August 31, 2010 8:20 am : Comments 000
The maturation of the Internet should have been the golden era of the public relations industry. Prior to the widespread use of the Internet, PR firms had to inordinately rely on the mainstream media to communicate client messages to broad-based audiences. Relying on reporters was a dangerous and often difficult process; journalists controlled the bat and ball and they all too often were reckless and arrogant in how they wielded their power.
The Internet provided an opportunity to level the playing field. The rise of the blogosphere quickly cut the media down to size and exposed their rampant irresponsibility. Mainstream publications and broadcast outlets were held to an unprecedented accountability standard and many reporters crumbled under the scrutiny. An untold number of prominent media stories have been retracted because of eagle-eyed bloggers.
Harnessed correctly, the Internet can be a powerful marketing tool, but it’s also an effective vehicle for fraudsters, flim-flam artists, and for companies with no qualms about using deception and unscrupulous tactics to win over customers. It’s in the best interest of the PR industry to promote and adhere the highest standards of ethics in Internet marketing. The more credible the medium, the more potent its efficacy.
Sadly, the PR industry has contributed mightily to the corruption of the Internet. One of the biggest global agencies was caught years ago for running the “Wal-Marting Across America” blog, supposedly penned by a couple of customer enthusiasts who turned out to have been shills paid by the PR firm. The person responsible for overseeing the Wal-Mart account was recently deemed one of the most influential professionals in the industry, underscoring that there are no material career consequences for dishonest or questionable practices.
Some PR firms also were caught secretly paying off or bribing bloggers with products to post positive reviews, but fortunately a PR blog named “Strumpette” was quite aggressive about exposing the practice and some industry leaders became quite vocal about condeming the practice. While blogger payola has not yet been eradicated, fortunately most recent exposed incidents didn’t involve PR firms.
Nevertheless, some PR firms still can’t resist employing deception as part of their “strategic” arsenal. Last week, the Federal Trade Commission settled charges with a California PR firm for having its employees “pose as ordinary consumers posting game reviews at the online iTunes store, and not disclosing that the reviews came from paid employees working on behalf of the developers.”
Rather than taking the high road and saying the firm settled the matter in support of the FTC’s desire to ensure greater transparency on the Internet, the company’s owner haughtily dismissed the agency’s concerns as a “frivolous matter”, saying they only agreed to settle to save on the cost of litigation. Perhaps most disappointing of all was the disclosure in the New York Times that the deceptive reviews in question were written and posted by interns. Thus, a new generation of PR professionals was taught that deception is an acceptable communications tool. That’s a toxic message to teach impressionable college students interested in pursuing a PR career.
Sadly, there is no shortage of PR firms who will welcome the skill-set these interns acquired. It’s an open secret that other PR firms regularly engage in having employees post reviews on behalf of clients. Let’s hope that the head of the FTC’s advertising practices division successfully eradicates the practice. Now there would be someone I could get behind as deserving of the “most influential leaders in the PR industry” title.
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April 4, 2008 2:08 pm : Comments 006
When it comes to jumping on the latest technology bandwagon, I am always the last one on board. Whereas others tend to await the latest product release by the wunderkinds of Silicon Valley with blissful anticipation, I face them with inevitable dread.
I just don’t “get” technology. I barely passed computer science in seventh grade and it’s been an uphill battle ever since. When something goes wrong with my computer or iPod or whatever, there’s never an easy fix. My colleagues, friends, and probably Dell and Mac’s combined support staffs have learned to dread my phone calls begging for help.
But it seems there’s hope for me yet.
Six months ago I reluctantly leased a BMW. I say “reluctantly” because I actually wanted to lease another Acura, the car I previously leased for a blissful trouble-free 39 months. Heck, I would have been happy to buy my old Acura, but the buyout payment was ridiculously prohibitive, especially considering an unbelievable offer a local BMW dealership gave me. Even the Acura salesman agreed the BMW deal was just too good to pass up. So, despite a panic-attack-inducing dashboard full of high-tech bells and whistles, I went with the BMW.
I’m glad I did. Anyone who knows cars knows that BMWs are legendary for their handling. Having spent some time in the driver’s seat, I can confirm that the reputation is well deserved. I haven’t enjoyed driving this much since I first got my driver’s license! Forget “The Ultimate Driving Machine”, BMW’s marketing folks should call it what it really is – “The Ultimate Driving Technology“.
