Tag Archives: business owners

Start Showing Up

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If you knew me well, you would know that I love running (other than playing badminton, of course). While I can’t say I am a good runner, I do enjoy the process of just going out and about, letting the mind wander whilst breaking out good sweat. Going for a short run in the morning also helps me stay focused throughout the day (but I will leave this for another post).

Through this little hobby of mind, I have participated in a few long distance races and it usually go something like this:

Gets very excited to sign up for it > Stays motivated while training > Show up during race day > Start strong > And half way through the race, I start asking the question…

“Why did I put myself this torture?”

Did that sound a little like you, too?

The truth is, it is very easy to start something, but it is never easy to see it through. Be it starting up a new business, going to the gym, breaking a habit, or just sticking to the new year’s resolution you’ve written.

We give ourselves really good excuses like having a busy schedule, commitments, circumstances… but the one that takes the cake has to be – luck.

“I’m just not as lucky”

Yes, that is an excuse. I believe that this thing called ‘luck’ is merely a result of hard work, perseverance, relentlessness… and you being present. Most people ‘miss’ out on opportunities to be ‘lucky’ simply because they are unequipped, unprepared or simply not present to take up what it takes.

Our definition of luck is warped. We want to enjoy the final outcome without having to go through any of the process, expecting for it to literally just present itself at your doorstep – but it does not.

Imagine completing a full marathon without training, preparation, conditioning or actually showing up for the race – you will never complete it, let alone receiving the finishing medal. Luck will not auto-magically teleport you to the finishing line of the race! You will need to show up, run, and create possibilities for yourself. Maybe the weather will be great, maybe you’ll find a buddy to cheer you on, maybe there’ll be some special drink that will boost your energy along the way, and heck, maybe they’ll even give you a ride to a finish line and still award you anyway.

The thing is, you won’t get to experience the ‘luck’ or opportunity if you’re not even there to begin with!

So if you’ve been wondering why you haven’t got that physique you’ve been aiming for, or that dream career; you haven’t been exhausting your options to be in a position for that opportunity or ‘luck’ to happen.

Opportunity only comes to those who knock.

Start showing up!

How Words in Your Company Builds Culture

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Words are powerful. The right words used can motivate, inspire, build and encourage; but also to tear down, hurt and crush.

While that sounds like common sense, the words we use tend to roll out a little too freely and we justify that by calling it a freedom of speech or as a form of expression. And this freedom contributes to the culture you are building in your company, be it a startup or corporate organisation.

Culture is not something where you frame up in your board room nor is it a string of (vague) fancy words to sound cool. It starts and sticks with the smallest detail – like the conversations that happens surrounding work.

A negative complaint, a passing remark, a jab toward your superiors, clients or vendors, sarcastic responses, a common curse word or phrase when faced with an unfavourable situation may all seem very normal in a social context but can very well be contributing factors to productivity, morale and growth both individually and collectively within the company, and here’s why:

#1: Words stick

If you recall a random not-so-nice remark made by someone towards you, or just a simple compliment about your hair, that already shows that words do stick – and they do, no matter whether you like it or not. And for many, these words stay with you consciously or unconsciously for the rest of your career / life; and the negative ones haunt you at your lowest.

#2: Words affect your team

Words said in in jest are the worst! You may not have meant it literally when you said “Yea, the dude has always been lazy and useless to the team.” but this sentence alone can spark off many political sidelining within the team.

#3: Words affect yourself

“Crap! I’m an idiot!”. Say that often enough in every mistake you make and you’ll successfully crush your self worth, esteem and confidence over time.

Don’t get me wrong here, I’m not saying we should all be constantly positive with rainbows and unicorns in the sky, or that we should always be hyper-sensitive with what people may feel when we speak – that’s self limiting and frankly, will drive you crazy.

Instead, remember that the words we use are a choice. It’s easier said than done but if we remind ourselves of the bigger picture of what we want to achieve in our workplace and as a career, we can redefine and switch the words we choose to say to create a better workplace culture.

Culture starts with people, and that’s you.

Read: How to build company culture

5 Things Startups Should Lookout For

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They say 9 out of 10 startups fail, and about 50% of businesses out there don’t survive past the 5th year.

