Client & Boss Communication

This week Kirk Williams (@PPCKirk) filled in for Matt Umbro (@Matt_Umbro) with a great question set titled “Client & Boss Communication.” The following is the transcribed Streamcap from the live chat:

Q1: POLL: Where do you fall in these “communication categories?” (AG = Agency; IH = In-House)

  • Results: About 95% agency in this chat.

Q2: What is YOUR preferred method (email/phone/person/etc) of communication with your client/boss? Why?

  • In person, can’t beat soaking up all the contextual cues! – Gil Hong (@Gil__Hong)
    • Yes, seeing body language is good, but would get expensive if all the time (for an agency at least)! – Kirk Williams
    • Video calls are so much better than regular phone calls for exactly that reason. – Sam Owen (@SamOwenPPC)
  • My team, my boss and I all use Google Mail, Google Hangouts and Basecamp to communicate and share everything. – Jeremy Krantz (@JeremyKrantz)
  • Prefer to speak in person to boss to quickly remove any confusion, ambiguities. – Kevin Adams (@KevinAdamsPPC)
  • In person for big conversations, Email between meetings because it is asynchronous. – Kyle Crocker (@kacrocker)
  • Person when possible & Phone as 2nd choice – less chance for confusion/miscommunication, email followups as documentation. – Maria Corcoran (@mariacorcoran)
  • I prefer email for general communication, because paper trail & time to think through & analyze to create a better response. – Kirk Williams
  • I honestly prefer written email. Harder to get lost in translation later on. – Mark Irvine (@MarkIrvine89)
  • Mainly through email – it is important to have things in writing, but for clarification purposes a phone call works. – Juan Restrepo (@juanrrestrepo)
  • I will quickly turn to the phone or in person however once miscommunication sneaks in, or if emotionally charged circumstance. – Kirk Williams
  • Email for general day-to-day because I have a record of things & there’s less likely to be misunderstanding. Phone for strategy. – Steve Gibson (@stevegibsonppc)
  • In person or GoToMeeting for out of towners. I want to interact, learn their business more, show visuals. Not death by data. – Joe Martinez (@MilwaukeePPC)
  • Email, because * can attach files * uninterruptive * ideal balance of speed/formality. – Rohan Ayyar (@searchrook)
  • We typically communicate via email, but it’s often faster/easier to give the client a quick call. – Geena Nazareth (@GeenzNazareth)
  • It really depends on the client. Periodic in person meetings are ideal if possible. – Timothy Jensen (@timothyjjensen)
  • Email is definitely easier in a pinch, but calls tend to be a wayyy more effective mode of communication for me. – Erin Sagin (@erinsagin)
  • Email means that everything’s running well. “Let’s jump on a call” means there’s something that needs explaining. So, email. – Amy Hebdon (@amyppc)
  • In person 100% The opportunity to build personal relationships (and subsequently, longer partnerships) is greatest in person. – Greg Young (@PPCJedi)
  • Email is nice for a record of convo. Phone necessary when emails grow arms and legs and you need to make discussions succinct. – Colleen McCaskell (@ppccolleen)
  • Raven. – Michael Madew (@IntelligentPPC)
  • A conversation is best if there is anything touchy or potentially confusing to cover. Otherwise email is great. – Julie Bacchini (@NeptuneMoon)
  • I agree with the number of people that have said “In Person”, but cost-effectiveness also needs to weigh in for an agency. – Kirk Williams
  • Email, with in-person follow up for questions, then email again. All about the not-exactly-paper trail. – Doug Thomas (@ferkungamaboobo)
  • Phone/email depends on client’s preference. I communicate better through email, but phone calls can eliminate misunderstandings. – Andrea Fine (@AndreaFine)
  • It’s tough to build relationships without face to face meetings, expensive if they live in other countries. Skype godsend. – Andrew McGarry (@beyondcontent)
  • Email usually as a means to track and organize communication. But phone calls are usually more efficient! – Heidi Smith (@heidinksmith)
  • Also, knowing what your client prefers is SO important & communicating w/ them how they want is huge. – Julie Bacchini
    • Really great observation, communication assumes >1 party which means client/boss have opinions as well. – Kirk Williams
  • In-person! So much communicated non-verbally + develop deeper trust & bond. But I do love emails for quick, project-based comm. – Maddie Cary (@MaddieMarketer)
  • I prefer in person for the initial meeting if possible. – Andrea Fine
  • Each has their own benefit. Email is great for simple ?s, but there’s no way I’m using it to go over long-term marketing plans. – Joe Martinez
  • Email for most things. In-person is good too. Not really a fan of phone calls. – Joseph Drury (@drurytheelder)
  • I love in-person, but many clients are far away. Love email because I can think about what I type before sending. – Robert Brady (@robert_brady)
  • Email is the best method. If needed we go on a conference call to explain strategies in detail. – Selin Gurjar (@selzay)
  • Email for most communication… Easiest to keep track of. Phone for sensitive conversations. – Luke Alley (@LukeAlley)

