Master Class: Advanced Lead Generation
Taught by Derek Halpern of Social Triggers

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Master Class: Advanced Lead Generation

Time to watch/listen: 95 minutes



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Social Triggers

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Course Notes

Transcript

Andrew: This session is about traffic building. Leading the session is Derek Halpern, founder of Social Triggers.com on the website you see in front of you, which shows you how to turn traffic into leads and sales.

I’m Andrew Warner, founder of Mixergy.com, where proven founders teach. Derek, give me an example of what our audience will be able to do at the end of the session.

Derek: Yes, so, during the session I want to show you how I took Source Triggers from a brand-new blog to a blog that gives several comments on posts, a lot of social media action, as you can see 446 tweets and 224 likes. And to show you some traffic stats, I took the site from basically new in April with 8,000 uniques to well into over 30,000 uniques in July.

Andrew: So, four months, you built it up this . . . that’s what I love about this session, all these sessions, we get people who have done it, who have proven it on their own sites, and their own businesses to come in and teach how they did it; to teach you how you can do it, too.

Derek: I also want to show it’s not a fluke, either, because I did the same thing on the DIY Themes blog, the diythemes.com/thesis site, where I took this to 19,000 people over the last six months or so. So this took a little bit longer, but this is a larger list, so it took a little bit longer to grow.

Andrew: Yeah, that’s an incredible site, and I see that you’ve grown it with . . . and this is a site that sells. An e-commerce site, they’re selling bits, essentially, to people and they’ve gotten a big audience to sign up and ask for more information. In fact, actually, they’re asking DIY Themes to sell to them. All right, I want to do this for our audience. That’s what they came here to watch in this session. What’s the first step that they need to take?

Derek: All right, so, this whole process is broken down into three simple steps, and there’s a little bit that goes into each step. And we’re just going to start right at Step One.

Andrew: And can you give us an overview? What are the three steps, so people who are following along know where we’re going with this?

Derek: Step One is all about positioning your site. Step Two, that’s all about actually getting the traffic to your site. And Step Three is all about keeping the traffic on your site.

Andrew: All right. Great.

Derek: I just saw on the growth you want, for real traffic growth you want to be able to generate new traffic while keeping your existing traffic, because the more people you keep, the larger your numbers grow over time.

Andrew: OK.

Derek: All right. So, we’re just going to start with Step One. We’re going to talk about positioning your site in the marketplace. This is really the number one step because if you skip this step, everything else you do is pointless. And the reason why that happens is because if you don’t position yourself as a unique person, like a unique source for content, you become forgettable. And if you become forgettable, people don’t have a reason to visit you, and don’t even remember to visit your site. So, you really want to focus on the positioning of your site. This is like the foundation of your blog, or your website. Now, how this works is actually three different types of positioning that matters in this particular case.

Andrew: OK.

Derek: The fourth type of positioning is what I call the content format. And that’s exactly what you think it is–the format of our content. Is it PDF, is it articles, is it audio? What type of content are you producing? Now as an example, I just want to pull up Mixergy, here. You usually create these master classes, as one type of content; and then video interviews as another type of content.

That helps you stand out in this space, because even though there are other people doing text-based interviews or audio interviews, you really decided to go video, and then you have the master class, which is a unique reason to keep coming to your site, right? Now, if I was interested in competing with you, I would probably take a different approach, where I might try audio based interviews, and then instead of doing master classes I might do next action worksheets, or something like that. So, that’s what I mean by content format.

Andrew: You know, by the way, it’s funny; I didn’t even think of that format until I saw the notes that you sent over. PDF actually probably would even do better than video. I’m kind of married to video. I love the format; I’ve gotten in a good groove with it. But if I could do it again, I might, and I knew about this, I might even go PDF. PDF is downloadable. People can read it on lots of different devices; they could share it. They can take it with them. They’d be willing to give their email address for it, where people have been trained not to give their email address for video, you know. So, I didn’t even think of PDF as an approach. So, of course, video, many people don’t think of; PDF is another approach, text we all think about. What else is there?

Derek: There’s audio, and another really great example; I want to pull up the KISSMetrics blog. These guys broke into the marketing space, which is really crowded. What they did was, create a bunch of different info graphics. Info graphics are great for links. It’s great for social media sharing but with KISSmetrics, right now, is the only marketing blog that’s creating these info graphics en masse. They have like a million info graphics here. Like I said, they are the only ones who are doing it. When I think KISSmetrics, I think useful info graphics. They positioned their site in that way.

Say you’re selling time management, if there is no one in your space doing info graphics about time management, maybe that’s an opportunity for you. If no one’s doing video interviews, that might be an opportunity. That’s what I mean by content format.

Andrew: All right. You’ve opened my eyes to a new way of positioning myself. I totally get it. We are so in the mindset of everyone else is doing text, you have to do text and when people watch my interviews they get in mindset of thinking, it’s only got to be video because that’s the only way to do interviews. They’re not. You even said earlier, maybe I do worksheets. Maybe what they do is, they have a conversation with someone like search engine optimization and they create worksheets and publish those. That, I think, actually, would do better than text because everyone else is already doing text.

Derek: Yes, exactly. I think it’s just a way to differentiate. Eventually, you want to do all types of multimedia, but when you are first starting a site and you have very minimal traffic, you really want to be known for one thing. And we’re going to talk about that in a few minutes about what that means.

Andrew: OK. Content format, one approach.

Derek: Yet the next approach is all about content topic and to show you this example I’m going to pull my own site, Social Triggers. I also was breaking into the overcrowded marketing niche. What I did to differentiate was my main topic was marketing and blogging. To differentiate, I decided to pull in the research from psychological studies, real hard-core academic research and then also some conversion testing, and pull in that data too.

Then, I tied it all together to how this research and studies apply to the blogging niche. I’m taking something complex, I’m turning it into easy, actual insights that bloggers can implement on their site. That was a huge success. Everybody thinks that the fact that I niched down into psychology and conversion is the reason why people remember my site and one of the reasons why I grew so quickly. You know what I mean?

Andrew: Yes.

Derek: That is all about content topic. Now, to really hit this topic home, the one thing people really worry about when they are creating a blog and creating some kind of unique topic like this, where they mix maybe two or three different ideas together and talk about the intersection of those two or three ideas, people think they are going to create too small of a niche. That they are not going to really be targeting their overall customer, and they are going to think that they are leaving a lot of sales on the table.

To really combat that, I want to talk about Copyblogger for a second. He started his site in early 2006. His main goal was to bring copyrighting to blogging. And that’s all he really wrote about for about the first year. He built his audience up, he built his credibility up as a copyrighter for blogging and then, he branched out later. When you’re going to niche down, the point of the niche down is to really establish your authority in one particular area and then branch out into other topics that are related to that area at a later date.

Once you have the credibility in one area, it is very easy to have the credibility in another area in the people’s eyes. It’s like the whole celebrity things, where people are willing to trust Oprah rather than their therapist as someone to solve their problems.

Andrew: [laughs]

Derek: Even though she might not be a therapist but she’s a celebrity so they’re more likely to believe her because she has an audience of people who listen to her.

Andrew: I see. You’re saying, for example, if I were going to tackle online sales that would be too broad. Maybe what I want to cover instead is psychology in sales. Maybe instead of that, I want to do landing page conversions and psychology, and I would do content just about the psychology behind landing page conversions. You’re right, if I were to think about that topic, I would think, well, maybe it’s a little too niche-y.

There aren’t that many people who want landing page discussions as it is, and there aren’t that many people who also want psychology with landing pages. Maybe I’m making it a little bit too narrowly targeted for an audience of one, which is me. Actually, as I think about it, if somebody created a blog like that, I would absolutely rip into it everyday because I want that kind of narrowness. I want something that addresses a specific need. OK.

Derek: Exactly. They’re going to rip into it; they’re going to remember you. You’re going to be known for it, and it’s going to help you build that core base of 100 to 1,000 people that read your site regularly. Those 1,000 people are the ones that are going to be sharing your content always, and they’re going to help you branch out to other things. Like I said, you really want to niche-down, branch out later.

Andrew: It seems like what you’re saying is, if we have a big topic, we want to look for another topic to marry it together to, right?

Derek: Yes.

Andrew: If we’re thinking we’re going to do the marketing blog, it’s not enough. Think something like what you did which is psychology in marketing.

Derek: Yeah, exactly. Psychology marketing conversions narrow it down. I started with that, and now if you read my site I delve into a bit more motivational stuff. I also talk about just general blogging stuff, and I was able to branch out. It’s only been three months, and I have been able to branch out already once you build the audience. You can branch out once you have the audience.

Andrew: All right. That’s a second way to differentiate ourselves.

Derek: Yes.

Andrew: What else? What’s the third one?

Derek: The third way is what I call the content design and how people experience your website. When they visit your site, does it look like every other kind of site, or does it feel a little bit different? For example, with Social Triggers, most people in the marketing area are using very complex layouts with a lot of distractions. I just decided to go completely minimalist because it was different from everybody else.

A lot of bloggers are using the color red for their links or blue for their links. I decided to use purple for my links, and I did this just to have a design that was looking significantly different, that way people remember my design.

I also decided to take a big feature box at the top here with an opt-in. The reason why I did that was not only did it convert really well, but it also stands out from the other marketing blogs in the space right now. That’s like designing your site and making it pop out a little more.

To really hit this home, I want to show you Rich Happy and Hot LIVE. This is a conference that is being thrown by Maria Forleo. I’m going to scroll through the site for you right now, and you’re going to see a lot of different things that’s going on here. Instead of having an overloaded site, it’s minimalistic. Instead of having a lot of information, there’s actually very little information. They’ve got one page. [inaudible] as a video, and they really hit home that this is going to be an experience, not just like a learning event.

You can really see that when you see the big picture on these pages, like showing

or there’s another example where there’s an innovation page where you see people really just having fun. When their target audience sees this, they can understand that it’s going to be a fun event whereas I’ve seen other conference sites which I’m not going to name any names because I don’t want to get in any bad will with any of those people. Other conference sites that are really busy, and they don’t do a good job really targeting the emotion of people and showing the emotions whereas this conference, it’s all about emotion, if you can see what I’m talking about?

Andrew: You say that when it comes to design it’s not just a way to separate ourselves, but in order to do it, there are three questions that we can ask ourselves to get the design that differentiates us from the competition.

Derek: Exactly. The three questions are as follows. The first one is: how can you use images to make things stand out? Here, as you can see, they are using images to show examples, to show the fun. For Social Triggers, I always use images that are very similar with 200 pixels wide and frames aligned right. You can see that in online posts not many people have it aligned right. People do align left. I have it aligned right. There’s actually another reason for that which I can talk about later, but just images designed in such a way.

The second question you want to ask yourself is: how can you make your color scheme different?

Andrew: Actually, you know what? Derek, I can’t wait for later. I’m just now sitting here thinking, what’s the benefit of having it on the right? I’m trying to figure out the psychology behind it. Why do you do it?

Derek: All right. There’s some research that shows that people prefer to reader shorter line lengths. More specifically, they like to read a line length between 40 and 65 characters long which is equivalent to about 3-350 to 380 pixels. I have an image to the right here to shorten my line lengths to the left.

Andrew: I see. So, roughly six words wide, if we had to come up with a word width.

Derek: Between about six to eight words wide.

Andrew: OK.

Derek: That shortens the line length, and I only do that for the first few sentences. The reason why I do that for the first few sentences is because copywriters have long known that if you get people to read the first four lines of your copy, they’re more likely to read the entire thing. I shorten the first four sentences with this image trick, make the line length shorter, and then it broadens out to longer line lengths.

The reason why I wanted to broaden it out to longer line lengths is that even though people prefer the short lines, they actually read long lines faster. I start off with the short lines, get them hooked, get them reading, broaden out to long lines and keep them reading to the end.

Andrew: Gotcha. OK. The first thing they see is short lines which are more welcoming, and then they get longer lines which keeps them reading.

Derek: Exactly.

Andrew: All right, cool. I’m glad I asked. All right. So the first question you’re saying is, “How can we use images to make our design stand out?” What’s the second question?

Derek: The second question was how you could make your color scheme different, or just color design different. With Social Triggers, as I said, I did minimalistic and purple links. Now the third question is all about design, and this is all about how people experience your site. And as you can see here, Rich Happy & Hot LIVE, this is like a one-column layout with very little distractions. If you look at my site, it’s a two-column layout with very little distractions.

If you look at a site like problogger.net though, they have my similar audience. They have two columns, three columns of feature box. It’s a little bit busier. So instead of going to a three-column layout with a big footer, I decided to go with a two-column layout with no featured post to the top, if you know what I’m saying. So it’s all about the look and feel of your site. If people are primarily using two- or three-column layouts, maybe you want to use a one-column layout and figure out how to make that work so it converts to results that you want.

Never just make a design decision because you want to be different. In the end, you always want results from your site, so you want to test these new ways, but never compromise conversions for standing out with design.

Andrew: OK

Derek: OK.

Andrew: All right. And the final question that we can ask ourselves when it comes to using design standout is . . .

Derek: The final question was, “How can your design be different?” So the three questions were, “How can you use images to stand out?” The second question is, “How can your color scheme be different?” The third question is, “How can your overall design be different?”

Andrew: OK, the layout.

Derek: The layout.

Andrew: Gotcha.

Derek: All right. So that’s Step One.

Andrew: First thing we do, differentiate ourselves, make sure for many reasons we stand out and people remember us. I don’t think anyone’s going to forget what your site is about. It’s about marketing and psychology. Copyblogger started out with the idea that they were going to be about copyrighting for blogging. Rich Happy & Hot LIVE is an event that’s standing out with beautiful images and without a lot of text on their site. All right, I see how we’re standing out. And of course one of my favorites is KISSmetrics, which stands out with content.

Derek: With the info graphing. I mean, this is great. Exactly.

Andrew: I think, by the way, that format is really underestimated. The value of picking a different content delivery method is just much bigger than most of us recognize.

Derek: It’s huge, it’s huge. Like, if I were to go into the interview space, I would not even consider doing video interviews. You’ve already got that on lock. If I do an interview blog, I just look like a knockoff of Mixergy. If I do a video interview blog, I’m a knockoff of Mixergy, as opposed to my own thing. You know what I’m saying?

Andrew: Yeah. I’m kicking myself for not doing PDFs right off the bat. Do audio plus a PDF, people value PDF. You give it away for free, they share it, as I said. They would even pay for PDF, because they’re so used to it, especially if you start calling it something else, like a Kindle book or something.

Derek: Or imagine if you had an interview and you had a PDF with some next action tips from the interview, and they could only get that in exchange for an email.

Andrew: Right.

Derek: Now you’ve got custom regeneration for every one of your interviews.

Andrew: Right, right. Checklist, too, is another great idea. If you just give people checklists either as a big image or give them a checklist as a PDF that they download, or even a Word doc, I could see valuing that. And, man, creating these different formats is dead simple. Creating a PDF, of course. Creating a EPUB format is just an export from a Word doc. So it’s really easy for people to create those different formats and stand out. All right. So now we’ve stood out. What’s the next step? It’s position your blog for the marketplace?

Derek: So, no, the first step was all about positioning.

Andrew: OK.

Derek: The second step, here’s the real meat here, this is how you get traffic to your site. So this is the part where everyone needs to be paying attention. Get ready to take some notes. You position your site, here’s how you’re going to get traffic, and there are a few different methods I have for you, merge right into the first method. I call this creating content-rich resource pages. Now what is a content-rich resource page? It’s simply a page on your site that has a little bit of content, as you see here with WordPress SEO for everybody, little bit of content. Then you have a link, links to some of your articles about that content, and then an opt-in form. These content-rich resource pages are huge, and let me tell you why they’re so beneficial.

If you already have a blog on your site, what you can do is take some of your content that you have already written and some of your content that is like evergreen content, create a page that puts that content together into a nice little, neat little package, like WordPress SEO for everybody. Then what you do is you announce this nice little package to your audience, and they go crazy! As you can see, only 32 retweets but 51 Facebook shares, 16 + 1’s: this page is a major traffic generator, all from social media. And all I did was put together articles I already had in my archives, you know what I mean?

Andrew: Yep.

Derek: I just pulled articles together. Now there’s another benefit – once this starts getting some social media action, it’ll naturally start attracting links and as it starts attracting links, you might start ranking for the topic that you’re trying to rank for. Here we’re trying to rank for WordPress SEO; we haven’t taken that yet, but that’s a very competitive term, we’re trying to rank for a very competitive term.

But something like I have on Social Triggers, which is all about how to sell more at higher prices, keep customers coming back. It’s all about increasing online sales. And this page is just the same thing. It’s some introductory content, some more content, links to five articles, then an opt-in form. This page is already ranking pretty decently in the search engines for me.

Andrew: So how is this different from most WordPress sites and other blogging software will enable us to do, which is to create a single page with links to all the articles on a topic that we’ve written? How is this different from that?

Derek: A category page is nice for archiving all your content and everything, but the problem with blogs is that it’s great for highlighting your new content, but it’s horrible for highlighting some of your best content. Just because it’s new doesn’t mean it’s the best. You might have stuff that, you know, you might have an interview that you did two years ago that’s better than any other interview than you’ve ever done. And if you’re just using the regular built-in category system or tagging system, it’s going to be really hard to hand-select your best stuff.

Andrew: Right. It shows every single post on a topic, and you’re saying, “Select just the best stuff – don’t overwhelm people. More is not better.”

Derek: Exactly. Don’t overwhelm people; give them just the – and target each thing to a specific topic. I know Ramit Sethi does a really good job here, where he says, “Earn more money, buying a house, credit card perks.” Each particular section, he has some intro content and links to some articles. And guess what happens at the bottom? An opt-in form.

Andrew: Let’s take a look at that top section, because that’s where most people link to it, and we just don’t even notice what they’re doing, I don’t think.

Derek: Yeah, same [inaudible]. Earn more money.

Andrew: It’s kind of a small set of links so it’s a little hard for people to see at the top of the page. One sec while the page loads up; they’ll see it. There it is. So right underneath his logo he has those links on Earn More Money, Buying a House, Credit Card (what is that called, poker?).

Derek: Credit Card Perks.

Andrew: Credit Card Perks – I’m really not seeing it because it’s small on my screen, too. So the idea is he has these category pages, a little bit of text, and then links to hand-selected posts that he’s highlighting, and then the email box on the bottom.

Derek: Yep, exactly.

Andrew: Are you getting a lot of action on the email box? Or are people mostly clicking on those links and avoiding giving you the email address?

Derek: So you want to hear something really funny? On this page here I whipped together a Building an Email List 101 page.

Andrew: Mm-hmm.

Derek: And I announced it to my email list. It got shared by 95 people; 28 likes. And even though people were clicking the links, a lot of, if you show five or six links they might think, you know, all right, I don’t have time to read six articles, I’ll just give him my email instead. And it is converting. When I announced this page, this page generated a few hundred leads that I wouldn’t have had otherwise, if I didn’t announce this page.

Andrew: Can I see the text that you’re using to get people to sign up to the list? Yeah, right at the bottom. It says: To learn more about building your list and other great tips, sign up for the exclusive Social Triggers Newsletter. I see; so you’re tying it to the topic that you’re covering.

Derek: Exactly. And now the one thing I would like to test; I haven’t done it yet because the more aggressive you are with the opt-in, the less social media play you’ll get. So I left the opt-in at the bottom. But what I might end up testing is including a small opt-in below this box here.

Andrew: I see.

Derek: Put it a little bit higher; that’ll probably convert better, and then have the articles below. But right now it’s at the bottom. I’m being a little bit less aggressive because as I said, I’m trying to really get the social media count on this a little bit higher.

Andrew: That drives me crazy too that you have 95 tweets on a set of old posts, when many of my posts (my newer ones) don’t even get 95 tweets. But I can see how if it’s a resource page, then people tweet it out, because now they’re giving a lot of useful information. It’s like giving a guide to email marketing directly from Derek. I could see why they would tweet it out versus a single post.

Derek: Imagine, for example, you could just find seven interviews you did about how to get funded, and you could have a how to get funded interview series. You could be a little bit more aggressive because you’ve got a really good brand. Instead of making the interviews all lengths, you could say here’s a series of how to get funded, when you sign up you’re going to get over the next 21 days you’ll get one interview each three days, and set up a custom auto-responder sequence where they get one interview per three days. At the end of that you say, if you really like this how to get funded series, sign up for Mixergy Pro, and you can get this other series about growing your business from $0 to $100,000 a year in revenue, or something like that.

Andrew: You know what? We’ll get back on top again a second here, but I got to tell you that David Saint, our course producer here, as he was going through with you to put this session together, he kept stopping to set up the Go To Meetings for us to record and put together some of the documents. He kept saying, “Andrew, I want to put together these pages that we’re going over with Derek, and we have to really force him, and force ourselves together to say no, let’s focus on the things that we need to get done here and we’ll put those lists together”, and now actually I’m really glad that we didn’t, because I like the way you’re describing it here. Maybe, even better then putting together just a single page. I’d like to put together an email series, and as you said, at the end of it offer people an upsell. I like email.

Derek: Me, too.

Andrew: We’re going to talk later about why email is better. You are going to explain from a business point of view why email is better, but I’ll say just a quick reason why I love it. For me I find that people who are signed up to email are a much better connection for me. They help more with the site, they care more about the product, they guide me in a better way, they give me feedback, they’re more supportive, they offer to fix things when they’re broken. In contrast where people who just are hits on the site, just don’t have nearly the level of connection.

There’s one more thing, and I promise I won’t keep getting excited about each step of what you’re doing here, but can you show Copyblogger again? Because I’m realizing now that when I first started blogging, right at the top they have copyrighting, content marketing, landing pages, etc. When I started, I started going back to those pages to learn about topics like, I think they used to have one on headlines, and I kept going back to then to figure out how to create headlines. And all he was doing, I realize now, was linking to his past post.

Derek: Yes, so here’s what is funny about that. When you create these topics, you can go two routes. You can create the route of what you want to rank for, but what he did with that headline series, that was one of his classics, it was called Magnetic Headlines.

Andrew: Right.

Derek: And what ended up happening was this particular page got a ton of incoming links, and almost everyone in the blogosphere started saying, you have got to read magnetic headlines by Copyblogger as if it was a product that he created. And they referenced this stuff all the time, so on the one spot, you want to have keywords that you could rank for, but on the other you want to make sure it’s brandable. Like for instance, if you had a how to get funded series, potential start-up entrepreneurs might say you have got to watch this series by Mixergy of how to get funded. It gave me so many ideas that I can use to get my own my business funded. So you want to create something that people can easily remember and reference, and as you said, you would reference this all the time, I referenced it back in 2005.

Andrew: I did when my wife started blogging, I said go check that out too, and I gave her a link, and all it is past articles. So you are saying, that if he hadn’t of called it how to write magnetic headlines, and if he had of called it something like headline writing for bloggers; if he would have said what keywords are people in my audience looking for and branded it with that, he would of gotten more search engine traffic for it.

Derek: Maybe he would have gotten more search engine traffic, but I don’t think he would have gotten as much natural, organic traffic, where Magnetic Headlines sounds kind of cool.

Andrew: Yeah, it is catchy.

Derek: So, that’s one of the reasons why I think that did so well.

Andrew: And of course what I’m seeing is, he’s got the email box on the bottom. And here’s another thing that I notice, none of these guys have margins on the side. They kill the margins when they bring you to this page. They want to keep you just flowing down to the content, and then hopefully to the email box at the bottom.

Derek: Yes, so I actually take that a whole step further on Social Triggers where I kill everything, I don’t even have navigation on my pages. The only thing I have here is links to the articles you can read and an opt-in form. Some people are against that, but I think it works for me, because if someone is clicking to read about this they obviously want to read about it, they don’t want to read about anything else. They’re clicking on Billion Email List 101, anything else that I try to make them click on is a distraction, so that’s why I get rid of all distractions.

Andrew: Cool. You can see I get excited about this stuff because I’ve been in this a little bit and I see when their ideas that are clearly going to work. I get excited about implementing them. All right, what else do we need to know? Oh wait, actually I’m looking at my notes. I keep going back and forth between our video, your screen, and my notes. You’re saying that there’s a way for us to think about how to create these content rich resource pages?

Derek: There’s actually a formal for creating these pages, and I want to share that with you. First part of the formula is write a persuasive headline. By persuasive headline I mean, give people a promise. When they hit this page, promise them something. When you hit my page, it’s how to grow your email list and actually make money from it. That’s a promise that I’m giving people. If you need help writing headlines, you can refer to the Magnetic Headlines at Copy Blogger.

So, write a persuasive headline. The next part is write great introductory content. With me, I tend to keep it short as you can see because of the line links. I keep it very short sentences to get people to read the first four or five sentences, so they can keep reading. Write great introductory content. Try to take advantage of short line links in your introductory content.

Then, next step you want to link to your articles. Five to ten, I only have three here because I only have three really good articles that I want to highlight. I say five to ten because that’s enough options that people can really choose and find an article they like. That’s not a hard and fast rule. You can use as many articles there as you feel necessary. Do not use more than ten though. I think more than ten would be a distraction. There was a study done by Sheena Iyengar called The Draeger Jam Experiment where, have you heard of this study?

The Draeger Jam Experiment was, she had two different jam displays. One jam display would show 24 jams; another jam display had 6 jams. She found that the jam display with 24 jams attracted more people to stop by the jam display, but the jam display with 6 jams attracted less people, but did something like a 1000% more in sales. They found that the magic number really is like about six different options. If you give people 24 options, they might not take any because they’re overwhelmed. They get the analysis-paralysis. She found that six options performed better than 24, and you can actually see this.

This is a little off topic, but I know people are going to love this, but you can actually see this on zappos.com where this whole option thing, where you click on this, you click on some shoes and look at how it’s laid out. Like there’s only four, only a row of four different items and even though this is only four, because this is the overall shoe page, if you go to the individual pages themselves, take a look here at the — oh my god, they must of just changed this.

Andrew: What did they do? What did they have before?

Derek: They used to have five different, between four and five different options of shoes that were related to the products we’re currently looking at.

Andrew: I see.

Derek: But it looks like they must have just changed that.

Andrew: You know what, they may not have even changed it. What I’m finding often, as I’m doing these sessions is that there is so much B testing that sometimes the option just isn’t available to you at that moment.

Derek: Yeah. So take a look, you got one, two, three, four, five different shoes on the right and then four on the left. So, I tend to say, six worked for that jam display, I think between four and six will probably work on the Internet.

Andrew: So, for creating resource pages, stick with five to ten and no more than ten.

Derek: Yeah. Exactly.

Andrew: What else do we need to have on the forms?

Derek: The next thing you want to have, as we saw here, you need to have the opt-in form. Got to have the opt-in form. That’s the whole point of these pages to get some emails, because that’s how you keep your traffic. Now the last part of this resource page, is less about how to structure it, but more about how to get, how to actually get these pages ranking. I know that a lot of people have heard that if you want to grow a blog, you want to guest post or you want to get some links to pages and instead of linking to your home page all the time, which is what a lot of bloggers do, you can link to your resource page and that’s a little bit more persuasive because visit me at mixergy.com is not nearly as cool as come over and read my, listen to my how to get funded series.

That’s a more specific call to action, and a specific call to action always convert more clicks than vague calls to action. So, instead of linking to your home page you can link to your resource pages as they start building links those pages could potentially start ranking in search engines and bring in new traffic.

Andrew: The other thing I like about that is when I read a guest post, on say CopyBlog or say any website, and I click over to the person’s home page. Sometimes I end up on a home page with the latest post that’s just meaningless to me. It just doesn’t have anything to do with the topic that I was getting excited about reading. It doesn’t have anything to do with anything that a new person on the site would get excited about. It’s just whatever happened to be the latest post. Or, maybe it’s a sell page, whatever it is that they’re trying to sell me on, and I’m not ready to buy.

I just really liked your article, and I wanted to read more like it. I like this idea because it means I read about a topic on someone’s website, like maybe landing page conversions, I don’t end up on his home page where I can end up with any old article. I end up on a single page. Do I read more articles like the one that I just got excited about on the guest post, and then I get to give them the email address where I really excited about joining them before I get distracted by other junk. Well, look at this. There’s a phone call coming in, right on the screen, as we’re doing this session.

Derek: All right.

Andrew: You know what that is, VISA, for some reason. This is all like screen casting here, and VISA just popped up on my screen saying, ‘Did you really use your phone, your credit card in New York this weekend?’ I’ll have to call them up later, and say, ‘Yes, I did.’ OK. So, what’s the next thing that we need to do? We talked about examples. We got that. Next item is . . .

Derek: That’s all there is for the content-rich pages.

Andrew: OK.

Derek: And that’s really one of the best things you can implement. You can use the content you already have. You don’t have to go on a content-creation spree. If you’ve got some content together on a resource page, you’re set. So that’s one of your first quick hits. If you’re going to do anything from this master class, make sure you do that. It’s awesome.

Andrew: OK.

Derek: The next step is, and I’ve taken advantage of this for a very long time, but you always want to piggy-back on hot news items that are related to your niche. And what I mean by that is, let’s take a look at this interview. It’s not currently available, but when Jason Fried sold Sortfolio, you obviously wanted an interview to see the behind the scenes, because you knew that was going to be a hot topic, right?

Andrew: Yep.

Derek: And I can see you have 311 tweets on this, and this probably generated a decent amount of traffic for you.

Andrew: Yeah, it was wonderful. It was terrific because everyone heard that he was selling Sortfolio, and they all wanted to find out why he was selling Sortfolio. And they figured that I would get him to talk about whether it was a failure, or whether something else was going on, but either way, it was hot and it was in the news.

Derek: Exactly.

Andrew: Yeah, and it got me a lot of traffic.

Derek: And you know, you really tied it together with what you were doing. You never want to just write about hot news and not tie it together with what you do. And to show you another example, before we get . . .

Andrew: Actually, what do you mean by that? Because I’m not sure that I’m doing that. I do know to go and look for whatever is in the news and write a post about it, or do an interview about it, because that gets a lot of traffic while people are still hot for it. But what did I miss. Once I get him to do it, what should I be tying it to?

Derek: Yeah, so you already did tie. You’re interviewing an entrepreneur who sold their business is directly related to your audience. You would never hear, like you know, if Brittany Spears had naked pictures on the Internet you’re not going to interview her for her naked pictures because that doesn’t fit your niche. Never go after hot news that is going to generate useless traffic. You want to generate traffic that might make more sense to your audience, like interviewing a founder who sold one of their companies. That’s a perfect fit, whereas interviewing Brittany Spears about her latest escapades, that might not be a perfect fit.

Andrew: You know, by the way, what I found is that there’s often a tie that you may not pick up on right away. Like, I remember when Paris Hilton had her phone hacked and everyone was talking about it. That’s the kind of topic that I would think off the bat probably doesn’t fit with Mixergy because I interview entrepreneurs.

But it turns out, the website that her information was on was owned by a Mixergy fan. And I could have had him on to talk about how he builds a community where people get this kind of information, and how he feels about having illegal information on his site. Is it illegal in the first place? What his lawyers had to say about it. How he built up a community. There are so many questions right now that are popping in my head that would have done it at the time. I think it’s often easier to fit than we imagine, but it’s not always an easy fit. So, you’re saying, make sure it fits in with the topic overall.

Derek: Exactly. And just to show you another example, when Google Plus released their Plus One button, I decided, well we worked together too on how to add Google Plus One share button to WordPress and Thesis, and this got 70 shares, 199 plus the 77 Facebooks, and generated thousands of people to the site, a lot of opt-ins, a lot of Facebook ‘likes’, a lot of emails, and a lot of sales. Just by piggy-backing on something new and make sure we were able to get some information out about it.

Andrew: I love that. I love it because it’s not that hard, and I can see it’s not that hard for you to put it together. It’s your product. You guys create Thesis, the Theme, you know how to add buttons to it. You could do it in your sleep, I bet. And most people would just not recognize the possibility there. But I can see the thought process in there, and saying, hey, anything to do with Google Plus right now is really hot. This is probably something our audience could be excited about. Let’s put it together. Yeah, that’s cool, I love that.

Derek: One more example, when GoDaddy was off slaughtering elephants name [??] decided to do a save the elephants transfer campaign. Transfer your domains from GoDaddy to us for $4.99, which was a discount or something like that.

Andrew: Yes. Right when GoDaddy, had the founder of GoDaddy, I guess he shot an elephant, he was on some kind of safari trying to kill an elephant, everyone was talking about how it was nonsensical, you shouldn’t of done it or maybe some people were saying it and elephant you should do it, it was a big debate about it. That’s clever, competitors say, hey we’re going to use that news story to write a post and get some customers from it. Perfect, I love it.

Derek: Yeah.

Andrew: And look, look what you get for basically, an ad that didn’t take that much work. I see they got 297 comments?

Derek: Yeah. 20,000 retweets, I don’t know what the business was, I’m sure it did well.

Andrew: 23,000 retweets from it and like you said a lot of new customers I’m sure that came from it.

Derek: Just to show you another example, this is on one of my private sites. I won’t release the domain here, but this is, you know, the opportunities endless. When I went after a hot news item, look at my traffic, you know 228, 000 and 400,000 people, 180,000 and then it tailored back off to my usual 70,000 people a day or something like that.

Andrew: Just by jumping on a hot news topic?

Derek: Jumped on a hot news topic, got more than a million page users in a single day, and you know, I don’t remember the exact value of this traffic, but it was an ad based business so, the more traffic you get, the more money I made and I basically, quintupled my traffic over night just by going after a hot news item.

Andrew: I don’t think people recognize the significance of this enough. It is so powerful to do this, it’s so powerful. We’re taking a break from doing it at Mixergy, just ’cause I got to focus on getting these courses up and running, but anytime I want traffic for this site, anytime to this day, I want traffic for the site I know what I do, I go to textme.com. I see what the hot news story of the day, I find the person behind that story and I get them to come on and do an interview, and bam it gets me traffic. If I post it right away, which I can do pretty quickly now, and I’ve done that with just writing posts about what happens to be in the news and people talk about it.

Derek: Yeah. So we’re going to talk about how to find some hot news items, but I want to make one more thing clear. A lot of people will see this and think well, I don’t need loads of traffic that might necessarily convert and those people are right, to an extent. But here’s the deal when you get a massive influx of traffic to your site, when you’re getting 400,000 people there’s going to be a few thousand people in there who are going to love what you’re doing and stick around first off. Second off, when you get a massive influx of traffic, you’re going to get a lot of links to that particular article and even though those links might not be 100% targeted to your overall mix, more links never hurt search engine rankings, you know what I mean.

Andrew: Yeah.

Derek: So, there’s really even, you’re going to get unqualified traffic. This traffic might not convert the highest, but it’s just about getting some influx. It’s about getting your brand in front of more eyeballs and in those eyeballs you might have the editor of Wall Street Journal, you never know who’s in those eye balls. So, that’s why it’s so beneficial.

Let’s talk about how to find some hot news you already mentioned Text Me which is great for . . . I tend to use things like Google Trends, that’s where you can see the hot searches today with Warren Jeffs, Federal Reserve. You can go to More Hot Searches to see what else is being searched for the day of August 9th.

Andrew: I almost want to have somebody on staff look at these stories and write a post about whatever is in the news. Like, if it’s the Federal Reserve, if it’s changing interest rates, or the stock market went down we could do a whole post about, it doesn’t matter if the stock market goes down you got to focus on your own work and tie it in to what we’re doing at Mixergy and I bet that would start getting traffic. It would almost pay for themselves. I’d have to think about how I can do it more systematically, but even the little bit that I’ve done, I can see it works really well.

Derek: I mean, what do you think all these people, I don’t want to bash any of these content companies that are just creating loads of low quality content, but how do you think some of these sites were created that have an article about every specific topic on earth, even though it’s unrelated to the overall topic. They just go here and try to find out what’s getting traffic and they try to rank for it.

Andrew: You want to know something, it’s even high quality, well funded companies that are doing it. I had a guy on here who was just a friend of mine, started talking about what was going on in his company. He got yelled at by his boss because he revealed stuff like this. He talked about how they just find what’s going on that’s hot, they write the posts about them, and then they get traffic that ends up sticking around and converts to, in their case, it was for advertising.

Derek: Let me give you a quick tip actually before we go to the next section. With this searching thing, I’ve never really revealed this before, but this is something that I know everyone at Mixergy is going to love, when you start seeing things like this popping up, just do a Google search and see who ranks for those topics. Some of those people who rank might be blogs, and some of them might have flat-rate advertising rates. So what I would do is, if I knew a hot news item was going to generate tons of traffic, I’ll find, you know, the top ten rankings. All right, there are three blogs ranking here. Let me see if I can find an ad there. And in one particular case, I bought an ad for like $1,000, and they sent me over a million people to my site.

Andrew: I see.

Derek: $1,000; by buying an ad. They currently had their ad inventory was a little undervalued. They sold me a flat-rate ad for $1,000, and then I got one million hits to my site, because they didn’t change their ad rates, not realizing they were going to get a massive influx of traffic over the next, maybe, 30 days.

Andrew: I see. That makes a lot of sense. Right.

Derek: Now let’s talk about how we can find some more hot hots.

Andrew: Yes, tell us what you have. Google.com/trends.

Derek: And now, Alexa.com, what’s hot. I hate Alexa. I hate their fast tracking, it’s very inaccurate. But, the hot topics, you know, it might give some ideas you could write about. Here we have Diana Nyad. It’s usually different than what is shown on Google, as you can see. Like, here’s the hot topics, say Stop Market, Diana Nyad. On Google I don’t even think I saw any of those particular topics. So it’s all about finding new, different ways to see what’s hot. You could do Text Me, for example, which you mentioned. And there might be more industry-related hot topics type pages that you could also come up with ideas from.

Andrew: OK.

Derek: All right, now, that really concludes the piggyback on the hot news, and I just want to leave on one point. Even though you’re going to get a burst of traffic, and it might be low converting traffic, more eyeballs never hurts, and you never know who’s in that burst of traffic that could really potential make your business, or break your business.

Let’s go to the next step. You want to create content with a target audience in mind. This is Step Three, getting more traffic. And a lot of people tend to create content, press publish, sent out a Twitter update, maybe do a Facebook update, and that’s it. That’s the extent of their marketing whereas if you create content with a target audience in mind, you could then promote that content to that audience.

And to show you how this works, I just want to show a quick example. I wrote an article called The Content is King Myth Debunked. This was all about some research that I found that mentioned that design caused people to distrust websites within a few seconds of people visiting the site. So I took that particular article that said content is king myth debunked, said that content is king is horrible advice, it’s really design that is king. I then proceeded to reach out to designers and say, “Hey, I stumbled on some research that I think you’re going to like. Why don’t you check it out?” Let me show you the exact email that I sent out. I wrote this article, and I . . .

Andrew: And you wrote this article with designers in mind.

Derek: Yeah, I wrote it with designers in mind and writers in mind. I knew designers were going to love it. I knew writers and bloggers were going to hate it. That’s controversy.

Andrew: I see.

Derek: Controversy’s great. So, here’s the exact email I sent to someone. You know, it was like: ‘Hey name. I know you write about creative design, and while this may be slightly off topic, I know you’ll find it interesting, especially as a web designer and someone who writes about web design. Research has shown that people object to websites and instantly distrust websites because of their web design. I wrote about this research here–would love to know what you think.’ Let me break this down for a second. Approaching them with a cold email, I never knew this person before. I’m being very personable, I’m just saying, Hey, I know you write about this. Well, I have some research that you might be interested in. I didn’t even say the specific research, because I wanted them to click the link. I was trying to get their curiosity playing there, where I said there was research. But I didn’t say what it was, to get them to click the link. Then I ended with, ‘Would love to know what you think.’ I didn’t ask for a tweet–nothing. I asked for an opinion. People love to give their opinions. So I ended with the opinion. He fired back at me a message, ‘Hey, man, great research. I just tweeted it.’ You know? So, it works great. That’s the exact email I used, and I pitched that to designers.

Then, what ended up happening is, since he shared with his designer-based audience, I started getting a bunch of comments agreeing with me. I can’t find one right now, but great article because of the importance of design. And a lot of people were saying, design was great. I then didn’t stop there. I then emailed writers and people who I knew would disagree with this article, and here’s the article that I sent them, the exact email that I emailed: ‘Hey, name, Look some designers are slamming the importance of good writing and content, because of this research I found. Check it out. Would love to know what you think.’ Again, just the same thing, you know, getting them curiously interested, talking about research, which is specific, getting them to click the link, asking for an opinion. Did this, as you can see, 365 tweets, 76 comments, 26 likes, and I think 158 blog comments.

Andrew: You know, it’s so frustrating for me. I’ve been doing these interviews for years, I’ve been posting daily for years, and then you come around and within a few weeks, you end up getting hundreds of hits, not hundreds of hits, excuse me, hundreds of tweets on this post, and I’m sitting on the sideline going, what is Derek doing over at Social Triggers? What’s going on here? And one of the reasons I wanted to have you on here is just to figure out, what are you doing exactly? How are you getting all this stuff? In the back of your mind, it’s very easy watching from the sidelines to say, Derek might have bought this for social proof, or even might just be, I don’t know what he’s doing, but this can’t be right. When I see what you’re doing, now it makes perfect sense.

Derek: Yeah, it’s all basic stuff. People forget this and actually, just to show you one more example before we move onto how to find these people, this is another article that I did that was doing real well, it’s about how images and [??] conversion rates. But again, I always quote [??] love to learn about research. I break it down into actual steps as I mentioned earlier. But, this I emailed to my list, and this was an instant success. I didn’t really have to do much promotion. But what I did do, is I didn’t rest on my laurels. And even though I was getting a ton of traffic, a ton of tweets, here you go. I sent another email out to people I never heard of. Hey, I wrote this article that received more than 300 retweets and 200 Facebook likes. It’s all about how to improve or destroy conversion rates. I think your audience will love it, will love to know what you think.

Here’s the link. So even though I had a bunch of traffic going to it, once you get traffic going to a site and you have an article going viral, you know what? That’s the selling point. Hey, this has 300 Tweets, 200 Facebook likes, the guy must be thinking, this is really important. It’s all about this and this. That sounds interesting. Let me click it. You know? So, once you get the traffic, you don’t want to rest on your laurels. You want to keep on promoting it. Now the one thing is, a lot of people hear this and all of a sudden they’ll go overboard and promote everything. You can’t do this all the time. You can’t just keep sending people a million emails every 2 minutes. You want to do it, on Social Triggers, I write 1 or 2 articles a month, and I reach out to different people all the time to promote stuff. I never overstay my welcome. I try to build up relationships by sharing good articles.

Andrew: This is fantastic. 446 Tweets. There are people who’ve been in business, who’ve published a website for years, and don’t get that many hits on a single post, let alone that many retweets. Let me say this, too. I know at this point many people are picking up, many people who are watching us are saying, boy, this is something I can use. I’m going to implement it right away. But there are a handful of [??] who are going to email me afterwards, and I don’t mean to put you guys down, but come on, you’ve got to pay attention to the big point here.

But here’s what they’re going to say. He’s talking about his own website too much. I didn’t come here to hear him talk about his own website. Guys, this is by design. I don’t want a person to come in here and talk about what other sites are doing that he has no idea about. I want people who are doing incredible things to come on here and say, guys, I’m going to show you how I do this. I know not the whole world is going to know how I do it, so I’m fine talking personally and talking openly, this is how I did it. You don’t have to wonder from the sidelines anymore. You can go and do this too if you have the patience to do it. A lot of the stuff takes patience and time.

Derek: The one thing I also want to tell you about is I’m talking about Social Triggers very fairly here, but I’ve had websites in every niche you can imagine. I had websites about celebrity gossip, I had websites about women’s fashion, I had websites about makeup, I actually wrote makeup reviews for women’s makeup. I don’t even wear makeup but I was writing makeup. And I did these makeup reviews. I wrote software based websites, marketing based websites, and I have not found a niche where these strategies haven’t worked. This is what I’ve used all the time and I showed you before, and I had one site that was getting over a million pages in a day by using these exact same strategies that we’re talking about. So even though I’m talking about my own sites here, I’ve used this exact strategy on loads of niches and it’s always worked for me.

Andrew: And we agreed before the interview that there are certain sites that you work on and have worked on that you didn’t want to talk about. You didn’t want to show them that’s cool. We just want to talk about what you’re comfortably talk about openly.

Derek: Exactly. Now let’s talk about how to implement this strategy. If you’re going to come up with an idea for some content, you’re going to note who your target audience is. How do you find who to promote this to? There’s this great thing by [??] called Alltop. They have a blog directly, basically for every type of blog topic you can imagine. Just go click one, like let’s say I’m writing about marketing, I could go to the marketing topic, which I can’t seemingly find because I don’t know my alphabet. Oh, there we go. Go to the marketing topic, and I can see other marketing blogs that I could potentially email about articles that I’m writing. There’s over 100 blogs here. You can do this same thing for whatever topic you’re in, if you’re in fashion for example, I’m sure you could go here and see other fashion blogs. It’s like every topic you could imagine, and they’re here, it’s here. There’s other…

Andrew: I see. If I write a post that’s controversial or exciting for designers, I come in here, I do a search for design blogs, I’d see all the top design blogs and I do what you did. You just cold called them? You didn’t have all these guys who were friends of yours who were waiting for your post?

Derek: No, no. I just, like I said, it was: Hi, ‘name’. It was a template. I left out that. I shouldn’t have done that. Usually, it will be like: Hi, ‘name’. I know you write about this and then, maybe I’ll reference one of their latest articles or something like that.

Andrew: Yes.

Derek: For example, if I wanted you to link my article about my images and proofing conversion, I might reference that. I know you interviewed Sean Ellis, did a Sean Ellis conversion review.

Andrew: Yes.

Derek: So I know you like the conversion stuff. I think your Mixergy audience might like this if you share it on Twitter. That’s what I would have said to you if I got this.

Andrew: That would have worked, just like that. There are so many people who don’t understand, when you’re sitting there working to put stuff out there every day, if someone comes out and tells you what to do, you feel like, “Get off my back!”

Derek: Yes.

Andrew: If they say, “Hey, thought you might like this.” I understand that sometimes they want a tweet. I understand they sometimes want an article written it or talk about it, whatever it is. I understand they have some motive beyond just reaching me out of the blue to say, “Hey, check this out.”

Derek: Exactly.

Andrew: I still feel … I want to help, I just don’t want to feel threatened or bothered or told what to do.

Derek: Then, you connect it directly to what you’re doing. It makes it easier on you. At the end of the day, you can’t make garbage content and expect people to promote that.

Andrew: Yes.

Derek: You’ve got to really bust your ass creating that content and then once you do it, it will be a little bit easier to convince people to Tweet it.

Andrew: You and I were talking earlier about how most people, they just spend 100% of their time creating content. When they’re in the content business or when they’re creating content for their e-commerce sites, they think content is 100% typing at a keyboard, maybe a little bit of research. How do you approach it?

Derek: I tend to spend 50% of my time on content and 50% of my time on promoting my content. As I said, I only write one or two blog posts a month, maybe three on Social Triggers. My traffic is going crazy because I’m writing very sporadically but when I write, I make sure the content is top notch. That’s why I’m saying 50% on content creation, 50% on content promotion and I would even go as far as saying 20% on content creation and 80% on content promotion.

Especially, when you’re just starting a blog. It’s easy to create content, it’s hard to get readers. The only way to get readers is by promoting the content that you already have. If you create those resource pages, it’s really easy to promote that stuff to people. Again, if I had a resource page about conversion rate optimization and how to improve conversions and I came to you and said, “Look, I know the Mixergy people like conversions, maybe the Mixergy Twitter audience would like it too. Check out this resource, I think you’ll actually like it also.”

That’s a very cool pitch. It shows that I’ve been reading your site, it shows that I’m thinking about your audience. In return, I’m getting some traffic.

Andrew: All right. What’s another tactic for getting traffic?

Derek: Next tactic. And I have to say, I love this tactic. It’s all about webinars. Now, webinars are hot stuff, right now. Let me tell you why. Webinars are basically tailor made for turning traffic into leads, right? They are also very good at generating new traffic. I actually learned all of this from Louis House [sp], he’s a good friend of mine. He showed me all this stuff, so I’m going to kind of rephrase him a little bit and I’ve been doing it myself.

Webinars are live trainings, where people have the chance to have Q&A and all these different interactions. Webinars are also by default, if you’re using something like ‘Go ToWebinar’, which is what I prefer to use, has seat limits on their webinars. If you have the low package; 100 seats, medium package; 500 seats, maximum package; 1,000 seats. These seat limits are really beneficial because you can really play up scarcity without being an ass. It’s not like you’re creating these limits, it’s the software’s fault, no mine. When they see these limits, people like to share webinars on Twitter. People like to share all this stuff because they want to be the guy who gives people good stuff. They want to share a webinar with people they want to watch a webinar with and it generates new traffic that automatically turns into names and email.

Again, this guy isn’t asking for a name and email just because he wants my name and email, he’s asking for a name and email because that’s how webinar software works. It’s not his fault, it’s the webinar’s software’s fault. That is why that converts so high right now.

Andrew: Let’s take a moment here and just talk again. I said why I get excited about getting people to actually sign-up, give me their email address, that they end up forming a tighter bond with me. That they help me out, that they tell me more about what they need so I can create better content, better products for them. But what else is it about email? Tell me about emails and sales for the person who’s sitting back, saying, “I care more about sales than I care about just emails or hits.”

Derek: Look at it like this. If you meet a girl for the first date, do you buy her one drink and then ask to sleep with her? No. You’ve got to buy her a drink, go to dinner. You can’t just ask for the sale right off the bat. You want to court the people a little bit. You want to get the email, send them some good content, build up the good will, then ask for the sale.

That’s why I focus on emails. Like I said, I started doing this in March. I’ve already built up a decent sized list; not massive, but about 10,000 people.

For example, I ran this webinar to my list, and not only did the webinar get my existing subscribers to sign up, it also got about 200 extra people into my funnel, because people were sharing this.

I’m going to show you how to make people share your webinar page in a second. But I actually got more people into my sign-up funnel, because people shared the webinar page. And then, at the end of this webinar, I did something like, I don’t know the exact number, but it was like $8,000 in sales, after a 60 minute webinar where we pitched a $97 product.

All I did was email my list. “Hey guys, I’ve got this cool webinar.” Sent them to a cool webinar, gave them 60 minutes of awesome content, did a small sales pitch at the webinar for a $97 information product, did something like $8000 in sales. From a brand new site, that just started; that was just one webinar that I did.

Andrew: All right. I want to see how that works. I walked into this session knowing that you were building a list as a result of webinars; I didn’t realize you were getting sales from it. Take me through the process; help me understand what’s going on here.

Derek: As I said, you don’t want to just ask for a sale right off the bat. When you create a webinar, and then give some good content for an hour, you have a captive audience. You’ve got people on the webinar listening to your voice, bonding with you, enjoying your content, learning from you, taking some notes.

At the end of the webinar, when you ask for a pitch, some people will get annoyed. But most people at the end are like, “Man, this guy just spent an hour and 20 minutes giving me such awesome content. I can only imagine what the paid content is like.” It’s a goodwill thing. You build up goodwill for an hour, then you ask for a pitch.

I’m not selling anything on this particular class, with you, but if I were to have a sales pitch at the end of this webinar, I bet your Mixergy people would buy it.

Andrew: I would buy it. You know what? You can see when somebody brings it to a session, and you can see when somebody just sits back and hopes that the greatness will come to him somehow, magically, just by showing up. You’re bringing it here. This is awesome. I love this.

Derek: Let me talk about the setup for the webinar now. There’s a three step process for the webinar setup; I’m going to run through two different ways to do it.

First, obviously, you need a GoToWebinar account. I don’t recommend anything else. I prefer GoToWebinar, it’s a very reliable service, 2/47 customer support. I’m not paid to say that.

Andrew: I paid for the higher priced option because I said, “You know what? I’m going to spend money to get the good stuff.” I can’t stand them; they burn me, it costs so much money, and they weren’t nearly as good as GoToWebinar.

We’re recording this using to GoToWebinar. Again, I’m not being paid for this either. Every time you move your screen, I’m seeing it here on my side, and I’m recording your screen remotely, because GoToWebinar is just so responsive, so quick.

Derek: Exactly. GoToWebinar is great.

Second, you want to create an opt-in page. Now, a lot of people send people directly to the GoToWebinar signup page. I don’t recommend doing that, because the name and the email goes into GoToWebinar, and unless you’re using something that allows you to import email addresses, you won’t be able to get those emails into your autoresponder. I happen to use AWeber because they’re known for really good deliverability. It requires double opt-in.

What you can do is, you create a webinar sign-up page like this, name, email, get the name and email, send them a confirmation link to AWeber, they confirm their email, then you follow up with the GoToWebinar link. That way you get the email in your list first.

All you’ve got to do is say, right at the bottom, “Private notice: we hate spam as much as you do. We’ll use your contact information to communicate with you about this webinar, other webinars, and other cool stuff you should check out.” It’s all above board. You’re not making it too crazy, or whatever.

The other option is to have one page that does everything, like in this page. If you put your name here and your email here–this is an old webinar, so I would do that–but it would actually go to my AWeber account, and when you press “Confirm,” you’d auto sign up to the webinar. I created some software called Webinar Bridge that, basically, made it so it’s a one-step process, instead of a two-step process.

Andrew: I see. When we click, it automatically registers them for the webinar.

Derek: Exactly. You don’t need to do that. I created it because less steps convert higher, but you don’t need to do that. I’m not trying to sell my product.

Andrew: Can I take a look at that? Can you open it up in a new tab just so that we can see what the product is?

Derek: Yeah.

Andrew: Otherwise, what we would have to do is we would have to send people to a page on go to webinar where they register directly there.

Derek: Exactly. [?] If you use GoToWebinar, either AWeber or a [?] problem, I’ll explain. You risk losing out on emails. I talk about the [?] registration page is boring and the other problem is do you really want to mess around with a multiple step process? And multiple steps convert less.
I actually talked to go to webinar and they love this idea, so this is all above board. I’m not doing anything that was pissing anyone off, and it was just a great idea and it worked. I’ve been using this really well and I did this my first month in March. We’re going to talk about how to use joint venture webinars in the last part of this, so when we get there, listen to how joint venture webinars are great for building email lists and generate traffic.

But first let’s get back to the regular webinar. So you sign up for the webinar, you get the name and email, they confirm their email, they get automatically signed up for the webinar. Then you send a welcome email. For people who don’t know what a welcome email is, the welcome email is just the first email people get after going on your email list.

Let me show you the exact email I use: Hey first name, Two more things. Thanks for signing up for this awesome webinar. That shows you the power of linked in. We have a lot of great content prepared for you, so you’ll be glad that you’ve signed up. But first I have two things to tell you.
Thing one: There are limited seats on this Webinar. That’s how webinar software works unfortunately. If you have any friends that might enjoy this live train [?], be sure they don’t mess out. So let them know all about it by sending them to the webinar sign up page or share it on Twitter by clicking here.

Then I go into some more stuff about the webinar. Now, this is not a link right here, but clicking here I create a custom link that goes to their email that pre-populates their stuff. Like, “I just signed up for the webinar with @derrickhalpern and @louishowes” and then I’ll have a link to the webinar sign up page. You can generate a link. Now you’ve got a custom link that people can click on where if they click on that link, bam.

Andrew: Auto-tweets it.

Derek: Not auto-tweets it. They get taken right to a page –

Andrew: Auto-populates it.

Derek: Press tweet. And I build that right into the welcome email. That gets them viral action on the webinar.

Andrew: Can I see the email that does that? I’m sorry, you were saying that gets them viral action on the webinar and what else?

Derek: It gets them new people into your funnel. So here’s the email that does that.

Andrew: So say, If you have any friends that might enjoy this live training, be sure they don’t miss out. So let them know all about it by sending them the webinar sign up page or sharing it on Twitter by clicking. I love that.

Derek: Yeah, so, I say, “Don’t miss out,” because conversion people know and copywriters know that losses loom larger than gains. People are risk averse. They don’t like to lose out on stuff. They don’t like when their friends lose out on stuff. So I’m really hitting down “lose out on” because I know that converts better.

Andrew: What about, one of the things that stood out for me when I got your emails directly in my inbox is you say, “Thing one and thing two.” Tell me about the way that you write? It’s something about the casualness of it that makes me feel connected.

Derek: Yeah, so I try to write exactly how I talk, and you’ll never see me using words like “pedantic” or “didactic” or things I can’t even pronounce. I tend to write for a third or fourth grade reading level all the time, and the reason why I do that is because people connect with that a little bit more. Most people don’t use obnoxious words in speech so don’t use obnoxious words in writing.
And I really get a double dose of this, because as you know, I write about psychology research. Where do I get that research? I read academic journals all day. Do you know how boring academic journals are because of the words they use?

Andrew: I see, so you want to lighten it up and be more personal in the emails that you send out.

Derek: Exactly, and I always talk like I’m talking to my best friend. It’s really great. You’ve seen it. I don’t have the copy for this here, but when you sign up to my email, if you go to socialtriggers.com, sign up to my email newsletter, you’ll notice my first welcome email is like, “Hey! Thanks for signing up! Now you’re going to learn how to turn traffic into leads and sales. If you’re not getting traffic, you’re going to learn how to get that too. But before we start with all that, I’ve got two things to tell you. Thing one: Why don’t you reply to this email and tell me what you’re struggling with right now? And even if it’s just something small, don’t hesitate. Send me an email, I will respond.” That’s my call to action in my welcome email. I get 30% of the people sending me emails saying, “Oh man, this is the best welcome email I’ve ever seen!”

Andrew: It really is. I keep it up. I have it copy and pasted into Evernote and I just keep it there for inspiration, because the way that you write, I want to be grounded by that. The way that you wrote your intro email to your email newsletter, I was going to ask you if we can copy and paste that and put it in with the course. Let people sign up for it. You have to sign up for it, I’m telling you that. First welcome email with thing one and thing two is going to inspire you to write in a much more conversational way. Let him grab you and then you’re going to want to grab other people’s attention that way too. I’m not selling it, I’m not promoting it, I don’t get anything extra for it, they guys got thousands of people, he doesn’t need your extra one, you need that extra email though, I’m telling you it’s that good. I keep it in my Evernote.

