General

1. What results should I expect from the service?
2. How many leads will I get?
3. How long will it take to get started?
4. What comes first, second, third…?
5. How do I choose a good domain?
6. How long will it take before I start seeing results?
7. Do I have to do anything, or do you do everything?
8. Does this kind of marketing work in our industry?
9. Do you have proof that it works?
10. How do I keep track of what you are doing for me?
11. Who do I contact for help?

Social Media

1. What profiles do you set up?
2. What if I already have those profiles?
3. What if I want to make changes to them?
4. How often do you update them?
5. What is the content used to do updates?
6. What if I want to add my own thoughts/content?
7. What if I don’t like something that was posted by Kutenda?
8. Do you post to LinkedIn?
9. What don’t you do XYZ?
10. Do you work to add fans and followers for me?
11. How can I add fans and followers?
12. Why should I even do social media?
13. Does social media work in our industry?
14. What happens to my profiles if I cancel the service?
15. Will this generate leads?
16. Can I approve or customize posts prior to them going live?
17. Can I choose what times the Tweets/Facebook posts are sent?
18. What are the benefits to using a subdomain for my blog?
19. Do you have my Facebook login?
20. Isn’t Social Media just a fad?
21. Why are my Facebook and Twitter posts the same?
22. What IP address should I point my blog to?

Email Marketing

1. How often are campaigns sent?
2. What is the content of the campaigns?
3. What if I want to make changes to the campaigns?
4. What if I want to send my own email campaigns?
5. How do I approve a campaign to be sent?
6. When do I have to approve it by?
7. What if I am late?
8. What do I do if I absolutely do not want a campaign to be sent?
9. How do I upload my list?
10. What if I don’t have a list?
11. How do I build my list?
12. What do I need to do to get started?
13. How long will that take? (Automated)
14. What should my expectations be in for open rates, click-through rates, etc.?
15. What happens to the campaign content if I cancel the service? Can I take copies of the campaigns with me?
16. How many leads will I get from the campaigns?
17. What happens after 6 months of scheduling emails?
18. What happens when someone unsubscribes?
19. You sent an email to a list I bought from you and they told me I was spamming them. Why?
20. How are my campaigns different than another of your partners in my area?
21. How do I see my results?
22. Why didn’t people click on the link?
23. I see people clicking but not filling out the form. Why?
24. Do you keep my contacts private?
25. What kind of changes should/can I make to my email templates?
26. What is a suspect/prospect/client?
27. Do I want to enable lead scoring?

Websites

1. What if I already have a website?
2. Is the site you build a template?
3. How long will it take to build it?
4. Can I use my existing domain name?
5. Will it look like everyone else’s site?
6. What if I don’t like it?
7. What if I want to make changes?
8. Does it support PHP? Flash? XYZ?
9. Will my site be ranked on page one of Google?
10. Do you do SEO for my site?
11. What happens to my site if I cancel my service?
12. How many leads will my site get?
13. When will I see SEO results?
14. How do I access the analytics?
15. What do the analytics mean?
16. Why can’t I find my website when I search on Google?
17. Can I add video to my website? Where?
18. How did you choose my keywords?
19. What if I want to change my keywords?
20. Will you change my website if I am rebranding my company?
21. Can you make me a new logo?
22. What if I want to change the images on the site?
23. Can I add my own images?
24. How can I change the offer (associated with the form) on the page?
25. What are Key/Secondary Directories?
26. What is Local Citation?
27. What if the site I have currently is written in PhP, ASP.NET, etc…will I lose my link building efforts?
28. Does Kutenda host my email?
29. Who hosts the website?

General

1. What results should I expect from the service?

The objectives of our service is to affordably increase your visibility in the marketplace, stay in consistent contact with your audience through professional marketing campaigns, and get you engaged in more conversations with appropriate prospects.

The specific tactics of how we do this are constantly changing based on what we find is working in the marketplace, but the fundamentals are consistent:

• Website, blogs, and content to increase web visibility
• Social media to increase web visibility, create relationships, and enhance your search rankings
• Professional email campaigns to constantly nurture your list
• Telemarketing support to assist with getting you direct conversations with prospects

The results you should expect are increased web and social media visibility, consistently executed professional marketing campaigns, and – over time – more sales opportunities.

2. How many leads will I get?

We cannot guarantee you a specific number of leads as this depends on a wide variety of factors:

• Do you currently have a list of prospects?
• How large is it?
• Have you done any nurturing of it?
• Do you currently have a website?
• Has it been designed for ranking with search engines?
• How is it currently doing?
• How competitive is your market?
• What is your current reputation in your market?

These factors will play a large part in the success of marketing your business – particularly in the short term. Marketing is a long-term investment, and we can assure you that over time you will have more success with Kutenda than you would without.

3. How long will it take to get started?

Once you have signed up, a survey is sent to you to get you started. The information you provide in this survey is critical to getting your services launched successfully and completely. Your social media engagement begins almost immediately after completing your survey.

Within 48 hours of completing the survey you will receive an invitation to join Basecamp, the tool we use to manage the service delivery milestones associated with your account. Within 48 hours of your Basecamp invitation you will receive correspondence from our service team concerning your account and illustrating next steps and timelines.

