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7 Tips for Transforming CX with Live Chat

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Not so long ago, customers only had a couple of ways to interact with brands. 

If you had an issue with a product or service, you could reach out through the customer service phone number or send an email. Occasionally, sites would introduce dedicated forms on their website that allowed consumers to send support tickets straight to the service desk – but that was it.

The problem with this kind of service was all the waiting. 

Send an email or ticket, and you have no idea when the company is going to get back to you. Customers end up refreshing their inbox all day, waiting for a response. Call the company, and 9 times out of 10, you’ll be placed on hold. You can’t exactly do much when you’re stuck listening to hold music, so customers are gradually getting more frustrated as they wait for a response. 

Fortunately, the evolving digital age has introduced a new solution: live chat.

Transforming Your CX With Live Chat

Live chat is a quick and convenient way for your customers to contact your business and get a response immediately. The result is happier clients, better customer satisfaction scores, and even opportunities for bigger sales. 

More than 41% of customers say they expect to see live chat on a site. 

Even if you don’t have an agent on hand to answer a chat message immediately, you can create an automated system that notifies your customer when someone is available. That means they can go and do other things while they’re waiting for a response. Live chat solutions with bots can even allow your customers to fix problems for themselves. That’s pretty convenient!

Widgets equipped with answers to commonly asked questions can automatically deal with customer queries or help them find solutions to their problems before passing them over to an agent. This means that your customer gets a solution faster, and your agents don’t have as much pressure to deal with. It’s a win-win – as long as you get it right. 

Unfortunately, a lot of companies don’t know how to implement live chat experiences correctly. 

Kayako’s study into 400 customers found that 47% couldn’t remember the last time they’d had a positive experience through a live chat tool.  

How to Upgrade Live Chat CX

The evidence shows that customers love the idea of live chat, but the reality of how businesses implement this technology isn’t always ideal. 

However, since 86% of customers say they’re willing to spend more on a better customer experience, it’s worth figuring out what separates a good live chat interaction from a bad one. 

1. Set Expectations Instantly

Setting the right expectations is crucial if you want to generate better satisfaction for your customers at a later date. When customers know what to expect from your live chat strategy, they can also make more informed decisions about which support channels they’re going to use, and whether they want to hang around for someone to answer their messages. 

The first thing you should do is showcase your agent’s availability. In this example from Help Scout, you can see whether the team is active, online, and ready to talk. The company also sets expectations for how quickly you can get an email response if you don’t want to chat.

Other ways to set expectations include:

  • Showing your opening hours: List when team members are usually available to answer questions if you’re not currently online. 
  • Topics: Offer your customers some topics that they can ask about or use the welcome message on your chat tool to direct your customers to an FAQ page. 
  • Restrictions: If there’s anything you can’t deal with over live chat, like changing a customer’s password, let them know in advance so they don’t waste time.

2. Leverage Pre-Chat Forms

Pre-chat forms are some of the most important parts of the live chat experience. They ask your customer to explain their issue to your chatbot so that they can be directed towards the right agent. Using these forms correctly ensures that your agent has all the information they need to solve a problem fast. 

You can even set up automated systems that direct customers to different agents and teams based on their needs. For instance, the live chat app on Outgrow.co gives customers the option to fill out different forms depending on whether they want answers to a question, a demo, or something else.

The button you click on dictates which professional you’ll get through to. Although filling out a form can seem like an extra friction point for your customer at first, it helps to streamline the customer journey. After all, if you can direct the customer to the right agent the first time, there are fewer chances that they’ll need to explain their issue to various different people. 

Here are a few things you can ask for in the live chat form to make it more effective:

  • The customer’s name: This will help to personalize the conversation. It could also be an opportunity to track down any background information you have about an existing customer and the orders that they may want to speak to you about.
  • An email address: Having an email address will allow you to bring up a customer’s record on your CRM. It also means that you can send any information that the customer needs to their email inbox at the end of the conversation.
  • A brief explanation: Ask your customers to share what they’re reaching out to you about and use keywords in their message to assign the chat to the right agent or professional. You could even add a drop-down menu of topics for them to choose from. 

Remember, don’t ask for too much information straight away, or you’ll risk your clients feeling that the service experience is too complicated. 

3. Make Sure It Works Everywhere

We’ve reached the point now where every customer expects a brand’s website to be responsive on any device. Most web-building templates automatically work on mobile tablets and smartphones. Additionally, it’s becoming increasingly easy for companies to transform their website and online store experiences into dedicated apps too. 

However, while most businesses know that their site needs to be responsive, they often forget about the mobile element when it comes to live chat. If your live chat function is only available on the web browser version of your website, then this is going to end up making your mobile customers pretty unhappy. They don’t want to have to stop browsing on their phone just to connect with you. 

Ideally, you’ll want to create a separate component for your mobile app where your customers can easily access the same live chat functions they’d have on your browser-based site.

If you’re just offering live chat through a mobile version of your website, make sure that it’s easy for your customer to click into the chat section and send messages without accidentally ending up on a different tab or page. It might also be worth setting up functions that allow your chat app to send push notifications to your customer’s phone whenever they get a new message. 

Being able to put their smartphone down or switch to another app while they wait for a response will provide a much more intuitive experience for your audience. 

4. Make Sure You Support All the Right Languages

You’d think that this CX tip for live chat would be obvious, but it’s shocking how many companies fail to offer support for all the languages that their customers might use. If you’re selling your products throughout the world, and you know you have customers in China, then it doesn’t make much sense to only offer live chat in English. 

Some of the available live chat apps on the market today come with features that allow you to automatically translate languages when your agents are talking to foreign customers. For instance, LiveChat currently supports 45 languages. 

If you’re creating your own chat app from scratch, then you’re going to need to work with your developer or designer to make sure that the right languages are supported. Remember, you don’t have to cover everything, but at least make sure that you can connect with the most common groups of customers in your CRM. 

Ensure that if you are using multiple languages, your customers know how to switch to their preferred option too. Usually, the best way to do this is with a drop-down menu. You could also use little flag icons of the countries that you support. 

5. Find Ways to Reduce First Response Time

Speed is probably one of the biggest advantages of live chat, and the main reason that customers like it so much. According to the CMO council, fast response time is the number one thing that a customer looks at when measuring satisfaction. 

While you might not be able to have someone on-hand to answer your customers 24/7, you can improve the way they perceive your load times in a variety of ways. For instance, start by making it clear when your people are online to talk to your customers. Setting expectations on when you’ll be available to immediately respond should help to avoid frustration.

  • Keep all chats in the same place for agents: Having a combined contact center solution on the back-end makes responding to queries much easier for your agents. If they can see all of your brand’s live chat, social, and email conversations in one place, they don’t have to waste time jumping between different platforms and tabs. 
  • Set routing queues: Use an automated system to send every message you get to the most appropriate agent available. You can intelligently route conversations based on the issues that your customers have or the things they want to discuss. It’s also worth ensuring that your system prioritizes routing conversations to the first agent available. 
  • Send notifications: Make sure that you set your live chat system up to send push notifications to agents when a new message is waiting. It’s also with notifying your customer when they have a response, just in case they’ve switched to another tab. 

The notifications you send to your agents could come with access to a customer’s CRM file, so that your agent can go into a conversation with the context they need. Agents that instantly get context on a conversation don’t have to waste as much time tracking down the right information. Giving your agents context also means that they don’t have to ask repetitive questions, which could annoy your customer. 

6. Make the Chat Experience On-Brand

Every company wants to give their customer a slick experience with live chat. The solution you build needs to be easy to use, and responsive across every device. However, it also needs to be something that your customer associates with your brand. 

Companies generally have a lot of options for how a live chat window can look. You can adjust the appearance to suit your brand by picking specific colors, tweaking button shapes, and even changing the available fonts. 

Working the visual elements of your brand into the design of the live chat experience is the best way to make your customers feel comfortable and confident that they’re dealing with your company. For instance, Hubspot uses matching colors, rounded edges on chat bubbles, and even a fun illustration to make their chat experience more “branded.”

Remember, when you’re creating a Live Chat experience that’s “on brand”, it’s also a good idea to think about things like voice and tone. Infusing live chat with the unique personality of your brand will make the experience more memorable. 

If you usually stick with informal language and use a lot of slang, then it makes sense to continue that in live chat – even when you’re sending automated messages. To make sure your brand identity really shines through:

  • Write scripts for your automated messages in your brand’s tone of voice
  • Write guidance scripts for employees that highlight your tone for agents
  • Provide training on brand tone of voice for your support team
  • Encourage support agents to connect with customers on a personal level
  • Remember to set guidelines on how to use things like gifs, slang, and emojis too!

7. Make a Checklist For Security and Tech Issues

One of the most significant things that will affect the experience your customer has with your live chat service, is technical and security issues. Choose the right developer or designer to help with your app, and the risk of problems dwindle. You can also address the issue of having to constantly maintain, check, and update your live chat experience by using a pre-existing solution, like Intercom.

No matter how you choose to approach live chat, these are the things you’ll need to check for most:

  • Page load times: Page load times are crucial for user experience and SEO, so you should be taking them seriously already. Check your web chat software isn’t dragging down the performance of your page or causing unnecessary problems.
  • Cross-channel conversations: If your website has various subdomains, make sure that moving through these in chat won’t mean you lose the session. Customers don’t want to have to repeat themselves!
  • Functionality with browsers: Your chat app needs to work just as well on every browser and operating system – including mobile devices. 
  • Data management: Under things like GDPR, you need to ensure that you’re controlling user information safely. Ensure you have a DPA in place, and make sure that your web channel doesn’t affect any PCI-DSS compliance systems you have in place. Your chat solution may need to automatically mask credit card information, for instance.