Derek: Now let’s read the last part of our webinars, you know want to create the webinar sign-up page, create the opt-in page, you can either do the two-step process or the one-step process that we talked about, then with the two-step process and you send the welcome email where you give them the click-to -tweet link and ask them to share it by really showing off that they don’t want their friends to miss out. No one wants their friends to miss out. Then click it here, you get some viral action on your webinar, that’s a way to get your current leads to promote your site to newbies. Let’s go to the last section, and this is really the best section. I saved the best for last and let me tell you why this is so awesome. This section won’t generate a ton of traffic for you, but the traffic it does generate will be buyers, and I want to walk through how this works right now. I want to show you two different examples of how you can create content that creates buyers and customers. As an example I’m going to pull up Lifehacker. They’ve got an article called ‘The Cleverest Ways to Use Dropbox That You’re Not Using.’ Just show how to store your files, or you shared folders and make dropbox your actual ‘my documents’ folder. Just different ways to use the dropbox product. Now, if you’re doing a software product or software service product you want to think about the types of problems that your software solves. Your main thing might be sinking files through all your computers which is what dropbox is trying to do. But there might be some other benefits of your product that might not be front and center, but might be a great idea for a guest post on another blog like Lifehacker for example where you can show people clever ways to use your product maybe not as how you intended to use your product.

Andrew: Gotcha.

Derek: I don’t think dropbox wrote this article for Lifehacker. I think Dropbox is a very popular product so I don’t think they were doing this but you could replicate this strategy by showing people how to use what ever it is that your making. I don’t think drop box actually wrote this article for Life Hacker. I think that Drop Box probably has millions of people using their product and their just doing this by default. It would be clever for a start company to think of ways that your product might solve problems that you did not intend for it to solve. When you figure out how to solve those problems you could go to Alltop and figure out, for example, I got time tracking software that shows me how to manage my time. Ancillary, that could also be a great way to manage my employees’ time or something like that. You could then go to employee management blogs, go to Alltop, see if you could find some similar blogs then try to submit some guest posts showing some unique ways to use this tool to accomplish a specific goal that that blog might want to do, you know what I mean?

Andrew: I see. Yes. So maybe you’ve got time tracking software that’s meant just for time tracking at work but you realize this could also be used to track runs or other exercise, and then you go to fitness blogs and you talk to them about how it can be used.

Derek: Exactly. So that’s one example. Think of clever ways to use your product and write content showing people how to use it. A lot of times you might think people know how to use your product but the more tutorials you give showing people how to use your product the better. We do that at DYI Themes where we’re always showing unique ways to use products and people are always surprised by the unique ways you can use the product.

Andrew: I see. What are some ways beyond using it for a standard blog? What do you mean? What other ways can DYI Theme be used?

Derek: Actually the DYI Theme is the thesis theme that they’re selling.

Andrew: Yeah, yeah.

Derek: So for example, we have hooks which people are mainly using for let’s say web design, to put things in different areas of the site. But you could also use hooks to hook in unique content on category pages, or you could use that hook for something other than design, but maybe to get content in unique areas, that way you can bolster a page app for search engine writings, for example.

Andrew: I see, OK.

Derek: It’s all about showing people how to use the product because if you don’t do that, chances area they won’t figure it out.

Andrew: Gotcha.

Derek: That’s the first way of generating content that makes customers. The second way is more of a class on, not necessarily copy writing, but it’s all about writing content that will get traffic and actually convert buyers. I want to show you an example that we sent to the DYI Themes email list. I think everyone is going to love this. You’re not seeing the headline here, but the headline of this.email was, “Is your website killing your search engine ranking?” If that got into your email box, that’s like, “Wait, I don’t know. Is it killing my search engine rankings?” Start off real quick, you know?

First name, the other day, someone emailed me and said, “I’m struggling with SEO right now. What can I do?” I was feeling generous, so I clicked over to his website and promptly fell out of my chair. He was doing a lot of things right. He had good content, great keyword targeting, and a decent amount of links, and an active blog. But he still wasn’t ranking as high in search engine as he deserved. So as you can see, I’m keeping the conversational approach here with my writing.
I then clicked “view source” on his homepage and that was disaster too. His sidebars loaded before the content in SEO sin [?]. There were several H1 tags on a single page. Google recommends one per page. The category page heading structure was not optimized. Category titles should be in H1. And I go on to talk about some code stuff.

I close this up with this guy had a beautiful house, but the foundation was falling apart, and what’s funny is that’s often the case for a lot of people who run websites. So what did this email do?
I started off by saying, look, so-and-so asked me advice about SEO. First things first, if someone’s asking you for advice, you must know what you’re talking about. Kill the credibility instantly. Then I go into how this person was doing a lot of things right but they weren’t getting the right rankings they deserve. Now everyone’s thinking, “Oh man, I do a lot of things right. I don’t get the rankings.” So now I’m connecting with the customer.

I then go into a little bit further then to start teaching about what was wrong. Like if you look at the sidebars load before the content in SEO sin. People don’t know what that means, but that’s actually an SEO sin. Now people are starting to think, “Huh, does my sidebar load first?”
There are several H1 tags, which is a little bit more specific, and Google only recommends one per page. So now they’re going to go load up their site and see if there’s one per page. The category page’s heading structure was wrong.

Andrew: I got to tell you, when you said the H1 tag issue, I just was thinking, “Wait a minute. We just created a page design that has two H1 tags. What was I thinking?” We have to now understand to either use one or the other in this design. We can’t do it in both places.

Derek: Exactly. So we’ll go through and break down some stuff and if you notice, I say what the problem is and a lot of people will view their source, but they don’t know how to fix it. They don’t know how to fix it. So then I get into the pitch. I can’t blame them, though, for not knowing how to fix it, because who has the time to run a website and learn all the nuances of a HTML, CSS, and PHP? And that’s everybody, they’re like, “I just want to run a website, I don’t want to mess with code.”

Well, I do and Chris Pearson does because that’s our business, but not everyone does, and that’s why theme frameworks are perfect for serious website owners. Now everyone starts thinking, “Am I a serious website owner?” So now I’m creating content, I’m educating people about SEO errors, and then tying that in directly to a pitch, where I start pitching hard.

You can spend time working on what you love, creating content, interacting with fans, and forming valuable relationships and the framework can do all the heavy lifting; rock solid codes, semantic markup, and on page SEO. Now people are sitting there thinking, “Oh man, I need this.”

Then I go into the sales pitch where I tell you to buy [?], it’s a 30 day money back guarantee and whatever. But to break this down for the Mixergy audience, you might have a software product or a software as a service product or a hosting produce or you’re selling a service. Whatever it is you’re selling. You can actually teach people about what you’re selling and the types of things you bring to the table and not show them exactly how to fix the problems that you’re raising.
So don’t show them seven tips for increasing conversion rates, show them seven conversion killers that are found on most websites, and then they’re going to see if they have it. Then if they don’t know how to fix it, they want to hire you for conversion rate optimization, because they don’t know how to fix the problems that you just brought to their attention.

Andrew: I see, I see. I love that. Show them a problem and let them know that you can solve it for them. I’ve got to tell you, too, because if you were to tell me you don’t need more than one H1 tag, the sidebar shouldn’t load before the content and all that, and then you were to say, “I’m going to show you how to fix it,” I go, “I don’t want to know how to fix it. Show me where I can hire someone to fix it. I don’t want to do it myself.” So it’s even more useful to just say, “These are the problems. We can fix it for you.”

Derek: Exactly, and it works great. This email worked really well. I don’t have the exact numbers, but it did a lot of sales. So I was happy with it.

Andrew: We’re going to include all of this. In fact, people who are watching this are going to get all this text. So if it’s too small on your screen to see, don’t worry about, you’re going to have it, and you can download it on your computer and you can read it yourself.

Derek: Cool. Now let me break this down into a formula of how this works. The formula for this type of content is, you want to start off with a story. I started off with this story. Someone asked me a question, that’s my story. I then work into mentioning a problem, is step two. Step three is the products that provide a solution to the problem that I just mentioned. Start with the story, build-up a connection, try to get people to say, “Hey, maybe he’s talking about me.” Show them the problems, then say the product that is the solution.

Andrew: I see.

Derek: That’s the type of content that not only gets traffic but also converts people into sales.

Andrew: I see. Can you repeat that one more time? I should have had it here in my notes but maybe if you say it, David, we can include it in the notes and guys if you don’t get it let me know and we’ll make sure to get it to you. What’s the format for this?

Derek: You want to start off with a story.

Andrew: Mm-hmm.

Derek: So you can build connection with your readers or with potential customers. Mention problems, don’t solve the problems just mention the problems. Then the third part is to show them the product or the service that solves the problems you just mentioned. There are other things, like putting a risk reversal in there or putting a 30-day money back guarantee or just other things to make people convert [snaps fingers] like that. The overall format is to start off with a story, mention a problem, show the product or service that solves that problem

Andrew: I’m looking here at the email that just showed up on your screen a moment ago, where I can see it. You’re doing it exactly like that for them. You’re saying, “Hey, the other day somebody emailed me and said, “I’m struggling with SEO right now. What can I do?’ I was feeling generous and you tell them the story, then you breakdown the problems, sidebar loaded before the content and SEO [??] in there. There are several H1 tags on a single page and then, of course, you talk about how a thesis theme solves these problems.

Out of curiosity, we’ll get to email next but do you drip campaign this so it’s set to got to people at a certain time and everyone gets to see it a certain place in your campaign or do you just send this our as a newsletter.

Derek: This was sent out as a newsletter. We are working on drip campaigns, where we are going to have people opt-in, they’ll get some content. Then, on maybe the eighth or ninth day, they’ll get a sales pitch.

Andrew: I see.

Derek: You want to build your credibility first. There’s all different ways to make offers through emails. I could probably teach a class for four days about that but we’ll have to save that for another day. But yes, we will be using this as an auto-responder type email eventually.

Andrew: All right. Finally, we were talking about email lists. Tell me about that.

Derek: Yes. This is the last section. We talked about how to position your site so people will know what you’re all about and why they want to visit you. We talked about how to actually get some traffic to your site. Now, we’re going to talk about what you want to do with the traffic. That traffic needs to turn into emails.

As we have been saying throughout this whole thing here, emails are the most communication medium. It’s the only communication medium that’s been around since the beginning of the internet almost. If I would have bet on anything, Facebook is great, Google+ is great, Twitter’s great but everyone looks at their email inbox. They’re saying that younger kids don’t check emails and maybe that’s true but once they start working all the time they’re going to start checking their emails because that’s how business is done in this world.

Andrew: Frankly, Facebook uses email all the time. My inbox is flooded with Facebook messages. Every time a friend tags me, every time a friend sends me a message or writes about me on their wall or, I don’t know what, I end up with email.

Derek: Exactly. Email really is the most important mechanism right now. The one thing I want to leave you with for the importance of email is this: When you rely on people to visit your site and to remember to keep visiting your site, they’re communicating with you on their terms. When they visit your site, give you their email, you could then communicate with them on your terms. Mind you, you can’t take advantage of that communication power but you have the power to communicate with them when you want to communicate with them.

If you piss them off, they’ll unsubscribe but the general things is you are getting the power to communicate with your fans whenever you want to communicate with them.

Andrew: I see.

Derek: That’s the power of email. Let’s talk about how to actually get this email list that I’ve been talking up about this whole thing. You’ve been talking about it too. The first steps, just add email sign-up forms on your site. Most people do not have enough email sign-up forms and they always think, “Oh, it’s going to look yucky” or something along those lines. That might be the case but if you integrate it in like how I’m going to show you right now, it’s not going to feel overwhelming. It’s going to look pretty OK, and people aren’t going to be pissed off by it. I’ve never gotten one complaint about my email sign-up pages.

There are three different places to add email forms. First thing is the feature box, right at the top of the page. The reason why you want to do that, is even though you’re homepage is great, most people are not going to visit your homepage first. Your most popular pages on your site will be your content pages. Your content pages will be your most popular page on your site. When they read your content page, they usually click over to your Home page next to see what you’re all about. So, you can be more aggressive on your Home page with such a big opt-in box, because you’re not really converting cold traffic, they’re someone who has already clicked over to another page of your site and they’re actually a little bit warmer than cold traffic. They already read an article of yours, they go to your Home page, ask for the opt-in, you want to get them while they’re hot.

Andrew: On your home, if I were to click the ‘He Beat Me and I let Him Do It Again,’ would I still see that top box, the feature box or is that just for the Home page?

Derek: No. This is only on the Home page.

Andrew: OK. They come to the Home page, you get their email address or you ask for it.

Derek: The reason I don’t have it on the single post page is because that would be obnoxious. If people came here trying to read an article they don’t want a big feature box distracting their view, know what I mean?

Andrew: I see.

Derek: They came here for the article. I wait till they go Home to get it. That’s the first place to put it is right there on the Home page. Second place to put it is at the top of your sidebar. I see so many people putting email signup forms at the bottom of their sidebar. They put their search bar at the top and all this other nonsense. Put the email signup form in the top, right portion of your sidebar, no matter what.

Andrew: I see.

Derek: If you’re not putting it there, you’re losing emails. So, that’s the other place to put an email signup form. The last place I think you should put an email signup form is at the bottom of your articles. Let me explain this, people say, ‘Well, Derrick, that particular signup form does not convert that high,’ and you’re right. The reason it doesn’t convert that high is because most people don’t read your article to the end. But if they do read your article to the end, and they see, if they did read your article in its entirety obviously, they like what you’re offering. People don’t just read bad content.

They read your article. They finish it. They love what you’re all about. They’re looking for what they can do next. Most people show related posts. I don’t show related posts because I don’t want them to read another article. I want them to give me their email address. I’m asking for that email address when they’re hot for me. They already read an article. They like my content. Now I’m going to ask them, when they’re at their peak of their desire, peak of their likelihood to probably ask me, or give an email to me.

Andrew: I see. I see. I’ve seen that used so powerfully and we still don’t have it up on our site. I’ve got to get it up on the site.

Derek: Exactly. So, those are the three places. The feature box, top of the sidebar, and at the bottom of the post. Those are three places, there are some other places that you can do it on, but these are the three key places that all blogs should have it probably, no matter what.

Andrew: We talked about content rich resource pages you need to have that at the bottom also, and showed us how you did it.

Derek: Exactly. Now, I mentioned the content rich resource pages earlier, but I want to develop that a little bit more because I showed you one type of content rich resource page. There’s actually a few different types of content rich resource pages. I want to go through them right now. The first type we showed you is just introductory type content, and then some links to articles, and an opt-in form. Another example of content rich resource page is a page that has an introductory content, some links to articles, and then a sales pitch for a product, and then an opt-in form.

Here’s a basic good two tutorials here, then a pitch for their promise product, which is landing page software, and then here. So, this is now content rich resource page that might rank well in search engines, but it’s also a sales pitch also.

Andrew: I see. So they have the links, then they have an offer for a product that solves the problems that those links are referring to, and then the email address request at the bottom of it.

Derek: Exactly. So, that’s another type of content rich resource page. The last type is a squeeze pic page. We do this all the time. You never want to overdo any of this, but what you want to do is have different content rich resource pages sprinkled throughout your site. You want to have some sales content, some regular content, and some squeeze pages. Here’s an example of a squeeze page where some content, some bullet, and just an email to download the eBook.

Andrew: I see, yes.

Derek: OK. So, those are the three types of content rich resource pages that I recommend. You want to have a few of each of them.

Andrew: Let’s take a look at the links on this page, by the way it looks like the DIY themes com site also has a template page that has very little information, no distraction. You either go back to, you either read the article, give your email address, share it, you go Home, hit pricing, showcase of basically who are using the theme, but all those navigation elements are gone from this page. I’ve created pages like this on our site, it’s just so helpful. It gives people focus.

Derek: It’s true and I this is what the Hello Bar is for. I’ve sent people directly to this page that way if anyone visits the site they get hit the Hello Bar, download your free 33 page book about online conversions, click here, they click here and you can see 264 tweets, 79 share and people just give their email here all the time.

Andrew: So that Hello Bar is right at the very top of this page, it’s that line that people can click on. And you just go to Hellobar.com to get that.

Derek: Exactly, I mean that’s free. The guys there are great Chuck Logan and, I’m not sure if I have his name right. They are really working hard to do that. And we show that on every page here.

Download your free 33 page eBook, you go to the single post page, here you are download your free 33 page eBook etc.

So that’s three types of content rich resource pages.

Andrew: You’re saying that the best way to get emails is to join venture earlier. What is to join venture, what do you mean by that?

Derek: All right, so here is real interesting stuff. When you have a blog that you’ve just started, you need some traffic, right? You got to get the ball rolling.

And we talk about content format, and how you want to position your content format.

One of the content formats is webinars.

Right now webinars are hot.

Most people aren’t doing them because the cost of going to a webinar account is pretty expensive, pretty, pretty expensive.

Andrew: It’s a hundred buck. I think people are just scared of spending any money online, and that’s wrong.

Derek: Yeah, so it’s a hundred bucks, it can be up to five hundred bucks.

Andrew: It’s worth it.

Derek: Totally worth it.

But there are some people who aren’t doing this.

So what you want to do is, you want to go to all top five latest blogs in your niche, see who’s not running webinars, reach out to them, cold email. ‘Hey, what’s up, look I got a webinar account, I want to go through and teach XYZ on this webinar, and at the end of this webinar we can pitch your product, which doesn’t compete with my, I’ll pitch the product you can keep the sales. I keep the email addresses’ or something like that.

And that’s not how you structure every joint venture webinar deal, that’s just an example. But I did the join venture webinar earlier this year with my friend Clay Collins. We had a webinar sign up page. During this webinar you’re going to learn XYZ. He promoted it, I promoted it, we sole the product at the end. Got some sales. I got some emails. I got some sales too.

So you want to work out join ventures and that’s the way to get your name or audience or your face or your blog in front of new people that you might not necessarily know.

Andrew: I love this. I see it.

So it makes me actually, I’m kicking myself for not having promoted this, this way. This session.

When you and I are using go to webinar, in order to see each other. Actually to see each other we use Skype. But to talk and see each other, to see your screen.

I could’ve just send this out to people in the email space. I could’ve send this out to online marketers, I could’ve send this out to other people who are interested in watching you got your much bigger audience here for the live session, and then still made this available, exclusively to Mixergy premium audience.

Derek: If we did a live session like this. We could implement that webinar strategy that we talked about, use webinar bridge, click to twit, then get some viral op into give live training.

People are going to love it. Because it’s live training they’re going to have a chance to ask questions and they will get answer to their questions.

Then we would’ve like, sell Mixergy at the end of this, people will probably buy it.

Andrew: I love this.

Derek: It’s great stuff and then they want to reciprocate, when you’re selling something.

Andrew: And you’re right. It’s got that urgency, because there is date and time on it. Right now the page you’re showing is already expired.

So it’s got that urgency. It’s got a clear call to action, that requires an email address naturally. And it also has limited space naturally. Right? Because there isn’t infinite number of space available for webinars. Even if you pay for the top of the line model, I think it can only has a thousand people that it can accommodate.

Derek: Exactly, exactly.

So, that’s really the best way.

I love webinars, webinars are hot right now. A lot people running automatic webinars, which is kind of debasing webinars a little bit. But here’s bottom line, when people are doing stuff like that. That’s your chance to do it live. That’s your chance to stand out. That’s your chance to do something different.

And if you’re going to do it live, people are more likely to share it in their email and twitter and with their friends. And you’re going to get all these extra people into the funnel, that you night not have otherwise.

Andrew: This is an incredible session.

Let’s take a look again at your website.

Derek: Social Triggers?

Andrew: Yeah. Let’s see Socialtriggers.com. You got to sign up for the email and just see, if nothing else, you know, his using Aweber, so if you sign up and leave, Aweber is going to make sure you don’t any other email.

Sign up for that first email. You’re going to print it out, or you’re going to put it in your effort note, or put it in whatever document you have and just be inspired by the way that he writes.

Derek, this been, I don’t want to say the best session, because I don’t want to insult anyone. But you know it’s the best.

Maybe I shouldn’t say the best. This has been fantastic; you could hear it in my voice. I’m getting this information I can actually use, I’m picturing the audience that’s watching this, is how much they’re going to benefit from this.

I want to hear about it.

Back to Mixergy website, go to socialtriggers.com, and let Derek know what you thought.

Derek, thanks for doing this session with us.

Derek: OK. Thanks for having me, Andrew. It’s a lot of fun.

Master Class: Closing Sales
Taught by Nicholas Holland of Centresource

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Master Class: Closing Sales

Time to watch/listen: 100 minutes

 

 

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Andrew: This session is all about closing the deal. The course is led by Nick Holland, founder of the interactive agency, Centre Source. I’ll help facilitate. I’m Andrew Warner, founder of Mixergy.com. We’re a proven founders. Nick, do you have an example of what our audience will be able to do at the end of this session?

Nick: Thanks for having me, Andrew. One of the things that is really tough in the sales process is that people are often focused on prospecting, they’re often focused on pitching, but they really can’t close the deal. And this is not something for young people, old people in the field as well. Closing is a science and an art unto itself.

So one of the things I’ve had the kind of fortune of learning how to do and learning how to perfect over the years, is when you get into that critical stage where you are engaged with a prospect, how do you drive that to a close? And a systematic manner where basically it’s not hope, it’s actually a tried and true strategy.

So when we get through with this program, there definitely will be no question as to how to get through the close, where if the deal chokes, where you lost in that, in the process. And more importantly, if it stalls, how to know where to go back and immediately re-engage to basically push that towards a close. So these steps will definitely turn anybody who definitely doesn’t know how to close, into a closer.

Andrew: Oh, I love it. All right. I want to get turned into a closer, and I definitely want my audience to be able to. What’s the first step that they need to take?

Nick: So, you know, one of the things that… Right now you are seeing on the screen, Adobe. We are a small firm, three million dollars in Nashville, 30 people, and it’s just not normal for a firm of our size to work with someone of the caliber and size of Adobe.

And so, the example that we went through with them is where we basically used this closing technique. We got lucky enough to get in front of the right person, that’s the prospective inside, but, and then we basically pushed for the close. And it allowed us to basically do a quarter of a million dollar project with them. And that’s a huge project with a huge brand and it wasn’t even in Nashville, meaning that, we were also doing it over a long distance.

So, these are things where we shouldn’t have won but, again, you know, our reputation, etc., played into it, but our ability to know how to close that deal played a huge part. So we were able to play with the big boys. The first step is…let me pull up an outline here. The first step [??], it’s a four step process to close and the first step that you always want to go through is the one that a majority of sales people often either skip or do it incorrect. And the first gateway…And I call them gateways because what I want you to do when you’re closing is recognize that this is a chess match. It’s a strategy. You’re an intelligent person. You’re more in control of the situation than the prospect you’re talking to is. And I…

Andrew: I as the person who’s selling and wants their money and business. I’m more in control, you’re telling me, than they are?

Nick: Absolutely. Absolutely.

Andrew: OK.

Nick: The thing is that, again I go back into talking about chess, you are going to know exactly how the conversation is going to go, and you are going to lead this person down a path where at the end of it, you’re going to be 100% clear whether or not they’re going to close. And if they don’t, you’re going to know why. I call these things gateways because there’s an interesting concept that I want you to…that your audience to potentially read about afterwards.

It’s called win without pitching. The whole concept is that people don’t want to be pitched. They don’t want to hear about your awesome features and that is, again, green salesperson 101, wants to spend all their time talking about what they do awesome. And so this win without pitching technique actually goes in reverse, which is, it creates kind of four gateways that both sides have to go through before even a proposal’s made. And that’s kind of counter intuitive.

A lot of people are like gung-ho to try to get a proposal out because they feel like that represents opportunity/hope but it doesn’t. The things that I want the audience to understand are a couple of key principles that I want to lose a deal. I want to lose a deal as quickly as possible and so by using the phrase “gateway”, I’m literally saying when I can’t get trough one of these gates with my prospects, the deal is dead.

Andrew: Okay, so let’s go through these. Let’s talk about what the first thing is. I know that I am anxious to learn this because I’d like to have that kind of control in a deal. And I know that’s what people signed up to take this session to learn. So, what’s the first thing that we need to understand? Do you have the gateways up there on your screen? Gateway number one.

Nick: Yeah, gateway number one is simple. Basically, you have to match their need to your value. And it is a simple concept. It is the most difficult one to do. It is where the majority of sales people gloss over it. They’ll typically just pitch their value and then they try to hassle for more in some of the other stages. But, this one comes down to, when you are working in the first gateway, you always got to build rapport. You’ll see this in lots of different sales books, you know, people buy from people they like. So you got to build a rapport.

Now, instead of just shooting the bull, to basically pass time until you can move into your pitch, you’re going to start building a rapport based around questions that you are asking which are really geared towards trying to find their need. And that’s all this really is. And so you take notes. So the take-away is, you are really trying to find their need. You are going to take notes and you are going to have normal conversation with them. But, you are going to be asking questions that you know are going to pull out the needs that they are looking for.

Andrew: Okay, so they think we are just, kind of, chewing the fat here, having natural conversation. It is just flowing, but, we have an ulterior motive.

Nick: Brain control, brain control. And there are two techniques I’m doing. You are asking questions that will always lead to unveiling a need. And you are going to be setting up a way to ask forgone conclusion questions when you are, basically, trying to close out this gateway. So, you go through here and again, one of the things I like to do. And I was thinking that, for you David, I could actually make this more relevant to your audience. By just talking to you about your business and, right off the bat, you have goals that I’m sure you’ve set up for the year.

Andrew: Okay, and by the way, David is the course producer. He’s the person who helped you go through this and then make sure we are thorough for our audience. And, so you want to go with me, Andrew, and ask me these questions to show how this would work. To illustrate it.

Nick: Yeah, it’s clear to the audience that you and I have never talked before we did this. So, the deal is, I don’t have to spend a lifetime analyzing your business. I could ask you, who is your target audience. And you would either know or you wouldn’t. You don’t have to go and answer it, but basically, the crowd who is listening knows that they represent your target audience.

What’s funny is that you, as an entrepreneur, you either know it or you don’t. So, the issue is, I am trying to learn more about your business to find out what your needs are. And, so the issue is, asking who is your target market. These are normal business questions. But what I’m really trying to figure out is do you understand your business or not. Because in my particular field, as an agency, I help bring that enlightenment to the customers. And, so when I’m asking these questions, all of the questions that you ask should be geared toward highlighting needs that you provide.

Andrew: All right, let’s go into it. I want to illustrate this because now you’ve got me hungry to understand how to do it and see it. So, you’ve got a list of questions here, like, learn about their business, is one topic. Who are your best customers, you are asking. Who is your target market? What do your customers like and dislike about you? So, am I really coming into a conversation with someone I am going to sell with this list of questions in hand? And time to ask them these questions?

Nick: Now, these are a long list that help people that are going through the program. But, literally, if we were going to go through this, we are, for the first time we’re talking. And I say we’re building a rapport, make sure he’s awesome. I’ve heard about that. Hey, the question I have is how is Mixergy different then lenda.com? And, you go through and do your pitch.

Andrew: Okay, I would tell you that we are much more about the business goals that an entrepreneur would have. So, where lenda.com would show you mostly how to use software, we would show you how to find revenue and how to grow your user base. How to get more customers, that kind of thing.

Nick: That’s where I would say, you are building rapport so, I’d say that’s awesome. How do you go about recruiting a lot of your customers?

Andrew: Interesting.

Nick: Are you advertising, are you looking for a lot of referrals?

Andrew: It mostly comes, for us, directly from the people we interview. Because I do an interview every single weekday. I put it up on the website and the people who I interview have followers who care about business and who are studying them. They are following my interviewees. And they come on when I post the interview with that entrepreneur all their followers come to check out the website. And many of them end up being fans of Mixergy itself.

Nick: Now this would be a question where now I’m going to hone in on the need really quick. I would say that’s awesome, if a lot of it is depending upon the people you interview, what do you do to move the needle? Is it all about picking very popular people?

Andrew: You know what actually? Picking popular people helps a lot because they have a lot of followers online who will end up flooding the site. For example, when I interviewed Gary Vaynerchuk I think I had more people watching Gary live for his interview than I did for many other people at the time watching and downloading the recorded version. That’s a huge thing.

The other thing we do is we look to see who is a news maker. If we interview news makers then I know that we’ll get a big audience. I also think that there are certain people who aren’t well known, who don’t necessarily have a big following whose stories are just so unique and have done incredible things in business. I interviewed this one guy recently with no funding, no real experience, ends up getting a job at meditation company, helps them grow, and then he spins off his own company in South America.

Within a year he got it to a half a million dollars in revenue, and he’s just building and building. I think he has an interesting story because he’s a fantastic marketer and I wanted to find out how he marketed and how he got so much business so quickly.

Nick: Yeah. That’s awesome. What I’ve pulled out of this now is that you’ve communicated to me that you need a way to find interesting stories, you’ve communicated that you need a way to recruit top talent. These are two different types of audiences that you’re trying to pull. Then you’ve also communicated to me, and you did this loosely but you have to know your product, that most likely you really need easy ways for the people that you’re talking to to be able to go recruit their people.

You need good conversion points on your site, you need to give them tools whether you post their video or you give the marketing stuff, you give them ways to promote their stuff. You’ve told me a lot, and we’ve spent two minutes talking.

Andrew: I see. By me identifying my needs, and you’re right I didn’t even realize that I let you know that I have a big need to find a way to let my interviewees promote and to encourage them to promote. Something as simple as an email is powerful, but if we can systematize it for example, we can make sure that every one of them sends out an email and a tweet to their followers and maybe even puts it up on their press site.

Now you’ve identified these needs, how do you use them? Or do you want to spend a little bit more time without talking about the first gate?

Nick: No, this is great. I was going to say, what happens in a normal conversation for the audience is that you love your product. You have to be passionate about what you do and by doing that, instead of spending all your time talking about your product, you should get jazzed whenever you’re asking questions that the answers that come out are most likely going to be stuff that you take care of.

This is why you get excited. I’m now excited as someone who basically is great at online marketing type stuff, I’m excited because now you’ve given me two or three ways that I know that I have value to you. In a normal conversation over drinks, dinner, or I just straight up get a cold call and I get you on the phone, the depth you get into, you’ll start with ones that are the easiest to get the needs out of, but you’ll find many more along the way.

The second tip I always say is you should write these down. You can either write them down mentally if you get good at this, but I’m really locking in right now on you need bigger names, you need to find interesting stories, and you need some sort of easy way that you can systematically promote conversions or promotions by the people you interview.

Now that I understand this need, the next thing you do is I would say if I were pitching you I’d say, ‘look man, to figure out if we’re going to be a great fit for people we do a lot of stuff that would really benefit you,’ and this is where I this in my mind. I’m trying to create a situation where right now the client is always up here and you’re groveling for business. Change your concept where now you want to be on the same level. This is if you are educating somebody. You can even get up to here where you’re confident enough that you’re not even sure you want to work with them.

I might decide, taking this scenario in my mind, that Mixergy may not be a good fit for me because my value doesn’t equal the need. This is important so that sales people don’t basically sell anything to get through the door. The second thing is that Mixergy may be a brand that’s not going to bring revenue or pride to me, so you want to move to the point where you are now creating an atmosphere where you are trying to make them want to work with you and so when you’re going through this you often will start off by saying, man, I think we could be a great team together but I actually know that before we do that there’s kind of four gateways that I often go through to see if we’re a good fit because…

Andrew: So you’re actually telling them that you’re going to go through a process to qualify them.

Nick: Absolutely. This, now, you’re in control. And until you try you’ll never believe it. I mean, when my team first was watching me do this they would never believe it but what I’m telling you, Andrew, is that you’re a business owner and if I say, look man, you had mentioned that you want to grow, that’s our specialty but to know if we’re really a good fit we kind of have these four gateways that we always do. And so the first one you mentioned was recruiting top talent, finding interesting stories, and optimizing conversions. We do that and I often, again, in a pitch will drive them home and I’ll say, you know, recruiting top talent, we have a really great marketing combination that teaches you direct sales plus setting up automatic ways to pull out whose most popular plus blah, blah, blah. We also speak…

Andrew: I see. So once you’ve gotten, first of all getting me to talk about my business is a nice change from having you tell me about your business because usually when people start telling me about their business I get a, you know, I get a little bit bored because it’s them getting excited about something that’s important to them and frankly, we as listeners, we care about ourselves. You know? So, I would much rather be doing what you just had me do which is tell you about myself.

Nick: And I’m excited now because now I’m excited about your business and what I’m going to do is when I go through there, I’m literally going to say, like, I often wonder if we’re a good fit together and I’ll also say, Andrew, so we’ve done X, Y and Z that fills finding popular people to speak and we also do multi-varied testing to ensure optimizations whenever people are coming to the site. And we’re also really good at pricing strategies to make sure that…

Andrew: Right. So now when you’re pitching, you’re pitching to my needs. The questions help me get excited about my business and help me identify needs and help you learn my needs so that you can then come back and pitch to them. I want…

Nick: I just have one thing to say. This is really important. If you can’t identify the needs it’s dead in gateway one. If you can’t match your needs, or their value to their needs, it’s dead in gateway one. And you can also tell them, man, you can do this technique a bunch of different ways.

I’m telling your audience that it’s often good to create an atmosphere where the client wants to work with you but the thing that’s really neat to is that these needs become very important because if you ever have to make a proposal or something like that, the proposal has already written itself because the needs that you have identified and the value that you’ve promoted, the clients already heard it.

And then you always ask, I’m curious, do the things I brought up to you, Andrew, do they sound interesting, does it at least sound like something that we could talk about in more detail. And, again, it’s a foregone conclusion you always want to try to get the yes. And so the issue is if I said, if I could bring you more and higher quality speaker, if I could bring you more interesting stories and I could basically set up a system where people where we’re recruiting more people to the Mixergy site, does that sound like a situation where we could probably work together?

Andrew: Yeah, absolutely. OK. And now…

Nick: It’s done.

Andrew: Let me understand how you got to this. You have these lists of questions. You don’t go through them word for word. Maybe if you were on the phone you might keep it in front of you as a guide. But, do you go through each one of these sections. So, in other words, I see a diagnosed problems, explore solutions is the next section. Do you need to go through in the first gateway, through all of these sections or is it OK to just whatever.

Nick: No.

Andrew: You just organized it as you did for us. I see you shaking your head.

Nick: I was going to say, what happens is that anybody you work with, anybody who’s working in this program will basically have gone out and talked about their product. That’s the pitch mode, not closing. And they will know what resonates with certain people. So, when you have that eureka moment when you’re talking with people and they actually seem interested in what you do.

Again, right now you’re pitching what you do and so it’s not an effective close, but you know what types of questions people are drawn to. And so, again, what’s interesting is that you should know the questions. It’s the homework that you should walk away from this is that if you don’t know the questions to ask that basically give you the thumbs up or thumbs down that you’re a good fit, you’re not even really ready for the close stage yet.

I mean, for you, Andrew, if you’re pitching to me as someone who wants to buy the Mixergy site, you have to say, are you an entrepreneur who craves excellent information and doesn’t have it available at your fingertips and wishes you did? Yes, I wish I did. And you already knew the answer to that. That’s what you built your entire business on. So, the issue is that you now know that if you’re talking to me you can quickly ask me questions.

And I know you already do this subconsciously, you already know how to ask the questions and find out whether or not I’d be interested in Mixergy, and now all you have to do to get through gateway one is literally repeat it back to them. That is another step, [inaudible] you have to repeat it back to them, you have to literally say “does it seem like your need is something we would be a good fit for”?

Andrew: So, does it seem like where you say your need, does it seem like the need, you start listing the needs you’ve identified in the first stage, does it seem like something we can work together on. I saw that you did that to me.

Nick: I go through them one at a time, then I sum them up. I literally say, “Does it sound like the stuff that you need, we’d be a good fit for?” Here’s what’s beautiful, if they don’t say yes, you’ve got two types of people that you’re working with. Again, be lazy, that’s one of the techniques I tell people, be lazy. You want to lose the deal as quickly as possible, under your control, but you want to lose it as quickly as possible. Because, what you don’t want is the guy who will never commit to you, ever. This guy is a waste of your time, get out of there.

You don’t want, with the other person what you don’t want is to let someone let you get deeper into the process, if they still have unanswered questions. And they’ll let you know, if you say “does it sound like we’ll be a good fit together” if they still say no, what’s awesome is that you haven’t completed gateway one.

So then you go, “oh, that’s interesting, what are some other needs that you have that you think that you might not know we’re a good fit on?”

Andrew: Gotcha. Then we go through those questions again. Let me ask you something. I see here in the notes, that you and David put together, that there’s a pleasure and pain example. Do you want to go through one of those?

Nick: Sure. So basically the other thing is that people only buy on pain and pleasure. And the issue is, is that when you’re asking these questions, you’re really trying to find the pain. I’ll say to you Andrew, “talk about growth”, and you say “yeah, it sucks, we didn’t grow this year as much as we wanted to. Bam, that’s a pain, on the flip side, if you present the same question a different way and you say “man, it’s awesome, we crushed it last year and this year we’re trying to beat what we did last year.” That’s a pleasure, so you are watching for anything that basically moves the emotional needle.

Andrew: OK.

Nick: I’m on screen here, I thought this was a very simple thing for our agency. Which is on the left is a pleasure point, people hire us because they want someone to help them market, design and develop meaningful [??] long term success. And you can probably appreciate that that is an upside potential. Everybody wants to have better marketing, better design, they want meaning, that’s an upside potential.

The pain is over here, and it goes to where it says it happens to all of us, and panic sets in where a high profile project comes across. So we are already touching on the fact that their reputation may be in jeopardy, or that they’re over their heads, rare skill set. Again, that’s something that’s basically unique to us.

But basically a lot of people come to us because they can’t fulfill a skill set, or an absurd timeline, and right now, we’re saying that we can address that pain. Well, every business, at the end of the day, going back to Mixergy, I honestly believe that all the information that I want on excellent entrepreneur tops etc, is spread all over the web. So it’s a pain for me to go look for it, so by bringing it all together in one place, now you solve that pain. For me to be able to associate myself with Tim Ferris, or one of these other people, not directly, but just feel like I’m even in the same ball park, thinking on the same problems, that’s a pleasure.

People want to do that, so it’s not hard for Mixergy to start understanding that when you’re asking questions, you can easily go down one of those two paths. If you’re selling me, you say, “oh, do you read Tim Ferris, do you read Gary Vaynerchuk, do you read blah, blah?” And if I say yes, then bam, you’ve got me on the hook, you know that right now, from a pleasure standpoint, it’s easy for you to t-up Mixergy, ask a few questions, say “would you like to hear from them directly?”

Andrew: I like that gesture. Nick, once you identify whether they need to go towards pleasure or whether they need to be sold more on alleviation of pain, do we then start pushing one way or the other?

Nick: No. I was going to say that’s the beauty, you don’t decide. Because you go back to, they will outline the slots that you need to fill.

Andrew: Oh. Then once we know what slot they’re in, that’s the place we go.

Nick: That’s it. So to repeat, you want to get through gateway one, you want them to want to get through gateway one. Because now you’ve changed the confidence level, that you’re saying to them, I’m ok if we’re not a good fit. You then want to go through and find the pain and pleasure through the questions. And these are questions that will be unique to your business and unique to the things that you know people want.

You want to then have them say what those needs are, and then you want to systematically connect the dots between your value to that need. Then you want to ask at the end, man, I just went through and it sounds like I have all the people that you read that have had interviews on my site, and it sounds like you’re about to start a business and you’re nervous about the information that you don’t have.

It sounds like I have all that in one spot, so you don’t have to go rent every book from the library or basically search the web. Nick, it sounds like we’re a good fit. You should totally sign up for Mixergy. You go, ‘what do you think?’ It’s just a normal conversation. That’s the deal. This is not pitching. You are not a slimy sales guy. You are literally from the bottom of your heart trying to lose this deal because it’s a waste of their time, it’s a waste of your time.

If you really believe in your product it will come through. You can say with deep conviction that I am the best place for tech entrepreneurs to learn about stuff online. You don’t even have to hesitate.

Andrew: Especially after they’ve told me what it is that they’re looking for, then I can start talking about that. I see that on your website it says, ‘help. My hair is on fire.’ That’s a great pain example. You also have a good pleasure example. Can you show us that? I think it’s a BMW website.

Nick: Yeah. BMW sells on pleasure. That’s an example.

Andrew: One sec. Let’s give it a moment to just come up on both of our screens. BMW has a lot of images up on their website so it takes awhile. There it is. OK. So this is a pleasure example.

Nick: All BMW type things, all cars like that will be a pleasure type thing. When you come through and you are looking at this, there are a lot of subconscious things. They’ve got futuristic cars to show that they’re doing things really innovative. That’s what they want to be known as in engineering. Then you’ve got ‘thirsty for adventure, not for diesel.’ This is beautiful.

They’ve actually got a pain and a pleasure in the same one right here. They’re selling thirsty for adventure, aka you’re buying a brand of style. You’re buying something that sets you apart. That’s your pleasure. You have disposable dollars, but not for diesel. What’s interesting is they’ve even got something in there where you’re going through talking about the power [??], but not the downside which is finding a diesel gas station etc.

The roadster, ‘from dream to reality.’ What they’re basically going through here is pure balance for the BMW. They’re talking about how this is a beautiful car, it’s awesome. When you watch things on TV, I would tell the audience any commercial you see that’s worth anything will basically always [??] into a pain or pleasure.

Andrew: You know what, let’s shut down that BMW website. There you are. Very bandwidth hungry. Every time you talk I lose your connection for a moment. OK. I see what you’re saying and you’re right. Now that I start to think about the commercials that I’ve seen on television, including even a Tide commercial, they are pain. Tide commercials, for example, will often talk about pain. They’re going to alleviate the pain that I have when I get something on my shirt that I shouldn’t, for example.

Nick: [??]

Andrew: You’ve got performable up on the website. Tell me about that.

Nick: Yes that’s good because I can go back in and take a look here: enterprise analytics centered on your customer [??] website. That’s a pain. You can understand that basically performable knows that people are sick of analytics that basically don’t really help them make more money because it’s just focused on all the technical things on the website. If you look at the next one it says ‘segment your customers on real activity.’ That’s a pleasure. It could be a pain because you can’t do that now, but it’s going to be a pleasure because you’re thinking, ‘wow, for the first time I can actually start to understand which customers can you see repeat purchases, [??] risks, etc.’

You go here and understand your customers over time. Now, the last thing to do is just imagine if I said, Andrew, what if you could understand your customers over time? Would that be valuable to you?’ Yes. Now you go, and here’s how the pitch closes. I go, well, at the end of the day, if you want to have analytics that are centered on your customers and not on your website, we’re a great fit for that.

If you want to segment your customers based on real activity, which is something you mentioned Andrew, we’re an excellent fit for that. If at the end of the day you want to understand your customers over time and you want more of a holistic view of them, we can do that. If those are the three things that you want, does that seem like we’re a good fit for you Andrew?

Andrew: Yeah. Absolutely. In my case I’m just kind of saying absolutely to continue the conversation, because this doesn’t apply to me. When you ask me questions, you identify things that apply to me and that’s what will enable you to talk to me about my specific pain. And that’s when I will actually be able to say yes, because you’re talking directly to me.

I’m looking by the way at your notes here, the ones that you’ve got in front of you, and we’re going to give people all the notes for part of their package here with this course. But one of the items on there is, be lazy. You want to be a lazy salesperson? Tell me about that. And let’s click over to the webpage while you’re telling me about that. That justsell.com/salesgoals. I see, you’re going first to other one.

Nick: Okay, I’ll go to this one. What I want to tell you is that there’s a cliché that you want to hire a lazy programmer. Because what they do is they spend the least amount of time to program something. They want to make it as fast, as efficient and easy to maintain as possible. That’s a beautiful quality to have in a programmer. But you want to adopt that as a salesperson. Your time is very valuable. And so at the end of the day most sales people waste an enormous amount of time. And so the issue is that you want to try to lose a deal as quickly as possible because it’s good for the customer and in prospect it’s good for you. And so by being lazy what it does is it empowers you to feel good about trying to get this deal out the door. So if you, if they’re giving you any flack at any of the gateways, you should feel good about that.

And so that’s why, the thing is that becomes a theme overall that you want to do that. And so this is not a lazy salesperson. Look at this. This he’s outlined every single thing. What’s he selling? He’s selling all of his value. He says this when literally he probably had something where he could go through here (inaudible) which is for a sales goal (inaudible), you know, people want to earn more money. And so you go through the lazy programmer the same thing goes is, do as little work as possible get the task completed. That’s exactly what you want to do. And that’s also good for the client. So, I think that’s important because that’s what a lot of this technique predicates on is, you are trying to, you’re trying to get through, you’re trying to basically lose it on a gateway.

Andrew: Hey, Nick, are you on the East Coast, by the way?

Nick: No, no, I’m on Central.

Andrew: Okay, Central time. I see people are heading home and I know that it’s late on a Friday and I really appreciate you doing this with us on a Friday.

Nick: We have a work environment called Ro where basically there’s no start time, no end time, no sick days, no, crazy but. So anyways, that’s what you want to do. We spent a lot on Gateway One. And it’s important because I would tell you that this is where a majority of deals should be lost. Because what is beautiful about this is if you get past Gateway One, well you’re rocking and rolling now. And so I bring it up, the sales bible. It helps you formulate these questions that you are, that as a….

Andrew: You could just hit restart on that.

Nick: Oh, that’s weird.

Andrew: I know, we’re….

Nick: But anyways, the sales….

Andrew: I mean not restart. If you just hit refresh, it will pop up.

Nick: What I was going to say is on the sales bible, it’s a great way to help you come up with those questions. And it’s a great book for just overall kind of general sales stuff. But the thing I think is most profound about the sales bible is it actually has techniques on how to come up with questions that you rely on for your business. So that is kind of what it is going inside.

At the end I wanted to give a quick example of Singer and what was interesting about Singer was, big brand and a lot of agencies were pitching to them specifically because they were in a sales slump. Well going through and asking the right questions in our business is often, why are you in a sales slump, or what’s causing that, what have you done to try to fix it? You know, again, that’s related to me.

But it came down to that their audience was basically older and they couldn’t attract the younger crowd. And one of the ways that we won the deal was we simply went through and said, and our foregone conclusions, do you want to work with a firm who has the experience to connect with millennial while still staying true to you brand, and is able to take you where you are to where you want to go in a slow and controlled manner?

That is an illuminating question because it sums up all the needs that they had based around this. And the answer of course was yes. And by doing that we went through and at the end of the day they threw up lots of things that they were worried about and that whole need situation. They needed it to be on this platform. And you’ll get into that. Lots of very weird, specific things. Like if they don’t say yes, you’ll rarely (?) some people say, ‘Well, I really need you to be on call between 6:00 p.m. and 8:00 p.m. on Saturdays. But the awesome thing is that if you [inaudible] thank God you did it right then and there.

Andrew: So, let me see if I understand this right. I want to make sure that I’m following. The way that you pitched it was by saying, ‘Do you need a company that can help you reach millennials by staying true to your brand and growing in a slow and consistent manner?’ I don’t think I have it exactly right, but essentially, those three items that I wrote down that I used to formulate this question were items that came to you from the questions that you asked them ahead of time.

Nick: [?] They don’t want someone to just try to revolutionize their site overnight because it would scare their current audience. That’s why you want someone who will be with you as you slowly move through this process. Say you have an aging population that they needed to reengage the younger millennials. That’s something that we do. We (?).

And three, they actually wanted someone who specialized in interactive as the lead who is then in control of the non-interactive such stuff. And so, if they had done it in reverse I might have lost the deal. But since they said that, those three things I laid out in those foregone conclusion questions. I said, ‘Does that sound like we’re a good fit?’ They said, ‘Yes.’ It was beautiful because (?) the proposal was already done, meaning that that’s all I had to write about. So.

Andrew: OK. Let me ask you this other thing, because I noticed you said a foregone conclusion. That you ask questions with a foregone conclusion. What do you mean by that?

Nick: Again, going back to when you do these questions. You ought to know the answer before you even ask it. So, you’re asking questions you know that will most likely lead to them (?) need what you do. That’s kind of the first question. That’s during the rapport building. But then, the foregone conclusion is where I said when you’re matching up their need to your value, you’re asking in a way that they already said they needed it. You can describe it in a way that you do it, and so the answer is yes.

So going back to Mixergy, as an example. You knew I needed to get intelligent information about entrepreneurship. You knew I really liked big name stuff. When you ask your foregone conclusion, you say, ‘Well, Nick if I had a place where you go where you could learn from (?) and more importantly it was all in one spot, would that be helpful for you?’ You already know the answer. And so . . .

Andrew: I see what you’re saying and I understand. Let’s take a look at just real quickly, can you show us the first gateway, the second gateway, the third gateway, and the fourth gateway, right up on the screen here? So the first gateway is what? I think it’s right above where you are right now. It’s on that same screen. Just scroll up a little bit further and let’s show people what that first one is.

Nick: Where is it?

Andrew: A little further up. Isn’t it a little further up still?

Nick: Yeah. I don’t think they’re going to be in here. I think . . .

Andrew: I thought where we had it was first gateway match need to value. That’s what I see in my notes.

Nick: That’s gateway one, yes.

Andrew: So that’s it up there on the screen.

Nick: Yeah.

Andrew: And that’s where we were asking all kinds of questions to help us understand what their needs are?

Nick: That’s right. Yeah.

Andrew: Let’s take a look at gateway number two now.

Nick: Yeah. The other ones go fast.

Andrew: Decision making. And we’ll come back to decision making in a moment. Let’s see number three, just to give the audience a sense of where we’re going.

Nick: OK. The three is in (?). And I don’t want to show the fourth one yet, because . . .

Andrew: Oh, OK. All right. I see. All right. So let’s go to number two then and we’ll come back to three later.

Nick: All right. So if you’ve got (?) gateway one, then the next issue is you got to find a decision maker. Again, this goes in lots of normal traditional (?) and what you don’t want to do is say, ‘Are you the decision maker?’

Andrew: Yes.

Nick: What you want to do, is you want to ask the question a little bit differently, which is how is this decision going to be made. It’s a subtle change but what decision you’re asking about is the things you found in stage one. So with Mixergy, going back to that, you would say, ‘Well, Nick, how are you going to learn about entrepreneurship? Walk me through how you’re going to make that decision.’

And then, this is crazy, a lot of times people will not even have thought it through. If you’re controlling, if you’re already taking someone through the gateway gently, when you’re just having a normal conversation, this is an awesome stage. Because you’re now guiding them on rails to find out just how they make the decision in general. This illuminates if they’re in the decision making stage now, if they have a committee, see if they got to go talk to their wife, they have an RFP process, which we’ll talk about. So that’s pretty awesome. And so, what you’re really trying to do is that no matter what happened in stage one, if you find out in stage two that they’re not the decision maker or that they have any other people that are involved in the decision, you have to stop again.

Andrew: I stop? What if they’re part of the decision making process? You say stop?

Nick: I say stop. And here’s what I would say. You stop because what you want to do is again, and I’m going to reverse sell to you now, look man, I saw on Mixergy it’s awesome. You probably need an interactive agency. We’ve already gone through a ton of things that you need. We’re an awesome fit. We’re amazing for that. You already agreed to that. Tell me how do you make a decision on how you do your stuff online? You say, well it’s actually not me.

Andrew: What if I say it’s me and David, our course producer, the two of us get together and we make decisions.

Nick: I love it. That happens a lot, which is joint decision making. So then I would say, man that is awesome. I would love to sit down and talk with you and David kind of more in depth. What I’m really trying to say is I don’t know what David’s need are because 9 times out of 10 David will have a different need that Andrew did.

Andrew, you’re the CEO, you’re the visionary. You’re out there recruiting the people. David is going to care about how hard is it to maintain? How much of the day does it take? How much can he do versus the current system, like ops and sales often in these decisions have very different needs.

The issue is, what’s funny is, I’ll sell you on some of these things like I can help you find more [??] and what ends up happening is David crushes it, he shuts the whole deal down because what he goes and does is find another company who will make his life a lot easier and he’ll pitch for them.

Andrew: I see. And now internally we are arguing with each other.

Nick: Yes.

Andrew: You’re not there to help things move things to one direction or another?

Nick: Here’s what will happen. You’ll like me, you’ll want to go with me, but at the end of the day David spends more time in it. He’ll win. He’ll win, so for me to waste any more time is very dangerous.

Andrew: So how do you get to bring in the other decision makers? What do you do?

Nick: I often say that. As I say, I’m always trying to go back to number one and I say what would be awesome would be to talk to David and see what his needs are because now I’m going to present it to the CEO a little bit differently. I say again, I know if you and I work together it would be awesome, but David, and again I know my business, so I say David may have some other things that he wants to ask about.

I may ask a little bit about David, etc. Again, this is not pitching. This is not smarmy sales stuff. This is legit. I’m actually saying if I go down this path any more with you Andrew there’s an excellent chance it will be derailed because David is being left behind.

Andrew: I see.

Nick: So if you really think that we’re a good fit, let’s just do the next logical thing, which is if you want his input let’s let him see if we’re a good fit or not.

Andrew: Gotcha. OK. That makes sense and it also is a reasonable thing to ask and it’s actually is a little bit flattering. You’re showing respect to the process that the organization or the person you’re pitching to goes through and to the people who are involved.

I could tell you that if you were to say to me and I went back to David to say look, Nick wants to talk to both of us together that would be flattering to David. It would make him feel much more included than he would be otherwise and it also would make me feel good because it showed that you knew about David and you weren’t just kind of pitching because you sell to everybody.

Nick: That’s right.

Andrew: So you’ve got a few links over here. Let’s show those.

Nick: Here’s what’s interesting. This first link, one of my favorite sales things is that, I won’t go into it, I really encourage the audience to read it, but when you are identifying the decision makers you want to figure out what type of decision maker they are.

A driver, an analytical, an expressive or amiable, because when you reach a more experienced level in selling, this closing technique will work for new versus old, but the masters of sales learn how to basically make people feel comfortable. Each of these four people have very different sales personalities.

Andrew, you might be someone who is expressive. You’re the face, you like to network, you care about what people think, your reputation is important. So that need to be accepted by others, if I can tag that early that even goes back to how I craft step number one, which is the need for value. I might not even talk about conversions, which is really funny.

You might not even mention it here, but you mention it and I might say is, we can get you the biggest names on your site. You can become known as the number one spot, not just for tech entrepreneurship, but for entrepreneurship period. We can help you do that. Now I’m really playing to your personality. That’s what you want. You really want to be accepted and you’re energetic, you’re friendly.

But going back to David, and he’s actually not that analytical, but he’s probably more of the expressive, but anyways, going back to David, he may be someone who is the analytical and what he’s going to do is he’s literally going to say, “Yeah, I know you talked to Andrew and that’s awesome, but what platform are you on?”, and it’s going to come down to, “Oh, OK.” Now, we’re basically hitting a new set of needs so when he goes, “All of our content’s in WordPress. I’d really need it to be in WordPress”, he has set up a need that Andrew might not even care about.

Andrew: I see. So we’re going back to step number one, to the first gateway, asking questions, keeping this in mind so that we understand the person and not just the answers and when we give them back the pain or the pleasure that they’re looking for, the pain that they’re looking to avoid or the pleasure that they’re looking to get, we home in on the specific requests that fit within their personality types.

Nick: That’s right.

Andrew: So if we want to get a lot, we focus on the right ones.

Nick: Yeah, on the decision-maker it’s simple. You’re trying to understand if it’s the person that you’re talking to or more people. You don’t want to, if you can help it, you don’t want to go past this step if more people are involved.

Andrew: OK.

Nick: You want to always try to analyze the decision-makers to understand their personality type so that when you, and you will continue to repeat gateway one, when you’re repeating that stuff, especially as you learn more about the person as you talk to them, you’ll begin to start slowly morphing how you present even those needs and it’s awesome. It’s really awesome. So the deal is, what often happens though is, you’ll have people say, “Yes. I’m the decision-maker.”, and you’ll hear this phrase, “Buyers are liars.”, and so that’s why I taught you the question saying, “Walk me through how the decision process is going to be made.”, very difficult to lie.

Andrew: You don’t say who’s a decision-maker because everyone’s going to say, “yes”? You say, “Walk me through how the decision is going to be made.”, and that uncovers the other person. You had another link there. Can you show us one of the other two links from section two?

Nick: Yeah, sure. I mean this is a great one [inaudible] on how you negotiate with them.

Andrew: So once you understand the personality type and you want to know how to negotiate with them.

Nick: Absolutely, especially their personality types. And this is important because, let’s read one of these personality types, if you present, if you are a different personality type from the one you’re presenting to, no matter how good you are, it’s going to create problems for you. I put this in there again, this is like icing on the closing cake because the methods still work every time because you’ll know where you choke, but at the end of the day, these teach you how to, basically, morph your personality to really appeal to them. So that’s what these are. So these are good things to read. So, just some other things that I have on there which is interesting, again, you’re trying to always get through the gateway.

Andrew: Right.

Nick: If they tell you they’re the decision-maker but they’re going to choose two or three more vendors, this is going back to an analytical or an amiable or dangerous (?). An analytical will choose two or three vendors because he will say, “It’s just good business practice.” What’s awesome about that is if you know who you’re dealing with there’s cool techniques that you can do inside this area, which is if someone wants to ring up one of your competitors, again, I go back to, “You should know more. You’re always in control. You should know more than the person you’re dealing with.”

And so, another technique that you do when you’re closing, is you always turn your weaknesses into strengths or you basically mitigate them, as long as they don’t break the cardinal rule of you being able to supply value to them. But what’s interesting, and you won’t hear it from a lot of things is that you want to turn your competitors’ strengths into weaknesses. Again, going back to, I brought up ClearLeft. We actually lost to them and we were voted top three agencies in the world but ClearLeft ended up winning.

But you pull this up and what’s interesting is I’m talking to you, Andrew, about Mixergy and you say, “Yeah, you’re going to talk to some other vendors.” You should always ask who you’re going to talk to, but then you want to understand the decision process, but it’s awesome. A lot of times, I’ll say, “Man, that’s awesome.” If you want a company that’s extremely good at user experience, and that’s what they’re known for, you should go with ClearLeft. If you want a firm that’s not only good at user experience but also can help you walk through the offline techniques that it’s going to require to get Tim to come here, and it’s going to have to walk through the analytics that it takes to basically help establish your pricing etc, well then you should go with us.

Andrew: So let me see if I understand. You’re positioning your competition. How are you coming up with the way that you’re positioning your competition for your buyer?

