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Chapter 2. What Customers Want

Chapter 2. What Customers Want

In a nutshell, customers want e-services that are better, faster, and smarter. And you may only get one chance to provide them.

As I've stood behind customers, in the moment before they experience a business' Web site for the first time, I've been poignantly aware of all the expectations they have poised in their fingertips as they anticipate swinging into action once the home page downloads.


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