10 Essential Tips for a more
PROFITABLE WEBSITE
Paul Lamb Walk-on Website Video
10 Essential Tips for a more
PROFITABLE WEBSITE
Paul Lamb Walk-on Website Video
Copyright Š 2011 Paul Lamb. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior permission of the author(s). Edited by Tom Stevenson. Cover design and page layout by ALS Designs, Waterlooville, Hampshire. www.als-designs.co.uk Printed and bound in Great Britain by Print Smarter Bristol and West House Post Office Road Bournemouth BH1 1BL MEMBER OF NABO To join visit: www.nabo.biz
10 Essential Tips for a More Profitable Website
Introduction In our modern, technology-driven age, every business needs a website. However, it has to be a good one. After all, it’s no good investing time, effort and money in your site if it doesn’t generate any business. Your website should be one of your most profitable leadgeneration mechanisms, but unfortunately too many business owners are making do with sites that are little more than electronic storefronts. That is why I wrote this book. The truth is, it frequently only takes a few simple changes to transform your site and turn it into a vibrant source of new business… and I do mean simple. The elements that separate a profitable website from an unprofitable one are more straightforward than you may think and completely universal – whatever product or service you sell, they will help you grow your business online. Once you understand these principles, you will be all set to get more visitors, more conversions and more profits from your website. Paul Lamb Walk-on Website Video 3
Paul Lamb
Essential Tip 1
Build Trust With Your Visitors In today’s economy, so many businesses are going into Receivership and this is on everyone’s mind when purchasing online. If you don’t instil trust, it could put visitors off buying from you. I’m sure you’ve recently come across a website with old or out-of-date images. It doesn’t inspire confidence, does it? What reassurance do you have that they’ll provide the service they claim? The best performing websites are constantly updating images, videos and text to show they are working hard to give their visitors the latest and upto-date information and in return they get rewarded with higher conversions. Make visitors love you Constantly updating your website will encourage visitors to return to see the latest updates you have, and it’s these repeat visitors that see value in your site. In return they will refer your site to friends/ colleagues, so look after them by giving them more of what they want. The top companies build on that loving relationship by running monthly competitions, 4
10 Essential Tips for a More Profitable Website
or sending out newsletters containing information you’d normally be charged for. Be memorable So you are updating your website and more visitors are visiting you because of freebies, competitions and great newsletters. Taking this one step further is to ‘go viral’. Do something to your website that will make it memorable. For example if I mentioned Confused, you would automatically know the web address for this car insurance website. Almost all of us don’t have that kind of budget for marketing and branding to achieve something of that level, but a simple Youtube video showing something amazing or funny can go viral very quickly and if this had your website address on it, your visitors could increase over night. Offer something free Many websites offer free trial periods because it shows exactly what the visitor will get when they purchase, which in turn limits the risk for the buyer. The reason for limiting this risk is so the buyer will know exactly what they will receive instead of having to gamble on whether it does what it says on the tin. Not only is giving something away for free an incentive for potential buyers, it will allow you to get the enquirer’s details in order to follow up 5
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towards the end of the trial period. This will give your company the opportunity to convert more of those prospects into customers once they’ve become completely convinced of the benefits of your product or service. Another is giving away free information like a booklet, PDF download or video on the desired subject. This has the double advantage of giving you an extra opportunity to showcase your expertise in a product that is relatively cheap and straightforward to produce, yet is of great value in the eyes of your prospects.
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10 Essential Tips for a More Profitable Website
Essential Tip 2
Automate Your Customer Service As with any business, customer service is an essential part of making your website successful. Remember though, customer service is an ongoing process; it doesn’t stop immediately after the sale. In order to cultivate a list of loyal customers who offer you new business year after year, they have to be completely convinced of how valuable their custom is to you. Deliver an amazing service To offer an amazing service, you don’t have to be an amazing company. Just say exactly what you do and fulfil it to the letter. Domino’s Pizza offers a delivery within 30 minutes or you get it free. When it comes before the 30 minutes, do you think that’s average service or do you think it’s fantastic they kept their promise? It’s the same with your website. When you have a telephone number, make sure it’s answered. If you have a contact form, make sure an auto-responder is in place to let them know that someone will get back to them within X hours or days. 7
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Emails with auto replies All generic emails, for example info@, Sales@, Support@, Feedback@, Enquiry@, etc. should have an automatic email responder in place. This is an email that will automatically go out upon receiving. This should contain something along the lines of: “Thank you for your enquiry/feedback/sale. We appreciate you contacting us and will respond to you within X hours/days.” This will reassure the enquirer that you have received their email and will be acting on it promptly. Outsource telephone answering When starting out in business, your job title variants are limitless. It’s therefore not professional to answer a telephone enquiry with “Sorry, I’m in a meeting, can I call you back” or to simply not answer it at all. Have a professional company do this for you. Most are cheaper than hiring full-time staff and will ensure you can get on with running your company without being interrupted or disturbed by unwanted callers.
