Customer Satisfaction

MIT Sloan Management Review on The High Price of Customer Satisfaction: Customer satisfaction has become the most widely used metric in companies’ efforts to measure and manage customer loyalty. The assumption is simple and intuitive: Highly satisfied customers are good … Continue reading

Design vs. Art

Milton Glaser: Design is the process of going from an existing condition to a preferred one. Observe that there’s no relationship to art.

No Logo

One of the reasons why I like Apple products over others: There’s no logo. This is one of the things Apple does that everyone should copy but few do.

Not the Best Designers

Former senior designer at Apple, Mark Kawano on the myth of having the best designers: It’s actually the engineering culture, and the way the organization is structured to appreciate and support design. Everybody there is thinking about UX and design, … Continue reading

Delight

Kevin Roose on delight: “Delight” and “delightful” have become all-purpose marketing words in the tech world, trotted out to describe anything even marginally surprising or well made… For those of us who depend on companies like Amazon and Google to … Continue reading

Digital Malefactor

idleworm.com on the seizure of power by technocrats: No longer is the artwork on paper, it’s digital. Multiple versions can be saved. The image is on layers. Changes can be made for ‘free’ by any opinionated bumbleduff in a suit. … Continue reading