Apple's Retail Lesson - InformationWeek
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Apple's Retail Lesson
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David Berlind
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David Berlind,
User Rank: Apprentice
6/24/2011 | 6:41:03 PM
re: Apple's Retail Lesson
There's a saying that perfect is the enemy of good enough; a saying that Apple clearly doesn't ascribe to. That said, perfection creates another problem for Apple and that's that our expectations go up. When some part of the user experience doesn't appear as though someone agonized over getting it perfect, we notice it as being sub-par for Apple. For example, searching for movies in the iTunes store using an iPad is awful. You basically have to know what you're looking for instead of having stuff suggested to you. There are more examples, but you get the picture.
David Berlind
50%
50%
David Berlind,
User Rank: Apprentice
6/24/2011 | 6:37:09 PM
re: Apple's Retail Lesson
one other thing I meant to say is that *that* agony is the culture that Steve Jobs created. I can imagine him reviewing every bit of the customer experience (be it in the store, or the out of box experience with a product) and sending people out of his office until they get it right. I think we all aspire to that but never quite hit it as good as Apple does.
David Berlind
50%
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David Berlind,
User Rank: Apprentice
6/24/2011 | 6:34:50 PM
re: Apple's Retail Lesson
Apple has clearly agonized over every moment of truth.


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