Just read a good CNET article on the wide margin Apple enjoys over its PC Hardware rivals in customer service. The full article:
http://news.cnet.com/8301-31021_3-20017064-260.html?tag=topStories2
There are a couple of interesting observations in this article. First, Apple uses the interaction/feedback it gets from its Apple stores for input into the whole customer experience. This is a great idea. Many retailers who don't have a brick and mortar presence are limited to the information they receive from an angry phone caller. They often don't know what they are doing right and instead of building on strength, focus on weaknesses.
Secondly, Apple openly got its eyes opened about the iPhone "Attennagate" scandal. It was obvious that the cult following Apple enjoyed was miffed by the issue and was not going to follow the piper Jobs blindly into the sea. They responded eventually with what has been perceived as a moderately successful solution, the free case. My guess is that the often volatile Jobs rolled some heads and set a standard for future releases.
The real story here is that Apple appears to actually listen to its customers; genious!
No comments:
Post a Comment