Popularity of Apple's One-to-One a reason for reform

[AppleInsider]

A series of changes to Apple's retail-based One-to-One training service slated to go into effect on Tuesday may have been driven in part by the popularity of the program, which is rapidly swelling to complex proportions.

In a discussion with USAToday last week, Apple retail chief Ron Johnson broke word of the upcoming changes, most notable of which is a new restriction on who can purchase a subscription to the personal training service.

Currently, anyone with $99 to spare can sign up for a year-long One-to-One membership. But beginning Tuesday, only those customers who purchase a new Mac from an Apple-owned retail store or the company's online store will be eligible for the program.

Existing One-to-One members and Apple retail insiders commenting on the matter over at ifoAppleStore note that the program has been a resounding success with one exception: recently it's become increasingly difficult for members to secure reservations for training sessions that aren't held during the middle of the work day.

Apple's roughly 250 retail stores already service more than 500,000 One-to-One members, who last quarter combined to sign up for more than 644,000 personal training sessions. Add to that research which reportedly shows 50% of One-to-One members sign up for the service after purchasing their Macs somewhere else, and Apple may have had no option but to restructure the program to better new in-store customers.

As one commenter points out, the changes to One-to-One are part of a broader strategic shift underway at Apple retail stores that will focus on customer service and "Creating Owners." With Apple seeing steep price competition from its growing fleet of authorized Mac resellers, One-to-One's new exclusivity will present novice or new-to-Mac users with a compelling reason to buy direct from the company if there's an Apple store close by.

The new One-to-One will bundle personal setup and data transfer services that were previously part of Apple's complimentary "Standard Care" treatment for each new Mac buyer. This initiation service will reportedly include an invitation for new Mac buyers to return the next day at 5:00 p.m. or later to "meet" their new Mac in an inaugural one hour training session.

A handful of other changes are also in store for Tuesday's service relaunch. First, tipsters tell AppleInsider that members will now be able to register for more than one session each week, given that each new session is registered after the conclusion of the previous session. Apple stores will also host a new 3-hour "Project" session each day for up to six members at a time, headed by a Trainer who'll be available for questions.

Meanwhile, ifoAppleStore notes that Apple will also be adding new Web resources for One-to-One members, including a personalized on-line account that lets them reserve sessions, review session notes, complete on-line training, and view projects from their own or others’ training sessions. The blog adds, however, that the new restrictions mean that One-to-One memberships can no longer be given as gifts or used to bait potential switchers to the Mac platform.

As part of its retail reorganization, Apple also plans to retrofit 40 percent of its stores with Genius Bar customer service stations that can accommodate 50 percent more customers. It'll also be rolling out new display tables capable of showcasing twice as many Macs.

[ View this article at AppleInsider.com ]

[kawai]

Typo error:

if there's an Apple store close buy

Should be by.

[brucep]

I am shocked and stunned.


Apple stands alone in the whole world with this kind of high level of client based services. FLAWLESS ,

The future just arrived .


go apple


peace


9

[lightstriker]

The demand for One2one is probably overwhelming supply. I remember one ad somewhere in NYC that offer classes for thousands of $ classes for 20 or more students on Apple's Pro applications, which is on par with other specialized pro apps,Wintel or Mac. However One2One is for any Apple apps. Its one reason why apple is getting a 80 or more customer satisfaction ratings

[charlituna]

i happened to be at my local store this afternoon with a friend that was shopping for a computer and we asked about the changes. so here it is from the horse's mouth

1. you must buy a computer from either a brick and mortar Apple store or their online. no macmall or best buy etc.
2. you must buy the membership (which can be renewed one time) at the time you buy the computer. however you can choose to wait to activate it
3. membership includes a complete file transfer from your old mac (10.4 or higher) or PC (windows xp) so long as the computer is fully functioning. you can do this at time of purchase or if you wish later. however if you do the transfer later it is a clean install and reset. data transfers also come with a one hour 'meet your new mac' training session for those upgraders and switchers that want to see where their stuff is before leaving the store

on the training side. no you can not do 'as much as you want'. you are still restricted to once a week but you have a choice between a one to one 'private lesson', group workshop or you can elect to join one of the free 'open periods' which are a 3 hour block each day limited to 3-4 folks (you can come anytime during that period), designed as a kind of study hall for folks working on projects that just want to do their thing but with someone handy in case of questions or snags. also it is still restricted to apple applications only (no photoshop, microsoft office, etc).

and they are going to have a members only online text and video training service not unlike the 'findouthow' stuff they have for everyone, but with more detailed instruction.

in truth, the data transfer alone is worth the $99, the one year training membership to us is a nice bonus.

