The Forward Observer > Marketing For The Front Line of Sales

B2B Marketers: How To Avoid Scaring Away Website Visitors

Written by Douglas Burdett | Jul 17, 2013 3:22:00 PM

If you’ve ever heard the term “bounce rate” and wondered what it meant, it has nothing to do with writing bad checks or nightclub security.

A bounce rate is the percentage of visitors to your website who leave without navigating to any other pages. While it varies by industry, most websites have 30 to 60 percent bounce rates.

That means that a large proportion of the traffic coming to your website may be leaving right away and probably never returning. And if your site visitors are bouncing off, they’re probably not going to buy from you.

To decrease your bounce rate and improve your site visitors’ experience, here are six things to think about when designing or tweaking your website:

1. First impression – In a Stanford University study, it was confirmed that site visitors first evaluate a site’s design before deciding whether to stay and explore the content.

Site visitors are subconsciously deciding if the site is credible and trustworthy. They also are making judgments about the company, its professionalism and its stability.

To make a good first impression, here are some things to consider:

  • Colors – Pick two to four colors and don’t try to make everything jump out.
  • Animations/music – Avoid them. Only use them in support of your site’s content.
  • Layout – Use a grid format, avoid clutter and remember that white space is your friend.
  • Typography – Make sure it’s legible.

2. Maintain consistency – The look and feel of your site should be as consistent as possible across all pages. The design elements include color, font, sizes and layout structure. Keep the navigation in the same place throughout your site.

Most sites have three page layouts: the home page, the content pages and the pages with forms (e.g., contact page, landing pages for pay-per-click campaigns, etc.). The consistency across your site will keep your visitors from feeling lost.

3. Use appropriate images – Be careful using stock photography. Stock photography is popular because it is readily available and affordable – and sometimes free. However, in a lead generation study by MECLAB, photos of real people outperformed stock photos by 95 percent.

Try to avoid fake representations of your employees or customers with stock photos of well-dressed, multigenerational, multicultural beautiful people. Marketing expert David Meerman Scott derisively refers to this tactic as “visual gobbledygook.” More importantly, website visitors are not fooled by it and tend to have lower trust in the company behind the site.

4. Navigation – Numerous studies have shown that the most important aspect of a website’s design is the ease in finding information. That’s why the site’s navigation is so important. If people can’t find what they are looking for, they tend to leave. The best rule of thumb is to make it as easy as possible for your visitors – if they have to think about where they need to go and how to get there, they tend to leave.

Here are some navigation best practices to keep in mind to help your visitors find what they are looking for and to reduce your bounce rate:

  • Keep your overall site navigation simple and at the top of each page.
  • Put navigation in the site footer as well.
  • Don’t offer too many navigation options on each page.
  • Use “breadcrumbs” – links back to each previous page the user navigated through to get to the current page – on each page so people will know where they are in the navigation trail.
  • Include a search box at the top of each page so people can search by keywords.
  • Keep your navigation to no more than three levels deep.
  • Include links in your page copy to other parts of the site, and make sure people understand what the link goes to.
  • Don’t use Flash and JavaScript for your navigation. Some mobile devices can’t see Flash, which can render the site useless.

5. Flash and animation – Go easy on this. While Flash animation is great for getting attention, it also can discourage visitors from staying on your site. People don’t like unexpected animations and noise. Plus, some mobile applications don’t have the capability to view Flash animation. If you must have animations, consider using the more browser-compliant HTML5 instead of Flash.

6. Accessibility – Your site needs to be accessible to a growing number of web browsers (e.g., Internet Explorer, Firefox, Safari, etc.) and devices (computer, mobile, tablet, etc.). Test-fire them all.

What do you think? Please join the convesation below. And if you found this helpful, please consider sharing it with your network.

(This article originally appeared in Inside Business - The Hampton Roads Business Journal, on July 15, 2013.)

photo credit: Princess K8 via photopin cc