What Customers Expect from Your Website
Business Success is Simple
You can reduce the secret of business to one sentence: Give customers what they want; how they want it and when they want it. When you do these things in your business, you will find success.
Today, the expectations of customers have changed. They buy and shop different. If you are going to be successful, you must match your business presentations to your customer’s expectations.
One of the key areas in today’s changing economy is the power of a business’s website. Bill Gates said, “If you do not have an internet business, you are part of a business that is dying.” Strong words, but changing customers buying habits bear the truth of Bill Gate’s statement.
In the next series of blog entries, I will feature my thoughts on the changing expectations of customers and how they affect your business. Whether you agree or not, we are now fully into a new digital economy. If you are going to be successful in business, you must give your customers what they want, how they want it and when they want it. This series of blog entries will try and articulate the new expectations so you can better match what your customers want.
As always, feel free to add your own comments with a blog entry to add to the discussion. These types of “conversations” are a hallmark in the new customer shopping and buying habits. Enjoy and please add your comments. Thanks you.
“What Customers Want in Today’s Website Economy”
Thank you for requesting this special report. The fact that you requested this report indicates you have a sense the world of commerce is changing. You see it. You feel it. You personally experience it when you do your own shopping.
The purpose of this report is to help you articulate the changes that are taking place. With a clearer understanding of today’s customer buying habits, you can change your website to match customer’s expectations. After all, isn’t that the purpose of our businesses—to give customers what they want in the way they want it and when they want it.
These blog entries starts with a picture of today’s changing customer. The internet has changed the way we do commerce. The railroads changed the way commerce was done 100 years ago. The auto and highways built the shopping mall commerce over the last 50 years. The internet has created the new digital commerce.
Today’s Digital Customer
Customers prefer the internet 12-1 over the yellow pages. For the last 50 years, the phone and the yellow pages have been a marketing and advertising staple of every business. Customers now prefer other ways of finding their information.
This is just one example of how customers are shopping and buying differently in the digital economy. Let’s look at the customer features of this economy.
Access
Customers are no longer bound by slow computer and phone assess. With advancements in wireless and I-phones, customers can get internet access from anywhere.
Customer Choices
A Google search shows multiple buying options within seconds. The internet offers a customer multiple buying options. They are no longer forced to buy the “standard” model on “the shelf” that comes in only two colors. There are dozens of businesses for each product waiting to customize the exact model and color a customer wants.
Convenience
The internet allows 24/7 access, without walls, hours, schedules or boundaries. Mom doesn’t have to load the kids into the car and go to a busy mall. She can order her products while the children are napping or late at night when most street stores have already locked their doors.
Security
Internet security has improved. With increased internet buying and advancements in shopping cart processes, the security of buying over the internet has given customers confidence their payments are safe and secure.
Pricing
The internet creates new pricing pressures on today’s street businesses. By doing simple research on the internet, today’s customer find a full range of pricing options. Today’s buyer can go to a car dealer knowing how much the dealer actually paid for the car sitting on the showroom floor.
Delivery
Shipping was once a problem for internet buyers. It could be costly and time delayed. Shipping costs could off set cheaper product price. Shipping options have improved. I recently ordered a trailer hitch (40 pounds) at 2/3 the cost of similar product on the street. It cost $1.99 in shipping and was at my door in three days.
Support
The customer can now go on line to get warranties, guarantees, product specifications, assembly instructions, register complaints and other important help. They can schedule appointments on line. Businesses have created customer resources centers on their website.
Conclusion
Today’s digital customer has it all. They have access to customized solutions to their problems. They have 24 hour convenience. They understand pricing options. They have delivery and customer support. More customer refinements are being made everyday on the internet.
To be continued, your comments are welcomed...
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