Is your site a conversation or a speech?

Do you talk with your customers? Or do you do as many organizations do and talk at them? Is your website a conversation or a speech?

In school, the best teachers I had talked with the students - engaged them in the conversation.

With my kids, it always seems more effective to sit them down, look them in the eye and explain something. Get the head nod or other affirmation that you were heard and understood. Yelling at them, while it sometimes makes me feel better, seems less effective.

Customers can be like children. If they think their opinion is not appreciated, if they think they are not being listened to, if they think they're being yelled at, they will ignore you and take their business elsewhere.