This article was first published November 19, 2007 on the Tatum Marketing blog
These days we all talk about being customer focused, but are we really? If you love your product or service (and who doesn’t?) it’s only natural to want to talk about all the great features and functionality you’ve packed into it. But, your prospects want to hear how your product or service benefits them.
A few years ago, the folks at Future Now developed a tool you can use to evaluate your website from a customer focus perspective. Basically, it compares how often you use the words “I” and “we” and your company name versus how much you use the words “you” and “your”. They gave it the memorable name of the “We We Monitor”. (As in “Are you wewe-ing all over yourself?”.
It’s a simple test and, of course, it isn’t perfect; but they’ve found a correlation between the score on this test and the response rate of the site. Sites that score above 60 on the test have higher response rates than those that score lower.
Try it here: Customer Focus Calculator. If you want to know more about the test itself, you can read about it at ClickZ.