So after months of planning you’ve finally got your brand new web site up and running.
Everyone who you have asked, friends, family, employees etc. think its great (particularly your mum she loves it!) I mean it clearly says why you are a great company, how fantastic your products/services are, so what’s not to like about it?
Then you sit back pleased with yourself and wait for the phone to ring…
But of course it’s not about you is it? It’s all about your customer and this is actually what’s going through their mind when they arrive on your site:
I have found your site and instantly I’m looking for a reason to leave. I’ll need lots of reasons to stay, but just one will make me leave
I don’t trust you. You may have matched my search on Google & it looks like you might have what I need, but I still don’t trust you. I am going to browse all over your site and try to find reasons to confirm my suspicions. Ah ha jack of all trades… no thank you, Ooh only started 3 months ago, clearly no credibility, Any spelling mistakes or broken links, could be shoddy workmanship, no attention to detail, perhaps that will be how you deal with me too?
I’m impatient. Get to the point quickly demonstrate to me that you know what I need and that you can deliver it. I don’t want to go trawling your site for more information until I know I’m in the right place
I’m selfish. I’m only interested in me, I don’t care about your business, I care about me & whether you can deliver the product/service/solution I need. I’m completely not interested in all the other things you sell or do, just the one thing I need.
I’m confused: What do I do now? How do I contact you? How do I order? Why is it so difficult to find this information on your site? There are so many options I don’t know which to click.
I’m suspicious. Is your payment gateway secure? Can I trust you not to spam my email address or sell it to someone else who will? Will my order ever arrive? Who have you worked with before? Did you do a good job?
I really need to be told what I need and how I can get it. Please make it easy for me.
