“Your business already has an information architecture. The structures that you use to interact with your customer on your _______, _______ and _________ (insert the stuff they have in place today, digital and physical) — are all reflecting your company through the information and services you are able to provide. If your information and services are clear and easy to understand, customers are happier. If either your information or services are out of date, not accurate, cluttered, buried, impossible to find or written in language that only makes sense to people that work within your organization, customers feel under appreciated and/or confused. Ultimately I have seen too many companies that have information architectures that aren’t serving them.”