Whereas some people may pride themselves on having a BMW parked in their driveway, I’m not one for “status symbols” so the car means nothing to me on that level. The pride I derive from the car is being able to triumphantly say, believe it or not, that I have mastered its myriad technology operating functions and amenities. I’ve actually figured out how to use all the “extras” on my dashboard. I can listen to my iPod, use the GPS, or talk hands-free on my cellphone without breaking out the driver’s manual or calling my salesman. Remember, I was essentially a Luddite when it came to embracing new technologies so this is a really big deal for me.
There once was a time when I was equally in awe of Apple Computers’ ability to make user-friendly and reliable technologies. Mac computers were once considerably more intuitive and reliable than those of its PC-based rivals, and the company’s tech support staff was equally accessible. Sadly, those days seem resigned to the history books.
I recently was staying away from home for a while in a corporate apartment. The cable Internet connection wasn’t working with my G4 laptop, so I called Apple, thinking that its tech people would be trained to quickly and easily help me with such a basic function. Guess again.
After waiting a good 30 minutes in the Apple tech support queue, I connected with a technician and told him my dilemma. Imagine my shock to be told dismissively that Apple doesn’t support products that are more than three years old (Excuse me? Yeah, that’s a whole other blog post waiting to happen.). After I begged and pleaded, he said Apple would support me “this one time.” I’m sure there was some significant eye-rolling at the other end of the line.
To make a long and rather unpleasant story short, it took the Mac “genius” more than an hour to troubleshoot my problem. Regrettably, he managed to create a host of other problems along the way that he wasn’t able or willing to correct, including disabling the functionality of my Verizon Wireless card. Fortunately, someone at Verizon Wireless was able to get me back up and running within minutes. As Verizon Wireless doesn’t officially support Apple products, the assistance was twice as much appreciated.
My growing disenchantment with Apple isn’t tied to that one incident. About a year ago, the company redesigned its mac.com email program, for which I paid about $100 a year to use. The upgrade was fraught with major hiccups and glitches, including system outages where the site itself would be down, denying users access to their messages. And if you did log on, it would frequently log you off as you were drafting an email, losing whatever you’d written thus far. Emails you thought were sent never went through to the recipient. It was frustrating to say the least.
Other Mac users, including talk show host Rush Limbaugh, report having other problems. Indeed, Mr. Limbaugh recently appealed on air to Apple CEO Steve Jobs for help with a computer problem after failing to get an issue resolved via the company’s tech support desk. Apple’s response? They dispatched an engineer to go work with him. If only the rest of us could get such high-touch, personal customer service.
There is also a broader concern about reliability. Dao, our former creative director who left us to join the Peace Corps, convinced me that she needed an iMac to do her job. Well, guess what? Less than a year later we had to send back the computer because its internal workings were “fried”. Even the new MacBook Dao eventually took with her to Macedonia was infected with gremlins. I believe the tech term would be “Random Shutdown Syndrome.” According to BusinessWeek, problem-plagued Macs are clearly not limited to my little private circle.
Yet Apple continues to enjoy a cult-like following simply because of the lack of formidable competition when it comes to functionality and design. Even I can readily appreciate the superiority of the Mac operating system. And while Apple’s standards for reliability have declined significantly over the past few years, it has never introduced a product as flawed as Microsoft’s Vista operating system, which is so problem-plagued that even Microsoft’s own senior executives have issues with it.
Still, it seems Mr. Jobs is increasingly willing to compromise on the reliability of Apple products in the rush to be first to market. His tolerance of launching “almost good enough” technology is a common mindset in Silicon Valley and the focus of a highly insightful commentary by Stephen Baker in BusinessWeek last September. Technophiles don’t seem to mind the shortcomings and compromises; Dao steadfastly remains a devoted Mac user and sees nothing wrong with needing a software upgrade immediately after buying her laptop. Her successor, Jake, is another devout iPhone-carrying Apple head. (When I told Jake that Apple will no longer support my laptop, he unabashedly replied, “Well you know it is more than three years old.” UGH!!!!!)
