A robust, scalable business is always based on strong processes. And if you are in the business of offering a Software as a Service (SaaS) product, you will doubtless have a recurring revenue model.
Our business debit card expires tomorrow and so I’ve been in the throes of receiving alerts, notifications and emails from a range of providers asking me to update my card details so they do not lose their revenues. The experiences were very varied from the best, smoothest, least painful to the worst where I had to raise a support ticket.
Given SaaS firms risk losing revenue from non-renewals, this is a critical business process.
The “best” process just allows me to update the expiry date on the card (PayPal) without having to re-enter all the other information
The “worst” don’t send me a link into the EXACT page on my account where I can update my details after logging in. Skype was particularly irritating with a hideous UX on their mobile browser. They leave me failing to find the right billing page detail and resorting to search / help / customer tickets.
The Very Very Worst was Teamwork where they successfully hide the link in an upgrade screen which is not where I’d look to find my payment information (see below)
Hard to find link for payment information on Teamwork.com
Any customer process needs testing and constant monitoring to keep it relevant and improved. Clues which may indicate you have this problem can be found:
Check the exit pages on your website
Check the long dwell time pages (that you don’t expect)
Check the customer service enquiries
Check the Searches on your website
When did you last mystery shop your business?
http://creativeagencysecrets.com/wp-content/uploads/2017/10/Teamwork-upgrade.png11262516Rebecca Caroehttp://creativeagencysecrets.com/wp-content/uploads/2014/04/CAS_Logo_1line_RGB.jpgRebecca Caroe2017-10-30 16:14:062017-10-30 16:29:08SaaS renewals that are easy for customers
Building a successful blog takes a lot of hard work and patience, but the rewards are totally worth it. One problem many businesses and bloggers face, however, is that no matter how much time and effort they put into creating great content, they just can’t seem to convert as well as they’d like. Are you in that situation? Are you getting a good amount of traffic and new visitors but are just having a hard time converting those visitors into subscribers and customers?
Your content might not be the problem. Your traffic might not be at fault either. The problem might be your site design.
How Your Blog Design Contributes to Your Success
Your blog is a powerful tool for promoting your business. Blog posts can drive traffic to your website, helping those visitors find information, products, services and solutions for the challenges they face. Your blog can build your brand and your reputation in your industry. A well-optimized blog can convert readers into fans and fans into customers, and it can do all of this around the clock on autopilot. That’s pretty amazing, isn’t it?
But it takes more than just great content for a blog to reach its full potential and to achieve the highest levels of success. Great blog content requires great design in order to organize and present that information in ways that are easy for visitors to consume. Powerful visual elements convert better and help you grab people’s attention when they land on your website, reeling them in long enough for them to actually read your content and benefit from it.
People today expect a successful blog to look beautiful, to have bold, professional design. If they come to your site and see poor design and confusing layouts, they’re less likely to take you seriously and are actually more likely to click away and visit one of your competitors instead.
Anyone Can Build A Professional Website
But you don’t need to hire an expensive graphic designer to have a beautiful blog design. You can actually do it yourself, and you don’t need to have any formal training or professional design skills. Many top blogs today are designed quickly and easily using web builder software like Wix, SquareSpace and Weebly. These apps allow normal people like you to create a fully-functional blog, to customise layouts and colours and create a blog with powerful design elements. And it can all be done in less time than you ever imagined, thanks to simple drag-and-drop design functionality. You can literally give your blog a professional makeover in minutes without knowing the first thing about coding or programming.
Website Builders Offer Thousands of Design Options
The top website builders all offer hundreds of layout templates that are highly customisation. You can change around the colour schemes and re position graphics, call-to-action buttons and other design elements with the click of a button. There are tons of mini-features that can be added in a snap. You can drop in your company logo, create an about page with photos and blurbs from your staff. You can create e-commerce elements to display and sell your products right there on your website. With all the customisation options available, you literally have thousands of design combinations to work with when you use one of the top site builders. Check out a site builder comparison to see detailed reviews of all the features available with the best website builders.