Nick: Because when I’m going through the decision process and it takes some practice, but you’ll always know where you lose a deal. This gives you the power of self reflection. When you lose a deal to a competitor, you need to always know more about your competitors than your prospects do.

When you lose to an RFP, you’re always going to deep dive and try to understand why you lost. With the competitor one, you always want to turn their strengths into a weakness but you have to do it in a way that draws a distinction between you and the competitor.

Andrew: So you’re saying I need to know my competitor’s strengths, and then make those strengths weaknesses?

Nick: Absolutely.

Andrew: So what’s ClearLeft’s strengths?

Nick: I was using the power of user experience.

Andrew: I see. You’re seeing on their screen that it’s the power of user experience. Show me again how you make their strength into a weakness.

Nick: So they tell me that, and of course I know them and I say, man, if you want a firm that specializes in user experience, I’m telling you right now you should go with ClearLeft. However, and again this is being honest. This is not pitching. This is me being able to draw a clear distinction. You should never make up stuff. This should be stuff you know. You should know how you’re better than your competition.

If I go, ‘but if you need a full service agency Andrew, that can help you with the offline strategies to get the speakers that can help you with the analytics that promote better conversions, that can program tools that help your speakers relate more to the crowd, well then I think you should go with us.’

Andrew: I see what you’ve done. What you’ve done is you’ve taken their strength and said they’re only good at that strength, but I am good at that and all these other things that you told me that you want, so of course I would be the right fit.

Nick: I went back to gateway number one, and it’s very difficult, even when they’re researching after they’ve left you, to forget that mental wedge you put in there. The same thing goes talking about the Singer Company.

I said, ‘if you want to go with your traditional marketing agency and continue to focus on more of the traditional methods like print in store display, they’re going to be a better fit than us. If you want to capture the millennials that will lay the foundation for your business in the future, if you want to have a company that’s technical enough to move through this transition smoothly, you want to go with us. Traditional now becomes a dirty word in their mind.

Andrew: I see, right. This is great.

Nick: Mixergy is no different with this. If you want to, and I don’t know what your competition is, we won’t mention them even if you knew, but if you want to deal with 30 minute videos, if you want to deal with a price that’s too high, if you want to deal with an audience that isn’t as savvy…there are things that you know make Mixergy unique. At the end of the day, they’ll remember that.

Andrew: It’s not just things that are unique, it’s things that are unique but relate to what they told me in the first gateway that was important to them.

Nick: You got it. And what’s awesome is that ClearLeft might, I don’t know because I can’t speak to them, but there’s an excellent chance that ClearLeft will talk about their user experience stuff all the time. They’re not connecting it to the needs, and so you win.

Andrew: All right. Let’s take a look at the notes again, and let’s move on to the rest of that section before we move to the following gateway.

Nick: One of the last things I wanted to say are RFP’s are the devil, and now you probably understand why. They completely remove the decision making step. Not only is it somebody else, but RFP’s have become this completely separated thing where even the conversation you have that outlines the need, probably wont reflect what the RFP has said.

The RFP is often made by a contractor who inevitably has to make everyone’s needs come through there. Often they are a jumbled mess.

Andrew: RFP, of course, Request For Proposal, and the reason you’re saying it’s the devil is because they’re basically saying, here’s an application like at McDonald’s, fill it out and just like at McDonald’s we’re going to see if all the check boxes are filled and then see if you’re breathing at an in-person meeting and we’ll make a decision based on that. But we’re not going to tell you what our needs are and make that you really match them.

Nick: They’re not going to tell you what the true needs are, and so there’s an interesting point. I say if you don’t have any other business I believe RFP’s are what you work on at night. If you are truly hungry that’s what you work on at night. Because otherwise you’re going to watch TV. And you miss 100% of the shots you don’t take. So a chance is better than no chance. But what you have to understand is that the chances of winning it are slim, and b, the way you do want it though, ironically, is you go back to tying out.

You have to go find every need outlined inside of that RFP and match your value to it t by t. I mean, you talk to firms that win a lot of RFP’s. They write the RFP response very simplistically. You said you needed Word Press. And then it says right under it, we have done over 200 Word Press projects, we are a Word Press contributor. I mean, that is a very simplified needs equals value. So, all right, that’s it. So we did that and so anyways, that’s the issue.

The only other thing I was going to say is you should, so again, you want them to get to the Gateway. And so what you can often report back to make sure you’re on the same footing as the person you’re talking to is you say, so it sounds like, Andrew, you’re going to be the one that makes the final decision. And the good news is that working with a client like you on my team I’m also the one that can make the decision if we move forward. So it sounds like through Gateway number two, we’re still a good fit.

Andrew: Okay, so Gateway number three is what? What’s the next one?

Nick: So budget, this is the one now where you bring up money. And it’s important to bring it up. Again, lots of sales people on the close, they will go back and do a proposal without asking the budget. And the reason why is because this is the first awkward, we’re not friends, we’re not buddies, we now are starting to hold our cards together. So this is kind of where the tone changes and the close. But these last two steps are what separate the people who are not effective with the people who are effective.

So, basically it’s very, very important for you to get the budget in this conversation. And budget is not necessarily money. You’re trying to lose the deal and you’re trying to understand what are the resources that it’s going to take to get this deal done. And the reason why I bring this up is because if you’ve got entrepreneurs that are taking this class, you don’t have the luxury of charging whatever you want. You may have the luxury of charging what the market says the price is.

What you do have the luxury of is that you’re playing chess with the person you’re talking to. You are guiding them down a controlled closed path. So you can control the budget. So the issue is that when you want to get something like for credibility sake, that’s really what you want. You want this client. You don’t need him as much for revenue as you do for credibility. Well, there’s an interesting budget discussion that goes on. You’re actually asking them for resources. You want their time, their effort, their energy. And in return you want credibility for what they’ve done.

And so you can make that budget conversation in the very beginning. So you can get, and this is how a lot of people get deals for free. I wanted to show that dichotomy because often when people are closing they often think it’s the reverse which is, how much money can I get out of this scenario? When you are a true master of budget, all you’re really understanding is that you know that you can close, you can kill the deal in this stage if it doesn’t follow whatever parameters that you want.

And so, long story short, when you talk to people you want to get down and understand what the resources that are going to exchange hands. So if your product costs X, bring it up. Bring it up. The craziest thing I’ve had is where people don’t put their pricing, etc,, because they want to come and mislead you. This is why people hate sales people. And you’re not pitching. You’re closing a deal. So at the end of the day, again, when we work with somebody, we start off and we say, hey, you know, how much have you set aside for this project? What have you budgeted? You know, a lot of times they’re not going to answer. We haven’t yet.

There are some interesting techniques you can do in this area which are not in the notes. But you can often say, you know, that’s interesting. You told me in the first gateway that this is one of the most important initiatives of the year. Why have you not set a budget for it? I mean you can really dig into this thing if you want to. But what it really comes down to is they’re going to often tell you that they’re looking for you for a budget. So remember, you want to kill the deal. You don’t want to go back and make a proposal so you should know what your product costs.

Andrew: You keep saying, “Kill the deal.” Don’t we want to close the sale? Why do we want to kill the deal?.

Nick: Because the issue is that, and we’ll talk about that. If you’re really, really, really good, really good, I mean, you’re a monster closer, the highest you’ll probably ever close consistently is 50%. So an interesting thing happens, if the most likely scenario is 25%, that’s if you’re a good closer, you’re closing one out of four deals, if that’s the deal, that means the majority of your time is wasted on dead deals.

So you want to kill the deal because at the end of the day any deal that doesn’t fit this gateway was going to waste your time. The other thing is it’s going to waste the client’s time. And more importantly when you have that mindset of, at any point that we’re not a good fit, I’m very comfortable walking away, it’s going to have a profound impact on how you interact.

Andrew: I see. You’re no longer coming in there as a needy person begging for help, you’re coming in there as somebody’s who’s time is so valuable that you’re willing to walk away.

Nick: That’s right.

Andrew: And it shows that you’re understanding. And to yourself the reason why you want to kill the deal is as you said, you’re going to lose a lot of deals any way. You don’t want to waste your time on the deals you’re going to lose, you want to spend your time on the ones that you deserve to win.

Nick: Absolutely.

Andrew: Gotcha. OK. And so now going back to the budget question Gateway 3, you’re saying to us if they ask us to give them a price, should we give them a price or should we first ask for a budget? Should we first say, “You tell me what’s your budget.”

Nick: No, no, no. Unfortunately, there are just some ingrained personality types, you’ll never get it. There’s a technique where you can, again, you should know your price and there’s two ways to relay the budget. Again, coming from a point of confidence, you can say, “I know we’re a good fit, we’ve already talked about Gateway #1.

And again, until you feel very comfortable with this closing method, you don’t have to call them gateways. I do it because it reinforces that whole mentality but you can just say like, “I already know we’re a good fit, Andrew. It sounds like we would definitely make magic if we worked together.” Two, I know that you told me that you’re going to make a decision, you know, you’re working through all the details now I know that.

So now it comes down to we just need to find out if we’re a good fit. We might be too expensive. I do that all the time. I start off with a completely counter-intuitive thing. I say, “We might be too expensive.” So I’m presenting it as, again, he needs to or you need to help me get through this gateway for us to keep talking.

Andrew: But what about the budget gateway? What do we do with that one? How do we approach it?

Nick: That’s what I’m saying. You’re setting that up. You go, “We might be too expensive.” So there’s two ways to go, you then say, “People when they work with us for the needs that you mention, the starting point is going to be X. And it needs to be the true price for even conservative high. You don’t want to, basically, bait and switch. So again with, you know, measures, you say, “Typically, Nick, you know, for the classes that you want, etc., and the level of education you want, Mixergy is $500 a year.” And you didn’t mince any words about it.

And in fact, you might even go and say, “That, you know, and our elite class is $1500. When you hear that budget, Nick, you know, what are you feeling?. Is that within reasonable range? Is that something that you could handle? So now you’re working in reverse, which is, you’re giving him numbers but you’re still trying to lose by asking them is the number you gave something that they can handle. Now, buyers are liars. So they will often…you have to read their body language but they’ll often… they won’t just come out and say, “No.” Those are your favorite deals when they say, “No, I can’t afford that.”

But that is something where they won’t often say that. So you do have to watch their body language. But you’ve know put it out there, and I even say a lot of times in this scenario, I’ll say, “You know, if we get past this in the next stage I’ll go put a proposal together for you, and I can put a proposal on there for X price, if that’s what you want. And, again, if they know they’re going to put you out, and make you have to go make a proposal, they will often buckle and tell you, “That, that’s not a good…you know, that price is high, they were looking at other stuff, etc.” So that’s one method.

The other method is to ask them what they… range wise… you go through, instead of telling them what your price costs. If you’re trying to basically maximize the value of your budget talks, you would say something like, “You know, would you pay…?” and this doesn’t quite work for Mixergy, it does work [??], but you would say, “You know colleges cost $40,000 a year, would you pay for an education in entrepreneurs or [??] something like that. Would you pay $2,500 a year for an all-access pass to so-and-so.”

You’re picking a price range that you know you can beat, and this creates a small psychological win for you. It’s a small little technique, but basically what you’re doing in the budget area is since they’re already nervous about talking about it you’re creating an area where you know if something is more expensive than you or something that has a perceived higher cost and then yours can come in there and you say, typically our stuff is X, Y and Z.

Again, I always say you want to go back into talking about what your stuff costs so that you can watch to whether or not this is something they can afford. Does that make sense?

Andrew: It does. OK. So what’s next here?

Nick: All right. So you come down here and it is important, I was going to say, you make a lot of money. The other thing I was going to tell you is when you’re winning business you can win business for again, the credibility or the notoriety and you can also make your money up on the other ones. I was talking about AppSumo is interesting.

They do something where they’ll have a really marquis product that they’ll give away for a really low price or free, but they’ll make more money on a subsequent product, the same thing with Groupon. When you’re doing your sales again, being in control of the budget area you may decide to do that where you find that having a marquis client is worth giving some stuff away versus you make more money on your core [??] and that’s how you basically balance out your margins.

So anyway, this is the one where the rubber meets the road. This is the final closure. A lot of people will ask for a timeline upfront and you always want to ask for it last. You always ask, you say when were you looking to get moving on this? The issue is that right now you’re trying to get a gauge of whether or not it’s immediate or if it’s long term and that’s one of the things I do. I personally say if they’re not going to decide within a month then again, I’m not going to make a proposal. I’m going to put them into my CRM for follow-up.

Andrew: Now we’ve already talked about the price, we know their needs, we’ve talked to the decision maker and we know their price. We’ve talked about it. Have we decided on the price yet?

Nick: Yeah, I was going to say, you’ve got them to confirm that they either give you the budget or the price that you told them is reasonable.

Andrew: OK. So you’re not locking it in yet, you’re just understanding that the budget that you have in mind is reasonable, then gateway number 4 is you say, how much time do you need to make this decision or you give them a time for the decision.

Nick: What’s really beautiful actually is what you just did. You’re doing it because you’re a good host, but you actually keep closing the deal when you say that. You just said, we made it through gateway number one, we’re an awesome fit. It sounds like you’re going to be the one making the decision and that’s going to be some stuff that you’re handling.

The last thing is, is that the budget seems like it’s well within reason, so there’s really no reason for us not to work together, so now when do you want to get started? When do you think you’re going to move forward on this? This is it man, this is it. Again, this is the last stage where you want it to die.

Andrew: I’m sorry, but I’m not following. I want to make sure that I understand this right. Are you imposing a deadline? Are you asking them for a deadline?

Nick: You’re asking them.

Andrew: You’re asking them.

Nick: Yeah.

Andrew: When do we lock this in, so how much time do you need to make a decision?

Nick: What they’re going to communicate now, they’re going to communicate whether or not they’re making a decision immediately and this is when the close is happening or they’re going to communicate if this decision is going to happen at another point in time.

So for you to make a proposal now for a decision that’s not going to be made until the beginning of the year, you’ve wasted time, you’re going to have to reopen up this account, etc., and do all this stuff and so what I say is if the decision is not going to be made, and for me it’s within a month, then now what I do is I say, man that’s awesome Andrew, I’m glad that you were telling me that you guys were going to get started the beginning of the year.

Why don’t we do this? Why don’t we reconnect January 1st and regroup. Make sure that you’re still having the same needs and make sure that again, everything is still kosher and then let’s talk more about how we get started then. Can I follow up then?

Andrew: I see.

Nick: Again what’s so funny is again, if I’m not describing this conversation I could’ve gotten through all four of these gateways in 20 minutes and what I didn’t do is make a proposal, what I didn’t do is follow up with you week after week after week wondering if you’re going to green light my proposal.

Andrew: And keep coming across as needy, keep coming across as desperate and keep telling them that you don’t have better things to do.

Nick: And here’s what’s awesome, there will be people who say, well wait a minute Nick. I need you to send me a proposal. This is awesome, this is deadly. I mean, I want to send you a proposal, but doesn’t it make sense to wait until you get closer to a decision point? I mean, if you guys are very close to making it now that’s good, but doesn’t it make sense to make it later so we can basically make sure that everything is good. What I don’t want to do is give you something that’s stale.

Andrew: What about if they say, we’re going to make a decision within a week? What do we do next?

Nick: This is awesome. At this point now what you’ve gone through is you have gone through the three other gateways and so now that they say they’re going to get started what you often do is you just ask. You say, I’ve gone through these four things. It sounds like we’re a perfect fit. Can you see any reason why we wouldn’t work together?

You’ll see that in lots of sales books, it’s basically the fourth close, but this one it works so much cleaner. It’s not smarmy. You’re literally asking a question because you should be incredulous. You should be shocked if they say, yeah I’m still not sure.

Andrew: I see.

Nick: But even for you Andrew, if you’re closing me you say, Nick I know we have all the stuff that you need. I know that you’ve already said that you spend way more than $500 a year on other training. You said that you’re going to start your business in September man, why don’t we get started? Why don’t I go ahead and get and then there’s the close.

Andrew: I can imagine what I would say in that situation. I’d say, you know, I probably need to talk to a few other people. Not within the organization because at this point it’s me and David and you’ve already talked to both of us, but I should talk to a few other companies that might be able to help us out and then within a week we’ll probably make a decision.

Nick: So there’s two things and that’s fine, but if I had done the stages right as we already talked about, this would rarely come up in the very end because I asked you earlier how you were going to go about making the decision.

Andrew: I see. And if earlier if I would’ve told you I’m going to talk to three other companies what would you have done at that point?

Nick: That’s where I go back to I should know the companies you’re going to talk to, I should ask who you’re going to talk to, I can even give you companies to talk to.

Andrew: And what if I say I’m going to look into them and I’ll know within a week.

Nick: Again, you’re working through removing these barriers and finding the pain and pleasure so I go back to you and say, when you’re exploring with these other companies, how are you going to make that decision? What’s the final thing that’s going to be the most important thing? That’s where I go back into trying to dive into tell me how this decision process is going to be made?

A lot of simplified sales systems are telling you you’re trying to find out who the decision maker is, but really in a true close what you’re trying to do is figure out what the decision process is going to be. It’s fine if you brought that up in the end. You now can go back to stage two and ask and what I would often tell you is that if that’s the case I would move the deal in my mind all the way back to stage two and know that basically that right now it’s not a very likely deal to close.

Andrew: I see. So if it’s not a likely deal to close you don’t want to close it. You want to give me time to go and talk to other people, but you come back just before it’s time for me to make a decision, that’s when you close me.

Nick: That’s what I hope to use. You summed it up perfectly. You now know, and you did it subconsciously, you now know after going through this, you avoided making a proposal. You did an excellent circle round close, meaning that you’re going to circle back and you will get the last word compared to your competition because you knew you were at stage two and you had to get through all four stages to put the proposal together.

You did it very naturally Andrew. That’s what is so awesome about it is that I would do exactly what you said. I would say, I want you to meet with them. Here are three vendors you can check out. I can turn their strengths into weaknesses and I say check them out and why don’t we connect next week and if everything is good I’ll put your proposal together for you?

That’s a huge, huge impact in the person’s mind because you’re so confident. You’re helping them, you’re even bringing up your competition. It’s very, very powerful.

Andrew: I see. OK. Let’s close this out with a role playing exercise. We’ll spend about 5 minutes and see if we can compress this 20-minute process into 5 minutes and show people how it’s done from beginning to end. How do you feel about that?

Nick: That’s good. The one last thing I’ll leave you with is a simple forecasting method.

Andrew: Yes. I see it’s up on the screen.

Nick: A simple forecasting method. A lot of sales organizations will make you forecasts. If you’re being forced to do it you’re frustrated because you feel like you’re making stuff up. A very simplistic method to go along with this is every stage is worth 20%.

What this means is if the deal is going to be $10,000, you’ve got through stage one, but they are going to go to committee, etc., you put in a 20% probability that that deal is going to close and now that deal in your aggregate pipeline is only worth $2000.

Andrew: I see. OK.

Nick: You have another deal that you’ve gotten through and they got all the way to the point where they say, man you’re awesome Andrew. Yes, I’m going to be making a decision this next week. Your budget looks great. Send me a proposal. That’s only 80%. You can’t really get higher than 80%.

Andrew: OK. All right. I see how that’s done. Let’s try it. How about we do this. I am a… What am I? What are you? I am selling you on creating your iPhone app. The first step is to match need to value. You want to bring up the questions? I’ll start asking you a few questions and we’ll see if I can figure it out.

Nick: OK. Let me give you a contact. Remember, you’re closing, not pitching. One thing that I didn’t tell your audience, I think this is important, is you set up these meetings only when there is an interest. Andrew, you probably have a section on prospecting, cold-calling/hustling up business. Remember, it’s a very important part is that you cannot close if someone doesn’t want to talk to you.

That is very important. You can build rapport and you can take him down a path when you are in a comfortable, casual environment where both people are mutually supposed to be there. It is very important. I want to make sure your audience doesn’t basically get on cold-calls tomorrow and start trying to do this. It won’t work.

Closing is after you have done an appropriate prospecting technique and the person has shown interest to do it. Going back to what you said…

Andrew: Ah. I see. OK.

Nick: So it is very important. Setting context for this; I want an iPhone app. What has happened, it doesn’t matter. You cold-called me, I met you at a party et cetera. You asked if you can come by and talk to me. Let’s roll.

Andrew: OK. Can you scroll down, just so I can see the questions? I have them up on my screen. We might as well let the audience see it too. Where are those questions? OK. I’m still looking here for a question. “Hey, Nick, who’s a target audience for the iPhone app that you’re thinking of creating?

Nick: Let me give you some advice. What I would say Andrew, and I think it’s important, you should set-up the thing. You should say, “Man, I’m so glad you gave me chance to talk.”

Andrew: You what actually? Let’s do it the other way around. I want to pick up on some of these subtle details. How about you’re creating the iPhone app, I’m in the market for Mixergy. I could use an iPhone app. I’ve been considering it. I’m now in the market. I’ve met you at a party and here you are. Ready to close me.

Nick: We will go in there and we’ll start with your course. I’d say, “Man, Andrew, it was awesome. Thank you so much for letting me come out, man. I love your office.” One question I would ask is, “Tell me how you got to start Mixergy.” That is a question that you will see in the notes to the audiences. It is probably the most powerful rapport building question I’ve ever heard. I learned it from a 21-year-old. He always asked that one question.

Andrew: How you started is a rapport… You’re right, actually. It is.

Nick: It is the most powerful and literally, I don’t have to talk about anything else. Other than literally every person I meet I say, “Andrew, man. How did you start Mixergy? It’s awesome.” I will learn more from that one question than anything else.

Andrew: I love it. I love that. OK.

Nick: Let’s assume that you’ve answered your question. Then, I go in there and I say, “Man, you’ve been super successful. Here we are, we are in the last half of the year. You talked about you’ve got some interest in mobile. Kind of walk me through, what are you wanting to get done for the last half of the year?

Andrew: What I need is a way for my audience to just watch or listen or read all of the courses that we offer them. If they are premium members, I want to enable them to watch or read if they prefer transcripts, or just listen if they prefer the audio to all the courses for as long as they are members.

You know, I’m actually selling myself on need for this app.

Nick: Andrew, what I would say is, “Man that is awesome. Let me make sure I understand correctly. What you need because you already have an amazing site. What you need is a way to be where they are, whenever they want you. To really make sure that Mixergy is there to provide that content that they have already paid for, you want to be right there close to them. Is that correct?

Andrew: Yes. Yes. Exactly. They are all using these devices, I want to make it easier for them.

Nick: That’s awesome. That’s one. What else do you want for the last half of the year? Are you looking at growth?

Andrew: I don’t want to get just growth, no. I just want to keep my people happy. I don’t–

Nick: Their retention. Retention is important.

Andrew: Sorry? Retention, right. I don’t want to get sucked into more work. I want to focus on the core product which is these courses. To make sure the content in them is useful. I don’t want to get lost in building out software and going back and forth, adding extra features and making this the greatest thing ever.

I want the sessions and the ideas to be the greatest thing ever, not the software to be the greatest thing ever.

Nick: What is your platform on? What are you currently putting the website on?

Andrew: We are using WordPress and we are using Wistia to publish the videos.

Nick: That’s awesome. It sounds like you really need something that is really easy to manage, really doesn’t put a lot of overhead in the process, and I think that’s great. I’ll talk to that in just a minute, I think you’re going to be really excited about that as well. Then kind of the last thing I want to ask you is [inaudible], how are you going to basically look at this and say, “man, that was awesome”.

Andrew: All right, you know what? That’s a great question. If it’s little to no work for me to do, and it’s very light on features, almost like one step beyond redesigning the website so that it looks better on mobile devices.

Nick: So, to repeat, super easy, a little bit of a brand refresh\stylized design.

Andrew: Not necessarily actually. I think the design isn’t that important.

Nick: OK. So really probably just keep it simple, it would be an extension of the current Mixergy brand, right?

Andrew: Yeah, yeah.

Nick: OK. And going back to the need is that accessibility to always be able to be there. Right?

Andrew: Yeah.

Nick: So, what I like to do, Andrew, when I work with people, first off, we’re excellent in mobile, I’m very proud of what we do, I believe that when it comes down to it, it would be awesome if you and I work together. But, what I do to make sure I take care of your time and my time, is I always walk through kind of four steps, and I call them gateways to see if we should, basically keep talking. So, would you mind running through these with me, do you got a minute?

Andrew: Yeah, I’ve got time, let’s do it.

Nick: The first one is pretty simple, it’s basically the needs that you identified, are we a good fit for. So, what you said was that you need to be accessible. So what I can tell you is, not only do we do I-phone apps, but we also do Android apps, we’re very comfortable at doing tablets, and we’re also very good at doing HTML5, and what all this means is whether you’re drawn into those or not, what it ultimately means is that we’re prepared to be anywhere that your audience is. We’re ready to make sure that the Mixergy content is so easily available, like Evernote, Evernote is an awesome example.

So, our experience in doing cross platform stuff, our experience in basically extending that in lots of different channels, I think, is an awesome fit for you.

Andrew: Nick, I’m glad that you mentioned Android, I know that I’ve got more people who listen and watch on Android than on iPhones, but I always bring up iPhone, because I happen to have an iPhone right here in front of me. Good point, I want to be on everything, whatever they have.

Nick: Because we work with clients that have that need, it’s important for us to bring those best practices to bare and continue to help them. You tell me the goal, what you need is to get close to the customers?

Andrew: Yes.

Nick: That’s what we’re going to solve. It’s not going to come down to being pigeon holed into I-phone or Android, we’re going to solve that goal. So, we’re a great fit, that’s an awesome need, I think that we could really knock that out of the park for you.

The second thing you mentioned was that you really don’t want someone to over-complicate this process.

Andrew: Right.

Nick: You already got awesome content, you have already done a great job with your brand. And so what you really wanting is for someone to focus on making sure it’s accessible everywhere, not trying to build the worlds most amazing iPad app. Is that right?

Andrew: Right, yeah.

Nick: So, I think that’s great. I mean, our team, again, we focus on solving your needs, not pushing individual solutions etc. You know when you’re a hammer everything looks like a nail, and a lot of companies do that. That’s not us, so what I can tell you is that if you work with us, using your brand would be awesome. It’s already a good brand, we can definitely make sure we take care of that. We’re not going to judge success by complication, we’re going to judge success by how many of your people are accessing it now, by some place other than the web.

Andrew: You said there were four steps. What’s the next step, then?

Nick: Well, I was going to say that the last thing I just want to recap. Because you actually said that you need it to be super simple, and the thing I was super excited about was we have actually done a project where we feed content, from WordPress to the mobile.

Andrew: I like to hear that.

Nick: What’s awesome is that we’ve done it, it doesn’t require any extra maintenance on your part, other than clicking that it’s enabled for mobile and it still takes care of your authentication and everything. So, you’re talking about the first step, it sounds like you’re excited. You can probably see from those three things, that probably, we’re a good fit. Did I miss anything?

Andrew: No, that’s everything. That’s it, right there. If we add anymore it will over-complicate it. I like this.

Nick: If that’s the case, then really the next step is simple. I just want to know how are you going to make this decision? I mean you said that it’s important to you, you’ve said that you want to do it the second half of the year, but walk me through how you’re going to make the decision.

Andrew: I’m going to take a look at one other agency, and I don’t even know who yet. I’m going to have to look around for an agency, and then I’m going to consider Onswipe.com as a potential plug-in that would do most of the work for me and I’m going to run the agency in the feature list by a few of my members to make sure that this is what they want.

Nick: First off, that’s very smart to get user feedback. You’re going to talk to another agency. I’m curious as to why you’re going to do that.

Andrew: I feel like it’ll give me a complete picture, so that I can make a complete decision and to balance out my decision-making process.

Nick: No problem. What I’ve got, and I was going to say, I’ll do this after the call. if you don’t already have an agency, I have a good agency that I can send over to you. It’s a firm that does things differently than we do. They focus a lot on good programming and they’re excellent at getting core apps out.

If you want to go with somebody like that, you’d be hard-pressed to beat somebody like that, but if you’re looking, after this iPhone app and you want someone to help morph your mobile strategy to help you grow, because you put it out first, that’s just the first foray. I’m sure you’ll want other things done. I’ll just put it out there that I think we would be a better fit, in that area, because, as a full service agency, we can continue to help. Again, what you want to do is get closer to your users and that is going to be a broader theme than, necessarily, just mobile.

So the other thing that you are talking about was going through this. You [would] want to talk to some users. That’s very smart. What I would encourage you to do is go over two or three questions that you want to ask them, that I’ll send over, so that they…

Andrew: [laughs] That’s great. I would love that.

Nick: At the end of the day, what happens is, the user will give you misinformation. They’re going to tell you that they absolutely want everything that they’ve ever had, blah, blah, blah. So, the issue is, I can give you some questions that will really help you dial that in and I think that’s smart. I think what you are going to find though is they’ll really love and want exactly what you said. You know your users. So, once you figure those two things out, then are you just going to sit down [and go through a] pros and cons list and make a decision?

Andrew: Yes. Exactly. I am going to check out Onswipe.com

Nick: Oh. I meant to tell you. Onswipe is awesome, by the way. Those guys have done a fantastic job. What I will tell you, is that, with Onswipe, if you need a simple quick and easy solution to, basically, get started, it’s great, but if you’re looking for something that is going to withstand load, scalability and is going to provide, not a lag (there’s a lag because it takes [sounds like] two mil five. There is a lag experience)… So, if you need something that’s a little more crisp and clean, that kind of really promotes the brand that you already have, I would recommend doing something native, and that’s where we excel.

Andrew: I see what you’re doing. Right. He talked up the benefits of using Onswipe, which is that it’s quick, but you’ve also brought the issues with them which is that they’re, really, just a re-formatted webpage. It’s not a native experience.

Nick: You got it. So I’d say, ‘That’s awesome. So this is cool. I’ll send them over to you, before we get done. I’ll give you the agency name’, etc.

But, it sounds like, really, if you get past those two situations, and I’m doing this for the sake of the argument, I probably would’ve said ‘Talk to the agency and let’s circle back’. Basically, the last thing I would say is, ‘I feel pretty confident that you’re going to believe that we’re a great fit on the decision side, so tell me a little bit about…’

Andrew: Nick, at this point, because you know that I need to speak to two others and I’m not your last call, you would help me make the decision to go with you, as opposed to the two others, but you wouldn’t try to close me now, you’d say, ‘Let’s come back afterwards’.

Nick: Absolutely. I would say, ‘Let me send you this agency. Let me send you some questions. And let me circle back with you to see some of the answers you got from the questions, and try to help dissect those, and see what your users find to be value, and give you some input as to what that means. I’m in control of this situation.

The issue is that I’m not going to waste time with a proposal and I’m not going to put all my eggs in the basket of waiting for you to let another agency talk through everything, or to shoot down all my points, and/or I’m not going to wait for an agency to get the last word. So I would stop. I would go ahead and schedule it. I would send the stuff over to you and then I would call you whatever day I said I was going to…

Andrew: And that’s when we go to the next step and that’s when we talk about the budget and about the timeline.

Nick: No. That’s what I mean. That’s the other thing that I was going to say. Make sure that when you reengage, you always at gateway one, as a reiteration. You say, ‘The last time we talked,’ that’s why say you should always take notes, ‘it was XY and Z. Have any other needs arisen?’ Because if they go talk to other vendors, nine times out of 10, the vendor is pitching all of their damned features and value, will open up seven or eight other needs that the person needed, which is great, for you, because now all you do is just go through and hammer out how you match all of those additional needs.

But you didn’t go through and just basically spew everything all over him. And so, you get the last word and pitch it very elegantly. So, anyways, what was the last thing I was saying to you? Andrew, what are you right now? You’re talking about once you make (?) in a week you could be ready to pull the trigger. So, budget, what did you set aside this year for the iPhone app?

Andrew: I see. The second meeting, you go through the first stage again. You understand the second stage again, and now it’s time for the budget. We’re on stage number three. I say we’re now looking at spending $5000 to create this app. I’m just tossing out a number.

Nick: OK. So, one thing I would do now, and I’ll do (?), I’ll say, ‘Where did you get that number?’

Andrew: Ah.

Nick: Always ask. If anybody ever gives me a number, I’ll always say, ‘Where did you get that number?’

Andrew: Interesting. Right. I would just say, at this point, ‘I made it up and it’s kind of based on what the other agency would charge.’

Nick: Trying to help you out right now, Andrew, is apps. When you build them native and you want them to be something that is secure, stable, something that is going to be easy to maintain, you’re looking at a minimum investment of $20,000. So, whoever quoted you $5000, I would just tell you to make sure you do your research. Because while that is very low cost, something is different than what I’m telling you very experienced agencies like ours are doing. So I would tell you to do that. So let’s just pause for a minute on that, and assume that I’m right on that; that they’re off-shoring it/they’re basically using an off the shelf thing that may or may not fit well for you. Let’s assume that for a minute and go with mine. $20,000 is the mark. Is that something that if you find out you’re not happy with the $5000 solution that you could afford?

Andrew: No.

Nick: OK. This is good. Because at the end of the day I need to know if we’re a good fit for you or not. Because if you only have $5000, here’s what I’m going to do for you. I’m going to send you a couple of referrals to contractors that I know can do this. And they won’t be able to provide the full service agency, and there are times contractors are finicky. But I can send those to you and make sure you’re taking care of at no cost. I’m trying to lose the deal. I’m trying to build credibility with contractors that I already have in my pocket, because if I send them deals, they bring me deals.

And third, I’m planting a seed that I’m so helpful that you will come back to me, A, the first time you can’t find a contractor; B, the second time a contractor screws you over; or C, when you hang up off the phone and you go, ‘Am I really, really going to risk not working with this company because of $3000.

Andrew: [laughs] Nick, I love this. You know what? You can’t see my face. I can see yours. You’re at a disadvantage. But what you’d be seeing is a beaming face. This is great!

Nick: Yeah. So, the issue is that now if you told me that, I would circle back and I would say, ‘So, $20,000 is where native apps (?). Is $5000 what you have or is that what you want?’ Are you in the middle? Is $10,000 going to be something that you can afford?

Andrew: I guess we could go to $10,000. And by the way, the reason I think it’s great is because we’re role playing here, but psychologically, now I want to please you. Psychologically now I also want to win over the better company. I don’t want to end up with a crappy product that I’ll have to come back to later on.

Nick: That’s right.

Andrew: And I feel like, ‘All right. Nick’s going to help me out. Nick’s a buddy of mine, now.’

Nick: You got it. And it’s funny. I’m not pitching. I’m closing. I am in control and it’s my job to basically let this detour happen at any point I deem important. And if I’m going to kill the deal – the term for your audience, kill the deal, is intense – but at the end of the day, what it really means is that I’m going to get off this ride, and I’m going to do it in a way that always benefits me. It always benefits me.

Andrew: I’ll tell you this, too. Let me say this to the audience. That now I think I get it. Now I understand, too, why you keep saying ‘kill the deal.’ I’ll say this. If you’re not feeling any of this, have somebody else role play with you the way Nick just did with me. Because you’re going to feel it in a way that’s much more powerful than just listening and assuming that you understand the process. Don’t just intellectualize it.

If you’re not feeling it yet, have somebody run it with you where they are closing you. Because I’ll tell you, when they have the attitude of, ‘I’m going to walk away,’ it’s not just a fake, in your face showy attitude. But it is, ‘Hey, if this isn’t a good fit, I’m going to walk away.’ It really has a lot of impact. And when you’re leading me through this process and you’re pulling out needs from me, I wasn’t making up those needs. When you parodied them back to me, I thought, ‘Yeah, I do want that. Yeah, actually, you know what, it’s ridiculous for me not to ‘ Because the one thing that actually that really sold me was when I said that I want it to be simple. When you said simple, that was important to me, that was really powerful.

Nick: So going back into role play here is where I would close it, here’s what I would say, so you can do ten, I’ll tell you what, it sounds like you’re going to stretch to do ten, and if you’re going to stretch, Mixergy is an awesome brand, it is somebody that I would love to have in my portfolio and so I’ll tell you what I’ll do for you.

I’ll stretch as well. I’ll stretch 10K of donated time if you stretch 10K in cash. And what I can tell you we’ll do is, we’ll meet the needs that you need. We’ll make something available everywhere on the iPhone, on the Android, the tablets.

We’ll make it simple, we’ll make it easy, but what I need from you is that if I do that what I’m hoping that you can do for me is that I want you to serve as a reference for me if I do that. So if I cover ten, will you serve as a reference and kind of a marquee client in a portfolio, would you do that?

Andrew: I see that too in the notes that you’re saying, understand that there are other chips that you can play with beyond just cash and time.

Nick: What’s fascinating now is that you’re done, the deal is closed. I closed it, you just said yes, which presupposes that now I’m going to give you 10 grand of value and you’re going to pay me 10 grand in cash.

So that means it’s already done in you. Two, you already said yes, you would help me, which means you’re already invested, and three, I have an interesting technique where I didn’t let you know where my margins were on the product.

We may be so slammed that 20 grand is what we charge to net, $200 an hour, but our cost of goods sold, our break even point is $100 an hour. So I sold the deal, that I still make money on. I got a glowing review/ an evangelist to help me out, and one who now knows they’re going to be actively working in my referral pool when I send people to talk to them.

That’s where I say that resources during the budget stage can trade back and forth. Now, last step, man I appreciate you Andrew, saying you would stretch for me, and I appreciate you serving as a reference because I think that you would be amazing for us, and vice versa. So when do you think we can get started?

Andrew: I think we’re ready to make a decision tomorrow.

Nick: Fantastic, well, I’ll tell you what I’ll do. I’ll put together the proposal because it sounds like we’re ready to start working together. We got through all four gateways, sounds like we’re a perfect match and what I’ll look to do is, send over the legals and why don’t we look at trying to close all the paperwork tomorrow afternoon, and get rocking.

Andrew: I think we can do it, can I make the decision tomorrow morning?

Nick: Oh, sure, what’s the pause for? I don’t mind, I’m not sending it to you until tomorrow, but I’m just curious, I always like to unpack the questions. What do you mean by that?

Andrew: I want to sleep on the decision before I lock it in.

Nick: OK. That’s fine with me I’ll tell you what I’ll do then. Let’s do this, let’s connect early in the morning and if everything still looks good. I’ll rock out the paperwork and we’ll get going. Does that sound good?

Andrew: Yes.

Nick: All right my man, I appreciate it. And that’s it.

Andrew: Nick, this is awesome, this is great. I saw the notes, and by the way, if you’re at this section in the course you should note, all the notes you see up on Nick’s screen, we will give you. There’s so much that we haven’t gone through here that you will see in the notes. I saw them though, until I felt them, it wasn’t the same.

Four steps and understanding that you’re qualifying the customer, that you’re making them come to you and four steps you that can walk them through and keep yourself focused and disciplined, incredibly helpful Nick. I really appreciate you doing this session with us.

Nick: Thanks man, I was going to say, anything that we can do to help you close will have a profound impact on their success.

Andrew: Let’s show everyone your website before we say good bye, one last time so that they see how they could connect with your company.

Nick: I appreciate that, man. I just want to say thank you man, Mixergy’s awesome and I’m excited about [??] content, even myself I was going to say it’s unbelievable to have such a [??] resource to be able to dive into.

Andrew: Nick that means a lot to coming from you. I really appreciate you teaching the course. I got a lot out of this, I look forward to everyone else’s feedback. If you’ve made it his far, you’re someone who’s working like mad for. Let us know what you think, let me know how we did, and what else we can do for you. Thank you all for watching.

 

Master Class: Mobile App Design
Taught by Jen Gordon of Design Boost

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Master Class: Mobile App Design

Time to watch/listen: 50 minutes

About Jen Gordon and Design Boost

Jen’s Site, Design Boost

Jen’s articles on Smashing Magazine

About Jen

Jen’s work on Unbounce

Master Class Toolbox

Get the App Development Questionnaire here

Get the App Monetization Blueprint here

Get the iPad Prototype Template here

Transcript

Andrew: This is a course on successful app creation. Leading the course is Jen Gordon of Tapptics, the company that trains entrepreneurs who want to build killer apps. I’m Andrew Warner of Mixergy.com, where proven founders teach. Jen, do you have an example of what our audience will be able to do at the end of this session?Jen: I do.Andrew: I’m going to take a look.Jen: OK. I do. The app you see here is an application that lingers in the top 100 of photographers and has for the past six or eight months. I have experience with designing apps and also launching apps that have seen quite a bit of success and so the purpose of this class is to show other entrepreneurs the same thing by being very involved in the design process and really planning for an apps success.

Andrew: OK. So what’s the first thing that we need to do as entrepreneurs?

Jen: I’ll switch to another example here and we can kind of talk through this. So first piece of advice I usually give other entrepreneurs is be prepared to be very involved in the design process. I think a lot of times an entrepreneur thinks they can have their idea and then hand it off and it’s ready to go but really the entrepreneur, the idea person, is the one that has the wealth of information about who they intent to target with their application and what the application does for that target audience and ultimately will be the person who maintains the application over time. And so I just like to prepare entrepreneurs that there’s a great sense of ownership that goes along with creating apps.

Andrew: OK. And you and I have gone through this in a pre-interview format and you’ve shown me the process and the part that to me is very encouraging and comforting is there is a process to it and it uses tools that are familiar to me and that anyone can use and we’re actually going to show people the tools that they can use and we’re going to walk them through the process. They don’t have to design it all themselves. They’re going to pass it on to designers, but they’re not going to abdicate when they pass it on to designers and they’re going to know how to think through their app in a way that’s meaningful to designers and give feedback and so on. So, with that, Jen, what’s the first step that we need to take?

Jen: Well, the first step to take is to determine who is your audience. What does your application do and for who? So, I’ll just take this example for Coffeespot. We’ll kind of work through this as an example and then you can take whatever you’re idea is and apply the same concepts to your ideas. So the whole idea is that there are people out there that are wanting to find the closest coffee shop to their current location.

So, whenever you’re thinking about what your application does, it’s not enough to just think about who they are and what their lifestyle, you know, their family life or work scenario is. You really need to give these people a personality, a job, in detail write out who you think your target audience is. And I put together a really simple scenario of what this looks like. For example, we’ve got Bob who is driving to work, it’s his morning commute and he wants to find the closest coffee shop.

We’ve got John, who is in the city for the day and he’s got some time to work at a coffee shop and he wants to find the one that’s closest to him. Then we’ve got Jane who’s at work and wants to buy coffee for some of her co-workers. So these are three distinct use cases and, you know, audiences for this application but they all want the same thing. They want to find the closest coffee shop.

Andrew: By the way, I noticed that you picked some recognizable photos there. Why pick photos and who are these people? Where do you get your photos?

Jen: Good question. I always use photos whenever I’m working through target audience definition. It’s also called defining personas because it helps me give them a life versus I’ll sometimes sketch out like a little profile or something. But that doesn’t really give me anything in my mind to wrap around that name. You know, if I said Bob and there’s just a little illustrated profile, I don’t really feel anything about Bob. I have no compassion for Bob and him wanting to find a coffee shop, you know?

So I go to Google Images, and I’ll just type in someone’s name and a lot of times it’s celebrity images but it does help me kind of put a character to this name. And then I can say OK. Well, he looks like he would be in New York City traveling on business and he wants to find the closest coffee shop. So it’s just a really quick way to go grab an image, give a personality and character to that person, and then explain who your app can help that person.

Andrew: OK.

Jen: That’s all you’re doing. It’s very easy.

Andrew: I can see that. Right. Now you’re building with real people in mind and not with this internal voice that’s telling you what the product should be that could be completely disconnected from the real world.

Jen: Precisely.

Andrew: OK. So that’s the first step. You lay out. Let’s see, what do we have here? I see you’ve described who the person is in a scenario for them. Bob is driving his morning commute on the way to work. What are those four points that you have next to each potential customer group?

Jen: Right. So often what happens when you have an app idea is it gets very confusing, like what screens you want and what order they need to be in and what information needs to be on each screen. There’s a very easy way to weed out all of that clutter that you may have in your mind about what needs to go on what screen and how do I make it flow really nicely. So what happens is whenever you define these little use case scenarios to go with each of your personas, is you’re basically defining what the screens may have on them. OK? So, for example, Bob wants to find a coffee shop and he’s driving to work. That scenario is exactly the same as John’s. He’s also going to work at a coffee shop and he wants to find a location near to him. And even though Jane is already at her work, she still wants to find a shop near her location. So we’ve got one, two, three common goals among these three different people, with these three different occupations, in three different cities, in who knows, three different continents maybe. But you see how that common thread runs between all three scenarios?

Andrew: Yeah.

Jen: So we know that the first screen of this application, whenever they open it, it detects where they are and it displays a list of all the coffee shop locations that are near to each of these three people. Now when you start getting down the path a little farther is where you have to start deciding what stays and what goes. Because their paths start to really change once you hit number three here. So John is actually looking for a coffee shop that has free Wi-fi but Bob’s not looking for free Wi-fi and neither is Jane. She’s got Wi-fi at her office and so does Bob. So they don’t care about that. So I have that marked in red, that that’s probably, that’s a nice to have. That’s not to say that John and hundreds of thousands of other people aren’t also looking for coffee and free Wi-fi but it may not be something that I can afford to do in this version.

Andrew: You know what Jen, I’m sorry to interrupt but I’m really excited about this. I can see how this step would be useful for creating anything. I mean, creating an iPhone app or a website or a web app or anything at all. You want to think through who the potential customers are, give them a face, give them a sense of direction within your product, but then also start to weed out the individual features that would only apply to one person and not to all three. I can see using this throughout my business. All right. I get it.

Jen: Cool.

Andrew: I see this.

Jen: It’s exciting.

Andrew: Yeah it is. You know what? Because, you know what, I often say if you want to be a brain surgeon, it’s not easy. It’s tough. At least there’s a path that you go on. If you want to be an entrepreneur, you have to invent the path and then go charging down it and then if you’re going down the wrong path, if you made a mistake, you have to back up, and go start up again. I like when we get some paths, some sense of direction, some understanding of what to do next so that we can follow it and then maybe shape it to our own interests and our own situation but at least have it to use and follow where it makes sense.

Now, I notice that you are showing it to us here in a really clean way, in a Google doc. How do you feel about showing us the way that you did it for one of your earlier apps? In fact, I think even for this specific app.

Jen: I did clean this up a bit to make it a little more understandable and clear. I’ll show you quickly. How a lot of my projects start is pretty much what you are seeing right here. What you are seeing right here is, for me personally, not everybody has this method of brainstorming and sort of solving problems.

For me, I prefer to stay away from the computer in the beginning phases of brainstorming ideas and people and use cases and that sort of stuff. I just draw it out on paper. Ideally, here, I’ve cut out a picture of someone and pasted it on there. This actual scenario is for an application called Doodle Bright. The application was basically a LiteBrite for the iPad.

It had two distinct audiences, parents and kids. If you can imagine, how am I going to create an app that is compelling for a child but then also, doesn’t bore an adult? These are problems you are trying to sort through in this process, too. Anyway. Basically, it starts out in this format of sketching out the use cases.

I don’t want to jump too far ahead. I kind of stay in this sketching mode until I can get a flow, somewhat defined. Then I’ll jump back to this as well. Just to show you another method, this is my preferred method. Another way you can do it-

Andrew: Before you finish that sentence, where do you get that pad of paper? The one that looks like an iPad so that you can sketch your mobile app on it?

Jen: It’s an 8-1/2 x 11 piece of paper that I just printed out that has an iPad on it.

Andrew: OK. Do you have that template somewhere that we can give to our audience?

Jen: Yes. Sure. I’ll send it to you.

Andrew: So that they just print it out at home and they draw right on it. Oh, that’s cool.

Jen: Exactly right. Yes. Don’t have to buy any fancy pad or anything like that. I mean, it’s just really simple. You don’t have to have the proportions exact, as far as the exact size of the iPad. As long as you are getting the idea in your own mind. Really, where things start to get fine tuned, is whenever the designer takes your sketches and puts them into Photoshop.

They don’t have to be perfect but they do kind of have to illustrate what goes on the screen and then what’s the order of the screens.

Andrew: OK. I see. All right. You were about to show an alternative way of doing things and I interrupted.

Jen: Just for different brains, you know. If you wanted to go electronic with it, I can show them an example of iPlots.

Andrew: Yes, let’s take a look at iPlots. It is going to come up a bunch of times. Is your next step to put it… In fact, let’s show it on iPlots while I ask this question. Is your next step to put it on iPlots and to wire frame it or do you do something else first?

Jen: Let me run through the fourth example here, this will kind of clarify too what the next steps are. Whenever I’m going through these scenarios and I see there is a common thread between all three audiences, I sketch that up as a screen. I know that’s going to be a screen. The next one, there is all three scenarios, including getting directions. That’s a screen. Then, I know that the user wants directions.

Here, he also wants to email a friend the shop address so that he can have a friend meet him there. She wants to call the shop and place an order. Directions to the shop, the phone number for the shop and then emailing the shop’s information should all be doable on the detail screen for each coffee shop.

Andrew: I see.

Jen: When you go into the detail for that coffee shop. So, I’ve defined sort of what I think goes on those screens. And in this scenario I would start actually sketching out each screen and then putting it in order like this. So this is my kind of, you know….

Andrew: Ahhh yeah.

Jen: You know, manual process that’s off line and I’m just kind of, I’m trying to think about. It just frees up my brain more whenever I’m not in front of my computer. It gives me some space to not feel confined by any kind of UI elements or whatever, which I’ll show you next in iPlots.

Andrew: By the way I’m noticing that one of those layers is actually a stack of pages, is that right?

Jen: Yes that’s right. So another thing I like about going to paper is it’s just so quick to iterate. That’s another thing an entrepreneur needs to know about this process is it’s very iterative in the design portion. You’re constantly going back and forth even if it’s just with you and your business partner or you internally in your mind, about what how a screen should lay out in the order of things. Should the mapping feature be ahead of the phone number or should the phone number be ahead of the mapping feature?

Andrew: Yeah.

Jen: So like that one stack there that I made that had three or four sketches underneath that that were not working. And so that’s why I like the paper. I can quickly say ink, that’s not working, resketch is and then keep moving and then I can kind of move them around. This, it’s just my process.

Andrew: What do you do with the paper after this?

Jen: Well, I save it. But unfortunately I just moved so I have all this stuff in a box somewhere, I’m just not sure where it’s at right now.

Andrew: And so you have a record of the thought process that went into each item.

Jen: Yeah, yeah.

Andrew: Now I also understand that you take the paper and you show it to potential users and you have them act with that paper the way they might act with the finished app.

Jen: Exactly. So, at this point before I get into photoshop and before any entrepreneur gets their designer into photoshop, you have to do some paper prototyping with, you know, someone preferably that doesn’t know a lot about the project. So, a neighbor, a friend, your mom, whatever. Have them come in and describe to them, okay, your name is Bob, you’re driving to work, you want to find a coffee shop, you’re on the highway and you have to get into the city to get to this coffee shop.

So and then they will look at your screens, your papers, and you know just give them a pencil and just see where they tap on the screen to get to where they need to go. You know, to play out that scenario. And you’ll start to see where there may be some holes in either the screen, what’s on the screen itself, something that’s missing. Or you may see that maybe the screens are out of order. That kind of thing. There’s just things start to reveal themselves whenever you see other people looking at what you’ve created that you think makes perfect sense.

And I’ll say too, the longer you do it you do get better and so it’s. I would just tell people, don’t be discouraged if people look at your sketches and they’re like, well I wanted to do this or that. And it just, you know, it takes a couple of tries. But when you’re on paper it’s not a big deal to go back and say, okay, I’ve got to redo that screen.

Andrew: Okay, all right. So then what’s the next step?

Jen: Well, so the next step is I’m going to show you an example of whenever I’m working with clients I take my sketches and I put them into a tool called iPlots. And it’s a really easy to use wire framing tool basically. And I’ll show you a finished version really quick and then I’ll show you how easy it is to create your own little mockup.

Andrew: Okay, yeah, that’s a great idea.

Jen: So….

Andrew: This is the one that I jumped the gun on earlier. I wanted to show iPlots so badly because the way that you use it is really interesting.

Jen: Yeah, you see…

Andrew: You might have to exit out of full screen on that last window. Probably right there underneath your Google doc.

Jen: All right, let’s see. Okay, here it is. All right, so, what’s great about iPlots is you, anybody can get in here and build like a little mock up of an iPhone. It’s super easy, I’ll show you how to do it in a second. But what’s even better is if you’re collaborating with a designer or with your business partner or whoever, you can actually make notes about different screens and chat back and forth about a screen. So for example, here I submitted these screens to my client. And here he said, maybe put the name to the right of the button in smaller text. And he’s like, you know, another note he had was make the select store become a change button after they enter a school

So, basically this chat allows you to talk about interaction design, the layout of the screen, and when you make a change you can go back into this chat and say, I addressed this and that and then you can chat about that change. So it’s just like an archive of your conversation about a particular screen. It’s really cool.

Andrew: Yeah it is. Especially that you’re not going to be the only one designing this. You’re going to have an idea, you’re going to want feedback, you’re going to work with remote workers, remote designers. This back and forth that’s so directly related to the features you’re talking about and easy to connect, it’s wonderful. And of course that’s just the collaboration. It’s also a great way to take what you’ve written on what you’ve sketched out and make it look more mobile, more iPhone like or Android like. So, you were going to show us how to do this from the beginning.

Jen: Yes, okay, so I think there’s also a trial with this. I’m not sure if you actually subscribe to use it, but even still the subscription’s very affordable. So once you create your account you basically, you know you just click on create a new project. And then tap on that project and hit wire frame. Okay, so what you want to do is just make sure under the components tab here that iPhone and iPad is selected.

Andrew: Yup. And I see Android is also an option. I know a lot of people in the audience have Androids. I want them to know that we’re aware of them and that we’re here to help them too.

Jen: Yes, absolutely.

Andrew: But, we can stick with the iPhone because that’s what the app that we showed in the beginning is about. The same ideas apply. Android’s in there and so are web apps.

Jen: Exactly, exactly. So what you’ll want to do first is just drag your iPhone onto the canvas. And what you’ll do, just kind of go through and you can get familiar with the different controls. For example here’s the application title bar. That’s pretty common element.

And you can just kind of go through and see what the various buttons and title bar and this and that. Got a little button here. And then you can go in and change the color, so, we want that. No. Keep it black actually. Let’s see there’s a navigation bar. Well, that’s not the one we want. But if you don’t, if you pick out one and it’s not the right one you just highlight it and hit delete. It’s just really easy to use this tool.

Andrew: Okay.

Jen: So, it’s pretty simple. I can go through and build out a whole interface, but you kind of get the idea.

Andrew: Yeah, it is kind of fun. It’s almost like an artistic activity that I can get lost in.

Jen: Oh yeah, totally, totally. There’s one thing though. If you want to add a call out they’ve got a way to do that and then you just double tap on it. You type in the little annotation there and so it’s pretty easy to go in and create notes and create the whole chat and that sort of thing. So highly recommend iPlots.

Andrew: I love it, I like it. This is great, okay. And we wanted to show people from beginning to end how to even create a project and put that canvas of the iPhone on there and put the buttons on there. All very doable. All gets you a step closer. And all makes it easier for the people working with you to see your vision and act on that vision an then give you feedback and listen to your feedback on the process as you go through.

Jen: Exactly. Because that can be a really, you know, difficult thing to do whenever an app especially has a lot of moving parts. The communications can get kind of crazy. This is a way to really keep things organized and succinct.

Andrew: All right, so now you’ve gone through, you’ve created the full wire frame. I guess the next step is to find a designer, right?

Jen: Yeah, the next step is to find a designer. We kind of went through this a little earlier but to find designers, I recommend people go to (?). Some of the world’s finest designers out there post their work on Dribbble. It’s kind of a Twitter for designers, basically. But it’s a site that’s kind of curated in a way. You have to be drafted to get in. So it’s sort of an elite group of designers that you’ll find here. But if you go to Dribbble.com, it’s got three b’s in the middle, and just go to the search box and type in iPhone and you’ll start seeing designers that are focusing on iPhone interface design.

So, for example, this guy here, let’s see what he’s up to. So if you like a designer’s work you may, you know, click on their name and see the variety of work that they’re doing. It looks like he’s got a lot of iPhone stuff going on. And then to contact them, just click on either their web address or maybe their Twitter, contact them through Twitter. But here, you can see right here, he’s got his e-mail and his number posted at the bottom of his portfolio. So Dribbble’s a great place to find designers, designers that are cutting edge in doing more mobile stuff. You’re going to find more high-quality mobile people here.

Andrew: Yeah, the work there is beautiful. And like you said, it’s Dribbble.com.

Jen: B-B-B-L-E. Exactly.

Andrew: Triple B L- E.com. So you take it to the designer. They go through and they give you what? What do you want to see back from a designer so that you can work with it and iterate together?

Jen: OK. So, when you’re working with a designer, again, the iterative process continues. So you’ve got your screens defined for the most part but, and I’ll jump into an actual file here to show you sort of what a designer’s world looks like. So this is for an application that’s actually an application to peruse people who are new on Dribbble. And I called it rookies, but in designing this application, what I do is create the screens and then I put them on my device so that I can actually see what they look like.

So when you’re working with your designer, what you want to make clear is that in the process of approvals and going back and forth that the deliverable to you as an entrepreneur is screens, and screens that you can load onto your phone. And there’s a couple of ways to do it. If you have a Mac, you can take those screens and sync them in iPhoto. If you don’t have a Mac, just have them send them to you on your iPhone or iPod Touch via email and you can save the image from the email into your photos application and look at them that way.

Andrew: And I think when you plug into a PC, the PC automatically gives you the ability to sync pictures back and forth. In some ways on a PC, from what I remember, it’s even easier than on a Mac.

Jen: Oh really?

Andrew: Yeah.

Jen: That’s good!

Andrew: I think from what I remember. I use my Mac as the main computer but I have a PC at home and I think from what I remember when I plug in, I can just drag and drop pictures back and forth, which is so insanely easy compared to what we have to do here.

Jen: Oh it is. Yeah. Having to go through iPhoto, that’s a pain.

Andrew: I know.

Jen: So that’s good to know.

Andrew: So the basic idea though is you want it to be each screen to be a photo that you can show on a screen and see on a screen for yourself as if it was a working app.

Jen: Exactly.

Andrew: So the photo of the home screen, the photo of the next screen when you click a button and so on. Why? Why do you want to see it there instead of looking at it here on a big screen the way you and I are doing?