[hmurchison]

Why doesn't Apple just leverage their consultants network to handle overflow.

They should offer special training for say $200 or so and allow consultants to to get
One -to-One certified.

Therefore consumers would get the opportunity to have have perhaps in home training via
a local consultant if appropriate with a small additional fee.

[Gandalf the Semi-Coherent]

I think One-to-One should also offer hugs, flowers, and a complimentary Krispy Kreme donut.

GTSC

[Avions]

I understand why Apple did this. However, last year we bought our mom a Macbook. She's a slow learner and we (her sons) won't be around this summer to help her continue to learn. I was planning on purchasing one-to-one service for her in another month...but now I won't be able to.

[Fast Fred 1]

Originally Posted by kawai

Typo error:

if there's an Apple store close buy

Should be by.

should be.....if there's an Apple store close, buy.

[meelash]

Originally Posted by Avions

I understand why Apple did this. However, last year we bought our mom a Macbook. She's a slow learner and we (her sons) won't be around this summer to help her continue to learn. I was planning on purchasing one-to-one service for her in another month...but now I won't be able to.

You still have a week to go. Purchase it right now and you'll have no problem.

[Fast Fred 1]

Originally Posted by Avions

I understand why Apple did this. However, last year we bought our mom a Macbook. She's a slow learner and we (her sons) won't be around this summer to help her continue to learn. I was planning on purchasing one-to-one service for her in another month...but now I won't be able to.

If there is one. Get her to join a Mac User Group where she lives.
A lot of older people join them and get plenty of help.

[mdriftmeyer]

Originally Posted by Seahawk Fan

If OSX just works and is so intuitive and Vista doesn’t why is the demand so high for personal one on one training...

Seems like a Microsoft commercial just waiting to happen.

Most people I know using this service happen to be switchers who are new to the system and want large drive transfers and more over to their new system and use it to ask all sorts of questions about the most obvious stuff [obvious to a seasoned users].

[meelash]

Originally Posted by Seahawk Fan

If OSX just works and is so intuitive and Vista doesn’t why is the demand so high for personal one on one training...

Seems like a Microsoft commercial just waiting to happen.

Yeah, because human being should have been born with the instincts of how to use modern technology. Just like we don't need to be taught how to go to the bathroom, or eat, or walk, or talk..... oh wait....

[meelash]

Originally Posted by Seahawk Fan

Ease down...

It was a simple question and an observation.

Take your fight to someone else.

lol, sorry, I was at the same time in a conversation on that Kansas killing on another forum, guess I was in a snarky frame of mind.

no worries

[ksec]

I think they should allow one to one trainning to people who brought their Mac elsewhere for higher Price. In fact the one to one trainning should cost $149, ( or $129 ) with people who brought their Mac in Apple store get $50 discount.

[brucep]

Originally Posted by Seahawk Fan

If OSX just works and is so intuitive and Vista doesn’t why is the demand so high for personal one on one training...

Seems like a Microsoft commercial just waiting to happen.

troll

[Sbirss]

apple reservation service for One to One is down
"The One to One site is currently unavailable."

[brucep]

Originally Posted by Seahawk Fan

Ease down...

It was a simple question and an observation.

Take your fight to someone else.

your post was so annoying a fight will break out

[cwingrav]

Interesting because there was that recent rumor about Apple changing their store layouts. It makes sense that these are connected rumors. I.e. expand on the one-to-one and create more in-store space for it.

Additionally, Apple wants to keep buyers in the store and not in the other authorized dealer's place. This is a good program to keep this going. I don't imagine they really want to have more people doing this training. They want a community and this is one heck of a way to get it.

[quinney]

Originally Posted by hmurchison

Why doesn't Apple just leverage their consultants network to handle overflow.

