The Sins of Website Design
Posted on : 03-01-2011 | By : David Creech | In : Content Help, General Information, Marketing, Small Business, Social Media, Web Beginners, Web Experts, Web Intermediates
0
Avoid these design missteps and reap the rewards.
By Gwen Moran | Entrepreneur Magazine - January 2011
Is your website driving away customers? If you’re committing these site development sins, it could be costing you more than you know.
Being cluttered.
Your site can’t be all things to all people, says Drew Ungvarsky, founder of Grow Interactive, an interactive studio in Norfolk, Va. Be selective about the content you decide to put on the site and organize it in a clean and logical manner. “A lot of people try to put too much, especially on their home pages, and cram more down their customers’ throats,” he says.
Making things difficult.
The route from first click to sale has to be easy. Ungvarsky says it’s important to think like customers and prospects when evaluating the design of a site. One of his pet peeves: Having to set up an account before checking out. Let customers buy from you on their terms, he says.
Staying static.
Your website is never done, he says. Keep finding ways to engage your customers, add content and make your site fresh. This will help keep customers interested and may also help in your web rankings, he says. If you’re promoting a specific product or service or have a special promotion going on, it’s a good idea to use landing pages that support e-mail and social networking outreach efforts.
Copying your competition.
Always check out what your competition is doing, but don’t be a copycat, advises Steve Graceffa, president of ExNihilo, a web services firm in Providence, R.I. If you look too much like other businesses, customers could have trouble telling you apart. Review what others are doing, but speak to your own customers and use your own institutional knowledge to determine what is important to them.
Ignoring your audience’s needs.
Try getting baby boomers to read eight-point type and they may get frustrated. Be sure you understand your audience and its preferences before you build your site. Tiny or hard-to-read typefaces or harsh colors may look great from a design standpoint, but if you’re not designing for the people who buy from you, you could be losing their business, Graceffa says.
Eschewing analytics.
Review the analytics of any sites you have before you begin designing a new one, Graceffa says. Know your bounce rate–the number of people who leave the site after viewing only one or two pages–your top entrance page and your top exit page. Google Analytics will help you understand where your traffic is coming from, what keywords people are using to find you and what they’re reading on your site. That way, Graceffa says, you can build more of what’s working.
Refusing to get help.
Don’t let your pride or fear of spending earn you a spot on WebPagesThatSuck.com. If web design is not your strong suit and you need more than what a web design template can provide, seek professional help. Check your local business associations and look online for sites you like. Many have links at the bottom to their designers’ sites, so you can find a designer whose work you already like.
Gwen Moran is co-author of The Complete Idiot’s Guide to Business Plans (Alpha, 2010).
WWP Add On: Ignoring Social Media.
Ignoring the opportunity to use Social Media to reach out to and build relationships with your potential market is like refusing to engage your customers until they physically walk in your door. Social Media allows you to build a name for yourself outside of your existing customers AND it allows an easy way for your existing customers to share their opinions about you. Social Media exploded in 2010 and businesses not yet on board will spend a lot of time playing catch up. All the above rules apply, just incorporate a Social Media strategy that works for your business.
“Facebook and Twitter shouldn’t be used as marketing platforms, but rather one-to-one direct communications mediums with customers, potential customers, journalists, and other stakeholders. As the population of Twitter increases, and people start following thousands of other people, your message gets lost. Facebook’s news feed algorithm stops marketers from using their Fan Page as a loudspeaker because fans that aren’t engaged won’t see their content anyway.”
“Social media is first and foremost about building relationships. It takes time and consistent effort to see any meaningful results, but the time and effort you spend are worth it in the long run – if you do it right. While it’s great to have a large following on Twitter and Facebook, the value of your followers list is all about quality, not quantity. Think of it like this: if you had an ice cream shop and a thousand people a day walked through the door, but 950 of those were lactose intolerant, your high foot traffic wouldn’t be making you much money. To convert your social media followers into paying customers, remember ‘WIIFM’ (What’s In It For ME). In other words, you have to give your followers a reason to want to do business with you, and that reason has to be a benefit to them. Contests are one great way to engage followers, and if you tie them in with your business and give [a prize] that means something to your target audience, you can see results fairly quickly.”
