It’s always good to get straight forward tips on keeping the user front and centre in all business thinking.
IBM’s developerWorks has a good article on how to respond to usability complaints called
The cranky user: What’s with the attitude? If you have to deal with feedback on your site, this is worth a review. (I’m tempted to see how Peter “Cranky User” Seebach would respond to some harsh words about this article, but I couldn’t think of much to complain about!)