Apple will soon make a significant change to retail store Genius Bar appointments to improve the customer experience, according to several sources briefed on the upcoming shift. During the week of March 9th, Apple’s United States stores will launch a new initiative called “The new Concierge” that replaces traditional walk-in Genius Bar appointments. Currently, a customer seeking Genius Bar assistance can walk into an Apple Retail Store, explain the issue to a check-in assistant, and get a specific time to return for an appointment…
Genius Bar February 23
Genius Bar January 26
Apple Senior Vice President of Retail Angela Ahrendts is continuing to go all in on growth in China. In video messages to employees in recent days and weeks, Ahrendts has been recruiting employees from United States-based Apple Retail stores to relocate to China to help build up Apple’s retail efforts in the region. In a note to employees late last week, sources say that Ahrendts reported that approximately 200 Apple retail workers from the U.S. have already offered to make the move. Ahrendts added that the offer to move to China “has no expiration date because as the business grows, our needs will only become greater, so as your personal and professional life changes, just always keep China at the top of your mind, because we’re going to need you…”
Genius Bar January 16
Apple is in the process of winding down Beats Electronics’ outsourced phone support ties and moving technical support completely in-house via AppleCare, according to sources. Beats Electronics phone support is currently split between Apple and Sitel, a customer support outsourcing firm, and Apple is aiming to completely end that relationship as soon as March. Apple cut several Beats jobs in July following the acquisition. Sitel employees have confirmed that they will be moved to new technical support positions for other companies, and AppleCare employees similarly confirmed that Beats support will soon be handled completely internally. Apple acquired Beats Electronics and Beats Music in May 2014 for $3 billion, and sales transitioned to the Apple Online Store in August. Apple Store Genius Bars began servicing Beats products late last year.
Genius Bar December 15, 2014
As they’ve done in years’ past, some Apple retail stores this holiday season will repurpose the Genius Bar for additional product space, pick-ups, or other uses as Apple attempts to make the shopping experience for customers as smooth as possible, 9to5Mac has learned.
The repurposing for the holidays will only arrive in some stores depending on needs and traffic, with some stores scheduled to use the Genius Bar area to complete express sales and hold products scheduled for pick-up. Other changes, however, will go beyond the holidays as the stores under new retail chief Angela Ahrendts evolve to better deal with increased foot traffic. expand full story
Genius Bar November 17, 2014
Apple is making a big push with gift cards for the holidays with the most notable change being gift cards for its retail stores arriving through third-party retailers, according to sources. The company already sold iTunes/App Store gift certificates through a number of retail parters, but it has just recently started selling its Apple Store gift cards outside its own channels as well. Apple Retail will also make changes to repair procedures tomorrow including the introduction of in-store repairs for Beats products. expand full story
Genius Bar September 25, 2014