In humans, no great evolutionary leaps have occurred in the last 10 years, nor are they likely in the next 10. People are still driven by the same things that motivated them before the advent of the Internet. It is unlikely that people will change the way they think and behave just because your company has launched a new web site or service. A web site should be at least as useful as a business card - always include a telephone number Respond to all email and feedback within the same time as you would to a telephone message. Involving customers is simple, cost-effective and productive.
Testing is simple, effective and cheap.
Web sites, software and mobile telephones are not. File size is 178Kb.