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2023 Local SEO Success: Human Power in a Year of Change



2023 Local SEO Success: Human Power in a Year of Change

The author’s views are entirely his or her own (excluding the unlikely event of hypnosis) and may not always reflect the views of Moz.

2023 will be a run-up to the Olympics for the world’s top athletes who will be competing in a variety of events to prove themselves ready to represent their countries in the Paris Games, and I have a strong hunch that the coming months will be a strenuous exercise in fortitude for local business owners and their marketers, as well.

Having weathered the extraordinary events that occurred in local search in the second half of 2022 – most particularly the deprecation of the historic Google Business Profile Manager Dashboard and a slew of business-impacting bugs – it’s my prediction that 2023 is going to be a year of notable change for the millions of local brands for whom Google’s local search interfaces have become integral to discovery, communications, and sales. Meanwhile, ChatGPT is stirring up the whole SEO industry, with many wondering how long a shadow AI will cast over work and life.

It’s my gut feeling that the developments we’ve seen over the past few months presage greater change ahead driven by Google’s attitude toward and handling of local and general search philosophy. Let’s prepare ourselves by getting an outlook on organic SEO (which bounds our local world) from Moz’s own Tom Capper and Dr. Peter J. Meyers. Then, let’s gather local wisdom from thoughtful industry commentators including Amanda Jordan, Ben Fisher, David Mihm, Garrett Sussman, Greg Sterling, and Mike Blumenthal. Finally, I’ll offer 3 areas of local search marketing I recommend focusing on in 2023.

Citius, Altius, Fortius

Image of four men running along a tree-lined road.
Image credit: St Dennis Band

Educating the mind without educating the heart is no education at all.” ― Aristotle

We come running into the arena of 2023 carrying, as always, the bright torch of human intelligence, but this year, our steps are a little dogged; AI is on everyone’s mind. On our road to Paris, we can reflect on the Olympic motto that was first introduced in that city in the 1924 games: Swifter, Higher, Stronger. As a species, we are always hoping for improvements in ourselves and society. But, it was Aristotle who said that the mark of an educated mind was to be able to entertain a thought without accepting it, and right now, many of my SEO colleagues are questioning whether the rise of artificial intelligence and a life so ordered by machines is, in fact, anyone’s idea of a smart move. Simply said, just because people can do something, it doesn’t mean that they should.

I asked my fellow Subject Matter Experts here at Moz what is on their minds in organic SEO for the new year, and their answers help shed a particular light by which we can better see the larger stadium in which all businesses are competing.

From Tom Capper:

The big SEO topic in the tail end of 2022 has been AI content – both ChatGPT and before that Google’s Helpful Content update bringing this topic to the front of people’s minds. Said update now looks rather prescient, with a new wave of increasingly coherent bot-written content surely to follow. Expect this to be a major battleground for Google in 2023. As I am writing this in the first week of December 2022, there is already an update to Google’s “Helpful Content system” rolling out – and that brings me to the other big change we’ll see more of. Ranking system updates. This is likely more of a terminology change than a practice change from Google, but I’d still expect it to somewhat shake up how SEOs think about and contextualise these updates — in my opinion, a shake-up that is long overdue.

Lastly, a carry over from my predictions for 2022 — I predicted an increasingly volatile SERP feature landscape, and I think that prediction has aged well. But it still stands. Again, as I write this, Google has just rolled out continuous scroll desktop SERPs in the US, and numerous feature changes in the last few weeks. There is nothing sacred here, from Google’s perspective, and with increasing threat from dissimilar competitors like Apple or AI assistants, they may feel like slightly less gradual change is justified.”

From Dr. Pete Meyers:

Echoing Tom, because it’s so important that I’m forced to agree with Tom, expect a flood of low-quality, machine-generated content in 2023 and a corresponding pushback from Google. Whether this will be part of the Helpful Content system updates or something entirely new remains to be seen, but creating Machine Learning content that doesn’t look like ML content will likely (and sadly) become a new obsession of some corners of the SEO industry.

This trend may force Google to re-evaluate E-A-T and/or more clearly define how they measure Expertise, Authority, and Trust, in order to encourage positive best practices. Google is aggressively experimenting with product listings, including the large-format product “grid” that seems to blur the lines between free and paid product listings. As Google seeks to compete with Amazon and other product searches (including an increasing amount of purchases driven by social platforms like TikTok), expect these lines to blur even more. Some competitive product search results are going to be unrecognizable from a traditional, organic SEO perspective.

