Different


 
 

    

	   
	   

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Articles By This Author
    

  
  
  
      

        

    


	
	
 
      
       
Efficiency 

 	   
Customer efficiency directly correlates to satisfaction and advocacy, and is the most accurate indicator of future behavior.
 
	   
August 11, 2011

    


 
  

  

    


	
	
 
      
       
Being Predictable 

 	   
Meeting or matching user expectations, whether in an initial experience or a repeat one, relies on successfully matching the customer’s mental model.
 
	   
June 21, 2011