Customer experience stats that are mind-blowing

Responsive Web Development ted360

Everyone’s heard it: “Retail will change more in the next five years than it has in the last 50.”

And although advances in digital technology have been driving this change, it’s the consumer that’s in the driver’s seat.

[source: Salesforce] Armed with a smartphone, this consumer has the world’s largest shopping mall in her pocket. She can access her friends and their friends via social channels for inspiration on trending products. She can showroom, Webroom and access product pricing faster than your typical store associate. She can pull up a competitor’s digital coupon at your point-of-sale when she’s ready to make a purchase. And finally, she can access service, anytime and anywhere.

In short, she’s in control of today’s path-to-purchase. She can deftly perform product comparisons, including price checks, without the aid of an associate. She has a wealth of channels to choose from (and she does). And thanks to daily deal and promotional aggregators, she knows when and where to hit the “buy” button.

Competing on the traditional marketing levers of price, product, place and promotion is extraordinarily difficult in this environment. As a result, brands well-positioned for success in the coming years have adopted a new strategy; in other words, they compete on the customer experience.

But according to research, brands are struggling to pull together a compelling experience. Based on insights from consumer surveys, there has never been a greater opportunity to redefine the customer experience, across marketing, sales and service. All stats below are from the 2016 State of the Connected Customer Report and the 2016 Connected Shoppers Report.

Great Expectations

Today’s consumers are looking for every brand interaction to be connected, relevant and convenient. For example:

  • 75% consumers expect a consistent experience wherever they engage (e.g., Website, social media, mobile, in person).
  • 64% consumers want personalized offers from retail brands
  • 56% consumers willing to share data to receive faster and more convenient service

Stakes are Higher than Ever

Switching costs are low when the world’s largest shopping mall rests in every customer’s pocket. Retailers grapple with the consequences of in-store showrooming while customers seek out the best deal on their smartphones. If a retailer isn’t making an effort to understand the shopper and tailor offers, the shopper is willing to move to greener pastures:

  • 70% of consumers say technology has made it easier than ever to take their business elsewhere.
  • 52% of consumers are likely to switch brands if a company doesn’t make an effort to personalize communications to them.
  • 50% consumers are likely to switch brands if a company doesn’t anticipate their needs

Stores Struggle to Deliver

Today, most stores are not meeting the expectations of today’s sophisticated shopper. While “cash and carry” has been a part of the rich history of brick-and-mortar retail, the reduction in delivery times has enticed many consumers to embrace the convenience of online shopping.

  • Only 32% shoppers visit stores because they like the overall in-store experience
  • 77% shoppers avoid stores

Employees Need to Up Their Game

According to shoppers, employee knowledge and availability is an important component of the customer service experience. Consider these findings:

  • 75% of consumers say it’s absolutely critical or very important to interact with a salesperson who is available when they need them.
  • 68% of consumers say it’s absolutely critical or very important to interact with a salesperson who understands their preferences or needs.
  • 44% consumers typically know more about a product than a store associate

Transform the Customer Experience Today

Everyday, innovative brands are redefining how they engage with today’s consumer, whether it’s personalizing every path-to-purchase, creating a seamless journey across all channels of engagement or providing faster, more convenient customer service.

Industry thought leaders, like retail futurist Doug Stephens, are deconstructing how the most successful brands are re-engineering the store experience to secure their place in the hearts and minds of today’s consumer.

Responsive Web Development

Responsive Web Development ted360

Give Your Targeted Audiences A Unique Online Experience…

by making your Websites more mobile-friendly.

Is your business ready for the rapidly-growing mobile Internet community? You should be and the time to take action is now. Many experts even predict that 2014 may be the year when Internet access through mobile gadgets will finally overtake desktop Internet access. Just take a look around you and you’ll agree that this is imminent – what with all the tablets, smartphones, and other Web-enabled gadgets proliferating and used by people from practically all walks of life.

However, Website designs of old were particularly intended for desktops and laptops with bigger screens, formats and layouts. Mobile gadgets make use of smaller screens which are touch-sensitive, thus requiring different layouts for content. Websites using old architecture will appear awkward or even unreadable when viewed from a mobile gadget with a smaller screen. This is why your business needs to design and build a mobile-friendly Website that is fully readable whatever gadgets your targeted audiences have at their disposal.

How Responsive Web Development Work?

