September 17, 2006

I'm Not Stupid, It's Still Broken

That phrase may also be the best insight into the customer experience we have heard in a while. Customers are never wrong, not because they hold onto the money end of the transaction, but because, if they are unable to use your product, what good is it? If your customers believe your website, design, interaction, or people are malfunctioning, then they are.

Yes, always.