My riskiest prediction — Expect Google to re-evaluate Featured Snippets, especially given quality concerns, both around trustworthiness of content (including disinformation) and the impact of low-value ML content. We’ve already seen snippets being pulled from a chunk of competitive queries in 2022, and I suspect Google may substantially re-invent the Featured Snippet or set a higher bar on when and how often they’re displayed.”

In sum, Tom and Pete are expecting volatility in the SERPs, including SERP features like local packs, which Moz has been tracking a decrease in the visibility of for some months. Both SMEs are looking closely at the disruption of AI and how it may impact search and searchers. 

Local SEOs may well be feeling like they’ve already experienced quite enough change in recent times with the loss of the dashboard for managing Google listings and an onslaught of bugs, but when I asked my peers to look ahead, many of them predict significant challenges yet to come for local businesses and their marketers.

From Mike Blumenthal:

“I would say that while a lot of levers are being pulled getting the Search Interface (NMX) off the ground, it was a change that was totally unnecessary and brought with it both bugs and an attitude of total apathy towards the multi user/agency dashboard.

The other big, hardly reported on changes were the move to AI first moderation of reviews AND images, introducing GPB behaviors that are perceived as totally illogical by the small business community.

If the intention of the NMX was to simplify and engage, why layer on totally obtuse moderation decisions for reviews and images while providing no clear guidance as to what was happening and how to deal with it?”

From David Mihm:

“What Google is doing in Local is officially anyone’s guess at this point.

Regardless of the level of internal resources devoted to Google Business Profiles as a product (which clearly fell off a cliff beginning in late 2021), the current NMX/skeleton dashboard version of GBP lacks a coherent vision and a poor (any?) understanding of user needs and pain points. Not to mention myriad functional bugs including 404 errors when trying to upload photos, inability to save store codes on newly-created locations, and inability to deny (or even confirm, in many cases!) user-suggested edits.

As usual, there seems to be no institutional knowledge of Google’s long history of internal failures and weak spots in its Local product or Maps data, or anyone with power making a strong case for the centrality of GBP in the marketing ecosystem — even for large multi-location brands which are spending millions of dollars annually on Ads.

It feels to me as if Google’s “strategy,” such as it is, is to simply ignore SMBs as a meaningful source of data for Maps and Universal results, and to force multi-location brands to work with a partner like Yext/Uberall/etc. for a real product interface. Given that Big Tech is cutting headcount and investment across the board, I can’t imagine the situation will change for the better in 2023.” 

From Amanda Jordan:

“I expect to continue to see pretty drastic changes for local for at least the next couple of years. I think local has been under the radar for Google for awhile and COVID has really brought Google’s shortcomings for local to light. Now they are correcting the experience for SMBs who may have been neglecting SEO until they depended on it during COVID and were overwhelmed by GBP management. I think we’re going to see Google testing a lot of changes for local in SERPs. Local mobile SERPs will be one of the most interesting places to watch next year.” 

Meanwhile, Greg Sterling offers a candid theory on why some of the local changes may be taking place:

“Google recognizes local content and maps remain critical for its users, especially mobile users. But the company is disappointed by the number of SMBs engaging with GBP, and GMB before it. Hence the move from the app to the web. In many ways Google has been less successful monetizing small businesses than Facebook, which doesn’t have a consumer-facing local product. GBP isn’t the onramp to ads Google had hoped. I believe, internally, there are now reduced expectations and support for local on the B2B side. NMX comes out of this larger context.”

I find all of the above comments to be probable, realistic, and insightful, but I also want to be sure to mention that there isn’t a complete consensus on trends. At least one respected colleague, Ben Fisher, has a more comforting view that we may already have weathered the biggest changes:

“The big stuff is behind us for now I think. Mainly the name change and in-Search experience.

The in-Search experience was planned for a long time and Google in their infinite wisdom decided it was the best route to go based on data. I think that with the rollout of this new in-Search experience that new ‘bugs’ and aggressive ‘features’ will come to pass.

Next year I think we are going to see ongoing tweaks. I would predict that the review filtering will probably get worse as we have seen with reviews leaking on a daily basis. Also it took over three months for reinstatements to go back to a normal timeframe. Next year I think we can expect this to go haywire again. It feels like it happens yearly.

One thing I think is certain: Google looks to fix problems at scale and all but ignores the little guy, and in some cases can cause horrible consequences to non-guilty merchants. That being said, one other thing is constant, they will do their best to ‘fix’ the issue.”

