What is the Customer Thinking?
We can't read our customer's mind but if you're not trying to join the conversation about customer needs, wants and desires, then you're definitely not in the game.
Are you researching Pinterest, Facebook, Quora, Reddit, LinkedIn to look at the ‘conversations’ people are having; what are people talking in these forums? I have to admit I’m not doing enough of that. I need to broaden my scope in that area.
Coustomer experience means that EVERYTHING that I do on my website is done with my customer experience in mind...content, ease of navigation, graphics, pictures, fonts, pleasing colors, product or service presentation style, information and facts, etc.
We are all customers as well so putting ourselves in our customers shoes shouldn't be very difficult, after all we've all had various shopping experiences either in stores or on-line. Some good, some not. As customers we expect to be treated with respect first and foremost. You might ask yourself, how do we treat people with respect on-line?
Not so difficult...rolling out the welcome mat for customers means making sure they feel that they're visiting a site that doesn't jump out and attack them like an aggressive landing page or a video in their face as soon as they land on my site for example.
Having pop-ups for my email address before the reader gets past the first page is always annoying to me when I land on a site. Floating social media icons is also one of my pet peeves. Those darn things are sometimes set to follow you when your scroll up or down reading a page..I find it very distracting. I may be the only one that feels this way since they seem quite popular.
There are a lot more things we can do to help the reader feel welcomed...if you’d like go ahead and list some things that come to mind in comments. I’ll be posting a blog soon on my site on customer satisfaction and will include a checklist along with the article.
Since customer experience is EVERYTHING an excellent way to get feedback on your site from someone who has an interest in giving you comments is to utilize the Site Feedback option here at WA. Click on the Website link on the left menu, then click on Site Feeback. Click on the Request Feedback above on the left and follow the instructions. You may be asked to offer some comments first, before asking for some. Asking your readers should also always be an option.
Thanks for reading and feel free to leave a comment!