Online and in the real world, the customer is a critical component of a business.
Ensuring positive customer experience on your website is important for your overall success, and it is what will make your site popular and keep people coming back.
However, deciding to create better customer experience and actually doing so aren’t always the same thing, and it can be tricky to move from one from the other.
Here are some key approaches for how to improve the customer experience on your site and hopefully improve your profits as a consequence.
Be Appealing Visually
The first thing that people see of your website is the way it looks.
This first impression is critical because people will often leave the site immediately if they don’t like what they see.
Everyone has different opinions of what is appealing visually and what isn’t, but one important factor is to favor simplicity.
For example, when people start making websites, they often play around with the background, frequently choosing pretty images, like a sunset or a badly tiled image.
The end result is a brightly colored background that makes everything else hard to read.
Other people might have multiple sidebars, each filled with links, images, and other things.
The problem is, when a site is busy like that, people simply don’t know where to go or what to look at.
This means their experience much worse.
Ideally, you want the appearance of the site to be appealing and you want it to show off the parts of the site that you consider to be the most important.
Using images carefully can be a good way to create better customer experience on your site.
When used correctly, images can help to break up long pieces of text, as well as to make a website look more interesting overall.
However, you want to focus on choosing high-quality images and not overloading your site with images. There is actually a range of free sites where you can get good images from, although paid ones will sometimes be better quality.
A picture might be worth 1,000 words, but an image will never replace content on a website, no matter how good it is.
On a similar note, you also want to pay attention to the navigation on your website.
If the site is difficult to navigate, it’s very possible that people won’t be able to find some of the information that you have on there.
I have seen far too many sites that have one link to their ‘blog’, which basically just lists all of their posts in sequential order.
This makes it almost impossible to find posts on a specific topic or just to browse until you find one that is interesting.
Most people won’t want to read through all of your posts in order, so it’s really important to give them other options.
There is a lot of flexibility about how you design your website and your navigation, but the key concept is to make it easy to use and to understand.
After all, the longer it takes people to figure out how to use your site, the less time they will have for your content.
Know Your Audience – And Listen to Them
The success of any website depends on your audience.
To get the most out of your website, you really have to understand your audience and you have to provide for their needs.
In some cases, this might involve significant background research into your audience, and working out the areas that they are interested in and what products or services are likely to appeal to them.
You can also find out information directly from your audience.
The comments section of a site is fantastic for this. You can often ask a specific question in your post and get people to reply in the comments.
Additionally, you will find that people sometimes respond in the comments on their own, particularly if the topic you were talking about was controversial or interesting to start off with.
For example, I’ve noticed on many websites that product reviews often generate a lot of comments, particularly when the review is about a product or service that people disagree about.
A really good example of this is Empower Network, or just about any MLM company.
With this type of company there is always a large number of people who have been scammed and have lost money, but at the same time, there are a number of loyal advocates who will argue against anyone putting the company down.
This can make the comments section lively.
The comment section is interesting, because you often find out more about your audience that way, and sometimes they will even ask you specific questions.
Whenever you can, you should aim to answer these questions, whether this is in the comments section or by making a new post.
Another way to find out about your audience is to look at their habits on the site and what purchases they actually make on your site.
For example, you might find that a large number of people click on a link from one specific page while hardly anyone clicks on a similar link on a different page.
If you can figure out why there is that difference, it can guide you in future decisions.
Likewise, if you find that an article has a large number of views, you might choose to do an expanded article on the topic or look for similar topics that you can address in the future.
In general, the posts that your readers show the most interest in and the links they click the most are indications of areas where they have some interest in, and this is something you should certainly pursue.
With a website, you basically have two options.
Either you make the site completely professional and impersonal or you actually interact with your audience as an individual.
There are many websites out there where you don’t even know who is writing the articles and you don’t know anything about them.
This may seem like a good idea at first, but no one goes to websites expecting to find a professional.
Who you are, your personality and your experiences are some of the most valuable tools you have for engaging your audience and being able to create better customer experience across the site.
If you let people know about you, you have the option of sharing anecdotes, of telling people your personal opinions, of being silly and of having casual conversations.
All of this is good for customer experience because your audience will always connect better with a person they know something about than a complete stranger.
The comments section is also relevant to this perspective.
You can really use the comments section as a way of holding conversations with your readers.
You’ll probably find that some of these conversations end up being relevant to the topic while others aren’t. That’s okay.
Even if you end up going off on a tangent in a discussion with a reader, it still shows you are engaged and you are interested in your audience.
That is a very important form of publicity and is certainly worth the time.
A Word of Advice
Customers are important for your any company or website, but the world doesn’t revolve around them.
Sometimes you will need to make businesses decisions that aren’t in the best interest of the customers.
After all, you still need to actually make money off the business.
Some internet marketers are so scared of offending their viewers that they rarely make any sales pitches and try to make any marketing as gentle as possible.
This is actually a really bad approach.
When you do this, you end up spending all of your time pleasing your customers and no time making profits.
Realistically, you will scare off some of your audience if you start making some pushes to get them to buy things.
But, that isn’t really a bad thing.
I mean, do you want your site filled with people who are never planning to buy anything?
Unless you have a site that focuses on advertising, non-buyers do not help your site much at all.
The key is to find a balance.
You want to be pushing viewers to buy, but you don’t want to push so much that it annoys the majority of your audience.
This balance can be hard to find, but it’s worth it.
A good place to start is to think about how you would be as a visitor to your site.
What things would be annoying to you and what things would make you actually leave the site?
You can also get the opinions of other people to help you find this balance.
In fact, one good place to go to understand more about optimizing your site and also to get the opinions of others is Wealthy Affiliate.
This training site provides support to internet marketers of all experience levels, including those who only just heard of making money online.
No matter what you know or don’t know, you are bound to learn more at Wealthy Affiliate.
I am an active member on the site myself and am more than willing to help you understand what the site offers and the process of making money online overall.