I don't think Bobby Kotick actually understands that about video game players. We're not apathetic consumer drones, we're much like any other fandom, perfect example would be something like the Star Wars or Star Trek fandoms. Yes, they go out and purchase tickets to Star Wars/Trek movies, apparel, video games and the like making them consumers, but if something is done which degrades the quality of the focus of the fandom, such as say an utterly horrendous movie, the fandom will communicate with each other and likely will publicly denouce it. The same holds true with Video Gamers. We're not as tight knit as other fandoms, but we are still a losely held community with one thing in common: We like our video games.
So naturally, when you get an uninformed CEO taking over one of the biggest, most central corperations in the industry without aclimatizing to how things are done, he's going to ruffle some serious feathers. I can't fault him or bash on his business practices when it comes down to it, I begrudgingly admit he's good at his job and his first and foremost priority is to please his investors and shareholders, which he does a fine job of doing. However, I will say that his handling of certain particular cases such as the Infinity Ward case over Modern Warfare 2 aren't acceptable and he needs to answer for his actions in such cases in civil court.
TL;DR version: He's doing his job, but he needs to be more in tune with his consumer base because they are closer to a fandom than a bunch of apathetic consumers, meaning we are carefully watching everything he is doing.