Mike Andes argues that a company website should be treated as part of the product: an outdated or poorly maintained site (blurry images, no video, missing social links) undermines customers' perception of professionalism and security. He recommends ensuring fast response times and a mobile-friendly, media-rich site so the online presence matches excellent field service.
Your website is part of your product. And if your website is old, outdated, blurry images, no video, doesn't connect to social media, these are the type of things that are a reflection of your product. You don't just sell your service, you sell what the customers expect in terms of professionalism. And so when they come to your website, that is part of your product, because it is giving a sense of value to the customer, a sense of security to them, that you're going to be on their property. And so if your product is so great and you do a great service, but your website's horrible, that is part of your product. So one of the things you can do is make sure you have a fast response time, a great mobile friendly website. These are the type of things that you can do to ensure that your product online actually matches your great service that you have out in the field.
