You proably say you care about customer service.
But the real test: What happens when it becomes inconvenient?
A recent experience trying to buy tickets for Rocky Nats highlighted this perfectly. The event itself was great, but the program was only available as an A4 PDF. On mobile, it became a pinch-and-zoom nightmare.
Small issue? Maybe.
But these are the moments that quietly degrade the customer experience.
Here’s the bigger point:
- Your website isn’t just a brochure
- It’s your customer service when you’re not there
- Every shortcut shifts effort from you to the customer
And expectations are rising. What worked five years ago doesn’t cut it now.
If you want a user-friendly website:
- Start with what your users are trying to do
- Make that task as easy as possible
- Remove friction, don’t justify it
Try this: pull out your phone and use your own website like a customer would.
Easy?
Or are you asking them to work harder than they should?