4. What comes first, second, third…?

• After you have completed the survey you will receive an email with information on accessing Basecamp, our project management tool.
• At this same time your social media begins
• The next step in the process will be your website creation
• After the website has gone live your email campaigns will begin

The results you should expect are increased web and social media visibility, consistently executed professional marketing campaigns, and – over time – more sales opportunities.

5. How do I choose a good domain?

When choosing a new domain you may want to consider the below:

• Is easy to spell, remember, and find
• Suggests the nature of your product or service
• Uses a geographic modifier relevant to your location – ITCompanyDenver.com
• Serves as a strong trademark so competitors won’t be able to use a business name or domain name similar to it
• Is free of legal conflicts with trademarks belonging to other businesses.
• Has a good extension-try to use a .com, because it is more tested than sites with other extensions
• Is short and sweet
• Uses descriptive key words that describe your business – Coloradocomputerrepair.com
• Is free of numerical or non alphabetical characters – unless these are contained in your brand identity

6. How long will it take before I start seeing results?

This depends on a variety of factors, primarily how quickly you complete your survey and how much you are willing to engage to get the service rolling. We will start working on your account immediately, so you will begin to see social media profiles, requests to enter Basecamp and initial website creation within a week.

7. Do I have to do anything, or do you do everything?

The time spent by partners varies widely based on their resources, but we know that the more you engage with your marketing and Kutenda, the better.

Initially, there are a few activities that are critical for you to engage in as quickly as possible:

• Completion of the initial survey
• Review and approval of your website
• Uploading of your contacts and selection of your email campaign calendar

We highly encourage that all partners stay engaged with Kutenda over time and contribute to the marketing success of your company.

You can do this by:

• Fine-tuning the content on your site, newsletter, and email campaigns to reflect the personality of your company
• Participating in blogging and social media on a regular basis – adding your own personal touch to the work Kutenda is doing
• Continuing to grow your organic list by adding contacts to the Kutenda database frequently

8. Does this kind of marketing work in our industry?

We base our marketing on proven strategies within this industry. The founder of our company was also the founder of Everon Technology Services, LLC, a very successful nationwide MSP that was known for its sales and marketing.

9. Do you have proof that it works?

Yes, we have testimonials available from clients who have had success with our marketing strategy. We also have the ten-year track record of our founder.

However, we always stress that the results Kutenda gets on behalf of your business will be largely dependent on you.

• How good is your service?
• How marketable are you?
• What else are you doing to be the preferred provider in your marketplace?
• How good are you at selling?

We can’t build your business for you, but we can give you a solid marketing foundation for you to build upon.

10. How do I keep track of what you are doing for me?

We use a project management tool called Basecamp. This is where you can see the activities of our team.

11. Who do I contact for help?

Our team is always here to help! We encourage you to contact our Services Team in the manner that is most convenient for you.

If you don’t know the specific team you need to speak with, or have a general question, please email support@kutenda.com or call 303.416.4770.

If you know the specific team you would like to speak with please, reference the numbers below:

• Web Team: 303.416.4730 or 303.416.4706
• Email Team: 303.416.4711 or 303.416.4702
• Social Media Team: 303.416.4715 or 303.416.4716
• Technical Support: 303.416.4770
• Services Team (onboarding): 303.416.4708

Social Media

1. What profiles do you set up?

Our current social media plan is designed to help increase your web presence in the most efficient way possible. Of the social media outlets available, we make sure to utilize only the most consistent and popular options in order to reach a broader audience base and simultaneously implement a valuable digital marketing strategy. We work primarily with YouTube, Facebook, Twitter, and we use the platform, WordPress, as they are the most widely used of their respective social media. Though we create subsequent accounts through other social media providers, we believe that those, which we utilize most often, are the most effective.

Accounts we set up:

• Twitter
• Facebook
• Tumblr
• Posterous
• WordPress Blog
• YouTube
• Metacafe
• Dailymotion

(You will be able to access these accounts with the username and passwords set up for each profile.)

2. What if I already have those profiles?

In most cases, we can post to your existing accounts. You will be asked for the login information to any existing accounts that you have when you sign up with Kutenda. We will contact you if we need for you to change any settings to enable us to be able to post to your accounts.

3. What if I want to make changes to them?

Feel free to make any changes to your accounts, but we would ask that you inform us of those changes so that we can ensure that all the settings and connections are still set up properly so that we can access and post to these accounts.

4. How often do you update them?

We post 3 times a day to your Twitter and Facebook accounts, 2 times a week to your blog, and approximately every other month to your video accounts. Though it may look like a lot of posts on your feed, your fans and followers will only see those posts for a short amount of time since people and companies are constantly posting new things to their pages, which show up on their followers’, friends’, and mutual friends’ feeds and only stay at the top of their feed for a few minutes. We want to make sure that your company’s name is showing up on your followers’ feed a few times a day so it does not get lost amongst all of the other posts.

5. What is the content used to do updates?

Your social media content is meant to demonstrate your personality, professionalism, and knowledge. We post about a variety of general managed IT, technology, and small business related topics set your company up as a resource for your fans and followers for all things tech and business related. By posting on a broader range of subjects, you are able to reach people you typically would not if you were only posting about the services and products you offer, and fans and followers will see that you have a wide range of knowledge in your industry.