Q3: How technical do you get with clients/bosses on the details of PPC, both in conversation & reporting? What is your reasoning?

  • I try to know my audience, but generally just technical enough to remind them that I’m valuable. – Kyle Crocker
  • There are too many opportunities for miscommunication in email to be a primary source. Lack of visual clues, intonation etc. – Maria Corcoran
  • It’s an education process starting people from where they are, often getting more complex as we go. – Timothy Jensen
  • Get on their level If theyre struggling with match types, no reason 2 mention your RLSA strategy.If theyr more fluent, go for it. – Mark Irvine
  • As technical as necessary to explain issues/success. Opportunity for learning moments shouldn’t be wasted! – Gil Hong
  • I don’t get too “inside baseball” unless they ask me to. I’m always ready to show my work, but clients want guidance most. – Julie Bacchini
  • The longer I do this, the less technical I get in client communications. My reports are now just happy & sad emoticons. – Amy Hebdon
  • I think the key is always talking in terms of the client’s goal–sometimes that falls into the technical ppc space – sometimes not. – Erin Sagin
  • As technical as they can handle, but avoid getting too much into the weeds or you lose perspective. – Robert Brady
  • It really depends upon the client. A good question to ask the client in onboarding, actually. Tho, always good to educate. – Kirk Williams
  • Build a relationship with your client and ask about their background. You’ll find out their PPC knowledge level pretty quick. – Joe Martinez
  • Depends on their knowledge level. Sometimes being more technical shows you’re an expert, but you don’t want to confuse either. – Heidi Smith
  • That depends on their understanding of SEM, but often times the more they know the more elaborate/helpful the convo becomes. – Juan Restrepo
  • Tailor the technical info to the audience you are speaking with. C-level & Stakeholders care about results to their bottom line. – Maria Corcoran
  • If need to get more technical, I’ll review crucial details & then “summarize” at the end what I want them to get out of it. – Maddie Cary
  • Part of our job is to give clients what they need to answer questions asked of them. Be sure you know what those are. – Julie Bacchini
  • If the client have some healthy knowledge of PPC then things get much exciting, however only sales figure counts for a layman. – Selin Gurjar
  • I work with a lot of business owners, so the less technical the better. They just care about results. – Andrea Fine
  • Depends on campaign goals. Measure what is important to them & show progress/suggestions to achieve it. – CallRail (@CallRail)
  • Detailed reporting but place emphasis on revenue, conversions, key metrics rather than get bogged down in QS, secondary things. – Colleen McCaskell
  • Typically I explain the Concept of the campaigns & tactics we implement but nothing near the technical side of execution. – Greg Young
  • Depends on the client. More technical if they know marketing. It’s good to stay 1 technical step above them to show your value. – Erika Schmidt (@erikapdx)
  • Technical details for those on the frontlines or w/ the proper knowledge base is great, otherwise it tends to be white noise. – Maria Corcoran

Q4: Agencies: What questions do you ask during a new client onboarding call to set future communication expectations?