Time to Enhance Your Live Chat Strategy

Ultimately, whether you like it or not, your customers love live chat technology, and they’re not going to stop looking for it on your website. Today’s consumers expect you to serve their interests by delivering customer support on the channels that they choose. Unfortunately, most companies just aren’t living up to expectations.

Following the tips above could help you to transform the way that you interact with your clients and improve your chances of better satisfaction overall.

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10 Tips to Help Video Content Succeed in 2021

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According to a recent Hubspot survey, more than 85% of marketers believe video content is essential for any marketing strategy. This percentage is more than 20% higher than in 2016.

Understanding why this is the case is not hard. Modern digital marketing is all about engaging with your audience and sharing personal stories. And there’s simply no better way to do that than video content.

Videos are engaging for people of all ages and less boring than other types of content. However, it’s not easy to create or optimize video content. That’s why we have created a list of the top 10 video content tips and tricks you should follow.

Top 10 Tips and Tricks to Succeed in Video Content Marketing 

Whether you are an influencer, blogger, or business owner, video content is important for promoting your services or products. The following tips will help you improve your video content strategies.

Plus, you can apply these tactics across all websites and platforms: from your website or YouTube channel to social media platforms like Instagram or Twitter.

1. Utilize Video SEO

Contrary to what many believe, SEO does not only apply to written content. In fact, video SEO is just as important for drawing organic traffic to your website or social network account.

You can achieve this in several ways. When you upload a new video, you need to consider things like keywords, tags, file names, and descriptions. However, this is only part of what you can do to optimize your videos for SEO purposes.

There are plenty of video SEO guides for beginners that can help you improve your online presence through your video content. 

2. Identify Your Goals and the Scope of Your Videos

As with written and visual content in general, it is critical to identify your business goals for video content. This is one of the first things you should think about when launching a new video content campaign.

Think about what you want to achieve. For example, do you need to generate new customer leads or expand your audience? Considering the reach of your videos can help you stand out from your competitors.

When it comes to video content, planning is key. For this reason, setting the goals of your strategy should be a priority.

3. Schedule Your Video Content

While it’s important to set goals, no video content strategy will work without consistency. Planning your video content is the best way to be consistent when creating, uploading, and promoting.

There are many online apps and tools that can help you organize your video content strategy. For example, scheduling tools like Buffer or MeetEdgar can help you keep everything organized and save time uploading your videos.

In addition to these social media scheduling tools, you can also use apps like Trello to help you organize your content creation in general.

4. Use Premade Material like Instagram Templates

If you are a professional video creator or video editor, you’ll have no problem creating top-notch video content. But what happens if you have no experience with video content at all?

Luckily, there are plenty of tools out there to make your life easier. For example, if you want to create video stories for Instagram, you can use captivating pre-made Instagram templates.

Editing such templates using software like Photoshop can save you both time and money. However, if you do not have Photoshop experience, you can also create videos using simple online editors like Canva. 

5. Make Your Videos Engaging and Emotional

There are a few tips we would like to share when it comes to the content of videos. An important thing to keep in mind is that your videos should always be engaging. If you don’t try to engage with your audience through your videos, there is a big chance of failure. 

Therefore, whether you own a personal blog or an enormous corporate website, your video content should connect you emotionally with your audience. Adding a personal feel to your videos is a fantastic approach to consider. 

By doing so, your customers/readers will feel the need to engage by sharing their stories with you.  

6. Create Educational and Relevant Video Content

There are a few tips we’d like to share with you when it comes to video content. One important thing to keep in mind is that your videos should always be engaging. If you are not trying to engage your audience through your videos, there is a high chance of failure.

Whether you have a personal blog or a huge corporate website, your video content should connect emotionally with your audience. Adding a personal touch to your videos is an excellent approach to consider.

This way, your customers/readers will feel the need to engage by sharing their stories with you.

7. Implement CTAs

Calls to action are one of the most effective marketing strategies for written content. Although most websites only include CTAs on the homepage, it’s a brilliant thing to also use them in blog posts, videos, and visual content in general.

You should let your customers know how they can interact with your brand. For example, let them know about your website or how they can follow you on social media for more information.

CTAs are the best way to keep your customers and ultimately increase your conversion rates.

8. Focus on Storytelling

Videos that focus on sales often bore viewers. For this reason, you should add some value to your video content. Creating videos that act like stories is a great thing to do.

When you tell a personal story, your customers can better understand your brand and how it can help them. Remember, storytelling makes your content more engaging and interesting.

9. Promote your Content

Say you have developed a great video content strategy and have already created some top-notch videos. What should be your next step? Well, maximizing your target audience is a smart approach.

You can achieve this by promoting your videos on platforms like Facebook, YouTube, Instagram, etc. Another smart move is to incorporate your video content into other content like blog posts, your website, etc.

10. Occasionally Evaluate your Video Content Strategy

Since you have already established your goals and the scope of your videos, you know exactly what you want to achieve with your video content strategy. Therefore, it’s important to evaluate how your plan is working. If you are happy with the analytics of your videos, that’s great.

If not, you can always consider what’s going wrong. For example, maybe you need to promote your videos better or include more CTAs.

Wrap Up

In this article, we analyzed how important video content has become for marketing. For this reason, implementing videos into your marketing strategies is a great thing to do.

If you follow the tips and tricks above, you will increase your video content strategy’s chances of success.

 

Featured image via Unsplash.

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3 Ways to Design More Inclusively

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Inclusive design is often mistaken for accessibility, or even used as an interchangeable term, which is a good indication that most designers don’t know what it means.

Accessibility is a process that seeks to mitigate issues in a design that is not sufficiently universal; inclusive design increases the universality of the design. In real-world terms, an accessible building may replace its front steps with a ramp; an inclusive building is constructed at the same level as the sidewalk.

Accessibility is concerned with objective, measurable improvements. It’s a UI concern. Inclusive design is subjective, more difficult to measure, and is a UX concern. By designing inclusively, we extend our designs to the widest possible user group and contribute to a better society. Here are three ways to get started.

1. You’re the Edge Case

When designing, it’s normal to assume that we are normal. After all, we are the center of our experience of the world. Everything from our preferences to our empathy stems from our individual place in time and space.

When we use the term “edge case,” what we’re referring to is a minority experience, a way of using our design that is uncommon or distinct from our own expectations.

But what would happen if we treat ourselves as the edge case? What if all of the experiences that we deem to be minority experiences are actually the core, common user experience of our design?

If we start from the position that we are the one out-of-step with the design, that most people will not think or act as we do, then we’re eliminating thousands of biased decisions about how our design should be.

Draw From Life

It has always surprised me that in Europe’s dark ages — ranging from the decline of the Roman empire to the Proto-Renaissance — it didn’t occur to anyone to draw from life. Artists drew things the way they thought they should look, which is why so many Byzantine icons of the infant Jesus look like a middle-aged blonde man that has been shrunk.

It’s important to draw from real life as much as possible. That means abandoning personas — which are by definition under-representative and frequently loaded with bias — and engaging with actual users. Most of all, it means taking a step back and opening your eyes.

2. Stop Making Inclusive Design Part of Your Practice

Inclusive design cannot be a part of your practice; it’s an all-encompassing attitude. Your design practice must be inclusive. At least, it should aspire to be…

As human beings, we are biased—all of us. The reason for that is that bias — be it racism, misogyny, nationalism, homophobia, or anything else — is cultural. And we all exist within society. We’re all bombarded with information that reinforces those biases every day.

Accept that you have biases and that your biases will pull your design work away from the inclusive solution you aspire to. But equally, accept that by acknowledging your biases you’re limiting the influence they have over your decision-making.

Do Not Require Users to Self-Identify

It’s divisive and abusive to partition users into groups, especially when the act of doing so perpetuates bias.

One of the most encouraging developments of the last decade has been the introduction of the answer “prefer not to say” in response to personal questions about race, gender, status, and so forth. But if “prefer not to say” is a valid option, in other words if you don’t actually need to know, then why ask at all?

Beware Occam’s Razor

Occam’s Razor is an often misquoted idea that (to paraphrase) states that when making a decision, the one with the least assumptions is the correct choice.

The problem is that Occam’s Razor implies that there is a ‘correct’ decision. But in fact, inclusive design benefits most from a flexible UI and a high tolerance for deviation.

If you can identify the assumptions in a design decision sufficiently to count them, then you’re best served by testing, not comparing, those assumptions.

3. Design Flexibility Into Everything

There is no such thing as a “natural normal,” but there is “perceived normal.” Much of our behavior is governed by the experiences we’ve had since we were very young. Despite existing somewhere on a scale of ability and preference, most of us have inched towards what we have been told is a “normal” range all our lives.

However, it is a physiological fact that every characteristic exists somewhere on a spectrum. There are no black and whites; it’s all grey.

When we design a site or app, we tend to silo certain characteristics into one. Someone who is visually impaired is treated to the same ‘solution’ as someone who is blind, even though visual impairment can range from screen reflections on a sunny day to someone who was born without optic nerves.

There are people who have lost their sight through degeneration or accident and will be able to make visual connections based on remembered visuals. Other people have never seen anything and their conscious mental process isn’t figurative at all.

