Social Media Marketing with Facebook, Getting Started

On “Switched on IT,” the PowerTV Australia show that co-hosted by Doug Endersbee of OZ Hosting and W3 Consulting’s Ray Sidney-Smith, Episode 4, Doug interviews Ray about Social Media marketing, starting with the use of Facebook, Instagram and som…

On “Switched on IT,” the PowerTV Australia show that co-hosted by Doug Endersbee of OZ Hosting and W3 Consulting’s Ray Sidney-Smith, Episode 4, Doug interviews Ray about Social Media marketing, starting with the use of Facebook, Instagram and some general

Search Engine Optimization for Small Business

In this episode (3) of “Switched on IT,” the PowerTV Australia show that I co-host with Doug Endersbee of OZ Hosting, we cover some of the high-level areas that you need to understand about Search Engine Optimization for Small Business.

In this episode (3) of “Switched on IT,” the PowerTV Australia show that I co-host with Doug Endersbee of OZ Hosting, we cover some of the high-level areas that you need to understand about Search Engine Optimization for Small Business.

Store Fixture Design: Adding Technology Improves on an Already Good Thing

A relationship with a quality fixture manufacturer is essential for any retail architect. Just ask Bryce Sills and Heather Hislop from Ennco Display Group, one of our favorites!

A Concrete Problem – There is a surprise offspring of the new “borderless” retail paradigm that seems almost liberating because, finally, something can be defined in terms of a concrete problem. One having to do with store fixtures.

Is the Store Closing? – Did you notice that the merchandise in the drug store is all pulled forward on the shelf, implying – more than usual I mean – that the space in the back is not empty? When it starts to become so obvious that we begin to think that the store might be closing, it’s time for a change. Many retailers, even those embracing technology, are still stuck in the old “big box” store planning mentality, I hesitate to bring up Toys R Us again, but as Steve Dennis, writing for Forbes, tells us, “boring, undifferentiated, irrelevant and unremarkable stores are most definitely… dying…”

Curating an Inventory – The point being that changing the physical retail environment from a warehouse to a museum involves completely revisiting how an inventory is displayed and impacts the size and layout of a store. Curating an inventory, i.e., “show rooming,” means presenting it in terms of a multi faceted value proposition. It means incorporating a physical product into a marketing message using multiple and sometimes interactive types of media.

Multi Function – Suppose, for example, I walk into a store looking for new sunglasses. I walk over to the sun glass display and see that there are lots of frames and brands as well as examples of available coatings, lens colors, and an educational video about what all of these do. There might be a nearby kiosk allowing me to use my phone to access my eye wear history, insurance, prescriptions, exam dates and finally a scanned image of my face with recommended frame style, size, and shape. Maybe I find that there is an indicator on the store fixture that flashes when I pass an appropriate option based on the information in my profile. Once I find a frame, I am able to see other colors and finishes, check availability, see how much it costs, and read customer reviews right there on the display. I might then sit down with the optician so that he or she is able to give full attention to positioning the lens and finalizing my order. Sound improbable? Take a look at Amazonbooks in NYC and then say that.

Competing with Amazon – I understand that many retailers will neither want, nor be able to directly compete with Amazon. However, once a retailer gets over the initial shock, incorporating technology into a retail display program may not be as difficult as one would imagine; especially if the designer has a good working relationship with a store fixture fabricator experienced with the product line, offering a wide selection of standard interchangeable parts, and capable and willing to making adjustments. One such company is Ennco Display Group, who we have been pleased to work with in the past and recently met at Vision Expo in NYC. It is important to keep in mind that adding technology to an existing fixture is done to improve on an already good thing. All of the the thought, planning and testing that goes into creating a captivating visual display is not wasted because technology must be added to how it functions. Consider this: not only did Amazon go into an old Border’s space, but it also looks somewhat like Hudson News, who has been doing face out merchandise displays forever.

Teamwork – If you are a retailer thinking about introducing technology into a store design, my first recommendation would be not to over complicate what must be done. Examine resources already available to you, i.e. POS system providers, inventory system providers, advertising and media consultants. You are already their customer so ask them for help. See what functionality is already on your website and make sure it coordinates with what you will provide in the store. Finally once you have put your plan into writing, connect with a hardware/specialty consultant and introduce him/her to your design team. Team being the operative word. I think you will find that it is realistically possible to stay relevant in the “evolving” but never “disappearing” world of “bricks n mortar” retail.

