“You’ll need to work extra hard to engage your customer, put her at ease, and encourage her to think aloud. And the technology presents another challenge. You don’t want to waste valuable time getting your video-conference software up and running, so practice ahead of time and send your customers a detailed how-to guide for connecting.” (page 256)
“Genuinely greet the user with excitement and warmth, as opposed to taking a formal, procedural tone. We say things like ‘Are you comfortable? Do you need anything before we start? Anything to drink? Take your time, I wish I could offer you something!’” —,