Thursday, July 15, 2010

Apple has a problem

Unless you've been living under a rock, you are probably aware of the fact that there is a lot of chatter out there about Apple's iPhone 4 antenna and how touching it will cause changes in reception.   Now it's coming out that Jobs was warned by an engineer early on.  If you're really interested in the issue, there was a great discussion of the topic on a recent This Week in Tech (TWiT).

The first thing I would like to say about this whole mess is that your business has a problem if your customers say that is a problem.  What this means for brands/companies/people is that you don't get to decide if something is a problem or not.  The longer you let the customer define the problems with your business without addressing them, the harder it is going to be to fix the damage to your brand later.  Worse, these problems begin to be noticed by one of the most important groups of people out there: your prospects.

Apple seems to be reluctant to address this "issue" as a problem.  Jobs even said that people are holding the phone wrong.

To be clear on how I feel about Apple: great products, bad attitude.  I love my 3GS and am anxious to get an iPad and upgrade to and iPhone4 but Apple's attitude is ridiculous.

This is for sure to be one of the big crisis/issue management cases of 2010 and I'm having a blast watching it all unfold.

Sure, they are breaking all sorts of sales records with the product but what do you think all of the chatter is doing to the minds of potential iPhone customers?

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