Finally, Garrett Sussman’s take on the impact of MUM should not be missed:

“In 2022, Local SEO has felt the impact of Google’s MUM algorithm more than anyone. A local search on a mobile device is sliced and diced by various contextual query refinements:

• Places
• ‘Find places through photos’
• Google Explore
• Deals

They’re all showing up and influencing every single local result. It forces local business owners to improve their content on their own site, build out their listings on review sites, and earn mentions in local media.

You can’t only focus on your Google Business Profile. But when people do search for your business specifically, you need to provide as much information as possible, because people expect it:

• You need your office hours to be accurate
• You need fresh and positive reviews
• You need photos of your business

It’s never been more important for a local business owner to have a digital presence on Google.”

Taken altogether, there is a high level of dissatisfaction with Google’s handling of local as we throw the discus into 2023, and there is a definite sense that there will be bug and feature hurdles all along our lane. Our expert commentary depicts Google local search in a marked state of flux. I personally find it counterintuitive that Google is shortchanging local right now, given that local data is the biggest ace the search titan has up its sleeve in its contest with Amazon. Whatever their motives, It’s not great news for our industry, but it’s vital to be real about the present state of local so that we can cut our coat to suit our cloth. Even amid volatility, good strategy is absolutely still possible.

Harnessing the human power of local in 2023

Image of two men in white track suits passing the Olympic fire from golden torches in front of a crowd and cloudy sky.
Image credit: Memories of Days Gone By

“Be kind, for everyone you meet is fighting a hard battle.” ― Socrates

When I consider the level of concern currently being expressed in the SEO industry over the rise of disinformation that may ensue as a result of inventions like ChatGPT, the pitfalls of programmatic moderation of key local content like reviews and images, and the failure of Google to adequately support the millions of local brands they represent on their platform, I think we have to dig deep into human resources to counterbalance the shortcomings of machines. Here are my top three recommendations for a smart local business strategy for 2023.

1. Shortcut the path to a real human in every way you can

I see signs everywhere that people are at a tipping point of fatigue over being “handled” by robots. Multi-step phone trees and long hold times are truly wearing. Chat functions that never result in human contact feel cold and impersonal. Websites that hinder rather than assist customer journeys are no-win on both sides of transactions.

In 2023, achieve the least possible distance between customers and live customer service with the following methodologies:

  • 69% of surveyed American consumers prefer talking to a live person by phone for customer support. The majority list their top pain points as being long hold times, disconnects, and having to start over again with each phone agent so that issues take too long to get resolved. If short staffing is causing long hold times at your business, implement call-back technology so that the customer can go about their life while waiting to hear from a live person, and be sure that every public-facing staff member is well-trained in your products, services and policies so that a customer has to talk to the fewest possible people in your organization to get answers to their questions.

  • 46% of customers believe businesses use chatbots to prevent them from reaching a live person and 60% would rather wait for a live person than talk to a bot. However, if you are using chatbots as after-hours support, it can be a useful tool. Just be sure your interface clearly identifies that it is automated, covers FAQs so that answers are provided in a pinch, and then capture customer contact information so that a human engagement can begin as quickly as possible following the chat.

  • If you’re using livechat, know that over ½ of customers expect a response within minutes. Applications like this must be staffed just as you would staff your phones to avoid customers feeling ignored and abandoning the brand.

  • 44.5% of customers aged 35-54 say that texting is their preferred method of communicating with businesses and the previously-cited Leadferno study found that about ⅓ of people expect a response within a day when they text a company. Given the difference in expected response times, texting may be a better option for brands with minimal staff, so that customers aren’t being lost to unfulfilled expectations.

  • Email remains a key channel for customer support, but one survey found that 62% of companies don’t respond to email-based customer service requests, 90% don’t send an email confirming that the question has been received, and just 20% of businesses are able to provide a complete answer on the first reply. These are startling statistics that speak to the need to staff your inbox so that customers are receiving prompt, well-informed emails to every inquiry.

  • Finally, one of the greatest challenges of the past few years has been short staffing for local businesses due to the ongoing pandemic. Wherever doors are open, customers still want to be greeted and assisted by well-trained staff, but the realities of a labor shortage, COVID, and Long COVID mean businesses and customers need to lean more heavily on additional, non-human resources such as the answering of FAQs on in-store and storefront signage, company websites, and local business listings. We’ll examine these points next.

