Why would Google be so blasé? One big reason is that Apple’s users pay nothing for the app. And, because users pay nothing, Google can ignore those users’ suffering while relishing the sight of Apple embarrassing itself.
To fully understand what’s going on here, it is essentiall to understand the difference between customers and users (aka consumers). Customers pay. By not paying, and functioning only as a user, you have little if any economic leverage. Worse, you’re the product being sold to the actual customers, which are advertisers.
This Google vs. Apple thing reminds me of my days in commercial broadcasting. There too consumers and customers were different populations. Consumers were listeners and viewers whose ears and eyeballs were sold to advertisers, who were the real customers. Listeners and viewers had no leverage when a station or a network got in the mood to kill a format, or a show. We’re in the same spot here, at least in respect to Google.
[Doc… dead on as usual. “Data wants to be free, but value wants to be paid for. Let us pay. We’re the damed market. Let us help you work out the kinks in your products. Develop real relationships with us, and provide real customer support that’s worth what we pay for it.” Google has shown zero interest in this to date. And has had the worst customer experience from that perspective of almost any company.]
Source: Doc Searls Weblog