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Essential Tip 3
Include Videos With so many websites to choose from, it’s hard to standout from the crowd and get your message across. Internet users are constantly bombarded with information and tend to skim websites without reading anything in detail. For this reason, your homepage, the first part of your site they’ll see, has precious few seconds to grab their attention. Given that only 5% of homepage text is ever read, the top performing websites regularly use video to hook visitors. One they’ve caught their attention in this way it’s fairly straightforward to get them to explore the rest of the site. Bear in mind that the video is NOT meant to be a sales tool. All it is meant to do is target your visitor’s interest and encourage them to explore the rest of the site. Once they’ve done that and realised that your product or service will solve a problem in their lives, then you can offer the call to action and invite them to become a customer. Explaining your products/services If you don’t have the time or budget to redesign your website for a Tube video, then a Walk on
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Website video can be uploaded to your site. Basically a person will be filmed in a green screen studio and the file converted to a format that works on websites. When a visitor arrives at the page the Presenter is uploaded to, it will be played automatically (or on clicking) and will start to explain your products and services. Video testimonials Testimonials are great for giving the customers experience of the products/services you’re offering, but how many do you believe? Many companies are worried that if they put the customer’s name and company, their competitors may try and poach them away. But if you don’t include these details, are visitors really going to believe this amazing feedback? The way around this is to contact a couple of your best clients and ask if you can record them while you ask a few questions. These will cover why they purchased from you and what it was that attracted them to your business over your competitors. Then finally how satisfied they were with your services. You should make the filming of testimonials like this a habit – get as many as you can and use the very best. Ask for a testimonial as soon as possible after your sale, when the customer is at their most enthusiastic about the excellent service you’ve just provided. 10
10 Essential Tips for a More Profitable Website
A strong testimonial like this, delivered by a real person, is more powerful than any marketing material you can produce yourself. With this new video embedded on your website, visitors will now see that your company is the one they should be contacting. It builds more trust, it shows you care about your clients and it shows there is no risk when using you company. Make sure the videos are placed as prominently as possible. They should be above the fold (which we will be covering later), on the left hand side of the page and only start when selected. The reason for having it on the left hand side of the page is that we read from left to right and research has shown that your eye movement over a website follows a Z path. We therefore start looking at a website page from the top left moving right before looking down and left again (where your video should be) and then naturally to the right (where your action form should be). Everything else should be further information.
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Essential Tip 4
Be Unique If all websites looked the same but sold different things, how would you remember the site you wanted to buy from? It’s very important to be unique with the way you portray your company. Do something that makes the visitor remember you, so that when they are ready to purchase, they will contact you first. The most memorable sites give the visitor so much valuable information that they have to return several times to go through it all, or they have something on their website that the visitors just had to show a friend or colleague. Get this right and it could go viral, which means a lot of visitors at no extra expense. Try different things and test If you’re the first within your sector to use video to explain your products/services and it works well, then you have a head-start before your competitors jump on the bandwagon. In the meantime, if you keep testing and constantly improving, you will always have the upper hand. Never be afraid to try things no-one else in your field is doing – it could be the thing that gives you the edge over your competitors.
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10 Essential Tips for a More Profitable Website
Examples of being unique Accountants deal with many legislative updates, but what if a firm that specialised in just business tax had a video on their home page that was updated every month explaining these new legislations and how it affected their clients? At the end of each video, they would sell their services by talking a bit about how their clients get even more in-depth advice about this subject and direct the viewer to where they can find out more. Have you seen this being implemented? And would you use the services of a company that did this? This also keeps visitors returning to your website each month and shows you are the expert within your field. Another could be of a Veterinarian, using a monthly video to offer pet owners free health-care advice for their pets. This will not only keep the visitor returning each month but will again establish you as the expert, helping build trust with your prospects and warm them up for the sale further down the line. The above examples use video to be unique, but there are other methods. You could advertise that every month all your customers are put into a hat and one drawn at random will have their purchase fee refunded, therefore having their product or
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service for free. This may not work for companies that sell low volume high value products, but it can nonetheless be very effective.
