Shanelle Mullin

Shanelle Mullin

Shanelle Mullin does content & growth at ConversionXL. She writes on optimization and content marketing.

How to Create a Conversion-Focused Tone of Voice

You’re likely familiar with the finding that over half of communication is non-verbal.

So perhaps you won’t be surprised to learn that your copy is “saying” a lot more than you think it is. That’s because tone of voice is at play, influencing how visitors read your copy and relate to your company.

Fortunately, tone of voice can be deliberately created, managed and optimized.

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Memory

Every company wants their visitors (i.e. potential customers) and customers to leave their site with a lasting positive memory. Of course, that’s much easier said than done when you consider technical issues, copy confusion, price barriers and the like.

If you want to bring a smile to people’s faces when they hear your company name, you’ll need to understand how memory works and how you can design for it.

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Tabbed Navigation

One of my favorite UX quotes comes from Chikezie Ejiasi, UX lead at Nest.

He wrote: “Life is conversational. Web design should be the same way. On the web, you’re talking to someone you’ve probably never met – so it’s important to be clear and precise. Thus, well structured navigation and content organization goes hand in hand with having a good conversation.”

Can tabbed navigation be clear and precise? Of course it can, which makes it a valid form of navigation and content organization. What matters, as with most things related to UX, is how you implement it and how you optimize it.

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Password UX

Have you ever forgotten a password for a site? What about a security question?

Have you ever spent a ridiculous amount of time trying to think of a password you can remember, but also complies with a list of arbitrary requirements (e.g. 7 uppercase letters, 4 special characters, etc.)?

When these UX problems pop up, they cause friction.

Friction that prevents new SaaS customers from signing up, friction that prevents loyal eCommerce customers from creating an account for next time, friction that prevents current customers from accessing their accounts.

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Quality Assurance

Sites that don’t work don’t convert.

That’s why optimizers conduct quality assurance on sites, landing pages, test treatments, email campaigns, you name it… to make sure they work the way they’re supposed to.

While it’s common knowledge that quality assurance is something you should do, not enough optimizers complete it properly. If they did, there wouldn’t be so many sites that just plain don’t work.

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Viral Conversions

Right now there is almost certainly an enterprise exec in a boardroom somewhere saying, “We need it to go viral.” Kittens and memes and babies kissing puppies… viral.

When most people think about going viral, they think about raising a lot of awareness for their product or company. But what about money in the bank, what does going viral mean for your bottom line?

So, the statement becomes: We need to go viral in a way that makes us actual money. Not surprisingly, that usually looks a little different than kittens and memes and babies kissing puppies.

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Ad Wars

With Google processing over 40,000 searches every second and Facebook being a hub for 1.13 billion daily active users, Google AdWords and Facebook ads are obvious choices for PPC campaigns.

But is one better than the other? Are the optimization processes for both similar? What about A/B testing?

These are the questions optimizers need answers to before they can really reap the benefits of two very powerful advertising platforms.

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UX Research and A/B Testing

A/B testing is common practice and it can be a powerful optimization strategy when it’s used properly. We’ve written on it extensively. Plus, the Internet is full of “How We Increased Conversions by 1,000% with 1 Simple Change” style articles.

Unfortunately, there are experimentation flaws associated with A/B testing as well. Understanding those flaws and their implications is key to designing better, smarter A/B test variations.

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