Found this article (via Digg) titled Why Features Don’t Matter Anymore: The New Laws of Digital Technology.   In the author’s words, “user experience (along with a strong brand, and clever marketing) is much more important for the success of a device then technical specifications.”  There is much to be learned here for all service providers as well, so I encourage you to read the entire article with that in mind.  Here are the author’s 10 fundamental rules (read the article for his explanation):

1) More features isn't better, it's worse.

2) You can't make things easier by adding to them.

3) Confusion is the ultimate deal-breaker.

4) Style matters

5) Only features that provide a good user experience will be used.

6) Any feature that requires learning will only be adopted by a small fraction of users.

7) Unused features are not only useless, they can slow you down and diminish ease of use.

8) Users do not want to think about technology: what really counts is what it does for them.

9) Forget about the killer feature. Welcome to the age of the killer user-experience.

10) Less is difficult, that's why less is more 

Technorati Tags: client+service, experience, marketing