OpenMinds celebrated our 5th year just a couple of days ago and I am thankful that we are able to beat the statistical odds in coming this far as a MarTech company. Speaking about stats, here are some interesting ones we found over the past 5 years hustling:

100% bootstrapped
0 debts
2 offices, in Kuala Lumpur and Hong Kong (was at Kazakhstan before)
50 media features including Forbes Asia, BFM and more
900+ job applications received via our website alone
433 invited for interviews
78 made the cut
132 business enquiries received via our website
0 marketing dollars spent for customer acquisition
52 brands served, in over
10 countries across APAC and Europe
60 speaking engagements in corporations, organisations, and universities
15 startups mentored one-on-one
4 startups invested
5 internal products developed, 3 successfully launched, 2 running

Despite all that we’ve accomplished as a team, the past five years have been a gruelling one. We’ve experienced many ups and downs and below I’ve listed 5 things that startups should look out for from my experience throughout the course of OpenMinds:

OpenMinds fifth anniversary

#1: Make the tough decisions

Whether it is a business, team, finance or product matter, if it is for the better of the company, do it. Procrastinating or being sentimental over the matter usually results to decision paralysis – and that’s critical for startups as it not only waste time, but money. You don’t need to be ruthless in making tough decisions, but you’ll definitely need to make them!

#2: Put people first

People has always been our biggest assets and has always been part of our culture. As important it is to build and ship products and services, it is equally, if not even more important to put your team first. By that, I don’t mean you should give everything that are asked for, but to always ensure that their wellbeing, growth, productivity and successes are clear and achievable.

#3: Guard your cash

Be prudent on what you choose to spend money on, and always brace for rainy days ahead. From the beginning, we made effort to ensure we had enough savings to survive at least 6 months without income, and have allocations for business development (which includes scaling and investing into startups). It was a huge challenge and we had to go without salary for some time, but the results today are worth it.

#4: Put action to words

It is very easy to get caught up in a grand vision or ideas thrown across meetings. Don’t let words wander off without an action plan. Take time to strategise and put-to-paper steps to make that vision or idea a reality. Never leave it to be “we’ll come back to this” or “let’s take time to think about it”. Put it down, assign a lead to it and start making things happen.

#5: Never settle for ‘now’

You are only as good as you were yesterday. Always invest back into your own company by consistently innovating. This is usually easier said than done because most effort will usually be placed into building sustainability where the results are more prominent and clear. However, neglecting continuous improvement and scalability will cause a plateau over time that can hurt the company more than you think.

What is Company Culture?

Building a culture for your startup or business
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Company culture is one of the most talked about topics but also the most elusive and challenging to introduce, build and sustain over time. In fact, it is also a much talked about topic among startups and even corporates today in hopes to attract and retain talent.

But what exactly is company culture? Many think it’s about the working environment, flexible working hours, bean bags, ping pong tables, unlimited snacks, and so on but is that really it?

While OpenMinds is known for 25-category (and growing) perks, flexible hours, transparency and flat communications, we realized that there’s more to culture than just creating a fun and productive working environment; and it is definitely more than a few polished statements inside a company handbook or in a fancy frame on the wall.

Culture is people.

Just as how you experience different cultures in different countries, people is the best reflection of culture and the best way to see if a company’s culture is practiced is to speak with the team. A team that lives the culture believes in the company’s cause and practices it naturally. And the only way for this to be achieved is for your team to know how can it be practiced in a real environment.

To do: Make sure your team understands the underlying whys and hows of the culture set. Empower your team to champion conversations and be active in practicing them.

Culture is education.

People forget, and that is okay. It takes time for people to build habits, especially if it’s something out of their usual. However, it’s also you and the team’s role to actively remind each other on what needs to be practiced through conversations. It is important to create an environment where culture is not seen as a disciplinary action but instead, something where the people decides to build.

To do: Practice makes permanent. Find ways to talk and practice culture regularly. Start from onboarding or even during the final interview. Use your culture to inspire, present use cases, show results, commend best practices and get your team involved in the process.

Culture is organic.

It is important to recognize that culture evolves over time and it is only normal. With changing technology, lifestyle demands and industry movements, the people’s and the company’s needs change. This means that what you have set out to be 3 years ago may no longer be relevant. Sure, there are companies that managed to retain their culture for decades (or even a century) but really, there are only a handful doing so that they too are facing the challenge today.

