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6 Steps for Handling Social Media Haters Like a Pro

Recently I saw this excellent article detailing the best practices for handling complainers and haters on social media.  The article first appeared on Buffer ( a fantastic social media management tool)

It is essential that all businesses have a social media presence these days, your business is no exception. While have a Facebook, Twitter, Google+, Instagram and LinkedIn are essential and great tools to promote your business, sooner or later you are most likely to get some bad posts by haters and complainers.

If you do not deal with these angry people the right way, you are going to make matters worse, in fact, much worse.

This article really shows the best ways to come out of the experience with your dignity and your brand intact.

Dealing with complainers and haters in social media can, of course, be tricky. What you need is a framework for how to do it right. This is that framework:

F-E-A-R-S:

apacheleads-social-media-fears

You may notice that I didn’t include “be fast” as a specific component. This is because it is axiomatic.

Today, nearly 40% of all social media complainers who expect a response, expect that response to arrive within 60 minutes, according to the research I conducted for Hug Your Haters.

Yet, the average length of time for businesses to actually respond is five hours. Closing that gap is critical, and should be a focus for any legitimate social media customer service program.

In this post we’ll take a deep look at the F-E-A-R-S framework to help you deal with social media complaints.

Let’s go!

Find All Mentions

It’s impossible to hug the haters you never see.

In the legacy, offstage channels of phone and telephone, this isn’t an issue. If someone calls your business, you know they called. The phone was either answered or the caller left a message. The same is true for email; there’s no detective work needed to find them, they just show up on your computer, phone, or tablet.

But it’s harder with social media and other online customer complaints venues.

At the basic level, all companies should be using social media listening software. Respond would be a terrific choice and large companies may employ specialized packages that also monitor review sites like Yelp, et al.

Software is a useful tool in the quest to find all customer feedback in social because much of that feedback doesn’t mention the company specifically.

Only about half of the people who complain in social expect to hear back from the company, so in many cases they do not phrase their complaints in a way that ties it back to the business in an obvious way. They don’t tag the business, for example.

Social customer service company Conversocial partnered with New York University on research that found that more than one-third of all tweets to companies were about customer service issues, but that only three percent incorporated the company’s Twitter username with the @ symbol. 

This means that many mentions of your business online—on Twitter and beyond—may be indirect, which is why it’s crucial that you have a system that catches those complaints and comments.

Display Empathy

Though social media complainers and haters may not expect a reply, they definitely desire an audience. That’s why they raise the stakes and take grievances to a public forum. They want onlookers to chime in with variations on the theme of “I’m appalled! How dare they treat you this way!”

Their complaints are often filled with language that vacillates between colorful and outrageous. It creates the reaction they seek, from the audience and possibly from you. They are angry. They write something scathing and post it online. Now you’re angry too.

When you read a highly negative comment about your business (or about yourself), you not only feel angry but experience a very real physical reaction.

“As you become angry your body’s muscles tense up. Inside your brain, neurotransmitter chemicals known as catecholamines are released causing you to experience a burst of energy lasting up to several minutes. This burst of energy is behind the common angry desire to take immediate protective action. At the same time your heart rate accelerates, your blood pressure rises, and your rate of breathing increases. You’re now ready to fight.”

Accelerated heart rate. Increased blood pressure. Rapid breathing. These are not the ideal conditions for a speedy, empathetic response to customer complaints. But you have to find a way to keep your cool in the face of complaints, or find the people in your business who can do so.

Engaging in a sequence of acrimonious accusations with customers in a public, online forum never works. The business is never the perceived victor, even if they were truly in the right. Yet back-and-forth “flame wars” are not rare. They happen a lot, and they happen because the person answering customer complaints is unable to put empathy for the customer ahead of their physiological desire to fight.

Inserting empathy into your interactions with social media haters doesn’t mean that you give them all wet, sloppy kisses. It doesn’t mean you bend over backward. It doesn’t mean the customer is always right.

It does mean the customer is always heard, and you should acknowledge, instantly and often, that the person is having a problem that your business likely caused somehow. A short “I’m sorry” goes a long, long way.

