See also resent thread about Zappo where there was lots of talk about customer service. I think a solution would be that designers and engineers should have as

See also resent thread about Zappo where there was lots of talk about customer service. I think a solution would be that designers and engineers should have as part of their job to sit in customer service to support their products. Preferably for weeks on end to learn from their customers. Otherwise they will continue to produce bad solutions. https://news.ycombinator.com/item?id=24268522 https://news.ycombinator.com/item?id=24268522