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dllh 's review for:
There was a lot of good information in this book, though it wound up being a bit drier than I had expected after reading the first few pages. It's obviously not for everybody. I'd recommend it for most anybody who's in the position of trying to figure out how to make products easier to use and support. I don't think I'm likely to run out and insist that my company shift its quality metrics to a Customer Effort Score system (what the book touts), but there were many things in the book that did make me think "we should do that."