Ultimately, users visit your website for its content. Everything else is just the backdrop.

The more users' expectations prove right, the more they will feel in control of the system and the more they will like it.

...the book is a manifesto to make the Web atone for the sins of computers and regain a level of simplicity that can put humanity at peace with its tools once again.

A bad website is like a grumpy salesperson.

People have to want to change before there's any chance of helping them do so.

Windows '98 is so similar to Windows '95 because Apple hasn't invented anything worth copying since 1995.

On the Internet, it's survival of the easiest.... Give users a good experience and they're apt to turn into frequent and loyal customers. But ... it's easy to turn to another supplier in the face of even a minor hiccup. Only if a site is extremely easy to use will anybody bother staying around.