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Only 30% of SMBs would recommend their current SEO provider, survey finds

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“I was surprised to see that many clients blame themselves for the SEO agency relationship going sour,” said Brian Dean, founder of Backlinko, referring to his survey of 1,200 business owners, in which just 30% would recommend their current SEO agency and another 30% said they would leave a negative review.

The report also found a strong relationship between budget and satisfaction, with clients who dedicated over $500/month to SEO services being 53.3% more likely to describe themselves as “extremely satisfied” compared to those who spent less. Budget was just one of the many factors that contributed to the overall perception of SEO services — the survey also asked business owners about their comfort with the subject, expectations, preferences and their top priorities when selecting an agency.   

Client education and satisfaction. “In fact, 50% of our panel told us that ‘I feel like I need more training to fully benefit from what SEO offers,’ and another 28% said that they didn’t have the staff to implement the SEO provider’s recommendation,” Dean told Search Engine Land. 

The survey also found that 44% of SMBs left their SEO provider because they were dissatisfied with business results and 34% said it was due to responsiveness and customer service issues. The subset of business owners that were happy with their SEO service were found to be twice as likely to describe themselves as “extremely web savvy,” whereas lapsed clients (those that have worked with multiple SEO services) were significantly more likely to claim that they are not web savvy.

“This finding shows that client education can be the difference between losing a client after a few months… and having a loyal client for years. And that supporting clients with resources (or just being a ‘squeaky wheel’) can help agencies get their client’s title tag changed or their Google My Business listing fixed,” Dean explained.

Client expectations and preferences. The top three priorities for business owners enlisting SEO services were increasing site traffic (65% of respondents), accessing new customers (62%) and driving up brand awareness (61%). 

seo-clients-value-new-customers-traffic-and-brand-awareness
Business owners’ expectations from SEO service providers. Image sourced from Backlinko.

On the flip side, social media presence seemed to be a lower priority, with just 26% of respondents marking it as extremely important. Once more, Dean cited a lack of education as a possible factor, explaining that agencies can see the benefits of social media marketing but SMBs may not be aware of the potential.

“Marketing pros understand that social media can help boost traffic, brand awareness and sometimes even sales. But it’s a challenge for a pizza shop owner or a dentist to see how posting on Instagram will help bring more customers through the door. It takes someone with social media marketing experience to connect the dots.”

Choosing an agency. 74% of SMBs said reputation was the highest priority, marking it as either “very” or “extremely” important. Cost (70%) and Google rankings (59%) were also considerations when selecting an SEO provider. 

Physical location was also a large factor in whether a client chooses or stays with an agency — 78% of US-based SMBs considered their provider’s location either “very” or “extremely” important. Interestingly, just over half the respondents actually knew where their agency was located. 

In line with the social media findings mentioned above, an agency’s social media presence was lowest (38%) on the list of considerations. 

Why we should care. The survey paints a bleak picture of client satisfaction. Even if they blame themselves, that doesn’t absolve SEOs. Clients who understand what we’re doing, why we’re doing it and what they’re paying for are happier with our services. For clients who need it, SEOs should consider education a part of their regular duties.  
 
The relatively low value placed on building a social media presence may not apply to all brands, but a client’s priorities should be listened to — not assumed. As Dean stated in his findings, “a newly-hired SEO provider that says: ‘Our first step is going to be to get more likes on your Facebook page’ isn’t speaking their client’s language. On the other hand, kicking off the client-provider relationship with: ‘I look forward to helping you get more targeted traffic and customers’ will likely result in a more satisfied client.”

The findings also suggest that an agency’s social media presence is a much less important factor than geographical location. Instead of pouring resources into social campaigns, buying local ads or raising awareness for your services within your immediate community may be a more worthwhile investment.


About The Author

George Nguyen is an Associate Editor at Third Door Media. His background is in content marketing, journalism, and storytelling.

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How to tackle rising Facebook CPAs

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SAN JOSE – With more advertisers and bigger budgets crowding onto Facebook and Instagram, acquisition costs are climbing. Advertisers can make their social ad dollars go further by re-thinking campaign fundamentals.

“You need to make sure you’re scaling your available inventory for click-through rates, mirroring your audience, and being dynamic,” 3Q Digital’s Senior Strategy Development manager Madeline Fitzgerald said in sharing tips for lowering CPAs across Facebook at SMX West Thursday.

Deconstructing Facebook CPCs

Audience size: bigger is usually better. CPCs on Facebook are affected by audience size, account structure, and click-through rates (CTR). The narrower and smaller your target audience, the more competitive your bid will need to be, Fitzgerald explained. The competition in the auction will ultimately impact the CPC outcome.

“If you’re noticing that your CPCs are really high, one of the first things you should do is check your audience sizes. If you’re seeing that [it’s] getting too specific, see if there are any other interests, behaviors, demographics that we can add.” Doing so, she explained, will help to broaden the target pool and give the Facebook algorithm more options to show your ads.

