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.

The web is the ultimate customer-empowering environment. He or she who clicks the mouse gets to decide everything. It is so easy to go elsewhere; all the competitors in the world are but a mouseclick away.

A bad website is like a grumpy salesperson.

Good information architecture makes users less alienated and suppressed by technology. It simultaneously increases human satisfaction and your company's profits. Very few jobs allow you to do both at the same time, so enjoy.

Information Overload = "information pollution"

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

On the Web, all advantages are temporary, and you must keep innovating to stay ahead