It’s been a crazy few months, I keep meaning to sit down and write, but my schedule hasn’t allowed it. I’m focusing on the web design side of things over at rangersanger.com and entrenching myself at one of the largest online retailers in the world. Top 10 style. Also, did you know that Schwan’s boasts a 40% conversion rate on their site? Thats insane. It’s also not who I work for.

I’m glad to see people are still visiting the site, exploring and finding useful information. I’m still available to answer questions and welcome them. Who knows, your question might just be what catapults me back into the swing of things here.

I know, I swore I’d write ASAP. Well, that time hasn’t come yet. I just took a job with a huge online retailer. Once things are settled I’ll get back on this. In the mean time check out the archives.

I’m so sorry.

by rangersanger

I have to apologize again for the spotty updates. Moving across the country has taken its toll on my mind and my time. For the next couple of weeks expect 2-3 updates a week versus the normal daily update.

Be Like Zappos

by rangersanger

I just finished Tony Hsieh’s Delivering Happiness: A Path to Profits, Passion, and Purpose and I’ve decided that today’s post will be an unabashed promo for the book.

Hsieh is the CEO of Zappos, without a doubt the best way to buy shoes online. Their prices aren’t always the best but their customer service sets the bar for ecommerce. If you’re thinking of selling anything online I encourage you to buy something from Zappos and return it. It won’t cost you anything and that’s my point. It’s the least aggravating process I’ve ever experienced online.

What led me to read the Zappos book was a recent bad experience with a high end barefoot shoe company Vivo Barefoot and the company I bought the shoes from, The Clymb. Bear with me, this is one of the fun parts about running a blog- complaining.

The Clymb is an online flashsale site, much like Gilt Group only for outdoor goods. They have a return policy that doesn’t allow for refunds (ugh). I purchased a pair of Vivo’s Daltons for half price from the site and they arrived about a month later (ugh). They were defective (ugh). I didn’t want to return them to The Clymb for store credit. I wanted the shoes without the sewing defect, so I contacted Vivo Barefoot. I never heard anything back so I contacted the head of marketing because I could find her email address online. She got the ball rolling in the customer service department and they finally contacted me.

The customer service department wanted four(4)(ugh) high resolution photographs of the defect. After they received them they would get back to me in a week to let me know if the QA manager deemed them possibly defective. At that point, if they deemed them possibly defective, I could send them back and they would make the final decision. Keep in mind, It took them 20 days to get back to me from my original email requesting an RMA number.

I emailed them back and I’m still waiting to find out if I’m stuck with these shoes. I think I’m going to take them to a cooper to have them fixed so it’s not a complete waste.

Don’t be like Vivo Barefoot. Be like Zappos.

I’ve already written about how Tumblr is the best choice for someone looking to start a blog with minimal effort. Setting up your first Tumblr is an exercise in ease. Not only are the themes attractive, but social integration is phenomenal and customization is simple. All this combines to make an essentially foolproof blogging platform. If you’re a beginner, if you hate computers, if email still kind of freaks you out, you can setup a Tumblr.

Jay Parkinson's Tumblr

Jay Parkinson's Blog is a great example of the thought process behind a Tumblr.

Tumblr takes away the hard part of blogging. Okay, that’s not true. At all. Most people think setting up the blog is the hard part, but as they soon find out, constantly creating content is the real hard part.

Or, wait. Maybe. Maybe, Tumblr can take away the hard part. Tumbling is different than a traditional blog in a few key ways. It’s integrated with other Tumblr pages across the system. This makes sharing and reacting to others content easy. It fundamentally changes the act of blogging. You can still write long form articles and columns, but Tumblr makes it easy and totally acceptable to just write a sentence or two about a picture.

You can post your own photos, or you can comment on photos others have posted. Your comment on someone’s photo can be your entire blog post. After all, a picture is worth 1000 words.

You’re still producing content. It may not be the kind of keyword rich SEO fodder that’s going to drive search engine traffic to your site, but something is better than nothing. Plus, the ease of sharing across Tumblr means you’ll likely get traffic just by virtue of people browsing the system. The integration of social media on Tumblr may even make search engine traffic a moot point. The easier to share the better. The easier to share on Facebook and Twitter, the more traffic.

