Your Brand, Your Reputation

February 1st, 2012 by Kelly Baltzell, MA

How Do Pet Owners View Your Business?

Computer with Brand StampBusiness owners tend to become overwhelmed with managing their brand. Typically, the first question is where to start? To help with what to look for when doing a quick review of your online brand, I have created a checklist. First, sit down at a computer and grab a pad of paper and pen to go through this exercise. It might help to have a person who is an outside observer walk through this process with you to give a different perspective.

  1. Do a search for your town, state, and the word “veterinarian.” Is your business listed on the first page of Google? Do you have reviews? What do they say about you? Remember, 70% of people use online reviews when making a purchasing decision. If you have more negative reviews then positive ones, would you want to use your business services based on this information? Neither do the people who are researching you.Are other reviews placed with other review services? You can see by either scrolling your mouse to the right of your listing, triggering a fuller listing of your business to pop up, or by doing a search in Google for the name of your business with the word “review” after it, such as “ABC Veterinary Hospital, Anytown, State, Reviews.” What pops up? Typically, there are multiple places people are leaving online reviews about your business. Remember, you cannot turn these review places off! The only option is to take control of these sites by encouraging happy customers to post reviews and engaging with the ones who do post via responses to reviews.Can people also click on this search engine/review results in Google or elsewhere and go to your website? Or does it go nowhere? If the click cannot take people through to your business website, then your marketing circle has a big disconnect and people will most likely pursue another search result.
  2. If you can click through to your website, is the correct logo showing? Can you read the name of your business? Are the animals in the logo the species you see at the hospital? When was the last time your logo was updated? What does it say about your business? Current? Out of date? Fun? Serious? Is this what you want people to glean from your logo when they view it?
  3. What about your website? Does it look out of date? Are social media icons listed that enable people to leap to the next point in your marketing circle? What about a blog? Sign up for a newsletter? YouTube videos? What about your services? To see an example of the newest model of website design integrated with social media, look at www.animalmedical.net. How does your website compare to this one?
  4. Finally, Facebook and Twitter should be accessible from the business website and from each other, and the website should link back to both. These crosslinks help complete the marketing circle. For an example of how this would look on Facebook, please visit www.facebook.com/NapervilleAnimalHospital. Questions to ask about these platforms are:
    • Does your business have a Facebook page? If so, who are the admins for the page? The owner of the business should be one of them.
    • Has the Facebook page been used to its full potential, meaning graphics, links to other pieces of the marketing circle, and pictures added?
    • On Twitter, has a custom background been added?
    • Has the Twitter account been slaved to the Facebook page—at least to start if there are not enough resources in the hospital to manage both platforms?
    • Has a marketing plan been created that focuses on a single message from the hospital brand per month? If so, is one person in charge of this message or are many going in different directions?

How did your business fare? Any disconnects? Please let us know how we can assist in making your marketing circle stronger and connected. For a free consultation, please visit http://www.beyondindigopets.com/contact/.

Getting Found Online: Optimization Options

January 23rd, 2012 by Trice Atkinson

When people want to find services in their area, from an oil change for their car to a dentist for their dog, they start with an online search. A very large majority and growing number of consumers now use online media when researching products or services in their local area, rather than using the phone book. If your business isn’t found, it doesn’t exist for them. Join us for our Wednesday webinar  to learn about ways to make sure potential customers find your business online. We’ll be covering areas such as the basics of how search engines work, as well as various ways to help your business get found — including how organic search stacks up against Google’s paid search advertising options. And in addition to touching on how Google AdWords/Pay-Per-Click campaigns fit into the overall picture, we’ll take a peek at Google’s new “AdWords Express” option, and the buzz this is creating amongst location-based businesses.Google Search

Five ways to engage your clients through Social Media

January 18th, 2012 by Melanie Burger

If you’re thinking about using social media networks like Facebook or Twitter to reach our to your clients, but haven’t known where to start, here are 5 easy ways to start building your presence:

  1. Decide to start

    For your social media efforts to have a real impact on your business, you need to be committed to them. Simply setting up a Facebook page and then forgetting about it will not help you to develop a better relationship with your clients. You need to commit to being present and engaging with your followers. This is what will keep them coming back, and telling their friends.

