“1 – Make sure each team member clearly understands the underlying business case for the user experience, and the measures of success. 2 – Executives and managers should set the standard for “customer-centric” behavior. 3 – Hire only team members who are driven to develop the best customer experience – for the customer. 4 – Make ongoing conversation about user experience a part of the company culture. 5 – Be fluent in the analysis of customer experience data. 6 – Understand the impact of integration – or lack thereof – on the user experience. 7 – Encourage team members to continually learn about new techniques, practices and technologies to enhance their skills in developing better customer experiences.” (Karen Donoghue in Built for Use) – courtesy of elegant hack