Which way is up? Or a new approach to customers; confuse and lose.

Promo for new Earth, Wind & Fire album, "Holiday", CBC Radio Website, December 16, 2014

Promo for new Earth, Wind & Fire album, "Holiday", CBC Radio Website, December 16, 2014 (Detail)

Earth, Wind & Fire is one of the most durable bands around. Together, in various incarnations, since 1969, the band has just released its 21st studio album, "Holiday".

Until December 23rd, listeners can stream the album from the CBC radio website, but there is a problem. The instructions say that the album can be streamed by "clicking on the player above". The problem is that the player is actually located below the text.

Yes, I know, another petty detail and why do I bother? All organizations need to realize that they are in the customer experience business. And if the customer has a rotten experience, then you run the risk of not having a business.