6. What if I want to add my own thoughts/content?

In addition to our posts, we highly encourage you to post to your Twitter, Facebook, video, and blog accounts with more personalized updates on your company, upcoming offers or events, articles you find interesting, etc., so that you create a more personalized feed and are also keeping your followers and fans up to date with what is happening with your company. Adding your own personality to the mix will make your marketing even more effective.

7. What if I don’t like something that was posted by Kutenda?

You have access to all of your accounts and are more than welcome to delete or edit any content you wish.

8. Do you post to LinkedIn?

We do not currently update or post to any kind of LinkedIn profile. However, we do anticipate that in the future we will post to company profiles on LinkedIn.

9. What don’t you do XYZ?

Our current social media plan is designed to help increase your web presence in the most efficient way possible, keeping effectiveness and affordability a priority. Of the social media outlets available, we make sure to utilize only the most consistent and popular options in order to reach a broader audience base and implement a more valuable digital marketing strategy. We work primarily with YouTube, Facebook, Twitter and WordPress, as they are the most widely used of their respective social mediums. Though we create subsequent accounts through other social media providers, we believe that those, which we utilize most often, are the most effective.

10. Do you work to add fans and followers for me?

We do not currently actively work to add fans and followers for you. We will add prominently displayed social media icons to both your site and blog so that visitors see the option to follow you. The best way to increase followers is to maintain a bigger online presence so that people know you are there and also to engage with those followers. We strategically post 3 times daily so that your company shows up consistently in your followers’ feeds and they do not get lost amongst all of the other posts.

11. How can I add fans and followers?

Tips to increase Facebook Page fan base:

• Invite all of your personal friends on Facebook to become a fan of your page, and then ask them to invite their friends to like the page. You will begin to pop up on more people’s news feeds, which helps to broaden your online presence on Facebook.
• Add the URL to your Facebook page to your email signature to encourage people to follow you on Facebook.
• Send out an email invitation to your clients or opt-in subscribers to like your page.
• Add a link to your personal profile so your friends can easily find the page and like it.
• Use the @tag in your personal Facebook status updates. As long as you are a fan of your page, you can update your personal status to include a link to your page so your friends will see it on their feed. (When you log in to Facebook and then navigate to your Page, you are able to post a status/update. In this field type the @ symbol directly followed by the company or individual you would like to “tag” in the post. As you type, contacts will show in a dropdown for you to choose from. Simply click the contact you would like and there you go!)
• Invite other business professionals you meet to like your page on Facebook and return the favor. Also, it is a good idea to comment on other professional’s pages and use the @tag so there is a link to your page.
• Promote your page with Facebook Ads

Tips to increase Twitter followers:

• Engage your audience and make people aware of your existence. To make people aware of your existence, you should follow other people in your niche and engage in healthy discussions, which would make people click on your profile link and give you some exposure.
• Return the favor! Once someone follows you, you should follow his or her feed in return. You can build up relationships with people related to your niche as it helps you build up your network. This is a great tactic to invite people to follow you, as they know they will be earning a follower too. So, if you follow me, I’ll follow you too. **Following everyone could be distracting for many, so we would suggest: be your own boss here and decide if you wish to follow everyone who follows you or follow only selected people.
• Use the URL to your Twitter profile in your email signature and in other communications so that people can click on the link and follow you. You can also add this link onto your business cards if you want to extend your presence offline for your clients and contacts.

Blogging Best Practices

• Keep it short…or at least use short paragraphs. Writing with brevity will increase your odds of capturing the reader’s attention for the entire article. Being too long winded or using formatting that does not help the eye flow down the page can cause you to lose your readers quickly.
• Blog about what you know. You know you company inside and out, so tell the world about it! It’s important to have a personal presence online. Our content is general small business technology related, so you should bring your flavor to the mix by posting more personalized posts.
• Engage your readers! As with all social media, it’s important to engage in conversation with your followers. Social Media is social…so get out there and mingle!

12. Why should I even do social media?

We do not currently view Kutenda’s social media services as a direct lead generation strategy for our partners, but rather as a part of a broader web visibility strategy. The most critical reason for our social media services is for improved search engine rankings – the search engines are increasingly using social media presence in their ranking factors.

That being said, social media can certainly be used as a direct lead generation strategy if you take the initiative to do so. Some of the benefits of using social media are that it:

• is inexpensive or FREE
• can be used for link building
• is now being used to determine search engine ranking
• allows for mass communication as well as the ability to communicate in a personal way with your followers
• creates a bigger online presence
• generates website traffic
• creates greater brand awareness
• gives your company a more “personal” feel
• results in higher lead quality
• is useful for candid product/service feedback

Social Media is a fast growing market that helps businesses communicate to a selective and willing audience. Success with social media will likely increase the number of inbound links you receive, which will boost your search engine rankings and drive click-through traffic to your site. These are generally high quality traffic sources, being that the audience reached through social media has chosen to view your content (unlike traditional marketing such as radio ads, which play to everyone listening to the radio).

This medium is exactly how it sounds: social. The more involved you are with your social media the more effective it will be. Creating a dialogue between you and your consumer will increase brand loyalty and make customers who will return to and remain in your service. The future of the Internet is social. This is a trend that online marketers must adjust to. Without finding a way to effectively utilize social media, you might risk being left behind by your competitors.

