Apple stores are highly tuned to and responsive to customer experience in-store. The same is true with their AppleCare support online and via phone. The metric they focus on is Net Promoter Score. Maybe this same model could be applied to the OS, Apps and services. Apple user experience would be improved methinks.
As someone described, Jobs focused heavily on the sale experience - anything after that, unless someone (or his own experience with his product) convinced him, was irrelevant.
The moment your money parted with you, your importance ended. This was visible, among other things, in gutting departments that kept Apple alive when literally everyone else had better hw & sw - people who did long-term accounts with for example government customers, specific market areas, etc.
Like the guy said in the blog post, though, they don't have company wide hiring standards. Their service design is superb (and we should probably note, the service design is very close to the purchase point), but doesn't translate necessarily to their UX.
