When we are interacting with a person who works for an organization and they let us down by behaving badly in some way, we can sometimes forgive them (depending on how our empathy meter is doing). We tend to think; everyone has bad days, they’re just doing there job, I wouldn’t want to do that job etc.
When we interact with a web site and it lets us down, by behaving badly, losing our information, asking us to register our home address when we just want to send an email etc. we find it had to forgive. Why? because we know that when a website totally disrespects our time, intelligence or needs its not just one person that let us down, but a whole team of people.
“The interaction a customer has with a web site is a very intimate interaction with an organizations brand, when it lets us down, the brand lets us down”
Interview with David Tames of innovationcatalyst.com
