We are the digital agency
crafting brand experiences
for the modern audience.
We are Fame Foundry.

See our work. Read the Fame Foundry magazine.

We love our clients.

Fame Foundry seeks out bold brands that wish to engage their public in sincere, evocative ways.


WorkWeb DesignSportsEvents

Platforms for racing in the 21st century.

Fame Foundry puts the racing experience in front of millions of fans, steering motorsports to the modern age.

“Fame Foundry created something never seen before, allowing members to interact in new ways and providing them a central location to call their own. It also provides more value to our sponsors than we have ever had before.”

—Ryan Newman

Technology on the track.

Providing more than just web software, our management systems enhance and reinforce a variety of services by different racing organizations which work to evolve the speed, efficiency, and safety measures, aiding their process from lab to checkered flag.

WorkWeb DesignRetail

Setting the pace across 44 states.

With over 1100 locations, thousands of products, and millions of transactions, Shoe Show creates a substantial retail footprint in shoe sales.

The sole of superior choice.

With over 1100 locations, thousands of products, and millions of transactions, Shoe Show creates a substantial retail footprint in shoe sales.

WorkWeb DesignRetail

The contemporary online pharmacy.

Medichest sets a new standard, bringing the boutique experience to the drug store.

Integrated & Automated Marketing System

All the extensive opportunities for public engagement are made easily definable and effortlessly automated.

Scheduled promotions, sales, and campaigns, all precisely targeted for specific demographics within the whole of the Medichest audience.

WorkWeb DesignSocial

Home Design & Decor Magazine offers readers superior content on designer home trends on any device.


  • By selectively curating the very best from their individual markets, each localized catalog comes to exhibit the trending, pertinent visual flavors specific to each region.


  • Beside the swaths of inspirational home photography spreads, Home Design & Decor provides exhaustive articles and advice by proven professionals in home design.


  • The art of home ingenuity always dances between the timeless and the experimental. The very best in these intersecting principles offer consistent sources of modern innovation.

WorkWeb DesignSocial

  • Post a need on behalf of yourself, a family member or your community group, whether you need volunteers or funds to support your cause.


  • Search by location, expertise and date, and connect with people in your very own community who need your time and talents.


  • Start your own Neighborhood or Group Page and create a virtual hub where you can connect and converse about the things that matter most to you.

December 2016
By Kimberly Barnes

Going the Distance: Four Ways to Build a Better Customer Loyalty Program for Your Brand

Loyalty programs are no longer a novelty. That means that yesterday’s strategies won’t work moving forward, so look for ways to rise above the noise, setting yourself apart from the cloying drone of countless other cookie-cutter programs.
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Going the Distance: Four Ways to Build a Better Customer Loyalty Program for Your Brand

article-thedistance-lg It’s easy enough for a customer to join your loyalty program, especially when you’re offering an incentive such as discounts. All your customer has to do is give out some basic information, and voila! They’re in the fold, a brand new loyalty member with your company. From there, it’s happily ever after. You offer the perks; they stand solidly by you, bringing you their continued business. Simple. Or is it? In reality, just how many of those customers are act ively participating in your loyalty program? Do you know? Sure, loyalty program memberships are on the rise according to market research company eMarketer, having jumped 25 percent in the space of just two years. However, that figure may be a bit misleading. The truth is that, while loyalty program sign-ups may be more numerous, active participation in such programs is actually in decline. At the time of the study, the average US household had memberships in 29 loyalty programs; yet consumers were only active in 12 of those. That’s just 41 percent. And even that meager figure represents a drop of 2 percentage points per year over each of the preceding four years, according to a study by loyalty-marketing research company COLLOQUY.

When discounts just aren’t enough

So what’s a brand to do? How can you make your loyalty program worth your customer’s while—as well as your own? After all, gaining a new loyalty member doesn’t mean much if your customer isn’t actively participating in your program. Consider this: Does your customer loyalty program offer members anything different from what your competitors are offering? Chances are your program includes discounts. That’s a given. And what customer doesn’t appreciate a good discount? But when every other company out there is providing this staple benefit in comparable amounts, it becomes less and less likely that customers will remain loyal to any one particular brand. Frankly, it’s all too easy for customers to get lost in a sea of loyalty member discounts. They’re everywhere. In fact, just under half of internet users perceive that all rewards programs are alike, according to a 2015 eMarketer survey. The key to success, then, is to differentiate your business from the crowd. If you can offer your customers something unique and valuable beyond the usual discount, chances are they’ll be more likely to stick with your brand. Here’s some inspiration from companies who get it.