Perhaps it’s a generational thing, but I refuse to go along with the “almost good enough” mentality and the constant – and sometimes immediate – need for upgrades after products are introduced. In a way, I blame BMW. My experience with them has taught me that technology can be made both simple and reliable, and explained at a level that even a technophobe can understand. To the best of my knowledge, no one has yet seen the need to publish a “BMW for Dummies.”
Maybe I’m mistaken, but I suspect that if BMW decided to make computers, their engineers and designers would adhere to much higher performance and service standards than those currently demanded by Mr. Jobs. And the folks at BMW could no doubt give Mr. Jobs a hell-of-a-run on the marketing front. Ah yes, dare to dream…
The thought of BMW making computers might sound absurd today, but who would have thought just a few years ago that Mr. Jobs would one day be peddling music and cell phones. Suffice to say, Mr. Jobs had better hope that my dream never becomes his reality.
Okay, you die-hard Appleheads who blindly worship Mr. Jobs, give me your best shot.
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March 3, 2008 7:35 am : Comments 001
Microsoft’s proposed $45 billion bid for Yahoo has received some well-deserved critical coverage. It’s pretty much accepted as a given that most big mergers don’t work out, particularly when they involve technology companies (AOL and Time Warner, H-P and Compaq immediately come to mind).
Most of the media analysis on the proposed deal to date has focused on the sizeable challenge of melding Microsoft’s lumbering culture with Yahoo’s more freewheeling ways. But Forbes‘ Victoria Barret raises another potential problem in the February 25th issue that could be far more ominous: a free software product out of Germany called Adblock Plus.
Microsoft covets Yahoo! because of its success selling display advertising. But with Adblock, a product created for users of the ever-popular Firefox browser, intrusive banner ads and annoying videos disappear, replaced with simple white space instead. According to Forbes, three million already have downloaded use Adblock Plus [including me] and every three months another million join us.
Microsoft has antagonized a lot of customers over the years with problem-riddled products that were prematurely brought to market. So the company could be at risk if all those disgruntled customers suddenly came to realize they could even the score by simply downloading some software that badly undermined the rationale for the deal.
It could be like one of those flash mob incidents except, instead of coming together at the rug department at Macy’s to accomplish their task, the masses would descend upon the Adblock servers to get the job done. You know what they say about paybacks.
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October 29, 2007 1:59 pm : Comments 000
Cable cars (and Rice-a-Roni) aside, two of the first things that come to mind when most people think about San Francisco are the stunning vistas and, of course, the Golden Gate Bridge. I was delighted to read yesterday that the board controlling the engineering landmark has unanimously rejected proposals to sell corporate sponsorships to help finance the bridge’s operating budget, which is pretty cash-starved these days. While corporate dollars may have brought some financial relief, the posting of sponsors’ ads and logos surely would have blighted the “International Orange” bridge, even if they were limited to the property adjacent to the span. I applaud the board for getting their priorities straight.
According to what I’ve read, a non-profit called “San Francisco Beautiful” was instrumental in getting the proposals defeated. While I commend them for their efforts to preserve the San Francisco landscape that I know and love, I cannot help but note the irony of San Francisco Beautiful having sold corporate sponsorships for its “2007 Beautification Awards Dinner” earlier in the month. Indeed, the logos of Citigroup and Parkmerced, a huge residential apartment complex that was once part of Leona Helmsley’s empire, grace San Francisco Beautiful’s home page.
While it is tempting to say something off-the-cuff and snarky about them pooh-poohing corporate sponsorships in one corner while gladly taking them in another, I’m more inclined to admire them for not kowtowing to the presumed preferences of their benefactors on the Bridge sponsorship issue. San Francisco Beautiful clearly put their constituents’ preferences first, and has earned my respect and admiration for it.
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October 23, 2007 12:20 pm : Comments 000
I was saddened to read this morning that Vincent DeDomenico died. He was the man behind Rice-A-Roni, the well-known pasta-meets-rice comfort food with the catchy and enduring advertising jingle that I paid tribute to just last week.
Rice-A-Roni is etched in the minds of an entire generation as being “The San Francisco Treat” thanks to an addictively catchy jingle that was paired with an equally unforgettable advertising campaign highlighting the city’s beloved cable cars and the jangle of their bells.
