Customer Loyalty Cuts Both Ways
In terms of marketing, this was the original amateur hour—a company rep spending the least possible amount of time to brush off a once and future customer.
Like the Pentagon-Industrial Complex, Now Software and Apple care far more about adding bells and whistles to their products than caring for the needs and wants of long-term end users—sometimes referred to as "customers."
The Pentagon’s end users are the incredibly brave men and women who put their lives on the line with inferior equipment to protect John Wallace's and Steve Jobs' nerdy end-users like me.
Who Is John Wallace?
I went back to the new Now Web site and found the following:
As Chief Executive Officer of Now Software, John manages the development and design of all company products, including Now Up-to-Date & Contact, the #1 best-selling cross-platform Personal Information Management software.
John and Sheila Wallace are 1985 graduates of The Ohio State University (B.S. Computer and Information Science). Prior to forming Now Software, John and Sheila founded the Inc. 500-winning Power On Software, Inc. Both of the Wallaces have long careers in the IT industry: John spent his early years developing large-scale software systems, including ground systems for the Hubble Space Telescope; Sheila spent most of her early career implementing optimizing compilers for VLIW processors. In the early '90s, John and Sheila were also among the first third-party developers to work on the NeXT Computer, precursor to today's Mac OS X. John has a storied career in the Macintosh industry, developing such classics as WunderBar, TabMania, and DragonDrop for Ziff-Davis' ZDNet, SpeedCopy for Connectix' SpeedDoubler, and portions of the original Now Utilities product. At Power On, John developed the On Guard and ACTION WYSIWYG products. At Now Software, John and Sheila managed and participated in the development of the Now Up-to-Date & Contact 5 product.