Virgin: Reward more purchases with more benefits.

That’s not to say you need to get rid of discounts entirely. In fact, nothing could be further from the truth. Customers still love a good discount. The goal is to be creative in terms of the loyalty perks you offer. Take the Virgin Atlantic Flying Club, for example. As part of its loyalty program, the airline allows members to earn miles and tier points. Members are inducted at the Club Red tier, from which they can move up to Club Silver and then Club Gold. Here, it’s not just a discount. It’s status. And people respond to feeling important, elite. Still, even where the rewards themselves are concerned, Virgin is motivating loyalty customers with some pretty attractive offers. At the Club Red tier, members earn flight miles and receive discounts on rental cars, airport parking, hotels and holiday flights. But as members rise in tiers, they get even more. At the Club Silver tier, members earn 50 percent more points on flights, access to expedited check-in, and priority standby seating. And once they reach the top, Club Gold members receive double miles, priority boarding and access to exclusive clubhouses where they can get a drink or a massage before their flight. Now that’s some serious incentive to keep coming back for more. Discounts are still part of the equation – but they are designed with innovation and personal value in mind, elevating them to more than just savings.

Amazon Prime: Pay upfront and become a VIP.

What if your customers only had to pay a one-time upfront fee to get a year’s worth of substantial benefits? It may not sound like the smartest business idea at first glance. But take a closer look. Amazon Prime users pay a nominal $99 a year to gain free, two-day shipping on millions of products with no minimum purchase. And that’s just one benefit of going Prime. It’s true that Amazon loses $1-2 billion a year on Prime. This comes as no surprise given the incredible value the program offers. But get this: Amazon makes up for its losses in markedly higher transaction frequency. Specifically, Prime members spend an average of $1,500 a year on Amazon.com, compared with $625 spent by non-Prime users, a ccording to a 2015 report from Consumer Intelligence Research Partners.

Patagonia: Cater to customer values.

Sometimes, the draw for consumers isn’t saving money or getting a great deal. The eco-friendly outdoor clothing company Patagonia figured this out back in 2011, when it partnered with eBay to launch its Common Threads Initiative: a program that allows customers to resell their used Patagonia clothing via the company’s website. Why is this program important to customers? And how does it benefit Patagonia? The company’s brand embraces environmental and social responsibility, so it was only fitting that they create a platform for essentially recycling old clothing rather than merely throwing it away. The Common Threads Initiative helps Patagonia build a memorable brand and fierce loyalty by offering its customers a cause that aligns with deep personal values. OK, so their customers get to make a little money, too. Everybody wins.

American Airlines: Gamify your loyalty program.

If you’re going to offer your customers a loyalty program, why not make it f un? After all, engagement is key to building a strong relationship with your customer. And what better way to achieve that goal than making a game of it. American Airlines had this very thing in mind when it created its AAdvantage Passport Challenge following its merger with USAirways. The goal: find a new way to engage customers as big changes were underway. Using a custom Facebook application, American Airlines created a virtual passport to increase brand awareness while offering members a chance to earn bonus points. Customers earned these rewards through a variety of game-like activities, from answering trivia questions to tracking travel through a personalized dashboard. In the end, participants earned more than 70 percent more stamps than expected – and the airline saw a ROI of more than 500 percent. The takeaway: people like games.

Stand out from the crowd.

Your approach to your customer loyalty program should align with your overall marketing approach. Effective branding is about standing out, not blending it. Being memorable is key. To this end, keep in mind that loyalty programs are no longer a novelty. That means that yesterday’s strategies won’t work moving forward, so look for ways to rise above the noise, setting yourself apart from the cloying drone of countless other cookie-cutter programs.


045 - Keys to a successful marketing partnership: Good discipline goes a long way

Today we kick off our 10-part series on the keys to a successful marketing partnership by examining why maintaining good discip

775 Boost email open rates by 152 percent

Use your customers’ behavior to your advantage.

