Do you realise how important your business’s website is in introducing your target market to what you do and offer? It’s essential to offer visitors a “good service” experience that creates confidence in your website to achieve your ultimate goal, commonly known as conversions.
When we think of a service, we probably think of physical interactions. But times are changing and the digital world is revamping these tangible interactions, with virtual ones via the Internet.
Sound complicated?
It can be. But here is a way to think of it simply. Think of the service your website offers its visitors as a restaurant experience. What do these two have in common? They both have similar customer touch points. A touch point is business jargon for any encounter where customers and businesses engage to exchange information, provide service, or handle transactions. If you’d like to know more about how you can improve your website, get in touch with custom web development experts now.
Touch point #1:
Greeting/Atmosphere:
The restaurant hostess greeting and directing you to your seat is comparable to the first impression of a website. Is it visually appealing and simple enough to keep the customer on your page? Digging deeper, it’s important to identify where the eye looks on a page, also known as “hot-spots.” According to Neilson Norman Group the eye captures your content in an F-shaped form.
Identifying these hot-spots through “In-Page Analytics” is a brilliant tool to utilize when strategizing where to put the most important information on your web pages.
Example: On Robin Pope Safari’s homepage, the click stats reveal the credibility of the F-shaped eye pattern. The mastermind behind “what goes where” must brief your web designer to optimize this tactic.
Takeaway: According to Amazon research, there IS a relationship between site speed and revenue. Drum roll please: If your website speed is made 1 second faster = 10% revenue increase.
Touch point #2:
The Actual Service.
The food service (timing and presentation) is the essential restaurant experience, just like the navigational ability of a website. Is the information featured organised in a manner that allows the user to effortlessly find their way through the website?
Touch point #3:
Customer Service.
A restaurant gives the customer an opportunity to express their concerns, complaints, and kind words directly to a waitress or manager, whereas a website offers an indirect form to do just the same thing. Make sure an online comment or enquiry receives quick feedback to ensure happy customers! In addition, make use of a call center or recruit staff members to man online chat support platforms like Olark to increase your so called, “human resource” customer satisfaction.
At WildWeb we specialize in website development and can transform your website into a “’Class-A’ restaurant experience!”
