Can you believe blogs?

Bloggers sometimes lie. Indeed there are some notorious blogs which aren’t quite what they purport to be. Two years ago the giant American corporation Wal-Mart withdrew a fake blog, “Wal-Marting Across America”, from the web. Other companies like Coca Cola and Sony have had to take similar action following exposure of the lie behind their blogs. These were “apparently” written by consumers, but in fact were PR initiatives put together by the companies themselves. We had been lied to.

Being lied to by PR people is nothing new. Michael Jackson’s PR manager apparently lied about the singer’s debts; the UK Government told us that BSE (“Mad Cow Disease”) was not an issue (when they knew it was); and the Sydney Olympics got into hot water over its promise of a seating ballot that wasn’t all it was cracked up to be. Fibs, deceptions, call them what you like, but we all hate them; we feel cheated.

Imagine if you were reading a blog that claimed it was a business traveller keeping a diary of his visits. You might find it interesting, amusing or entertaining. But what would you think if you discovered six months later that this traveller was in fact a PR executive whose blog postings were merely paid for by his travel company clients. You would almost certainly feel as though you had been lied to.

Luckily, this is all set to change. At the moment, blogs can lie to you. But under new legislation recently introduced, lying like this will be illegal. If you have a blog that is paid for by a client, you must make it clear that it is, in effect, sponsored or an advert. Consumers demand that they know the difference between editorial and advertising. With blogging that distinction has evaporated. Now, the “Consumer Protection from Unfair Trading” legislation puts paid to that problem; if a blog entry is paid for, sponsored or in any way is a PR message for one of your clients, then your entry must reveal that fact. If you fail to do so, it’s a £5,000 fine and up to two years in jail, or both.

So let me make this clear. This blog posting entry has not been paid for by any of my clients and it is not a promotional message in any way. It’s just designed to make you think of two things – firstly, that the law has changed and you might need to consider the way you blog. Secondly, any deception of your readers will eventually come and bite your behind. If you lie, deceive or cheat your readers in any way, they will desert you – and tell plenty of other people not to believe you. After all, how many of us believe what Northern Rock has to say? Their web site was telling us everything was fine and rosy, four days after the run on the bank started. Now whatever happened to their reputation I wonder?

Why your web site must be a good experience

Visitors to your web site need to have a good experience. Firstly the pages must provide what they were looking for. Then you need good navigation so they can easily find their way around. And you need a search facility so they can look up specific items without having to trawl through everything.

OK – that’s all common sense and any good web designer will tell you much the same. All of these features make your web site good to use and easy to get on with. Fantastic.

But there’s a much more important reason for having all the right features in the right place. If your web site upsets people, makes them have any negative feelings in any way, they will remember it. We tend to remember bad experiences rather than good ones – at least according to some psychologists.

Our memories for events that happen to us – called “episodic memories” – enable us to plan for the future by recalling the past. But there seems to be an inbuilt preference for the easier recall of negative episodic memories. One theory is that this ensures we don’t repeat bad things that happen to us, thereby aiding our survival.

It is this inbuilt preference that influences our daily life. You can probably remember the bad service you have had in a shop, or the nasty waiter in the restaurant, for instance, much more easily than the good shop assistants you meet. Likewise, if your web site is a bad experience for people, they are more likely to be able to recall it compared with a good web site.

So, apart from using good navigation and design to help your web site visitors, doing so is likely to help ensure they don’t have a bad experience. It’s the bad sites we remember more easily – and probably pass on our bad experiences to others more readily as well. Making your web site a good experience for your visitors has some important psychological impacts.

Technology isn’t as clever as we like to think

The more that neuroscientists learn about the brain, the less they know. Hardly a day goes by without some piece of research leading us to question how our brain works, just when we thought we were coming to an answer.

For several years now, psychologists have remained somewhat dumbfounded by the phenomenon of the split brain. This is the situation that occurs in some people who have epilepsy and who are treated by a highly controversial piece of brain surgery. The neurosurgeon literally divides their brain in half.

Your brain is made up of two halves which are connected; they are wired up with all sorts of complicated circuitry so you can see, hear, talk and think. So you would think that if a person’s brain is divided into two, those essential connections would disappear. Well, you would be wrong.

Someone with a divided brain does not become two individuals in one; they don’t suffer from a split personality or have two senses of consciousness. Apart from some minor impacts on vision and perception, the divided brain carries on functioning perfectly normally with no real impact on the individual. This suggests that a connection remains between the two halves of the brain, in spite of the surgeon’s scalpel.

Clearly, the human body is much more complex than we think; it can cope with dramatic changes to our brain. For instance, if a stroke victim has damage to their speech centres in the brain, they can learn to speak again, by transferring speech to another part of the brain.

We might like to think that computers and modern technology are clever, but they are pretty dumb in comparison. Divide your contact database, for instance, into two separate halves without a connection between them. Would it work? Not a chance. Or take Google’s famed algorithm for search, slice it in two and see what results you will get. Some hope.

So why do we put our trust so much in technology when it is clearly rather stupid in comparison with the human brain? This is the sort of question that might get debated by the Society for Philosophy and Psychology whose annual meeting is currently taking place in the USA. But it does raise an important issue for Internet business owners.