13. Does social media work in our industry?

We don’t expect that social media is an effective stand-alone marketing strategy for our clients; we see it as part of a bigger picture. The way people and businesses find information about service providers has certainly become more web-based, and social media is an increasingly important part of the equation.

14. What happens to my profiles if I cancel the service?

Your accounts are yours to keep, apart from the blog. Upon cancellation, we will discontinue posting or maintaining your accounts.

15. Will this generate leads?

It is possible that your social media effort can generate leads. We have had many partners have great success from Facebook and increased website traffic driven from their blog and Twitter feeds. Ultimately, your goals are to drive people to your website and have them fill out a form, or to pick up the phone and call you. Anything you can do to promote your presence online will help you reach this goal. While your end goal is not just for Facebook fans, Twitter followers, blog subscribers, etc., gaining a strong following online can help you grow your online presence and demonstrate that your firm is a knowledgeable resource.

It is critical to keep in mind that social media presence is now considered an important factor in determining how your website is ranked in the search engines. For this reason, your social media presence should be consistently updated.

16. Can I approve or customize posts prior to them going live?

Unfortunately, we cannot create custom posts for our partners or hold them for approval. We use a third party application to randomize our posts so that no partner has the same content. We do not have the manpower to customize posts for our partners, and the turn-around time for edits would make any time sensitive information irrelevant. We encourage any feedback and suggestions that you have for other content ideas.

17. Can I choose what times the Tweets/Facebook posts are sent?

Unfortunately, at this time, we cannot customize the timing of our posts.

18. What are the benefits to using a subdomain for my blog?

There are many benefits to using a subdomain for your blog: the industry standard being blog.website.com. First, the setup of a subdomain is free so there’s no additional cost of procuring a new domain. Since you’ve already purchased your URL you need only to create the record in your DNS settings

19. Do you have my Facebook login?

No. Facebook Pages are linked to a personal account. You simply give us administrative access to the Facebook page, and we have no access to your personal account or information.

20. Isn’t Social Media just a fad?

No. Social media is here to stay!

21. Why are my Facebook and Twitter posts the same?

Your Twitter account is connected to your Facebook page to allow automated post from Twitter to Facebook. Essentially, if something is posted on Twitter it will automatically update Facebook with that same information. This is good because:

• It easily increases content in two different outlets
• There is strong consistency in your online messaging
• Allows the information to be seen by two different audiences
• Increases the opportunity for your Internet audience to communicate with you via these social media outlets.

22. What IP address should I point my blog to?

64.62.133.232

Email Marketing

1. How often are campaigns sent?

Kutenda will produce the content for four different campaigns each month. The Newsletter campaign is sent out in the first few days of the month. The Promotional campaign, which is a series of four emails highlighting one product or service, will be sent during the first full two weeks of the month. The Direct Engagement campaign is sent out during the third week of the month and the Referral Campaign is sent out the last week of the month. For a calendar of upcoming campaign release dates, as well as samples and descriptions of each campaign type, click here: https://sites.google.com/site/emailcampaignscalendar

2. What is the content of the campaigns?

The Newsletter campaign is designed to nurture relationships with your contacts and position you as an expert and go-to person for all things small business and technology-related. These campaigns will have a friendly introduction and interesting educational articles which link back to your Kutenda Ignite site.

The Promotional campaign is a series of four emails highlighting one service or product you offer. For this campaign we use a problem-solution format. It will highlight pain points for potential customers and stress the importance of utilizing your services.

The Direct Engagement is a simple, yet highly effective campaign encouraging your contacts to reach out and get in touch with you. It is a more informal, personal email.

The Referral campaign is a short, personal email sent to your clients asking for referrals to help you grow your business.

3. What if I want to make changes to the campaigns?

You will be able to make certain changes to your campaigns up to 24 hours before their scheduled release. If you choose to make changes, we strongly urge you to send a test version of the revised message to yourself prior to release.

DO NOT attempt to replace your logo in any template – this is set up as a dynamic field and will not work if altered in any way. If you need assistance in making edits to your templates, please contact Kutenda Support at support@kutenda.com or call 303-416-4770.

4. What if I want to send my own email campaigns?

You are able to send your own campaigns using the Kutenda email tool. There will be templates available for your use or you have the option to create your own. You can find all the Kutenda templates in the ‘My Email Marketing’ tab under ‘Email Templates’. These campaigns require a different set-up process than your automated campaigns, so please make sure to view our training videos. Below is the link to view our training video on creating an email campaign.

http://vidego.multicastmedia.com/player.php?p=ql1oz3b1

5. How do I approve a campaign to be sent?

You will be sent a preview email of each campaign you schedule for each month. Three previews will be sent to you before the campaign’s scheduled release. If you would like to make any edits to the campaign, please make sure to do so at least 24 hours before the campaign’s scheduled release. To view the campaign schedule please visit https://sites.google.com/site/emailcampaignscalendar

6. When do I have to approve it by?

If you have no changes, no action needs to be taken on your part. If you have changes you would like to make, these must be done at least 24 hours before its scheduled release.

7. What if I am late?

Emails are loaded in a queue 24 hours in advance. After that time, it is extremely difficult to remove them or make any changes. We cannot guarantee that a campaign will be successfully canceled or that the edits you made less than 24 hours before the campaign’s release will save.

