that engage in the comments, but where they do, you find incredible levels of participation, of amplification, of opportunities for press and for links and for social following. I'll show you how that works, and then I'll talk about some tactics in terms of how to create great comments and a strategy to build around it.

How do comments help me/my site?

So, first off, why do comments help so much, and how do they help? Well, it turns out that if you leave great comments on other folks' sites, they may lead to visits to your website through your profile, through links that you leave, through people clicking on your profile and then following that link, which can lead to links in future posts by the authors of the site where you commented or in future content pieces created by people who read that site.

If they see that your comment is particularly insightful, it brings up a great example, shows off a resource that is sorely lacking, especially when you are either leaving links or commenting about things, if you do so in a very respectful, diplomatic way. For example, one of the best strategies, best tactics I've seen for leaving a comment with a link in it is to say, "Hey, I want to make sure that this blog accepts links in the comments, but I figured I should point to X. Editor, feel free to remove if links are not appropriate." So that way you're saying, "Hey, I recognize that dropping a link in a comment could be a little sketchy."

Or you could say something like, "We've actually been doing this on our site. If you go to our website, you can check out the link via my profile." So you're not even leaving it in there. You're saying go check it out from there, then you can see this other thing that I want to show off in relation to the content here. But those can lead to great links to your site in the future.

Commenting can also lead to indirect links through exposure and exposure itself, meaning things like you leave consistent quality comments, people start to recognize you. You sort of see that profile picture again and you go, "I know that brand from somewhere or I know that person from somewhere. I have some positive association with them adding value." That can lead to a better chance of engagement with you, your personal brand, or your corporate brand in the future, which can mean a better chance of future conversion.

It can also lead to social following growth. So you have lots of great comments. People will check out your social profile from your profile in those comments, and that can often lead to follower growth. You can, of course, juice this a little bit by choosing rather than linking to your personal site if you so choose, you could link directly to the social account that you are trying to promote or grow followership with.

So if you say, "Hey, I'm trying to grow my Facebook page. I'm going to make my Facebook page my profile link in here." That works just fine. That can grow your Facebook audience. That may be how you're best reaching your audience. Or it could be you're doing it on your website or through Twitter or Instagram or another way. But all of these things basically follow the same format. People see those comments. If they're engaging and they draw them in, it can lead to very good results.

What makes a comment great?

Basically, every single one of these start with you must leave consistent, high-quality, great comments. Greatness in a comment means a few things.

I. It's gotta be on-topic

Meaning that while you may have lots of very interesting things to share, if you go off topic, you will, even if you provide great value, tick off the moderators of the community. You will often turn off a lot of folks who are reading those comments. It's just not what people are there for. So you've got to keep it on-topic.

II. Respectful to the author and other commenters.

I say respectful because what I don't mean is you can't disagree. In fact, I think it is great to say, "Hey, I really love this post. I think you made some great points, but point number three and four that you made here or this one and that one, I disagree with and here's why. This is my experience or I have this data or I conducted this survey or I want to show you this information, go check it out over here." That is just fine. As long as you are respectful and kind, I think you're in a great position to disagree and to add value. Disagreement actually does add a lot of value.

III. Provides unique value

Speaking of value, we are trying to provide unique value here. We want to provide unique value through our comments. When I say unique value, what I mean is you can't just say things that were already in the post itself, things that have already been mentioned in other comments, or things that are sort of common knowledge, anyone could find them out or they're instantly recognizable, they're sort of already known.

We want insight or tactics, help, context, examples, data, whatever it is that is not found in the original piece or through common knowledge. That's what makes a comment truly stand out. That's what makes people vote up a comment, click on the profile, go check this person out. They seem really smart and intelligent and helpful.

IV. Well-written

There are a few other items. We want to be well-written — so grammar, spelling, language issues.

V. Well-formatted

So you should use spacing and paragraphs, bullet points if they're available in the markup effectively to try and convey your point so that it doesn't just look like a bunch of jammed together words and sentences. If you have a very long run-on paragraph in a comment, it can turn people off from even starting to read that.