To do: Understand why some cultures are not being kept and don’t be afraid to change. Is it because of a change in needs or it’s simply laziness? Get to the root and decide if a realignment is needed.

Culture is aligned to your goals.

A common observation among different company cultures is that they usually do not align with the company’s goals. It is usually created to be inspiring and vague (or disciplinary), causing it difficult for the team to relate to what the company is trying to achieve. And that’s a problem right there – a culture that only inspires without tangible output will be easily forgotten.

To do: Regularly check if your culture is helping the team to meet goals or is it slowing down productivity.

Does your company have an interesting culture to share? I would love to hear from you too!

Stop Starting Up

jan wong blog - stop starting up
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Yes, you heard that right – stop starting up!

This may come off as a rant, but hear me out on this one. It’s always a great and exciting thing to hear about startups; their adventures, their pain and gains, but that’s not enough. It’s not enough to run a business.

And that’s the difference right there; between starting up and creating a business. The truth is, it is a lot easier to start something than to sustain and grow it into something greater. That’s the difference between a one-year old company versus one that has been around for a hundred years. Sure, the latter doesn’t sound as cool today but think about it, building a business that lasts a century? That’s beyond startup weekends, community meet ups, business canvases, participating in pitching competitions and raising funds. In fact, it’s about the ‘boring’ stuff – management, operational workflow, processes, SOPs, public relations, customer retention, branding, product innovation, finance planning and more.

But having that said, I don’t blame startups.

Young founders today focus on the desired ending and has subconsciously replaced that with “business”; no thanks to constant focus on the glam on huge fund raising rounds, celebrity entrepreneurs and acquisitions. And to achieve this “exit”, many founders focus on building pitch decks, business plans, canvases, networking opportunities, whatever – but does that matter?

Here’s what I think a startup should really be like:

#1: It should fulfil a cause

No, it doesn’t need to be world peace or to eradicate hunger, but it should be something positive worth hustling for. All these talks about disrupting traditional businesses and industries shouldn’t even be the primary purpose anyway. You don’t disrupt just because you want to, or to sound cool; you disrupt because you believe you have a better solution that fulfils a cause and brings more benefits than its former self.

#2: It should create job opportunities

Isn’t this what businesses are all about? It’s a high calling to build a team and to ensure that not only they have enough to live by, but also to have an environment where people can be at their best, thriving, and finding fulfilment in what they do. People makes businesses, not otherwise. So instead of focusing solely on product fit and scale, pay attention to your people too!

#3: It should make money and stimulates the economy

By that I mean profits! Not through fund raising, glorified exits, winning pitching competitions or at the expense of your team. I’m talking about hard cash that you can actually see and spend without the expense of your business or others. It doesn’t make sense to raise millions but only to squander them all away because of ‘market acquisition’. That just means poor execution, and the only disruption you are making is to yourself.

Want to build something cool and sexy? Stop starting up and build a business.

11 Things I Learnt in my 11th Year of Startups and Entrepreneurship

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How time flies! About 10 years ago today, I took the first step into a whole new world – the world of startups and entrepreneurship.

I still remember the day I started my first venture as a college student back in 2004. I didn’t know what entrepreneurship was about and what building a startup meant.

There was no elaborate business plan, lean canvas analysis, marketing blueprint or exit strategy. The thought of becoming the next Bill Gates or Mark Zuckerberg (Facebook was in its infancy years then) was also non-existent; I was just fueled with pure curiosity and passion to do what I started off with.

Today, startups and entrepreneurship seems to be the latest trend in town and perhaps, even a norm for some. Almost everyone, both young and old, are wanting to start something of their own for various reasons and that’s cool – but, what does it really mean to start something of your own?

It’s far beyond being your own boss, having flexible hours or even getting rich (ha!). 

What is it then, really? Here are 11 things I’ve learnt (out of the many others) throughout the past decade that will help you at your crossroads, or if you are facing similar situations and lessons, or even if you are just curious and interested about start-ups and entrepreneurship.

#1: Overnight success does not happen to everyone

Running a startup is really unlike how the media tells it – huge overnight acquisitions, closing massive funding rounds and other seemingly quick successes. In fact, a majority of the startups do not experience such situations. Often times you may question your capabilities but don’t waste time salivating and thinking about their success. Be zealous over what you have and build your own success story!

