5 Things Your Customers Notice (That You Don’t)
When you are close to your own brand, it is easy to stop seeing it the way your customers do. You know how everything works, you understand what you offer, and you fill in the gaps without even realising it.
Your customer does not. They are experiencing your brand for the first time, without context, and making quick decisions based on what they see and how it feels. Taking a step back and looking at your business from their point of view can reveal things you would not normally notice… like these 5 things, for instance.
#1 That button on your website that does not quite work
It might take a second too long to load or maybe it doesn’t respond the first time. It feels like a small thing, but it makes the whole experience feel slightly harder than it should be. People do not separate that moment from the rest of your brand, and a small glitch like a broken button can kill their entire perception of your brand. Let’s fix it!
#2 You sound different on every platform
On your website, your brand is a suited-and-tied professional, but on social it’s wearing a speedo at the beach. One brand with way too many identities, if you ask us. While each piece may work on its own, together it can feel inconsistent. Over time, that makes it harder for people to form a clear sense of who you are. So, let’s work on that!
#3 That outdated content still sitting on your site
Maybe it’s an old campaign or a service you no longer. While these details are easy to miss when you are close to the business, they stand out to someone seeing your brand for the first time. It can give the impression that things are not being actively managed (and who knows if the same can be said for your product and service?) Maybe we should tweak that!
#4 It is not clear what to do next
A new customer is interested and thinking about reaching out, but… where do they go next? If your audience is left looking for where to click, who to contact, or where to go, you are losing sales and leads. If it takes effort to figure out, that moment of intent can disappear quickly – so, maybe we should workshop that, hey?
#5 It is not clear what you actually do
Sure, you know exactly what you do, but is it clear across your socials, website and beyond? If someone has to read, scroll, or think too much to figure out what you offer, they just… won’t. People do not spend time trying to work it out, they move on to something that is easier to understand. Don’t let them! We can change that.
When you’ve been in the business for as long as you have, it’s easy to become complacent and forget about the new customer experience.
So, let’s work together to refresh and rebuild your brand journey, to ensure that every touchpoint is perfect!