There are 10 x Key Factor areas where your Web Site needs to be ‘Issue Free’ to make it ‘really’ sell. If you have critical Web Site Issues such as the ones we have identified across any of the 10 x Key Factor areas, you will need to implement a remediation plan.

1. So you want to have a
Web Site that ‘really’ Sells ?
We have identified 10 x Key Factor areas where your
Web Site needs to be ‘Issue Free’ to make it ‘really’ sell.
If you have critical Web Site Issues such as the ones we
have identified across any of the 10 x Key Factor areas,
you will need to implement a remediation plan.
Visit the Simply Better Performance Web Site and take advantage
of our fantastic offer for a comprehensive eBook and Web Site
assessment Tool to get your remediation underway now.
eMail:
Author: Leonard F Jackson
leonard.jackson@simplybetterperformance.com

2. The 10 x Key Factors that must be Right to
make your Web Site ‘Really’ Sell
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Findability – Is your Internet Business Highly Visible ?
‘Wow’ Factor – Is visiting your Web Site memorable for the ‘right’ reasons ?
Customer Usability – Just how good is your Web Site to use ?
Efficiency and Reliability – How well does your Web Site Work ?
Customer Relationship – Does your Web Site endear you to Customers ?
Return / Future Business – Are you getting high return Web business ?
Exceptions Handling – Is running your Web Site costing you too much?
Extendibility – How easy is it for you to add new products and services?
Cost Effectiveness and Profitability – Are you ‘really’ making money ?
Competitiveness – Is you Web Site ‘really’ up there with the best ?

3. 1. ‘Findability’
If your Web Site isn’t highly visible on
the Internet, it is probably a failure . . .
– Can a Test Customer Audience find your Web Site
easily, and without prompting from you ?
– Is a Test Audience easily able to identify the best
‘Keywords’ to search for your Business ?
– Does your Business Title and Web Address clearly indicate your line-ofbusiness ?
– Are the Key Words in your Home Page the ‘best choice’ ?
– How would you know this ?
– Is your Web Site coming up on the first page of Internet Search results ?
– Are you paying for priority listing with the major Internet Search providers ?
If you must honestly answer ‘NO’ to any of these Key Issues
it is likely that you have a ‘Findability’ problem . . .

4. 2. ‘Wow’ Factor
Is your Web Site a possible ‘turn off’
with potential Customers . . . .
Use a Test Customer Audience to quickly check this out for yourself
– What does your Test Customer Audience really think of your Web site
overall compared with (say?) your 12 major Competitors ?
– Is their first impression of your Web Site a ‘good’ or a ‘bad’ impression ?
– Where does your Web Site rate against your (say ?) 12 major Competitors?
– How does your Test Audience rate your Web Site for consistency of
‘appearance’ ?
– Have your Test Audience identified any really good ideas that you can
borrow from Competitors or other Web Sites
If you don’t rate in the top 25% in All of these assessment
areas it is likely that your Web Site doesn’t have the
necessary ‘Wow’ Factor to make it ‘really’ sell . . .

5. 3. Customer Usability
Customers are quite fussy with their
Web time and typically want:
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a productive visit to your Web Site
minimal impediments, diversions or delays
to get what they came for quickly, easily,
and with confidence of financial transaction security
no intrusive or unnecessary questions being asked
to conclude any Web Site visit believing that
they have been treated fairly and professionally
To experience NO Web Site linkage failures during their site visit.
If you must honestly admit that your Customers aren’t able to
use your Web Site in the ‘fluid’ manner as suggested above
then it is likely you have a ‘Customer Usability’ problems . . .

6. 4. Efficiency and Reliability
If your Web Site isn’t cost efficient it will have
higher Cost of Sales and lower Profitability . . .
– Do you closely monitoring your ‘real’ Costs ?
– When was the last time you did a comparative
review of your Web Site business in your market areas ?
– Do you look for and make ongoing changes to your Web Site to
take advantages of emerging cost efficiencies and trends ?
An unreliable Web Site also impacts on Sales and Profitability
– Have you implement ‘down-time’ tracking and trend reporting ?
– Do you have an Action Plan with ‘event triggers’ to ensure that you
are ready to address unacceptable trends quickly ?
If any answer is ‘NO’, your Web Site is unlikely to be as Efficient
or as Reliable as it needs to be to make it ‘really’ sell . . .

