How To Talk With Customers Through Your Website
Published in
1 min readOct 13, 2020
(originally published on the CX by Design Ideas Blog)
You can’t scale the human side of your business if your website isn’t set up to have an organic conversation with your customers. An “organic conversation” in this context can be cultivated by designing a website navigation around customer intentions.
A customer likely has many intentions when using your site. On Monday, they may intend to do one thing; on Wednesday, something else or many things. Knowing what your customers intend to do, and designing your digital property’s navigation around these intentions, promotes “organic” conversation. As a result, your website serves your customers, rather than mirrors your internal company structure.