8. What do I do if I absolutely do not want a campaign to be sent?

If you decide to cancel a campaign for any reason, please delete it from your account or contact us at least 24 hours in advance of release; after this time, emails are already loaded in the queue and it is extremely difficult or impossible to remove them.

9. How do I upload my list?

In order for your list to be uploaded, it must first be formatted as a .csv file, and all contacts must be identified as a Suspect, Prospect, or Client (S, P, or C).

• Suspects: Contacts who probably don’t know who you are (more of a “blind lead”) and have not expressed interest in your type of services
• Prospects: Contacts who may have heard of you or expressed interest in your services but are not yet your clients
• Clients: Contacts who are using your services

Please use the sample .csv file we provide to set up your contact list. You can find the sample .csv file here: https://sites.google.com/site/emailteaminfo/home.

Once your list is ready, you can upload it to the ‘My Sales Center’ tab under ‘Manage Leads’. For step-by-step instructions on how to do this, please view our short training videos found at http://kutenda.com/email.

If you use a Mac, you will need to save your file as a Windows Comma Separated .csv before you upload.

10. What if I don’t have a list?

“A journey of a thousand miles begins with a single step.”
– Confucius

No problem — you have to start somewhere! Begin to build your list by first entering your current clients and their information. Look for that old rolodex or place you keep business cards you have collected throughout the years and add some of those people to your list. Kutenda also has lists of verified contacts available for purchase. For more information about purchasing a list, please contact sales@kutenda.com

11. How do I build my list?

There are numerous things you can do to build your list. Here are a few of our favorites!

• Include a link where people can subscribe to your emails in your email signature, on your Facebook Fan Page, LinkedIn page, blog, etc.
• Include the same link in your employees’ email signatures, too.
• If you target specific industries, industry directories are a great place to look for contacts – send them an email!
• Add sign-up messages to invoices or in confirmation/transaction emails.
• Make it a habit to collect business cards from people you meet at trade shows, seminars, etc., and immediately add them to your Kutenda database.
• Employ a reputable email list service to obtain a list of suspects you can email market to. Kutenda offers lists of verified contacts available for your purchase. If interested, please contact sales@kutenda.com.

12. What do I need to do to get started?

There are three steps needed to complete the email automation set-up. First, you will need to set up your email settings, which can be found under the ‘My Email Marketing’ tab in the Kutenda Tool. The next step is to select which campaigns you would like to have sent out each month. You are able to schedule your email campaigns for up to 6 months in advance. The last step is to upload your contact list as a .csv file to the ‘My Sales Center’ tab under ‘Manage Leads’. For step-by-step video instructions, please visit http://kutenda.com/email.

13. How long will that take? (Automated)

Completing your email settings and selecting your campaigns on your calendar should not take more than 20 minutes. Creating and uploading your .csv file of contacts takes some time, but once it’s complete, this file becomes an invaluable tool for all your business marketing. The amount of time spent putting this list together depends on the number of contacts you have.

14. What should my expectations be in for open rates, click-through rates, etc.?

Our average open and click-through rates are 10% for opens and 4% for clicks. It is important to keep in mind that there are a number of factors that contribute to individual open and click through rates, including:

• Quality of your list: Did you just buy a list and upload only those contacts?
• Do you have a verified list uploaded?
• Do you have an opt-in list?
• How many people are you sending your campaign to?
• How many campaigns are you sending per month to these contacts? Are your emails bogging them down?
• What is your general reputation with your list members? Do they trust you and see you as a valuable resource?

15. What happens to the campaign content if I cancel the service? Can I take copies of the campaigns with me?

Any campaigns that you sent before the cancellation are yours to take with you.
The content is located within the Email Marketing Tab under the Templates. To download your templates, you will need to copy the html code.

16. How many leads will I get from the campaigns?

Kutenda does not guarantee you a certain number of leads from our marketing efforts. We provide you with all of the essentials for a successful marketing experience, but performance varies according to a large number of factors. You will be notified each time someone fills out a form on your website, so you want to make sure to quickly follow up with those people.

To ensure you are getting the most out of your email campaigns, please make sure to closely follow your reporting after each campaign is sent out. Look at the people who are opening the email and clicking through but not filling out the web form. Since they are opening the email and clicking through it, they are obviously somewhat interested, so it is a good idea to follow up with a more personal email or phone call to see if you can be of service to them.

17. What happens after 6 months of scheduling emails?

The email calendar is a 6-month rolling calendar. Once a month is completed, you can go into the calendar and set up the new month that shows on the calendar.

18. What happens when someone unsubscribes?

The unsubscribe feature ensures that anyone who has requested removal will be removed from your lists and will not receive any further emails from our system.

19. You sent an email to a list I bought from you and they told me I was spamming them. Why?

Every email campaign sent by Kutenda on your behalf is in compliance with the CAN-SPAM Act of 2003. In the footer of each email, the recipient can find an unsubscribe link which will remove them from your email list. Regardless — and unfortunately — if you send a large number of emails, there is a chance someone will complain of spam.

Why are you sending spam on my behalf?
Kutenda does not send Spam. All of our email campaigns are in compliance with the CAN-SPAM act of 2003. Depending on the level of security of your recipients’ email server, our emails may be caught in their spam filters.

A quick and basic lesson on how spam filters work: Spam filters search for certain “spammy” words or images in your email messages. Each message is given a different score. Your total score determines whether or not your message is blocked.

