The Art and Science of Waiting (también en español)

iPad in hand

When Apple Computer announced the Apple Store, more than one industry pundit predicted the project’s demise. “Apple is a technology company,” they said. “They won’t be successful at retail.”

Successfully translating its product design advantage into a retail experience, Apple has out-retailed most retailers boasting world-leading sales figures of approximately €32,000/square meter (US$4,000/square foot).

Several months ago, Apple announced a new tablet computer with no wires, keyboard, or mouse. iPad fills a gap between the iPhone and laptop. I knew I wanted one, but wasn’t sure why.

Download El Arte e la Ciencia de Esperar

 

 

On Saturday morning, 3 April 2010, I woke up (extremely) early to conduct an Experience Expedition. I wanted to see, first-hand, how Apple’s Retail Sales Associates (RSAs) would deliver on a first-of-a-kind new product-with-service experience.

Another clever way to turn waiting into part of the purposeful and on-brand customer experience comes from IKEA in Australia. Watch this video…

 

 

Read more (in English) at Retail Customer Experience: http://www.retailcustomerexperience.com/blog/4805/The-Art-of-Waiting

Read more (in Spanish) at Shopper Marketing: http://www.mch-la.com

 

One comment

  1. Luigi Fulk
    01/02/11

    Hands down, Apple’s app store wins by a mile. It’s a huge selection of all sorts of apps vs a rather sad selection of a handful for Zune. Microsoft has plans, especially in the realm of games, but I’m not sure I’d want to bet on the future if this aspect is important to you. The iPod is a much better choice in that case.

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