This is such an important point in Tim Carmody’s (highly recommended) Amazon newsletter. Not only is Amazon enormously popular but critics of the firm fail to understand the basis of this popularity, as opposed to the insight they have into the popularity of a firm like Apple:
One study last year showed that Amazon was the second most trusted institution in American life, behind only the military. If you only poll Democrats? Amazon is number one. People love Amazon. Most of them don’t know about and have never thought they needed a mesh router for their house. But they will now.
It suggests criticism of big tech could remain a marginal pursuit, embedded to the point of doxa within certain segments of the population while others remain oblivious to it. It also suggests the need for caution in how we treat ‘big tech’. It’s not a monolithic block and people have different relationships to these firms. I’ve assumed there’s a political value in using the designation, as it defines an issue in a way orientated towards action, but perhaps it’s a mistake while there’s a divergence in public affection between the firms in question.