2. Let good tools come to your rescue in tough times

Regardless of what AI fans may say, there is no replacement for the human relationships that are the basis of doing business locally. That being said, when external conditions cause staffing shortages, it’s time to consider the long history of humans’ ingenious use of tools to aid labor. Like the sea otter and the heron, we can select props to make it easier to achieve our goals, and in 2023, local business owners should ensure that customers are being served even when a staff member isn’t immediately available. Focus on these areas:

  • The New Merchant Experience that replaced the former Google Business Profile dashboard in 2022 was widely judged to be a usability fiasco, particularly for multi-location brands. Restore ease of management by using software like Moz Local to regain the quiet, dedicated workspace you need to manage your listing on Google and on the most prevalent local business listing platforms, all in one place.

  • Be sure the listings you’ve created are fully filled out with accurate information so that customers get fast answers to common questions about your location, contact info, hours, services, products, and policies. Add your products, take more photos this year, and set yourself up to begin filming aspects of your business. Google has finally started featuring local business videos and I would recommend filming 30 second videos in which a friendly person from your company answers your top FAQs.

  • 96% of your customers read reviews and 60% of review writers expect a response from your business within 2-or-less days. Make this the year you envision reviews as a two-way conversation, charged with the knowledge that when your responses resolve complaints, 63% of reviewers will update their negative review and 62% will give your business a second chance. Make 2023 your most communicative year yet by studying The Impact of Local Business Reviews on Consumer Behavior. But, do be careful how you are asking for reviews this year, given recent research from Mike Blumenthal on the startling causes of reviews being filtered out by Google.

  • Broaden your communications channels. Try an after-hours text hotline if you’ve never had one before. Experiment with video-based support, live chat, and callbacks. Make 2023 the year you emphatically decide whether channels like TikTok or Instagram are a good fit for your customers and brand. The easier it is for people to discover and reach your business, the better.

3. Faced with facelessness, buck trends

Why is it that Patagonia’s founder declared Earth its only shareholder? Why is it that when everyone was saying that bricks-and-mortar was dead and all sales would be happening via e-commerce, Warby Parker began doubling down on physical storefronts so that people lacking prescriptions could get an on-site eye exam? Why, despite looming recession, has someone opened a successful restaurant for dogs in San Francisco, betting that people will splurge on their animal friends even if they are budgeting for themselves?

These scenarios aren’t just about fighting the tide and daring to be different – they’re about daring to be human and to understand what people care about, need, and love. The people behind ideas like these really took time to understand the realities of a society longing to fight Climate Change, needing accessible vision care, and wanting to have low spirits raised by doing something special for a cherished pet. Having a real face (and a real heart behind it) in an increasingly automated, impersonalized world could be the thing that sets your local business apart in 2023.

In some executives’ strange dreams, human value is measured in the mass consumption of products, and now, of AI-driven content. Local business owners know better, from lived experience. In this new year, embrace the narrative of your business being operated by real people who serve real neighbors in real ways, with personality and charm that can’t be replaced by bots. This won’t be an easy race, but it’s worth running, whatever the odds.

In wishing you success in the local business year ahead, I’d like to close with the words of Wilma Rudolph, who overcame infantile paralysis caused by polio and went on to become an Olympic champion: “Never underestimate the power of dreams and the influence of the human spirit. We are all the same in this notion: The potential for greatness lives within each of us.”

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AI driving an exponential increase in marketing technology solutions



AI driving an exponential increase in marketing technology solutions

The martech landscape is expanding and AI is the prime driving force. That’s the topline news from the “Martech 2024” report released today. And, while that will get the headline, the report contains much more.

Since the release of the most recent Martech Landscape in May 2023, 2,042 new marketing technology tools have surfaced, bringing the total to 13,080 — an 18.5% increase. Of those, 1,498 (73%) were AI-based. 

Screenshot 2023 12 05 110428 800x553

“But where did it land?” said Frans Riemersma of Martech Tribe during a joint video conference call with Scott Brinker of ChiefMartec and HubSpot. “And the usual suspect, of course, is content. But the truth is you can build an empire with all the genAI that has been surfacing — and by an empire, I mean, of course, a business.”

Content tools accounted for 34% of all the new AI tools, far ahead of video, the second-place category, which had only 4.85%. U.S. companies were responsible for 61% of these tools — not surprising given that most of the generative AI dynamos, like OpenAI, are based here. Next up was the U.K. at 5.7%, but third place was a big surprise: Iceland — with a population of 373,000 — launched 4.6% of all AI martech tools. That’s significantly ahead of fourth place India (3.5%), whose population is 1.4 billion and which has a significant tech industry. 