If you’ve reached a ceiling, broad targeting might be the next step. “If you already have a mature account, don’t go straight to this if you’re still early on in your testing phases. But if you’re trying to get to that next level, broad targeting is great way to do so,” Fitzgerald explained.

Account structure and segmentation. Account structure and the way we segment our ad sets can also determine the available ad inventory. Ads can run across a range of Facebook properties – from News Feed and Messenger to Stories and Instagram feeds. When we add segmentations like placements or geographies, the audience pool becomes restricted and advertisers might miss out on more efficient inventory.

“The algorithms are smarter than we are,” she reasoned. “Let the robots have it on factors like devices and placements. A couple of years ago, we laughed at everyone who did that. But we’re actually seeing a 13% lower CPA with some of our clients who [no longer segment those].”

Segmentation can be valuable when focusing on the funnel stage – i.e. audience personas, creative, and destination pages. But Fitzgerald recommends skipping demographics, geographies, devices, and placements — any of the factors you can’t edit after you set them up.

Campaign budget optimization. Soon, ad set budgets will be going away, in favor of campaign budget optimization (CBO), which uses machine learning to automatically serve ads to the target audience based on predictive analysis.

“I think the biggest way to figure out how to work this into our strategy is to think about the language Facebook is using to tell us about how the algorithm operates. Facebook tells us that CBO looks at the available opportunities – which is a combination of audience size and the audience’s propensity to actually convert into billable opportunities.”

Facebook’s algorithm prioritizes volume over potential for conversion,
which is why CBO works, she explained. Marketers can group together audiences with
similar potential reach or size and the budget optimization tool will see more
conversion potential for larger audience within the budget.  

Conversions are in the creative

Mirror your audience. “As advertisers, it’s our job to help users see themselves
and their goals – what they want to accomplish – in our creative. We need to
make sure we’re making it very obvious for them,” said Fitzgerald.

Compelling ad creative should be able to clearly visualize
the value proposition of what’s being promoted. And it’s not just about getting
more users in the door, it’s about getting the right users in the door
because they were drawn to your creative.

Engage audiences with video. Facebook has been pushing advertisers
to use animation and video for some time now, but Fitzgerald argues advertisers
still aren’t doing enough with it.

“A lot of advertisers take existing creative and put a slow
zoom on it, or pull a three-minute explainer video and think that counts as an
ad. But that’s not really what we’re being called to as advertisers here,” she said.
“It’s our job to figure out how to leverage movement in a more disruptive way,
and think about new original ways to talk to people.”

Highlight clear value in the copy.  Effective copy isn’t about being brand heavy. It’s about
making users comfortable with clicking on an ad. Fitzgerald explained that advertisers
can build that trust and comfort by keeping ad copy directly tied to the value of
what you’re selling.

“We want to make sure users don’t need to go through any guesswork to figure out what’s going to happen next,” Fitzgerald said. “People don’t want to have to read through your whole website to understand why they should engage with your brand.”

This story first appeared on Marketing Land. For more on digital marketing, click here.

Original URL:https://marketingland.com/how-to-tackle-rising-facebook-cpas-276352


About The Author

Taylor Peterson is Third Door Media’s Deputy Editor, managing industry-leading coverage that informs and inspires marketers. Based in New York, Taylor brings marketing expertise grounded in creative production and agency advertising for global brands. Taylor’s editorial focus blends digital marketing and creative strategy with topics like campaign management, emerging formats, and display advertising.



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New local SERP live in Europe

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In April 2019, Google was experimenting with a new local SERP that highlighted alternative directory sources for the same query. At the time, we saw an example in the wild for Germany. Now, an updated version of the SERP featuring branded directory buttons appears to be live in the UK, Belgium, Spain, Greece, and France – if not already throughout Europe.

A more prominent directory box. Below is an example screenshot from a UK search, showing directory links above the map and local pack.

SERP showing results for ‘asbestos removal Halifax UK

This change in the SERP grows out of Google’s continuing effort to comply with the European Commission’s antitrust decision in shopping search. It’s also an attempt by the company to preempt a separate antitrust action in local search.

Yelp previously criticized these types of screens as a return to Google’s “rival links” remedy, which was originally proposed in 2013 and ultimately rejected by the European Commission.

UK SERP showing a local carousel above the map

How are the directories selected? One obvious and immediate question is how are the displayed directories chosen? This isn’t an ad unit, in contrast to the solution implemented in shopping search. In the latter context, comparison shopping engines and Google Shopping bid against one another for placement in PLAs. However, there’s no comparable “sponsored” or “ad” label in the directory box or carousel above.

We must assume that Google is algorithmically choosing the directories to display. In the UK example above, clicking on the directory box links takes users to a category page in the case of Yell but a business profile page in the case of Cylex. Other searches (e.g., “dentists, London”) show a carousel with multiple, alternative directories.

In some cases, the directories appear on the first page of the organic results, below the map. In other cases, they do not.

Why we care. It remains to be seen whether this approach is acceptable to the European Commission. Part of that will depend on whether the buttons drive meaningful traffic to these publishers. If so it could revive the fortunes of at least some of them (think “barnacle SEO”), which have continued to see declining traffic as Google My Business and zero-click search grab more user focus and engagement.


