Business Alone

In our previous discussion, we talked about seven ways to best retain your loyal customers.

I'd like to continue that discussion today with seven additional things you can do in your business to make your web site "sticky" (as in hard to let go of) and to keep your prospects and buying customers happy with your business to the point they want to continue their relationship with you.

When you think about it, online customers has a nearly unlimited choice of options in almost ever niche. For you to gain a paying customer and then let that person "go" because their is nothing new or exciting at your site, is not a smart strategy.

It's much better to actually focus on the needs of your loyal and best customers, possibly even to the extent of giving new customers less attention.

Entrepreneurs are a diversified bunch. They appear in all sorts of sizes, temperaments, ages, and with various backgrounds.

Some produce tons of workable business ideas in a year. Others seem to struggle to come up with one good idea in a decade.

Regardless of where you fit on the continuum, there is a very underutilized place you can go to get all the good ideas you'll ever need to keep you in business for a long time to come.

Go online!

I recently came across an article that gave some specific proven advice about launching a new web site. The steps explained were simple and straightforward. I don't remember where I saw the article, but I did make a copy and thought I would summarize it here for you.

The title of the article was: "Launching your Web Site the SEO Way" and it was authored by Paul Fleming.

First of all, you web site needs to be SEO friendly - no flash, no frames, judicious use of images and graphics.

One of the most important things you can do for a new site is to begin building the incoming links to your site from outside, trusted sources. This process takes time and will be something you need to pay attention to always.

Try to get links from sites with a page rank above 3. Here is a directory that offers good links, both paid and free. It's a good place to start.

Other candidates are Wikipedia (Page Rank of 9), Yahoo! (Page Rank of 10), Superpages.com (Page Rank of 8) and Dmoz.org (Page Rank of 9). It may take some time (especially with DMOZ), but a link from any of these sites would be wonderful.

Most of the Internet's best marketing minds agree on this philosophy:

"Don't try to create interest and excitement in your prospect for your product. Find an overwhelming desire already in your prospect's mind and fill it."

What does this idea suggest? Simply this . . .

There is a critical business principle that you need to learn and implement in your solo Internet business that will serve you extremely well. In all digital businesses it will become either an invaluable friend or a nightmare of an enemy.

Some stay in business for years and spend a lot of valuable daily time on managing this area of their business, while others adapt and implement an automated system that does almost all of the manual work for them.

I'm talking about implementing and operating a system of records and data keeping that will aid you in maintaining your business and your customers.

I don't know of a large profitable corporation that doesn't regularly seek professional advice on a whole range of business issues.

As a solo business owner, you may have a tendency to rely strictly upon your own knowledge and skill for all your business needs. You may figure that since you're in business for yourself, it's up to you to find answers to your questions and problems.

In actuality, the smart business owner is one that recognizes and admits he has limitations in certain business areas and will seek out professionals who can advise and help him over the rough spots.

Malcolm Gladwell, a talented and observant staff writer for "The New Yorker," has written a little book that you, the entrepreneur, should read as part of your basic small business education.

Here are the details:

The Tipping Point: How Little Things Can Make a Big Difference
by Malcolm Gladwell, Feb. 2000, 288pp.

Gladwell understands human behavior and social trends that have shaped the American economy and influenced the business world so profoundly.

If you're a businessman, an advertiser, customer relations specialist, product developer, or web site owner, The Tipping Point holds many nuggets and gems that will influence the way you view your job and execute your mission.

Another book that I like to recommend to entrepreneurs and existing small business owners is The Wisdom of Crowds by James Surowiecki, a columnist for The New Yorker magazine.

It was published in May 2004 and has 320 pages. The subtitle is: "Why the Many Are Smarter Than the Few and How Collective Wisdom Shapes Business, Economies, Societies and Nations."

That's quite a mouthful and suggests that there really is wisdom, influence, and, in particular, power in the thinking and opinions of the masses, either to the benefit or detriment of every society, organization, and economy in the world.

To tell you the truth, I'm having a hard time coming up with any reasons why you shouldn't absolutely consider having a forum at your site.

In the early Internet days folks would chat back and forth via email only. Some sites placed comment forms in strategic places around the site to encourage visitor input, but that communication was pretty much one way.

If the site owner wanted to answer a comment, it was back to the email station to shoot off a reply.

When you think about it, there is no better place to find new prospects that may have an interest in your particular niche than to ask your satisfied customers to recommend their friends and acquaintances that have similar interests and passion for the subject.

