Your Customers Don't Need Another Portal (And Neither Do You)

Let's be honest: how many login credentials do you have saved? How many times have you hit "forgot password" this week? How many apps are you paying for that you barely use?

Now think about your customers. Every business they work with is trying to get them to create an account, download an app, or "log in to view." It's exhausting, and it needs to stop.

1. The Password Plague

We've all been there – staring at yet another login screen, wondering which variation of our password we used or if we've even created an account before. Our customers feel the same frustration.

The average person manages over 100 passwords. Each new portal adds to this digital burden, creating friction in what should be a simple interaction with your business.

Every time a customer sees "create an account to continue," a significant percentage will abandon the process entirely. Is that login wall really worth losing customers over?

2. The Portal Problem

Here's a typical scenario: A small business owner gets sold on a "customer portal solution." They're told it will "streamline communication" and "enhance customer experience." Several thousand dollars later, they've got:

• A portal nobody uses

• Customers who are more confused than ever

• Another monthly subscription to pay for

• Yet another system to maintain

• More passwords to manage

And the kicker? Most of what's behind that login could have been a simple, public web page.

3. When Secure Portals Actually Make Sense


To be fair, there are legitimate reasons for secure portals. You probably do need one if you're handling:

• Financial Records: Banking, investment accounts

• Legal Storage: Contracts, compliance documents

• Medical Records: Patient information, test results

• Membership Services: Exclusive content, subscription-based offerings

• Authentication: Identity verification for sensitive transactions

In these cases, the security benefits outweigh the friction costs. The key is recognizing when security is genuinely necessary versus when it's just creating barriers.

4. The Public Information Solution

Before investing in another portal, ask yourself these questions:

• Could this information be on a regular webpage?

• Will my customers actually use this?

• Is this solving a real problem?

• Could this be simpler?

Instead of a portal, consider these alternatives:

• A clear, informative website with well-organized resources

• Direct email communication with relevant attachments

• Simple scheduling tools that don't require account creation

• PDF guides and documents available for download

• Regular email updates with valuable information
  
  

Remember: Every time you make someone create an account to view basic information, you're adding unnecessary friction to your customer relationship. The best customer experience often requires no login at all.

Let's make the internet usable again, one password-free page at a time.

Want to learn more about simplifying your online presence? Contact us today - no login required.