A copy and paste, canned answer rarely conveys empathy. If your customer service personnel, especially online, have any responses in their quiver of standard answers that read like robotic, pasted copy, find them and start over. Because in some cases, scripted responses can come across as bad as no response at all.

Answer Publicly

Replying publicly is an important part of the playbook for handling social media complaints. Remember, online customer service is a spectator sport. Sure, you want to make the hater happy, but the opinions of the onlookers are the bigger prize.

Whether you’re in apology mode or responding to a positive comment, if your customer is choosing to interact with you in public, respond in the same way, at least at first. If you respond in private, you are squandering the trust capital gained by being open and transparent in how you handle customer feedback.

Tim Hansdorf is the co-founder of G2Crowd, a platform for ratings and reviews of B2B software, and he believes in the power of being public:

“I would start with being honest and transparent in all cases,” he says. “So if you make a mistake, I would admit to it and I would then focus on what you’re doing to handle it and why it wouldn’t occur again. I think transparency is the key. Transparency in my opinion is equal to trust and in today’s world of social media and what I call, “Everyone’s naked,” you’ve got to have it.”

You might think, “Well, who cares if they leave us a Yelp review and we reply back to them with a private message? At least we’re replying!” First, the spectators on Yelp don’t know you replied. Second, that kind of channel switching on the first response can be confusing for the customer.

Imagine if the equation was reversed. What if someone left you a voice mail, and you then tweeted them, “@Jaybaer Thanks for the voice mail. How can I help you?” That crosses the line from responsive to creepy.

Don’t be afraid of the technology limits of onstage channels, either. Indeed, it can seem like a restriction to only have 140 characters (for now) to respond on Twitter or to follow sometimes arcane guidelines when crafting a reply in a discussion board or forum.

This is where you can apply creativity to your responses, though. This is where the commitment to burning the script and empowering your customer service personnel to add empathy and humanity pays off in surprise and delight.

Here’s an example:

My friend Scott Stratten is a fantastic keynote speaker and author of many books, including QR Codes Kill Kittens. He’s a tech-savvy guy who spends an unhealthy amount of time on Twitter. Consequently, when the streaming music service Spotify launched in Canada (Scott lives outside Toronto), he complained on Twitter first.

In truth, his “complaint” was more of an observation. He posted:

apacheleads-scott-tweet

 

(Notice that Scott mentioned Spotify, but didn’t specifically include the @Spotify or @SpotifyCares Twitter handles? That’s exactly what Conversocial’s research found to be the case, 97 percent of the time)

Spotify could have constrained themselves to Twitter’s 140-character limit and sent Scott a reply that said something like, “We’re sorry you’re having trouble. You can find our Frequently Asked Questions here: (insert link)” But they didn’t do that. They did so much more.

Spotify replied to Scott on Twitter and including an image capture of a custom music playlist they created just for him, where every song title fit together to form a coded message of support. They included a link to the custom playlist, as well. Here’s their response:

apacheleads-spotify-response

 

To which Scott tweeted back the only thing he could, really: “@SpotifyCares Now that’s awesome.”

The fact that Spotify put this together in 14 hours, at night (Scott tweeted at 9pm initially) is amazing. More amazing is that there is a song titled “And” in the Spotify library. (It’s by The Telescopes, if you’re interested).

Your customers aren’t always just curious and confused like Scott Stratten. Sometimes, they are downright angry. Or they might even be a troll.

Regardless of who the hater is, however, I recommend responding publicly. Even if they rant and rave and call you names, you’ll answer coolly and publicly. It probably won’t change the behavior or attitude of that one person, as it’s almost impossible to turn a crazy lemon into lemonade; the fruit is already rotten.

But by replying in public you show your temperament, your values, and your belief that all customers deserve to be heard.

Reply Only Twice

This is the question I get most often about the hug your haters system: “What if I respond to a hater, and he replies back with something even more negative?”

It happens all the time. Social media complainers see you respond and believe they have a foil, an opponent, a punching bag. But they do not. Because you and your customer service personnel know the key to effective onstage interactions: Jay Baer’s Rule of Reply Twice.

My Rule of Reply Twice is simple, and developed and proven across my 22 years as an online marketing and customer experience consultant.