Jen: Right. Well, you’d think, you know, bigger, better. I can see more detail but what happens when you’re looking at the screens on a computer screen is proportions of various elements are distorted. Distorted is probably not the best word but are not true to life. So what you want to have is the real screens on your actual device for a couple reasons. Number one, the color settings on your device, whether it’s an iPhone or iPad, iPod Touch, even Android, you can get a better feel for color when you’re looking at it on the actual device then on your computer monitor, whether it’s a PC, Mac, or whatever. Number two. The proportions of what they call tappable targets whether it’s a button or an icon or you know just like in this case just an image that you need to tap, you can get a better feel for, is that tappable target big enough or is it too close to another tappable target? There’s something called tap confusion. And tap confusion is when you’ve got two tappable targets that are too close together.

Andrew: I see it in some well known apps. I think even my Kindle app has that. I try to select and, what is it, it’s something about the select with them that doesn’t work very well. And so you’re saying you see it here and you touch it, you play with it, and you get a better sense of when the targets are too close, when the colors aren’t right and so on.

And you gave an example when you and I talked before about how sometimes buttons, when you see them on the actual device, you can understand that maybe my finger, I’ve got small fingers, would work for it. But a bigger guy’s fingers would press both buttons at the same time. And the way to see it is to have it on the device and have someone press a button. You’re basically if I’m understanding you right, Jen, you’re going right back to what you did before with the piece of paper, talking to new people and saying, show me how you would interact with this, and watching them.

Jen: Exactly right, exactly right, exactly right.

Andrew: Okay, so this is beautiful. What’s the next step?

Jen: Well, so there’s a back and forth that happens between you as the entrepreneur and your designer. And once the design has been refined and tested among yourself and your team and other people that aren’t related to the project, the designer basically compiles all of these design files and prepares them for your developer. I want to point something out that’s important that we didn’t touch on earlier.

The developer you’re going to use for your project needs to have, you need to have some kind of consulting with the developer early on in the process of designing the app. I’m sorry for not bringing this up earlier, but from a technology standpoint it may not be that what you’re proposing isn’t technologically feasible but there may be some technology considerations that affect the design.

And I’ll give you a quick example. So, if you’ve ever played with an application that has a long list of data, whatever that data may be, you may notice some applications request that you hit a button to load more posts, okay. So there’s a little persnickety thing that in IOS now anyway, it may change later, but, whenever you’re loading a long list of data it just takes a while to populate this list. So if you didn’t talk to a developer and know that ahead of time, your designer probably wouldn’t know to, number one either design some kind of, there’s two ways to handle it. You can ask the user to load more posts or you can have that data loaded in automatically, but, it’s going to lag. And then if you don’t have any kind of little progress wheel or something that tells the user, hey, hang tight, the information is coming, they’re going to be kind of waiting around like, hey where’s this information. You know, I’m scrolling but nothing’s happening. My point is it’s important to have a developer consulting with you.

Andrew: What are you asking them along the way? Are you showing them the sketches or the wire frames that you make? Are you showing them these pictures? And what do you ask them as you’re showing it to them?

Jen: So, once you have the use case scenarios drawn out, that should be enough information for a developer to look at and identify. If you’ve got any design considerations from a technology standpoint, or if there’s anything you’re proposing that just isn’t possible. So you’re asking them basically, look at this idea, look at who we’re targeting and what problem we’re trying to solve, and how we’re trying to solve it. And are there any technology considerations that we need to address now from a design perspective.

Andrew: OK. We have done other sessions about how to find developers. We should touch on it here. Where would you suggest that our audience find their developers if they’re looking to outsource them?

Jen: I recommend a personal reference from someone you know first.

Andrew: OK.

Jen: That would be my first place I recommend that people go. Before even taking a recommendation from a developer that says, ” Here are my references.” I would always try to talk to somebody who has actually worked with this person and you know this is a reliable source. I emphasize this only because your developer that you hire to create this application can make or break the project, basically.

Their communication style, there are so many different things that go into hiring the right person for any job but especially for such a key part of what will be your business, this application.

Andrew: Is there a website like [Dribble] that you recommend, too?

Jen: There’s not. I’ll show where I do recommend.

Andrew: Oh, cool. Yes, I’d love to see it.

Jen: Yes. There’s a Google group that Erica Sadun, she’s a writer for the unofficial Apple Weblog. I’m not sure this is it though. I think it’s [??] SDK. Actually. Let’s see. She started this Google group. Yes, this is it. It’s groups.google.com/group/iphoneSDK. This is one place where developers hang out to talk about designing, pardon me, developing in particular, iPhone apps.

The people who hang out in this group also do other mobile development.

Andrew: OK.

Jen: This is one place I recommend. Another is–

Andrew: If I see someone in there, do I just contact him or her and say, “I’m looking for a developer can I see some of your past work, is this a project you’re interested in?

Jen: Right. What I normally do is, I just post a job to the discussion board and say, “I have a project that is…” You want to tell them a little bit about the idea. Not more than you are comfortable with but you need to identify the minimum, whether it is a game or a utility.

Andrew: I see.

Jen: Those are two separate skill sets from a programming standpoint, usually.

Andrew: OK.

Jen: You just want to kind of get an idea of when people respond, look at their portfolio, ask for references. It’s worth the time that it takes to ask for that information.

Andrew: OK.

Jen: One other place to look is in the app store, actually. If you’re looking for a developer to develop a specific type of app, search for that kind of app in the app store. If you come across another entrepreneur, say, “Hey, who did you use to develop you’re app?” Or if it’s another developer and it’s not a conflict of interest, say, “Hey, I’ve got an app that does something similar, are you taking projects?”

Andrew: I’m hearing that a lot. I would never of thought that that would be an OK thing to do.

Jen: I tell you, just finding the right person is still not an easy task. I’ve used all sorts of methods to find good people. Another site to check is this theymakeapps.com. It’s just theymakeapps.com. Here you can look through and see different types of apps and maybe find one that is doing a similar thing.

Basically, if you are developing or want to develop a utility and you see a developer that can handle doing a utility, chances are they are going to be able to do whatever it is that you need them to do. It’s whenever you start wanting to do multiplayer games and like a Tiny Wings or an Angry Birds or that kind of thing where the skill set is pretty specialized.

You just need to be very specific. Cite other games, “Hey, I want to create another Angry Birds.” or, “I want to create another Cut the Rope-type of game.” And the right people will respond to your ad.

Andrew: OK. All right, so where were we with the design? We showed the design to people on our iPhones, Android devices, iPads, whatever mobile product we’re building for. They gave us some feedback. We go back to our wire frame and we add notes about it for our designer. The designer makes adjustments and sends it back to us. How many times do you go back and forth with the designer? What’s a normal amount of feedback to give and adjustments to get in return?

Jen: Typically the back and forth will be, for each major drop or set of mock-ups, usually no more than three.

Andrew: Three back. OK.

Jen: Two to three. You know, that’s about the average. Really the more sketching and drawing out the flows that you’ve done prior, the less iteration happens when the designer gets into Photoshop.

Andrew: OK. All right, so now what’s the next step after we’ve done that?

Jen: Well, so, you have contacted your developer. They have given you the OK, that technology wise everything’s in good shape. I’ll insert here a little note about what happens when you don’t consult from a technology standpoint ahead of time. So, as we saw in this example back here, there’s certain functionality that, like for example, John wanted to have free Wi-fi. OK? Well, it may not be a good fit for this version of the app but let’s say we come across somebody who has a database of coffee shops that have Wi-fi.

Andrew: I see.

Jen: And so you decide, OK, that’ll be version two. Well, but let’s say the interface you designed did not account for that technology to ever be implemented. Well, you know, when you’re not trying to think ahead of what technology you might want to integrate later, you often wind up either at a minimum, redesigning, or at worst, you’re having to also do a lot of extra development work. So, you know, whenever you’re working with your designer or developer, it’s always a good idea to show them how the app might scale in, you know, and maybe even the timing of that scaling.

So, these are just little conversations that you’ll have with your designer and developer along the way. Essentially that’s the process from start to finish. And what I did was I pulled together a document that basically takes this whole conversation we just had and boils it down into a Q & A that any entrepreneur can go through and ask themselves these questions. Answer the questions and literally email this document to any designer or designer/developer team and say, hey, this is my idea, this is who it’s for, this is what it does. You know, let’s get started.

Andrew: I see. All right, so let’s take a look, this is the document that we can give out to our audience right now, right?

Jen: Mm-hmm.

Andrew: OK. So they’ll get this with their course. What are some questions that we should be especially aware of?

Jen: I think something that always causes a project to stall is whenever you have an existing business or brand or product or service that already has a lot of branding and assets, graphical assets, and that sort of thing designed. Like you’ve already got this archive of design assets, maybe even a style guide, and it’s a bunch of different places or you’re not sure what you want to use and what you don’t want to use.

So, what happens often is, one of the first questions in here is, are you working with an existing brand or an extension of an existing web product. So one of the things that can save you a lot of time and kind of keep the project moving along quickly is if you have all those assets literally all compiled in a zip file ready to send off to your designer along with this document. That is a huge time saver because…

Andrew: I see. Why? Why does a designer need to know that I already have a website. If I have Mixergy.com up and running with courses and I want to create an iPhone app for it, why is it important to tell them that I have this website, too?

Jen: If the application, let’s say you are creating an iPhone application that allows people to watch these classes on their iPhone, you want for there to be some synergy branding-wise from website to your iPhone app, to iPad app, to any other extension of this flagship product Mixergy. That is the main thing. You basically want to make sure that everything is consistent and you are reinforcing your brand among multiple products.

Andrew: I see. So, the look is consistent and so on.

Jen: Exactly.

Andrew: OK. What other questions? Can you point out maybe two other questions we should be especially aware of when we get this document in our hands?

Jen: Sure. Here’s a good one. A lot of entrepreneurs that I talk to, myself included, get very excited about their ideas. What happens in that scenario is that it’s great to get excited about ideas. I love ideas. I love to execute ideas. But often, what I see, is they are so excited that the project is rushed. There is not a step back to figure out, “OK. What are my business objectives here, exactly? “This is a cool idea. I think these people are going to like it. I think it’s going to do this for this audience. Hey, it’s a no brainer.”

Well, maybe and maybe not. That’s the thing. Stepping back for a minute and thinking about what kind of monetization strategy you have. If this is a product that complements a web product, how does this play into business objectives you have for the core product. I’ll kind of dove-tail this. Whenever you’re thinking about business objectives, often, it’s some sort of monetization plan.

Some apps are a branding exercise but most people are looking to make it a profitable endeavor.

Andrew: You’re taking a look at, I think you’re pointing to the question discuss your long term and short term goals. You are telling us, to not just try to create an app because that is the cool thing to do. Think about what are we trying to do? Are we trying to get more people’s email addresses? Are we trying to get more people to buy with it? Are we trying to get more people to come to our website? Are we trying to get them to just watch or sample a course?

OK. This we are communicating to our designers and our developers as we are handing the project to them.

Jen: Precisely.

Andrew: How are you going to measure success in your application, with your application, the one you just showed us, the one about the coffee shop app? How do you measure success? Is it paid downloads, is it something else?

Jen: Primarily, it’s I’m looking at my costs and my revenue for that particular application.

Andrew: I see. You want paid downloads. You’re trying to see… OK. Got it.

Jen: Mm-hmm. Exactly. I’ll say from a monetization standpoint, there is another document that I will share with your viewers I don’t have pulled up right now. It’s basically an app monetization worksheet. It would dove-tail this nicely. I’m just now thinking of this.

A key part that also goes into the design that’s very important to the design, figuring out if your strategy is to monetize, be profitable just through pure paid downloads or advertising or internet purchases, whatever it is.

You have to have two strategies or plan for two strategies.

Andrew: What are the two strategies?

Jen: You can choose what strategies you want. The selection is: the straight pay download, $0.99, $1.99, whatever that number is. It could be an advertising model where you’re running ads and people are tapping on the ads and you’re generating revenue that way. It could internet purchase which in the case of the very first app I showed you, Celebrity Mash-up, the app is free but then there are photo packs that are $.99 a piece that you can download. That’s an example of an in-app purchase. Another one that I just saw, which was kind of interesting, I think it’s a zoo that has a penguin exhibit, and the app is free but you can send a short code text to donate $5 and it has a link inside the application where you send the shortcut text and it charges your phone bill $5 and it donates $5 to the zoo.

Andrew: I’m surprised Apple allows that.

Jen: I know. Right? Well, there’s all kind of things to think about.

Andrew: I would love to include with the package that we give everyone here and we’re going to include this document right here. We talked about target audience. The idea of creating persona is the way you showed in the beginning is insanely helpful. One more thing, Let’s take a look at your website one more time. If anyone wants more information or if they want to learn more. Tapptics.com. You’ve got 300 customizable icons, design templates galore, dozen of design tutorials, the icons are for what?

Jen: For your application icon. If you think about when you first hit the app store, weather it’s on your phone or on your computer, the first thing you see just a huge grid of icons. And so I just notice that there’s a lot of people who don’t pay enough attention to that and understand why it’s important. And so I’ve got tons of application icons that are pre-designed that you can just go and just put your logo or a little piece of text or whatever right on it. All these design falls are just meant to save your designer a lot of time. Or your developer. A lot of developers use these files as well to design good looking apps to.

Andrew: Well thanks so much for leading us through this course. I appreciate it, Jen.

Jen: It’s been my pleasure,

Andrew: Thank you all for watching and we look forward to seeing the results. Keep sending them in to us, to me. I’m Andrew@mixergy.com. And Jen, you got your contact information right there on your website at Tapptics. I see it right at the top.

Jen: Sure do. Just shoot me an email with any questions.

Master Class: Customer Targeting
Taught by Cindy Alvarez of KISSmetrics

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Master Class: Customer Targeting

Time to watch/listen: 80 minutes

About Cindy Alvarez and KISSmetrics

Cindy’s blog

KISSmetrics blog

KISSmetrics

Master Class Toolbox

Get the Fantastic Four questions here

Get your sample profile here

Get your phone call solicitation script there

The notes Andrew and Cindy used

Transcript

Andrew: This session is about identifying your target customer. We’ll be led by Cindy Alvarez, Product Manager at KISSmetrics which helps you identify, understand and improve the metrics that drive your business. I’m Andrew Warner, I’m the founder of Mixergy.com where proven founders teach and I’ll be here to help guide the session. Cindy, do you have an example of what our audience will be able to do at the end of this session?Cindy: Sure. I will find out a couple of numbers that we’ve been through over the last year or so, and basically what you’re going to be able to do is identify your target customer and in doing so create a product that will allow you to attract more customers and make sure that they can actually come in and use your product.

So, if we rewind to about a year ago, July 2010, KISSmetrics as a product had just come out of beta and we had primarily CTOs, technical co-founders, coming to use our product and at that point, when we had those people, about 44% of them were activating. Which is to say they signed up and they were actually using the product, as opposed to somehow getting stuck along the way or getting frustrated. And an example of the kind of things they were saying to us is, things like I can’t believe you’re not showing statistical significance. They would wonder why we weren’t supporting some obscure python code. Kind of saying, I’m going to write my own. This is the kind of target we started out with and if we had listened to them alone we would be in a very bad situation today.

Andrew: Why? Why would that be a problem, if you have customers and they’re asking you for stuff, why does giving them more lead you down the wrong path?

Cindy: Because you need to think about what your long-term market is and how many of these people there are. So, while there are a lot of CTOs, there aren’t nearly as many as we would want to have a product that appeals to more people.

Andrew: I see. OK. 44% of them were activating, meaning they were buying. You recognized some of their issues but, alright, continue with that narrative.

Cindy: Sure. So, you know, 44%, it’s certainly better than 10% but it’s not a number that we were really happy with. And as we kept going, we saw around January of this year, we saw another crop of customers start to come in. Product managers. And you just said, if you have customers why don’t you want to make them happy?

Well, because they might not be the only customers who show up at your door and what we found is we started getting a whole bunch of different people knocking at our door who had very different needs and we needed to make sure that we had a product that worked for them as well. And so, by January, when we started seeing these product managers, even though we had a different segment of customers, we managed to get that activation percentage up.

So by now, we’re seeing 51%, so more than half the people who were signing up were actually able to use the product, engagement value. And as you can see from the quote here, the priorities are starting to change. We would hear product managers say things like, I was able to make the case that we shouldn’t work on this feature because I had data that no one was using it. So, in the past they might have been subject to the whims of the highest paid opinion in the room and now they can say, hey, we shouldn’t be doing this.

Andrew: Let me ask you something before you move on to the next slide here. You say that they showed up at your door. Is that after you figured out that they were part of your target audience or is it that they were just starting to show up? Is it after you did what you’re about to show us?

Cindy: Yes. So, we started hypothesizing about who would be able to use our product and who would get value and while internally we knew that the technical folks would get value from it, we really thought that, and our goal was really to be something that would be useful for an entire team and so we had kind of identified that these people would show up. Honestly, I was starting to feel like they weren’t going to come because it had taken a while. I actually thought that they would appear earlier. But we had been building the product with this in mind, that we were going to start getting this type of customer.

Andrew: OK. And we’re going to talk in a moment, actually throughout the session here, about how you knew that product managers would be a right target for you and how you knew what about your product they would fall in love with and what would they absolutely need because of a burning pain that they have.

Cindy: Right.

Andrew: So 51% now are coming in, are activating, meaning they’re signing up and paying, right?

Cindy: Yes.

Andrew: OK. All right. Then what happened next?

Cindy: So we continued to just now and now what’s been emerging lately are the marketers. And now we’re up to 60% activation. So we’ve spanned, you know, kind of the whole company from the very technical to the not technical and yet we continue to get our activation percentage up so we still have more people getting benefit from the product and as you can see here, this is even more different. A typical quote of someone saying, thank God that I can do most of this on my own.

When my CTO saw the list of things I wanted to measure, I thought he was going to kill me. So now you’re looking at someone who is not technical and is really wanting to take this burden on to themselves either because of constrained resources or maybe just constrained relationships but it’s very different from complaining about how you can’t do this crazy power feature. It’s more like, thank goodness it’s something I can use.

Andrew: I see. OK. So you’re targeting now three groups of people. CTOs who just naturally discovered you. Product Managers who you understood would be a great fit for your product and you learned how to shape your product for them using the system your about to teach us. And marketers who now helped increase your activation even further who again didn’t just show up on your door day one. You figured out they’d be a good target for you and because of that understanding you were able to grow your sales.

Cindy: That’s right.

Andrew: All right. I want to know how to do that and I want my audience who’s going through this session to be able to do that. To say, ah, out of this whole big world, these are the groups that are going to benefit me and then I want them to go after them. OK. So what’s the first thing that they need to do once they decide that this is an approach that they want to take? And what you’re looking at here on your screen is this is the notes that we put together before the session started. And we will keep going back and forth between those and the slides and the websites that we’ll be showing. So, what’s the first thing that they need to so?

Cindy: So the first thing it says is that you’re going to come up with a profile and a target based on your business goals and what you do best. So what you’re really looking at is saying what do we do that’s different. What do we do that’s unique and what do we do that honestly is defensible, that if other competitors come up we think we can still pull through and offer something that other people aren’t offering?

And the three of those are a little bit difficult for most people because generally when you think you have a good idea, you’re just thinking about how good your idea is and not so much why is it unique. For KISSmetrics, one of the things that was unique about us was scalable metrics and that’s scalable in the sense of not only that it will scale no matter how big your website gets, but that is should be something that’s approachable across your team.

One of the things that I kind of caution, so it’s call out here, is when people say that their differentiator is technology, 99% if you are wrong. No one cares about technology. They care about being able to do the things that they need to do, that they weren’t able to do before that saved them time, that saved them money. How they do that really doesn’t matter to most people. It could be an army of trained monkeys doing it or it could be awesome technology and they really don’t care which.

Andrew: OK. All right. And so point number two is who will benefit from using it and I know that you start sketching out an idea of who you thought would benefit from using your product. Can you show us how you did that?

Cindy: Sure. So we went in and we said this is just the very bare bones model of our early target customers. We said, you know, what business model should we be targeting, what company size, maturity, who are the people? So for KISSmetrics business model we said, we want people who directly monetize. We want people who make money and we want people where every conversion makes them more money, because those are going to be very, engaged people are going to be really wanting to drive up that conversion rate.

Company size, sometimes people are targeting micro businesses specifically or big enterprises specifically. In our case, we really didn’t think it mattered so much as maturity. So we said, you know what’s the difference between a small and a large company? Sometimes it’s the number of people, sometimes it’s how far advanced they are but from being in the startup community we knew that there were a lot of early, very small start ups who knew they had an analytics problem, who were dedicated to the notion of analytics.

We also knew that there were big enterprise companies who had some people who were concerned about this as well. And so we said, the sweet spot for us are people who know they have a problem but they don’t yet have a big in-house team, because then you’re competing with people who want to build their own solutions and we just thought that was probably not the best target.

And then we said, who are the people that will be using our product? And we actually were pretty lucky because we sketched it out quite correctly. The CTO, the very technical power user type who’s going to constantly be asking for features. We said the next are the product manager, someone who’s more like myself, someone who’s a little bit technical, someone who’s willing to learn but they really want something that’s efficient, that’s going to work, they don’t care about writing it themselves, they want actual results.

And then the marketer, so this is someone whose going to want data but they’re not technical and they honestly they kind of have questions but they just say, make it work. So these are our hypotheses. These are the customers that we think are going to get value out of our product.

Andrew: OK. So the first thing our listener needs to do is take this outline as you have it and fill in the blanks with their own information, what’s their customer’s business model, what do they think their ideal company size is, I mean for their customer’s company size, and when they’re thinking of a target, same thing, company maturity, who do they think they’re going after. Everything we’re going to do afterward will help validate and understand the market that we’re going after, right?

Cindy: That’s right. And this can be varied a little bit. Obviously if you’re doing a consumer play you’re not going to talk as much about business model, but you might still be talking about things like the type of customer you’re looking at. Are you looking at a busy person, a time-rich person, a cash-poor person. Are you looking at urban, suburban, metro, that sort of thing.

You still kind of want to look at a model of how this person is living their life and doing their business, but it’s obviously going to vary depending on who you’re targeting.

Andrew: OK. All right. So we have an understanding of who we think our target audience is going to be. What do we do next?

Cindy: So the next thing we want to do is really think about how we’re going to make their life better. This is really where you want to get specific and write down, I think this person is going to improve their life by using our product in this way, I think product managers will be able to get better data and make better data for their decisions by seeing this data.

The more specific your hypothesis is, the more able you’re able to validate it later on. You really want someone’s life to be a lot better, so to kind of highlight here, I’d say you want to make someone’s life 75-100% better. Because no one really wants to make a behavioral change for a 10% improvement.

A lot of times people will tell me something about their product idea and they’re like, yeah this is going to be 10% faster, this is going to be 20% faster than what people are used to. The perfectly rational individual would almost certainly go for that. We are not very rational.

Andrew: OK. All right. Should we now talk about some of the questions that we’d be asking those people?

Cindy: Sure.

Andrew: Actually, you know what, I take it back. Should we first show the people as you mapped them out for your company or should we show the questions that helped you understand how to map them?

Cindy: Well, let’s start with the questions because the people descriptions that I’m going to go into are not something that you’re just going to come up with in the beginning. They’re really born out of what you learn from these questions.

Andrew: All right. So you’ve got a list of questions that you advise us to ask our potential customers? What are they?

Cindy: That’s right. And you can have more questions than this or less, and I’ve varied my questions over the last couple of years, but these are really the 4 that I end up asking almost every time. The trick is just that you want people to talk as much as possible. These are all pretty open-ended questions that hopefully will evoke a story. The first one I like to start with is tell me about how you’re doing whatever the area is that you’re hoping to fix.

This doesn’t mean that you’re going to say, tell me about how you’re doing your dog washing right now if you have a dog washing machine, because you’re getting too specific in the beginning. It might be, tell me about how you’re taking care of your pet.

Andrew: Let’s use an example from our mutual audience. I think Ruben, the founder of Bidsketch is a customer of yours and he has also been in our audience here at Mixergy for a long time. He creates software that helps designers create proposals and send out proposals, right?

Cindy: Right.

Andrew: OK. So let’s say he has this idea for a way to enable designers to create proposals, to automate it, make it beautiful, help them send it out. What does he do with these questions? Tell me about how you’re sending out proposals now? Is that how he would do it?

Cindy: Yeah, or something about how are you communicating with potential clients.

Andrew: I see. You don’t even want him to be specific.

Cindy: Because he might be in the proposal state. At this point, if I’m Ruben and I think I’m going to build Bidsketch, I may not be absolutely sure that I know what all the concerns are, so if I’m talking to a designer I’m going to say, tell me about how you’re communicating with potential clients.

Maybe they’ll say that the biggest problem is that they don’t like talking on the phone or that they initially have a hard time finding people who have money to spend. What the pain point is you’re not positive about and what you’re hoping, if you’re Ruben, is they’re going to say, you know, it’s so much work to create a proposal every time for business that I might not get, I really need a repeatable scalable way to do this that shows off my artistic talent.

Andrew: What if they do in a completely different direction? What if they start to say I don’t know how to get a job? Or, I don’t know how to get people to hire me? And it sends him in a direction that he wasn’t prepared for. Maybe a way to respond to job boards, maybe a way to promote themselves, instead of a way to send out proposals.

Cindy: Sure. Well, you know, when you hear something like that, that’s kind of a surprise and surprises are good because they can challenge your expectations. So it may be that someone who can’t find a job, that’s frustration and that’s something that you might want to poke a little bit more into. Well, how is it been hard to find a job, well tell me about how you used to find a job in the past, how has that changed. Or it may indicate to you that maybe this isn’t a problem for people.

Maybe it’s that it’s so hard to even find potential clients that, you know, creating some way of automating proposals is not even on the table yet. And this may, this doesn’t necessarily mean that your products a bad idea, but it may mean that this is not your target customer because your target customer has to be able to benefit from what you’re offering.

Andrew: I see. OK. Let’s look at the next question.

Cindy: So, when someone tells me about what they’re doing, and one of the big tips here is that at this point, you should stop and listen for 60 seconds. This is really hard and sometimes you will have to stop before but basically your goal should be that you say this and then you just shut up and watch the clock.

Because 60 seconds is a very long time and what typically will happen is that the person you’re talking to doesn’t want to monopolize the conversation, even though you want them to, and so they’ll tell you a couple sentences and then stop. And if you jump right in immediately, you’ve basically indicated to them that that’s all you wanted to hear. So anything other than an “uh-huh” is not good. Even the “uh-huh” sometimes I’ll just hold off on.

And then if there’s that awkward silence people will just keep talking because no one likes and awkward silence so what they might tell you in the first two sentences is interesting but then when there’s a pause and they have to keep talking, a lot of times that’s more interesting, that’s more detail that you wouldn’t have otherwise gotten.

Andrew: 60 seconds is a long time to just sit and wait.

Cindy: And it’s enough time for people to tell you a lot. So the next thing I might say is, how does that fit into your normal work day or work week. And the purpose of this question is really to get at how long does something take, does it span across people, is it a project that you schedule, is it something that you try and fit into one day but it spills over into another? Is it something that’s not part of your normal work week, maybe it’s something that you don’t regularly do because you don’t have the right tools or it’s just not that important to you.

So there are a lot of things that this can go into and because it’s so open-ended, people will tend to answer with whatever’s the most important. Then you can ask who’s involved with doing this. And what this is basically identifying is potential stake holders. So either people who are going to need to sign off on your product or who might be relieved if your product lessens their work load and that’s just good to know.

It also might give you some insight into other people you ought to be talking to. So if you’re talking to Product Managers and they’re all telling you that they need help from their engineers to do something, you should probably talk to some engineers as well.

Andrew: I see. OK. So again, going back to Ruben’s example, he would ask, tell me about how you’re interacting with clients. Not how you’re sending out proposals but how you’re interacting with clients. That’s broad enough?

Cindy: Mm-hmm.

Andrew: OK. How does interacting with clients fit into your normal work day or work week? In that case, he can figure out whether it takes up a short period of time, maybe it takes up all of their time and that gives him and understanding of what the importance of it, it gives him an understanding of maybe it’s a time suck for them.

Cindy: Maybe it’s the mid dread. If it’s the worst part of something.

Andrew: Maybe it’s something they dread?

Cindy: If it’s the worst part of something, that’s awesome, I mean it’s bad for them but if someone tells you a task if the worst part of their week, that’s a huge pain that you know you can solve. I mean, that’s, honestly when you hear emotion like that that’s something you really want to kind of dig in on. Be like, you want to hear exactly why it’s the worst part of their week because that is basically writing your product specs for you.

Andrew: OK, and who’s involved with interacting with your clients. If he says, I’ve got a virtual assistant that means she’s a stake holder and you want to, when you’re developing your product, find a way to include the virtual assistance and you’re saying definitely before then have a conversation with virtual assistant too if you’re noticing that this is a pattern.

Cindy: Right.

Andrew: OK. And finally if you, I love this question. I’ll let you ask it.

Cindy: If you could wave a magic wand and do anything related to whatever the area is, what would it be? And the beauty of this is that most people are pragmatists and so when you ask them what they would rather be doing, they will think about what’s possible but, especially if you’re a technologist, you know that most people will have no idea what’s possible with technology. And so if you just ask how they would like to make their own lives better.

It’s like Henry Ford and the horse/car example that we’ve all heard a million times. But people don’t jump to the concept that, oh I would rather have a mechanical thing to drive me to work. You know, they stop and they give you kind of a short answer. So if you just say if you could wave a magic wand, that’s freedom for people to just say, well I know this is crazy but what I’d really love is to have and then they’ll tell you. And sometimes it’s actually something that you can create with technology or with services or whatever but it gives you this sort of carte blanche to really ask for anything.

Andrew: And if they don’t bring up the product that you’re looking to create or the problem that your looking to solve, do you still try to shift them in that direction to make the conversation more relevant to you or do you say this is not the right target person or not the right target audience?

Cindy: That’s an interesting point and one of the problems that people run into is that in their minds, they have a product they want to build already. It happens to all of us, it’s just the way we think. We say it would be awesome if I built this product. And then we really want to find people who want that product but sometimes that will work. Sometimes the thing that you want to build is something that people want and a lot of times it’s not.

So what you really should be doing here is you’ve found a group of people that you think you can make their life better, you need to find out what it is that can make their life better. So if you’re talking to someone and they’re going down the path that’s not the thing that you want to build but they’re still telling you about problems, that’s a good suggestion that the thing you want to build might not be a thing that you should build. Now if you’re talking to someone and they don’t really seem to have any problems, you know if there’s a total lack of emotion, then that’s a good key that you’re completely off base.

Maybe this is not a good target market or maybe your whole concept is flawed. But that usually is not the case. In my experience, even people who, you know when I’ve done KISSmetrics interviews, even people who would not be a good target customer for KISSmetrics have issues that they have brought up and gone into great detail on and actually that’s how we created our KissInsights product, on people who got sidetracked and started ranting about the difficulty of creating surveys who clearly had no interest in web analytics at all. You never know what you might find here.

Andrew: I see. So you were starting to have conversations about one topic and recognizing that there was another opportunity with a different product.

Cindy: Absolutely.

Andrew: Did you have a potential target audience that you scratched off your list as a result of questions like these?

Cindy: Hmmm….I guess probably just the very newbie, and really it doesn’t matter job role so much, but really the people who didn’t know anything about analytics yet. So there were some people who just, you know you say how are you measuring things for your business and they really weren’t all. It wasn’t something they were thinking about, it wasn’t a problem they were ready to tackle.

I think a good example would be the traditional small brick and mortar business person. And I’ve talked to a few of those and their, you know I’ve talked to a few of those, and they weren’t ready for analytics yet. They were just trying to do their day to day thing and telling them you could increase something by 5% by doing this, they’re just like, I just need to keep the doors open. So you’ll find people like that sometimes who just aren’t equipped to take advantage of your product.

Andrew: I see and as you ask them these questions you see that they’re not doing any analytics. It doesn’t fit into their work week. There’s no one else involved in doing it, in fact, they’re not involved in doing it in any way. And if you say, if you could wave a magic wand, they don’t even say I’d want it to be easy, they say, they ask the magic wand to do other things like bring them more customers.

Cindy: Exactly.

Andrew: Or make their website easier to build or have somebody build their website.

Cindy: Exactly.

Andrew: Not a good audience, not a good fit. Move on. OK. All right. I see.

Cindy: Exactly. So when you hear that, it’s like you know what that’s OK. We don’t need everyone to be our target customer.

Andrew: One more thing before we move on to seeing your target profile, the profile of your target customers. I think people are going to love seeing that. I want to know how you ask these questions. Who do you find? What way do you do it? Do you just cold call people? How do you find the people to ask these questions and what format do you use, phone, email?

Cindy: Sure.

Andrew: Am I skipping ahead on our agenda?

Cindy: We are, but that’s OK, because we were going to get into that. For technology, the three big things that I’ve used are Twitter, Cora [SP] and LinkedIn. For all of those, you just really want to find people who are related to the area that you’re working in, and you can look for people who are posting on that subject. You can look for people who are asking questions. You can look for people who are working in that field.

I’ll just walk through a Cora example. You could come up to Cora. I might want to look for Web analytics, so I might want to ask questions. What are people searching for? Who are the people who are searching?

Andrew: So you’re putting your topic on top you then look for questions.

Cindy: So I might look to see which look like questions where it might be a good person to talk to. If I look down here and someone says, ‘Can someone help me critique web analysis reports I created? I need an expert. I need to improve’. That looks like a good guy, right there. So I might see this question and no one’s even actually answered it.

In Cora, you can always see the person who asked. If it’s one person, then that’s the person &. Are there a lot of people following and you can’t figure out who asked it? That’s generally OK, because if someone is following this question, it probably means they’re interested in it. I could click on this guy, and I could look at his profile and if I keep clicking, there is a place where I can send him a message.

So, I might actually reach out to this person and say, ‘Hi, Yasser. I work for a company that’s doing stuff with web analytics. I’d love to ask some questions of you, since you’re clearly interested in trying to learn and I’m happy to answer any questions you might have.

Andrew: And you’d ask them for a phone call?

Cindy: I ask for a phone call. I do mostly phone calls or, if I have the chance, face-to-face.

Andrew: Why not by email, or why not just send him a survey and say, ‘Yasser, I’m building this website. Could you fill out a survey form?’

A: People love the concept of sending out surveys, because it’s very clean and you don’t need to talk to people. You can do it asynchronously, but, what you miss out on is that emotion, and you miss out on a chance to really follow down a path. So, if I send Yasser some questions and he answers them, he’s going to answer probably pretty short. He’s probably going to be really careful about what he writes, because people like to sound smart, and so they tend to self-edit what they write.

So, he’s going to want to write something that makes him sound like a smart guy. He’s probably not going to rant about how he hates that his coworkers never help them do things, and that that slows him down, because people just don’t do that in email. And, you’re not going to know that what is real concern is is that every time he tries to do something analytics related, he tries to finish in one day and it ends up spilling into the whole week and that’s really frustrating.

If you’re talking on the phone, you can hear when he starts saying, ‘Well, I wish I could do this, but…’ Also, you can keep asking more about that, so you can get a lot more detail. The thing is that surveys are good once you know the questions that you’re going to ask and the potential answers, but before that, you may be missing what’s really an awesome question that you’re only getting get from that back and forth. So if you’re talking on the phone with someone, you’re going to get that emotion. You’re going to be able to sidetrack the conversations were you like.

The reason I only showed four questions here is because, in so many of my interviews, I’ve not gotten past this. I have a list of, maybe, 10 or 12 questions where I might ask some of them sometimes, but what frequently happens, is that one of these sends someone into this burst of energy, where they’re talking and talking about this one thing and it’s really interesting and, why on earth would I interrupt that just to ask all the questions on my list.

Andrew: OK. And people are OK with getting phone calls from strangers or making appointments to talk on the phone with a stranger who doesn’t even have a product fully built yet?

Cindy: Yes, because people love to sound smart and people love to vent. So, what you’re doing is giving them an opportunity to do one or both. So, what you want to do, when you’re actually reaching out to someone, is to be really honest and really humble. You want to explain why you are talking to them and you want to make it clear that you are going to learn from them. They’re going to get to sound smart. Finally, you’re going to put a cap on expectations by saying, you know, you don’t need to prep in advance, it’s not going to take more than 20 minutes.

So, you might say something like, you know, hey, Andrew, you know, I’m product manager for KISSmetrics. I’m working on, or just, I’m a product manager, I’m working on building a product that will help me do this. I’m talking to you because you asked this interesting question on Quora about a related subject and I really think I could learn from you. I would love to talk to you. You don’t have to prep, it wouldn’t take more than 20 minutes and here’s three times, are any of these times OK for you? And so now, all you have to do is pick one of the times and write back. It takes you five seconds.

Andrew: OK. All right. So now let’s see what the result of all these conversations looks like. And I think this is really interesting for people to see.

Cindy: So once you’ve talked to these people and you start understanding more about the things they say, what you get at the end of this are some pretty detailed personas. So these are actually the pictures are modeled after employees in our company because they map so well to three of them. You know, our starting…

Andrew: But Jeff, is Jeff a real person?

Cindy: So Jeff is actually John, our CTO.

Andrew: OK. The photo is of John. Jeff is, as I understand it, a made up person that is a placeholder for a certain type of customer. He’s an avatar.

Cindy: He is a customer like John and we basically, after looking at all this detail I was kind of able to say, someone like a Jeff. He can do his job most effectively when…and this is based on someone saying, oh, I would be so much better if I could only do this. Oh, my life would be easier if I could do this and I could be smarter and we would do better. So you, you identify things that.

Andrew: OK, before you scroll, sorry. I’m stepping all over you because I get so excited, Cindy. I was telling you before we started and I better tell the audience too, that I’ve watched you guys at KISSmetrics do this since the beginning and it was so fascinating to see you reach out to people and ask these questions and to see you even respond to me with my issues.

I don’t even know if you remember the issues that I would send to you and the way that you had conversations with me about, I think it was KissInsights, that specific product, but it was so frigging cool to watch you do it. And I specifically asked you here because I want to learn how you guys create products and target your specific customer so that we can do the same thing at Mixergy.

So, what you’re doing here is you’re saying, at the end of all these interviews, I now know that one target for us is a technical co-founder and a technical co-founder like Jeff here, he could do his job more effectively when, according to our research, he has a clear and concise technical documentation. He gets frustrated and skeptical about overblown marketing so if we go too far with our marketing we’re going to scare away our customer instead of attract him to us. Right?

Cindy: That’s right. Or if you try to give him a really slickly presented video. That’s not what he’s looking for, in fact, that’s going to make him kind of suspicious that you don’t really do anything useful. Whereas something like, if you take someone like a Jeff and you point him to examples of another Jeff using your product successfully, that’s going to be tremendously useful. Or if he can see, oh I can start using this and within five minutes see what it’s capable of. That’s what’s going to market to his guy, that’s what’s going to, to make him excited.

So you think about, what does he need to be convinced of. You know, that you can handle data volumes. That data is accurate. That he shouldn’t just build his own. So you’re going to specifically need to address these concerns because they are what he’s thinking in his head anyway and if you don’t address them, he will make up answers that probably aren’t what you want. And then, you know, finally how do you market to this person. So when you’re talking to someone like a Jeff, you want to use the same language back to him that he’s expecting or else you’re just going to have an impedance mismatch. He’s not going to be happy.

Andrew: How do you know before you advance to the next person, which of your questions led you to understand what frustrates a technical co-founder?

Cindy: So, this is part of talking about how does this fit into your typical work week. And so, someone like a Jeff might say, oh, you know, I was using this product and I thought it would do this and then I realized it’s probably really powerful but it has this stupid wizard interface and oh, I just wanted to figure out how to, you know, give me an API and let me write code myself. Or he says, oh, this things, you know, I don’t mind analytics but I get these one off calls from product management all the time, they completely take me out of flow and then I get blamed if my engineering stuff is late.

So you’ll actually hear these kind of vents and as the person is talking to you more, maybe you start talking a little bit about, you know, maybe later on in the stage you might say, you know, this is what our product does and someone like a Jeff is going to come back at you with questions, ‘Well, how do I know this? Well, how do I know that?’

Andrew: Okay, all right, and you have other people here that you are targeting and you created personas for them, too.

Cindy: So, here is a picture of me. With my…

Andrew: Do you recommend, by the way, using real pictures of real people to go along with these products?

Cindy: So, personas…

Andrew: Sorry, with these targets?

Cindy: Personas are very common in the user experience and interaction design world. And the best practice there, they say, to use real pictures of other people. And they say that the danger is that if you use your own picture, you are going to just want to stand in for that person. And you are going to rely on your own gut versus the data that you have actually collected.

In our case, we’re a tech company selling a product that’s used by a lot of tech companies. So, these analogs actually mapped incredibly well. We have a lot of people who are like John, our CEO. We have a lot of people who are like me. Those of you who know his metrics will appreciate the last one too. Where there is a picture of Mia Hotel. And we have a lot of people who are like Neil.

And so, for us, if anything, I think this is stronger because we know to respect these people. No one is going to say, ‘Oh, Navine the marketer is an idiot, we just shouldn’t build products for idiots.’ Because we know Neil, we know he’s a smart guy, we respect him. So, if John objects to a feature and says I would never use this I can say, ‘I know you won’t. But the Navine character will.’ And he can think in his mind, ‘That’s right. Neil would use this. I respect Neil. Let’s think about why we should do this and how we can do this.’

Andrew: You know what? If I’m targeting a marketer I might use a picture of Neil. Just to remind myself that there’s a real person like my target. So, I might use a real person but, not someone who’s in my company. Just have a little of distance but also to remember that it’s a real person that we’re going after. Now you’ve got multiple targets. Is it better to have one person that you are targeting or three or four people. Is there a number that we are supposed to go after?

Cindy: That always depends. I think that you are unlikely to honestly have only one target customer. Unless you are doing an extreme niche play, and even then. An example of a great niche customer is Harley Davidson. But even within Harley Davidson you read about their personas.

They have the weekend warrior types and the lifestyle motorcyclists, who are very different. The weekend warrior types might be lawyers and CEOs during the week, but they really want to get out on their hogs on the weekend. And they are going to have very different needs and respond to different marketing than someone who is always bearded and leather jacketed.

Even for something like that which is really a niche product they are really going for enthusiasts. Even within that they have two major personas we’re looking at. So I would actually be suspicious if all you can think of is one. I’d feel like you are going to discover more later. You may not be able to hypothesize it but maybe when you do these interviews it’s how you discover, ‘Wow, we talked to 20 people and ten of them said roughly what we were thinking. And the other ten were completely different.’ Congratulations, you’ve found a new target customer.

Andrew: Gotcha. Okay, let’s take a look at the notes again and see where we should go next. Of course I’ve got them here on my screen but I want the audience to see them too. So, it looks like we went through number 9.

Cindy: That’s right. So, identifying people who can get value. We talked about that.

Andrew: So how do you or do you not educate your… So we talked about that within the personas, also. Let’s talk about that number 11. Write this down, right down the things, well you go for it.

Cindy: So, it sounds really simple, but I always emphasize writing things down. And, even I don’t write down as much as I want to. The thing is, when you don’t write things down, it’s easy to think that you were right all along. And that’s bad because it makes you think, ‘Why am I even talking to people? I was just right with every guess. Forget this, I’m just going to go with my gut. I’m going to be Steve Jobs all the way.’

So you write things down so you remember them. And so that you are able to continue validating them. So, when you talk to people and they say, ‘Oh, I would never use that.’ Or, ‘Well I’m skeptical of this kind of thing.’ That’s something to write down. When someone says something that is completely surprising to you, that’s something good to write down. Or if someone validates you 100%, that’s also something to write down. And when I send out notes to my team a lot of times I will divide them up by validations and surprises, and complete invalidations, like, “Wow, this person disagreed with everything I said.” The reason you do that is to kind of keep an eye on it.

As I said earlier, if someone does say something that completely disagrees with your hypothesis, the problem is not to just pretend that they’re a nutcase. You actually have to go after other people and see if they agree with that as well.

So, if I’m talking to Andrew and I say, “How do you measure things for your business?” and he says, “I just hold my finger up to the wind and see which way it’s blowing,” I think, “Wow, that’s kind of a nutcase thing.” But I want to make sure that it is a nutcase thing, so I might talk to the next customer. Then, and this is a good trick, to reference the mythical other person, because they are a straw man that people are happy to agree or disagree with.

I say, “You know, I was talking to another person that said that he measures his business by sticking his finger up to the wind and seeing which way the wind is blowing.” The person you’re talking to, the second person, will either agree, “You know, now that you mention it, that is brilliant,” or they’ll completely disagree and be like, “Nuts! Who is this idiot?”

It’s very important for you to know which. It’s very possible to talk to one nutcase, but it’s not possible that you’re talking to 10 nutcases. You really need to map that out and make sure that this person that you thought might just be an outlier really is.

Andrew: How long does it take from starting these customer conversations to actually understanding the customer well enough to do something about your understanding?

Cindy: Sure. The number is going to vary a lot, but what I say, and we actually have this in our (?) somewhere. Yeah. Down here. How many do you need to do? When you start hearing the same thing over and over again is when you have a pretty good sense that you’ve identified it.

In the beginning, we were pretty lucky with KISSmetrics, a lot of our hypotheses were relatively accurate as I was doing the first 10, 20 interviews. While people might be continuing to validate what we’re saying, I kept hearing different takes on it. It’s really when you get to the point that you’re hearing the same thing over and over again that you’re like, “OK.I feel like I’ve probably nailed this type of customer.” You’re not really surprised. Someone says something, and it might not be what you initially hypothesized, but it’s not surprising because you heard two other people say something similar.

At a very high level, 10 to 30 for each customer type, I would say for us, that’s pretty accurate, kind of on the lower side. In our case we had three customer types. After doing about 10 interviews each, I had a really strong sense for, “OK. I have a good idea for what this person is, what they’re going to be looking for, what’s going to frustrate them, and what’s going to initially motivate them to buy or not buy.”

Andrew: How many did you do total?

Cindy: Since we started doing this, hundreds. I think probably about 45 to 50 initially.

Andrew: Do you personally do them all?

Cindy: What?

Andrew: Sorry. We have a little bit of a lag here, which is kind of strange. Usually, when we do the courses the connection is solid, but for some reason we have a lag. We’ll deal with it. It’s a good thing we’re friends. We both know that we’re not stepping on each other intentionally.

Sorry. I’ll let you finish that first answer, which was, I think you said, 45 before you launched the product.

Cindy: 45 while we were in closed beta. So, some of those people toward the end were actually using a very early form of the product, but most of them, they knew about us. They knew we existed. They had kind of a vague sense of what we were doing, but they weren’t actually using our product.

Andrew: Do you do all the interviews yourself?

Cindy: I do. Well, now, recently, we’ve started farming that out a little bit more because other folks on the team are interested in learning. Initially, I did them all myself. I actually do think that’s really useful, especially when you’re small, because it makes it much easier to identify things like trends, especially when the trends come from tangents.

When people answer your question the same way, that’s one thing. But if you notice everyone kind of goes off on this one tangent and you hear if for like the fourth time, if you’ve heard it all four times, it’s much easier to keep track.

Andrew: I see. All right. I’ve been bouncing around. . . Even though we created this outline internally at Mixergy for this session, and you and I went over it, I can’t help but bounce around because I’m so fascinated by this topic that a question pops into my head and I can’t wait for it to come up on the screen.

All that to say I think we should go back a little bit. Earlier you were talking about the questions you asked and before we started I asked you if you could prepare a sample response. In fact, I asked you if you could show us a real response that you got and how you took notes on it. Can you show that up on Microsoft Word I think is where you put it up?

Cindy: All right. So this is one of our early customer development notes. And basically I just have a customer here and I said, what are you using to measure things for your business? These are actually the verbatim notes. He was saying he was relying on Google Analytics and some home-grown metrics, recording when people download apps or register, some low-end funnel tracking.

This second thing, hybrid web and desktop app, he was telling me what he had. He had some challenges integrating with analytics. This is actually someone who had seen our very early closed Beta and he was saying it was actually pretty easy to use. He had been tracking sign-up flows. He needed to make sure that the experience was working.

He was collecting the AARRR Metrics that some of you may be familiar with. Dave McClure and his Start-up Metrics for Pirates. You can Google that if you’re not because it’s really interesting stuff. He was just kind of talking about the kinds of things that he was doing and it got into him saying some cause and effect stuff.

This last one he is saying, I strongly suspected we were losing people in the activation flow and I used KISSmetrics to figure out how that was happening. I wasn’t asking how are you using KISSmetrics, but after going through a bunch of stuff he actually came back around to that point.

Then I asked, what would you like to do, but can’t currently? He’s mentioning some things he would like to do. They are very specific as you can see here. Filtering by date, cohort analysis, that kind of thing, so that’s very product specific and so then I went into the magic wand question. What would you like to be doing?

And he’s talking about stuff that’s not particularly related, but it’s still really interesting to know. All the Shawn Ellis stuff. Shawn Ellis is a marketer who has done some great stuff with start-ups in terms of questions that you should ask customers and how to research so that you can do effective marketing.

Marketing, that’s not directly related to analytics, but at the same time it’s really interesting for me to know that that’s one of his top of mind things. He wants to know where are we in the product market fit scale. I want to talk to people who are using the product every day. Some of this stuff you can hone in on and say I might want to do something with this and some of this just helps with understanding more about this customer.

Someone who says, I want to talk to people who are using the product every day, most CTOs aren’t going to say that, but that’s a very product manager or marketer kind of fit and so knowing that there are people where this is a big priority to them that becomes very important when you’re developing those [??] that I walked through.

Andrew: OK. I saw you actually edit out just a few things from this, otherwise this is exactly the notes that you keep internally on your system. You edit out of course the person’s name and any reference to his company or her company. You just took this down as you were talking to the person on the phone, wear a headset, type out notes, bam, that’s all it is right?

Cindy: Yeah, luckily I’m a fast typist.

Andrew: OK. All right. Let’s take a look. I’ll let you guide us. What’s the next step here in the outline? I apparently can’t stay focused here with you.

Cindy: I think we’ve covered a lot of the stuff. Finding people, making them the expert. You don’t want to lead the witness, you want to just listen. We talked about surveys are no good. Surveys are great later on. As I mentioned, and you can see here in section K, what are surveys good for? Surveys are when you know the questions and the possible answers.

When you can write a multiple choice question and you know that the answers represent pretty much all the options anyone are going to answer, that’s an awesome time to deploy surveys and then you can get a lot of responses quickly. If you’re in the beginning stages you don’t even know the questions let alone the answers and that’s when you really need this give and take and that’s when you start learning these are the kinds of things people are going to respond to.

Let’s see, we talked about some of this other stuff. One thing I just kind of want to get back to, and it’s in all caps so you know it’s important, is how many of these you do. I don’t know how many of you were thinking about this, but when I said when we were in closed Beta I did about 45 customer interviews.

If you’re thinking about 45 customers interviews times, how long did she say, 20 minutes, plus you have to do setup, plus you have to take notes and you’re probably taking this is a really long time and you’re correct. This is a really long time. This is what you’re building your company on and this is basically people are willing to spend a ton of time writing a business plans or putting together power point decks, but this is what’s going to make or break you.

You either have people who have this problem and are willing to spend money to solve it or you don’t and you are much better off spending, you know, 20 hours, 30 hours, and discovering that no one wants to buy your product than spending six months coding it and then discovering the same thing. So, it’s this, it’s really hard and it’s honestly quite frightening to reach out to people and start asking them things in particular and like you’re the expert, but this is incredibly important. It’s just something you all have to suck up and do.

Andrew: When we talk about what motivates us, I think there are two things. There’s either the opportunity, you know, we want to achieve that opportunity and so we’re motivated. But sometimes there’s the other side, the fear, we want to avoid some big disaster. And so, we’re motivated to act. You showed us the opportunity at the beginning of this session when you showed us how your numbers, the sales, all increased, your sales and your percentage of conversions increased. Tell me what the opposite is. Push me and my audience from the point of danger. What are we watching out for? If we don’t do this, what could happen?

Cindy: Kind of what I said before, if you don’t do this what happens is you think you have a good idea. You start out telling people what a good idea it is and generally when you do that most people will be polite and they will agree with you or they will say something that is not super encouraging but remember, you’re suspending disbelief. If you’re an entrepreneur, you basically, you have a little bit of a reality distortion field around you because you have to.

You know, 90% of startups fail, you have to believe that you are going to persevere in the face of incredible odds. And so, it’s really easy to make people, people kind of fall under your spell and they’re like, that’s right, I would buy an electric dog washer. And so then what happens is you soak your time and your money into something and then you discover that no one actually is going to buy it. And that’s a lot worse.

And we don’t really want people to tell us that our ideas were bad and that’s what we’re trying to avoid. But the fact is that they are going to tell you at some point if your idea is bad. So you can either learn earlier, or you can learn later and then have your investors who don’t like you and your engineers who don’t like and then you have to fire people because you never did this initial validation.

Andrew: Heaton Shaw, when I interviewed him, your co-founder, he said that he had a previous company, a web hosting company, that he invested half a million dollars in and nobody bought. I think he said not a single customer signed up and I asked him why, and he has said it’s because essentially he didn’t do what you’re describing to us here. He didn’t have those conversations with potential customers to understand what their pain was, to understand what they were looking for, to understand what magically they would want if they could have it.

And as a result, he didn’t realize that he was creating a product that they didn’t want and he ended up spending half a million dollars. When I think about not talking to customers, I always think about that one danger scenario.

Cindy: Half a million dollars, 20 hours talking to people. I know which one I’m going to pick.

Andrew: Yeah, suddenly 20 hours doesn’t seem so bad. And I say your co-founder, I mean the co-founder of KISSmetrics.

Cindy: I’m not a co-founder, I am just an early believer.

Andrew: An early believer. And you’re the person who does this. I didn’t want Heaton to come in here and talk about this. I didn’t want Neil to come in and talk about this. I wanted the person who was making all those phone calls, who was figuring it out and understanding the customer to come in and walk us through the process. So, third, also in all caps so we know it’s important, managing the responses. Tell us about that.

Cindy: So, you’ve talked to all these people. Maybe you’ve done that part but you still need to do something with it. So, you have to come out of this with something actionable or else you still haven’t achieved much and so one of the things that I recommend is that you put your assumptions and hypotheses up on one side of a piece of paper and then the actual results on the other side. And you look at what things are different.

You look at the things that are surprising. You look at the things that your assumptions were incorrect. And what that accomplishes is just, first of all to make you feel better, to make you realize wow, we thought this and we were totally wrong and thank God we didn’t build it. And also to really go back and look a little bit at your target customer. Are they still correct? Is this the right person?

And sometimes when you talk to someone and they’re giving you kind of half hearted answers, you know, what you can do is ask them who else should I be talking to and sometimes, you know, you might be talking to someone and they’re not the person who has the problem. So, I had a couple of interviews where I was talking to someone and they’re kind of like, well, I guess we could do this and this and this.

And there was really nothing that they were frustrated by, there was really nothing they seemed upset by and I asked, is there someone else who is handling this who you think might be frustrated by this and they gave me a name. And they said, actually you should talk to so and so because they, you know, they get the worst of this. They get interruptions all the time. They get calls. That turned out to be a really useful interview. But at this point, you’re kind of refining and you’re saying, OK, these target customers were good, these weren’t.

What can we do on this? When you look at what things you validated, those are things you can kind of move forward with. Like we thought this was a problem, it really is, now start coding, now put some money behind it. Then you can look at the surprises and those might give you some other ideas. As I kind of mentioned before, we had some surprises that led to our KissInsights product which is people who just went off on the difficulty of conducting costumer research and they were very vehement and we started hearing the same thing.

I started hearing the same thing many times from people who really wanted to do customer research and just were burned. They felt like they would spend hours writing surveys and would get three responses and they were just frustrated as hell about this. I wish I could just stand over customers’ shoulders and ask them questions.

Andrew: Can you show the product that you created as a result of that kind of feedback? Let’s open up a new tab so we don’t lose anything that we’ve opened up before. And so they kept saying, I just want people to fill out my surveys. I’ve written it and they’re not going to do it.

Cindy: Exactly. So I’m logged in so you can see it, but I’ll preview something.

Andrew: Ah yes, so let’s see what comes up.

Cindy: So this is in a preview window so normally it would pop up in this corner of the screen here.

Andrew: The bottom right.

Cindy: Looks like it wants to take, I may try it again.

Andrew: We have this up on our site, too.

Cindy: Here we go. So is there anything else you would expect to be able to do with this feature? And actually, this is one of my favorite questions. Because it seems to free people to tell you things that they wouldn’t have otherwise thought of. If you ask people if they have feedback you tend to get really blah responses, like, oh this is nice, or this sucks. But you know, you see something like, say you’re doing a product search for something and you see if there anything else you’d expect to be able to do with this feature, this is when people say, oh, I wish I could do this and that’s the equivalent of asking the magic wand question to your customers.

Basically, if you ask a very quick question like this, mid stream while someone’s in the middle of doing something, they tend to do the equivalent of blurting out an answer and that’s fabulous and it’s something that you really can’t replicate with after the fact surveys. And so this was really born out of our customer research. We had survey.io which is a very simple static survey, you can’t change the questions, but it’s a customer development survey that a lot of people have used but we wouldn’t have gone down the path of trying to compete with a Woofu or SurveyMonkey because there’s already a Woofu and a SurveyMonkey, I mean, that’s not a space where there was really an opening to step in.

But we realized there is this other space, this sort of micro survey, this immediate point of customer emotion survey and this is something that we honestly wouldn’t have arrived at if it weren’t for doing customer development and kind of circling all of these people who said, look, I can’t believe this person went on this three minute tangent about this thing and so did nine other people. Seems pretty important.

Andrew: OK. And we opened up two different tabs, actually three at KISSmetrics, in order to help us explain this section of the course. Let’s open up that one where you were able to add features as a result of doing a process that you just described to us.

Cindy: Sure.

Andrew: I think it’s the very first, right to the left of where your mouse is. Or, the other side.

Cindy: So, here’s where, this is basically where we started out. And as you remember from the beginning, I said that our first people where kind of the CTO, the customer, the technical co-founder types. So this is our final report, you can see here people who viewed the home page, this is actually for the KissInsights product we were just looking at, to the people who upgraded. That’s actually a pretty big time period so that includes when we just launched.