Many people use separate databases for their newsletter mailing list, their customers and their contacts list. The distribution of data in this way is a supposed safety net – if one database dies, at least you have the others. If, however, you only had one database with everything in it – and that died? You’d be stuffed, the theory goes.

But these divided databases are unlike a divided brain. The separate databases don’t have any connections and so you can’t easily and quickly gain any benefits. The power of the human brain resides in its connectivity which is retained even after surgery. Your business data needs connecting if it is to also provide your organisation with marketing and sales power. And that means having one database, because computers are too dumb to be able to work with disconnected sets of data. In the online world I only know of one database that is able to do everything you need for an Internet business – 1ShoppingCart.

Internet marketing can be swayed by pseudo-science

Go to any business meeting these days and you are sure to find at least one of the speakers suggesting some kind of psychological backing for their claims. For instance, you may often hear that 55% of our communication is “body language”; it’s an oft-repeated claim in business circles. The problem is, there is no evidence for this – and what “evidence” is provided we know was actually made up. Yet the claim is still widely circulated.

Then you may hear that if you “mirror” the behaviour of the people you are speaking with they will like you and trust you more. That’s advice often given to sales staff, suggesting that if you adopt the same posture as your prospect, they’ll like you more and will therefore buy from you. Sounds nice in theory, but again, there is no scientific evidence to support the claim.

Several scientific-sounding claims are also made in the world of personal development. For instance, there are “gurus” who suggest that online “brain training” programmes can help your memory at work, or make you a better thinker. There are nutritional advisers who will tell you that certain vitamins will boost your brain power in the office. And there are self-styled experts who claim that daily meditation will make you calmer and boost your career as a result. All very interesting, but these claims have no real scientific backing.

We get sucked in to what appears like common sense; we like to think there is a magic “cure” to help us think better or behave in more appropriate ways to achieve success in sales for instance. However, the scientific evidence often shows that there is little backing for many of the claims made.

A famous one, for instance, is the “walking over hot coals” scenario. Here you get “whooped up” into a frenzy of excitement on some personal development day. You are then invited outside where a line of red-hot coal embers lay in the ground. Then you are supposed to use the “mind techniques” provided in the day to show to yourself that you can achieve whatever you want to – including walking on hot coals. Whoopee! What these gurus fail to tell you is that the thickness of your hard skin on the soles of your feet, combined with a paucity of pain-sensor nerve endings in that region of your body means anyone can walk over hot coals. They just make you think it’s difficult and then when you can do it they use that as “proof” that their mind techniques work. Tosh.

So what has all this got to do with Internet marketing? Well, similar pseudo-science abounds. There are all sorts of gurus telling you that this technique works, or that they have “evidence” that another method is superior. Don’t believe them; much of the SEO information you read is pure nonsense. Vast amounts of so-called backing for particular Internet marketing methods is actually made up. There is little evidence for many of the claims made about Internet marketing.

In the same way that many personal development gurus “back up” their suggestions with what sounds like science – yet isn’t – many Internet marketing experts use similar techniques. They make it all sound real, good and convincing. But you owe it to yourself to ask whether the claims really are true.

Take everything you read about Internet marketing with a huge pinch of salt. And if you want evidence – test things yourself. Too few companies online have a “testing” culture. Instead they appear to accept the advice from some guru or another and wonder why they fail to achieve.

What journeys do your customers make?

Your customers are unlikely to arrive at your web site without having been somewhere else first; even if they are time travellers, like Dr Who, and they suddenly port themselves from outer space to your web pages, they will have been somewhere else first. Understanding how people got to your site can help you improve your business since it enables you to put signposts along the way for them.

Some marketing folks call this the “pathway” to your site or the “journey”; it doesn’t matter what you call it, what’s important is that you understand how people get to your site in the first place. I was speaking about this very topic this morning to a group of Chief Executives in the Midlands. I arrived back in my office to find a podcast from the Online Marketing Show, which opened in London Today.

The podcast included interviews with Chris Dobson, from Microsoft and James Elias from Google. Both of these leading figures from the Internet industry emphasised the need for Internet marketers to understand the “end to end” nature of getting customers. Find out where they start and how they get to the finish line – your shopping cart receipt page…!

When I speak with businesses I find that too few consider this. They think it is a simple one or two step procedure, such as a click on a Pay Per Click advert, or a click on a well ranked web page. But in order to gain more business you need to understand what the customer was doing before they found your advert or link. What was driving them? Understand that, and you can gain more business.

Thanks to Search Engine Optimisation and Pay Per Click, many businesses have been fooled into believing that in order to grow their business online they simply need to tweak their web pages or change their advertising in subtle ways to get more click throughs. Companies are spending inordinate amounts of time and a great deal of effort on the last part of the customer’s journey. However, to gain more business, you need to think about the start of that journey or pathway.

In almost all cases that begins offline – not on the Internet. Few people make impulse purchases whilst surfing. They are online for a reason – to buy a product or service in your sector. But they started that journey offline – perhaps after reading a newspaper or article, or following a conversation with friends and colleagues. So, rather than concentrating on the online portion of the journey to your shopping cart, spend more time on the start of that pathway, in the offline space, and you will gain more business as a result.


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