The rule is: Online, never reply more than twice to any one person in any single conversation.

Violating the Rule of Reply Twice could drag you down into a vortex of negativity and hostility. Here’s how it works in practice. We’ll use a fictional hater called “Chad”:

Chad: “You guys are the absolute worst. I can’t believe you actually have the guts to accept American currency for your terrible product!”

Business: “We seem to have fallen short in your eyes, Chad. Can you tell me more about what happened, and I’ll do whatever I can to assist?”

Chad: “It won’t matter. It’s not like an idiot like you can fix all that’s wrong with this ridiculous company.”

Business: “I’m sorry you’re unhappy, and would like to help if possible. Please contact me via private message if you’d like me to give it a try.”

At this point, if Chad continues to complain, just let him do so. You’ve made two legitimate attempts to solve his problem. He has acknowledged this to be true by replying back to you, and the spectators will see the same. Now it’s time to let it go and walk away.

Nothing will be gained by replying again and again. You’ve done your part. You’re on record. Move on.

The Rule of Two does not dictate that you always have to answer twice, just that you never answer more than twice. One reply is sufficient for the majority of hater scenarios.

Ironically, even though customer interactions usually happen more quickly in onstage venues than offstage venues like email, it is important that you not respond instantly in social media, review sites, or forums. Quickly? Yes. Instantly? No. Instant replies are dangerous, as you can get caught up in the anger maelstrom respond in a manner that is less than optimal.

Switch Channels

The truncated nature of many social communications means it may be impossible to fully address a complex complaint in only two interactions.

Second, you may need the customers’ account number or other sensitive details to assist them, and you should not ask them to expose that information in full view of the digital spectators.

So for nuanced customer interactions that require research to resolve, your goal should be to switch channels after your initial, public response.

More than 60 percent of businesses say they are not capable of handling customer issues in one contact in social media. Many inquiries through these channels involve at least a second contact, in which the customer is sent to the telephone channel for resolution. This increases company costs, as they are adding a pricey telephone call on top of a comparatively inexpensive social media interaction. In this common scenario, customers who have chosen to complain in social are now forced to move offline.

For the tech-savvy customer segment (like Scott Stratten) that uses public channels not because they have been disappointed with legacy customer support, but because they simply prefer it (it’s their natural habitat), asking them to dial the phone to follow up on a tweet is like instructing them to churn their own butter to solve a problem with bland mashed potatoes.

A better method is that whenever you need to take a public, onstage customer interaction private, do so in the hidden chambers of the original contact channel.

Fortunately, almost all onstage channels offer this functionality to businesses. Take advantage of it.

If a hater reaches out to your business on Twitter and you need their account number to investigate, in your first reply apologize and ask them to send a direct message with their account number. Same thing with Facebook Messenger, Instagram, and beyond.

Some businesses switch from public to private channels and use the transition to build humanity and empathy.

Twitter, in particular, is a current leader in this opportunity as the platform has enabled businesses and consumers to create and send short videos instead of text and photos. You see Facebook urging more businesses to consider WhatsApp for similar circumstances. Interacting with haters through video can have a positive psychological effect, according to Michael Maoz from Gartner:

“When a customer looks at a customer support person on screen, their heart rate goes down, their blood pressure goes down, their euphoria goes up,” he explains. “Why? It’s really much more difficult to fail to be empathetic with a human being who is looking at you. The customer doesn’t have to be seen, but the fact that the customer support person is on screen, it’s a lot harder for me to be nasty in that situation.”

Channel switching in action

Jet Blue airlines will switch channels in a negative situation, and completely shock consumers as a result. It happened to Tom Webster, who directed the research we conducted for Hug Your Haters and wrote the foreword to this book.

Tom is a frequent Jet Blue flyer and knows how airplanes are supposed to sound and feel. Flying from Boston to Charlotte in an exit row seat next to the window, he heard an unusual grinding noise early in the flight, and noticed the fuselage becoming steadily warmer.

The aircraft was hot to the touch throughout most of the flight, and Webster was understandably concerned. Flight attendants were informed but were non-committal about what they would do about it, and couldn’t do much in the air anyway. Upon landing, Webster tweeted the airline and reported the incident.

