Image credit: Alper Çuğun on Flickr
What Can Apple’s Retail Customer Service Experience Teach Us About Marketing?
I found myself in an Apple store the other day to replace a phone battery for my wife. The Apple Associate told me that they would see me at 11:40, and the repairs would take 45 minutes provided there was nothing else wrong with the phone. One of the things that Apple does really well as a company is to remove one of the most frustrating things about retail – the ambiguity. How long is this going to take? How long will I have to stand around the store, sweating in my heavy coat on a busy mall day? I didn’t have to worry about that. I was free to make plans to finish other shopping or errands, and come back when they were ready for me – and that’s why Apple succeeds where others fail. Read More »