VI. Transparent

Finally — this is important — transparent. So you should not try and pull the wool over people's eyes in a comment. We want to not hide our intent or our associations. Even if you are doing comment marketing specifically as a commenting strategy to try and attract people, you can be totally up front about that.
You can say, "Hey, full disclosure, I work for company X, and I wrote this piece, but I think it's relevant and helpful enough that I want to bring it up here. So, with permission, hopefully I'm linking to it. Editor, feel free to remove this link if it's not appropriate. Here's why I'm linking to it and here's what the value is that it provides." Now you've been transparent about your intentions and motivations, your associations, what you're doing. You will get a lot more both forgiveness and leeway to leave comments that are valuable if you do that.


Building a comment marketing strategy

Final thing, if you've decided, based on the couple things we've talked about here, that comment marketing is something you want to try and engage in 2017, or for the future, I would urge you to build a true strategy around it, not just tactically say, "Well, maybe a couple of times I'll leave a few comments."

That's fine too, but you can get the most benefit from this strategy if you truly invest in it by following a process like this:

A. Determine the goals you want to get out.

So maybe that's build exposure to get links. Maybe that's to grow a social audience. Maybe it's to try and get influencers to engage with you so that they become brand proponents for you in the future.

B. Create measurements

You want to build some measurement around that. Comment marketing is tough to measure, very, very tough to measure because you can't see how many people saw your comment. You only see the results of it. But you can look at traffic and visits that are referred to your site from the site on which you left the comments. You can look at growth in your social following. You could look at new links from sites in which you engage with in comment marketing, those kinds of things.

C. Identify list of sites/communities for engagement

Then you should identify a list of the sites or communities that you want to engage with. Those sites and communities, it is best if you don't say, "Hey, I'm going to try and leave one comment this year on each of 200 communities." Not valuable. Pick the top 10. Choose to leave 15 to 20 comments on each of them. You want to build up a reputation in these communities. You want that consistency so that people who are in those comments and the authors of them, the influencers who write them, consistently see you in there and build a positive association with you.

D. Research

Then you want to do some research. I'm urging you not to comment the first few times you read through it. Go through the backlog, look through their archives. Read and see what other people have commented on, see what other people have enjoyed and appreciated, see what comments do well and get noticed, see what the community is like.

E. Create and alert system when new content is published

Then create some sort of an alert system. This could be subscribing to updates via email or using RSS or if you follow them on Twitter and you get pinged every time they launch a new post, whatever it is, because early comments tend to do best. Right when a post is published, if you can comment in the first, let's say, 30 minutes to 3 hours, that's the best opportunity you're going to have to be seen by the most people reading that post.

F. Use social to help amplify/spread your comments

Finally, I would urge you to use social media, especially Twitter because that's where most publishers are, to amplify and spread your comments, meaning you go leave a comment and it's really high-quality, then tweet, "Hey, I just left a comment on @randfish's post here about blah, blah, blah." Now I'm probably going to see that via Twitter, even if I don't see it via my comment alert that I get through email, and I'm going to know, hey, this person is not only promoting their comment, they're also promoting my post. That's great. Now that builds further engagement with the people you're trying to reach.


All right, everyone. Hope you give this comment marketing strategy a spin. If you have other tips, things you've seen be successful, feel free to leave a great comment in the comments down below, and we'll see you again next week for another edition of Whiteboard Friday. Take care.

Video transcription by Speechpad.com


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8 Predictions for SEO in 2017

Something every woman should know - WHY MEN LIE!

Posted by randfish

It's that time again, friends... That time where I grade my 2016 predictions to see whether I've got the clout and foresight to get another shot in 2017. This year is gonna be really close, as I was more aggressive last year than in prior ones, so let's see where we end up, and what I've got to say for the next 12 months.

