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Digital Marketing

Is Mobile Gaming the Next Digital Marketing Frontier?

Most of us have a smartphone. Some of us, particularly those of us under the age of 40, have multiple smartphones, tablets, computers, laptops, Kindles and other electronic devices. Our devices are integral to everyday life at this point. They help us do business, they let us relax, and they encourage is to connect with the world.

The result of all this focus on mobile devices has been a dramatic increase in brands utilizing mobile apps for outreach. Whether it’s to market produces and services or simply to raise brand awareness, there’s tremendous opportunity for brands to get and stay noticed when they branch out to mobile.

Here’s where things get weird: it isn’t necessarily mobile advertising making the most impact – it’s mobile gaming. As Digital Marketing Magazine reports, it’s rapidly becoming the number one brand advertising and awareness platform for marketers, even surpassing functional apps. What’s causing this spike?

By the Numbers

Before we get into exactly why this trend is happening, let’s take a look at the numbers driving change. According to IPSOS’s report, “SOMETHING FOR EVERYONE: Why the growth of mobile apps is good news for brands”, around 90 percent of mobile device users now use apps. Given that 95 percent of all Americans now own smartphones or similar devices, we can assume that means the mobile market contains just over 300 million people.

Next, consider that the global games market itself is expanding. Studies like this one suggest that mobile gaming now holds up to 42 percent of the gaming market, which is now worth around $100 billion every single year. There’s potential for money-making, brand awareness, and outreach all in the same niche.

Kind of shocking, isn’t it? Get into mobile gaming and you just might have the potential to reach 300 million people (in the U.S. alone) and make money at the same time. That’s the heart of what’s driving more advertisers to mobile gaming, but it’s just the beginning of the story.

Evolution and Growth

Gaming isn’t new – in fact, the first gaming console was the Magnavox Odyssey Video Game Unit in 1972. But it wasn’t until the Internet as we know it today came to be that online gaming really became a possibility – at least enough of a possibility for advertisers to take notice. Even then, advertisers didn’t really jump in feet first; that change came just a few short years ago.

Eventually, smartphones and computer technology reached a point where it was possible for advertisers to place notifications and ads within their game. Suddenly, it was possible to reach an entire growing sector of people in a way that was entirely new and broke free of tired, old spam tactics through browsers.

Around five years ago, mobile technology took a significant leap. We began to see incredible advances, including the integration of augmented reality, which came with augmented reality ads. We’re currently seeing the same advances in VR.

Creating and rolling out apps for mobile platforms also became more accessible, and more developers got involved with making gaming apps. More marketers saw the potential for everything from brand awareness to straight-out money making through games and gamified branded apps or in-game content.

Which takes us to where we are now: more people than ever use mobile devices, and the vast majority download and use apps. Moving into mobile gaming is a must for businesses because there’s a significant corner of the market in this sphere; it makes no more sense to ignore it than, say, social media marketing.

Why Mobile Gaming?

Hard statistics and history aside, what is it about mobile gaming specifically that makes it such a compelling resource for digital marketers? And how are digital marketers using it, especially when they themselves aren’t necessarily in the entertainment industry?

First, understand that games are inherently more engaging than traditional forms of advertising, especially for people under the age of 30. Unlike text, banner, image, or flash ads, (or really even some forms of email marketing), they hook and hold attention much more readily. If the game in question is highly targeted to a specific audience, it’s possible to ramp that engagement factor up even higher.

The reason many people find games so engaging is that most are built on the human concept of risk vs. reward and skillbuilding. We all know the feeling of tackling a new skill, activity, or sport, and really succeeding for the first time – it feels good to learn, grow, and adapt, especially if you’re rewarded when you succeed. And, as you might expect, most games function through progressive skill-building that consistently rewards players for improving.

Lastly, there’s one other major driving force behind the gaming and advertising romance. Games provide something of value to the end user – an elimination of boredom, an exciting storyline, fast-paced competitive action, or even socialization (in the case of multiplayer games). That makes the transaction more of an exchange, rather than one-way marketing to a lead. They get something, you get something, and the whole marketing process feels slightly more human.

