How To Build Simple, Complex Software

Judging from the response I got from yesterday's blog posting about customer-centric design - I thought I'd do a more practical follow-up. The feedback that I got went something like this: "Yeah, well, ok - but how do we accomplish customer-centric design (in processes as well as our software)?".

Customer Centered Software Design

What would it be like if software companies acted more like Zappos (the customer-centric online clothing and shoe store) - and less like... well... software companies? Zappos was renowned for their free shipping and their absolute focus on making sure the customer was happy. They allowed (even encouraged) you to buy 3 or 4 sizes of shoes (or pants or whatever), try them on in your own home, and they would pay the shipping for the stuff you wanted to return.