No matter what type of business you’re in, there’s a builder with lots of options that will give you a lot of flexibility when creating your new website design. Whether you’re a caterer, artist, retailer, writer or licensed plumber, today’s website builders can set you up with a professional site in minutes.
http://creativeagencysecrets.com/wp-content/uploads/2014/04/CAS_Logo_1line_RGB.jpg00Sudip Mutthttp://creativeagencysecrets.com/wp-content/uploads/2014/04/CAS_Logo_1line_RGB.jpgSudip Mutt2017-10-26 16:54:562017-10-26 16:54:56A Successful Blog Deserves a Great Design: Builders That Have the Tools You Need to Make Your Blog Great
Creative Agency Secrets provides digital marketing services for brands and businesses. We are a leading agency innovating with new marketing techniques like SEO, community building, direct response and advanced blogging.
When working with us, you will learn how to run and manage digital platforms such as a website, e-commerce shop, blog as well as learn the ins and outs of email marketing, database management, and social media marketing.
If you want to get a career in marketing but haven’t found yourself a job – this will get you your first position on your CV and some solid experience.
Being a digital native on the internet is essential, so a Marketing, Communications or Business Studies degree would be considered favourably. No prior knowledge of websites, blogs or online marketing is needed – full training is provided.
Send your CV and Cover Letter to Conrado along with one page describing an event you ran (party, event, gig, etc), outlining what you did to market and promote it, the tools and techniques you used, what worked and what didn’t work and the outcomes.
This job is a 4-week unpaid internship. The start dates and hours are negotiable, and can be suited around your studies. If there is work available for the best candidate after 4 weeks, you may be offered part-time work at $20 per hour.
Applicants for this position should have NZ residency or a valid NZ work visa.
http://creativeagencysecrets.com/wp-content/uploads/2017/02/hiring-digital-marketing-assistant.jpg8531280Tabhitha Tanghttp://creativeagencysecrets.com/wp-content/uploads/2014/04/CAS_Logo_1line_RGB.jpgTabhitha Tang2017-10-16 11:11:032017-10-16 11:11:59We’re hiring! – Digital Marketing Assistant
You should be on Google My Business as well because that will enable Reviews and a location pin to appear when people search
Improve website messaging
I think there’s some other places where a bit of clearer marketing communication could help
Strapline. The name of the business does not describe what you do [I also provide sensational services – but of a different type]
Pearl Waterless is a strong point of difference for one of the services – but you don’t EXPLAIN it.
Plus it’s a “Green” product and you could be selling the environmental benefits.
One service page does not have any heading titles, it doesn’t have any testimonials and it doesn’t explain that you offer a mobile service
The other service page has a gigantic photo and doesn’t explain the service in detail compared to the other service page. They should be similar – consistency matters.
You have a Facebook page but there’s no link to it on the site. 42 people have shared your website onto Facebook – but you aren’t tracking links like this.
Have you got any customer testimonials?
Have you got any photos of your ACTUAL Team doing the work?
Any funny stories to tell about your jobs? What about the Facebook photos you share – the team celebration – could these go on a blog on the website too?
Why would you change?
What’s important here is that the website owner sees a rapid return on investment for his marketing spend.
The areas where I believe we can show a quick ROI are the services descriptors and aligning them to search phrases, pulling out the points of difference. And then making it super-easy for the site visitor to get in touch by phone. That rapidly increases enquiries, the business owner feels his spend is justified. Later we can get more sophisticated.
And so if you would like us to improve the SEO and re-write some of the pages, go to our shop and buy our SEO Starter Pack and then come into the office and we’ll prioritise, get started and tick off all these things for you.
http://creativeagencysecrets.com/wp-content/uploads/2010/10/hubspot.png274949Rebecca Caroehttp://creativeagencysecrets.com/wp-content/uploads/2014/04/CAS_Logo_1line_RGB.jpgRebecca Caroe2017-10-11 16:51:212017-10-11 16:51:21We Review a Service Business Website
Here is how I would re-write the email in order to prevent others doing what I did. [Aside: surely I’m not the most stupid customer Kiwibank has…please, humour me!]
You have a Notice Saver bank account with Kiwibank. The interest payments for this account come from our PIE Unit Trust. The money you save in your account is invested in the fund and profits are paid back to you in the form of interest.
As an investor in this fund, we are obliged to share its recent financial performance with you. You can view an electronic copy of the financial statements for the year ended 30th June 2017 on our website via this link.
[insert rest of the statutory text here].
Lots of love, Mark Wilkshire, Kiwibank
Why is this clearer?
