Here are the most intriguing and useful articles I’ve found in the last week, plus a summary of my own new content. Enjoy!
Is your web developer (or IT team) sabotaging your customer experience in ways that aren’t easily spotted?
You are likely already looking carefully at the pages, forms, content, and other visible elements to ensure that nothing is amiss there. But even when everything on the surface checks out fine, there may be hidden traps that your customers will encounter as they use your site. Think of them as web land mines, or CX-bombs.
Today, eliminating barriers to an awesome visitor experience is more important than ever. Your visitors have increasingly short attention spans, a low tolerance for frustration, and a plethora of alternatives. If they encounter something frustrating or confusing, they are a click or two away from your competition. And, with search traffic being driven toward sites with better engagement and greater social sharing, those quickly-departing visitors will affect future traffic as well.
Here are a few visitor experience land mines that I’ve encountered in the last month. […]
For most attendees of Pubcon Las Vegas, the best part of Matt Cutts’s keynote was his measured and nearly genial response to the previous day’s attack on both him and Google by Internet entrepreneur Jason Calacanis. Cutts heads up Google’s Web spam team, and Calcanis blames Google for destroying his Mahalo.com business when they launched their Panda update. The update targeted content farms, sites that generated large quantities of low quality content optimized for search. […]
If you were at my SXSW panel, How Brain Science Turns Browsers into Buyers, you already saw the latest proof that sexy imagery can boost sales. Ion Interactive, a firm specializing in online conversion, ran a test for online game-maker Kabam to improve signup rates for a vampire game, Thirst of Night. Take a look at the three images tested: […]
Many of us work with websites that depend on collecting user information – lead generation sites, charity sites, etc. Often, these sites have information useful to those visitors. The knee-jerk reaction is often, “Force them to give up their info before we show them the good stuff.” If there’s a search engine optimization person helping with the site, the immediate objection will be, “You can’t put your best content behind a registration form – it won’t get indexed by Google or even linked to, and your traffic will tank!”
The good news is that there’s a strategy that will keep BOTH the SEOs and the numbers people happy. […]