This was more than two years ago, but Jet Blue’s Laurie Meacham, their manager of Customer Commitment, remembers Webster’s tweet.

“I do remember that, actually. And it’s a great example because it’s not like we did it just because of who he is,” Meacham recalls. “It is something that’s pretty typical of what we do with anybody. So obviously that’s a pretty big concern and that’s an issue, when the plane is so hot. And my team noticed it. They raised the flag, like, “Hey, this sounds concerning. What’s going on?” And from there it’s just a series of: who do we need to talk to? How can we find out what’s going on? Let’s close the loop. I know we involved a member of our Technical Operations team, to try to trouble-shoot the issue.”

Jet Blue didn’t just tweet Webster back or ask him to engage in a series of private, direct messages. Instead, they publicly tweeted that they would look into it. But then, they switched channels proactively. Within hours, Tom received an inbound telephone call, on his cellphone, from a senior Jet Blue operations representative.

“I was amazed,” he says. “Somehow they had seen my tweet and then figured out what flight I was on, as I didn’t mention it originally. Then they found my cell phone number. And then had someone call me personally. The coordination of all that is staggering to consider.”

Meacham explains how the detective work was accomplished:

“Even though his Twitter handle is pretty cryptic (@webby2001), the name “Tom Webster” is something we can search for in our system. We can find a reservation. If he has a TrueBlue account (the JetBlue frequent flier program), we can get his phone number from that, or we can get an email address.

Of course, first and foremost we wanted to reach out to him for his sake. But secondly, we were genuinely curious, like, what is going on and what other information do we need to fix this? And he might have some information that could help us as well.”

Evidently, Webster experienced an acute case of a longstanding issue: overheating of the control box that powers the live television available on all Jet Blue flights.

According to Meacham, all the old units have been replaced.

So there you have it, the playbook for handling social media complaints. Just remember F-E-A-R-S.

apacheleads-social-media-fears

This post is drawn from Jay Baer’s new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers. Special bonus offer available at HugYourHaters.com. Find out why Guy Kawasaki calls the books “A transformational work in the history of customer service.”

 

What did you think of this advice, did you get something from it?  Please do share with us in the comments box below and if you think it’s worthy, please click the Facebook like button so others may get the same benefits as you got

Apacheleads - Diamonds Phone Interviewed MLM Leads

The 10 Financial Mistakes The Rich Never Ever Make

I was just reading the article below on Entrepreneur.com.  It’s written by a self-made millionaire by the name of Daniel Ally   More than likely we have all heard this advice in bits and pieces but I liked this article because everything we need to become rich is right here in one place.  This really is like a 2 minute read and if you take it to heart it’s going to be a big help.

Maybe even print it out and put it on your wall where you can read it often.

 

I hear people giving financial advice all the time. Most of them aren’t rich.

Those who are rich would disagree with what many charlatans preach. The other day, I came across an article proclaiming, “Skip your lunch, don’t buy expensive coffee, cut your hair less often.” This is a horrendous way to live your life and it promotes poverty. It’s smart to be thrifty, but you don’t want to be cheap. You should never do anything that will deprive you from your joy.

I promote prosperity–and taking away these simple pleasures will not make you rich. It will drive you to be more frustrated from these unrealistic disciplines. Most of these hypocrites who profess these antics haven’t even made it financially. They just sit at a keyboard in a delusional manner, waiting for a payday that often never happens.

Financial advice is freely given by most people, but most of it is horrible. Conversely, the words you are currently reading are written by someone who is a self-made millionaire. Therefore, watch whom you learn from, for it is in your best interest (pun intended).

If you’re naturally a hard worker with a great career and have been diligent in all your affairs, you can have prosperity now. However, you might be asking, “Why haven’t I made it yet?” The answer to this question is in the way you think, feel, and act toward your money. Making better choices with your money can turn your life around.

There are certain financial mistakes that rich people never make. The journey in becoming rich will require you to make a few mental changes in your behaviors. Once you make these adjustments, you will begin to see the progress as your create more positive results in your life. Acquiring wealth is a great goal, but who you become in the process is even more worthwhile.

