- Customers should never be put in a position of 'getting used' to something - if that's the case someone didn't do their job
- Customer input and requirements are key to getting something right - the overwhelming cry about thread view implies Rivals didn't do this. Who saw the software before it was decided it was acceptable for launch?
- Customers shouldn't wake up one morning and be greeted with significant changes to a website. Where was the announcement and education about using new features?
