Are you making assumptions on your website or with your business that only make sense because you already know how everything works? What gaps in communication could be tripping up your customers? In this episode I share a real travel story that highlights how easy it is to overlook info that seems obvious to us but might be totally unclear to our clients. I dive into ways to discover these hidden friction points and offer ideas for making every step as clear and straightforward as possible.
Listen to this new 10-minute episode for ideas on spotting and fixing those hidden gaps that could be costing you business.
If you have any questions about anything in this, or any of my podcasts, or have a suggestion for a topic or guest, please reach out directly to me at Alan@WeddingBusinessSolutions.com or visit my website Podcast.AlanBerg.com
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View the full transcript on Alan’s site: https://alanberg.com/blog/
Episode Summary
In this episode, I dive into a personal travel experience to illustrate the concept of the curse of knowledge and how it can create unnecessary friction for customers. While recounting some frustrating moments during my return from France specifically issues with unclear information about an airport hotel shuttle I break down how easily we can overlook the challenges our clients face when we assume they understand industry details that are second nature to us.
I give concrete examples from my own business and website, such as subtle coupon code fields and the lack of explicit calls-to-action, to show how easy it is to miss important customer touchpoints. I encourage listeners to look at their own websites and processes through fresh eyes or partner with a colleague to do so, catching gaps in communication or usability that could be turning away potential clients. By highlighting the dangers of relying on implied knowledge, I underscore the importance of being thorough and explicit with information whether it’s the true nature of an airport shuttle or the steps to book a venue tour. My hope is that this episode will inspire listeners to reduce friction wherever possible, making it easier than ever for couples to choose and work with them.
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I'm Alan Berg. Thanks for listening. If you have any questions about this or if you'd like to suggest other topics for "The Wedding Business Solutions Podcast" please let me know. My email is Alan@WeddingBusinessSolutions.com. Look forward to seeing you on the next episode. Thanks.
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