More on Apple Customer Service
May 8th, 2006James Stoup at AppleMatters offers some thoughts on the Apple store experience in contrast with the Wal-Mart shopping experience:
No, Apple is so successful because [it] is the anti-Wal-Mart. It has small stores, staffed with very responsive (on average), well trained, happy people. And the products it sells are [always] of high quality. In addition, Apple offers a wide selection of free services to anyone who walks in [the] door. These services include the [extremely] helpful “Genius Bar” along with lots of kid-friendly activities for busy parents. The results speak for themselves.
The implication is that the profitability of Apple’s stores suggests that its retail model is better than that of Wal-Mart. On the other hand, Wal-Mart is quite profitable as well. Sure, the service at W-M is lousy but the stuff is cheap. At the end of the day, consumers appear to love their everyday low prices irrespective of how they get treated.
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