Usability Fanatacism

ID-100177052Too much of a good thing will inevitably corrupt it.  Usability is important but can be taken to an unsustainable extreme.

We ran into an issue recently where an email tested fine across browsers and platforms.  One of the test users printed it and found that there was some odd spacing at the bottom.  So we had other testers print the email with the same settings and the issue could not be duplicated.  The best guess for the error was that there was a printer driver on that computer causing the spacing error.  Our recommendation was to move on because the the email was easily readable despite the spacing issue, it was unlikely that many people would print the email at all, and even if the email was printed only this one particular computer was causing the problem hinting as a platform setting.

However, the communication manager wanted to be certain that everything was “perfect” so she spearheaded a few rounds of revisions to the email layout.  After a week of trial and error the email printed properly on that machine.

While the problem was solved the email was sent a week late.  This particular email was promoting an event which ended up not being well attended.  Did the week delay cause this?  That’s unlikely but an added week of time to see how the promotions were doing and make adjustments to the rest of the campaign might have made a difference.

The point is that it was not a good use of resources to fix such a minor usability problem. The fanatical quest for perfection facilitated a lackluster result.  Seek for superior usability but don’t seek out every possible scenario to test.  The fact is that it’s not humanly possible to test every possible scenario and create something that never encounters a glitch.  Make sure to cover major usability issues like intuitive layout, browser or platform compatibility, and presentation of information.  As long as glitchs are minor or extremely isolated it’s likely not in your best interest to nitpick or tern over every rock seeking a problem.

 

Image courtesy of pakorn / FreeDigitalPhotos.net

The Personal Perspective Bias

When judging your website you tend to be on one extreme or the other. Either everything seems a little better than it is or a little worse than it is. It’s important to make value judgments on your website from the metrics or user testing rather than personal opinions or experience.

A client called us recently and said that one of their calls to action landing pages was not easily located. The only way they could find it was by using the site search function. We were alarmed because this landing page was one of their primary calls to action.

Rather than going to the site first, we pulled the site metrics. Guess which page was #1 for the month’s ranking? Sure enough the “hidden” landing page was more popular even than the home page.

Clearly a lot of people weren’t having a problem finding it. But it was possible that all of the hits were direct links from social media or email links so we dug a bit deeper to see how many hits were referenced from within the website. It turned out that almost 60% of the hits were coming from within the website and about half from the homepage.

Upon seeing that, we reviewed a promo section on the homepage and sure enough, there was the offer in question. When we reported back on the metrics, the client admitted that they were in a rush when trying to find it and must have just overlooked it.

Trainers, consultants, and professional coaches tend to be very busy and not finding something quickly on the site can make them jump to false conclusions. Fair enough and we all make mistakes, but that’s why it’s important not to take action on personal perspective. It leads to bad decisions, mistakes, and poorer performing sites.

The Industry Average Myth

There is a lot of “common knowledge” that floats around about what’s good for a particular metric and what’s bad for a particular metric. While these numbers can serve as a guideline they are likely a poor benchmark. Make sure that an industry average actually applies to your industry.

As an example 10% is often used as a good click through rate. But for many industries or campaigns (like trainers, consultants, and professional coaches) it might signify an outstanding rate. It might also be an underperformance in some cases.
The problem with blindly using industry “rates” is that it might set up an unrealistic goal, or worse yet, have you focus on the wrong problem.

We had a potential client that was comparing their click rates to industry average and decided that their rates should be higher. Frustrated he said, “That’s why I’m talking to you guys. My click rate is 5%. I’m just barely making the low average!” The problem with this is that he was looking at “industry average” which was the below:

  • 5% – 15% for B2B newsletters
  • 2% – 12% for B2C promotional email marketing campaigns
  • 10% – 20% for emails sent to highly segmented and personalized B2B and B2C lists
    [Data: Alert Solutions]

While we agreed that he could be doing better, he was not as far outside the norm as he was suggesting. He was taking his overall average which included promotional emails and comparing just to the B2B content newsletter rates. A more accurate reflection would have been taking the B2C and B2B data and averaging that.

To get a better picture we used data from our email marketing platform. The email marketing platform lets us define a particular market segment within B2B, in his case a business consultant. This was data specific to his actual industry and let us compare content based results vs. promotional results. Turns out that he was almost at the median with an average being 4%-8%.
So the question was, “Are you comfortable being middle of the road?” This potential client still wanted improvement to be toward the top of average or even exceed it.

The point is, he didn’t know where he stood because he was using broad generalities. He could have been in the top percentile and still beating himself up trying to fix a problem that didn’t exist. If you’re going to benchmark against averages, make sure it’s the right average.

