In fact, before Cook became the CEO of Apple, users often told Apple executives about their Apple product experience-whether it was good or bad-by email. Sometimes, users will receive a reply by email or personal phone. These emails starting with "Dearthim" have a much greater impact on Apple than most people expected.
The US Consumer News and Business Channel mentioned the handling of these emails in its report. According to people familiar with the matter, Cook has an assistant who specializes in reading emails, and this assistant will decide which emails will be forwarded directly to him and which emails will be sent to the executives of relevant teams.
The report also pointed out that these emails sent to Cook had a great impact on the overall direction of Apple Watch. When Apple Watch was first released, users sent a lot of emails to Cook, describing how the device alerted them to potential health problems. According to reports, at this time, Apple began to "shift the focus of the watch more to the health function".
The US Consumer News and Business Channel said that these emails "help to maintain staff morale", especially for engineers who have no external relations. Apple's secrecy culture makes it difficult for these employees to talk to the public about what they are doing, so these emails help them evaluate the effectiveness of their work.