You might look at something like this and if you’re a project manager you’re going to look at this and say, OK, I can see we had a lot of drop off here, we had a lot of drop off here, maybe I should improve this part. And that might be where you finish it. For people who are more power users, you know they were looking at things, and if you scroll down here it says refer and that means that’s the site referrer that brought someone to your site.

And so, I look at this and I say, oh, OK, the CSS remix site sent a bunch of people here, that’s interesting. If you’re more of a power user, you’re going to start questioning that and say, which referrer is this? Is this the very first time someone came to my site, is it the very last time? What if people came via a bunch of different channels? What if I want to see this other information? So, we have these advanced settings.

These are kind of insanely complicated, but you can see the first refer that ever brought someone to KISSinsights, or the last refer ever, or the first refer in this date range, or the last up to this date range, or the last refer before the time that the person upgraded. So, maybe this was the site that finally convinced them that they should pay us money. These will change the data, significantly. There are a couple other things, as well. Basically, it’s a bunch of options and they are designed to appeal to the power user.

So, this is something where we said that we know these people are going to want this information, let’s give it to them.

Andrew: And you knew that because in the interviews that you did with them, they were starting to tell you what problem that made you realize we need to show them individuals?

Cindy: They were telling us about the problems of using other tools and saying, ‘You know, we’ve used this X analytics thing or Y analytics thing and it just was frustrating that we couldn’t get at this data. There was this specific data that we wanted to get at’, or they have a lot of data and ‘We felt like there was a lot of data that we couldn’t get at and we weren’t even sure which. It was like, ‘I want to play with the numbers a bunch of different ways. I want to slice and dice’. Slice and dice is a very big thing for the power users, by the way.

So, we gave the people what they wanted. But, you can see that it’s not popping up in your face, it is something you have to initiate, so that we didn’t scare off the other people.

Andrew: OK. All right. Should we take a look at the other KISSmetrics page now?

Cindy: Sure. At the other end of the scale is something that, frankly, the CTO types wondered ‘Why on earth is this useful?’ What we’re looking at here is an individual person, using the product. So, we’re looking at, again, data for the KISSinsights product. Admin@KISSinsights.com is our internal log in. So, you can see, for this specific person, when the last time they used the product was. How many times have they visited? What’s the average time between visits? What’s the first site that referred them to the site? What search terms did they use?

What is every single event that they’ve ever done, and you can see it down here. There are a lot of different event types. How many times have they done it? What’s every single property that this person has ever been assigned? So, which campaigns did they see and which call to action variations did they see? It’s just as incredibly detailed setting for this user.

I think, for the power user types, they’re wondering, ‘Who cares about one customer? We had millions of customers come to your site everyday. This is a waste. I would never use this’. But, on the product manager’s side, and on the marketing side, this humanizes the product. This gives a face to a single individual. As a product manager, I look these up. Actually, now, I look these people up to find people to contact to do more customer interviews, because I can actually look at someone and see what they’ve actually done on our site and then I know how to tailor the conversation. This is a feature that would not come about by just listening to CTOs. They would completely dismissed it.

Andrew: Yes. That brings up another point. I don’t think we talked about this before, but it’s important. If you already have a product, how do you use what we described so far, to make the product better or to find your customers? Is it too late?

Cindy: No. It is not too late. In fact, you should go ahead and do this research. I think, the thing that you can do then, and I will call this the Second-Level Validation, and you can actually do this before you have a product. You can do this as early as you have, something like, storyboards, but once you have your product defined to the point where you can tell a narrative with it, and this includes having a distinct product, then he can reach out to customers and basically tell them how you think they should be using their product. This sounds kind of arrogant, but it’s actually a great tactic for making sure that people either agree or disagree with you.

So, I might reach out to customer, say Rubin. I say, ‘Hey, Ruben, I know you’ve been using KISSmetrics for a while. I wanted to walk you through how I think you should be using the product, and I can answer any questions you have. Of course, you add all the niceties. At that point, you say, I think, I can envision that you would come in and you would create this type of report and you would be looking to answer this question and this is what you would do with the data’.

What the brilliant part here is, because you know perfectly well how you are using a product or how, because you seen these storyboards, you know in your mind how this fits in with your workflow, then the customer will interrupt and be like ‘No. No. No. No. You don’t understand. It doesn’t work like that at my company’, or, ‘That’s not my priority at all’. So, at this point, then, if you were to ask them for feedback, they would probably say that it’s nice or it sucks or yeah, I like it. Whenever we talk to people, I’ll always say, ‘Are you using KISSmetrics?’ and they’re, ‘Yeah, I love it.’ I’m glad that they do, but that that’s not actually helpful.

If I say, ‘Are you doing this, this, this and this, because that’s how I’d envision you using it.’ then they’ll tell me either that they are or they aren’t and this is why. ‘No, it doesn’t work that way’ or ‘No, I’ don’t have that technical ability.’ or ‘No, I don’t have access to that.’ or ‘Our customers aren’t like that.’ This is where you get really useful feedback to say, ‘Now we need to fix some things about our product, and these are why.’

Andrew: I see. I get technical sometimes. I get too tactical. You tell me if this is too much. How do you do it? Do you just get on the phone with them and say, ‘Go over to this page, Ruben, and take a look at that.’ or are you screen sharing the way that you and I are doing, using GoToMeeting? Do you sit in person with a few pictures?

Cindy: If you’re at the prototype stage, then sitting down in front of someone with pictures is great. It’s a little hard to do over the phone in that case. Then, you’re showing them and say, ‘Here’s mock up one. This is where you would click and this is what would happen.’ Then you listen. If it’s someone who’s been using the product for a while, screen sharing is a great thing, especially because when you’re watching someone screen share and it’s an app or a site that you’re familiar with, your fingers are doing this mental, you’re almost wanting to click on the screen. You’re watching them click on places that you don’t click on.

It’s so frustrating you want to shout out. You say, ‘I’m going to screen share with you. And I’m going to show you what you should do when you click on something.’ And they’re like ‘Aaaahhh. No. that’s not what I click on at all.’ You can do it without the props. I find that showing them the actual screen and showing them what they would click on, they can almost not stand it. They have to tell you what they would do differently.

Andrew: I see. Then our listener, our student, would be showing their screen using Skype or GoToMeeting, talking to a customer, I think I understand the issue that you’re having, and let me show you how I would solve it for you with my software. The first thing you do is log in and the next thing you would do is upload your contacts. At that point the customer is so irritated that you misunderstood them that they say, ‘I would never upload my contacts first. I want to make sure this works for me and then I would load my contacts and interact.’ At that point you do what? You learn to adjust the product or the presentation.

Cindy: You can ask, ‘Why wouldn’t you? I can see how that might be a problem.’ And then you might say, ‘What if you were able to do this and this.’ You can offer suggestions to keep them going, but you don’t want to take over. You want the emphasis is, ‘No, you tell me.’ A really common mistake is to start with that second level tactic. So, you have an idea and you’re just barely starting customer development, and you’re like, ‘Here’s what I think you should do.’ It’s so tempting. You really, really want to do that, but it’s not time at that point. It’s only time once someone can already visualize the problem and already knows how they would use it and how they differ, how their situation is unique.

Andrew: OK. What other common mistakes are there? Let’s go through the list that you prepared with us.

Cindy: I like this example. It’s really funny because I was just talking how difficult it is not to sell your product and not talk about what an awesome idea it is. It’s like being a new parent and not talking about your baby even though someone else is showing pictures of their baby. You’re dying. Oh, my baby is so much cuter than their baby. But you can’t say anything. You just have to suck it up and nod.

If you’re an entrepreneur take notes. That’s an example of how painful this is. When you jump in with, ‘No, no. Look at my baby.’, then you’re leading the witness. You’re giving an authoritative statement. Remember, you’re the one who reached out to them, so you have a little bit of a position of power. As soon as you start jumping in and saying, ‘Don’t you want to do this?’ then people defer to you and they sit back and say, ‘You know, you’re right. I probably would.’ and say, ‘I guess I would.’ ‘I guess I would’ is a terrible thing, by the way. If you hear, ‘I guess I would.’, you might as well write down, ‘No, they wouldn’t.’ No one says, ‘I guess I would.’ and really means that they actually would. Ignoring things that contradict your hypothesis.

If you’re an entrepreneur, and someone says, ‘I guess I would.’, you’re going to write that down as, ‘He definitely will.’ No. That’s not it. If they say, ‘Well, I probably wouldn’t buy that.’, and you’ll say, ‘Well, she was probably a nutcase.’ and you ignore it. You think, ‘I was just talking to the wrong person.’ or ‘I was just talking to a stupid person.’ or ‘I was talking to an exception.’ It’s so easy to ignore those because you had hypothesis and it sounded really smart.

Andrew: Eric Ries, the founder of the Lean Startup Movement told me that the same thing happened to him. He made this mistake. He brought in potential users, users he thought would be the ideal users. He sat them down to use his instant messaging virtual world system and they said, ‘Well, I would never do this.’ and he thought, ‘I got a dumb kid.’ or ‘I got the wrong customer. Get her out and bring me another one.’ He did this a few times and then realized, ‘Maybe, it’s not them. Maybe, I’ve got the problem here.’

Cindy: That’s right. This is again why I talk about the importance of writing things down, because in your mind, you’re mentally ignoring it. This is not because you are weak, actually our brains are configured to do this. From a neurological standpoint we like to ignore things that don’t fit in with our experiences. You have to play a trick on yourself by writing it down, otherwise in your mind you will forget that that person said this. So, you write it down.

Then when the next person says this and you say, ‘Wow, what a nut case.’, you have to go back to your notes and go, ‘Oh, that’s the second person who said it.’ Now I have to go ask the third person. and say, ‘Another person told me this.’, and see if the third person is going to say it or the fourth person. You need to bring that in. As painful as it is, you need to bring it in and make it part of your learning and your thinking.

Andrew: I think the next one is not poking your own bruise. We didn’t bring this up earlier. What’s the idea of poking on a bruise?

Cindy: When someone says something that invalidates a hypothesis, now you have to run it by another customer. Now you’re poking your own bruise. Now, even though you don’t want to, you’re like, ‘I hate that. I’ll skip it.’ Now you’re asking another person. I mention this in two contexts. The poking of the bruise is something you don’t want to do because it hurts, and you feel like you probably shouldn’t. Poking someone else’s bruise sounds really cruel. That’s when you’re talking to a customer and they’re telling you about something that’s clearly frustrating to them. Polite company would say that you should probably change the subject.

So, if you’re talking to someone and they say, ‘I just broke up with my girlfriend, and it was awful.’ you’re probably going to start asking about the movie they just saw. The customer development tactic would be, ‘Wow. Tell me about it. What happened. Were you guys fighting?’ and just keep going and going until you get every little bit out of it. It does sometimes make me feel like an awful person, but on the other hand, people love to vent.

When you do that, initially when you make this person keep talking about this thing that’s frustrating for them, so it’s actually cathartic. After the initial frustration, they’ll be, ‘And you know what? Another thing.’ and they’ll just keep telling you this really fascinating stuff. That’s generally where your good ideas come from. It’s not from the first thing they say. If it was, wouldn’t have everyone come up with your idea already?

If the very first thing the potential customer said was the ticket, it would be so much easier to do this, but it’s not. It’s the thing they say after the awkward silence, after the frustration, after the emotion. Those are the things that they say, that you say, ‘Wow. This is a problem that I need to solve.’

Andrew: Something like that happened to me yesterday. A couple of days ago, someone in my audience called me up and said, ‘Can I ask you two questions about connecting with people, about how you tactically interact with people. Make sure that you meet with the right people and not the wrong people.’ At first, I was just helping out a friend, helping out someone in the audience, but at one point she tapped on a bruise.

The idea of getting too many requests from too many people and not knowing how to figure it out, and I started to go off. I didn’t mean to, but I got really upset, and she got uncomfortable with that. She backed away, and I thought that it felt really good to vent, but I felt guilty that I did when she backed away because she felt uncomfortable. Now I see that she should have kept me going. She should have figured out where this problem was coming from.

Cindy: You have to be very comfortable with discomfort. If you’re an entrepreneur that’s the whole reason, right? If you weren’t comfortable with discomfort, you’d have a nice 40 hour a week job with super perks, and you’d take the weekends off and not think about things. We’re not wired that way. Initially, it is kind of exhausting.

When I first started this, and I’ll share this with you because you all are going to feel this way too, I had to psych myself up. I had to be, ‘OK. I have call at one. I’m going to get my coffee. I’m going to get my cookie. I’m going to do this, and then I’m going to go for a little walk afterward to pep myself up.’ It was really hard, because you’re talking to strangers, you’re trying to sound upbeat, you’re trying to be very carefully neutral, but also poke their bruises. They’re going off, expressing all this emotion.

At the end of it, you’re like, ‘Thank you so much. I learned so much.’ You hang up and you’re like, ‘I’m exhausted now.’ It does get much easier, but initially it is really exhausting. But, it’s the thing you have to do. Remember, you’re building your business off of this, so this is like the hard physical labor that comes first and then later you get to put in the appliances and do the painting and that part’s easy by comparison.

Andrew: Final mistake, relying on surveys. Cindy, you own a survey company at KISSmetrics. Tell me about that mistake.

Cindy: Everyone likes surveys.

Andrew: That’s open of you to say it.

Cindy: Because they’re clean and you don’t have to talk to people and you can get lots of feedback. And I think this is a very interesting point because there’s a lot of suspicion that ten interviews could get you anything valuable, because on the face of it, it seems ridiculous. How could that be? I mean you’re potentially selling to hundreds of thousands, millions of people.

How could ten people actually get you something valuable? Wouldn’t it be better to send out surveys and get a thousand survey responses? So that’s the dream but what actually happens is you send out surveys and you get 10,000 people saying yes or 7.5 out of 10 and that’s not telling you anything. But you can kind of convince yourself. Oh, 7.5 out of 10 that probably means 75% of people would buy my thing, awesome, full steam ahead let’s build it. It’s not the time for it, the time for surveys is when you know the question and the answer or when there’s something that you’re wondering.

You’ve gotten so far along that now you have an internal debate like do you think more of our people are using laptops or monitors? We actually had this exact debate. I was like I bet most people are using laptops these days so we should design our stuff better to fit better on a screen. We’re going back and forth, no, no people have big monitors, everyone has big monitors. They were like put up a KISSmetrics survey. So I did and then we knew the answers because there are only so many options. You’re either using a little tiny laptop, or you’re using a big laptop, or you’re using a kind of small computer, or you’re using a big computer. That’s four options. Or you could be using an iPhone I guess but I chose to ignore those people.

That’s a great time to ask a survey. You don’t need to get on the phone to ask a question like that because you don’t need someone to vent about how their small screen doesn’t let them see things because you know what the frustrations are. At that point, go to town with the survey. If you already have a product and there’s one little thing you’re wondering, or you’re looking at the data and you say “I see the numbers I want to know why.” That’s when you use surveys. But in the beginning you need to stay away from them. It will be very, very tempting but all they’re going to tell you is numbers and that’s like reading a market research report and basing everything on that.

They’re numbers, they might have actually been derived with some kind of statistical significance and scientific accuracy but they don’t actually tell you what people are going to do. The best predictor of how people are going to act is how emotional they are, what problems they have and their admitted willingness to solve those problems, or their current state of , well I have this really awful work around process. That’s what’s going to tell you that people are going to buy your product and you can’t get that out of a survey.

Andrew: All right. Let’s bring up Kissmetrics.com one more time as I ask you this last question so people can see the site that all of this research built. Final question is this, it’s a lot of research here, you admit that it takes a lot of work, it’s worth it but it’s a lot of work. What’s the first step that the persons listening to us can take right now without going through the whole outline, without even committing to do it all, what’s one thing they could do to just put their toe in the water?

Cindy: I think it goes back to these questions and talk to one person, ask them four questions. Listen to what they say. If you hear something emotional practice focusing on it, but just really listen and even if you haven’t committed to doing a lot of these just the practice of listening and the practice of really letting people go open-ended might tell you a lot. If you already have a product, do it with an existing customer. Even though they’re using your product you can still say “tell me about how you’re doing this generic thing?” and just listen.

Andrew: All right. Great place to leave it. Cindy Alvarez from KISSmetrics. Thanks for leading the session with us.

Cindy: You’re welcome.

Andrew: Thank you all for watching, looking forward to seeing the results.

Cindy: And I hope you all go out and do this very thing, listen.

Andrew: And send Cindy your results. Cindy Alvarez, you got your email address right there on the screen, but I’m going to edit it out so people can see it and they can send you a note and let you know how much they appreciate what you just did. I know I do, thank you.

Mixergy How-To Guide: Minimum Viable Product

Mixergy How-To Guide: Minimum Viable Product



Ideas? Suggestions?

Your feedback is extremely important to me, because I want to give you only the best and most valuable information to grow your business.

If you have an idea, suggestion, or concern, please let me know.

Talk soon,
-Andrew

Master Class: Integrating Social Sharing
Taught by Jonathan Strauss of awe.sm

Report issues here

Master Class: Integrating Social Sharing

Time to watch/listen: 69 minutes


About Jonathan Strauss and awe.sm

Jonathan’s Blog

awe.sm, Jonathan’s business

Master Class Toolbox

Jill Andrews (musician using Topspin Media)

LaunchRock

BestVendor

PlanCast

Living Social

AppSumo

Tiny Chat

Gilt Group

TED

BigDoor

One True Fan

Topspin Media

Zynga

Flowtown

Transcript

Download Transcript Here

Andrew: In this session we are talking about how tracking social media can get you actionable insights. This session is led by Jonathan Strauss, co-founder of awe.sm. A powerful platform for tracking and proving what happens when you empower audiences to spread the word on your behalf. I’ll be facilitating, my name is Andrew Warner. I’m the founder of Mixergy.com. We are proven founders, each.Jonathan, do you have an example of what our audience is going to be able to do at the end of this session?Jonathan: Yes. Hi, Andrew.

Andrew: Hey.

Jonathan: For today’s session, I’m really going to focus on Plancast, who are one of our customers who use the data we provide around sharing to help run their business more efficiently. These are some data. It’s actually real data. I’m not telling you what time period it is from. Plancast gave me permission to show you some of it. In this case–

Andrew: Actually, I’m sorry. Before you go into the data, let’s take a look at Plancast and just explain to people who don’t know what it is, what Plancast does. I think it will help them understand the data.

Jonathan: Sure. Plancast is a social event website where people can basically tell their friends about [inaudible]. Sharing is an integral part of their customer acquisition and engagement strategy.

Andrew: I’d go, I’d put an event up on Plancast and not only does it make it easy for me to keep track of the RSVPs but makes the event a little bit more social because my attendees get to know who else is going to be at the event. Maybe start chatting before the event, during the event, after, lots of little social components there. That’s what it is. Let’s take a look at the data now and understand how because they get social, they grow their business.

Jonathan: Right. In this case, in this indeterminate period, you can see that we are helping Plancast track the results driven from social. The ones that they care about primarily are the number of sign-ups of net new customers, who are signing up to the system. Attendances which is basically an engagement metric of how many people are counting themselves into events. Comments, again, kind of a sub-engagement metric and some [??] which are how many people are subscribing to other people on the site.

These are the levers that they are trying to optimize in their business. In this case, what we are showing you is that through social sharing they were able to drive meaningful results that we are seeing here. They drove through social sharing this period, almost [3,000] page views, almost 500 new users, 1,600 RSVPs, 176 comments and over 2,200 subscription which are valuable to them. They increase the ongoing social engagement of customers within Plancast.

Andrew: OK. You are using them as an example of a company that really embeds social into their product, doesn’t just add a ‘tweet me’ button or a ‘Like this’ button. Let’s see how that happens. I know that’s one of the big points of this session that you want people to make. While you bring up Plancast to show how that happens, I’ll say that, the audience keeps telling me, “Hey, Andrew. There is always one idea that makes the time and money I invest in these courses makes the whole thing worthwhile.

I think for me, this is the one thing. As you listen throughout, you’re going to find, I hope, many of those little one items. Many of those individual items that alone will make the whole time you spend with us together worthwhile. Here, they do have ‘Tweet’ button, they do have a ‘Like’ button, they do have ‘Send’ button. That’s the way most of us would do it.

But you’re saying they get much more traction because they embed even further. So let’s see how that happens. This is an event. What is the event?

Jonathan: This is the after party for the Tech Crunch Capital Event next week.

Andrew: OK.

Jonathan: I think that one key take-away that we see when we work with customers around how they can get the most out of social sharing, it’s exactly the point you were making. That is not to think of it as a tacked-on after thought but really to think of your social integrations as first class features in your product.

Here, the biggest call to action on the Plancast page is this ‘Count me in’ button. It doesn’t just in this case, communicate add me to the event, it is also because when I signed up for Plancast they asked me to connect my Twitter account and Facebook post. This is going to auto-tweet on my behalf and tell my friends that I’m going to this event even if those friends aren’t on Plancast.

An example of that is, right here, you can see…

Andrew: I hope the editors can get this in. We have a ton of tabs open here, because we wanted to have every single tab available for this session. That’s what people tweet out?

Jonathan: Yeah, so you can see these all say, “I’ve made plans for, I’ve made plans for, I’ve made plans for…” These are auto tweets that are coming from Plancasts that you can actually see that the source is Plancast. This is the result of all these people. Every time you count yourself into an event on Plancast, you’re basically marketing for them.

We’ll talk about this in more depth in a minute. The reason that that works so well for them is because it’s virtuous. They’re not just trying to coop their users into being free marketing, they’re actually adding value to their users. When I’m counting myself in on Plancast, I want my friends on Twitter to know that I’m going to thing, so that they can be drawn there and they can do it as well. So, it’s a win-win integration, which I think is a great showcase.

The other thing that they do is, if you notice, that “Count me in” button was just replaced by an “Invite Friends” button. They’re going one step further beyond just, hey, tell everybody generally what you’re doing and encouraging you to invite specific friends. In this case, they pull in friends who aren’t just on Plancast, but also people you’re connected to on Twitter. That allows you to send things through Twitter directly to them.

Andrew: I see, so, for example, Andrew Hide is on your list, because you’re following Andrew Hide. If you want to invite Andrew to the event, they’ve now made it dead easy for you. You just click and boom he gets invited.

Jonathan: Right. In this case, Joe has a Twitter icon over him. He is not actually a friend on Plancast, he is someone I follow on Twitter and Plancast was very smart about this where, they’re basically encouraging me to tweet directly at friends instead of just generally as well. They do the same for me.

Andrew: So, that’s what we’re trying to get people to understand, your idea that Social needs to be embedded, not added as a button. I know that’s something I need to get better at. I can see that when it’s done right, the data supports the power of it. The first step to doing that, as you and I talked before the session started, is that you’ve got to figure out what your goals are. Do you want to give me an example of a company that knows what its goals are?

Jonathan: Sure, I’ll actually give you three. What’s important is it’s the right goals for your business, and there’s all different types of business. One of our customers is Gilt Groupe, their goals are pretty straight forward. It’s selling more merchandise. So, it’s driving revenue. When someone tweets about a product from the Gilt Groupe website, we’re helping them track, not just what’s being tweeted, but who’s tweeting it, when it’s being tweeted, and the results that are being driven through that.

Andrew: If they know what their goals are, beyond those buttons at the top, how is Gilt using Social? Are they embedding any more than that?

Jonathan: That’s something we can’t discuss right now. They’ve referred to this as their “Sharing Ghetto.” They are hard at work, and we’re working in conjunction with them on integrating Social more natively into the site. That’s a big priority for them because they’ve realized that just as tacked-on afterthoughts; it’s only going to perform so well. When you think about tying more into action, like, “Hey I just purchased this” and we can talk a little more about that going down the line of personal endorsements. Like when I’m saying, “I just counted myself into this event on” or “I’ve made plans to do this on Plancast,” that personal endorsement resonates a lot better than just the, “Hey check out these shoes.”

Andrew: We’re going to get into that later, and we’re also going to talk about how to make it all more integral. I’m going to shelf the idea of “How can an eCommerce site make Social a more integral part of their business?” I want you to go onto the next example of a company that knows what its goals are, and we’re going to come back and talk about how eCommerce can this well.

Jonathan: This is a music artist site called Jill Andrews. This widget here is provided by a company called Top Spin Media, that is a partner of ours. So, Top Spin is basically helping the music artist go direct to fan and build those relationships. So, of course, this is a little more nuance than just a straight up Ecommerce. Of course, the artist wants to sell things but they’re also interested in building their fan base. And so for them, understanding who their most valuable fans are, is an important part of their community management efforts and kind of how they cultivate that community beyond just tracking what sales were driven by.

Andrew: OK. So when you say that they know what their goals are, they’re goals are to get, what are they’re goals? We’re using them as an example. How are we doing that?

Jonathan: So a lot of it depends on, most up and coming artists who are using social media are very much like new start up because their primary goal is to acquire fans, and to expand their user base, if you will. And so the best way to do that is really through social channels. If I’m telling my friends I really love this band or I really love this act, that’s when you’re going to get not only some of the best qualified referrals, but those people are going to come in with, most likely, a better experience because it’s going to be able to be a more social experience.

Andrew: OK. So now that we know what they’re goal is, how are they doing it? Are they doing anything with those goals?

Jonathan: Yeah. So if I’m actually going to say I want to download this. So in this case, the conversion they’re trying to drive is actually to get an email address and so if I go through this whole funnel and I put it in, I put my email address in, I’m going to get basically a link emailed to me to download this, but that is also called the action that comes along with that to tell my friends that I just downloaded this and I love it and stuff like that.

Andrew: OK. All right. Let’s take a look at another company.

Jonathan: Sure. And this is basically how sharing would happen from that button to Facebook and …

Andrew: That’s how sharing would happen from the button that’s within that little video player. Right?

Jonathan: Exactly.

Andrew: OK. All right. Cool. So let’s see another one.

Jonathan: So another, third example, which is more of a media example, a customer we work with, which is Ted. Com. And so, Ted’s primary goals are very much like bigger brands which is, they’re trying to increase awareness and conversation about, not just Ted in general, but the specific talks, and so for them, they’re looking at sharing integrations as ways to understand the diaspora really of where these things go and how they’re stimulating conversation, and what types of things stimulate conversation.

Andrew: I see. So for most of the people that are going to be listening, and frankly for me, the whole goal of social in everything is to just get more. Not more conversation, but more registered users, more customers, more people on the site. They’ve got a different goal here. I understand it and what you guys are doing with them is you’re helping them track that. You’re not helping them track how many people are coming in and registering with their email address and then buying Ted, you’re helping them understand (?) how far is each tweet going. Where are people clicking and so on.

Jonathan: The amplification …

Andrew: OK. All right. And I like that, one of the reasons that I wanted us to include Ted in here is because I want to make the point that it’s OK to have a different set of goals. Everything that I want, which is registered users and customers, or traffic. Registered users, customers in that order and as much as possible isn’t necessarily with the person who’s listening to us wants. Whatever the goal is, be aware of it. Let’s talk now about how once you discover what your goal is to make social an integral part of your business. So we’ll look at a few examples here. We looked at Plan Cast before. How do we look at me? Let’s look at my example on my site and you tell me what you think of what I’m doing here. Describe what this page is since you’re kind of a part of it. In fact, you’re definitely a big part of it.

Jonathan: So this is the page that you guys set up for getting people to tweet or access to the live stream of what we’re doing right now, and in a lot of ways, it’s very well done. It’s a very clear call to action. You have a clear over or explicit reward associated with that action, so when I tweet, I’m getting instant access from it. And it’s generating, I might actually do it. See, I hadn’t done this before. But it actually goes through an (?) flow which can be a little bit intimidating for a lot of users. A lot of implementations think that you need to use (?) to be able to track things authoritatively. That’s not always the case, but we’ll follow through, and I guess I just tweeted, about a very meta tweet, that just happened.

Andrew: So, what I did exactly, what we’re doing here is saying in order to get something you need to tweet. What we’re not doing well is, first of all, the design, we hacked that thing together very quickly. What else would we need to do to make that work better? You’re saying you don’t have to have, (?) being that little box that says do you give Andrew permission to tweet on your behalf that you’re going to be at this event. What should we be doing instead?

Jonathan: Well, so here’s the actual tweet that it generated, which I’ve been seeing a lot of in the last few days, because it includes my Twitter handle in it. So that shows that there’s a pretty good volume of tweets that were happening with that. I would say some of the stuff that could probably be optimized; A is most users when they want to tweet something, whether or not they want to change the default, they often times want to at least be able to see and confirm the text that’s going to be sent out. In this case, your default text is whimsical, and probably makes sense for me to tweet something like that, especially about myself. But not everybody necessarily likes to leave their tweets with all [??].

Andrew: They don’t? I thought that’s what President Obama did every time, every time he tweets it’s “oh, yeah, I just went in to talk to congress and give them a little whip ass.” OK. So that’s a good point, what else?

Jonathan: Then, I guess the next step would be, you see what happens when I click through. So, you basically get, this is the end of the funnel, so assume that I’m not me, assume that I’m one of my friends who just saw this and clicked on it. I would basically get dumped into the same page, where I started. So it’s kind of a little bit of a circular loop here, this makes no mention of the fact that whoever is clicking on this got here through my tweet, and so that I think, is a lost opportunity to contextualize the inbound.

Some folks have little boxes on their blog that look at refer and say, “Hey you got here from Twitter, maybe you want to follow us on Twitter, you got here from Facebook, become a fan on Facebook. So those types of landing page optimizations, using the context of the entrants, those are important ways to refine your conversion rates, when you think about social sharing as marketing and the result as a funnel.

Andrew: Got you. So, what we did right, you and I talked before, you said your tie sharing to an action on the side, I’m looking here at my notes. So that’s the first step, tie sharing to some action on the site, and Plancast does that in some of the examples that we’ll see here. The next step after that is to find an action that’s logically social, and that’s something that we did not do. The fact that you’re tweeting this out to get access, it’s not logically social, with Plancast it is, you click in order to join the event, but you’re also clicking to tell your friends that they should join with you because the event gets better the more you get your friends to join. What about Lawntruck? I see that you’ve got them up, they took it to the next step where they made it where the action that they picked is logically social. Right?

Jonathan: Actually, I think Lawntruck is very much in line with what you guys are doing, which is more of this explicit incentive, these quick pro quo. So it’s kind of this barter with the user, that say’s I’ll sign up for Lawntruck right now, which is great, so thanks.

I want to get an early invitation, so again, with the explicit incentive of why should you be sharing this. To earn something, you’re going to get something in return, or becoming part of our sales force, and I think most users are savvy enough to be OK with that. Frankly, in both your case as well as the Lawntruck case, what’s good about the design is it’s virtuous rewards. Because if I don’t really like Mixergy, if I’m not really interested in this guy Jonathan Strauss’s talk, then my reward isn’t going to be very valuable.

So, by fact, that my reward is tied to the thing I’m sharing, that works pretty well. The same thing here, if I didn’t care about getting early access to Lawntruck, then I wouldn’t share it. Where it breaks down is when you start giving people monetary rewards, for example, that are kind of not linked to the goal of the sharing action, where…

Andrew: What do you mean, what’s an example of that not being done well?

Jonathan: We work with folks like BigDoor and OneTrueFan, who are doing gamification features for websites. They have had to build in rules to prevent people from spamming the system and trying to game the system, because if your just trying to earn points or referral rewards.

For example, we were talking yesterday with one of the big online ticket website and they’re interested in using our system to build in a social referral program, but they’re very concerned wit not being gamed by scalpers who are going to try and get a discount on the ticket they’re scalping. You have to be careful.

As soon is money is involved, as soon as something fungible is the reward, that’s when you have to be worried about people trying to game the system, and you have to build in anti-spam mechanisms. For your stuff and LaunchRock, what’s the point of gaming this? I get earlier access to LaunchRock? That’s [??].

Andrew: One thing that you told me was when you’re saying FindActions that logically are social, you and I were talking before about how on Mixergy, we should be saying, ‘Tweet this for live access.’ The benefit is, that when you Tweet it, your friends will be there to watch live and interact with you as you’re watching, so it enhances it. If you go to Tinychat.com/Mixergy. I’m going to pick on my own channel on Tinychat, I think we’ll be able to show that they do this really well. They take it to the next step.

They say to use your Twitter account and we’ll talk about services Twitter later, but for now we’re just fixating on one to make it easier. They say that if you use your Twitter account to log in, you won’t have to create an account here. But also, when you Tweet, you’ll be encouraging your friends to come, and the experience becomes better for you and your friends, because now they’re there to chat with you. Tinychat is a video and text based chat site. It looks like it’s taking a little bit of time to come up. I think on the bottom you’ll see the chat room somewhere. Maybe it’s loading up right now.

Jonathan: That’s a great example of one of the reasons that social is getting so ingrained into peoples’ sites. It started in their applications. It started more, more . . .

Andrew: There it is. There’s that pop up. If you click on that, I believe what they’ll do is Tweet to your friend, ‘Hey, I’m at the Mixergy chat room. Come chat with me.’

Jonathan: That is a really interesting part of the social integration into applications, because it’s not just for customer acquisition, even though that’s the topic of this talk. This is really about how you can use social to drive low cost customer acquisition and engagement. There you go, invite your friends. Very similar to the invite flow that we saw in Plancast, where they’re pulling in, who are my Twitter friends, and allowing me to target them directly. One of the things that we found out . . .

Andrew: Can you close that tab before we move on from this part of the conversation? I don’t want too much sucking up your bandwidth as we’re talking. I want to make sure we get as much attention on you as possible.

Jonathan: I pulled up this Tweet from turntable.fm because it really showcases the potential value of social in improving the product experience, not just as a marketing vehicle. It can be both. In turntable’s case, which is one of the hottest start ups around. I think they just raised $7,500,000 on a $37,500,000 valuation. This Tweet actually was from a week or two after they first started launching, their soft launch.

In order to get in initially, you had to sign in through Facebook and you had to have a friend who was already on it. This goes to show the power of that approach in the fact that just two weeks in, their addressable audience was over 2,500,000 people in the friend to friend network. The benefit of taking that approach wasn’t just the exclusivity and virality of it, but was also the fact that everyone that came in was pre-qualified, and their social network had been by default, feeded.

When I landed in Turntable, I was finding all these people in there who I knew that I could listen to music with. It wasn’t just wandering around with a bunch of strangers. I think that has been a huge part of their success. Similarly, Plancast told me that in looking at their sources of new users, the ones who came in from social were in the end, the most valuable and the most engaged. They were coming in with a social contact, with a social graph that existed.

Whereas, the folks who were coming in off of search and other non-social channels were coming in… Most applications today are better with friends. You want to go and use these social channels to get more friends in there and build a strong social network. If I show up and I have no friend, then I don’t like the application.

Andrew: OK. What we have learned is, make it an integral part of user experience, tie the sharing to an action on the site. Tie it to something that already exists, don’t just put it in the ghetto, as one customer of yours said. Find actions that are logically social and integrate there. You also said that you don’t have to use auauth [SP]. Auauth was that box that popped up that said the site, in this case Mixergy and in another case is was TinyChat, permission to tweet on your behalf.

What’s another way to do that and ensure that people are taking the action that you are requiring?

Jonathan: This is a little bit geeky. This is where aws.sm can come and adds value for a lot of our customers. If the user is logged into your site, we can help you track the tweet through just a standard tweet button or like button or Facebook share button and attribute it back to that individual. They do need to be authorized to your site in some way.

It doesn’t have to necessarily through auauth or Facebook connect for you to be able to tell whether or not they successfully tweeted. Most importantly, there were results driven through that.

Andrew: I see. If I’m understanding you right, you’re saying auauth will create a unique URL for each sharer and it will see if that unique URL is shared? No?

Jonathan: Aws.sm will not auauth.

Andrew: Oh, sorry. I meant to say aws.sm. Aws.sm will create a unique URL and then it will say, “Did this URL get tweeted? If it did, give credit back to the person who did it.”

Jonathan: Right. Right.

Andrew: Perfect.

Jonathan: I can show you an example right here using the tweet button on Plancast. This link that was generated PlancastN1C is actually because I’m logged into Plancast, that is going to be tied to my Plancast user name. Any clicks, page views, sign-ups, whatever they want to track that are driven by that action can be attributed to back to me.

I can show you an example of that in the data later.

Andrew: OK. Actually, let’s talk about ecommerce. I promised that we’d get into it. How can an ecommerce site make sharing an integral part of the experience and by doing that, get more people to share?

Jonathan: Sure. One of the main things that we find ecommerce sites like to do, again, the idea of the endorsement rather than the random share. An example of a not as effective way to do it, this tweet that is happening from here today, actually, [chuckles] doesn’t say much. It says new balance. It doesn’t even say what product.

Andrew: Yes. That really is a ghetto. Even if they get an endorsement, it’s not integral and people aren’t going to do it. They might do it, but they don’t have to do it, so they are not likely to.

Jonathan: Sure. If I added this to my cart or I purchased it, that’s where app Zumo code does a very good job…

Andrew: Ah, perfect. Let’s take a look at how app Zumo does it.

Jonathan: App Zumo does a great job of merchandising to you. I count one, two, three different calls to action basically above the fold to try and drive me to share this. They have also done for certain free promotions the same thing that you guys did with the live view which is say, “You’ve got to tweet this in order to get access to it. It’s free except you have to tweet it.”

I think one of the virtuous ways, very similar to how Plancast does the “I’ve made plans” auto-tweet. Is to say, when you’ve bought something as part of that flow, do you want to tell your friends that you bought this and potentially get a discount or whatever. Even that discount can many times be secondary depending on what you’re purchasing, the fact that you purchased it is a strong indicator that you’re likely to want to share it.

Andrew: OK. I think we talked before the interview, before this course, about — I’m an interviewer, sorry I keep using the word “interview” for everything. I’ll have dinner with my wife and it’ll be the next day, “That interview that we had last night was really good” meanwhile it was dinner, a date with (?). If you click on the “plus invite friends” you can kind of show how this happens, but it is part of the flow you say if you were to buy Shopify at the end of the process, they would say you can now get a discount or earn credit for the future by Tweeting out this link or posting it on Facebook. There it is. There is the app sumo URL that’s unique to you that they track it whether you do it on Facebook or Twitter or any where else it doesn’t matter. OK. So that’s how they’re kind of making it integral.

I also interviewed the founder of Living Social and of course they made their reputation, let’s see if we can get that part of Living Social on your screen. This is a show and tell so I keep saying, let’s bring up the websites. I want people to be able to see all these examples as quickly as we can get to them and include as many as possible in here. What they did was they said, you get our offers for free if you get three people to take them and that’s a big encouragement. For a long time it was one of the main calls to action, is what I’m looking for.

Jonathan: They are in a lot of places.

Andrew: They really are. They just keep growing and growing.

Jonathan: Yeah. I think . . .

Andrew: I think if you just close down that drop down menu and just click the “skip this I already have an account” that should take you right to it.

Jonathan: I was going to get my deals in Palermo, Italy.

Andrew: I think it might even send you to Palermo, Italy and then get you the deals. So can we see that? Is it still up here?

Jonathan: Yeah. So, want it for free, buy first then share a special link, if three friends buy yours it’s free.

Andrew: Perfect. Right. I see that they are reducing their call to action. I think they’re going just for sales right now, but that was an integral part of their message for a long time and it was a main Call to Action. So there’s an example of how e-commerce can make social integral and a deep part of the business. All right. You started talking, sorry is there something else you wanted to say on this topic before I shift us?

Jonathan: I was just going to say that one thing, especially on e-commerce and social in general not to forget is email. A lot of people, especially the daily deal stuff; (?), Groupon, Living Social have grown a ton through building their email subscription list and the way that they do that is, they give you a deal an offer, not only do they split the (?) to share, but a lot of the stuff your implicitly going to want to share. Hey, I know a person who is going to like that. I find myself forwarding daily deals that I’m not interested in.

Thinking about how to socialize email, putting Tweets and Likes and Calls to Action in email in addition to the inherent forward-ability of emails, is something that we see a lot of cutting edge e-commerce folks looking at as well.

Andrew: OK. Actually, why don’t we talk about that? We’re kind of skipping ahead here to another section, but will come back and talk about what’s being shared, which was supposed to be our next section. The part that we’re talking about now is: Where to Share. We’ve been talking a lot about just Twitter and we’ve kind of been mentioning Facebook, I kind of saw on your screen, Google. Just started talking about e-mail. Do we just put as many of them as possible up there and let people pick? Is there one we want to concentrate our effort on? What do we do?

Jonathan: The short answer is, it depends.

Andrew: Depends on what?

Jonathan: It depends on your business and really your target audience. Each of these channels has their own advantages and again going back to the (?) data, (?) is primarily Twitter and Facebook. We actually breakout for them, in this table we’re breaking out Tweets versus Direct Messages on Twitter. Facebook posts versus Facebook Likes versus Facebook Shares because if you’re really trying to fine tune stuff, those show up differently in the Facebook News Feeds.

At a high level, Twitter is the network of loose ties, which means that the potential amplification effects or the viral (?) can be really high if you hit the right community, but because it’s just that easy to re-Tweet, everything’s public by default, things spread like wildfire when they hit the right tender. But if your audience isn’t a Tweeter-centric audience, PlanCast happens to be, because as you can see from this graph here.

The blue lines are the percentage that Tweeter is contributing. Actually the blue and the yellowish orange are from Tweeter. The three Facebook channels are big [??] there, but when we look at other customers, some customers are in a more less tech savvy demographic. Their audience is much more likely to share on Facebook.

Facebook is great because as a network of close ties, while my message when shared on Facebook isn’t going to necessarily be delivered as broadly. Per Facebook like, or per Facebook share, it’s probably going to be seen by less people, but those people have a much closer relationship to me. For example, in one of these tabs…

Andrew: I know, I was just thinking that myself. Where is that? Because we know that Facebook isn’t going to show everything that your user broadcasts. It’s only going to select a few people to put into that main feed, and those people are going to b really closely connected do you.

Jonathan: Right, and these are people Facebook knows I interact with and a little known fact. You can toggle this here, this most recent. It’s actually going to show you the real time feed of new things that are coming through by all my friends.

But the top news is what everybody sees by default, and that’s really tied to people that I’m interacting with closest on Facebook. That means that when I see something from them while I may be part of a smaller audience that seeing that. I’m much more likely to be interested in what they have to say.

So that’s very powerful in itself. LinkedIn is great if you’re doing something that’s business oriented. Folks like TechCrunch and, Business Insider, see a lot of value from sharing on LinkedIn because it’s peoples professional networks, e-mail is still huge. But it doesn’t have the potential amplification effect because when you’re sending email it’s always either one to one or, one to few.

The user has to explicitly enumerate all the recipients, whereas I Tweet something that’s going to everybody. I like it on Facebook that’s going to my closer network on Facebook, and so those are different considerations to help you understand what channels are going to do the most for your business.

Andrew: All right, what do we Tweet out, what do we post on peoples Facebook pages? What’s the message that we encourage them to put out? What kinds of messages first, and then we’ll pick one.

Jonathan: Going back to PlanCast as the example. I have my generic Tweet, or generic share which is really the, hey look at this. This is that default Tweet, oh, they’re smart, or, that’s interesting. Because I opted in to this, I think they changed the default text to say that I’ve made plans.

But if I haven’t opted in… Let’s see what happens. Let me refresh it. It’s going to say, hey, check out the TechCrunch [??] party. They also have these ones down here. That’s not going to get the kind of click through rate. Actually it still says I’ve made plans. Well, I guess they default it to that.

You can imagine the difference someone just generally saying, hey, check this out, versus the endorsement which is, hey, I’m doing this, or I just bought this. It’s giving you one more level, like you tell your friends about a new product you heard about.

Well it’s one thing to say, hey, I heard someone mention it on the news, or it sounds interesting. It’s another thing to say the endorsement of, hey I jut bought this thing it’s amazing. And then the third category is really the invitation which is saying, hey, you know, I think this will be great for you.”

Andrew: I see. Come join me at this event. There is either the bland statement; this is an article on this and that. There’s the endorsement; check out article, I really like this article. Or this is a great Tech Crunch event, in this case since that’s what on your screen. The last one is the invitation; come join me at Tech Crunch, August Capital after-party.

Jonathan: Right. To show you kind of a different–

Andrew: Yes. Let’s look at the stats here.

Jonathan: In the stats, these are the different ways that people are sharing from Plancast. The auto-post has the highest volume, right? People are hooking that up, it’s going out automatically. That makes sense. It is also generating the most page views, or it’s pretty high up there with the page views per share. They have five page views per share which is pretty good.

The conversions are relatively low, 10%. For each visit that’s generated about 10% actually take one of those four different actions that we are tracking. Which are, signing up, if they’re not registered, attending an event, commenting on an event, subscribing to a user. What is interesting is while the manual invite a friend feature basically had half the sharing volume.

Andrew: At half.

Jonathan: Right? And had one-tenth of the visits, it was very targeted. Invite-a-friend is, again, more like email because it has to be explicitly enumerated, where you say, “Oh, I really think Andrew is going to be interested in this.” Look at that conversion rate. Right? When people are invited and they have that explicit, “Hey, this is for you.” They tend to convert at a much higher rate.

Andrew: I see. We actually see that over 50% that invite a friend even though it has a tenth, just 10% of the number of uses of the auto-post it has 50% just half of the overall number of conversions, 60% actually. It’s responsible for a lot of the conversions. What that tells me is this, if I don’t have a massive audience, the first thing I should do is figure out how to get my audience to overtly endorse the product.

I should be thinking if I’m tweeting or if I’m getting them to put it on Facebook or whatever it is, I need to come up with ways for the user to endorse the product. I don’t need to have as many people. I just need to have more of an endorsement is what I’m picking up from this. What do you think?

Jonathan: Yes. The strongest conversion comes from the explicit invitations, right? The, “Hey, Andrew, I think you’ll really like this.” That makes sense, right? Social media is really about real-world social phenomenon just manifested online. A lot of this stuff is just thinking about examples of how you would talk about this stuff in real life with your friends and whatnot.

When I tell a friend, I think this will be good for you, they’re obviously much more likely to check it out and potentially convert, if I know what I’m talking about. I’m only going to tell that to a relatively small percentage of my friends. The point that you’re making is that this is kind of the happy medium, the auto-post here which is 11% of the people who visited the endorsement of I’ve made plans for this.

The reason it’s a higher volume and has a higher number of page views is because I’m broadcasting that out to the world, but I’m broadcasting it with my personal endorsement. It’s not just a “Hey, check this out.” It’s the “Hey, I’m doing this.” That converts at a pretty respectable rate of over 10% of the visits turned into a conversion.

Andrew: Actually, when I had little traffic on my sight, what I probably should have done was created ‘tweet’ buttons that said, “I recommend Mixergy” or “You should be reading Mixergy”, something that has a lot of endorsement power to it. You know what the other thing I’m looking at your stats right here and I really appreciate you sharing real stats. The ‘tweet’ button is number six on your list there. That’s the standard button that I have on my site, that most people do.

Compare a 129 tweet shares with that button to the auto-post which has 4,000. Many times more. That goes back and just emphasizes what you said earlier which is that, you want to make it an integral part of the process. If it is just a button on the page, you might as well be calling it what build group calls it, the ghetto.

Jonathan: The sharing. Yes.

Andrew: What do they call it?

Jonathan: The sharing ghetto.

Andrew: The sharing ghetto. Frankly, that is what I have on my site too much. I wanted to go beyond the ghetto. I want it to be an integral part.

Jonathan: You are not alone in that, just so you know. We use Turntable as an example of folks who really harnessed social earlier. But to show you, they have a similar sharing ghetto here. Easy wins for Turntable. What is this going to do, it’s probably going to just say… Oh, it says DJ-ing in the awe.sm room, come hang out. I think they have actually optimized that. Originally, the tweets were much more like, “Hey, check out turntable.fm/awesome.

Why not have an auto-tweet or auto-post? Whenever I go play music, I shouldn’t have to go tweet that manually. There should be an option just like Plancast has for Turntable to be able to tell all my friends on Twitter and Facebook, et cetera, I’m DJ-ing now, come check it out.

Andrew: Gotcha. I’m broadcasting, come listen live so that it is an integral part and it’s logically social because let’s all listen to what I’m broadcasting now. It’s a social action. You have up on your screen an ever note share page … [chuckles]

Jonathan: Yes.

Andrew: … with a copy/paste from our notes. You wanted to make this point here. You think about sharing as part of a funnel. Take me through this thought process here.

Jonathan: Sure. If the first point that we were just talking about is really to think about how social integrates into your product as a first class feature. It is something that is adding value to the overall user experience but it’s also logically connected. It’s an enhancement to the actions that user’s are taking in the normal flow of using your product.

Andrew: OK.

Jonathan: Once you’ve gotten them there and you’ve invested the time and energy to try and get them to share something, now you need to start thinking about what is being shared as an ad unit. Just the same way as you are running AdWords or Facebook ads or whatever it is, even e-mail marketing. You are going to think about the copy, the call to action, the targeting that is all important in terms of deciding whether you want to emphasize Facebook or Twitter or what type of default copy. All that stuff we covered.

But then, you spent all that time, additionally, thinking about that, what happens when someone actually clicks through? You have done all this work to get people to share and then, you spent all the time optimizing to make sure what they’re sharing is as effective as possible to get people to click through, how do you go from that click-through to conversion?

You can’t just stop at the water’s edge.

Andrew: I see. We are thinking about the whole funnel. The funnel being, what button do people see when they tweet? The next step is, what text did they see, that encourages them, I guess what button. Then, they tweet. What text goes in the tweet, where they come once they click the tweet and throughout the process we want to keep testing.

From what I understand about awe.sm and the reason I invited you here, awe.sm helps track that. We will come back to how it tracks it in a moment. You are suggesting we track the text. Maybe it is what I said earlier, that Obama has. What did we have that tweet say? Yee-haw. Oh, yeah.

Jonathan: Yes, yes.

Andrew: Maybe, that’s what works or maybe it’s something more subtle. We want to test that. The landing page that people come on, you gave me a few ideas for how to test that too. I would instinctively be thinking that landing page maybe needs to have a blue button instead of a red button or different text. You’re saying, no.

Maybe it says, “This is the person who tweeted, put their picture up. Right? Like, there it is. Tell me what else, what else would you, as you were looking at this, what else would you tweak?

Jonathan: The first thing you know about this is that the person came in through Twitter, right? You could tailor the contact here. Like, “We know you’re on Twitter. Get more out of it.” There are all kinds of things you can know about that contact. Twitter itself is a great example of how to think about turning visitors into conversions.

Actually, I’ll start by logging out of Twitter. I think a lot of people have seen this sometimes, if you’re accidentally logged out of Twitter and you click on someone’s tweet…So I’m going to back to Andrew’s tweet that was promoting this. Now, you know, Twitter has actually been experimenting with lots of different calls to action here for these signed out for use case[SP].

But when you think about it, right, tweets can be indexed. People can arrive at tweets through a whole variety of means, and so it makes sense that you should have something that’s optimized not just for a user that signed into Twitter but one who signed out. This is contextualized to, you know, to this page. It’s not just, “Sign up for Twitter or it’s not just showing me the tweets. Don’t miss any updates from Andrew Warner.”

Andrew: So if I’m Plancast or Mixergy, I need to think about what happens when someone just hits the page, not through a link from a friend, but if they just hit a page? If it’s from a link from a friend you want to say, just like through Dark Knight, I guess that’s who’s tweet you just clicked on? Andrew, “Dark Knight is going to be there…”

Jonathan: Right.

Andrew: …Do you want to come to this event, too?” That’s what would happen if the person clicks on that. If the person just came in from a search engine or found it on the home page, it would just have a list of all the people who are coming and treat the click differently.

Jonathan: Right.

Andrew: Gotcha.

Jonathan: So I just logged out of Plancast to show you this experience.

Andrew: Oh, I see. It is different here.

Jonathan: Right, and Plancast actually uses…it’s having a little trouble loading right now. But they’re using a Facebook social plug-in called the Facepile plug-in, which if I happen to be logged into Facebook, which I am…

Andrew: Then they’re going to show you all your friends on Facebook who are coming.

Jonathan: Exactly.

Andrew: Gotcha.

Jonathan: That’s a great context-…and that’s a relatively recent addition for them, but I’m not sure why it’s not showing up. It normally shows up right here where it’s got all the faces of my friends who are already on Plancast. And so that kind of thing is a great way to…, again, you want to think about contextualizing that landing page to try and drive the people to convert as best possible.

Andrew: OK. It’s possible too, that what they’re doing is testing. I’ve actually had founders on here say, “Let me show me you just one cool aspect of my site,” and then they say, “Oh, no it’s not there. We’re testing, we’re moving it to see if it still works. We’re testing another feature and we want to emphasize that.” So, that’s another item in that note there you said, “Look for logged in verse not.”

Jonathan: And just as a note, you know, one thing they do really well here is, in addition to having this clear call to action about signing up, they also do, you know, leave the “count me in” call to action the same, right, but just because I’m not signed up right now, or because I’m not signed in right now, that’s where they put the sign in, which makes sense, right. It helps you get into the flow where, “I want to sign up because I have an action I want to complete and it’s logical that I need to sign up to complete that action.”

Andrew: OK. “Don’t squander time and energy on an opportunity. Set the context.” I get it. What do you want them to do? “Be very clear.” We keep seeing that in call to action. Of course, I’m looking at my notes. Finally, when we take a look at the stats, we keep talking about your company Awesome here but we haven’t talked about…, we haven’t shown it. You and I have a mutual friend in Mark Schuster. He’s probably a closer friend to you because he put money into your business, right?

Jonathan: He did. He did.

Andrew: He and his firm are big backers of Awesome. Sorry. What were you going to say?

Jonathan: Well, no I was going to… We can go to Mark’s dashboard in a second. I was actually just going to walk through, finish off with some of the examples of stats for Plancast.

Andrew: OK.

Jonathan: Some of the things that…One of the things we built, kind of as a showcase, so we talked about for this context, for this interview, we talked about the types of things that you’d want to optimize when you’re designing social integration. So we talked about where it’s being shared, Twitter vs. Facebook, direct message vs. like, emails, etc. We talked about how it’s being shared. So which tools are driving…which methods are driving the most traffic.

One thing that’s interesting is, you know, it can be used in certain ways. Like I said earlier Ted likes to know who’s sharing stuff so they can engage with them through their community management. This is actually showing you for this period the top 15 users on Plancast, in terms of what they’ve driven.

Andrew: I see. So we want to know, I see, you’re showing us that there’s more stats involved in social than just the number of hits and with this we can see for example, that (?) has had just one share with 600 visits, Dave McClure has had four team shares with a 1,000 visits.

Jonathan: Right. Just in this time period. The (?) that one Tweet drove five new sign-ups since (?). That’s pretty good when you’re a start-up that you can have one Tweet and we have, actually this is the actual Tweet and so that Tweet, which is re-Tweeted seven times managed to drive five, in addition to all those clicks and page views, it managed to drive five new users for (?). One of the things that we did that was a cool visualization of this was built for the (?) data conference. This is actually showing you the event tree of how people are driving shares.

Here, Dan Martel, shared to Twitter, 82 people clicked on his Tweet and six people were attending so he got these six people to sign up and then (?) here actually he Tweeted, when he signed up that drove 16 clicks and another person to attend. So Dan actually gets credit. If you look, he’s got a plus seven because he not only gets the 6 first layer vote, but he got one of those guys drove an additional person.

Andrew: OK. So if I were now the founder of this business or found of a business that got a report like this, I might email Dan again and say, “Dan, can you Tweet this out?” but gee David only has a plus one, I might leave him alone.

Jonathan: Right.

Andrew: I would definitely go back to (?) and say, “Hey (?), you should be Tweeting this out again, and if you do we’ll feature you or how about you guys organizing an event so that you Tweet it out and (?)” So this is another example of how deep stats let you understand where to put your effort and what effort is working, but this is custom made for them, right? Using some of the data you showed me. How much can people use right out of the box without any customization? What kind of stats can they get?

Jonathan: Sure. This is an example to your earlier point, some of this is a work in progress, we’re actually in the middle of shipping a whole bunch of new stuff. This is an example of some of our standard reporting. This is Mark’s sister’s blog, the types of things we’re showing out of the box, very easily are the what are the blog posts that are driving the most traffic? What content is being shared? If you’re using, he tries different times, different copy, tracking (?) campaign, Twitter versus Facebook versus email. The different buttons on his site and how they’re performing.

Andrew: Take a look here how they’re performing. The Twitter button is getting 1,200 Shares, 26,000 clicks, click per share is 21. So for every Share he gets 21 clicks on Twitter.

Jonathan: Yeah. On average. That’s a little bit eschewed though because what you can see is that Mark himself, when you go to the top users, Mark himself is driving 64 clicks per share.

Andrew: Gotcha. I see.

Jonathan: So that’s some of the stuff that we can show that for example, let’s go look at . . .

Andrew: You were also showing me in there and actually let’s scroll down, if you don’t mind if you haven’t clicked away.

Jonathan: Sure. I did click away but we can go back to that view.

Andrew: What you showed me that’s kind of interesting is I can also see which of my users, which of the Tweeters — I was looking for the word, is driving the most clicks, right?

Jonathan: Right. In this case, because Mark doesn’t have registered user relationships with the visitors to his site, we track them as anonymous so in 973 individuals drive almost 11,000 clicks. Then these other actions were actually by people who are awesome users that have awesome accounts so this would be more (?) G-members. For example, Zynga has a community management team of over 30 people and so that’s how they track which team members are doing what.

Andrew: I see. If I did have a registration system on my site, which I do and many people in the audience do, they can then tie back each Tweet to the individual member, either give them points for that or give then praise or more emphasis and so on.

Jonathan: Exactly.

Andrew: Give them more praise or give them more emphasis and so on.

Jonathan: That’s exactly what Plancast has got. This is showing you that you can query our system to get out the information on any of the users that corresponds to their Plancast user.

Andrew: What other data can we take a look at? What else can we use out of the box?

Jonathan: This is what we call our staff explorer. Part of the interesting thing about social data is that it’s very dynamic. Taking that lean startup mentality of how do you use data to learn and optimize? Sometimes it’s about validating preconceived hypotheses, but a lot of times in the early stages it’s about exploring the data and coming up with hypotheses that are driven by what you see.