#2: Get used to sacrificing yourself (quite literally)

Many tend to oversee the amount of sacrifice that’s needed for a startup. I’m talking about months and perhaps, even years without a “proper” income, having one too many sleepless nights thinking about how to make things work, taking the heat from your team and for your team, get pushed around by clients or investors, catching up with friends and sometimes, even family time. Honestly, it does not get easier and better over time. In fact, the sacrifice becomes greater and you’re forced to rethink your priorities.

#3: Others will look down on you

Unfortunately, throughout your journey you will meet people who would not believe in what you’re doing, treat you lesser than others, and of course, those who would only come to you when you have accomplished something. Truth is, people will always talk about you despite your successes and failures. Instead of mopping around, pick yourself up and learn how to deal with it. Easier said than done, but it can be pretty tough at times, especially when you’re facing a dry spell.

#4: You cannot do it alone

Your ideas are nothing if there is no team to share it with. I am blessed to have met some really awesome people in the past years. Sure, there were times when our ideas and ideals clashed, and times when the venture didn’t work out. But that does not change the fact that a strong team effort is needed. You would also need a personal support system of your own; be it your loved one, family, friends, or even a bunch of like-minded people. When you’re bursting with ideas or stuck in a rut, you’d want to share it with these people.

#5: It is not all fame and glory

Others tend to put entrepreneurs on a pedestal because of their courage to step out and do something on their own. But truth be told, it’s nowhere near that glamorous at all. You need to be prepared to get your hands dirty to work on every aspect of the business because no one else will. While my name card states that I’m the founder, I am actually the janitor, data entry personnel, human resource executive and basically, anything else that comes to mind. Of course, some of these roles will and can eventually be delegated in the future. But first, it starts with you.

#6: Learn to let go

It is always difficult to let go of something that you’ve invested a lot in. The past 10 years has taught me to identify signs or situations to let go of people and ventures. Personally, I have never liked letting go of things but I’ve learnt that letting go is a critical factor of growth. In fact, keeping things for its sentimental value will only pull you back.

#7: Multitasking is not for you

Startup founders are scatterbrained, but not in a bad way. Most founders I know are always overflowing with ideas; maybe you too! The challenge here is to focus on one idea at a time. Diving head first into multiple ideas will most likely do more harm than good, even when they all seem equally attractive and appealing. Doing multiple things at one time will jam you up. Prioritize, prioritize, prioritize!

#8: Don’t limit ideas and opportunities

This is a tough one to balance. On one hand, you should always be exploring new ideas and on the other, you need to focus on one thing at a time. The art of balancing here is to keep an open mind and never shut off ideas despite how silly they seem. You may not want to work on them now, but it may certainly become useful in the future. What really helps is having a notebook (digitally and physically) to jot these ideas when they come.

#9: Speed beats completeness

I started off thinking that it is better to launch a complete product even if it takes a longer time. I was wrong, simply because the product will never be complete. You’ll find yourself building and enhancing for the umpteenth time and you’ll never be satisfied because there’s just too many ideas to execute! Seeing how fast paced the industry and technology is, what you have in mind would have already been implemented by someone else. You need to be quick and agile to put it out there while it’s hot.

#10: Discipline is key

I’m always intrigued by the daily life of every entrepreneur. Everyone has a unique lifestyle that works for them. But if there’s one thing that’s similar, it has got to be the level of discipline – it ranges from their sleeping behavior, morning routines and right up to their task management; they keep it tight! And they leaving little or no room for procrastination and “doing nothing”.

#11: It’s a faith-building process

I wish I could say that I have perfected the formula to startups and entrepreneurship over the years but I’m nowhere near that. Every day, a new challenge comes and every decision made is a new and an untraveled path. It’s an on-going process that will never be perfected, which is why I rely on God to lead the way. He’s the one that has brought and sustained me thus far and the source of what I have and who I am today.

What is your biggest challenge in starting up or getting into entrepreneurship?

Brand Focus #13: Maximizing Search Engine Optimization Offline [Hong Leong Bank Malaysia]

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Search engine optimization (SEO) has always been key to many including myself. It really is a no-brainer as almost every brand, business or individual would want to be easily searchable across major search engines to stand out from their competition online.

However, can SEO benefit OFFLINE marketing efforts?

Definitely. And one reason why SEO can be equally powerful offline is that it demands attention and can potentially increases your credibility curve even if you are new to the industry.

