What?!! It’s true. Many of the biggest and most popular online retailers with fat SEO budgets are not showing up for their own names or valuable keywords in Google search results. Most don’t even know it. How can this be?

All the major search engines offer a .com search engine and a number of country-specific engines, like Google.ca, .co.uk, .com.au, .fr, .de and so on. These are local search engines, and often use geo-IP targeting to show the local search engine as the default when a searcher lives outside the United States.

If you’ve never seen a localized search engine, this is what it looks like:

As you can see, a searcher has the option to restrict search results to only pages from his or her country. This is particularly helpful for searchers who are performing transactional searches - they’re looking for products to buy. Using the general “search the web” will often deliver US sites which requires the shopper to dig through the sites looking for shipping information and costs. Searching only pages from their native land, searchers can save time and discover online stores they purchase from over and over again.

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According to a recent study by the Society for New Communications Research, 59% of consumers use social media to vent their frustrations about customer service experience, and research other companies’ customer service before dealing with them.

• 74% choose companies/brands based on others’ customer-care experiences shared online

• 72% research companies’ customer care online prior to purchasing products and services at least sometimes
• 84% consider the quality of customer care at least sometimes in their decision to do business with a company
• 81% say blogs, online rating systems and discussion forums can give consumers a greater voice regarding customer care, but less than 33% say they believe that businesses take customers’ opinions seriously
• Search engines are the most valuable online tools for this research. Those rated of no value include micro-blogging sites like Twitter or Pownce (39%), YouTube (27%) and social-networking sites like Facebook and MySpace (22%)

Via: Consumers Using Social Media to ‘Vent’ about, Research Customer Service

Do you know what consumers are saying about you?

More than ever I strongly believe each online retailer needs a dedicated social media representative who can perform reputation management by monitoring the conversation on the Web and responding to each concern as effectively as possible. This could be handled internally or by a consultant.

ReadWriteWeb has a great roundup of (free and paid) tools you can use to monitor your online reputation, including Google Alerts, Trackur, Naymz and Monitor This.

Can You Clear Search Results from Negative Word of Mouth?

Because negative comments on popular social networks, review sites, blogs and forums can rank top 10 in search engines for your company name, it can be very easy for customers to find this information on you. Although you cannot demand, beg or bribe search engines from removing these pages from their indexes for you - you can often join the conversation yourself and speak to customer concerns directly.

You can also contact the owners of the websites and negotiate removal or modification of the content. Some will co-operate, others won’t. Some will ask for money. You may think wiping out the content is the preferred approach, but remember that the community is watching you. It’s possible that the thread starters will be notified of their threads’ removal and warned about mentioning your company negatively in the future. These posters can just as easily move their rant to another website, recruiting other members to repeat your company’s keywords and link to each others’ threads and posts to take you down. I’ve seen this happen.

Turn It Into a Crisitunity

I learned from the Simpsons that the Chinese use the same word for crisis as they do for opportunity. Homer coined the term “crisitunity.” I would say the same thing for online reputation management - the seeming crisis is actually an opportunity to show that you listen to your customers and are willing to make good on bad experiences.

You can boast about your commitment to customer service in your marketing all you want, but until you have a chance to demonstrate your service, it’s all hype. So I wouldn’t get too hung up that some people had a bad experience with you, but I would certainly do everything possible to make it right with the customer. When consumers click to read the dirt on your company and read how you handle problems, it gives them more confidence that should something go wrong, they can expect you to fix it.

Glen Allsopp has good advice on how to respond to negative blog posts and how to deal with a RipOff Report listing. Glen also does reputation management consulting for a living.

Bury the Hatchets

Another opportunity is to push negative results lower in search engines by creating content that will outrank it. From my experience helping a national retailer clear the top 3 pages of Google, Yahoo and MSN I have shared a few suggestions on how to create pages on other sites about your company that are likely to rank well. Online retailers can also take advantage of shopping comparison engines, affiliate programs, coupons and deals sites. You want to choose websites that will allow your company name to appear in the title tag of the page, and you’ll also want to link to these pages from other pages to build up their Page Ranks. You have to get creative with this.

You can research which sites to go for by Googling other retailers and see what ranks highly for their names.