The Digital Marketing Connection

When someone plays a mobile game designed specifically for the purposes of marketing, they’re much more likely to be receptive to an advertisement or suggestion to buy, especially if it ties directly into the product or service. If the game is well-made, it will place these calls to action in the right place at the right time without being overly intrusive.

Digital marketers can capitalize on this in a few different ways. One, they can bank on providing something of value to end users by creating minigames or gamifying their processes. Wish’s “Deal Dash,” where the user spins a wheel to unlock a certain amount of discounted products, is a great example.

Another great example is “Farmville.” If it feels like it’s been around forever, that’s because it has: Zynga first launched the Facebook version in 2009. Over that time, they’ve used in-game items with branded names to raise awareness for many different brands, including Green Giant and Dr. Pepper.

At one point, you could also “like” Bing search to gain in-game cash or credits, too, subtly driving attention to Bing when it was seriously struggling against Google. Other games, including Sim City, Pokemon Go, have also allowed brands to snap up advertising space and grab attention in-game while players are already enjoying themselves. Consuming advertising in this manner feels more like being rewarded than being sold a product.

It isn’t just small-time gaming studios capitalizing, either. Even the U.S. Army, Nike, and M&M’s have all used gaming to further their campaigns.

Gamification Counts, Too

And then you have gamification – the process of adding game-like motivators and elements to a pre-existing business process. These mobile apps are everywhere, and include most reward programs, most loyalty programs, and a whole swarth of recruiting and social loyalty platforms. Leads build brand awareness, loyalty, and foster positive feelings toward the brand when they “play; they’re rewarded for their attention in the form of points, inspirational messages, prizes, or in some cases, by competing against other users to be in the “top spot.”

Gamification doesn’t always come in the form of a concrete and separate game. Instead, it’s often integrated with the business’s generalized app as a small section of the app or an adjunct program. Don’t assume this means it isn’t as powerful; used correctly, it certainly can be every bit as powerful as a full-on game. And it’s a great way to improve your chances with the incredible 1.2 billion mobile gamers who actively use and rely on mobile gaming apps for everything from fun to education.

The Wrap: It’s the Future

The takeaway is this: games are engaging, and even simple gamification can make the most boring sales funnel or process interesting, especially for millennials and Generation Y or Z. These demographics feel more engaged when they feel like they’re receiving something of value in the exchange, like being being rewarded for their patronage.

You don’t need to rush out and develop your own multi-platform gaming studio and go for the big bucks. You don’t even need to develop an entirely separate gaming app for your campaigns. But you should consider how you can use games and/or gamification to improve campaigns, CTR, conversions, and success rates. It’s out there, and it’s only growing – even just being aware of it is a step in the right direction.

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Uncategorized

Bad for Business: Canonical Negative SEO Attacks

Settle in and get ready to take notes – this is important information for every digital marketer and online business. There may be a new negative SEO attack in town, and this time, it has the ability to seriously hamper SEO campaigns for even the most upstanding website owners. Known informally as “canonical negative SEO,” what makes the exploit so concerning is its near-impossibility to detect.

I expect that Google will eventually close this loophole. In the meantime, here’s what you need to know to keep yourself protected.

Canonical Basics From Google

Before we get into the how’s and why’s of canonical negative SEO attacks, it’s important to understand exactly what “canonical” means and how it applies to you. If you’re an SEO expert or marketer, you may already understand the basics; if so, feel free to skip ahead to the next section.

If you aren’t, or if you’re just getting started as a layperson, here’s what canonical is (and what it is does). “Canonical” is an HTML tag used by webmasters to tell search engines, like Google and Bing, that the content they’ve crawled is identical to other pages on or off the site. It essentially prevents web crawlers from double-indexing the same page multiple times, which can be interpreted as duplicate content even if the duplicate pages have a real purpose and use.

