"Our DNA is as a consumer company - for that individual customer who's voting thumbs up or thumbs down. That's who we think about. And we think that our job is to take responsibility for the complete user experience. And if it's not up to par, it's our fault, plain and simply"
About this Quote
Apple’s self-mythology is packed into this little burst of managerial absolutism: “DNA,” “voting,” “complete,” “fault.” Jobs isn’t just describing a customer-centric philosophy; he’s laying down a moral logic for product-making in the age of mass tech. The consumer isn’t a focus group or a market segment. They’re a lone juror issuing an instant verdict: thumbs up, thumbs down. That gladiatorial image turns every interaction into a referendum, which is exactly the psychological frame Apple has long thrived on: products as personal judgments, not mere tools.
The subtext is control. “Complete user experience” sounds empathetic, but it’s also an argument for vertical integration, walled gardens, and the ruthless pruning of options. If you’re responsible for the whole experience, you get to own the whole stack: hardware, software, services, even the rules of how people are allowed to use the thing they bought. Jobs recasts limitation as care.
Context matters: this is the Jobs-era answer to an industry that historically offloaded blame. PCs were a shell game of vendors, drivers, and third-party cruft, where failure was always someone else’s problem. Jobs turns that chaos into a competitive weapon: if it breaks, it’s on us, which implies it will work because we can’t afford it not to.
“Plain and simply” is the closer, a rhetorical slam dunk meant to sound humble while enforcing a standard no committee can water down. It’s not softness; it’s accountability as a branding strategy.
The subtext is control. “Complete user experience” sounds empathetic, but it’s also an argument for vertical integration, walled gardens, and the ruthless pruning of options. If you’re responsible for the whole experience, you get to own the whole stack: hardware, software, services, even the rules of how people are allowed to use the thing they bought. Jobs recasts limitation as care.
Context matters: this is the Jobs-era answer to an industry that historically offloaded blame. PCs were a shell game of vendors, drivers, and third-party cruft, where failure was always someone else’s problem. Jobs turns that chaos into a competitive weapon: if it breaks, it’s on us, which implies it will work because we can’t afford it not to.
“Plain and simply” is the closer, a rhetorical slam dunk meant to sound humble while enforcing a standard no committee can water down. It’s not softness; it’s accountability as a branding strategy.
Quote Details
| Topic | Customer Service |
|---|---|
| Source | Help us find the source |
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