WEB TIPS AND PRACTICES

The 3 clicks rule

Ensure that the site visitor does not need to click more than 3 times to access anything on your web site. This helps navigation.

The upwards scroll effect

This should be minimised with the use of the back to top buttons. Avoid scrolling sideways at all

CARE

Use your website for Customer Acquisition, Retention and Extension

Value driven

Use your website to get to know and understand your customer, care in ways that are meaningful and to deliver value to your customer.

Customer service best practices:

  • Answer all customer queries
  • Acknowledge all requests: an acknowledgement message after any request- form submission, etc, preferably with a response period indicated, assures the customer of your attention.
  • Provide tracking to monitor status of requests or orders (e.g. new cheque book, etc.)
  • Use privacy, confidentiality statements and stick to them

Make your site more than a glossy brochure

  • Deliver latest financial information: content drives traffic to your site, populate it!
  • Help investors make decisions: Provide foreign exchange rates, interest rates, stock quotes, etc to assist investors to make informed decisions. They may not "buy" immediately - but they'll remember you when they will
  • Interact and transact: use every opportunity to solicit customer feedback, enable fulfilment over the Internet
  • Develop a good team with specific skills - the right people and enough people

Integration is key

Back end to front end: Develop a good team with specific skills - the right people and enough people; the right technology

Avoid Pitfalls

  • Over-promising & under-delivering; your competitor is one click away
  • Pages "under development" should not be up
  • Selling or giving away customer information
  • Proceeding without top management support & commitment

SUMMARY

  • The 3 clicks rule: Ensure that the site visitor does not need to click more than 3 times to access anything on your web site. This helps navigation
  • The upwards scroll effect should be minimised with the use of the back to top buttons. Avoid scrolling sideways at all.
  • Use your website for CARE (Customer Acquisition, Retention and Extension)
  • Use your website to get to know and understand your customer, care in ways that are meaningful and to deliver value to your customer.
  • Make your site more than a glossy brochure :
  • Integration is key: back end to front end. Develop a good team with specific skills - the right people and enough people; the right technology
  • Avoid Pitfalls

 

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