Attracting a potential customer is hard enough. Grabbing their interest and retaining them is even more difficult. It’s important to design your site so that user frustration is kept to a minimum, thereby maximizing customer retention. Below are some examples of what not to do when designing your website. Information sourced from: econsultancy.com, bx.businessweek.com, usability.gov and forrester.com.
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Fantastic post and infographic – thank you very much once more. since I work in the realms of user experience, marketing, sales and SEO for our little Berlin-base startup, I’m always especially interested in the connections between these domains. Keep up the good work – we’ll spread your word in Berlin!
Much appreciated! Thanks!
Sorry, it has poor legibility :)
while clicking on image shows never-ever-ending rolling wheel
Hi:
Thanks for the comment. Please try the link to the higher-res image:
http://blog.kissmetrics.com/leave-a-website/?wide=1
Thank you for such a clear and simple explanation. I’m especially enamored and couldn’t agree more with numbers 4-7. Add to #6, “less is more.”
I would also add the importance of flow in articulating site content. That is, it should read logically from the logo/name –>tagline –> headline –> subheads, to help the reader get through the info from top to bottom. Headlines should be written as benefit statements (which also get picked up by search engines), rather than using “welcome”.
As for the nav, balance what the visitor wants to know first (considering purchase behavior) with what differentiates your business. For example, it’s important for me to drive people to my speaking events so they can “sample” my marketing consulting, so this is the first tab in my nav. Keep the main nav rather lean, placing more functional links in the header (i.e., locations) or footer (i.e., privacy).
A great book on the topic is “Don’t Make Me Think” by Steve Krug. http://www.amazon.com/exec/obidos/ASIN/0321344758/?tag=blockbetamark-20
Just yesterday I have read this book. During one day. Good book, but to tell you the truth I was expecting something more crucial.
Yes, it’s a very quick read and high level. There are many other resources for creating great websites, but there are so many people that miss the very basics, it’s a good start.
What about slow page load times?
Hi Buddy:
Good call. Slow page load can definitely drive away potential customers.
Please see our post on how load time can affect your bottom line:
http://blog.kissmetrics.com/loading-time/
My top 3 reasons for leaving a web site:
1. Too many ads
2. the registration requirement
3. Bad content
Ad themselves aren’t a bad idea. It’s the frequency of them and placement. And of course, loading time. Interstitial ads are the worst, because they can really irritate the life out of a visitor.
great infographic, but shouldn’t there be a link-back to the infographic of the “best” website layout and considerations example(s)? You clarify in the sidebar of how to correct the issues but representing the “best” example of a site might be a nice balance to share as well.
Very nice article! Informative – thank you!
Wow, impressive infographic!!! Thanks for sharing!
What makes someone leave a Website? Putting interesting (text-)content into an inaccessible image instead of proper HTML ;-)
But apart from that, nice article…
I’m with stegoe. The information you guys post is great and the infographics are gorgeous but you might be getting a little carried away. Lately all the posts I see are graphics and I’d love more easily scannable articles. Plus, I would think you’d want the great content you have to be indexable and not all tied up in images. Just my two cents. Either way, keep up the great work!
Really useful info… Thanks… Will make sure, I don’t do any of these mistakes :)
Hi neil, cool infographic. I had a question you said when you get a good infogrphic that guy kawasaki and mashable will share it. Who do you send them to make that happen? I am making a google panda one. I would really appreciate your insight, I reed your blog posts regularly.
I think someone leaves a website because of 3 reasons:
1. Structure of the website
2. Content of the website
3. Design of the website
Excellent article. Thank’s a lot for published this article.
I think it is a informative article. So thank’s a lot for published this article.
This page is not printer-friendly. Add that to the list.
he AddThis infographic covers everything from the peak hours and days that people share so when people click, the top sites in terms of social growth, and more. The stats are based on AddThis’ experience with 1.2 billion users, 10 million domains and 70 languages.
