Christopher Lueg (2003).
Total Customer Exclusion

Workshop Exploring the Total Customer Experience: Usability Evaluations of (B2C) E-Commerce Environments at INTERACT2003, 2 September 2003, Zurich, Switzerland.

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Frequent users of the web experience far too often TCEx (Total Customer Exclusion) instead of TCE (Total Customer Experience). Major companies exclude prospective -and existing- customers simply because these customers dare using the "wrong" web browser when accessing their web sites. Pervading the idea of the web as a platform-independent browsing environment commercial sites incorporate programming features that are only supported by certain proprietary and non-portable internet browsers. In this paper we look at a few popular commercial web sites and reflect on our experiences accessing these sites using a popular browser different from the alleged market leader.

revised 24 October 2003