"Let's take the whole damn ad/marketing budget and move it over to product manuals and support. Let's put our money where our users are. If we're in it for the short term, then sure--it makes sense to do everything to get a new user, while doing as little as possible once we've got them. But if we're really in it for the long haul--for customer retention and loyal users--then shouldn't we be using all that graphic design and pro writing talent for the people we care about the most? Our users?"

This passage is relative to design because part of the design process is user friendliness. You can draw users into marketing all you want but if the product doesn't work the way they thought it would then they are never going to buy from you again. and you can also draw users into buying a product with glossy brochures but if when they get the product and the manual is not clear enough for them to figure it out, then they aren't likely to purchase another product from you either.

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