Here are 10 financial mistakes rich people never make:

1. Not Investing in Yourself

America’s first millionaire, Benjamin Franklin, was known for saying, “An investment in yourself pays the best interest.” Often, people depend on their employers to buy them books, send them to seminars, or provide them with coaching. However, you must take your education into your own hands if you want to prosper. Invest in yourself.

2. Over-Entertainment

Yesterday, I popped into a local Dave and Buster’s to see the grand opening. It was crowded with hundreds of young adults (ages 21-35) who were wasting precious time and money. Most people spend 30-50 percent of their paychecks on entertainment, while they temporarily escape the realities of life. Instead, rich people use that time and money to fund their dreams.

3. Buying on Credit

Many people purchase objects they can’t afford with money they don’t have to impress people they don’t like. This tragedy decimates many people, leaving them with a hopeless feeling when they repay their high-interest loans. If a person hopes to become rich, they will use their credit cards for growing and promoting their business, not funding personal expenditures.

4. Hiding From Your Spouse

Millions of married couples don’t talk about money. It makes them uncomfortable, which sometimes leads to arguments. However, you cannot get rich unless you disclose your financial precepts with your spouse. Money is only multiplied when love is in the mix and both members of the household have a clear understanding about their finances.

5. Mortgaging a Home

Some “rich” people mortgage their homes, but they aren’t really rich. Mortgaging your home leads to an endless battle of re-financing, bill-paying, and inflation. When you mortgage a home, you’re likely to pay twice as much asthe original price! Rich people rent until they can buy their house with straight cash, like I did.

6. Traditional Retirements

Our retirement system is a joke that must be evaded by those who want to become rich. If you’re depending on mutual funds, 401(k), and certain life-insurance policies, you’ll do better boarding the Titanic. Plus, if you’re saving money to enjoy it for your sixties, that’s like saving up sex for retirement! Instead, build your fortune while you are young.

7. Buying Inferior Goods

Price shoppers and coupon clippers will hate this, but when you buy shoddy goods, you get shoddy results. If you live by the price, you die by the price. Instead of buying what is “cheap,” buy the best goods that are available. Rich people know that buying a $40 shirt which will last for four years is better than buying a $10 shirt that must be replaced every year.

8. Lack of Enjoyment

Consumerism is funny. During 50 weeks at work, people think about vacations and when they finally get their two weeks, they only think about work. The truth about becoming rich is that you must enjoy the money that you already have, whether it’s $10 or $100. Your money will only expand if you appreciate it and think about how you can enjoy it more. You’ll always get more of what you enjoy.

9. Not Saving

Most people blow their money on miscellaneous goods. When they see ‘X’ amount in their bank account, they automatically think of what they “need” and purchase it immediately. However, this impulsive behavior must be eliminated. Rich people save at least 10 percent of what they earn and rarely take out personal loans for themselves, even if they think they need it. Save.

10. Working For Money

The majority of people in this world work for money, but rich people let money work for them. They know that their money will be a byproduct of the service that they render to the marketplace. Rich people also acknowledge the fact that their material wealth is the sum total of their entire contribution to society. That’s why they never work for money.

Making these mental shifts can dramatically alter your life. When you start changing your financial habits and avoiding these mistakes, you will be on your path to be rich. Remember, it’s not what you acquire that makes you rich, but who you become in the journey. And of course, I hope to be your neighbor one day; maybe I’ll invite you to my home!

 

What do you think, very valuable advice or a bit of rubbish?

I got to say, I really liked it a lot because a few of these things I’ve done wrongly and some I’m still doing badly.  I’m printing it out and putting it where I can see it everyday

If you would like more of this type of information and two of my books for free, please click this link

Love you to shareand like by hitting the social buttons below

Apacheleads - Toxic woman

Do You Have Toxic People in Your Life Who Are Limiting Your Potential?

We all love to be in the company of rich, successful, positive people.  It’s also what we are told to do in order to be motivated, become more positive and to learn more about achieving our own goals and success.  Why are we told this so often?

Clearly because it’s true and it works.  There is no doubt about it, but what the heck do we do with longtime friends and family who are just not that great to be around when it comes to supporting us?