To accommodate the full gamut of possible interactions with our design, we need to design to a scale, not with absolute values. This means thinking less about set colors and sizes and more in terms of contrast and scale.

Avoid Communicating in Color

Few areas are more indicative of a spectrum of experiences than color.

Color is instantly problematic for designers because quite apart from color blindness, color has deeply personal associations.

Over the last couple of decades, it’s been repeatedly proven that it is contrast, not hue, that increases engagement. Green does not always mean go; red does not always mean stop.

Color involves so many biases and assumptions that it’s simply better to work with contrast than select the ‘right’ hue.

Bigger Typography (Sometimes)

In the first draft of this article, I wrote that increasing the scale of your typography was always good.

My rationale was that some users will benefit from larger type, and zero users will be hindered by it. But that’s not true. Larger type means fewer lines per viewport, which means more scrolling; not a problem for some users, but potentially an issue for those with motor control issues.

That was one of my biases right there.

Congratulations, You’re Now An Inclusive Designer

Good design is self-aware in origin and unselfconscious in execution.

Inclusive design isn’t about enabling access for everyone; it’s about designing for a user experience that is welcoming and respectful. Every one of your users should feel not just enabled but validated.

Inclusive design isn’t a series of items on a checklist; it’s an ideal, like harmony or beauty, that we may struggle to achieve but that we should strive for nonetheless.

 

Image via Pexels.

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Top Blogging Platforms Worth Considering in 2021

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Want to know which of the top blogging platforms you should consider using this year?

Blogging is still one of the best ways to draw attention to your brand, generate thought leadership, and build your credibility. Research suggests that US internet users spend 3x more of their browsing time on blogs than on email. Additionally, people view about 20 billion blog pages on average each month. 

So, how do you join the blogging revolution? You’ll need the right platform. 

Essentially, a blogging platform is a CMS (Content Management System) which supports blog creation. Many come with additional tools like SEO support and integrations with email marketing too. There are tons of great blogging platforms out there, which means knowing where to start searching can be tough. To help you, we’ve put together this list of the leading blogging platforms.

What to Look for in a Blogging Platform

Before we sort through our list of the leading blogging platforms, let’s start with a quick overview of what the best blogging solutions typically include. Notably, depending on what you’re going to be using your blog for, you may have other features to prioritize besides those listed here. These features will act as a starting point for your comparisons:

Ease of Use

Uploading, publishing, and sharing your blog shouldn’t be a headache. 

There are many website builders out there that seem to have blogging tacked on as an “extra” rather than having it built into the foundations of the software. This often leads to a clunky backend experience when you’re building your site. 

If you’re a new blogger or don’t want to spend time messing around with HTML and coding, make sure that your blogging environment is easy to use. The simpler it is to distribute your content, the more likely you’ll stick to your blogging strategy. 

Cost and Revenue Opportunities

Many of the top blogging platforms come with a fee to think about. Even if you use an open-source platform for blogging, you still need to consider domain names, hosting, and security costs. Finding the right balance between spend and return on investment is crucial. 

Remember, just because a blogging platform is cheap doesn’t mean it’s good value. Similarly, expensive software may not be the best for your business. Ideally, you want something that’s going to deliver a good blogging experience, combined with plenty of opportunities to grow your readership for the lowest possible price. 

If you want to get the best return on investment, focus on the kind of monetization options you can access with each platform. Medium, for instance, has a partner program that allows you to earn money on the posts that customers read. Platforms like Wix, WordPress, and Squarespace can all offer earning opportunities too. You can use them to place certain content behind a paywall, create subscriptions, and sell products or services. 

Marketing and Growth Tools

Most blogging platforms will come with at least some tools to help you build your online presence. Wix and WordPress integrate with Google marketing, so you can purchase PPC campaigns and track your organic content through an SEO dashboard. 

The majority of CMS tools equipped with blogging capabilities also come with integrations for your email marketing service. This ensures you can create automated campaigns that inform your audience whenever a new blog post goes live. 

One of the best things about WordPress is how many plugins you can access to boost your readership levels. Access to extra tools like SEO solutions, landing form creators, and pop-ups can all boost your chances of converting and capturing leads. 

Custom Branding

If you’re keen to save money on your blogging platform, you might be tempted to start with a free version of a popular service. This is fine when you’re just testing the waters. However, you will need to spend extra if you want to remove the ads that other website builders put on your site. For instance, Wix’s free version will place ads on your pages and show the Wix identity in your footer. 

To build your own brand identity, you’re going to need to replace that CMS branding with your own. Look for a blogging service where you can buy your own domain name, customize your themes, and add your own colors, images, and logos into the mix. 

While tools like Medium won’t run ads on your campaigns, they also don’t allow you to customize your site to showcase your brand personality. It’s much easier to build a memorable identity when you can control what your site looks like. 

Upkeep and Maintenance

This ties in a little with the “ease of use” factor above. Before you invest in any blogging platform, think about how much work it’s going to require. A hosted blogging platform is pretty easy to manage because you don’t have to worry about security and uptime yourself.

Products like Wix and Squarespace will give you access to SSL certificates, patch security issues on your behalf, and handle other complicated site maintenance issues. WordPress and other open-source solutions require you to take more of a hands-on approach. You’ll need to manage your own web hosting and check the security of your site regularly. 

Flexibility

This feature is often overlooked in some guides to the best blogging platforms, but it’s also growing increasingly more important in today’s digital age. If you want your website to work for years to come, you need to make sure it’s flexible. This could mean that you look for something that allows you to upload different kinds of content, like written blogs and connecting podcasts. 

It could also mean investing in a service that has a lot of integrations and add-on options available. Plugins are fantastic for extending the functionality of your blog without having to move your entire site to another location. 

The right plugins can even allow you to transform your blog into a store if you decide to start selling your services or products later. 

The Best Blogging Platforms for 2021

Now we’ve covered what to look for in a blogging platform, we can begin to explore some of the top platforms on the market today. We’ve chosen these platforms for their ease of use, flexibility, performance, customization options, and value. 

WordPress

The best-known and most popular blogging platform in the world, WordPress is the go-to choice for most bloggers and website creators. Currently, there are around 64 million websites actively using WordPress as their chosen CMS. Usage stats also show that around 400 million people visit WordPress websites every month. 

WordPress powers most of the internet as one of the most flexible and easy-to-use platforms around. The biggest decision most users need to make is between WordPress.com and WordPress.org. 

You can create a blog for free at WordPress.com, and the company will host your site for you. However, you have to use a subdomain (rather than your own domain) with the free version. You’ll also lose control of your ads with the free package until you upgrade to a premium plan. 

A personal plan on WordPress.com starts at about $4 per month, and it removes all ads from your site. The more functionality you need, the more you’ll need to upgrade. WordPress.com is very easy to use and requires minimal initial setup, but it’s not very scalable. There are no custom themes, and you don’t technically “own” your blog this way. 

WordPress.org is a different story. With WordPress.org, you’re accessing an open-source blogging platform that allows you to build your site from scratch. You do need to purchase your own domain name and hosting with this service, but the software is free to use. 

WordPress.org is a lot more appealing to most bloggers because it’s so customizable. Features include:

  • Free and premium themes that you can customize to suit your brand;
  • Thousands of plugins to help with security, SEO, subscriptions, and more;
  • Gutenberg block editors to make creating and publishing blogs easy;
  • Tons of SEO friendly solutions to help you stand out online;
  • Access to a huge community of experts;
  • Infinite control over your design options;
  • Advanced user permissions and roles.

Pricing: WordPress.org is different from most blogging platforms because the foundation technology is free. You just pay for the a-la-carte options, like plugins, hosting, and domain name subscriptions. This means you can choose how expensive your site is going to be.

Pros:

  • Extremely easy to use with lots of community support available;
  • Free platform (though you do need to pay for the domain and hosting);
  • Lots of customization and plugin options to expand site functionality;
  • Search engine friendly as-standard, to help you grow;
  • Plenty of ways to make your brand stand out.

Cons:

  • It can be difficult to control your own website at first;
  • You have to manage your own backup and security;
  • Extra costs can quickly build up.

Squarespace

Squarespace is one of the more popular website design and blogging tools for people with a creative streak. Unlike WordPress.org, Squarespace gives you everything you need to build your own website straight out of the box. This includes hosting, the option to purchase your own domain name, and access to a range of beautiful templates. 

Squarespace stands out for its focus on small business owners. You can choose from a range of stunning designs and customize them however you choose with a convenient drag-and-drop builder. There’s also a fantastic customer service experience available from Squarespace, with a team that’s ready to help you with anything you need. 

Like many other hosted blogging platforms, you start on Squarespace by choosing the templates you like and customizing from there. There are some limitations in what you can do here, particularly if you have a lot of coding knowledge, making Squarespace less appealing to growing companies or larger brands. On the plus side, you do get features like:

  • Dedicated blogging templates to get you started;
  • Categories, tags, and featured post options;
  • Built-in scheduling for your blog posts;
  • Contributor roles and permissions;
  • Analytics to track your readers’ favorite posts;
  • Email marketing tools;
  • Social media and SEO solutions built-in;
  • Mobile app access.

Pricing: Compared to some of the other leading blogging solutions on the market, Squarespace is also quite affordable. The personal package at $12 per month will power a website with a stunning blog. You can also upgrade to the Business version for $18 per month, or if you decide to start selling your own products through your blog, you can transition to “Basic Commerce” at $26 per month.