  • Responsive Web development services helps you build mobile-friendly Websites with an architecture that automatically adjust or adapt to the screens used by a particular Website visitor when viewing your site
  • This ability to automatically adjust according to the viewer’s screen makes responsive Websites different from the previous mobile Website standard, which has a fixed design intended for the small screens of mobile devices
  • Unlike mobile Websites that require separate or URLs, responsive Websites gives you only one Website with one URL that automatically adjusts to the format and layout according to the gadget used
  • Using a single URL and a single Website for any devices makes responsive Websites better from an SEO standpoint. Multiple Websites may have a negative impact on your PageRank and page authority. Responsive Websites are indexed easier, has better and more established page authority especially for mobile users, and a single-domain backlink repository that will boost your SERP rankings

Why Use Responsive Websites for your Business?

  • A Website that is not mobile-friendly will only frustrate mobile users. 61% of such users will most like look for another Website that will appear better on their mobile devices. With responsive Websites, you get to keep Website visitors from the mobile user community
  • Google confirms that mobile-optimized Websites will rank higher in SERPs for inquiries done through mobile devices
  • There is no need for your business to maintain separate Websites and domains intended for mobile devices, which require additional coding and canonical tags so you don’t have to worry about losing page authority
  • A responsive Website is more usable for your targeted audiences, giving them better Website user experience. The results – satisfied site visitors that are likely to convert into loyal customers and brand ambassadors

Create a Beautiful Business Website

Responsive Web Development ted360

Small businesses need strong Websites to help inform and sell potential customers.

Use these five tips to make your Website design a success.

Are you a small-business owner looking to have a Website built? To someone new, the entire process can seem daunting and leave you feeling confused. Don’t throw up your hands yet! Use these five simple Website design tips to make it easier on yourself.

1. Quality over quantity.

When it comes to designing and developing a Website, many small-business owners bite off more than they can chew. Often times, I talk to small-business owners who list off feature after feature and page after page that they want built, but they don’t have the five-figure budget that comes with it. I’m here to say, that’s OK! When building a Website for your small business, quality trumps quantity. It is much better to start out with a small, high-quality Website than it is to spend your resources on building a giant site. Why? Starting small means you save money, since there’s less for you or an agency to build. Also, it gives you the ability to focus your time, energy, and money on building out the most important parts of the Website, such as:

  • Making sure it loads quickly (under three seconds)
  • Making the site mobile optimized (responsive)
  • Creating an informative customer experience

2. Make your call to action strong and visible.

You should treat your Website as a salesman; its job is to generate leads for your business. The only way it can do that is if it has a strong and visible call to action (CTA) on it. The best CTAs are incentives that give the potential lead a reason to take the next step and buy what you sell. Here are some great, incentive-based CTAs:

  • “Contact us today for your free consultation!”
  • “New customers receive 10 percent off their first purchase–contact us today to claim yours!”
  • “$100 off your purchase with this printable coupon. Bring it in today to save!”

If your business can’t use an incentive in its CTA, you still have one option. You’ll want to make sure that your CTA is clearly visible and leads to some medium whereby a lead can contact you. This medium can be a contact form, a phone number, or even an email address. However, to maximize leads generated by your Website, you’ll want to put the CTA in a place that is highly visible on your Website. Great placement options include: highlighted in the menu bar, at the center of the page when loaded, or in a floating sidebar.

3. A picture is worth a thousand words.

A great Website (the kind that generates the most leads) uses both content and media (such as pictures and video) to tell your business’s story. A lot of small businesses get the content aspect right but miss out on the media part, which is just as important. A picture can sell your service much better than anything you write. Here are some examples:

  • If you’re a restaurant, you should have pictures of menu items to make the visitor crave your food.
  • If you’re a law firm, you should have headshots of all your employees to create trust.
  • If you’re a clothing store, you should take pictures of all clothes in stock and show them on your site.

Visuals help sell your product and, when it comes down to a consumer making a purchasing decision, it could be the reason why he or she chooses your business over a competitor’s.

4. Get inside the head of your customer.

When designing your small-business Website, the most important question you can ask yourself may also be the simplest: “What information does the customer want when coming to this site?” Answering this question will help you create the foundation upon which to build your Website. If you find yourself scratching your head trying to determine the answer, don’t worry. The best thing you can do is ask your current customers if they’ve accessed your Website within the past few months. If so, what information were they trying to get out of it? This will help you understand what content you need to have on your Website.

5. Being mobile responsive and having quick loading times are necessities.

When it comes to the technical side of building the Website, you don’t need a lot. That said, you do need to ensure that the Website design agency you choose builds it to be mobile responsive and load in under three seconds. Mobile Web viewing is starting to surpass desktop viewing, and although the user is accessing the same content, the device is much smaller and has limited access to fast Internet. That means your Website has to fit their device’s screen and load on it quickly or they’re going to leave. A study by Adobe has shown that 39 percent of people will stop engaging with a Website if images won’t load or take too long to load.

