The argument that customers are demanding lower quality products only makes sense if they have a choice. That isn't really the case (not without a lot of rhetorical contortions, anyhow).
When the iPod first appeared, customers did not see its enclosed battery as desirable. They put up with it. Soon enough, no batteries are replaceable.
Few car buyers wanted touch screen controls, but the entire auto industry transitioned to them, almost at once. Customers put up with them.
The problem is not that companies focus on customers and reluctantly provide crappy products. The problem is that customer focus died shortly after the year 2000.
When the iPod first appeared, customers did not see its enclosed battery as desirable. They put up with it. Soon enough, no batteries are replaceable.
Few car buyers wanted touch screen controls, but the entire auto industry transitioned to them, almost at once. Customers put up with them.
The problem is not that companies focus on customers and reluctantly provide crappy products. The problem is that customer focus died shortly after the year 2000.