Plug in to customers

Article in eWeek about listening to customers and doing usability.

    As e-commerce matures, sites such as Staples.com and Travelocity are relying on customer usability tests and tools to help prevent site flaws and reveal the secrets to Web success.

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Statistics

Some interesting stats from the Jupiter report they cite:

What issues would cause you to leave a Web site?

84% Links that take too long or don't work

68% Cannot find information needed

31% Company info cannot be found

23% Search function is limited

16% Links are poorly labeled

11% Advanced search is difficult to use

9% Search capabilities are too broad

3% None of the above

(Survey of 2,263 consumers) Source: Jupiter Media Metrix