Teaching customers a lesson / by Dan Lockton

Seth Godin talks about companies that try to teach their customers a lesson:

"Either you're going to make someone happy or you're not...

Here's the short version: If you try to teach a customer a lesson, you've just done two things: a. failed at teaching a lesson and b. lost a customer"

How does this relate to the "stick" approach to changing users' behaviour?

How does it relate to DRM, often presented as "keeping honest customers honest"?

If you're designing (planning) a user's experience (retail, product design, software, services), do you look on the user as the enemy, or the focus of your efforts?

(Trackback URI for Seth's post)