Pros:

  • Squarespace is easy to use for beginners;
  • Fantastic range of stunning templates included;
  • SEO, email marketing, and social media marketing included;
  • SSL and HTTPS support;
  • Access to eCommerce features on some plans;
  • Useful analytics tools.

Cons:

  • Not very scalable for bigger brands;
  • Limited in terms of integrations and customization.

Medium

Medium is a different kind of blogging platform to many of the options mentioned here. This isn’t a tool you can use to build your own websites, like Wix or Squarespace. Instead, it’s a community you join with a monthly membership fee. 

Medium comes with a built-in audience, so you can immediately start speaking to customers and generating results from your content. As mentioned above, there’s also a Partner Program, which is free to join. The Partner Program allows you to earn money if people are reading your blogs regularly. 

For companies or individuals who just want to generate brand awareness but don’t want to invest in an entire blog-ready website yet, Medium can be a powerful choice. You can easily share posts and view what other people are posting. The biggest downside is that you can’t build an entire community and earn a fortune through your website with Medium. 

Medium is more like a social networking site, where you can begin to develop thought leadership than a true space to carve out your piece of the online world. But it does feature things like:

  • An easy-to-use environment for publishing content;
  • Analytics and insights into your campaigns;
  • Some design customization for your blog layout;
  • Access to a pre-existing audience of readers;
  • Support for monetization in the Partner program;
  • Access to picture uploading options;
  • Mobile-responsive blog posts.

Pricing: You don’t have to be a paid member of Medium to sign up for the partner program and start publishing blogs. This does make it a pretty good way to enhance your existing blogging strategy if you’re trying to generate more attention online. 

Pros:

  • Free to use for Partners and creators;
  • Excellent for appealing to already-engaged customers;
  • Easy to use, with no coding required;
  • No requirement to create a website or pay for hosting;
  • Communicate with a team of like-minded people.

Cons:

  • Limited customization options;
  • No ownership over your audience or readership;
  • Limitations to how you can make money (no ads).

LinkedIn

LinkedIn is among the most popular platforms for professionals in the world. It’s the go-to place for people in search of reliable ways to develop their professional network. Currently, there are around 756 million members on LinkedIn. When they’re not searching for connections with their peers or chatting about work opportunities, they’re checking out the content on the platform. 

If you’re keen to develop your position as a thought leader but prefer social media accounts to full websites, LinkedIn is the perfect choice. The more you publish on LinkedIn, the more you’ll attract new people who might want to work with you, invest in your company, or just work as part of your team. 

LinkedIn is a great place to generate attention if you’re in the B2B marketplace because most professionals already have their own account. You can also earn social proof by getting people to “endorse” your work. Some of the features of LinkedIn for bloggers include:

  • Private messaging for interactions with connections;
  • Notifications to help you keep track of valuable content;
  • A full profile posting section where you can publish your blogs;
  • A convenient network of active B2B professionals;
  • Endorsements for social proof;
  • A resume and blogging platform in one (you can list your skills);
  • Job searching and employee searching features.

Pricing: It’s free to access a basic membership with LinkedIn, but you will be limited on some of the features you can unlock. For instance, you can only send messages to people already in your network, and you’ll have limited analytics. LinkedIn Premium gives you slightly more functionality, with Business accounts starting at around $29.95 per month. 

Pros: 

  • Tons of people ready to read your blogs;
  • Great for building your professional network;
  • Good environment for thought leadership;
  • Access to extra tools like job listings;
  • Notifications to keep you on top of relevant posts;
  • Engagement options like private messaging;
  • Reports and insights.

Cons: 

  • No access to full website branding;
  • Limits to how you can monetize your content;
  • You don’t own the site or your traffic.

Wix

Easily one of the most popular website building solutions for beginners, Wix can help you build both a blog and a fully-featured website. You can even design your own store with Wix and start selling products whenever you choose. 

Wix is a straightforward site builder which you can use to build a site in a matter of minutes. There are hundreds of website themes to choose from, and you can also add as many customizations as you choose with the convenient drag-and-drop editor. The blog manager section of the CMS is also simple and intuitive, with SEO and analytics built in already. 

Wix aims to make jumping into blogging as quick and painless as possible. Elements like comments, social tools, hashtags, and subscriber forms are already available, and you can add further plugins if you choose. There’s also the option to include sharing buttons for social media accounts like Twitter, Facebook, and more. Features of Wix include:

  • An extensive range of blog templates;
  • Drag-and-drop customization (no coding required);
  • Subscriber forms, comments, likes, and categories;
  • Social media connections;
  • Extra features like store access;
  • Analytics and insights;
  • Quick and easy blogging interface.

Pricing: 

The most basic features of the Wix website builder are free to use. With a free Wix account, you’ll get a subdomain where you can’t choose the name of your own website, unfortunately. However, you can add a custom domain for only $4.50 per month. If you want a full premium plan with Wix, costs start at $8.50 per month and extend to $24.50 per month.

Pros:

  • Lots of pre-built blogging themes;
  • Easy customization options with no coding skills required;
  • Quick and easy to load and publish blogs;
  • Connections with social media platforms;
  • Access to various third-party apps and integrations;
  • Free option for beginners.

Cons:

  • Some limitations to the free account;
  • Ecommerce features are limited to paid plans;
  • Not as scalable for bigger companies.

Ghost

Lesser known than some of the options we’ve discussed so far but still brimming with value, Ghost is a minimalist blogging platform that’s all about content creation. Ghost promises a range of ways for you to turn your blogging into a business, with access to customizable templates, newsletter integrations, premium subscriptions, and more. 

The dashboard for Ghost is clean and intuitive, with access to simple sections where you can add tags to your posts, create drafts, track published content, and access valuable insights. You’ll have an easy view of important metrics like email open rates and numbers of paid members at a glance. You can also find integrations to make your Ghost experience even better. 

Ghost works alongside things like Buffer, Stripe, Twitter, Slack, MailChimp, and many other tools so you can take your blog to the next level. There’s no need for any coding knowledge, and because everything is written in JavaScript, it’s ultra-fast too. Features include:

  • Easy-to-use and intuitive interface;
  • Blogging and writing focused;
  • Clean and clutter-free design;
  • Integrations with various powerful tools;
  • Super-fast JavaScript coding;
  • Lots of templates and customizations;
  • Comment, mobile apps, A/B testing, and more;
  • Analytics and reporting.

Pricing: There’s a 14-day free trial to get you started with Ghost, then subscriptions start at $9 per month when billed annually for up to 1,000 members, 1 staff user, 2k views per month, and an SSL and CDN. The same plan is $15 per month billed monthly. Prices go all the way up to $199 per month billed annually, or $249 per month for 1 million views per month, 35,000 members, 15 staff users, and a 99.99% uptime SLA. 

Pros: 

  • Focus on writing and blogging;
  • Clutter-free and clean backend environment;
  • Easy to use and speedy performance;
  • Lots of packages to choose from;
  • Great integration options.

Cons:

  • Some limitations in scalability;
  • Complicated setup when installed;
  • Not a huge number of themes.

Choosing Your Blogging Platform

Whether you’re blogging because you want to build your personal brand or you’re looking for a way to strengthen sales opportunities for your company, you’re going to need the right blogging platform. The options above are just some of the best blogging solutions available right now. 

Remember, do your research and explore the free versions available whenever possible, so you can confidently invest in the software that’s best for you.

 

Featured image via Unsplash.

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7 UX Principles to Apply to Your SEO

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User experience is one of the most important aspects of web design, but many experts overlook that UX doesn’t just apply to web pages. User experience as a concept encompasses all aspects of end-user interaction with a company.

That means you need to discover the right UX strategies for everything from your homepage to your email marketing and even your listings on Google.

Today, we’re going to explore some of how you can apply UX principles to your client’s image on search engines.

Why Your Search Engine Listing Matters

Let’s start with the basics: 89% of customers start their purchasing process with a search engine. That means that whether you’re creating a portfolio to sell your services or building a website for a client, the first connection a customer has with your design isn’t on the homepage.

Most of the time, you’re driving a specific experience for an end-user before you even realize it. Before you can wow an audience with a beautiful site design or an amazing CTA offer, you need to convince them to click on your Google link.

When you invest in user experience, you think carefully about the journey that an end-user goes through when interacting with a brand. This often means considering things like the user’s intent, their needs, and their pain points.

Those same principles apply to create an impressive search engine listing.

UX on a website is all about giving your audience what they need in an informed, and strategic manner; UX in the search engine results works the same way.

How to Make Your Search Listing Stand Out with UX

So, how do you begin to apply the principles of UX to your Google Search results?

It’s much easier than you’d think.

Step 1: Show Immediate Value

Delivering an excellent experience on a website often means providing end-users with the information they need as quickly as possible. Imagine designing a landing page; you wouldn’t want your audience to scroll forever to find what they need. Instead, you’d make sure that the value of the page was immediately obvious.

When creating an image for your search engine listing, you’ll need to take the same approach. This often means thinking carefully about two things: your headline and your meta description.

Around 8 out of 10 users say that they’ll click a title if it’s compelling. That means that before you do anything else to improve your SEO strategy, you need to make sure that your web page’s title is going to grab your audience’s attention.

The best titles deliver instant value. These titles tell the audience exactly what they’re going to get when they click onto the page. The promise drives action, while clarity highlights the informed nature of the brand.

