Normally I'd say that if a site does not make it easy to find what users want they're losing opportunities for conversion. On the other hand, I just spent an hour on a site I would have liked to get in and out of in five or ten minutes. I was exposed to information in a range of interesting services I didn't know existed.
If I thought I could find and compare info on those services there's a good chance I'd eventually be back to shop for more than originally considered. However, bad usability does not encourage a good expectation of customer support. I sit at "maybe," decision to be made based on if they respond to my email promptly and with real information.
What is your experience on the tipping point between increasing time on site and frustrating potential customers? What are good candidates for information that should not be too instantly available, or info that should always be a click away?
Edited by AbleReach, 25 February 2006 - 04:03 PM.