Karl Long posted his new DMI article, Customer Loyalty and Experience Design in eBusiness: ‘I’ve tried to take the approach of connecting experience design to a business imperative, in this case customer loyalty…. This means some issues need to be addressed by the design early on before you start trying to collect more information or value, like usability and trust.‘
A great example of an article we need more of, from someone who groks design and can connect it with business issues.