The great thing about using an excellent title for a page is that it doesn’t matter where you’re ranked on the search results. Whether you’re number 2 or number 5, your customers will click if they find something they want.

It’s just like using a CTA on a landing page. Make sure your titles are:

  • Informative — show your audience value immediately;
  • Optimized for mobile — remember, your audience might not see your full title on some screens; this means that you need to make the initial words count;
  • Easy to read — keep it short, simple, and clear, speak the end-users’ language.

Step 2: Build Trust with Your URLs

Trust factors are another essential part of good UX.

When you’re designing a website for a new brand, you know that it’s your job to make visitors feel at ease. Even in today’s digital world, many customers won’t feel comfortable giving their money or details to a new company.

Within the website that you design, you can implement trust symbols, reviews, and testimonials to enhance brand credibility. On search engines, it all starts with your URL.

Search-friendly URLs that highlight the nature of the page will put your audience’s mind at ease. When they click on a page about “What is SEO” in the SERPs, they want to see an URL that matches, not a bunch of numbers and symbols

Use search-friendly permalink structures to make your listing seem more authoritative. This will increase the chances of your customer clicking through to a page and make them more likely to share the link with friends.

Once you decide on a link structure, make sure that it stays consistent throughout the entire site. If a link doesn’t appear to match the rest of the URLs that your audience sees for your website, they may think they’re on the wrong page. That increases your bounce rate.

Step 3: Be Informative with Your Meta Description

To deliver excellent UX on a website, you ensure that your visitor can find all of the answers to their most pressing questions as quickly as possible. This includes providing the right information on each page and using the correct navigational structure to support a visitor’s journey.

In the SERPs, you can deliver that same informative experience with a meta description. Although meta descriptions often get ignored, they can provide a lot of value and help you or your client make the right first impression.

To master your meta descriptions:

  • Use the full 160 characters — make the most of your meta description by providing as much useful information as you can within that small space;
  • Include a CTA — just as CTAs help to guide customers through the pages on a website, they can assist with pulling in clicks on the SERPS; a call to action like “read about the” or “click here” makes sense when you’re boosting your search image;
  • Focus on value — concentrate on providing your customers with an insight into what’s in it for them if they click on your listing.

Don’t forget that adding keywords to your meta description is often helpful too. Keywords will boost your chances of a higher ranking, but they’ll also show your audience that they’re looking at the right result.

Step 4: Draw the Eye with Rich Snippets

You’ve probably noticed that the search engine result pages have changed quite a bit in the last couple of years. As Google strives to make results more relevant and informative, we’ve seen the rise of things like rich snippets. Rich snippets are excellent for telling your audience where to look.

On a website, you would use design elements, like contrasting colors and animation, to pull your audience’s attention to a specific space. On search engines, rich snippets can drive the same outcomes. The difference is that instead of telling a visitor what to do next on a page, you’re telling them to click on your site, not a competitor’s.

When Google introduced rich snippets, it wanted to provide administrators with a way of showcasing their best content. Rich snippets are most commonly used today on product pages and contact pages because they can show off reviews.

Install a rich snippet plugin into your site if you’re a WordPress user or your client is. When you enter the content that you need into the website, use the drop-down menu in your Rich snippet tool to configure the snippet.

Ideally, you’ll want to aim for the full, rich snippet if you want to stand out at the top of the search results. Most featured snippets have both text and an image. It would help if you aimed to access both of these by writing great content and combining it with a relevant image.

Step 5: Provide Diversity (Take Up More of the Results)

As a website designer or developer, you’ll know that different people on a website will often be drawn to different things. Some of your visitors might immediately see a set of bullet-points and use them to search for the answer to their question. Other visitors will want pictures or videos to guide them. So, how do you deliver that kind of diversity in the SERPS?

The easiest option is to aim to take up more of the search result pages. Google now delivers a bunch of different ways for customers to get the answers they crave. When you search for “How to use Google my Business” on Google, you’ll see links to blogs, as well as a list of YouTube Videos and the “People Also Ask” section.

Making sure that you or a client has different content ranking pieces for the same keywords can significantly improve the experience any customer has on the search engines. Often, the process of spreading your image out across the SERPs is as simple as creating some different kinds of content.

To access the video’s benefits, ask your client to create YouTube videos for some of their most commonly asked questions or most covered topics. If you’re helping with SEO marketing for your client, then make sure they have an FAQ page or a way of answering questions quickly and concisely on articles, so they’re more likely to appear in “People Also Ask”:

Step 6: Add Authority with Google My Business

Speaking of Google My Business, that’s another excellent tool that’s perfect for improving UX in the search results. GMB is a free tool provided by Google. It allows business owners to manage how information appears in the search results.

With this service, you can manage a company’s position on Google maps, the Knowledge Graph, and online reviews. Establishing a company’s location is one of the most important things you can do to help audiences quickly find a business. Remember, half of the customers that do a local search on a smartphone end up visiting the store within the same day.

Start by setting up the Google Business listing for yourself or your client. All you need to do is hit the “Start Now” button and fill out every relevant field offered by Google. The more information you can add to Google My Business, the more your listing will stand out. Make sure you:

  • Choose a category for a business, like “Grocery store”;
  • Load up high-quality and high-resolution images;
  • Ensure your information matches on every platform;
  • Use a local number for contact;
  • Encourage reviews to give your listing a five-star rating.

Taking advantage of a Google My Business listing will ensure that your audience has all the information they need to make an informed decision about your company before they click through to the site. This means that you or your client get more warm leads and fewer people stumbling onto your website that might not want to buy from you.

Step 7: Use Structured Data Markup to Answer Questions

If you’re already using things like rich snippets in your Google listings, you should also have a structured schema markup plan. Schema markup on Google tells the search engines what your data means. This means that you can add extra information to your listings that will guide your customers more accurately to the support they need.

Providing additional schema markup information to your listings gives them an extra finishing touch to ensure that they stand out from the competition. You might add something like a “product price” to a product page or information about the product’s availability.

Alternatively, you could provide the people who see a search result with other options. This could be an excellent option if you’re concerned that some of the people who might come across your listing might need slightly different information. For instance, you can ask Google to list other pages along with your search results that customers can “jump to” if they need additional insights.

Baking structured data into your design process when you’re working on a website does several positive things. It makes the search engine’s job easier so that you can ensure that you or your client ranks higher. Additionally, it means that your web listings will be more thorough and useful.

Since UX is all about giving your audience the best possible experience with a brand, that starts with making sure they get the information they need in the search results.

Constantly Improve and Experiment

Remember, as you begin to embed UX elements into your search engine listings, it’s important to be aware of relevant evolutions. Ultimately, the needs of any audience can change very rapidly. Paying attention to your customers and what kind of links they click on the most will provide you with lots of valuable data. You can use things like Google analytics to A/B test things like titles, pictures, featured snippets, and other things that may affect UX.

At the same time, it’s worth noting that the Google search algorithms are always changing. Running split tests on different pages will give you an insight into what your customers want. However, you’ll need to keep an eye on the latest documentation about Google Search if you want to avoid falling behind the competition.

Like most exceptional UX aspects, mastering your SERP position isn’t a set it and forget it strategy. You’ll need to constantly expand your knowledge if you want to show clients that you can combine UX and SEO effectively.

It’s easy to forget that there’s more to UX than making your buttons clickable on mobile devices or ensuring that scrolling feels smooth. For a designer or developer to deliver wonderful UX for a brand, they need to consider every interaction that a company and customer have. Most of the time, this means starting with the way a website appears when it’s listed on the search engines. Getting your SEO listing right doesn’t just boost your chances of a good ranking. This strategy also improves your reputation with your audience and delivers more meaningful moments in the buyer journey.

 

Featured image via Unsplash.

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How to Prioritize Speed with a Mobile-First Design

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By the end of the year, the number of global smartphone users is expected to reach 3.5 billion. That’s a significant 9.3% increase over the last 12 months.

In a world where everyone is constantly connected to their mobile devices, it makes sense that web developers and designers would need to consider new rules for how they create engaging experiences. After all, most of us find browsing from our smartphones to be much more convenient than sitting down at a laptop each day.

With a little luck, you’re already taking steps to mobile optimize your website but standards are changing all the time. To make sure your website is up to scratch, here’s your guide to prioritizing your site for mobile, ready for the new year.

Understanding Mobile-First Design

The first step in updating your web design and development principles, is understanding the concept of mobile first design, and how it’s changed.

With a responsive website, you create something that adjusts to the screen size of any device; with a mobile-first site, you’re focusing first-and-foremost on the user experience that people get when they’re on mobile, taking that as your starting point, and building from there. Instead of building your website for the desktop and using mobile as an afterthought, you start with a consideration of mobile.

Even Google is highlighting the demand for this process lately, with the mobile-first indexing algorithm. If you can’t design for mobile-first, then you could risk your clients being unable to rise up the search engine ranks.

So, how do you get started?

1. Start With the Right Tools

Web developers and designers are nothing without a great toolkit.

The good news is that there are solutions out there that can help you to master the right skills for a mobile-focused user experience. For instance, Skeleton is excellent for small-scale projects that require fluid grids and minimal compiling.

Alternatively, Bootstrap can offer a one-size-fits-all solution for the front-end development for mobile devices. There’s a default grid system available, plenty of components, and JavaScript plugins to work with.

With the right tools, you can minimize and prioritize the content that’s most valuable for your website projects. This is crucial for maximizing website speed and creating clarity when it comes to content and imagery.

