Your site is up and your product is out there for the world to see. Before you know it, you have visitors trickling in to see what you have to offer.
Despite the depths of the Internet and the billions of pages offered, users are arriving at your website and then without any explanation—they’re leaving.
They come and then they go, maybe after a minute, maybe even less. After all of the hours you’ve put in, the majority of your visitors aren’t staying around long enough to get past your landing page. Many of them visit once and never return.
Do not immediately move through the five steps of grief; in this chapter we’re going to go over some ways to change this trend for the better.
In Chapter 1, we touched briefly on your Bounce and Exit Rates. In this chapter we’ll look at these numbers in much more detail.
First, let’s review those key terms.
An Exit Rate is specific to each page; it’s the percentage of people who leave after viewing the page. Your exit rate lets you know the last page that users view before they move on. A very high exit rate on a specific page can be a red flag.
For example, if your product tour page that details the benefits of what you sell has one of the highest exit rates, you are likely not connecting the true value of your product with your visitors.
Your Bounce Rate is the number of visitors who leave your website after visiting a single page. Each page has its own bounce rate, but initially you probably want to address look at the bounce rates for three pages:
The higher your bounce rate, the lower your percentage of engaged users. Your bounce rate can be affected by your page but also by the quality of the traffic coming to your site.
All of the following ways of leaving your site constitute a bounce:
This is where your analytics come in. We touched briefly on analytics in Chapters 1 and 4, and we’ll discuss them in much more detail in Chapter 9, but for the sake of our discussion of bounce rates, we’re going to mention them again. They are that important.
A basic analytics report will give you an overall bounce rate, with options to dig deeper and find out the bounce rates for individual pages. In Google Analytics, you’ll find this by going to Behavior > Site Content > All Pages.
Once you have a grasp of what your bounce rate is, it’s time to figure out why visitors aren’t sticking around in the first place.
Your toolbox for determining what’s causing your high bounce rate contains many of same tools we discussed in Chapter 4. Again, we’ll discuss these at length in Chapter 9, but the basics are as follows.
You own a sporting goods store that’s having an awesome sale on fishing reels. You advertise in the newspaper, put banners on the storefront, and send out a mass email. The turnout is great! A thousand customers show up, but only ten customers are able to locate the reels on your cluttered, disorganized sales floor.
The remainder is left alone at sea, struggling (mind the pun), and more often than not, this struggle is all it takes to make your customer head for your competitor across the street (whose fishing reels are prominently displayed in the front window). This is how e-commerce works, except it’s far easier to make a few clicks over to the competitor compared to crossing the street. If you’re making it hard for your users to take advantage of what you’re offering them, you’re essentially sending that competitor business.
Do not get bogged down by all of the negative though. For each potential reason for a user to bounce, there are a number of fixes to help guarantee future users stick around.
When attempting to lower your bounce rate, keep your conversion goals in mind—what exactly is it you want users to do? You aren’t lowering bounce rates because bounce rate are inherently bad. You’re lowering bounce rates so people stick around long enough to subscribe to your email newsletter, download a document, make a purchase and so on.
When a user arrives at your website, is he or she greeted with a simple, easy-to-navigate site? Or is the user bogged down with pop-up ads, dated graphics and a disorganized layout? Your goal is to provide exactly what they are looking for. If any visual element of your site stands in the way of this, you are creating friction and friction kills conversion.
The easiest fix here is to actually put yourself in your users’ shoes and explore your site.
To take it a step further, consider asking a few close friends to try out your site and complete a task. Watch them and document their experience—specifically any problems they have. For the best possible representation, use friends from all over the spectrum, those inside your field and those who have no idea what you do or sell. Tweet this!
First, ask yourself these questions:
If the answers to these questions are readily available, you can make some assumptions about what visitors are looking for and expecting to get from your site. Again, this will come from analytics. To find this out in Google Analytics, you’ll use the All Traffic, Referrals, and Search Engines reports under Traffic Sources.
Many users will arrive via search engines, so it is important to know the their intent and make sure your site matches those expectations. For example, if you are sell marketing automation software but have a large percentage of visitors showing up looking up performance-based marketing agencies, you have a percentage of visitors who will never buy from you, no matter how optimized your landing pages are.
In addition to analytics, you should ask visitors what they’re looking for when they arrive on your site. This lets you determine visitor intent, going beyond keywords to the actual reasons a person is on your site.
For example, if you have a mobile photography iOS app and a visitor arrives on your site from searching “iPhone mobile photos” you don’t know if they’re looking for a photo taking app, photo editing app, how to backup their photos, or how to take better pictures with their phone. You can only get that information by asking.
If a user is lost, the best tip is for the site to be a guide. You need to guide the users towards your goal. The users shouldn’t have too think too much or look too hard when arriving at your site. Make certain that your Call to Action is prominently placed on your landing page. Also consider these tips to help guide your users to your CTA:
With too many distractions comes the potential for the user to get anxious and hit the back button. There are many tools you can use to figure out exactly where you users scroll on the page,which will be covered in Chapter 9. But know for now that the most sure way to guide your user to your CTA is to give them little other choice. There should be a clear path upon the user arriving on the page to fulfilling the goal you set out.
Upon advertising the awesome sale of fishing equipment, you would have every reason to prominently place all of that merchandise, so as soon as customers opened the door to the store they saw what they expected to find. There is no reason for anything else to block this pathway. No other merchandise. No other announcements for later sales cluttering the customer’s view. Nothing between the fishing reels and your customers.
These are of course just some examples. Your bounce rates are contingent on your website’s unique challenges and user base. Still, when attempting to lower your bounce keep the above tips in mind. The important thing is this—in order for visitors to convert into users, they have to stick around. In its most basic form, lowering your bounce rate is simply figuring out why people are leaving and fixing it.
Whether you are developing a new product or have been selling the same one for years, you need user feedback.
With a 30% or higher response rate, every product owner should be asking their customers these questions.
The question with surveys, as with any other marketing effort, is how do you use surveys to drive the performance of your website, and ultimately, your business?