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Top 10 Things Customers Want To Know & Experience On A Website

Here are the top 10 things that a customer want to know and experience on a website based on an article from Entrepreneur,


1.How your business is unique

IT’S THE SINGLE MOST IMPORTANT QUESTION for you and your customers. What makes your business truly unique? Or to put it more bluntly–why should shoppers buy from you versus one of your competitors? Do you know?

Although the answer is crucially important, it’s often one area that companies struggle to clearly and effectively communicate.


2. A clear sense of what your company offers

The power of purpose is a huge key to building a successful business.


3. Contact information, including a phone number and physical location

This may seem like a no-brainer, but many companies are purposely vague about their location. Some prefer to do all of their business online and see no need to publish an address or phone number. Others are home-based or they worry that giving a street address or hometown will somehow hinder them.

This is a must!


4. Third-party validation

A company portfolio establishes credibility for your company. It tells someone your company history, the background of your team and highlights actual projects you’ve worked on. When done properly, a company portfolio leaves no doubt in someone’s mind that you’re the best company and team for the job.


5. Secure Socket Layer (SSL)

SSL is an encryption system that helps protect the privacy of data exchanged between a customer and a website. If you have an e-commerce site that takes credit card information, customers want to know that their sensitive data is encrypted. Get SSL if you don’t have it. If you do, let customers know that and about any other safeguards you proactively take.


6. Ease of use and navigation

If people can’t find it, they can’t buy it. Porter advises keeping sites “crisp, clean, and easy to navigate,” but also for site owners to study traffic and usage patterns to adjust their sites based on what visitors are coming for. “The ability to search a site is very important,” he says. “Businesses should study their search data to see if there are trends and what to make front and center.”


7. Clear guidance on your processes

Let customers know, step-by-step, important things such as how to order–and where to go and what to do should something happen out of the ordinary. Customers also want to know your shipping costs and procedures and how they can get status reports. (Don’t list your shipping costs and procedures after people enter their credit card information, Cutler urges.) Last but not least, customers want to know how you handle complaints and problems, return procedures, and whether you have a money-back guarantee.

Your processes can be described in a FAQ (frequently asked questions) page or separate “how to order,” shipping, and/or confirmation pages. Include a way customers can contact your business or fulfillment agency for more information.


8. An ability to give feedback

Product reviews are an essential part of an online store’s branding and marketing. They help build trust and loyalty and typically describe what sets your products apart from others.


9. Clear calls to action

The call to action is a key element on a webpage, acting as a signpost that lets the user know what to do next. Without a clear CTA, the user may not know the next steps to take to purchase a product or sign up for a newsletter and is likely to leave the site without accomplishing their task.

A call to action makes it clear to potential customers which action to take next and helps remove friction in moving the user down the sales funnel. There can also be multiple calls to action on a page if there are multiple desired actions for the user to take.


10. Special offers and personalization

By personalizing a sale with a special offer, incentive, or coupon, small businesses can gain an edge on their bigger counterparts, Porter says. “This can be as simple as a hand-written thank-you note, free gift wrap services, or a special offer for repeat business.


I hope this topic helps you in any way possible.


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