Why my ‘customer journey’ was costing me money.
New website, who dis?
So I made the decision last week to make a brand new website (as if I wasn’t busy enough haha) even though I had spent hours, weeks.. in fact months on my first one 🙈
So a lot of time, effort and even help from friends went into my first website. And I spent an evening looking and checking out my customers journey - something you need to look at ALL THE TIME!
Make your Customer Journey GREAT
You need to always keep on top of:
How are customers/ audience finding you?
What’s their first impression of you?
What is their experience when they visit your profiles/ website?
Are there recent images of you? (If applicable)
Is your product/ service easy for them to find on your website?
But here’s the one that was negatively affecting my customer journey. It was probably costing me money, potential sales & leads and wasting my Facebook Ad Spend.
My website was taking wayyyy too long to load. I didn’t have the patience to wait for it, so why would anybody else?
Website Speed WILL affect Sales!
So my website was taking over 20 seconds to load up, and trust me I know. People want information delivered to them easily and FAST. There’s no patience in this game anymore. Information needs to be delivered quickly, a long load time will put most people off.
So I had to take the emotion out of it & put my customers journey first. Yes I spent many, many nights on the old site. And it broke my heart accepting I had to throw away all that work. But my customers journey will ALWAYS be the most important factor to consider when making changes like this.
And now, I have a super user friendly super fast website.
I’m now happy to run my Facebook Ad campaigns again and send people to my website and now confidently know that the speed of the website won’t impact the loss of any sales or leads.
There is no point doing all the hard work, building know, like and trust - running paid advertisements to send people to your website and then to fall at the last hurdle and lose a potential sale or lead all because your website (something you can control) is taking too long to load.
Take the emotion out of it
What have I learned from this? Take the emotion out of it and make a business decision that is right for your business. If it improves your customer journey then do it. Don’t let your ego or any emotional ties get in the way.
Always test test test, and test some more on what your customer journey looks like (and loads like) often. Never assume everything is working just because it once did.
So new website who dis?
Well it’s still Nieve from Taylor Marketing.. just faster and on a fresher website. And I hope you enjoy.
If you need a fresh pair of eyes on your business, I offer strategy & consultancy days where one of the things included is analysing and mapping out your own customer journey.
Click here for more info or fire me a message to see if I can help you.
Nieve Xo
