[bigstrat2003]

I don't think that's true at all. Customers hate when things change in my experience. It doesn't matter how well intentioned the change is, it's going to be upsetting to people. I really do think it's just that companies are obsessed with changing things, in willful defiance of what their customers want.

[izacus]

Customers hate if things change on their phone, but will absolutely also slam your product and not buy it if it feels "old" and hasn't been changed in a while. Especially media will smear you and tell people to buy the other guy's work if you don't run the redesign threadmill.

People aren't always rational. And "customers" aren't a single group either.