Further reading

38 Must-Reads on Online Reputation Management

If an estimated 80% of sales start with a search engine year-round, you better believe consumers use search to find gifts for Mother’s Day, Father’s Day, Valentine’s Day and so on. And they often include the holiday name in their search query.

Are you showing up in search results for these queries?

Let’s look at how two heavy-hitting flower delivery sites have optimized for one of their biggest events of the year - Mother’s Day: Proflowers.com vs. 1800Flowers.com.

Notice that both sites rank for “mothers day flowers” with deep URLs targeted just for Mother’s Day. Both have the search term at the beginning of the title tag, although 1800Flowers has added the term “gifts” to rank for more than just “flowers.” Both have keyword-friendly URLs. When you click through to the sites, you’ll notice the navigation menus both include special Mother’s Day tabs at the far left - can’t miss ‘em.

Proflowers

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Colors are search modifiers that can bring a lot of long-tail traffic. When someone searches for a particular product and color, it often indicates someone is close to a purchase, or at least further along the sale-trail than one who goes broad.

But you can’t create a separate product page and URL for each color because that’s duplicate content, and duplicate content is the worst of sins, right? That’s what I thought until I started testing it - and it turned everything my momma ever told me about duplicate content on its head.

(If your momma never had “the talk” with you - you know, *content reproduction,* we recently did a duplicate content post that included a PG13 explanation. I made sure this post was completely different so nobody mistakes it for duplicate content).

Yes, Virginia There Is A Santa Clause…And You Can Optimize Product Pages for Color

Here’s an example:

Jessica Bennett Shoes sells its product through its own e-store and various retailers like Amazon, Zappos and ShoeBuy. One of its styles is called “Harli.” It’s made from burlap and comes in navy, beige and brown.

Shoebuy.com has 3 indexed product pages for Harli – one for each color.

Each page has an identical meta description, and according to Webconfs’ Similar Page Checker, these pages are 100% identical.

But Shoebuy not only owns top spot for each color, Google’s also throwing in some indented result love. When you search for “jessica bennett harli navy” (at time of writing and from my data center):

Top ranking… and for “jessica bennett harli brown”:

“jessica bennet harli beige”:

The only differentiators between the 3 color pages are the URLs (just numbers, no keywords) and the title tag. I’ve scoped out other sites that use different pages for different colors and they all seem to rank fine when color is included in the search query. The technique seems to be create color-specific pages in addition to one main product page (hence, indented results). Since all pages are indexed, the color pages are selected to appear when someone searches for the color, with the non-color, main product page potentially appearing as an indented, second result.

This leads me to believe that as long as your color pages are getting indexed, you don’t need to worry about duplicate content smackdown.

This isn’t a new topic here at Get Elastic, but since search engine optimization is such a key part to ecommerce success I’m going to bang the same drum once again on optimizing for brand names.

Zappos appears to have covered all the bases and then some in optimizing its brand category pages. For example, its Nine West page (below) includes 272 occurrences of “Nine West” on this page - that’s 4.55% of the entire page copy. This is what is referred to as “keyword density.” Though keyword density is not as important to SEO as was once thought (title tag, keyword rich backlinks from other sites and the domain’s overall authority have more impact), this page certainly is considered highly relevant to “Nine West” by Google.

Like Karmaloop, Zappos includes a paragraph about the brand itself. Most ecommerce sites have category / brand pages that consist of little more than images, links and a page title.

Also included at the category level are customer reviews. Each product with a review appears on the same page. Though the links to the product pages are “nofollowed” (link includes an HTML attribute telling search engines not to crawl the linked page or pass Page Rank), the keywords count towards the overall relevance to the page.

Get you’re scrolling finger ready, you’ll need it.

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Today is my first day back at my desk here in Vancouver after a lovely week in the Canadian Rocky mountains. While at the CWC/Corus Digital Media Career Accelerator program, I enjoyed the best green tea I’ve ever had in my life. The brand is “Higgins & Burke” and this is the only green tea I’ve tasted that hasn’t given me a bit of nausea after drinking it. I must have it here at my home office!

So I turn to my trusted Google search engine to find out where I can get my lips on more of this tea. Typing in “Higgins and Burke” into the search engine delivers these results:

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Greetings from the Rocky Mountains! I’m away this week in beautiful Banff National Park in Alberta, Canada for the CWC/Corus Digital Media Career Accelerator workshop.