  2. Build your network with people you already know first

    It can be daunting to think about how to gain new “likes” on a page that currently doesn’t have any. The best way to start is by reaching out to people you already know. If you have clients who you know are on Facebook, send them an invitation to like your page.If you can’t find anyone online, ask them in person. Marketing your Facebook page outside of Facebook is a great way to get people interested. Put up a counter sign or a poster, add your Facebook URL to your business cards and clients’ invoices, put a “like us” box on your website. Promote yourself!

  3. Be real

    Don’t be afraid to let your Facebook page have a personality. Talk to your followers the way you would talk to your friends (while still keeping it professional, obviously).  People follow brands on Facebook because they want to interact with the people behind the brand. They want to make a connection with you. If you make your page too sterile, they’ll stop coming back.Answer client questions, share funny pictures and videos, give advice, inform clients of events or specials. But most important, don’t be afraid to have fun!

  4. Recognize and reward

    People love recognition. When your followers start participating on your wall, be sure to reward them for their activity. It can be as simple as replying to a post, or you can take it as far as offering them a gift certificate or discount to thank them for their activity, depending on the level of participation involved.

  5. Monitor

    Facebook offers “Insights” to help you keep an eye on how your page is growing. You should be monitoring this once a week or so to get information such as the average age of your followers, the ratio of men to woman, and, most importantly, the reach and virality of your page posts. This metric will help you understand which of your posts are the most popular with your followers, so you can adjust future posting habits to include more of that post type.

These are the basics for building a solid social media foundation on Facebook. Keep in mind, there are other social media channels to explore, such as YouTube, Twitter, and Google+. While you don’t need to be on all of these networks all the time, it’s important to know that they exist, and do provide additional opportunities for you to reach people.

For more information register for our free webinar, Five Ways to Reach Your Clients on Facebook & Twitter. If you’d like help in setting up or managing your Social Media presence, please contact Melissa Neff at 877-244-9322 ext 100 or melissa@beyondindigo.com.

Online Reviews: What Are Your Customers Saying?

January 9th, 2012 by The Online Reputation Management Team

Consumers are increasingly relying on online reviews to make decisions on which local service providers to use. According to a number of sources, a large majority of Americans affirm that online customer reviews influence their decisions  about where to purchase products or services, and it’s highly likely that this number will only increase over time. Did you know that business listings and reviews can be displayed at local search sites and online directories without opt-in or involvement of the business owner? This may be common knowledge to the web-savvy Internet user, but may surprise some old-school entrepreneurs. The proverbial horse is out of the barn regarding this phenomenon. Becoming involved in online dynamics, such as finding out where one’s business is listed and what consumers might be saying, as well as how best to work with negative reviews and dissatisfied customers, is now incumbent on business owners.

Join us for an upcoming webinar on this very topic, “Online Reviews: What Are Your Customers Saying?” to learn more about the world of online listings and reviews, how your online business reputation can be affected by these reviews, and what to consider as you navigate this influential territory. Check out the Beyond Indigo webinar page to find out details and sign up for your spot in this Wednesday afternoon webinar.

Another Cartoon From Greg Bishop’s “Fauna” Series

January 3rd, 2012 by Melanie Burger

Fauna by Greg To see more cartoons from Greg Bishop, visit his website at www.faunacartoon.com.

 

 

3 Simple Rules for Internet Marketing

December 14th, 2011 by Melanie Burger

The old saying goes that if you build it, they will come. We’ve found that saying doesn’t apply to online marketing. When it comes to the Internet, not only do you have to build it, you have to be sure it is built correctly. What’s more, you have to market it!

Here are a few simple rules that will help you on your way to online marketing success:

1. Content is King.

This phrase has been said so often that it’s become cliché, but that’s only because it’s so true! Just like you can count on your dog to actually sniff that fire hydrant, you can count on users to visit websites that have good and interesting content. Nowadays we are swimming in data; the key is to make sure the data your offering to your users is more interesting and compelling than that of your competitors. This is what will keep them coming back.

2. Consistency = Comfort.

We already know that your content needs to be compelling. Another key in online marketing is making sure your content is consistent. Think of McDonald’s. Whether or not you eat there, you know exactly what they offer and what you can expect from them as a brand. This is the type of consistency we as consumers have been trained to respond to. We trust brands that offer us consistency, and we’re more likely to buy from the brands that we trust.

3. Multiple Platforms Reach Multiple People.

Your clients are spending their time in a lot of different places these days, so it no longer makes sense to place a yellow page ad and think that they’ll come to find you. You need to go and find them in the places where they already are, namely: Facebook. We know it can be a little daunting if you’re not familiar with social media, but when you consider that 93% of adult Americans are on Facebook, it becomes a no-brainer. Your customers are there, and they expect you to be too. Don’t let fear of the unknown prevent your business from reaching potential new clients.

