As an avid user of social media outlets, I enjoy my daily dose of keeping up with my friends. Well, this week Facebook rolled out a new home page navigation style that caught many people unaware and therefore created some anxiety for folks.
Unless you watch the Facebook Fan Page regularly, which I don’t, you were probably caught unaware this was coming. Imagine my surprise to find my “normal” home page working just fine at 10am and then when I returned at 1pm, it was totally different with a little note “Welcome to Your New Home Page”. Like others, who made posts stating their concern, I was annoyed. I didn’t ask for a new home page. As a creature of habit, I had my page set up the way I wanted it and liked it just fine. Now, I have to start over.
It is somewhat like a grocery store remodel. I know aisle 6 has my coffee, but because you’ve warned me with the “under construction signs and the noticeable bare shelves during the remodel” I understand when it is complete my coffee may be on the other side of the store. I have had time to prepare and you didn’t spring it on me.
As an early adopter, I understand the need for improvements in technology (and that developers love to play with the user interfaces often). What I would have liked to have seen is some notice at the top of my login page. Something like, “Starting Feb 1, we’ll be rolling out a new navigation setting for your home page, click here for a sample of what’s coming.” I personally would have felt better about the change when it appeared.
As marketers and sales people one of our goals is to have our customers feel warm and fuzzy about buying or using our product online or shopping in our store. Many people are creatures of habit. If you have the opportunity to prepare your customers ahead of time for pending changes I think it will go a long way with customer happiness.