It’s easy to explain from the brand loyalty standpoint. People start to identify themselves with the brand, they feel personally attacked if someone is critical of it, even if those people are also fans.
Those who are trapped isolate themselves into smaller groups thus they loose the ability to be critical. Things get worse when the brand outperforms and or is criticized by many people. Those loyalists believe they are being persecuted but at the same time believe they are better than everyone else because they are the only ones being “right”
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