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Essential Tip 5
Get Feedback Website feedback Why not ask your visitors to tell you what they would like to see on your website? Don’t look for the positive feedback and think ‘Great we’re doing everything right’. The best responses are the negative ones, as they help you identify exactly where you need to improve. This method is like having your own research team working free of charge. This should be a permanent fixture on your website and should be an on-going part of your overall business plan. Pre customer Survey potential clients that have enquired but have not yet purchased. The best question to start with is “Would you refer us to your friends/family/ colleagues?” If not, then you know they are not enjoying your sales funnel experience. You can then make improvements with the communication which in turn will improve your conversions in the long run.
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Current customers Too many business owners make the mistake of assuming their relationship with their customers ends with the sale. Never neglect your past and current customers. Keep them up to date with what you’re offering. At the same time you should be sending them a newsletter or e-zine at least once every quarter saying how much you appreciate them as a customer and keeping them up-to-date with your products and services. It is also important to occasionally give them access to special offers – ones that you emphasise are just for your most valued customers. It could be a discount, an exclusive service, an opportunity to buy something before it’s officially on sale… The important thing is to communicate how much you value their business. If you do this regularly, you will get a lot more repeat customers. Annual surveys Once a year, survey your customers and find out how happy they are. You may think everything is going well, but this will help you establish if that is really the case. At the same time, this could be the ideal opportunity to investigate services you’re not currently offering but your clients would purchase from you, if you did. 16
10 Essential Tips for a More Profitable Website
Essential Tip 6
Split testing What is split testing? Split testing is a way of testing content on your website. For example just by changing the title on your home page could increase conversions by 20% or more, and it’s only by testing and measuring that you’ll find that perfect title. Therefore if you test one title compared to another, you will see from the results which was more effective to the visitor. Dr. Gary Berger improved conversions 225% with Google Optimizer and his testimonial can be found on Google. With 99% of his patients coming to him through his website for his unique procedure that successfully reverses tubal ligation in 98% of women, he decided to set up Website Optimizer to test his landing page. Dr. Berger tested three different elements of his landing page, including types of testimonials, headlines, and call to action. The original testimonial on his site featured a photo of a toddler with a ribbon in her hair. Dr. Berger decided to test two other testimonials, both highlighting a picture of a newborn. He also tested two new headlines: “With tubal reversal you can get
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pregnant again,” and “You can get more information from the special report,” alongside the original headline, “Find out if Tubal Reversal is right for you.” They also tested five buttons, each with a different call to action-a change Dr. Berger anticipated would prompt little or no change to visitors’ behaviour. Dr. Berger found that the photos of the newborns each performed 10% better than the photo of the toddler in prompting visitors to ask for more information. The headline “You can get pregnant again” performed 15.4% better than the other headlines. “I had a hunch that site visitors would connect with younger babies, and it proved true,” says Dr. Berger. “Now all the banner photos that link to testimonials feature young babies.” There was also a radical difference in the way the callto-action buttons performed. “Yes, I want to receive this report” received optimal visitor response – 13% better than the original button – while “Please email me the special report” was 11% worse than the original. Giving the visitor a call to action containing the words “I want to receive” garnered more conversions than the more passive phrase “Please email me.”1 Google Optimiser Google Optimiser offers a free service by which you can split test on your website producing the optimal
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10 Essential Tips for a More Profitable Website
website experience for your visitors. Video tutorials are available to help you get up and running very quickly, which means you can get started in less than 5 minutes with no need to download any software. With this free tool constantly monitoring your website and making improvements, you will see your website conversion steadily increase.
1
Sourced from http://www.google.com/intl/en/websiteoptimizer/drberger.html
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Essential Tip 7
Online chat service This is a programme that allows your visitor to contact you from your website using a text-like chat service. It’s great for those visitors who are just about to purchase but have a quick question and want an instant answer. The way it works is that a visitor will see a box asking to click it to start the chat service. A window will pop up which will connect you with a representative of the company, for you then to type your question. Once you have finished, you may have the option to have the transcript emailed to you for your records. This has the double benefit of both giving clear answers to any questions and concerns your visitor has that may be preventing them from buying, and also offers a personal, human touch to your site. O2 mobile phone provider uses this service very well. There is no waiting time to speak to an advisor and for the visitor, no telephone costs. The advantage to using this type of contact method is that the representative can have generic pre-written replies and all communications are recorded. Most companies that offer this service also survey the
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visitor to see if there are any improvements that could be made or services that could be offered. There are two ways to implement an online chat service. First is to create your own, which requires someone with programming skills in Java script, HTML and more, which could be a very expensive method, or you can effectively rent the programme from a number of companies offering this service. With renting, no programming skills are required and normally you have a step-by-step guide to help with any issues you may come across.