7. 5. Customer Relationship
Your Web Site should initially create and
then preserve a good Customer Relationship
– Have you recently checked your Web Site for
potential ‘abrupt language’ or other presentation issues ?
– Do you regularly check Customer Feedback for reactions and trends ?
– Do you periodically test your ‘Customer facing’ Web Site as a pretend Customer to
personally check for Issues ?
Your Customer Facing Staff must echo the same helpful and
supportive sentiments of your Web Site in all Customer dealings
– Do you periodically test your ‘Customer facing’ organisation as a pretend
Customer with typical Customer Service issues ?
– Do you track, report and act upon Customer Complaints ?
– Do you re-train or replace ‘customer facing’ staff that cannot deliver on your
Customer Relationship commitments ?
If any answer is ‘NO’, your Web Site is unlikely to be optimized to
achieve a consistent Customer Relationship or to be seamlessly
aligned with your Customer Facing support organisation . . .

8. 6. Return / Future Business
Returning Customers are really good Web
business because they typically have a lower
business support and delivery cost . . .
Welcome Back
– Do you track / report and incentivate returning Customers
– Do you assess your Competitor’s Incentive Programs for returning
Customers and ‘borrow’ their good ideas ?
– Do you periodically, Survey your returning Customers ?
– Do you investigate all unexpected ‘negative’ return trends ?
– Do you regularly evaluate and often trial new Incentive programs to
increase your return business ?
– Do you keep your Returning Customer program up-to-date ?
– Do you periodically communicate with return Customers ?
If any answer is ‘NO’, your Web Site is unlikely to be optimized for
repeat business by returning Customers. Another key reason to act
is that statistically, a Returning Customer is a lower Fraud Risk . . .

9. 7. Exceptions Handling
Unless you automate most Exceptions Handling
activities you Web business will likely choke and fail . . .
– Do you regularly analyse and categorize current ‘face to face’
and telephone based Customer support Issues ?
– Does your technical Web Site development program:
• review all new and emerging Issues handled by ‘customer facing’
staff , and prioritises them according to frequency of occurrence ?
• try to design and develop cost effective automated solutions for
the most common Exception Handling Issues ?
• Track the effectiveness of all such automation to assure results ?
Another good reason to put some real effort into this is the fact
that you will find that you don’t need a ‘real’ Customer
Support person to handle most Web Site support issues . . .

10. 8. Extendibility
From
A Web Site that ‘really’ Sells must be able to readily and cost
effectively support ongoing business growth and change.
You may have a Web Site Extendibility Problem if you can:
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Never be first to market with new products or services
Regularly incur costly or major Web Site software changes and
delays when introducing new products or services
Such Costs and Delays make introducing some new products or
services marginal or possibly unprofitable
Web Site ’Extendibility’ Issues need to be thoroughly
investigated to understand the full nature
and cost of permanently fixing such problems
To

11. 9. Cost Effectiveness & Profitability
Avoiding Selling at a Loss
( other than for special short-term promotions )
Do you know your:
– Full supply and delivery costs for all Web Products and Services ?
– Customer Support and ongoing Refund and Warranty Costs ?
– Full ongoing Cost of Web Site Development and Web Ops. ?
Are you alert and responsive to:
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Unexpected ‘runs’ on products, but especially low-margin items ?
Rapid or significant fluctuations in Supplier and Delivery Costs ?
Key Changes that Competitors are making in their Supply Chains ?
The early adoption of emerging and more efficient business operating
methods and processes ?
You need to be saying ‘YES’ to all of these questions . . .

12. 10. Competitiveness
Your Customers need to perceive your
Web Site as being highly competitive . . .
How are you creating and sustaining this perception :
– Do you keep the ‘look and feel’ of your Web Site up-to-date ?
– Do you actively encourage Web Site optimizing and fine tuning ?
– Do you regularly check your Competitors Web Sites and perform
comparative timing checks on your common Web functions ?
– Do you occasionally Survey your Customers to remain aware of
and responsive to their perception logic, including the ‘little
things that really matter’ to them ?
You must be saying YES to most of these questions to remain
Competitive . . .

13. In Summary
• This PowerPoint Presentation is intended to give you a high-level overview
of the Key Factors and related Issues that are likely to be preventing your
Web Site from ‘really’ Selling
• You will appreciate that by its very nature a PowerPoint Presentation is
limited in its coverage to Topic highlights only
• If you need to get ‘down into the nitty gritty’ to make your Web Site ‘really’
Sell, we know that you will need detailed Help. Fortunately such Help is
now readily available via the Internet from Simply Better Performance
• To get Help from us, you need to visit the Simply Better Performance Web
Site ( www.simplybetterperformance.com ) where you can initially download
our FREE eBook on this Topic to satisfy yourself as to our knowledge and
topic coverage
• You can then purchase our full eBook which
includes a FREE Microsoft ® XL ® based Tool to
help you to perform a detailed assessment and
to create a comprehensive Action Plan for yourself
• Don’t Delay . . . Contact us on the Web today !!!