Tag Archives: customer Interaction

With Google’s Matt Cutts admitting that Google is using website speed as a minor ranking factor, there had been quite some noise about page speed among the web design community. Now with the latest stats positively showing the page speed as not so significant as many believed it to be, can it actually affect a website negatively?

Not considering any SEO implications, page speed is an extremely important web usability element. Consider the following example originally published on Master New Media .

Gaze plots from two different users: The blue dots indicate where users looked (one fixation per dot).
  • Screen 1 – The first test participant in the top gaze plot fixated a few times within the big empty color block before the content downloaded, then spent the remaining time looking at the rest of the page. This user never looked at the big promotional space after it had rendered.
  • Screen 2- The second user (bottom gaze plot) happened to be looking away from the screen during the eight seconds when the promotional content downloaded. Thus, the first time he looked at the page he saw it as intended, complete with the entire promo.

The slideshow occupies 23% of the page and the user who had to endure the download delay spent only 1% of her total viewing time within this space.

In contrast, the user who in effect received instantaneous page rendering (because he didn’t look until it was done), spent 20% of his viewing time within the slideshow area.

So in essence if the page speed has been optimized, the marketing team would have seen some more traction with their well planned advertisement. But in this case, all that effort was spent in vain.

The most important thing to keep in mind when it comes to website speed is “let the audience be in control”. Remember, it’s the audience who interact with the website and it’s them that matters to you or your client. Every second of delay in website speed is a negative impact on the audience and lead them to realize that they are no longer in control. In such case, you or your clients are going to lose credibility which is not helpful at all.

So it might be a good idea to start looking at page speed. There are many free tools to check speed. We use a Firefox plugin called ‘Yslow’. Google is going one step ahead and offering a Page Speed tool for free http://code.google.com/speed/page-speed/

Check out this video from the Google dev team.

 

Twitter is one of the fastest growing social media tools. Loved by millions who use it for its simplicity and shortness, Twitter is a far more effective way to communicate with a peer group than Facebook or any other social media.

Twitter’s simplicity should not be underestimated, the real power is in harnessing ones followers. Hypothetically speaking, if Ashton Kutcher (@aplusk) were to retweet one of your tweets about your product to his 6.5 million followers, chances are they in turn would retweet the same to their followers. Before you know it a tweet can go viral and be noticed by millions. If a company were to try to reach an audience say of 6 million TV viewers, they’d have to spend some real money. Twitter is free. Unlike many other social media, Twitter is always on the go, things are constantly changing by the second.

The good news is that it is easily accessible. It’s supported by almost all the smart phones and almost any internet device, so keeping your followers up-to-date is easy.

In some cases, Tweeps, as the Twitter users are known, tend to think out loud through their tweets. In fact there are many well documented instances where brands, famous people, journalists, sports personalities among others found themselves saying things that they shouldn’t be saying in the first place. Therefore it is a good idea to read up on twitter etiquette and establish a companywide protocol for tweeting.

So how can a small company find its way in this tweet-maze? It’s not difficult to start, start with meaningful tweets about your industry. No one is going to care if you just picked up Starbucks for the day, so keep the personal stuff away. First it would help to have a good idea what Twitter is and how to use its many unique features. For example, Twitter hash tags and lists are two of the most important weapons in a good tweep’s armory.

Let’s say that your company rents out party equipment. You could tweet about a new line of Gazebos that just came in and tag the tweet with a #gazebo hashtag. So let’s say a user in Miami is searching Twitter for a Gazebo rental in Miami. The tweet could be something like this: “Nice #party by the Virginia Key Beach #Miami under a nice blazing red #gazebo by www.sample.com”. The hashtag gives the user an opportunity to tap into more interesting tweet streams.

Start off by following people in your industry. Always try to keep the Followers and Following ratio close to each other. It is sometimes suspect if someone is following 5000 people but only has 2 followers. Keep posting meaningful content and you’ll see your follower count rising on its own. Share things about your area of expertise; answer general questions on your field; follow hash tags which have a good focused following; (This however does not necessarily include the trending topics!) and be a good tweep in general.

There are a few tools you can use to increase your presence in the Twittersphere. Start with the Twitter business section. It can give you really nice pointers on what you can do on Twitter to promote your business effectively on Twitter. Read this case study on moxsie available on twitter business section.

Take some time off to think through your twitter strategy. It can help you a lot with taking your brand to the next level of online visibility.

Web Design: Go Local

If you are considering hiring a web design company to assist you in setting up your space on the internet, you should consider hiring a local web designer. There are so many design companies today to choose from and they are located all over the world. While it is fine to use a design company located far from you, it could become a problem if a face-to-face meeting is necessary in order to go over some fine details concerning your website design. Continue reading

One of the vital cogs in the online marketing mechanism is effective customer interaction.  With the number of commercial websites rising with unprecedented rapidity and market niches  diminishing into almost invisible blips, the key in effective online marketing lies in retaining the visitors and converting  them into customers as much as in attracting new visitors.

Retaining a customer is by far a more difficult job since the audience keeps comparing your site to that of your competitors. If their product or service offering is better than yours, chances are that your customer may get disenchanted and eventually seek a better option. Bleak stories aside, let us see what you can do to improve the customer interaction. Continue reading