Webmasters must first choose the preferred page and then insert a link that looks like this into the header:

<link rel=”canonical” href=”http://example.com/blog/your-blog/”>

The link, of course, is the main page you want to indicate is “preferred” for crawlers.

Rel=canonical does not apply to visitors, so you don’t need to worry about your visitors needing to choose a preferred version. If you do choose to provide access to multiple versions (such as languages), there are other much clearer ways to provide access. This tag is specifically targeted to search engines.

When Should You Use Rel=Canonical?

There are a few very specific reasons webmasters would use rel=canonical, and moreover, would have duplicate pages on a website or network in the first place. The most common use here is on websites that allow pages to render under both www.example.com and http://example.com. The first gives a bit more DNS flexibility, while the second doesn’t carry advantage, but many webmasters allow both just in case visitors type in the wrong link.

Other instances when you might (or should) use rel=canonical include:

  1. When your content is syndicated over your network
  2. When you have pages in more than one language
  3. When multiple pages display the same content (e.g., product search)
  4. When you have a specific print-friendly or PDF downloadable page
  5. When two or more subdomains lead to the same content (e.g., webshops)
  6. Any other time two pages are identical, yet one should be the main focus

 

When you use rel=canonical, it essentially tells google the page you link to is the only page that matters. This influences rank by weakening the influence of non-canonical pages.

Which brings us to how people may be using this trend in negative SEO…

How Marketers Abuse Canonical Links

So, how exactly can unscrupulous marketers abuse canonical links? After all, if they could use them in such a way, wouldn’t Google have locked down this decades-old loophole long ago?

The theory here is that another webmaster can essentially just copy the entire header, including the rel=canonical tag itself, and paste it into a self-generated spam website page. Because rel=canonical combines rank scores for multiple pages, the search engine may count the spam page as a qualifier, dropping rank scores for the attacked page.

Even more frighteningly, there’s virtually no way to find pages using the same header or rel=canonical tag as yourself. So, if someone were to utilize this concept, you would most likely only find out once you see your scores dropping.

Wait – Are Canonical Attacks Real?

There are two schools of thought in this answer: yes, they’re real, and more people are using them than we think, and yes, they’re real, but it’s a weak tactic few webmasters would use. Either way, the potential for rel=canonical to be abused does exist, and that means you should protect yourself from it whenever you can.

As for Google, they spoke out about this specific issue – and unfortunately, they’re refusing to acknowledge it thus far. Most of their response seems to be that if it was going to happen, it would have happened already. But this hasn’t stopped webmasters from abusing other older strategies in the past, like XML.

The Problem With Cross-Site Negative SEO

Cross-site negative SEO does happen. While this specific strategy isn’t the most common, the potential for how it might be used is concerning enough that you should consider it if you can’t figure out why your rank is dropping. Unfortunately, it’s far from the only cross-site negative SEO attack out there.

The biggest problem in negative SEO attacks is malicious link-building at the hands of competitors. Black hat SEOs will take a website’s url and manually list it on known link building scheme networks, directories, and other websites on Google’s list of “known manipulation tactics.” That’s why Google created their disavow links tool.

Theoretically, if someone was abusing rel=canonical to attack you, and you identified the site, you could simply disavow it. What isn’t yet clear is how you should identify it or even if it’s enough of a problem to really even be concerned.

In terms of “negative SEO,” the much bigger concern for today’s businesses isn’t linkbuilding schemes or even rel=canonical; it’s hacking and/or reputation destruction. It takes only a single insecure, out-of-date WordPress plugin or weak FTP password to lead to a deleted site (or worse, adult content all over your PG pages). And a competitor can easily file fake reviews slamming you anywhere from YELP to Google Reviews.

The biggest takeaway from all this is what SEO needs to be wholistic, meaning you shouldn’t over-focus on any one aspect of your campaign. And you shouldn’t even really over-focus on negative attacks; instead, strive to engage in positive, honest strategies that foster real, organic relationships with your audience. Not only will you improve your growth, but that growth will endure over time, too, unlike other unscrupulous tactics.

