The purpose of The Five Essentials of Customer Experience Management is to offer a fresh perspective about online customer experience— the individual experiences of hundreds, thousands, or even millions of unique customers. Through this guide, we challenged you to consider:

• How to detect the Web errors that cost your business millions in lost revenues

• Why visibility into every online transaction is the key to managing the customer experience

• What your customers expect from their online experiences—and how to deliver it every time

And as this guide illustrates, online customer messages are powerful. They impact your profitability, customer loyalty, and brand equity. You cannot afford to ignore them.