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Essential Tip 8
Headlines are important The first thing that will grab the visitor’s attention is your headline. It’s always been this way with newspapers and it’s the same for website visitors. The reason is that it’s only a few words that take seconds to read but give enough information to tell the reader what the site is all about. Therefore, if you don’t have a headline, you’re missing out on a lot of potential. The headline should immediately grab your visitor’s attention and sufficiently motivate them to explore the rest of the site. If you successfully highlight a problem and position yourself as the one offering the solution, you will have them hooked, and they’ll be compelled to read the rest of your copy and find out more about your product or service. When crafting your headline, be aware of the following… •
Keep it focused on the visitor. Avoid the temptation to talk about yourself – all they care about is what you can offer them.
•
Don’t give away too much at once – just make a promise and follow through on it with the rest of the copy.
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10 Essential Tips for a More Profitable Website
•
Resist the temptation to try and be clever just for the sake of it. Your visitor won’t be interested – all they care about is what you can offer to make their lives better, so go for clarity above everything else.
•
Use sub-headings. Believe it or not, some readers will only read your sub-headings, so make sure they count!
•
Make sure they stand out from the rest of the copy. It may seem obvious, but you need to make sure the headline is the first thing that draws your visitor’s eye.
•
Split-test. It’s vital to constantly refine your headlines, so split-test them as much as possible to make sure they always get the results you want.
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Essential Tip 9
Put your best stuff above the fold The part of a webpage that is visible in your web browser window when the website first loads, is referred to as the ‘fold’. It originated from the area of the newspaper that was visible when folded and contains the important headlines and attention grabbing details for you to read further. This important area also relates in the same way to any website. Website visitors are inherently lazy and may not scroll down your home page for more information, so have your important information at the top. For example, your demo form, newsletter sign up and anything that you wish for the visitor to action, all to be above the fold to get maximum results. Many web developers often refer to this ‘above the scroll’ for this very reason. A good formula is to have your headline at the very top, with tabs to navigate the website placed horizontally, and a sign-up box at the right-hand side. This way, the most important elements of the page are easily accessible and presented in an attractive way that follows the natural path of the viewer’s eye.
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10 Essential Tips for a More Profitable Website
Essential Tip 10
Use Google Analytics to review your website performance “Google Analytics is a free service that shows you how visitors found your site and how they interact with it. With this information, you can improve your return on investment, increase conversions, and make more money on the web.” (Source – Google Analytics) This is a free service offered by Google. Once you have installed the HTML code to your site, you can view a large amount of information – not just the number of visitors but which pages are your best or worst performing. But you’re probably wondering how Google Analytics will improve your website conversions. So let’s look at some of the areas Google Analytics covers. Bounce Rate Your bounce rate is the percentage of your website visitors who only view a single page of your website before leaving. If people are leaving your website on a particular page, you would be able to see which pages they were and change objects such as the title, images, etc. to improve the visitor’s interest.
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Unique Visitors Unique Visitors represents the number of unduplicated (counted only once) visitors to your website over the course of a specified time period. This number is very important when making any changes to your website. For example, if you have 100 visitors and 5 are purchasing, then once you make any improvements which increase it to 10 (in basic terms as there is other considerations) you have just doubled your sales. Therefore once you understand how many website visitors are converting, you can start to track your changes and constantly refine them to improve your conversion rate. Referral A referral occurs when any hyperlink that takes a user to a new page or file in a website is clicked – the originating site is the referrer. Therefore if you have an offer on your home page for a discount or free information, then finding out if it’s relevant to your visitors is very important. There is no point having an offer that isn’t getting viewed or clicked on, as it will just be taking up valuable space. If you don’t have a Google account, set one up before making any further changes to your website, as you could be making changes that will lose you potential sales. Test and track everything and only keep what gets results. 26
10 Essential Tips for a More Profitable Website
Conclusion You should now have everything you need to convert your website into a lead-generation machine and start growing your business online. If you consistently apply these principles, you will soon have more leads, more conversions and more loyal customers. Remember, every element of your site should be focused 110% on communicating how your product or service can solve a particular need for your prospects. If anything, be it copy, photos, videos or anything else, isn’t working towards this end, just delete it. Once you start thinking like this, your site will soon be generating the business you want. Finally, never forget... test everything and strive to constantly improve your site!
