[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2017\/10\/06\/website-design-customer-experience\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2017\/10\/06\/website-design-customer-experience\/","headline":"Is your website crashing your business?","name":"Is your website crashing your business?","description":"Can you describe what value, products, or services your company offers? Does your website provide those answers in a quick, engaging manner? It should.","datePublished":"2017-10-06","dateModified":"2022-10-17","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/steve-calechman\/#Person","name":"Steve Calechman","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/steve-calechman\/","identifier":244,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/1985c554546e60c93562e7c0417efb37e488ac2412ec4510a48a9a1c7a7b389b?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/1985c554546e60c93562e7c0417efb37e488ac2412ec4510a48a9a1c7a7b389b?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2017\/10\/thumbnail-871bef6f05943b845fe34e75fe76dd4d.jpeg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2017\/10\/thumbnail-871bef6f05943b845fe34e75fe76dd4d.jpeg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2017\/10\/06\/website-design-customer-experience\/","about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/","name":"Commerce","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Commerce","http:\/\/www.wikidata.org\/entity\/Q26643"]},"Commerce Platforms + Software",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/e-commerce\/","name":"E-Commerce","sameAs":["https:\/\/en.wikipedia.org\/wiki\/E-commerce","http:\/\/www.wikidata.org\/entity\/Q484847"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/marketing\/seo\/","name":"SEO","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Search_engine_optimization","http:\/\/www.wikidata.org\/entity\/Q180711"]},"UX"],"wordCount":749,"keywords":["Customer Engagement","Digital Transformation","Ecommerce","Sales","Website Design"],"articleBody":"Here\u2019s an important question for your organization: Can you quickly describe what value, products, or services your company offers? You can? Great. Now, go visit your company website. Is your answer clearly reflected on the home page?Chances are high that it\u2019s not.Websites are often muddled and outdated. Visitors don’t take much time to form an impression.In fact, an\u00a02012 study clocked it at less than 3 seconds. Often when companies undergo a digital transformation, the website gets overlooked. Though it’s not a new and shiny component, the website isn\u2019t going anywhere. It\u2019s your front door, and, because of that, needs to be impressive.Websites need to offer valueIt\u2019s not just a problem of old fonts or not being mobile-friendly \u2013 although these low-hanging fruits are still too prevalent. It\u2019s that often the website isn\u2019t serving its basic and primary function: There\u2019s an exchange that needs to happen with the customer. In order to make a sale or have consumers share their information, something of worth must be offered in return.That offered value needs to be clear. The best way to get clarity: Determine what you want your site to be known for.If it\u2019s to be a place to make sales, have large “buy” buttons next to product information, so there\u2019s no lag in closing the deal.If you want to be a thought leader, put out thoughts. Blogging is an old, but still effective vehicle to build a reputation and establish a dialogue with customers. Leverage the underused webinar, splicing it up into short clips to extend the value. Then, be the go-to resource. Offer product information. Have videos of demonstrations and repair jobs.Predict your customers\u2019 problems and have your “Frequently Asked Questions” answer them, whether it\u2019s:How can this product be used?Can it freeze?When will it leak?What are its limitations?If your customers need you most because something is on fire, then have messaging that reflects you’re there, 24\/7, when needed most. Be sure to provide your phone number, and make it prominent on the page. What separates you from the competition can be as simple as providing value quickly. You want your site to be the first and only stop for customers.      UX vs UI vs CX: What’s the difference and why is each so important?                UX vs UI vs CX: If your 3rd party delivery driver throws the package containing a fragile item over the fence, the customer is going to blame you, and this is going damage your overall CX, no matter how good the purchasing experience was.      Embrace changeThere might be internal pushback, especially if not everyone in your organization buys into the digital age.Salespeople don\u2019t want to lose business to online, and executives fear giving away information that could help a rival. It\u2019s understandable, but only to a point.Certain customers only want in-person service. That doesn\u2019t have to vanish, but most don’t want a sales pitch. Consumers do their research before a sale \u2013 59 percent, according to Forrester \u2013 and want the best and final offer to buy online. That segment is only going to grow. Service them now as a way to future-proof your business.As for information, there\u2019s no sense in being protective. People can easily search any place on the internet for what they need. It might as well be your site, where the information is useful, and not every post is pushing a product or extolling your greatness.That last part is key. It\u2019s a confident move, and one that customers will appreciate. They might not buy at that moment, but since you\u2019ve made their lives easier, they\u2019ll remember and will come back.      Your obsession with demand gen is going to suffocate your B2B marketing                We absolutely must stop measuring B2B marketing success in terms of campaign clicks, quarterly reports, and lead volumes alone. The B2B brands who will win are the ones we\u2019ll remember.      Analytics software allows you to measure how long people stay, what they read, and what they share. There\u2019s no need to guess.If a feature doesn\u2019t work, drop it. If it does, keep it, and what you\u2019re left with is a cemented impression of being valuable.  B2B, B2C, B2B2C.Unlock growth. Drive revenue. Scale effortlessly.\u00a0Take a tour of commerce that clicks\u00a0HERE."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2017","item":"https:\/\/www.the-future-of-commerce.com\/2017\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"10","item":"https:\/\/www.the-future-of-commerce.com\/2017\/\/10\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"06","item":"https:\/\/www.the-future-of-commerce.com\/2017\/\/10\/\/06\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Is your website crashing your business?","item":"https:\/\/www.the-future-of-commerce.com\/2017\/10\/06\/website-design-customer-experience\/#breadcrumbitem"}]}]