Four years ago this Monday, I redesigned my website. I haven’t done anything since then. Yeah, It’s way past time for a website refresh.
Company image is really your customer’s perception of you. If they suspect you of dishonesty after dealing with poor usability, your image has been lowered.
Honestly, I don’t know if was Sprint’s online customer service that put in a note for me to get my battery replaced, or if it was the representative at the Sprint store who saw an opportunity to turn an unhappy customer into a happy one, but it worked. Just two days after writing a bad review, I’m now writing a good one.