Just read a post on Customer Experience Crossroads that's worth checking out. Seth Godin's hilarious talk on broken experiences is a must-see on Google video. If you watch it, please let me know what you think. We've all had broken experiences... this helps you understand why, and how you can fix things at your own workplace that are broken for your customers or visitors.
Technorati Tags: customer experience, Customer Experience Crossroads, Seth Godin