> From that point on, Steve would go on to spend lavishly on things that improved the experience, and he would reject—often brutally—any idea that diluted or harmed the experience. ...I’ll go out on a limb and say that uninvited advertising is not normally equated with a better customer experience. YES!!! SOO much of the Apple user experience has degraded due to this. I can't listen to my own music that I bought on t…
I very much doubt the execs understand how much they're damaging the brand for that little bit of extra revenue. Our entire societal system is based on increasing revenue (due to inflation). Until we measure, define, and value experience in nominal terms through data, most leaders won't care because it will remain an estimate against hard data.
I disagree. They know exactly what they're doing. Executives get paid and promoted based on quarterly profitability, not long-term vision or a sustainable business model. By the time the damage from what they've done is apparent and felt, the execs responsible will have long since retired to a beach somewhere in the tropics, or taken a higher paying role at another company where they'll start the process anew.