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In a report out earlier this year Forrester Research predicted that by 2014 over half of all consumer purchases in the US will be made online or informed by online research. What impact will that have on process and operational excellence? In this Process Perspectives, Aaron Shapiro, author of a new book out called USERS NOT CUSTOMERS: Who Really Determines the Success of Your Business? argues that the most critical driver of success in this digital marketplace is something he terms useability excellence. In this podcast, Shapiro defines what useability excellence looks like, discusses examples of companies that are doing it well, and lists his top five digital pet peeves.