June 2016
By Jeremy Girard

Small Changes, Big Impact: 5 Things You Can (and Should!) Do Today to Boost Your Website’s Performance

There’s no time like the present to implement these quick fixes and reap the rewards for months to come.
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Small Changes, Big Impact: 5 Things You Can (and Should!) Do Today to Boost Your Website’s Performance

artice-smallchanges-lg Every spring it happens like clockwork: the temperatures get warmer, the days get longer and everything in nature becomes more vibrant and colorful. Along with these changes in the great outdoors comes the irresistible urge to clean house and embrace a fresh start. Why not keep that motivational momentum going and apply it to your business – and, more specifically, to your website – as well? After all, there’s no time like the present to sweep away the old and outdated and bring in fresh new ideas and technologies. But you don’t necessarily need to dive head-first into a full redesign and all of the time and expense that entails to reap measurable results. Instead, here are five small steps you can – and should! – take today to ensure that your site is up-to-date, relevant and doing all it can to bring you new customers and grow the community around your brand:

1. Reposition your contact form.

For most website owners – especially those in service-based businesses such as law, accounting, consulting, real estate, etc. – the key “win” for their site is when it motivates a visitor to request more information or schedule a meeting. Contact forms are a ubiquitous website staple intended to provide a convenient – and highly measurable – avenue to initiate communication between an interested prospect and a company. However, perhaps because they are so commonplace, all too often these forms are given little strategic thought, resulting in a cookie-cutter name/email address/phone number format that yields more bogus spam submissions than legitimate new business opportunities. However, there is one simple change you can make that has been shown to get better results: reposition your standard “Contact us” form as an “Ask our experts” feature. By doing so, you shift the focus of the form to providing your visitors with an opportunity to submit a question that is specific to their needs and concerns. Rather than feeling like they are opening themselves up to an endless barrage of solicitation calls and emails, your visitors will sense that they are initiating a dialogue with an expert who will help them solve their particular problem. Make sure to respond to all inquiries within 24 hours, provide helpful advice that is free of charge and tailored to your prospect’s situation, and leave the door open to continue the conversation in a future meeting or phone call. By doing so, you will establish an important foundation of trust and confidence with your potential new client that will make them more inclined to engage your professional services. expert I have personally seen the submission rates on these types of forms increase dramatically. On one site where this small change was implemented, form submissions jumped from one or two per week to one or two per day – all legitimate business opportunities that were sparked simply by repositioning the focus of the form.

2. Productize your offering.

Another challenge that professional services organizations face in creating a website that works as an effective customer conversion engine is that they do not sell a specific product but rather a suite of services that can be customized to each client’s specific needs. This makes it terribly hard to market to visitors who come to their site and simply want to know “What exactly does this company sell, and how much does it cost?”. Because there are so many variables to the company’s offerings, there is not a quick and easy answer to these questions. If this challenge sounds familiar to you, one approach you can try is to “productize” what you have to offer. Create a bundle of services with a fixed price, and market that package on your site in a simple, straightforward manner that makes your offering easy to understand and helps visitors feel like doing business with your company is as simple as buying a product off the shelf at a store. package This is exactly what my company did with some of the technology consulting services that we offer. Instead of only listing the array of services we provide, we also created a product that representing a very specific offering. This made it so much easier to answer the “What do you sell?” question, and it gave us something tangible to promote in our marketing campaigns. In reality, this approach in no way limited the range of services we are able to offer our clients; rather, it merely served as a vehicle to open doors to new opportunities and made it easier to start conversations with new customers for whom we could ultimately provide a custom-tailored solution. Examine the services that you offer, and work with your marketing team to create an appealing package that you can market – understanding all the while that this “product” is really just a means for you to connect with customers and begin the sales process with something tangible that they can easily understand.