Great Article..I enjoy to read
I love marketting
One thing that makes me always leave a site are those annoying little windows that popup when hovering over keyword text within a post. More than half the time they seem to be advertisements that aren’t even relevant to the content. Bad choice, bad.
Thanks for your feed back Brandon, because I just added them to my Blog. They are called InfoLinks. I thought they’d also be more relevant to the content I write about, but i am noticing the same issue… That the relevancy is not always there. Yes, they are ads & as the owner of the blog I get pennies per click through, but I will not keep the InfoLinks program if it is detrimental to my readership. So, I greatly appreciate reading someone’s opinion on them. Perhaps I will switch over to another company with better relevant results. Thank again. Oh & I will share this infographic on my blog as well, I loved it & hope my site passes the muster. ;) Thank you all.
Someone necessarily lend a hand to make seriously articles I might state. That is the first time I frequented your web page and up to now? I surprised with the analysis you made to make this actual put up extraordinary. Fantastic job!
I just could not go away your site prior to suggesting that I extremely enjoyed the usual information an individual supply on your visitors? Is gonna be again continuously to check up on new posts
I never understand infographics that use lines like “Data suggests that 40% of…”
Really? What data? Show me a source please.
As a user experience professional, I can’t go telling people “Oh yeah, I saw that 40% of monkeys make the best coffee of all office assistants. So I recommend that you get a monkey.” I’d get laughed out of the proposal.
Bottom line, we can ALL make up percentages. And we can ALL post that “the Internet told me the percentage,” or “I read it on Wikipedia.” But to close a proposal confidently, we need hard data to stand on.
I should correct myself…I SEE that there are sources on the graphic. I’m just saying, I couldn’t find proof of that stat.
Man that was very entertaining and once informative. thanks for sharing..
I likes very much this infographic (thank you), but I had a series of comments on it (agreements and disagreements). You can read my article here: http://bit.ly/leave-website
Greetings I stumbled on your blog by mistake when i was searching Live search for this concern, I need to tell you your website is quite useful I also seriously like the design, it is great!
certainly like your web-site however you need to take a look at the spelling on quite a few of your posts. Several of them are rife with spelling issues and I in finding it very bothersome to inform the reality on the other hand I?ll surely come again again.
document.write(“Cool “)
Magnificent points altogether, you just gained a new reader. What might you suggest in regards to your post that you simply made a few days in the past? Any certain?
Great subject thx
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Outstanding job once again! Thumbs up=)
Very interesting info !Perfect just what I was searching for! “He who spares the wicked injures the good.” by Seneca.
Though I was drawn here (from Twitter) by the headline, what made me leave this site without reading the post was the irritating, distracting widget stuck to the lower left of the page.
LOL….. hahahhaaaa…. I almost left too Raymond, but I did tweet the article because it is worth sharing.
I agree that I could not remove that “Like This?” widget & it was annoying on my 8 inch screen, but I soon enough forgot about it in order to enjoy all the comments such as yours! Cheers!!! ;)
Spam comments also a distraction.
Really a cool and very catchy infographic about why your readers will leave your blog.
neatly done….great tips…..absolute doable’s!
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neatly done….great tips.
I assumed this publish was great. Thanks for the concepts you are sharing on this website. I greatly appreciate reading someone’s opinion on them. Perhaps I will switch over to another company with better relevant results. Thank again.
Hey guys this is an awesome graphic. We are adding it to our web series on improving eCommerce Conversion rates tomorrow. Thanks for the great illustration and information!
I totally disagree with the automatic video streaming. We have a
:60 video on our homepage and the average time on the page is always over 2:00 and had been for over three years.
Great story, I found it notably instructive and it’s especially the tips I was scouting for. No need to tell how it took me long to stumble on it, so that’s why I thoughtto take some time to feedback and give my feelings about it. In spite of this, on on the 2nd paragraph if I remember well, you made a small misprint, maybe you should check. continue on the good job !