It happens everyday.
Annoyances in websites that lead to frustrations that lead to abandonment that leads to using a competitor’s product or service. Fortunately for Cebu Pacific, Yuga shared the problem because for every person who complains, there are 26 who do not. Unfortunately for Cebu Pacific, they lost a customer because Yuga went to Philippine Airlines. (I wonder where the other 26 customers went.)
Website owners, managers, developers, and designers still don’t get it (or won’t accept the reality). They focus on the sizzle, not the steak. They are more concerned about brands (for whatever their definition is) instead of improving the online experience. They love thinking about Flash, JSP, .NET, and other things customers don’t care about. They spend more time on vision, mission, executive team, partners, and other self-congratulatory materials that were written to please the CEO and not the customers who visit the websites.
Homepage littered with advertisements.
Signup form that asks too many questions.
Flash introduction taking-up the whole screen.
Search function that returns a list of laptops when you tried “hard disk”.
“Object not found” message after you clicked the Pay button.
And many more websites that offer “a highly integrated seamless end-to-end solution to a future problem today.”