As always, my predictions will be graded on the following scale:

  • Nailed It (+2) – When a prediction is right on the money and the primary criteria are fulfilled
  • Partially Accurate (+1) – Predictions that are in the area, but are somewhat different than reality
  • Not Completely Wrong (-1) – Those that landed near the truth, but couldn't be called "correct" in any real sense
  • Way Off (-2) – Guesses which didn't come close

If I'm at breakeven or above, you can have more trust for what I'll posit for the year ahead. If not... Doom! Well, OK, maybe not doom. But at least shame and embarrassment and what I hope are lots of hilarious tweets at my expense.

Grading Rand's 2016 Predictions

#1: Data will reveal Google organic results to have <70% CTR

+2 – I won big with this one, though it was one of my more conservative projects. According to our clickstream data gathered in the summer, approximately 40% of Google searches do not garner any clicks at all. Granted, some of those are probably Google autocompleting a query before the searcher has finished typing, but given the threshold of 70%, I've got plenty of room to spare.

#2: Mobile will barely cut in to desktop's usage and its growth rate in developed countries will slow

+1 – I'm giving myself a conservative point here because while Google's mobile growth has appeared to have slightly more of a plateauing impact (data via SimilarWeb Pro, which shows Google on desktop at ~51% in 2015, down to ~49% in 2016, with mobile the reverse) on desktop search volume in the US, I have been unable to find data on the growth of mobile/desktop in developing countries. If someone has a source to help me better refine this prediction, please leave it in the comments.

BTW — I'll grant that SimilarWeb's data on Google usage probably isn't perfect, but they have enough of a sample set that the shift in mix from desktop to mobile is likely statistically significant and thus, the trend's probably accurate.

#3: Twitter will figure out how to grow again

-1 – While Twitter did indeed grow monthly active users in 2016 (from 305mm to 317mm) compared to 2015 (when they only grew from 302–305mm), that was a very low bar. Growth is growth, but I don't think Twitter has truly "figured out" how to grow yet. Maybe they'll take a page from Hunter Walk or Anil Dash.

#4: Social content engines will become a force

-1 – This is a tough one... SimilarWeb shows Pocket down in the overall app rankings but up as a referring source, and up on the mobile & desktop web with more engaged users on the platform. Meanwhile, Nuzzel has grown ~30% on the web (again, according to SimilarWeb). Instapaper and Feedly seem to be doing well, but not exceptionally so. I think these apps are a force in the influencer world, but their success breaking into the mainstream seems, as yet, limited.

#5: Yext will IPO, prompting even more interest in the world of local listings

-2 – I'm shocked I missed this one. I think Yext is probably still a likely IPO candidate in the next 12 months, but credit to them for staying private longer and building up for what I'm guessing will be a strong public offering.

#6: The death of normal distributions will hit both publishing and search results hard

+2 – Tragically, we did indeed see more consolidation, the loss of more news sources and networks, and the continued domination of Google's search results by the few over the many. I showed off our clickstream data on this in my MozCon intro:

#7: The rise of adblocking is going to trigger attempts at legislation and incite more sites to restrict adblocking users

-1 – One out of two isn't bad, but since my primary prediction was around legislation, I'll stay conservative and deduct a point. We did certainly see more sites, particularly ad-driven sites, shifting to subscriptions and getting much more aggressive in their treatment of adblocking users. Mashable wrote about how it appears, from many reports, that adblocking itself seems to have leveled off in 2016, which few would have predicted. Maybe the savvy users who wanted to avoid ads have all done their bit and most of the rest of the web's users don't mind ads all that much? Or maybe just not enough to do anything about it.

#8: DuckDuckGo will be the fastest-growing search engine of 2016

+2 – Barring perfect data for things like Amazon's Alexa/Echo (which is arguably a personal assistant, not a search engine) or for Google itself (which probably grew searches in the 10–15% range), it looks like this was spot on. Pretty impressive to see DuckDuckGo go from 8,606,321 searches per day on January 2nd, 2016 to 11,183,864 per day on January 2nd, 2017 — 30% year-over-year growth.

