In the marketplace, design is your greatest differentiator once everything becomes comparable in terms of technology and quality.

Designing a website can be a bit like being a kid and inheriting a sweetshop. It's easy to get carried away. There are so many choices. A website can be like an attic that never fills up. Space is not the problem. Attention is.

Beauty is highly desirable but simplicity and usefulness are the overwhelming fashion of our age. Just because it's beautiful does not mean it's useful.

How do we professionally manage content? We don’t. We shouldn’t manage content in the same way that we shouldn’t manage technology. Content and technology are merely a means to an end. What is the end? The end is the task the customer wishes to complete. That is what we should manage.

The customer demands simplicity, that organizations organize around them. Easy to use is a customer tsunami ripping across the world. Ease of use and simplicity must now be at the heart of organizational strategy.