It’s been very interesting to watch the progression of web development over the last 20 years. Trends come and go, technology improves, new platforms have been developed and the graphic style continues to evolve.
These days it’s much easier to do it yourself, and that DIY trend seems to be producing a lot of cookie-cutter, template-driven websites that are wearily one dimensional. The fact is, your site needs to be multi-dimensional. In this age of mobile computing it needs to function as an on-line calling card, a customer service tool, a lead generation tool, an educational tool and, for many companies, a storefront.
So let’s look at a few of the most critical levels of website performance…
The good, old-fashioned, phonebook level.
In case you hadn’t noticed, the phone book is fading faster than you can say “Blackberry.” Now that we all have a computer in our hands at all times, Google IS the phonebook.
So on the most basic level, your website needs to function as a phonebook listing. There’s nothing fancy about that. Phonebooks provided only the basics; who you are, what you do, when you’re open, where you’re located, and of course, the phone number where prospective customers could learn more.
The same can be said for your home page. Cover the basics, front and center, and make it very simple for people to access more information if they want it.
But that’s just the first 5 seconds of engagement. In many cases that same site has to work much harder than that, for 50 seconds, or even five minutes.
Here’s an example: Say you’re locked out of your car on a cold night and you’re searching for a locksmith on your mobile phone. You’ll probably call the first company that pops up that offers emergency service .
Comparison shopping doesn’t come into play.
But six months later you might find yourself searching for a locksmith with a completely different set of expectations. For instance, if you need new locks on all the doors of your office building you ‘ll probably sit down at the computer and compare a few locksmith websites before calling anyone.
Same, exact unique visitor — different context. Different search criteria. Different behavior. So in that case, the locksmith’s website needs to work on another level.
The first impression level.
The most basic rule of marketing is to make a good impression. Quickly! If you don’t, you’ll never make it to conversion. Doesn’t matter if it’s a business card, a Powerpoint presentation, any other tactical marketing tool… the first step to success is making a good impression.
So how do you do that on a website?
Famous Chicago MadMan, Leo Burnett, once said, “Make is simple. Make it memorable. Make it inviting to look at. Make it fun to read.” There you go. That old-school thinking still applies.
Unfortunately, that’s a tall order for web developers who are accustomed to writing code, not copy. And it’s impossible for business owners who are muddling through a do-it-yourself website… “Choose a color. Insert logo here. Put content there. Proceed to check out!”
The fact is, most small-business websites fail miserably on this basic, 50-second marketing level… They’re not memorable. They’re not fun to read. And they look just like a million other websites built on the exact same design template.
That’s why the bounce rate from home pages is so ridiculously high… They don’t make a good first impression. In fact, most make no impression at all.
The conceptual, branding level.
Pliny The Elder once said, “Human nature craves novelty.”
More recently, marketing guru Seth Godin said, “In a crowded marketplace, fitting in is failing. Not standing out is the same as being invisible.” The whole premise of his book, Purple Cow, is “if you’re not Distinct, you’ll be Exctinct.”
Being distinct is what branding is all about.
Unfortunately, most business owners have no idea what “distinct” looks like in a website. And web programmers have a hard time disrupting the conventions of their tech-driven business, so you can’t rely on them for innovation.
The conceptual level of your website revolves around your core brand concept — that one, engaging idea that goes beyond your product and price, and touches on a deeper meaning for your business.
Brilliant, one-word ad that says it all for BMW.
For example, BMW’s core brand concept is stated very clearly: “The Ultimate Driving Machine.” It’s about engineering, handling and speed. It’s not a brand for soccer moms. The first glance at their website makes that clear.
When communicated consistently, a core brand concept will provide three things: Differentiation. Relevance. And credibility. Every great brand maintains those three things over time.
Often it’s not an overt statement, it’s a collection of symbolic cues and signals that come together to provide the ultimate take-away for the web user.
It’s the use of iconic, eye-catching images rather than stock photography. It’s a headline that stops people in their tracks and questions your competitors. It’s navigation design that’s both intuitive to use, AND distinctly different. It’s clear, compelling messages each step of the way. And most importantly, it’s craftsmanship!
When your site is well crafted your conversion rates will dramatically increase. Guaranteed. So rather than just jumping into a quick, do-it-yourself site, stop and think about your brand. Do you even know what your brand stands for? What your promise is? Can you communicate your idea in one sentence? Do you really know your market, your customers, your value proposition?
Those are the fundamentals. That’s the homework you need to do before you even start thinking about HTML programming. Because no amount of technological wizardry can compensate for the lack of a clear, single-minded brand idea.
The research or “how-to” level.
The deepest level of engagement is content that educates. People are hungry for information and quick to examine the details of even the smallest purchases, so give them the meat they need to make an informed decision. Don’t make them go to your competitor’s website for honest insight on the purchase decision they face.
On business-to-business websites this often takes the form of webinars, white papers, videos, articles, blogs and tutorials. On retail sites it’s third party reviews, product comparisons and user-generated content. This is where you site can get very deep and very relevant for serious prospects. Don’t overlook it.
The conversion level.
Lest we not forget the ultimate goal of most sites… to persuade, sell, motivate and move people to action. If your site’s working on all those previous levels, it’ll happen quite naturally.
If you want to improve the performance of your website, and transform your ordinary business into a powerful brand, give me a call. 541-815-0075.