Category: Google

Digital Account Management: Manage Expectations

April 5th, 2011 — 9:01am

This is part two of a six-part series recapping my presentation, “Happy Clients: An Intro to Digital Account Management,” from Podcamp Nashville 2011.

2. Manage expectations

In college, I had a professor who used to say, “The measure of someone’s happiness is equal to the difference between their expectations and their reality,” (which I’ve illustrated beautifully with the following graphic).

Happiness Equals Expecations Minus Reality

Now, as a whiny college student, I didn’t truly appreciate the inherent wisdom of that quote. Now, as an account manager, I’ve realized that nowhere is that more important than when working with clients.

Most typically, this comes up when it comes to metrics. The client expects 50,000 unique visitors to his website one day after launch, 10,000 downloads of his app or an open rate of 50% on his email campaign.

But, the most common expectation I find myself having to manage is the following:

Why isn’t my website at the top of Google?

In all fairness, search engine marketing is more art than science and plenty of SEOs purport to understand more than they really do, so clients can be forgiven for thinking that gaining a #1 spot in Google is as simple as launching your website and giving Mountain View a call.

So what’s the easiest way to manage this expectation?

Ask questions

Ask lots and lots and lots of questions, particularly when you’re on the front end of a relationship and haven’t developed a lot of history working with the client.

Figure out what your client’s expectations are before launch (preferably before the project begins). Heck, figure out what your client’s boss’s expectations are.

Start at a high level with questions like: Why are they doing this? What’s the business objective? What does success look like?

Then dig deeper with questions more specific to the project, such as: How much traffic would you like to drive to your website? What do you want them to do when they get there?

You’ll end up with a better proposal, a much better project and a very happy client.

Comment » | Google, Search, account management

“Google Wants Fastrack” WSJ reports…

December 15th, 2008 — 9:31am

In a word, boo.

The celebrated openness of the Internet — network providers are not supposed to give preferential treatment to any traffic — is quietly losing powerful defenders.

Google Inc. has approached major cable and phone companies that carry Internet traffic with a proposal to create a fast lane for its own content, according to documents reviewed by The Wall Street Journal. Google has traditionally been one of the loudest advocates of equal network access for all content providers.

Comment » | Google

Google and Verizon Close to Striking a Deal?

August 22nd, 2008 — 2:40pm

WSJ reports that the two giants may strike a deal that would see Verizon Wireless serve up Google as the default search engine on its mobile phones. (Note: that link may only provide a sneak peak of the article if you don’t subscribe, but you get the gist, and the rest is just background).

Could it be true? Anyone who owns an LG Dare, Verizon’s version of the iPhone, no matter what their sales associates tell you, can attest to how cumbersome the search process is. Half the time I launch the browser and just navigate to Google anyway.

According to WSJ, the deal is still in the making and wouldn’t close for a few weeks, at which point it’s anyone’s guess how soon they’d roll out Google on their phones.

But a guy can hope…

Comment » | Google, Mobile, Search, Wall Street Journal

More from the Google Tent…

August 21st, 2008 — 9:00am

Over at, freelance writer Simon Owens explores the implications the Big Tent (or the Google Tent as I’m fond of calling it) will have on the Democratic National Convention, how much more access bloggers will have this year, and whether the whole thing constitutes a consolation prize for progressives.

One quote caught me by surprise:

Despite the enthusiasm of many of the Big Tent participants I spoke to, there has been a fair amount of skepticism as well. In the comments section of an Alternet article about the tent, one person wrote that “any learned, critical thinking, reasoned human being would realize that this is a charade to sugar up and pacify the progressive community.”

Is it really ‘progressive’ thing?

If you follow the link and read the comment, posted by user blueapples26, this person hammers both Google and Digg for exhibiting decidedly undemocratic behavior. Now, I don’t disagree that both companies are less democratic than one might think, but I’m not sure the event is an attempt to placate progressives. Aren’t they setting up a similar tent at the Republican National Convention?

Comment » | DNC, Google, RNC

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