We Are Selfish Websites & the Customer Experience
by Kate Nasser |
As I spend more time online for blogging, for business, and for personal purchases, I am struck by how many websites show no customer focus.
They show selfishness, desperation, and an insatiable craving for market research data.
It’s as if these websites have one people-skills message:
We are selfish!
Would you stand in front of a customer and say that to deliver an oustanding customer experience?
Pop-up ads at the very beginning, hidden contact information, squeeze pages that immediately ask for name and email, surveys that interrupt — all break 3 important rules of outstanding customer service experience:
- Make it easy for the customer to find what they want and to contact you.
- Listen and help before asking the customer to help you.
- Deliver value to capture loyalty; don’t desperately capture the customer.
It reminds me of an in-person experience I had at a L’Occitane store.
I walked in and picked up the exact moisturizer I always used. I went to the checkout and the sales associate asked me if I needed anything else. I quickly said “no thanks and I’m in a hurry” and handed her my credit card. She held it in one hand and then picked up another product to upsell me. And then another all while holding my credit card hostage!
When I asked for my credit card back, she suddenly rang up my one purchase. I never went back and stopped using their products. Out of curiosity, I just checked their website and guess what — a pop-up squeeze page appeared right away.
I clicked twice to exit. I don’t pay to be trapped.
Companies that think customers owe them information before buying, have the customer service experience backwards. Perhaps if they experience a reversal of fortune, they will reverse course and deliver value to capture customer loyalty.
Every website has a people-skills message and a personality. What is your website’s message? Is it selfish or giving? Does it capture the customer’s attention with content and value or does it just try to capture the customer?
From my professional experience to your success,
Kate Nasser, The People-Skills Coach™
©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach™, delivers consulting, training, DVDs, and keynotes on customer service and teamwork, turning interaction obstacles into business successs. See this site for workshop outlines, keynote footage, and customer results.