Angela Ahrendts Shares Lessons She Learned While Working at Apple

[xalea]

So glad she left. She didn’t do anything to improve the retail experience. In fact, it’s gone downhill in a major way in the past 5 years. Stores are ugly and crowded, Genius Bar doesn’t seem to have as good a flow as before, etc. I knew she was a mistake back when, but ah well.

 

[I7guy]

How much did she get paid to sit silently for 6 months? I want that job.

One would think before a job like that is handed to someone, they have to have to creds to go along with the position.

 

[NickName99]

Why do you think "chaotic free-for-alls" refers to the number of customers in the store rather than the lack of clarity on where to go, or who to talk to for assistance or checkout?

Last time I needed a cable in an Apple store, I went in, grabbed a cable, told the nearest employee I would like to buy it, paid with my iPhone using Apple Pay and walked out. It was ridiculously easy. This is how it always goes whenever I shop in an Apple store.

 

[AussieAdam26]

Bye Bye! Huge Fanboy but man, I hate going into the stores now. She screwed them up royally and I am afraid they will be this way for quite sometime. A real shame...IMO....

How are they screwed up?

 

[Rogifan]

On the most recent Upgrade podcast Myke Hurley said he thinks Ahrendts left Apple because they started pushing selling in stores and she didn’t want to be part of that. It could be true. Jason Snell said last fall Apple made changes in retail, especially around iPhone to drive more sales. One example he gave was a Today at Apple photography class where people in the class were given an iPhone XR to use and then asked if they were interested in trading in a current phone and upgrading to an XR. I doubt that’s what Ahrendts has in mind when she started those programs.

 

[AppleScruff1]

Why does she give me the impression that she signed on just for the money and left the minute her shares were fully vested?

I give up. Why?

 

[0388631]

I give up. Why?

Because rarely does a service or product allow people to sit in such positions on a matter of duty and morality. It's really about money. Do you think Tim Cook cares much as long as he pushes profits and unlocks the rewards path he's one as CEO?

I'm sure he loves Apple, products and services, but money is more important than all of that. I don't think Ahrendts is a bad person. I also don't believe her actions to change stores was done with malice. The gender of whomever takes such a position has no bearing on their performance. Plenty of terribly performing men have been in such and similar situations and positions.

Once a company radically changes their philosophy, there's always going to be detractors and that number will grow. Apple's a really good company, don't get me wrong. But they boxed themselves in over time and they have to make changes with incredible vigor to get people on their path and not in their way.

 

[Alex502]

Angela was great and elevated the apple store’s style, whoever disagrees is dumb.

 

[DevNull0]

Wow a LOT of hate for an independent and successful woman that left a large corporation. Man you guys must be loved great by the women in your families. Maybe not and hence the reason for this hate without substantiating it.

So we have to be supportive of her because she's a woman? Wow you have a very bizarre world view. Do you believe all women are automatically beyond reproach? In your universe, how do you say a woman simply did a lousy job without being accused of hating women?

I hate her for what she did to Apple retail. Her philosophy in her own words is "Less a shopping destination than a community meeting place". That is so stupid. She is beyond creepy in her treatment of the staff. The daily cult propaganda videos. Replacing the employee Christmas gift with a print out of the Apple Creed. She is a scary cultist freak. It has nothing to do with her gender. She is a lousy retail chief.

 

[FunkyTang]

Missing quote from AA.

“I never made so much, for doing so little. “

 

[AppleHaterLover]

Today at Apple at my local store means a dude with an iPad doing some stuff in front of a crowd of absolutely miserable/pissed to the core people waiting to have their iPhone fixed.

 

[danuff]

It sounds like Tim Cook screwed up when he hired her and she was in way over her head. Why would anyone hire someone who is in fashion head retail outlets anyway?

 

[I7guy]

It sounds like Tim Cook screwed up when he hired her and she was in way over her head. Why would anyone hire someone who is in fashion head retail outlets anyway?

The same way IBM hired a guy who made crackers?

 

[pika2000]

Apple Stores are great as long as you don't need any help with product advice or service.

I try to spend as little time as possible in an Apple Store. I place pre-paid orders online for in store pickup. Even then, you still have to interface with at least two or three different employees.