  • We prefer most communication to go through our project management tool so everything is archived and organized. – Gil Hong
  • Preferred method of communication, primary contact for our team & theirs, best process for items that need review / approvals but a lot of times it is after the call & into the 1st few wks/months that you really understand how communication will be. – Heidi Smith
  • Your numbers or mine? (Please say mine.) – Elizabeth Marsten (@ebkendo)
  • What metrics matter to you on reports, budget, value of each goal type, expectations, what have you had for these in the past. – Kevin Adams
  • By the time we are onboading our Account Managers generally have a good sense of client communication preferences. – Kyle Crocker
  • “How often & what do you want to see in reports? Is there anyone else you answer to, and what do THEY care about?” – Kirk Williams
    • In addition to this, find out the reporting/comms structure they’re accustomed to (previous agency). – Colleen McCaskell
  • What’s your budget? – Amy Hebdon
  • What metrics do you need from us? What information do you need to show your boss? Help your client contact look good. – Joe Martinez
  • How did you previous agency communicate with you? Were you happy with it? You can learn SO much for these questions. – Julie Bacchini
  • What days of the week and Times work best for monthly meetings? Asking about future monthly meetings helps establish the long-term outlook for the new relationship. – James Svoboda (@Realicity)
  • What PPC efforts have you explored in the past? What is your goal? – Geena Nazareth
  • What is your goal & HOW did you decide it? Many clients don’t know. Your agency should think beyond “hit the goal, now pay me!” – Maddie Cary
  • I often think of Avinash’s HiPPO (highest paid person’s opinion) when talking to new clients about reporting. – Kirk Williams
    • Agreed! I’ll often ask clients “who else gets these reports/presentations and what are they looking for in them?” – Maddie Cary
  • If you’re talking on a broader level, then their goal(s) for the engagement, metrics they care about.. the list goes on and on. – Heidi Smith

Q5: Do you establish “work hours” restrictions with your clients to manage communication expectations? What does that look like?

  • Usually set expectations that communications will be acknowledged within an hour during working day & 24 hrs during off times. – Gil Hong
  • Never, and I don’t have issues with clients abusing that. They have my cell phone too. – Luke Alley
  • No restrictions, I do let them know to expect answer within 24 hours. PS setting nighttime mode on my phone email was a godsend! – Maria Corcoran
  • Not usually. We’ll respond & take action as needed, when we can, but we’re not at office & computer 24/7. Clients understand. – James Svoboda
  • I work “normal” biz hours (when clients are usually in office) but communicate I am on-hand for emergency situations. – Kirk Williams
  • We have to (based in India, all American client list). There’s an unsaid “asap response” agreement. – Rohan Ayyar
  • It looks like me ignoring my work phone if it rings after work. – Steve Gibson
  • Most clients I will give a short, polite response to unless they abuse the privilege. If so, I’ll ignore until M-F 8-5. – Kevin Adams
  • I tell clients to put URGENT – [subject] in email titles if they see after hour issue (& when a true emergency) I respond asap. – Kirk Williams
  • I tell clients that I read all emails on my phone (I do). I will respond only if they include “Urgent” in the headline. – Mark Irvine
  • Nothing set in stone, but set expectations. I let them know I have kids and my schedule is a little more fluid because of them. – Joe Martinez
  • I set firm boundaries – 9-5 + a 24 biz hour response rate. that way, when I respond immediately/after hours, they’re pumped. – Erin Sagin
    • “Under” promise, over-deliver. or “surprise & delight” is another favorite office saying. – Maddie Cary
  • If working w global clients be sure to answer/meet in their timezones. It is imp to the relationship to be avail for them. – Maria Corcoran
  • Good question! More than once I’ve seen reporting (or lack thereof) cited as a reason for leaving an agency. – Timothy Jensen
  • More about doing than saying. Don’t repeat “only 8-6!”, but only answer emails & calls 8-6. Great work needs work/life balance! – Maddie Cary
  • Exact same – normal business hours + try to respond within 2 days. Available and monitoring in case of emergency. – Heidi Smith
  • No, I expect some privacy and courtesy. I check email outside biz hours, but I don’t answer. But I’m an employee not owner. – Benjamin Elmore (@TheRealBelmore)
    • Definitely plays a factor, but I’m sure there are in-house stories of all-hours communication as well! Sidenote, probably good to ask when interviewing for a PPC in-house job, what the after hour expectations are- Kirk Williams
      • Yeah. If there is a crisis, definitly, but I won’t respond to a request for a new campaign for Xmas on a weekend in Sept. – Benjamin Elmore
  • Have never had to set “restrictions”. We always try to respond as soon as possible. – Geena Nazareth
  • No, I don’t establish. I just work when I want. I feel that they give me a lot of latitude and respect for that. – Barry Abraham
  • Clients are pretty reasonable w/ business hours. I have more of a problem with after hours requests from within my company! – Greg Young
  • If you’re running an agency or dept, keep in mind too that how you do things does set the bar for others. Be mindful of that. – Julie Bacchini
    • YES. 24/7 model can burn out whole teams. If one person does it, clients expect it even of those who can’t maintain it. – Maddie Cary
  • Seriously, I don’t understand those who check email constantly & jump on whatever clients want. Get a life. – Steve Gibson
    • Totally agree! Turned off all notifications for work email on phone in exchange for periodic checkins. No regrets. – Timothy Jensen
  • Since I also work full time in-house, I’ve made it clear I can only reply to my side clients emails during lunch & after hours. – Orlando Valencia (@ValenciaSEM)
  • “Noted, will work on it and update you by ___” is a great response for all non-urgent communication. – Rohan Ayyar

Q6: Where do you think the most miscommunication with clients/bosses happen in PPC? (and why?)

