We’ve been focusing on our bookstore websites this week. Today I’d like for you to take 5 minutes to search and shop for a book on your store website.
When you begin, note the time you started. And as you shop, make note of any glitches along the way. After you complete the process, note the time. How long did it take? It will likely take your customer twice as long.
Were you ever confused or frustrated? You actually know about the product and industry jargon. Imagine what your customer is feeling as they shop on your site. Customer service doesn’t only apply to in-store purchases.
Look at your notes and evaluate items that can be improved on your end, then assign them or add them to your to-do list.
Once you’ve completed this task, do it all again. But this time use a smart phone.
(Okay. This might take 600 seconds.)