Q and A: What is Your Website's Message?

• Too many people forget the real purpose and potential of a website.

Before you create or re-create your website, ask yourself the following questions. Does your website answer these questions? Could it? Should it?

Customer Expectations

• What customer segments do you serve now or want to serve?

• What kind of service do these customer segments expect?

• What are the needs of these customer segments?

• How do these customer segments use or experience your products?

• Have they been asking for any products or services not currently offered?

• Where do service breakdowns occur? How are they handled?

• Image

• How do you want to be perceived in the community?

• What special products or services do you or can you offer?

• What value (not just price) can you offer that others don’t or can’t?

• What differentiates you from other similar businesses?

• What are your competitors doing that you are not?

• What can you underpromise and overdeliver?

• Service Strategy Picture

• How do you want your customers to feel when they leave your business?

• What do you want them to say about you?

• Visualize your customers using or enjoying your products or services.

• Visualize your employees smoothly correcting problems.

What do you want your competitors to be saying about you?