Wrapping up

Designing and developing a site for your small business doesn’t have to be a headache. Remember the five key tips above and you’ll have a Website that not only looks great but also brings in more customers!

Create a Website that people want to visit

Responsive Web Development ted360

A minimalist design is the way to go. Here’s how to achieve it.

At some point, you’ve probably visited a business’s Website, taken one look, and immediately had the urge to pound the “X” button. A new study has some insight into why that might be.

EyeQuant, a German-based Website design consultancy founded in 2009, uses artificial intelligence to study Websites and determine what features are likely to connect with visitors–and which are likely to drive them away.

The company’s algorithms can assign every Website a “clarity score” of 0 to 100 based on the cleanness and simplicity of its design. So a Website with tons of text, menus, and ads will have a low rating, while something minimalist (think: Apple) will score highly.

Recently, EyeQuant studied 300 Websites for e-commerce companies–from car rental agencies to electronics outlets to travel sites–and its AI assigned each a clarity score. The company then compared those scores with the bounce rate provided by Web analytics site Alexa. (A site’s bounce rate refers to the percentage of visitors who leave a Website without clicking anything, a bad outcome for a company looking to turn visitors into customers.)

The study, first reported by Fast Company, had some pretty clear findings: People were more likely to bounce from cluttered Websites than from clean, minimalist ones.

What most surprised Fabian Stelzer, EyeQuant’s co-founder and CEO, was the robustness of the results: Clarity and bounce rate had a correlation coefficient of -0.57 out of a perfect -1.00. “Think about the reasons you would leave a Website without doing anything. There’s a whole range of things that can make you do that,” he says. “Maybe the page loaded too slowly, or the offer you thought you’d see wasn’t there, or there’s a giant ad in your face, or an alarm clock goes off in another room. So to have one single reason–the design’s clarity–have such a strong correlation with bounce rate is really interesting.”

So how can you design a Website that’s uncluttered but also gives viewers the information they need? Stelzer shared some advice with Inc. on how to create a landing page that’s simple and welcoming, and thus most likely to turn visitors into customers.

1. Focus on the three Ws

Stelzer says there are three things that need to be clear to a Website visitor when they arrive. What is your business selling? Why should they care about it? And where should they go next if they want to engage? “We work with so many companies, mostly larger ones, and even they often don’t get it right,” he says. “One of the Ws will be missing. You want those three things to all be visible. You don’t really need much more–if you have them, in theory, you have everything you need to get a user to convert.”

2. Carefully choose what elements to include

What makes a Website appear cluttered, according to visitor perception? The primary culprit is text. EyeQuant’s test users rated Websites with the most words on the page as having the least clarity. Keep your descriptions or instructions limited, and hide navigation in expandable menus or tabs.

Other elements, like ads or tables, can also make a site seem too busy. Something that does work: large, high-quality photos. “Even if there’s lots of stuff going on in the photo” Stelzer says, “it generally will not cause a perception of clutter.”

3. Don’t use carousels

Those slides that automatically change every few seconds? Avoid them at all costs. “I don’t think you’ll find any expert in conversion rates who thinks those are a great idea,” Stelzer says. “It’s typically the result of having many stakeholders involved in a design with many different ideas. They can’t fit everything onto the homepage, and they decide on including a carousel.” That outcome might please your company’s various teams, but it won’t be conducive to attracting customers. “They just don’t work,” he says.

4. Create a design-friendly culture

“The biggest enemy of clean Websites is probably not bad designers,” Stelzer says. “It’s usually an organizational inertia.” One frequently disastrous scenario: having design decisions be determined by the HiPPO, or the highest paid person’s opinion. So if you’re the one with the power to call the shots, make sure you’re deciding based on data and feedback from the experts instead of what you personally like. “The cultural aspect of Website design is often underestimated,” Stelzer says.

5. Take a scientific approach

While the general finding is that clutter will drive people away, there are no hard and fast rules about what should or shouldn’t be included on a Website. “Some things will surprisingly work for some business while they don’t work for the majority of others,” Stelzer says.

Before making any design change, make sure you know what kind of impact it will have on your visitors. This can be derived from a survey of visitors or an A/B test rolled out to a small percentage of users. “All these methods are better than deciding based on subjective discussions, or going with your hunch,” Stelzer says. “The key is moving toward a design process that’s as objective as possible.”