Instead of pushing products and services at customers with the attitude of “You take what we make!”, Apple and Amazon proceed from the view, “We are want to understand and solve your problems.
Why No Apple In The Food Industry? - Steve Denning - RETHINK - Forbes
Why is it that journalists always hold up Apple as a shining knight of consumer friendliness? While I don’t deny the author’s premise that Apple and other “transformational” “innovative” companies typically succeed by “delighting” their customers, I think it’s inaccurate to describe Apple as a shining example of flexibility and consumer mindedness.
At Apple, the iTunes store is decidedly designed to make money. In fact, MP3 players were not greatly successful until someone attached a money making business model to them. The entire user experience across Apple products are a “you take what we make!” proposition. No flash, broad Apple control third party applications, counter cultural design/UI decisions (single button mouse, the death of the scrollbar).
Yes, Apple is very good at understanding its customers’ needs, and much of its success can be attributed to resonance with consumers. But, Apple is an exception, not a model. It produces a superlative product and wins market share simply because more often than not its “innovative” choices are right. Apple deserves much credit, but I’m tired of journalists grasping for unrequited love and looking to Apple as a their knight in shining armor.
Source: blogs.forbes.com