For instance, check out the ESPN website; it’s split into very easy-to-follow categories of content that are perfect for scrolling on a smartphone. The grid of videos makes it feel like you’re using a tool like YouTube.

2. Prioritize Mobile-First Elements

Once you have the right tools to assist you, it’s time to begin building your mobile-first website from the ground up. Rather than jumping straight into considerations of the latest design trends, it’s important to start with the foundations.

For instance, navigation within a mobile page is usually hidden under a hamburger button. However, you can take this concept to the next level too. For example, the Shojin mobile website only demonstrates the most important website options within the navigation bar to avoid overwhelming users.

The key here is to keep things as simple as possible, without restricting what your audience can do when they visit your website. Although you want to keep the number of interactive elements on your site small, you also need to ensure that those elements are easy to find and use.

All buttons and CTAs should be clear and tappable. Fonts need to be large enough to read from any screen, and your navigation system needs to be 100% simple, without slowing anything down.

On average, we recommend making all clickable elements at least 48 pixels in height.

3. Use Responsive Imagery and SVGs

Images are a crucial part of any website. They add context and appeal to your design. However, they can also seriously slow down your website if you’re not careful.

Remember, different devices have different demands when it comes to imagery. A desktop page may need a 1200px wide image, while a mobile-only needs the image to be 400px wide at most. The old way of making your images work was to load a large resolution image and use the same file on every platform. Unfortunately, this slows downloading time significantly.

Instead, it’s better to have at least two different versions of the same image for your mobile and desktop solutions. You can also consider SVG.

SVGs are incredibly scalable – more so than bitmaps. With SVG, you can ensure any icon or graphic continues to look sharp and clickable across all devices. Because these files are often smaller, your site loads quicker too! Hubspot is great at using SVGs.

Intricate illustrations are a massive component of HubSpot’s brand. If those images were saved as PNGs or other alternative files, then they would take forever to load. Because they’re all SVGs, you can enjoy the same consistent experience across desktop and mobile.

4. Get the Typography Right

It’s not just the big graphics and images that make a huge difference to your website when it comes to mobile-first design. You also need to think about the legibility and clarity of your website across all devices and platforms. If people can’t read the value proposition of the company that you’re designing for, you’re going to have a major problem.

Focus on making your content as easy to read as possible. Look into the typefaces that seem most appealing on a range of devices.

Remember to balance the body and heading font sizes for the device size too. You’ll need to ensure that the experience feels consistent and smooth as your users scroll through each page. Just take a look at the mobile version of the IMPACT website, for instance.

The headings aren’t as huge as they are on the desktop version of the website, and they’re displayed below, rather than above the featured image. However, this helps to give a more immediately eye-catching and structured experience to mobile users.

There’s even a handy “Search Engine Optimization” tag included, that users can click on if they want to find more related articles.

When it comes to typography, remember that it’s not just size and clarity that matter, but how things are structured throughout your website too. Your type should naturally guide your visitors along the page.

5. Master Available Device Features

Finally, on smartphones, you can accomplish a range of amazing things that you might not be able to do when using a desktop device. Your users can make calls, open apps, send messages, and more, all from within their mobile browser. They can also move their smartphone around a room, taking advantage of concepts like AR and VR.

Taking advantage of the unique capabilities that smartphone design can offer gives you a chance to get unique with your user experience.

Making the most of the mobile experience can be much simpler than you’d think. For instance, on a desktop site, you could list your phone number on a contact page. On a mobile site, the number can begin a call when clicked. You can also take the same approach with email addresses, and social media icons too.

Depending on how experimental you feel, there’s also plenty of opportunities to go above and beyond with your mobile features. You may decide to create a mobile app version of a website that your customers can download onto their phones.

Alternatively, you can look into things like AR technology. This could allow your users to practice placing items of furniture that they may be thinking of buying from an online retailer into their house, so they can see how well they work with their other interior design choices.

Making the Most of Mobile-First Design

Ultimately, having a responsive website that works on both mobile and desktop devices is mandatory in the modern world. However, going above and beyond with mobile-first design is a great way to get ahead of the game.

If you can focus on building a website that puts the experiences of mobile users first, then you can create something that’s much more likely to grab audience attention and deliver amazing experiences.

If nothing else, showing your clients that you have what it takes to design for mobile is an excellent way to ensure that you can gain as many new project opportunities as possible.

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How to Make Hyper-Personalization in Web Design Work For You

Personalization; it’s probably one of the most important design trends to emerge in recent years.

As consumers in all industries become more demanding, they’re increasingly searching for online experiences that are customized to suit their individual needs and expectations.

Today, personalization exists in virtually every digital interaction, from adverts on social media to PPC campaigns and email marketing efforts.

Used correctly, the manipulation of demographic, behavioral, and other in-depth user-data can help designers to create dynamic, highly customized content for each website user. At the same time, these unique websites ensure that designers really make an impact on behalf of their clients, outshining the competition and driving amazing results.

What is Hyper-Personalization?

Basic personalization in web design involves making changes to a design based on what you know about your client’s target audience.

For instance, if you knew that you were designing for an audience that spends more time on their smartphone than their computer, you’d concentrate on building hyper-responsive experiences for small screens. For instance, the Canals-Amsterdam.nl website is specifically designed to support people using smartphones to swipe, tap, and scroll.

If you’re aware that your customer’s target market is other businesses, you might put more testimonials, free demo CTAs and other enticing components on the website to encourage investment.

Hyper-Personalization is an emerging trend for 2020 that focuses on going beyond the basic understanding of a target audience, to look at genuine customer data. Hyper-personalization is all about leveraging in-depth omnichannel data to drive more advanced customer experiences on every page of a website.

For hyper-personalization to be genuinely effective, designers need access to virtually unlimited data, from CMS systems, sales teams, marketing experts, and more. When you have that data handy, you can use it to:

  • Design websites that showcase dynamic CTAs, featuring content relevant to each user;
  • Implement sign-in screens for customers vs. demo requests for new leads on home pages;
  • Showcase products similar to past pages when repeat customers return to a site.

Why is Hyper-Personalization Important?

Personalized experiences have always been important to the sales journey.

However, in an era where companies are constantly competing to grab user attention, you can’t just cater to your site designs to a group of people anymore. Increasingly, users are expecting specific interactive moments on websites, made just for them.

Amazon is an obvious example to consider here. As one of the world’s leading online shopping sites, Amazon’s efforts with website personalization are incredible. The Amazon website uses tools integrated into the back-end of the marketplace to watch everything a customer does on its platform.

As users browse through the website, the site jots down each category that you look at, and which items interest you. Thanks to this, Amazon can suggest which products you may be most interested in.

Websites like Madebyhusk also offer an incredible insight into hyper-personalization, allowing users to browse for the products that appeal to them based on in-depth filters like edging and color.

The result is a higher chance of conversion.

When customers feel as though they have complete control over their buyer journey, and that each step on that journey is tailored to them, they’re more likely to buy.

Better Converting CTAs

A call to action is an excellent way to move things along when you’re encouraging the buying process with your target audience.

Used correctly, your CTAs can encourage more than just cart conversions. They can also convince people to sign up for your newsletter via a subscription form, take a survey, or begin a free demo.

Regardless of the CTAs that you choose to implement, personalization will quickly make your requests more effective. According to studies, CTAs that are personalized are 202% more effective than generic alternatives.

For instance, Byhumankind.com uses a crucial statement: “Great personal care products don’t have to come at earth’s expense.” Followed by an engaging CTA to drive positive action from their audience. The company knows that they’re appealing to a customer interested in saving the planet, so they make the benefits of “Getting Started” obvious immediately.

Using data provided by clients, designers can figure out exactly how to position CTAs and offers for customers. For instance, notice that Humankind has a green colored CTA button.

Most buttons take advantage of bold colors like red and orange, but the green shade for Humankind further highlights the nature-driven personality of the brand.

Relevant Product Recommendations

Repeat customers are infinitely more valuable than people who purchase just one item from your site.

However, convincing a standard customer to become a repeat client isn’t easy. Sometimes, clients need a push to determine what they want to buy next.

Fortunately, as a website designer, you can help with that. Using dynamic modules in the product pages of your customer’s website, you can show individual end-users what they might want to purchase next from a specific brand.

These dynamic modules can use information about what each customer has purchased in the past, to suggest a new product or service. Amazon do particularly well in this regard, leveraging a vast marketplace and treasure trove of information to make quality recommendations. But you don’t need to be designing a considerable website for a global business like Amazon to take advantage of dynamic suggestions. Any business with a focus on hyper-personalization can benefit from this strategy.

Increased Time on Site

Any form of personalization on a website can significantly improve the amount of time a customer spends in that digital environment.

Imagine walking into a restaurant that seems as though it was designed specifically for you. The décor, the seating arrangements, and even the menu are customized to your taste. You’re more likely to spend your time and money there than on any generic food place you find on the street.

The same rules apply to website design. The more hyper-personalized you can get with your client’s design, based on what you know about their customers, the easier it will be to keep customers engaged.

For instance, the WarnerMusic.no website entices visitors with various high-quality images of popular bands and artists, before providing them with endless information about the brand and what it does. The designer of this site knew that it needed to appeal to the visual demands of the audience first, before offering useful information like featured artist lists, News, and blog posts to keep the users on site.