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About Walk-on Website Video Now that you understand how important it is to grab your website visitor’s attention as soon as they reach your homepage, let me tell you a little about how Walk-on Website Video can help you do just that… There’s no better way of attracting and keeping a prospect’s attention than a striking, professionallyproduced video for the front page of your website. Remember, with people’s steadily-decreasing attention spans, you have less and less time to catch a prospect’s attention and keep them reading further. A video immediately catches the eye and gives you an opportunity to engage directly with your prospect, encouraging them to explore your site further and making them more receptive to a sale later. At Walk-on Website Video, we will produce a video tailor-made for your website, with one of our experienced presenters introducing your prospect to your business. All our videos are filmed in HD and created with the highest quality software, for a truly professional result. You needn’t have any background in either video or public speaking in order to make the most of our
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10 Essential Tips for a More Profitable Website
services. You specify everything about your video – from the script down to the presenter’s outfit – and we’ll make it happen. We’ll also guide you through the process of incorporating it into your front page so it needn’t cause any disruption to your existing I.T. systems. We’re so confident in all the benefits this will bring to your business that if you don’t see a significant increase in profits from you website, we’ll refund your money, no questions asked. Please visit our website and find out more about how we can give your front page the personal touch!
www.walkonwebsitevideo.com
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Testimonials “I have seen a Presenter before on other websites, but it wasn’t until Walk-on Website Video approached us that we thought we’d try one out. The whole process was straight forward and very professional. The feedback we have had has been great and therefore I would not hesitate to use Walk-on Website Video again in the near future.” Andrew Young, Managing Director, Abbey Windows Ltd. “Being an ecommerce company, we track the conversion rates from our website regularly, and wanted to improve our enquiry rate. Last year we added a Presenter on our home page giving our guarantee and call to action. That same month, without any extra SEO work, we increased our enquiries by 300% and sales increased 200%. Amazing results that we never would have expected. I would gladly recommend having a video on your website.” Sheila Lovell, Director, Balance Learning UK Ltd.
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10 Essential Tips for a More Profitable Website
“I wasn’t convinced that just adding a video would increase my enquiries, but a friend suggested I use Walk-on Website Video, and from then on I have eaten my words. From just a hand full of enquiries, we have seen it more than doubled the number over night. We’re now looking to have more video on other pages.” Heather McGrath, Owner, Dream Cakes.
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Reader’s Offer I hope you have learnt something new for reading this book. It’s been years of experience to put this information together and I hope it will bring you great success. Even if you just put one suggestion into place, I guarantee you will see an improvement to the number of enquiries you are already getting. With so many requests for my time, I have launched a new teleseminar, which will cover all the topics in this book and more, including: • • • •
Learn to increase your conversion rate? What do all the terminologies mean? How can I measure my results? As well as interviews and lots more.
Considering all the information I will be giving, I should be charging over £100 a session, but for every reader of this book I’m extending a special offer and allowing them to take part totally free. To secure your FREE place, go to...
www.walkonwebsitevideo.com/teleseminar.htm Once booking has been confirmed we’ll send you a short email, followed by a reminder before the day itself. I look forward to talking with you soon.
Make more money from your website with these ten essential tips from an I.T. expert... Every business needs a website these days, but only if it brings new customers to your business. The good news is that the changes needed to transform your site from an unprofitable one to an essential source of leads, conversions and profits are not hard to implement – they’re just rarely explained properly. Until now… In this booklet from I.T. expert Paul Lamb, of Walk-on Website Video, you’ll learn… • How • How • How • How •H ow • How
to to to to to to
get more repeat visitors stand out from the competition constantly improve your site write eye-catching headlines boost your conversion rate use effectively use videos
And much more. These tips are amazingly simple to understand and implement, yet guarantee results. Your website will be performing to the standard you expect and you’ll have added an entirely new stream of profits to your business. Get ready to transform the way you do business online!
www.walkonwebsitevideo.com
© Copyright 2011 Paul Lamb. Walk On Website Video.
“Being an ecommerce company, we track the conversion rates from our website regularly, and wanted to improve our enquiry rate. Last year we added a Presenter on our home page giving our guarantee and call to action. That same month, without any extra SEO work, we increased our enquiries by 300% and sales increased 200%. Amazing results that we never would have expected. I would gladly recommend having a video on your website.” Sheila Lovell, Director, Balance Learning UK Ltd.