> You can make more money from lifetime customers than you can one-time customers.

Exactly. And not only that, as TFAA did you may well get free advertisement to friends, family and the internet at large about how nice and human the experience was likely bringing in multiple lifetime customers.

That is why it is annoying that people used to say that the only reason Apple is popular is because of marketing. Apple does so many things well.

Yes, it's similar to how some people claim Android is just a cheap knock-off of iOS despite the obvious philosophical differences. There's always a very vocal minority that put so much ego into their tech choices that make it very unpleasant to try to have a public discussion about the pros and cons of various platforms.

Yeah, unfortunately, it's just tribalism, a natural human inclination. Much of the discussion space of the internet seems to be devoted to this same sort of investment = identity problem; "fanboyism" is a common label for it, but it stems from the human need for group identification, and is alas a very easy, though shallow, way to achieve it.

People say this? Apple's products are clearly well designed and engineered.

I think Samsung is doing phenomenally well because of marketing and getting the telecoms to push their phones hard (financial incentive?)

I'm not sure about this. I think Samsung is doing well because they have great products for fair prices, but I'm continually let down by their marketing. They could take a page from Apple in this dept.

Example: Their Smart TV can be controlled with your hand in the air! I've been dreaming of this since I was 5 back in the 80's and when I saw the commercial they put out the only thing I could think was 'meh'. Even when Apple does something incremental like the iPhone 5 their marketing still leaves you with a sense of awe.

To be fair, their smart tv's motion controls were pretty tetchy when I tried to use it (at a Best Buy, so clearly not the intended scenario, but at least a foreseeable one).

I've not had a chance to try it out, shame that it's not as good as it could be. All the more reason to market it effectively :)

> Shame that it's not as good as it could be.

This describes my thoughts on all Samsung phones... littered with half-working, buggy features that would not be put into production at any other company who's primary goal isn't to check off a slew of features.

There's a common refrain below the fold on tech websites that people who use Apple products, or even like them, have been brain washed by a mass marketing campaign and that's the only reason why. 'Sheeple', 'iSheep' etc are often thrown about. Mac fanboys don't get a reprieve on that, but in general there's a theme that Apple only does well because of marketing.

Like customer service such that customers perpetuate said marketing.

This is marketing.

[not trying to detract from your wider point]

"You can sheer a sheep many times but you can only skin it once."

Great point. Give your customers something of value and make sure it is what they need, not just what you want to sell them.

When people feel they have been treated fairly they will come back over and over. Not being taken advantage of as a consumer is such a unique experience that it will stick out in their mind!

Apple really gets that in their stores. too bad they also try to hold you with non-standard things and lock-in tactics.

maybe they now that too well.

But for people that research before reaching for the wallet, it's all the same.