"Good experiences are also channel-blind: my perception of the company builds up from all my contacts with it, whether by phone, on the web, or in person. If I like the web site but when I call the company I feel treated like scum, I’ll hate the company. My perception of the company (my experience of it) is the lower common denominator of the history of my interactions with them."
— From Usability Engineering to Experience Design : AntonellaPavese.com