In this case, we’re looking at the last month of Mark’s sharing, broken down by the top five blog posts. They ym[SP] doubling down on the Twitter ecosystem was the biggest in that period. We can try and zoom in a little bit to do the period in which it’s active. See that week there? So, here you have the period in which it was active. You can see very clearly for Justice’s[SP] blog post there are 85 shares and 5,400 clicks, the lion’s share came from Twitter. This makes sense.

Andrew: It makes sense because of the topic, but it seems also that Twitter in general is sending him a lot of traffic.

Jonathan: Mark is much bigger on Twitter than he is on Facebook. So, now we’ve zoomed in just to Twitter, and we’re viewing by the different tools. Tweet button vertical, which is the Tweet button at the top of his blog post. Sociable WordPress is the small Twitter call to action at the bottom of his blog post.

Andrew: That’s interesting. I think I get overall Tweets. What you’re saying is that you don’t just want to know overall Tweets, but you want to know Tweets from the side versus Tweets from the bottom, because overall Tweets could be big, but that side could be driving a lot of traffic and that bottom could be better used doing something else. We can do that out of the box with Awesome?

Jonathan: Yes. In this case the Awesome publisher is Mark. We have a lightweight way for you to share directly from Awesome. I will give you a quick look at that. In all honesty, there are a lot of great solutions for this kind stuff, [??], CodeSuite, SuiteDeck[SP]. Our goal is to integrate with that for these types of use cases, but in the meantime we allow people to share directly from here. You can share with Twitter or Facebook, and this can be invoked via a bookmark list as well.

The more interesting thing is that for this use case, we look at the streams. These are the links that Mark has shared through the publisher. You can see not only how many clicks, but we’re pulling in replies and re-tweets. One of the more interesting things we think is what we call the epics key. It’s basically a click-through rate. For each host, we’re capturing the number of fans or followers at the time of the post.

This advocacy number is the number of clicks divided by the number of 100 followers or fans. It allows you to normalize. For example, these are two Tweets that are seven hours apart. The same exact content being shared, the only thing that’s different was the time it was sent and the copy that he used.

Andrew: I see. So, with this, he can figure out whether certain copy gets more clicks, whether certain times of day get better clicks. He’s been saying that he gets that kind of data from you guys.

Jonathan: Advocacy is the way, the snapshot picture of that. Over time, your follower and fan counts are going to change, so looking just at the clicks is actually misleading because it’s going to skew towards your most recent actions when you had more followers. By having the (inaudible) allows you to compare apples to apples of hey, how do people on Facebook, where he has much fewer fans, he only has 6,200 fans on Facebook, or 6,300 fans where he’s got 40,000 followers on Twitter. You can see that this post was, actually when he posted it at effectively the same time, slightly better received on a proportional basis on Facebook than it was on Twitter.

Andrew: Oh. For once. It’s interesting to see that Facebook wins. What’s the most effective post that he has here?

Jonathan: It only wins in efficacy because it only has 65 clicks, compared to 64. But just showing you that at 8:30 a.m. this is a more effective thing to post to Facebook, relatively, than it is to Twitter. In this case it seems like…

Andrew: The most effective is?

Jonathan: In the last few days it was this tweet right here which is “(inaudible) control, why you need to cut out middle men in negotiations.” That was posted, I think it was really the timing of the post which was 5:35 a.m. Interestingly, it looks like he has a lot of followers on the East Coast and Europe that kind of got this going with retweets.

Andrew: Who would have known at 5:30 in the morning that anyone was up but you’re right, different time zones.

Jonathan: When he posted it, three hours later, and part of this is it’s hard to do apples to apples when you’re posting the same content. Some people might have seen it before and won’t click again. But even here you see in three hours he went from having 40,355 followers to having 40,365 followers. That’s always a moving target.

The other thing, just in terms of out of the box, while this spreadsheet here that we’re looking at for Plancast is customized in terms of what the various reports are that they want to look at. It actually works kind of straight out of the box pulling data straight from our APIs. It’s one of the things that we help our customers do is if they define the metrics that matter for them it’s very easy to, once you’ve explored the data, to define what it is that you want to track on an ongoing basis. If we don’t offer the currently we can always build it into the Google spreadsheet. It’s a pretty easy process.

Andrew: Let’s take a look at your homepage. As we say goodbye I want people to see your page and remember where you are and where you’re from. I’ll say it, there it is, it’s awe.sm. I know most people are watching this but many will choose to download the MP3. That’s awe.sm and, of course, we’ll link to it here. Jonathan, thanks so much for doing this.

Jonathan: Thank you, Andrew. It was a really good time.

Andrew: Cool. Is there a call to action that you want to leave at the end of this? Is there something that people need to take a look at?

Jonathan: I think, in general, my call to action would be trying to help other entrepreneurs. If you think about sharing as a feature, don’t just tack it on as an afterthought because it really can drive value for your business and you get what you pay for. If you don’t invest in integrating it and you don’t invest in making it a logical part of the flow then you’re not going to see results from it. It’s going to be a self-fulfilling prophecy. But when done right it can be the best thing you can do to grow your business.

Andrew: I can see that here today. Thanks so much for doing this with me.

Jonathan: My pleasure.

Andrew: All right. Thank you all for watching. Go out there and use this and come back and tell both me and Jonathan Strauss of Awe.sm what you did with it.

Master Class: Blogging for Business
Taught by Laura Roeder of Roeder Studios

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Master Class: Blogging for Business

Time to watch/listen: 80 minutes

 

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Session Downloads

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Download Laura’s deck here

About Laura Roeder and Roeder Studios

Laura’s Blog

Roeder Studios, Laura’s business

Master Class Toolbox

Laura’s email template for soliciting feedback and case studies

Editorial Calendar

Bottom-of-Post Opt-in Box

Examples From Video

KISSmetrics Blog

Zynga (of Farmville fame) Blog

Ramit Sethi’s I Will Teach You To Be Rich

37signals Blog

Social Triggers Blog

Additional Tools and Resources

7 Blogging Mistakes

Build a Better Blog

Business Blogging Mistakes

Blogging Lead Gen from HubSpot

Top 10 Business Blogs

Great Small Business Blogs – 2011

Great Small Business Blogs – 2009

Great Corporate Blogs – 2010

Transcript

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Andrew Warner: Welcome to Mixergy’s Blogging for Business. This session is led by Laura Roeder, a social media marketing expert who teaches small businesses how to become known as the number one person in their field and claim their brands online. She is the creator of Creating Fame and Your Backstage Pass to Twitter.I will be helping to guide this session. I’m Andrew Warner, founder of Mixergy.com where proven founders teach.Laura, do you have an example of what our audience will be able to do at the end of this session?

Laura Roeder: Yeah, I want to start off by diving right into my analytics. Here I am in my analytics account on a recent blog post called, “How to Create an E-Course on a Budget.” This is a great example of a blog post about something that my customers are always asking about, and I want to go to my navigation summary to show you where people went after they looked at this post.

After they looked at this post, 70% of people left the site, seems pretty normal. I hope that’s pretty normal, but of the 28% that stuck around, you can see the third most common page “Laura Roeder-Thanks for the Joining the Dash.” That’s my thank you page for my newsletter.

Out of the people that stuck around, 10% of the people that stuck around, so 10% of that third signed up for my newsletter immediately after reading the blog post. That was their next action. For me, the newsletter is the main metric I track. That means they gave their email address; they’re staying in my system; I can continue to market to them. I thought this was a great example of something you can achieve from your blog. To me, that’s a pretty impressive result to have 10% of people sign up for the newsletter.

Andrew: That really is impressive. In fact, can we see that blog post and understand the process as it happens on your site?

Laura: Yeah.

Andrew: And so for you, everyone who gives you their email address is essentially a lead and a potential customer, so you know that out of every 1,000 people who sign up, you’re going to get X number of people who actually pay for a product.

Laura: Absolutely, absolutely.

Andrew: This is the blog post that we were looking at?

Laura: Mm-hmm. By the way, I want to point out, I actually didn’t write this post. The vast majority of the posts on my blog are guest posts, so you can have other people write your blog for you. So here’s a little step-by-step guide. Then I would guess this is where most of the opt-ins came through. We have this box at the bottom of the article, “If you enjoy this article, join more than 10,000 others and get your free weekly marketing to-do list,” and they enter that email right there.

Andrew: I see. I’m glad, by the way, that you brought up the fact that you didn’t write that blog post yourself, and we’ll talk about that later in this session. But the reason that I’m glad that you did it is because a lot of people who signed up for this session, when I asked them, ‘Why do you want to take it?’ They said the biggest problem they have is they can’t keep up with all the blogging that they’re required to do in order to get business. They understand that it helps, but they want to make sure that it doesn’t suck up all their time, and then they can’t do the rest of their business.

That’s where people are coming in. They’re signing up, and they’re becoming members. That’s an example of a success and we see how blogging leads to leads and then eventually results in customers. What’s the first step towards doing that, for the person who’s listening to us right now?

Laura: The first step is to identify why you’re blogging, and this is where most businesses make the biggest mistakes. I’m blogging not for traffic. That’s the biggest difference between a blog to promote your business and kind of normal blogging for blogging’s sake. If you have a blog, well, I’d say now you’re exploring some different models in Mixergy. But let’s say that Mixergy was just an interview show and you never sold anything else. For something like that, your goal is to get as much traffic as possible because it’s not promoting a product or service that you sell.

A blog like the New York Times or a really common one, a blogger newspaper, they need to get as much traffic as possible because that’s their model, they sell advertising based on the traffic. It’s nice if it’s repeat visitors who are really interested in the Times, but they can still get paid, even if it’s just like they made the front page of Reddit. They get a big surge, maybe they get paid more from their ads that day.

If I get a big surge from Reddit, it probably wouldn’t help my business very much. Don’t get me wrong. That would be nice because some people are going to come through, they’re going to be subscribers, but I don’t make more money when I get more traffic, that’s not how my model works. Instead, I make money when I get targeted people who are interested in what I have to sell, and because I don’t need huge traffic, and my traffic is not that enormous for my site, I’ll go back to my analytics in a minute. One, I don’t need to blog every day, the way that Gary Vaynerchuk says or used to say. I don’t know if he still tells people that, but I think it’s terrible advice for a small business because a small business has a lot of other stuff to do besides blogging.

If you’re blogging every day, there are probably some critical tasks to your business that are getting thrown by the wayside. So, the first thing you need to examine is, why are you blogging, and who do you want to talk to? That means, what are your business goals? Are you in a stage when you need a lot of new leads coming in? Are you in a stage where you have a lot of free subscribers that you need to convert them to paid? Or maybe you have paid subscribers that are leaving too soon? Whatever your goals are in your business, that’s who you should be focusing your blog content on.

Andrew: I’ll get to identifying people in a moment, but you’re saying it’s not about hits. That, I think, is one of the reasons why, when I first proposed the session, some people weren’t sure if they wanted to sign up. They said, I don’t have time to get more traffic, and I don’t see the benefit of getting more traffic. The idea is to get more customers. Can we see what you’re selling?

Laura: Yes. If you look on my site and you look at the shop page, I have training programs about Facebook. I have one called Creating Fame, which is like online marketing; How to Become Known as Number One in Your Field; WordPress website, How to Make Your Own Site; Zero to SEO; SEO Basics Class; and Your Backstage Pass to Twitter, a Twitter Training Class. I’m selling to small businesses that are probably pretty new to technology and on-line marketing. They’re wanted to learn how to use these tools to promote their business.

Andrew: I know you used to talk publicly about the revenue that you were generating from this. Do you still feel comfortable sharing that?

Laura: Well, I said it on Mixergy last year. Oh, look. The little chat thing came up. Good job, Stacy.

I said on Mixergy that my revenues last year were about $300K. I think they ended up being about $325K. Actually, this year with another project that I do called B School, with Marie Forleo, we are officially now a $1M business.

Andrew: Wow.

Laura: Doing well.

Andrew: Yeah. I keep hearing from other people about how they’re watching how well you’re doing, and they’re trying to learn from all the ideas that they’re picking up on the sidelines. I’m glad that we get to give them an inside view of what you’re doing. This is really serious. It’s serious business for you. One of the steps that you say, to get people from just reading a blog post to actually buying, is you want the audience to know you. If they know you, they’re much more likely to buy. How do you do that? Teach us how we can do it.

Laura: For me, a lot of that is actually done through email, which is kind of interesting. A lot of it’s done through email, and a lot of it’s done through social media. You can see that my site clearly has a personal brand. There’s my picture. There’s my name at the top of the site. But you don’t have to put your picture and your name at the top of the site to have a personal brand.

For me, Twitter is one of the main tools and Facebook as well. I have a very active Facebook community. I’m on Twitter all the time because you can see I don’t write a lot of my blog. I view that as playing to my strengths. I don’t especially like to write. It’s really difficult for me to get through. I love to be on social media and chat with people there. I’m always talking to people on my Facebook page. This is Facebook.com/getthedash.

You can see, I do have a lot of comments. These are all users posting. It’s very active, and I’m chatting with people on Twitter a lot. And my emails are very casual, very conversational. I can’t think of any business where you want to write corporate emails or straight-up selling emails. People like to have conversations in email. I don’t want to get too off track there, but there’s other elements besides my site where people get to know me better.

Andrew: What about on the blog itself? How personal should a company that’s trying to close sales and do business get with their blog posts? Let’s see how you do it.

Laura: Well, I guess it’s a mix. I do have some video blogs that are more of a personal story. One of my most popular posts is the True Story of How My Worst Fear Came True. That’s where I tell a kind of embarrassing post is a true story about how my worst fear came true. That’s where I kind of tell an embarrassing story, but embarrassing in a way that’s appropriate for business. I tell the story of how a coach told me that I was doing my business wrong, and I felt terrible about it.

I think it’s a mix. What you don’t want is treat your blog as a diary. This is another mistake that people make, is they see blogs out there because blog means so many things. Some people are introduced to the world of bloggings through personal blogs and more diary style blogs, where people put updates on their life. I think it’s good to mix in some of your life, but your customers are not interested in reading your diary.

They’re interested in reading news that is relevant to them, getting their questions answered. In a way, that throws in some of your personality and how you talk. If you mention taking your dog on a walk, if you mention a great restaurant you went to because it’s relevant to the story, great. It’s great to throw in little details. People do not want to read just a diary blog of your life story as someone who works at the company.

Andrew: Now, let’s take a look at how you do it. I want to keep in mind that at some point my audience is going want to have other people do it for them. So, let’s see if we can pick up some tips from the way you do it, and then you’ve got some concrete examples of how others do it. And later on, we’ll talk about how to get it all done.

Laura: Let’s look at this page because this really has both, like here are two posts that are just kind of little more personal things for me. And you’ll notice when I say post, that these are both videos. Because again, I don’t like to write, it’s much easier for me to record a video. So both of these and you can see the videos, just like I’m sitting here, there is no production value. I just pop open on my camera and make a video. These are the ones that I make myself.

If we go back to that search results page, you’ll see the rest of it is all guest posts. So from typical CPA to super cool online biz, that’s a client of my, Rebecca Turbow talking about her journey as a CPA. You don’t own your online content, what to do about it, guest posts by Joel Markowitz, “500 Network Marketing Techniques”, all small business.

Andrew: All those, you’re not showing a personality specifically. You’re just teaching, teaching, teaching.

Laura: Exactly.

Andrew: Let’s see how others do it. I’ve got here in my notes that you recommend we take a look at blog.zynga.com. Would you be able to show us your emails, to show us how personal you get in there?

Laura: Yes.

Andrew: Or does that mean we have to…you know what, if it means that we have to take a look at some of your private emails in this session, then let’s hold off and you can send us links to them afterwards.

Laura: Yeah, that makes more sense anyway.

Andrew: And people can actually look at it in their own time. So this is Zynga. What do you think of their blog?

Laura: I’m going to be honest with you, this was an example chosen for Matt. So I’m giving you my live feedback right now.

Andrew: OK.

Laura: This is more of a feedback thing than an example thing.

Andrew: Got you.

Laura: Here’s just an update from them. Actually, I’m going to say that they are making a mistake on…Well, it depends on their goals. So if Zynga’s goal here is to recruit, which it might be, they are doing a great job because they are talking about tech firms try to out perk one another, saying we have the best perks. But if they are trying USA today Farmville at 7/11, that would be interesting to me, if I wanted to work there, that it’s spreading. This is not interesting at all to people who play Farmville because this is very insider industry tech news.

Depending on what their goals are, they might be doing a great job or a terrible job. If they are trying to draw people in to play Farmville, I think this is a terrible example because they are being too focused on their own industry. You basically have to work in the tech industry to come close to understanding what they are talking about in this blog.

Andrew: I see. This is not a great example of a company that’s pulling in new customers using their blog.

I’ve got an example, I think, that we should take a look at, how about blog.kissmetrics.com. And I’m suggesting them because I know that Hiten Shah, the co-founder of the company, has told me that that’s one of the best places for him to get new customers, his blog and I know he is a superb marketer. Let’s see, what is he doing right here, that the rest of us need to copy?

Laura: This is actually a blog that I read. I think this is a good example, Kissmetrics online marketing and customer acquisition blog. That tells you what sort of business this is, if anyone doesn’t know. They are looking for business owners, unlike Zynga who’s looking for like 45 year old women, I think, is their market.

They’re posting very useful content that’s related to their business. That sort of reminds me of my site in that you saw that everything doesn’t have to be exactly related. You want to talk about content that interests your audience. It doesn’t all have to be about your product because that also will get sort of boring. I had that thing about how to create a cheap e-course. Well, I don’t teach how to create e-courses, but that’s something my audience is interested in, similarly, a beginner’s guide to Google analytics 5. They do metrics and analytics. It’s related, but this is better than just having a beginner’s guide to KISSmetrics, because it’s not just pitching their product. They know that if people like KISSmetrics they’re interested in Adwords, they’re interested in Google Analytics. This is just great content that’s very useful for their audience.

Andrew: I know in a little bit I’m going to ask you and I know you have the answer, to how we can identify what our audience wants to know and create great content like this. Right away, I’m seeing this and Hiten has told me this in a past session, he gets rid of everything that doesn’t fall in line with the path that he wants the audience to take.

At the very top he’s got the request for an email address, kind of like you do, and if you click on one of these, in fact let’s go up to the top and show that. There it is, the request for an email address, and if you click you’ll see he does the same thing you do. Right underneath the blog post, he has a second box where people can enter their email addresses. There it is. The idea is to constantly think what’s the path, how do you get people into the funnel and it looks like he’s doing that too here.

Laura: I would be curious how often they blog. Oh, you know what’s sort of interesting that they do, they don’t make the dates permanent, which I think is really smart. And I would guess they do that because I’m guessing they’re not blogging super, super frequently because as I’m looking at this I don’t care how frequent it is, I just want some useful information. This is a great example of, you don’t have to blog every single day.

Andrew: I see. That really goes against everything that I learned when I started blogging myself. Everyone kept saying blog every single day, blog every single day, but you know what, as I’m doing these sessions I’m hearing, no you don’t. You want to as Rameetsi told me, you want to stretch your other muscles. It’s great to be able to blog every single day, but that’s kind of like being a muscle man with a big right bicep, but the left isn’t strong, and the legs are weak, and your abs are fat.

Laura: I agree. It’s like, if you were, again you have other stuff to do in your business, if you were a huge company that had a team devoted to blogging, great, have at it, but the reality is you’re a small business blogging is taking time away from some other marketing activity.

Andrew: I think I’m in a little bit of a different situation because my message is more important to me than the rest of the business, but if you’re really building a business with the site, I see blogging can take up all your time, of course.

Laura: Oh yeah.

Andrew: We see what they’re doing well. We saw it on your site. Do you want to take a look at one other blog?

Laura: I think 37 Signals, which we have here in our notes, is another great example. It’s a blog that I love personally — signals.com, signals versus noise. 37 Signals is a great example of a blog that does mix in the personal very well. I feel like you really get to know Jason when you read this blog, but you’ll notice that they do have different people, I believe it’s all people in their company writing, which if you are a little, 37 Signals is a bigger business than mine, this is a great way to spread it out a little bit, is just have different people in your company blog.

I see Jason, I see Ryan and they post all sorts of stuff. Again, they just post anything that may be interesting to their audience. They post videos that they like with a little commentary. This one is just a quote from Warren Buffett, great blog fodder. This is a great example of, you don’t have to write a long blog post. That’s another huge mistake people make, they think you have to do a whole article with a thesis and a beginning, middle, end.

This entire blog post is just a quote, and it’s an interesting quote so it’s great fodder for the blog. This is another one, just a little comment from Jason and then they have these longer articles. They have some things about the thought process behind their products, all sorts of bull shit, how Forbes turned 6.5 million into 20 billion, that’s a great headline. Again all over the board but just all things that are interesting to the small businesses they serve.

Andrew: I love the way they do it. It’s useful and it’s got their personality all over the place. All right, I said earlier that we need to talk about how to identify what the audience wants to know. How do we do that?

Laura: It’s so easy. Most people make it too complicated.

Andrew: Is it? I feel like it’s very complicated. I’m glad you’ve got an easy system for me.

Laura: You blog about the questions that your customers ask you. That’s it and most people don’t do that because they think that’s too simple.

Andrew: Can you say that again?

Laura: Yes. You blog about the questions that your customers ask you.

Andrew: OK.

Laura: Actually, let’s look at my most popular content for a great example of that. My most popular blog post is how to re-tweet. Literally, the video is called How to Re-tweet. I’m guessing, if you’re watching this video you already know how to re-tweet, but a lot of people on the Internet don’t know how to re-tweet, and those people are great customers for me because I have a whole course about how to use Twitter. You can see, this is just my whole content for my entire website. The number one page is my home page, lauraroeder.com. The number two page is how to re-tweet this blog post from January, 2010. It gets a lot of search traffic.

I’m not winning any social media industry awards by teaching people how to re-tweet. Nobody is going to give me a marketer of the year award for this post, and that’s why most people overlook stuff like this because they think it’s too simple, it’s too basic. But the fact is this is what your customers want to know about, and a lot of people aren’t talking about it because it’s not winning them industry awards. They’re trying to come up with some new philosophy on how to do things. That’s probably way over their customer’s head or their customer doesn’t care about it.

Andrew: If I were in your business, and I would be looking for something to blog about regarding Twitter, the last thing I would think people want to know is how to re-tweet. I would think that it would be so basic that people wouldn’t even want to check it out. How do you know what your audience knows and get past your own assumption that what’s in your head must be in everyone else’s heads because it’s so obvious to you.

Laura: Right. People are telling you all the time, you’re just not listening. Whenever you talk to a client on the phone, whenever you see the emails that come in on your contact form. Like I bet you I can guess one that you get so much it probably drives you insane. I bet people ask you over and over again, well, one would be like, what microphone do you use? Is that something you get a lot?

Andrew: I do. I get what microphone do you use, and how do you do the side by side video for your interviews, right.

Laura: What microphone do you use is a really basic question. I’m sure you’re like, it doesn’t matter what microphone you use. Why do you keep asking me that?

Andrew: I do think that, exactly. I say, just get any one from the store as long as it’s not the crappy five dollar one. You’re going to do OK.

Laura: Right, but here’s the deal. People are asking you that because they want to know. Otherwise, they wouldn’t be asking you. If you did a blog post called why I use the blah, blah, blah, whatever model for podcasting because it’s the best microphone out there, I guarantee you or if you did a blog post even better called what microphone should I use for a podcast, what microphone should I use for a video podcast, that would get you tons of search traffic because those are the words that people are typing into Google. What microphone do I use? How do I re-tweet? What they’re asking you when they type it into Google, and they want to know clearly.

Andrew: What about this? I feel like, with me, I’m getting a lot of emails because I’m a little further ahead than many people who are watching us might be. I’m blogging every day. I’ve been doing this for a couple of years. I’ve got a staff of people here and a big audience, and so the questions are coming in. What do you do if you’re just starting out and you have, maybe a hundred people coming to your site a day, maybe a few hundred, but you’re not getting so many people that you can start looking for questions or get them unsolicitedly. How do you spur on the questions that your audience is looking for that will result in great blog posts?

Laura: One, you ask people and I think often the best source is not on the Internet. It’s talking to your customers on the phone. People will just go more in depth on the phone than they will like, filling out a survey. So many tech people especially love to do surveys because they’re really easy. You don’t actually have to talk to anyone. You just pop it up and put their answers in, but what people will tell you on the phone will go much more in depth because that’s just the nature of a phone call. They don’t mind.

They’re going to think, oh I don’t want to type out this long answer. Nobody thinks, oh I don’t want to talk that long on the phone. Ask them what really confused you when you first started out in this area, or when you were thinking about looking me up, what hesitations did you have, what did you want to ask? You could say, what were you too embarrassed to ask me?

That’s another thing that I get a lot. People will say like, this is a really stupid question, or they’ll say; I know I shouldn’t be asking you this. I’m like, no, that’s what I’m here for, ask me. So, questions like that, what are you embarrassed to ask about, what do you think is a dumb question? People will be happy to tell you.

Andrew: First of all, I know that we need to do that even today, that we need to call up our customers and talk to them and ask them questions and really go beyond what’s coming into us right now. So, you’re saying, that’s a great question. Ask what were you too embarrassed to ask me in the beginning, or what do you think is a stupid question that’s important to you, or give them an opportunity to ask you the basic stuff because the basic stuff drives people nuts.

Laura: It does. It does.

Andrew: Like what kind of microphone to get, for some reason, is a basic question that people seem to just go nuts over.

Laura: It holds people up.

Andrew: How do you get them on the phone? Do you put up a blog post saying hey, I’m going to take any phone call from people who want help, or what do you do to get those conversations going early on?

Laura: Well, I’ll give you a recent example. We were just looking for case studies for people that have been through my Zero to Facebook program, so we sent an email out to everyone that had taken the program saying we’re looking for stories that we can feature on the site. This is going to be good for your business because it’s going to get featured. We made a big point to say you don’t have to be successful because the problem is when you ask for stories like this, most people immediately take themselves out of the running. Again, since I’m dealing with small businessâ?¦

Andrew: Can we take a look at that blog post, I want to make sure that weâ?¦

Laura: This is an email.

Andrew: Was it sent by e-mail?

Laura: Yes. How would I find that? It should be in my Google.docs somewhere. Let’s see, I’m just going to pause my screen sharing.

Andrew: Well, then we’re still going to be recording it from you. Tell you what; let’s give that in the notes also.

Laura: Because this doc is going to take forever to look for anyway.

Andrew: Sorry?

Laura: It’s going to take forever to look for anyway.

Andrew: That’s a good point. I’m going to put notes here of what we want to give people afterwards. We want to show them email and give them examples of how you connect with your audience. And we also want to show how you solicit phone calls.

Laura: Yeah.

Andrew: Solicit phone calls. What else? What other ways are there for us to get questions from our audience that we can then use as blog posts?

Laura: Obviously, social media. You know, Facebook, Twitter. Facebook, I think it’s rare to have your audience post on your Facebook as much as mine does, but Twitter is a more natural place to ask questions. Also, you can just get ideas from what they are talking about, like this girl, Kara, posted 50 % off biz cards with QR codes. Clearly, Kara is fired up about QR codes. That’s something that I could write a blog post about.

This one’s a straight up question; could someone share an explanation or resource? You know what, this is a great example. Could someone share an explanation or resource for how to test market an offer to a target audience through social media?

This is a good example because the reason that I actually haven’t answered this on Facebook yet, because I do answer questions, is that I’m not sure exactly what she means. When I think of how to test market an offer through social media, I think, well you just have your offer, and then you just send it out. To me, I’m like, well that’s how you test it. So the question almost doesn’t make sense to me but clearly to Alicia, this question is bugging her so much that she posted on Facebook about it.

This is actually a really good example of something that you would often overlook because to you it seems like, well how do you test it, well you just send it out and then that’s the test. But to her, it’s really bugging her, and she’s given us a great headline, too, how to test market an offer to a target audience through social media. There is your headline right there.

Andrew: I see.

Laura: I guarantee people are typing it into Google, and then even though to me it seems obvious, I would explain, well, testing an offer through social media, can just mean, sending people an offer. Here’s how you could send it on Twitter. Here’s how you can send it on Facebook. Maybe, you want to do a split test. Then you would send your Facebook traffic to the split test. That’s how you can do a split test on Facebook. But people think that there’s something that it needs, that there’s something more involved when you bring in social media.

Andrew: I see, and you know what actually, if I were targeting your audience, I might just come into your Facebook page and look to see what questions people are asking you.

Laura: Yeah.

Andrew: If I were targeting KISSmetrics’ audience, I might go over to KISSmetrics Facebook page and see what questions people are asking them and then write posts about that. So, I’d look for whose audience I was targeting and feed questions, or grab questions off their site. What about this other question, if I take that and put it up on my website in a blog post, people might think it’s too basic, or it’s not the right fit. What about this issue, the issue of potentially putting up posts that aren’t right for your audience, or might be embarrassing because they’re too amateur or any of those other things that would keep people from blogging.

Laura: It’s really such a non-issue, it really is. One, because if we see a blog post that doesn’t interest us, we just don’t read it. The only thing that people really get pissed off about, is sometimes people will get pissed off if they feel like you’re doing too much selling on your blog. Or, they’ll say, “This is just a sales pitch, it wasn’t really content.” I’ve never seen anyone get pissed off on a blog because something was too basic because that’s just not the nature of how we read blogs. If we see something that doesn’t appeal to us, we just skip it.

I think KISSmetrics is kind of a great example of that, because that analytics thing, it looks like a pretty basic look. When I think of KISSmetrics, I don’t even know if this is right, but I think, they do more of an advanced type of analytics. That’s the brand impression that I have of their company.

Andrew: Right.

Laura: I know they have a lot of founders, like tech start up people, people that seem like pretty tech-y people, but they’ve been chosen for a reason, and look at how many frickin’ re-tweets they have. A beginners guide to Google analytics, this is on a KISSmetrics blog. It’s not an advanced thing, a beginner’s guide to Google analytics. They got 404 re-tweets. That’s more than these other posts around them. And you know what? Actually, this is funny.

This looks more advanced, remarketing with Google AdWords. How do you use Google AdWords to reach the people that didn’t click on your ad? That looks like a more advanced topic. Look how much fewer social media it got. It got like half the tweets, and it only got 25 Facebook shares. This one got 90 Facebook shares.

Andrew: I see, yeah.

Laura: And the content, like 99.9% of the time it works better because there’s so few people that have the time and inclination to implement that, or that even understand what’s going on here. I’m pointing at it like you can see. I’m pointing at the Google AdWords. It’s like we all think we want to know this advanced stuff, but the one that’s actually useful to people is the beginner’s guide because there’s just so much basic information.

I spent so long the other day trying to figure out how to find that content thing that I show in the beginning of Analytics. I spent so long trying to figure out how to do that. I’ve used Analytics a ton, but I didn’t know that one little thing of how to see the page before and after, like there’s plenty of complicated beginner stuff in any of these technology platforms. I love that they made their point for me here. A beginner just almost always does better, and people aren’t like… I don’t know. You would just never look at this and go KISSMetrics doing a beginner’s guide? Who are there? It’s just not how people respond.

Andrew: Yeah, right. I guess people will not look at that and say, “Oh, if they’re doing a beginners guide to Google Analytics 5, then they’re probably too amateur for me. I’ll go look for a higher end product.” It still maintains their space in the market.

Laura: Yeah.

Andrew: I’ve got here a note to also take a look at your Facebook-Twitter combined, or did we just take a look at the Twitter already?

Laura: You mean, just like in my Twitter account?

Andrew: Yeah, is that what we’re going to show people?

Laura: I don’t know. I’m trying to look it up.

Andrew: Let me ask you this. The way that I look for Twitter to see what questions I need to answer, what’s going on with my site is I don’t go to Twitter and look at the mentions. I do a search that I save as a bookmark. I do a search on my name or my company name or a couple of other things that people might be using, and that’s when I know where the issues are because people don’t often tweet directly at me when there’s a problem, but they mention me when there is. Is that how you do it?

Laura: I think you made a great point earlier that I want to really re-emphasize. If you are starting out, look at other people’s questions. Look at other people’s Twitter feeds. A lot of people don’t even realize that you can see all the mentions for someone else just by searching for their name. If you have a social media business and you want to compete with me, I’ll tell you how right now. You just search on Twitter for @LKR and you can see they’re all going to be Mixergy things today, most of them.

Andrew: Cool.

Laura: But you can see… Oh no, we’re late. What did happen? You can see what people are saying to me. You can see what questions they’re asking me. You can see which blog posts they’re re-tweeting here. You don’t have to have a huge following of your own, just look and see what people are asking Andrew, what people are asking me. And yeah, look, search for your competitors, search for other people in your industries, search for terms.

Again, there’s just no shortage of fodder out there. The reason people think it’s hard to blog is because they think they have to come up with something new. People just want their questions answered. They don’t want your amazing new philosophy.

Andrew: Next topic is how to create an editorial calendar. Do you have one that you can show us?

Laura: Yes. Let’s see here.

Andrew: Then, I’ll ask about the significance of it. I’ve got to say, I’ve heard about this from a few other people, but we still don’t have one for Mixergy.

Laura: An editorial calendar, I can’t believe you don’t have one for Mixergy although I know you plan, you plan ahead some.

Andrew: We do schedule guests far into the future, but not based on any editorial calendar.

Laura: An editorial calendar is just a fancy way of saying, plan out your topics or plan out your guests if you’re doing an interview show, plan out your guest posts.

Andrew: Oh, I see. That, we do have right. We have a calendar that says for the next month these are the different people who will be coming to do interviews with me every single day, and we know then what’s going on the website every single day, at least, the next month, no headaches.

Laura: That’s all I mean. That’s all I mean by an editorial calendar, and the reason that’s so important having a successful blog is this is another reason it’s so hard to blog. When you think of any sort of media show, clearly Good Morning America isn’t like, another episode again? But it’s Thursday. We just did this thing yesterday, but that’s how almost everyone treats their blog. They decide that they’re going to blog, let’s say, once a week, and then every week they’re like, another blog post.

What am I going to do? I already wrote it last week. It’s this nightmare, and it’s like they’re starting from scratch. An editorial calendar takes away a lot of the drama about blogging because you already know what you’re going to blog about and, again, for most people what to blog about is the hardest part.

Here’s a really easy way to create your editorial calendar. Let’s say that you’re going to blog every week which is what I would recommend for small businesses. Every week is great. Even if you blog once a month, in most industries you’re probably way ahead of your competitors who probably aren’t blogging at all or aren’t blogging with any regularity.

Let’s say you’re going for once a week. That’s 52 blog posts in a year. To make your editorial calendar, I want you to start with writing down, let’s say, 25 questions that your customers ask you and, again, go basic. So, this is like when you’re on the phone and they’re asking you about your service and they’re asking you about your business. When you meet people and they explain what they do and they ask follow-up questions or there are questions that you get in your contact form, like go basic, go easy.

I think most people off of the top of their head or maybe with a digging through their inbox can make a list of 25 questions. Let’s just start there. You just take the questions, and you just plot them out on your calendar. You can do it in a list. I like to do a Google calendar like I have here. This is my dash editorial calendar, which is actually my newsletter, not my blog. We just plot the questions/the topics every Wednesday, and you can see, I think we actually have it for the whole year.

Andrew: Wow.

Laura: We have it for the rest of 2011 and then no more.

Andrew: Oh wow, wow. Actually, can we take a look at one of those just to see what you put on there?

Laura: Let’s look at November. On November 2nd we’re doing Google Yourself, which means…

Andrew: So, you know that far into the future what to do.

Laura: Yep.

Andrew: All you’ll do is put a phrase up there like Google Yourself. You won’t give yourself any more direction than that.

Laura: This is how I do it because this is just a little note for me/my team, like how to not stick other people’s bids in your YouTube embed. Clearly, that’s just a little note for me. That’s not how I would phrase it. So, you don’t have to write even the headline. Some people like to write headlines. That’s sort of how they think. They like to write out the headline and plot that. For me, I just do a little note about the content. This is something that now that I know what I’m talking about, all I have to do is explain how not to stick other people’s bids in your YouTube embed. I can explain that really easily.

Andrew: You know what? By the way, let me just pause here for a second. As someone who does videos, that drives me nuts. When I go over to a web apps website, and I know they spend a lot of money and a lot of time building out their web app, then they even spend a lot of money creating that video that shows the how-to, and the video is only a minute, so they thought that through, too.

Then, at the end of it, instead of thinking where should I click on their site to go sign up, I see on the YouTube embed, I see four other videos that people who watched the video I saw are probably going to want to watch, and so I go and I click that or it just feels a little amateur.

One little thing that you do and it makes that whole problem go away, but I never even thought that I would need to teach anyone that. I just kind of assumed that they should go figure it out for themselves. How did you know that that’s a topic that needs to go on the calendar, and, of course, once you know it, researching and organizing a great blog post about it is not that tough.

Laura: Right. By the way, this is one that I’ve already written, so this is actually a repeat in my newsletter.

Andrew: I see.

Laura: Another thing you can do is you can repeat content. A lot of people are afraid to do that. Don’t be afraid to do that. You can see this is sort of interesting. You saw the note for how I set it myself, but how I wrote it in the headline was how not to show other videos at the end of your YouTube video because embed is jargon. That’s how I wrote it for myself, but this how people search for it.

And then, this is just a video, so if you want to know how to do this, just Google on my blog, how not to show other videos and you’ll find this post. You can see, again, I just made a little how-to video, and the reason I thought to do this is because well, one, you can see just from what you said, like oh, why are people doing this? If you notice a problem, then clearly people need a solution and blog about it. This one, in particular, people are asking me how I did it. People are saying, on your video, why doesn’t it show other videos on the end?

Andrew: I see. So, they saw it on your site and they said, “I want to be able to do it, too.” I would sometimes just be bothered by that and say, “Why aren’t you paying attention to the video itself? Why are you asking me those questions?” I see.

Let me just make this point to the audience because I think at this point it might seem too frickin’ easy. It might seem like we’re just breezing through the hard stuff and making it all sound easy, or maybe that your business is too basic. But Laura’s business is generating a million dollars a year in revenue at this point, just answering questions that many of us would overlook and think are too simple. She’s doing it really clearly, and she’s making it very useful.

I could see if I were listening in the audience, I might say, nah, this is too basic for me. I’ve got a much more complicated business than that or I’ve got visions of creating something much bigger.” No, you’re doing it on a regular basis. I talk to your audience all the time. I keep trying to pick up the vibe from people. I had a drink with someone who’s a customer of yours. I think she’s spending $1500 on one of your products. Do you have a product that goes for $1500, the NBA product, right?

Laura: Creating Fame or she might have done B School.

Andrew: B School, right. She did that. I said, “Look, it’s just you and me now having drinks. I’m paying for the drinks here, so you can be completely open with me. What do you feel about this? Do you feel you’re being snowed? Do you feel like it’s costing too much? What’s the deal?” She said, “Andrew, I love it!” She breaks down these concepts in such easy to use ways, and she has an interesting way of explaining things.

I can’t even begin to tell you all the reasons why she loved it. And I thought, Well, this really does work. And I’m paying attention with that in mind, with the idea that this works, that it’s bringing revenue and that your customers love you. I hope I’m doing a good job here of communicating that to the audience. This stuff really does work. We spent a lot of time making sure that Laura’s the perfect person to do this. And I don’t want anyone thinking just because it’s easy, it’s not as complicated as they thought, that they don’t pick up on how great this is.

Laura: Well, I want to give an example that I give a lot which is that this all seems sort of silly because you know your industry so well. But to other people your industry is an absolute black box. So for me, something that I know nothing about is cars. And when I bought my first car, I knew that I was supposed to do something to it after a year, like that is literally all I knew. I knew that people who have cars take them in after a year and get something done to them. But I didn’t know what was supposed to be done. I didn’t know what to ask for. I had no language around it. And I wanted to give someone my business, but I felt so stupid picking up the phone and saying, “Do the year thing to my car.” That’s all I knew to say.

And finally, somebody sent me a coupon in the mail that said like, “Do you need a one-year service checkup?” And I was like, Yes! That’s what I need! Thank you for advertising to me and giving me the ability to pick up the phone and say, “I’d like your one-year service checkup,” or whatever they called it. I had no language around cars and maintaining cars and fixing cars. It’s something I know nothing about.

If you own a car business, that seems really stupid to you. You think everybody knows they need to get their oil changed and how often. But I didn’t know that. The same thing, a lot of people don’t know anything about how to embed YouTube videos or how to re-tweet on Twitter. And of course, they don’t because we all started from zero on every single topic in our lives. So there’s plenty of topics that plenty of people know nothing about, and this does seem really easy. And I always think, Great. Like let it be easy. Don’t try to make it so hard and complicated.

Andrew: That’s a great example. I feel the same way about cars. I still don’t know what I need to do a year into it or afterwards. And, thankfully, the company that I bought my last car from, they would just let me know exactly what to do and when. “Just drop it off. We’ll take care of it.” I want that. I want someone to just teach me and walk me through it.

That editorial calendar, you’re right. I didn’t even think to ever tell anyone. I’ve been telling people for years how to do interviews because that’s what I do. I never thought to say, “Do an editorial calendar.” And the editorial calendar is so basic, and it’s gold because there’s going to be a time when something just comes up in business and you can’t think of what to write about. And because you can’t think of what to write about because you’re stressed about work, you’re not going to sit down and write. But if you have that calendar, it holds you accountable. It makes it easy. It gets you started.

That calendar is huge for me especially since we do interviews. You know, if you have a bad interview, you don’t want to think about the next one. But if the next one’s already in the calendar, you’ve got to do it, and you do. Shame on me for not thinking that that was important enough and telling other people about it. I know I could have saved them a lot of trouble.

Laura: And also it’s great for promotion. If you can get more organized, if you know what you’re talking about, then you have the ability to say, “Don’t miss next week where this and this is covered.” You can schedule social media updates.

Andrew: Frequency. I do still do daily interviews. I do still publish every single weekday. Tell me more about frequency. What should the person who’s listening, who says I don’t want to do as much as Andrew does.

Laura: One, again, you have other stuff to do in your business. I just don’t think you have the time to blog every day, too. Andrew, I would tell you not to run the videos so often because I can tell you, as a viewer, I do not have time to watch hardly any of them, and I always like the ones that I watch. But I run a business. I don’t have an hour a day.

Andrew: I know. I hear that a lot. You do too much, Andrew. I listened to Gary Vaynerchuk. It’s helped me become a better interviewer, and it’s helped me get an audience, but it’s also helps me want to lie down on the floor sometimes in exhaustion every so often. What’s a good frequency for us to take on? What’s more manageable?

Laura: Think about your audience. Once a week or once every two weeks is what I would suggest to most business owners, but really make it realistic for yourself is what I would say. I would actually say that every day is a bad idea for almost everyone because it’ll take too much time away from more important tasks in your business. If you have tried to blog and you’ve never been able to do more than once a month, just make it once a month and embrace it and let people know that that’s the schedule.

Setting expectations is really important. If you don’t blog for three months and your blog is just dead, people think your business has gone under. And especially think about someone like Googling… Let’s say you have a car shop and you have a blog that wasn’t updated since 2009. Well, your car shop is probably still doing great. You just stopped doing a blog. Well, when I’m Googling you, I’m like, oh this site… Did they go out of business? Their site used to be updated, but now it’s not any more. It looks really bad when you just stop entirely. Just take the dates off your blog like KISSmetrics did. It’s a great trick. Some people don’t know, but do what’s realistic for you. Once a week is great, once every two weeks but even if it’s less than that, just set a realistic schedule and stick to it.

Andrew: Let’s take a look at your calendar. I want to keep the screen moving to make sure that people have a lot to see. I think it’s the far right. You’ve got it once a week, and earlier I saw another calendar on it. You don’t need to turn it on, but you were doing something sometimes on Thursday and another thing on Wednesday. Is there something else that you do beyond putting a blog post every week?

Laura: Well, those are actually my newsletters, not my blog posts.

Andrew: So, you have another calendar for your newsletters.

Laura: Yep. We use… Oh, let’s see. This isn’t the browser I usually use, but I have that one password thing now that I don’tâ?¦where it is in Firefox? Let me just pull up my other browser and see that plug-in. We actually use a WordPress plug-in that I believe is called Editorial Calendar that’s really nice. It has a manager in WordPress.

Andrew: And thanks for putting that browser right on top of the other. That way, we make sure that everyone gets to see this.

Laura: Oh yeah. Let me make it just right, actually. I edit screen flow as well, and I am familiar with that problem.

Andrew: Now, you’ve got your Chrome browser on top of your Firefox.

Laura: Oh, you know what? It’s in the post section. Oh wait, calendar. There it is. So, under post it says calendar because I have this plug-in. What this plug-in does… All it’s doing is showing you your scheduled blog posts as a calendar. So, it’s just a different view on WordPress when you have scheduled drafts. So, you can see that my blogging calendar is every Monday and every Thursday. We do guest posts on Monday, and then we do other posts on Thursday, which are sometimes webinar invitations or sometimes like a video for me or a training video. You can see we don’t have this planned as far ahead of time, but we do have it planned out. Right now, I guess we’re looking at July. It says July through August. I’m not sure which. I’m guessing July, and all this is doing is plotting out the different posts. If you look at it, this one is scheduled for the fourth.

Andrew: I see. Right, because in WordPress if you create a blog post and you schedule it to go in the future, it’s just in a list somewhere, and I think it might even be organized based on when it’s supposed to post, but it’s in a list with a bunch of other stuff. This way, you get to see it on a calendar and et the visual.

Laura: Then, you click on it to edit it. Something you could do… This is a post we have coming up called, How to decide group coupon sites or write for your small business and my experience with HTML, like my experience doing a coupon in apps HTML. You can just click to edit, and you have the whole post.

Something that you could do is just put in your headlines and schedule them as WordPress blog posts and then go in and edit and put the actual post, which by the way would be a great way to make sure that you actually write it because you schedule it to go live and then if you don’t write it, it’s just going to be a blank post.

Andrew: What’s the name of this plug-in?

Laura: This is called… You know what? Let me make sure that I have the right name for it.

Let me make one more point first. Another reason why this is so valuable is… So, that Groupon thing, I thought… I had the idea for that because I was reading… I love to read all those Groupon horror stories. Do you ever read those? It’s like a small business, and that business went under because of Groupon. I find those really interesting. I thought, if I find it interesting, probably my customers do, too.

Why don’t I do an article about my experience with AppSumo which is kind of similar, but I had a good experience with by the way, a similar kind of service. And so, I had the idea, I wrote the blog post, which this is a written post for me, which is very, very rare, but I had the idea in my head and I wrote it.

Now most people make the mistake of they write the post they publish. What happens is you have that one week where you have like half with ideas, and you’re writing a ton and you’re really excited to get them out. And then, you sort of burned up all your blogging juice and your blog is dead for the rest of the month.

What you want to do instead, once you have an edit calendar, you know where your posts go. Let’s say your posts go every Wednesday. Instead of just publishing it live, you write the post, you stick it into WordPress, but then you schedule it to go for whenever the next Wednesday is that you have a hole, instead of just making it go live right then. Now, you can still write whenever you are inspired, but you’re scheduling it out for regular content.

Andrew: I see. Let’s see if you can find the name of that plug-, and we’ll recommend that to people, too.

Laura: Yeah, it’s just called WordPress Editorial Calendar.

Andrew: Perfect. Great. By Colin Vernon and others. I see now about the frequency, I understand how to publish. Let’s talk about writing the post themselves.

Laura: My top way to write posts is to get other people to write them for you, is my favorite. And we actually have content through the rest of the year now, in guest posts. Obviously, I have a pretty good size following, but the word has sort of gotten around that I run a lot of guest posts on my blog, which I do. People know that I’ll go and spot a guest post, because it likely get run, because I run so many of them.

After a time, I just sort of established that reputation. We do have this thing on the side bar. I keep pointing at it, but it’s showing on the screen. Want to contribute to lauraroeder.com? If you’ve got an idea for a rocking guest post about running a small business, entrepreneurship, personal branding or online marketing, all the things my customers are interested in, we want to hear from you. Just enter your details along with a short description of your proposed post, and we’ll get back to you.

Andrew: Let’s take a look at that. I want to see what you’re asking your audience when they’re submitting, when they’re offering to guest post.

Laura: It’s just a regular contact form. We don’t even have a special form. We just send them to our normal contact form. And we tell them, enter your details and a short description of your post.

Andrew: How do you make sure the post fits with the theme of the site, that it answers a question your audience has? I noticed that you break up your topics really well so that people can follow along easily, and they can scan it. How do you make sure that a guest writer does just as good of a job?

Laura: I’ll be honest with you. For guest posts, we just want anything that our audience will be interested in. I’m not as picky as making sure that they answer specific questions because I rather get a post up every Monday that people are interested in than making it like super targeted for questions that people are asking us.

Our process is people send us a pitch of the idea, and we could ask for the whole post. I guess the only reason we don’t is just because I always feel bad if somebody write the entire post and then we reject it, even though they can run it on their blog.

Andrew: Yeah, I would too.

Laura: But that’s why we ask for the idea. So they just give an overview, and honestly in the overview, you can tell if someone is a good writer or not. Again, it’s just have to be useful. They don’t have to be a great writer. They have to be a writer that people can follow and understand, honestly. And you can tell, like, are they coherent in their pitch, which not everyone is. So we just look at the pitch. Someone on my team named Sarah actually does that.

She looks at the pitch. She says is this, I mean, our metric is, is this something that our audience would be interested in. Do they want to read about this topic? Are they likely to share it? Are they likely to talk about it? And then, if they are we have the whole thing written out.

Andrew: And then, they write it and what kind of editing do you do on it?

Laura:

We don’t do super, like I wish we had a copy editor that worked at my company. We just don’t have the resources for it, so Sarah edits them. I mean, not that she’s not a good copy editor, she’s just not a professional copy editor. It would be cool if we had somebody like running through all of our materials. But Sarah looks at them, I think sometimes she helps them write a better headline. Sometimes, people aren’t great headline writers.

The editing is really basic. We expect them to give us a finished post. So if like they don’t have sub-heads, or paragraphs spelled out Sarah would say, “This looks great, adding some sub-heads, break the paragraph shorter.” She’ll give them feedback, and then we expect the finished post from them, and then she’ll do like one final pass. We don’t, like I’ve posted for Copyblogger before, and they rewrote a lot of my posts to make it better, which I was really unhappy about. We just don’t. We don’t do that; we don’t have resources for that.

Andrew: Let’s take a look at problogger.net because they have guidelines. I have seen that other sites have really clear guidelines on what they are looking for. Problogger.net does that and then there is another site that does it even more than them.

Laura: Let’s see here if we can findâ?¦

Andrew: Where do they do guest…Actually, if you look at one of their guest posts, do they even say it any more? No, they don’t even say it on the home page when it’s a guest post.

Laura: It’s on here. It’s a guest post by Armand Assante.

Andrew: This is a take-away from me that we should start asking for people to do it. And say, check out our write for pro blogger page, where they specifically say what they are looking for.

Laura: Yes, they have a lot of guidelines…

Andrew: It’s impressive that you can get such on target blog post without having to create something like this.

Laura: Well, because honestly, I look at this and I wonder if people even read this.

Andrew: Is it too much for them? Now you’ve given them two homework assignments. One, to read, and then the other, to create for you.

Laura: I want to tell you another idea that we’re planning on putting in place that we haven’t done yet, but I think it’s really clever. We got a list from our SEO guy of all the terms that we should have on our blog. Like one of them is like, Facebook marketing, PDF, you know, just different terms that we could be ranking for. What we’re going to do is put that list in our guest post listing, like here’s topics that we need writers about. Then we have people writing specific to the keywords.

Andrew: I see. That’s great. I was bringing up Rameetsi’s site. He’s another one.

Laura: He’s really picky about his guest posts.

Andrew: He really is, and he’s very organized about everything. And he, I think, wrote pretty much a book about how you should write for him. I think it’s under the About section.

Laura: I love this. He has that No button, called Maybe later.

Andrew: Yeah right. It’s not no, maybe later for giving his email address. There you go, that’s another one. If anyone just wants an outline for how to do it, this is another great one. And it just goes on and on, with details about what he’s looking for, and then a format for how he wants it submitted and it works. I think for some guests bloggers, it really helps them to have a clear understanding of how to do it.

Cool. And kissmetrics.com also accepts blog posts. I notice that’s how they get a lot of blog posts up on their site. What about within the company, you do all your own blogging or inside your company you have someone else who does the blogging?

Laura: Well, the way we’ve done it up until now is that a lot of posts are just sort of modified by Sarah. Like if I have a video, there is one I posted recently, a video that I did, and then she, I think, wrote a headline for it, and she wrote bullets underneath of what you’ll learn. That’s the way that we….yeah, and that’s fine….social media marketing what every business owner needs to know.

Sometimes, I just kind of get on a roll doing videos, because it’s really easy for me to talk into videos. This is why I know there’s a few I have a sort of on a setting. I just start talking about things and I’m like, oh, I can talk about that, let’s do another video. And I’ll get all my videos recorded and then like I showed through the editorial calendar, we’ll dole them out over posts.

The way it works in my company is that I’ll send Sarah the video, and I’ll say stick this in the edit calendar. And that’s all my instructions, that’s as far as they go. So she’ll take the video, stick it into the calendar, this one, I think, I had just already written a headline for YouTube and she just stuck the same one on. And then she wrote a little on this video what you’ll learn underneath.

We actually load them on YouTube just because it’s sort of a pain to not make them live on YouTube until the date arrives. So people can find them on YouTube sooner. This is another thing. There’s all these details. It’s like, who cares. People will really get into like…but I can’t cue up a video post, because I have to load the video first. It’s like, let people find it on YouTube before it’s live. It really doesn’t matter.

Andrew: That’s actually, that would be me. I would be waiting the day before. I would look for some website that would teach me how to schedule it, the perfect time. It’s really easy to get carried away and try to look for perfection instead of just results.

Andrew: Google’s keyword search tool. You said that you have a SEO person who gave you a few keyword ideas for what to write about. How can we use Google’s keyword search tool to figure out what blog post, either write ourselves or to have someone else do for us?

Laura: I think it’s a good idea to use the tool for more of topic ideas. I think some people take the tool a little too literally where they’ll see Facebook marketing is a good phrase. So, they’ll try to write a post that just basically says Facebook marketing over and over again without any rhyme or reason. And also, the terms that are going to come up, unless I’m using the tool wrong, it seems like it’s the most common ones that are coming up.

In my experience when I’ve had a big hit in search traffic, it’s always something that I don’t predict which I think is a pretty common experience, like you have one post that for whatever reason Google decides they love that one and they rank you. It not only gets ranked really high, like the how to re-tweet. I wasn’t trying to gain a keyword, I just did a post about what people wanted to learn about, and Google has decided, for whatever reason, for now that that’s their favorite post on that topic. That seems to be a pretty common story. I think the keyword tool is very valuable but use it as an idea for a topic.

Andrew: Can you bring it up to show it to us, to see how you would find keywords based on that?

Laura: Yeah.

Andrew: You just go into AdWords, or actually what you did was you Googled add tool, I think.

Laura: I think I typed in keyword tool.

Andrew: Keyword tool. Thanks.

Laura: It has a crazy URL, so you should just type in keyword tool, like I did.

Andrew: If you go to adwords.google.com, you’ll find the keyword tool or you just Google for it. So, there, you’re typing in word or phase, Facebook marketing, and you’re doing Facebook marketing because that’s one of the topics that you cover.

Laura: It only shows that it’s closely related. Wow, I’m really confused by that. Do I type in “the” or do I type in [inaudible].

Andrew: They really twisted that thing.

Laura: I’ll see if I can get past the high security here. Here’s what Google keyword tool does, if you’ve never looked it up before. Facebook marketing strategy is Facebook marketing tips, Facebook viral marketing, Facebook marketing for dummies. What I want to point out to people because a lot of beginners will ask me about this, they’ll be like Facebook marketing for dummies, great. I just write the headline, Facebook marketing for dummies, and then my post is going to get range for this term, and it’s not quite that simple.

Instead, how I would use this is just say, Facebook marketing for dummies, OK, if I were writing the Facebook marketing for dummies guide, what would I include in that post? You do use the words “for dummies” but don’t use the post as an opportunity to stuff that phrase in as much as possible, use that post as an opportunity to write about that topic. Does that make sense?

Andrew: Yeah, it does. One of the advantages that we have over those automated systems out there is that we can spend a little bit of time thinking about how to customize this, both for humans in our audience and for computers over at Google. All right, and I see we can see the level of competition for that keyword, and we also get a sense of how much search action it gets. From there we can find those keywords that will help inspire blog posts. I’m really glad that I asked you to show this. I can see how that’s useful.

All right, next item here on my agenda. The reason I have this agenda is… Thank you, Laura, for spending so much time with David Saint, our course producer, who just put together a really good outline to make sure that we answered all the questions that people sent before the session and all the questions that they’re likely to have as they’re watching this.

Next idea here is Laura’s ads, and that’s the one thing that I actually don’t know what we’re going to be covering, but we’re going to cover it.

Laura: I know what we’re talking about. I think that you should not be advertising for other people on your blog if it promotes your business. This is another thing that when you… It’s really confusing because when you’re looking at blogging advice, like if you’re looking at a site like Pro Blogger, which is a great site that I love, but Pro Blogger is about blogging where the blog is the business. In that case, you want to have ads. That’s how you make money, but a lot of people will start a business blog, and they’re reading Pro Blogger, and they’re putting AdSense which is just… Is just no one making money off of AdSense any more? Why don’t I see that any more? Has everyone just given up?

Andrew: I imagine.

Laura: OK.

Andrew: It feels like that’s basically the content forms are making a lot of money off of AdSense.

Laura: Because that’s what I used to always see is everybody had those…because they’re so ugly, those terrible, ugly AdSense links all over their site, which I don’t see so much any more. But now I see a lot of affiliate ads. What I’ll see a lot now is people, generally on that right side bar, you’ll see people have a lot of little square affiliate ads that are filling their side bar or sometimes AdSense.

The money that you make from that is so miniscule. Unless you’re running a business making money off of affiliate ads, awesome. I don’t want to stop you, but if you’re like me because I make some affiliate money. Like I said, I have a successful business, and my affiliate money is teeny, teeny tiny. I get those emails from AWeber that I made $.30. It’s like, “Congratulations! A $.30 commission,” because I’ll just put links to things that I use sometimes.