Kutenda maintains multiple relationships with email deliverability experts to ensure that we reduce the risk of our campaigns being perceived as spam and ensure the highest rates of deliverability.

20. How are my campaigns different than another of your partners in my area?

Each of our partners selects the campaigns they want to use, and this will vary from partner to partner. However, there is a chance that you will select the same campaigns as someone else and they will not be different at all except for contact/company information. That being said, the chances of a prospect getting the same email from multiple providers is still low for the following reasons:

• It is unlikely that the prospect is on both of your email marketing lists
• Even if they are, it’s very unlikely they’ll see both – keep in mind that good open rates are only 10%
• If they do happen to see multiples of the same email, it is even more unlikely that they’ll take the time to confirm that they got multiples from different people – they just won’t take the time!

21. How do I see my results?

After each campaign, you will be able to track your results by viewing a full report in the Kutenda tool. The report will include bounces, unsubscribes, opens and clicks. To access your campaign reports, click ‘View Reports’ which can be found under the ‘My Email Marketing’ tab.

22. Why didn’t people click on the link?

People choose to open and click through an email for a variety of reasons. There are a number of things that could have contributed to them not opening or clicking on your email. They may be someone who only opens emails from senders they are familiar with, they may have felt the information you were providing them with was not relevant to them, they may have not had any time to open or go through your email when it arrived in their inbox, etc.

23. I see people clicking but not filling out the form. Why?

There are a number of factors that can contribute to someone opening and clicking through your email but not filling out the web form. They may not have had time to fill out the form, they may not want to be added to another list, or they may prefer to call instead of completing a form.

24. Do you keep my contacts private?

Yes, we do not sell or make any partner list public, or use it for any means other than marketing your business.

25. What kind of changes should/can I make to my email templates?

We suggest only text changes should be made to your email templates. You can change links to articles if you so choose, but ensure you are using absolute links and not relative links when reestablishing the link.

26. What is a suspect/prospect/client?

Suspects: Contacts who probably don’t know who you are (more of a “blind lead”) and have not expressed interest in your type of services
Prospects: Contacts who may have heard of you or expressed interest in your services but are not yet your clients
Clients: Contacts who are using your services

27. Do I want to enable lead scoring?

Yes. Lead scoring allows you to be contacted immediately via email if one of your contacts reaches a level set by you. For instance, you can assign a value of 5 points if someone opens an email and 10 points if they click through and fill out a form on your site. Then you can set a notification level – for instance, a level of 15 – and you will automatically get an email notification with the point level and contact.

If you do not want to receive a notification each time a contact opens your email, be sure to set your lead score higher than 5.

Websites

1. What if I already have a website?

If you already have a website, you have two options regarding the Kutenda Ignite site.

a. (Recommended) You can make a subdomain of your original URL (e.g. msp.yourcompany.com) and then have the Kutenda site on this URL. The advantage of this is to drive all your leads to this site, as it explains your services well in an environment that’s prone to lead generation (e.g. collecting information through forms). That way, current customers can still access your current site for customer portals or any custom scripts you may have hosted on that site, while new customers only see the lead friendly language on the Kutenda site.

b. You can have the Kutenda site replace your current site. With this option you will not lose your old site, but it will no longer be live on the Internet. This action may increase or reduce search ranking due to new information being added to the URL.

2. Is the site you build a template?

The layout of the site (link locations, general look / feel) is pre-made in a template, which we created for lead generation. We customize the site to match your logo / theme as best we can to work with the template setup, but to still ensure usability.

We’ve created the content of the site in a way in which no two websites will ever be the same. While the content is pre-written, we customize it to ensure that the content comes out unique for your business.

3. How long will it take to build it?

The site normally takes a few weeks to complete from the time you have filled out the survey. Completion of the site includes a QA process in which we ensure the functionality of the website. If you request extensive edits, this will delay the completion of your website as well as other important marketing activities.

4. Can I use my existing domain name?

Yes, though if you already have a site sitting on this domain, the Kutenda site will either have to replace this site, or be built on a subdomain (see question 1).

5. Will it look like everyone else’s site?

Though the template may look similar, we try to give your site a unique feel by matching colors to your logo and allowing you to select images. We also add title tags and content that is unique to your company alone.

We also encourage you to change the site as you please to make the site more unique to your business. For instance, if you would like to change the heading text of a page to better match your branding, you are more than welcome to make that change in the Kutenda tool at tool.kutenda.com. You may also request small edits from the web team at webteam@kutenda.com.

6. What if I don’t like it?

We will work with you to figure out what we can change to make the website more to your liking. Sometimes a few color changes can make a big difference!

It’s also important to remember that the website is just a portion of our offering. The main purpose of the site is to capture leads from email, social media, and other outside links.

7. What if I want to make changes?

You are more than welcome to make changes to your site. If you are not familiar with editing websites, we recommend that you send edits to our web service team.

If you choose to do the edits yourself, we always recommend that you back-up your site first.
To back up your site, login to the Kutenda tool (tool.kutenda.com) and click “My Website”. On the top of the page you’ll see a link for “Web FTP” which will direct you to a tool with which you can put a copy of the whole site on your local computer.

To make changes to the site you can:
1. Edit the site on your own computer, using an HTML editor such as Dreamweaver, Microsoft Visual Web Developer, Notepad++, etc.

