It’s all to easy to make grand claims, and then fail to follow through on them. A common example is to claim to offer fantastic support; who doesn’t want fantastic support? So many companies offer less than stellar customer service that, on the rare occasion an email is answered swiftly or competently first time around, it’s a cause of celebration.

The thing is, though, that if you fail to live up to your claims, your users won’t just be disappointed: they will be bitterly so.

Continue reading Extraordinary support? You’d better blow my mind.