Make or Break Moments Online
Early Bloomer, a fellow twitterer, asked the question “What is a make or break moment for an online store.”
That’s a great question. We may think of customer connections as only happening in person or over the phone but it today’s technology age, the Internet is a key way that our customers find us/do business with us.
So how do we ensure our customers have a make or break moment on our website?
Yesterday I talked about the fact that customers come to us with historical moments they draw on for comparison and so we need to take that into consideration when viewing our website from the customer’s perspective:
- What experiences do they have at our competitor’s site?
- What is the customer looking for?
- Is it easy to find on our site?
- is our homepage inviting with content that addresses their needs?
- Do the links work?
- Is it easy to find our contact information on every page?
- Do we offer a variety a contact vehicles?
- Do we provide something unexpected: information, free white papers, additional resources, coupons, humor?
- Do we make it easy to do business?
View your site from the CUSTOMER’S PERCEPTIVE and ask the question “is this a site that appeals to me and makes it easy to do business?”
