Ron Johnson, writing for Harvard Business Review:
People forget that the Apple Store encountered some bumps along
the way. No one came to the Genius Bar during the first years. We
even had Evian water in refrigerators for customers to try to get
them to sit down and spend time at the bar. But we stuck with it
because we knew that face-to-face support was the very best way to
help customers. Three years after the Genius Bar launched, it was
so popular we had to set up a reservation system.
If you know it’s a good idea, stick with it.
★ Tuesday, 22 November 2011