#9: Content marketing software for the non-enterprise will finally emerge

+1 – There's no clear, breakout market leader in content marketing software for SMBs (Canva might be on the brink). But, there are a lot of players and a few in strong positions. I'm not seeing any with tens of millions in pure SMB revenue, hence only one point, but this is a market space that even today is hotter than the SEO software space has ever been. There are at least 50 content marketing software companies with VC backing who have SMB offerings. In SEO, I don't think more than 5 companies have ever raised VC (versus private investment). And those 50 companies (plus the many private and unfunded ones) probably combine to serve a lot of customers, possibly more than the few SMB-focused SEO software companies ever have.

#10: The "big" trends for 2016: Wearables, VR, smart home, and Internet of Things will have almost no impact on the world of web marketing (yet)

-1 – I'm going to say that voice search applications that circumvent the web (and, thus, web marketing) are at least on the verge of having an impact on at least search, and possibly other channels soon too ("Alexa, read my Facebook feed to me so I don't have to see the ads.")

FINAL 2016 SCORE: +2

Whew! Just made it... Let's see what's on deck for the 12 months to come.


Rand's 8 Predictions for 2017

#1: Voice search will be more than 25% of all US Google searches within 12 months. Despite this, desktop volume will stay nearly flat and mobile (non-voice) will continue to grow.

I'm going out on a limb with this by predicting what most aren't — that voice search won't actually cannibalize desktop or typed mobile searches, but will instead just add on top of it. Today, between 20–25% of mobile queries are voice, but oddly, Google said in May 2016 the number was 20% whereas in September 2010, they'd said 25%. Either voice has been relatively flat, or the old number was incorrect.

KPCB's 2016 Trends report suggests the growth in voice search is higher, using implied Google Trends data (which, as those of us in SEO know, can be a dangerous, messy assumption). Clickstream data sampling and sources that track referrals (like SimilarWeb Pro) are likely better ways to measure the impact of cannibalization, and hopefully Google themselves (or third-party data sources with direct access) will report on the relative growth of voice to validate this.

In my opinion, voice search is the first true high-risk technology shift ever faced by the SEO world. If we see it cannibalize a substantive portion of search activity, we may find a pot that's been growing for 20 years is suddenly (possibly rapidly) shrinking. I'm still bullish on search growing for the next 2–3 years, but I'm watching the data carefully, as should we all.

#2: Google will remain the top referrer of website traffic by 5X+. Neither Facebook, nor any other source, will make a dent.

Here's SimilarWeb's breakdown for who sends traffic on the web:

I'd generally ignore "direct" as those include HTTPS->HTTP referrals that pass no referral string, every opening of every browser and browser tab, bookmarks, links from apps that don't carry referrals, etc. The data below is where I pay attention. There, Google is ~11X bigger than Facebook, which is ~1.5X YouTube.


My prediction is that Google continues to dominate, no matter the prognostications about Facebook or Snapchat or Amazon or anyone else making inroads to the overall traffic pie.

#3: The Marketing Technology space will not have much consolidation (fewer exits and acquisitions, by percentage, than 2015 or 2016), but there will be at least one major exit or IPO among the major SEO software providers.

Scott Brinker has been helpfully tracking the growth and changes to the marketing software landscape over the last decade, and there's been a metric ton of new entrants.

But, oddly enough, SEO has always remained a small player in the software world. The vast majority of the companies and tools in the list below are private, unfunded, and have annual revenues of <$1mm. A few larger players exist, but in every other marketing tech category, there's at least one player at 2–10X the size of our entire market combined.

Part of this is because very few entrepreneurs in the space have chosen to go the VC-backed, billions-or-bust route vs. pursue the relatively higher success and survival rates offered by small investors or bootstrapping. Part of it is because SEO as an industry is dependent on Google, which creates risk that many entrepreneurs and investors dislike. And part is because SEO has a bad reputation thanks to its shady past and a few spammy operators.

In 2017, I believe we'll see very little acquisition or IPO activity from martech players. But I think we will see one of the major SEO software players (most probably Yext, Searchmetrics, SEMRush, Brightedge, Conductor, STAT, Rio SEO, Sistrix, Yoast, or Moz itself) have a major exit. An IPO would make our field vastly more interesting to analysts and potentially investors and entrepreneurs, too. A large exit could start a wave of consolidation.

