Customer Satisfaction

Woo hoo - this is the fifth post am making today! If you just 'see' around there's so much to write about. And this unofficial guide to creating passionate users has a good point on satisfying customers :

When widget A does not fit properly in widget B, that's a defect. When user Barry Porter cannot figure out how to do the basic thing he bought the software for, and he's frustrated and his job is at risk, that should provoke a more visceral reaction.

Six sigma, CMM, ISO or not, customer is king. The recent Dell Hell experience would show all that. And that too in the age of blogs, never underestimate your customer. Ignore her & you are soup, annoy him & you are dead!