Just wish they would adopt a Little Caesars Pizza Portal type package pickup so I can skip all the unnecessary interactions and waiting, but then they would not get the chance to try to up-sell me on extras I don't want or need.

Interesting, because it is the complete opposite whenever I’m in an Apple store. When I bought my iPad Pro, I have to specifically asked for the Apple care since the Apple employee didn’t even mention it, and even told me most people won’t need one. When I wanted to buy the Nike band for my AW, an Apple employee actually tried to discourage me from buying one. Heck, when I was in Taiwan Apple Store, the Apple employee actually prevented me from buying an iPhone by explaining that iPhones sold in Taiwan have different warranty coverage due to the Taiwanese government regulation (not sure whether it’s accurate, but who would prevent a customer from buying your cash cow product?). It’s the total opposite of the sales crap from other electronic stores.

I do feel there are challenges in busy stores and the queueing system.

 

[kkono]

I don't mind the physical Apple Stores, but the online store is a headache to navigate if you know what you're looking for. Like Thunderbolt 3 stuff (although I just did a search and its not as bad ... hm). And, for some reason, a bunch of sites started calling the "cart" a "bag" which was just weird. I mean, yeah, Apple Stores don't have carts but it's a fairly common web metaphor.

And the product differentiation in the MacBook and iPhone lines don't make sense.

Not sure if she had anything to do with any of that stuff.

 

[marty11]

“The transformative power of human energy”

What kind of drugs are these people on to get impressed by this contrived bs?

It’s like a cult.

 

[Kai Wang]

She was paid a 65 million sign up bonus...

 

[laz232]

She has her share of critics - and my more recent experiences at Apple Stores have been rather disappointing (not that they are her fault necessarily) - but I thought these comments were very, VERY insightful, and very useful guidance as I navigate my own career at a fairly senior level.

I wish Ms. Ahrendts the best.

I'm being completely honest here, but which comments did you find insightful? Reading through the extracts I see absolutely nothing of value in terms of insight - Just more typical managerial BS.

NB Been running my own small company for the past few years so I am rather averse to a lot of industry buzzwords especially when people start talking about passion or creativity...

 

[technole]

The comments are funny and sad. So much brainless meanness. Personally, I've never had a bad experience in an Apple Store. Great place to go to shop, get help, learn etc. Ms. Ahrendts is an incredibly talented and successful business person. The ones insulting her, couldn't begin to know her success. Seriously, grow up.

More like success they could only dream of ever having.

Fact of the matter is the Apple Store is a better experience today than it was before she came aboard. Complaining about not getting service is basically akin to not going online and getting a Genius Grove appointment. Yes, you don't have to go to the store first, imagine that.

 

[code-m]

Buddy. The Apple stores have been in chaise for the last decade already long before she arrived and they were NOT getting any better! Weak arguments

I believe it is better to have the perceived problem that Apple has with a busy store compared to Microsoft that is the opposite. I visited both Stores, with Apple I had a mix, some with and without an appointment, most times I received assistance within 5 mins or less. I even had multiple manager stop by and ask if everything was going well. Compare this experience on multiple visits to Microsoft, where the employees were just standing around with hardly any foot traffic.

In retail having a lot of foot traffic is good, people are interacting and engaging with the merchandise, other users and employees and may purchase something now or later. Having this buzz is good. When a store has hardly any foot traffic, it defeats the purpose of what a Store is supposed to do, get people who are interested in the doors and hopefully walk out with a purchase.

Can Apple do better at its Stores, absolutely just like any other retailer. I see this as having a good problem and something that can be addressed hopefully sooner rather than later. iPhone, iPads and Macs are not new experiences, you can see the hardware in-person at many retailer physical locations, the Store is there to not only provide the basics of a retail experience and exchange, however to expand and build a trusting relationship. Trust similar to peoples experience is subjective, overall one cannot please everyone. I have mostly had a positive experience and most of the people in my circle have had similar positive experiences. Will there be an ill-informed or disgruntle employee from time-to-time, sure just bring it to management and have them address it promptly at the Store level.
[doublepost=1557207787][/doublepost]

More like success they could only dream of ever having.

