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Chapter 1. Being Customer-Effective > Good Versus Customer-Effective Web Sites

Good Versus Customer-Effective Web Sites

Customer-effective Web sites allow customers to do things they need to do as customers, such as set-up, change, or discontinue products and services. Customers adopt customer-effective Web sites into their everyday lives because it makes their dealings with businesses easier, more efficient and more rewarding.

Customers don't understand connectivity, interface design, information architecture, navigation, or business process design, and in general, they don't want to. We may do a good job on all these fronts and still fail to be customer-effective.


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