Haute Lumière
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Every published page in the house, and every book on the shelf — 393 volumes and 44,688 passages of it — and every result is a passage that opens where it was written.
4 passages from 2 volumes
Earned
10. Promises a Machine Has to Keep
The strongest case for sacrifice suggests that customers can distinguish between marketing posture and actual revenue forfeiture, granting deeper loyalty; the strongest case against aligned interest notes that any trust tied to business model alignment collapses the moment alignment breaks, and the framework inverts when alignment becomes indistinguishable from compliance theater, as the company maintains the
Earned
11. Counting an Asset Nobody Books
The move: build every trust indicator as an adversarial pair, and rotate a third of your panel every year.
The House
Everyone says they put customers first, which is exactly why nobody believes it
In August 1991 Warren Buffett took over as interim chairman of Salomon Brothers in the middle of a scandal with a realistic chance of ending the firm.
The House
Most designs assume one kind of mind, and quietly serve only the people who have it
Personas, empathy interviews, ethnographic research, maps of the path a person takes through a product, accessibility standards, inclusive design principles — these are genuine advances, and nothing in this argument asks anyone to give them up.