#4: Google will offer paid search ads in featured snippets, knowledge graph, and/or carousels.

In 2016, Google put shopping ads in image search, rolled out ads in local packs, and increased the number of top ads in AdWords to 4 (which can dominate many top-of-fold SERPs). Despite this, paid CTRs have been pretty flat.

Merkle/RKG data is awesomely transparent, but of course biased by the sites that use the agency and share their analytics/AdWords data. Directionally, it's usually solid, particularly on metrics like paid CTR, and I trust that it's rarely going to be way off. Their data also matches nicely to our own clickstream analyses, showing that 1.5%–2.5% of all search queries result in a click on a paid ad.

#5: Amazon search will have 4% or more of Google's web search volume by end of year.

You might have seen a report noting that Amazon is "beating" Google as the place consumers start their product searches. Unfortunately, that report used survey data, and we're all familiar with how poor web users are at estimating how they actually behave online.

Moz's clickstream data was more revealing here, showing that Amazon's probably ~2% the overall search volume of Google. You could certainly make the argument that perhaps only 4% of all Google searches are for products, and thus, Amazon is neck-and-neck. I suspect Google's still winning here, but my prediction is that Amazon will grow their search penetration and volume, in part thanks to Alexa/Echo, and in part because of their formidable Prime strategy, to be 4% or more of Google (doubling where they were this past summer).

#6: Twitter will remain independent, and remain the most valuable and popular network for publishers and influencers.

It's very in vogue to rag on Twitter — their share price has sunk. Their growth has been tepid. Trolls and abuse plague the platform and many of Twitter's leaders are culturally locked-in to a focus on "free speech" over improving the platform for abused and marginalized groups. Buzzfeed's report on these trends reveals a deep cultural rift that seems to be hurting the platform still.

Despite this, I'm bullish on Twitter remaining the most powerful way for publishers and influencers to connect, share, and converse. The platform's open systems (versus the closed ecosystems of Facebook, Instagram, Snapchat, etc) and its huge media presence give it a hard-to-catch lead in this field. That, and no one else seems to be trying, possibly because Twitter hasn't shown the growth that closed networks like Facebook have.

My other prediction, that Twitter remains independent, is a thorny and unpopular one. Supposedly, Twitter's put itself up for sale, but the bidders have been less than excited (or perhaps the premium the company is seeking is simply too high). In 2017, I think we'll continue to see an independent Twitter, growing revenue and users slower than Wall Street wants, but maintaining their cultural and influencer status.

#7: The top 10 mobile apps will remain nearly static for the year ahead, with, at most, one new entrant and 4 or fewer position changes.

Mobile apps have been a bugbear for many big brands, marketers, and app creators. While apps have dominated time spent on mobile, apart from games, the money to be made and that precious time spent is almost all flowing to the top few apps.

Nielsen reported that Amazon broke into the top 10 this year, but apart from that, it's been fairly quiet in the rankings shakeups at the head of the app curve. What's scarier is that Google and Facebook own a full 8 of the top 10 apps, and those apps are responsible for more than 90% of all app activity.

This is a winner-take-all market, and one with a surprisingly short tail to its demand curve. I'm predicting almost no change in 2017. Apps will be dominated by these few. For SEOs, apps continue to provide some extra ranking opportunities, mostly in mobile on Android (and a little less on iOS), but the "App Takeover" of SERPs and mobile search never appeared. Hopefully, you didn't over-invest in the trend!

#8: 2017 will be the year Google admits publicly they use engagement data as an input to their ranking systems, not just for training/learning

2016 saw Google backtracking a bit on the issue of search/visit/click/pogostick data, most saliently via Paul Haahr's excellent slide deck, How Google Works: An Ranking Engineer's Perspective.

