David Armano, the guy who writes the Logic + Emotion blog, was kind enough to write the foreword to my new book, Designing the Digital Experience: How to Use Experience Design Tools & Techniques to Build Websites Customers Love.
Want to see a sample of it? Here’s one paragraph: “So if you went out and bought this book, you’re heading in the right direction. The reason why social networks are such a big deal these days is that they act as both the great equalizer and amplifier. Customers who have a crappy experience with a company’s products or services now have a virtual arsenal of communication methods to be heard. Often times the search engine’s powerful algorithms (Google) finds their content and links to their complaints. When a certain “power consumer” couldn’t cancel his AOL account despite several pleas with the voice on the other end of the phone, he decided to take matters into his own hands and record the horrendous experience. What resulted was a PR nightmare for AOL that started online, gained momentum and was quickly reported on several national news stations. What starts digital becomes something much bigger, and it all starts with an experience.”
David has a bit more on his blog … so this is still a teaser – you’ll need to get the book to read the rest!