“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.” - Jakob Nielsen in Information Architecture for the World Wide Web by Louis Rosenfeld & Peter Morville

Make sure you pick up Information Architecture for the World Wide Web if you’re an information architect or are interested in information architecture.

“We can’t forget that customers don’t view a company in terms of silos or business units. They couldn’t care less about how an organization is structured. What they want is an intuitive experience that draws them into an experience that excites their senses.” - Judy McLeish

Quote submitted by Judy McLeish of McDaniel Partners

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“Being customer focused is not some ‘nice thing to do.’ Customer focus is about hard-edged business. Customers are hugely impatient on the Web. They don’t need to hang around a website that is not directly focused on them. Customer focus is the beginning, middle and end of a successful web strategy.” - Gerry McGovern

Read UIE’s interview with Gerry McGovern, “The Importance of a Customer-Centric Design Approach,” here

“Your customers are not you. They don’t look like you, they don’t think like you, they don’t do the things that you do, they don’t have your expectations or assumptions. If they did, they wouldn’t be your customers; they’d be your competitors.” - Mike Kuniavsky of Adaptive Path

“Ultimately, by incorporating your brand into people’s everyday lives, you are given an amazing opportunity to drive home the message that your company is not just routine, but exceptional” - The Starbucks Experience by Joseph A. Michelli

Check out the book The Starbucks Experience. I highly recommend it as an example of a company that focuses on excellent customer experiences.