Why your website is turning customers away - and how to fix it!
How many times have you abandoned an online purchase or moved onto another company because the website you were on made it an absolute pain to submit a form or book a meeting?
If you haven’t thought about the Customer Experience when someone submits a contact form on your website, if it requires your potential client to jump through hoops, submit multiple bits of information or go through many seemingly unnecessary steps, you stand a good chance of losing their business.
But it doesn’t have to be that way, in this video, I am going to tell you exactly how you can make your customer experience a breeze, from the first moment they reach out to you.
Video Transcript;
How many times have you abandoned an online purchase or moved on to another company, because the website you were on made it an absolute pain to submit a form or book a meeting? If you haven't thought about the customer experience, when someone submits a contact form on your website, if it requires your potential client to jump through hoops and submit multiple bits of information or go through many seemingly unnecessary steps, you stand a good chance of losing their business. But it doesn't have to be that way. In this video, I'm going to tell you exactly how you can make your customer experience a breeze from the first moment they reach out to you. But before I do, if you'd like help getting the messaging and marketing right for your business, email me on matt@onezebra.com, and we'll be happy to help. So, there are three simple steps I want you to follow so you can stop turning customers away and start making it easy for prospects to engage with you. Step 1. Consider your customer. How quickly will they expect a response from you? What are their expectations for next steps? And what is at stake for your customer? The best way to understand this is to ask your existing customers. When they reach out to you or a similar supplier, what would make their life easier for them? Do they want to talk to someone straight away, or would they prefer to easily book a call, or a meeting without a lot of back and forth on email? Do you really need to collect everything from their name to their address, job title, and location in that first contact form? Or would a first name and email suffice? When you understand what your customers expect, you can customise their experience to make it as easy and pain-free as possible. Step 2. Consider your resources. Who in your team will contact your prospects when they submit that form? What availability do they have to respond? How quickly can they actually respond? Your answers to these questions will determine the copy you include on your website and the functionality of that "Book a Meeting" or "Submit a Request" button. When you are clear on your resources, you can set clear expectations for your prospects and your internal team, so you don't start your customer relationship off on the wrong foot. Step 3. Consider your technology. Which CRM do you use? How will customer data be captured? What can you automate? Look at your customer journey and consider how you might automate each part of the process to save time for your customers and your team. When you finish these three steps, test your customer experience, ask for feedback, tweak it until you get it right. First impressions make a huge difference. And the point at which your customers decide to reach out through your website is a great opportunity to make a great first impression. Don't waste it. I hope you found that useful, have an awesome day people!