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Social Media

Can Responding to Reviews Boost Conversions?

Online reviews have been a contentious topic for a very long time. Depending on who you ask, they’re either the best way to connect with your customers and clients or an incredibly risky endeavor that can backfire, leaving you to deal with significant public relations disasters. This uncertainty often leads businesses operating in the online sphere to avoid getting involved in reviews whatsoever.

I’m not convinced that’s the right approach. I’ve seen social proof and word of mouth work magic for businesses; it can be the very core of what drives someone’s product or service viral. Plus, there’s plenty of convincing evidence to illustrate that responding has more benefits than disadvantages.

According to at least one recent study by a digital marketing agency involved in search engine marketing research, probably not. The study in question backs the theory that more positive reviews directly influences how likely sometime is to “convert” after finding a company through a paid search result.

First, I want to break down the study’s findings and make them a bit more approachable and easier to understand. Then, I’ll give you helpful tips to improve your own reviews and tell you how, when, and where to respond to them when they crop up.

Review Study Statistics

The agency behind this particular study put a significant amount of effort into finding hard evidence instead of solely relying on personal experience. Altogether, they included information for just over 7,000 businesses pulled from Google Adwords campaign data (a total of 93 million impressions) and 32 months of historical user review data pulled from Google Reviews.

Researchers identified two interesting points:

  • Businesses with higher star ratings were much more likely to see a higher conversion rate. Businesses with low stars suffered beside their higher-rated search result competitors.
  • There is a statistically significant difference in conversion rates between businesses who responded to reviews and those who do not respond to reviews, for better or worse.

Here’s what that looks like in practice.

Businesses who had the lowest average of stars in the study (3.31 stars) enjoyed a conversion rate of around 10.42 percent. That means just over 10 percent of all searchers clicked through or interacted with the business’s search result once they saw the number of stars.

Businesses on the other end of the spectrum (4.96 stars) enjoyed conversion rates closer to 12.83 percent – over two percent higher than their lower-star counterparts.

Exactly how much is two percent really worth? It’s difficult to say because there’s so much nuance in search, but the company doing the research approximated it to mean a loss of around 13,000 potential leads for the lower-rated companies. In terms of localized search and local business, this is a significant loss.

But it’s just the beginning; they also looked at whether or not businesses responded to reviews (both positive and negative) and how their responses influenced the decision to convert.

When businesses responded to approximately 8 percent of customers who left reviews, conversion rates shot up to 13.86 percent. In comparison, businesses who responded to just 5 percent of reviews lost conversions, ending up at just around 10 percent. We can infer that having a policy to just plain never reply significantly hampers conversions.

More Evidence From HBR

It isn’t just this particular agency doing the research, either; Harvard Business Review released a similar article sharing the same mindset back in February of this year. Instead of focusing on Google Reviews, they looked at reviews on travel site TripAdvisor, who has a robust community that very often aids travelers in making decisions about where and how they travel.

HBR’s review demonstrated an uptick in conversions directly alongside efforts to begin responding to reviews for the very first time.

First, they estimated that around half of all hotels currently respond to around a third of all received reviews on the site. Then, they looked at the other 50 percent of hotels who don’t normally respond to reviews (including newer hotels who are less likely to have reviews in the first place) and how their ratings changed when they began to respond.

HBR’s data showed that when non-responsive businesses began responding to reviews on TripAdvisor, leads began leaving around 12 percent more reviews. Most importantly, this increase in reviews translated out to a star rating increase of around 0.12 stars. Given that TripAdvisor measures stars by the half-star, it was enough to bump many hotels up to the next level.

Relating back to the previous study for a moment, let’s consider a hotel who has a hard star rating of 4.20 (shown as 4 stars on the site). An increase of 0.12 stars effectively bounces that hotel up to 4.5 stars on the site. We can infer that this tiny but influential increase probably means an increase of 2 to 3 percent in lead conversions – and that’s no small feat.

