Apple Store service

A while back I purchased a keyboard and mouse from the Apple Store in Regent Street and paid by card. At the time I was asked if I wanted my receipt to be emailed to me instead, and I thought, sure. With purchases like hardware where things can go wrong, I like to hold on to the receipt in case I need to proof of purchase for free in-warranty repairs. He asked me for my email address, and then shortly I received an email on my iPhone containing a PDF receipt. Cool.

I was in the Apple Store in Westfield over the weekend and bought a pair of earphones with the same card. The assistant asked me again if I wanted a physical receipt, to be emailed to me, or both. I was pleasantly surprised that they remembered that I had my receipt emailed to me before in a separate branch. This time, they already had my email address, the assistant just repeated my email address back to me to double check that it is correct. The assistant said that the receipt had been emailed to me. I felt my iPhone in my pocket vibrate and sure enough it was the PDF receipt. Cool.

The next day I got an email from Apple asking me to give feedback on my experience at the Apple Store. It took only a few minutes to fill in. I wanted to comment that at first I didn’t really know that this branch didn’t have dedicated tills at all, unlike the Regent Street branch, and the survey enabled me to do that.

I think this is a good example of a providing a great purchasing experience where the company has thought about the customer (in this case, keeping track of receipts) and given them an option that wasn’t available to them before (having your receipt emailed to you in PDF format) but could be helpful to them.

I didn’t explicitly know I wanted this service, but having been offered it, I now know I will choose it every time for two reasons: 1) It meets my needs; 2) The experience was seamless and seemingly effortless in both situations; and 3) The staff were provided with adequate training about service and engaged with me appropriately about it. It also enabled Apple to follow up on my shopping experience by following up with me with a quick short survey, making me that they care about my current and future shopping experience with them.

It would be great if companies like, say, John Lewis adopted this service.

Apple Store service

A while back I purchased a keyboard and mouse from the Apple Store in Regent Street and paid by card. At the time I was asked if I wanted my receipt to be emailed to me instead, and I thought, sure. With purchases like hardware where things can go wrong, I like to hold on to the receipt in case I need to proof of purchase for free in-warranty repairs. He asked me for my email address, and then shortly I received an email on my iPhone containing a PDF receipt. Cool.

I was in the Apple Store in Westfield over the weekend and bought a pair of earphones with the same card. The assistant asked me again if I wanted a physical receipt, to be emailed to me, or both. I was pleasantly surprised that they remembered that I had my receipt emailed to me before in a separate branch. This time, they already had my email address, the assistant just repeated my email address back to me to double check that it is correct. The assistant said that the receipt had been emailed to me. I felt my iPhone in my pocket vibrate and sure enough it was the PDF receipt. Cool.

The next day I got an email from Apple asking me to give feedback on my experience at the Apple Store. It took only a few minutes to fill in. I wanted to comment that at first I didn’t really know that this branch didn’t have dedicated tills at all, unlike the Regent Street branch, and the survey enabled me to do that.

I think this is a good example of a providing a great purchasing experience where the company has thought about the customer (in this case, keeping track of receipts) and given them an option that wasn’t available to them before (having your receipt emailed to you in PDF format) but could be helpful to them.

I didn’t explicitly know I wanted this service, but having been offered it, I now know I will choose it every time for two reasons: 1) It meets my needs; 2) The experience was seamless and seemingly effortless in both situations; and 3) The staff were provided with adequate training about service and engaged with me appropriately about it. It also enabled Apple to follow up on my shopping experience by following up with me with a quick short survey, making me that they care about my current and future shopping experience with them.

It would be great if companies like, say, John Lewis adopted this service.

Notes:

  1. aremadeofthis posted this

About:

Following: