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

If your users have many questions, it's a failure of your primary site design. It becomes not so much customer support, as much as customer complaints.

Even the best designers produce successful products only if their designs solve the right problems. A wonderful interface to the wrong features will fail.

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

Designers are not users.

...pay attention to what users do, not what they say.

Diversity is power on the Web. Big sites may be bigger, but smaller sites will keep scoring higher for specialized topics, both in terms of their connections with users and in terms of each visit's commercial value.