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Provide Dialogue

All right, I have to admit that I'm going to climb onto a hobby horse. I don't understand why so many Web sites fail to deliberately guide e-customers through critical processes, such as an order process. I've seen how exacerbated e-customers get when trying to work out what's happening and why. I've felt embarrassed on behalf of the Web site creators who were so oblivious to e-customer needs. I believe that Web sites should provide dialogue that is useful to e-customers.

I think there are a number of reasons why e-customers end up frustrated when trying to complete a process that is important to them.


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