"What if we stopped making the docs we give away for free SO much nicer than the ones the user paid for? What if instead of seducing potential users to buy, we seduced existing users to learn?"-- Kathy Sierra

To me, this is on the same page as customer service. If I already have your product, make me like it even more through manuals and service, so that I will become a life long customer and refer all my friends and family. The newest, trendiest car may have free, flashy brochures, but they often die young. Why are classics classic?

A lot of it has to do with how happy the consumer is. I love the notion of keeping current customers happy.

Its kind of like college. Sure the shiny, propaganda, mailings make any institution seem fabulous. But, if the college is not what it looks like to be on paper, then potential students will not enroll or transfer. if the same energy of enticing a student to a school was put into making the student happy, a lot less negative actions would take place on campus.

This text is a link Kathy Sierra's blog.