What it All Means

Tempted to call it wash since it’s only 2 to 3 percent? That tiny percentage can be the difference between hundreds or thousands of new leads, giving credence to the concept that online businesses should not only encourage reviews, but respond to them when they’re left.

Sure, exactly what that 2 to 3 percent looks like will depend on your business and how many conversions you enjoy now. If you’re converting 10 people a month, it’s an extra two to three people. If you’re converting 100,000 people, it’s worth a bit more (around 2,000 to 3,000 people). But either way, it’s impactful and requires only minimal effort on the part of the business.

The biggest takeaway here is that reviews have a powerful ability to influence conversions, especially where paid search results are concerned. We’ve known for years that higher ratings directly correlate to a higher perceived trust rating online. But simply having reviews isn’t enough; visitors and leads want to see businesses interacting with reviews, thanking clients, addressing complaints, and being involved, too. Responding to reviews is an important tool in a complex, competitive organic search engine marketing environment.

How (and When) to Respond

Now, down to what matters: how – and when – should you respond to customer reviews? The answer isn’t always as straightforward as you might think. You have to develop a sixth sense for intention and place your efforts where they’re most effective.

Glowing Reviews

Don’t be afraid to thank customers for leaving positive reviews. It takes only a second to thank them for their business, yet this one simple action can improve loyalty and keep them coming back time and time again. Every positive new review (even if it’s a repeat customer) means an improvement in perceived trust, a boost to your star rating, and potentially, more conversions. Keep it professional, simple, and respectful for best results.

That said, don’t feel like you need to respond to every positive review, especially if you’re large, have multiple locations, or have thousands of reviews. Pick the ones you want to stand out and address them instead.

Average Reviews

If the review in question is lukewarm – often the case for clients who like you, but just had a subpar experience this time around – you should definitely respond. There is an opportunity to save the customer here; your words can make a big difference between whether they turn it around or leave for good. Thank them for any praise, address their complaints directly by telling them you hear them, and let them know how you plan to address the issue to eliminate it in the future.

Remember: average reviews aren’t necessarily bad, so you shouldn’t look at them like a black mark on your reputation. They’re an opportunity to improve and increase loyalty if used right.

Negative Reviews

Completely negative responses are a bit trickier; you have to really understand what the intention is before you address them. Moz’s resource, “Diagramming the Story of a 1-Star Review” does a really good job of illustrating just how different intent can be message to message.

First, start by determining the individual’s intent. Are they being flat-out malicious or do they have a legitimate complaint? Remember that what you might find ridiculous isn’t necessarily ridiculous to the customer; they have different perceptions. Don’t assume that anger necessarily means malicious intent.

That said, there have been instances of competitors and irrational customers leaving malicious reviews with incredibly damaging lies on review sites in the past. Malicious reviews should be reported to the site in question. If they aren’t gaining traction, ignore them – encourage your loyal customers to leave more positive reviews to push it down.

If the person has a legitimate complaint, such as a terrible experience with your business, take the time to address it as soon as you can. Start off with an apology, and be accountable – that’s what matters most. Then, demonstrate how you plan to be accountable and/or offer to speak with them one-on-one in person or over the telephone. If they’re particularly angry, try to encourage them to speak with you privately to prevent misunderstandings in the public sphere.

Most critically, never be tempted into falling into mean-spirited insults or subtle jabs, no matter how angry or frustrated you feel. While we’ve all been in a situation where we know a customer’s complaints are unjustified, “two wrongs don’t make a right” applies here. If you’re upset, walk away, take a breath, come back later and respond when you won’t risk coming across the wrong way.

If you’re really struggling with a malicious review campaign or can’t seem to control online reputation issues, it may be time to call in the pros. This is where having a solid digital marketing agency on your side can help. Don’t be afraid to reach out for advice; everyone needs guidance once in a while.

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