> and deeply cared about the customer experience
I'm guessing you missed the whole Betamax thing?
That's tongue-in-cheek though. I think the Betamax experience is what motivated them to listen to consumers.
I'm guessing you missed the whole Betamax thing?
That's tongue-in-cheek though. I think the Betamax experience is what motivated them to listen to consumers.
[0] https://en.wikipedia.org/wiki/Sony_BMG_copy_protection_rootk...
Maybe it's related to the root-kit DRM, etc -- on looking back, maybe this reflected a mismatch of a company culture that was stuck in the hardware-focused customer experience (and where careful thought ended with the hardware), while the software was some add-on nuisance that would work itself out.
By the late 90s, Sony was such a huge company with so many competing interests that I'm surprised they didn't accidentally sue themselves during the digital music fiasco.
Of course we customers think image quality is important! Well, turns out, people are pretty cheap and were totally happy with sacrificing image quality of TV recordings in order to maximize the amount they could record on their, like, $20-in-1970s-money tape.