There are so many important points in this presentation that it’s hard to summarize. The key thing is that web users are real customers and don’t forget that when they visit your website they have objectives they expect your website to help them achieve.
Of course, that’s easy to say but not so easy to do. I’m sure my website could do with a lot of improvement!
Gerry really cuts to the chase. A lot of what he says is what customers have been saying for years and definitely a poke in the eye for all those corporations who try to shake-off needy customers by making it almost impossible to get hold of humans to help fix problems (not mentioning any anti-virus software or cellphone companies).
© Mike Ellison.