The most successful Web sites are those that serve the interests of customers rather than organizations. Practically all Web sites, whether they are intranets or public Web sites, start off with an organization-centric worldview. Following are 10 tips to make your Web site more customer-centric. 1. You are not your customer. Never fall into the fatal trap of thinking that all you have to do to understand your customers is look into your heart. Constantly research, test and change things that aren’t working. 2. Your language is not your customers’ language. Just 4,000 people per month search for “low fares” (industry language) online, while 2 million
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