Since then, there have been fewer dismissals of this fact than in the past, but some Googlers have maintained in public talks and on Twitter that query and click data cannot influence rankings (which we've proven over and over is highly improbable). I'm proud of Google for their work over the last few years to be generally less misleading and more open on issues of how their search engine works (subfolders vs subdomains being one of the continuing outliers where statements don't match reality). I'm hopeful this extends into the realm of engagement data because I believe it would have a real and positive impact on how many brands, publishers, and content creators of all kinds on the web think about what they create. The story in many circles is still "links + keywords," and the nuance that low-engagement content (and sites) will, over time, underperform even if they do these right, would be a great nudge in a positive direction.



Now it's your turn — where do you think I'm right? Wrong? Crazy? And what predictions are you making for SEO and search marketing in 2017?


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Wednesday, January 4, 2017

France’s digital minister delivers a progress report from CES on efforts to build a startup nation

Battling its reputation as a nation of luddites who hated innovation, the government of France launched a program in 2013 called “La French Tech” in an effort to change that perception. The program is a mix of marketing, financial support, regulatory reforms, and community building that has been fighting to deliver a shot of adrenaline to 

Tuesday, January 3, 2017

HyperX reveals Cloud Revolver S headset with plug-and-play Dolby Surround Sound

Kingston’s HyperX gaming brand has already established itself as a high-quality peripheral manufacturer that sells its wares at relatively low prices, and it’s aiming to build on that reputation with the introduction of its latest high-end headset. They HyperX Cloud Revolver S is the company’s newest headset, and it debuts in March for $150. The 

Why All 4 of Google's Micro-Moments Are Actually Local

Posted by MiriamEllis

localmicromoments.jpg

When America’s first star TV chef, Julia Child, demonstrated the use of a wire whisk on her 1960’s cooking show, the city of Pittsburgh sold out of them. Pennsylvanians may well have owned a few of these implements prior to the show’s air date, but probably didn’t spend a lot of time thinking about them. After the show, however, wire whisks were on everyone’s mind and they simply had to have one. Call it a retro micro-moment, and imagine consumers jamming the lines of rotary phones or hoofing it around town in quest of this gleaming gadget … then zoom up to the present and see us all on our mobile devices.

I like this anecdote from the pages of culinary history because it encapsulates all four of Google’s stated core micro-moments:

I want to know - Consumers were watching a local broadcast of this show in Pittsburgh because they wanted to know how to make an omelet.

I want to go - Consumers then scoured the city in search of the proper whisk.

I want to buy - Consumers then purchased the implement at a chosen retailer.

I want to do - And finally, consumers either referred to the notes they had taken during the show (no DVRs back then) or might have turned to Julia Child’s cookbook to actually beat up their first-ever omelet.

Not only does the wire whisk story foreshadow the modern micro-moment, it also provides a roadmap for tying each of the 4 stages to local SEO via current technology. I’ve seen other bloggers pointing to the ‘I want to go’ phase as inherently local, but in this post, I want to demonstrate how your local business can decisively claim all four of these micro-moments as your own, and claim the desirable transactions resulting thereby!

Understanding Google’s definition of micro-moments

Google whisked up some excitement of their own with the publication of Micro-Moments: Your Guide to Winning the Shift to Mobile. Some of the statistics in the piece are stunning:

  • 65% of smartphone users look for the most relevant information on their devices regardless of what company provides that information,
  • 90% of them aren’t certain what brand they want to purchase when they begin their Internet search,
  • 82% consult their smartphones even after they are inside a chosen store,
  • and ‘how-to’ searches on YouTube are growing 70% year-over-year.

Google defines micro-moments as “critical touch points within today’s consumer journey, and when added together, they ultimately determine how that journey ends,” and goes on to identify mobile as the great facilitator of all this activity. It’s simple to think of micro-moments as a series of points in time that culminate in a consumer arriving at a transactional decision. For local business owners and their marketers, the goal is to ‘be there’ for the consumer at each of these critical points with the resources you have developed on the web.

Let’s reverse-engineer the famous tale of the wire whisk and put it into a modern technological context, demonstrating how a hypothetical cooking supply store in Pittsburgh, PA could become a major micro-moments winner in 2017.

A variable recipe for local micro-moments success

I want to be sure to preface this with one very important proviso about the order in which micro-moments happen: it varies.

