Insider Secrets to Killer Website Content: Goodbye Testimonials. Hello Success Stories.

On the Web, content is king. Visitors don’t come to your site to marvel at its visual design; they come for its content. And the burden therefore is on that content to compel them to take action, whether that’s making a purchase, completing a registration form or even just picking up the phone to contact you for more information.

These actions are the “win” for your site – conversion points that transform visitors from statistical blips in your website’s analytics into real live prospects that can become customers and clients. It all starts with powerful content.

Why content must come first

A website redesign is an exciting project, but all too often the primary focus is on the visual aspects of the redesign while content is addressed only as an afterthought. The visual aesthetics are undoubtedly very important, and your new site certainly needs to feature an attractive design and provide an exceptional user experience.

However, the most important function of any website design is supporting content, making it easy to scan and pleasurable to read. So why then, when we redesign a website, do we often just dump old, stale content into a shiny new design? We may make some edits to ensure the content is accurate, but accurate content is not the same as effective content.

Accurate content is factually correct, but effective content is that which your audience is actively seeking and can use to make an informed decision to take the next step in their engagement with your brand.

To be truly successful, a website redesign process must address not only the visual look of the site, but also the quality of the content.

In this series of articles – Insider Secrets to Killer Website Content – we will take a look at types of content that are common to many websites and explore ways that they can be redesigned and improved, beginning with a staple of most business websites – the testimonials page.

The harsh truth about testimonials

Almost every client wants to include a testimonials page on their website, but if you look at the analytics, these pages are by far one of the least often visited.

The reason these pages are relatively unpopular with visitors is one that companies are hesitant to acknowledge: many online testimonials are bogus, and as a result, people have become very skeptical of their validity.

While it’s certainly true that some unscrupulous companies fabricate the testimonials on their sites, other well-meaning companies will post legitimate comments that for one reason or another (usually privacy concerns), can’t be publicly attributed to the person or company who said them.

Unfortunately, these anonymous testimonials hold as little weight with prospects as fictitious ones. If you can’t put a name and a company with a positive review, visitors will naturally regard the validity of these words as suspect, and the very presence of these faceless testimonials on your site will ultimately do more harm than good in the process of building trust with potential clients.

Are your testimonials crippled by lack of context?

Another issue with the typical client testimonial is that these comments are often presented without any context. Glowing words of praise are nice, but they tend to fall flat in the absence of any information about the engagement that warranted them.

What prospects really want to see is reinforcement that other clients who have like business needs have had a good experience working with you on projects that are similar in nature to their own. Therefore, without some insight into the project itself, the resulting testimonial doesn’t carry the same weight or value that it could.

Was this a quick, one‐off project or part of a long‐term engagement?

What challenges did the project present, and how were they met?

What tangible business results did the company gain from working with you?

These are just a few of the questions that, when answered, can provide the critical context needed to add real value to those positive comments.

Goodbye testimonials. Hello success stories.

To develop more effective customer testimonials, we need to rethink our approach in order to address these problem areas. How can we provide context and also eliminate potential doubts as to whether or not the comments are genuine? The answer: success stories.

A success story is a short description of a project, engagement or interaction that elicited the customer’s testimonial. It does not need to be an in‐depth case study that examines every aspect of the project; it just needs to provide that aforementioned context.

When preparing to write a customer success story, start by answering these questions:

• Who is the client (name, industry, basic background information)?
• What were we initially hired to do?
• What were the client’s objectives? What problems were they facing that they needed our help to solve?
• Did we do anything innovative or go above and beyond in a tangible way to meet the needs of this client?
• What measurable business benefits did the client realize from this project?
• What’s next for this client and this engagement?
• Was there anything else noteworthy about this particular project?

Not every one of these questions will apply to every engagement, but the answers can help you put together a short narrative about the project. It will also give you a great reason to reach out to the client to approve the success story and ask for a testimonial to accompany the piece.

Testimonials + success stories: an unbeatable team

Testimonials that come directly from clients do have value, so when you can add one alongside one of these success stories, their comments go from being anonymous praise that, right or wrong, is often perceived as fake, to very valuable content that prospective buyers can use to evaluate your products or services.

A good success story accompanied by a strong client testimonial takes a negative perception of testimonials and flips it on its head because now there is both context and attribution. The testimonial reinforces the success story, and the impact it makes on your visitors is stronger because of it.

This process can work in reverse as well. If a customer sends you an unsolicited email or letter praising your company and the experience they had with you, they are a perfect candidate for a success story. Reach out to them and ask if you can use their comments and their overall experience as part of a success story on your website. If they took the time to extend their kind words in the first place, then they are very likely to be willing to participate in this process as well.

Once the success story goes live, send them a link and thank them again for their help and their business. They will likely pass this link along to their friends and connections via social media or even just through word of mouth, thereby raising greater awareness of your company and driving business to your site.

Hard work pays off.

When I speak with businesses about the value of rethinking their client testimonials and moving to a success story model, a common reaction is that it “sounds like hard work.” That is absolutely correct. It is hard work.

It is far easier to create a laundry list of comments that you have received over the years than it is to author success stories to accompany those comments, but the fact that this is hard work is to your advantage. If this process was easy, everyone would be doing it, but since it’s not, your site and your business can stand out if you take the time and effort to augment typical testimonials by transforming them into informative success stories.

Don’t stop there!