They should offer special training for say $200 or so and allow consultants to to get
One -to-One certified.

Therefore consumers would get the opportunity to have have perhaps in home training via
a local consultant if appropriate with a small additional fee.

Good suggestion. They sure need to do something for the many people who will buy from
the Apple Store online and who don't live anywhere near a physical store.

[alphie]

This is great. One to One was increasingly being used as 1) A hideout for very lonely weird people to get an hours conversation in a few times a week and 2) A babysitting club where parents would drop their kid off for an hour while they got the groceries. No kidding.

Creatives are 1) not your counsellor 2) not your babysitter 3) not your friend.

[SpamSandwich]

Originally Posted by Fast Fred 1

should be.....if there's an Apple store close, buy.

[ecking]

Apple should let anyone that bought directly from apple buy one-on-one anytime, only seems fair. For people that buy from other places, group classes on the weekends with the same price as one-on-one.
It's amazing how much apple has been offering all this time and people don't seem to know about it, I tell like 2-3 people each week about the online tutorials.

[xwiredtva]

If you purchased a refurbished Mac you DO NOT have the same rights as one who purchases a new one. Little FYI. Not that I care but it's something I noticed, unless it was in the email that we just delete "Welcoming" us, another nice touch nobody cars about. The one you get from MS just tells you how to purchase upgraded Vista's, office, etc. and that too gets deleted.

Apple Consultants - the most under worked IT job in the world. They deserve more than they get. They also need to be leveraged but because there's no CONTROL over the quality of experience they keep it off page 1.

While there at this restructuring a Business Department expansion should be in order, that's where the consultants and certified IT pro's come into play. Say, online or B&M scheduling? Meet your consultant at your office or the Apple Store... Again, quality can come at a price. While most hold themselves to the higher standard some of us like shorts and sandals. And Consultants... GET IN TOUCH with your local and regional Apple Certified Pro's! We/They can only help and don't mind doing it. Add everyone on the Apple Site nearby to your CRM system and drop them all an email so they can do the same (TIP: Send your vCard). You'd be amazed how much you double each others business.

[elroth]

Originally Posted by Seahawk Fan

If OSX just works and is so intuitive and Vista doesn’t why is the demand so high for personal one on one training...

Seems like a Microsoft commercial just waiting to happen.

How 'bout them Seahawks! Great year they had.

[drumpat01]

Originally Posted by Seahawk Fan

If OSX just works and is so intuitive and Vista doesn’t why is the demand so high for personal one on one training...

Seems like a Microsoft commercial just waiting to happen.

Because old people don't get computers no matter what OS it is. They don't even understand what "drag and drop" means or what email is. You should be thankful Apple even gives you the opportunity to be educated. Microsoft tells you to go figure it out your self. You sit an 80 year old woman in front of vista and when she has help tell her to go F**K off. Or you can give her a year long membership of training.

And what exactly would the commercial say? Hey don't let someone help you, figure out on your own you dumb s**t people.

Give me a break

[sflocal]

Originally Posted by Seahawk Fan

If OSX just works and is so intuitive and Vista doesn’t why is the demand so high for personal one on one training...

Seems like a Microsoft commercial just waiting to happen.

Originally Posted by Seahawk Fan

Ease down...

It was a simple question and an observation.

Take your fight to someone else.

Apparently this troll is a ringer for his alter-ego. I wonder how this troll decides to which alias to log in as.

[hmurchison]

Originally Posted by elroth

How 'bout them Seahawks! Great year they had.

We shall return!

[donlphi]

Let's be honest here. The reason Apple needs to offer Apple ONE-to-ONE service is because high schools don't educate students on how to use Macs, they educate them on how to use powerpoint, microsoft Word, and excel. This has been the case for years.

Microsoft offers ONE-to-ONE for next to nothing because if schools purchase PCs, they get huge discounts on the OS license costs as well as hardware costs. As a teacher, I'm not even allowed to buy an Apple computer for my classroom as it would be a breach of a contract.

ONE-to-ONE vs. a 12 years of using Windows.

Who is really winning here? What happened to the days when Apple dominated in the grade schools and high schools. It's a little disappointing.

[petermac]

Originally Posted by Seahawk Fan

If OSX just works and is so intuitive and Vista doesn’t why is the demand so high for personal one on one training...

Seems like a Microsoft commercial just waiting to happen.

What a great idea, I hope MS does try this maneuver. It would open up a key differentiator for a even better I'm a PC / Mac ads.

[nvidia2008]

Originally Posted by alphie

This is great. One to One was increasingly being used as 1) A hideout for very lonely weird people to get an hours conversation in a few times a week and 2) A babysitting club where parents would drop their kid off for an hour while they got the groceries. No kidding.

Creatives are 1) not your counsellor 2) not your babysitter 3) not your friend.

Ah, but sometimes, that's where a "trainer" trancends the boundaries of just showing you an OS to helping you a little with your life... Kind of like, a Mac.

I've been a trainer for an Apple Reseller (not official Apple Store), and yes, do get some weirdos but as a guy I did appreciate some bright-eyed ladies and talking with them and showing them cool Mac stuff. A few did become kind of my friends for those few weeks that they kept coming back. (Disclaimer: nothing inappropriate happened)

In all seriousness, yes only Apple really understands high-quality customer service and Retail not as slavery and pushy sales (numbers, numbers, numbers, motherf*s!) but a two-way street between retailers and customers. Apple Retail is far from totall perfect but other Retailers sucks b*lls most of the time.

I hope this training rejig continues sensible collaboration between Mac users, Apple, Apple Retail and customers.

[nvidia2008]

Yeah, I'm certified in OSX Leopard (ACSP 10.5) ... Apple Retail could tap into external qualified trainers but their in-house program is pretty strong and gives them a high level of control over everything.

Apple - controls the hardware, the software, the retail and training experience.

Third parties like Apple Consultants/ Certified Pros, Apple Resellers... We're one wave behind Apple.

I'm not bitter, but I'm also diversifying back into more web-related technologies and design/coding to play it safe, I've been very Apple-heavy career-wise the past few years.

There are some good Apple Consultants/ Certified Pros out there but like you said, its hard to separate the wheat from the chaff sometimes.

But of course I'd love to see growth of cool Apple solutions in the business and edu space by talented, passionate and honest Apple Consultants/ Cetified Pros. I hope this continues even with Apple Retail becoming such a dominant force...?

Originally Posted by xwiredtva

Apple Consultants - the most under worked IT job in the world. They deserve more than they get. They also need to be leveraged but because there's no CONTROL over the quality of experience they keep it off page 1.

While there at this restructuring a Business Department expansion should be in order, that's where the consultants and certified IT pro's come into play. Say, online or B&M scheduling? Meet your consultant at your office or the Apple Store... Again, quality can come at a price. While most hold themselves to the higher standard some of us like shorts and sandals. And Consultants... GET IN TOUCH with your local and regional Apple Certified Pro's! We/They can only help and don't mind doing it. Add everyone on the Apple Site nearby to your CRM system and drop them all an email so they can do the same (TIP: Send your vCard). You'd be amazed how much you double each others business.

[nvidia2008]

Originally Posted by Seahawk Fan

If OSX just works and is so intuitive and Vista doesn’t why is the demand so high for personal one on one training...

Seems like a Microsoft commercial just waiting to happen.

Yup...

MICROSOFT VISTA.
No Training Required (or Provided, even if Required).

...Because 90% global market share*
means we don't have to give a shit...

*(Including XP, Windows 2000, ETC)

[ncee]

Originally Posted by Avions

I understand why Apple did this. However, last year we bought our mom a Macbook. She's a slow learner and we (her sons) won't be around this summer to help her continue to learn. I was planning on purchasing one-to-one service for her in another month...but now I won't be able to.

Check to see if there is a MUG (Apple Users Group) near buy (Just kidding - by).

These are a great source of information, with a lot of options for folks. Weekly, Monthly meetings, email access for help and much more.

Skip

[ncee]

Originally Posted by petermac

What a great idea, I hope MS does try this maneuver. It would open up a key differentiator for a even better I'm a PC / Mac ads.

From what I've seen over the years … a lot of NEW folks are purchasing Macs, and are FIRST time computer users. It's got nothing to do with PC vs Mac.

