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Posts Tagged ‘steve jobs’
Apple iPhone 4 flaws and reputation damage
July 22, 2010 | 
Author As Apple Inc strives to pacify the irate customers over the antennagate fiasco, its shares have tumbled to an all time low and online consumer polls show a swinging brand loyalty among its users. Apple would be wary of the media headlines that talk about the antenna flaws even today as it might result in a dip in its future sale figures. In a Reuters online poll, 56 percent people opined that the controversy made them less likely to buy an iPhone. Ever since the complaints started trickling in, Apple has so far lost about $16 billion in market value.
Meanwhile, an extensive 90-minute news conference held by Apple’s chief executive has helped to fix the public relations damage to some extent, though much remains to be done to resolve the issue . The press conference of Apple CEO Steve Jobs that came as a surprise to many customers and investors did not touch upon the future course of action that Apple may take to sort out this mess, though it cleared the doubts of the users and redirected their attention to the positive aspects of this coveted brand.
The company said the media had blown the issue out of proportion, but offered free cases to consumers to help mitigate any signal strength problems.
Industry watchers are betting that despite all the odds like the pending lawsuits, poor reviews from Consumer Report and ever increasing user complaints, Apple might not be willing to initiate an embarrassing recall, which might be more damaging to its well earned reputation for quality products.
The wrap around antenna flaws of the hyped iPhone 4 had hit the headlines soon after the model was launched. So, Apple needs to come out with a proactive strategy in identifying and finding a permanent solution to this issue as any delay could prove detrimental to the establishment of iPhone 4 brand in the market. Apple has initiated quick fix methods like offering free protective cases for the users to offset the signal problem, till it comes up with a permanent solution. It is indeed a race against the clock for Apple as it has to move past the issue quickly to ensure its brand protection before it snowballs into a major scandal.
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Posted in Company Reputation, Damage Limitation | 
Tags: antenna flaws, Apple iPhone 4, brand image, reputation, steve jobs | 
3 Comments »
Apple’s iPhone 4 Antenna Fiasco
You bought an Apple iPhone 4 and now you walk into one of their stores and say “My iPhone doesn’t work when I hold it in my left hand on the corner of that street.” Pat comes the reply, “Don’t hold it in your left hand and avoid going to that part of the street. That leaves you with the only option, hold your iPhone as suggested by Apple.
The antenna misery of the iPhone 4 has enraged many customers, but denial mode seems to be the norm in Apple camp. Steve Jobs’ rather arrogant response seems he is asking customers to think if calling and receiving calls on their iPhone is really important. Another taunting tone from Apple is like ‘We are working on it.” so chill down relax, enjoy your holidays it’s just a phone and not a big deal.
Steve needs to analyze why every time Apple introduces a new product, it results in more pissed-off customers. Look at the billions you spend only to develop some kind of crap or you think customers are stupid, and they don’t know to hold the iPhone?
As always it’s clear, Apple’s handling of this antenna thing is awful, it reminds me of how Steve handled his illness. If Apple’s customers unite and force them to fix the issue will that look good for the company?
Reputation Management For.com- conducted reputation survey on Google top 20 searches only to find Apple’s Reputation Ranking in a poor picture. Steve needs to wake up and smell the coffee, you messed up the whole issue by not respecting your customers. Though you are one of the few who never admits when you are wrong, this time it’s serious. Face it, tender an apology! Ensure your customers that you will do whatever needed to address customer worries.
Apple’s cart upset, again!
Apple is always cocky about its products, but the general feeling is it often overlooks the feedback and takes a beating on its reputation. Till Steve Jobs appears on TV to explain that all’s well!
In the News now is Apple’s application approval process, which is giving it a bad name. Users have no idea what is in store once they send an application to Apple for approval. With customers having more options online to publish their woes about the application, Apple seems to be getting entangled in world of bad products.
Nothing damages a company’s reputation like bad press. People in groups get connected on forums and social sites to discuss the issue or otherwise let the company know what their product is all about and the issue gets swollen.
As online reputation managers, what would we suggest?
That Apple needs to get into the damage control mode and ensure its customer that the application works according to customers expectation. Secondly to improve the current process by publishing additional reviews. Finally chalk out clear ways that could positively escalate the issue on social forums, and put across Apple’s view.
Hope Apple realizes that it takes time to recover from a bad reputation. And it’s not good to keep the customers guessing.
Posted in Bad Press, Company Reputation | Tags: Apple, apple application approval system, gadget news, HMGT, mark scott, mobile applications, steve jobs | No Comments »