When you get right down to it, your web site is just another extension or variation on your actual hospitality property. Visitors must be able to easily navigate their way through your site and find what they are looking for. As with any hotel, make it difficult to find the front desk and you'll probably never get too many guests making a reservation. Visitors must be able to easily access information about rooms, rates and amenities and they don't want to be kept waiting - again, no different than if they were in your lobby and could not find the front desk. Hit the mark in these key areas and most likely you will provide your web site visitors with a satisfying and positive web site experience - one that will encourage repeat visits and build loyalty. Miss on any one of these key web site customer experience criteria and you run the risk of not only encouraging visitors to abandon their visit, but you can also do potential harm and damage to your brand and the loyalty and positive goodwill you've invested in the bricks and mortar world.

Good web site design is all about creating a positive customer experience ...