We are here to help you succeed! Call our Sales and Marketing Manager, Melissa Neff at 877.244.9322 x100, or send her an email.

A Website Primer

December 6th, 2011 by Melanie Burger

Do you get a tension headache right between your eyes when the words “websites” and “marketing” are Confused Web Usermentioned? You are not alone. For most veterinarians, marketing on the Internet makes their heads spin. Before you reach for the aspirin, take a moment to learn the basics. Let’s get started.

1.   Domain Name

Do you own your own domain name? If you’re not sure what that even means, your domain name is the name that falls inside www.______.com. For example, if your business is called ABC Vet Clinic, your domain name might be www.abcvetclinic.com. Owning your domain name is the first step in building credibility and trust online.

2.   Servers

Servers are where a website “lives.” It is a different place from where your domain name “resides.” Today servers are a business unto their own. A proper location for a server is on a “farm” which is a building that holds thousands of servers. This building has a battery back-up tied to a generator back-up. Your Internet provider should have their own servers located in a farm, provide backups to the servers, have fail-safe systems in place (meaning if one server goes down another turns on quickly) and have hacking/virus protections in place.

3.  User Interface

This is the space where humans and machines interact. Just like the lobby of your building is the place where humans and your business begin to interact, the home page of your website is the place where people and your online business first meet. It is critical that you have a website that invites people “through the door” and offers them clear, logical places to go to get the information they need.

You now have the basic knowledge you need to start to look critically at your own website. Or, if you don’t have one yet, start to think about your next steps. That wasn’t so bad, was it?

If you have questions or want to learn how we can help, please contact our Marketing and Sales Manager, Melissa Neff.

What Should I Write About? Tips for Your Veterinary Blog

October 28th, 2011 by Jeanne Pelletier

If you’re thinking about starting a blog for your veterinary practice, you may be wondering, “What should I write about?” Well, your high school English teacher was right. Write what you know.

Almost anything that affects your practice can be turned into a blog post. Unlike an article or pamphlet, blogs are intended to be immediate and casual. Strive for an informal, newsy tone.

For starters, try these:

Information about pet health. How to brush a dog’s teeth, how to give a cat a pill. Any general pet health information you routinely give clients can make a great blog post.

Current events or issues affecting pets in your area. Has a pet food recall affected your area? A local tick infestation? A heat wave that could pose a danger to unprotected pets? Blogging timely issues like these help get information to your clients (and potential clients) quickly. Over time, they’ll think of your site as a place to look for answers to timely issues.

Questions from clients or readers. “Mailbag” blog posts are always popular. You probably get asked dozens of questions each day about common pet health issues. Select a few of general interest and answer them in a blog post. Better still, ask readers to submit their questions by email or give them to your receptionist. Of course, you’ll only answer those where you’re comfortable giving general information.

Changes in your practice – Get a new dental laser machine? Show it off. Just finished remodeling your boarding area? Pictures please. We all like to hear what’s new. It’s fine to be excited to let everyone know what’s happening at your practice. The key is to keep the tone light rather than like a press release.

Local events you’re sponsoring or participating in. Will you have a table at Homecoming Days? Helping with a food drive for a local shelter? Let people know about the event in your blog so they can participate. Don’t forget to do a follow-up post with photos of the event.

Write about what others are writing. One of the great things about blogs is that you aren’t limited to your own content, but can comment on news, articles, videos and other blog posts. Give your take on a local news story affecting pets, share a useful (or funny) pet video, bring an article you read to your client’s attention or even comment on another blog post. Just be sure to give credit and a link to the original work.

 

Facebook Changes: What’s New and How Will it Affect Your Veterinary Practice?

September 27th, 2011 by Melanie Burger

As you’ve probably noticed, Facebook is looking a little different these days. Last week the social media giant made some major changes that has web users talking up a storm. So what are the changes that were made, and how will they affect you and your business? Let’s take a look.

Facebook News TickerThe change that seems to have garnered the most attention after its launch is the news ticker. This ticker is designed to show you everything that is happening with your friends on Facebook in real-time. One positive behind this change is that it allows Facebook to get all of the game and application notifications, which most users don’t particularly care about, off of your news feed. It also allows you to see more of your friends’ activity as it’s happening which increases engagement on posts that you may have otherwise missed. And lastly, the ticker remains visible no matter where you go on Facebook, so you won’t miss anything that’s happening in your news feed while you’re visiting a Page that you’ve liked or clicking through your cousin’s latest photo album.