2. You may also use the Kutenda tool itself to make small content changes. To do this, login to the tool, click on “My Website”, and then click on the name of the page you would like to edit. This will bring up the content editor, which works much like Microsoft Word in that you can add/delete text as you please.

8. Does it support PHP? Flash? XYZ?

Currently the tool does not support any server side script. This includes PHP as well as ASP.net, C#, among others.

a. Flash?

The Kutenda tool does support flash, but only .swf files. Often times a flash site is coded using server side script like ASP.net, which the tool does not support. This means that the tool will easily handle flash videos, but often will not be compatible with an entire flash-based site.

b. XYZ?

The Kutenda tool currently only accepts these file types:

.html .htm .xml .css .js .ror .txt .ppt .pdf .doc .docx .swf .jpg .jpeg. .png

9. Will my site be ranked on page one of Google?

This depends on a large amount of variables such as:

• the search term being targeted
• the domain name relevance to the search term
• the length of time the domain has been registered
• the amount of competition around the search term
• the amount of time the site has been live, and many other reasons

Most importantly, this depends on how Google decides to rank sites!

Unfortunately we cannot guarantee that your site will show on the first page of Google for a certain search term. What we can say is that partners in the past have been satisfied with the gradual increase of traffic as their site becomes more established we build links to their site and increase visibility through social media over time.

10. Do you do SEO for my site?

Yes, part of our offering is making sure that your site is search engine friendly. This includes adding meta tags, creating unique title tags, submitting your sitemap to search engines, among other things.

The most important aspect of SEO we do is found in our process for generating content on your site. You may see that the site has many references to your area, as well as your business name and the services you offer. This is because search engines focus on displaying sites in their results that they determine the most relevant content for a search term.

Our goal with SEO is to try and get your site ranked as high as possible for search terms in your area such as “Tech Support *enter city here*”. That being said, optimizing for a large area like “Tech Support New York” will often times not rank as high as a small surrounding area like “Tech Support Mt. Vernon” as the site will be listed much lower for a search term with a great deal of competition around it.

Why Multiple SEO GEO locations are not recommended
Major search engines are designed to search results that are tailored to the geographic location of the user. This means that someone searching for a particular keyword phrase from Denver will most likely see a different set of results compared with someone searching the same keyword from Brooklyn. Optimizing for multiple locations will take much longer for your site to gain credibility with search engines.

Think of it like saying your office was in LA, Tokyo, and Berlin. Most people would be confused and ask for clarification. It’s the same for search engines. If you choose to say your site services LA, Tokyo, and Berlin, a search engine is going to look for back up of that claim in the meta content, page content, and external links pointing to your site. By choosing one targeted SEO GEO location, search engines understand your geographic focus more easily, and this will rank your site higher for search terms involving that location.

11. What happens to my site if I cancel my service?

If you cancel your service, you have the option to take your site with you by using the FTP tool (in the My Web Site tab of the Kutenda tool). Once your service is cancelled, we will deactivate your account, thus taking your website off of the live web server. This means you will need to find new hosting for the site if you would like it to be live again.

11. What happens to my site if I cancel my service?

There is no guarantee that your site will get a certain amount of leads, but over time as we build more links and search engines start to take notice, the amount of opportunities for leads will increase.

13. When will I see SEO results?

This depends on how long you’ve held the domain, the rate at which Google crawls your site, and the current approach Google takes to ranking sites. With a new domain which previously had nothing hosted on it, it can take a month or more for Google to crawl the site the first time. Once your site has been crawled and is in the web index, you should start seeing a gradual increase of traffic from search engines over the next few months.

14. How do I access the analytics?

To access your site’s analytics, go to google.com/analytics, and login with the Gmail account that Kutenda has set up for you. If you don’t know your Gmail account information, simply post a message in Basecamp to any of the teams, and they will reply with the login information.

15. What do the analytics mean?

When you first login to Google Analytics, you should see some general overview stats regarding the percentage change in website traffic from this month compared to last month. You will also see a few overview stats such as the average amount of time a user spends on your site, and bounce rate.

Once you’ve clicked into “view reports” there are a few important statistics to take note of.

1. New Visits
These are visits from people who have never been on your site before. These are important as they correspond to new potential clients.
2. Traffic Sources Overview
This pie chart shows how people are getting to your site. Ideally, you would like the majority of your traffic coming from your email campaigns, which is represented in the “direct traffic” portion. Email campaign traffic is more valuable as the visitor has already showed some interest in your service by clicking a link, whereas a visitor from a search engine site may not be interested in your particular service.
3. Map Overlay
This is found in the left column under “visitors” and shows you which geographical area your traffic is coming from. You can click on the map to zoom into the exact county a visit came from.
It’s important that the majority of your visits come from relevant customers that you can serve. But it’s worth noting that if the visitor is using a proxy server to view your website their location will not be accurate. This can account for some odd visits, which don’t seem relevant.

If you’re having trouble understanding what a specific metric means, you can look up the definitions here:

http://www.google.com/support/analytics/bin/answer.py?hl=en&answer=99118

16. Why can’t I find my website when I search on Google?

The most likely cause of this is that Google has not crawled your website yet. If your site is new, it can take up a month or more for Google to crawl your website the first time, and then put the site in their index. If it’s been over a month and you still can’t find your site, contact the web service team and they will help identify the cause.
You can also use Google site operator. A site operator is a set of advanced search operators that can be accessed either through the advanced search page, or by using specialized commands in conjunction with your query from any Google web search box. One of the most useful for search engine optimization is the “site:” operator.

