Executive Summary (This is a document excerpt)

Web site design case studies, articles, and consulting projects provide irrefutable evidence that companies that fix known usability problems — like those in Forrester's Web Site Review methodology — see a boost in site success metrics. Customer experience professionals should use these success stories to prove to peers and executives that the time and money it takes to fix common usability issues is well spent and use other companies' results as a baseline for estimating their own success.

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