Hyper personalization is all about figuring out what kind of end-user you’re designing for, so you can build the digital environment that’s more engaging and compelling to them. Some designers even create dynamic pages that change depending on whether a customer is a repeat client or a new visitor.

Improved Loyalty and Affinity

Finally, it’s human nature that we all want to spend time with the people that treat us best.

We all value excellent customer service, which is why customer experience is the most significant differentiating factor for any organization today.

Web-based personalization works in a similar way. When you use your design tools to make the site experience that you give to each visitor warm, individualized, and welcoming, then your clients are sure to see a boost in customer loyalty.

Around 89% of consumers say that they’ll only consider buying from brands that care about them. As a designer, you can convince every website visitor that they’re going to get the experience they deserve. Just look at how TheHappyHero.com instantly lets clients know that they can expect a fun and friendly interaction on every page.

Accessing useful data from the companies that you’re working with before you begin developing and designing a website could be the key to creating happier customers and higher conversions.

The more delighted end-users are with the experience that a website gives them, the happier that your client will be with you – increasing the impact of your design portfolio.

If you can create customer loyalty and affinity for your client, then you will be able to develop the same feelings between yourself and your client. This could mean that you earn more recommendations as a designer and build your position as a leader in the industry.

Hyper-Personalization is Crucial for 2021

As companies continue to worry about how they can safely use data without crossing the line when it comes to customer privacy, hyper-personalization has stayed just out of the mainstream. While it may be a while before we see every website designer starting their process with piles of in-depth data, it seems that we are heading in that direction.

Customers in 2021 and beyond will undoubtedly want a more advanced and customized experience from the brands that they interact with – particularly in an era where it’s becoming much easier to deliver meaningful moments online.

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How to Design a Contact Page That Drives Engagement

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How can your customer reach you? If a client arrives on your website after searching on Google, what can they do to take the next step in a relationship with your brand, without buying anything?

One of the primary aims of any website is to drive conversions. However, it usually takes between 5 and 8 touchpoints to generate a viable sales lead. People don’t want to convert straight away.

Since building a relationship with customers is crucial to success, it makes sense that the contact page would be an essential part of driving results. Unfortunately, a lot of website owners pay virtually no attention to that page. They ask their designer to create a page with their address and phone number on – and that’s it.

What many business owners don’t realize, is that the contact page is the door to deeper, more lucrative relationships with potential prospects. The design of this essential website element needs to be fantastic to drive results.

So, where do you start?

Defining a Well-Designed Contact Page

Let’s start with the basics, what makes a great contact page?

The complete answer to that question depends on the target audience. Some customers will want to see fun and friendly contact pages, complete with social media sharing buttons. Others will want to see a map that shows them exactly how to reach an office or business.

There are a few golden rules to keep in mind, of course. Contact pages should be:

  • Easy to find: Don’t hide the link to the contact page on the website footer. Make it easy for customers to find out how they can get in touch.
  • Simple: Don’t put too much content on this page or it will overwhelm your audience. Just let them know where they can go to get answers to various questions.
  • Professional: Even if you have a friendly brand personality, your contact form still needs to be grammatically correct and well-designed to show a professional edge.
  • Convenient: Make your phone number clickable so customers can use it on Skype. The same can apply for your email address. Provide easy access to social media profiles, and if you have a contact form – keep it short and sweet.
  • Informative: Include all of your contact information in the same place. This may include your address, a map to your location, social media pages, email addresses, and even forums.
  • Accurate: Ensure that the information on your contact page matches the information listed elsewhere. Check directories and Google my Business listings to be sure.
  • Attractive: Yes, a contact page needs to look good too. Plenty of white space will make essential information stand out. A good layout will guide the eye through the page.
  • Consistent: Make sure the contact form on your website matches the brand personality that appears on all of your other pages.

Take a look at the Tune Contact page:

It’s beautifully laid out, with clear information that’s easy to read. The company shows exactly why customers might want to get in touch and how they can reach out. As you scroll through the page, you’ll find additional office locations, email addresses for different teams (sales and support), and links to social media accounts too.

How to Drive Engagement on a Contact Us Page

A good contact page needs to look fantastic, showcase the company’s personality, and capture audience attention. However, there’s a big difference between a contact page that gets the job done, and one that convinces your audience they have to connect with you.

Here are some excellent ways to make your contact us page stand out.

Step 1: Using Color Correctly

Color and color psychology have a massive impact on user experience.

Studies constantly demonstrate the conversion powers of having the right shades on certain pages throughout your website. For instance, changing a CTA button from red to green can increase click-through rates by 27%.

However, every audience is different. The colors that drive engagement on a contact page for your company will depend on your target customer. A/B testing color palettes that match your brand personality is a good way to get started.

One interesting example of colors that make the right impact on a Contact Us page comes from Hubspot. Here, the brand maintains it’s brand color (orange), but it also introduces some new shades that convey trustworthiness and professionalism.

Blue is the most calming and credible color for any brand, The gradient that Hubspot uses here blends perfectly with its brand identity, allowing for a stunning contact page, with CTA buttons that still stand out.

Experiment with colors that can generate the right emotional response from your audience, but don’t ignore the golden rules of color in web design. You still need to showcase your brand identity, and you still need a way of making crucial information stand out.

Step 2: Humanizing the Customer Service Team

Some of the customers that arrive at a contact page are interested in your product or inspired by the potential of your service. Other customers will be looking for assistance because they’re frustrated with something or stressed out.

If you’ve ever had a problem with a product and wanted to reach out to the brand about it, you’ve probably noticed how annoying it is to find a blank contact page with nothing but an email address. The lack of effort and humanity in the contact page is enough to convince you that you probably won’t get a response.

But what if you add some happy smiling faces to the page?

Research indicates that brains are fine-tuned to recognize and appreciate human faces. Having a picture of your customer service team, or just any human being on your contact page makes you instantly more approachable. Your customers start to feel like they’re reaching out to a person – not an empty website.

Look at how engaging and personalized this contact page from Amber McCue looks:

Although you can show any human face on your contact page and potentially get results, showing your actual agents will be more likely to drive positive results. It’s a great way to showcase the authenticity and humanity of your team.

Step 3: Making it Easy to Find

A surprisingly large amount of the time, companies shove their contact information into the footer of their website, forcing customers to spend forever looking for them. However, your audience might not want to spend an age searching for your details if they’re in a hurry to get answers.

Stowing a contact page in a footer is also a problem for those visiting your website via mobile, as they might not be able to see all your footer details and links as well.

A Contact Us page doesn’t have to be a massive part of your website navigation if you don’t want it to be. However, it should be one of the first things your audience can see. Putting the information on the header of your website, or even sticking it to the top of the page as your users scroll is very helpful.

Zendesk makes it easy for customers to get in touch in multiple ways. First, the Contact section of the website is clear at the top of the page. Secondly, if you start scrolling through the Zendesk website, a “Get Help” button pops up, so you don’t have to scroll back to find assistance:

Remember, aside from making sure that your contact page appears in the right part of your website, it’s also worth ensuring that it’s easy to understand. Don’t use unusual terms like “Chat”, or “Chill with us”. Stick to tried-and-true options like Help, Contact, or Support.

Step 4: Making the Experience Relevant

There’s a reason why it’s practically impossible to find a one-size-fits-all contact page.

It’s because different customers need different things from your brand.

Some customers will be looking for the answer to a question; others will want to discuss something with your sales team. That’s why many companies are using adaptive contact pages that can change to suit the situation.

For instance, you may start by asking customers what they need help with. Zapier takes this approach with its Contact page:

By asking the client what they need straight away, Zapier can make sure that the visitor finds the right information, and the right number or email address for the appropriate agent. You can even scroll down the help page and look for something in the available help centre, using the search bar. Or you can click on View our experts to hire a Zapier pro.

Creating a dynamic and customized experience like this does a few things. First, it ensures that the customer will reach the right person to help them first-time around. This reduces the number of inappropriate calls your employees have to deal with, and the number of transfers.

Secondly, you deliver a better experience overall for your client, because they don’t have to repeat their issue to multiple people or start a massive email thread. They get the support they need immediately.

Dynamic contact pages can even save you some money and time. If clients decide to solve an issue themselves, using your resources, that’s great for your busy agents.

Step 5: Direct People to the Right Place

The central focus of your contact us page needs to be the available contact options. Centralizing the contact options on a page is an excellent way to make sure that they get the right amount of attention. Centralizing also means that your customers can spend less time searching for the contact details that they need, which is great for usability.

The Melonfree.com website uses a contact us form that’s centralized to immediately pull attention to the customer’s options for getting help.

Centralization isn’t the only way of using design principles to guide visitors on a contact page. According to Ray Hyman and Edmund Hick, increasing the number of choices on a page often increases the time it takes for people to make a decision.

When it comes to connecting with a brand, the right option for each customer will depend on the person and the situation they’re trying to overcome. For instance, a customer that needs to reset their password will probably be able to get the solution they need from an FAQ page.

On the other hand, someone who needs help using a new feature might need the guidance of a professional. To help guide customers to the right solution, Basecamp gives customers a variety of steps to follow to get the right solution fast.

The main purpose of the contact page is to help customers get the right answer with an informative form. However, there are unobtrusive alternative options available too. If all you’re looking for is a way to help yourself fix a problem, you can click on the help guides link before you ever scroll down to the form.

Step 6: Support the Contact Team Too

The best contact us pages aren’t just a great way to improve customer experience. Well-designed solutions also help the customer service team to save time and stay productive.

