The book talks about inflection points which if not handled carefully, are drastic (10x) enough to put a company out of business.
In 1994, Intel’s Pentium processors suffered from floating point bug. Surprisingly for Intel, once the consumers became aware of the bug, rather than reaching out to manufacturers, they were calling Intel directly. It became obvious at that point that Intel has become a household name. Even though it’s selling to enterprises, consumers think of it as a consumer electronics company and have the same expectations of customer service.