For example, a consumer might decide she wants to patch cracks in her ceiling so she watches a video on YouTube demoing this >>> looks up the name of the putty the YouTube personality was using >>> looks up where to buy that putty locally >>> buys it. Or, the consumer could already be inside a home improvement store, see putty, realize she’d like to patch cracks, then look up reviews of various putty brands, look at a video to see how difficult the task is, and finally, purchase.

There is no set order in which micro-moments occur, and though there may be patterns specific to auto body shops or insurance firms, the idea is to be present at every possible moment in time so that the consumer is assisted, regardless of the order in which they discover and act. What I’m presenting here is just one possible path.

In quest of the fluffier omelet

Our consumer is a 30-year-old man named Walter who loves the fluffy omelets served at a fancy bistro in Pittsburgh. One morning while at the restaurant, Walter asks himself,

“I wonder why I can’t make omelets as fluffy as these at home. I’m not a bad cook. There must be some secret to it. Hey — I challenge myself to find out what that secret is!”

I want to know

While walking back to his car, Walter pulls out his smartphone and begins his micro-moment journey with his I-want-to-know query: how to make a fluffier omelet.

Across town, Patricia, the owner of a franchise location of Soup’s On Cooking Supply has anticipated Walter’s defining moment because she has been studying her website analytics, studying question research tools like Answer The Public, watching Google Trends, and looking at Q&A sites like this one where people are already searching for answers to the secret of fluffy omelets. She also has her staff actively cataloging common in-store questions. The data gathered has convinced her to make these efforts:

  1. Film a non-salesy 1.16-minute video in the store’s test kitchen demonstrating the use of a quality wire whisk and a quality pan (both of which her store carries) for ideal omelet results.
  2. Write an article/blog post on the website with great photos, a recipe, and instructions revealing the secrets of fluffy omelets.
  3. Include the video in the article. Share both the article and video socially, including publishing the video on the company’s YouTube channel (*interesting fact, it might one day show up inside the company’s Google Knowledge Panel).
  4. Answer some questions (electric vs. balloon whisk, cast iron vs. non-stick pan for omelet success) that are coming up for this query on popular Q&A-style sites.
  5. Try to capture a Google Answer Box or two.

Walking down the street, Walter discovers and watches the video on YouTube. He notices the Soup’s On Cooking Supply branding on the video, even though there was no hard-sell in its content — just really good tips for omelet fluffiness.

I want to go

“Soup’s On near me,” Walter asks his mobile phone, not 100% sure this chain has an outlet in Pittsburgh. He’s having his I-Want-To-Go moment.

Again, Patricia has anticipated this need and prevented customer loss by:

  1. Ensuring the company website clearly lists out the name, address, and phone number of her franchise location.
  2. Providing excellent driving directions for getting there from all points of origin.
  3. Either using a free tool like Moz Check Listing to get a health check on the accuracy of her citations on the most important local business listing platforms, or complying with the top-down directive for all 550 of the brand’s locations to be actively managed via a paid service like Moz Local.

Walter keys the ignition.

I want to buy

Walter arrives safely at the retail location. You’d think he might put his phone away, but being like 87% of millennials, he keeps it at his side day and night and, like 91% of his compadres, he turns it on mid-task. The store clerk has shown him where the wire whisks and pans are stocked, but Walter is not convinced that he can trust what the video claimed about their quality. He’d like to see a comparison.

Fortunately, Patricia is a Moz Whiteboard Friday fan and took Rand’s advice about comprehensive content and 10x content to heart. Her website’s product comparison charts go to great lengths, weighing USA-made kitchen products against German ones, Lodgeware vs. Le Creuset, in terms of price, performance for specific cooking tasks, and quality. They’re ranking very well.

Walter is feeling more informed now, while being kept inside of the company’s own website, but the I-Want-To-Buy micro-moment is cemented when he sees:

  1. A unique page on the site for each product sold
  2. Consumer reviews on each of these pages, providing unbiased opinion
  3. Clearly delineated purchasing and payment options, including support of digital wallets, Bitcoin, and any available alternatives like home delivery or curbside pickup. Walter may be in the store right now, but he’s glad to learn that, should he branch out into soup kettles in future, he has a variety of ways to purchase and receive merchandise.

