The customer is sometimes right: How Apple handles customer outcries

The customer is sometimes right.

“If I had asked people what they wanted, they would have said faster horses,” said Henry Ford. Like the automobile pioneer, Apple has long eschewed focus groups and popular opinion in determining how make its products insanely great, focusing instead on making its own design decisions without soliciting its customers’ prior approval. But even Apple and CEO Steve Jobs may not always know best. Sometimes, the company has revisited its decisions in light of

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