What Your Customers Expect When Browsing Your Small Business Website (Updated for 2020)

small business web design
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It's been quite a while since the website revolution began, and we've seen several huge shifts in the world of web design, driven largely by technical advancements and, as a result, shifting user expectations.

A fast-changing landscape

It’s been nearly 30 years since the wild west of the web began, with companies like Google, Amazon, and Apple leading the consumer-facing website charge. While website design sure looks a lot different now than it did back then, there are some key components that remain very much in place:

  1. Websites need to provide information
  2. Websites need to load as quickly as possible
  3. Websites need to be accessible
  4. Websites need to provide clear direction

What your customers expect from your website in 2019.

1. A fast website load time (fewer than 3 seconds)

Yep, you read that right. Anything longer than 3 seconds has your website users feeling antsy, and much more time after that will ensure they are clicking that red “x” and visiting your competitor’s website.

See how you stack up with by running your website URL through the following tools:

2. Your website is secure and your web address begins with HTTPS

In 2014, Google made SSL a ranking factor. In 2018, Google began showing a “Not Secure” warning in its Chrome web browser when websites failed to use SSL site-wide (not just on checkout pages).

This was largely in response to growing security concerns and consumer sentiment about how websites protect their personal information.

And in today’s landscape, it’s gone from nice to have to “must-have.” Learn more about SSL certificates below.

3. Your website is easy to read, easy to navigate, and creates a great user experience

It seems obvious, right? Well, accessibility, compatibility and user experience is anything but for many small business websites out there.

When evaluating how likely it is for your website users to be pleased with the experience, ask yourself the following questions:

  • Have ALT attributes been added to images?
  • Is my website mobile-friendly?
  • Am I using proper font size and spacing on text content?
  • Are images properly optimized for speedy website viewing?
  • Am I using a consistent, branded color scheme that’s pleasing to the eye?

Read more: 7 UX Principles for Creating a Great Website

New Recommendations for 2020

4. You’ve got a story to tell

Your customers are inundated with hollow marketing messaging every single day. They browse local business websites featuring content that is often uninteresting and uninspiring.

Sure, that’s okay sometimes, but in 2020 if you want to build a brand that stands out from your competitors and engages your customers meaningfully, you’ve got to have a story to tell.

Remember, effective marketing and lead generation is all about tapping into emotions and customer sentiment:

  • Why did you get into business?
  • Why is what you do so special?
  • Are you showcasing customer stories?
HubSpot Video: How to Tell a Story in Your Content Marketing

5. Overall look and functionality feels modern

You may not think your small business plumbing website needs to feel modern, but you’d be wrong. Technology is completely taking over service-based business these days, from appointment scheduling smart phone apps to high-tech billing solutions.

If your website still looks like it was built in the .com era, and your competitors are building websites featuring engaging design and automated chat bots, you’ve got some work ahead of you.

If your website doesn’t feature (or you’ve never heard of) the following, you’re likely not doing enough to prepare your website (and your small business) for success in 2020:

  • Mobile-first, responsive design
  • High quality imagery
  • Custom messaging
  • Optimization for retina (high resolution mobile) displays
  • Cohesive color palette
  • SVG graphics
  • Subtle movement and micro-interactions

Don’t know what some of these digital marketing terms mean? Check this out: The Ultimate, Ultimate Glossary Of Digital Marketing Terms & Definitions

LeadCardinal Small Biz Marketing Quiz

Where to start?

With so many new web standards that seem to change and evolve with the wind, it can be difficult to know where to start. We get it.

If you’d like to learn more about how LeadCardinal can help equip your small business with an effective, secure, and highly engaging website, reach out to one of our small business marketing experts!

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