Comments on: Apple’s Genius Bar: The Ultimate Hardware as a Service

By: Apple es tercer lugar en atención al cliente | AppleWeblog

Apple es tercer lugar en atención al cliente | AppleWeblog — Wed, 24 Feb 2010 09:57:55 +0000

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By: Amy Katz

Amy Katz — Thu, 08 Jan 2009 20:12:49 +0000

This post inspired me to bring my Macbook to the Genius Bar for a tune-up. Within 40 minutes of dropping my laptop off with Ben, he called my cell and told me to come pick it up. My $0 investment got me a new housing, top case and keyboard. I love Mac.

By: Joe Panettieri

Joe Panettieri — Wed, 07 Jan 2009 20:55:46 +0000

Just got a call from the Apple Store. My “free” hardware repair — involving a keyboard replacement for my 2.5-year-old MacBook Pro — has been completed. Thank you for the service, Apple.

By: Shane

Shane — Wed, 07 Jan 2009 19:29:07 +0000

Yes. And this is an example of how Apple asks the question “What do the Customers Want?” and then “how can we deliver” Instead of “What do the customers need.” They also realize (as the Ritz realizes) that it’s not about the technology, but it’s about the people using the technology. As in the the case of the Ritz, they aren’t in the Hotel business, they are in the customer experience business and they deliver on that.

P.S. Microsoft trains (which is the equivalent of training a dog) while Apple educates. I’d rather be educated than trained

Apple’s Genius Bar is about the service and experience more so than anything else.

By: Joe Panettieri

Joe Panettieri — Wed, 07 Jan 2009 17:45:37 +0000

Shane: Two things I forgot to mention…

1. Conventional Wisdom: Apple could have spent time in Best Buy, Circuit City and all the other big box retailers to learn about the PC retail sector.

2. Disruptive Approach: Instead, Apple consulted with customer service folks who are involved in the Ritz Carlton upscale hotels.

I was amazed about a year ago when Microsoft announced plans to do some customer training efforts in partnership with CompUSA … the retail chain that soon-after fell off a cliff. While Apple was hanging out with the smartest people in customer service and total customer experience, Microsoft was hanging out with the worst.

By: Shane

Shane — Wed, 07 Jan 2009 17:00:12 +0000

Joe.
Exactly! You hit the nail on the head with #3. It’s not about the hardware anymore. It’s about SERVICE!!!!! Clients want an experience, not just customers service. And the two are vastly different. Apple creates Loyal customers which are far better than just satisfied customers. I’m not saying they don’t have their flaws but the Genius Bar is an example of a way MSP’s could profit and offer an extrodinary experience that is differentiated from their competitors.