The problem is that Microsoft isn’t Apple, and Microsoft’s customers aren’t Apple’s customers. They tried selling a more Apple-like attitude to their customers, most of whom don’t want and won’t tolerate an Apple-like attitude. That’s why they’re not Apple customers.
Microsoft customers defeat Microsoft – Marco Arment
For software companies, one of the perils of success is becoming shackled to your customers; the more users you have, the harder it is to innovate, because most will be averse to any change. (Microsoft has suffered a version of this.) By filtering its innovations into new apps that lack an established user base, engineers and designers can take creative leaps that may not have worked if they’d simply been adding features to Facebook’s primary app.
The future of Facebook may not say “Facebook” – Farhad Manjoo