Read on and find out in this excellent article I found here.

If you believe that you are the average of the five people you spend the most time with, then it is logical to surround yourself with people who are where you want to be.

But the reality is most of us are not surrounded by seven-figure earners or people who know how to support ambitious income goals. In fact, we are often surrounded by people who unconsciously contaminate our success! This begs the question, what do you do when you have relationships in your life that are toxic?

Think of the people who you have shared your goals with and they responded by criticizing you, discouraging you and telling you that what you’re doing is too risky. Do you think you would be more or less likely to increase your income with these people in your life?

While it is rarely discussed, the one shocking mistake that is limiting your income is allowing these toxic relationship in your life. Here is how you can eliminate these toxic relationships:

1. Take accountability

To truly take accountability, you have to recognize that you are responsible for your life and your results. Every relationship you have is a choice, so when you have people in your life who bring you down, you are choosing to have a relationship with them.

2. Identify the toxic relationships in your life.

You were born with an internal thermometer called your feelings. That is why we are naturally drawn to things that make us feel good, and move away from things that make us feel bad. Yet when it comes to relationships, we often ignore our feelings.

Think of the relationships that exhaust you and suck the energy out of you. These are the toxic relationships and they need to be labeled as such.

3. Coach them up

In spite of their best efforts, sometimes people are a negative influence in your life unconsciously. They do not recognize that they are pulling you down, so help them understand the type of relationship you are looking for and coach them up.

You can do this by coming from a place of love and empathy and clearly explain that you are not happy with your relationship and want to make it better.

4. Have realistic expectations.

Recognize that you are asking this person to change, which takes time. To have one conversation and expect the relationship to be cured is not realistic. Be patient with them.

As long as they are making an effort to improve the relationship, continue to guide them until they are contributing to your success.

5. If it comes to it, cut them out.

If they are not willing to make the changes you need, just like a toxic employee in a company, they must be eliminated. This is not easy to do because you care about these people, but you work too hard and your dreams are too important to allow them to continue pulling you down.

Approach them with love and understanding. Explain that you tried to improve the relationship, but at this point you can see things will not change so you are no longer able to continue having a relationship with them. Wish them all the best, and part ways.

While this is a viable option for many toxic relationship, what do you do if these people happen to be family members and you cannot remove them from your life? The answer is to distance yourself.

Do not return their phone calls as fast. At family gatherings, make the conscious decision to spend your time with other people. If you cannot avoid interaction, put minimal energy into the conversation.

The people you surround yourself with have a powerful effect on the way you think and your perception of what is possible. Make a commitment to surrounding yourself with people who lift you up and encourage you. If you do this, you will find yourself surpassing every goal you have, and earning more income that you have ever imagined.

In closing; there is some good advice for us all there, even though some of it will take some courage to implement.  Do you have some toxic people in your life or did you do something about it?

Share your thoughts on the comments below  and take a second to share the article.

Apacheleads - Increase traffic to your site

6 Growth-Hacking Tips to Boost Your Website’s Traffic

Here at Apache Leads we are always on the lookout for ways to grow traffic to our site. We use both paid and organic (free) traffic methods.

Ever since we started back in 2003 organic traffic from the search engines has been our main source. Fortunately we have maintained many top 10 rankings over the years but its not by luck or chance. It takes a fair bit of work and these days with the major focus being on social signals it’s gotten to be more work and now we have a lot more competition.

So, with that in mind I wanted to share a good article I found at Entrepreneur.com recently. Everyone with a website can use these hacks, even if your company provides the website for your networking business you can still use most of these tips to increase traffic

Think of growth hacks as cheat sheets for your startup. These tactics can resolve issues in five categories: acquisition, activation, retention, referral and revenue.

Growth hacking — particularly in the acquisition and activation category — can decrease your cost per lead in paid advertising, help generate leads, encourage users to share content with their friends and measure and increase the quality of leads you’re receiving.