Take for example this advertising campaign by Hong Leong Bank Malaysia I spotted in a shopping mall on their recent launch of the Mach Card (a credit card).

hlb-seo-1

What do you think? Did it catch your attention? It definitely did to me! And here’s a vertical version on one of the pillars.

hlb-seo-2

5 benefits of making your search engine presence known offline

#1: It captures the audience’s attention

This advert caught my attention when I was going down an escalator. Not because of its size but because it resembles Google search. My focus was immediately and naturally drawn to the “search box” effortlessly.

#2: It’s easy to remember

The message was clear and there was a clear takeaway for me as a potential customer – “A bank like no other”. Short, simple and sweet rather than the name of the new product that probably may not make sense.

#3: It’s a familiar design

An advert that utilizes familiar elements allows the audience to understand its context without any trouble. And in this era where Google search is dominant, they cleverly adapted their brand to the Google layout that we are all familiar with and listed out the product features as “search results”. One look and just about anyone gets the message.

#4:  It’s a conversation starter

I have personally been utilizing a similar strategy for a while now and I must say it works almost 100% of the time.

People tend to go “Wow!” or “This is so cool”, followed by “So what do you do as an online strategist?” and it takes off from there naturally. What makes this method effective is that they would already have generated a certain amount of interest in you rather than you go babbling about what your company does.

#5: It boosts credibility almost instantly

Starting a conversation is one thing, and actually being on the search results is another. People who receive my card in most cases tend to test it out there and then… and it works!

What happened here? You’ve just successfully proven that you are the real thing and will leave a lasting impression on the recipient especially when there are hundreds of cards being passed about.

But wait, is the brand for real?

hlb-seo-3

A quick search on Google revealed that they are no where to be found!

I was stumped.

Sure, it did very well in attracting my attention and I remembered your keywords but hey, I can’t find you on Google and mind you, I was genuinely interested in finding out more! So the question really is, what is the purpose of this advertisement?

Have you experienced an ad campaign that put you off? I would definitely want to hear your experiences below.

 

A Look Into Malaysia’s eCommerce Scene in 2012

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So the team and I at OpenMinds Resources recently put together our findings we conducted on the local eCommerce scene into an infographic and discovered a number of stuff that did surprise a bunch of us.

We found that guys tend to make online purchases more than the fairer gender, payment via cash on delivery out weighs bank transfers and exclusive deals doesn’t necessarily command an immediate purchase (despite us Malaysians being quite crazy over bargains). You can read about the findings here or directly from the infographic below (click for larger image):

eCommerce scene in malaysia 2012

Where do we go from here?

If your business is situated in Malaysia or are facing a similar market outlook, here are 5 points to consider to turn these findings to your advantage:

#1: Offer credit card checkout options

This may seem obvious but most small sized online retailers do not offer such options to their customers for various reasons including high transaction fees and technical complexities.

What you may want to explore is to utilize a credible payment gateway such as PayPal, iPay88 or MOL Pay in Malaysia as setting them up aren’t difficult at all. As for the high transaction fees, I’d rather not lose out on the 58%.

#2: Consider meetups to drive sales

The biggest disadvantage of an online store to the customers is the inability to physically see and feel the product. Having that said, a no obligation meetup to showcase your products may not be a bad idea though costly to you at first.

What you want to achieve here is to boost your credibility. I recently made online purchase of a shirt myself and I was pleasantly surprise that the retailer was more than happy to provide an exchange of size at no additional cost should it not fit me.

#3: Be detailed when providing product info

Instead of putting all your effort in writing a sales pitch for your product, try to be descriptive. Saying your product can change the world in a click and how awesome and limited they are won’t cut it. Instead, say HOW it can change the world and in what way will it function will do a whole lot better.

Of course, the price has to be clear too. Nothing annoys a customer off more than having an unclear pricing mechanism.

#4: Consider REAL product reviews

One of the reasons why sites such as Amazon.com and TripAdvisor.com are loved by many is because of its reviews. Real, honest reviews by fellow customers.

I know this sounds like a risk to many retailers but it works. Not only you’re able to obtain real feedback from your customers, you’re getting them to do the selling for you!

user submitted photos as product reviews

BlackMilk Clothing turns real reviews up a notch by encouraging customers to submit a photo of themselves in the dresses they sell. This not only shows other customers how that dress may look like on them, but not also have a user-generated pool of photos. Brilliant!

