I remember a manager years ago talking about this concept of ‘customer delight’. It was as stupid then as it is now. Intuit (maker of Quicken) seems to think they have achieved it. I’ve got news for them. Nobody is ‘delighted’ to balance their checkbook unless they just won the Powerball! Nevertheless, they keep trying to sell me a new version every year with new features I don’t want or need. Hardly a ‘delightful’ experience. I pity the poor rank and file that have to pretend to drink this kool-aid.
Companies are getting excited
To think that we’ll all be delighted
By everyday tools
‘Cause management fools
Have their heads up a place that’s unlighted.