It’s all big. And it’s getting bigger.
Your organization.
Your business.
Your website.
Your blog.
Whatever.
It’s growing. I assume that’s what you want it to do.
But with growth comes troubles. In the beginning, you had time to personally order the URL, talk to the web guy for several hours about what you wanted, and spent gads of time going through the site. In the beginning, you sat down with every new client, personally dealt with any new issues, and were still in touch with what your customers felt.
Today, you’re busy…cause it’s “big”. You’re meeting with clients, dealing with issues, etc. An issue with a client that used to mean a personal visit now gets a phone call or an email. There may be pages on the website you haven’t seen in months.
But while you come through the employee door in the back, the front customer door has a loose handle that annoys customers. There’s a redirect forward on the website that goes to a page that was deleted three months ago and leaves visitors in an online dead-end. The person who answers the phones puts people on hold for too long.
When was the last time you had an expereince with your business as a customer? I tell clients and audiences all the time that they occasionally need to do an actual physical walk-through as a customer and actually try to navigate through their website looking for something. Are there any customer barriers? If there are, get rid of them. As I have said, (even before Seth) get big, but stay small.
tags:: small business marketing – internet marketing – marketing – big ideas
