April 21, 2014 by Kevin Kennedy
In a previous post, I wrote how website credibility, or creating credibility with your website, should be a small business’ number one objective. In my post, titled Credibility is Paramount for Small Business Websites, I suggested that creating credibility for your organization should be a significant part of your website strategy, possibly even more so than site visibility (via search engine rankings) - although both strategies should be connected. The basic reason for this is that credibility can dramatically impact not only your online conversions, but offline conversions as well, which can lead to greater sales and enhanced brand perception.
So if credibility is so important, what can you do to positively impact your organization’s credibility on your small business website? The truth is I have no idea. OK, I do have some idea, but as each business is different, so too will each plan be to create credibility for your organization. And, as I don’t know your organization like you do, I also can’t create a credibility plan that will completely fit your business – at least not until I learn more about your organization and your dealings. So, as you read through the rest of this article, use it as a starting point for your own organization’s credibility plan or something to get your creative juices flowing.
As I mentioned in my previous article, your website is the new yellow pages for your business – it’s the first place any prospect will go when they want to learn more about your organization and what you do. With that said, you don’t want them arriving to your homepage and immediately having a poor experience (and opinion of your company). That’s what will happen if your site is old, outdated or poorly designed – even if you have good content within your site.
If your site looks unprofessional or unorganized, a prospect may never even take the step of browsing your site for specific content. If you have a high home page bounce rate, this could be the reason. Think back to the last time you went shopping in a new mall for the first time. You walk around and stick your head in a few stores to see if they quickly interest you. If they don’t quickly grab your attention, you don’t walk in and browse – instead you move on to the next storefront. Same thing with your website – make a positive impression in the first five to ten seconds, or the user will move on to other options.
Now days you also need to make that positive impression regardless of the device (desktop, tablet, phone, etc.) your audience is using. If you don't have a responsive web design or mobile friendly site, odds are that smart phone web viewers will not have a positive experience.
When I visit a website for the first time, my mental processing works like this. First, can I tell what the organization does in the first few seconds and do I get a generally favorable impression from the site’s overall appearance? If so, I then move on to my specific need or reason for searching or visiting that site. Does the organization offer the product, service, or information I’m looking for? If the answer is “Yes” again and I quickly see that high level offering (product, service, etc.), then I move on to specifics that will make me more comfortable in taking some next step (conversion), whether that next step is buying, making a call, or downloading an article.
So depending on what your organization does, what type of content will portray you as an expert, provide credibility, and make me more comfortable so I will take that next step (conversion)? Certain content, such as awards, press releases, membership in associations, or featuring well known customers, will provide basic confidence that your organization is credible. Different types of content can really hook me and drive me further down your purchasing or conversion cycle. If, for instance, I’m searching for a service offering, my next thought process may be whether your company has specific experience with my type of company or industry. Testimonials, case studies, project galleries, or white papers – specific to my industry or more specific needs (project type for example) – give me a much greater level of comfort that you are a viable option. Specific blog posts that touch on details (examples, industries, specific types of projects, etc.) can also provide that same level of reassurance I’m looking for, while positioning your organization as a leader in your space.
The third way to create web credibility is directly related to the strong content I discussed above. A strong social media presence can reinforce the positive impression your website provides, while allowing you to leverage some of that compelling content across multiple channels that encourage sharing and that will drive more eyes to your site. Nowadays, you may have certain individuals that start their search via different social media channels such as Twitter, Facebook, Linked In, Google+, or even Pinterest or Instagram if you have robust visual content. Having a strong presence on these sites will drive visitors to your website, but will also provide yet another level of comfort for those prospects that use that particular social marketing site. Reviews via sites like Google+, Facebook, Yelp, or Citysearch can also enhance credibility and help drive conversions, especially in certain industries (restaurants, service business, etc.) where reviews are prevalent. With that said, most small organizations don’t have the resources to have a positive presence on all the sites I mentioned. I’d recommend starting small and doing one or two social sites well, rather than trying to manage too much too soon. Remember, a poor impression on a social media site can be much worse than not having a site, and will hurt your credibility.
Whether you are designing a new website or just updating your current site, you should spend some time developing a content strategy that focuses on creating credibility for your website and your overall business. If you need help developing your social media or content strategy, contact Marketpath today. ,
Kevin Kennedy, Marketpath’s VP Marketing and Professional Services, has been working on business strategy, digital marketing, and website technology for over 20 years. Prior to joining Marketpath in 2009, Kevin worked for Delta Faucet Company, including roles as Director of E-Business, where he led the company's technology strategy, and Director of Interactive Marketing.
Kevin graduated with a B.B.A. in Finance from the University of Notre Dame and received his M.B.A. from Eastern Michigan University. In his free time, Kevin enjoys spending time with his wife, Bridget, and their five children, travel, and various sports activities, while also participating on the non-profit boards for The Children's TherAplay Foundation and Juega Como Campeon.