Dig deeper: 3 ways email marketers should actually use AI

The global development of these tools shows the desire for solutions that natively understand the place they are being used. 

“These regional products in their particular country…they’re fantastic,” said Brinker. “They’re loved, and part of it is because they understand the culture, they’ve got the right thing in the language, the support is in that language.”

Now that we’ve looked at the headline stuff, let’s take a deep dive into the fascinating body of the report.

The report: A deeper dive

Marketing technology “is a study in contradictions,” according to Brinker and Riemersma. 

In the new report they embrace these contradictions, telling readers that, while they support “discipline and fiscal responsibility” in martech management, failure to innovate might mean “missing out on opportunities for competitive advantage.” By all means, edit your stack meticulously to ensure it meets business value use cases — but sure, spend 5-10% of your time playing with “cool” new tools that don’t yet have a use case. That seems like a lot of time.

Similarly, while you mustn’t be “carried away” by new technology hype cycles, you mustn’t ignore them either. You need to make “deliberate choices” in the realm of technological change, but be agile about implementing them. Be excited by martech innovation, in other words, but be sensible about it.

The growing landscape

Consolidation for the martech space is not in sight, Brinker and Riemersma say. Despite many mergers and acquisitions, and a steadily increasing number of bankruptcies and dissolutions, the exponentially increasing launch of new start-ups powers continuing growth.

It should be observed, of course, that this is almost entirely a cloud-based, subscription-based commercial space. To launch a martech start-up doesn’t require manufacturing, storage and distribution capabilities, or necessarily a workforce; it just requires uploading an app to the cloud. That is surely one reason new start-ups appear at such a startling rate. 

Dig deeper: AI ad spending has skyrocketed this year

As the authors admit, “(i)f we measure by revenue and/or install base, the graph of all martech companies is a ‘long tail’ distribution.” What’s more, focus on the 200 or so leading companies in the space and consolidation can certainly be seen.

Long-tail tools are certainly not under-utilized, however. Based on a survey of over 1,000 real-world stacks, the report finds long-tail tools constitute about half of the solutions portfolios — a proportion that has remained fairly consistent since 2017. The authors see long-tail adoption where users perceive feature gaps — or subpar feature performance — in their core solutions.

Composability and aggregation

The other two trends covered in detail in the report are composability and aggregation. In brief, a composable view of a martech stack means seeing it as a collection of features and functions rather than a collection of software products. A composable “architecture” is one where apps, workflows, customer experiences, etc., are developed using features of multiple products to serve a specific use case.

Indeed, some martech vendors are now describing their own offerings as composable, meaning that their proprietary features are designed to be used in tandem with third-party solutions that integrate with them. This is an evolution of the core-suite-plus-app-marketplace framework.

That framework is what Brinker and Riemersma refer to as “vertical aggregation.” “Horizontal aggregation,” they write, is “a newer model” where aggregation of software is seen not around certain business functions (marketing, sales, etc.) but around a layer of the tech stack. An obvious example is the data layer, fed from numerous sources and consumed by a range of applications. They correctly observe that this has been an important trend over the past year.

Build it yourself

Finally, and consistent with Brinker’s long-time advocacy for the citizen developer, the report detects a nascent trend towards teams creating their own software — a trend that will doubtless be accelerated by support from AI.

So far, the apps that are being created internally may be no more than “simple workflows and automations.” But come the day that app development is so democratized that it will be available to a wide range of users, the software will be a “reflection of the way they want their company to operate and the experiences they want to deliver to customers. This will be a powerful dimension for competitive advantage.”

Constantine von Hoffman contributed to this report.

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Mastering The Laws of Marketing in Madness



Mastering The Laws of Marketing in Madness

Mastering The Laws of Marketing in Madness

Navigating through the world of business can be chaotic. At the time of this publication in November 2023, global economic growth is expected to remain weak for an undefined amount of time.

However, certain rules of marketing remain steadfast to guide businesses towards success in any environment. These universal laws are the anchors that keep a business steady, helping it thrive amidst uncertainty and change.

In this guide, we’ll explore three laws that have proven to be the cornerstones of successful marketing. These are practical, tried-and-tested approaches that have empowered businesses to overcome challenges and flourish, regardless of external conditions. By mastering these principles, businesses can turn adversities into opportunities, ensuring growth and resilience in any market landscape. Let’s uncover these essential laws that pave the way to success in the unpredictable world of business marketing. Oh yeah, and don’t forget to integrate these insights into your career. Follow the implementation steps!