Some of your customers may not legitimately know other people in your niche, but those instances will be the exception.

If you are dealing in any kind of business subject or niche like a hobby, or a recreational pursuit, or a leisurely pastime, there's a very good chance that your customer will have friends and maybe even family members that also participate in the same activity.

I've written a number of times on getting started in business and most of those discussions, at some point at least, lead back to the importance to small businesses of doing market research to understand who your customers are and what they really want.

I have come to the conclusion over my years in dealing with small business owners that some of them (the true entrepreneurs) are exceptionally good at the skill of listening, and others (let's call them business road kill) haven't a clue what listening entails and don't ever do it.

I think some people are born to complain.

We've all been acquainted, or at least come in contact, with this type of personality at some point in our lives.

It seems that if the person is not registering a complaint, he's out of character.

It's sad because we all tire of this constant criticism and negative attitude, even though we may be good friends with the person.

But this type of personality can be damaging to a small business in a number of ways.

I'm no expert on the subject because I've only been blogging a short time now (since February 2006 on a blog different than Business Alone).

However, I have been a writer for quite some time and many of the same rules apply to blogging as well.

I have taken the time to do some research on the subject.

Specifically I have been reading about "How to Blog" and trying to follow the instructions of some who have been successful bloggers for quite some time now.

I've also spent a fair amount of time visiting popular blogs, watching what other authors are doing, and trying to follow their lead by seeing and incorporating their techniques into my own blog.

Big Madison Avenue advertising agencies need to know what customers think about specific companies (their clients) and the products and services they sell.

They create branding messages, images, and positioning for these companies that affect how the business is perceived by the general public.

Such information can be helpful to a small business as well; however, most small businesses are not in a position to be able to afford this level of outsourcing and detail in their marketing.

Still, there is an easy way to check on consumer sentiment about the companies that do business in your niche.

Nothing grabs a prospects attention like seeing his own name printed in a hand-written letter from a friend.

When a business customer feels like he is appreciated, singled out by the owner for some personal attention, and given the opportunity to join in the membership of a group of "insiders," he will likely commit to being personally involved in the niche with this business.

Personal involvement invites activity in forums, registration as a member of a community of serious like-minded folks (either free or paid), and status as a preferred customer (one most likely to buy products from the business.)

Whether you decide to publish information in a paid newsletter, a "members only" web site, or an email or notification service, the questions you'll have to answer are basically the same. Why do you want to do this?

Is the decision based on your love of the niche and desire to share what you know about it? Is it because you already have the advantage of possessing the knowledge and experience that will be needed?

Are you trying to gain a dedicated group of subscribers so you can offer them niche products? Or is the decision simply one that allows you to start a business and earn a living in a niche of your own choosing?

Whatever the reason, there are business principles that you ought to think about prior to committing much time and money to your new venture.

The popularity of survey results in a specialized niche is undeniable. Customers and prospects alike love to be part of a survey and then look at the results.

Often they compare their own responses with those of the survey to see if they have similar or differing opinions than the "group."

Surveys that are not targeted, i.e. those that ask very generic and general questions, are often ignored or disregarded.

Most people feel they are a waste of time because the respondent is not interested in the subject and could care less how the masses feel.

Every web site needs traffic. For most web sites, especially business sites, the more traffic you can get . . . the more sales you can make, all other things being equal.

One of the important characteristics of the most highly trafficked sites is that they have managed to build lots of inbound links. Not just "lots" as in dozens, but "lots" as in thousands.

Simply put, a link to your web site is a referral on a different site pointing to yours. A web site, other than yours, has "linked" to you by means of an active button, graphic, or text which anyone may click on to be immediately taken to your site.

Why would you want to have lots of "incoming" links?

List building is one of the greatest keys to establishing a viable and lucrative solo business online.

When you think about it, communicating with your prospects and customers is one of the best and most effective ways to build a relationship with them.

You need the trust and confidence of your customers. If you don't have it, they won't give you money for your products or services, and they will only allow you a short amount of time to prove to them that you are worth dealing with in your niche.

Building a list of prospects, and possibly a different list of buying customers, allows you to make contact with them repeatedly so that you can share your knowledge, products, and advice for their benefit.

A list is simply a data base of customer names and email addresses. It is possible to add additional customer information items (like address, phone number, age, etc) but typically that is only done for your best customers that give you such information as part of an order for your products.