Theodor Holm Nelson
Top 10 Ways to Lose Your Intranet Users
Creating Good Customer Experiences
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A Motley Fools article about the usability of e-commerce site. The article "../estimates that $6 billion in potential revenues will be lost this holiday season as a result of the "customer experience gap" -- the difference between what customers want and what they get. Many shoppers will become frustrated by the process of shopping online and will turn to traditional channels for their purchases." (1999-11-07)
The link address is: http://www.fool.com/news/1999/foth991101.htm
