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"Customers think that they are the centre of the universe. Customers come to your website to get their needs fulfilled. They will only think you are great if you meet their needs in an efficient and cost- effective manner." Gerry McGovern Newsletter 8 Sept 03 Websites: Think The Way Your Customer Thinks
A major objective for websites should be understanding what their customers want when they visit the site. This enables the site's editor to prioritise its content so that the content most in demand is available and easy to access. There is an increasing need to undertake research what customers want and how they want it presented. For many sites, the 80/20 principle applies where, typically, 80% of customers' needs are satisfied by 20% of the total content on that site. Editors who can identify this 20% and concentrate the majority of their efforts on it will provide customer-centric, effective sites
This toolkit was developed by a consultant through a pilot project between AGIMO and a number of the Australian Government's customer centric portals . It helps agencies match the content they provide to the expectations of their customers through two processes:
To download a PDF version of the report [ 214 KB]
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