But which hacks will help you increase website traffic and gain more contacts? Here are six:

1. Keep your homepage minimal

Visit Dropbox or Netflix, and you’ll notice they all have minimal homepages. These kind of homepages are incredibly effective at generating sign-ups. Last year, the people at The HOTH ran a test in which they set up two homepages — one minimal and one not. After 30 days, they found the minimal homepage yielded more than 10 times the number of sign-ups than the other ones website.

Focus your homepage on one clear value proposition. It gets results.

2. Trade resources for information

HubSpot’s Marketing Grader is a great example of offering free content in exchange for users’ details. Users provide their website and email address; in return, they get an automated report on their website’s marketing quality and how it compares to others’. It’s an incredibly useful tool — and many people use it, providing HubSpot plenty of leads.

If you don’t have the resources to set up a system like HubSpot’s, you can always offer e-books, videos or webinars showcasing your industry expertise. Experiment to see what works best for you and reach out once you have those email addresses.

3. Survey your users

I’m a huge fan of surveying tools such as Qualaroo. They produce useful data to improve lead generation. Ask, “Is there anything preventing you from signing up?” Your answers can range from “I’m unclear on pricing” to “I’m not sure whether this product is for me”.

Related: 3 Ways to Engage Your Site Visitors

Optimizing for leads is an ongoing battle. Surveys are a valuable weapon.

4. Build landing pages

Landing pages are the entry points to your website. According to HubSpot, companies that expand from 10 landing pages to 15 get 55 percent more sign-ups.

Each landing page should be 99 percent unique. Don’t replicate content. Use different offers to target different customer segments and highlight different selling points on each page.

Direct paid ad traffic to these pages rather than your homepage. They have much higher conversion rates and offer a lower cost per acquisition. Follow this advice to ensure your landing pages are as effective as possible.

5. Use paid ads to test headlines and images

Testing landing pages is difficult. You may not get enough traffic to derive valuable data. Instead, use paid ads. Because your pool of people to test becomes everyone exposed to the ad — and some ad platforms only charge you on a per-click basis — you can spend much less to get more data.

Turn off ad optimization when testing. Many platforms stop sending traffic to one variation to reduce your ad spend, which messes with your test scores.

It’s also worth trying out audience targeting on platforms such as Facebook to see whether certain age groups or demographics convert higher.

6. Remove landing page links

These distract people from your call to action. Yuppiechef saw its conversion rate double when it removed navigation links from its landing pages, and others have seen rates increase.

Groupon used to remove the footer of its site when users visited the homepage directly, but if they visited via Google, it would appear. The links in the footer reduced conversion rates, but they were necessary for search engine optimization. It had two variations on its homepage: one for those in the know and one for those who found the website by chance. You should be hacking for both.

Once you have the first steps of the cheat code out of the way, it’s time to tackle the next levels of growth hacking — from retention all the way to revenue.

What did you think of these traffic hacks, will they boost your traffic?



Don Gorilla

Gorilla Movie

What the heck does this photo have to do with leads?

Well nothing really, I just liked it. It was taken a few days ago in a studio where we just finished doing a corporate website video for my son Kris, the guy behind me.

What a ball we had doing it. We got to use my friends corporate office here in Phnom Penh and their studio.  We also hijacked all his staff to be in the video.

I had the hard job of being the Gorilla … trust me, it’s very hot in the monkey suite.

These days video are on sites all over the place and I’ve been reluctant to make any because of two reasons, one I’m quite shy and secondly I really don’t know much about making decent videos.

Sure anyone can aim a smartphone and record a video but that doesn’t qualify us as professional movie makers.

We were lucky enough to have a very talented French woman who is actually a professional director take charge of us and make the whole project a great success.

The last time I was in a studio was back in the 90’s when I was making a TV commercial for my fledgling ISP in Brisbane called Cynergy Internet. I wonder if anyone remembers that.

It really was good fun making the video. It’s given me the desire to make some more videos for Apache Leads.

Got nothing to show yet, just some vague script ideas. But if you have anything you would like me to particularly make a video about, please let me know in the comments section below.

Below you can also take a look at the video we made. If you have a website and want it to rank higher on Google and get a lot more visitors then shoot my son, Kris an email. His site is Ardor Media Factory

Love to hear your comments about the video and any ideas you might have. Please comment below and like the page