The Apple Genius Bar may have been created to help people, but it has turned into a zoo that many customers feel discouraged to use. Currently operating on a first-come, first-serve basis, the retailer has since created a new system that will prioritize different issues by importance. Dubbed Concierge, it will ensure that wait times are lowered and put to better use.
Through the Concierge service, the Apple Genius Bar will implement a text message system letting customers know exactly when an assistant is ready to help them. This will allow them to get other things done in the meantime instead of waiting impatiently around empty tables. The Verge writes, "The new initiative is being spearheaded by Angela Ahrendts, the former Burberry CEO who joined Apple in April 2014 to head up the 'direction, expansion and operation' of the company's retail presence."
What's Driving This Trend
- Concierge-style Service
- The introduction of a concierge service, like Apple Genius Bar's, that prioritizes different issues can significantly lower wait times.
- Text Message Notification Systems
- Implementing a text message notification system can help customers optimize their time while waiting for assistance.
- Data-driven Service Prioritization
- Using a data-driven service prioritization system, like the Concierge at the Apple Genius Bar, can increase efficiency and customer satisfaction.
Who This Affects Most
- Retail
- Retail businesses can adopt prioritization systems and text message services to improve the customer experience and optimize staff time.
- Hospitality
- Hotels and other hospitality-oriented businesses can use Concierge-style services to prioritize customer inquiries and improve overall satisfaction.
- Telecommunications
- Telecom companies can use prioritization systems based on individual customer needs to optimize staffing and reduce wait times.