Google’s “site:” is an advanced search operator that allows you to see the URLs they have indexed for your website. To access it, you simply type into Google’s search box the following:

site:www.example.com

17. Can I add video to my website? Where?

You are allowed to add videos to the site in .swf format to any page, but we recommend posting videos to a video sharing site like YouTube, and then linking to or embedding the videos. This way you create another place where potential customers can find you on the Internet without having to directly find your website.

The social media team will be creating video accounts for you, and we recommend you post videos to those accounts. Contact the social media team for more information contact socialmediateam@kutenda.com!

18. How did you choose my keywords?

We choose your keywords based around three items:
1. Looking at your geographical area
2. Reviewing the services you offer
3. Researching search trends and finding words your potential customers are looking for

Our strategy is to optimize your site so that if someone searches for one of your services in your area (for example: tech support Broomfield) they will have a higher probability of finding your site. This also helps to ensure that the majority of traffic on your site from search engines is from true potential clients.

19. What if I want to change my keywords?

We certainly can change your keywords, but keep in mind that any changes will potentially impact the short-term and long-term search results associated with your site.

If you’d like to optimize for a different geographic area, it’s worth noting that the larger the area is, the more competition there will be around that search term. Also, make sure your geographic area is something people naturally search for. For example: Even if you do all your business in the code 80021, that is not how someone would search on a search engine. You would use city instead of the zip code for your search criteria

For instance, “tech support Broomfield” as a search term will have less competition than “tech support Denver” as Broomfield is a smaller area. The more competition there is around a search term, the harder SEO becomes.

20. Will you change my website if I am rebranding my company?

Yes. If you’d like to change the titles of pages or services, or simply change the content of a page to reflect your branding, you may either make those edits yourself within the Kutenda tool, or send the edits to the web service team by posting a message in Basecamp.

If you’d like to do something more than just change the content, it may fall under custom work, which is an additional fee. To find out if your edit falls under this category, consult the web team by posting a message to them in Basecamp or calling 303-416-4730.

21. Can you make me a new logo?

No, our partners for use on the Kutenda site must provide company logos.

22. What if I want to change the images on the site?

We have a library of images to choose from for use on your site at tool.kutenda.com/data/imagegallery.com. If you’d like to switch out an image just let the web service team know by posting a Basecamp message to them or calling them at 303-416-4730.

23. Can I add my own images?

You are more than welcome to add images to your site. You can either do this yourself through the Kutenda tool, or you may request that the web service team add them by either posting a message to them in Basecamp or calling 303-416-4730.
If you’d like to add the images yourself, you can find training videos to assist you at training.kutenda.com. If you are having trouble, feel free to contact our support team at support@kutenda.com or 303-416-4770.

24. How can I change the offer (associated with the form) on the page?

To change the offer displayed with the form on your website, simply send a request to the web service team by posting a message them in Basecamp or calling them at 303-416-4730.

25. What are Key/Secondary Directories?

Key and Secondary Directories are websites that act as a kind of online yellow pages for potential customers. As a business owner, they help you in 2 major ways:
1. We carefully select the directories to submit your business to, basing our decision on each directory’s high traffic rate. Contrary to popular belief, not everyone uses Google to find a product or service, so having your business listed in these directories is another chance for prospects to choose your business.

2. Another important aspect of submitting your business to these directories is link building. Your business listing on these directory sites includes a link back to your new Ignite site. Having these valid links present on other trusted websites sends a message to Google and other search engines that your business has a solid reputation and is making efforts to have a valid online presence.

Key Directories:

• Yelp
• Dmoz
• SuperMedia

Secondary Directories

• Mavicanet
• Computeruser.com
• Searchsite.com
• Pro Link
• Synergy Directory

26. What is Local Citation?

Relevant information, to your business, submitted (phone number, website url, business description) to these local citation sites:

• InfoUSA
• InsiderPages
• Local.com

Search engines like Google use these sites to verify your local listing by matching the information on them vs. the information submitted to Google Places. If the information is the same, Google will see this as positive action on your local listing, and thus rank your local listing higher when people search in their area (for instance using the search function on Google maps).

An added benefit is that potential clients may search these sites for services near them. Though most clients will use a search engine, it’s always good to increase your presence on the Internet to maximize your potential for lead generation.

27. What if the site I have currently is written in PhP, ASP.NET, etc…will I lose my link building efforts?

If you are thinking of building your Ignite site on the same URL as your current website, it may be a good idea for you to have your Ignite site built on a subdomain of your current URL, msp.website.com for example. If your site were not built with only HTML and CSS, any link building efforts you’ve done would be lost when you switch your ASP or PHP site to HTML. Also keep in mind that your current clients might have your page bookmarked and if you change your page extensions those links would be broken.

28. Does Kutenda host my email?

Kutenda does not host your email.

29. Who hosts the website?

Kutenda hosts your actual website, but many people confuse this question with “who hosts my domain?” The answer to that question is whomever you registered the domain name with hosts your domain, unless you have chosen to park the domain elsewhere.