I surf the Internet a lot. As a writer and speaker it comes with the
territory. And I don’t mind, except when I have to deal with insanely
slow websites. There are a few websites I use on a regular basis that
are horribly slow. I call them “coffee cup” websites because you can go
get a cup of coffee between screen changes.
That drives me crazy because it wastes my time. And I know it
doesn’t have to be that way. I know this because several months ago I
noticed my website was behaving badly. It was slow. Very slow. So I
began looking into the problem. I educated myself on possible causes
and solutions. Then I made a variety of changes based on what I learned.
The result is my website is much faster. The user experience is
greatly improved because you don’t have to wait as long to get to where
you want to go. You can find the information you want faster now.
This experience tells me that consistently slow websites remain slow
because their owners do not make the changes they need to enable them
work work better. Either they don’t realize how slow their website is.
Or they know but they don’t make any changes.
Either way, they are ignoring their customer’s experience. They are not working to give the customer the experience they want.
(I understand not everyone cares about web site speed. But most
people do. And I understand there are others things people want from
their web surfing experience. But I believe speed is at or near the top
for most Internet users. )
If your business depends on a website to serve customers and it’s
slow, then you are not giving your customers the best experience.
You’re probably not giving them what they want. And you might be
driving customers away. Because our world moves faster every day. And a
slow website could signal to a customer that your business is either
falling behind, or you don’t care enough to offer them a better
And beyond your website, are there other ways your business might be
delivering the wrong experience to your customers? This is a good time
to step back and evaluate different aspects of your organization. Take
a look at how you’re doing things in light of what your customer want
To keep it manageable, take them one at a time. Then ask your
customers and employees, what experience should you be providing? Are
we doing it? Can we improve? How? (Make a list of these “How” items.)
Then do some of the “How” things you come up with. Work through the entire list.
Do that with every aspect of your business that touches your
customers. That should help keep your customers coming back and it will
improve some of your operations. Not a bad way to start a new year!