Call to Action: Easy to Purchase Product/Service

ID-10074833A lower cost item can serve as a bridge between marketing and sales as it makes the initial sale easier. This is especially true for trainers, consultants, and professional coaches who typically have services that cost tens of thousands of dollars.  Finding a lower cost introductory product or service can highlight expertise and pave the way for larger engagements.

A book or in depth industry analysis are great products that can be offered at a fairly nominal cost.  The difference between these items and download reports is that they offer detailed reporting and are likely to take significant effort to create.  The cost is justified given the wealth of data or information provided. They serve the purpose of engaging with an interested party but are prime credibility builders.  The have the added advantage of being authored on your topic of expertise so any issues that the reader identifies with, you become the obvious expert to solve them.

An assessment and report process can be a service version of a book or industry analysis.  Many times a marketing audience won’t be ready to buy a full service from a trainer, consultant, or professional coach but know that they could benefit from their service.  Offering an introductory assessment and personalized report can be a lower cost way of helping potential buyers see the value you can bring to their specific issues.  An example might be a personality profile for a manager.  The trainer, consultant, or professional coach could compare that manager’s profile to stated objectives or success benchmarks to identify strengths and weaknesses. It highlights how the manager could improve and leads nicely into training or development programs to maximize potential.

Spend some time identifying a lower priced product or service as an introduction.  It’s something that marketing communications can often sell directly and serves as a way of starting the sales process with interested parties.

 

Image courtesy of samarttiw, / FreeDigitalPhotos.net

Call to Action: Contest

A contest can be an easy call to action that generates initial interest or greater involvement. For instance a social media contest to increase likes or comments can introduce or prompt users to visit the social page regularly.  It could also be leveraged to cross channels, like social media connections entered to win an item for joining the email marketing list.  The secret to a successful contest is ensuring that the steps to enter warrant the reward.

For most trainers, consultant, and professional coaches the prize of the contest will be fairly modest and it’s probably better that way.  Large prizes generate a lot of interest but not necessarily from people that really qualify as a lead.

The best contest is one that relates to your product or service and enacts a first step in engagement.  For instance, if you are a sales training group, a contest for your book or your favorite sales strategy book.  The winner is not only engaged in the contest but will receive an item that improves credibility. A geographic prize can also focus attention on your location, perhaps a gift card to a popular local restaurant.

After choosing a prize make sure the steps to enter are clear and simple.  Some examples would be “like us on Facebook”, “join and comment on the LinkedIn group”, or “sign up for our email newsletter.” Don’t over dramatize a contest.  It’s not a multi-million dollar jackpot so don’t communicate like it is and don’t make entering the contest arduous.

The beauty of contests that have a content driven prize tend to attract well suited leads.

Call to Action: Trial Training Session / Free Initial Consult

ID-100211182There’s no better way of displaying what you do than letting a potential client try it out.  A free training session or initial consult can be a great way to highlight how you can help.

The key thing to remember about this call to action as it boils down to a potential client requesting a meeting.  Over-automating this lead source often leads to over-complication and a daunting web form for people to fill out that few will.  Below are two types of initial training/consult offers and recommended ways of managing leads.

Individualized Consult/Training

Individualized offers promise to address the person’s particular problem.  This is the most powerful delivery method but also the most work.  There are two key pieces of data that need collected prior to the meeting, scheduling and personalized data regarding an issue they want to address.  Don’t try to get all the information you need from the initial form, keep it as simple as possible.  Some basic information like name and location is all that’s required for someone expressing interest.

After you receive a request, you’ll likely have a follow up form that needs completed.  It can’t be an individualized consult/training without having the individual’s information.  This might be an evaluation with specific questions that will provide insight into their issue or more open-ended questions where they can explain what it is they want to get from the consult/training. In either case you should have a clear way of gathering the necessary data to deliver on your offer.

Unless you have a sophisticated scheduling app, it’s usually simpler to schedule the meeting via phone or email.  It’s ultimately simpler and a good way of introducing oneself so that the potential client does not come to the meeting blind to who they will speak with.

General Training

General training is an easier offer to deliver.  Essentially you just need to provide potential dates that your audience can pick from.  Doing that on an online form will increase conversion as your audience can make the request at their convenience without having to contact you.

 

Fair warning, this is a challenging offer to get people to express interest in.  Why?  Because it’s often a disguised version of a sales pitch.  While it’s reasonable to start the sales process be sure that you are delivering valuable information that was promised to avoid potential clients feeling like they’ve been duped.

 

Image courtesy of Stuart Miles, / FreeDigitalPhotos.net

Call to Action: Whitepaper/Report Downloads

Whitepapers or reports are the call to action that every consultant, trainer, or professional coach can offer.  If you don’t already have one, it’s typically not a large undertaking to create one using curriculum or existing materials on the subject of expertise.