This morning I will be presenting to a select group of women in the broadcasting industry a session on blog promotion through new media. I thought I’d give you a peek at the slide deck anyhow as the ideas can apply to ecommerce blogs also. (You may also download it from Slide Share)

They’re not the sexiest slides but I made them a bit more textual so the deck is somewhat understandable on its own.

| View | Upload your own

Blog Promo and Social Media For Ecommerce

I’d like to go into a bit more detail here on Get Elastic with an ecommerce focus:

Why Blog?

• Open up for conversation with your customers, gather feedback and attend to reputation management concerns

• Establish a personality for your company, employees or brands
• Attract long-tail search traffic and pre-sell your company or products
• Build backlinks to boost your overall link profile (if the blog is a sub-folder or sub-domain)
• Landing page for contests and promotions
• Information resource for customers, employees, partners, investors and affiliates

Blog Traffic Sources

• Offline awareness (your brick-and-mortar stores, print or TV/radio advertising, word-of-mouth)

• Link from your estore
• Links from other websites and blogs
• Search engines
• Blog search engines
• Social networks
• Email campaigns with blog call-outs

Basic Search Engine Optimization

• Keywords in the right places

• Links from relevant sites
• Blog plug-ins
• Good content / more content

Where to Place Keywords

• Title tag

• Page title
• Body text
• Link text (on your site and when others link to you)
• Post tags
• Alt attributes (images, video)
• Headings / bolded text
• URLs (keyword relevance in search engine and when people link to you)

Why Links Matter

• Search engines need a measure of authority or popularity

• Blogs are more “linkable” than static business sites
• Deep links look more “natural” to search engines (don’t look purchased or bartered for)
• Links send traffic and help branding

Examples of Link-Baity Content

• Humor: Jockey Stop Squirming
• Controversy: Dove Evolution campaign
• Contest: Target dormroom contest in Facebook
• Amazing: Ray-ban sunglasses
• Emotional: 1-800-Flowers mother’s day
• Informative: Sephora makeup how-to’s
• Timely: Ice.com - Mr. Cupid
• Ongoing: Blogs (Ecommerce Blogs of the Top Online Retailers)

SEO Plugins

• SEO Plugins for Wordpress from Michael Gray

• Best SEO Plugins for Wordpress from The Blog Joint

Other “Search Engines”

• Video sharing: YouTube, Google Video etc.

• Google / Yahoo News (Tips for getting into Google News from Search Engine Roundtable and Search Engine Guide)
• Blog search: Google / Technorati / Ice Rocket & more

Why StumbleUpon Rules

Because this is a fairly short session (45 minutes) and there are so many things I could say about the subject, I only had time to address one social network - StumbleUpon. In my opinion, if you do no other social media sharing, you should at least be on StumbleUpon. It’s a good entry-level social network for a number of reasons:

• Drives a ton of traffic (often more than Google)

• Don’t have to be a “power user” to get results (according to Dosh Dosh)
• Drives traffic long-term (as opposed to Digg-style sites where stories are hot for a day)
• General site but you can get very targeted (specific tags, groups etc)
• Toolbar makes submission easy
• Tech-savvy users often have their own blogs (link opportunity)
• You can discover things to blog about

StumbleUpon is a social network where members can surf tags related to their interests to discover sites, photos, videos and articles relevant to them. Rather than using a search engine and letting a machine decide what’s good content, StumbleUpon shows you sites others thought were cool. You can also follow members interested in your topic/industry and when you log in, you see a feed of relevant recently “thumbed” content that you can start checking out yourself. If you like it you thumb up, if you don’t like it you thumb down or hit the “Stumble” button again. Simple.

You can also share items with your network. This can be powerful when you have a network of like minded people who will thumb up content you share with them. Their recent thumbs may appear in Facebook profiles and newsfeeds as well as their StumbleUpon profile page and friends’ feeds. Here’s a StumbleUpon Networking Guide with screenshots for further reading.

You can friend a maximum of 200 people on StumbleUpon (but more than that can subscribe to your Stumble feed). Neil Patel gave us a tip back in October when he joined us for a webinar on social media marketing strategies: friend as many people as you can initially, and if they don’t friend back within a week, move on and friend some more.

