5 Easy Fixes so You Really Connect with Customers

Really Connect with Customers

Connect with customers

As a customer, I hate online chat.

Always have.

I’ve cancelled my business with companies who provide support exclusively through chat.

I want to be able to hear their voice.

I want to know I’ve connected with a live and thinking person.

That connection just doesn’t happen through an online chat.  Instead, it’s like yelling into a soup can.

For me and perhaps for you, connection happens over the phone.  I would also think that businesses would want to connect with customers as well.

As I think about it, I know that many of the live connections I’ve made with people over the phone have influenced me to try their services or products.

What’s interesting is we are not alone.

In fact, Conversion Scientist points to a study by BIA/Kelsey that reports most businesses are receiving double or triple the phone calls as a result of the mobile explosion.

And, Invoca produced a report – The 2015 Call Intelligence Index – that has some pretty impressive stats.  Here are a few of the critical findings:

Talking over the phone is powerful.

  • Phone calls have a 30-50% conversion rate to 1-2% conversion of clicks on a website.

Customers really want the option to call

  • 75% of consumers say a phone call is the quickest way to get a response.  Source:  New Voice Media)
  • 52% of people who connect with a business after a mobile search do so over the phone. (Source: Luma Partners)
  • 61% of mobile Searchers say click-to-call is most valuable in the purchase phase of shopping. (Source: Google)
  • 51% of mobile searchers report they always or frequently need to call a business from a mobile search ad. (Source:  Google)

So what does this mean to you and your business?

Well, the obvious question is:

Are you making it easy for your customers to connect with you via phone? 

Yes, I know many of you will point to a phone number in the header of your website.  But is that it?

The operative word is “easy”.  How easy is it for people to dial you via phone?

Here are five easy fixes:

1.  Is it easy to find and to read?

2.  Is it clickable?  Most smart phones will automatically convert phone numbers into clickable calls.  Do you know if this happens on your website?

If you use WordPress and your website is responsive, you may want to check out the ‘Call Now Button’ plug-in that is perfect for any mobile user.

Connect with customers - Call Now Button

3.  Is the phone number located in more than one place on your website, on your social media profiles, in all of your communications?  There is nothing that says your phone number should only be in one spot.  It should be on the most visited pages and in spots where you know your potential customers will be viewing.

4.  Do you include your phone number in calls–to-action in the body copy of your website or in your blog or social media posts?  Why not?

5.  Is it click-friendly for those with big fingers or is it hidden in a field of other links?

Take a look at your website and all of your communications channels and make these five easy fixes now.

You don’t want to miss the opportunity to connect with customers simply because someone couldn’t find or dial your number.

Do you?

Sheila Hibbard

Sheila Hibbard takes the fluff, hype and confusion out of marketing and social media. She provides small business owners with straight forward, no nonsense marketing guidance and techniques that produce results based on her 35 plus years in advertising, communications, research, strategic planning and social media. Author of Marketing Online Made Simple - WHO.

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