One of the primary metrics that companies consider when evaluating the success of a service team, is the number of replies required before an issue is resolved. However, if the initial question from a customer doesn’t contain enough information, this number often increases.

Using the design of the contact form to access the right information helps with:

  • Automatically routing people to the right team member: Companies can set up segmentation rules that automatically send certain emails to different employees based on keywords. You might have questions that go to the sales team, and separate queries that you direct straight to the customer service team.
  • Show appropriate support options and FAQs: Remember to give the audience a chance to help themselves before they reach out for extra support. Links to an FAQ page or self-service options can really reduce the pressure on a team. Some companies even add automated chatbots to the mix to help with self-service.
  • Prompt for extra context: Although not every customer will take advantage of an opportunity to add extra information to a form, some will. Adding a box to your contact form for “anything we need to know?” is a great way to generate more information. Ban.do includes a simple “question” box where customers can add as much detail as they like. An option to add screen shots or documents might be a nice touch too.

Building Your Own Contact Us Page

Every customer has their own specific set of needs. The right contact page for another business might not be the right one for you. That’s why it’s so important to take some time getting to know your customers and speaking to your support team.

When you’re planning your contact page, it helps to ask yourself some basic questions about what you want to achieve. For instance:

  • What kind of channels will our customers want to use to connect with us? Look at things like social media messaging, email, or phone calls. If you’ve got a relatively tech-savvy audience, then they might want to use things like instant messaging with chat bots too.
  • How can we direct clients to the appropriate channels in as little time as possible? Having a system in place to automatically route your customers to the right agent will reduce the time to resolution for your customers. The faster you solve problems, the better your reputation becomes.
  • What can we do to set customer expectations and build confidence before they speak to us? Designing a professional-looking contact page will increase customer confidence, while an FAQ section shows that you’re ready to answer common questions.
  • How can we showcase a unique brand personality without making the page complicated? Everything from using distinct brand colors on a contact page, to adding images and illustrations reminds customers that they’re in the right place.
  • What can we do to reduce the friction points in a customer’s path to contact? Avoid adding too many input options to a contact form and ensure that it’s easy to reach out when your clients have a problem.

Understanding exactly what your audience needs from you, and what they’re looking for when they come to your team for help reduces the effort involved for your client when they reach out for help. Remember, today’s digitally-savvy customers expect their interactions with companies to be as streamlined and simple as possible.

Make the Most of Your Contact Page

Contact pages are frequently an afterthought in the website design process. However, they’re one of the most valuable tools your company has. With a good contact page, you ensure that your customers can always reach you when they have problems. What’s more, you boost your chances of people wanting to reach out to the sales team too!

Good luck creating a contact page that encourages engagement from your target audience. Don’t forget to track your results from each design, and A/B test for optimization.

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Branding 101: Choosing the Right Business Name

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When starting a new business (or even venturing into the world of freelancing for the first time), there are some really big, important steps you have to take.

Step #1 is choosing the right business name for your brand identity.

Your business name isn’t something you can casually choose either — especially if you have lofty long-term goals for your company. It’s not as though you can’t change the name down the road, but that comes with a ton of work and will require you to rebuild pretty much everything all over again: your visual brand identity, your reputation, and your SEO…

So, it’s a good idea to spend time choosing a business name that’s going to work for you now and long into the future.

Today, we’re going to go through the process of how to name your brand. These questions will have you thinking beyond just “What name do I like the sound of?” and have you more focused on important questions like “What is my unique value proposition?”.

Let’s get started:

How to Name Your New Business

For those of you considering taking the easy way out and using a business name generator tool, let me show you why that’s a bad idea:

This is a list of business names suggested to me when I told the generator that my business is related to “design”:

  • Design
  • Normal Design
  • Regional Design
  • Design Partner
  • Design Stock

Even the more unique names on the list are unusable; they have no connection to me personally or to the kind of business I plan to start.

This is why it’s so important to sort out your brand identity and make sure you pick a business name that resonates with you, and your target audience. To do this yourself, answer the following seven questions:

1. What Services Will You Provide Or Products Will You Sell?

The one thing that name generators get right is including a descriptive word related to your business. That way, it doesn’t take an actual visit to your website or a look through your portfolio to figure out what you do.

Even if you have a very niche specialty, sum up your offering in one or two words. For instance:

  • Web design
  • Digital design
  • Design & development
  • UX design
  • Graphic design

Unless you run your business through your own name (which I’ll talk about shortly), your business name should include a simplified version of your offering in it.

2. Who Is Your Target User Persona?

A user persona is a fictional character created using the demographics and psychology of your ideal customer or client. You can use Hubspot’s Make My Persona generator to create a card that documents these details:

Once you sort out who you serve, what makes them tick, and how it fits into the bigger picture of their business, you can better pitch your solution to them.

For instance, Joanna above is a real estate agent and owner whose primary goal is to capture leads and generate sales. You know how effective a real estate website can be for improving an agent’s visibility online and streamlining how they earn money.

So, including words in your business name that speak to that persona as well as their goals might be really useful.

Just keep in mind that web designers don’t always commit to one niche or stick with the same niche over the long run. So, you might not want to make your business name too specific to an industry (e.g. “Real Estate Design Solutions”) and more related to higher level themes and goals.

3. What Are The Names Of Your Top Competitors?

Do you know who your main competitors will be upon entering this space? If not, now’s the time to look them up.

When it comes to business names, you want to see if you can identify common threads among them. Perhaps they use puns or include location-specific descriptors. Or they just stick with the names they were born with.

While you don’t want to come off as a copycat, you can imbue your business name with a similar theme or tone if it’s proven to be successful with your shared audience. 

4. What Makes You Different?

Every business has a unique value proposition (UVP) — something that sets them apart from everyone else in the space. What’s yours?

Do you operate within a large metropolitan area where your prospective clients’ industry is booming?

Did you previously work in the industry for which you now build websites?

Are you an SEO expert who builds enterprise websites that rank?

In business, it’s good to be different — so long as it benefits your clients.

If you have a particular UVP that’s going to make you stand out, you’re going to use it everywhere to market yourself — your website, social media, sales pitches, etc. So, you might want to consider using a unique keyword from it within your business name.

5. Where Do You Envision Yourself In Five Years?

No one’s future is set in stone. However, if you’re seriously thinking about starting a new web design business, you have some ideas about where you want to go with it:

  • Do you like the idea of being a lifelong freelancer or digital nomad?
  • Would you like to operate your own design agency?
  • Do you have aspirations to build and sell website products, like plugins, themes, or UI kits instead?

If you expect to pivot your business at some point, be careful about choosing a business name that paints you into a corner. Keep it broader so that prospects don’t have to wonder what it is you really do.

And if you plan on scaling your business beyond yourself, using your own name might not be the best idea. You’ll want clients to associate the brand name with your agency, not with you specifically.

6. Will Your Business Name Be Easy To Remember?

At this point, you have some business names brewing. So, now we need to look at the more technical aspects of naming your brand.

Here’s what you need to do.

a. Write down no more than three to five business names you like.

For example:

  • Honeymooners Web Design
  • Charles Murphy Design & Development
  • FoREver Websites
  • SOLD Web Design Agency

b. Mash each name into one long lowercase string. Don’t include any punctuation.

For example:

  • honeymoonerswebdesign
  • charlesmurphydesignanddevelopment
  • foreverwebsites
  • soldwebdesignagency

c. Are any of the names difficult to read? Too long? Do any of them cause confusion and look like they mean something else?

If so, get rid of them as a matching domain name won’t work. Or, if you absolutely love them, fix the name so it’s clear, readable, and short. For instance:

charlesmurphydesignanddevelopment becomes charlesmurphydesign or just charlesmurphy.

7. Does The Name You Want Already Exist?

It’s a good idea to have a backup name in case you discover that the name you want already exists. Due to trademarking issues as well as possible confusion for your clients, you’ll want to avoid using a name that overlaps with or is the same as any other company (in or outside of web design).

Do a Google search for the business name you want to use. Check out the top 10 search results to see if there are any other matches.

You’ll also want to test out the domain name. Go to Domain.com and run your business name string through it:

You have a few options if this happens:

  1. Choose a different top-level domain (e.g. .tech, .io, .design).
  2. Use an abbreviated version of your business name  (e.g. solddesignagency.com).
  3. Move your backup business name to the front of the line and see if it’s available.

It all depends on how attached you are to the business name you’ve chosen. Just make sure that any changes you make to it (like shortening the domain name or using an alternate TLD) doesn’t cause confusion for prospects who look you up online. You don’t want them confusing someone else’s domain name for yours if business name and domain name don’t line up.

Choosing a Business Name Is Just the First Step…

Once you’ve settled on your business name, share it with a few people you trust. They’ll let you know if you’ve totally missed the mark or if it’s something you should be excited to run with.

As soon as you’re 100% sure it’s the right name, buy the domain name and register your company. Then, it’ll be official!

Of course, this isn’t the end to branding your new business. In our next Branding 101 post, we’re going to look at the next step: How to create the visual identity for your business.

Stay tuned!

 

Featured image via Pexels.

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How to Build a Company Culture That Will Last

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Great managers lead the way to a healthy, sustainable culture.

Company culture is the promise you make to your candidates and employees about the environment they can expect to work in and the principles upon which your business operates. Sound familiar?

But it’s about more than just surface-level inputs like who you hire and what perks and benefits you offer.

Source de l’article sur DZONE

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