Looking quickly at your site, seems like there's a lot of different features, clicked on the forum link and found this:
http://www.cryptoxchange.com/boards/topic/11/bad-customer-serviceIf that's a legit customer concern, it's odd it haven't been adressed for 21 days by you.
IMO, what the bitcoin community needs are services that are serious and that reply swiftly to customers with real solutions.
If you don't intend to watch over your forum, then don't put up one.
Sorry if this seems a bit harsh, as I'm sure you have a lot of good things going on, but customer service really is paramount to grow a successfull business. It strikes me as a little bit odd that you come on here asking what you can do to attract more customers, while I'd reckon the most important thing would be to take care of existing customers first.
Also I have a question for you: How many people are behind the exchange, seems like you have a lot of options and features, and if there's only two (?) people working on it, isn't that a bit too few ? Esp. for keeping up with customer service and everything.
Could you perhaps give a list of everyone working for the exchange, and a brief background of those ? Not necessarily full names if you don't want to disclose that, but it would be interesting knowing how big your team is, and how much resources you've dedicated to every aspect of your business.
And of course, since you've already been in business for 15 years with a successfull company, you know that in the long run it's patience and quality services that brings in more customers. So don't rush it. If you're promising and delivering on your promises, people will notice and switch to your exchange.
But be late on payments and customer requests, and you will be nothing but one of many troubbled exchanges.
The issue was a cash deposit in which there were no reference ID's (In which the clients issue was resolved very quickly). We have stopped any cash deposit's via our system, and any cash deposit's in the USA are to be made via BitInstant.
We have more than Two people working on the exchange, and all support emails and requests are attended to very quickly, our Deposit system is fully automated and works very well. We do have more staff that have started in various areas. The onsite forum we will take your advice and remove as this forum is where everyone seems to most actively post. We would like to note again, the clients issue was resolved quickly, however some one had not replied to it however the issue was resolved via Live Support with the client.
The only problems we have had have been with the cash deposit's with BOA, which we specifically have asked clients to use BitInstant for this and our banking system for Internet transfers for the reference.
Thank you for your input, however every issue raised here we already are providing, and growing at a rapid rate.