Our customer experience expert, Courtney Martyn, shares her list of what could be irritating customers on your site.
1. Buried contact details
Some businesses put together a great website, only to have their contact details in a hard-to-reach location. These should be obvious as soon as your site loads.
2. A lack of white space
Content is good. But there can be too much of a good thing. If every page is filled with images and text, you’re likely to overwhelm.
3. Non-responsive design
Mobile-friendly, accelerated mobile page (AMP) sites are important, especially in trades. Let’s say you’re a plumber – chances are customers in an emergency are searching on mobile. These designs will help you appear higher on search results (making you easier to find) and load faster for customers.
4. Using tricky lingo
It’s likely the industry phrases you use are unfamiliar to customers. Do some quick Googling before you write to make sure your site is understandable. Use terms customers search for and this can even improve your ranking.
5. Cutting back too much for mobile
Mobile-responsive developers often ask for a cut down version of your site. The trick here is to avoid stripping back too much. Remember, if a customer can’t find the info they need, they’ll go elsewhere.
If you’re looking to impress customers with your site (and keep them from clicking elsewhere), keep this list top of mind.
Courtney Martyn is the Customer Concept Lead at Sensis.