Bridget Gaddis, is a Licensed Architect and LEED-accredited Professional practicing nationally, and locally in the Washington DC area. She holds professional degrees in both Architecture and Interior Design, and with a comprehensive background in commercial retail design, planning and construction has completed projects for such for such well known brands as Chloe, Zegna, and Bvlgari. Her career began in tenant coordination and site planning for two well-known Cleveland developers, followed by six years in store planning for a national retailer. After a move to New York City in 1997, she spent the next years working for architecture firms specializing in retail projects. In 2011 she started her own practice in Alexandria, VA. Ms. Gaddis is the author of two blogs dealing with architectural subjects.

Responding to Google Reviews — The Good, The Bad and the Ugly

While the first phase of Google review traffic success is getting them, taking your Google review strategy to the next level is most certainly responding to Google reviews. Setting and managing buyers’ expectations is tough when you control little abou…

While the first phase of Google review traffic success is getting them, taking your Google review strategy to the next level is most certainly responding to Google reviews. Setting and managing buyers’ expectations is tough when you control little about

Getting (Mostly Good) Google Reviews

Google commands nearly 80% of Web and 90% of mobile search traffic on the planet. With global search leaders such as Yahoo, Bing (Microsoft), and Baidu (in China) still commanding between 5 and 15 percent each, they are forces not

Getting Mostly Good Google Reviews - Web and BeyondGoogle commands nearly 80% of Web and 90% of mobile search traffic on the planet. With global search leaders such as Yahoo, Bing (Microsoft), and Baidu (in China) still commanding between 5 and 15 percent each, they are forces not to be ignored, but we know the clear winner of this battle in the war for consumers’ attention. People google things. And, they’re googling your business’ products or services to see Google reviews.

So Google has decided that these local reviews of your products or services are important to the decision-making process for consumers. And, if the search juggernaut thinks this is important, it’s best to take advantage of the opportunity that Google’s review platform provides (which is built within Google Maps and is managed with the Google My Business dashboard).

Often, local businesses don’t understand how to gain traction with Google reviews. Or, they don’t understand Google’s review policy. So, here I’d like to outline how to take your business to the next level with getting (mostly good) Google reviews.

Note: If you have a bad product, service, location, staff or customer service, this methodology won’t help you, unless you decide to fix these management/operations issues. I can’t also help you remove Google reviews. If the problem is deeper than that and not working, I’d head over to the Google My Business community to learn how to handle spam, fraudulent, and other wrongful review issues.

Get Your Google My Business Listing Completed Fully | Getting Google Reviews

To start, get your business listing claimed and verified. Not everyone can have a business listing on Google My Business; I don’t make the rules, but you do need to follow them. You will need a Google account (or G Suite account), so create one or sign in using yours to Google My Business, then follow the “get your business listing claimed and verified” support article. While you can do this on a mobile device, I recommend doing so from your desktop Web browser so you have all functionality available to you.

Set Your Review Capture System Up | Getting Google Reviews

Now that you have your business listing claimed and verified, you can watching the Google reviews pour in, right? Uhm, no. Sorry. There’s still quite a bit of work ahead. But, that’s an important milestone on your way to getting (mostly good) Google reviews! To really start getting the reviews flowing, follow my three-step process for soliciting and capturing customers’ reviews on Google.

Step One

Get your Google Review link. I don’t know them, but (for creating such a great tool and being Canadian, I can’t help but think they’re good and nice people) the folks over at White Spark agency have provided the free Google Review Link Generator.

Step Two

Create a special customer service email address that is handled by someone dedicated to handling negative feedback, preferably you or someone high enough to make substantive, timely decisions and actions to turn unsatisfied customers into raving brand advocates.

A happy customer who buys and leaves your business and says nothing about you to anyone is of no really value in the world of reviews. An unhappy customer that you’ve helped fix their issue is one that will tell many more people about his or her experience and has a great value to you for review purposes! Seize opportunities of unhappy customers turned happy ones, and the meat of how to do this is in Step Three.

Step Three

Send your customers either upon purchase, delivery or at their highest satisfaction peak in your relationship, a review request. Turn this into a system that is executed precisely and consistently throughout your business operations.

This review request communication will read something like this:

Hi, [Customer’s Name],

We appreciate your business! As part of our process to continually make good on our [product/service] and our customer service promises, we would really appreciate your feedback. This also helps new customers evaluate our [product/service/business] and helps us grow our business to continue living up to our standards. Could you take a few minutes to review us?

Yes, I love our [product/service]!              No, I had a bad experience.

Thank you,

[Name]

[Business Name]

Now, the “Yes, I love your [product/service]!” is hyperlinked to your Google Review link that you generated in Step One. And, your “No, I had a bad experience.” link is to your special customer service email address. Mostly good reviews go to Google, while bad feedback primarily gets sent to someone who can deal with it.

