20 Rules That Make Your Online Business Easy-to-do-Business-With
Notes from e-service by Ron Zemke
01. Be useful
02. Don’t waste their time
03. Make everything obvious
04. Be bandwidth-friendly
05. Keep it simple
06. Show them what they’ve bought
07. Give them lots of search options
08. Encourage customers to make contact if they want help or have a question
09. Give consumers access to help on their terms
10. Answer every email in less than a day
11. Don’t ever tell them you are too busy to respond
12. Make it easy to navigate
13. “Easy to navigate” means you can get to any page regardless of where you are in the site.
14. Put a price on every product.
15. Have simple beneficial registration processes.
16. Tell them what the shipping costs will be before they get to the checkout.
17. Tell customers how they can return items and make it simple.
18. In the business-to-business (B2C) space, make the checkout process fast and painless.
19. Deliver products on time.
20. Unless your primary audience is eight year olds, get rid of anything on the site that blinks, spins, or otherwise moves erratically.
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