L'idée
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Source : L'oeil de Mouche 
Usually, it s great when people are passionate, loyal users of a web service. You can count on them to visit, provide feedback, and keep the faith when you go through hard times and change things - they ve got a lot of forgiveness for your brand and service. New and casual users are trickier - they demand more in the way of stability and performance, weirdly (you d expect it would be the loyal users, though, wouldn t you?) and you have to work harder to earn and keep their trust.