John Moltz for Macworld
To hear Tim Cook talk about it, Apple takes customer satisfaction very seriously, far more seriously than its competitors. But that may not quite be it: The difference between Apple and its competitors is that Apple’s customers and end-users are one and the same.
There are some good thoughts here, but Moltz is just touching the surface. I think you can’t argue Microsoft, Google, and HP aren’t customer-driven. They are, but as Moltz points out Apple is in a unique position to better deliver for the consumer. That’s one advantage, but when thinking of Apple and its focus on customers it’s probably minor. The biggest advantage I think is Tim Cook.
While Apple may struggle to push innovation through the product line as well as it did with Steve Jobs, I think Apple is going to be more customer driven under Cook. I wouldn’t be surprised if this proves to boost Apple further than the latest new gadget or feature.
I called AppleCare for the first time in a while. I’m just the type of person who will bang my head against the wall trying to figure out a problem rather than ask for help. Same with driving and direction. I had an issue though where iOS 8 beta wiped out my audio books. PSA: You can’t re-download audio books like the rest of iTunes purchases. You need to actually sync those purchased to a computer — something I haven’t done since iTunes Match launched.
I did some research and figured out I was stuck and needed to call for help. I’ve had good experiences with AppleCare in the past and I fully expected they would fix my issue. In fact, I had to do something like this once a long time again after a data loss. I had asked if there was a way I could restore my some lost purchases. When I called I got a lecture on backing up my purchases and how this was a one time deal to help me out. I was grateful for gods of Cupertino to show me mercy. In retrospect, that was pretty bad customer service, even though they helped me. It really wasn’t my fault Apple’s system wouldn’t let me re-download purchases nor that Apple didn’t provide a backup solution that worked for customers, like we have now. I assume, like now, the issue with re-downloads is licensing mumbo jumbo. That’s not a customer problem. When I called this time, the CSR apologized profusely and fixed my problem enthusiastically. The experience to the similar problem from a years back night and day different. Beyond that, overall the rep was better than what I considered already great service.
Remember “you’re holding it wrong” and the iPhone 4 antenna defect? That was all Steve Jobs and the opposite of customer focused. That’s no longer Apple under Tim Cook and that has nothing to do with building the whole widget. That’s fundamental shift that’s great for Apple and its customers.
- New Steve Jobs book announced
- Apple promotes iPhone 6 photo gallery
- Tim Cook talks up customer privacy
- iPhone design and battery life
- Apple event scheduled for March 9th
- Pebble announces follow-up Time watch
- Report: Apple retooling in-store genius bar appointments
- YouTube launches family-friendly app for kids
- Apple announces two new data centers in Europe
- New Apple ad features Martin Scorsese and iPads
- Podcast: Apple Car and iPhone 6 to 6+ upgrade?
- Office Suite for iOS adds iCloud storage
- Modern Family episode shot on iPhones, iPads, MacBook
- Dropbox adds new iOS 8 extension
- New Yorker profile highlights Ive's leadership
- Apple Car rumor hits the right checkboxes
- Two-factor verification now active on iMessage and FaceTime
- Gassée on Apple redefining what's possible
- Apple looks to power California footprint with 25-year solar deal
- Apple uses store shelves to control iPhone designs leaks
- Podcast: Super Bowl, Apple Photos, New Verizon Rates, Plane Crash App
- New Photos app available in pre-release of OS X 10.10.3
- Report: Apple pitching new plan to TV industry
- Latest Verizon promo trims pricing on some plans
- Report: Jobs bio movie expected October 9th
Browse and search for more articles