Tag Archives: Customer Satisfaction

Improve Customer Satisfaction – WebSite Health

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Improve Customer SatisfactionOur last post discussed web site speed i.e. the time it takes to load a page once the reader clicks on a link to your site. There are added aspects to consider. For example, if your site uses a contact form.  Some templates come with a built-in contact form. While others will need a plugin to add this feature. Test the contact form for speed of response, for ease of use, and results in terms of customers and readers filling in the form. Remember to respond to them immediately.

Even if it is an automated response it is better than nothing at all. You will need to follow up within 24 hours with a real response. Otherwise, you risk getting bad comments on various boards, etc. This includes those people who post comments on various topics. Respond to them, even the negative ones. Other readers will gauge your response and decide if they wish to contact you after reading how you handle even the negative responses.

Improve Customer Satisfaction – Digital Books

If it applies a digital book might be the answer to retain loyal customers and keep them coming back. For example, we have not done this yet on our site, we are just getting started, but stay tuned we will have one sometime in the future. We also blog consistently talking about various topics that are of interest to our readers and to small business owners who are looking for information about building, maintaining, and operating a web site.

Improve Customer Satisfaction – Test after Every change

Operating a blog or a web site involves changing content, upgrading plugins, and themes all of the time. As these elements change, they sometimes stop working the way they should and the only way to find this out is to always test after making a change to confirm that everything is still working the way it should. Set up a regular testing methodology to ensure that the content is being delivered the way you wish and the plugins are doing what they are supposed to. Fix any negative test results immediately to minimize the impact on your customers.

Check the Time it Takes Web Pages to Load

We thought it is important to emphasize web page load speed one more time. There are many locations along the path between the server where your website is hosted and the user or person loading your page. There are a multitude of hops that have routers processing yours and millions of other bits of data. If one of those routers is overloaded or running a bit slow, your page will not load quickly. Same thing if your server is overloaded.

The first thing to do is to run a test called Tracert. Basically it will check the response time for all hops between your website and your location. If there are locations including your server that are responding slowly, it will be shown. You can then decide if any action should be taken and where to focus your efforts!

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Web Site Health – Customer Satisfaction

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Web Site HealthYou have improved the content of your companies web site or blog, it is fresh and accurate. There are lots of products covered and you have added all of the information that your clients and customers may need to help them decide on using your firm or contacting your firm for more information. But calls and contacts are simply not coming through and you are beginning to wonder if the investment in this web site was worth it. Maybe you should review your Web Site Health first.

There are many different attributes that will determine if customers will come to your site and then stay there to browse your material. By having excellent original content you have satisfied the search engines, but have you done enough? Once your potential readers or customers have been presented with search results that include your web site, the next step is for them to click on the link and be presented with the results.

Web Site Health – Response time

Many web sites are slow to respond for a variety of reasons. In some cases it is the server that it is running on that is slow. In others it can be a network issue. It might even be the readers last mile or modem at their location. Regardless, if it takes longer than 3 seconds to load a page, many people are just going to move onto another site and you have lost them forever!

The server and the configuration of your web site is within your control, while the other elements are not. Take the necessary steps to make sure that you are paying for a high response time server. Then design your web site to be as fast as possible. Delete any plugins that are not being used. Compress images before uploading to your blog. Delete anything that is not being used so that your blog can run as fast as absolutely possible.

Select a WordPress Template that is Efficient

There are all types of templates available. Some are more complex than others and some will load faster than others. Keep it as simple as possible. Test a lot until you have a template that delivers the content in an efficient manner that is satisfying visually to the customer. Keep testing to ensure that the theme and template work well with your server. Remember the 3 second rule and if your site is not loading within this time frame you could be losing customers.

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Reducing bounce rate on your website

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Reducing bounce rateMany people might be wondering what the term, bounce rate is. Bounce rate is when someone surfing the Internet lands on your website, stays for only several seconds, and moves on to another website. For people running a business, having someone land on your website and not stay because they found that they did not like the page, your products or services are potentially lost business. Reducing the bounce rate should be part of your SEO plan.

Reducing bounce rate – Catch Their Attention.

If a potential customer comes to your website, likes what they see, and then browses other pages, your chances of making a sale increase dramatically. Managing the bounce rate and providing high-quality content are two ways of achieving this objective.

We have put together a list of suggestions regarding reducing the bounce rate and increasing the time spent on your website. Each of these suggestions depends on the kind of service, products, and website that you have. Here’s our list.

Guidelines to Reduce Bounce Rate

  • Avoid pop-ups
  • Provide clear navigation
  • Ensure your website is well-designed
  • Ensure that your server is providing a fast response time
  • Your website should be mobile-friendly
  • Provide information about your customer’s priorities
  • Segment the information into logical areas
  • Optimized for the intent of the customer
  • Can avoid having too many advertisements
  • Avoid slow loading of third-party content
  • Provide color contrast
  • Avoid blatantly obvious messaging
  • Reduce distractions
  • Offer related content
  • Leverage your internal search capability
  • Open the external link in a new Window
  • Prominently display your search box
  • Provide a helpful bed link page referred to as a 404 page
  • Keep it readable and avoid duplication
  • Split up longer posts

Apply those Guidelines that Make Sense

Following some of these suggestions can improve your bounce rate, retain customers on your website for longer, and improve the chances of converting them into paying customers.  Not all of the above suggestions will apply to your website. Each site is custom designed based on the product or services offered by a given company. Applying the correct ideas to make sense to the reader and add value to the reader’s experience is most important.  Part of retaining your customers on your website is creating an experience that is valuable to them and causes them to stay on your site because they find it helpful or interesting.

For more help on these topics and others, please feel free to give us a call or send us an email.