The author starts out the chapter with a story about a time when she was about to board a plane when she found out that the airline was going through a strike and when she searched the website, there was no trace of it to be found. Keeping things current is extremely important especially when changes are experienced.
Sometimes a single mistake is all it takes to make the user leave the page in anger.
The author calls the amount of patience a user has 'goodwill' and lists multiple ways to lose and regain the goodwill.
http://www.techradar.com/news/internet/the-web-designer-s-guide-to-user-experience-658868
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