Another reason why Kathy Sierra is on my must-read list.
Bonus link: Olivier Blanchard riffs on the same theme. Tom Asacker picked out this bit
“The burger joint isn’t an amusement park. Most people’s morning commute isn’t the great arctic tundra.”
“Once the commercials are off the air and your customers realize that your burger wasn’t really all that great that the service sucked, that your car seat is kind of uncomfortable and that the windshield wipers are too noisy, what kind of relationship do you expect to have with them?”
