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Internet performance leaders expect the same superior performance of their online channel as they do of their call center or in-store channels. They go well beyond the usual performance criteria—availability and response time—and turn their attention to also delivering consistency for users in different locations and with different connections. They examine additional components of the entire end-user-facing business processes that are a key to a positive online customer experience. These leaders want to ensure that their products can be found, seen, reserved, carted, and easily purchased quickly and enjoyably—every time.

10 Performance Management Best Practices, Gomez, Gomez Free Best Practices, positive online customer experience
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