“Secret” Website Ingredient #2: Customer-Focused Content

It’s hard to go wrong when your website offers, well-organised, well-written, customer-focused content.

But from my experience few businesses heed this crucial advice for creating a successful website:

The graphics and the technology are a minor part of web success. The content is the hard part, and it is also what will make your website a success or failure.
Gerry McGovern, author of Killer Website Content

They focus all their effort on creating an eye-catching design. The content is usually an afterthought – a badly organised mish-mash of brochure copy, old press releases and stale marketing clichés.

Websites like this are rarely profitable. They fail to deliver enquiries, leads and sales. In fact, a website without high-quality content can easily drive potential customers away and erode hard-earned brand equity.

If your website isn’t getting the results you would like, don’t spend any more money on a prettier look and feel. Rather, make the content on your site a priority. Here are five reasons why:

1. People read on the web… but differently

Think about it for a moment. What’s the number one activity that everyone on the Web does? They read! The World Wide Web is made of words.

Now consider this: if you took all the images off your website, would it still work? Most likely. If you took all the words off your website, would it still work? I doubt it.

It’s the words that do the selling on your site. The words build relationships, drive actions and keep your customers happy. So if you want to be a success on the web you need to make words the hero of your site.

But keep in mind people read websites differently than printed pages. They scan, skim and scroll, looking for relevant information. Therefore your website content must be written for scanners.

Write meaningful and descriptive headlines and sub-headings. Online text should have roughly 50% of the words you would use for print. Include lots of bullets, lists and meaningful sub-headings. Use links to break longer information up into parts.

Don’t think you can just plonk your brochure text onto your website and people will read it. Because they won’t be bothered! But if you write you content for scanners, you empower visitors to find information quickly, improve their memory recall and add credibility to your site.

2. Content persuades visitors to take action

The web is not a passive medium like TV. When people go online, they’re active. That’s the nature of “interactivity”. High quality content persuades website visitors to take action in your favour.

Good website content is a lot like good direct response marketing (such as direct mail or infomercials) because it motivates the reader to take action. Sign up for our newsletter, view our product range, download this report, ring us for a quote, click here, and so on.

If you’re marketing on the web you’re relying on the responsiveness of your website. If nobody clicks your links you get no customer enquiries, no sales and no business. So your website content must guide your visitors to the actions you want them to take. People want and need clear instructions, so make sure you give them.

3. Content builds trust and credibility

People don’t go online looking for advertising. What they are seeking is information. Rather than the hard sell, your website content should provide the information visitors need to make an informed purchase decision.

Your website is an opportunity to communicate your expertise in solving your customers’ problems. By sharing this knowledge you show you’re credible and begin building relationships with prospective customers. Their desire to do business with you will increase as you keep supply them with more useful information.

After you’ve demonstrated expertise in your market and knowledge about solving your customers’ problems, then you can introduce your products and services.

It’s a simple fact: customers’ do business with people they like. And they’ll like you a lot better if your website content is filled with relevant facts and helpful information.

4. Content increases your visibility in the search engine rankings

Search engine optimisation (SEO) is a process of developing a website so that it gets high rankings in search engine results pages. High search engine rankings are essential to helping people find your site.

Search engines are all about relevance. When you type in a search query the search engine aims to deliver a list of web pages which contain content that’s relevant to your query.

Search engines use a combination of many factors to determine relevance. But two of the most important factors are key words and incoming links. Both of these factors rely on good content.

Key words – These are the phrases people enter into a search engine e.g. “laptop computer”. Effective use of key words tells the search engines what your content is about, thus helping to attract targeted traffic to your site.

First you have to know the key words customers use most frequently when they search for the type of products or services you sell e.g. do they enter “laptop computer” or “notebook computer”? Then you have to sprinkle these keywords in strategic places in your website content.

But it’s not just a matter of stuffing your web pages full of key words. You have to create key word rich content that also informs, motivates and delights your target audience.

Incoming links – Search engines count incoming links as votes of confidence for your website. So, generally speaking, the more links you have, the better your rankings. And if you get links from high quality sites, that’s better still.

Obviously, having great content helps you attract links. Because if people find your content valuable they’ll want to share it with others by way of a link. No one wants to link to a site filled with empty sales hype.

5. Content gives you a competitive edge

Quality writing is the best way to make your site stand out from the millions of others on the web. Why? Because the average website is poorly written. Most sites are full of clichés, hyperbole and generic marketing blather, and the information is poorly organised. Great writing gives you the edge.

High-quality content is an asset

In summary, well-written web content that anticipates and satisfies customers’ needs is a valuable asset to a business. High-quality content:

  • Entices prospects to give you their contact details
  • Drives sales and helps qualify prospects
  • Increases sales conversions by keeping prospects on the site and giving them all the purchase information they need
  • Provides customer service (often reducing costs in the process)
  • Differentiates your business from your competitors, and
  • Is essential for getting high ranking in search engines and attracting qualified traffic.

This post is part 3 of the series: The 4 “Secret” Ingredients of a Profitable Website

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