Law 1: Success in Marketing is a Marathon, Not a Sprint

Navigating the tumultuous seas of digital marketing necessitates a steadfast ship, fortified by a strategic long-term vision. It’s a marathon, not a sprint.

Take Apple, for instance. The late ’90s saw them on the brink of bankruptcy. Instead of grasping at quick, temporary fixes, Apple anchored themselves in a long-term vision. A vision that didn’t just stop at survival, but aimed for revolutionary contributions, resulting in groundbreaking products like the iPod, iPhone, and iPad.

In a landscape where immediate gains often allure businesses, it’s essential to remember that these are transient. A focus merely on the immediate returns leaves businesses scurrying on a hamster wheel, chasing after fleeting successes, but never really moving forward.

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A long-term vision, however, acts as the north star, guiding businesses through immediate challenges while ensuring sustainable success and consistent growth over time.

Consider This Analogy: 

Building a business is like growing a tree. Initially, it requires nurturing, patience, and consistent care. But with time, the tree grows, becoming strong and robust, offering shade and fruits—transforming the landscape. The same goes for business. A vision, perseverance, and a long-term strategy are the nutrients that allow it to flourish, creating a sustainable presence in the market.

Implementation Steps: 

  • Begin by planning a content calendar focused on delivering consistent value over the next six months. 
  • Ensure regular reviews and necessary adjustments to your long-term goals, keeping pace with evolving market trends and demands. 
  • And don’t forget the foundation—invest in robust systems and ongoing training, laying down strong roots for sustainable success in the ever-changing digital marketing landscape.

Law 2: Survey, Listen, and Serve

Effective marketing hinges on understanding and responding to the customer’s needs and preferences. A robust, customer-centric approach helps in shaping products and services that resonate with the audience, enhancing overall satisfaction and loyalty.

Take Netflix, for instance. Netflix’s evolution from a DVD rental company to a streaming giant is a compelling illustration of a customer-centric approach.

Their transition wasn’t just a technological upgrade; it was a strategic shift informed by attentively listening to customer preferences and viewing habits. Netflix succeeded, while competitors such a Blockbuster haid their blinders on.

Here are some keystone insights when considering how to Survey, Listen, and Serve…

Customer Satisfaction & Loyalty:

Surveying customers is essential for gauging their satisfaction. When customers feel heard and valued, it fosters loyalty, turning one-time buyers into repeat customers. Through customer surveys, businesses can receive direct feedback, helping to identify areas of improvement, enhancing overall customer satisfaction.


Engaging customers through surveys not only garners essential feedback but also makes customers feel valued and involved. It cultivates a relationship where customers feel that their opinions are appreciated and considered, enhancing their connection and engagement with the brand.

Product & Service Enhancement:

Surveys can unveil insightful customer feedback regarding products and services. This information is crucial for making necessary adjustments and innovations, ensuring that offerings remain aligned with customer needs and expectations.

Data Collection:

Surveys are instrumental in collecting demographic information. Understanding the demographic composition of a customer base is crucial for tailoring marketing strategies, ensuring they resonate well with the target audience.

Operational Efficiency:

Customer feedback can also shed light on a company’s operational aspects, such as customer service and website usability. Such insights are invaluable for making necessary enhancements, improving the overall customer experience.


Consistent surveying allows for effective benchmarking, enabling businesses to track performance over time, assess the impact of implemented changes, and make data-driven strategic decisions.

Implementation Steps:

  • Regularly incorporate customer feedback mechanisms like surveys and direct interactions to remain attuned to customer needs and preferences.
  • Continuously refine and adjust offerings based on customer feedback, ensuring products and services evolve in alignment with customer expectations.
  • In conclusion, adopting a customer-centric approach, symbolized by surveying, listening, and serving, is indispensable for nurturing customer relationships, driving loyalty, and ensuring sustained business success.

Law 3: Build Trust in Every Interaction

In a world cluttered with countless competitors vying for your prospects attention, standing out is about more than just having a great product or service. It’s about connecting authentically, building relationships rooted in trust and understanding. It’s this foundational trust that transforms casual customers into loyal advocates, ensuring that your business isn’t just seen, but it truly resonates and remains memorable.