3. Lose your home page carousel.

One simple change that I have seen many websites make in the past year or so is to remove animated image carousels from their home pages. These carousels have long been a popular fixture of website design, but the reality is that they can sometimes do more harm than good. Home page carousels typically feature giant, screen-spanning images which carry with them heavy download requirements both for the images and for the scripts that power the animation sequences, thereby creating a potential stumbling block in performance for users on mobile devices or with slower connections. Additionally, studies have shown that click-through rates on animated carousels are extremely low, and they drop significantly from the first slide to the subsequent ones. This is why many companies are replacing rotating carousels with a singular static message instead. This one change can greatly reduce a page’s download size (when my company did this on our home page, its file size decreased by 75 percent) while having little to no effect on actual user engagement or click-through. In fact, because the page now loads more quickly, many sites actually see an uptick in user engagement because fewer people are abandoning a site due to poor performance. image Do you have a carousel on your website? If so, do you know whether or not it is working well for you? Your marketing team may be able to do some A/B testing between a version of your site with this animation feature and one without it to see which performs better. Since carousels do work well for some sites (like news organizations or sites with lots of frequently updated content), having this data can help you determine whether or not it’s time to ditch the carousel.

4. Update your image(s).

Stock photography is something of a necessary evil of website design, as more often than not, companies don’t have the budget to execute a full-fledged custom professional photo shoot. However, not all stock images are created equal. Stock photos that are overused or that look so obviously staged that they scream of their “stockiness” can cheapen a site’s design and leave visitors with a negative overall impression of the site. Replacing those images can make a big difference in a site’s visual appeal. If your site’s imagery is stale, you can make some simple image swaps to freshen it up. If you are going to change out old stock images for new stock images, make sure to seek out photos that feel fresh and that are not terribly overused (most stock photo sites will tell you how many times an image has been downloaded). An even better option is to try to add some unique imagery to your site. This could be photographs that you hire a professional to take or – in keeping with one of this year’s hottest trends – custom illustrations that you commission from an artist. illustration If your budget is tight, incorporating even just one or two such one-of-a-kind images in key spots on your site can really boost its visual impact. For instance, if you lose that aforementioned carousel on the home page and replace it with one truly compelling static image and message, it can make a really powerful first impression on your visitors.

5. Publish less.

Most experts agree that publishing original, value-add content on your site on a regular basis is key to optimizing its success – both from a sales and marketing standpoint and as an advantage in the never-ending battle of SEO. While I agree with this approach in principal, for many companies, the drive to publish regularly has resulted in putting out mediocre content simply to meet an inflexible standard of frequency. This is often an entirely counterproductive effort, as content that lacks in quality, original thought or value for the reader reflects poorly on the organization and its perceived level of expertise. Publishing original content to your site on a regular basis is still a best practice, but that content must offer value for it to succeed. Let’s say a visitor comes to your site and is impressed to find that you publish new articles weekly or monthly; however, once they click through the headline to see what they can glean from your writing, if what they find is mediocre at best, what motivation do they have to return to your site again in the future, let alone entrust you with their hard-earned dollars? If, on the other hand, you publish new content less frequently, but everything you produce is of the highest quality, then that same visitor will know that the time they spend on your site will always be worth their while, and they will look forward to the next time you post something new. Re-examine your current content marketing strategy, and ask yourself whether you are focused on quality or frequency. If it’s the latter, commit instead to writing less but to improving the quality of what you offer on your site. While this change may not have an immediate impact, it will absolutely yield long-term results that your visitors will appreciate and respond positively to.

In closing

Eventually, your website will need a redesign, but in the meantime you can make small, strategic, surgical changes that will pay immediate dividends in your site’s success. This approach of implementing gradual but regular modifications will also benefit you when it does come time for that full redesign. By making intelligent improvements over time, you will ultimately be closer to your end goal, leaving less to accomplish with the redesign and thereby paving the way for a smoother and less costly project.
February 2011
By JoAnne Laffey Heckman

The Art of Storytelling

Here are 10 tried-and-true tactics to increase your chances of securing media coverage.
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The Art of Storytelling

books

Column inches. Sound bites. Web page real estate. Inbound links.

These are the metrics by which the success of a public relations campaign is measured.

If you have news or information about your company that you want to share with the world, how do you go about trying to secure these publicity gems?

The key to getting from point A and point B is the story.

While this might seem like a basic concept, there’s much more to it than simply committing facts to paper. You must shape and craft your story strategically to convince reporters, writers and bloggers that it is important and relevant to their audience.

So, the real question is, what makes a good story, and how do you frame it in a way that persuades those who hold the megaphones to re-tell your story for you?