Fact of the matter is the Apple Store is a better experience today than it was before she came aboard. Complaining about not getting service is basically akin to not going online and getting a Genius Grove appointment. Yes, you don't have to go to the store first, imagine that.

Some people like to complain for the sake of complaining. Some times I book online or just drop in the store, always receive prompt service when I head towards an employee. If I am standing in a corner and complain these employees cannot read my mind, guess what that is my fault.
[doublepost=1557207932][/doublepost]

I'm being completely honest here, but which comments did you find insightful? Reading through the extracts I see absolutely nothing of value in terms of insight - Just more typical managerial BS.

NB Been running my own small company for the past few years so I am rather averse to a lot of industry buzzwords especially when people start talking about passion or creativity...

What were people expecting her to say, "Apple is a flaming turd".
[doublepost=1557207980][/doublepost]

She was paid a 65 million sign up bonus...

Are you jealous, or...
[doublepost=1557208182][/doublepost]

“The transformative power of human energy”

What kind of drugs are these people on to get impressed by this contrived bs?

It’s like a cult.

Maybe someone can correct me, however I don't believe I remember any high ranking executive in the past with an exiting statement. If she is one of the few, it may mean that she truly believed in her contributions at Apple. Plus there is the usually corporate speak, nothing new here. Get over it people, it not like you have a life long personal commitment with her. Some of you act like she was a rude uninvited house guest who overstayed their welcome.
[doublepost=1557208309][/doublepost]

It sounds like Tim Cook screwed up when he hired her and she was in way over her head. Why would anyone hire someone who is in fashion head retail outlets anyway?

May it be a mistake or not, you are crying over spilt milk friend.

 

[R2FX]

“The transformative power of human energy”

What kind of drugs are these people on to get impressed by this contrived bs?

It’s like a cult.

That's a clear give away of a corporate bozo that Steve warned about a lot... Second hire Cook did for Retail and after throwing milions at her the physical stores are an unispiring mess of iPhone cases, long queus etc whereas online store has turned into a mess navigation and portfolio wise. Her 'contribution' was to drag Apple into fancy Watch bands and getting distracted from the mess watchOS was and is...

Way to go Tim Apple!

 

[DeepIn2U]

So we have to be supportive of her because she's a woman? Wow you have a very bizarre world view. Do you believe all women are automatically beyond reproach? In your universe, how do you say a woman simply did a lousy job without being accused of hating women?

I hate her for what she did to Apple retail. Her philosophy in her own words is "Less a shopping destination than a community meeting place". That is so stupid. She is beyond creepy in her treatment of the staff. The daily cult propaganda videos. Replacing the employee Christmas gift with a print out of the Apple Creed. She is a scary cultist freak. It has nothing to do with her gender. She is a lousy retail chief.

You really don’t get it do you. Your very first sentence shows the issue in misunderstanding my very first post in this thread word for word. Especially the last sentence in the first post I made using the word substantiate.

This is not about support just cause she’s female my post was about showing hate or disdain because of using the feminine pronouns with nothing to back up the real reason for the hate by others. Way to reach and twist my post to suit yours. But it’s whatever.

I sate why the woman or man or elderly to my age they’ve done a bad job in my opinion not just making a blanket statement with a pronoun. You know like reasonable people. How hard is that? No you don’t have to no they don’t have to either. Hence how this whole thread has being going down the toilet.

Seems her vision is still upheld by others at apple. I’m sorry the rushed cramped retail experience still occurs and affects all of us. Have any suggestions on how to improve it. I don’t but I do think her contribution to having consumers learn about their products and how to affectedly use them to their full potential should be part of the experience. After all apps users don’t only buy apple products based on specifications but on using them to its best potential; that’s what I think an could be wrong. Apple still thinks so after she’s left. I’d say that’s a successful endeavour. Improvements are needed and larger retail space to accommodate more visitors is a must to be changed I doubt anyone would argue that.