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For instance, let’s talk about Oprah! Through vulnerability and honest connections, Oprah Winfrey didn’t just build an audience; she cultivated a community. Sharing, listening, and interacting genuinely, she created a media landscape where trust and respect flourished. Oprah was known to make her audience and even guests cry for the first time live. She had a natural ability to build instant trust.

Here are some keystone insights when considering how to develop and maintain trust…

The Unseen Fast-Track

Trust is an unseen accelerator. It simplifies decisions, clears doubts, and fast-forwards the customer journey, turning curiosity into conviction and interest into investment.

The Emotional Guardrail

Trust is like a safety net or a warm embrace, making customers feel valued, understood, and cared for. It nurtures a positive environment, encouraging customers to return, not out of necessity, but a genuine affinity towards the brand.

Implementation Steps:

  • Real Stories: Share testimonials and experiences, both shiny and shaded, to build credibility and show authenticity.
  • Open Conversation: Encourage and welcome customer feedback and discussions, facilitating a two-way conversation that fosters understanding and improvement.
  • Community Engagement: Actively participate and engage in community or industry events, align your brand with genuine causes and values, promoting real connections and trust.

Navigating through this law involves cultivating a space where authenticity leads, trust blossoms, and genuine relationships flourish, engraving a memorable brand story in the hearts and minds of the customers.

Guarantee Your Success With These Foundational Laws

Navigating through the world of business is a demanding odyssey that calls for more than just adaptability and innovation—it requires a solid foundation built on timeless principles. In our exploration, we have just unraveled three indispensable laws that stand as pillars supporting the edifice of sustained marketing success, enabling businesses to sail confidently through the ever-shifting seas of the marketplace.

Law 1: “Success in Marketing is a Marathon, Not a Sprint,” advocates for the cultivation of a long-term vision. It is about nurturing a resilient mindset focused on enduring success rather than transient achievements. Like a marathon runner who paces themselves for the long haul, businesses must strategize, persevere, and adapt, ensuring sustained growth and innovation. The embodiment of this law is seen in enterprises like Apple, whose evolutionary journey is a testament to the power of persistent vision and continual reinvention.

Law 2: “Survey, Listen, and Serve,” delineates the roadmap to a business model deeply intertwined with customer insights and responsiveness. This law emphasizes the essence of customer-centricity, urging businesses to align their strategies and offerings with the preferences and expectations of their audiences. It’s a call to attentively listen, actively engage, and meticulously tailor offerings to resonate with customer needs, forging paths to enhanced satisfaction and loyalty.

Law 3: “Build Trust in Every Interaction,” underscores the significance of building genuine, trust-laden relationships with customers. It champions the cultivation of a brand personality that resonates with authenticity, fostering connections marked by trust and mutual respect. This law navigates businesses towards establishing themselves as reliable entities that customers can resonate with, rely on, and return to, enriching the customer journey with consistency and sincerity.

These pivotal laws form the cornerstone upon which businesses can build strategies that withstand the tests of market volatility, competition, and evolution. They stand as unwavering beacons guiding enterprises towards avenues marked by not just profitability, but also a legacy of value, integrity, and impactful contributions to the marketplace. Armed with these foundational laws, businesses are empowered to navigate the multifaceted realms of the business landscape with confidence, clarity, and a strategic vision poised for lasting success and remarkable achievements.

Oh yeah! And do you know Newton’s Law?The law of inertia, also known as Newton’s first law of motion, states that an object at rest will stay at rest, and an object in motion will stay in motion… The choice is yours. Take action and integrate these laws. Get in motion!

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Intro to Amazon Non-endemic Advertising: Benefits & Examples



Intro to Amazon Non-endemic Advertising: Benefits & Examples

Amazon has rewritten the rules of advertising with its move into non-endemic retail media advertising. Advertising on Amazon has traditionally focused on brands and products directly sold on the platform. However, a new trend is emerging – the rise of non-endemic advertising on this booming marketplace. In this article, we’ll dive into the concept of non-endemic ads, their significance, and the benefits they offer to advertisers. This strategic shift is opening the floodgates for advertisers in previously overlooked industries.

While endemic brands are those with direct competitors on the platform, non-endemic advertisers bring a diverse range of services to Amazon’s vast audience. The move toward non-endemic advertising signifies Amazon’s intention to leverage its extensive data and audience segments to benefit a broader spectrum of advertisers.