I want to do

The next day, Walter is ready to make his first fluffier omelet. Because he’s already been exposed to Patricia’s article on the Soup’s On Cooking Supply website, he can easily return to it now to re-watch the video and follow the recipe provided. Even in the I-want-to-do phase, Walter is being assisted by the brand, and this multi-part experience he’s now had with the company should go far towards cementing it in his memory as a go-to resource for all of his future culinary needs.

It would be excellent if the website’s page on fluffy omelets also challenged Walter to use his new whisk for creating other dishes — perhaps soufflés (for which he’ll need a ceramic ramekin) or chantilly cream (a nice glass bowl set over ice water helps). Walter may find himself wanting to do all kinds of new things, and he now knows exactly where he can find helpful tutorials and purchase the necessary equipment.

More micro-moment variables

As we’ve seen, it’s completely possible for a local business to own all four of Google’s attested micro-moments. What I can’t cover with a single scenario is all of the variables that might apply to a given geography or industry, but I do want to at least make mention of these three points that should be applicable to most local businesses:

1. Understanding how Micro-Moments Begin

The origins of both I-want-to-do and I-want-to-know moments are incredibly varied. A consumer need can arise from something really practical, as in, it’s winter again and I need to buy snow tires. Or, there can be public/cultural happenings (like Julia Child’s cooking program) to which consumers’ ultimate transactions can be directly traced. To discover the sparks that ignite your specific customers’ micro-moments fires, I recommend delving further into the topic of barnacle local SEO — the process of latching onto existing influences in your community in order to speak to existing wishes and needs.

2. Investing in mobile UX

Google states that 29% of smartphone users will immediately navigate away from any website or app that doesn’t satisfy them. 70% of these cite slow loading and 67% cite too many steps to reach information or purchase as reasons for dissatisfaction. On November 4, 2016, Google announced its major shift toward mobile-first indexing, signaling to all website publishers that Google sees mobile, rather than desktop, as the primary platform now.

Google’s statistics and policies make it irrefutable that every competitive local business which hasn’t yet done so must now devote appropriate funds to creating the best possible mobile user experience. Failure to do so risks reputation, rankings, and revenue.

3. Investing in in-store UX

Though my story of Walter touches briefly on the resources Patricia had built for his in-store experience, I didn’t delve into the skyrocketing technology constantly being pioneered around this micro-moment phase. This would include beacons, though they have so far failed to live up to earlier hype in some ways. It could involve the development of in-store apps. And, at the highest echelons of commerce, it could include kiosks, augmented, and virtual reality.

From shoestring to big-time, micro-moments aren’t so new

KFC may strive to master I-want-to-buy moments with chicken-serving robots, Amazon Go may see micro-moments in checkout-free shopping, and Google Home’s giant, listening ear may be turning whole lives into a series of documented micro-moments, but what makes sense for your local business?

The answer to this is going to be dictated by the competitiveness of your industry and the needs of your consumer base. Does a rural, independently owned hardware store really need a 6-foot-high in-store touch screen enabling customers to virtually paint their houses? Probably not, but a well-written comparison of non-toxic paint brands the shop carries and why they’re desirable for health reasons could transform a small town’s decorating habits. Meanwhile, in more competitive markets, each local brand would be wise to invest in new technology only where it really makes proven sense, and not just because it’s the next big thing.

Our industry loves new technology to a degree that can verge on the overwhelming for striving local business owners, and while it can genuinely be a bit daunting to sink your teeth into all of the variables of winning the micro-moment journey, take heart. Julia Child sold Pittsburgh out of wire whisks with a shoestring, black-and-white PBS program on which she frequently dropped implements on the floor and sent egg beaters flying across rooms.

With our modern capabilities of surveying and mining consumers needs and presenting useful solutions via the instant medium of the web, what can’t you do? The steps in the micro-moments funnel are as old as commerce itself. Simply seize the current available technology ... and get cooking!


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