A lesson from Bank of America — Keeping a customer perspective

As an internet retailer, I have had to learn the hard way that our customers do not necessarily see our sites the way we see them. In fact, when we conduct usability studies, I am often shocked to find that what is very obvious to me escapes them completely.

Does that make them stupid? Of course not. Their perspective is just different. In their eyes, the retailer is the one that is stupid.

This hit home to me this week in a confrontation I had with Bank of America. I had one of those 0% teaser rates and set up the account online to deduct the minimum each month. The day the teaser rate expired, I paid off the account in full and closed the account.