What Does a Questionnaire Tell You?

Recently I had an e-mail from Apple asking if I would like to complete a questionnaire about my satisfaction with their products and services. As a recent Apple convert  I clicked yes and was quickly asked to tick my age range.

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Customer Loyalty and Advocacy: What Can We Learn From Jonathan Ive and Zappos?

In a recent post on CustomerThink, Bob Thompson shared his experience with AT&T and Colin Shaw made the following comment:

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Apple Loses A Customer

I know I’m dim, and I know that customers suffer glitches with every tech brand so my complaint isn’t news. But I want to explore it in the broader scheme of brand integrity and business strategy.

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10 Things You Can Learn From the Apple Store

My friend, Carmine Gallo, has written a book called The Apple Experience: Secrets to Building Insanely Great Customer Loyalty. The Apple Store is the most profitable retailer in America, generating an average of $5,600 per square foot and attracting more than 20,000 visitors a week.

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12 Reasons Why the Apple Design Process Is Nothing Special

You would probably have caught wind of Sir Jony Ive’s rare interview with the London Evening Standard by now. I was not planning to blog about this as I figured that this would just become a pointless re-post. Except something dawned on me as I read the post. My suspicions that Apple’s Design Process is nothing special was confirmed!

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Steve Jobs on Brand-Building

On the eve of a special Apple event, it seems the allure of the Apple brand is as strong as ever. “We have something you really have to see. And touch,” declares the invitation to the March 7th media event. Quite a buzz has been building up!

I don’t know if tomorrow’s announcement will impress or disappoint – nor do I know how long Apple will continue to rock our world.

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Apple’s Inconsistent Aesthetics

James Higgs writes an interesting article about the inconsistencies of Apple’s aesthetics. In one corner you have Apple’s sublime and minimal industrial design where every corner or radii has been considered.

These devices have become increasingly simple and pared down, even as the power contained in them has increased. There is very little, if anything, extraneous on the Magic Trackpad or the MacBook Air.

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Interactions Design Will Enable New Social and Cultural Behavior. How Do You Research These Emerging Behaviors and Their Implications?

Back from London and a very productive week. Many are still sadden by the loss of Steve Jobs. I quote Ginsberg: "I saw the best minds of my generation... angelheaded hipster raging or the ancient heavenly connection, in the machinery of night...". The world misses Steve Jobs.

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What I Learned from Steve Jobs

Many people have explained what one can learn from Steve Jobs. But few, if any, of these people have been inside the tent and experienced first hand what it was like to work with him. I don’t want any lessons to be lost or forgotten, so here is my list of the top twelve lessons that I learned from Steve Jobs.


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Steve Jobs, The Builder

I knew Steve, though by no means well. I ran the Apple PR account for Paul Bergevin in Edelman's Palo Alto office in the late 90s. Those were the days of the first iMac, a novel tool to search for files and things on the web called Sherlock (pre-loaded in OS 8.5), and the Think Different ad campaign.

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