“One thing my dad insisted upon was a jingle,” his daughter Marla Bleecher told The New York Times. “He said if there is a jingle, people will say it over and over in their heads.”
Mr. DeDomenico certainly got that right.
Given that the city and its famous cable cars are so much a part of the Rice-A-Roni story, it seems only fitting that San Francisco acknowledge the passing of a man who no doubt did wonders to boost the city’s tourism over the years. Rather than a minute of silence, however, I suggest a minute of loud cable car bell ringing to commemorate his memory.
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October 16, 2007 7:00 am : Comments 003
Kermit and the Jolly Green Giant were clearly ahead of their time. Everybody seems to be going green these days, even hotels.
While I’d like to believe that Mother Nature has finally gotten to the hospitality industry, I cannot help but be cynical about the hotel industry’s collective environmental epiphany. Do they really care about the planet… or about attracting more eco-friendly consumers who, it just so happens, tend to be more upscale and affluent? And as for the little card they leave by the bed suggesting you reuse your towels and forego clean sheets? I’m sure the fact that they stand to save millions of dollars each year on laundry suds by not having to do all that washing anymore has nothing to do with it. Don’t get me wrong, I’m all for trying to protect and preserve our natural resources. I think it’s great that hotels are encouraging their guests to be a little less self-indulgent and more planet-aware. I’m just not buying their motivation behind it.
In the end, I suppose the fact that hotels are pushing more environmentally benign practices is more important than why they are doing it. So, with that in mind, let me offer a few additional suggestions to facilitate the greening of hotels, motels, and inns everywhere:
- Eliminate your obscene Internet access charges for guests who agree to receive an electronic copy of their bill instead of a loooong paper printout – entire forests will be saved!
- Give Earth First! free use of your conference centers and lobbies to stage their awareness protests and offer your best corporate rates to the group’s members.
- Rig your plumbing and lighting so that guests must listen to pre-recorded environmental messages from Al Gore before opening a faucet, flushing the toilet, or turning on a lamp.
- Replace the tiny liquor and wine bottles in the mini-bars with full-size ones to lessen the burden of all those little plastic containers on community recycling efforts. Of course, the hotel should absorb the cost of the bigger bottles as their way of “paying” the world back for its plastic footprint.
- Stop offering pay-for-view movies. That only encourages guests to watch television, which in turn causes more electricity consumption and leads to excessive couch-potatoism.
- Permanently set all your televisions to the Discovery Channel and allow guests free viewings of An Inconvenient Truth.
- Instead of offering your Jewish customers airline mileage or hotel affinity points, make contributions on their behalf to the Jewish National Fund’s EZ Tree Program.
- Tell USA Today you are no longer willing to accept free bulk deliveries of the newspaper and stop selling newspapers and magazines in your gift shops. If guests are in need of news, they can get it on the Internet thanks to your free online access. More forests will be saved!
- Encourage guests to take home your logo emblazoned bathrobes free of charge. Otherwise you will have to wash them repeatedly, thereby undermining your water saving efforts.
- Offer special discounts to guests who agree to take showers together. This, too, will aid your water conservation efforts.
Who knows? Maybe one day we will witness the spectacle of Paris Hilton accepting a Nobel Prize on behalf of the hotel chain whose name she bears.
Now that’s hot!
5 of 9
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October 8, 2007 1:27 pm : Comments 000
Here’s a wrap-up of what other industry-watchers and media folks have been writing about recently:
Portfolio’s Business Spin blog suggests there’s no longer a clear division between a corporation’s internal and external communications.
Strumpette’s editor, Amanda Chapel, announces her resignation.
How did Wall Street’s CEOs explain the disappointing quarter? Dennis Berman of The Wall Street Journal asks you to match the Wall Street earnings mea culpa to the bank or chief executive who said it.
For the 5th consecutive year the Strategic Public Relations Center at USC’s Annenberg School for Communication is conducting its PR Generally Accepted Practices (GAP V) study. If you’re a senior-level communicator and are interested in participating, you can find the survey here.
A survey conducted by McKinsey & Company regarding companies’ online marketing efforts reveals some interesting insights according to Abraham Harrison’s Marketing Conversation.