Endemic vs. Non-Endemic Advertising


Let’s start by breaking down the major differences between endemic advertising and non-endemic advertising… 

Endemic Advertising

Endemic advertising revolves around promoting products available on the Amazon platform. With this type of promotion, advertisers use retail media data to promote products that are sold at the retailer.

Non-Endemic Advertising

In contrast, non-endemic advertising ventures beyond the confines of products sold on Amazon. It encompasses industries such as insurance, finance, and services like lawn care. If a brand is offering a product or service that doesn’t fit under one of the categories that Amazon sells, it’s considered non-endemic. Advertisers selling products and services outside of Amazon and linking directly to their own site are utilizing Amazon’s DSP and their data/audience segments to target new and relevant customers.

7 Benefits of Running Non-Endemic Ad Campaigns


Running non-endemic ad campaigns on Amazon provides a wide variety of benefits like:

Access to Amazon’s Proprietary Data: Harnessing Amazon’s robust first-party data provides advertisers with valuable insights into consumer behavior and purchasing patterns. This data-driven approach enables more targeted and effective campaigns.

Increased Brand Awareness and Revenue Streams: Non-endemic advertising allows brands to extend their reach beyond their typical audience. By leveraging Amazon’s platform and data, advertisers can build brand awareness among users who may not have been exposed to their products or services otherwise. For non-endemic brands that meet specific criteria, there’s an opportunity to serve ads directly on the Amazon platform. This can lead to exposure to the millions of users shopping on Amazon daily, potentially opening up new revenue streams for these brands.

No Minimum Spend for Non-DSP Campaigns: Non-endemic advertisers can kickstart their advertising journey on Amazon without the burden of a minimum spend requirement, ensuring accessibility for a diverse range of brands.

Amazon DSP Capabilities: Leveraging the Amazon DSP (Demand-Side Platform) enhances campaign capabilities. It enables programmatic media buys, advanced audience targeting, and access to a variety of ad formats.

Connect with Primed-to-Purchase Customers: Amazon’s extensive customer base offers a unique opportunity for non-endemic advertisers to connect with customers actively seeking relevant products or services.

Enhanced Targeting and Audience Segmentation: Utilizing Amazon’s vast dataset, advertisers can create highly specific audience segments. This enhanced targeting helps advertisers reach relevant customers, resulting in increased website traffic, lead generation, and improved conversion rates.

Brand Defense – By utilizing these data segments and inventory, some brands are able to bid for placements where their possible competitors would otherwise be. This also gives brands a chance to be present when competitor brands may be on the same page helping conquest for competitors’ customers.

How to Start Running Non-Endemic Ads on Amazon


Ready to start running non-endemic ads on Amazon? Start with these essential steps:

Familiarize Yourself with Amazon Ads and DSP: Understand the capabilities of Amazon Ads and DSP, exploring their benefits and limitations to make informed decisions.

Look Into Amazon Performance Plus: Amazon Performance Plus is the ability to model your audiences based on user behavior from the Amazon Ad Tag. The process will then find lookalike amazon shoppers with a higher propensity for conversion.

“Amazon Performance Plus has the ability to be Amazon’s top performing ad product. With the machine learning behind the audience cohorts we are seeing incremental audiences converting on D2C websites and beating CPA goals by as much as 50%.” 

– Robert Avellino, VP of Retail Media Partnerships at Tinuiti


Understand Targeting Capabilities: Gain insights into the various targeting options available for Amazon ads, including behavioral, contextual, and demographic targeting.

Command Amazon’s Data: Utilize granular data to test and learn from campaign outcomes, optimizing strategies based on real-time insights for maximum effectiveness.

Work with an Agency: For those new to non-endemic advertising on Amazon, it’s essential to define clear goals and identify target audiences. Working with an agency can provide valuable guidance in navigating the nuances of non-endemic advertising. Understanding both the audience to be reached and the core audience for the brand sets the stage for a successful non-endemic advertising campaign.



Amazon’s venture into non-endemic advertising reshapes the advertising landscape, providing new opportunities for brands beyond the traditional ecommerce sphere. The  blend of non-endemic campaigns with Amazon’s extensive audience and data creates a cohesive option for advertisers seeking to diversify strategies and explore new revenue streams. As this trend evolves, staying informed about the latest features and possibilities within Amazon’s non-endemic advertising ecosystem is crucial for brands looking to stay ahead in the dynamic world of digital advertising.

We’ll continue to keep you updated on all things Amazon, but if you’re looking to learn more about advertising on the platform, check out our Amazon Services page or contact us today for more information.

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