Your responsibility is now to handle the negative feedback with “white glove” treatment. That’s a topic we cover in our next blog post. But, it is imperative to solicit these Google reviews well and consistently. Train your staff (and yourself ) to identify appropriate times and places for asking for Google reviews from your clients, including but not limited to:

  • by email,
  • printed on receipts,
  • by phone,
  • In-person, or
  • on your website after purchase.

Once you’ve managed to get this three-step process in place and tweaked it so that you can see it working consistently in your business, you will start to reap the rewards of mostly good Google reviews while having a pipeline of new reviews coming in regular. And, in doing so, hopefully that will start to bring meaningful, profitable traffic to your Google My business listing and to your business.

Facebook Dislike Button Debate Rears Its Ugly Head Again

The Facebook Dislike button has been debated for years, requested by many users, and confused Small Business owners on what they should do about it all. As any changes are tested, here is how you should approach your marketing. Let’s

Facebook Dislike Button Debate Rears Its Ugly Head Again - Web and BeyondThe Facebook Dislike button has been debated for years, requested by many users, and confused Small Business owners on what they should do about it all. As any changes are tested, here is how you should approach your marketing.

Let’s start with the facts:

So, what’s a business owner to do about marketing in light of these changes? As I noted in my last article, Is Facebook Really Implementing a Dislike Button?, back in September 2015, about the Facebook Dislike button:

One thing I am sure about and that I’ve counseled all my Small Business clients about is, do not use the feature as a business. This is for a couple of reasons:

1. you don’t know yet how people will come to like or dislike (pun intended) the new feature;

2. unless you really are in a business where showing empathy and invading someone’s personal life makes sense, it’s likely inappropriate for your business (and just plain creepy) to be offering condolences about, say, a family’s loved one passing away; and,

3. if you (again) really are in a business where you have that kind of relationship with your customers or clients, you should be writing a comment to show genuine concern or sending a personalized, private message to your customers or clients. If you’ve lost a loved one or something powerful has negatively impacted your life, how dismissed would you feel to get a click-of-a-button response from your favorite business? I thought so.

A community’s culture changes slowly and any release of a major feature can become an animal of its own kind. There’s no sense in getting caught up in a feature that the media will likely report on only the salacious, shocking and negative. Of course, if there’s a legitimate argument for using these tools (see nos. 2 and 3 above, or if reporting spam/abuse), go for it.

My general recommendation is to do nothing with any Dislike features. Ignore the hype and focus on creating positive, useful content with a coordinated sales strategy.

Don’t overlook the construction details.

Customers notice the details. They can tell if a contractor has cut corners. The transition detail in B above was installed instead of the one shown in A below. As architects we can observe the construction and point out discrepancies, but it is the client that must insist that a contractor exactly follow the details shown on the construction drawings. It is to their advantage to do so.
This bargain-basement installation detail interferes with the nice contrast between the carpet and tile.

What makes a store look expensive? Way back in 2013 I wrote a post on this site asking if a higher price could be placed on merchandise because the store design looks expensive? The post was about the impact that a curved ceiling might be expected to have on what is generally considered inexpensive merchandise. I concluded that answering the question about pricing was related to how well the design feature performed, which in the particular case in questions was quite well. I bring this up again here because I want to consider the topic in a more subtle, yet possibly more important context, that being what makes a store design look expensive?

Customers notice everything. Answering this questions means that a retailer needs to pay attention to what people notice, which is everything, whether consciously or not. The importance of “creating a shopping experience” has been a fact of retail life for quite a while now. Back in 2013 one of the retail marketers summed it up nicely when she said, “..retailers should use stores to create a brand experience that customers couldn’t possibly get online.” She went on to cite the “old adage” that “retail is detail,” saying, “stores can engage all five senses;” the online world cannot. Few would argue that the perception of quality involves more that just an online image; that tactile contact with a product is critical, including how it is displayed; that successful retailers aspire to demonstrate quality in every possible aspect of their store, because quality sells, often for more.

The refined transition detail in image A above sends a message of quality, It is what we typically specify in this situation. This contractor exactly followed the details on the construction drawings with positive results.
A refined transition strip is barely there, putting the attention on the contrasting finish materials.

The importance of quality. Clearly, since sales are seen as directly effected, most retailers are acutely aware of the quality of products they bring to the market, including a range of related price points. This is their main business and most get it right. Merchandise displays, because they are driven by practicality, are also less prone to failures in quality. Matching their actual store environment, on the other hand, is where things can begin to fall apart. Finishes, In particular, are vulnerable. Think:

  • sagging carpet,
  • old leaks exposed and never repainted,
  • light fixtures with burned out lamps,
  • cheap, broken or mismatched ceiling tiles & floor tiles,
  • stained and dirty hvac supply and return air diffusers,
  • dirty windows.

