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5 simple rules for creating a customer-friendly Web site

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1. Be judicious when deciding what content to include on any given Web page. Keep paragraphs short and text at a readable size. Also, keep key content "above the fold"; if it's more than one scroll down, you'll likely lose readers.

2. Have a clear, highly visible privacy and security policy. Users need to trust you, even if they're visiting your site in a business capacity.

3. Put brand positioning at the forefront of site design. B-to-c sites do this, but b-to-b sites often fail.

4. Establish a clear governance policy for content management to avoid information overload.

5. Use customer research to establish persona and scenario design guidelines, identifying who visits your site and for what purposes.

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