zett - 6:59 pm on Sep 21, 2009 (gmt 0)

A good user experience is the KEY to a good shopping experience.

Just this Friday I wanted to order a high-end PC ($3000) from an online dealer in my state.

1. I HAD to register to make a purchase. I couldn't do without. #*$!?
2. The registration failed, because the JavaScript did not like my mail address (which has been working for 5+ years).
3. I emailed the shop owner, trying to place an order directly. He replied by "could you send some screenshots".
4. I emailed screenshots. He replied that "after talking to the web designer, the problem should be fixed now".
5. Indeed, the shop accepted my mail address now. I hit OK, and the shop said "you'll get an order confirmation soon".
6. The order confirmation never came.
7. After a few hours I inquired by mail whether the order had reached them.
8. "The time between the clicks was too long, and the Cookie storing the information lost the configuration. Could you please do the entire process again?"
9. No.

A customer who would have done $3000 in revenue lost due to a bad shopping cart.