In addition to profit, there are few other tenets in Capitalism, Jack,
such as competition and market economy. Except for the rare cases in
which a company is the only provider of a service or product, spitting
in the face of the people who pay for your services and products is
not the wisest thing to do in the long run.
I agree with you the we always need to make the business case for
customer satisfaction (except for a few companies that have made
customer happiness their cultural foundation). And that there are
other things in addition to usability and satisfaction that determine
customers' cost-benefit analysis and make them decide whether to adopt
a service or buy a product.
But if you worked for a company that routinely made its customer
unhappy, wouldn't you start to worry about your future?
On 10/26/06, jackbellis.com <jackbellis at hotmail.com> wrote:
> [Please voluntarily trim replies to include only relevant quoted material.] > > I can't take it anymore. I've tried to be politically correct, but I'm > incapable. I'm relableling this thread to what people really want to talk > about, "Snivelling about capitalism..." and automation. > > Why is everyone so offended that companies do everything they do to make > money? > > Businesses, with rare exceptions like Ben & Jerry's (who already have enough > money), ONLY want to maximize profits. (Before B&J got enough money to be > altruistic, I'll bet that was their top priority, too.) And contary to a > prior statement, I don't think companies genuinely care about maximizing > shareholder value; that is just a quarterly threat; they will constantly > screw shareholders given the chance to keep the money. > > Along the way, businesses offend people, alienate people, steal their money, > build bad interfaces, displace workers, disrupt lives, and learn how much > focus on short-term goals is too much. When they reach the breaking point, > they will among other concessions, make friendlier interfaces. It's called > capitalism. The alternative, Jeffrey Skilling notwithstanding, seems to be > Vladimir Putin. > > Any pretense that ACMs are for customer convenience or any other customer > value is silliness. Might companies believe that this particular business > tool ultimately returns customer value (for any number of reasons, such as > staying in business)? Certainly, but that's not what's going on. > > -Jack > > ----- Original Message ----- > From: "Gordon, Richard E." <RICHARD.E.GORDON at saic.com> > > > > In a very small academic study of a grocery store self-checkout I was > > part of several years ago, we found that they actually took longer on > > average and required much more effort on the part of the user. It is > > funny how we can be led to believe that doing the work ourselves is > > somehow more "convenient". > > ________________________________________________________________ > Welcome to the Interaction Design Association (IxDA)! > To post to this list ....... discuss at ixda.org > List Guidelines ............ http://listguide.ixda.org/ > List Help .................. http://listhelp.ixda.org/ > (Un)Subscription Options ... http://subscription-options.ixda.org/ > Announcements List ......... http://subscribe-announce.ixda.org/ > Questions .................. lists at ixda.org > Home ....................... http://ixda.org/ > Resource Library ........... http://resources.ixda.org >