I suggest looking for a group on a niche topic and adding friends from within that group or looking for people who have indicated their interest in a certain topic by tag. You can find niche groups by browsing http://group.stumbleupon.com or typing a tag keyword in the search box.

StumbleUpon users are techsavvy and are often bloggers themselves. They may be using their SU account to discover blog fodder and your content can reach more people (the blog’s RSS subscribers and search engine traffic). The back links also benefit you.

SU is also a social bookmarking tool. When people Stumble your content there’s a good chance they’ll come back later to view it again.

Other social media sites like Digg have algorithms that skew towards “power users” that submit topics that go popular. It takes a lot of work to build up your Digg history and friend following. StumbleUpon takes less effort – you can get traffic just for submitting stories to the StumbleUpon system. But you can get more mileage if you make use of the social features available to you: friending, joining groups, tagging and reviewing sites and members.

A Get Elastic reader asked a question last week about duplicate content issues, SEO and providing affiliates with content. Our reader manages SEO for an affiliate site which has a sub-program of affiliate partners that do not use their own content on their sites, rather opt to use the content from the mother-site.

He wanted to know what he could do to protect his site from duplicate content problems that arise from content syndication. This refers to the way search engines filter out copies of a page on multiple domains and choose one or two sites to actually rank for the content.

You as a retailer with an affiliate program may wish to provide content for affiliates such as expert / editorial product reviews, general advice / guides on the product or activities related to the product or even product description content itself. This is great affiliate nurturing on the part of your affiliate management team - but it’s vulnerable to duplicate content filtering.

What is Duplicate Content Filtering?

If a search engine returned a bunch of results for your search query that were pretty much the same, you would get a bit irritated, wouldn’t you? Search engines understand this, and have tweaked their algorithms to filter very similar pages so you get a range of results that are relevant, but still different enough.

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Public relations guru and author of Micro Persuasion, Steve Rubel, has taken a lot of heat this past week over his post SEO Shenanigans Pose a Clear and Present Danger to Social Media.

Rubel’s PR firm Edelman dipped into the dark-gray/black area of social media marketing (SMM) a while back - and the blogosphere hasn’t forgotten. Other intelligent comments on Rubel’s post come from SEO professionals defending their industry’s honor.

I don’t want to add to the debate here, but I will say that I agree with Steve that if you are “launching social media marketing programs solely for the purpose of influencing search engines, rather than with the intent of fostering collaboration and genuine communication” you fit the description of an unethical marketer.

But that doesn’t mean expecting an SEO benefit from social media marketing campaigns is evil. I don’t think that’s what Rubel was implying anyway (remember it’s the word solely that was empasized). But I wanted to throw in my 2 cents and clarify which social media marketing activities I believe really help SEO, which have minimal value and which are simply spam.

Social Media Marketing as a Link Building Strategy

The primary way social media or any other site can help your SEO is through attracting links. Social media can drive traffic that may convert, but search engines won’t factor that into their algorithms. So any dabbling in social networks for SEO purposes is essentially link building.

These links can be acquired directly or indirectly. This is what I mean:

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Karmaloop, an urban clothing retailer and one of Internet Retailer’s Hot 100, deserves a big high-five for its SEO strategy. The site ranks extremely well organically for its brand-name terms in Google, Yahoo and MSN search by creating Wikipedia-style content pages for every brand it carries including Stussy, Freshjive and Paul Frank.

I found it remarkable that even with a very short write-up, Karmaloop’s Triple Five Soul entry ranks top 3 in Google for all Triple Five’s keyword variations: Triple 5 Soul, 555 Soul and T5S.

Karmaloop also merchandises next to the writeup showing off the brand’s Top Sellers.

Because the brand directory is hidden at the bottom of the page, I suspect this is done for SEO purposes rather than navigation. But it’s another way for customers to scan the product line as well - if they notice it way down there. It’s full of “trigger keywords” that are otherwise hidden in dropdown menus.

It appears only half the job is done, some brands only show products with no content writeup. I think every brand should have some sort of writeup as it’s also interesting to hear the “story” behind brands. I remember having several Stussy and Freshjive shirts back in high school but at that time I had no Internet and had no idea the history of the designers and concept.