The beauty of whitepaper/reports is the ease of use.  This ease extends to both the creator and the consumer.

The creator can make a form for people to download the document.  After the form is filled out, the document should be immediately available either as a link from the form’s thank you page or as an instantly emailed link/attachment.  This makes delivery of the document automatic so that the creator does not have to spend time getting it to the person who requested it.

The ease of use for the consumer is that they can get what they request on demand with no other commitment than filling in a form.  After filling out the form they can immediately see what they requested and read it while it’s of interest to them.  No time commitment, often no monetary cost, and instant gratification.

A well done report or download is a good tool to gather leads and get a sense of who in your audience is interested in particular topics.  It can also be a good credibility builder as it’s a chance to provide a powerful sample of how your area of expertise can solve problems for clients.

That said, there are two pitfalls to offering reports/whitepapers.

  1. Going Stale – Don’t let the ease of delivering a whitepaper/report lull you into laziness.  Your audience will tire of seeing the same report over and over again.  Typically a report will have a shelf life of about a year.  Six months or quarterly releases is better but after a year it should be cycled out.  Depending on the topic it could be refreshed and offered again but it should not be or appear to be static for more than a year.
  2. Quality of Leads – The ease of requesting a report/whitepaper will net a significant amount of poor leads.  There is no real commitment (unless you are charging for the report but then it’s likely not a lead generation tool but rather a product) from the consumer so they might have little to no interest in your product or service. Quantity will be higher than other calls to action but will require more screening and qualifying.

Report/Whitepaper downloads are the ideal easy ask for a call to action but temper your expectations on all the leads being an ideal client profile.

Call to Action: Events

ID-100179293Events can be a powerful first step for most trainers, consultants, and professional coaches.  They literally put trainers, consultants, and professionals coaches on the podium to illustrate what they do and how they help clients.

Events can serve as a great call to action.  Dedicated invitations can be created and delivered via email or postal mail but small promotional ads can also be leveraged on websites, information driven emails, or social media. The one major downside to an event as a call to action is that it’s date/time specific.  Potential buyers can’t get the call to action on demand and must set time aside on their calendar. The major up side is that the trainer, consultant, or coach actually gets to interact with the potential buyer.

Events come in two forms – live and via the web. Both offer pros and cons.

Live Delivery

Live delivery is often more engaging because there is a personal connection.  Potential clients are in the room with the trainer, consultant, or coach which offers a more powerful bond and puts a face to an otherwise faceless communication.

– But –

The down side with live events is there are more logistics and tend to be more expensive than online events.  Rooms need booked, directions need provided, and most importantly, people need to show up.  Getting people to agree to physically come to a location increases friction for converting the call to action so the event must offer clear value.

Web Delivery

Web delivery via a webinar is the ultimate in event convenience.  Potential buyers can attend the event in front of their computer.  This opens up vast amounts of potential buyers as there are no geographic/travel restrictions on attendees. Online events also tend to be far cheaper, only requiring a webinar service.

– But –

Webinars are not as interactive as live events.  Presentations need to stay focused and concise.  For most trainers, consultants, and coaches a half hour is the max length they can keep the audience engaged for which limits the content that can be delivered.  Potential buyers will be more challenging to connect with because they remain a faceless entity behind a computer screen.  The reverse is also true.  It’s challenging to connect or get feedback from buyers on a webinar.

 

Weigh the pros and cons on which thpe of event is most suitable for your call to action.  There is less risk with a webinar, requiring less money and less friction to convert but the presentation’s impact tends to decrease. Live events offer powerful connections but with more friction to convert and more promotional dollars invested.

 

Image courtesy of Stuart Miles, / FreeDigitalPhotos.net

Call to Action for Trainers, Consultants, and Professional Coaches

Every online marketing campaign should have clear calls to action.  But commonly trainers, consultants, and professional coaches will say, “I’m not sure I have a good call to action.”  That’s a big problem, it’s like giving people directions without picking a destination.  You’ll get somewhere but probably not strategically toward a sale. There are five common calls to action that most trainers, consultant, and professional coaches have or can create fairly easily.

  • Events
  • Whitepaper/Report Downloads
  • Trial Training Session / Free Initial Consult
  • Contest
  • Easy to Purchase Product/Service

When providing this list we’ll often hear, “But what about my suite of products and services?”  Calls to action should be fairly simple.  Most trainers, consultants, and professional coaches have sophisticated programs that require analysis to find what solution properly fits a potential client.  That level of interaction is almost impossible for a call to action without an advanced web application.

These five types of call to action are feasible for most firms and provide a good first step with potential buyers.  In coming posts we’ll analyze each type and in which cases they are best suited.

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