Making It Easy for Customers To Choose You

Here’s something every web site owner should know. When visitors come to your site, they are looking for a reason to buy from you. Think that’s stating the obvious? You’d be surprised! I come across countless sites every day that do everything but give the visitor a reason to buy, subscribe, click, call or otherwise take action. It’s a fatal mistake in any business, but it’s especially damaging for web-based companies.

Let’s continue with our example of buying a computer desk. You start with the big three office-supply stores. You click the “office furniture” link, and you’re faced with a barrage of links to pages about lamps, printer stands, bookshelves and more. Then you get to the desks. Computer desks, desk collections, metal desks, workstations… geez! There are lots of links, but no information. Finally, after drudging through pages of links, you find some actual copy that describes a desk you think you might want.

You look over the features. You write down the price. You gather the shipping or delivery information. Great! Now, on to the next site.

When you arrive, everything looks almost the same except the logo. Same navigation, same links, same inventory, same prices. The shipping amount is the same, and the delivery policy is identical to the site you just came from. As you click from site to site, it’s like déjà vu. How are you supposed to make a decision to buy when all your options are equal? What will be the determining factor between site A and site B?

If you’re feeling frustrated just reading this scenario, imagine how your site visitors feel. When they come to your site, they are looking for a clear reason to buy from you instead of all the other sites. Do you give them a reason? Do you give them several reasons?

If all factors are equal - even if all factors are similar - your visitors will find it difficult to make a decision. When they start guessing at which site would be best to buy from, you start losing business. Maybe they’ll choose you, maybe they won’t. There is a way to ensure you are chosen over your competition. You have to clearly point out how you are different or better than every other option available.

MarketingExperiments.com recently published their findings in regards to differentiating your company from others. They reported that most companies - when asked what their most unique aspect was - answered, “Our great customer service.” I have bad news for you. That won’t cut it. Why? Because, in most cases, when customers are visiting sites to gather information and make purchasing decisions, they won’t come in contact with your customer service department. It would be a nonissue until something went wrong.

Also, since most businesses are claiming excellent customer service, it’s an overused promise that has begun to carry less and less weight. You need something solid. You need something that is persuasive. If I were standing in front of you and told you that I was considering buying my desk from you or from Vendor Z, what would you say to convince me to buy from you?

Here are some things to consider when trying to discover ways to differentiate yourself from other businesses.

• Offer free shipping (on all orders or on orders over a certainamount)
• Increase your inventory
• Decrease your inventory and only carry specialty items
• Lower your prices
• Raise your prices (works well for premium goods and services)
• Increase your area of expertise (for service-based businesses)
• Specialize or narrow your niche
• Achieve ratings or rankings from well-known associations or organizations
• Apply for a patent
• Win awards
• Offer a customer loyalty program

Conduct an online survey of your visitors to ask what they want. (SurveyMonkey.com is great for this.) Look back over your complaints and other feedback for ideas about how to set yourself apart. Email existing customers (if you have their permission to do so) and ask them why they chose you. Whatever you do, don’t stay in a position where you are exactly the same as (or highly similar to) your competition. The chances are far too great you’ll get lost in the crowd.

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Keyword Use That Goes Beyond the Search Engines

Let’s go offline for a moment. Go get your telephone book. If you were going to conduct a search for, say, an office desk, how would you go about it? You’d look in the Yellow Pages™ under office furniture. Next you’d drill through the ads in search of ads that specifically mentioned “desks” or perhaps the particular kind of desk you want.

SEO for Newspapers?

When looking through the inserts that come with your Sunday newspaper, your eye would be especially drawn to office supply flyers that featured the word “desks” or a picture of desks.

Why? Because you’ve got desks on the brain right now. You’re going to be especially sensitive to that word because that’s the current need you’re trying to fill.

The same, exact thing applies when someone searches online. Keywords started out because human Internet searchers typed them into the search engines, not because the search engines selected the terms. The same holds true today. You don’t just make up keywords. You use services and programs that allow you to research the exact phrases human beings are typing to Google, Yahoo! and other engines. When you incorporate those words and phrases into your website copy, you’re doing way more than attempting to boost your rankings; you’re also helping to navigate the site visitor from the search engine to the right page of your site.

If you’re the owner of the office supply store we’ve been talking about and you want to create a newspaper ad to sell a new line of desks you carry, what do you think might appear in the headline? The word “desk” or perhaps the phrase “office desks.” Why would you do that? There are no search engines to optimize for in the newspaper industry. You’ll include those keywords because it makes sense to do so. You’ll include them because they are descriptive of what you’re selling. You’ll include them because it will attract the readers’ attention and draw them to your store. That’s not search engine optimization; it’s just good marketing.

Lead, Don’t Shove

The same applies when writing copy for your site. There’s more than one reason to include keywords in your copy. The primary one is not the engines…it’s your site visitors. Strategic keyword placement helps guide your visitors to the information, products or services they are looking for. Don’t shove keywords in everywhere you think you can possibly fit them. Instead, use keywords to lead your visitors in the right direction.

Even if there were no such thing as search engine optimization, your copy would almost certainly still contain keywords. It only makes sense to have keywords in the headline, so visitors will know what the page is about. Sub-heads? Sure thing!

People scan more than they read, so having keywords in sub-heads is a great idea. And in the body copy? You bet! After all, it’s pretty hard to sell desks without actually using the word “desk.” Since there are school desks and computer desks and many other desks, you’ll want to make it clear that your sale is for “office desks.” That, too, only makes sense.

As you can see, keyword inclusion has been going on far longer than the Internet has existed. It’s been an important part of copywriting since marketing was invented. When you create a copywriting plan for your site pages, think through which keywords you should use and where the most effective places to position those keywords would be. Then develop your SEO copy with a goal of directing your visitors to the right information.

When you do, you’ll naturally optimize for the search engines at the same time.

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