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Scsi's Mobile WebKISS™ Guide #12: What Does Your Company Mobile Web Site Convey About Customer-Centric Focus?
Scsi's "Web-based Keep-It-Simple, Sonoff" document -- Scsi's Mobile WebKISS™ Guide #12: What Does Your Company Mobile Web Site Convey About Customer-Centric Focus? highlights numerous "failure to communicate" Mobile Web site design situations that should be collectively addressed to better serve both prospective and existing customers.
Why bother? It's good business and it makes economic sense as well. For by taking proactive customer-centric steps, you will contribute significantly toward maximizing return-on-investment (ROI) in your company's Mobile Web site(s).
For your convenience, the major headings provided on this Mobile Web page are listed immediately below:
NOTE: Relevant hyperlinks are included within the associated paragraphs to make your browsing session productive and all the more enjoyable.
What Should Always Be Provided?
To start off on a positive note, Scsi provides below in alphabetical order the following list of essentials that every company Mobile Web site should address -- assuming that its dominant objective is to convey information and useful content to its Mobile Web visitors.
Most of the above-mentioned topics are rather self-explanatory. However, in the interests of being more complete, here are some additional comments for your examination and reflection.
- Contact information should be both easily located and provide several options (e-mail; phone number(s), regular mail address, and so on).
- Save time for your Mobile Web site visitors by providing as many of the above-listed essentials as possible. They will reward you with their business, as well as recommend to their associates and friends to visit your Mobile Web site to appreciate how much thoughtfulness and customer-centric focus is present among its Mobile Web pages.
- Don't skimp on providing supporting and illustrative information that will better educate your Mobile Web site visitors so that their decisionmaking task will be eased by your having been so thorough in your content, coverage, and explanations.
- By clearly explaining things and making navigation schemes almost intuitive, your Mobile Web site will stand out from those which might be classified as falling into the "take it or leave it" league of also-rans that never really understood what it takes or means to be customer-centric.
- Recognize this challenge as a true "win-win" situation: Your Mobile Web site will almost certainly achieve improved Search Engine Optimization (SEO) rankings (see Scsi's Mobile WebKISS™ Guide #8: Want to Increase Your Search Engine Rankings? for more details) when you adopt and implement Scsi's Mobile Web Best Practices.
What Is Perhaps Less Glaringly Missing?
Listed below in alphabetical order are some categories of customer-centric matters that most Mobile Web sites fail to provide relevant information about (or specific implementations of) on at least one Web page.
- Accessibility-related Implementations
- Consistent Page Layouts
- Definitions of Terms and Acronyms
- Graceful Error Handling Processing (See Scsi's Mobile Contingency Page, for an example)
- Logical Sequences in Content Presentation
- Page Content's Date and Timestamp
- Privacy Policy (see Scsi's Mobile Privacy Policy for a specific implementation example.)
- User-focused Signposts (see Scsi's Mobile Web Best Practice #3 for more information.)
With Some Effort What Could Easily Have Been Done Better?
Listed below in alphabetical order are some categories of customer-centric matters that most Mobile Web sites seldom encounter but which Scsi suggests be adopted and implemented by any information dissemination-focused company.
- Convenient E-mail-based Feedback Hyperlinks
- Cross References provided among Mobile Web site's related Web pages
- Downloadable PDFs (with associated hyperlinks embedded) of Mobile Web Page Contents
- Intelligent Printing-related Options (access Scsi's Mobile Web Best Practice #8 for more information)
- Keep-It-Simple Architectural Elements and Alternatives to avoid any need for requiring use of Scripting, Multimedia, various Plug-Ins, and so on.
- Liquid Layout Design to readily accommodate various size display screens and browser window resizings. (Access Scsi's Mobile Web Best Practice #7 for more details.)
- Meaningful Naming of Files and Directories
- Simplified Navigation (examine Scsi's Access Keys for specific examples.)
- User-Controlled Text Resizing (Access Scsi's Mobile Web Best Practice #6 for more details.)
What Actions Should You Take Next?
What are some of the takeaways from this presentation? That depends on what side of the fence you are on, namely: 1) Mobile Web site owner and/or content developer, or 2) Mobile Web site visitor, prospective customer, or existing customer.
So, the following list may apply to one or both categories and should be applied accordingly.
- Before making any Major Mobile Web Site Design Changes, Inform Web Visitors of Anticipated Changes and Ask for Specific Feedback
- Focus on Addressing What Mobile Web Visitors, Prospects, and Customers Want Answered
- Periodically Revisit Your Mobile Web Pages to Update Content to assure its Usefulness
- Provide Mobile Web Site Feedback and Critiques Indicating the Good, the Bad, and the (downright) Ugly Observations that Every Company Should Receive from its Mobile Web Visitors, Prospects, and Customers
- Retain one or more Independent Reviewers to Assess Your Company's Mobile Web Site(s) for Customer-Centricity
Mobile Web Page Validation and Contact Information
Validate this Scsi's Mobile WebKISS™ What Does Your Company Mobile Web Site Convey About Customer-Centric Focus? Page to assure full conformance to W3C's XHTML 1.0 Basic, cascading style sheet (CSS), and WCAG Accessibility recommendations.
Contact Information: Raymond Sonoff, President of Sonoff Consulting Services, Inc., 271 Saxony Drive, Crestview Hills, KY 41017-2294 USA: Telephone: (859) 261-5908.