And so, I just have a feeling that if you have a small business with a small traffic blog, you are not making bank off these sidebar adds that you have. What you are doing is sending people away from your business. You’re often sending people to competitive businesses. I see that a lot where they might not be a direct competitor, but it’s somebody who has like other products that are competitive or they refer other things that are competitive. As you’ve seen, I don’t especially care about competition.

I’m using my own niche as an example over and over again, but I do care enough not to send someone to a competitor right from the side bar of my blog. Your ads should be for you for your business. You can still have the ads, but they’re for you. I think I’m going to make this better. I don’t think this is very good, but my most prominent ad is joining my newsletter. That’s the big add on the sidebar. And then you can see below my posts I have…well, I guess it only shows if we’re viewing just the one post. But you saw if you’re on the stand alone post, that opt-in box.

And then, I have these banner ads that are for different opt-ins or programs of mine. It picks one at random. So this one’s “Twitter in 10 minutes a day.” “No more website drama,” that’s for my “Zero to Website” program. “Twitter in 10 minutes a day,” again, so you can see that I have ads on my blog. But they’re for my own products, and that’s what I think you should do.

Andrew: I see what you mean. All right. I get that. I think, maybe at first it makes sense to run some ads. But if you’ve got a product yourself, I can see how that produces so much more revenue. It’s targeted towards your audience. It doesn’t feel like an ad because you’re just linking to another product on your website, and it’s something that you can learn from and keep improving.

All right. Blog post work flow. What’s your work flow?

Laura: The editorial calendar is the really key part of the work flow because that’s where things get sticky, if you’re just posting as soon as you have the idea. I’ll give you an example, if there’s not anything too top secret in here. I’ll give you an example of my work flow. The other day I was talking to my project manager, Anne, and we were just chatting about business. And she’s like, “Oh, you should do a video post about that.” And I said, “Oh, you’re right. That would be a really good video blog post. RYKE me to do that.”

RYKE is the project management system that we use, that you can see right here. It’s like Basecamp. It’s just a different version. And so I’ll tell Anne, “Schedule me to do that. Make a task for me to record that video.” Here’s the one that she scheduled the other day. She wrote, “Do video about great ideas that aren’t right for your biz.” And so, then she even copied and pasted some notes from our chat. I think we were on Gchat and she just copied and pasted it here. So we make it a task.

Like for me, I just tell everybody on my team to make tasks for everything for me because that’s what I like to do. So I’ll say, “Make it a task. Give me a deadline.” What’ll happen here is now I have the task. On Friday, I’m going to record this video and some others that she assigned me. The way that we do it now which we just started doing is I’ll usually record the videos myself on my flip. Like just me or sometimes I’ll have my assistant come over and she’ll kind of help set up, but usually it’s just me.

And now, what we do is we send the videos to a video editing guy. I used to do the video editing myself which really wasted a lot of time. But we finally got a video editing guy, so I send the movie files to him. He sticks on our logo in the corner. He edits out the beginning and the end. If there’s anything else that needs to be added in like maybe I’m going to mention a link and he wants to put in on the screen, he’ll put that in.

He’ll upload that to YouTube, and then he would let Sarah know because Sarah’s like the content master who manages the blog and the newsletter and everything. He would let Sarah know, “The video is up on YouTube.” And then she would grab the video, make it into a blog post, then schedule it in WordPress, and stick it into our editorial calendar.

Andrew: I see. Let’s go through those steps again to make sure that I’ve got them all down. You get an idea, what’s the next step?

Laura: Schedule the idea in your task management system.

Andrew: Put it right in a task management. Not in the calendar yet, it’s just an idea. Next step.

Laura: The next step is to create it. So write the blog post or create the video. The next step is editing. For me that’s video editing or it could be sending it to a copy editor. And then, the last step is to take the final edited version and schedule it in WordPress using your editorial calendar tool.

Andrew: Great. And then, you got it all down. And I like what I, as a person who does this on a regular basis, like about that process, is it breaks it all down. You don’t sit down in one shot, feel like you have to come up with the idea on the spot, write it all out, publish it right away, because the deadline is coming up tomorrow. You get it done, but you also get it done in pieces that are much more manageable.

Laura: You can see I’m kind of psycho about scheduling, so I have trained myself. When I have an idea, I don’t just leave it as an idea, I put it as a task. I also think it’s a good idea to have a list of ideas for video posts or blog posts but take it a step further. Instead of just having it as a list, go ahead and schedule yourself to write that post, even if it’s three months from now.

Andrew: Having it that far in the future is very reassuring. Final section here for us to talk about is what to do with all those eyeballs? You said in the beginning, the idea isn’t to get more hits, and it’s so easy to get carried away with hits. Because you publish something, you start to feel like…I remember I published and said, “Well, if no one likes it, then what’s the point of publishing it?”

I kept publishing thinking someday, someone will read the new stuff and go back and look at the old stuff, and sure enough that happened. And that I’d get better and sure enough that happened and so on, but I then started focusing just insanely on the numbers and thinking that, that’s what really mattered. It’s not what matters. You have other goals in mind. What do we do with all those eyeballs and all those hits that’s more important than just counting them up in Google Analytics?

Laura: I think the most important thing is converting them to email addresses. I’m definitely of the school of thought that the main purpose of your site should be to get email addresses.

Andrew: Why? Now, we’re doing a session on blogging and, I don’t disagree, I agree with you completely, but I want you to explain this in a way that would have stuck in my head two years ago when I got started and thought that everything is about blogging and just social media. Why is it that at the end of a session on blogging, we’re about to tell people that their bigger goal should be to get email addresses. Why is it so powerful?

Laura: Email is powerful because you can go to your customer instead of expecting them to come back to you. If you do not have an email address, all the onus is on your visitor, that they have to spend time out of their day to find your site again and to visit your site again. And I don’t know about you, but I’ve been to probably, literally millions of websites, which is kind of sad. I’ve probably been to millions of websites that I enjoyed, that I have never seen again, like real interesting blog post, people I wanted to keep up with, because I didn’t have a way to do it.

I’m not going to subscribe to everything in my RSS reader. I don’t even use RSS that much. I’m not going to go out of my way to be like, “Let’s see, I think I’m going to bookmark this site, and then I’m going to check back tomorrow.” And then, if they don’t have a new post I’m going to check back the day after, and then I’m going to check back again a week later and see if they have a new post by then. It’s just too much work for your audience. When I get your email, now you don’t have to do anything. I’m emailing you saying, “Hey, here’s some valuable new content for you.” Gathering email is so important, because you taking the work off of your visitor and putting the work on to you, to share the content.

Andrew: Yeah, you’re right. Even if I produced the best stuff today, people might forget tomorrow, they probably going to forget tomorrow. And if I don’t publish tomorrow, they’re definitely going to forget. And if I don’t publish for a week, I’ll just be a distant memory. All right, so if the goal is to get email addresses, let’s talk about that. How do we do that right?

Laura: I have to give a shout-out to Social Triggers, Derek Halpern. You should do a class with him because he actually, recently did a review of my site that we’re going to post soon. They gave me a lot of good ideas for how to do this, even better than I do.

The little box at the bottom that I have and that KISSmetrics has, I got that idea from Derek. That is one, I say, everyone should do. There is no reason not to have this little box at the bottom of your posts. Derek was talking to me about it, and he said it worked so well because if they make it that far, they clearly really love you. Most people that look at the posts are never going to make it all the way to the bottom. The people that do make it all the way to the bottom, they read your entire post right, they want to learn more from you. So always put that box in, why not?

Andrew: What plug-in do you use to put that in?

Laura: I don’t know. I have to look that up for you.

Andrew: And it can also just be added into the theme itself, but I’m wondering if there is a plug-in that makes it easy.

Laura: I’m sure we do use a plug-in. I’ll look that up, and we’ll include it in the resources that we were mentioning, absolutely put it there. See, now I’m thinking of all these changes that Derek told me to do for my site, some that I will have soon. He said that my search is too prominent, which I agree with, because this is really juicy real estate on a blog, this top right corner here. This is a great place to put opt-in, and go ahead and put the form. You know what he showed me a really good example. Who was that? I think it was on Copyblogger. They have a really nicely done opt-in box in their corner.

Andrew: We also saw KISSmetrics had it up in that upper right corner.

Laura: That’s a good spot for it, and a lot of people put it along the header of the website as well. I think this is really well done, free updates, it’s super prominent, you stick your email right there.

And what Derek pointed out that was interesting to me, is I think most people make RSS too prominent. They still have RSS pretty prominent, which is probably important for a blog like Copyblogger, but you kind of have to know the scoop about RSS to know how it works. They don’t have text link, but click here to subscribe. It’s like if you already know the scoop on RSS you know to click this little button, but they are not making a big show of how to do it for people that don’t know.

Andrew: I see. Great point. I keep seeing that. Now that I have noticed it, I see that a lot of bloggers will have the request for an email address on the upper right, and also on the very bottom they’ll have the second request for an email address. And this goes for not just people who are professional bloggers like Copyblogger, but we looked at KISSmetrics and as you start looking at blogs of some of the stats obsessed web app creators, you’ll start to see it in the same places. What about navigation and site structure?

Laura: I don’t have much to say about that. Just do the standard thing. Don’t try to come up with clever names. Don’t make it too complicated. People are looking for About. They’re looking for Contact. Give them the navigation that they are expecting.

Andrew: It looks like you leave it really light. There is not a lot going on, on the site. You trying to get people who come here to register, and then once they register, you’re taking them through an email process, where that’s where they often buy. Do you get more customers from there than you do directly from the blog or directly from the blog most?

Laura: I don’t know. Because I wouldn’t really know, because email a lot of it would just show direct traffic, you know what I mean? It’s sort of hard to tell. Unless they clicked a link straight from the email to a purchase page, it’s a little hard to tell where more come from.

I will say another reason why emails are important. There is sort of this fantasy, especially with information products, that people just come to your site and they buy. It’s extremely rare to have someone, so for me I have a database so I can tell where they came in, what they opt-in for. I can see when the first interaction with me is a purchase. That’s very, very rare, that the first interaction someone has is a purchase. They almost always are in my system first, and you’re almost never going to get a purchase on the first visitor. They’re going to, at least be a repeat visitor and that makes sense.

When you think about buying anything, if you looking for like, I need to buy a new battery. I’m out of batteries and I’m going to Amazon and I’m buying new batteries. Even something really basic, we often are like, I’m going to read some battery reviews, I’m going to see if that will help.

Andrew: I’ll come back. I do that sometimes, too. You’re right, I don’t know why I do it because really if I’m going to save another buck on a battery, by flipping around on the Internet, I will have wasted my time.

Can you check out a site called springmetrics.com? I wish I could login, but I got a new account, I don’t even know my user name and password. It’s all in my password manager. I’ve installed this on my site, and it shows me what path people took to buy. What I noticed is, that often it will say this is their 6th visit on your site, this is their 4th visit on your site, and then I can see throughout what they did, and I can see they came in on the Home page and they bounced in to just, and they bounced away and they back just this specific blog post and so on, and then they bought. You’re right, they’re just going all over the place and then they’re ending up in the shopping cart.

Laura: And that’s how we get frustrated when we see it with our customers, but when you notice your own buying behavior. I’m just thinking about yesterday. I was buying this top from Anthropologie, but I didn’t actually buy it, I put it in my shopping cart, I read about it, I decided that I was going to get it, but I did not actually buy it for whatever reason. I’m planning on it. I just like to waste more of my own time, I don’t know why. But, that’s how we buy.

Andrew: Let’s take a look at your website one last time. And before we say goodbye, what’s the first thing, now the person who’s listening to us here, has watched from beginning to end, very often they take notes. I know because they email me their notes, and I love to see that. Let’s give them one thing that they can do right away to act on all what they’ve just learned. What’s the one thing that they should do first?

Laura: Editorial calendar, that’s the most important one.

Andrew: Editorial calendar.

Laura: Write down 25 questions that people ask you. Like right now off the top of your head, write down 25 questions, copy and paste them into your Google calendar. Now, you have blog posts once a week for half a year.

Andrew: That’s a great place to leave it. And check out lauraroeder.com, the website’s right up there. You’ll get to see it as it evolves, and you’ll also get to click around on some of the pages and some of the flow, that we just flew through. Laura, Thanks for doing the session with us.

Laura: Thank you, Andrew.

Andrew: And thank you guys for watching us live. We’re trying this here with a live audience and you got great fans, including Teresa. Should I give last names. What do you think? You do this.

Laura: Teresa Reed?

Andrew: That’s Teresa Reed. She’s right in there.

Laura: I know my peeps. Hi, Teresa.

Martha, Stacy, Howard, I see Teresa’s in there. I think she just asked a question, but I don’t even know how to click on it now at this stage. So I’ll just say thank you, and I’ll check it out afterwards. Edward, and thank you all for asking questions. I think about 100 questions submitted before the session, maybe even as many as 150. And I use those to help guide the questions which helped everyone else’s session.

So thank you all for submitting those, and Laura again, thank you for doing the session with us.

Laura: Thank you.

Master Class: Video Brand Building
Taught by Jeffrey Harmon of Orabrush

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Master Class: Video Brand Building

 

 

About Jeffrey Harmon and Orabrush

Jeff’s video marketing blog

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Jeff’s Prezi on the 4 C’s of a Successful YouTube Channel

Sites Mentioned In Video

Orabrush Channel

Ray William Johnson Channel

Mike Chang Channel

Go Pro Channel

Juicystar07 Channel

Rhett&Link Channel

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Transcript

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Andrew: This is a course about online video. The course is led by Jeffrey Harmon, Chief Marketing Officer at Orabrush Inc. I’ll be leading it along with Jeff. My name is Andrew Warner. I’m the founder of Mixergy.com where proven business people teach you what they’re great at. Jeff, let’s take a look at what you guys have done at Orabrush with video, can you show us?Jeffrey: Yeah. To explain what we’ve done, I think I need to give a little back story. Two years ago I was in my last day, of my last class at business school at Brigham Young University in Utah. I’m in this marketing research class, and I was enduring through the final presentations. One group in the class got up and presented on a tongue cleaner. It’s the size of a toothbrush and they got up and presented and I was intrigued by it because I like tongue scrapers already. Whenever you use a tongue scraper, you pull lots of gunk off your tongue. So I thought it was a very interesting product.They’re talking about it and they said, “Well, we don’t recommend that you sell this product online because” they said something like 92% of people would not buy this kind of product on the Internet from their research. They said you need to partner with an Oral B or Colgate or another brand and ride piggyback off that brand. I confronted them and said, “That doesn’t make sense to me because 8% is millions of people and you’re going to have an easier time selling to the niche people that want to buy online than your ever going to have trying to get a partnership with Oral B or Colgate.Afterwards, the inventor of the Orabrush, that’s what it’s called, Orabrush Tongue Cleaner.

Andrew: By the way, that’s kind of what we’re seeing on your screen right now, it’s not the exact version that you were presented with when you were in school, but essentially it’s that piece that we see on your screen.

Jeffrey: That’s right. So you see the head on the screen right now. You can see it over here, but the inventor came up to me and he started asking me questions. We talked a bit, we decided, I said, ‘I could sell your product.” The inventor is a 75 year old man, VP of a $200 million company and he had been working on this project in retirement for eight years. He tried an infomercial and spent like $50,000 on an infomercial and it failed. He had . . .

Andrew: How much money on an infomercial?

Jeffrey: Like $50,000 on an infomercial.

Andrew: $50,000 and it still failed and that didn’t work, OK.

Jeffrey: Yeah. It sold like less than 100 orders.

Andrew: Get out. OK.

Jeffrey: Yeah. Then he tried doing Google AdWords, he tried selling it to stores. He tried to contact Oral B, and he just couldn’t get it to go anywhere. So, coming to this business class was kind of his last step. So, I went over to his house and I started working on it in the evenings and we set up a deal where if I sold the product then I earned money.

One day he came up to me and he said, “How much do I owe you for what we’ve done?” I said, “Well, I haven’t earned, I’ve just spent your money so you don’t owe me anything.” He took me out behind his house and he said, “I’ve got this old motorcycle,” it actually wasn’t that old, but he said, “I’ll trade you, if you’ll work at nights on Orabrush and promise me at least eight months of part-time work after your full-time job, then I’ll give you this motorcycle.” I was like, OK, let’s do it.

So, we worked on it and I was trying to get the conversion rate on the website up high enough that we could use Google AdWords and justify them and get an ROI. I was trying all different kinds of things. I was trying different languages. Learned a lot of stuff, but I could never get it high until I found a video on YouTube called, How To Tell If You Have Bad Breath. I e-mailed the people who owned the video and asked them, “Can I put this on our website to try to increase conversion rates?” They said, “Sure.” I put it on and conversion rates went up by three times.

I thought well, what if we created our own video on how to tell if you have bad breath and stuck that on our homepage. So, we created this video and I’m going to go ahead and play it for you, will everybody be able to hear it?

Andrew: Yeah.

Jeffrey: OK. I’ll go ahead and play it, and you’ll see what we came up with. Sorry, full screen, is that OK to go? I’m assuming it’s OK.

Andrew: Pause it once it starts playing, so we give it a little bit of a chance to buffer.

Jeffrey: Go ahead?

Andrew: I was going to say as someone who has created landing pages to see a 3% increase can be big, to see a 300% increase, triple results, that’s huge. I can’t imagine how you must have felt that day. That alone is enough to get me to pay attention for the whole session here, and I know the same thing goes for others who are creating landing pages. It’s tough. It’s a battle of inches with landing pages. You rarely find that one magical thing that turns things around so much.

Jeffrey: Yeah and what’s amazing is if you go into our shopping cart, our shopping cart isn’t super good and right now we’re looking at ways to redo the shopping cart, but it’s amazing. What’s our conversion rate [??]?

Andrew: Well, depends on the source, but between 5-10%.

Jeffrey: We have a 5-10% conversion rate right now on our site and that’s pretty good considering we’re driving in just random people.

Andrew: So, this is the video that tripled your results. Let’s take a look.

Jeffrey: OK. Well, this isn’t the video. This is the one we made after the video.

Andrew: Gotcha. OK. You guys saw the generic. I’ll let you go.

Jeffrey: OK.

Video: Halitophobia, the irrational fear of bad breath. I’m a halitophobic. I’m not so much afraid of me having bad breath, I’m afraid of other people having bad breath as in, buddy you’re breath smells like crap. Maybe, you should develop a case of halitophobia. Now I know what you’re asking, how do we know we have bad breath? Use this. Use a spoon. Now I know what you’re thinking, a spoon? You eat with a spoon, you play spoons, you spoon your girlfriend.

You take the spoon [muffled voice], you take the spoon and you stick at the back of your tongue and gently scrape. Let it dry and take a whiff. If it stinks, your breath stinks and if your breath stinks, this is the only kind of spooning you’re going to be getting. The smart viewer out there will know to check your bad breath. You notice that we checked our tongue. Ninety percent of bad breath comes from bacteria and residue on the tongue.

On your tongue. Now your mom doesn’t sound so stupid for telling you to brush your tongue, now does she? Tongues are like sponges, soaking up all that bacteria. Toothbrushes are meant to clean the smooth surfaces of your teeth, not your tongue. And the tongue scraper? You remember the sponge, right? The tongue scraper just goes over the top of your tongue, this ain’t going to work. And mouthwash? This is like trying to clean your carpet with a hose, you’re just watering down the problem.

And then, there’s the option that actually works. This, the Orabrush. The soft bristles feel great on your tongue. You just go back and forth a few times, then go all the way back, pull it forward and see what comes off. The cure to bad breath. You can use this longer than your toothbrush. Use this in the morning, it will eliminate morning breath. Fresh breath all day and then use it at night before bed. You know what I’m talking about.

So do you and me and the rest of mankind a favor, get one of these. And your Uncle Steve, the one who looks like he’s got a thick coat of fur on his tongue? Get him one, too. Put it in his Christmas stocking. He’ll thank you for it later. His wife will. The kids will. Everybody will be happier, trust me. Get your first Orabrush free at orabrush.com/free. [Dramatic music]

Jeffrey: OK. So we took that ad and stuck it on our page. We built it initially just to bring up conversions on our landing page and then YouTube announced promoted videos, which is a program that is very much like AdWords for Google Search, but it’s for YouTube Search and YouTube is the second largest search engine in the world and we decided to try it out on that. Anyway, I’ll jump to that in a second. If you think about the last one with Miguel, was it Miguel?

Andrew: Miguel did a course here on Mixergy teaching how to create videos.

Jeffrey: How to create persuasion videos.

Andrew: Right. Right.

Jeffrey: So you go to orabrush.com/free and it would show up and then you’d see this little drop down. So Miguel talked about addressing the problem, showing the solution, showing how it works and showing a call to action. So you can see, there’s call to actions all over the place. You can see how it works right here, the ultra-soft bristles and then it explains.

You have the problem and the solution. I just thought it was interesting how many of the things that he talked about are directly in line with what we’ve done here. And then he talks about creating an impulse buy and the way he does that is he talks about greed, urgency, fear of loss, the Joneses effect. ‘So I just wanted to get a free Orabrush,’ that kind of fits into the greed thing. And, ‘limited time offer,’ urgency. And then you’ve got the fear of loss, I think it’s more the fear of bad breath. But you’ve got down here, ‘learn why everyone is talking about Orabrush.’

And a whole bunch of people, after we started our campaign, started posting these video reviews on our channel, on YouTube. On YouTube, on their own channels, they were talking about the Orabrush that they had just got. Because they bought it, and they weren’t sure if it was going to work. And then when it worked, they were really excited and they pulled out their laptops and recorded things like this video. Here, I’ll show you a real quick one.

Video: Hi guys, today I’m going to be doing a review on the Orabrush. Now, what this is, is a tongue cleaner. Let me get you a little bit of back information. All the bacteria and all that white crap that’s stuck, that’s what causes bad breath, and it sticks on there. Now, with the toothbrush, you can’t get it off, because when you’re scraping it around with a toothbrush, it’s just kind of moving it around. It doesn’t really get in between the taste buds and get it all out.

What this does, it has little bristles on it, and they’re soft. And what you do is you wet your mouth, and you go like this, back and forth on your tongue, and it has a little scraper on the end, and you scrape it all out. This works amazing, it gets all that nasty stuff off your tongue. Your tongue feels so clean, so fresh, and it’s just a really, really great product.

Andrew: I see. So what you’re saying is that you’re using the Joneses effect, as he talked about, where you show what other people have done with the product and how other people like it. You’re using the fear of loss. You’re using greed, which is to buy now. So, even on your landing page you’re using a lot of the tactics that he talked about using to persuade within videos.

Jeffrey: That’s right

Andrew: OK.

Jeffrey: So we’re reinforcing everything we did in the video. We covered problem, solution, how it works, and call to action really well. Around the video, we surrounded it with the Joneses effect and the greed and the sense of urgency and all those.

Andrew: OK. So, let me ask you this . . .

Jeffrey: And then we got . . . go ahead.

Andrew: So, bottom line, how did all of this impact your sales? To create your own video, to buy ads on Google, to do all the things that you and I are going to be teaching our audience here today. How did it impact business?

Jeffrey: So, once we had tweaked and tweaked and tweaked until . . . because when we created the video, it wasn’t right the first time. So we re-uploaded and did other ones and tested and tested. And then, once we got it right . . . the conversions were where I started spending 30 dollars a day on promoted videos on YouTube. And at the beginning I was only getting back 15 dollars a day. And then I eventually got it up to where we were making back 35 dollars a day.

And at that point, once we would break even, it was like, OK, let’s crank this up and see how many we can sell. And we cranked it up, and we sold out of 10,000 units in six weeks, and then we were out for a few weeks. And then we sold out of those, and then we were out for a couple days. And then we started catching up with our China shipments, because they’re made in China, and, you know, now we’ve sold almost a million of these.

Andrew: Wow.

Jeffrey: So, anyway, it had a huge impact, and stores started calling us. I mean, Bob had tried to get us in. But we got calls from Boots in the UK, which is the biggest pharmacy in the UK. Walmart in Utah called us. Hoyt’s and London Drugs in Canada called us. Now we’re getting into all the stores. Which, really, for a one SKU company with a single product that’s under five dollars, and a space that’s very crowded, that’s very hard to do. So.

Andrew: Wow.

Jeffrey: It’s been good for us.

Andrew: Wow. All right. And you’ve been good for Orabrush. You’re the guy who–from everything that I’ve been reading–you’re the guy who came up with this idea and just kept iterating, as you said here in this session. All right. Well, I want to learn as much from you as I can about how to do this, so that I can do it too, and my audience can do it. As much as possible, I want to learn. What’s the first thing that we need to learn?

Jeffrey: So, the first thing is to create a conversion video like the one you just saw.

Andrew: OK.

Jeffrey: And then, after you’ve created the conversion video . . . and I watched Miguel’s comments, I think they’re really good, and those principles apply even when you’re not doing cartoons, they apply across the board. But the next step after you’ve created your video . . . I mean, you can just create it for a landing page like what he talked about and that’s great.

We saw a three times increase in conversions. And from what I hear from my connections at Google, they’re seeing those types of conversion rates for good videos that are well-tested and have been well-thought-out and follow all the principles, across the board. Video just has a huge impact on landing pages.

But then, the next step is to optimize it for advertising on YouTube. And so, I’m going to run over to right here. So, here’s the video. 14.8 million views on that video. And you come in, and you can click right up here, you see the ‘promote’ button? Oh, it won’t let me open it in a new window. But, you click on ‘promote.’ And this is when you’re signed into your account, it’ll give you this promotion option. And then you come in and you pick a video. So let’s say you want to do ‘Payroll.’ That’s the video I want to promote.

Andrew: OK. I’m going there.

Jeffrey: And you come in, and you go, ‘next,’ and then you just [??] . . .

Andrew: Let’s give it just a moment to come up on my screen. OK, now I see a list of all your videos on YouTube. Once you click ‘promote,’ you get to see this, all of them with a little box next to them, next to each one, and you’re going to select the one that you want to promote. All right. And I see, ‘Diary of a Dirty Tongue,’ ‘Casting Call.’ You’re scrolling down past ‘Apple,’ ‘Cronies,’ and somewhere on the bottom is the one you were talking about. OK. All right, now I see you typing in the copy. OK. So, basically, this is where you write the ad.

Jeffrey: Yep.

Andrew: OK.

Jeffrey: And you want to make sure to . . . I mean, this is just like Google AdWords, where people search on YouTube. And, like I said, YouTube is the second-largest search engine in the world next to Google, and Google owns both of them. You put in your copy, and then one thing you want to click is ‘play this video on my channel page.’ So there’s ‘view pages,’ which is where you see most YouTube videos. It’s just the white background on YouTube. And then there’s channel pages which have all the branding on them. And so you don’t want them to go to the view page, you want them to go to the channel page.

Andrew: OK.

Jeffrey: And then you click. You pick a thumbnail that you want. They don’t give you a lot of options. This is something they could do a little better. I think they’re working on it right now. And then, go to ‘next,’ and then . . . oh. ‘Policy violations.’ Let’s see.

Andrew: I wonder what text . . . oh, could it be ‘watch my video’ is the text?

Jeffrey: Oh, probably. Let’s see. Let’s just do ‘copy’ for that, and then see what happens. Nope. For some reason it’s saying I have a policy violation.

Andrew: Maybe it’s ‘copy, copy, copy’ that’s the problem. Is there another word? How about we just create like a fake text?

Jeffrey: [?]

Andrew: That’s real? So, ‘how to tell bad breath.’ I like that, OK?

Jeffrey: [?]

Andrew: And what you’re saying, by the way, before we continue. The first step is to create a video that converts while on our own websites. We’re not trying to entertain, we’re not trying to create the next viral video. We’re trying to create a video that increases conversions on our site. That’s what you told me before we started this session, and it blew me away, so I thought maybe we’d address that. Why do we first create a video that increases our own conversions, and not try to play up to YouTube’s audience?

Jeffrey: So, when you’re on YouTube, really, everybody’s going after the golden bullet. They think if they can create a ‘Charlie Bit my Finger’ but with their brand hooked to it, that they’re going to get rich somehow. And, ‘Charlie Bit my Finger’ is one in billions of videos or millions of videos, and getting a good viral hit online is really one in a thousand videos.

You’re going to spend your entire budget chasing after the pot of gold at the end of the rainbow, and you’ll never get it. If you create conversion videos that are focused on YouTube, like for example, when we were shooting this video, we were in a pool hall. That original video we shot, ‘Bad Breath Test,’ we were in a pool hall that had a white screen. Dr. Bob, the 75-year-old guy, is holding the microphone, I was directing. I had an old roommate shooting it, and then we shot it and we were watching a YouTube video. The YouTube video was on an iPhone trying to figure out the style of YouTube.

And one thing I learned [?] is, you really should be shaving for iPhone size. But the point is, you still want to shoot for your YouTube audience, it’s just, the YouTube audience doesn’t mean you’re shooting Charlie Bit My Finger, does that make sense?

Andrew: Yeah, you’re saying keep the audience in mind. You’re not trying to create something that’s meant for television or for any other medium. You want to keep the audience and the format in mind, but you’re not trying to create a viral video. Your goal is still to increase sales, it’s just to do it in kind of an entertaining way so that it makes sense here.

Jeffrey: That’s right. And once in a while you’ll get a hit. Like we have a video that’s been a big hit lately. So you’ll still have runaway hits, but your foundation is creating a conversion video that has metrics and a destiny you can control and it doesn’t matter if it’s viral or not you still have control over the future of that video.

Andrew: OK. All right. I like that because if we don’t have sales we don’t have a business and I also like that because it feels like it’s more within our control instead of trying to create a video that may or may not be a huge hit.

Jeffrey: That’s right.

Andrew: All right. So you showed us how to create the copy here. You’re telling us to send people to our own video channel. You’re hitting the next button and we’ll see what happens after that. Hopefully that one goes, there we go, that one went through.

Jeffrey: Great. So now you have enter keywords, so we can say bad breath, you want to enter a bunch of keywords and so descriptive words and phrases. You can do demographics. You can grab video URLs.

Andrew: And what we’re doing here is we’re customizing the audience that will see it. People who are searching for bad breath now will see the ad that we’re creating.

Jeffrey: That’s right.

Andrew: And what I do here is the same thing I would do when I’m buying ads on Google Proper. Just pick out the keywords that fit.

Jeffrey: Yeah, it’s like AdWords. You come in, put in a bid per view and then you confirm it. I’m not going to run a promotion, but that’s basically it.

Andrew: OK. So let me ask you a few questions about what’s going on here. The first thing is when I’m buying the ad I am getting it to come over to my page on the YouTube channel right? I’m not getting it to come to my website obviously, it’s going to my channel as you said?

Jeffrey: Right.

Andrew: Actually that’s the one big question then. How do I end up with that getting a customer to my site? What’s the next step?

Jeffrey: OK. So then you come in, you come back to your video and you’ve got all these options at the top. You have notations that are very important because that’s how you put the little boxes over the top of the video where people can click, so that is some way to do calls to action and if you’re a sponsored channel, which we’ll talk about in just a second and you can actually link out of the site.

But you come into edit video and as soon as you’re done promoting videos, it doesn’t matter if you’re spending $0.50 or %50,000 this call to action overlay shows up for anybody who is promoting their video and it allows you to put an ad that pops up, so now you go back to the video page so you can see. Do you see that ad pop up?

Andrew: Yeah.

Jeffrey: It allows you to do that. It’s a call to action overlay, so as soon as you’ve promoted your videos you have this call to action overlay. Then you come down in here, a second thing you want to look at is come down [??] thing. I’ve got this one on public, but you have 3 options. Private, only people you choose can view, unlisted anybody who has a link can view it, so you want to use the unlisted feature until you know you’ve nailed down your conversion rates.

That means it doesn’t show up in YouTube search engine and it doesn’t show up on your channel. It can show up on your website if you embed it, and it can show up anywhere you put it, but it won’t show up on YouTube. Nobody can actually go and search you out on YouTube.

Andrew: And I would do that before I have a hit video, hit meaning one that converts and before I buy promoted videos on YouTube I keep it unlisted, it’s just meant for my site. Once I’ve got that then I come back here, I buy the ad, but I also make the video public.

Jeffrey: That’s right. So I would buy ads while it’s unlisted and do A/B testing. So you set up like 3 unlisted videos that are all different. I don’t know if YouTube expected us to use it this way, but set up 3 different videos that are all unlisted, run them against each other in AdWords and see which one converts the best and keep that one.

Andrew: I see. On my website I would have 3 unlisted videos that I cycle through, I buy ads against them, ads that send traffic to my website. I test all three. When I have the one that increase conversions the most that’s the one that I come to YouTube with, I make public, that’s the one I buy ads for. Do I have that right?

Jeffrey: Yep.

Andrew: Perfect. OK. And a tool for doing these kind of A/B tests, one that I use is visualwebsiteoptimizer.com, is there one that you recommend?

Jeffrey: I like Optimizely. I think it’s easy.

Andrew: Optimizely is another great one. OK. So we assume we’ve done that. We have the great video. We showed people how to buy an ad for it. The next step you’re saying is to get . . .

Jeffrey: And there’s a spot in your insights where you can see the click through rates on the overlay. But there’s also other places, I mean, most of our traffic came from people typing in the URL that we gave at the end rather than clicking. But, I can tell you from the beginning, and even now, we have 20% of people who watch this video end up at our site.

Andrew: 20% of people who watch the video click that overlay that we saw and come to your site? Or…

Jeffrey: They show up at the site.

Andrew: Show up? Okay.

Jeffrey: Whether they typed in the URL or clicked.

Andrew: How can you tell?

Jeffrey: Because, when we started we had zero traffic.

Andrew: So, you are basically taking the percent, you are taking the number of people who come to your site putting it over the number of people who watch your video and you are saying based on that, that’s how we know the number of people who go to our site.

Jeffrey: That’s right.

Andrew: Basically, this is your main channel.

Jeffrey: Yeah, and you can get the exact numbers of how many people are, let me show you another neat trick. So, I going to go back to the editor, click on edit video and then there’s the ability to do marketing options. To put in a pixel URL so you can track it.

Andrew: Oh, cool, so then you can really see if people are ending up on your site as a result of watching the videos that you paid for.

Jeffrey: Yep, and that’s…

Andrew: Do you see the top of the page that you just went on? I want to show people how they can get to that place where they can . . .

Jeffrey: Oh, so, video . . .

Andrew: Put their pixel.

Jeffrey: Video on page, and then you’d click ‘edit video.’

Andrew: OK. And that’s only available for videos that we buy ads for, or is it available for all videos, do you know?

Jeffrey: I believe it’s available for all people who are sponsored channels.

Andrew: OK.

Jeffrey: Let’s go ahead and talk about that right now. So, you come to the page. A normal YouTube channel, unless you’re a partner or a sponsor . . . and I’m sorry, this a little complicated. If you have to watch the recording once or twice to get it, it’s OK. But, it has this banner section, and for the banner section you can put in links. And so we go up here and we go to ‘branding options,’ 150 pixel banner, and then you can put in an image map code, and you can make those things go anywhere you want them to go. Does that make sense?

Andrew: Yeah, it does. It gives you a whole lot more flexibility, and the ability to create a call to action that people can click on and go.

Jeffrey: That’s right.

Andrew: OK.

Jeffrey: And then if you’re a sponsor . . . So, partners are YouTube content creators, like Ijustine [SP], or . . . there’s a whole bunch of these content creators who create videos all the time on YouTube. And a partner is somebody who has a revenue share with Google just like Google AdSense on your blog.

Andrew: OK.

Jeffrey: So, when you post Google AdSense on your blog, you’re going to get paid half of all the revenue that Google earns off those ads.

Andrew: OK.

Jeffrey: And, if on YouTube, you’re a partner, you get 55% of all the revenue from when people click on an ad like this one. Can you see the Google AdWords ad? So . . .

Andrew: Yeah, I see it.

Jeffrey: Any time somebody clicks on an ad or something. We’re playing around with some of the ads just to figure out where the revenues are, how much other YouTubers are making. That’s the reason why we’re doing ads, just to keep track of what their value is. Because we work with them a lot and we just can tell what they’ll really work with us for when you’re trying to negotiate a deal if you know how much they’re getting paid.

But the point is, the partners are in a revenue share with YouTube. And a sponsor is somebody who’s promoting videos, and they get even more options than partners, like that pixel at the bottom on each video so that you can track it over to AdWords. They get the same features, and then a sponsor can also get a widget. You see how we have this iFrame?

Andrew: Let me take a look. No, I don’t see it yet.

Jeffrey: OK. The iFrame is right . . . so, you go down and there’s an iFrame right here.

Andrew: OK.

Jeffrey: And it’s a widget we custom built.

Andrew: OK, so basically you can put another page on your YouTube page.

Jeffrey: Yep.

Andrew: OK, now, so, for our audience, if they’re partners . . . actually, what we want them to be is sponsors, right?

Jeffrey: Yeah, they’re sponsors, and there’s a level below sponsor that they’re working on right now. In order to work this out, all you have to do is start doing your AdWords campaigns and build your channel up as much as you can. Once you start spending, contact and get an AdWords representative, Google has those all over, and then contact your AdWords representative and say, I need these features, and they can put them in for you.

Andrew: So . . . Sorry, I want to make sure that I fully understand this, and that we’re sending people out into the world with clear steps for what to do. So, once they have their channel up and running, they buy ads for the channel first, and they buy from Google, of course, and then they go to their ad representative and they say, I want all these features. Or instead of that can they just say I want to be a sponsor channel?

Jeffrey: They can say I want to be a sponsor channel, and then the AdWords representative will say, you have to buy. Here’s our basic contract. Back when we did it, almost two years ago, they wanted a $200,000 promise, that you would spend at least $200,000 on YouTube ads in order to get a branded channel. The way my . . .

Andrew: OK, and once you do that, once you agree to that, they give you all the features? And the way to do that is to contact the rep who you’re buying AdWords from?

Jeffrey: Yeah.

Andrew: Or the rep who you’re buying Google video from, I mean YouTube videos from?

Jeffrey: It’s all AdWords. So you’ll have AdWords representatives representing YouTube and normal AdWords uses.

Andrew: OK, got you. All right. All right. And you’ve given us a sense of how big we need to be in order to get that level of support.

Jeffrey: Yeah, but you can become a partner or other things without the widget, without that kind of size. You just talk to the AdWords representative. They’ll work it out with you.

Andrew: OK.

Jeffrey: They’re flexible, they’re not going . . .

Andrew: What should we be asking for? What’s the first most important thing that we should be asking for?

Jeffrey: This top banner.

Andrew: The top banner, why?

Jeffrey: Because you have external links on it, more branding. The second thing you want to ask for is annotations. See the annotation right here? If you watch it a little bit, because OroBrush if you click on it, it will take you to orabrush.com.

Andrew: OK. And annotations aren’t automatically included?

Jeffrey: Annotations are included but not external linking annotations.

Andrew: OK. Should we ask for the external annotations linking first or should we ask for the top first?

Jeffrey: They’ll probably come together.

Andrew: OK. So that’s the first thing we should ask for. How big do you think we need to be to get You Tube to say, “Okay, you guys have that ability to link out.”

Jeffrey: Once you’re spending a few thousand dollars a month, I think they’ll start talking to you about, I don’t know numbers, I just know that they’re hard to get a hold of until you’re spending some money.

Andrew: OK. All right. Now I see extra why it’s important to send people to your channel because when you get them on your channel you have the ability to link out from that top bar that you’re showing us right now that has those three videos and that link goes to your site and you also have the ability to link from the video itself to your site. All right, what’s next? What else do we have to do?

Jeffrey: One more tip is down here at the bottom, you see in this section of the video?

Andrew: Yep.

Jeffrey: It says, or http or orabrush, put your link first before it truncates your description. When you’re on the view page you can see right here it truncates after, mine truncates mine last because it’s a show and it has the show there, but normally it will truncate after one or two lines. So put your link first so, if you don’t have external linking yet, in the video you can say, “Click the link in the description to get my site, go to my site” and point down to it. You know what I’m saying?

Andrew: I see. So, as a quick way to get a Call to Action that people can actually act on, you can put a link in the description. Later on when you have the overlays and you have that top set of images, you can have even more places for people to click over. All right. Makes sense. The goal here is, we are still in a place where we’re trying to get conversions. We’re not trying to just entertain. We’re not trying to create the next viral hit. We’re just trying to get conversions first and the rest comes after.

Jeffrey: That’s right. You got to build foundation of good channel first.

Andrew: OK. Any tips before we go on about how to write copy that would get people to play our videos?

Jeffrey: It’s very similar to Ad Words. The tricks that work on Ad Words work very well in this. The (?) is extremely important in this and if you can get, if you go, so here’s a tip because I think the image is more important than the actual text. Now I’m on the homepage of You Tube and you can see right here this ad gets heavily clicked. If you take and photoshop out the background and they put this white, the yellow behind it. Here’s another one.

Andrew: That’s an add? I thought that was an actual organic . . .

Jeffrey: No. Those are organic.

Andrew: OK.

Jeffrey: Over here on the right, you can see Five Minute Workout, you see that?

Andrew: Yeah.

Jeffrey: So, that guy has his shirt off that will probably get clicks, unfortunately. Then you’ve got down here, these guys do their titles and their thumbnails in the best way possible to get clicks. These guys make a living off those thumbnails basically because they get a lot of click throughs to watch their videos. A point of percent in click through rate when you hit this home page is millions of views.

Andrew: OK.

Jeffrey: So, you look at what’s always on the homepage and you can get a better idea of how to design your images.

Andrew: I see. Right. I see what you’re saying now. When we’re looking at these thumbnails of videos that have hit organically, we understand what kind of images will get traffic for our ads and we want to pattern ourselves after these and learn from them.

Jeffrey: Yep. That’s right. That’s what I’m saying.

Andrew: That’s a great tip. Now earlier you said that we can’t pick any image we want for the thumbnail, how do we manipulate it a little bit so that we end up with the right thumbnail available to us?

Jeffrey: I believe in AdWords, just in the last month or two they’ve added the ability to upload your own thumbnail. Once you’ve created your ad campaign on YouTube just go into your AdWords and it will show up automatically in your campaigns and you’ll be able to upload a thumbnail from there, a custom thumbnail.

Andrew: OK. And so the way I would do that is you showed me how to take one of my videos and make it into a promoted video. How do I now go back into AdWords and change the thumbnail?

Jeffrey: I can’t dive into our AdWords right now because there’s just way too much sensitive information in there, or else I would love to.

Andrew: What’s the URL though that we would go to?

Jeffrey: Just go to adwords.com and you’ll have a YouTube campaign and promote it.

Andrew: I see. So it’s just another product within the AdWords site?

Jeffrey: That’s right.

Andrew: Gotcha. OK.

Jeffrey: So it’s simple, it’s not terribly hard.

Andrew: OK.

Jeffrey: But you can see I’m struggling to explain. Usually I give kind of a high level concept view of what’s happening on YouTube where I’m diving into the how-tos. Part of the reason why we’ve been so successful and part of the reason why YouTube isn’t profitable yet is because they haven’t refined this, streamlined it enough and that’s a huge advantage to small businesses because if you take the time to dive in and learn what I’m talking about, there’s not very many marketers who are willing to do that. And until it becomes streamlined you’ve got a huge advantage because there’s not as much competition buying the ads in that space.

Andrew: I see. You’re right. It does take obviously a lot more effort than buying a Google standard ad that comes up on the search results. It takes more effort than coming up with a Facebook ad. Most people are going to think about those other mediums first and avoid this one. Meanwhile, this is the number two search engine in the country. Most people think of Bing as being the number two search engine, but it’s YouTube.

It has a ton of traffic and a ton of eyeballs and a ton of potential business for us and if we get this right and deal with some of the rough edges now we’re going to have an advantage over others who are staying away from this big market and we’ll have that big market to ourselves. I see it. I love it. OK. What else do we need to know?

Jeffrey: Next thing, this is where it gets exciting. So you’ve built a foundation, you’ve got an enormous amount of traffic running through your YouTube channel because you’re leaking them through that channel page and so you’re getting thousands of hits on your channel. The next thing is to take your channel and turn it into an asset in and of itself. On TV if you buy an ad, say you spend $10 million on an ad campaign, once that $10 million is spent it’s just gone, you don’t have anything residual from that.

On YouTube not only do you have the ability to share your video and talk about you and comment and interact, but you can see right here we have subscribe, it’s free, at the end of every video we ask them to subscribe. Down here we have 146,000 subscribers on our channel so every single time we post a new video all those people get notified. It’s like a follower on Twitter or a like on Facebook, but it’s probably about 50 times as valuable than a like or a follow.

Andrew: Why is it more valuable than a like or a follow? Why is it 50 times more valuable?

Jeffrey: All I know is we have 280,000 likes on Facebook and we’ve got $140,000 and when we post a video to YouTube it’s way more potent than the likes and I think it’s because of the crowdedness. So maybe if people get to where they’re subscribing, because you have 600 friends on Facebook and they’re all competing for your wall space. On YouTube you’re maybe following 15 channels. Does that make sense?

Andrew: Yeah it does, absolutely.

Jeffrey: So it’s way less crowded.

Andrew: I’m much more likely to like something on Facebook, much more likely to add someone as a friend on Facebook and follow them and you’re right, then it does become so crowded that I don’t pay attention to it. But there are handful of producers who I subscribe to on YouTube and you bet, I watch everything that they say. I mean, I may not watch a full video, but I watch what they’re putting out there. That is very powerful. All right. So what you’re saying is that, actually I’ll let you say it before I sum it up.

Jeffrey: So just real quick. On cable television, a good cable television network will have 400,000 subscribers, that’s respectable. On YouTube that top 100 channels have over 400,000 subscribers and Orabrush has 146,000. Basically, we’re creating an opt-in, advertise to me group of people, who are hard core fans of our brand, who want content from us all the time. Does that make sense?

Andrew: Yeah. It does. I’ve got a whole network, the size of a television network of people who want to buy from me.

Jeffrey: That’s exactly right. I’m going to go back to the top and I’m going to show you — so we go down and see Ray William Johnson, he’s one of the biggest. This video was just released and it already has 400,000 views and if you look over, if you actually watch the video you’d be like I don’t understand why that has so many views, but then you go to his channel — that ad took me to Facebook page — “Give a man a fish, he’ll eat for a day,” “Give a ma –” okay so you come in and you go down and you see channel views, 260 million, upload views he’s had over 1 billion upload views, subscribers 3.7 million subscribers.

Andrew: I see.

Jeffrey: Then you go up here and look at videos and he’s averaging over 5 million views per video. He posts several a week. He’s out getting, his hit per show he does, he gets more views than Jay Leno or Conan O’Brian.

Andrew: Oh, wow. OK. So let me ask you this now. So far what we’ve done is show people how to buy traffic and how to create ads that convert. How do we now make the leap from that kind of marketing based video to one that people are more likely to watch and one that people are more likely to see as like a competitor to their favorite TV channel?

Jeffrey: What you’re talking about is doing exactly what Proctor & Gamble did back when they started Soap Opera’s. The reason Soap Opera’s are called Soap Opera’s is because P&G started a television series to sell soap. Then eventually the medium became unsure enough that it wasn’t any longer working for them to own that and they sold it off to production companies and stuff and networks.

So, we’re kind of redoing that in a way. We’re building our own cable television channel, kind of like the next generation of the Soap Opera here, but the way you do that, what we did is we created what we call, Diary of the Dirty Tongue and I’m going to go ahead and click on this show, this is Season Six and we have, you can see the newer ones have less views and then you go back because they build views over time, between 20 and hundreds of thousands to a million plus views per video we post.

Basically it’s about this, you can see, we’ll just watch real quick we’ll watch . . .

Andrew: Yeah. I was going to suggest that. Let’s have a taste of this.

Jeffrey: “What’s up Ora buddies? Guess what? The higher ups have finally taken notice of my fast talent and professional potential. Our regular (?) guys is sick, everybody else is swamped, I’ve got a meeting like in 10 minutes, we need you to do one simple thing. They made me Chief Management Vice President Director of all warehousing and logic’s and stuff to clear the world of bad breath.

You take these Orabrushes and put them in these boxes. It’s really simple, just one thing, don’t touch anything else. It’s kind of, it’s a complex system, just put Orabrush in the boxes, got it? Yeah, yeah, yeah, yeah. You’re a life saver, thank you Orabrush. I’ve got this . . . you know what they say, if you want a job done right, give it to (?) . . . ”

Andrew: I’ve got a sense of what you’re saying here. You’re saying once you get people to come in and at least check out an ad for the video, some of them, those who don’t buy or maybe even some that do buy, end up subscribing to the channel and becoming fans and becoming repeat viewers. Once you’ve got enough repeat viewers, the next step is to create some kind of program or some kind of reason for them to come back, something that ties into the product that you’re selling.

Jeffrey: Yes. It’s just like on your Facebook you need to constantly update or a blog you need to regularly update to keep your subscribers or your readers interested in what you’re doing.

Andrew: So, I’m looking at this and this seems very expensive. How much does it cost to produce something like this?

Jeffrey: We make our videos for about $3,000 a piece for weekly videos. This is a more expensive project. The original project was, convert, when we started bringing in tons of cash that way, but building this platform creates a brand equity that can’t be surpassed because you’ve got all these people who are emotionally attached to your brand. But we don’t post a video on Morgan until later on Tuesday evening because they come out every week. We get tons of comments on it on our Facebook page like, “Where’s the video? Why are you taking so long?”

Andrew: That’s got to feel great.

Jeffrey: Yeah, at the end of every video you can see there’s an Orabrush there, they can click that, you can click on the Orabrush. At the end they’ve got a promotional link to the site. They can go and see other videos we’ve done like the iPad2 parody, which is one of our big viral hits. But every single video has a specific call to action but this is more of a branding campaign and that’s the reason why so many people think that they see it, they watch Nightline, the thing that Nightline did on us and they say, “OK. Orabrush sold a million units of Orabrushes.”.

The only thing they see is this giant tongue and they think, “If I do something crazy like the giant tongue in these videos every week, I’m going to sell a million of my product.”, and that’s not the case. The reason why we’re doing the weekly videos is to bring in people who are loyal brand advocates and we’re getting hundreds of thousands of them.

Andrew: OK. So first we want to have a real business model in place, one that depends on real conversions, on real persuasive videos, on a real understanding of what it takes to get someone to buy, one that’s built on AB testing. Once we have that, the next step is to just give people room to subscribe and once we have a certain number of subscribers, then we create a series. I’ve got two questions on that. The first question is how cheap can the first version of our series be? How simple?

Jeffrey: It can be like, right here, you see the Killer Five Minute Workout?

Andrew: Yep.

Jeffrey: I’m going to click on that. This guy has followed all the (?) steps. He’s got a conversion video, they’re very cheaply done but just the amount of ads he’s buying, makes him . . . a month ago he was at 70,000 subscribers, now he has 156,000 subscribers.

Andrew: I see.

Jeffrey: So he’s actually outpaced us in a lot of ways. His content is easier to do because he can do it every week, he offers tips on exercising. So his aren’t funny content like Morgan the Orabrush tongue. You’ve got to realize, we had to figure out a creative way to make a tongue brush interesting.

Andrew: I see.

Jeffrey: Now let me do another example. So that guy is one. He’s using promotional videos and he’s building huge fans. Now we go to GoPro. OK. So here’s GoPro’s site. They have actually 2,000 subscribers, 39 million views and they (?) multiple videos a week and at the end of every video, so they have like, they have the perfect (?) for YouTube because it’s all extreme sports. You can see here at the end they have “subscribe”, go to their channel and watch other videos. And so they’re building a massive following on YouTube with extreme sports, does that make sense?

Andrew: Yeah, it does, so for each product and for each company it’s going to be different. It doesn’t have to highly polished beautiful video that you spent thousands of dollars on. It can just be you looking at the camera and telling people how to work out, maybe even show them how to work out. It can be if you are doing an action sport clip from a jump that you’ve taken. The second question that I have is, at what point do you do that?

The first step, you said, is to make the video work on your site. The second step is to make sure it converts profitably when you are buying ads for YouTube. The third step you said is to create a series. At what point, how many subscribers do we need before we start saying it’s time for us to think more like a production company and start cranking stuff out that’s entertaining and brings people back and engages them?

Jeffrey: For some business, it’ll never fit their model. For some, I think, the first step when you are building a video for your site. Some people, that’s where they need to be, they just build a video for their site and get tons of conversions. The second step, to promote videos on YouTube, some people skip that. And then the third step, building the channel, as soon as you’ve got traffic pouring into your channel, you want to start your channel. Let me just switch over to this real fast. This is the four c’s of how to build a successful YouTube channel. And in this it’ll answer a bunch of questions. So, I’m going to blast through this. Do I have time to do this?

Andrew: Yeah, I hit the mute by accident. Yeah, absolutely, let’s take a look.

Jeffrey: Okay, so we came up with the four c’s. And basically what happens is we had our conversion rates for subscribers on our channels. So we had all this traffic going through our channel and we had 20,000 subscribers in the first year and a half. And then we added in more than the Ore Brush web series and started releasing content every week. And our conversion to subscription rate went up 20 times. And so just releasing content regularly had a huge impact.

So, if you want subscribers, you kind of got to do regular content. Here’s the four c’s. So, this is actually built for a different group. Oh, this is interesting, just a side step. So, in 2009, this is the most recent data that Forester’s released. But, you can see right here, the amount of time people spend at the library, is the light blue on each medium. And then the amount of money that the advertisers spending is the dark blue.

And if you look at watching TV at the top line, it’s pretty equal, the amount of money they are getting from advertisers and the amount of time they spend consuming that media. In internet time it’s 34%, it’s actually way up from there, it’s actually 40-something percent right now. But, advertisers are only spending 12% of their budgets on internet. That’s just another sign that this is a really great place to be in for entrepreneurs because the competition’s low.

Andrew: Right, there are not a lot of people who are throwing tons of money at this, it’s actually being under spent. Okay, so the first c is content.

Jeffrey: Content, so content, you’ve got to do the right content. You shoot from your iPhone, you want to make, you don’t need a super nice camera, like a Canon, like 60d or Canon 5d. They’re dslr cameras. And then you get a China ball light from Ikea put a 250 watt light bulb in it and then you get a point and shoot camera and a good microphone. And you are ready to go. But the length is an important one down there. It’s two to five minutes is the right length. The whole 15 to 35 second stuff that people talk about is, the only reason that that exists is to fit in TV media. And it’s not because that’s what works best.

Andrew: So five minutes, I saw many videos today that ran five minutes. Five minute video, people have attention spans long enough to let them watch that?

Jeffrey: Yes, well if you’re giving them content that’s interesting. So, that workout guy, some of his conversion videos are ten minutes long. So, you have to listen to your hotspots and see if you are actually retaining them. But, just use the time you need. What I find is, once you get over two minutes on conversion video, you’re going to start losing people, unless you have an exception to the rule. If you need 30 seconds, use 30 seconds. I you need two minutes, use two minutes, but be efficient with your time. Hot spots on YouTube will tell you if you’re right or wrong.

Andrew: That’s the graph we saw earlier that says, ‘This is where people have fallen off.’ If they constantly fall off after 30 seconds, you really should be thinking about cutting down your video.

Jeffrey: Right. Or changing them.

Andrew: Or changing them.

Jeffrey: Then, you’ve got number two: call to action. People are far more likely to subscribe, like, favorite and comment if you ask. Keep them in your ecosystem. [plays recording: ‘Put it in the comments below.’ ‘Tell me about it in the comments.’ ‘Put it the comments.’ ‘Leave it the comments.’ ‘Leave it in the comments and don’t forget to join me every Tuesday.’ ‘Prescribe to my channel.’ ‘Don’t forget to prescribe to my channel.’] You get the idea.

Those calls to action. Old Spice’s, TV, videos, their Super Bowl commercials, and just plug them in on YouTube. Then they created a web series type thing, that whole video blitz, but they never put any calls to action in them. We have good calls to action, and they are 300% more likely to subscribe if you just ask.

Andrew: You have 15% to 17% of their total views and you’re not too far behind them as far as subscribers.

Jeffrey: That’s right.

Andrew: You asked for the call to action. Old Spice is entertaining, but doesn’t ask for the call to action. It doesn’t say subscribe, stick with us.

Jeffrey: Yes. Every single commercial you ever shoot, even if you’re shooting for TV, you want to shoot an ending for YouTube.

Andrew: I see. And the ending for YouTube needs to say subscribe or prescribe to my channel and what else?

Jeffrey: Prescribe, like, comment and if it’s a conversion video, tell them to by.

Andrew: Gotcha. By the way, you’ve been using the phrase, conversion video. We know what the conversion video is, that’s the first thing that you create. The one that converts on your sales page and from YouTube into a customer. What’s the other video? Is it a show?

Jeffrey: It’s an engagement video.

Andrew: An engagement video. So, first you start with the conversion video, then you create the engagement video. The engagement video can be as simple as you just working out or as cool as a tongue interacting with everybody.

Jeffrey: You can see here there are annotations to link within your ecosystem. You link back to other videos you’ve done. You want more views per session. Then, you invite them to follow you on Facebook. Cross pollinate between other things, which is right here. Collaboration, cross pollination. No YouTuber is an island. Give to get. There’s a thing called box for box. I won’t run into most of this, but I want to show you . . .

Andrew: Since we’ve brought it up, what is give to get and box for box.

Jeffrey: I’ll get you in just one second. [Recorded male voice: Hey guys and girls and other. I just want to say thanks to everybody for subscribing to crisis tunes. First person shooter. I wanted to promote this collab video I did with Orabrush. Where it’s first person, me, killing a bunch of zombies with machine guns and other weapons. It’s pretty sweet. Delicious. You can’t taste it. It’s a video. [??] But if you want to watch this, click up here.]

[recorded female voice: Stick your tongue out and you rock this back and forth. [??]you’re going to pass out at how disgusting it is][recording male voice: A little while ago a video with Morgan Lasun[SP] who’s here to watch the video. Hello again. In case you haven’t seen enough of my face today, I did another video with Morgan the Orabrush tongue and there’s another contest. Now go and be golden. This episode of Link’s[SP] golden advice is brought to you by Orabrush. Because my advice is pointless if your breath smells like dumpster juice.] Those are huge YouTubers that we use to collaborate and cross pollinate. They sent us their subscribers. People who follow them are way more likely to subscribe to you on YouTube than the people who are browsing YouTube and never subscribe to anybody. We collaborate with them and do projects, and then they send their subscribers over to us. Does that make sense?