As with all of the changes that Facebook has made in the past, introducing ticker has brought up a number of privacy concerns.  It is important to note: YOUR PRIVACY SETTINGS HAVE NOT CHANGED! You may notice now that when a friend of yours comments on their friend’s status update, you have access to also comment on that update, whether you are a friend to their friend or not. Many people are upset to see people who are not their direct friends commenting on their activity but what they don’t realize is that these friends of friends have always had access to do this based on their privacy settings. If you are one of these people you can fix the problem by changing your privacy settings to “friends only.”

The Subscribe ButtonYou may have also noticed that you can now subscribe to people’s updates rather than sending them a friend request. The subscribe button is great for those who want to connect with lots of people, but don’t necessarily want to let the whole world in at the “friend” level. Now you can choose to enable the subscribe button. Users who choose to subscribe to your profile will see all updates that you post at the public level. Updates that you’ve set to friends only or friends of friends will not be seen by your subscribers.

The subscribe button can also be used to limit what you are seeing from people who are already in your friends list. By clicking the subscribe button you can let Facebook know whether or not you would like to see updates from that person pertaining to life events, status updates, photos, games, comments and likes, music and videos, and other activity. You can select as many or as few as you want, which means you can still see your Aunt Martha’s status updates and photos, but you no longer have to be notified every time she plants a new vegetable in Farmville.

Smart ListsAnother new feature we’re seeing are the smart lists that Facebook has created. If you look in the left column of your Facebook homepage you’ll see a listing of various groups of people arranged into the appropriately titled, “Lists.” These lists arrange your friends into groups based on various information that they’ve entered in their profiles. So if you went to Notre Dame and listed that in your profile, you will now see a smart list titled “Notre Dame” that will include anyone else who you’re connected to who also listed Notre Dame on their profile.

Lists that create themselves include school networks, businesses that you’ve worked at, and people who are in your same geographical location. Facebook has also set up lists for Close Friends and Acquaintances but unlike the smart lists, these will not automatically create themselves. You will have to manually add people to these lists because, as Facebook noted, you know better than they do who your closest friends are.

The final list that I want to mention is the Restricted list. This is another list that will need to be manually updated by you, but it will be well worth the effort! Adding people to this list will set them on the same level as your subscribers; they will only be able see updates that you’ve set to be visible to the public. This comes in handy when you receive a friend request from someone who you would rather not share all of your personal information, such as a new client who you don’t know particularly well. Ignoring the friend request could become uncomfortable since you see this person regularly through the course of doing business, but adding them as a friend could become equally uncomfortable. Now you can add them as a friend and then move them to your restricted list. They will not be able to tell that you’ve restricted their access to your profile and you won’t have to answer questions about why you wouldn’t approve their friend request. Win!

Facebook TimelineThe biggest and most exciting of the changes is the one that has not actually rolled out yet. Timeline is the new way that Facebook will organize and display your historical data and is set to launch in beta later this week. With this change your profile will become a virtual scrapbook. Every thing you’ve done so far on Facebook will be sorted on a timeline by year and you can then add or delete entries to make things look the way you want them to.

Again, for those concerned with privacy, the information that is being presented in the Timeline view is nothing that is not already available on your profile. Facebook is simply making it easier for you to access this older data.

So how will all of these changes affect your business’s Facebook page? For the most part they won’t! While we will likely see the new Timeline look and feel applied to Pages in the near future, for now they will retain the same look and feel that they’ve had all along. Users will still go to and like your page the same way, and your updates will still show up in the news feeds of people who have liked you. The only real difference now is that there will be more competing data around your updates because of the larger number of things being shared through the ticker and through third party applications. It may be easier for your updates to become lost.

As always, the best way to keep your posts visible to fans is to optimize them for the news feed. Put simply, that means to be sure you are writing posts that are engaging, that your fans respond to, and that you are posting them on a regular basis. Pages that are only posting once a week are much more likely to get lost in the shuffle than those who post updates daily.

Please comment below if you have any questions on the new Facebook changes, or just to tell us what you think!

Another Cartoon From Greg Bishop’s “Fauna” Series

August 3rd, 2011 by Tyler Kerxhalli