#5: Create exclusive offers… and gain from it!

Group deals are still pretty big over here in Malaysia and that’s great for us consumers. The problem is that retailers tend to rely on these deals as a means to drive sales and eventually find that these deals are not sustainable, which is true.

Don’t just create an offer and throw it off the street. Ask yourself, how can you maximize it to your benefit? Could it be a good opportunity to grow subscribers? To amass reviews or feedback? To get them to bring their family and friends along?

Check out: How to manage a group deal for a small business

What are some other observations you’re able to gather from this research? Would love to hear from you!

What About Customer Satisfaction Online?

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Customer satisfaction has always been an important contributing factor to businesses and more recently, it has been translated to technology too! No longer it is sufficient for businesses to ensure customer satisfaction offline, but on online platforms too.

The Reason

It is okay to place your contact number on a website 10 years ago (if you had one) and expect customers to call you directly should there face any problems. In fact, your website did not need to be interactive. A guestbook (do you remember that one) was the cool thing back then.

Today, things are different. There was never a time more relevant than now for you to ensure a higher customer satisfaction rating on your online platforms.  A recent survey revealed huge numbers on online customer satisfaction and how it CAN indeed improve sales – both offline and online (click on below image for full article).

customer statisfcation online

The Challenge

You may have seen or read tons of reports, articles, infographics such as the above  and you know by heart how customer satisfaction is important. The problem is, how?

  • How can you effectively increase customer satisfaction through your website?
  • What can you do to ensure customers have a good digital experience with your brand?
  • What does it take to be ‘user friendly’?
  • What is ‘user friendly’ anyway?

If you’ve asked some of these questions above, read on!

10 Ways To Increase Customer Satisfaction Online

#1: Provide REAL Product Reviews and Ratings

Note that I stressed on the word ‘real’. Simply placing a photo of a satisfied client with a well scripted message does not cut it anymore. Allow customers to generate their own reviews, both good and bad. Empower your customers to create more customers. Let customers see for themselves what others are talking about your product or service and allow them to speak of their experiences as well.

#2: Clear Navigation (and Call-to-Action!)

Ever been to websites that plays hide-and-seek with you? Hidden links, poorly coordinated colours or simply just by having too many links. Contrary to the beliefs of many businesses, having more links does not necessarily help customers to navigate better.

Ask yourself, who do you expect to come by your website? What do they expect to see? 3 different links to you company’s vision and mission statements or the products and services you offer? Are they often looking for an answer to a question or to get personal advice from you?

#3: Support

Let’s be honest here, there are many occasions where we as customers ourselves often head straight to the contact form to pen down our feedback, suggestion, enquiry or question without first checking the FAQ page or using whatever search feature there is. While sometimes it is due to customers being hasty, often it is due to you not providing clear or simplified ways for them to seek support from.

AskAirAsia

Let’s take a look at Air Asia for a bit. Note that they have a section on their website solely dedicated to answering customers’ questions? Not only they provided a clear and distinctive way of searching, the topics are also laid out in a very understandable manner, minus the jargons.

#4: Be Multi-Channel

Provide as many avenues for customers to be in touch with you as possible within your capabilities. This not only allows customers to communicate on what they are comfortable on, but it also demonstrates how open you are to hear from your customers.

I usually recommend my clients to have a minimum of 3 different customer touch points: a contact form via the website, a contact number and a social media platform. While these touch points are not absolute, it caters to 3 different groups of customers – the tech inclined (contact form), the non-tech inclined (contact number), and the socialites (social media platform).

#5: Surprise Them

Think about the small things that can make a difference, just as how awesome it would be for a hotel to leave you a handwritten note during your check-in or how the waiter brings your check with free mints. How can you convert these small gestures online?

It does not need to be something big but good enough that it stands out, especially from your competitors. It can be a small bonus, extended warranties, free support or training, insider discount, an easy return process or even personalized packaging (I’m a sucker for packaging)!

#6: Don’t be Too Quick to Reply

Businesses often equate speed or response time to customer satisfaction. That’s just partially true. There’s nothing more irritable than receiving a half-baked reply that derails from the customer’s concerns. Customers want their voices heard and problems acknowledged. Saying “We will look into it” is not enough, especially if it s a canned response.

