“Companies with disdain for their customers provide bad service and poor user experiences. If an organization is just starting to think about customer experience, it’s a sign they have also just started thinking about any kind of experience design – customer or user experience. You might be able to help them, but you’ll be launching a culture-change initiative as much as a product-design initiative. Be prepared. Culture change is hard stuff.”

(Jon Innes a.k.a. @innes_jon ~ UXmatters)