I firmly believe that one of the reasons Apple has enjoyed such generally excellent customer satisfaction ratings over the years is that the company usually delivers an excellent device or solution, then builds on it, giving customers new features and functionality. When it works right, it can create a snowball effect of functionality that continues to build. On the downside, what happens when that snowball crashes into an immovable object? In the case of Apple, the snowball doesn’t really explode, but it can come to a shuddering stop.
