Delighting The Digital Customer

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Executive Summary

If your business model includes a "Customer experience" on the web - and if it doesn't, your business is missing one of history's greatest economic opportunities - you've got to realize that web time is both your business's best friend and its worst enemy. You have just seconds to captivate, engage and delight the digital consumer - or else he or she will click on to someone else's most imaginative, more innovative or more useful website.

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