Creating The Great Divide

Recently I've been concerned about the types of topics here. So like the annoying bastard I am, I've created a new blog and moved all the prissy, "isn't technology neat' stuff over there.
So to be clear, if you want to read me whining on about shit, stay here. If you want to read more 'professional' topics go there, if you want to read my ongoing commentary, you can see it here. Entertaining douchebaggery is here and how I am destroying my house and pissing my wife off is here.
Thanks for your attention, now can someone give me a topic to have an opinion on?

The Rules of Customer Experience I learned this week

Preface: This isn't my egotistical set of truths, there are many better qualified people out there who can tell you some real rules about Customer Experience. However, this is what I learned this week.

Rule 1. A Customer is anyone who gains value out of using your service, free or otherwise
Rule 2. Never do anything to reduce or impact the value the Customer gains from your service without first engaging or advising of the change and why it needs to happen
Rule 3. If you are going to break Rule 2, attempt to come up with an Alternative method of delivering the value to the Customer.

Perhaps I will add more as I see them, but for now these have been inspired by this weeks #twitterfail episode known as #fixreplies

Twitter Broke Rule 2 without providing Rule 3. Various people thought that wasn't a problem, but there were enough people who it affected to think otherwise. We are a creative bunch, so we would have worked around the lack of a Rule 3 (It didn't take long), but the breaking of Rule 2 was unforgiveable, despite the whining of paid bloggers on large sites, who JUST DON'T GET THE DEFINITION OF A CUSTOMER

I'll add more once I dissect my notes from #cebit