32. What can we measure?
• Repeat visits from the same users
• Customer service calls
• Rate of new signups
• Problems on social media
33. Paul Ford
Why Wasn’t I Consulted?
The web is not... a publishing medium. The web is a customer
service medium. “Intense moderation” in a customer service
medium is what “editing” was for publishing.
37. Alan Cooper
“The pipeline to your corporate soul”