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Angela Ahrendts Discusses Apple's Experiential Retail Strategy in New Interview
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These days I dislike going to Apple Stores, it's not about bad service it's just the aura that pushes me to drink.
When I first visited their store in SoHo (back in the day) it was a wonderful collaborative experience - I knew the techs and creatives there. Now it just seems like a bunch of salespeople who know me all too well. C'est la vie
When I first visited their store in SoHo (back in the day) it was a wonderful collaborative experience - I knew the techs and creatives there. Now it just seems like a bunch of salespeople who know me all too well. C'est la vie
Maybe, but not sure foot traffic sells much at a place like that. Totally different business models. Folks go there for tech components. They go to the Apple store to: 1) feel cool; 2) be taught how to entrench into the ecosystem; and 3) spend a fortune doing it.
Just making an observation that Ahrendts is all about style and feel, while her employer is a tech hardware/software company. Very different than in Jobs’ day (the earlier ones at least).
This is utter bull. The reason why Apple Stores are not at risk of closing is that they can be supported by the operations of Apple itself. Amazon is in the same boat of Apple; Whole Foods will not close due to the size of Amazon, not because it's great per se. Virtually all other brands don't have that luxury.
This is not to discredit Apple - it's actually a great strategy - but don't pretend that it's because of the store itself.
Perhaps I'm in the minority, but I absolutely loathe the retail experience at Apple stores. It's basically a place for teenagers to loiter, there's no express checkout, few available sales associates, and it's always so damn loud -- seminars/workshops trying speaking over the crowd. /rant
Totally agree with this. It is exactly my experience with the Apple store I visit sometimes in Australia. I never used get badgered by the store staff, but now I get badgered 3 times in 2 minutes. So, it seems, annoying customers is a directive from management. Apple Store was better before Angela came along.
I agree. Perhaps buy from the online store?
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She turned the Genius Bar into the Genius Grove, which basically just replaces the desk with chairs, and got a $75 million bonus. She’s doing something right - for her at least.
That is absolutely insane. Why not just open the Apple Experience at Disneyland! What are you barking mad? No we are not BUYING the Apple experience. If fact, based on even a cursory look at any Apple forum these days, less and less of us are "Buying" it. Our local store was closed for 9 months or so last year. When it reopened it look exactly like before except it was turned 90 degrees, and the volume level inside is higher than ever. Painfully high. As in, leave the area immediately high. Ahrendts talks utter nonsense.
My problem with the Apple retail experience is when you actually want to purchase something. When I bought my MacBook Air last month, I had to wait 45 minutes for an associate, once I signed in. Then it was another 15 minutes or so to actually purchase the computer. So an hour to buy a computer when I knew exactly what model, SSD, memory etc. They need to streamline that kind of experience.
This sounds like the result of an Exec Team Brainstorming Week Seminar.
Because as the numerous "I spilt coffee over my MacBook" threads attest, mugs of coffee and electronics go hand in hand…
It's called synergy.
Buy it here, break it here, we fix it here. * "if covered under applecare+, with $600 deductible"Apple store employees have gone wayy downhill in general
They have - buy it in the Apple Store app. Ship to home is an option but if you choose pick-up in-store, it's ready and waiting for you in 15 minutes. You don't even have to speak to someone at all to have them bring it out to you.
I haven’t been in an Apple store in over two years. Do they only stock base models, or do they have more “build to order” available. Can I walk out with a base MBP with 16GB RAM?
<rant> And why can I still not hilight multiple words I just typed on my iPhone in the MacRumors forum? Ugh. </rant>
Express checkout happens if you 1) order it online ahead of time and do in store pickup or 2) scan the product with the app and buy it that way.
Funny,.... wasn't this the original concept of the Apple Stores to begin with ???
Apple sells me an "experience"? Really?
What I'd like to "experience" is a new Mac Pro.
What I'd like to "experience" is a new Mac Pro.
Yes I know...but I wanted them to price match the MBA, which was on sale everywhere, so I couldn't do the transaction online.
Wasn't this woman hired to turn the Apple Watch into a high end luxury item? Now they sell it at Target.
I haven't really noticed any changes in Apple stores since she was hired, so I'm not exactly sure how she justifies her enormous salary. Those hands are a little scary though.
I haven't really noticed any changes in Apple stores since she was hired, so I'm not exactly sure how she justifies her enormous salary. Those hands are a little scary though.
Apple needs a few more educational videos on how to the Apple Store. One, the scan and go option for any item on the shelf. I see many folks get a case, stand in line or walk around looking for someone to buy from. Just use the Apple App. Scan the item you want leave.
Additionally Apple needs a better way of handling larger purchases like a new phone. Helping customers activate, get the phone setup. Something like Best Buy has. Central but out of the way from customers looking to purchase or ask questions. Maybe redesign the Genius Bar. Very annoying if busy.
The Apple Store flow just wrong. Creates the crowded subway experience. Leave the solution to those with more retail experience. Need to take a serious look at the store design for customer experience. Thinner is not always better.
Additionally Apple needs a better way of handling larger purchases like a new phone. Helping customers activate, get the phone setup. Something like Best Buy has. Central but out of the way from customers looking to purchase or ask questions. Maybe redesign the Genius Bar. Very annoying if busy.
The Apple Store flow just wrong. Creates the crowded subway experience. Leave the solution to those with more retail experience. Need to take a serious look at the store design for customer experience. Thinner is not always better.
...they should add a coffee area to their stores - that would definitely help with the human interaction and make those places more attractive. Good cheese cake would also help.
Apple should buy a California vineyard and rebrand the organically grown wine to serve in their stores. I'm older, not super tech savvy, and sadly, I’m the go to person among my friends for tech help and advice. Most of my friends would stop in at the Apple Idiot Bar for a decent Chardonnay, Cab or red blend, getting advice and spending more of their kid's inheritance on perceived cutting edge tech before heading off to dinner... or lunch... even breakfast (assuming Apple branched out into tomatoes and vodka).