> a culture change is needed to get everyone to care more about the customer I think they care a great deal, but arrogance (as so often) leads them to lack jud

> a culture change is needed to get everyone to care more about the customer I think they care a great deal, but arrogance (as so often) leads them to lack judgement. Their ‘care’ has become a patrician “we know what’s best” (cf. not permitting MacBook Pro customers to have real keyboards because wanky Ikeabot Jony Ive finds them messy).