The process of pitching a story is much more art than science.The process of pitching a story is much more art than science, more alchemy than equation. Just like any art form, there is no formula that guarantees success. However, there are a number of tried-and-true tactics you can employ to increase your chances of getting coverage:

Think in literary terms.

Go back to the basics you learned in English lit class. Good stories are built around archetypal themes: good versus evil, perseverance through adversity, the triumph of the human spirit, the hometown boy makes good – the list goes on and on.

Identify the elements of your story that offer universal appeal and frame your story accordingly. For example, a simple press release on your newest executive hire could jump from a passing mention on the comings and goings page to a full-fledged feature if he or she boasts unique personal accomplishments, offers a different perspective or has overcome great obstacles to achieve success.

Make it timely.

By its very definition, news is “of the moment.” Follow news cycles closely and try to find a way to tie your story to current events whenever possible.

Holiday-themed and seasonal stories are always a solid bet, but don’t forget about other observances and commemorative events. Everything from National Breast Cancer Awareness Month to National Safe Boating Week to America Recycles Day could be a great opportunity for you to present a timely story that offers a connection to the news of the day.

Identify your rock stars.

Reporters are always looking for credible experts to provide insight and analysis. Make the media aware of the resources your company has to offer by presenting bios and lists of topics that your key spokespeople are qualified to discuss.

For example, a travel agent could send information detailing the size of her business and years in the industry and offer to share helpful tips on top destinations or how to find the best airfares and hotel rates.

This tactic works particularly well when timed strategically to coincide with relevant news cycles. In the case of the travel agent, she should contact reporters right before the summer and the holidays, when reporters and bloggers are looking for interesting story angles for the peak travel seasons.

Play the numbers game.

Nothing makes for good sound bite fodder like interesting data. Journalists are fact- and, therefore, numbers-driven. A surprising statistic or one that either validates or disproves a commonly held belief is often the spark that gets media tongues wagging.

Add a visual.

Providing a strong visual, such as a photo, chart or compelling video, to accompany your story will definitely increase your chances of coverage. This is especially true when targeting television or web-based media contacts, who often rely on visuals to give depth to their stories.

Also, if you’re planning an event, don’t forget to include a photo opportunity, especially if there will be well-known people in attendance. There’s no easier way to get your event noticed than a photo of a familiar face, whether it’s the mayor, a hometown celebrity or even a prominent member of society.

Do the heavy lifting.

In the wake of budget cuts and downsizing, many traditional media outlets are stretched thin and are grateful for prepackaged stories they can pick up and run as-is when they have a few extra column inches to fill.

Typically, press releases offer solid, factual information that helps reporters build their own stories. However, when targeting smaller news organizations, you may also want to consider sending a fully written article complete with quotes and photos as well as how-to advice, tip sheets or even recipes.

This approach can be very effective for broad-based consumer pitches and is often used by companies such as financial planners, real estate agents, travel agents, party planners, food companies and health care organizations.

Remember that bigger isn’t always better.

Let’s face it, we’d all like to be featured above the fold on the front page of the Wall Street Journal, but often a well-placed local hit is even more effective.

Focus your time and attention where you have the greatest chance of success – and of boosting your bottom line. If your customer base is local rather than national, craft stories that incorporate elements of local interest to help you attain coverage from writers, bloggers and broadcasters that cover your area.

Know their audience and yours.

The demographics – age, gender, education level, professional occupation, income, geographic location and political leanings – of the audience for each media outlet are critically important to determining the story you should pitch.

You can’t pitch the same story to BusinessWeek and Parents magazine. Understand what aspects of your product or service would generate interest in each publication’s core audience and tell your story accordingly.

For example, I once handled the media relations efforts for a small but very rapidly growing online party supply company. We pitched e-business stories to technology trade publications; wrote articles featuring party planning tips for small local print outlets; offered profile pieces on the owner – a working mother herself – to publications targeting parents; and conducted a media tour offering party trends and budgeting tips to national women’s publications, such as Better Homes and Gardens, Good Housekeeping and InStyle.

Keep it simple.

Although there are multiple angles you could pursue for any given story you have to tell, the only way to succeed is to tell it as simply as possible.

