Another great post by Kathy Sierra called “How We Treat Customers – Before and After they Buy our Product” includes this picture which sums it up:
I really like her idea of having Marketing do the support materials, like they’re still trying to sell the product, which of course, you are. Constantly.
The good experience shouldn’t stop the moment they hand their money over.
[Edit] > I said “still trying to sell the product” when what I really meant was still trying to give the best experience possible. The point being, we all tend to focus on good experience pre-sale, and ignore the post-sale experience.