  • I tend to see issues where Account Managers copy/paste communication or blindly forward without considering the context. – Kyle Crocker
  • Expectations. Everyone has them and they don’t always match or are clearly stated. – James Svoboda
  • If regular check-ups start lapsing, then it leaves room for assumption making and lack of context. – Gil Hong
  • Unclear expectations & goals. hands down the biggest problem. If you don’t fully understand what they want/need ASK AGAIN. – Maria Corcoran
  • Client/boss: ignoring the natural ebb and flow of accounts & time to hit goals. PPCer: speaking a diff language than client. – Kirk Williams
  • Lack of recapping a conversation or following up on agreed upon next steps. Lack of concrete proof leads to finger pointing. – Joe Martinez
  • It’s the cliche of managing expectations. Nobody says well done for 40% revenue growth if the target was 80%. – Andrew McGarry
  • Not clearly setting expectations on each side. Trusting the other side has the same POV w/o clarifying. Nothing in writing! – Kevin Adams
  • Assuming the client sees and understands the successes you’re seeing. Overcommunicate. – Timothy Jensen
  • Reluctance to discuss a sticky topic – on either side. Ignoring it does not make it cease to exist. Generally makes it worse. – Julie Bacchini
  • Constantly on my mind. I started following not-so-great work habits from my boss, then it funneled down to my team. – Erika Schmidt
  • Establishing appropriate targets and KPIs and refining them and getting everyone aligned on them. – Colleen McCaskell
  • Failing to factor in management fees when comparing to others’ estimates / calculating ROI is more common than we think. – Rohan Ayyar
  • So much can be lost in email – tone, intent, details. If you’re writing a short novel, probably best to set up call/mtg instead. – Maddie Cary
  • I find much miscommunication happens bc we mean two diff things by the same word. E.g. “lead”: contact or purchased customer? So IMO, a big part of clearing up miscommunication is taking the time to learn what the client/boss means. – Kirk Williams
  • If you hit/smash targets, nobody will be as bothered about anything else. Get results, the rest can be figured out. – Andrew McGarry
    • Not always true unfortunately, I’ve had cases of strained relationship when I was smashing targets. – Kirk Williams
  • If you can’t figure that out in 3 emails or less, you should probably schedule a quick call. – Gil Hong
    • This is my boss’s favorite line. Except he usually limits it to 2. – Kyle Crocker
  • Not sharing all the data the client has on the back-end. – Orlando Valencia
  • Its so strange to see PPC agencies preach to clients to have optimized landing pages but then not have one themselves! – Lawrence Jones (@HomeOfJones)
  • We tend to do well when we are discussing numbers (empirical), but critical to understand 100% when talking other types of info. – Julie Bacchini
  • I try to define all terms or write “Click Through Rate” instead of CTR just to avoid this issue. – Benjamin Elmore
  • Agree that lack of communication causes majority of problems. People fill in gaps/make assumptions when they feel in the dark. – Maddie Cary
  • Don’t normally have communications issues, except for them often not understanding what we are doing. So important to realize that sometimes they just want to feel like they have your time and attention. – Barry Abraham (@brickwaybarry)
  • Sometimes I think clients dont realize how competitive our auctions get & fail to recognize the time it takes to be successful. – Greg Young
  • Don’t forget to ask more general questions about how things are going of clients too. Outside factors can be huge unseen factors. – Julie Bacchini

Q7: Do you communicate to your client that you are “in charge” of the account, or just “there to help” in “their” account? How do you handle the situation if a client/boss makes account changes without your permission/knowledge?