Remember that the reader may have little, if any, familiarity with your business or industry. Break down complex information, avoid using jargon or technical terms and use language that everyone can understand and relate to in some fashion.

Put it to the test.

The most important question in determining the strength of a story is “Would I read an article on this topic?” If you cannot honestly answer “yes,” either go back and reframe it or skip it entirely.

Reporters need to know that what you give them is worthy of their time and attention, so if it’s not worth yours, don’t pass it along. Ultimately, if you want to achieve long-term PR success, it’s important to cultivate your reputation as a source of interesting, factual and relevant information.

By inundating reporters with stories that are not legitimately newsworthy, you’ll do more harm than good and make it far less likely that they’ll take your call when you have something truly valuable to share with them.

If you employ these 10 tactics, you’ll create a strong pitch that will stand out in a sea of bland, boilerplate press releases and greatly increase the chances that your story will end up in the headlines rather than the recycling bin.


March 2015
By Jeremy Girard

The Six Types of Website Visitors – And How to Serve Each of Them

Understanding what motivates your website visitors is the key to designing a website experience that delivers.
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The Six Types of Website Visitors – And How to Serve Each of Them

Every website’s audience is comprised of different kinds of visitors, and those people can almost always be broken down into one of 6 distinct categories. Visitors in each of these categories share similar needs and goals on the website, which means that by understanding the needs of each category and ensuring that your website does what it can to meet those needs, you can better serve those individual users. In this article, we will take a high-level look at the 6 categories of visitors common to almost all websites. We will also explore some of the characteristics of each of these categories and what you can do on your website to cater to each of them.

1. The Browser

The first group of visitors we will look at are those that are “just browsing” the site and in their earliest stage of research. These visitors may have need of the products or services that you offer, but they are far away from the point of purchase. Currently, they are seeing what is available so that they can learn what their options are. These visitors are looking to be educated and there is a prime opportunity for you to establish a strong, early-stage relationship with these visitors. To serve the needs of this “early stage research” group, your site should include content that educates visitors. By offering this content, you answer your visitors’ questions and become a trusted source of information. This is a great way to begin building a relationship with people, one that you hope will eventually turn them into customers! Many companies do not like to accommodate this early stage research group because they are so far away from the point of purchase and many visitors in this category will never turn into actual customers. Those companies prefer to focus their efforts on some of the categories which we will cover shortly, those where people are closer to making a purchase and therefore much easier to sell to. This is another reason why this group of visitors offers you a unique opportunity. Not only can you establish an early relationship by offering helpful information, but many of your competitors may have elected not to cater to this group, setting your company and your site apart for these “just looking” researchers. Make basic information easy to find on your site. Consider including some kind of “search tool” that allows these early stage researchers to query the information that they are looking for and find the exact pages of your site for that content. You can also consider adding a “101-style” page of a “FAQs” page that contains the basic questions and information this group of visitors may be after.

2. The Comparison Shopper

The next group of website visitors are those that are further down the road of being ready to make a purchase. They have been educated and largely know what they are looking for in terms of the product or service they need, now they are trying to determine who is the right company to provide that to them. They want to know what sets your company apart and why they should work with you instead of with someone else. In a way, these visitors are also looking to be educated, but not on the general aspects of what you do. Instead, they want to know about your company specifically. These people are motivated and will likely make a commitment soon. Now is your chance to show them why that choice should be you. To cater to this audience, consider adding pricing to your website. This is not always appropriate or even possible, but price is one of the deciding factors in almost all purchasing decisions, yet many companies elect to leave pricing off their website because of fears that they will show their hand to competitors (more on that later). If you can add pricing to your site, do so! Even if you are not the lowest, adding pricing has value because so few of your competitors have pricing on their sites! This sets you apart and, for some visitors, it may immediately answer a major concern for them (“what is this going to cost me?”) and, if that price is what they were hoping for, you may be able to seal the deal right then and there. Besides pricing, other helpful information that you can consider adding could be warranty or service information, average timelines for the work that you do, or any other content specific to your organization and offerings.

