Tuesday, March 14, 2006

Customer Experience Files - Taking a Bite out of Apple

Mac customer experience...

"I spent some time at the Apple Store in Tyson’s Corner Virginia recently. We came in with a simple mission: secure some Nano gear for a 15 year old. While I’m a huge Mac fan, I must say that our experience was surprisingly underwhelming… In fact, it was bad, folks. While it's possible the problems we encountered are isolated to this store, there are some good lessons to be noted for anyone managing the retail merchandising experience.

First, upon entry into the store, it wasn’t clear where to go. We didn't see signs anywhere. As we wandered the crowded store and browsed the products at the tables, we realized accessories must be somewhere else."   continued ...   (Via Live Path)

Mac customer

Mac customer

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