Showing consumers respect turns browsers into buyers. Yet, when consumers reach out, their inquiries often seem to fall on deaf ears. In the digital age, a prompt response is anticipated — always. And when it’s not delivered, it can easily kill the sale.

Many businesses don’t recognize patience is scarce on the fast-paced Web. Even the slightest delay in response prompts consumers to go back to Google and friends to click the next search result.

While planning web copy for an HR firm, they sent requests for quotes to three web designers. Within 48 hours they made their choice between two; they refused to wait for the third to respond.

Meanwhile, some businesses just don’t care. Two years ago, Webcopyplus was referring several businesses to an industry partner, and a couple clients made comments about their response times. E-mails weren’t returned for up to four days.

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Purposefully written web content that effectively tells your prospects why they should buy from you can really help your business on the sales front. In fact, if done right, it can completely disqualify your competitors.

As noted in the article Brand strategy: distinct or extinct, you should leverage your business’ unique points and strengths, which may entail your:

• Selection
• Experience
• Knowledge
• Credentials
• Expediency
• Style
• Technology
• Geography
• Alliances
• Tools
• Customer service

But when you do, make sure you nail the point on the head. Don’t be subtle. Use clear, short and relevant web content to drive the message home.

And don’t be afraid to repeat your most potent points. It will drill the facts and ideas into your prospect’s brain, and make it memorable.

It’s a sound way to exclude your competitors from the final decision-making process.

At a recent entrepreneurial event in Vancouver, business coach Mark Wardell spoke about the importance of a business’ market position.

He suggested: Ask yourself, do your customers clearly understand why your business is unique and why they need you?

“The answer to this question determines if they will continue to do business with you,” he said. “Conversely, if you are seen as part of a homogeneous category of business, your selling prices will be dictated by your competitors.”

And, he stressed, this is not a good thing — especially in our current economic times.

Wardell also makes interesting points in a market positioning video on his business consulting website.

Despite the pressure to become a profit center, most organizations’ customer service and contact centers continue to miss the mark on becoming a strategic business partner and are not considered part of the corporate revenue strategy, noted Forrester Research’s Natalie L. Petouhoff.

However, the research firm added new Securities and Exchange Commission (SEC) regulations and data are making decisions about positioning customer service for success more relevant than ever before.

“This presents an opportunity for customer service professionals to accomplish goals they may have previously lacked the data to justify,” suggested Petouhoff, adding the transformation of customer service from a “cost center” model to a “profit center” paradigm entails a commitment to change from all levels within an organization — from C-level executives to call center agents.

Customer service leaders can serve their companies well by helping executives decide if customer service is a financial priority, advancing their own leadership and business case development skills, and demonstrating to agents why and how customer service is key to a company’s brand and bottom line.

Author and marketing guru Seth Godin posted a sharp entry in his blog about the inbound phone call being a hugely valuable marketing event for a business.

He noted: “The goal of every single interaction should be to upgrade the brand’s value in the eye of the caller and to learn something about how to do better, not to get the caller to just go away.”

That seems to be the prevailing objective: do away with the nuisance, rather than learn something from the prospect or customer.

Also, almost every consumer would wholeheartedly agree with Godin’s statement:

“Your call is very important to us,” does not jibe with, “Due to unusually heavy call volume.”

Read his post: Who answers the phone. Or view a case study on how not to deliver
‘customer service’.

During a meeting to discuss an upcoming project, a marketing director from a U.S. firm suggested the client would be better served investing more on print materials, including print ads and direct ad mails, versus search engine ads and search engine optimization (SEO).

While print ads and direct mail have their place in the marketing realm, Webcopyplus strongly suggested the client stay the course and focus mainly on SEO.

The client, who is introducing a new type of data storage component for computers, is targeting a broad market — virtually anyone who uses a computer.

Even if you gain access to a direct mail list of individuals who recently purchased computer products, there’s no accurate way of forecasting current or future purchases.

Meanwhile, SEO allows you to target your audience when consumers are at their peak point of interest.

That’s when they are most likely to make a purchase, which translates to high conversion rates, and your best return on investment.

More than 88% of Internet users believe they are served poor content on the Web, according to an online poll conducted by Webcopyplus.

When asked to rate the overall quality of content on the Web, poll respondents selected the following options:

1. Poor 88.5%
2. Satisfactory 9.8%
3. Good 1.5%
4. Excellent 0.2%

A total of 480 Internet users participated in the web writing firm’s online poll during a four-month period that ended in April of 2008.

Subsequent interviews with web users revealed multiple common concerns, including:

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When delivering web content courses, business owners often ask, “How do you find a good copywriter for the Web?” Whether you’re based in London, Toronto or New York, the answer is simple.

Do an online search.

Good copywriters know how to craft copy that persuades people to act, be it to enlist as a member, sign up for a newsletter or purchase a widget.

Good web copywriters can deliver potent copy for people. But they also understand how to write effectively for search engines. They help businesses choose and strategically use select words that will drive targeted audiences to their websites.

Consequently, an effective way to find a good web copywriter is to see who shows up on the top rankings of Google, Yahoo, MSN or your search engine of choice. If they can promote themselves, they can promote you.

Plug in words surrounding web copy writers, professional web copy or what have you, and away you go. A few searches and you’ll be well on your way to finding the right web writer to optimize your website and your business.

Information layering is a practical technique that helps online visitors quickly gather information relevant to their needs.

In brief, high level information is provided with links to more detail and supplementary web content.

Webcopyplus employs this strategy for clients, and finds it especially useful for IT firms, which generally need to target a wide-ranging audience.

Take, for example, an IT services page that offers an overview of offerings, including Network consulting, Disaster planning and Web hosting. Each noted service would include a link to more specific information.

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Your web content creates reality. Each word you use directly impacts how your online visitors perceive your business.

Do online visitors:

• See value in your product or service?
• Trust your business?
• Invest in your offerings?

Get 18 tips to help you create the right reality on the Web.