So Steve Jobs is insulted and instead of going spider monkey on the guy he thoughtfully responds. He admits that you can please some people some of the time but you can’t please all people all of the time. He admitted mistakes but said his hard working and heavily recruited staff was working through them. It’s what happens when you work toward effecting change. He then went on to layout his and Apple’s vision. “You’ve got to start with the customer experience and work backwards for the technology,” said Jobs.
In the early 2000s I worked at a telecom and our vision was, if you build it they will come. Well, the customers didn’t come to our newly built network. Instead our company lost money as the telecom boom busted. Our company went into bankruptcy. We changed our vision and scaled the network back. We took a risk and learned from our mistakes. Who hasn’t been there. That is apart of the human experience.
Jobs controlled the communication. He took a bad comment and used it to humanize himself. He basically said that mistakes had been made, but that’s what happens when you make decisions that effect change.
Indisputably Apple has effected a great amount of change. I believe it’s focused towards it’s customer experience. I’m biased though, I can’t wait for the Iphone 5.