Have you asked your customers lately what they think of your website? Are you getting new customers online? Customer feedback is essential to running a successful business and it may be worth asking for. You can send a survey or just call a few of your top customers and let them tell you about their experiences. If you don’t get at least a few new customers online every day, then something may be wrong. Your current customers will be happy to tell you.
A website is a critical piece of customer experience. It’s a major touch point, just like phone interactions, store interactions or emails. It has the power to grow or hurt your business, simply because it effects customer experience. If your customers have issues on your website, then they are more likely to bounce off the site or never to order again.
Here are a few examples of issues that can cause attrition:
1. A customer can’t find what they need on the site. This may be products, services, or information.
2. They can’t clearly see who you are and what you do. If it’s not posted clearly, then they have to think too much about it. The average online attention span is 8 seconds. You can’t make them think too hard.
3. They can’t tell you more about what they want from your company. Give customers an easy place to provide feedback. This may be a comment field on an online order or sending a survey right after they leave the site.
4. When they do not get good follow-through on the brand promise online. Don’t over promise and then under deliver. Make sure your customer service and delivery is on par, and tell your customers that’s what you shoot for. Don’t promise the stars when you can’t give them the moon yet.
Thinking about these issues and re-evaluating your site is essential. It is part of a good, solid web design that has the power to boost your company performance. If you have questions about the best way to go about it, or if you need help along the way, feel free to contact us.