Customers who are savvy about technology. Who are, in fact, at the next level of acceptance before most businesses are even thinking about implementing the latest technology. Whose expectations are always rising. In brief, you must minimize the gap between customer expectation and customer experience. Promises of system availability, reliability, and security must be kept.
Consumers have to be incredibly loyal to keep trying.
And they usually don't. At that point of impact, customers are lost or gained. Often for good. Scalability, then, becomes of paramount importance. Recent history suggests that Web traffic is optimistically overestimated in the beginning, yet is vastly underestimated in the long run.