Finding ways to improve client testimonials is just one example of how rethinking content can make your website a more powerful conversion engine. Subsequent entries in this series will explore other common elements of website content that can be improved to bring more value to your visitors and greater returns for your business.

Another Google Game-Changer: How Going Mobile Friendly Will Boost Your Search Visibility

From Panda to Penguin to Hummingbird, Google has rolled out a series of major changes to its ranking algorithms over the past three years that have sent major shockwaves echoing through world of SEO.

While its latest announcement hasn’t been met with the same level of fanfare as these previous updates, it heralds an important turning of the tides in the future of search and signals to any business that depends on web traffic that the time has arrived to pay heed and take action.

So what is this latest game-changer from Google? In an article released November 18 entitled “Helping Users Find Mobile-Friendly Pages”, the search giant announced that it is now adding an eye-catching “mobile-friendly” label in front of its mobile search results.

How does Google define mobile friendly? According to the article, a page is eligible for the “mobile-friendly” label if it meets the following criteria as detected by Googlebot:

• Avoids software that is not common on mobile devices, like Flash
• Uses text that is readable without zooming
• Sizes content to the screen so users don't have to scroll horizontally or zoom
• Places links far enough apart so that the correct one can be easily tapped

Okay – so what's the big deal about mobile friendly?

On the surface, this may seem like a relatively minor aesthetic enhancement to Google’s search results pages. However, it’s the reasoning driving this modification that portends even bigger changes ahead. In Google’s own words:

“Have you ever tapped on a Google Search result on your mobile phone, only to find yourself looking at a page where the text was too small, the links were tiny, and you had to scroll sideways to see all the content? This usually happens when the website has not been optimized to be viewed on a mobile phone…We see these labels as a first step in helping mobile users to have a better mobile web experience.”

It’s those last few words – “a first step in helping mobile users to have a better mobile web experience” – that should prompt smart marketers, SEOs and webmasters to sit up and pay attention. While Google has long recommended the use of responsive web design for mobile device support, they are now taking proactive steps to draw attention to those sites that deliver an optimal mobile browsing experience in order to ensure that they are providing the best search results for mobile users.

What this means for you is simple: if your site is not yet optimized for mobile devices, now is the time to change that!

Will “mobile-friendly” sites receive higher ranking on search results pages?

As you can see from the example above, the new “mobile-friendly” label will certainly capture the attention of users searching on mobile devices over results listings that are not given the same designation. In that way, mobile-friendly sites will automatically receive a boost in visibility in mobile search results.

But the question on everyone’s mind is whether having a mobile-friendly site will actually affect where their listing is ranked on the search results page. The answer: quite likely. In the article, Google states that the labels are a “first step” in creating a better mobile web experience, but they also conclude by saying that they “are also experimenting with using the mobile-friendly criteria as a ranking signal.”

It has long been speculated that Google does, in fact, give extra weight to sites that offer quality multi-device support by employing a responsive design framework, but this statement is the first official acknowledgment of this practice. What this means is that in the months ahead, you may see websites that create an experience optimized for smaller-screen, touch-based devices start to climb the rankings over others that do not offer the same. Who knows – maybe Google will even start exclusively displaying mobile-friendly sites for mobile searchers, a move that could really shift the balance in favor of those that provide an optimal experience for mobile users!

If your company is searching for ways to rise above the competition and increase your exposure in search engine rankings, this could truly be a game-changing development – one that should absolutely be capitalized on immediately. Not only will optimizing your site for mobile improve the experience for a growing percentage of your users, but a responsive site is also very likely to be your ticket to improved Google rankings in the future while also earning you their new “mobile-friendly” designation today.

How do I get started?

Google offers a number of tools to help you determine whether or not your site is mobile friendly, starting with their “Mobile-Friendly Test.” Simply plug the URL for any page of your website into this tool, and if it fails the test, Google will offer some suggestions and recommended links to more information about how you can improve your site’s support for mobile users.

You can also use the Mobile Usability Report in Google Webmaster Tools, which highlights major mobile usability issues across your entire site, not just one page.

These tools are a good start, but there is a difference between “mobile friendly” and “mobile optimized.” A site that scales down to better display on small-screen devices and features navigational links that are easily usable on those mobile devices is “friendly”, but there are many other considerations that go into creating a site that provides a truly optimized experience for users on those devices. If your site fails the Google tests, evaluate the suggestions they offer and also be sure to speak to your web design firm about how best to address mobile device support on your site.

The bad news

So optimizing your site for mobile is going be awesome, right? It will improve the user experience for many of your customers, and now that Google is taking a firm stand on this issue, mobile optimization can actually mean greater visibility in search and improved rankings. Those are great reasons to jump aboard the responsive bandwagon, but the bad news is that making a site responsive is no small task.

Responsive web design is not a feature you can simply tack on to an existing site, especially one that is quite old and outdated. Responsive design often requires rethinking how a site’s content is presented, and it almost always involves rebuilding your site from the framework up. This means that to make your site truly mobile ready, you may be looking at a complete redesign.

As 2014 nears its end and 2015 is on the horizon, your company is likely in the midst of budgeting for the coming year, including planning your marketing expenses. Mobile optimization for your website, even if it will require a full site redesign, should be on your agenda because as Google has so clearly stated in their recent announcement, support for mobile devices is no longer just a nice-to-have luxury. Rather, to compete successfully on the Web of today and tomorrow, optimization for mobile devices is an essential element.