Apple and Customer Experience

Forbes.com has an interesting blog post, "Apple Store 2.0" Why Customer Experience Leaders Should Care," about how Apple has created meaningful customer experiences in their retail stores. Recently, Apple added iPad displays to provide customers with information about their products. What interests me, though, is the point made about how Apple understand the value of a human connection, even in our increasingly technological world.
 
Here's an excerpt from the blog post:
 
"Whether it’s the greeter at the front door or the gal teaching a free iTunes class, these frontline employees play a critical role in the in-store experience – and Apple obviously knows it.  While beefing up self-service capabilities within the store, Apple simultaneously made live human help even more accessible and transparent than it was before."
 
So, what are you doing with your business to enhance customer experience? How are you making sure your customers have a way of connecting with you and not just your products and services?

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6.012 Patron-Generated Content

04/27/2011
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