Saat beralih ke bisnis online, orientasi bukan hanya pada pelanggan, tapi juga pada pengguna/pengunjung.
Saat anda mempunyai situs toko online, pengguna/pengunjung adalah calon pelanggan. Ketika mereka tidak nyaman dangan situs anda, bias-bisa mereka tidak akan pernah kembali lagi.
Mereka yang tertarik dengan produk anda, akan berfikir lagi ketika melihat tempat lain jauh lebih baik dan mudah.
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