Andrew: Yeah it does. And are you paying them for those spots or are they just doing them?

Jeffrey: Yeah, we’re paying them. Like Rhett and Link, that last one, [??] two single guys, they charge like I think their minimum price is $40 thousand for doing video stuff. They’re a full production company. But they’ve had huge hits. If you go to their channel they’ve been doing stuff for McDonalds, Pepsi, Coke and you just go to youtube.com/rhettandlink and you’ll see.

Box for box, what the means is if you go, let’s see, they don’t have box for box. I’m going to give you an example of box for box. Just a second. You still there?

Andrew: Yeah.

Jeffrey: OK. So you come down here, right here, buddies and lovers, this is our box for box. So they’re in our box and we’re in their boxes, so it just lets people know what other channels you really like and it sends traffic back and forth to each other.

Andrew: I see. OK.

Jeffrey: Does that make sense?

Andrew: So you put their links on your site, they do it, you’re exchanging links essentially. Like a blogroll.

Jeffrey: Yeah, it’s like a blogroll. There, perfect, all right, good, now I’m speaking your language.

Andrew: I was trying to think of the phrase blogroll and for some reason it didn’t come to me.

Jeffrey: Yeah, box for box on YouTube is blogroll.

Andrew: OK. And now consistency?

Jeffrey: Consistency means you have to make a commitment to your audience and they will make a commitment to you. If you promise to upload a video every single week and you fulfill it and you do it at the same time your audience will be super loyal and they will watch all your videos. If you miss you start dropping subscribers and content viewers.

TV programming, I learned this a long time ago that you’ve got to release every week on the same day and then they also learn that you have to be consistent. Like if you watch Glee and there wasn’t one song in the whole entire program one day you would be super upset because Glee is all about music. And if we had Morgan the Orabrush tongue and he was out of his suit people would be really weirded out. So do you hear what I’m saying? Consistency?

Andrew: Yeah, absolutely. And you know, I’m seeing that throughout. I see that with people who do well on Facebook with their fan pages, they pump something out every day. For me with my interviews going daily on Mixergy is a big help. When I was just doing it whenever I felt like it I didn’t get nearly as big of an audience and as consistent of an audience as when I became consistent.

The same thing with Twitter and other channels. And you’re bringing up a great point. You don’t watch TV and hope that maybe your favorite show is going to be on. You know whether it’s going to be on or not because they’re consistent.

Jeffrey: And so you do the same thing with YouTube and you build and build and build.

Andrew: What’s a good schedule? Does it need to be daily? Does it need to be weekly? Is monthly better at first?

Jeffrey: We chose weekly because YouTube’s algorithm favor video, their search algorithms and community algorithms favor videos that have been launched in the last week. They still favor videos that have been launched in the last month, but once you’re over a month old you’re kind of just the same as everything else and you have no advantage. Daily, if it’s brand new, the older it gets up to a month the less priority you take in the search engine and everything and so we release weekly because that seems to be an optimal spot that we can afford.

Andrew: OK.

Jeffrey: So here’s a recap. Content, calls to action, collaboration, cross-pollination. Cross-pollination can also mean cross-pollinate with your blog if you have huge blog following. Send them over to your YouTube channel, send people over to Twitter, send Twitter over here. It’s not just other YouTubers, you can do it in a lot of different ways and then consistency. So those are the four Cs of creating a successful YouTube channel and I hope you kind of get the concept. I feel like it’s a new enough area that I can’t just lay it all out perfect for you.

Andrew: Because we still need to figure it out. It’s still too new to give you a step-by-step process that’s going to universally solve every problem for everybody.

Jeffrey: That’s right. That’s right. And eventually it will go to maturity. I mean, YouTube, I don’t know if you’ve seen these stats yet. There’s 48 hours of video uploaded every minute to YouTube. So if you don’t promote your video you are just going to get lost in those 48 hours of video every minute. If you create a good video and you think it’s just going to take off, think again, because you have a lot of competition. And then, 3 billion video views a day on the site.

Andrew: Wow.

Jeffrey: That is larger than the three larges us television networks combined. And, so YouTube is this 500 pound sleeping gorilla on the street in the media world. YouTube has spent billions of dollars getting it going, I mean Google has, and they are not quitting. This to me is, in two years there’s going to be a frenzy around YouTube. Like, there is around Facebook right now. And in five years, I know some metrics were in heavy partnership with Google, they flat out care, we work on new ads. Ad platforms, like there’s some new stuff they are doing with True View. And we helped design that. YouTube has cracked the nut, I believe, in the next five years, YouTube is going to be half of Google.

Andrew: Now, when I see this, and all the videos and all the minutes that are being uploaded constantly to YouTube. I feel like, how am I going to compete in that world? How am I going to compete against Orabrush for attention, against NBC for attention, against whatever viral video someone happens to put up there. What do we do? Is the process that you gave us enough to create a video that converts on our site first and then one that converts when we buy ads and then does buying ads give us enough of an advantage that we can actually grow a business on here?

Jeffrey: Yes. That’s the thing. I just gave you, the problem is, we’ve got businesses that try to jump to the third step, which is creating a YouTube subscriber base without doing the first step. And very few of those are going to succeed.

Andrew: I see.

Jeffrey: But getting that first step done. Nobody else has content that they can just sit there and pump ads into day in and day out and find subscribers. And so it gives you an advantage over all these other YouTubers who are powerhouses. And eventually, look at that guy, that muscle guy, we just looked at.

Andrew: I forget what his name was, but yeah I can see how something like that would be really big.

Jeffrey: Six-pack-shortcuts. Youtube.com.

Andrew: There he is.

Jeffrey: That’s shortcuts. So, I just think the first few months is just going to be focused around getting into the spaces, creating the conversion-persuasion video, to purse out the conversion rate on your site, then start experimenting with conversion videos and then ads on YouTube to drive traffic. And once you’ve got those down, which you should be really happy with, if you can get those down, because they will have huge impact on your bottom line. Then you can start building a major grand around a channel.

Andrew: I see, okay, conversions I understand, conversions there’s numbers behind, conversions there’s tactics we can employ, conversions, actually, will help our bottom line. I get that, I see that’s a simple step to take and I see how we build on top of it. It’s also kind of encouraging, I don’t know if you remember seeing it, but you spend $30 a day at first, that’s nothing. To send traffic to a landing page to see if you can make these conversions, to play around with it until you’ve had it right. $30 a day is nothing.

Jeffrey: That’s right.

Andrew: If you could build your business on $30 a day and get the more than a million Ore Brushes, then I think that there is a lot of potential for the rest of us too.

Jeffrey: Right, and even bigger, though, is now that we are starting to drive traffic into stores, now our big focus is on online to offline. And, Ore Brushes, we are expecting, within a few years, we’ll probably be a 50 million dollar a year company. Just, without even using traditional media, with all social media.

Andrew: All that because Doctor Bob happened to be in your classroom and happened to give a little bit of guidance.

Jeffrey: Yeah, or he happened to give me a chance.

Andrew: He gave you a chance. Alright, let give people a call to action. How about if we suggest they go to your YouTube page. Let’s get that up on your screen. And subscribe there, you already have such a big audience that having…

Jeffrey: Youtube.com/orebrush.

Andrew: Alright, so this isn’t so much for you as it is for my audience. You already have tons of people and extra people from me aren’t going to make a blip on your radar, but they are going to make a huge impact on my audience’s business because if they can just keep following what you’re doing, they can learn as you learn, and they can watch, they can learn by watching what you guys do at Orabrush. So youtube.com/orabrush. Anything else they should see? They should stay on top of what you guys are up to?

Jeffrey: I would watch, go to, I’m going to give you another website. It’s Vidstatsx.com.

Andrew: Vidstatsx.com. OK.

Jeffrey: And this gives you all the top subscribed channels, how fast they’re growing hour by hour, the top 100 women. It’ll help you get in contact. So Vidstatsx.com, that’s a must. We visit that every single day and watch our growth, and you can see right here Apple. So you’ve got Old Spice, Apple, and Orabrush are the top three branded channels on YouTube, and Apple, they just released a new product, so they’re now at 158,000. Then you go to the other website. You’re definitely going to want… So, Vidstatsx. I had it up earlier.

Andrew: What’s the website? Describe it, and maybe we’ll remember it.

Jeffrey: Well that’s the thing. I’ll think of it in just a second.

Andrew: OK.

Jeffrey: Use Vidstatsx to get in contact with people. Oh, this is it. Go to Vidcon.com.

Andrew: OK. V-I-D-C-O-N.com.

Jeffrey: 2011.

Andrew: OK. Vidcon2011.com. OK.

Jeffrey: Yep. Vidcon2011.com, and this is July 28th to the 30th. And this is where, the gatekeepers of the 3 billion video views a day on YouTube, all of them are at this conference. There are thousands of YouTubers who control billions of video views per month.

Andrew: So we actually tried to go to it after you told us about it, and it’s already sold out.

Jeffrey: They sold out in February, but if you go as a press person…

Andrew: Gotcha.

Jeffrey: If somebody is trying to sponsor it, you can get in as a sponsor, and you can get in as press.

Andrew: OK. And those going to be at Vidcon2011, go look at your businesses today. I’m sorry, 2012 or 2013.

Jeffrey: Yeah, so I would recommend if you’re serious about getting into video, you should be at Vidcon, and even if it’s your small sponsorship or whatever, go to Vidcon and start networking like crazy.

Andrew: Well, thanks for taking us through all this. This has been really helpful. Looking forward to everyone in the audience using this and then sending me feedback. Thanks for watching guys. The website is Orabrush. Come back and give me your feedback.

Mixergy How-To Guide: How to Build a Business That Runs Without You [Premium Access]

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Master Class: Guest Blogging Unleashed
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Master Class: Guest Blogging Unleashed

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Andrew: This is a course on guest blogging. Leading the session is Annabelle Candy. She’s a writer and teacher with an MA in Design for Interactive Media. Her writing has been featured on Pro Blogger, Copy Blogger and Zen Habits and she created the book Successful Blogging in 12 Simple Steps to help other small business owners and writers to have instant power of blogging. Annabelle shares her blogging tips at Successful Blogging and writes travel stories and personal writing at Get in the Hot Spot. I’ll be facilitating. My name is Andrew Warner. I’m the founder of Mixergy, where founders learn how to build knock-out companies. Annabelle, welcome. Thanks for leading the session with us.Annabelle: Hi, Andrew. That’s (?) great to be here.Andrew: Thank you. So do you have an example of what our listeners will be able to do after she starts guest blogging or as a result of listening to this session?Annabelle: Absolutely, yeah. I really recommend guest blogging to people because when I set up my blog I started doing all the things you’re supposed to do to get traffics to your blog. For example, leaving comments, joining forums, going on Twitter, going on Facebook, and they would get me a handful of readers, but it was very hard work. So eventually I decided to try guest posting and I think you can see (?) on the screen, this is my blog Get in the Hot Spot. I set up in August and I’ll just show you the analytics. What happened was here in the beginning I didn’t get any visitors. Basically it wasn’t set up yet. Then I set it up and I was getting about 50 visitors a day and that went on for about three months with me, as I say, doing everything, forums, comments, everything I could to get readers.Finally I tried a guest post and I got a guest post here, I think this one was on Zen Habits, and you can see the massive difference that made to the number of visitors to my site. That’s very exciting for a new blogger. I actually thought that my statistics had broken when I saw that and I had to get my husband to check it for me. I’m not very technical but he said “Oh no. You’re getting all this traffic from Zen Habits” and then I had a look and sure enough I had a guest post up there. So it really is targeted traffic because a lot of those visitors will stick around and they will subscribe to your blog. So it’s definitely the best way to go.Andrew: I remember actually in the early days of blogging for me. It was just like that flat line for so long I didn’t even recognized the value of guest blogging, and I always thought it was for people who were established with big audiences. Is that true? It doesn’t seem to be based on what you’re showing us here.

Annabelle: Absolutely not. I think everyone should get into it. You really need to make sure you’ve got your blog set up before you start guest blogging. Make sure that you’ve got a really nice blog design. Make sure that you’ve got plenty of good content on there, because the people who you are going to ask to host a guest blog for you will be looking at your blog and when they host your guest post they’re really making a personal recommendation for you, so they want to recommend something good. They’re not going to recommend a website with a bad design or bad content. So it’s really crucial that you take the steps to design your blog well and write some really good content on your own site first. Once you’ve done that, after two or three months of having good content, really you should just launch into guest blogging if you want to build up your readership fast.

Andrew: I see. OK. So first improve your design on your site. Make sure that the content is good, not boring content, format it well, get it all up and running, and then it’s time to talk to other bloggers about putting content up on their site as a guest poster.

Annabelle: Absolutely. I’m not sure what level, what kind of level your Mixergy Upstart (?). They sound like a great bunch, so I’m really excited to talk to them about guest blogging, but I just want to make sure, for example, in my book, this is the 12th step, the guest posting, when everything else in your blog is in play. That’s when you’re ready to start guest posting.

Andrew: Do you have a screen shot of your book? It’s true that I am kind of skipping over a lot of chapters in the book and a lot of steps here, just to focus on the one step of guest blogging. But if people do want to go back in and fill in the gaps they can get your book right here and that’s when they’ll find out about how to do what actually?

Annabelle: Well, the book covers everything from how to plan and set up your blog through to writing and formatting the blog post right through to promoting it which is what we’re talking about here.

Andrew: OK.

Annabelle: There are other ways to promote a blog, but I believe guest posting is the best way. I haven’t got (?) but I don’t know if you can see the concept of the book here, sorry.

Andrew: Oh yeah. I can see it up there right on the screen.

Annabelle: What I’m trying to do is make it not technical. So I really want to help other small business owners and write it for people like me who don’t know that much about computers and aren’t that confident because these are all things that we really can learn quite easily.

For example, formatting blog posts is very simple. Anyone could do it, but a lot of people don’t do it. No matter how good your writing is and how good the information you’ve got, if it’s not formatted well, people won’t read it. So I just want to make sure people have got these very simple steps in play so that when they get their guest posts up they’re really going to convert that traffic into subscribers or clients.

Andrew: OK. And I’m looking here at the table of contents. For my audience, I don’t mean to be underestimating and undervaluing the first 11 steps. Of course it’s all important and you can get the book to learn more about the other steps, but my focus here is once you’ve got that all up and running and you need to get people to your site and you need to expose yourself to a bigger audience, how do you do it using guest posting and guest blogging? So, at the first step is, and we’ll talk more about the book and how people can get it, but the first step to guest-posting I imagine is finding the right blogs to go on. How do I do that?

Annabelle: Well, what I did in the beginning was I just started looking around for blogs, big blogs in my niche. I’m sorry Andrew, let me back track a little bit.

Andrew: OK.

Annabelle: When I first realized I needed to guest post, I actually started guest posting on small blogs, people like myself who maybe hadn’t been blogging very long, and what I discovered was that the first two guest posts I did, it actually bought me no traffic whatsoever. The first person I wrote a guest post for, and the content was good, but the first person I wrote a guest post for, I think she didn’t have much traffic on her blog either, so, of course, it didn’t get me any visits. The next person had a much bigger blog and I was really excited about that one, but he, I think either he forgot to put in the link to my blog or his RSS feed wasn’t working, so again I got no visitors, and there’s a lot of work in writing a good blog post, so that was very disappointing.

So after that I decided to stop focusing on small blogs and start focusing on the really big ones. I just tried to aim as big as I could basically Andrew, and that’s really my tactic now. You can always go for smaller blogs if your guest post isn’t accepted, and I just looked around for the biggest blogs in my niche. At the time Get in the Hot Spot was more about personal development and living your dreams, so (?) was the really big one and I decided to try and guest a guest post on (?).

Andrew: I’m really glad that you said that because a lot of people understand that they need to guest blog in order to get traffic to their sites and what they end up doing is playing it safe by going to smaller blogs and then when that doesn’t work they wonder why guest blogging doesn’t work in general and maybe think that they’ve been cheated out of mislead by bloggers. It’s not that. It’s as you said, small bloggers are basically trying to get traffic for themselves and if you go to them they can’t send you much traffic. So then how do you find-

Annabelle: Yeah, that’s true.

Andrew: I’m sorry. Go ahead.

Annabelle: That’s true, and there is a lot to be said for guest posting on smaller blogs. It’s a good way to build relationships and network with your other bloggers which is also important. People might want to do a guest post swap with other bloggers so you don’t have to write any extra content, you just give them your blog post that week and they give you theirs. You’ll each be helping each other out and building up maybe a little bit of traffic on that. Yeah, at the end of the day, you might as well, if you’re going to write a really good guest post, and all your blog posts should be as good as you can make them, but you might as well aim to get them on the biggest (?) blog you can.

Andrew: Yeah, I want my audience to go after the big sites that are going to send them massive traffic, get them massive attention and help them really leave their marks on the world. How do we find the big bloggers in our niche?

Annabelle: I think that people should really know what the big blogs in their niche are. I know that your audience, some of them, might have technical products, some of them might be online retailers. I’m thinking a lot of them might say “Well, look. There’s only one or two huge blogs in my niche”. One thing that I do want to say to people is don’t be afraid to also get outside your niche. For example, you might be able to write a guest post on a huge financial blog. Somehow stay on topic to their audience and put a bit of a financial spin on it. So you’ve got to be creative because you’re also going to run out of huge blogs. There aren’t that many of them, so if you need to, definitely be creative with your ideas and think about how you could tailor the content and information you’ve got to the audience that those big blogs might have.

Just, I know I haven’t answered your question properly, but one thing you can do to look for big blogs on a topic if you’re not really sure is to just use Google basically, and I tend to search for, after I’ve searched the Top 10 Blogs, so it might be top 10 business blogs, for example. And again, just be creative and try to think of what lists people might be writing about on their blogs is going to help you connect with other big business blogs for example. So there might be top 10 business blogs or best business blogs or 20 big business bloggers, for example, and that will help you come up with lists of business blogs that you might be able to get.

Andrew: Let’s take a look at that. Can you bring that up on Google right now?

Annabelle: Do you want me to?

Andrew: Yeah. Let’s do it. Now you and I are on different continents. You’re in Australia. I’m in North America. There’s a little bit of a lag on the screen, but there, I just popped up on the screen. So yeah, top 10 business blogs and why they’re successful, 50 best business blogs and what we’re doing is we’re going through this list and looking for blogs that we can contribute our articles to. And it’s as easy as that?

Annabelle: Absolutely.

Andrew: No, there are more ways to prune this list down. What else can we do?

Annabelle: Well, it’s as easy as that. And I quite enjoy a little bit of detective work. But basically that’s what this is today. I’ll probably be opening up all of these websites and having a look. I’ll be looking especially for overlap. I’ve already got a bit of Bingo here because the social media example happens to be a huge business blog so that’s definitely going to be on my radar. What I tend to do when I’m looking through the blogs is that I want to see how many people they’ve got subscribed to them because that’s a real key for me to find out how big a blog they are. The other thing, I’m just trying to load up the Social Media Examiner now just to see whether they do that. A lot of people display their RSS feed, so that’s a great clue, but another thing that I want people to be aware of is that numbers of subscribers aren’t everything. So, for example, are you able to see my screen now?

Andrew: I can. You’re still on the Google tab and I see that you clicked over to the lifehack.org tab and now it popped up. I see it.

Annabelle: Just having a look at Life Hack. Some of these blogs like, for example, Life Hack which is kind of a productivity and personal development blog, they have pretty big readership, but they don’t have very engaged readers. So the way I can tell that is by looking at the amount of comments, guest blog posts, and if a blog is that big but it gets hundreds of comments you can tell that they’ve got very engaged readers and those readers are much more likely to want to find out who wrote a guest post and actually click on your link and visit your blog afterwards. People on these types of blogs where there’s big readership, very personal blogs, so they really aren’t that interested in who actually wrote the guest post. Obviously some of them will come and visit, but there’s two things that you have to worry about there basically Andrew. I hope that makes sense. You know, big numbers of subscribers or visitors are good, but also an engaged community is very good as well. If you get both of those-

Andrew: I notice also that you have the Alexa toolbar up on your Firefox screen. I hope you don’t mind that I’m looking around and checking out what you’re doing. How does the Alexa toolbar help you discover the right blogs?

Annabelle: That’s good. You’re doing your detective work as well. So I use Alexa, because, oh, we didn’t look at the Social Media Examiner, but a lot of people notice that RSS feed on the number of subscribers, they focus on that, so that’s when I have to start doing my little bit of homework and I’m actually going to try this with Mashable and I use Alexa to just search for the website. Are you able to see that now Andrew?

Andrew: Yeah. I see it. I see now you’re about to hit the search button and then it will come up.

Annabelle: Yep. I go to Alexa.com and I just copy and paste in the name of the website that I’m interested in guest posting on, and it comes up with very different Mashables. Once you’ve chosen the right ones, you click ‘Details’. What happens is, you come up with some charts and graphs. Now, I’ve told you I’m not that technical. I understand exactly what all these charts and graphs are. But, basically, it’s very easy for me to tell what’s a big blog and what’s not, just by looking at the differences between, you know, say, my blog, a blog that’s brand new and Mashable. You can easily tell which one’s got the most readers. I tend to concentrate on the page views. That seems to be the best indication to me…

Andrew: Mm-hmm.

Annabelle: Although, the elector traffic rank is a very good indicator as well. That’s a much simpler…

Andrew: OK.

Annabelle: …metric for people today. [TD] impression of. You can see right here it says ‘Mashable [TD] elector traffic rank: 197’. Which makes it the 197th most visited blog in the world, so that would be definitely a good one to have a guest post on.

Andrew: Yeah. That’s one of the first places where I did my guest blogging and it was incredibly helpful, beyond the fact that they sent me traffic, the feedback they gave me on my article helped me to understand how to write better for the web. I mean, these are people whose whole job is to figure out which articles are going to grow virally [sic], which ones are going to spread and how to communicate quickly in a blog-post and so that feedback was very helpful, and then the credibility, of course, that comes from being published on a big site or being published on another site, not just on Eurosite, and especially a bigger site, helps a lot. OK, so we’re…

Annabelle: Absolutely. I think that’s a really good point. It’s not just about traffic. You really do start to establish yourself as an expert. You’ve got to get noticed by the big bloggers because, if you’re published on Mashable or Problogger or Copyblogger, people who are huge in social media or in business will notice your name and they’ll start to think, ‘Oh. Who’s that woman? I’ll go and check out her blog.’ and, you know, next time you write to them and ask for a guest post, they’ll be much more likely to agree.

Andrew: It’s true, and I’ve got to tell you too, Annabelle that when David, Mixergy’s course producer and I, were looking at the list of people who applied to teach a session here, the thing that stood out for us right way was the Problogger, Copyblogger, the Zenhabits. We said, “Oh, not only is she going to teach this, but she’s actually been affiliated with these big brands that we know that we respect. They must have vetted her, and let’s do it. Let’s find a way to have her on, so it absolutely does work. OK, so, we’re going through. We’re collecting this list.

[??]

Annabelle: Yeah. It’s social proof.

Andrew: Of course. We started spying on you soon. I mean, we want to make sure that we get good people here.

Annabelle: [laughs] Yeah. Well, it’s social proof, isn’t it? And a lot of bloggers also use the fact that they’ve done guest posts on their blog in their map section, or even on their home page, they’ll stick up the logos for Copyblogger or Problogger or Mashables to show people that they’ve been featured on them. You know, it tells people that you’re not just a fly-by- night blogger. You’re an established blogger and you’re well-respected.

Andrew: And I’ll tell you this too, that a lot of companies struggle to get bloggers to write about them and they keep working and working on it. Instead, I think what they should do, is what you’re suggesting. Instead of trying to one article on a blog about the launch of a company, what they should do is, offer to be a guest blogger and be the expert on a whole topic that includes their business, and that way they can get written up over and over and over again and not be at the mercy of some editor who’s trying to figure out whether they should be blogging about this company.

Just, you be the blogger, and do it for bigger companies than your own and do it on bigger blogs than your own so that you can get a lot of attention. OK, so, you’ve shown us now how to collect a list of…you’ve shown us how to find the top sites. Your last suggestion under this category is to do what? To put a list of these people, and be able to contact them, right?

Annabelle: Yes. I have got that list open for you now. I showed it to Andrew, and, what I’ve got is basically a word document. If you’re doing this from the beginning, I would recommend you probably put these things in a spread sheet, because my word documents are eight pages long. Because I blog on different topics and as I said to you, I recommend people blog outside of their niche as well, it’s divided up into blog niches, so, for example, there will be a list of personal development blogs, financial blogs, blogs about blogging, blogs about travel and within each of those, I will put in the domain name of the website, the number of RSS subscribers, if that’s available to me, the elector rank, the name of the blogger who actually owns that blog and sometimes there will be a link to information how to submit a guest post. I’ll put that in there as well. So it’s basically a very valuable document. It’s like a [??]. I just send straight to that document. I can look through that list and see which chapter [??].

Andrew: Yes. I see it here in the notes that I’ve got that you and David put together. It’s called GuestPostManagement.odt which tells me that you used the Open Source Word document reader. And we don’t need to see it. In fact, I don’t want to tax our system much more than just having a browser and Skype open.

But the basic idea I get. What you do is every time you see a blog that fits within your niche or within any niche that you think would be interesting for you to contribute to, you add it to your list. Yours is 8 pages long, my listener right now is probably going to start off with 5 lines but you build and you build and you build and then when it’s time for you to get traffic, when you have a new idea for a post, you go through that list and you see where can I contribute that, where can I put it.

But actually, I get a lot of people who ask me to post on Mixergy. And if it’s a stranger who’s asking to do an interview, it doesn’t come across as well as if it’s someone who I know. And I know the same thing happens with bloggers. I was able to get them to Mashable quickly because I was friends with Pete for a while.

How do you build those relationships that get your emails answered? Even if it’s a no, I want my audience to get a “no, but…” and more likekly, I like them to when they send an email, I want them to get their emails returned with a yes. So how do you first connect with the bloggers?

Annabelle: I agree with you. I want to make sure these people get a guest from the very beginning. I can’t guarantee it but I would definitely recommend that they call these people. And by that I mean, don’t just send them your guest files or just send them an email saying “Can I do a guest blog?”. Even they, my blog [??] but I get weekly emails, you probably do as well, of people asking to do guest posts and they’ll say they like my blog and they’d love to do a guest blog and I’ve never heard of them. I don’t know if they really do like my blog.

Andrew: You can’t even tell if it’s a real person or if it’s just a company that’s just spamming bloggers left and right. And so it’s not because we’re in a little click and if you’re an outsider you can’t come in. It’s because unless we know you have some contacts or have someone who’s introducing us to you or have something of a relationship, we can’t tell whether it’s a real request or not, whether it’s a quality person to have on the side or not. So what do we tell the listener right now who wants to guest post? How does that listener start networking and building relationships with bloggers? What’s the first thing they should do?

Annabelle: First thing you should do is start leaving comments on people’s blogs. Once, say you got your list together and you decided you want to guest post on social media examiner, for example, start leaving guest posts. Most people are going to notice you and you’ll get on their radar.

I would also recommend that you start retweeting or sharing your blog posts on Facebook or on Twitter and, if you have no time to leave a comment, even if it’s just a very quick way to let people know that you visited that blog and appreciated it. I usually do just give a straight retweet on my Twitter. Absolutely essential reading, for example. Let people know about [??] read it, not just [??] and some people don’t allow comments on their blogs. If that’s the case, you’re gong to have to stick with Twitter or Facebook.

Andrew: Can we see your twitter account and see how you’ve done this, maybe for Zen habits? I think it’s someone who you Tweeted at recently. Just to get a sense of it.

Annabelle: Yes. I set this up actually yesterday because I wanted to show David…

Andrew: Your Twitter account?

Annabelle: Generally, you got to be very careful because you don’t want to be a pain in the bum to people. You want to show them that you’re friendly and helpful and hopefully I am that actually, friendly and helpful. Let’s start tweeting people everyday. You need to, a relationship is build slowly and over time. Once a week is probably enough but this is kind of the typical tweet that I send at Zen habits. Yesterday [??]

Andrew: There it is. I see the reading from [??].

Annabelle: So, there we are. I went and I read that blog post by Zen Habits and it was a very personal blog post so I went and I added a personal comment (?) joy (?) when I had my kid. His article was about having kids, so I was able to show him that we’ve got a bit of a common bond. Leo knows who I am anyway, but the reason he knows who I am is because I started sending him tweets like this as soon as I started reading his blog and enjoying it.

Andrew: OK.

Annabelle: And again, I hope I don’t come across as being a bit of a stalker here. I wouldn’t recommend you do this if I don’t like someone’s blog because what’s the point? You want to target blogs or bloggers that you really enjoy reading yourself, you know? Do you like them? Most likely your customers, your potential clients and readers are also going to enjoy them. So that’s why it’s pretty easy for me to do this kind of thing. I enjoy reading blog posts by Leo, so it’s very easy to network with him.

Andrew: OK. All right, so you find them, you tweet at them, you comment on their sites. I’ve got a list here on my screen of some of the comments here you’ve written and some of the formats that you’ve used to comment on people’s blogs. Can I give people the notes that you gave me? Can I include that with the kit that we give people at the end of the session or, in fact, with the session?

Annabelle: Yeah sure.

Andrew: OK. All right. The reason I wanted to do that is sometimes it’s just easy to get a swipe file and learn from the way that you do it and they could replace your words and your links with their own language or at least get a sense of what works for connecting with people. You also say connect with them on Facebook.

Annabelle: Yes. I’m much better on Twitter. Facebook isn’t so hot for me, but some people are much better on Facebook. So I would say to choose which one works best for you. I think most bloggers prefer Twitter.

Andrew: OK.

Annabelle: But some people are a bit scared of it.

Andrew: I would prefer it too. OK. So now we’ve started a relationship with the blogger. We’ve connected with them on Twitter. We’ve connected with them in the comments of their own site. We’ve gotten to know them. What’s the next thing that we do?

Annabelle: Well another very powerful way to connect with them is to buy their products obviously, and that’s really going to get their attention, especially if you write a review about it or write a blog post about it, or even, again just (?) a tweet saying “Just bought this book by Zen Habits” for example. He’ll notice that. He’ll appreciate your support. So that would be another recommendation.

Andrew: I’m amazed too by how much that works. People who have huge followings, who sell tons of books, when someone in my audience will email them and CC me after they’ve seen them in an interview and say “Hey Guy Kawaski. I just bought your book” I can see the guy’s flattered by that. Even though he’s sold tons of books over the years. Even though he’s got lots of fans. I can see from his emails back to them but also from the pre- interview conversations that I have with him that it’s a flattering thing to see that someone’s buying your book, that someone is a customer of yours and not just a fan. OK.

Annabelle: Absolutely.

Andrew: So buy their books, what else do you do?

Annabelle: So networking.

Andrew: Yeah, is there anything else or now do we go to the next step which is to start thinking about what to write?

Annabelle: I think we’ve pretty much got it covered. It would be nice to think that they would go and visit your blog as well, some of these bloggers. You want them to know that you’ve got a good blog or that you do good writing, so every now and then, maybe once I month, I might tweet them my very best blog post and say “Hey, Leo, this might interest you”. About 80% of the time he ignores me. Maybe he reads it, maybe he doesn’t. Sometimes he’ll re-tweet it, so that’s why I say keep kind of trying. Don’t be a pain in the ass and do it too often, but I don’t see a problem in sending people your best blog post every now and then.

Andrew: OK. You know, by the way, a pet peeve of mine is people who just want to write for my site and they say “Here. I’ve written this article” or “I’m going to write this article. Take it” and they don’t even look to see that the site is really a collection of interviews. It’s not this post that you’ve just written or are proposing to write. And I know that that’s the next step here in your notes, to think about the kind of content that the site has before you start writing for it.

Annabelle: Yes. Well you’ve got to make sure that people accept guest posts first. Some might say they really don’t accept guest posts even though they do, which to me is interesting. The reason for that is probably because they get so many requests from people they can’t cope with it. Let’s just go back to Google a moment and I’ll show you an easy way to find out if people will actually accept guest posts.

Andrew: OK. I like that.

Annabelle: I have to copy and paste it from my document though. I can never remember the exact code, but hopefully you can pass this on to your readers as well. Sorry, I’ve lost it now Andrew. There we go.

Andrew: By the way, I see you’re organized, because a lot of other people have given me an outline of where they want to go with some details. You’ve actually written the questions to help guide me along. You say, “Andrew, I’m going to make sure that this is really structured for people”.

Annabelle: Oh, look. I like what you say that you do in your seminars about giving people actionable tips and I used to be a teacher, so I think it’s really important to get people to act on these (?) if someone actually follows through on these ideas and got (?) guest post up on a big blog, that would be the best example.

Andrew: Wait. I want to see the post that they put up.

Annabelle: Yeah.

Andrew: OK. So send it to me. To whoever’s listening to us, guest post, tell them Andrew sent you and then send me the guest post when it’s up. OK. So now I’m looking at Google. What you’re trying to do is do a site:zenhabits.net guest post by and that way you see that he’s accepting guest posts.

Annabelle: Yes.

Andrew: Gotcha. Actually, is that syntax right? Want to hit the search button and let’s see if that works because I think it’s supposed to be without the quotes in front of the site. I think it needs to be site: no http://, just site: then domain and then the quotes would go around guest post by.

Annabelle: Yes.

Andrew: See I’m a micromanager also.

Annabelle: It’s searching now very slowly. Yes I put it in quotes on my document but it doesn’t need to be in quotes on Google.

Andrew: Oh, I see what you’re doing now. OK. Let’s see it. See, waiting for Google.com.

Annabelle: It’s just where I live, Andrew, here in Australia, so the connection’s slow. That’s why.

Andrew: That looks beautiful. So that’s the view in your neighborhood. Probably not outside your window, but where you are.

Annabelle: No, sadly not from my house, but that’s where I live. And Google’s not loading, but basically you can very quickly find out for any website whether they accept guest posts, whether they’ve had any guest posts, which is going be very useful for you. Just to move on, while this caravan may be loading is to say yes, once you’ve decided to know you’re going to target this specific blog and you’ve seen that they actually accept guest posts, have a good look around their site and see if they actually have any guest posting guidelines. I have some guest posting guidelines at the bottom of my blog here. Here it says (?). Very few people actually ever read those guidelines. More of them send me an email saying “I want to put a guest post on your blog” so it doesn’t take long to look for those guidelines and a lot of people have them.

The second thing to do is to start studying their blogs, really having a look at their blog posts, see how long they are. See what kind of content they’ve put up there, whether it tends to be personal stories or success stories, whether it’s supposed to be more information based, and you’re really thinking about who their readers are because you’re going to have to write a guest post which is very specific to those readers and the best way to find out that then is to read the comments. So I’ve been looking at (?) and I’m trying to put a guest post on, really having a look at the comments and getting to know a little bit about those readers, maybe looking at some of their blogs even and (?) it takes less time. It probably does but it’s well worth it.

Andrew: So you want to show Mashable as an example here? And then I’ve got another one that I’d like to show as an example.

Annabelle: Yes.

Andrew: And a lot of sites, like you said, if you look around you see that they have an invitation for guest posts. That they’re asking for either with a direct link at the top of their site or maybe next to some guest posts. Let’s take a look, Mashable I don’t think invites people. There it is.

Annabelle: Well if you have a look on Mashable because I was saying today there’s things we were talking about but I need to get a blog post on Mashable. I’ve never tried to get one up there. So I had a quick look yesterday, and right down at the bottom they’ve got a submit stories. It’s not exactly the same as a guest post, but I’d probably be using that link and trying to get in touch with whoever that person was.

Andrew: Right .

Annabelle: I mentioned before, don’t cold call. I think it’s pretty hopeless if you haven’t got a name for someone. So one thing you can do, they’ve got a form here which is going to load up, it just goes to (?) at Mashable, so I don’t know who’s going to actually be reading that. They probably get a lot of people filling in this form, so I’m going to actually try and come up with a name of someone-

Andrew: Oh good. This is you doing it in real time, finding a way to contact that’s not the generic go to the form.

Annabelle: Yeah, maybe you can help me now.

Andrew: Yeah, here’s what I do.

Annabelle: No, we don’t cheat on Mashable, but I don’t think he would charge us (?). Go ahead, tell me.

Andrew: The way that I would do it is I would go to Mashable and I would see who the recent guest posts are. I would send them an email saying “Great post. I really like it” and then remind myself to follow up with them a week later and say “Hey, I’m thinking of doing what you did by posting a guest blog post on Mashable. Who do I talk to?” and that person would make the introduction.

Or what I would do if I were the person in the audience is say “Oh, Andrew says he has a friend at Mashable. I just heard his course. I’m going to email Andrew and ask him for an introduction” and then I’ll make the introduction for them. But that’s the way I would do it. I would say who’s in there who’s guest posting? That person probably has a contact and they’d be happy to share them.

Annabelle: Yeah, that’s a brilliant way to do it. Another possibility is just to look through the comments and see who’s responding to comments on that site, because often they’re the person who’s in charge of the day-to- day management.

Andrew: Yeah, that’s a good point too.

Annabelle: You can take the shortcut though.

Andrew: So the other site I was looking for, I actually didn’t realize you were going to do this as a live example. I wonder, show blog.kissmetrics.com, if you could go over to that site?

Annabelle: Why are you interested in that one Andrew?

Andrew: Because someone recently did, someone in my audience recently did a guest blog post for this site. It’s blog.kissmetrics.com, and what’s interesting to me about it is I know that-, sorry?

Annabelle: It comes up as a link. I know this site because I’ve got a half- written guest post for them coming up. That’s why I’m like, oh this is (?) for them.

Andrew: So this site, their blog, has a really good targeted audience of entrepreneurs and analytics monsters, people who are just soaking this stuff up, and it doesn’t show here, but they get a lot of traffic, and this person what he did was he took an interview that I did and he basically wrote it up for them using the style of their blog. I know that because of that he got 54 tweets which is actually pretty low for the site.

Annabelle: (?) where, from where else?

Andrew: I interviewed the founder of Living Social and he said “Oh, that’s an interesting interview. I’ll just write notes on that interview and I’ll submit it to KISSmetrics as a blog post” which is what he did and you can see his name there, Michael Alexis.

Annabelle: I’ll (?) there. Yes.

Andrew: Which mean, first of all, he won me over because he mentioned me on KISSmetric’s site, and second, he also got a really good connection with the people at KISSmetrics, Heaton Shaw and Neil Patel and the others who run it. And, of course, he has access to their audience with a link from them and they have good page rank. So I wanted to share that as an example of how someone in the audience has done it.

Annabelle: Yeah, no, it was interesting because they emailed me asking me for a guest post.

Andrew: KISSmetrics did?

Annabelle: Yeah. They had seen a guest post up on Copy Blogger and I’d never heard of them before so I had to do my research. They seemed to have a reasonably good readership but I also noticed they have a Google page rank of five. That’s something we haven’t talked about.

Andrew: Oh, I thought they had a 100 page rank. Only five?

Annabelle: I think it’s five, yeah.

Andrew: Wow, I thought more.

Annabelle: You think it’s higher? Maybe it’s higher, but five’s good enough for me.

Andrew: OK.

Annabelle: The other good thing about guest posting is those incoming links to your blog. So there’s a lot of, multiple benefits, and that’s one we haven’t talked about, the incoming links. Basically the higher the Google page ranking the better. I think everything above four really is pretty good. Four or five.

Andrew: OK. Alright, then the next step is to start writing this thing, and now that we have a sense of the style of the site and I can see that Michael Alexis did that here with that post, he got a sense of their style. They like to do top five lists over there. They like to talk about different ways of growing traffic and subscribers, so he really hit it with that. What are some tips that you have for us for writing the right kind of headlines?

Annabelle: I would really recommend that you study popular headlines. One way to do that, for example, is a very easy way at home is to look over at Copy Blogger. They have a list, Best of Copy Blogger 2010.

Andrew: OK.

Annabelle: And I’m very proud, very proud. One of my guest posts is on there. If you have a look at that list you’ll notice that I think there’s 20 guest posts listed there. About 10 of them are numbered lists.

Andrew: I see. So we know that numbered lists are really effective on this site. OK.

Annabelle: Absolutely. So I don’t think it’s just on this site though Andrew. I think they’re always a bit of a winning formula. I don’t know if you’ve found that on your own blog.

Andrew: Good point.

Annabelle: But basically. Sorry, I (?). You need to have a really good headline for your guest post because when we finally get around to submitting the guest post which we’ll talk about probably soon, what I recommend you do is to just say in the subject line for the header “Guest post:” and then the headline of your guest post. Now if the headline’s no good, they’re not going to want to review the guest post (?) not of any interest. So you really need to start nailing those blog post headlines. Finally, here I am, Best of Copy Blogger 2010. You look at this kind of thing you can see what makes a good headline basically.

Andrew: I see.

Annabelle: This is based on the number of tweets and the number of comments.

Andrew: So they’re basically telling us what their best headlines are, what their most effective articles are so that if we’re looking for guidelines and examples of what to write they’re right their on their site.

Annabelle: Quite handy isn’t it?

Andrew: It is. I’m sneaking ahead here and looking at your notes and one thing that you suggested that I didn’t think of is also look at the comments. See which posts get the most comments, and in fact, right there on your screen I see the most popular articles right now so that gives me a sense of what the audience is looking for and is engaged with. I can also see that some posts get more comments and more audience engagement than others. So if I’m looking for a crib sheet or I’m looking for a set of examples those are the examples to study.

Annabelle: Absolutely. Yeah. For example, if we have a look at the Kiss (?) website again, or maybe we should-

Andrew: Yeah, I can see that the one that’s posted today is not one to copy. It only got three comments.

Annabelle: Right. Well the Copy Blogger, the Top 10 Blog Posts, all of these are going to have massive numbers of comments. So, for example, I might, this is my own blog post, Eight Habits of Highly Effective Bloggers. I might look at that blog post, say I’m not me, and write to the Copy Blogger people and say ‘Hey, I noticed that blog post about effective habits is really popular. So I’ve got another article on a related topic which I think will interest your readers”. I think that’s going to get their little hearts pumping because as any blogger knows, if you’ve got a blog post with 100 comments on it, you need to write more about that topic. You should be doing that on your own blog of course, and that’s just a good way to decide what to write about for other people’s blogs.

Andrew: You know what? You’re absolutely right. If I were thinking about how do I promote this course by doing a guest blog post for Copy Blogger I might submit a suggestion to them saying “I’ve got an idea for Eight Habits of Highly Effective Guest Bloggers” that I would want to run, and then of course I would credit you by having a link at the top of the post and then I would have the eight habits based on this session. Bim, bam, boom. I submit it. I like it.

Annabelle: There we go. Well I’ll submit it to Pro Blogger with a different headline.

Andrew: No. Feel free to steal that headline, feel free to steal the whole thing. I just want to always think about, you know what? The way that I always think is “How do I relate it to me?” and “How do I relate it to my audience?” I think very much in my own little world here. So as you’re teaching this stuff I keep in the back of my head playing this game with myself saying “How can I apply it to my world? What can I do to make this useful tomorrow? How can I give this as a suggestion to someone who I hire and tell them ‘Go do it’?” and so when you show me Eight Habits of Highly Effective Bloggers and I’m doing this session I think “How can I promote it that way?”.

But I think this would just about work for any topic. I could think if I wanted to promote and interviewing session of if I wanted to promote my own site as an interview site I might see that headline and submit an “Eight Habits of Highly Effective Interviewers” or “11 Smart Tips for Brilliant Interviewing” to steal the next headline above or to play off that, or How To Do 500 Times Better Than Ad Sense. Maybe I’d come up with How To Do 500 Times Better Than Blogging. I don’t know. But I get the point. I see how it works, and I hope the person who’s listening to us is playing this little game the way that I’m playing it so that they get the most value out of this and everything else in life.

Andrew: Yeah, no. That’s great. That’s a really good idea.

Annabelle: That is a really good idea.

Andrew: Let’s see what’s next then. Send a short email. OK. I noticed that you had that document up on the screen, the same one that I’m looking at. If it’s still up let’s pop it up on the screen for people and go to the samples of the emails that you recommend they send.

Annabelle: OK. I’ll tell you how this came about, and it came about because a friend of mine, she did exactly what you recommended people do. She said to me “Hey, how did you get a guest post on Coffee Blogger?” so I told her, and it happens quite a lot in fact. So this is basically a template of an email I put together which I recommended to you. It’s very important to be very brief in your emails to people. I can never quite manage the recommended five sentence, but I try to stick to five sentences.

Andrew: Sorry, did you just drop your headset? I suddenly lost the audio a little bit.

Annabelle: (?) wardrobe malfunction. Can you hear me now?

Andrew: Yeah, the video froze a little bit, but as long as the video’s being recorded probably. Oh there we go. Now I see you. As long as the video is being recorded properly on your side, we’ve got it.

Annabelle: OK. That’s good. So we recommend basically you keep your emails very short to people.

Andrew: Yes.

Annabelle: I’m sure that you’ll share this template with your (?) Upstart which is fine. It seems so obvious what I’m telling people here. It’s unbelievable how many people, A, don’t use a name, B, if they use the name spell it wrong.

Andrew: You’re right. I have to tell you, a personal pet peeve of mine is people who send me emails saying “Hey Andy” like they know me as Andy. Nobody knows me as Andy except every once in a while a random stock broker will call me as Andy or someone asking me for a favor will email me as Andy like we’re buddy-buddies.

Annabelle: Yeah.

Andrew: So you’re saying get the names spelled right and make sure you’re saying it the way that they say it. Then you’ve got the outline here saying “Tell them you love the blog and have been reading it for however long”. I still fall for that. I still love that.

Annabelle: You’ve got to. It’s true (?) I’ve been leaving comments on your blog. You’re going to realize it’s true.

Andrew: That is true actually and I do have-

Annabelle: It’s not just a line I’m spinning. You’re going to say “Oh yeah, she has. I see her comments. She always (?) my blog posts”.

Andrew: That is true. And do you know what else I do? I have something called Reportive on my GMail that tells me what other interactions I’ve had with whoever’s email I’m looking at and so if they did email me in the past I have a good sense of it fairly early in reading their email. So I say “Alright, this is someone who I’ve been in contact with. They’re not just randomly emailing me”. OK. So tell them you’ve been reading the blog, they’ll know you from the comments. Next step in the email is what?

Annabelle: Tell them in two sentences about you and your blog.

Andrew: OK.

Annabelle: They should already know who you are and what your blog is, but I think it’s just polite to just remind people, but you want to keep it brief so I just say “I post a travel blog called (?) Hot Spot. I (?)” for example. That’s all you need to say. Put a link to that and they can go and check that themselves. They’ll want to check it out definitely. Then I say that I’m (?) the blog post (?) basically that’s how I always do it. I post the blog post directly into the email for people and I thank them for (?). You know, taking time to read it and say I’d really love to see it on their blog. I let them know I’m excited about it which I always am. It’s not just a (?). I get a thrill whether I post on Coffee Blogger or (?). I want them to know that. I think it makes it much more interesting (?).

Andrew: OK.

Annabelle: (?) opportune time.

Andrew: I see that, and I can see the power too of showing them the official, not the official, but showing them the blog post that you’ve written saying “Here, look. This is in your style. I’ve created it. What do you think?” and then you get their feedback on it.

Annabelle: Absolutely. You’ve got the (?) there in the subject header with the hot headline that you’ve chosen and immediately they can just stop (?) the guest post. They don’t have to (?) so I always (?). I will attach it as a separate document as well. Some people prefer that. (?).

Andrew: I do like that you’ve got your bio in there as some people who’ve taken a few of these sessions will know, I usually write the bios for people and yours stood out completely and it was different because you just gave me your bio. You said “Here Andrew. This is it. You don’t have to work on creating a bio or an introduction. This is the way that you can introduce me”. It’s a big help.

Annabelle: Yes. When I set up a guest post I’ll always check. Every blog has a different way of putting out their guest post. Some will say “Editor’s note: Guest post by so-and-so” and some will just say “Guest post (?) so-and-so” so I always study how they format that and the exact words that they use and I put that in for them with the links again at the top and at the bottom, already set to go. It’s fine to present a custom link to your own blog, but most people don’t like it to be the (?) keyword (?) for example. So just be polite to begin with (?). Make it very easy for them. The point is it should be very easy for them to get great content on their blog at (?) that.

Andrew: I think that this is the way to do it, and still the next section that you and I are going to talk about is rejection because if you do it all right, you still get rejected, true?

Annabelle: Sometimes you do, yes. Sometimes I think people don’t actually have time to read your guest post. I think we’ve missed a step here because-

Andrew: Oh. Did I just jump over something? OK.

Annabelle: No, I think it’s probably my fault, but I think somewhere in the notes I said that I’ll sometimes tweet people to get them excited about my guest posts before I send it to them in an email to make sure they’re awake and it’s not on a holiday for example. So I might tweet Pro Blogger and say “Hey Darren, I’ve got a brilliant idea for a guest post. Are you interested?” and nine times out of 10 he’ll send me a direct mail saying “Yes, email it to me” and it gives me his email address. So that’s another good way to get you that email address and contact details hopefully. Again, I don’t think Darren would give me his email address if he didn’t know who I was and had been commenting on his blog posts for years on end.

Andrew: OK.

Annabelle: OK. So yeah, I make sure that these people actually know they are or expect to get email (?). (?) to do that. You can just send them a (?) or an email with a great subject line, subject header (?) blog post. Hopefully that will get their attention.

Andrew: OK. I can see that. You send them a post, you send them a tweet asking if they want it and if they’re excited enough to say “Yeah, send it over” then you absolutely send it over because you’re much more likely to get written up, get your post published by them. OK. By the way, before we go to the rejection, let me ask you something.

Annabelle: OK.

Andrew: I told you that when I guest post on Mashable, when I see others guest post on other sites, the feedback is really helpful. What was the feedback like that you got from Darren when you asked to published on Pro Blogger or what did you get when you asked from Brian to publish on Copy Blogger? I imagine their feedback and their edits would be insanely valuable.

Annabelle: Every blog is different. Some blogs will just take you blog post and pick it up exactly as it is. Other blogs will do a really tight editing job on your blog, put in links within their site or others peoples sites, so you can’t really know until you send off your blog post what exactly it’s going to look like. They might change your headline even, which can be a bit disappointing.

Andrew: Was there anything that you especially remember about the edits and what you learned from them?

Annabelle: Yes. I’ve got a, I haven’t actually done it yet, what I did with my first guest post on Copy Blogger was I printed out the guest post I sent them and the guest post that got published and I went through the editing that was done on that with a fine tooth comb so I could really see what improvements they made to my writing and as you say, you know, you get really good feedback. I’m basically getting a really hot editor helping me improve my writing and I paid attention to that. I care about the (?) of guest posts. I try to make sure my writing is a little bit tighter. Hopefully its improving every time. I always fantasize that they’ll just publish that without editing at all, but they normally change a few things.

Andrew: Can you do a search for Mashable Andrew Warner? I’ll show you the one thing-

Annabelle: (?).

Andrew: Actually it doesn’t even make sense. Let’s take a look at that.

Annabelle: How many guest posts have you had here on Mashable?

Andrew: You know what? It was only five or so. What I did was when I started out and I couldn’t get people to do interviews with me, I proposed to Mashable that I publish my interviews on Mashable too, or at least summaries of them, and Mashable said, “Yeah, absolutely. If you can get guys like Seth Godin to an interview we’d love to have your write-up about it for Mashable”. Then I went to Seth Godin and said “Seth, can I do an interview with you and of course I’ll also write it up for Mashable who’s interested” and so as you can see here, Seth Godin’s 7 Tips for Start-Ups in a Down Market, there’s somewhere in there about Tim Ferriss. I think if you click that top link with Andrew Warner Mashable you’ll see a good picture, a good round-up, the top. There you go.

Annabelle: So that also enabled you to get those really good guest posts as well.

Andrew: At first. So the way I did it was I went to Mashable and said, “If I can get you these guys would you want to publish it?”. They said yes, then I went to those guys and said “You’ll get your interview published on my site and on Mashable”. So they said absolutely yes. Afterwards I went to other interviewees and I said “Look, I just did an interview with Guy Kawasaki, with Seth Godin, with all these other people, with Tim Ferris. Would you do an interview with me?” And they said “Well, if those guys said yes, then I say yes”. So just kind of moving up. The other thing that I learned from this process is this is before Twitter was so big so we didn’t get many tweets, but it did get a lot of traffic, the other thing that I learned from this process was their editor sent it back to me, their original articles and they kept saying more quotes. They said “Andrew, if you have Tim Ferris is an interview and you’re writing about it, give us quotes from the interview so that we can show people how he’s saying it. Don’t write it in your own words”. Today when I hire writers for Mixergy I always give them the same advice. I say “Look, give me the quotes from the interviews when you create this content for me” and it’s really been helpful.

Annabelle: OK. That’s interesting.

Andrew: All right. I feel like I just ran away with your course here and took it in my own little direction instead of-

Annabelle: No. I’m very interested. I think we make a good team actually for a bit of guest posting webinars.

Andrew: I love it.

Annabelle: So I just wanted to go and have a look at yours to compare (?).

Andrew: Can we see all the quotes there? Can we see them? Yeah, there they are. There are lots of quotes there. All those quotes marks are theirs. They are suggestions. They sent it back and said “Andrew, quote, quote, quote”.

Annabelle: That’s interesting, because when I think of an interview I think of question, answer, question, answer but this is quite a different format. Obviously it’s question, answer, it’s all quotes.

Andrew: What I did for them was I just pulled out seven key points from the interview and I created a post about that.

Annabelle: Very interesting. I’ll review it later.

Andrew: All right, so we do need to talk about rejection. It’s so easy to hear over and over that you’re going to get rejected, but when it happens you feel like you’re the only one that Mashable or Copy Blogger doesn’t love you. Talk to me a little bit about rejection so that I and my audience feel a little bit better about it when it happens and don’t let it stop us.

Annabelle: OK. Well, you’ve got to get used to rejection. These bloggers, these huge blogs are very busy people. I think we’ve already got you aware that they’re getting possibly even 100s of people wanting to (?) the same guest post to them at the (?) guest post, so (?) it’s normal that you’re going to be rejected. Sometimes you have to be patient. You might even get a reply to your email as a guest post. You might have to spend eight hours writing or longer. So, in that case I would just email them again, maybe one or two weeks later and just basically send them the same email again with a little bit at the top saying “Oh, hi Jack. Just wanted to check you saw this email. I’d still love to have it published on your blog” and again, don’t be abusive. Don’t due that too soon and don’t do it too often. If they don’t write back that’s fine. (?) you’ve been rejected, in which case, cut your losses. You’ve got great guest post, but try and think about who else you can submit it to who might actually want to publish it and keep the ball rolling.

Don’t necessarily give up on the other blog as well. I think it took me about three months to get one guest post published on Zen Habits. You do have to be very patient. It’s quite a difficult game because you never know when your guest post is going to be published, even if it ever will be published. So you’ve got to just put your guest posts out there and then (?), but keep trying, keep writing more and keep opening up new channels of communication in comments.

Andrew: It is part of the process. Whatever you learned from writing that one post you can use for another and it sometimes just takes a while for people to say yes. And I’ve got to tell you, I’m summing this up here, repeating what you just said, and I’m worried that my audience is going to hear that and just say, “Oh, come on, you’re just giving me some advice that I’ve heard a million times.” I’m saying it. I’ve heard it a million times too, like you my audience, the person who’s listening to this, who’s going to go and publish a lot of guest blog posts and make me really proud that I did this whole session. But anyway, I head that a lot too, I’m saying it now and of course when I get the first rejection after this session, it’s going to hurt, but it does take a few tries and when you get that hit, when you start to really grove with it, it feels great. And it’s worth it. The website is, SuccessfulBlogging.Com. What’s another website where we can send people to if they want to follow up with you or just spy on you and see how you’re doing your blogging?

Annabelle: Guestsinthehall.com(SP). That’s my original blog and that’s the one that I set up [bad phone connection]. And if people want to any reservations for persevering and putting up with rejection. There is a nice story about how I just won $10,000 in a competition there. You know this competition where you have to write 25 words or 50 words about something?

Andrew: I didn’t know that, OK.

Annabelle: I’ve probably entered hundreds of them in the last 30 years. I finally won one, about two weeks ago.

Andrew: OK.

Annabelle: So, keep going. Don’t accept rejection. Keep trying. Keep writing.

Andrew: Oh, that post the one you’re showing there is you winning $10,000 for writing 25 words?

Annabelle: Forty-nine words actually (laughs).

Andrew: Forty-nine words. Wow, congratulations.

Annabelle: Thank you. So what I do on this blog Guestsinthehall.com, is actually try to motivate people and to keep them upbeat and get them writing. There’s a lot of good tips on there, because we all struggle with motivation I think. We all think, “Oh, no, I’ve been rejected. I’m going to give up.” So, that’s the whole focus of Guestsinthehall.com.

Andrew: Well, I asked Heaton Shaw, the guy from KISSmetrics, recently, I said, “Look, you’ve worked for top companies like AOL, and you’ve helped some of the most admired new internet startups get traffic for their sites.” I said, “What’s the one thing that any entrepreneur who needs to get traffic to his site should do quickly, just to get the word out about his blog.” And he said, “It’s guest posting.” In fact, he said, “If you’re going to do two posts a week, have one post on your website, one post on someone else’s website. The post on your site’s going to build up your content, and build up your reputation, and build up your connection with your audience. The one on someone else’s site is going to make you a better writer and is going to get you traffic and is going to get you authoritative links, one and one.”

You have showed us how to do it. My audience now is empowered. They’re armed and I really want to see them use this stuff. I mean, really, if you’re listening to this and spent about an hour, you could have been watching a full episode of 24, a full episode of Dancing with the Stars. You could have watched two episodes of, I don’t know what, of Family Guy. But instead you choose to watch the two of us teach you something, and if you’re going to sit and learn, and spend all this time with us, you’ve got to go use it. Otherwise, really, you could have been entertained by dancing super stars on television. So go out there-

Annabelle: Yeah. [bad phone connection]

Andrew: That’s absolutely it. Completely and for me. I put in all this time, not so much for you to get the session, but to see the results, go do it, come back, send me a link, and let me see what you’ve done. Annabelle Candy, thanks for teaching us.

Annabelle: Thank you, Andrew.

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