• Create BookmarkCreate Bookmark
  • Create Note or TagCreate Note or Tag
  • PrintPrint
Share this Page URL
Help

Part: 1 Customer-Centered Design > Walking a Mile in the Customer's Shoes

Chapter 2. Walking a Mile in the Customer's Shoes

How many customers can you afford not to attract, and how many current customers can you afford to lose to a competitor? Websites that are designed with a consumer-centric focus attract and retain customers better than those that are database driven. Business profitability depends on customer attraction and loyalty. Marketing experts express it in terms of satisfaction and delight. It's neither. Customers don't want to be merely satisfied. They expect you to meet their needs. They want you to recognize them as individuals and provide convenience, purchasing information, customer service, security, and speedy transactions.

Online shoppers have more power than any other type of shopper. The competition is only a click away. They are more in control of where they shop, when they shop, and how they shop than ever before. If they don't like a particular website, there are several others to take its place—instantly. Comparison shopping is simple. There's no need to get into a car and drive several miles to find another store. The customer never has to leave his chair.


PREVIEW

                                                                          

Not a subscriber?

Start A Free Trial


  
  • Creative Edge
  • Create BookmarkCreate Bookmark
  • Create Note or TagCreate Note or Tag
  • PrintPrint