“Karma. Doing the ‘right thing.’ Thinking different. Apple’s enlightened approach to building customer loyalty is now famous, generating big headlines every time CEO Steve Jobs takes on Hollywood or the music industry. Attempts to raise iTunes prices? ‘Greedy.’ A fight with NBC over revenues? ‘Give peace a chance.’ That’s Apple, your socially-conscious corporate friend, who does right by you while standing up to big bullies — sort of like a character from a Pixar movie,” Jeremy Horwitz writes for iLounge.
“But over the past two weeks, Apple’s fans have been grumbling that the company they knew and loved is transforming into another Microsoft, making short-sighted, anti-consumer decisions and carelessly releasing products with user experience-diminishing problems. In response, an increasingly angry erosion of Apple’s brand loyalty is beginning, with complaints mounting all over the Internet, including on the company’s own discussion forums,” Horwitz writes.
Horwitz covers four of issues that are “still largely unresolved by Apple, and the extreme anger and disappointment that its customers have been expressing as a result.”
• Apple Breaks 2005-2007 Video Add-Ons: No Warning, Just Buy New Ones
• iTunes Store iPod Games: Buy Them Again for New iPods
• iPod touch Screen Problems: Deny Them, Charge Restocking Fees
• iPhone Ringtones: Pay Twice for Each Song; Forget Using Your Own
Full article here.
[Thanks to MacDailyNews Reader "Davecc" for the heads up.]
Apple’s decision makers would do well to post the following quote in prominent places where they will be reminded of it daily:
“Goodwill is the one and only asset that competition cannot undersell or destroy.” – Karl Ludwig Börne