1. For every dollar spent acquiring a customer you will spend $100 dollars reacquiring them after they leave because of poor usability or bad customer service.
2. More than 95% of your customers will use less than 5% of the features andfunctions of your site. Customers will NEVER use about 75% of the functions onyour site.
3. The single largest predictor of call center volume is your web site’s usability. Calls cost an average $22-$30 per call.
4. For every $10 spent defining and solving critical usability problems early in development using professional usability research, you will save about $100 in development costs.
5. For every dollar you spend improving the visual design or style of your site, you will receive virtually no improvement in sales. The same dollar spent on improvingcore behavioral interactions with your site’s critical way-finding and form-fillingfunctions will, however, return $50-100 if executed in a professional and rigorous manner.
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