The Website Changed, I’m Lost

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website changed

The Website Changed, I’m Lost

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Boredom makes most people feel unhappy. It may also inspire them to find something to do, something that takes up time and changes the outcome. In a technology driven world, most of us are logging on. What feeling do you have when you notice the website changed?

Most of us like and enjoy progress. Many of us hate relearning something that we see no value in, is a website change a customer service story. You bet, because all of the users of the site are customers.

Website Changed

Passwords are necessary to hold back the hackers. Even people who leave their Facebook page open on their phone may be surprised to find some silly post one of their otherwise bored teenagers decided to playfully do on their behalf.

I’m not sure if this applies to everyone, but for some reason I have a visual connection with remembering my password. Change my log in screen and I can’t remember the password.

Passwords are annoying and represent one of the pains we are currently dealing with as a user. There must be a better way.

Websites are a touch point with your customer. They are supposed to be easy to use, intuitive, and friendly. Are they?

Perhaps we can suggest that some of them are, or even that many of them are—until they change. Then we might become lost.

Standards of Communication

There is an attempt at standards. Green buttons should be for go, buttons labeled “next” should move us forward, and “submit” should indicate that we are sending the information. Most work in this manner but not all.

The websites that we use, the standards that we become accustom to, and the buttons that we click are a form of communication. Communication is the foundation for building an exceptional customer experience.

Knowing how to fix the website, how to make it better when you are bored, or when you believe that it is getting stale may involve technical skills, but to keep customers happy it is more about communication.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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