Today more than ever, the success or failure of our digital enterprise rests on whether our customer has a good user experience. No one wants to use something that is difficult to use or unreliable, and most of us don’t want to use something unless the user experience is consistent. All too often, organizations expend all their energy into making their tool /application look good, be easy to use or making it have great functionality. What they forget is that performance, especially consistent performance, can be just as important. All these things rolled into one are what I call the convenience factors. It’s not a new concept and many brick-and-mortar companies have failed over the years because of this. If we go back a few years, we can see many examples of technology or companies succumbing from an original position of strength because they never took this perceived convenience/quality factor into account. Three examples: