Originally Posted by SolipsismX
I was with family yesterday morning and my nephew had a problem with his iPhone that could have been a defective battery. Since we were near and Apple Store I pulled out my iPhone, accessed the Apple Store app, it found the store via the GPS and I made an appointment to see a Genius for one hour later which was right after breakfast. Walked in and got seen right away.
Then there was my 60 second shopping at the Apple Store to buy an AirPort Express without talking to a single person. Just used my iPhone to buy it and walked out. Receipt mailed to me and my iTS card was charged.
Those are just some of the major things but there are countless innovations they've done to make it a great experience. There revenue per square foot is not undeserved.
Very true. The Apple Stores (of which the Genius Bar is simply a part) are one of the smartest, most forward looking and innovative things Apple has done.
But it has to be put in the context of the "whole widget" philosophy at Apple. People often overlook or discount Apple's innovations because they think "innovations" are a feature list or a sui generis
technology without antecedent.
Apple is an experience company. They innovate the experience. That means better supply chain, better materials, better design, better packaging, better software, better retail and better service after the sale. It also means making all of those things work together as a seamless whole. Apple enters markets where the incumbent experience sucks, and rethinks things from the ground up to deliver a great experience. That is, in fact, innovation. Sometimes it involves major new technologies, sometimes subtle tweaking of existing tech, or re-contextualize something that was there all along. But it is real, substantial innovation-- just at a higher level than individual nuts and bolts.
It's why Apple is unique, and it's why Apple is loathed (in some quarters). If you don't believe that there's any such thing as an "experience", or that to the extent it exists it's the wrong thing to concentrate on-- if you think a features list is the beginning and ending of "quality"-- then you will find Apple to fatuous and trivial. You will suspect Apple's users of sharing those qualities, of being easily swayed by silliness.