Time to review your customers’ experience? -

Is it time to review your customers’ experience?

If you are looking to build a better more profitable business, it pays to take some time out to review your customers’ experience – put yourselves in their shoes and see the experience they have. Here’s where to start;

How do your customers find you?

This applies to both existing and new customers. Existing customers behaviour is very much to use the internet to find your email, office address or just find other more specific information – most of the time they will do this without you knowing. New clients will do the same but are likely to be looking for more general information about products or services – they may also search for you by name but possibly also by product or service.

So, the question is – how easy are you to find on the Internet for your business name or products and services? Take some time to put yourself in your customers’ shoes and jump onto Google to check yourself out.

An example of a non-responsive website, as viewed on an Android phone.

What do your customers see when they land on your website?

This isn’t just about image and branding, although that’s important. Your website homepage says a lot about your business. Is it up to date and more importantly, have you checked to see how it looks on a PC, a phone (both Android and iPhone) and finally a tablet. Does your website look good on these devices and does it work properly? Again, take some time to check this out – borrow a phone or tablet if you have to. Navigate your website on all these devices for a few minutes and check it looks and works as you’d expect.

Is it easy to find your contact details and get in touch?

When your customers find your website and assuming it ticks the boxes above, how easy is it for both new and existing customers to contact you for more information? Is your phone number prominent on your home page? Is there a contact form? Does the contact form work properly – have you tested it recently? As mentioned above, do all these work across multiple devices?

Ongoing communication

What is your ongoing communication strategy with your clients? Do you have a solid and reliable way of keeping in touch with them? Are you able to inform and educate your customer base with new products, services and news about your business? There are many tools available to make this really simple and powerful – all you need are your customers’ names and email addresses to get you started.

Summary

This is just a quick way of reviewing the experience of your customers and how they interact with your business. Sometimes it’s easy to overlook these things or get bogged down in the day to day running of your business. If there are any areas here that you are concerned with or would like to improve, Web-Feet can help you with;

1. Search Engine Optimisation (SEO)
2. Search Engine Marketing (SEM)
3. Responsive design and branding
4. Marketing strategy
5. User experience, testing, and implementation
6. Communication tools and automation

I hope you find this information useful.