  • I feel like you need to be very clear up front about this, AND regularly check because you can’t trust people! – Josh Devlin
  • "Excellent job!” “Great idea!" – Barry Abraham
  • We emphasize that the client owns the account at all times to keep changes and performance transparent. Others may claim its IP. – Gil Hong
  • I try to communicate that we’ve got it all taken care of, but need their insight to be successful. – Kevin Adams
  • I communicate to a clients that this 100% their biz, and I want to know all about it, but I am in charge of all account changes. – Kirk Williams
  • We prefer that the client let us know if they feel that a change should be made in the account – then we make the change. – Geena Nazareth
  • I like shared ownership, but need to tell me when they make changes. – Robert Brady
  • If a client wants to make a change, we ask that they contact us to do it for them. We usually imply we are “in charge”. – Heidi Smith
  • Glad I never have to deal with this. Would love to hear some horror stories. – Joe Martinez
    • Horror story: client changes URL to wrong LP & doesn’t tell us; wants to know why leads are down. – Amy Hebdon
    • Once a client nuked all their conversion tracking and I was rocking back and forth in the fetal position all day. – Colleen McCaskell
  • We try to understand the why to the change. Then let them know how it can potentially interrupt the flow of testing/results. – Gil Hong
  • Issues of ownership usually come from distrust. Once you gain their trust & keep them updated, this issue tends to go away. – Orlando Valencia
  • I could see if a client/boss was top-notch PPCer, but that’s generally pretty rare. Even then, you’ll trip over each other. – Kirk Williams
  • Explain that how those unexpected changes can be damaging to success of a campaign, if needed, provided examples. – Kevin Adams
  • I’m fine anywhere on the spectrum. But you can’t hold me responsible for changes you made. – Mark Irvine
  • Goal is to create trust + collaboration. Trust the agency to run things, but client should feel apart of discussion and team. – Maddie Cary
  • AdWords change history is incredibly useful for spying on who made changes and when. – Timothy Jensen
    • Change History helps understand/identify client owner changes that didn’t let you know… There is a revert button also. – James Svoboda
  • Not to go overboard on the memes but this is 100% me. – Colleen McCaskell
  • Also use “we” communication. “We drove X conversions”. Yes agency is doing a lot, but this is a joint effort to a shared goal. – Maddie Cary
  • This hasn’t happened yet. I usually change them to “Read only” as soon as I can. If they ask, I say it’s for their protection. – Benjamin Elmore
  • Our expertise + your specific industry knowledge = best results. Ideas or questions welcome. Do Prefer clients not changing. – Julie Bacchini

Q8: What about an issue that is not your (or PPC’s) fault. How do you communicate deets without sounding defensive/full of excuses?

  • Share a link to a post dealing with their problem. This helps you legitimize your view. – Mark Irvine
  • Be the first one to bring up the issue, address it openly, and provide ideas for solutions. – Greg Young
  • Find and understand the root of the issue. Then explain how things have been affected and can be fixed. – James Svoboda
  • I think the battle here is won previously when you have historically owned up to when things ARE PPC’s/your fault. So you have a history of trust built up so they are more likely to listen since you’re not ALWAYS excusing everything. – Kirk Williams
  • Annotated timelines/graphs in reports can help remind why there were dips or spikes (site down, holidays, etc.). – Gil Hong
  • I think a one-on-one call to discuss works best. Conversation is more relaxed & client appreciates you contacting them directly. – Heidi Smith
  • Explain possible impact it had, but also that outside factors are part of every campaign to avoid it causing anger, frustration. – Kevin Adams
  • When discussing, avoid personal pronouns and keep problem as subject. Avoids accusatory tone. – Robert Brady
  • The minute you start pointing fingers (even if it’s not your fault), you look childish. Instead be proactive & offer solutions. – Maddie Cary
  • Transparency of facts. Most people reasonable if given facts & transparency, & plan to move fwd. If it IS your fault, own it. – Josh Kelson (@JoshKelson)
  • Great question. The key is that they believe in you and that you are working towards solutions. Excuses & blame diminish you. – Barry Abraham
  • There’s no way out of this without conclusive data and evidence. Find some. Takes less time than finding excuses. – Rohan Ayyar
  • Meetings face to face helpful as well. Building the trust BEFOREHAND is critical for speed bumps. – Josh Kelson
  • Come up with a list of reasons why performance could have changed. Use multiple sets of data that find the same answer. – Joe Martinez
  • Whatever the issue may be, make sure you’re backing your statements with data, examples, and facts. – Orlando Valencia

Q9: How do you communicate account work or positive results without bragging/sounding like a know-it-all?

