Ways that a Website can Hurt Customer Retention

Sep 11, 2015 | Uncategorized

Customer retention plays a huge role in the success or failure of a business. There are many factors that go into a business’s customer retention rate; some of it is obvious, such as customer service, interactions, and promotion. But, were you aware of the effect your business’s website can have on your customer retention rate? When your website is subpar, it can cause some serious damage to how many customers actually stay with you over a period of time. Here are some of the ways this can happen.


  1. Your Website is Too Outdated


If you are not updating your website every year or so, customers may start turning away. Customers like it when websites update the look and information on the site, keeping it fresh and new. But, they also like it when old information and links that are no longer relevant get removed. These type of updates make for a cleaner web page and happier customers who will be more likely to stay.


  1. The Design Looks Cheap


You have probably heard how a poorly designed website can turn customers away- and it is the truth! When your website is not making use of responsive web designs, and it looks like you threw it together in ten minutes, people will not want to come to you for your products or services. This is because you are presenting yourself in an unprofessional way that makes you seem like a non-credible source.  Even if you are a leading figure in your industry, by not having the right type of design for your website, people are less likely to trust you.


  1. It is Too Hard to Navigate


When it is difficult to navigate through a website, users are likely to leave it after just a few minutes of struggling. Navigation links should be easy to find and use, as well as actually functioning. Without these three things, this can be another reason why your business’s customer retention starts to suffer. Links should also be organized in a way that makes sense, and make it easier for a user to find whatever page they are looking for.


  1. Your Site is Not Mobile Ready


These days, if your business does not have a mobile version of the website, you are likely to suffer some customer loss. People spend a great deal of time out of their homes and, therefore, away from the computer. This means that they rely very heavily on their phones to provide them with information. When a website is not mobile-ready, it takes more time to load, and whenever something does not load within a few seconds, people are already looking for a new source.


Your website can have a major effect on your customer retention rates. When you want to maintain and grow these rates, then it is important that you have a good website. Rather than try to design it yourself, or turning to one of those generic template websites, turn to Emerging Media Partners, who can help give your website the makeover it needs. Check them out online to see everything that they have to offer and call them for more information.

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