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Customer experience is about your customer's entire journey interacting with your business – which often starts with someone landing on your website. There are a few things you’ll want to consider to ensure you’re making a strong digital first impression and setting the tone for a lasting relationship with each new website visitor.

In this video, Canada's Head of Field Marketing, Jennifer Doyle, shares four ways:

  1. Accessibility: 22% of Canadians aged 15 or older are living with a disability. It’s vital that all businesses make their websites inclusive for people who have all four types of disabilities: visual, hearing, motor, and cognitive. If someone with a disability finds your website difficult to navigate (or can’t navigate it all), they’re going to seek out a solution to their problem elsewhere. Small accessibility considerations can make a world of difference!
  2. Performance: Did you know that a one second delay can reduce customer satisfaction by 16%? The digital landscape has never been noisier and even the smallest website performance issue (like an image taking too long to render) could turn off a potential buyer. Keeping a close eye on performance issues will help ensure you’re keeping customers happy too.
  3. Data privacy: Nothing creates trust issues with a customer like improper handling of their personal data! Having a system in place that helps you manage your website’s personal data makes it easier to protect and will ease customers’ minds from the get-go.
  4. Analytics: Your website analytics are an amazing insight into how your customers are interacting with your business online. Tracking and actioning on key website metrics will help you make adjustments to your page structure based on buyer behaviour, plan content based on their interest areas, and more.

Want more quick tips like this? Check out the rest of our Breakthrough with Siteimprove video series.