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September 7, 2007 1:52 pm : Comments 000
Here’s a wrap-up of what other industry-watchers and media folks have been writing about this week:
SABEW’s Talking Biz News points us over to Marketwatch’s commentary on the rumored tensions between CNBC’s Maria Bartiromo and Erin Burnett, and the reasons why the network needs to ensure there’s room for both.
Shel Holtz takes issue with grocer A&P’s response after a customer complained about a risqué parody rap video that two A&P employees (and brothers) filmed in a store’s produce aisle after hours one night and then posted to YouTube. Holtz suggests A&P must be shorthand for “Antiquated & Prehistoric”.
Grumpy Editor says that daily newspapers can partially blame the unappealing, content-light layout of their front pages for their declining readership.
As noted on Seth Godin’s blog, JupiterResearch released a study this week on the effectiveness of viral marketing campaigns. Apparently less than one-fifth of them in the last year actually were effective in prompting consumers to spread the desired commercial word.
“Wikiscanner” fallout continues, catching plenty of organizations and their reputation management-inclined soldiers with their naughty fingers in the cookie jar – I mean on the keyboard – as noted on Portfolio’s tech blog.
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September 6, 2007 9:34 am : Comments 001
As originally posted on Strumpette.com on September 6, 2007.
Like a writer who keeps random plot line ideas and bits of dialogue scribbled in a notebook kept by the side of the bed, I’ve kept the Daily News‘ infamous “Ford to City” headline in the back of my head, just waiting for the right opportunity to rip it off. Thanks to Apple CEO Steve Jobs latest orchestrations, the moment finally arrived.
The technology impresario announced yesterday that Apple would slash the price of its iPhone by some 33%, but denied that lower-than-expected sales were the reason. As he told the New York Times: “It’s very clear we have a breakthrough product on our hands, but it’s also clear that many can afford it, some can’t. We’d like to make it affordable to even more folks going into this holiday season.”
So exactly when did Apple become a philanthropic organization for the tech gadget-deprived?
I don’t know about you, but if I was one of the Apple diehards who camped out overnight a mere 10 weeks ago just for the privilege of coughing up $600 the next morning to get their mitts on an iPhone, I’d be pretty ticked off right now. And I’d go into orbit after reading Jobs’ dismissive comment to USA Today about the brand-worshipping customers who paid full price: “That’s technology. If they bought it this morning, they should go back to where they bought it and talk to them. If they bought it a month ago, well, that’s what happens in technology.”
Can you imagine the fallout if, let’s say, BMW suddenly slashed the cost of its highly popular 3-Series cars by more than 30% just weeks after they were introduced? Or if Rolex slashed the prices of its watches by 30%? The brands would be forever damaged. But the traditional rules of branding and public relations don’t seem to apply to Steve Jobs, and his fire sale discounting of the iPhone is only the latest example.
Take Apple’s exclusive partnership with AT&T. The telecom company has one of the slowest wireless networks around and a solid reputation for bad customer service. Apple offers superior technology, and while its customer support has deteriorated somewhat, it’s still way better than its competitors. The pairing of the two companies is as mismatched as Armani entering an exclusive distribution agreement with Sears.
Then there is the iPhone’s inconvenient replacement battery requirement which, with the exception of the New York Times‘ Joe Nocera, has been largely ignored by the mainstream media. Like all cell phones, this one’s battery will eventually need to be replaced (Apple says the original one will last 200-400 charges, approximately 12-14 months). The kicker is that is must be sent back to Apple, however, leaving people without their beloved iPhone’s for an estimated 10 days. I’m hardly a heavy cell phone user, but being without my phone for just one day would cause me some angst – and mine doesn’t have all the fancy bells and whistles that the iPhone does! A couple of lawsuits have already been filed regarding Apple’s battery replacement policy, but they have received scant media attention.
The cost to replace the battery will be approximately $100, or roughly one quarter the cost of the newly discounted iPhone. My guess is that Jobs will have the next generation model out within a year and he’s banking that a good number of iPhone owners will decide they’ll get better value for their money by replacing the whole phone with the latest version instead of just getting a new battery.
