Show Me The Content
Here's an article that shows the relation between good navigation and content and customer satisfaction.
"If you understand your customers, their behaviors, and the goals they're tying to accomplish, and then design your site to support those goals, they'll be happy. Your goal is really to shift costs from a call center to Web site or into a phone-based self-service system, but doing it in a way that delivers a good experience to the customer. There's a high correlation between good self-service and customer satisfaction."
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