March 18, 2014
Optimizing Global Customer Experience
by Benjamin B. Sargent, Vijayalaxmi Hegde  

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How quickly and painlessly guests find country and language appropriate content will determine the success or failure of customer experience on global websites. When the controls available on the website encumber or confuse, visitors leave before accomplishing their intended task.

In this report, we identify common and best practices in auto-navigation, meta-navigation, simple navigation, and content filtering to help visitors switch country or language along the path to their final destination. We based this research on 181 websites, each with 20 or more languages, identified in our study of the world’s most prominent websites (see “Assessing the World’s Most Prominent Websites,” Dec13).

  • Global Leaders
  • Technology Vendors
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Pages: 39

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