Apps has always been perceived as a cult ever since tha macintosh debuted and I think it’s still being cultivated by top brass on purpose “the best (product) we’ve ever made” I mean come on why should every iteration of a companies product not be the best thus far?! I sure there is a number of statements Steve and Tim have spoken over the decades that sound cult like. I’d even go as far as pointing out Tim Cooks triangular hand position when he goes on stage and in interviews is VERY reminiscent of that ol w “V” which had underlying cult exposure written in the script ~ stating for loose similarities.

I think what so many ppl have expressed anger to her hasn’t been seeing most of what their angry about has been there long before. Gifts to mantra that would suck but we’re retail employees promised gifts???!! They already get 15% discount for 1 product purchase per year on most products last time I checked. Retail store opening goody bags used to be done years ago and slowly had les expensive first 25/50/100 grand opening visitors while quickly limiting to less gifts, to purchasers vs visitors and soon enough now only China grand openings get goody bags.

I recall an article maybe 5 yrs ago on macrumors starting with Bloomberg having former and current unnamed retail employees being very disgruntled before Angela worked at Apple.

PS: at least you’re substantiating which is great. Others I’ve quoted in my first post and a few after did not. Also I call Angela by first name cause I have difficulty spelling her surname; I don’t know her personally and never worked at zapper retail.

 

[2ilent8cho]

All i know is my Apple store experience at the beginning of this decade was a good one, i could walk in, make contact somebody and say i want to buy this Mac, job done. Now when i walk in and manage to talk to somebody i'm just told i'm not on this section let me go get somebody who is. What the hell?!? Just sell me the dam product. Plus the old Apple store design looked better , the only thing i know that changed in this 10 years is the person in charge of Apple Stores so thats where i am going to point the finger at this chaos.

 

[meaning-matters]

Vague words.

 

[4jasontv]

You really don’t get it do you. Your very first sentence shows the issue in misunderstanding my very first post in this thread word for word. Especially the last sentence in the first post I made using the word substantiate.

This is not about support just cause she’s female my post was about showing hate or disdain because of using the feminine pronouns with nothing to back up the real reason for the hate by others. Way to reach and twist my post to suit yours. But it’s whatever.

I sate why the woman or man or elderly to my age they’ve done a bad job in my opinion not just making a blanket statement with a pronoun. You know like reasonable people. How hard is that? No you don’t have to no they don’t have to either. Hence how this whole thread has being going down the toilet.

Seems her vision is still upheld by others at apple. I’m sorry the rushed cramped retail experience still occurs and affects all of us. Have any suggestions on how to improve it. I don’t but I do think her contribution to having consumers learn about their products and how to affectedly use them to their full potential should be part of the experience. After all apps users don’t only buy apple products based on specifications but on using them to its best potential; that’s what I think an could be wrong. Apple still thinks so after she’s left. I’d say that’s a successful endeavour. Improvements are needed and larger retail space to accommodate more visitors is a must to be changed I doubt anyone would argue that.

Apps has always been perceived as a cult ever since tha macintosh debuted and I think it’s still being cultivated by top brass on purpose “the best (product) we’ve ever made” I mean come on why should every iteration of a companies product not be the best thus far?! I sure there is a number of statements Steve and Tim have spoken over the decades that sound cult like. I’d even go as far as pointing out Tim Cooks triangular hand position when he goes on stage and in interviews is VERY reminiscent of that ol w “V” which had underlying cult exposure written in the script ~ stating for loose similarities.

I think what so many ppl have expressed anger to her hasn’t been seeing most of what their angry about has been there long before. Gifts to mantra that would suck but we’re retail employees promised gifts???!! They already get 15% discount for 1 product purchase per year on most products last time I checked. Retail store opening goody bags used to be done years ago and slowly had les expensive first 25/50/100 grand opening visitors while quickly limiting to less gifts, to purchasers vs visitors and soon enough now only China grand openings get goody bags.

I recall an article maybe 5 yrs ago on macrumors starting with Bloomberg having former and current unnamed retail employees being very disgruntled before Angela worked at Apple.

PS: at least you’re substantiating which is great. Others I’ve quoted in my first post and a few after did not. Also I call Angela by first name cause I have difficulty spelling her surname; I don’t know her personally and never worked at zapper retail.

I am having a really difficult time following you.