SEO Expert, Anthony Yap

In my past article about Google bombing where I mentioned how current President George W. Bush ranked for the term “failure”, I discussed how this technique could be used to manipulate rankings and even hurt a competitor’s business or a person’s name. Matt Cutts, of Google, announced that they have changed the algorithm to reduce the effects of this problem. Reports have come in indicating that this tactic is no longer effective.
Since that time, web entrepreneurs have unnecessarily worried about this happening to them. While some businesses may have been affected by this malicious intent, for most businesses and individuals, the concern is largely unwarranted and over-exaggerated. To put things into perspective, link building is a tedious and time-consuming task. For someone to attempt to rank a site for a non-relevant term, it would have required lots of links. Links cost money (even time=money). The sheer number of links required to rank for generic terms would easily deter most people. That’s why link building is usually outsourced to SEO experts because companies understand the value of their time and focus instead on their core competencies.

I suspect a large part of the algorithm takes into account relevancy of keyword phrase to the site that it is pointing to.  Thus, a site selling electronics is not likely to rank well for sports equipment since none of the keywords and content on the entire site correspond in any way to the keyword being searched.
It is relieving though to know that this tactic cannot be used with much effectiveness anymore. Such malicious behavior online can seriously damage a person’s reputation. Companies getting bad publicity still have to deal with it and one of the ways is through effective online reputation management. One way is to “push” negative search results from showing up in the top 10 is to create separate sites built around the company getting the negative online publicity and rank these new sites separately. The effort should be combined with an effort to contain the problem and not ignore it hoping that it’ll go away. This can be accomplished by simply opening up a dialog with the other party to resolve any “sore” issues. Facing the problem and addressing any hurt caused will go a long way to establishing a company’s reputation and customer loyalty. Remember that it can take as little as one complaint to hurt a business.

A better more proactive approach rather than “complaints handling” is to manage your customers well.

Here are simple key points to take note on customer relationship management:

• Regularly ask for feedback. Sometimes, customers keep quiet about their dissatisfaction. These customers tend to be the ones that will stop doing business without telling you why and leave you wondering why the customer attrition rate is so high.
• Handle complaints when they occur immediately. Don’t hide under a rock and pray that it’ll disappear. Deal with it as soon as possible to avoid it escalating further. The sooner it’s handled, the less probable it’ll end up in some blog or forum post.
• Have a complaint handling procedure. Don’t leave anything to chance. Make sure everyone knows how to handle them and do training on it if you must.
• Get everyone (not just customer service) involved in the servicing of customers and clients in the business
• Track your customer complaints. Just like everything else in business, get it down to numbers and study the trend. If you’ve already put systems in place to handle it and it is still occurring at the same level, find out why. If it’s decreased, find out what aspect of your business made the difference.
• Maintain regular contact with your customer/client. Build rapport and trust with them so they’ll truly be honest with you.

Customer relationship management is really not rocket science as many books will lead you to believe. Often times, it’s just dealing with it face-to-face, heart-to-heart. Unfortunately, when businesses get big, they also get dumb. They become impersonal and faceless. Customers trying to resolve simple issues have to jump through hoops to get what they want.

Instead of thinking how much you can take from one customer, think about lifetime value. How many more transactions will this person have with you. How many friends and family will they send over as referrals. You’ll be on your way to a happier and more fulfilling business when you focus on taking care of the customer.

Wikipedia is a great repository of information for a net user. It exemplified the wonderful aspects of the web by being a collaborative, self-enforced online encyclopedia. SEOs know the value of an authoritative link from an authoritative site. Being a high traffic, authoritative site which allows anyone to edit its pages, Wikipedia became prone to spam links.

Not surprisingly, Wikipedia has gone the way of putting the NOFOLLOW tag on ALL of its outbound links with no exception. While this may curb some of the spamming, I don’t believe that it’ll ever put a stop to all of it. The nofollow tag is supported by Google but Yahoo, MSN Live, and Ask treat it differently. As long as links give significant weight to rankings, spammers will continue to spam.

Personally, I believe the self-policing nature of the Wikipedia should take care of most of the spam and this move isn’t really necessary. Spam aside, there are some great external links within the Wikipedia and it’s a shame that the links won’t count for much in Google.

Ever wonder what percentage of people use 2 word compared to 3 word queries? Data collected from users of European Web analytics provider OneStat, reveals (surprise, surprise) most people use two or three word queries in search engines.
Here’s the full breakdown:

1. Two-word phrases — 28.38 %
2. Three-word phrases — 27.15 %
3. Four-word phrases — 16.42 %
4. One-word phrase — 13.48 %
5. Five-word phrases — 8.03 %
6. Six-word phrases — 3.67 %
7. Seven-word phrases — 1.63 %
8. Eight-word phrases — 0.73 %
9. Nine-word phrases — 0.34 %
10. Ten-word phrases — 0.16 %

The RankStat research is based on a sample of 2 million visitors, made up of 20,000 visitors in 100 countries each day.
Via Search Engine Watch.

While the data indicates most people use fewer keywords in search, it’s good practice to optimize for longer search phrases simply because they offer higher sales conversions, in most cases. Generally speaking, going after a two word phrase might not be the smartest thing to do for businesses with a limited search visibility in the first place since it makes ranking for the phrase much harder. Establishing a solid SEO strategy usually involves a strong dose of web analytics to determine the most profitable search terms. After all, what good is traffic if it doesn’t convert?