About The Author

Greg Sterling is a Contributing Editor to Search Engine Land, a member of the programming team for SMX events and the VP, Market Insights at Uberall.



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E-commerce category pages outperform product detail pages in SERPs

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E-commerce category pages represent a larger opportunity for ranking and driving organic search traffic than product detail pages, according to research unveiled at SMX West 2020 on Thursday. 

Across nearly 30 top U.S., e-commerce sites ranking for more than 25 billion keywords, category pages outperformed product detail pages, driving more keyword rankings and estimated traffic, as well as showing higher potential to capture additional traffic with optimization.

The data – culled by JumpFly and seoClarity from Google’s rankings in the U.S. – highlight the outsized role that category pages play in upper-funnel marketing efforts to drive brand awareness and interest.

Specifically, e-commerce category pages – which include parent category, subcategory and product grid pages with faceted navigation – ranked for 19% more keywords on average than product detail pages ranked for. The additional keywords they ranked for drove an estimated 413% more traffic, based on the keywords’ search demand and the pages’ ranking position. With optimization, those ranking category pages also showed the potential to drive 32% more traffic.

Even though category pages drove strong traffic, there’s a significant amount of room to improve ranking performance. On average, each captured an estimated 9% of the share of voice in its search results page. That means that the other ranking pages captured an estimated 91% of the clicks. Product detail pages, by contrast, captured just 2% of the share of voice.

E-commerce sector trends

The strong-category-page trend was most apparent across sectors that naturally target more generic head and torso keywords. For example, sites that sold cordless hammer drills, table lamps and cowboy boots drove stronger performance with category pages, including fashion, home goods and home improvement, as well as department store sites.

Interestingly, the results varied for one sector tested: electronics. One likely reason that product detail pages perform more strongly in this sector could be that electronics keyword themes tend to contain more concrete product attributes than those in other e-commerce sectors. For example, common TV searches include specifics like the size, display technology, resolution, brand and whether it’s “smart” or not. Product names for electronics also tend to contain some of those attributes to differentiate the many similar products available. Therefore, the relevance between a detailed search query and the details in the product name is higher than it would be for other sectors.

Regardless of sector, however, the direct-to-consumer space drove the strongest category-page results, with category pages ranking for 356% more keywords than product detail pages. These brand manufacturers selling their own products on their sites – like Apple, IKEA, The Gap and Nike – drove an estimated 202% more traffic with category pages, and had the potential to drive 233% more traffic.

Marketplaces and auctions

No e-commerce story is complete without a look at marketplaces and auctions. Unfortunately, there wasn’t a strong consensus among the sites in either group.

Behemoth Amazon bucks the trend with product detail pages ranking for an incredible 21,847% more keywords: 34 million keywords compared to the meager 155,000 keywords that its category pages ranked for. Amazon’s product detail pages also drove an estimated 57.5 times more traffic, and had the potential to drive 275.7 times more traffic. 

This makes a certain amount of sense based on Amazon’s strength in media and electronics sales. Both sectors are more focused on the types of keywords that product detail pages would naturally win – book and movie titles, and product attributes. In fact, one of Amazon’s best practices for product detail pages involves placing as many product attributes as possible into its 50- to 250-character product names. 

Conversely, the product names, and consequently the title tags that are typically based on them, tend to be very short and vague on most e-commerce sites. One luxury jewelry site, for example, has more than 10 products named simply “Ball Ring.”

Walmart’s smaller marketplace system acted more like Amazon with product detail pages that ranked more strongly. Though technically classified as a marketplace since its Target+ expansion to include third-party sellers last year, Target’s much smaller network acted more like a department store with stronger category pages. 

On the auction side, eBay acted more like a department store with slightly stronger category pages, while Etsy drove more rankings with its product detail pages.

Why it matters

This research suggests that category page optimization is a valuable area to prioritize to boost your organic search rankings and traffic.

Category pages form the backbone of an e-commerce site as the clickable representation of the site’s taxonomy. Every category page naturally targets a series of keyword themes that form a path through the funnel. The head keyword sits at the mouth of the funnel, while the related, more detailed themes step lower to form the torso and long tail that move toward the tip of the funnel. Traditionally, the product keywords sit at the very tip of the funnel, converting the customer to a sale.

For example, an e-commerce site that sells clothing could have the following click path through a series of five category pages: women’s clothing > dresses > maxi dresses > black maxi dresses > XL black maxi dresses. Each of those five pages targets a unique keyword theme with a place in the sales funnel. Optimizing category pages enables you to capture those searching customers as they explore their purchase options.


Opinions expressed in this article are those of the guest author and not necessarily Search Engine Land. Staff authors are listed here.


About The Author

Jill Kocher Brown is a 14-year SEO consultant, author, speaker, and editor. She loves data-driven decisions, scalable SEO strategies, e-commerce and technical SEO. A veteran of five agencies and in-house twice, Jill can be found these days at digital marketing agency JumpFly, Inc., where she’s pioneering the SEO practice.



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