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Apple Battles Customers

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The latest furor around the iPhone is that some people who have “hacked” their iPhones are now left with “bricks” or non functioning iPhones due to a recent software update.

The problem is of course not that the iPhone is bad, or Apple is bad, or that the customers are bad, but it is putting Apple in a battle with its most passionate customers. The problem of course is people who have hacked and customized their iPhone are the people who would crawl over broken glass to get one, who have spent a lot more money, spent a lot more time customizing, and trying to use it outside of the box that Apple and AT&T has drawn.

As Saul Hansell says on the New York Times Bits blog

There is something futile about the way Apple appears to be fighting some of its most ardent fans, those who want to use the full capabilities of the iPhone.

Not to be too much of a Nokia fan boy but I must say this recent campaign for the Nseries devices and specifically the US version of the N95 is an inspired example of old school positioning, and the timing couldn’t be better.

n95

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Apple Battles Customers
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About Karl Long
Karl Long believes the experience is the marketing and social media is how customers share experience and has been blogging about it for several years. Karl's primary blog Experiencecurve lives at the intersection of marketing, social media, social software and remarkable customer experience. Karl holds an MBA in Design Management from the University of Westminster and is currently the Web/Social Media Integration Manger for the video game group at Nokia. Karl also writes about t-shirts at tcritic.com WebProNews Writer


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