Wow, that's very well said, especially your clarification of the
relationship dynamics between the website and the visitor.
Thanks,
Dave
Andrew Maben wrote:
If you go to the mall, would you be happier if every store you entered
assigned a staff member to accompany you so you don't "forget to come
back"? I don't think so. If you're looking for a specific item, you're
likely to be comparison shopping and perfectly capable of remembering
which store has what you want and finding your own way back. If you're
just browsing, then you'll remember stores that offer a pleasant
experience - friendly and helpful staff, selection and quality of
merchandise and ambiance - and will probably go back, even eventually
mke a purchse, perhaps become a regular customer. If the experience is
unpleasant - heavy handed sales techniques, poor quality, dingy
premeises - you're equally likely to remember, never to
return... Probably the two most insulting customer relations postures
are coercion and insulting the customer's intelligence.
Further, it's a misunderstanding of the dynamics of the relationship to
speak of users visiting your site. On the contrary, the user is
extending an invitation to your site to visit HER browser, on HER
computer, in HER home or workplace, so you (we) are beholden to the
highest standards of courtesy and respect, if you hope to be invited back.
Andrew
http://www.andrewmaben. <http://www.andrewmaben.com/>net
[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>
/"In a well designed user interface, the user should not
need //instructions."/
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