I link to Dr. Jay Parkinson in the blog-roll here and if you’re looking for a great example of a Tumblr blog, I’ll steer you to his. It’s like a visual diary. He does a great job collecting online ephemera, tracing out a thought process, building a story, sharing a point of view.

Another example of a blog, that isn’t actually a Tumblr, but functions in the same way, is the blog for the sunglasses company Knockaround. You’ll see they share images that reinforce their brand. They strive for a sort of 1970’s Americana and you’ll see it from images of 1979 Ford F-100’s to hand tools. Their cheap-o plastic sunglasses are the furthest you could get from handmade items, but their images of a spokeshave help craft that story. They sometimes share stories, but the majority of the posts are images.

If you search through existing Tumblrs, you’ll find that most of them that have a clear defining purpose are more like a narrative Twitter account than a blog. Pithy quotes from movies, or images of mid-century modern living rooms, not blogs like this one.

If you’ve been looking to get into blogging, but aren’t sure if you have the time or the technical know how, Tumblr might be a great first stop for you.

Yesterday we covered the ways that communication has changed for the AIM Generation. The smart-phone is less a phone and more a texting, tweeting and yelping device. Private communication is seemly only used as a last resort. All manner of opinion, emotion and personal documentation is shared via Twitter and Facebook.

Imagine if your company could hire secret agents to sit in every cafe, bar or restaurant to eavesdrop on conversations. They exist only to report back when customers speak of your company. All things, good, bad and indifferent are discussed among friends in the course of conversation. You learn that there are people out there who love you. They sing your praises every chance they get. You also find there are people that hate you. They bash your company as often as they can. It turns out there are more from both groups than you knew about.

Eavesdropping like this is sort of a strange fantasy. It’s impossible and kind of weird. It’s too Big Brotherly. Instead, we often rely on formal data collection programs to glean just a fraction of the sentiment our customers are willing to share directly with us.

Formal data collection has it’s limits. We know that the people who fill out customer comment cards are self selecting. By interacting with you they are also, likely, modifying their behavior and their criticisms of you in some manner. A little 3×5 card and a golf pencil will never give us the same information our secret agents could. Luckily, we have Twitter!

Informal comments on Twitter can be insightful, at times to a startling degree. They are also easy to collect. There are applications that exist where you can enter your company name and every time someone tweets about you (even without using your Twitter handle) you’ll receive a notification.

There is an earnestness that you can benefit from by monitoring Twitter. It’s like listening in on a phone conversation. Even if you aren’t actively engaged on social media, this form of data collection can be amazingly insightful. It’s free, easy, instant and can even function as a sort of early warning system.

Imagine an angry customer who had a bad experience with an employee. Management rarely has the opportunity to get out in front of such a situation. Instead, they usually find out when the customer feels like letting them know. So often all management can do is react. Just as often though, the irate customer will tweet about their experience. A good notification program will let you know the instant someone tweets about you. By monitoring Twitter we have moved from reactive to proactive.

The AIM Generation: Tweeting to Connect

September 20, 2011

Sometime in the mid 1980’s the last generation to rely on the telephone for instant communication was born. These children would turn on AOL Instant Messenger (AIM) in middle-school, Myspace in HighSchool and would be among the earliest adopters of Facebook, back when it was still only for college students. The communication landscape changed for [...]

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Embedding PDF’s in a Search Engine Friendly Way

September 19, 2011

Something happened last week. Project overload hit hard. I’m moving to Utah this coming Saturday. I’m leaving behind the glaciated landscapes of the Midwest for big ol’ mountains and strange liquor laws. Packing up a life has been trying. Especially as we try and move across the nation on a budget.Sadly (for me), this momentary [...]

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Hell Hath No Fury Like a Yelper Scorned

September 12, 2011

One of the most common resistances I hear to business owners taking part in Yelp is the negative reviews. The bad news is, that’s a very real thing to be scared of. The worse news is that staying off Yelp isn’t going to help, those negative reviews are a’comin whether or not you show up [...]

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Video Hosting: Facebook vs. YouTube and Why You Need Video Content

September 9, 2011

Video is some of best content out there. Four basic reasons: 1. EdgeRank. Facebook places heavy value on video content, especially when uploaded to their servers. This means it’s more likely to show up on your fan’s feeds. I say “on their servers” because Facebook’s EdgeRank seems to favor content that keeps the user on [...]

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