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 organisations 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 organisation's website, leading to a false sense of how well the website is performing.
• For a website to be customer-centric, the organisation responsible for the site must determine the most important goal of the website.
• Most websites are suboptimiwed; even though individual areas of the website 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)."