I think this was well said by Tom Krazit @ CNN about Apple:
“Its secretive nature creates a mystique around the company when the products are excellent, but that same communications strategy makes it appear aloof and indifferent when customers are angry over product glitches. (link)”
That is exactly how it works.
On a related note, Daniel Lyons (aka Fake Steve, now a retired blog btw) who recently moved from Forbes to Newsweek, writes that Steve Jobs is a monopolist at heart. Someone told him so. But I think it makes perfect sense. It’s the flip side of doing everything yourself so the results can be perfect. In marketing, Apple often uses the claim that it makes both the software and the hardware, and therefore they can offer a unique and smooth user experience. As long as their marketshare is small, this seems fantastic, but as they grow larger – and they do, now besting Google in market cap – they start to look more and more like a monopoly.
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