Truthfully, I’m somewhat in awe of Steve Jobs. I give him credit for his unparalleled ability to get away with sticking it to his most ardent customers, for getting the technology media to dance for him like puppets on a string, and for creating an aura that he is not someone driven by profits and personal wealth. P.T. Barnum has long been regarded as the greatest showman on earth, but I suspect even he would agree that Steve Jobs is in a league by himself.
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August 29, 2007 7:03 am : Comments 001
What Makes the Tail Grow?
There was an interesting story in The Wall Street Journal yesterday about the search engine optimization (SEO) industry. The article used simple language to give concise, straightforward pointers without going overboard with the technical details. Overall, a recommended read for anyone who regularly creates content for the web.
There was one pretty major point that didn’t really get covered though: How do you choose the right terms to get the right traffic. While it is all well and good to go by their easy-to-follow steps for optimizing your content, you won’t get very far if you haven’t made the right choices with respect to your search terms. In fact, you might have a hard time seeing the results at all.
When counseling our clients, the one concept I emphasize more than any other is the idea of the “Long Tail“. The term Long Tail was coined (or perhaps capitalized and made popular) in a Wired magazine article in 2004 by Chris Anderson. In search engine optimization, it refers to the notion that, while a lot of people may start off searching for one common term, they keep refocusing their term to be more specific until they find the results they desire. If you can optimize for these less-obvious terms, the amount of searchers lessens exponentially but the actual traffic you get goes up (and most likely the traffic will be a higher quality with more turnover).
For example, optimizing your site for “Public Relations” may sound like a good idea at first if you want to be sure people looking to work at or hire a public relations firm in the city can find you. Chances are you will change your mind when you Google that term for yourself and see the ocean of results amongst which you will be swimming.
Given the imprecision of the “Public Relations” search term, it is going to be rather hard to get your site to rank well – and if you don’t rank well for that term, you won’t get any traffic at all from your effort. On top of that, even if you do rank well and get a lot of traffic, most of that traffic won’t be particularly useful to you anyway because the searcher stumbled onto your site by searching too broadly and most probably isn’t really looking for what you have to offer. That’s not to suggest that you shouldn’t bother optimizing for the broad “Public Relations” term. After all, it could still bring in some useful traffic. Just don’t waste too much time on it.
For example, consider how you will narrow down search results if you optimize for “New York Public Relations Firm“. Now that you have honed in tighter, a much higher percentage of searchers coming to your site will be the right ones, people actually looking for your services. This idea could be carried further with terms like “New York Public Relations Firm Website Design” or “New York Public Relations Firm Blogging” as examples. And with less competition for the term, you have a better chance of obtaining a high search rank.
The goal is to try to find the right combination of select terms that the people you target would likely search under, but that not every site out there would already be optimized for.
Tools
There are a ton of tools out there for the purposes of search engine optimization and a lot that can help you decide on quality terms, but I am only going to mention a few basic ones.
The omnipotent Google has a great free Keyword Tool to help determine good terms built into their adwords program. It allows you to see how many searches are done for a term in a month and how many people are buying ads for that term, so you can weigh the two together and ideally find good terms where the ratio is in favor of the number of searches. This is not the end-all determinate by any means, but a good first step. Google also has their Google Trends site that shows you search trends for terms over a period of time which can be very educational in this process as well.
The Overture (now “a Yahoo! company”) Keyword Selector Tool is a simple, classic, and easy-to-use tool for gauging the popularity of a term. Once you determine popular terms, you can then search for them to get a sense of the competition, how other sites are optimizing for your choice terms, and then determine whether you have a shot at a strong ranking if you use that term yourself.
Both of these tools are a great start. An added feature – which admittedly can be overwhelming at first – is that they both suggest other related terms to the one you are using. A third all-in-one tool that is not free is Wordtracker. I have mixed feelings about this site. It does help you quickly come up with information from one source; however, the interface is boggey and not very friendly and they use unintuitive terminology which can be extremely confusing. They also like to split up terms based on capitalization, which I find complicates things even more.
Rome wasn’t built in a day and your website won’t end up on the front page of Google tomorrow either. An important first step to creating the traffic you’re looking for is to put some thought into the menu of terms that will bring people to your site. Spending the time to do your homework at the beginning to figure out these terms can pay out huge in the long run. Good luck!
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