How Apple Wins Hearts and Minds Through its Customer Service
- Eashan Trehan
- Feb 28, 2021
- 2 min read
Apple enjoys a cult-like following, if you are an Apple customer then chances are that you own multiple Apple products, and while the debate between Apple enthusiasts and critics rages on, one aspect that has helped the Cupertino-based giant win over the hearts and minds of its fans is its customer service.
As an owner of an Apple iPhone and MacBook Pro, I recently paid a couple of visits to Apple’s retail stores to purchase some associated products such as accessories, etc., but to my pleasant surprise, on both occasions the retail store employees abandoned their opportunity to push products and make a sale, instead directing me towards other non-affiliated stores where I could find products of similar quality for my Apple devices, albeit at a fairly lower cost. This got me wondering - “why would the employees at Apple’s retail stores not try to sell me more and more products?”
When I enquired about this, I found out that Apple does not pay a commission or performance-based fee to its frontline retail store employees. Their focus is on finding a customer the right product that suits him or her, rather than simply pushing the most expensive one. As a result, the experience of an Apple store is centered around the customer rather than the products, making it more of a place to learn about Apple’s various products than to buy them. Not only does this create a more engaging and customer-friendly experience, but it can also help replace employee competition with camaraderie.
The next time you visit an Apple store, you can probably breathe easy that they won’t try to pinch your wallet.
Further Readings:
DISCLAIMER: The contents of this website are solely owned by the author of each article and does not represent the views of the Awareness Committee or the Editorial team.
Comments