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Customer Experience: How can we measure customer experience surrounding the launch of our website?
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Pamela Hazelton, Conversions, marketing, ecommerce and content. answered:

Aside from getting visitor feedback, usability testing can help catch a great many issues. When it comes to website usage, many visitors/customers might be able to tell you that something isn't right, but they may not be able to pinpoint what that "something" is. Usability analysts know what to look for and know how to spot pitfalls.

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