“Don’t be afraid to ask for the sale once you’ve developed trust and a relationship with a prospective customer. Use your Facebook Fan Page and Twitter account to ask people to take the next step, whether it’s calling you up for a quote or proposal, downloading a whitepaper, or signing up for a trial account. Repeat your call to action regularly, with lots of useful content, information and trust building in between your requests.”
“Next time someone friends you or replies to you, don’t just say ‘thanks for following,’ or worse, don’t just count them as just another number or dollar sign. Take two minutes and actually look at who this real person is on the other side of the computer and ask how you can help them in an authentic way. Provide them value and become a trusted friend and this relationship building will convert into sales and evangelism for your company.”
“The key to converting followers to customers is offering them something that they need, or identifying a pain that they are having that you can solve. You’ve done the hard part by finding followers and fans. Once you have followers and fans, it’s just a matter of finding out what value you can provide to them. If they are unwilling to buy from you then it means they are either not truly fans or followers (just happened to accept your request), or that you have not uncovered their pain points to provide a solution. An example with our company is that we had tons of fans and followers of our brand, but not everyone needed junk removal. So we surveyed them to find out what services we could provide to them and learned that moving was one that they needed more often.”
“To gain paying customers you’ll need to focus on attracting the right followers, and not just on attracting the most. Communicate often with useful information to increase your value, and focus on pitching your product in a genuine way. Make sure you have a professional web presence, and with any luck, you should start noticing your efforts pay off.”
“The hype around social media doesn’t necessarily translate into sales — in fact, it rarely does. Unfortunately, few people will tell you this because they’re busy hyping the next big thing. For example, I get more than a thousand times the financial ROI from my boring old e-mail list than from my Twitter followers. Now, if your goal is engagement or long-term bonding, social media can be a good play. But if your goal is direct revenue, I would focus on other channels that you can track and measure, such as online advertising and e-mail marketing.”
“You have to show them what they are missing out on and how your business can be helpful and provide a sense of enjoyment to them as well. Truly engage with them, get to know them, show them your personality and make them want to be a part of what you’re doing. Show them why they can’t live without you and be creative with it.”
“I would recommend giving limited-time, special opportunities that have a strong call to action to your social media community rather than just simply pointing them to your website. Another way we’ve gotten a return on our social media [channels] is posting video testimonials that our clients give us for our fan and personal pages. This builds credibility in prospects’ minds by showing that we’re busy and that we do good work. It also keeps us in top-of-mind awareness. We’ve had prospects call us often and mention that they just saw a post and thought of us.”
“Building up fans and followers isn’t enough — you need to engage with them in substantial ways and introduce them to your product in a way that gets them wanting more. As a thought exercise, you might want to ask yourself what aspect of your product you can offer to your social media community for free. If you provide real value, for free, then show them ways they can spend just a little bit of money to get an exponential boost in value — the next tier of your product offering — you may start seeing greater conversions (and return on the initial investment it took to build that community in the first place).”
“First, you may want to rethink how you are viewing social media. If you’re looking for an immediate pop in revenue, you’re likely to give up quickly on social media and completely miss the larger opportunity it provides. Of course the broader goal of all marketing is to generate sales; however, if you show up on Facebook and Twitter simply to promote your product or service it is likely you’ll be ignored. Social media is about genuine interaction and building relationships. By fostering relationships, social media becomes an incredibly powerful tool. Provide interesting content that will generate buzz, provide helpful hints and unique discounts that are only available on Facebook or Twitter. Customers will appreciate the ability to participate in a dialogue directly with your brand and these interactions will show up on customers’ news feeds. The resulting brand exposure and word-of-mouth will ultimately pay dividends in the form of new customers.”
Loading ...