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"Am I an Apple bigot? No. I can critique their products and their customer service philosophy. But overall, they do better than any other player."
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"Some story appears in some newspaper that says that somebody said X, Y, and Z, and a customer says, I don't understand what they're talking about - we're running that product, we've been using it for five years, what are they talking about?"
"By continually pushing the message that we have the right to gratification now, consumerism at its most expansive encouraged a demand for fulfillment that could not so easily be contained by products."
"The first step in exceeding your customer's expectations is to know those expectations."
"Innovation comes from the producer - not from the customer."
"Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company."
"An artist is forced by others to paint out of his own free will."
"If I traveled to the end of the rainbow as Dame Fortune did intend, Murphy would be there to tell me the pot's at the other end."
"If you make the customer a promise... make sure you deliver it."
"They're pushing credit cards. They don't take Visa, but they do take American Express, or they don't take this one, but they take that one, or you'd better bring this one, or if you forget who you are, look on your credit card; it will be there."
Explore more quotes by Donald Norman
"The problem with emotion was that it was clearly something important, but-at least according to the old philosophy-it was something to overcome."
"I've been looking at the iPod- the Apple iPod. One of the interesting things about the iPod, one of the things that people love most about it is not the technology; it's the box it comes in."
"I believe that the Apple Shuffle is an excellent compromise among the conflicting requirements of simplicity, elegance, size, battery life, and function."
"Sure, one can always get the students to relax and be happy - entertained, but although being laid back and relax can also lead to creativity, mostly it means that nothing much gets done."
"AS for all those mistakes I make - they are on purpose - to teach you how to deal with them."
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