Does Your Website Improve Your Customer’s Experience? 

Customer service has always been important. But in the last decade or so, when sharing your opinion to the masses has become the norm, customer experience is the thing that can make or break a business.

Many people still have old school ideas about how to provide a great customer experience, though. Sure, your services and products should always be top-notch. And your staff should be knowledgeable and accommodating. But in reality, the customer experience starts long before the first human interaction.

Your customer’s very first contact with your company is probably through your website. Your site sets the stage for the rest of the customer’s journey – This is where the customer experience really begins. Fortunately, there are a few fundamental things you can do to ensure your site is sending the best possible message to your customers and setting your interaction up for success.

 You already know your website should be visually pleasing, but that’s not all that goes into creating a customer-centric site.  If your site looks great but is hard to navigate or understand, your customer won’t spend much time trying to figure it out. Instead, they’ll head over to your competitor’s site.

 The best, customer-friendly websites have a clean design and make good use of white space. Many business owners are anxious to share lots of high-quality photos of their projects or products – and they absolutely should, but there’s a right way to do it. Every square inch of your site doesn’t need to be covered with pictures; it defeats the purpose and causes image-overload. For best presentation to your customers, place photos in an easy-to-navigate gallery.

 Feedback from actual customers is an essential part of a great website – especially if you’re in the service industry. Honest accounts of customer experiences not only share the quality of your work but also help give your company a human appeal that prospective customers are looking for. While you’ll be naturally inclined to share only the best reviews, don't shy away from including a few that aren’t picture-perfect. A customer’s description of an unsatisfactory situation that was ultimately turned into a great experience gives your collection of reviews and testimonials an authentic feel.

 Interested in displaying reviews from other sites, like Google or Yelp, on your own site? Consider an application like Locallogy’s Review Builder . The Review Builder tool collects your company’s reviews from across the internet and displays them in a clean format with your company’s branding.

Don’t discount the importance of your website in the customer’s journey. With a clean, easy-to-navigate site that includes your contacts, a blurb about you and your team, customer reviews, and FAQ’s, you’ll set the tone for an excellent customer experience.

Worried your site might not be set up for the best customer experience? We can help! Get in touch with us at Locallogy . We’re local marketing experts specializing in exceptional customer experiences.