Comments on: Why it’s getting harder to love Apple http://www.ceforprofit.com/2010/07/why-it%e2%80%99s-getting-harder-to-love-apple/ insights from author linda ireland Sun, 05 Feb 2012 17:50:51 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Mark http://www.ceforprofit.com/2010/07/why-it%e2%80%99s-getting-harder-to-love-apple/comment-page-1/#comment-2628 Mark Fri, 16 Jul 2010 02:01:00 +0000 http://www.ceforprofit.com/?p=1099#comment-2628 Agreed there has been some arrogance in communicating the issue, but I'd challenge whether the amplification of negative customer sentiment has much impact on the bottom line for Apple. Despite warnings to clients who stray from sound customer-centric advice, I often witness cost-benefit analyses where customer centricity isn't always the winning factor, sometimes for sound business reasons, irrespective of arrogant, ignorant or biased leadership. Time will tell. Agreed there has been some arrogance in communicating the issue, but I’d challenge whether the amplification of negative customer sentiment has much impact on the bottom line for Apple. Despite warnings to clients who stray from sound customer-centric advice, I often witness cost-benefit analyses where customer centricity isn’t always the winning factor, sometimes for sound business reasons, irrespective of arrogant, ignorant or biased leadership. Time will tell.

]]> By: Linda http://www.ceforprofit.com/2010/07/why-it%e2%80%99s-getting-harder-to-love-apple/comment-page-1/#comment-2626 Linda Thu, 15 Jul 2010 03:29:18 +0000 http://www.ceforprofit.com/?p=1099#comment-2626 "An interesting (but sad) test case." Great way to say it, Christophe. I hope the customer care and product quality issues regain our once-well-earned trust in Apple's customer experience. And I imagine we'll both be watching to see how these events show up in <strong> next</strong> quarter's financial performance. Thanks for stopping by. “An interesting (but sad) test case.” Great way to say it, Christophe. I hope the customer care and product quality issues regain our once-well-earned trust in Apple’s customer experience. And I imagine we’ll both be watching to see how these events show up in next quarter’s financial performance. Thanks for stopping by.

]]> By: Christophe Van Bael http://www.ceforprofit.com/2010/07/why-it%e2%80%99s-getting-harder-to-love-apple/comment-page-1/#comment-2625 Christophe Van Bael Wed, 14 Jul 2010 19:58:19 +0000 http://www.ceforprofit.com/?p=1099#comment-2625 Hi Linda, This is an excellent article. I couldn't agree more. Apple is in the middle of a media storm, and yet they make error after error when it comes to customer care. Instead of listening to their fan base, acknowledging their latest product has major flaws (not just the antenna problem, but also screen discoloration, highly breakable glass…) and acting on it, Apple denies all problems, deletes threads relating to the Consumer Reports' article from their support forums, and charges customers an extra 25 dollars for a bumper case they could provide at a negligible cost. I can't get my mind around the fact that Apple, a company obsessed with delivering great customer experiences, devotes so much time and effort on R&D, user interface design and in-store Genius Bars, and so little time on decent customer care. I consider this an interesting (but sad) test case. Apple is a company with a loyal fan base. Not just a group of loyal customers, but an army of ambassadors. I wonder whether Apple's questionable approach to these issues will affect the company in the same way it would affect companies that don't have such a devoted fan base. Let's hope though that we don't have to wait for the answer. It's never too late to fix the technical problems. Restoring customer trust on the other hand... Hi Linda,

This is an excellent article. I couldn’t agree more.

Apple is in the middle of a media storm, and yet they make error after error when it comes to customer care. Instead of listening to their fan base, acknowledging their latest product has major flaws (not just the antenna problem, but also screen discoloration, highly breakable glass…) and acting on it, Apple denies all problems, deletes threads relating to the Consumer Reports’ article from their support forums, and charges customers an extra 25 dollars for a bumper case they could provide at a negligible cost.

I can’t get my mind around the fact that Apple, a company obsessed with delivering great customer experiences, devotes so much time and effort on R&D, user interface design and in-store Genius Bars, and so little time on decent customer care.

I consider this an interesting (but sad) test case. Apple is a company with a loyal fan base. Not just a group of loyal customers, but an army of ambassadors. I wonder whether Apple’s questionable approach to these issues will affect the company in the same way it would affect companies that don’t have such a devoted fan base.

Let’s hope though that we don’t have to wait for the answer. It’s never too late to fix the technical problems. Restoring customer trust on the other hand…

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