Building a Customer Centric Website


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If your website isn’t customer centric, you’re missing out on sales. Customers have a plethora of options online, and if your website fails to meet their standards, you’re not providing a great customer experience.

There was a time when customer centric websites weren’t a concern.

You would create a site, launch it and users didn’t mind going through hoops to buy your products or use your service. And then in 2016, just 1% of businesses in the United States said that they were working to give their customers a better experience on their website.

If you want to update your website with a focus on being customer centric, you’ll want to follow the tips below:

Ditch the Dated Platform for a Modern Platform

If you’re not using a modern website platform, you’re making your job much harder. Old-school websites, even those coded in just HTML, may be fast, but they’re dated. You want to start using a database driven platform that has all of the features and functionality built-in to offer:

  • On-page SEO assistance
  • Quick updates and product additions
  • Drag-and-drop options
  • Templates

Websites that make a poor first impression have higher bounce rates, lower conversion rates and are less profitable.

A modern platform may include:

You’ll find dozens of others, too. Spend the time to learn more about the platform you choose and start to realign your focus on being customer centric.

Focus on Making Contact Easy

Make it easy for people to contact you. Users shouldn’t have to dig deep into your website to make contact with you. You may want to put the following forms of contact on your website:

  • Easy consultation button at the bottom of a page
  • Contact form at the top or middle of the page
  • Phone number and contact information at the top right of the page

You can also choose to use plugins that offer pop-ins or sliders that have an easy way to contact your business.

It’s also important to consider your audience’s potential language. If you run a business in a city where there’s an influx of immigrants, it may be helpful to offer your website in more than one language – or your contact form.

Quebec is a prime example where people may speak French or English, but with 200,000 immigrants entering Canada annually, there are also a lot of people who speak Arabic and Italian or Spanish.

Offer Real-Time Assistance

Website visitors are impatient, and they don’t want to wait for answers when someone else, likely your competitor, makes it easy to ask questions. Real-time chat features are a very popular choice among service providers and retailers.

The idea is simple:

  • Provide an easy way for potential clients and customers to reach you.

You can also start to make use of chatbots in the future, but for the moment, a real-time chat solution will do the trick.

Zoho and Zendesk are two main chat platforms to consider.

WordPress and other website platforms may offer plugins or other solutions that make real-time chat easy to incorporate.

Cover the Basics Afterwards

You need to make continual tweaks and adjustments to your website to make it customer centric. The first few tips are a start, but you’ll also want to:

  • Make your navigation as easy and simple as possible.
  • Create customer personas and cater to your personas.
  • Tweak your website for speed.
  • Concentrate on your website being mobile-friendly across a range of devices.
  • Tweak calls to action so that they’re clear and easy to understand.

Don’t be afraid to survey your visitors or customers afterwards. Use the feedback you receive to make additional adjustments to your customer experience.


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