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Bringing it all together – the Apple customer experience
When I set out to write this book I did so with a slightly perverse determination that I would not use Apple as an example for anything. I felt it was lazy, or boring even; there are plenty of other businesses which offer fantastic customer experiences that we can learn from, yet don’t receive anywhere near the same level of coverage.
As a designer Apple are as much a curse as a blessing, owing to their inescapable influence. Design and client meetings are dominated by them, even if the industry itself has nothing to do with consumer electronics. When Apple released their ‘coverflow’ system for swishing through music artwork on the iPod every client I worked with started demanding ...
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