Beyond the Buy Button in E-Commerce
Jakob Nielsen on total user experience: "The concept of total user experience says that you must consider everything that the user encounters -- not just the screen designs. Confirmation email plays a big role in comforting users and calming their anxieties, especially if there's a delay in fulfilling their order. And, even when everything goes right and the shipment will be on time, you gain credibility points when you send customers appropriate confirmation emails to keep them informed. Doing so creates the expectation that you'll treat them well in the future and in case of trouble."Permalink | Wednesday, July 07, 2004
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