I n a survey of customers of service businesses, the Marketing Institute of Cambridge, Massachusetts, wanted to find out what created customer satisfaction. This topped the list of what customers expect. Physical facilities and equipment should be attractive and clean. Once you understand and accept these agreements, you can organize and train yourself and your staff to meet your customers' desires. Also, periodically survey your customers to find out what they really expect from you.
Reliability implies accountability in the event of problems.
A company's attitude toward its web customers shows in how hard or easy it is to get an answer to a tough question. This can only be solved by training the individual staff members to be more responsive to customers. Visitors will soon leave if no one can figure out what your business is about. Don't forget about all the slower computers and modems out there that can't download at top speed. Something an autoresponder cannot give is empathy.