Ken Segall’s view on Bendgate, Bendghazi, and the art of slamming Apple for fun and profit, and how Apple overcomes all the manufactured scandals.
Apple’s resilience isn’t a fluke, and it doesn’t result from some kind of mind control over sheeplike customers. It’s the result of a purposeful, wide-ranging effort that’s gone on for at least 15 years.
Building customer loyalty as Apple has done requires vision, talent, investment and determination.
For many companies, a Bendgate-style story could cause incalculable damage, whether or not it is based in fact.
Because it’s worked so hard to earn customers’ love, Apple has a built-in defense system. Stories like this may get millions of views — but they do virtually no long-term damage.