Top 10 Ways to Make a Website Customer-Centric

Most business leaders think their websites work better than they do. Too often, the evidence they're given from department managers about the effectiveness of their websites fails to match the customer experience.

In this research report, Gartner outlines 10 actions organizations can take to make their websites exciting destinations for visitors in general and customers in particular.

From the Gartner research report:
"Key Findings:

• The view of the end customer is often misrepresented in the evaluation of an organization's website, leading to a false sense of how well the site is performing.
• For a website to be customer-centric, the organization responsible for the site must determine the most important goal of the site.
• Most websites are suboptimized; even though individual areas of the site work well, the overall impact does not match customer expectations.
• The best approach to creating customer centricity on the website is to have an internal design and execution team that spans departments and channels (for example, sales, supply chain, marketing and IT)."