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"Right or wrong, companies who care little about the design of a customer's experience are often thought to care little about its customers. Poor design encourages people to believe in a brand’s ham-handedness, in its cloth-eared reluctance to listen and respond. If openness, communication, and accountability are the bellwethers of clarity, then poor design is a smudge—a flaw that seems to hide rather than reveal." [kevin mattice via chris messina]
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