Defensive Design for the Web (04 Aug 2004)
After reading Defensive Design for the Web, I think of potential problems as places to learn more about the user and to make the site better. The page that hit me the hardest was about a customer relations study at a hotel. They actually found that visitors who had a problem that was nicely resolved rated the hotel higher than visitors who hadnít had a problem at all. Thatís a study that can give hope to us all. We can strive for a perfect Web site, but will never achieve it. Itís nice to know that we can build strong customer loyalty by using contingency design-and this book will help you do that.
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