  • Come up with a list of reasons why performance could have changed. Use multiple sets of data that find the same answer. – Joe Martinez
  • Focus on the numbers that matter to them. (Discovered earlier). Emphasize PPC supporting their larger goals. – Kyle Crocker
  • If can’t relay positive results without bragging, you may have other problems. – Josh Kelson
  • Being laser-focused on data (the facts) is huge. Can report unbiasedly that “these are the numbers” & let them speak for you. – Kirk Williams
  • If you got the client by saying you wanted a partnership, then everyone involved needs to celebrate victories. Not 1 person. – Joe Martinez
  • You can present the client with the positive data and % increases and let them come to the conclusion that you are awesome. – Scott Garrett (@ScottGarrett89)
  • Compare to previous results. Clients will see the delta on a chart/graph. Explain changes made & how they impacted the results. – Kevin Adams
  • Tie it back to their end goals. Exceeding performance goals should be a cause for enthusiasm! – Gil Hong
  • This is also why regularly set reporting times are a great benefit for communication. Normal time to share positive results. – Kirk Williams
  • There is nothing wrong with being excited about great results. If you’re happy about what it means for them, no issues. – Julie Bacchini
  • Share the good news in a measured, but enthusiastic way. Progress toward goals is good for both sides. – Barry Abraham
  • Acknowledge the great work done by web devs, graphic designers, SEOs, Analytics experts, AMs…whoever else pitched in! – Colleen McCaskell
  • Use the term “We”. We generated X leads at a CPA of X last month indicates we’re heading in the right direction. – James Svoboda
  • We give them credit. Whatever they did to get out of our way so we could get those results, we congratulate them for. – Amy Hebdon
  • Use “we” communication w/ client. We drove these results together! Also, don’t report every little gain (wow, convs are up .5%). Also, visuals can speak louder than words – include simple charts in reports when you want to show growth or exceeding goals. – Maddie Cary
  • Use data to back it up & state matter-of-factly. Best monthly performance since you took over? Definitely call it out. – Heidi Smith

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Don’t forget to stay tuned for the next #PPCchat on Tuesday at 12 noon Eastern, 9 am Pacific and 5pm in the UK. Same Chat time, same Chat channel.

Participants

Check out the PPCChat Twitter list to see and connect with all current and prior participants.

• Kirk Williams (@PPCKirk)
• James Svoboda (@Realicity)
• Paul Kragthorpe (@PaulKragthorpe)
• Amy Hebdon (@amyppc)
• Andrea Fine (@AndreaFine)
• Andrew McGarry (@beyondcontent)
• Barry Abraham (@brickwaybarry)
• Benjamin Elmore (@TheRealBelmore)
• CallRail (@CallRail)
• Colleen McCaskell (@ppccolleen)
• Doug Thomas (@ferkungamaboobo)
• Elizabeth Marsten (@ebkendo)
• Erika Schmidt (@erikapdx)
• Erin Sagin (@erinsagin)
• Geena Nazareth (@GeenzNazareth)
• Gil Hong (@Gil__Hong)
• Greg Young (@PPCJedi)
• Heidi Smith (@heidinksmith)
• Jeremy Krantz (@JeremyKrantz)
• Joe Martinez (@MilwaukeePPC)
• Joseph Drury (@drurytheelder)
• Josh Kelson (@JoshKelson)
• Juan Restrepo (@juanrrestrepo)
• Julie Bacchini (@NeptuneMoon)
• Kevin Adams (@KevinAdamsPPC)
• Kyle Crocker (@kacrocker)
• Lawrence Jones (@HomeOfJones)
• Luke Alley (@LukeAlley)
• Maddie Cary (@MaddieMarketer)
• Maria Corcoran (@mariacorcoran)
• Mark Irvine (@MarkIrvine89)
• Michael Madew (@IntelligentPPC)
• Orlando Valencia (@ValenciaSEM)
• Robert Brady (@robert_brady)
• Rohan Ayyar (@searchrook)
• Sam Owen (@SamOwenPPC)
• Scott Garrett (@ScottGarrett89)
• Selin Gurjar (@selzay)
• Steve Gibson (@stevegibsonppc)
• Timothy Jensen (@timothyjjensen)
 

Streamcap Communicated By:

This is a guest post by Paul Kragthorpe; works at WebRanking in Minneapolis, Minnesota.
Connect with Paul @PaulKragthorpe, and Google Plus.

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