3. The Decider

The next logical group to cover are those customers that are absolutely ready to buy. They have been educated on both the products or services that you offer as well as on what sets your organization apart. They have decided that you are the right fit for them – now you need to make the purchasing process as easy as possible so you can close this deal! If your website actually coverts business online, meaning you allow for online purchasing or registration and that is how you gain customers, then make sure that the check-out or registration process is simple and working! I am always amazed when I see a website that does a great job educating visitors and differentiating their company, but a technical glitch prevents visitors from taking that final step and becoming actual customers! Error messages that come up during checkout or registration will destroy the relationship you have been working hard to forge, so be sure that your site is up and running as intended! You should have some kind of “regular checkup” planned for your site. Waiting for customers to report to you that something is broken is waiting too long, because many customers will never report that problem to you - they will simply take their business elsewhere. This is why your site needs to be working as intended always – and you need to have a process in place to review the site’s functionality regularly. If you do not allow customers to convert online, but they instead need to call to schedule an appointment with your company, then make sure that it is obvious that they need to do this and make sure your contact information is easy to find! Furthermore, consider doing away with automated phone systems whenever possible. A motivated buyer who picks a phone and is greeted with a too-long, robotic welcome message is often as much of a deal-breaker as a website that throws errors. You’ve convinced this person that your company is the right fit for their needs, now greet them with a human touch and stay away from the automated systems.

4. The Familiar

So far, we have looked exclusively at net new customers, but one of the best sources of new business for any company are their existing clients. While your site needs to appeal to new customers, it should also speak to existing ones who are familiar with your company and happy with your services. In many cases, customers may work with you for one specific product of service, unaware of other services you offer as well. Your site can make these customers aware of your full range of offerings and strengthen the relationship you have with them. Your website also allows you to inform existing customers about important updates or announcements that may affect them. These could be simple hours of operation changes for your company or other updates that they should be aware of. Remember, if you started out a relationship by being a thought- leader and provider of useful information, that should not stop once you are engaged with those customers. Consider adding an ‘Existing Customers’ section to your site with this type of information. You do not necessarily need to password protect this information, assuming it is not client-specific and sensitive, but rather allow anyone to view it. In this way, you can give existing customers useful information and show other visitors your commitment to long term relationships with your clients!

5.The Applicant

Stepping away from the ‘customer’ side of your website’s audience, there are other visitors to your site that you should consider. One of these is potential new employees. If you site has a ‘careers’ or ‘job openings’ page, then this is likely where potential new employees will be looking. You do not need to give these pages front-and-center, top-level billing - most job seekers are motivated enough to find this content even if it is not given the same level of prominence that you give you customer-oriented content (and if that job seeker is not motivated enough to find the link, you probably don’t want to hire them anyway). In addition to the actual job listings, however, you may also want to consider adding some content about what life is like at your company – your ‘company culture’, for instance. When you are looking to recruit the best talent out there, they will want to know more about your company than just the hard facts covered in a job listing. This is where a little information about your company culture can really come in handy and help you appeal to the best of the best.

6. The Competitor

Earlier I mentioned that many companies do not put pricing on their website for fear that their competition will find it. This doesn’t end with pricing. I have seen companies “hide” content behind registration systems, or elect to leave it off a site altogether to prevent competitors from gathering that information. In almost all cases, this is a bad idea. After all, if you make your information difficult for competitors to find, you also make it difficult for actual customers to get that same information. Yes, there are times when the information you provide to customers is so individualized or sensitive that you could not make it public on your site, but that is an edge-case. For most businesses, the only reason they elect to leave this content off their site is that aforementioned “fear of competitors getting it”. Here’s the reality, however – if your competition wants that information, they will get it. If they are motivated to get that info, they will jump through the hoops you set up. Customers, however, will not generally go to those lengths. So by “hiding” content from competition, you really only keep it away from the very people you want to speak to – new customers! Do not be afraid of your competition. Be bold and put your content out there for all to see. One of two things will happen. Either your competition will follow suit and put their info out there as well, which allows you to compete on a level playing field, or they will continue to hide it away, which shows customers how open you are and often makes you the more appealing choice. Either way, by making your content easy to access for all categories of visitors to your site, to do the best job of serving the ones that matter to you most.

Appealing to all visitors

By understanding the needs of the visitors your website has, you and your web or marketing team can make the right decisions to best meet the needs of all visitors.