Is it really possible that customers do not notice these things, that they do not reflect on the perceived merchandise quality, that they do not contribute to a customers notion of the brand? Another marketing pundit put is this way, ” a business should always strive and prove to be the best that money can afford because that solid reputation will establish a top brand that’s reliable and worthy of respect.” I couldn’t agree more.

Bridget Gaddis, is a Licensed Architect and LEED-accredited Professional practicing nationally, and locally in the Washington DC area. She holds professional degrees in both Architecture and Interior Design, and with a comprehensive background in commercial retail design, planning and construction has completed projects for such for such well known brands as Chloe, Zegna, and Bvlgari. Her career began in tenant coordination and site planning for two well-known Cleveland developers, followed by six years in store planning for a national retailer. After a move to New York City in 1997, she spent the next years working for architecture firms specializing in retail projects. In 2011 she started her own practice in Alexandria, VA. Ms. Gaddis is the author of two blogs dealing with architectural subjects.

Retail Doom & Gloom: Crisis or Opportunity?

Mid Year State of the Market: Maurisa Potts, in a mid year “state of the market” presentation sponsored by the Alexandria SBDC featured a headline stating, “Soft economy hitting big retailers hard.” There are, I might add, some small ones not doing too well either. Potts went on to note that online shopping is not the only reason for this, siting over built retail real estate, escalating rents, and shifts in consumer spending from goods to services. Whatever the reasons, there are few retailers not feeling the current uncertainty. This, according to Potts, begs the questions what is it, crisis or opportunity?

Clearly Unclear: I like this mindset. It presuppose important changes in the business model by which most retailers operate. Savvy retailers need little schooling on this topic, and outside of a reference list here, my interest is about how a physical store might be impacted. According to Potts the action takes place in three areas. The first two, customer focused retail and the resultant deep market analytics are technology driven. The third is the technology. Clearly the lines between the physical and digital store are becoming unclear. A retailer must decide which options to embrace:

mobile apps/enhanced mobile apps/personal concierge
smart navigation
mobile checkout
on demand customer service.
virtual fitting rooms
flexible fulfillment options
enhanced product information
community connections
target walk by shoppers
holographic product displays
delivery service
drones

Augmented Retail: Each of these items taken individually involves some type of electronic technology which must be both accommodated and invisible, a subject covered in previous posts so not detailed again here. Together, though, they define what is referred to as augmented retail, a situation with substance and influence on how a physical store will look. Rachel Shechtman, the founder of Story, a cutting edge store in Manhattan, described the design concept as a physical magazine. This is so telling. Store planners and designers have probably not seen such a revolutionary design idea since the emergence of big box retail. In the marketing world I would compare the trend to the early days of Martha Stewart Omnimedia which eventually consolidated her various publishing and media outlets into a single brand. It seems to have come full circle as omnimedia has finally found expression in bricks n mortar.

Design by Collaboration: Pick up a copy of your favorite magazine and flip it open to the index page. What do you see? I see an implied program for a store design, an outline of ways to engage the customer, often a recipe for co-creation where the customer participates in the outcome of his/her shopping trip. What combination of media, mobile apps, interactive displays, technology, and hard store design options a retailer chooses to bring into his/her store is a collaborative decision best made between the store designer, the retailer, the marketing team, and the all important technology consultants. When these things work together a really successful store can be the outcome.

The Positive Case for Bricks N Mortar: Barbara Thau, writing for Forbes, lists, “Five Signs That Stores (Not E-Commerce) Are the Future of Retail.” Worried retailers might do themselves a favor by considering the following:

“All But One Of The Top Ten U.S. Retailers Are Physical Chains

Stores Are More Profitable Than E-Commerce

Amazon Purchased Whole Foods

Millennials And Generation Z Prefer Real-Life Stores

Online Retailers Are Being Eaten By Legacy Retailers

Bridget Gaddis, is a Licensed Architect and LEED-accredited Professional practicing nationally, and locally in the Washington DC area. She holds professional degrees in both Architecture and Interior Design, and with a comprehensive background in commercial retail design, planning and construction has completed projects for such for such well known brands as Chloe, Zegna, and Bvlgari. Her career began in tenant coordination and site planning for two well-known Cleveland developers, followed by six years in store planning for a national retailer. After a move to New York City in 1997, she spent the next years working for architecture firms specializing in retail projects. In 2011 she started her own practice in Alexandria, VA. Ms. Gaddis is the author of two blogs dealing with architectural subjects.

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