Your response does not need to be Lego, but relate yourself in that very same situation, address the pain and always offer a solution. If there is none, tell the customer what will be done exactly on your end to rectify the problem. Take it another step further by dropping the customer a call or another email few days later to provide an update of the situation.

#7: Mobile Compatibility

You’ve probably heard this a million times and I’ll say it again because it IS that important. With such a huge increase of mobile users over the past 3 years, it is almost guaranteed that customers will likely stumble upon your site on their mobile devices – whether it’s through a link on Facebook, a newsletter you’ve sent or via search engines.

A site that is mobile compatible usually has these traits:

  • NOT designed using Flash
  • The site fits into the screen
  • The contents, such as text and images can be seen without scrolling or zooming
  • Simplified navigation scheme (e.g. displayed in a dropdown list instead)
  • Quick loading time

#8: Check Your Links

This sounds like an easy one but you’ll be surprised on how easy it is for you to miss just a single link on your website. Click here for an example.

See what I mean? Did that annoy you just a bit? Check your links. All of them. Make sure they work as intended as customers do get annoyed if they can’t get to where they want to be!

#9: Revisit Your ‘Introduction’ Page

There really is no reason to put a page before your home page. I am very glad that this trend is slowly making its exit but many businesses are still on it! If you have one, do you REALLY need to have one? Can that introduction be placed as part of the home page instead?

Such pages not only requires customers to go through an additional step to ‘enter’ or to ‘skip’ it, it is bad for SEO too. Search engines hate it, and you definitely do not want to get into their bad books!

#10: Loading Speed

One of the biggest turn offs is slow loading speed. Not only it greatly affects browsing experience, it totally kills the mood too. No customer would be happy waiting for your product page to load or to make a payment. Did you know that even a second is now, too long?

Google has a nifty tool to test your website’s speed and recommends ways you can speed it up, though you need a technical person to do so. If your website is getting anything lower than a score of 60, you definitely need to do something about it!

Customer Satisfaction is Here to Stay

Like it or not, customers will continue to expect more out of businesses online especially when the internet population and tech literacy continues to increase. Business can no longer escape this fact, not for long.

Remember, dissatisfied customers can stir a storm and should not be taken lightly.

What’s your take on customer satisfaction online? What is it that ticks you off the most?

Websites Are Beyond URLs

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Sometime last week I received an email from an existing client saying that they’d want to terminate their corporate website and to setup a Blogspot account instead.

You heard that right. They (the directors) have decided to terminate their existing corporate website (which already has a blog section) to setup a Blogspot account simply because “blogs are more popular than websites”. According to them, this will make a good marketing strategy allowing them to reach the younger consumers since a blog is part of social media. And if this blog goes well, they are looking towards pulling themselves out of Facebook too to see what will happen before making the next move.

3 Reasons Why They Are Wrong

#1: Having a Blog Does Not Necessarily Mean More Visits

Consumers today are not drawn to the platform your brand is on. Just because you have a blog or own a Facebook page does not make you look cool and they’ll flock towards you. In fact, it’s a commitment – one that is open and transparent.

After all, a blog is a website. Same goes to a portal, a forum, a social networking platform, they too are websites. It is essentially what you do on the site that makes it exciting to the consumers. Now I’m not against having a Blogspot, but to terminate a corporate website that’s already enjoying steady streams of traffic, receiving enquiries from local and abroad while sitting steadily on top of all major search engines really is  a “bold” move.

#2: Where is the Brand?

Branding is important. In fact, it is vital for consumer-driven businesses and having a easily recognizable website will not only increase memorability, but also allows marketing messages to be more concise.

If these are still not good enough reasons, think about the perception of what your consumers or business partners will think about your brand. Between myawesomesite.com and myawesomesite.blogspot.com, which sounds more credible?

#3: No Home Base

An official website also acts as your brand’s home base. It is here where conversions, sales and subscriptions ultimately should happen for 1 reason only – it is YOUR platform. Yes, you own it and no one can take it from you. The traffic and database you have built is yours to keep.

Unlike having it on Blogspot, WordPress, Facebook or Tumblr, who knows what will happen in the coming years? Are you absolutely sure they’ll still be around? Remember Friendster? They were the undisputed champions of social networking once, with over 115 million members before Facebook took the lead.

Do you think having a subdomain (such as Blogspot) is better than a domain itself?