I think this text improves the context for receiving the message. It explains an investment I didn’t know I had and how the investment performance is relevant to my personal situation (bank interest).
Personally, I wouldn’t try to push out messages about other investments in this message. Make it simply about this one thing, and how to contact us.
The full truth about what I did on Kiwibank
And, I would anticipate possible confusion among customers by enabling self-help tools on the website to be advance programmed to have answers to questions relating to this investment.
My “Kiwibot” experience below reveals more about the lack of customer orientation and more about the regulatory communication box-ticking which probably sits behind this email misunderstanding.
Kiwibank Bot does not answer questions
Why the HELL NOT?
http://creativeagencysecrets.com/wp-content/uploads/2014/04/CAS_Logo_1line_RGB.jpg00Rebecca Caroehttp://creativeagencysecrets.com/wp-content/uploads/2014/04/CAS_Logo_1line_RGB.jpgRebecca Caroe2017-10-11 10:00:002017-10-11 17:21:59Kiwibank, this is how I'd re-write your email
Attracting traffic to a website can be a big challenge, even for the most experienced professionals.
However, more than just herding the masses to your digital spot in the world, it is essential to understand what they’re doing when they’re there. And what they’re NOT doing as well.
One of the most important indicators in your Google Analytics report is the Average Session Duration. If your visitors are abandoning your website without spending a decent amount of time checking it out, chances are something is not working as it should.
This could be happening for one or more reasons. Investigating the causes through experiments is critical to understanding your public. There is no absolute truth in marketing, and everything can be tweaked to perform even better.
Keeping user experience in mind is essential in times of task overload
We developed the habit of going straight to the answer to our questions by “scanning” text or searching for terms with a “ctrl+F” command. The number of shares, the size of the fonts, a user-friendly layout; there are many key elements that will determine if you are hanging around or running away from a website.
Unconsciously, we are always measuring the effort required to consume content
Remember that time you looked for a dinner recipe on YouTube and decided to watch a video that’s 5 minutes instead of another one that was 12-minutes long? Why did you do that?
Video and audio have a fundamental decision factor displaying right in your face: the time it takes to watch/listen. In the end, because we’re always busy, we do everything possible to avoid wasting time.
With so many options out there, your audience has to feel assured that the time invested in reading your content is worth it. One of the visual tricks we use is subtle but powerful: we tell people how long it’ll take them to read our posts. Moreover, a little coloured bar on the top of the screen shows the progress of your reading while you scroll down the page.
Showing the estimated time needed to read an article might calm down the reader’s anxiety. It increases the likelihood of the visitors to finish reading the text because, in their minds, they’ve already allocated that precise amount of minutes for that.
More time spent on your website, more chances of conversion
Worst than not attracting visitors is wasting what you already have. Traffic by itself is useless if your website does not have a clear objective. It might be getting new leads, selling products on your e-commerce, giving you a call, etc. When you increase the time on page, the visitor is spending more minutes experiencing your brand and one step closer to fulfilling your objective.
http://creativeagencysecrets.com/wp-content/uploads/2017/10/increase-time-on-page.jpg19802800Conrado Langerhttp://creativeagencysecrets.com/wp-content/uploads/2014/04/CAS_Logo_1line_RGB.jpgConrado Langer2017-10-03 15:19:302017-10-04 11:50:45How Can Increased Time on Page Boost Conversions?
How should creative agencies and search agencies collaborate when relaunching a website?
The key part of any site build and launch is continuity for the search engines. Few brands are creating websites for the first time nowadays (although SMEs are). For me, the key parts of this agency collaboration are based around making sure the visitor experience for the new site is an improvement on the old one.
You must not lose any of the strong key word traffic which the old site had. And so a careful keyword tactical plan ensuring similar phrases are used on the major website pages, meta descriptions and alt tags is needed.
Secondly, check whether the URL structure is going to change or not. Frequently ecommerce stores use different structures and so this risks breaking all the historic data for the site. Set up a 301 redirect so that traffic gets to the right page.
As a marketing agency, I always recommend running an inbound campaign to drive traffic to the new site as soon after it launches as possible. This starts the process of “re-educating” the search engines about the new site structure as quickly as possible. And above all, test and measure EVERYTHING.
This was a submitted answer for Northcutt’s Experts, Gurus and other Mythical Entities article series.