Is Apple still the leader in Customer Experience? My recent visit to the local Apple store would lead me to believe the answer is "No."
This is my response to their customer experience survey they sent me:
"Yes, I was very disappointed. My head phones weren't working and it happened once before in July. Last time I came in in July the first person I met swapped them out right away after I showed them my receipt. I was in and out in 5 minutes. This time I had to schedule an appointment then wait for my appointment and then wait again after my appointment time. The first person I talked to said that I could not swap out my headphones even after I showed her a receipt that showed I bought them only 8 months ago. She brought me to another guy who said that they did have a year warranty. Then I made the appointment with another man. I think you should try to get more staff and have work around for easy issues like swapping out headphones. I can understand if I was trouble shooting something more complicated why I'd need to visit the Genius Bar. I really have always considered Apple to be the role model for customer experience but after my visit I feel strongly you have lost your focus."
What customer Experience stories do you have? I just got a new job at my company as a Customer Experience Architect. I am looking for ways that customers interact with companies both good and bad. Please email me or click the comment button to let me know your stories.
Meanwhile I just got Windows 7, yes I am a late adopter, and I really am impressed with it. Could Microsoft be the new leader in Customer Experience?