Folks are being told by there kids, friends and neighbors how easy Mac's are do use, but they forget, they are speaking to folks (many older ones) who have NEVER used a computer before.

Can you imagine what these folks would need for help if they went with a PC as their first computer

We need to realize, there are a LOT more PC users out there, and they ALL help each other minute by minute, hour by hour, day by day, month by month, year after year! So why would we think Apple users would be that much different.

Apple users too, will need help hour by hour.

Ok folks, here's the real question.

Your folks want you to help them buy and learn how to use a new computer. Yur folks are wonderful people, but not techno savy. You don't have much time to help them (shame on you), but you do want to make this as easy and painless as possble … do you get them a PC or a Mac?

1) As easy as possible?
2) As painless as possible?

I think 1+2 = Apple

Skip

[macdanboy]

Apple's training is about $300 if you add up all the additional costs of buying a MAC from Apple directly. In the Pittsburgh PA region we have 2 Apple stores both in Allegheny County with a 7% sales tax. On an $1,800 iMAC that adds an additional $126 plus the money you spent driving there which is about what shipping will run you from one of the online retailers.

Buy from an online retailer and take advantage of some of the mail rebates for free software that you would otherwise have to purchase along with the discounted prices on the MAC's and the price difference rapidly can approach $300 or more.

For $300 you can buy a lot of good books with more tips and tricks on how to use a MAC and its software and not have to drive 10-30 miles to attend a one hour class for answers. At least with a book or a training video, you can refer back to areas of interest. An in store class even if its one on one makes that task a little more difficult.

I'll stop buying from online stores when Apple says I can buy an extended warranty or some other silly limitation like that.

Originally Posted by hmurchison

Why doesn't Apple just leverage their consultants network to handle overflow.

They should offer special training for say $200 or so and allow consultants to to get
One -to-One certified.

Therefore consumers would get the opportunity to have have perhaps in home training via
a local consultant if appropriate with a small additional fee.

[krreagan]

Originally Posted by donlphi

Let's be honest here. The reason Apple needs to offer Apple ONE-to-ONE service is because high schools don't educate students on how to use Macs, they educate them on how to use powerpoint, microsoft Word, and excel. This has been the case for years.

Microsoft offers ONE-to-ONE for next to nothing because if schools purchase PCs, they get huge discounts on the OS license costs as well as hardware costs. As a teacher, I'm not even allowed to buy an Apple computer for my classroom as it would be a breach of a contract.

ONE-to-ONE vs. a 12 years of using Windows.

Who is really winning here? What happened to the days when Apple dominated in the grade schools and high schools. It's a little disappointing.

My kids schools are about 95% Macs (elementary, & middle schools at least). they've had wireless macs for about 7 years. It was a pilot program and a great one at that.

KRR

[eldernorm]

Originally Posted by donlphi

Let's be honest here. The reason Apple needs to offer Apple ONE-to-ONE service is because high schools don't educate students on how to use Macs,...... As a teacher, I'm not even allowed to buy an Apple computer for my classroom as it would be a breach of a contract.

ONE-to-ONE vs. a 12 years of using Windows.

Who is really winning here? What happened to the days when Apple dominated in the grade schools and high schools. It's a little disappointing.

Apple is dominating the colleges these days and hopefully that will work its way down. :-) But as a number of high schools have noted, its better to buy a bunch of cheap Dells that have no tech support (and really need it) than buy Apples that people fight over when you sell them at the end of the contract...... I wonder what those parents were thinking..... :-).

There are actually many sources of Apple computer info and for much of the training, just let the kid get his hands on it and let them go... Just a thought.
:-)

en

[m2002brian]

Was doing a delivery of a high school paper yesterday and I noticed that their computer room was all iMacs. Pretty sweet. Of course this was an upper end community. I also noticed new Acuras and Mercedes is the student parking lot.

On the training: I think it's great but shouldn't be so limited. Maybe Apple could make an App that interacts with their other Apps to do online training.

[ianmac47]

Seems like a poor management decision. If there are available slots in the middle of the day, and not enough slots on off peak hours, then simply migrate employees from middle of the day shifts to evening and weekend shifts.