Experiencing the Apple Store

On a shopping trip with my wife yesterday to Westfield in west London, we visited the Apple Store there.

Everyone visits shops. Some do it a lot. I know of no other retail experience quite like a visit to an Apple Store, though.

Apart from the obvious products and other cool things you encounter, all presented in such a compelling and inviting way, the key element is the people, the employees of an Apple Store.

These are people with passion, certainly the case in the ones I encountered yesterday. That passion wasn’t only about the Apple products you find in the store: I reckon it was as much about the sheer enjoyment they get in doing their jobs serving customers.

The one employee I spent time with certainly made me feel that I was his most important connection and nothing would distract him from serving me to my entire satisfaction.

Well, friendly employee at Apple Store White City – I wish I’d asked him his name: what I do know is that he’s not a new Apple employee even though he said yesterday was his first day in this particular store – you ensured I had a memorable experience. Thanks.

A nice touch: when you pay for your purchase – no traditional checkout, just employees with wireless credit card machines – you don’t get something as mundane as a paper receipt. Oh, no: if you prefer, Apple will email it to you. That’s what I chose. And with the email was a link to a survey where you could give Apple some feedback on your experience in the Apple Store.

What a great opportunity for Apple to make a connection with a customer, and it worked with me. Here’s the sum total of what I told Apple:

And yes, I would recommend this store to a friend:

A memorable experience indeed. Like no other.

Neville Hobson

Social Strategist, Communicator, Writer, and Podcaster with a curiosity for tech and how people use it. Believer in an Internet for everyone. Early adopter (and leaver) and experimenter with social media. Occasional test pilot of shiny new objects. Avid tea drinker.

  1. Jackie Harris

    We had the exact same high service from the Apple stores on both Denver, and New York. It’s nice to see that the same quality is available regardless of location. It’s also great to be able to say something nice about a company’s customer service – it’s so easy to just hear ourselves moan and complain all the time.

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