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Having a pretty website or a
technically sophisticated one is all well and good, but the proof of
the pudding lies in how well it does its work...
...and what is the
'work' of a website? It is CONVERSION - its ability to communicate
your message in a way that pulls viewers over to your way of
thinking and makes them take the action which you'd like them to
take.
For a business website, the objective is
sales - i.e. turning viewers into customers. For an information
website it may mean turning viewers into regular subscribers and so
on...
Strategic thinking (fixing your
objectives) and employing the resultant correct tactics will improve
your site's conversion rate, which in turn generates more
leads & sales.
The key to increasing the efficiency
of your website is conversion balance
What, you may ask is conversion balance?
Quite simply it is balancing the site's Success Factors
(building trust and confidence) against its Failure Factors
(undermining that trust and confidence). A higher success to failure
ratio leads to 'conversion' and a higher failure to success ratio
leads to viewers abandoning your site before they react the way you
have planned.
This balancing act can happen
consciously and/or subconsciously and is in action every moment they
are on your site. The more marked the imbalance, the easier is their
decision whether to buy or to click away.
Thus your objective as the site owner
is simple - increase the success factors and decrease the failure
factors, to improve your conversion rates. Whatever business you
may be in, this principle is universally important.
The 3 main principles
affecting conversion are:
-
Engagement: keeping the viewer
interested long enough to appreciate your message
look deeper into your site.
-
Efficient
Communication: giving them the
information they are looking for quickly and
efficiently without making them search for it.
-
Complete Information: giving them all
the information they need and all the reasons they
need to make a 'buying decision'.
Any element that causes frustration,
negativity or a concern in the mind of the visitor tips the balance
against conversion and in favor of abandonment.
There are other more minor
yet significant Failure Factors that work against
conversion and they are:
-
Poor copy (doesn't focus
on benefits to visitors)
-
Poor navigation
-
A poorly organized site
structure
-
Information displayed in
the wrong order
-
Too many clicks to
achieve their objective
-
Illegible copy or text
that is difficult to scan
-
Too many choices
-
Inconsistency
-
Too much technical
jargon for lay viewers
-
Broken links
-
Outdated content
-
Unprofessional design
-
Hard to find contact
information
-
Forms that ask for too
much information
Failure factors generate
anxiety, not to mention severe frustration, which is
lethal for any website in this age of shortened
attention spans. They erode the motivation of your
visitors and prevent you from building a good
relationship and this leads viewers to click away from
your website.
What about Success Factors?
Anything that makes your content
interesting, comforting, self-explanatory, obvious, easy-to-use, and
meets your visitors' needs quickly, efficiently and persuasively, is
a success factor. These factors include:
-
UVP: Unique Value
Proposition (why you and not your competitor?)
-
The strategic use of
Multimedia and Streaming Video in addition to
text - this amply provides the 3 conversion
principles of engagement, communication and
information described above.
-
Understanding
your visitors' motivation
-
Sales copy that stresses
Benefits more than Features
-
Easy and intuitive
navigation structure
-
Well laid out site
structure
-
Succinct copy
without too many 'salesy' frills
-
Clear instructions in
your call for action
-
Simple forms that
do not demand too much information which the viewer
may be reluctant to provide.
-
Good Layout with
easily scanned pages, designed much like a magazine
with pull-outs, narrow text columns, etc.
-
Incentives and
offers
-
Testimonials
-
Using well recognizable,
universal web conventions (i.e. make links
look like links)
-
Meaningful page
titles, descriptions and sub-heads
-
Professional design
that does not look 'homemade'
Success factors like these generate
confidence and a positive reinforcement that adds credibility to
your image. When visitors feel comfortable and like they're in the
right place, you earn their trust and now have an opportunity to
build a relationship. You need to encourage them to read on,
click to the next step, fill out a form or pick up the phone.
It is important to provide content for
different kinds of people; those who just want the facts please,
those who respond to an emotional pitch, people who are visually
oriented, detail-oriented individuals, etc.
Detailed text documents are OK for
the latter but most people want their information fast, easy to
grasp and interestingly displayed - which falls into the province of
Streaming Video - a mode of communication that is more
powerful than most people are aware of and which is fast becoming
the ideal mode of communication these days.
Conversion is the result of a series of
small decisions and tiny steps that all fit together to help viewers
along to reach your stated objective. By reducing the failure
factors and increase success factors you will tip the scales in your
favor and "Convert Viewers into Customers" |