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Internet Marketing Strategy
October 2011 Issue --> Internet Marketing Strategy Article
Improve Your Website's Customer Satisfaction
By: Sally Ormond
Every business needs customers. In an ideal world they will be happy, return frequently and bring new customers with them. But does your website and customer service generate that kind of satisfaction or is it falling short?
When shopping online, customers want speed, ease of use and a warm and fuzzy feeling. Your website has to provide all of that if you want them to return. So how do you make sure it delivers?
Speed things up.
Everyone is short of time these days, so your customers want your site to load quickly, find what they want easily, add it to their shopping bag and check out without any hassles.
1. Load time
If your website takes an age to load, your customers aren't going to hang around waiting for it. Make sure all the images on your site are compressed, your code is correct and you don't have unnecessary buttons that will slow your site down.
2. Payment
People like variety, so make sure you offer a range of payment choices. A must is Paypal; it's fast, safe and very convenient.
Keeping things simple
If you fill your website with images, graphics and adverts, you will make it impossible for your user to find their way around.
Keeping your site simple and navigation clear, helps your customers move effortlessly around your website.
3. Review your copy
Take a look at your website copy. How readable is it? The font size will have a huge impact on the readability of your website. Make sure it also addresses your reader and sells the benefits of your products/services to them.
4. White space
There's nothing more off-putting than a website that's crammed with text. A screen full of words isn't very attractive and will put visitors off.
If you want people to read your site, the copy has to be attractive which can be achieved by:
Keeping your paragraphs short
Using bulleted lists
Using sub headings
Careful use of images
Warm and Fuzzy
5. Social media
Monitoring your social media channels enables you to react quickly to customer comments and feedback. If they are pleased with your service you can say thank you; if they are dissatisfied you can make contact instantly to resolve the situation.
6. Get personal
Many companies go out of their way to portray a professional image. Unfortunately, this often leads to a cold and impersonal image.
People buy from companies they like, so make sure your personality shines through.
7. Chatty
If you have 'we' all over your website, you're going to turn people off very quickly.
Your customer couldn't care less about you and your achievements. They want to know what you're going to do for them. By writing your copy in the second person instantly makes you:
- Approachable
- Customer focused
- Trustworthy
These 7 simple but effective tips can help you change your website's effectiveness instantly. Keeping things simple and customer focused will help you boost your website's customer satisfaction.
About the Author:
Sally Ormond, Briar Copywriting, is a professional freelance copywriter, SEO website copywriter and advertising copywriting with extensive experience in both B2B and B2C markets.
To have a chat about how she can help you send an email to sally@briarcopywriting.com or call +44(0)1449 779605.
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